Complaint: 11018690
I am rejecting this response because:
I'm sorry but this is entirely untrue..I drove over to the Santa Maria store a week after receiving the furniture to explain that it appeared to be used before we got it...At that time I ask to speak to the manager and was sidetracked by a salesman, D[redacted]...He looked at the pictures I had and said that the best recourse was to call customer care after Thanksgiving because they would be back then...I called and 10 days later a tech came out and said he could replace the cushion but it would make no change in the sofa...He ordered the replacement cushion and I called customer service to set up another tech to come out because no one called us until I called after Xmas...At that time I was told that I could replace it myself and it was as easy as changing a pillow, another lie...They sent a new tech out at my request, who spent one and a half hours taking the whole right recliner on the sofa off and pulled the cushion into place...he said that the first two guys that came out could have done the same thing when they were here the first time..It was refreshing to see a tech actually do his job...His name is C[redacted], and I called Ashley furniture that afternoon to tell them how nice he was and that he fixed the cushion...when I spoke to R[redacted], cust. service rep. I told her that in no way did that take care of the millions of fibers coming out of the sofa, and that was a different issue...Just because I called to say my appreciation for the job that C[redacted] did does not mean that there is not still a problem with the sofa and recliner.. those fibers get in your eyes, nose, mouth and all over your clothes and are a real problem... I can't begin to tell you how disappointed we are because we really liked the furniture when I bought it...They would have to completely take the furniture apart and construct it properly to make it right...I have never had an experience like this with a company and am sorry that they are representing American made products...
Regards,
P[redacted]
Mrs. L[redacted] purchased on 11/22/15 and was quoted and approximate time frame of 8-10 weeks.Customer was contact on 12/7,12/21 and 1/8 letting her know items are expected to...
arrive end of January. Customer was contacted on 1/26 letting her know due to product availability items were unavailable until 2/20 Customer was issued 200.00 in gift cards due to delay and inconvenience . On 3/2/2016 customer was delivered and is satisfied with her items. If you have any further questions in regards to this information you can contact me directly. Thank you
Complaint: 11126917
I am rejecting this response because:All Sales are Final, seems to be Ashley's argument. But I go back to what my complaint is about. The furniture is not even under construction. We were lied to in Jan when they said it was. They claim the date are estimates. But I asked for the dates to be more locked in thus Ashley writing on the document 4 to 8 weeks in the section where they say all shipping dates are estimates. The reason I asked was I wanted the Loveseat by Super Bowl. When the 2nd Call came in Jan with them saying it was not going to make that date. They told us that the Loveseat was under construction and could not be stopped. When we went into Ashley to talk about it and specifically asked what they meant by Under construction meant and was told the Loveseat had been started. So this is what makes this complaint so frustrating. In a conversation I had on Feb 9, 2016 with a Ashley Store Manager they told me I would need to cancel the Credit with Syncrony to try cancel my order. Which makes no sense to me. I asked if this would Cancel my order. They said no it would just go into some kind of dispute. I am still trying to figure out what they mean by this.On Feb 15 1:45 pm received my last call from Ashley Management about this complaint. The Lady would not Cancel the Loveseat and would not put anything in writing. There was no real offer for compensation that worked for us. A new definition of Under Construction did come out of the conversation. Under Construction according to her was Ashley placing a Order for the product. What?? This is not making sense. Had they used this terminology back in Jan we may have selected a different piece and still made the original date they had promised us. As they person wrote they did talk to us, but they did not say what was said in our 40 min conversation. They only wrote what is the companies policy. Which is clear as Mud. The very last statement Ashley writes states "Customer stated he wanted to wait", is False. I made sure she understood I want to cancel the order. I stated it over and over. They only way this even comes close to being correct is when they would not put it anything in writing. I did say I would wait for them to reply to the Revdex.com, where I would have something in writing. What they sent was 6 whole sentences. There is no money out on this piece of furniture, so no refund needed. Cancel the order.
