Ashley Furniture Home Store

The customer's invoice has been cancelled

Hi, I am writing with utmost disappointment regarding my bad customer experience with the Ashley at Plymouth meeting, PAThe store members were cold to the fact that I was pregnant and made me wait hours in store while the sales rep attended other customers.I don't know if Ashley encourages their representatives to handle two customers at the same time or the mere fact that I was brownI ignored this that day but I did mention it to another Sales Rep that I wanted to get my work done quickerWhen we first went to Ashleys, I was told that I could return the furniture if I don't like it at the time of purchase( Later I realized that it was only to get the sale done)I was forced to give in to the even exchange and after hours of setting up the new order I was promised that I will receive the order the following Thursday(Aug 2015).I still had to drive miles to the store to pick up the chandelier(one of the item which Ashley doesnt ship) on Tuesday(Aug 2015)When I called up the store on Tuesday to confirm if I can pick up the chandelier, I was shocked to know that MY ENTIRE ORDER WAS CANCELLED..No One bothered to inform me about the cancellationWe have a party coming up and we will not have our furniture as we were promisedWhen we tried to reach out to the store manager over the phone we were told that the manager does not work on Tuesday and we were not allowed to leave a Voice mail for him,The lady (Sky) over the phone told us that there is no one else who can make decisions!!! Our request to speak to our sales Rep (Katie) was denied saying she cannot take decisions on this orderAt this point I am very frustrated with the level of service and no longer would like to do business with AshleyWe bought stuff worth $5000, however seeing the customer support I no longer want to drive miles to Ashleys and stand there for hours to re-place the order I already didI would like my money backI will make sure I share my disappointment online via Google reviews and also Revdex.com(Revdex.com)I wished I checked out the bad reviews people have given about their experience with Ashley's at Plymouth meeting, PA

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

Just as a point of clarification, the customer did use their GBS warranty for one of the items - and GBS did exchange one of the claimed itemsTherefore, it doubtful GBS will cancel the warranty at this point as it was already usedIs the customer still interested in canceling the GBS warranty on the other invoice?

We apologize for any insufficiently conveyed communication to the customerTo clarify, the customer made a purchase and opted to pick up the merchandiseOne of our rules stipulate that all pick ups must be inspected by the customer before the customer signs the paperwork stipulating that the merchandise was picked up in good conditionNonetheless, we understand that at times, customers can't catch all of the damagesShould the customer wish to have this merchandise inspected to confirm whether or not the rips reported are manufacturing defects, then the customer must bring back this merchandise to the Regency Furniture warehouse in Brandywine, Maryland

We're aware of the customer's dissatisfaction with the furnitureOur Service Department will contact the customer to help resolve the issues

I left a voicemail for the customer to contact us backWe are going to offer the customer 15% off of their furniture which would be $+ 7% sales tax of $for a total of $[redacted]

This company is very incompetent, im talking about my sins bed, it took them times and more then days to send the proper part for the bed almost never return phone calls and the product (bed) is very poorly made and I know im going to have many other issues in rhe future

We are glad to report the part the customer ordered was delivered yesterday, 10/We thank the customer for their patience throughout the order process

The warranty only covers a specific range of damages pertaining to accidents such as cuts, scratches or stainsWe apologize if this information was not adequately explained at the time of the purchaseIf the customer would like a refund on the specific warranty they purchased, they can call our customer service center at ###-###-#### and our customer service representatives will discuss how to get a refund on the particular warrantyThe customer should reference their invoice number when calling

[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 mostly satisfactory to me Ashley furniture exchanged the dresser with a new, undamaged unitI still have not received compensation for my troubles but I will continue to follow up with the business on that Regards, [redacted]

We have done all that we can do We regret that we have been unable to meet the expectations of Mr***.Regards, [redacted] , Corporate Customer Service ManagerASHLEY HOMESTOREHattiesburg, Meridian, McComb MS and Macon GA

[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 will be happy to speak with the manager However, he or she has never contacted me, despite my complaints here and to the regional office This company obviously does not care about providing good customer service or addressing concerns It's sad that they are okay with getting a lawsuit as opposed to responding adequately to a complaint 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: Ashley Furniture service technician came to the house on 11/to fix the three chairs that were uneven; however, during the visit I reported that the fabric and the stability of the chairs were an issue and the technician also noticed the problem and made a note on the service ticketOn the same day of the service call (11/28), I went to Ashley Furniture to show them pictures of the chairs and I requested for them to exchange the fabric chairs with the wood chairsMrRichard H [redacted] assisted me and verified that the wooden chairs were in the warehouse; however, he couldn't schedule a date to exchange the chairs until the service ticket was uploaded into their systemAs on 12/2, I haven't heard back from Ashley Furniture and again I have to constantly contact them before anything is doneThey have only followed through on helping me to resolve this issue after I have contacted Revdex.com Regards, [redacted]

The cancellation fee for the furniture should be around $based on the total price of the furniture (sans taxes and shipping fee)The customer can confirm this by contacting the store where the purchase was made directly so that they can confirm their chargesThe remaining amount will be credited towards future purchases

