Ashley HomeStore

The customer received delivery on 7/5/and the merchandise did not fitit clearly states on the customers receipt as well as in several different areas of the delivery expectations form that every customer receives at the time of purchase that (NO FIT DELIVERIES WILL INCUR A 30% RE-STOCK FEE)As a courtesy the Company allowed the customer to reselect to a set they picked out themselves and said would fitThe set they picked out was more expensive than their original purchase and the Manager worked out a price for the customer that not only reduced the cost of the re-stock fee, also ensured that the customer would not have to pay anymore than they already spentIn essence the customer received a more costly set of furniture with a significantly reduced re-stock fee as a courtesy of the Company therefore saving them significantly on both the higher cost of the furniture and re-stock feeThe Husband was VERY adamant that the set they reselected to would fit with no problems and was encouraged by the Manager to go home and take the measurements just to be safeThe customer insisted that the merchandise would fitThe customers were read the back of the receipt in its entirety just to make sure they were clear on the policies and the wife initialed in multiple areas on the back of the receipt indicating that they understood the terms and conditions.The Company went above and beyond to help and work with these customers by allowing them to reselect, significantly reducing the restock fee, reducing the cost of the furniture so that they would not have to pay anymore than they already paid even despite them reselecting to a higher priced set and not charging them a re-delivery feeThe Company has the customers signed receipts, along with their initials on both purchases to prove that the customer was aware both times of the re-stock fee along with all other policies and would be glad to fax a copy to the Revdex.com or to the customer as proof and for their records

The cus***er's merchandise is being picked up and they are receiving a full refund of their purchase

Thank you for making us aware of this situationIt is greatly appreciatedI have reviewed the situation with all parties involved and have found that we have been more than accommodating to this customerAn offer was presented to the customer to pick up and repair the items at no additional cost This is covered under her manufacturer's warrantyShe originally agreed to this option and within 24-hours, changed her mindShe stated this option was unacceptable.We have since offered this customer an even exchange of her Sofa Sleeper and Loveseat at no additional cost to herWe even waived the delivery fee that would be associated with this actionThe waived fee, based on the customer's location, would have been $She refused this offer stating the pieces were of poor quality and that she was afraid that she would run into another situationWhen the customer refused that option, the store manager offered her the option of re-selecting for a different set of equal or lesser valueThe customer was to come in to the store and ask for the manager, who would then assist the customer with the re-selection processThe customer came to the store, acted as if she was a new customer and tried to order a different setWhen it came time to place the order, only then did she inform us of the fact that she was told to come in and work with a manager to pick out a new setThe customer was apparently trying to negotiate a discount on a set that costs over $more than the set she originally purchased, which was in direct conflict with the agreement that was made to pick out a new setThe store manager worked with the customer and even allowed her to re-select a new set at a higher cost on the condition that she pay the differenceWe have even ordered the pieces for the customer in good faith of payment on the difference, which comes to $The items were ordered on 3/19/It is now 4/15/ We have yet to receive the payment of $The items are going be arriving at our warehouse on 4/30/2016.In regards to the damaged to the customer's floorWe have spoken with the 3rd party company who performed the deliveryThey are working on finding a contractor in the [redacted] area who can resolve the issueThis issue was not brought to our attention until months after the delivery was performedWhile we cannot be 100% certain that the damage was caused during the furniture delivery, we are forcing the delivery company to resolve this in a timely mannerThey have assured us that the situation will be taken care of as soon as is possible.Thanks

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 Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The tech down right ignored what I was saying when he came outYes the middle leg supports were, are and continue to be loose, broken however so is the ENTIRE frameHis suggestion of putting a piece of balled up foam under it was not a satisfactory resolutionWhen I declined him putting the balled up foam under the middle support beams he stated that there is nothing else that could be done and we would keep having the issueI asked if we can put a carpet under the legs and he said "sure." The majority of this techs time was him sitting in his van prior to coming to my door The date I was given in July when I called several times is insaneThe manager Jerry refused to return my calls which is very unprofessionalThis is a faulty product that the store should make good on Sincerely, [redacted] ***

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 for the bookcase The technician came out and repaired the bookcase without a problem He was almost an hour late for the appointment and was here for close to hours As for the desk, he attempted to make all the repairs to the desk top He was able to repair the edges of the desk but the top needed to be sanded down and refinished When he was done, the desk was clearly finished with different colors The damaged areas are much darker than the rest of the top and still show the deep scratches in the top After the repairs, I still feel as though I am due some compensation for this inconvenience and the finished look of the top Sincerely, [redacted]

The refund was done on 3/9/in the amount of $

The customer was spoke to numerous times in terms of their concerns and several options were offered to the customer in terms of a resolutionThe customer has been offered the following in terms of rectifying the matter.$delivery refund, an additional dollar refund plus an additional $dollar in store gift certificate which brings the customers total compensation up to approx$They were also offered the opportunity to return the bed for a refundThe company has offered a variety of resolutions to the customer and is willing to work with the customer in terms of resolving their concern through any of the ways offered

