I purchased a sofa from Ashley Homestore months ago I sat down on it one night and heard a crack The frame cracked on the sofa I called customer service and they said they would send a "qualified technician" to fix it I questioned why they would not replace it They said they would try to fix it first The technician came out and said that if he braced it, that it would probably break again He said he couldn't fix it here in my apartmentHe stated that it should be taken apart and fixed, the springs should be removed and frame fixed He said that Ashley would probably pick up the sofa and take it to a local repair shop I asked how long that would take, he said probably 7-daysI asked if I could have it replaced, he said he would write that in the report He then submitted his report Ashley called and said that indeed they would pick up the sofa and take it to a repair shop and fix it I asked if I get a loaner sofa, they said no that they do not do that
I purchased a sectional with them on October 5th I was told that they do not hold any product in their store (we have shopped with them previously and knew this) that they would need to order itWe went in prior to our home closing and ordered the sectional for 2,000$I called the next day and scheduled the delivery on October 23, (days later) I had taken a day off in order to accept delivery and the day prior to delivery, they tell me that the love seat (the middle of our sectional) had arrived to their store damaged, and was not safe to deliverSo they said that they would "rush order" a new oneI accepted the partial delivery and told the person on the phone that I wanted a reimbursement of the delivery fee (150$) for the inconvenience They told me that they would call me back that night, which they never didI emailed corporate who informed me they were a franchise and I would need to contact the store direct, which the number they gave me led me back into their customer service hotlineThe day after delivery, Oct 24, they told me that the soonest they could get me the love seat was Nov 7th! (days after purchase)I called that hotline back and complained to the person about the delivery timeline and asked for compensation because this was ridiculousShe then told me that should could get me the love seat by Nov 3rd (days after purchase) when they had just told me that they could only do the 7thShe also informed me that the max compensation she could give me is 50$ or 75$ store creditI told them to give me the 50$ because I would not be shopping there againThey told me that they do not see this as an inconvenience as they are still delivering within their day window (which they are not by day)I have reached out to corporate again to no responseThis is just the worst experience I have ever had and would recommend going elsewhere
On may I bought a kitchen table set from Ashley home store.I purchased the extra warranty which cost was $In october I notce the paint peeling off the table top.I called the year manufacture .They asked me to take a photo and email them to them The manufacture told me that is were and tear and they can not replace the table top- Iwas told to contack the platinum premium coverage planwell they asked me to email the photos and I did well they are telling me that it is not covered for were and tear.So now I have a kitchen table eith the top is peeling off.The year manufacture wont fix it and the extra portection plan wont do anythingI They agreed to send a representative as a courteous to me .Well that didn't go well the I have the extra protection ot help me or the manufacture to fix it
In July my husband and I purchased furniture from Ashley's Furniture in AmherstWe paid for the furniture in fullDue to inspection and building delays we had to reschedule the delivery a few timesWe called to reschulde on Dec 2, after speaking with rep they told me that we will for sure have our furniture by Christmas and scheduled the delivery for Dec On Dec I got a phone call from another rep advise me that they are "behind in production" and I will not be able to recive my furniture till Jan I asked to speak with a manager and after being told the manager was away I was transferred to the manager at the Ashley store in AmherstAfter expressing my concerns the store manager transeferred me to a schedule manager and I had to leave a messageI called about a few hours after leaving the message and was promised I would get a call back by 4:30PM that dayThe next day I still had yet to recieve a call back so I called back the Batavia number and was told yet away no man
I placed an order for a sofa and chair from Ashley Furniture I was told the items would be delivered on Friday, July 15, In preparation for that delivery, I removed and donated my old sofa and loveseat That evening (7/12/16) I received a phone call that my new items would not be delivered until July 27, Despite my complaint that this was unacceptable because I will have no living room furniture for over weeks, the company claims there is nothing they can do They offered a $gift card for my trouble Again, that is completely unacceptable
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 Regards, [redacted] ps I know of about other people that have gotten things from them in the past years and have had the same problems and went through the same things I am going thru after finally a year the company issued a refund and took the items back I feel that just because I am not a small person that they are blaming my self for the broken and damaged things but I have the tech's on a voice recording stating that the compane doesn't care about the problems that anyone has they just say they will fix it or tell u that its not their problem also that the quality of the stuff is crap and that I would be shocked in how many other people have the same problems and complaints I have so I will not rest untill my demands are met I will go to court if it comes to it or I will just not pay anymore
I purchased a $2,mattress from the Alberta location of Ashley Furniture Store Immediately upon delivery, the mattress began sinking when I slept in it nights after sleeping on this same mattress, with the same problems, I contacted Ashley and asked to return the mattress I said I would be willing to pick a new mattress from them Ashley said their manufacturer won't let them return the mattress because it has been slept in, but that I could pick a different mattress from the same manufacturer However, they offered me a cheaper mattress for an exchange, and I will not get any of my money back I financed the purchase and so I have to pay the full $2,for a cheaper mattress Their receipts do not say anything about me not being able to return this The mattress I tried in the store is not the one I received There is something clearly wrong with this mattress