Regards,
G[redacted]
Customer purchased on Nov 27,2015 and was quoted an approximate time frame of 4 to 8 weeks. Customer was contacted on 12/19,1/1 and 1/15 with an estimated arrival time of end of January. On 1/22 customer was contacted letting him know item was unavailable...
until end of march due to delay in supply chain with manufacture. We will not be able to issue refund because per our invoice that was given at time of sale stating all shipping dates are estimate and therefore we cannot give out exact dates and all sales are final. We have attempted to offer customer compensation as well as offered customer to reselect to something that was available so we can bring in right away. Customer stated he wanted to wait.
I have left three messages for Mrs. [redacted] to call me back today regarding her sale order for $1200.00 and have not yet received a call back. Due to the fact that her items have recently been taken out of stock and are unavailable, a full refund has been authorized. Please feel free to contact me...
for any other information that you may need. Thank you!
To whom it may concern,
The complaint was received regarding the delay of our customers order. We did immediately contact customer and apologize for the delay. Unfortunately we have been having issues with the manufacture due to them merging with another company. So we have...
been waiting on the mattress portion of the order and have since received them in and scheduled a day for delivery. Again we contacted the customer to apologize and for the inconvenience we took care of the remaining balance on the order so she did not have to pay any balance that was originally left. As of now she is currently scheduled for delivery. Thank you.
Customer’s ordered on 4/4/2014 and did sign at the point of sale for a quoted 4 to 8 weeks estimated lead time. However the contract does state that this lead time is based on item availability. Calls were made to the customer on 4/25, 5/9, 5/24, 6/5, 6/11, 7/4, 7/22, 7/24 to give status updates. On 7/4 the customer was made aware of the unavailability of the sectional and was also told that we would expedite the order as soon as stock became available. The notes state that the customer was aware and ok with this. No other concerns by the customer were relayed to us at this point. This customer was delivered on 7/25, all merchandise was signed for received by this customer. Please let me know if you have any other concerns or questions.
I ordered furniture upon my arrival in California, moving from the East Coast. They promised 3 to 5 weeks on my receipt. I had to call them looking for a delivery date. They have continued to string me a long and I am still without furniture, 2 months now. After some digging, they sold furniture to hundreds of people, even though they were unable to deliver because Ashley stopped processing their orders for nonpayment due to Bankruptcy. Now they've changed their name, but not their business model. Trust me, don't go there. Order your furniture online.
Revdex.com:
I actually left two messages for Ashley to call me back and tonight just spoke with them and confirmed that a refund would be issued and should be received by the end of this week. Thank you for your assistance in getting this issue resolved. I have reviewed the response made by the business in reference to complaint ID 10307170, and find that this resolution is satisfactory to me.
Regards, [redacted]
Customer purchased 12/10/2015 and was quoted an approximate time frame of 4-8 weeks. Customer was contacted on 12/31,1/4 and 1/22 with an estimated arrival of beginning of February to receive items into our distribution center. On 1/28/2016 we had contacted customer letting her know the...
reason for the delay on her order was because one of the items that were on order were discontinued. Customer came in on 2/11/16 to reselect recliner as of right now everything is available and we are just waiting for our next truck to arrive to our distribution center. If you have any questions in regards to this information you can contact me directly. Thank you
I mostly blame the Owner as I believe it clearly starts at the top. In seeing all of the similar posts, they have clearly created this truly toxic environment that ends up causing their customers a lot of stress and inconveniences. I will never purchase something from these jokers ever again!
This review is posted for Ashley Furniture, but they now go by Furniture Express. While they have changed their name they are still the very same company, all the same people, worse of all starting at the top. If there were a 0 Stars then I would select that option. I don’t entirely blame the sales staff, most of them are pretty nice and helpful, the issues clearly start at the top if you ask me. There appears to be a systemic disregard for order timelines that are originally promised. I wished I had read up on the reviews BEFORE I purchased instead of after, I would have realized these people have major issues and I would have gone elsewhere.
We ordered our bedroom set at the end of February 2016 and didn’t receive it until mid June!! We were told that it would arrive in 6-8 weeks. At the 6 week mark we were told again, and again, and again, and again that it would be 10-14 days, it was being built, it was on the truck, it was at the at the distribution center, it was just waiting for a truck, a truck was assigned but it was just waiting for a driver, etc., etc., etc. Each update (when they would provide one!) they would assure us this was the last delay and it would be up on the next load in about 10-14 days. But then when we would be able to get through to someone later on there would be yet another excuse.
