I purchased a mattress from the store and also a warranty for the product as well The mattress has a roughly inch indent and also a inch lump in the middle of the mattress I was told since there is no tag on the mattress there is nothing that can be done (no tag was ever on the mattress when it was received by me)
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowThis response is simply the same language that was repeated over and over to me on the phone by their customer service representativeI still have a table that the finish started coming off of through everyday use in less than months that we are still paying forWe did not use chemicals on the table to clean it nor was there excessive use of water or pools of water left on the tableNo one from the company itself took the time to come and inspect the table in person and, as I said in my previous message, when the technician came from the extended warranty company came to look at it he said there was nothing he could do because the problem was all over the table top and likely a problem with the application of the finishAs I also stated, the warranty company would not cover it because the damage was not from a particular incidentSo, not only did we pay/continue to pay for a subpar product but we also purchased a useless warrantyIn my discussion with the customer service rep, she also stated a number of times in a variety of ways, and I'm paraphrasing"I am not saying this is happening because of anything you did"To which I responded by telling her then it must be manufacturing problemShe, of course, would not agree with that and therefore we just kept going around in circlesAs I said before, I either want a new table or to have them come and take this one and refund us our money for the tableWe continue to get the classic run around from Ashley Furniture Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me They are delivering a new one on 11/20/Thank you for all help and happy holidays to you all Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The response failed to recognize that I have had this claim open since During the first few attempts of the claim process there was another Guest Relations Center that was contracted by Ashley Furniture to handle warranty claimsFast forward too many months and they have switched Guest Relations Centers to handle their warranty claims and I received a new claim number for the original claimAdditionally, the Guest Relations employee on the phone confirmed that they were a new company working with Ashley Furniture and that he had to go into a different system to look up my previous claim numberI advise Ashley Furniture to go back into their records and locate the original claim that was submitted in before switching Guest Relations CentersAs any legitimate business with ethics and integrity would support, Ashley Furniture should have previous records from a different system or different Guest Relations Centers available in case something like this happens Furthermore, I was told on 08/24/that I would receive a phone call by the end of the day to assure me that the couch cushions had been shipped, along with the tracking numberAs of today, 09/06/2016, I have not received any phone call assuring me that the couch cushions have shipped nor have I received any type of tracking number for the shipment like promisedThis complaint will not be resolved unless my desired outcome is met as I believe that it is the fault of Ashley Furniture becoming negligent towards the Platinum Ultra-Premium Protection I had purchased for my furnitureThis is seen as Ashley Furniture not adhering to Good Faith and ripping the customer offIf I do not have a tracking number, then how do I know Ashley Furniture had really shipped the couch cushions? How do I know that they aren't just stating that in order for me to close this complaint as resolved then find out the couch cushions were never shipped and have to go back through this entire process again like I have since Regards, [redacted] ***
I bought a sofa love seat ottoman and kitchen table with Ashley furnitureA few months in I felt the couch didnt feel right it was different then the love seatSo I went to the store and realize my sofa was differentYou sink into I and can feel the springs and the back wooden frameSo I called Ashley furniture and told then about the problem they then sent me new cushionsI called again and they sent me more cushionsI called again and they sent a tech out to look at the sofa he then said it was the cushions so they sent more cushionsI then called and said it didnt fix the issue so they send another tech out and said the springs needs to be replacedSo the tech comes out and says the couch is defective and the springs will make it worseSo I call again and speak to the same.woman every time she sends a tech out againThe same tech has been to my house and timesI have been dealing with this problem for about months nowThey keep sending me cushions and stuffing and
I purchased a dinning set along with two extra chairsVery expensive, $The sales person said it would be very beneficial to purchase the extended warranty with it because any damage would be covered, so I didSadly weeks after I received my set I had a mishap, a cotton ball with nail polish remover on it rolled onto the table and instantly wore the paint off own to the woodI was so sick over itI called Ashley and they said to call the extended warranty numberSo I did, but they refused to honor their warranty because it was a chemicalThere were not stipulations when I purchased the warranty, said every thing will be coveredSo with many phone calls they agreed to send a tech to repair itWhen the tech came to my house he said it was unrepairableHe said he didn't even have the matching color, but attempted to put whatever color he had on itLooks worse nowHe said he would put an order in for a table top replacementNever happenedMade many calls and got nothing
