To whom this may concern:I apologize for any inconveniences you are experiencing with Ashley furniture, however due to our terms and conditions on the back of your receipt signed at the time of sale there are no refunds or exchanges. Please refer to the back of your receipt for confirmation....
Once items are delivered manufacturer warranties apply only.
Complaint: [redacted]
I am waiting for a technician to come to my house to repair the sofa. Called on 2/15/16 week and I had to call again today. They informed me the technician will be at my house on Thursday which is unacceptable because I have a Doctor appointment. They failed to call me to notify me they had scheduled ab appointment for the repair. It has been reschedule for March 8. I will wait and see what happen. This has been an ongoing process since Nov. 2015. I wish I could give it back to them, I am tired of waiting. I hope in the future everything will be inspected by Ashely before it leaves the warehouse and I will have someone here with me to check out my purchase.
Regards,
[redacted]
To whom this may concern,Please be advised our records show a refund check has already been sent out, if our guest has still not received their refund check please reply to this message.Per our records, the check should have been received by now.Best regards,Miryam C[redacted]
Complaint: [redacted]
I am rejecting this response because:
First of all, my sofa still under the warranty. In addition, the excuse of not being able to process claim because of the serial number they claimed should be on the sofa, it is simply unacceptable. Ashley is clearly fully aware of these peeling product issue and therefore, should address it by replacing the sofa or providing full refund. In addition, I was never offered any options of repair and I have never received any communication from Ashley offering a repair, that is false statement.
Regards,
[redacted]
I am rejecting this response because: This response does not answer our original complaint. Their response only...
highlights a portion of a warranty. It does not state who to contact, what to do next, or if we will be charged for the repair. It does not state anything regarding repairing our item in anyway.
Complaint: [redacted]
I am rejecting this response because:
Enough with the runaround, this is really unacceptable from Ashley. Once again, Ashley is clearly fully aware of these peeling product issues and therefore, should address it by replacing the sofa or providing full refund. We purchased this sofa from Ashley and it was sold to us as genuine leather by Ashely and Ashley representative, not the manufacturer and therefore Ashley should respond to us by providing a fair compensation for full refund or equal value credit. I am sure there is way Ashely should be able to track down the serial number or process my claim with the product number included on the original invoice we have and have provided to Ashley several times. We should not be responsible for your poor and inefficient system of records, your system inability to track back orders older than 4 years is not our responsibility and it’s simply unacceptable and probably another false statement. We also provided copies of all the labels included in the sofa. It's really unacceptable that Ashley knowing they have a peeling defect is not taking ownership of this issue and furthermore unable to quickly come to a resolution and provide clients with a replacement item or credit of original value.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: We have spent too many hours on this to start this all over from the beginning and have someone come out and “inspect”. We had to drive down to the Ashley store where they gave us the number to [redacted], what Ashley Furniture believed was the protection plan company. I called [redacted] where they couldn’t find me in the system. They told me to call Ashley’s again and get the plan number. I do that and was transferred to 3 different people to get this plan number only to find out that I was given the incorrect protection plan company. It turned out that [redacted] stopped doing business with Ashley’s before I even purchased my furniture. How I was directed to [redacted] to begin with is beyond me. I was finally given the number for the correct protection company. When I called they put the claim in for the table and the 2 footboards. I was told the 2 footboards would go on the same claim so I was given only 2 claim numbers (one for the table and one for the footboards). At that time I was asked to send in the pictures of the damaged items which I did a couple days after once they were taken. A week passes and I hear nothing so I call back. The representative explains that they don’t call when a claim is answered but I need to keep following up. I was told then that my claim wasn’t looked at yet. Another week passes I call back and I find out that the footboard claim was only for one of the footboards and not both so I needed to open up a third claim. At that time they told me the first 2 claims were looked at but they were waiting for pictures. I explained I sent in the pictures a couple days after the claims were opened. They said they couldn’t locate them. I re-forwarded the email with the pictures. More time passes and I call back again. That’s when they tell us the table isn’t covered and that they need a reason for the footboards. We explained to them yet again that when the scratches were seen we reported them. As far as how they got there, we do not know. Then we spoke to Desmond which was no help either. We were told that this protection plan covered everything. No if, ands, or buts. I was lied to make a sale. At this point, can you blame me for not wanting to start over with an “inspection”? The resolution is to refund me $549.99 or my next phone calls will be to consumer affairs and my attorney.
