Ashley Furniture Home Store

Complaint: ***
I am rejecting this response because:You said that yall would be happy to replace the furniture then you said you wouldn't so which one is it? Question for the day??? Are you a lady of your word are are you not?
Although, I believe it would better to refund the purchase.Regards,
*** ***

[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 *** and find that this resolution is satisfactory to me.
Regards,
*** ***

[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: ***
I am rejecting this response because:
The business must deliver the product and assemble the merchandise as stated in the agreement between me, the customer, and the businessUntil there obligation is fufilled the matter is still outstanding and the job not completed
Regards,
*** ***

Whenever customers order merchandise from us (and we subsequently order the merchandise from the respective manufacturers), there is a 2-period wait time for the merchandise to come in
The customer's order came in, and we delivered itUnfortunately, some of the pieces were damagedWe're
currently working to make all of the necessary repairsShould the repairs not be satisfactory or up to manufacturing specifications, we will certainly exchange with new merchandise
We apologize for the inconvenience and hope the customer can continue to be patient as we work to assuage the issues

The customer has been contacted and made aware that her dresser will be available for pick up tomorrow 12/29/

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Complaint: ***
I am rejecting this response because:what is the restocking fee?
Regards,
*** ***

We completely understand that the furniture has taken longer than expected to arriveWe would like to offer the customer a $gift card to be used at any of our store locationsThe furniture should be in no later than by the middle of the monthIf the merchandise takes longer to arrive, the
customer can cancel for a full refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** **

Customer has not shopped with usIf the customer is unhappy with the sales prices, they can speak with the store manager

The new recliners will have the same one year manufacturing warranty that all of the other furniture comes
withOtherwise, we cannot accommodate a vaguely defined 30-day grace periodIf there are issues during delivery, the customer is free to send them back then and thereAny issues beyond that will be subject to the same protocols we already have in place, namely, an inspection by a certified technician

Initial Business Response /* (1000, 10, 2016/07/20) */
This customer has been explained several times that the issues he has are not under warranty nor covered under his accidental protection planWe replaced items previously and explained at that time that this was not covered and would not be
in the futureWe have offered to repair furniture at a cost to the customer, which he has deniedWe have no further offers for himThank you

We have contacted the customer and scheduled a day for a technician to service the merchandiseIf the customer is not satisfied with this service attempt, then we can replace the itHowever, as per protocol, we must first attempt to repair the merchandise up to manufacturing specifications

We're sorry to hear that the customer was left unsatisfied by the overall experienceHowever, we are happy to see that this was resolved and the customer was able to return the stools he purchased

We have received the customer's note and acknowledge that the merchandise has taken a long time to come in (way past our estimated two-six week ETA we give the customers)Unfortunately, there have been some issues regarding the manufacturer's shipments to the stores over the holiday period that has
significantly affected our ability to deliver furniture within our promised time frameThe customer's furniture will not be in by the 10th but does seem like it'll be delivered to our warehouse on the 15th (which we will then deliver within a week after its arrival)Nonetheless, we understand the customer has waited a long timeThe customer can cancel the merchandise for a full refund if they wish toOn the other hand, we're also willing to refund the delivery fee and deliver the merchandise once it arrivesThe choice is up to the customer and they can contact us with any one of their decisions to either cancel the entire order or come in for a refund of the delivery feeWe thank the customer for their continued patience during this ordeal

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Complaint: ***
I am rejecting this response because: I paid Ashley Furniture $for their technician to come out to inspect the furniture, attached is the response from Any Furniture Service stating that it could not be repaired, and I have attached only a few pictures of what the furniture look like, there are more
Regards,
*** ***

Dear Revdex.com, I apologize that you have not received a response to this inquiry in a timely manner. The email was sent to an email address that we don’t use very much, hence it was overlooked until we received a letter in the mail saying the case had already been closed. In the
future, please send complaints by mail to: Ashley HomeStore Chuckwagon Drive Springfield, IL We always do our best to make our customers happy. We are in the service business! With that said, we are very sorry that Mrs*** in unhappy with the sofa’s she is referencing. In researching Mrs***’s sales history with us we discovered that the last purchase she made in our store was in the fall of 2008. Our records also reflect that she was unhappy with her sofas at that time and we gave her a refund for her purchase. So, I’m not really sure what sofas she’s referring to, and even if they are indeed from our store, we do not warranty our merchandise for years. Ashley warranties all merchandise and parts for year. After year we are happy to provide service to our customers at their cost. We keep very accurate notes of every conversation/complaint we have with a customer and there are no notes in Mrs*** account that she has ever called here since December of Again, I apologize for our delay, but hope that you will consider adding this as our response to said complaint Sincerely, Barbara Seidman Ashley HomeStore Springfield, IL

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: Its the wrong part Try again!!
Regards,
*** ***

Customer received delivery of the replacement rails on 2/24/The customer service manager also spoke with her on 2/Customer was requesting a protection plan on her rails at no cost in case they ever break againAs the protection plan company that we are currently working with does not cover
rails breaking she was offered that if the rails break again we will order the parts and service the rails at no cost to herCustomer accepted that resolution

We certainly apologize for the experienceHowever, we based our decision on the examination of trained service techniciansIf the customer
would like a second opinion, we're happy to review the case againThe customer should contact me directly at ***@regencyfurniture.biz and we will review the case again

No, we're not stallingI literally cannot find this customer in the systemThe identification number of the couch isn't going to help because we're not the manufacturer - we're the store and we do not catagorize or keep track of sold items based on individual identificationsThis person did not provide anything other than a name and an address - neither of which are showing up in the systemWe cannot resolve any issues until we can identify who this person is in our systemInvoice number or the name that was actually used during the purchase would be very helpful in identifying this person so that we can attempt to resolve their issueEither that or it's possible the customer purchased from a separately owned Ashley HomeStore that is not associated with us