Ashley Furniture Home Store

[redacted] placed an order for a Serta mattress and foundation 8/4/15. At the time of the sale the sales person explained to [redacted] that we had missed the deadline for ordering his order with Serta that week and it would take 14 days for his order to get here. I repeated to [redacted] the same...

information that the sales person had informed him on before entering his order. This would put his ordering arriving on 8/18/2015. On 8/14/2015 [redacted] called our customer service and wanted to know where his order was. When our customer service informed him that his order was not here ge was upset and very rude to our customer service. I was informed of the problem and called [redacted] back and went over again what we had discussed about missing the Serta deadline when he placed his order. He told me that he wanted to cancel the order and was on its way and would be here 8/15/2015. Later that same day he came in to the store and demanded a refund. He was told againthat we could not cancel his order becauseit was in transit and this was not an error on our part. He said for us to deliver his order and we would put it in his garage.Respectfully,[redacted] Office Manager

Upon inspection, the technician found that the merchandise was not defective; therefore, no service will be made.

Our policy, in accordance with the manufacturer, has been to first make an attempted repair back to manufacturing specifications; if this is not possible or satisfactory after an initial attempt, we will then replace. Should the customer wish to be compensated, that is fine by us. However, we...

generally do not compensate customers for their troubles until after everything has been serviced back to customer's satisfaction. We are still willing to service this customer's furniture, however, we need to hear back from the customer as to whether or not they're still willing to have us make a service attempt.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The delivery fee online was free. That may have been a promotion, but it was free. The stools were returned to the store and a restocking fee was charged in the amount of $40.00. Other customers should be warned of your unfair business practices. Customer satisfaction is not in you best interest. I am a very unhappy consumer. 
Regards,
[redacted]

Having checked the chairs and determined that there are absolutely no manufacturing issues with the length of the legs, we recommended to the customer that they chair-leveling glides or other such common products made for these exact purposes.

We acknowledge the merchandise ordered took long to deliver, the reason being the merchandise was on special order and only came in via container (which the customer is well-aware of). The merchandise finally arrived and was delivered to the customer's home on June 19. 14 out of 15 pieces...

of furniture were delivered (all items except for a footboard - which has arrived as of June 28 and is ready to be delivered). Customer has disputed charge ?after having already received a delivery. We will obviously dispute the customer's dispute considering delivery has already been made.

We sent a technician from [redacted] (separate company) to make the necessary repairs to the merchandise. All specifications are now back up to manufacturing specifications, as per protocol for any merchandise that has some manufacturing defect. While I understand the customers would like the merchandise...

to be exchanged, our initial attempt is always to service back to manufacturing specifications unless repairs made are otherwise unsatisfactory.

Unfortunately, we will not be contacting the customer regarding this as the merchandise's one year manufacturing warranty has expired. This is why I stated in my last response that the customer never contacted us regarding the noise - it's not that we don't believe the customer, it's just that in order for us to get the appropriate parts from the manufacturer, the claims we file on behalf of the customer must be within the one year manufacturing warranty. The customer can contact us to discuss this further at our customer service line, however.