Regards,
[redacted]
To Whom It May Concern:Bedding is very subjective to the user. This mattress did have a recent change, however the model numbers also changed and the customer did not receive the updated product. Since the customer is so unhappy with the purchase and the bed is not considered defective...
under the manufacturer warranty guidelines, we cannot offer a full replacement. We would be happy to partner with the customer and we can offer the customer the option of a reselection under the following conditions: the customer would have to pay 40% of the original purchase price of the mattress in a disposal fee and the remaining 60% would be used as a credit towards the purchase of a new mattress. With this option all discounts and sales promotions would not apply and the customer would have to pay a new delivery fee. If this customer would like to take advantage of this option, please contact our customer care department at ###-###-####.
Complaint: [redacted]
I am rejecting this response because:I visited Ashley store in cattle place last night and requested manager [redacted] to look at all orders from den 6th and on. She found that my credit card number was used for someone else's purchase made on feb 7th 2016. This needs to be reversed because I am not paying for anyone's else merchandise and this was done in error by salesman names Tim. Please speak with [redacted] because she is aware and needs to refund my account.
Regards,
[redacted]
Our apologies,As you may or may not know, Ashley is a franchise that reports peeling items back to the manufacturer. Without the serial numbers we are unable to send a request for credit back from Ashley corporate. Please see attached forms showing the messages that come up prompting for a serial number. Also please see the page where we attempted to retrieve the serial number using the original invoice information, but since the order is four years old we are unable to track those serial numbers. In regards to the service, we attempted to order parts however Ashley prompts that there are no parts available for this item. If you are referring to the five year protection plan services that is a third party company in which you would have to begin a claim with them. Please see attached form of terms and conditions that is signed at the time of sale. If you did purchase a five year protection plan and need the information to begin a claim, or what it is exactly that they cover, please reach out to [redacted].Thank you
[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 satisfactory to me. However, I don't think that it should go unnoticed that the NJ customer service team made this process extremely difficult with the exception of [redacted], who was wonderful. They should really try to treat their customers with more respect and understanding instead of belittling and arguing with them when they deliver damaged furniture. It shouldn't take a Revdex.com complaint for them to make the situation right.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Again - I do not understand why they are trying to send a technician - the bed is intact, it is the preference - I do not want a soft bed, I ordered a firm bed and t felt soft to me, I was told I could exchange within a certain time period, followed Ashley Furniture's direction and was lied to, period. I want my money back it is criminal what I have been put through I am completely 100% right, this business lied to me and it is not fair.
Regards,
[redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience we may have caused. We are processing a refund for $100 as per your request. You should see the refund on your next credit card statement. Thank you for shopping with us, Melanie
Just received your message today. The issue has not been corrected. They mailed a part but it was the wrong part. Have not received anything as of this date. I was unaware that me being a customer had to check furniture out with a search light. Ashely and any other furniture store should check their furniture before it leave the warehouse. All I asked for is my money worth. if they had checked these 2 pieces bore being delivered to me they would have noticed the defects. Still waiting for the part to to be shipped to me.
To whom this may concern,This is a very serious matter and is time sensitive, please call in to our customer care center and ask for the manager Sahar or David ###-###-####. If you do not get a response please fax in a copy of the report with their name on the fax "ATTENTION DAVID AND SAHAR CUSTOMER...
CARE DEPT.", or go in to the original Ashley furniture store of the purchase and ask for them to scan and forward the reports to David, Sahar and Miryam along with your Revdex.com claim number.We see this purchase was made in April 2016, we need to partner up to get this matter resolved.We assure that none of our furniture contain bedbugs or leave our warehouse without inspection. They are sealed and sent to us directly from the manufacturer but we would like to look further into this situation. Thank you
To Whom It May Concern: Thank you for being a valued Ashley customer. After reviewing your account, I was able to determine that some of the confusion was that these items were from a previous protection plan replacement. As a courtesy, Ashley Furniture has ordered courtesy cushions...
and once they are completed being cut and sewn they will be delivered to the address that you provided. Thank you for being part of the Ashley family, [redacted]
To whom it may concern, We do empathize with your current situation, and after careful review of the account have come to a resolution. After careful review of your account, it was determined that on 11/25/2016, you were at our Fairfield location at which time you made a purchase under Sale...
