Ashley Furniture Homestores

To whom it may concern, After careful review of your account it was determined that you were in our Lake Grove location on 1/9/2016 at which time you made a purchase under **#[redacted]for the merchandise in question (see attached sale receipt). At the time of purchase you signed the line on the...

sales receipt that reads “Customer Acceptance of Terms & Conditions on Reverse Side.” Among the Terms and Conditions that you accepted are policies that state that the acceptance of delivery binds all Terms and Conditions, and after delivery the manufacturer’s warranty applies only. Our manufacturer’s warranty states that we will service manufacturing defects only at no cost to the customer for a 1-year period beginning at the date of delivery and applicable to the original purchaser at the original delivery address. Also listed in our policies is our return policy which states that we do not accept the return of any merchandise after delivery has been made. On 3/1/2016, you accepted all merchandise in good condition and signed the delivery receipt. As previously stated this binded the Terms and Conditions that were accepted. On 12/30/2016 you called into our Customer Care office at which time we opened a claim due to bubbling on the table-top, and requested pictures to verify the stated defect/damage. Upon reviewing pictures, we scheduled you with a craftsman to determine whether the defect/damage could be repaired. At the request of the craftsman following the service, we authorized a credit for you to select a new table. You had initially declined this offer as you wanted the entire Dining Room Set to be picked up. Since then, you have accepted a successful exchange of the table which took place on 2/14/2017. We have resolved the issues listed in your complaint in accordance with our Terms and Conditions, as we serviced manufacturing defects only. There were no reported defects with any other items included in the Dining Room Set, and we did not allow the return of those items for a credit due to the fact that we do not accept the return of any merchandise after delivery has been made. At this time, you have a brand new table in your possession, and we have not been contacted with any issues since the exchange took place. Thank you for your time, and have a wonderful day!

To whom this may concern,
 
We have received your claim and are currently looking into your account for a better understanding of your situation.
Please allow us some time to review so we can partner with you and come up with a resolution.
 
Have a...

wonderful day

June 29, 2017
Revdex.com Serving New Jersey
1262 Whitehorse-Hamilton Square Rd
Building A, Suite 202
Hamilton, NJ 08690
Re: Revdex.com Customer Comment
Case: [redacted] 
Dear [redacted] Thank you for contacting our Customer Care Corporate Office regarding case #...

[redacted] submitted on 5/30/2017.
Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues for a full refund due to having purchased a Protection Plan. Our position on this matter has changed since it’s last correspondence to the consumer.
Please be advised, this guest has already received a refund in the amount of $152.07, as requested. Again, thank you for contacting FDE Ashley Furniture Homestores and allowing us an opportunity to respond.
Respectfully submitted,
Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore
[redacted]

I have spoken with guest.  She is going to email me pictures of the furniture along with the serial number.  I will forward them to the manufacture to see if they will give them correct since the furniture is will out side the one year warranty,

Good Morning, Thank you for the additional update in regards to the consumer. Per our records the consumer has since been reordered new items and is currently on schedule for delivery of these items on 10/29/16. I have reached out to the consumer today and left a message with her advising her to contact me personally if my information was incorrect and/or not satisfying her concerns to her satisfaction at this time. I am pleased to assist in any way necessary to ensure the consumer is satisfied with all products purchased so that she may be able to fully enjoy her new purchase. Please advise if any additional steps need to be taken to address the consumers concerns at this time. Sincerely,Deannie F[redacted]

Good afternoon this is [redacted] nobody is helping me with this situation from Ashley to come and see the problem thank you

Good Afternoon,We here at Ashley Homestore would like to thank you for bringing thia consumers concerns to our attention. Our customer care department has been working with the consumer to address her concerns. On 9/22 slats were ordered to address the structure concerns and were installed on 10/29....

In addition to a technician was schooled for an inspection to inspect the mattress for dipping concerns. The mattress was found to be witin manufacture specifications and the impression found was less than the 1 1/2 inch requirement from the manufacture to be considered to be a dip. Anything less than is considered to be a body impression and normal to usage. Our customer care department has reached out to the consumer again today to additionally address her concerns as she remains unsatisfied. We are currently looking into the information brought forth regarding the comfort level and the height of the box spring. We are pleased to provide an additional update in regards to the comfort concern upon further investigation.Please feel free to reach out to me should you have any additional questions or concerns in the interim.Sincerely,Deannie F[redacted]

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. All concerns for this consumer have been considered to be resolved in full as a refund was extended on July 5th, 2016 for all undelivered merchandise. Please...

advise if we may be of any additional assistance regarding the consumers most recent purchase. Sincerely,Deannie F[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not...

resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]My voice mail is set up, and has been for years. I have not missed one phone call.[redacted] is my cell phone, and I look forward to their call.
Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. At this time all concerns have been considered fully resolved and all services rendered. In the efforts to resolve the consumers concerns a second delivery team was...

sent on 4/25/15 to atempt the delivery and was successful. Please advise should the consumer require any further assistance and it would be my pleasure to do so.Best Regards,[redacted]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We are currently working with [redacted] to resolve the consumers concerns. [redacted] services and exchanges all adjustable bases manufactured by...

