Ashley Furniture Homestore

October

24, 2015RevDex.com, Inc.[redacted]

[redacted]           

[redacted]Re: [redacted]Thank you for contacting S[redacted]...

[redacted]. We appreciate that

you have notified us regarding Ms. [redacted]’s concerns.Ms. [redacted]’s original delivery occurred on

07/19/2015. On 08/19/2015 Ms. [redacted] contacted our customer service

department stating that there were challenges with the finish of her dining

room set. We dispatched a service technician to Ms. [redacted]’s residence on

08/26/2015 where our service technicians were able to correct the concerns and

Ms. [redacted] had signed in agreement that the concerns were resolved. On 09/17/2015 Ms. [redacted] contacted our

customer service department stating that the finish of her dining room set

differed from one piece to another. A second service technician was dispatched

to Ms. [redacted]’s residence on 09/26/2015 and there were no defects found with

the pieces. Ms. [redacted] did not agree with the findings and was contacted by

our customer service department to discuss. We were able to reach Ms. [redacted]

on 10/02/2015 after multiple attempts to reach her and as a courtesy to appease

the concern replacement parts were ordered to resolve Ms. [redacted]’s concerns.

On 10/15/2015 A service technician was dispatched to complete the installation

and was able to resolve Ms. [redacted]’s concerns. We regret Ms. [redacted]’s experience and have

made several attempts to reach her with no response to phone calls and email

from our customer service management team. Regards,Renee

L[redacted]Customer

Service Director[redacted]

December

1, 2015RevDex.com, Inc.Dispute

Resolution Department4428

North 12th Street            Phoenix,

AZ 85014Re: [redacted]

# [redacted]Thank you for contacting...

Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Mr. [redacted]’s concernsMr. [redacted]’s original delivery

occurred on 11/13/2015. Upon delivery Mr. [redacted] had reported a snag in the

cushions on 2 of his barstools which were photographed by the delivery team at

the point of delivery. Unfortunately that information had not reached our

customer service department at the point of delivery to speak with Mr.

[redacted] regarding the concerns. Mr. [redacted] had an additional delivery on

11/18/2015 and had reported challenges with the item delivered on that day as

well. As per the company policy once Mr. [redacted] had signed for the delivery

of his goods they were at that point subject to in home repair prior to the

authorization for any type of replacement. Mr. [redacted] had contacted our

customer service department on 11/14/15 to report the challenges with the

original delivery at which point he had been advised that we could order

replacement parts for installation which Mr. [redacted] did not agree with and

had requested a replacement. We had received Mr. [redacted]’s

correspondence from the Revdex.com on 11/19/2015 and was contacted

by our Customer Service Management team and it was agreed to deliver

replacement pieces as per Mr. [redacted]’s request to appease the concerns. Mr.

[redacted]’s replacement pieces were delivered on 11/28/2015 with no reported

challenges. Our Customer Service Management team did place a follow up call and

have not received a response as of yet.We regret Mr. [redacted]’s situation

and he has been given the contact information of our Customer Service

Management team with any additional questions or concerns  Regards,[redacted]

[redacted]Customer

Service DirectorAshley

Furniture Homestore[redacted]Glendale,

AZ 85308

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concerns.Ms. [redacted] original delivery occurred on September 4, 2014. On that date, Ms. [redacted] reported service issue with her...

bedroom set and had to refuse her sofa and chair due to a sales error.  The sales error was corrected and a new delivery date of September 20, 2014 was scheduled. In the meantime, Ms. [redacted] service appointment to address the concerns with her bedroom furniture was scheduled for October 2, 2014. Ms. [redacted] service appointment resulted in her nightstand and dresser needing to be exchanged for new pieces. Ms. [redacted] was then informed the order for her sofa and chair was delayed by the manufacturer.  On September 27, 2014, our company’s computer servers were destroyed by inclement weather at our Phoenix corporate offices. The computers were not restored until October 2, 2014. By that time, Ms. [redacted] exchange and corrected furniture orders were to have been delivered. Because she was impacted by this scenario, Ms. [redacted] was contacted by our Corporate Customer Care department once we were able to access her account. Ms. [redacted] delivery has been rescheduled and we are continuing to work with her to ensure her complete satisfaction. Ms. [redacted] has been provided a contact name and number for all of her concerns. Regards,[redacted]Executive AssistantAshley Furniture Homestore