Received defective coffee table that should have never left the factoryAfter lots of assurances and a platinum protection plan when we purchased their first offer to keep the table was $When I refused that they offered I would be allowed to return the table only if it did not get damaged in transportSo they make a defective piece of furniture and allow it to get to my home and now I have the responsibility to get it back to them undamagedIt is a mile round tripThe protection plan did not cover the defectThe plan was sold as covering pet damage which after reading other reviews this seems to be a sales tacticUnfortunately the reply to one complaint confirmed the plan does not cover pet damageWhen I said I would return it for a refund they explained there was a 12% freight fee back to the factoryThey then later told me they would resell the furniture in the storeProblem one is charging a customer to return a defective tableI would understand if I wanted to return the table because I did not like it or it did not fit into the room but this table looks like the person staining it was drunkProblem two is charging for freight back to the factory when they intend to resell it in the storeTo save me a hour drive I accepted the and cancelled the platinum planApparently that resolution is more important to this company than my continued business and referralsThere also appears to be a white lie in Ashley's advertisingParaphrasing they say "Made by us and sold by us, cutting out the middle man"Wellsville owns Ashley home stores in different statesThe store nearer where I live are owned by someone elseI should be able to return the table to any Ashley store but since they are owned by different companies I can notSo the ads are at best misleading in my opinionI have a retail business and in the years of operation we have zero complaints with Revdex.comThis business looks to be averaging complaints a moth lately
Thank you for the opportunity to reply to the claim filed by Mrs [redacted] regarding her protection plan concerns I have had an opportunity to review the purchase history and service pertaining to Mrs***’ account and have spoken to our Customer Care department to better understand her concerns with her furniture protection coverage Mrs [redacted] purchased her furniture, along with the protection plan on February 2, The protection plan that Mrs [redacted] purchased is through our former third-party protection company, [redacted] Furniture Services (***)This plan is meant to cover all stains, rips, tears and burns caused by the customer, her family or friendsThe protection plan does not cover any pet damage beyond pet bodily fluidsThe plan covers any stain caused by a pet, but there is not a protection plan in the furniture industry that covers pet damage beyond stainsThe reasoning is that human behavior can be controlled to prevent future accidents to furniture, an animals’ behavior cannot We would like the Bureau to know that we are diligent in training our sales staff to have an in-depth knowledge of what is and is not covered by the protection planSpecifically, pet damage is at the top of our list in explaining to customers what is covered and what is notWe provide brochures outlining coverage in store as wellThe customer would have also received in the mail a detailed outline of her coverage provided by [redacted] Furniture ServicesThough we have since switched protection companies due to cost, not service, we do believe that [redacted] Furniture Services is one of the best plans in the industry as they too have an A+ rating with the Better Business Bureau We were sorry to hear that Mrs [redacted] felt she was misled by the sales associate in terms of what was covered by her protection planWe will be sure to use this as a training opportunity in store as we continue to be sure we are doing our diligence in communicating protection plan coverage to our customersAs a result of her dissatisfaction in the coverage afforded under the Protection Plan, we contacted Mrs [redacted] and offered a full refund of the purchase price of the Protection Plan with the understanding that this would void any further coverageThis offer was accepted by the customer and the refund was processed on October 27, I trust that the Revdex.com will find this response satisfactory, and that it will serve to close this complaint [redacted] / Corporate Communications
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowConsumer filed duplicate complaint: I purchased a Leather rocker recliner from Ashley Furniture in Mentor, OhioIt was delivered last Saturday without the arms, rescheduled for today, April The delivery men did not even know why they had come, another afternoon spent waitingI was told they would call and give me a possible monetary compensationI decided to just ask to return the chairI was told they would not take the chair back, per the manufacturer, I have not even sat in the chairI could return the chair only if I would purchase a similar amount productI now am stuck with this chair, waiting another weeks for the arms Refund A returned product and a promise to myself not to buy anything from Ashley Furniture [redacted] ***
Compensation should reflect furniture delivery issues, including delay in delivery and improper delivery, parts issues, poor customer service, and lack of appropriate response Request herein does not limit complainant's ability to, if unable to resolve satisfactorily, to bring any and all available claims to a court of competent jurisdiction and complainant reserves all rights in that regardPlease take note that the New York State Division of Consumer Protection has also opened a complaint per the letter from that Office received on 11/29/ Also note that despite my email before opening the subject complaint to Jodi P [redacted] as Ashley Furniture, she never responded Thank you for your assistance, ***