#[redacted] At this time, you were given a copy of your sale receipt which had all Terms and Conditions on the reverse side, and you filled out a measuring form. On 1/7/2017, we attempted to make your delivery at which time it was discovered that the footboard did not fit into your home, and so all merchandise was refused. In accordance with the Terms and Conditions, we did bring back the merchandise, and currently we have an open sale that can be cancelled or amended at your request. You state that you were never offered a measuring service, however on the Terms and Conditions we do have a category that covers the measuring service. The section states (verbatim): “Don’t let a no fit happen to you!: For a nominal fee of $40, our Delivery Service will visityour home to take measurements to make sure the merchandise will fit prior to delivery. This fee is non-refundable. It is very important you make certain the furniture you purchased will fit through all of your doors, hallways and in the room you want.” Directly below this section is a section outlining your options in the event of a no-fit. The section states (verbatim): “What if an item does not fit upon Delivery: You can refuse an item that does not fit at the time of delivery only. If you refuse the item and you wish to return to our showroom to reselect, a second delivery charge will be applied. Please note delivery charges are non-refundable. Please see refunds policy above.” In accordance with these policies, we will not be able to give you a full refund. Your sale remains open, and at your request may be cancelled for a refund of all but your delivery fee. Thank you for your time, and have an amazing day!
To Whom It May Concern:Thank you for allowing us the opportunity to assist you in this matter. The issue on this customers sofa is not related to the sofa frame. The written service specialist report states that the customer is unhappy with the way that the seating is on the sofa and...
requested for us to order additional cushions to be used to webb the seating. This process actually over improves on the way that the original product is constructed and will provide years of durability. At this point, we have ordered the parts and are awaiting them to be shipped directly to this customer. Once the parts are received, we will schedule a Service Specialist to conduct this process.Thank you,
To whom this may concern:I apologize for any inconveniences you are experiencing with Ashley furniture, however due to our terms and conditions on the back of your receipt signed at the time of sale there are no refunds or exchanges. Please refer to the back of your receipt for confirmation....
Once items are delivered manufacturer warranties apply only.
Complaint: [redacted]
I am waiting for a technician to come to my house to repair the sofa. Called on 2/15/16 week and I had to call again today. They informed me the technician will be at my house on Thursday which is unacceptable because I have a Doctor appointment. They failed to call me to notify me they had scheduled ab appointment for the repair. It has been reschedule for March 8. I will wait and see what happen. This has been an ongoing process since Nov. 2015. I wish I could give it back to them, I am tired of waiting. I hope in the future everything will be inspected by Ashely before it leaves the warehouse and I will have someone here with me to check out my purchase.
Regards,
[redacted]
To whom this may concern,Please be advised our records show a refund check has already been sent out, if our guest has still not received their refund check please reply to this message.Per our records, the check should have been received by now.Best regards,Miryam C[redacted]
Complaint: [redacted]
I am rejecting this response because:
First of all, my sofa still under the warranty. In addition, the excuse of not being able to process claim because of the serial number they claimed should be on the sofa, it is simply unacceptable. Ashley is clearly fully aware of these peeling product issue and therefore, should address it by replacing the sofa or providing full refund. In addition, I was never offered any options of repair and I have never received any communication from Ashley offering a repair, that is false statement.
Regards,
[redacted]
I am rejecting this response because: This response does not answer our original complaint. Their response only...
highlights a portion of a warranty. It does not state who to contact, what to do next, or if we will be charged for the repair. It does not state anything regarding repairing our item in anyway.