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did in fact receive a check for the refund of the furniture, BUT it was short $100. I made the deposit and the following day received a message from my bank stating that there had been a stop payment placed on the refund check they had given me. So now there are bank charges of $24 on top of the outstanding $100 that they took out of the refund.  They received MY money in a timely manner but it has taken Months now for me to receive it back plus what they subtracted from the original amount AND now bank fees. This matter is NOT resolved!!!

Regards,

May 27, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street           

Phoenix,

AZ 85014

Re:

/>

[redacted] #[redacted] AZ      

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Mr. [redacted]’s concerns.

Mr. [redacted]’s

correspondence has been forwarded to our store management team for review. He

has been contacted and will be meeting with a member of our management staff at

his convenience. Mr. [redacted] has been provided a contact name and number with

regard to this issue.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

March 9, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street           

Phoenix,

AZ 85014

/>

Re:

 

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Ms, [redacted] concerns.

Ms. [redacted] purchased

her furniture on February 16, 2014 and had a scheduled delivery date of

February 20, 2014. Part of Ms. [redacted] purchase included a TV featured in an

advertisement which compelled her to purchase. On February 21, 2014, Ms. [redacted]

realized the TV was not the one advertised. She contacted the manager of the

store where she purchased and was advised the TV would be corrected and she was

also returning 2 pieces of her sectional.

On March 3, 2014, Ms.

[redacted] again contacted the store where she purchased because her TV had not yet

been switched out.  She spoke with a

manager who immediately corrected the situation and delivered the correct TV on

March 8, 2014. We regret this error and the delay in a resolution and have

apologized to Ms. [redacted] for this incident. She has been given a contact name

and number for any future concerns.

Regards,

Aimee

Mariani

Executive

Assistant

Ashley

Furniture Homestore

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Re: [redacted] #[redacted]  

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’s concerns.

Ms. [redacted]’s original delivery occurred on August 28, 2014. Later on the day of her delivery, Ms. [redacted] reported that her loveseat collapsed. She contacted the store where she had purchased and they offered to bring a new loveseat and issue a $100 refund.

 

Ms. [redacted] had to have 3 more delivery attempts before she received undamaged furniture and also had to have the motor replaced by a technician on her most recent loveseat. The intervention of our Customer Service management team occurred much later than warranted and we sincerely regret the delay in this resolution.

Ms. [redacted] has been offered additional compensation as per her request in the form of a price adjustment back to her finance account and provided a contact name and number for any future concerns. We hope she is now able to enjoy her furniture and will accept our sincere apologies for this experience.

Regards,

[redacted]

Executive Assistant

Ashley Furniture Homestore

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’s concerns.

Ms. [redacted]’s original delivery occurred on July 12, 29014. At the time of delivery, Ms. [redacted] reported service issues with her sectional and advised the store she wanted to cancel her order. Ms. [redacted] was contacted by Customer Service and schedule a technician to make necessary repairs. On July 15, our technician was able to repair 2 of the pieces and determined the 3rd piece must be replaced. On July 16, 2014, Ms. [redacted] again contacted the store and stated she preferred to cancel.

On August 16, 2014, Ms. [redacted] informed us she had not yet received her refund. Our A/R department was immediately contacted and has rectified the situation. On August 28, 2014, Ms. [redacted] informed us that her bank has reported a stop payment on her refund check. We are in contact with Ashley Furniture Industries and are pursuing an immediate resolution.

We have refunded Ms. [redacted] an additional $24.00 for her bank fees and an additional $100 for her delivery fee. The refund is being expedited and will be sent express mail on September 25, 2014; Ms. [redacted] should receive the check by September 27, 2014.