This letter is in response to the above referenced complaint filed by Ms [redacted] regarding the delay of product and ultimate cancellation of sale and refund processed at Ashley Furniture HomeStore in Brooklyn, OH Upon receiving the complaint, I spoke with our Customer Care Center regarding the customer’s concerns to see what could be done to expedite her refund Ms [redacted] purchased her sofa from the Brooklyn, OH Ashley HomeStore on 11/7/She paid $by credit card and $by checkOn 11/12/she paid an additional $using her credit card for a delivery fee for a total of $When a customer orders product from our Ashley HomeStore, we quote an estimated arrival time of 14- daysThese dates are normally very accurate; however, the sofa color that Ms [redacted] selected was very low on stock, according to the manufacturer, and was not able to be in for delivery before Christmas We certainly can understand Ms [redacted] ’s frustrations in not having her sofa for the holidayAt the time of her purchase, the manufacturer, Ashley Furniture Industries, informed us it would be in for delivery before the holidayWhen the order was officially processed however, we were notified that this particular color was on delayWe offered compensation of a $gift card for the delay, but Ms [redacted] preferred to cancel her order in lieu of any type of compensation for the delay On 12/21/we refunded the customer her total purchase of $via a check mailed from our Corporate accounting office Prior to receiving the refund check in the mail, Ms [redacted] also disputed the credit card charges of with her credit card company which resulted in a chargeback to our account in the amount of $ As a result of this chargeback, Ms [redacted] received not only the refund check but also a credit to her credit card accountWe have chosen not to dispute the chargeback and have instead written off this error given the expressed concerns from Ms [redacted] I trust that the Bureau will find that we have responded to Ms [redacted] ’s complaint resulting in her receiving an additional refund of $more than her original purchase for her troubles.Sincerely, Audra D [redacted] Corporate Communications
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 Regards, [redacted] ***
I ordered a bedroom set and received a $gift card because of itWhen one of the dressers came damaged I refused to accept itThey also brought a second damaged dresser which I also refusedThe third one was the best out of the three the drawers where missalligned but I accepted itI went to use my gift card and they deactivated itAfter talking to customer service it was because I refused the damaged dresser Also I ordered the protection plan and coincidentally that same dresser I finally accepted the whole face of one of the drawer came offWhen I tried to make a claim they stated that it was not covered and that the other damage on the furniture was wear and tearSo I am pretty sure that is their excuse to get out of any claimsI was told because I tried filing a claim even though it was not fixed I will not get my money back on the protection plan eitherThis amount is suppose to be returned to you if you do not use itWhich I did not use it I only tried to b
Purchased a outdoor table set, in less than year, basically months table set starts crumbling to pieces, contacted ashleys should be still under warrenty and nothing has been donepaid almost $for this set and it is garbage in less than months
Ordered from them on 11-10-Had delivery on 12-and they only brought the dresserHad the wrong bedframeProceeded to tell Me They ordered the wrong one, waited another two weeks then on 12/when the bedframe was suppose to come they tell me mins before they show up tl my house they do not have the rails for the bedframe however I called twice to make sure the stuff was correct so I wouldn’t run into this issueNow they don’t have the item and I need to wait again, I am months pregnant and this is uncalled for
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This canned response from this company does nothing to alleviate my concerns Please see the attached pictures The furniture that I saw in the showroom in Altoona, PA had absolutely no chips, scratches or dents and absolutely did not wobble when sat on This is a six person table that has been used minimally by adults and part time by a four year old There should NEVER be “wear and tear” after a few months of use I had my previous table for years and it showed less damage than this table after a few monthsThe salesperson, Tony L [redacted] and the general manager, John, who sold us this table told us that EVERYTHING would be covered and I have also attached a copy of the “warranty” that he showed us Scratches are checked off as coveredThe table and chairs are not sturdy and wobble when they are sat on or even if leaned on when leaning over to place food on the table For a $dollar table, this is substandardThe salesperson told us that it took weeks to get the merchandise because it is made and assembled in the USA This evening when I tried to tighten the legs of the table, I noticed a giant “Made in Vietnam” sticker on the backhand side In addition, the following paragraph from the company in their Revdex.com response is an absolute lie: “We do sincerely apologize for any confusion as far as coverages and limitations with Mre [redacted] ’s extened warranty coverage At time of purchase the Showroom has literature with lists of coverages Aditionally the extended warranty plan does send each customer a plan that breaks down if full detail coverages and limitations“ At the time of purchase, the salesman, Tony Luciano and the general manager, John BOTH showed us the warranty that they have in the showroom which states that everything is covered A to Z and they both stated and assured us the same, even when it was questioned as it seemed