I can certainly appreciate the confusion, but in order to get the corporate online pricing, we need to follow their financing requirements, which states there is a minimum purchase amountwhich your purchase fell well below the minimum requirement, and would have been even lower with the online pricing.There are requirements, and perimeters we have to meet in order to use the Finance companyThey offer different plans, and minimum financing amount according to their scheduleWe need to adhere to them in order to be able to us this bank to offer financing to all our customers who qualify.We are sorry we are not able to off you what you want, we do not make the rules, but we need to follow them

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 Mike B stated: This is a follow up to our conversation from earlier today.Per your request, we will be picking up your furniture and refunding you for the entire orderThe refund will be in the amount of $and here is the break down:$will be credited to your [redacted] accountOnce the order is picked up and returned to our warehouse, we will notify [redacted] The remaining balance will be credited and [redacted] will send you a check for the amount paid to date.You also paid taxes and delivery on a [redacted] card ending in #XXXX in the amount of $This will also be refunded once the items are picked up and returned to our warehouse Provided this happens, we will consider this issue closed Thank you for protecting hardworking consumers like ourselves! Sincerely, [redacted]

Ms [redacted] was told that the Company is willing to return the sectional however the cus***er would be responsible for incurring a 30% re-stock fee which is a part of the policies and proceduresThe cus***ers are made aware upon the initial sale that for any reason they choose to return the furniture they are responsible for paying the re-stock feeA furniture Technician has approved the merchandise for return and as stated the Company is willing to accept a return of the furniture with the 30% re-stock feeThe cus***ers are made aware of this policy up front and they sign their sales receipt verifying that they have read and understand the Companies policies.It is our full intent to work with the cus***er and accept a return of the furniture however the cus***er is responsible for paying the 30% re-stock fee

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 meI will be contacting Ashley Furniture Warehouse-Edison, [redacted] instead Sincerely, [redacted]

This was exchanged on March 9,

Complaint: [redacted] I am rejecting this response because:Unfortunately, the problem at hand was NOT fixed within the forst year is we are still having the SAME problem Therefore, a solution was not provided I will say it again, a bandaid soultion was given for their poor quality merchandise Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I BELEIVE T YOUR ACTIONS ARE DECEITFULL AND WILL TELL CONSUMERS LOOKING FOR FURNITURE NOT TO SHOP AT YOUR LOCATION, SINCE I AM IN THE SAME BUSINESS, I HAVE MANY CONTACTS WITH CONSUMERS LOOKING FOR FURNITURE Sincerely, [redacted]

[redacted] was spoken to by [redacted] and he confirmed with her that she would be receiving delivery on Friday 6/12/she was well aware of that as well

[redacted] We have been more than accommodating to [redacted] On August 5, 2017, we delivered and assembled all furniture without fault and within the timeframe provided to them the night beforeOn the day of delivery the [redacted] s called several times requesting that we change the timeframe for their delivery, because they had an event to get to that eveningEach time they called they became more and more irate with our customer service and management team about the matterOne of our managers called every couple of hours with updates about the drivers whereabouts Due to the customer being upset and worried about missing their event, as a courtesy we offered to refund them the delivery charge of with applicable tax and they declined We are still willing to refund the delivery Sincerely , [redacted]

Complaint: [redacted] I am rejecting this response because: Why is it when I received the furniture I pointed out stuff that was not there when I purchased the furniture on the floor no one has responded? I know what was and was not on the furniture when I picked it out and those scratches or the dent were not there. I wouldn't have picked it out if I saw the marks! Sincerely, [redacted]

While we can appreciate the [redacted] concerns, they did purchase an insurance plan through [redacted] where a claim has been made to replace the setIt was delivered January 23, I received a call from them re: a squeaking noise fro the Sleeper sofa In Aug 2016, offered a service tech to go out to find out what is going on, she stated one was out in Dec 2015...in looking into this is was determined bu the teck we needed to order a new mech for the bed, which was no longer available in August when I was trying to order, I explained to the customer at that tome shw would need to contact montage to make a claim at this point as it was not repairable the frame was bent, montage push iot back no us so we contacted them directly and it was determined they would cover it the customer needed to file a claim, which I informed her of.....the sofa cost was $ and love seat $ the plan was $ [redacted] has authorized for the customer to reselect to another set, as the one she has is no longer available, there is a buy out option that she was offer but did not want thatAt this point we are waiting for the [redacted] to come in to reselect to another set that [redacted] insurance company has authorized her to do

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I was granted the months financing at the invoice [redacted] of so what they are saying is , it is printed right on my copy.When I called store about the on line pricing for there store which was less and they said if I paid with my own credit card , I could get that priceI SAID I WANTED FINANCING THEY OFFERED ON MY SALE THEY SAID OK MONTHS.I called again and they said if I went online the sale would go through there store in manchester.So if I buy online it is cheaper this is deceitfull ,