We do regret the delay in the refund and have provided Ms. [redacted] with a contact name and number for any future concerns.

Regards,

[redacted] 

Executive Assistant

Ashley Furniture Homestore

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concernsMs. [redacted] original delivery occurred on 04/30/2014. On 5/4/2015 Ms. [redacted] had contacted our customer service...

department regarding an extended warranty claim for pet related damages. Our customer service associates had explained to Ms. [redacted] that our extended warranty programs exclude any damages related to a household pet. Ms. [redacted] had advised that the sales specialist that had assisted her at the original time of purchase had verbally told her that pet damages were included in her extended warranty. On 5/5/2015 we received the correspondence that Ms. [redacted] had submitted to the Revdex.com. She was contacted by the Customer Service Management team who have authorized the full refund of her extended warranty and have ordered replacement parts at no charge for the pet related damages and will be installing them at no charge as a courtesy to resolve the concern.  We regret Ms. [redacted] experience and she now has the direct contact information for the Customer Service Management team should she have any additional questions or concerns. Regards,[redacted]Executive AssistantAshley Furniture Homestore

April 24, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street           

Phoenix,

AZ 85014

Re:

/>

[redacted] #[redacted] 

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Mr. [redacted] concerns.

Mr. [redacted] did use a

finance program when he purchased his furniture. Upon receiving notification

that Mr. [redacted] was not happy with the financing process and terms, he was

contacted by a member of mana**ment from the store where he purchased. The

terms of his finance contract have been explained and Mr. [redacted] has been invited

to shop with us again.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This proposal is unacceptable because it will simple continue. With “companies”, like ** financial basing their high standard of approval on credit, how can anyone repair their credit or fix it with such acts, as far as I am concerned is intentional sabota**. Ashley furniture says that this is the agreement they have with ** and there is nothing they can do about it. But there is; Ashley furniture received a check from the secondary company in my behalf. The Ashley furniture should post to the credit bureau’s the payment in my behalf has been received to show payment received in full on my credit report and that I am in good standing. Anything short of that is an insult and offensive.

Regards,

May

1, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street           

Phoenix,

AZ 85014

 

 

Re: [redacted] #[redacted]

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Ms. [redacted]’s concerns.

Ms. [redacted]’s original delivery occurred on October

25, 2013. On April 7, 2014, Ms. [redacted] reported to the Revdex.com

who in turn notified our Customer Care department that she had bed bugs and

believed they originated from our furniture. Because the furniture has been in

Ms. [redacted]’s home for nearly six months, we cannot and will not accept any

liability for any infestation of Ms. [redacted]’s furniture.

 

Ms. [redacted] has been contacted and advised

that we only sell brand new, encased or sealed product from our warehouse and

we never pick up, transfer or bring into our warehouse any furniture that has

been used. We further provided Ms. [redacted] with the following information:

There are several means by which a home

can become infested with bedbugs. People most often acquire bedbugs at hotels,

motels, and bed-and-breakfasts and bring them back to their primary residences

in their luggage. Bed Bugs can also

latch onto your clothing and travel with an individual to and from their

workplace. The fact is that although bed bugs can survive extended periods of

time without feeding they are only attracted by living beings and predominantly

the carbon dioxide and heat that comes from the breath of their host.

We have had no reports of bed bugs from any

of our customers in the previous 12+ months and no indication whatsoever of an

infestation or even of a single occurrence in our warehouse. While we do

empathize with Ms. [redacted]’s situation, we emphatically reiterate it cannot be

attributed to our company or the delivery of our furniture.  Our response as a company remains unchanged.

