Ashley Furniture Home Store

We are currently looking into this case; once we have more information regarding the customer's service plan, we will contact themWe thank the customer for their continued patience

We understand that there have been issues with the initial delivery of the merchandiseHowever, we have attempted to exchange the furniture for new items, including the bookcase, loveseat and the sofaThe customer refused

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:they are coming to “look” at the sofaI cannot at I’m pleased until they resolve my problem Regards, [redacted] ***

The Service Department reviewed the issues with the furniture in January The Service Department noted that upon review, the furniture did not appear to have any manufacturing defectsNonetheless, as a courtesy, the Service Department ordered a new drawer for the customer which was delivered directly to the customer's homeAccording to the Service Department, this is a relatively easy install that should not require any technical expertise in furniture repair

This customer is in Idaho, I do not believe she is one of our customers Thank you,Karianne

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

[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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 decisionA 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 I will be available on may for the technician to do the repairs Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:We will start from the beginning we purchased a mattress on 06/04/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 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 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 day comfort guarantee then paperwork was re-printed and ask the district manager to sign it and he did 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 days so the third week went by and my wife and I didn't get any rest in the days that we had it and I called back and Mr [redacted] told me again I had to wait the days so at that point I told him I would just go buy a mattress and I did so once the 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 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/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 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 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 doSo 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 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] ***

I cannot find anything regarding the customer's sofaIf there is an issue with the sofa, the customer may contact us so that we can look into whether or not the purported damages are manufacturing defects or not.Regarding the customer's bed, the customer was informed during the delivery by our staff that to keep the bed in the home (rather than returning it with the delivery drivers as soon as it was found that it would not fit) would result in her having to keep the bedThe bed has now been in the customer's home for over one monthWe will allow the customer to return the bed, but only in the condition that the customer pay a restocking fee and the rest returned as store credit (as per the store guidelines)

Our response is the same as before: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

[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] ***

We understand the customer's dissatisfaction with our service; the furniture has taken a lot longer than expected to arrive from the manufacturer (projected ETA of furniture is February)Unfortunately, there is not much we can do to speed up the processTherefore, we can offer the customer the option of cancelling for a full refund or to cancel and exchange for another set we do have in stockIn addition, we would like to offer the customer a $gift card as an appreciation for their patienceThe gift card is unconditional, irregardless of whether or not the customer opts to cancel the orderTo confirm, the customer can contact us through the Revdex.com or at [redacted]

We have contacted the customer and have established a scheduled day to drop off the necessary part in order to repair the furnitureWe thank the customer for their continued patience as we work to resolve the issue

[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] ***

Our skilled technicians do inspect all items being reported. He found that is was consumer damage. Had there been a knot in the wood, that possibly could have caused breakage. However, this was in the middle of the frame.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:In my original message to the Revdex.com I documented the numerous individuals I spoke with at the store and with the warranty company People at this specific store offered to give me a STORE CREDIT, yet the store claims there is no record of my request to this store?? If I can be given store credit, why can I not receive a refund? It is a shame that the Ashley brand allows this store and management to operate under these business principals of lying and stealing money from customers Since they obviously didn't read any of my comments and documentation about my request to receive a refund, I would strongly advise they receive a negative rating and not be allowed to list as a Revdex.com business If anyone chooses to shop at this store, buyer beware as management will never acknowledge are request until you go through the Revdex.com and then they will deny you ever called when they don't call you back if you leave messages for anyone Poor, poor business practices and management Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Everything was paid in full on November 3, 2017, the date of purchaseThe waived delivery fee was not done as a consolationAlso, the company fails to accept and recognize that part of the furniture WAS DELIVERED ON THE WRONG DATE! Something else that is being overlooked is that the 2-weeks window has come and gone and I still do not have my order Regards, [redacted] ***

We apologize for the issues the customer has had with the reclinersWe have reordered both recliners and will exchange them free of charge once they arrive at our warehouse in early March