They tried to blame it on Ashley Furniture but come to find out the contact info they gave me for the Ashley Warehouse is actually the same personnel for their company. They were a private owner of Ashley so all the same people still work for this company, not Ashley, even though they changed to Furniture Express. They give you a list of phone numbers to call that include the warehouse, supervisor and others but they all seem to go to the same voice-message. And no one ever seems to return your call. I left multiple messages on each number and very, very rarely received a return call. I would have to threaten cancellation of the order in order to get any type of response. I got a little bit better results using their email address, at first anyway, then that went cold too.
Towards the end I was really at the end of my rope and ready to cancel, but they said all sales are final. What?!??!! Yeah, a sale is final when you have the product!!!! I was going to have to resort to disputing the charge through my credit card company. IT TOOK OVER 15 weeks for us to get our furniture. We had ordered with plenty of time to allow the furniture to get delivered to our new home so we would only have to sleep on the floor for maybe a week or two. But because of the delays we had to put up with an extra 2 months of ridiculous sleeping conditions just to get by.
I will say that the sales staff originally gave us a pretty good deal. So is this the price you pay to save $1,000? I would have preferred to pay more and not deal with the stress. If we had known up front that it could take 4 months and if they would return your messages and provide adequate updates, then maybe we could have handled it. The customer service on the back end is absolutely horrendous. They gave us a small store credit to try and make up for the delay but how is that any help? I have to go through this whole process with them again? No way!
This purchase was made on 12/31/15 and Mrs. [redacted] did contact the store regarding the issue of whether the product would fit in her home. At the point of sale the agreement signed does state that "all sales are final" and the...
customer is made aware of a "no fit policy" that requires initials from the customer showing that they have agreed to these terms. In regards to the offer to reduce size of an Ashley product, the product does not have customizable options in regards to frame adjustment. Mrs. [redacted] has been authorized to reselect to a product of her choosing with no deduction however, a dispute with American Express has been filed putting a hold on the process. Disputes usually take thirty to sixty days to come to a resolution depending on the credit agency. Once a determination is made the customer and I will be contacted by the agency. No refund or reselection can proceed until the determination is made and conveyed to both parties. Please contact me if you have any further questions.
Complaint: 11018690
I am rejecting this response because:
I am completely dumbfounded by this companies response to my complaints...I have been very patient with them and I am shocked that they would completely twist the truth this way...For an example of how this keeps on being more and more of a pain, I called last Wednesday, Jan. 15, to ask for a phone number to the Insurance Co. that we purchased a 5 year policy from and I still have not received a call back...The last tech that was here, C[redacted], was in complete agreement with us about the fibers all over the furniture and at NO time were they described as lint.. He thought it was awful and a shame that brand new furniture looked like that...The manager of the customer service dept. told me that I purchased very cheap and poorly made furniture and there was not a thing wrong with it, that's the way it looks..The customer service dept. is being very untruthful and I don't appreciate they're complete lack of consideration...I never received a gift card in the mail for $100...I was offered a $200 gift card for all the trouble they have caused, not $100...At the time I was told that it was in no way an acceptance of closure about my complaint...I made it perfectly clear that I was very unhappy about all the polyfill fibers sticking out all over the furniture and I couldn't accept the $200 gift card if I was relinquishing my complaint about the fibers..The customer service manager assured me that it was just a way of saying sorry for all the trouble I have gone through...The furniture is defective and that's all there is to it..It should have a lining barrier on the inside against the fabric to keep the polyfill from coming through the fabric...The first techs that came out to fix the furniture said that the fibers coming through the fabric weren't right either...Customer service is avoiding the discussion about the first techs they sent out because they could have fixed the problem then but didn't even look at the furniture properly and told me it was too early to be moving furniture...They took pictures that day which I was told were never shown to customer service and that they said there was nothing wrong with the furniture.... I have never seen such a disorganized business with a complete lack of consideration for the customer...I'm not asking for the world here, just furniture that we can be proud of buying...That is supposed to be their moto... "They sell customer service and furniture too"
Regards,
P[redacted]
Customer purchased on 12/5/2015 and was quoted an approximate time frame of 4 to 8 weeks. Customer was contacted on 12/23,1/7 with and estimated arrival time of end of January . On 1/21 Mr. was contacted regarding order being unavailable until the end of March due to product unavailability. I...