[redacted]. I have been informed by [redacted] that a recent exchange was scheduled of the adjustable base, however, upon removing the original [redacted] was advised by the consumer they would allow for the new to be delivered at that time. At this time neither the consumer nor Ashley Furniture have possession of the merchandise. we are currently working with [redacted] to take possession of the merchandise so that we may extend the offer of credit to the consumer. Please feel free to contact me in the interim should the consumer require any additional assistance while we continue to work towards resolution for the consumer.
Best Regards,
Deannie [redacted]

I have spoken with the guest..  There is a one year warranty on the furniture against manufacturer defects.  We don't keep parts in the store, we have to order the parts, which we did on 11/22.  One of the parts are on back order until 12/26.  He guest didn't want to wait so he...

was going to just purchase a new recliner.   We order all the furniture was it is order so we didn't have the recliner.  The first date the manufacturer will be able to ship it is 12/30.  He wanted to use the chair off the floor until the parts arrive or the new chair arrives but we don't have a loaner program..

The guest is not using the extended protection.  We have entered an exchange under the manufacturer's warranty.  We have scheduled the exchange for 4/24.  I will follow up with the guest after we have delivered the new one.

I have spoken with the guest this morning.  We do have the correct parts on order and they should be shipped in the next week but the guest is going to be out of town, so I am going to see if they can delay shipment.

Deannie called from the business stated that the delivery was delivered in full on 8/12/2017. She stated that they did reach out twice. Once was on 7/26/2017 and offered a refund but the refund was denied that they wanted the furniture set up. Deannie stated that the delay was from the...

manufacturer.

Left message with the guest to schedule the delivery of the new headboard and to see if she has received the refund.

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention.  We do apologize for any inconveniences this consumer may have experienced in regards to the scheduling of the most recent delivery. I can confirm that the...

consumer has been placed on schedule for the delivery of items on 10/22/15. We will do all with in our power to ensure for a successful delivery.In regards to the delay in receipt of the merchandise, please allow me to provide further details as we have documented attempts to contact the consumer to schedule dating back to 12/23/15. Our records show that we attempted to contact the consumer to schedule for the remaining order on 12/23/15, 4/29/15, 4/30/15, 6/27/15, 8/7/15, 8/22/15. The failed deliver attempt was not successfully scheduled until 9/25 upon re-establishing contact with the consumer. Best Regards,*
[redacted]

Revdex.com: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. We was also promised free delivery but wasn't followed through with. If we would had waited for delivery it would had been February 13th. Why wasn't this made priority? I also haven't pushed the matter that the 20% refund was only on half the purchase price, which would had been $400. I was also told I would get a call back and never did. Now we have to deal with furniture not correctly made. The tables don't set evenly on floor and the chair has little holes in it(looks like multiple staple holes), was going to talk with them when they called back, but like I stated never got that call.Regards,[redacted]

I have spoken with the guest and explained the policy.  We will exchange the set for something else but we have a no return policy.  If the guest purchases something more expensive he has to pay the difference if less the difference is to go on a gift card.  I am giving the guest an...

additional 10% off  the new purchase for the inconveniences.

[redacted]
 
Please see the[redacted], as well as the correspondence below. I do believe that many of these concerns are cosmetic due to the leather. As you can see in the pictures we are sending him quality merchandise with slight leather imperfections. Wrinkling can occur during shipping and/or from the natural leather in itself. Wrinkling during shipping can be expected as we take great care to ensure we package well enough to protect the merchandise during shipping. However, as you can see from the correspondence I do not feel the consumer is looking for any further resolution outside of compensation. The offer was extended of an offer of $150 store credit. The offer was extended for this particular one piece in question which was purchased for $1,000. $150.00 in turn would be 15% back towards a future purchase. We do feel that is an appropriate amount based on the pictures I have attached. Please feel fre to reach out to me should you have any further questions.
 
Thanks,
 
[redacted]