Regards,

Executive

Assistan

Ashley

Furniture Homestore

June 2, 2016    Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street  Phoenix, AZ 85014 Re: Brad Y[redacted] #[redacted]    Thank you for contacting [redacted], dba Ashley Furniture Homestore. We appreciate that you...

have notified us regarding Mr. Y[redacted]’s concerns   Mr. Y[redacted]’s original delivery occurred on 04/04/2015. We had received Mr. Y[redacted]’s correspondence from the Revdex.com on 05/30/16 after having not spoken with him regarding their concerns prior to their correspondence.   Our customer service management team was able to reach Mr. Y[redacted] on 05/31/16 and have received photos of the areas of concerns and have determined the defects on their merchandise were valid and even though the manufacturer warranty had expired the month prior we have agreed to cover the challenges. Mr. Y[redacted] is currently scheduled to receive their replacement pieces on 06/09/16.     We regret the challenges that Mr. Y[redacted] has experienced and confirmed that all concerns have now been addressed.      Regards,   Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

The business did replace the couches with the exact couches that I had previously. This entire replacement ordeal has not been the most pleasant experience with the customer service trying to deliver to an old address, that the previous couches weren't even delivered to and then the delivery guys installing all but one of the legs ont he couches crooked and protruding from under the couches. In the week that I have had the couches I can already see that these pieces of furniture will fall apart in a matter of months just like the previous pieces. There are str[redacted]e lumps in the arm of the cushion that are unpleasant and what feels like deep gouges in the batting material that is under the surface material as well. Overall I am not happy with my experience with this company and was hoping that the replacement couches would be an improvement and this situation would be resolved. I can see that Ashley furniture does not care about quality in their furniture and I will not return to shop with the company.

January 19, 2016

Arial, sans-serif;">Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street            Phoenix, AZ 85014 Re: [redacted] / [redacted] #[redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mrs. [redacted] concerns. Mrs. [redacted] original delivery occurred on 12/1/2015 which at the time of delivery there was a challenge with merchandise being damaged out of the box that had been sent back with the delivery team and replacements were ordered. In addition there was an item missing from the original sales order needed to complete the set purchased. On 12/09/15 the replacements for the original damaged pieces were delivered. Mrs. [redacted] had noted some minor scratches to one of the replacements which replacement parts were ordered to be shipped to the residence. On 01/12/16 a service technician was dispatched to Mrs. [redacted] residence to provide the installation of their replacement parts and our service technician had deemed that the part shipped from the manufacturer would not work to resolve the concerns. It was agreed upon per Mrs. [redacted] request that we pick up the merchandise and provide a full refund. We regret the delays and damages on delivery with Mrs. [redacted] purchase and we have been attempting to reach Mrs. [redacted] to arrange a pick up date for the order so that we can provide them with a refund.  Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

December 19, 2015

Arial, sans-serif;">Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street            Phoenix, AZ 85014 Re: [redacted] #[redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mrs. [redacted] concerns. Mrs. [redacted] original purchase was made on 11/24/2013. At the original point of purchase a finance contract was written and signed for an agreement of a 12 month 0% interest finance term for the purchase. On 12/10/2015 we had received Mrs. [redacted] correspondence from the Revdex.com stating that there was a discrepancy with the original finance term. Our store Management was made aware of Mrs. [redacted] concerns and were able to reach out to the finance company and all interest charges have been reversed as per Mrs. [redacted] request.  Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

Re: [redacted]Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.Mr. [redacted] original purchase was made on 03/27/2015 and had purchased merchandise from our...

clearance area where all items are marked sold as is with no returns, refunds, or services. Mr. [redacted] had purchased a table with a leaf insert and had contacted the store location on approximately 04/04/2015 to advise that the leaf sold with the table did not fit correctly in the table. Mr. [redacted] had been advised by the store management team that the merchandise had been sold from the clearance area and there were no returns. On 04/07/2015 we received Mr. [redacted] correspondence from the Revdex.com. He was contacted by our Customer Service Management team and it was determined that the incorrect leaf had been sold with the table and due to the circumstances Mr. [redacted] was authorized to return the table and apply the monies to a different purchase.We regret Mr. [redacted] experience and he has been provided with the contact information for or Customer Service Management team should he have any additional questions or concerns in the future.Regards,[redacted]Executive AssistantAshley Furniture Homestore

I did not realize this was [redacted] of [redacted], the store I went to was in [redacted] AZ, can you still help me or do need to resubmit this?

Ashley store: [redacted], [redacted] ** [redacted]