have attempted to contact Mr. A[redacted] on 2/8 & 2/15 to discuss order but have not been able to get in contact with him. I'll continue to reach out to him until issue is resolved. If you have any further questions you can contact me directly. Thank You
We had bought a sofa and dining table thanksgiving weekend from them. They quoted 6-8 . weeks. It took more than 5 weeks to hear from anyone regarding the status of our furniture. I called two stores and customer care and left clear messages for all of them to please call me back. Nothing. Now I receive a call stating its going to be more like 10-12 weeks. It's outrageous. I was completely misled and led to believe that I will get my furniture by January which is about 8 weeks which is what I was told by the sales lady. I was promised customer care will contact me the next day and they didn't. I am incredibly disappointed and frustrated by their lack of customer service and integrity. This furniture store leaves a bad taste in my mouth. They are sleazy sales people who just says what it takes to make a sale. We are just a number to them with no soul. reviwes from other sites regarding this store and experience are very similar to mine. I do not recommend this business to anyone. It is not worth any great deal they are giving you. They take your money and then leave you in the dust feeling robbed and very disappointed.
Complaint: 11129334
I am rejecting this response because:
The sales person that I had talked to after the first couch was delivered had a tear in the side when it was delivered the dye started to come off and showed the manager at Arroyo Grande store said it was a defect there for he ordered another couch for us plus also said he had one in the back room like this also from defect. He swore it would not happen again 2 months after it was delivered same thing started to happen! So if it were leather this would not happen! This is called Bicast! Not leather therefore the lied to us! As well when we bought this couch I specifically said this is leather not leather like they quoted it was leather!
Regards,
T[redacted]
Complaint: 11018690
I am rejecting this response because:
I'm sorry but this is entirely untrue..I drove over to the Santa Maria store a week after receiving the furniture to explain that it appeared to be used before we got it...At that time I ask to speak to the manager and was sidetracked by a salesman, D[redacted]...He looked at the pictures I had and said that the best recourse was to call customer care after Thanksgiving because they would be back then...I called and 10 days later a tech came out and said he could replace the cushion but it would make no change in the sofa...He ordered the replacement cushion and I called customer service to set up another tech to come out because no one called us until I called after Xmas...At that time I was told that I could replace it myself and it was as easy as changing a pillow, another lie...They sent a new tech out at my request, who spent one and a half hours taking the whole right recliner on the sofa off and pulled the cushion into place...he said that the first two guys that came out could have done the same thing when they were here the first time..It was refreshing to see a tech actually do his job...His name is C[redacted], and I called Ashley furniture that afternoon to tell them how nice he was and that he fixed the cushion...when I spoke to R[redacted], cust. service rep. I told her that in no way did that take care of the millions of fibers coming out of the sofa, and that was a different issue...Just because I called to say my appreciation for the job that C[redacted] did does not mean that there is not still a problem with the sofa and recliner.. those fibers get in your eyes, nose, mouth and all over your clothes and are a real problem... I can't begin to tell you how disappointed we are because we really liked the furniture when I bought it...They would have to completely take the furniture apart and construct it properly to make it right...I have never had an experience like this with a company and am sorry that they are representing American made products...