Complaint: [redacted]
I am rejecting this response because:We will start from the beginning we purchased a mattress on 06/04/2015 my wife and I went into Ashley's looking at mattresses Ms. [redacted] came up to help us and we talked to her about a few mattresses and she told us that the Icomfort Savant Mattress was a really great mattress and believed that mattress suited my wife's preference.  My wife really expressed how unsure she was about the mattress and Ms. [redacted] assured her that if she didn't like it that she ([redacted]) would take care of it and get something that she would like and I said if in 7 days if she didn't like the mattress that she would take care of us and get us another mattress and it would be no problem.  So we go to check out and order our mattress and once the paperwork printed out I noticed that the paper said All Sales Were Final so we said we didn't want the mattress and the lady at the register asked why? I said because Ms. [redacted] had told me that if I wasn't satisfied in 7 days I could exchange it so  with the paper work saying all sales final we didn't want it and the lady at the check out told us to hold on a minute and got the District Manager [redacted] involved and he was certain that we would be satisfied and my wife so no let's just leave but Mr. [redacted] insisted that we would be pleased with the mattress and offered us a 30 day comfort guarantee then paperwork was re-printed and ask the district manager to sign it and he did 2 weeks after we got the mattress I called and spoke with Mr. [redacted] and he told me that our body would get use to it and to wait the 30 days so the third week went by and my wife and I didn't get any rest in the 21 days that we had it and I called back and Mr. [redacted] told me again I had to wait the 30 days so at that point I told him I would just go buy a mattress and I did so once the 30 days was up I returned the mattress back to Ashley's and asked only for the credit because we had already told them when we bought the mattress that we were going to buy a couch from there.  So the attachment email that states that I demanded a refund is false we only waited that long to buy a couch because we have a busy life and I am a little applaud that they would say that I demanded my money back on the mattress because to us it was no worry because we were going to buy a couch.On 02/20/2016 My wife and I went back into Ashley's and we met Mr. [redacted] a very nice salesman who sold us a sectional couch off of an internet order.  The day we received the couch before we  ever sat on it we noticed stress marks on the individual pieces we called Mr. [redacted] and informed him of what we saw and he told us that we had to contact Ashley's delivery department and I explained to him that the pieces weren't damaged in the shipping that it was a manufactured that way.  He said he didn't know what to do and that he would find out how to resolve the problem.  So the next day [redacted] informed us that we still had to go to the delivery department so I contacted the delivery department and sent them pictures and they said that they would put it in to replace if that's what I wanted so I told them yes.  The next day I spoke with a lady from the delivery department and she said that they would just send out the upholstery and I asked her why couldn't they just replace it and she said that they were afraid if they shipped out another one that it could be damaged as well so they sent out the upholstery some came in a little at a time I contacted the delivery department again and asked about when could they come out and she asked when was a good time for us and I told her anytime after 12pm on Saturday and after 5pm Monday-Friday and she said they would see what they could do.  I called Mr. [redacted] at this point and asked if they could replace the couch and he said no that they could just recover it and I asked him to come out and look at it and he told me that it wasn't possible that only a technician could come out and I told him that it would have to be after 5pm if someone was going to recover it because I couldn't take 4 hours off of work for someone to be at our house recovering our new couch that it was a huge inconvenience to purchase a new couch and have to take off of work so someone could re-cover our 2300.00 dollar couch that still has the tags on it to this day.  I explained to him that there are many stress marks, thread un-raveling and the chase lounge makes a crunching noise when you sit on it and that there are places that have no padding and he told me that he wasn't going to come and look at anything that he couldn't please us and I told him ok that I would contact the Revdex.com he said that was ok that I could do whatever I wanted to do. So therefore with the email stating that they would replace the items why haven't they replaced them? Sine I have been trying to get them to replace them since the day I got them.  And at this point their lack of trying to replace our couch the day we received it I just want a full refund and never do business with them again.  They have showed their loyalty to this customer someone who spends 2300.00 on a couch even though it was a store credit it was still our money to come in damaged or defected and not replace it the day it was received and wait months later to say that they would replace it again NOT INTERESTED!.Regards,
[redacted]

The customer's furniture has been scheduled for a delivery.

There appears to be a lot of demonstrably wrong claims in the customer's complaint. For one, we do not charge a "refund fee." We do charge a restocking fee of 30% for any items that are cancelled after they are ordered. In this particular case, the customer purchased the furniture and found the...

furniture did "not fit" in their home. We were well within our contractual rights to charge the customer the 30% restocking fee. However, we decided in good faith not to charge the customer any fees at all. We allowed the customer to cancel the merchandise and the total refund was used as store credit towards another purchase which was completed in March 2017.All of these claims are verifiable as there are a myriad of records regarding this purchase. We are therefore very , especially because it's been about five months since this matter was resolved and because the customer was never charged any kind of reselection fees.

Unfortunately, I was unable to locate the customer in the system based on the name and address provided. If possible, can the customer provide the actual invoice number that is associated with the account in question?

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
Refund for the chest was posted to my account on October 26th.
Regards,
[redacted]

Here is a link to the product I have: https://www.ashleyfurniturehomestore.com[redacted]/Please let me know how I can purchase the dresser knobs.Thank you.[ A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I didn't complained because at that particular time in September the noise was minimal. It has gradually gotten worst each month after that until now it's unbearable. I can accept Ashley not taking responsibility for what they sell l but I want stop until I have told everyone of the poor quality of their furniture and customer service. I cannot sit on a sofa I bought from you little over a year ago and all you can say is I didn't file a complaint in time. The sofa looks new and is rarely sat on. Just send someone to look at it and see if they can make some adjustment on it and I'll be happy. Just don't tell me because I've never complained that I must not have had a problem. It really would be nice if your company cared enough to send a rep to check this sofa out as proper customer service. This is the worst furniture I have ever purchase even worst than PB. I really can't believe you will not correct this. Please have someone to call me!
Regards,
[redacted]

Greetings, The email has been received on my hand - however, I cannot speak for the management. I will check up with them once the winter holiday season is over and they are back in the office. Otherwise, as of now, our answer regarding the aforementioned issues remains the same.

[To assist us in bringing this...

matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
The company Customer Specialist(Dana?) promise that the company would issue me a [redacted] card refund. I have not heard anything from this person since the day he called. This company has not made any effort to provide any type of retribution for the stress and hardship they caused my family.

[redacted] [redacted] [redacted]
I am rejecting this response because:
 Complaint: [redacted] after 2 times of getting it wrong I feel that I should agree after the stuff gets to my home in good shape 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I do not agree with their decision. A reputable business should stand behind their warranty.
Regards,
[redacted]

[A default letter is provided here...

which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]