Complaint: [redacted]
I am rejecting this response because:
Enough with the runaround, this is really unacceptable from Ashley. Once again, Ashley is clearly fully aware of these peeling product issues and therefore, should address it by replacing the sofa or providing full refund. We purchased this sofa from Ashley and it was sold to us as genuine leather by Ashely and Ashley representative, not the manufacturer and therefore Ashley should respond to us by providing a fair compensation for full refund or equal value credit. I am sure there is way Ashely should be able to track down the serial number or process my claim with the product number included on the original invoice we have and have provided to Ashley several times. We should not be responsible for your poor and inefficient system of records, your system inability to track back orders older than 4 years is not our responsibility and it’s simply unacceptable and probably another false statement. We also provided copies of all the labels included in the sofa. It's really unacceptable that Ashley knowing they have a peeling defect is not taking ownership of this issue and furthermore unable to quickly come to a resolution and provide clients with a replacement item or credit of original value.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: We have spent too many hours on this to start this all over from the beginning and have someone come out and “inspect”. We had to drive down to the Ashley store where they gave us the number to [redacted], what Ashley Furniture believed was the protection plan company. I called [redacted] where they couldn’t find me in the system. They told me to call Ashley’s again and get the plan number. I do that and was transferred to 3 different people to get this plan number only to find out that I was given the incorrect protection plan company. It turned out that [redacted] stopped doing business with Ashley’s before I even purchased my furniture. How I was directed to [redacted] to begin with is beyond me. I was finally given the number for the correct protection company. When I called they put the claim in for the table and the 2 footboards. I was told the 2 footboards would go on the same claim so I was given only 2 claim numbers (one for the table and one for the footboards). At that time I was asked to send in the pictures of the damaged items which I did a couple days after once they were taken. A week passes and I hear nothing so I call back. The representative explains that they don’t call when a claim is answered but I need to keep following up. I was told then that my claim wasn’t looked at yet. Another week passes I call back and I find out that the footboard claim was only for one of the footboards and not both so I needed to open up a third claim. At that time they told me the first 2 claims were looked at but they were waiting for pictures. I explained I sent in the pictures a couple days after the claims were opened. They said they couldn’t locate them. I re-forwarded the email with the pictures. More time passes and I call back again. That’s when they tell us the table isn’t covered and that they need a reason for the footboards. We explained to them yet again that when the scratches were seen we reported them. As far as how they got there, we do not know. Then we spoke to Desmond which was no help either. We were told that this protection plan covered everything. No if, ands, or buts. I was lied to make a sale. At this point, can you blame me for not wanting to start over with an “inspection”? The resolution is to refund me $549.99 or my next phone calls will be to consumer affairs and my attorney.
Regards,
[redacted]
To Whom It May Concern:Bedding is very subjective to the user. This mattress did have a recent change, however the model numbers also changed and the customer did not receive the updated product. Since the customer is so unhappy with the purchase and the bed is not considered defective...
under the manufacturer warranty guidelines, we cannot offer a full replacement. We would be happy to partner with the customer and we can offer the customer the option of a reselection under the following conditions: the customer would have to pay 40% of the original purchase price of the mattress in a disposal fee and the remaining 60% would be used as a credit towards the purchase of a new mattress. With this option all discounts and sales promotions would not apply and the customer would have to pay a new delivery fee. If this customer would like to take advantage of this option, please contact our customer care department at ###-###-####.
Complaint: [redacted]
I am rejecting this response because:I visited Ashley store in cattle place last night and requested manager [redacted] to look at all orders from den 6th and on. She found that my credit card number was used for someone else's purchase made on feb 7th 2016. This needs to be reversed because I am not paying for anyone's else merchandise and this was done in error by salesman names Tim. Please speak with [redacted] because she is aware and needs to refund my account.
Regards,
[redacted]
Our apologies,As you may or may not know, Ashley is a franchise that reports peeling items back to the manufacturer. Without the serial numbers we are unable to send a request for credit back from Ashley corporate. Please see attached forms showing the messages that come up prompting for a serial number. Also please see the page where we attempted to retrieve the serial number using the original invoice information, but since the order is four years old we are unable to track those serial numbers. In regards to the service, we attempted to order parts however Ashley prompts that there are no parts available for this item. If you are referring to the five year protection plan services that is a third party company in which you would have to begin a claim with them. Please see attached form of terms and conditions that is signed at the time of sale. If you did purchase a five year protection plan and need the information to begin a claim, or what it is exactly that they cover, please reach out to [redacted].Thank you
To Whom It May Concern:Ashley Furniture HomeStore's position remains the same. Thank you, Melanie
[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 satisfactory to me. However, I don't think that it should go unnoticed that the NJ customer service team made this process extremely difficult with the exception of [redacted], who was wonderful. They should really try to treat their customers with more respect and understanding instead of belittling and arguing with them when they deliver damaged furniture. It shouldn't take a Revdex.com complaint for them to make the situation right.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Again - I do not understand why they are trying to send a technician - the bed is intact, it is the preference - I do not want a soft bed, I ordered a firm bed and t felt soft to me, I was told I could exchange within a certain time period, followed Ashley Furniture's direction and was lied to, period. I want my money back it is criminal what I have been put through I am completely 100% right, this business lied to me and it is not fair.