Regards,
P[redacted]
Mrs. L[redacted] purchased on 11/22/15 and was quoted and approximate time frame of 8-10 weeks.Customer was contact on 12/7,12/21 and 1/8 letting her know items are expected to...
arrive end of January. Customer was contacted on 1/26 letting her know due to product availability items were unavailable until 2/20 Customer was issued 200.00 in gift cards due to delay and inconvenience . On 3/2/2016 customer was delivered and is satisfied with her items. If you have any further questions in regards to this information you can contact me directly. Thank you
Complaint: 11126917
I am rejecting this response because:All Sales are Final, seems to be Ashley's argument. But I go back to what my complaint is about. The furniture is not even under construction. We were lied to in Jan when they said it was. They claim the date are estimates. But I asked for the dates to be more locked in thus Ashley writing on the document 4 to 8 weeks in the section where they say all shipping dates are estimates. The reason I asked was I wanted the Loveseat by Super Bowl. When the 2nd Call came in Jan with them saying it was not going to make that date. They told us that the Loveseat was under construction and could not be stopped. When we went into Ashley to talk about it and specifically asked what they meant by Under construction meant and was told the Loveseat had been started. So this is what makes this complaint so frustrating. In a conversation I had on Feb 9, 2016 with a Ashley Store Manager they told me I would need to cancel the Credit with Syncrony to try cancel my order. Which makes no sense to me. I asked if this would Cancel my order. They said no it would just go into some kind of dispute. I am still trying to figure out what they mean by this.On Feb 15 1:45 pm received my last call from Ashley Management about this complaint. The Lady would not Cancel the Loveseat and would not put anything in writing. There was no real offer for compensation that worked for us. A new definition of Under Construction did come out of the conversation. Under Construction according to her was Ashley placing a Order for the product. What?? This is not making sense. Had they used this terminology back in Jan we may have selected a different piece and still made the original date they had promised us. As they person wrote they did talk to us, but they did not say what was said in our 40 min conversation. They only wrote what is the companies policy. Which is clear as Mud. The very last statement Ashley writes states "Customer stated he wanted to wait", is False. I made sure she understood I want to cancel the order. I stated it over and over. They only way this even comes close to being correct is when they would not put it anything in writing. I did say I would wait for them to reply to the Revdex.com, where I would have something in writing. What they sent was 6 whole sentences. There is no money out on this piece of furniture, so no refund needed. Cancel the order.
Regards,
G[redacted]
Customer purchased on Nov 27,2015 and was quoted an approximate time frame of 4 to 8 weeks. Customer was contacted on 12/19,1/1 and 1/15 with an estimated arrival time of end of January. On 1/22 customer was contacted letting him know item was unavailable...
until end of march due to delay in supply chain with manufacture. We will not be able to issue refund because per our invoice that was given at time of sale stating all shipping dates are estimate and therefore we cannot give out exact dates and all sales are final. We have attempted to offer customer compensation as well as offered customer to reselect to something that was available so we can bring in right away. Customer stated he wanted to wait.
I have left three messages for Mrs. [redacted] to call me back today regarding her sale order for $1200.00 and have not yet received a call back. Due to the fact that her items have recently been taken out of stock and are unavailable, a full refund has been authorized. Please feel free to contact me...
for any other information that you may need. Thank you!
To whom it may concern,
The complaint was received regarding the delay of our customers order. We did immediately contact customer and apologize for the delay. Unfortunately we have been having issues with the manufacture due to them merging with another company. So we have...
been waiting on the mattress portion of the order and have since received them in and scheduled a day for delivery. Again we contacted the customer to apologize and for the inconvenience we took care of the remaining balance on the order so she did not have to pay any balance that was originally left. As of now she is currently scheduled for delivery. Thank you.
As Stated by the Business.
The...
Customer’s ordered on 4/4/2014 and did sign at the point of sale for a quoted 4 to 8 weeks estimated lead time. However the contract does state that this lead time is based on item availability. Calls were made to the customer on 4/25, 5/9, 5/24, 6/5, 6/11, 7/4, 7/22, 7/24 to give status updates. On 7/4 the customer was made aware of the unavailability of the sectional and was also told that we would expedite the order as soon as stock became available. The notes state that the customer was aware and ok with this. No other concerns by the customer were relayed to us at this point. This customer was delivered on 7/25, all merchandise was signed for received by this customer. Please let me know if you have any other concerns or questions.
I ordered furniture upon my arrival in California, moving from the East Coast. They promised 3 to 5 weeks on my receipt. I had to call them looking for a delivery date. They have continued to string me a long and I am still without furniture, 2 months now. After some digging, they sold furniture to hundreds of people, even though they were unable to deliver because Ashley stopped processing their orders for nonpayment due to Bankruptcy. Now they've changed their name, but not their business model. Trust me, don't go there. Order your furniture online.