First off, we'd like to apologize for the delay in servicing the merchandiseWe understand the frustration of having had so much trouble with the bed over a prolonged periodWe are and will actively do everything we can to make sure the customer has a secure bed that they are satisfied withWith regards to the refund, I'm not sure the store will refund the customer completely for the bed given that the customer is still in possession of the bed and would like to keep itWhile we are contractually - and morally - obligated to make sure the bed is 100% to the customer's satisfaction, we cannot issue a full refund while the customer keeps the bedWe can, however, compensate the customerI am happy to discuss compensation with the customer after the issue with the bed is cleared up and the customer is satisfied with the final product

The customer made the purchase of the furniture on December As of today, December 22, most of the furniture (with the exception of blue pillows) has arrived at our warehouse in Middleriver, awaiting to be scheduled for a deliveryThis process is well within our usual 2-week period from ordering to deliveryThe customer can call to schedule a delivery at any time or, alternatively, can opt to pick up the merchandise from the Middleriver warehouse if they choose

[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: 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]

The customer is making different claims about the price of the ottomanWe can confirm that the customer purchased the ottoman and paid for itIf the customer had a pre-existing agreement with the store manager regarding the price, then the customer needs to contact the store and speak with
the managerOtherwise, what is reflected on the invoice conforms not only to our pricing for the ottoman, but also, is what the customer paid toThe payment therefore constitutes an acceptance of the price for the item.Regarding the sofa sleeper, the customer can return it but must pay a 30% restocking fee, as per the customer sales terms and rulesWe're choosing to adhere to our policy because the customer accepted delivery of the sofa sleeper, despite claiming dissatisfaction with the wait timesThough the customer correctly points out that the sofa sleeper had some imperfections, we offered to exchange the sleeper sofa for a brand new one free of charge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe table has been fixed and the service I received at my residence was as professional as expected, however, the problem remains that my wife and I were completely disrespected and disregarded by their employee "***" After receiving a defected table, being shipped the wrong parts and having services cancelled without our knowledge (resulting in a month wait for our table to be fixed) we were led to believe it was our mishap and our responsibilityThe matter was resolved only after a battle of phone calls on our behalf which ultimately led to us eventually being put into contact with the manager who was simply able to request his technician visit our house that day...seems easy enough Allow me to elaborate.On 12/02/2014, my wife contacted "***" at (302) *** early in the morning requesting a technician appointment ***, who we've been dealing with for months now, advised that she was unable to schedule an appointment since the technician was not in the office but that "she'd leave a note" Seeing as we have been through this several times before with negative results, I contacted *** on my own to resolve it At 10:03am I contacted ***, who seemed to have no clue as to the matter I was calling on behalf After a short briefing she remembered and we began to discuss I explained that this has been an ongoing matter and I was requesting she make a considerate attempt to contact the technician so we could resolve the matter without any further delay and schedule an appointment *** again informed me she could not contact the technician and even if she was able to do so, she could not schedule an appointment because the technician does not carry any sort of scheduling information on him so he could not determine his own availability This seemed odd to me so I requested to speak to her manager *** advised there was no manager in the building (as there never seems to be) and that she'd "leave a note" Again, this is an ongoing issue with "notes" that never seem to reach the person they are intended for I asked for another number to call but she advised there was none and I requested an email but was told there was no email either Seems like poor business to have no communication especially in a matter that is created by fault of the business, not the paying customer To add to that, *** advised me that there are customers who have been waiting far longer than I for their furniture to be fixed so that I had to be patient and wait my turn This was uncalled for and completely unprofessional seeing as, again, this issue was deemed to be the fault of the company, not the customer I then advised *** of my intentions to stress my concerns to the Revdex.com to which she stated "that's fine" I then asked when I could speak to a manager to which she stated that she did not know when they'd be in and that they pop in and out of the office I advised her I would contact her every 30minsto assure that I reached one on this day to which she stated "you can do that" and abruptly hung up on me This is the second time she has abruptly hung up on my wife and I! That's unacceptable I called back other times asking for a manager with negative resultsI then contacted their corporate office to which I located online and expressed my grievance with them as well. Finally I was contacted by a manager who was easily able to send the technician to my residence within the hour and the problem was fixed The table looks great and I have no further concerns regarding the physical piece of furniture As for the service I received this past months, especially on 12/02/2014? That's unacceptable and uncalled for We spent over $5,at that store and paid an extra $for warranty service and I do not feel I received warranty service Simply admitting fault and showing the service is completed does not reverse the insult, disrespect and disservice my wife and I went through, specifically with *** I would expect that matter will be looked into and that her actions, unprofessional attitude and inability (or lack of desire) to assist the customers of this store will be handled appropriately? My concern for this is the next time I have a problem with furniture and need to utilize the services I paid for I would not like to hear her on the other end of my telephone call in the same matter I did these past months I would imagine a company of this size has training or other means of situating disrespectful call takers and employees If this request is unable to be met I would expect a refund of my warranty service seeing as it is not being honorably met through the business that sold it to me and I can shop elsewhere the next time I need a piece of furniture fixed Thank you for your time and attention