too good to be true The extended warranty is a “purchased” warranty and again, we were told the warranty covered everything over and above the manufacturer’s warranty for years Unfortunately the terms and conditions described above, you don’t receive in the showroom They arrive after your furniture has been delivered and the deal is sealed We were lied to on every level A technician from Ashley Furniture was to call me to “fix” the chairTo date, I have never received a single phone call from this company At this point, I will accept nothing less than a full refund and a refund of the extended warranty What good is a warranty if it you can’t use it for anything they tell you is covered? In addition, none of my concerns have been resolved The company is doing nothing to make this right So far, this company has only showed me predatory and misleading sales tactics with NO service after the sale Regards, [redacted]
This letter is in response to the above referenced complaint filed by Mr [redacted] regarding the concerns with a refund due to his credit card amounting $After speaking with our Billing Department, we can assure Mr [redacted] that his refund has been processed We apologize for the delay refunding Mr [redacted] ’s credit card for $and appreciate his follow up with us to ensure the refund was processedWe noted that the card was refunded on 05/15/15, however; our billing department representative discovered after the customer’s second call to inquire about the refund that his paperwork had been inadvertently stapled together with another refund and missedAfter the second inquiry this mistake was discovered and the credit card account was immediately refundedWe will use this error as a training opportunityThe card was refunded on 6/3/and should have posted to the Mr [redacted] ’s account by nowIf this is not the case, he should contact us at ###-###-#### I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint Sincerely, [redacted] / Corporate Communications
I took my wife to Ashley Furniture Store on November 18th of to look at some furniture for our living room, specifically reclining sofa's and love seat sets We purchased a leather two piece reclining sofa and loveseat set with inclusive warranty's that day We didn't receive the furniture until December 8th of In September of my wife contacted Ashley Furniture after noticing some color fading on parts of the sofa, mainly the center seat of the sofa She was told to send pictures so that they can submit them to the manufacturer and ordering of replacement parts that would be delivered to my home for a technician to install Some time went by maybe or weeks, at which time she contacted Ashley Furniture again to check on the progress of the order due to no parts had been delivered as of yet and was told that my furniture was discontinued and there was nothing else they could do! Not satisfied with that my wife continued to communicate with customer service till
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.This proposed resolution would be satisfactory to me within the following parameters: We are able to choose to either get a new replacement of our current item or another similar item from the showroom after looking in the store, AND If the next item is defective as well we will be entitled to a full, or 100%, refundThese terms are a requirement in us accepting your offer, is in hopes to protect ourselves from any further complications or problemsIf this is agreed upon please indicate what we need in order to get this taken care of Regards, [redacted] & [redacted]
This letter is in response to the above referenced complaint filed by Ms [redacted] concerning the mattress set she had purchased at Ashley Furniture HomeStore in Olean, NY After reviewing the customer’s service history, I spoke with our Customer Care Center manager to see what we can do to solve her concerns On August 22, Ms [redacted] received the mattress in question On July 10th, we received a phone call from a gentleman named ‘ [redacted] ” calling on behalf of Ms ***, advising us the mattress was depressing We scheduled an appointment for a technician to inspect the mattress on July14th On July 13th we received information form the guest that the appointment was being cancelled as Ms [redacted] would be out of town On August 28th, we received a call that Ms [redacted] was ready to reschedule the technician’s appointment The technician was again scheduled for September, 2nd On September 6th we received the information back from the technician service we contract out to, SAW Enterprises The technician’s report indicated the mattress does not meet the qualifications to be considered defective, additionally multiple large stains were noted throughout the mattress (Please see enclosed report as well as photos) For a foam mattress to be considered defective, the mattress must have a depression of greater than 3/of an inch Additionally since this is a memory foam mattress, liquid can cause the foam to break down which is the primary support in this mattress as noted in the warranty, under ‘Mattress & Foundation Care Instructions’ under the ‘don’t’ section(Please see the enclosed warranty from Ashley Sleep) We called Ms [redacted] on September 6th when we received the technician’s report and we were unable to get through due to a busy signalOn September 8th a gentleman called in, he was advised that the stains on the mattress did void the warranty While we empathize with Ms***’s situation we cannot honor an exchange of the mattress Not only is the mattress not within the depression guidelines set forth for defect, the mattress has significant soiling which may be a contributing fact to Ms***’s discomfort and experience with the mattress We trust that the Revdex.com will find this response satisfactory and serve to close this complaint Sincerely, Bonnie H [redacted] / Guest Relations Center Manager