Awful company. Period. Wait times for furniture to be delivered are ridiculous.
Revdex.com:
I actually left two messages for Ashley to call me back and tonight just spoke with them and confirmed that a refund would be issued and should be received by the end of this week. Thank you for your assistance in getting this issue resolved. I have reviewed the response made by the business in reference to complaint ID 10307170, and find that this resolution is satisfactory to me.
Regards, [redacted]
Customer purchased 12/10/2015 and was quoted an approximate time frame of 4-8 weeks. Customer was contacted on 12/31,1/4 and 1/22 with an estimated arrival of beginning of February to receive items into our distribution center. On 1/28/2016 we had contacted customer letting her know the...
reason for the delay on her order was because one of the items that were on order were discontinued. Customer came in on 2/11/16 to reselect recliner as of right now everything is available and we are just waiting for our next truck to arrive to our distribution center. If you have any questions in regards to this information you can contact me directly. Thank you
I mostly blame the Owner as I believe it clearly starts at the top. In seeing all of the similar posts, they have clearly created this truly toxic environment that ends up causing their customers a lot of stress and inconveniences. I will never purchase something from these jokers ever again!
This review is posted for Ashley Furniture, but they now go by Furniture Express. While they have changed their name they are still the very same company, all the same people, worse of all starting at the top. If there were a 0 Stars then I would select that option. I don’t entirely blame the sales staff, most of them are pretty nice and helpful, the issues clearly start at the top if you ask me. There appears to be a systemic disregard for order timelines that are originally promised. I wished I had read up on the reviews BEFORE I purchased instead of after, I would have realized these people have major issues and I would have gone elsewhere.
We ordered our bedroom set at the end of February 2016 and didn’t receive it until mid June!! We were told that it would arrive in 6-8 weeks. At the 6 week mark we were told again, and again, and again, and again that it would be 10-14 days, it was being built, it was on the truck, it was at the at the distribution center, it was just waiting for a truck, a truck was assigned but it was just waiting for a driver, etc., etc., etc. Each update (when they would provide one!) they would assure us this was the last delay and it would be up on the next load in about 10-14 days. But then when we would be able to get through to someone later on there would be yet another excuse.
They tried to blame it on Ashley Furniture but come to find out the contact info they gave me for the Ashley Warehouse is actually the same personnel for their company. They were a private owner of Ashley so all the same people still work for this company, not Ashley, even though they changed to Furniture Express. They give you a list of phone numbers to call that include the warehouse, supervisor and others but they all seem to go to the same voice-message. And no one ever seems to return your call. I left multiple messages on each number and very, very rarely received a return call. I would have to threaten cancellation of the order in order to get any type of response. I got a little bit better results using their email address, at first anyway, then that went cold too.
Towards the end I was really at the end of my rope and ready to cancel, but they said all sales are final. What?!??!! Yeah, a sale is final when you have the product!!!! I was going to have to resort to disputing the charge through my credit card company. IT TOOK OVER 15 weeks for us to get our furniture. We had ordered with plenty of time to allow the furniture to get delivered to our new home so we would only have to sleep on the floor for maybe a week or two. But because of the delays we had to put up with an extra 2 months of ridiculous sleeping conditions just to get by.
I will say that the sales staff originally gave us a pretty good deal. So is this the price you pay to save $1,000? I would have preferred to pay more and not deal with the stress. If we had known up front that it could take 4 months and if they would return your messages and provide adequate updates, then maybe we could have handled it. The customer service on the back end is absolutely horrendous. They gave us a small store credit to try and make up for the delay but how is that any help? I have to go through this whole process with them again? No way!
This purchase was made on 12/31/15 and Mrs. [redacted] did contact the store regarding the issue of whether the product would fit in her home. At the point of sale the agreement signed does state that "all sales are final" and the...
customer is made aware of a "no fit policy" that requires initials from the customer showing that they have agreed to these terms. In regards to the offer to reduce size of an Ashley product, the product does not have customizable options in regards to frame adjustment. Mrs. [redacted] has been authorized to reselect to a product of her choosing with no deduction however, a dispute with American Express has been filed putting a hold on the process. Disputes usually take thirty to sixty days to come to a resolution depending on the credit agency. Once a determination is made the customer and I will be contacted by the agency. No refund or reselection can proceed until the determination is made and conveyed to both parties. Please contact me if you have any further questions.