Regards,
[redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience we may have caused. We are processing a refund for $100 as per your request. You should see the refund on your next credit card statement. Thank you for shopping with us, Melanie
Just received your message today. The issue has not been corrected. They mailed a part but it was the wrong part. Have not received anything as of this date. I was unaware that me being a customer had to check furniture out with a search light. Ashely and any other furniture store should check their furniture before it leave the warehouse. All I asked for is my money worth. if they had checked these 2 pieces bore being delivered to me they would have noticed the defects. Still waiting for the part to to be shipped to me.
To whom this may concern,This is a very serious matter and is time sensitive, please call in to our customer care center and ask for the manager Sahar or David ###-###-####. If you do not get a response please fax in a copy of the report with their name on the fax "ATTENTION DAVID AND SAHAR CUSTOMER...
CARE DEPT.", or go in to the original Ashley furniture store of the purchase and ask for them to scan and forward the reports to David, Sahar and Miryam along with your Revdex.com claim number.We see this purchase was made in April 2016, we need to partner up to get this matter resolved.We assure that none of our furniture contain bedbugs or leave our warehouse without inspection. They are sealed and sent to us directly from the manufacturer but we would like to look further into this situation. Thank you
To Whom It May Concern: Thank you for being a valued Ashley customer. After reviewing your account, I was able to determine that some of the confusion was that these items were from a previous protection plan replacement. As a courtesy, Ashley Furniture has ordered courtesy cushions...
and once they are completed being cut and sewn they will be delivered to the address that you provided. Thank you for being part of the Ashley family, [redacted]
To whom it may concern, We do empathize with your current situation, and after careful review of the account have come to a resolution. After careful review of your account, it was determined that on 11/25/2016, you were at our Fairfield location at which time you made a purchase under Sale...
#[redacted] At this time, you were given a copy of your sale receipt which had all Terms and Conditions on the reverse side, and you filled out a measuring form. On 1/7/2017, we attempted to make your delivery at which time it was discovered that the footboard did not fit into your home, and so all merchandise was refused. In accordance with the Terms and Conditions, we did bring back the merchandise, and currently we have an open sale that can be cancelled or amended at your request. You state that you were never offered a measuring service, however on the Terms and Conditions we do have a category that covers the measuring service. The section states (verbatim): “Don’t let a no fit happen to you!: For a nominal fee of $40, our Delivery Service will visityour home to take measurements to make sure the merchandise will fit prior to delivery. This fee is non-refundable. It is very important you make certain the furniture you purchased will fit through all of your doors, hallways and in the room you want.” Directly below this section is a section outlining your options in the event of a no-fit. The section states (verbatim): “What if an item does not fit upon Delivery: You can refuse an item that does not fit at the time of delivery only. If you refuse the item and you wish to return to our showroom to reselect, a second delivery charge will be applied. Please note delivery charges are non-refundable. Please see refunds policy above.” In accordance with these policies, we will not be able to give you a full refund. Your sale remains open, and at your request may be cancelled for a refund of all but your delivery fee. Thank you for your time, and have an amazing day!
Ashley furniture has satisfied my complaintI received the part in less than 2 weeksPlease rescind the complaintThank you
To Whom It May Concern:Thank you for allowing us the opportunity to assist you in this matter. The issue on this customers sofa is not related to the sofa frame. The written service specialist report states that the customer is unhappy with the way that the seating is on the sofa and...
requested for us to order additional cushions to be used to webb the seating. This process actually over improves on the way that the original product is constructed and will provide years of durability. At this point, we have ordered the parts and are awaiting them to be shipped directly to this customer. Once the parts are received, we will schedule a Service Specialist to conduct this process.Thank you,