I purchased a mattress from the store and also a warranty for the product as well The mattress has a roughly inch indent and also a inch lump in the middle of the mattress I was told since there is no tag on the mattress there is nothing that can be done (no tag was ever on the mattress when it was received by me)
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowThis response is simply the same language that was repeated over and over to me on the phone by their customer service representativeI still have a table that the finish started coming off of through everyday use in less than months that we are still paying forWe did not use chemicals on the table to clean it nor was there excessive use of water or pools of water left on the tableNo one from the company itself took the time to come and inspect the table in person and, as I said in my previous message, when the technician came from the extended warranty company came to look at it he said there was nothing he could do because the problem was all over the table top and likely a problem with the application of the finishAs I also stated, the warranty company would not cover it because the damage was not from a particular incidentSo, not only did we pay/continue to pay for a subpar product but we also purchased a useless warrantyIn my discussion with the customer service rep, she also stated a number of times in a variety of ways, and I'm paraphrasing"I am not saying this is happening because of anything you did"To which I responded by telling her then it must be manufacturing problemShe, of course, would not agree with that and therefore we just kept going around in circlesAs I said before, I either want a new table or to have them come and take this one and refund us our money for the tableWe continue to get the classic run around from Ashley Furniture Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me They are delivering a new one on 11/20/Thank you for all help and happy holidays to you all Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The response failed to recognize that I have had this claim open since During the first few attempts of the claim process there was another Guest Relations Center that was contracted by Ashley Furniture to handle warranty claimsFast forward too many months and they have switched Guest Relations Centers to handle their warranty claims and I received a new claim number for the original claimAdditionally, the Guest Relations employee on the phone confirmed that they were a new company working with Ashley Furniture and that he had to go into a different system to look up my previous claim numberI advise Ashley Furniture to go back into their records and locate the original claim that was submitted in before switching Guest Relations CentersAs any legitimate business with ethics and integrity would support, Ashley Furniture should have previous records from a different system or different Guest Relations Centers available in case something like this happens Furthermore, I was told on 08/24/that I would receive a phone call by the end of the day to assure me that the couch cushions had been shipped, along with the tracking numberAs of today, 09/06/2016, I have not received any phone call assuring me that the couch cushions have shipped nor have I received any type of tracking number for the shipment like promisedThis complaint will not be resolved unless my desired outcome is met as I believe that it is the fault of Ashley Furniture becoming negligent towards the Platinum Ultra-Premium Protection I had purchased for my furnitureThis is seen as Ashley Furniture not adhering to Good Faith and ripping the customer offIf I do not have a tracking number, then how do I know Ashley Furniture had really shipped the couch cushions? How do I know that they aren't just stating that in order for me to close this complaint as resolved then find out the couch cushions were never shipped and have to go back through this entire process again like I have since Regards, [redacted] ***
I bought a sofa love seat ottoman and kitchen table with Ashley furnitureA few months in I felt the couch didnt feel right it was different then the love seatSo I went to the store and realize my sofa was differentYou sink into I and can feel the springs and the back wooden frameSo I called Ashley furniture and told then about the problem they then sent me new cushionsI called again and they sent me more cushionsI called again and they sent a tech out to look at the sofa he then said it was the cushions so they sent more cushionsI then called and said it didnt fix the issue so they send another tech out and said the springs needs to be replacedSo the tech comes out and says the couch is defective and the springs will make it worseSo I call again and speak to the same.woman every time she sends a tech out againThe same tech has been to my house and timesI have been dealing with this problem for about months nowThey keep sending me cushions and stuffing and
I purchased a dinning set along with two extra chairsVery expensive, $The sales person said it would be very beneficial to purchase the extended warranty with it because any damage would be covered, so I didSadly weeks after I received my set I had a mishap, a cotton ball with nail polish remover on it rolled onto the table and instantly wore the paint off own to the woodI was so sick over itI called Ashley and they said to call the extended warranty numberSo I did, but they refused to honor their warranty because it was a chemicalThere were not stipulations when I purchased the warranty, said every thing will be coveredSo with many phone calls they agreed to send a tech to repair itWhen the tech came to my house he said it was unrepairableHe said he didn't even have the matching color, but attempted to put whatever color he had on itLooks worse nowHe said he would put an order in for a table top replacementNever happenedMade many calls and got nothing