Complaint: 11018690
I am rejecting this response because:
I am completely dumbfounded by this companies response to my complaints...I have been very patient with them and I am shocked that they would completely twist the truth this way...For an example of how this keeps on being more and more of a pain, I called last Wednesday, Jan. 15, to ask for a phone number to the Insurance Co. that we purchased a 5 year policy from and I still have not received a call back...The last tech that was here, C[redacted], was in complete agreement with us about the fibers all over the furniture and at NO time were they described as lint.. He thought it was awful and a shame that brand new furniture looked like that...The manager of the customer service dept. told me that I purchased very cheap and poorly made furniture and there was not a thing wrong with it, that's the way it looks..The customer service dept. is being very untruthful and I don't appreciate they're complete lack of consideration...I never received a gift card in the mail for $100...I was offered a $200 gift card for all the trouble they have caused, not $100...At the time I was told that it was in no way an acceptance of closure about my complaint...I made it perfectly clear that I was very unhappy about all the polyfill fibers sticking out all over the furniture and I couldn't accept the $200 gift card if I was relinquishing my complaint about the fibers..The customer service manager assured me that it was just a way of saying sorry for all the trouble I have gone through...The furniture is defective and that's all there is to it..It should have a lining barrier on the inside against the fabric to keep the polyfill from coming through the fabric...The first techs that came out to fix the furniture said that the fibers coming through the fabric weren't right either...Customer service is avoiding the discussion about the first techs they sent out because they could have fixed the problem then but didn't even look at the furniture properly and told me it was too early to be moving furniture...They took pictures that day which I was told were never shown to customer service and that they said there was nothing wrong with the furniture.... I have never seen such a disorganized business with a complete lack of consideration for the customer...I'm not asking for the world here, just furniture that we can be proud of buying...That is supposed to be their moto... "They sell customer service and furniture too"
Regards,
P[redacted]
Customer purchased on 12/5/2015 and was quoted an approximate time frame of 4 to 8 weeks. Customer was contacted on 12/23,1/7 with and estimated arrival time of end of January . On 1/21 Mr. was contacted regarding order being unavailable until the end of March due to product unavailability. I...
have attempted to contact Mr. A[redacted] on 2/8 & 2/15 to discuss order but have not been able to get in contact with him. I'll continue to reach out to him until issue is resolved. If you have any further questions you can contact me directly. Thank You
We had bought a sofa and dining table thanksgiving weekend from them. They quoted 6-8 . weeks. It took more than 5 weeks to hear from anyone regarding the status of our furniture. I called two stores and customer care and left clear messages for all of them to please call me back. Nothing. Now I receive a call stating its going to be more like 10-12 weeks. It's outrageous. I was completely misled and led to believe that I will get my furniture by January which is about 8 weeks which is what I was told by the sales lady. I was promised customer care will contact me the next day and they didn't. I am incredibly disappointed and frustrated by their lack of customer service and integrity. This furniture store leaves a bad taste in my mouth. They are sleazy sales people who just says what it takes to make a sale. We are just a number to them with no soul. reviwes from other sites regarding this store and experience are very similar to mine. I do not recommend this business to anyone. It is not worth any great deal they are giving you. They take your money and then leave you in the dust feeling robbed and very disappointed.
Complaint: 11129334
I am rejecting this response because:
The sales person that I had talked to after the first couch was delivered had a tear in the side when it was delivered the dye started to come off and showed the manager at Arroyo Grande store said it was a defect there for he ordered another couch for us plus also said he had one in the back room like this also from defect. He swore it would not happen again 2 months after it was delivered same thing started to happen! So if it were leather this would not happen! This is called Bicast! Not leather therefore the lied to us! As well when we bought this couch I specifically said this is leather not leather like they quoted it was leather!
Regards,
T[redacted]