Ashley Furniture Home Store

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be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:they are coming to “look” at the sofa. I cannot at I’m pleased until they resolve my problem 
Regards,
[redacted]

We misunderstood; the issue was with the customer's chest, not the dresser. We spoke with the customer on October 5 and scheduled an exchange for October 12. We apologize for any confusion that occurred and thank the customer for their continued patience.

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 Complaint: [redacted]
I am rejecting this response because: This is STILL not resolved after 3 months..  On 9/20/2017 we received a call and explained how the item that was delivered did not resolve the problem that has existed and was consistently explained and photographed for over 3 months.  We were told that we would be sent a gift certificate, that padding to resolve the problem would be ordered, and that they would keep us updated.  AGAIN, none of this happened.  Padding to fix the problem not received.  No email or phone call. No certificate.  I have never dealt with a company with less integrity.  I'll call tomorrow and DEMAND a replacement chair, altogether.  Please post this saga to your site so others can learn from our disappointment.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/29) */
The purchasing agreement states the following under Cancellations and Returns.
You are free to cancel your order, prior to delivery or pick-up within 48 hour of purchase
(furniture, appliances, and mattresses). After 48 hours you can reselect...

your product any time
prior to possession without penalty or request a refund with a 10% administration fee.
Appliances and mattresses cannot be returned or exchanged once the product is in the home.
Once you have taken possession and you are not happy with your furniture purchase, you
can within 48 hours of possession re-select with a 10% restocking fee or return the product
with a 25% restocking fee. All furniture must be received in our distribution centre within 7
days of possession. Any Product Protection Plan Care Kits will be refunded if the un-opened
package is returned to our store. Refunds are processes with the same method of payment
(excluding cheque or cash where reimbursement will be via company cheque within 7-10
business days).
We would like an opportunity to attend to replacing the missing shelves and delivering the outstanding sofa.

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I have sent a letter to the business addressed to the General Manager. I have not heard from them yet.I have also emailed the letter to the Revdex.com.
 Complaint: [redacted]
I am rejecting this response because:
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:
Regards,
[redacted]Good morning,We will not accept the compensation that Ashley's is offering us,The reason is we both lost time from work and receiving partial delivery without knowing that part of the delivery was damaged through the customer service.  This Business has given me so much stress. We have relatives and friends coming over and just sitting on the chiars. This is over 2 months today. The Business has still not given me a guaranteed date. Its just their ETA which could change again. At thus time we will accept a compensation if it's between $200-$300. We lost our pay the day we both took off from our work and was looking forward to receive a good delivery all at one time. Also I emailed the Business a month back regarding this issue before reaching Revdex.com and I am still waiting for their reply. This Business has no what so ever commitment towards their brand and customers. Poor customer skills inside their showrooms. No one knows what's going on. Each time we went inside the showroom to get a status on my furniture, we were told different dates and subject to change.  If this Business agrees to pay a decent compensation ,we will agree otherwise no. Thank you Revdex.com for getting involve in this matter. Otherwise we still would be waiting on their reply. Have a great day.

[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]

Upon reviewing the customer's claim as well as subsequent pictures of the furniture the customer sent, the Service Department made the determination that the damage was not a manufacturing defect. According to the Service Department, the damage seems to have been caused through usage, whether...

accidental or intentional. Therefore, the damage is not covered under the one-year manufacturing warranty.

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 Complaint: [redacted]
I am rejecting this response because:  This business is composed of nothing but liars and thieves.  They have made promises and broke promises.  Every correspondence they write they assert I am entitled to a refund.  However, When I went into the store the other day they once again refused to refund my money.  This has been going on for almost a year.  This complaint has been going on all summer and is now going into fall.  I have no choice at this point but to pursue legal action.  This business expects to keep all of my money without delivering product and the basic definition of that--according to my attorney--is theft by deception.  I will be seeing them in court.
Regards,
[redacted]

Upon looking up the customer, I could not find a single complaint regarding the sofa. All furniture comes with a one year manufacturing warranty. The customer purchased this in 2015 and does not appear to have notified us regarding the sofa's noise until now through this channel. The customer is...

welcome to try to call the customer service office to report the issue at ###-###-####

We apologize for the inconvenience; the parts should have arrived at this point.

We regret that Mr. [redacted] is dissatisfied, and we are still willing to address any defect issues on his furniture.   Please note that we have honored our commitment to him in accordance with our policies and procedures, which are described on the paperwork he signed.  If it is more convenient for him, he can return the furniture to our delivery center for repair.  We are committed to providing him furniture that is in showroom condition.  However, a refund is not an option. Regards, [redacted], Corporate Customer Service ManagerHattiesburg, McComb and Meridian, MS and Macon GA

We sincerely apologize for the delay of the chair. We try to get the furniture in as quickly as possible and order it as soon the purchase is made. However, the item is on back order and we're waiting on the main warehouse to deliver it. Nonetheless, we will most certainly deliver what we have now on the 30th of December. We thank the customer for their continued patience.

The furniture has been delivered to our warehouse and should be ready to be scheduled. A representative will contact the customer to schedule a delivery to their home.

The customer had two distinct warranties. The first is the one-year manufacturing warranty (this comes with the furniture). This covers all inherent defects and is good for one year. The second is one - which the customer purchased - is the 5 year *accidental* warranty that covers accidental damages...

such as stains or cuts. If the customer does not feel as though the accidental damage warranty helps him in any way, we can refund him for the accidental warranty.

[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]

This is false; all advertisements are composed in a strict manner such that they are cohesive with the stores. It is possible that the customer mistook an advertisement from one Ashley store which our Ashley store did not participate in as Ashley stores are independently owned and operated.

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. 
They have written in the message to directly email them at [redacted]@regencyfurniture.bizHow do you want me to proceed? 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

The customer has been scheduled for a retrieval of the mattress for 12/9. So far as the notes indicate, the $300.00 was for the mattress comfort warranty, which is in effect and is being used to allow for the exchange of the mattress.