Received defective coffee table that should have never left the factoryAfter lots of assurances and a platinum protection plan when we purchased their first offer to keep the table was $When I refused that they offered I would be allowed to return the table only if it did not get damaged in transportSo they make a defective piece of furniture and allow it to get to my home and now I have the responsibility to get it back to them undamagedIt is a mile round tripThe protection plan did not cover the defectThe plan was sold as covering pet damage which after reading other reviews this seems to be a sales tacticUnfortunately the reply to one complaint confirmed the plan does not cover pet damageWhen I said I would return it for a refund they explained there was a 12% freight fee back to the factoryThey then later told me they would resell the furniture in the storeProblem one is charging a customer to return a defective tableI would understand if I wanted to return the table because I did not like it or it did not fit into the room but this table looks like the person staining it was drunkProblem two is charging for freight back to the factory when they intend to resell it in the storeTo save me a hour drive I accepted the and cancelled the platinum planApparently that resolution is more important to this company than my continued business and referralsThere also appears to be a white lie in Ashley's advertisingParaphrasing they say "Made by us and sold by us, cutting out the middle man"Wellsville owns Ashley home stores in different statesThe store nearer where I live are owned by someone elseI should be able to return the table to any Ashley store but since they are owned by different companies I can notSo the ads are at best misleading in my opinionI have a retail business and in the years of operation we have zero complaints with Revdex.comThis business looks to be averaging complaints a moth lately
Thank you for the opportunity to reply to the claim filed by Mrs [redacted] regarding her protection plan concerns I have had an opportunity to review the purchase history and service pertaining to Mrs***’ account and have spoken to our Customer Care department to better understand her concerns with her furniture protection coverage Mrs [redacted] purchased her furniture, along with the protection plan on February 2, The protection plan that Mrs [redacted] purchased is through our former third-party protection company, [redacted] Furniture Services (***)This plan is meant to cover all stains, rips, tears and burns caused by the customer, her family or friendsThe protection plan does not cover any pet damage beyond pet bodily fluidsThe plan covers any stain caused by a pet, but there is not a protection plan in the furniture industry that covers pet damage beyond stainsThe reasoning is that human behavior can be controlled to prevent future accidents to furniture, an animals’ behavior cannot We would like the Bureau to know that we are diligent in training our sales staff to have an in-depth knowledge of what is and is not covered by the protection planSpecifically, pet damage is at the top of our list in explaining to customers what is covered and what is notWe provide brochures outlining coverage in store as wellThe customer would have also received in the mail a detailed outline of her coverage provided by [redacted] Furniture ServicesThough we have since switched protection companies due to cost, not service, we do believe that [redacted] Furniture Services is one of the best plans in the industry as they too have an A+ rating with the Better Business Bureau We were sorry to hear that Mrs [redacted] felt she was misled by the sales associate in terms of what was covered by her protection planWe will be sure to use this as a training opportunity in store as we continue to be sure we are doing our diligence in communicating protection plan coverage to our customersAs a result of her dissatisfaction in the coverage afforded under the Protection Plan, we contacted Mrs [redacted] and offered a full refund of the purchase price of the Protection Plan with the understanding that this would void any further coverageThis offer was accepted by the customer and the refund was processed on October 27, I trust that the Revdex.com will find this response satisfactory, and that it will serve to close this complaint [redacted] / Corporate Communications
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowConsumer filed duplicate complaint: I purchased a Leather rocker recliner from Ashley Furniture in Mentor, OhioIt was delivered last Saturday without the arms, rescheduled for today, April The delivery men did not even know why they had come, another afternoon spent waitingI was told they would call and give me a possible monetary compensationI decided to just ask to return the chairI was told they would not take the chair back, per the manufacturer, I have not even sat in the chairI could return the chair only if I would purchase a similar amount productI now am stuck with this chair, waiting another weeks for the arms Refund A returned product and a promise to myself not to buy anything from Ashley Furniture [redacted] ***
Compensation should reflect furniture delivery issues, including delay in delivery and improper delivery, parts issues, poor customer service, and lack of appropriate response Request herein does not limit complainant's ability to, if unable to resolve satisfactorily, to bring any and all available claims to a court of competent jurisdiction and complainant reserves all rights in that regardPlease take note that the New York State Division of Consumer Protection has also opened a complaint per the letter from that Office received on 11/29/ Also note that despite my email before opening the subject complaint to Jodi P [redacted] as Ashley Furniture, she never responded Thank you for your assistance, ***
This letter is in response to the above referenced complaint filed by Ms [redacted] regarding the delay of product and ultimate cancellation of sale and refund processed at Ashley Furniture HomeStore in Brooklyn, OH Upon receiving the complaint, I spoke with our Customer Care Center regarding the customer’s concerns to see what could be done to expedite her refund Ms [redacted] purchased her sofa from the Brooklyn, OH Ashley HomeStore on 11/7/She paid $by credit card and $by checkOn 11/12/she paid an additional $using her credit card for a delivery fee for a total of $When a customer orders product from our Ashley HomeStore, we quote an estimated arrival time of 14- daysThese dates are normally very accurate; however, the sofa color that Ms [redacted] selected was very low on stock, according to the manufacturer, and was not able to be in for delivery before Christmas We certainly can understand Ms [redacted] ’s frustrations in not having her sofa for the holidayAt the time of her purchase, the manufacturer, Ashley Furniture Industries, informed us it would be in for delivery before the holidayWhen the order was officially processed however, we were notified that this particular color was on delayWe offered compensation of a $gift card for the delay, but Ms [redacted] preferred to cancel her order in lieu of any type of compensation for the delay On 12/21/we refunded the customer her total purchase of $via a check mailed from our Corporate accounting office Prior to receiving the refund check in the mail, Ms [redacted] also disputed the credit card charges of with her credit card company which resulted in a chargeback to our account in the amount of $ As a result of this chargeback, Ms [redacted] received not only the refund check but also a credit to her credit card accountWe have chosen not to dispute the chargeback and have instead written off this error given the expressed concerns from Ms [redacted] I trust that the Bureau will find that we have responded to Ms [redacted] ’s complaint resulting in her receiving an additional refund of $more than her original purchase for her troubles.Sincerely, Audra D [redacted] Corporate Communications
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 Regards, [redacted] ***
I ordered a bedroom set and received a $gift card because of itWhen one of the dressers came damaged I refused to accept itThey also brought a second damaged dresser which I also refusedThe third one was the best out of the three the drawers where missalligned but I accepted itI went to use my gift card and they deactivated itAfter talking to customer service it was because I refused the damaged dresser Also I ordered the protection plan and coincidentally that same dresser I finally accepted the whole face of one of the drawer came offWhen I tried to make a claim they stated that it was not covered and that the other damage on the furniture was wear and tearSo I am pretty sure that is their excuse to get out of any claimsI was told because I tried filing a claim even though it was not fixed I will not get my money back on the protection plan eitherThis amount is suppose to be returned to you if you do not use itWhich I did not use it I only tried to b
Purchased a outdoor table set, in less than year, basically months table set starts crumbling to pieces, contacted ashleys should be still under warrenty and nothing has been donepaid almost $for this set and it is garbage in less than months
Ordered from them on 11-10-Had delivery on 12-and they only brought the dresserHad the wrong bedframeProceeded to tell Me They ordered the wrong one, waited another two weeks then on 12/when the bedframe was suppose to come they tell me mins before they show up tl my house they do not have the rails for the bedframe however I called twice to make sure the stuff was correct so I wouldn’t run into this issueNow they don’t have the item and I need to wait again, I am months pregnant and this is uncalled for
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This canned response from this company does nothing to alleviate my concerns Please see the attached pictures The furniture that I saw in the showroom in Altoona, PA had absolutely no chips, scratches or dents and absolutely did not wobble when sat on This is a six person table that has been used minimally by adults and part time by a four year old There should NEVER be “wear and tear” after a few months of use I had my previous table for years and it showed less damage than this table after a few monthsThe salesperson, Tony L [redacted] and the general manager, John, who sold us this table told us that EVERYTHING would be covered and I have also attached a copy of the “warranty” that he showed us Scratches are checked off as coveredThe table and chairs are not sturdy and wobble when they are sat on or even if leaned on when leaning over to place food on the table For a $dollar table, this is substandardThe salesperson told us that it took weeks to get the merchandise because it is made and assembled in the USA This evening when I tried to tighten the legs of the table, I noticed a giant “Made in Vietnam” sticker on the backhand side In addition, the following paragraph from the company in their Revdex.com response is an absolute lie: “We do sincerely apologize for any confusion as far as coverages and limitations with Mre [redacted] ’s extened warranty coverage At time of purchase the Showroom has literature with lists of coverages Aditionally the extended warranty plan does send each customer a plan that breaks down if full detail coverages and limitations“ At the time of purchase, the salesman, Tony Luciano and the general manager, John BOTH showed us the warranty that they have in the showroom which states that everything is covered A to Z and they both stated and assured us the same, even when it was questioned as it seemed too good to be true The extended warranty is a “purchased” warranty and again, we were told the warranty covered everything over and above the manufacturer’s warranty for years Unfortunately the terms and conditions described above, you don’t receive in the showroom They arrive after your furniture has been delivered and the deal is sealed We were lied to on every level A technician from Ashley Furniture was to call me to “fix” the chairTo date, I have never received a single phone call from this company At this point, I will accept nothing less than a full refund and a refund of the extended warranty What good is a warranty if it you can’t use it for anything they tell you is covered? In addition, none of my concerns have been resolved The company is doing nothing to make this right So far, this company has only showed me predatory and misleading sales tactics with NO service after the sale Regards, [redacted]
This letter is in response to the above referenced complaint filed by Mr [redacted] regarding the concerns with a refund due to his credit card amounting $After speaking with our Billing Department, we can assure Mr [redacted] that his refund has been processed We apologize for the delay refunding Mr [redacted] ’s credit card for $and appreciate his follow up with us to ensure the refund was processedWe noted that the card was refunded on 05/15/15, however; our billing department representative discovered after the customer’s second call to inquire about the refund that his paperwork had been inadvertently stapled together with another refund and missedAfter the second inquiry this mistake was discovered and the credit card account was immediately refundedWe will use this error as a training opportunityThe card was refunded on 6/3/and should have posted to the Mr [redacted] ’s account by nowIf this is not the case, he should contact us at ###-###-#### I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint Sincerely, [redacted] / Corporate Communications
I took my wife to Ashley Furniture Store on November 18th of to look at some furniture for our living room, specifically reclining sofa's and love seat sets We purchased a leather two piece reclining sofa and loveseat set with inclusive warranty's that day We didn't receive the furniture until December 8th of In September of my wife contacted Ashley Furniture after noticing some color fading on parts of the sofa, mainly the center seat of the sofa She was told to send pictures so that they can submit them to the manufacturer and ordering of replacement parts that would be delivered to my home for a technician to install Some time went by maybe or weeks, at which time she contacted Ashley Furniture again to check on the progress of the order due to no parts had been delivered as of yet and was told that my furniture was discontinued and there was nothing else they could do! Not satisfied with that my wife continued to communicate with customer service till
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.This proposed resolution would be satisfactory to me within the following parameters: We are able to choose to either get a new replacement of our current item or another similar item from the showroom after looking in the store, AND If the next item is defective as well we will be entitled to a full, or 100%, refundThese terms are a requirement in us accepting your offer, is in hopes to protect ourselves from any further complications or problemsIf this is agreed upon please indicate what we need in order to get this taken care of Regards, [redacted] & [redacted]
This letter is in response to the above referenced complaint filed by Ms [redacted] concerning the mattress set she had purchased at Ashley Furniture HomeStore in Olean, NY After reviewing the customer’s service history, I spoke with our Customer Care Center manager to see what we can do to solve her concerns On August 22, Ms [redacted] received the mattress in question On July 10th, we received a phone call from a gentleman named ‘ [redacted] ” calling on behalf of Ms ***, advising us the mattress was depressing We scheduled an appointment for a technician to inspect the mattress on July14th On July 13th we received information form the guest that the appointment was being cancelled as Ms [redacted] would be out of town On August 28th, we received a call that Ms [redacted] was ready to reschedule the technician’s appointment The technician was again scheduled for September, 2nd On September 6th we received the information back from the technician service we contract out to, SAW Enterprises The technician’s report indicated the mattress does not meet the qualifications to be considered defective, additionally multiple large stains were noted throughout the mattress (Please see enclosed report as well as photos) For a foam mattress to be considered defective, the mattress must have a depression of greater than 3/of an inch Additionally since this is a memory foam mattress, liquid can cause the foam to break down which is the primary support in this mattress as noted in the warranty, under ‘Mattress & Foundation Care Instructions’ under the ‘don’t’ section(Please see the enclosed warranty from Ashley Sleep) We called Ms [redacted] on September 6th when we received the technician’s report and we were unable to get through due to a busy signalOn September 8th a gentleman called in, he was advised that the stains on the mattress did void the warranty While we empathize with Ms***’s situation we cannot honor an exchange of the mattress Not only is the mattress not within the depression guidelines set forth for defect, the mattress has significant soiling which may be a contributing fact to Ms***’s discomfort and experience with the mattress We trust that the Revdex.com will find this response satisfactory and serve to close this complaint Sincerely, Bonnie H [redacted] / Guest Relations Center Manager