I purchased a sofa leather 12/and it was delivered to my home 1/16/On 1/28/I noticed that the sofa had starting peeling and fadingI contacted the customer care and emailed them pictures of the sofaOn 1/31/I received a call from a agent stating that they could give me a onetime complimentary slip coverI was told that this plan do not cover cracking or peelingI have a copy of the plan and cracking and peeling of top grain leather is on the list
This letter is in response to the above referenced complaint filed by Mr [redacted] concerning his product and service issues with two reclinersAfter reviewing the customer’s service history, I spoke with our Customer Care Center manager to see what we can do to solve his concernsThe customer purchased two recliners from our [redacted] ***, NY showroom in October This response addresses only the concerns regarding the recliner in his possession Mr [redacted] received delivery on 11/20/He first notified us of his concerns on 12/11/14, requesting that both recliners be returnedThe customer informed us that one of the arms needed more arm fill and the other recliner needed a power connection cord in order for the motor to properly turn onWe informed Mr [redacted] that we would first need to schedule a technician appointment to review his concerns prior to authorizing any part replacement and/or returnWe always prefer to send a technician to look at a customer’s concerns as is clearly stated in the Warranty and Delivery Agreement signed by Mr [redacted] at the time he made his purchase so that the correct parts are ordered and we can prepare labor accordingly to fix any such concerns Nothing in our Warranty and Delivery agreements either states or implies that merchandise can be returned for a full refund if not satisfied While we are happy to assist a customer in reselecting merchandise more suitable to their needs, we would like to first have an opportunity to resolve the customer’s original concerns Mr [redacted] did not allow us the opportunity to resolve these concerns Mr [redacted] also states that he received paperwork stating that we offer a 100% Money Back Peace of Mind Promise This statement is true as it pertains to the Furniture Protection Plan that Mr [redacted] purchased to cover any accidental damage that may happen to his recliner Our Peace of Mind Promise clearly states that if the customer has not filed a claim within the year Protection Plan coverage period, we will issue a store credit in the amount of the Protection Plan purchase price that may be applied to another purchase The Protection Plan and the Peace of Mind Promise was thoroughly explained to Mr [redacted] when he purchased his recliner It neither states nor implies that the customer is entitled to a 100% refund of the entire amount of the sale if not satisfied with a purchaseOn 1/5/16, our company received a chargeback complaint from our credit card processing company stating that the customer was disputing the charges in the amount of $to his credit card for the purchase of the reclinerGiven that Mr [redacted] has refused a technician appointment to determine if the concerns with his recliner can be resolved, we have scheduled piof the one recliner in his home for January 14, At present, we will dispute the amount of the chargeback to Mr [redacted] ’s credit card company as his sales order clearly shows his purchase totaled $and not the $as claimed in his credit card dispute Mr [redacted] ’s dispute exceeds the amount of his purchase by $ I trust that the Revdex.com will determine that we acted in good faith to attempt to resolve Mr [redacted] ’s complaint under the terms fully disclosed to him at the time of purchase Sincerely, Audra D/ Corporate Communications
I am in receipt of your letter dated November 27, 2017, which acknowledged the letter I wrote to Ashley Furniture (Wellsville Group) (hereinafter "Ashley") whereby the Revdex.com was copied, along with other entitiesYou are correct that we desire a discount/refund for the furniture orders placed with Ashley Furniture early this yearAs my letter to Ashley outlined, there were numerous issues and occurrences that caused me to have to be home on various weekends where I would typically be workingThat time lost, combined with phone calls, em ails, and letters from the date of order through present to attempt to resolve this issue, amount to between over hours of time expendedAt my typical hourly rate as a litigation attorney of $an hour, that amounts to $3,500, which is roughly half of the amount paid for the ordersIt is not my position that Ashley should pay me $3,500: however, in understanding that figure, combined with all the time, effort, and aggravation, that is precisely why Ashley's offer of $is unacceptableI am, at this point, open to what Ashley's response is to my letter To address our settlement position, $1,is the figure that is extremely reasonable under the circumstancesEffectively, that would be one hour of my time for seven days, which is the number of weekends I had to be home for various redeliveries or repairs, and the day I personally exchanged the nightstand in the Amherst StoreRecall that the six weekends where I had to be home were three hour windows that required me to be home for that period of timeTherefore, the $1,figure is a substantial reduction of that time and does not include the numerous phone calls, emails, and letters to resolve this issue, or the extreme aggravationIt should be noted that throughout this ordeal, I wasbattling a rare autoimmune blood disease and the stress due to Ashley's persistent errors and omissions only further intensified my condition and the side effects of my treatments and medicationsBefore sending you this response, I contacted Jodi P [redacted] at Ashley by email to see if there were any updates related to my letter, I informed MsP [redacted] that I intended to prepare this response on December 1, but first wanted to give her the opportunity to be heard before I did so, I did not hear back from MsP*** Given the Revdex.com's deadline, I wanted to ensure that my complaint is preservedThe Revdex.com is welcome to contact Ashley on my behalf with regard to this matterThank you for your consideration of this matter, Very truly yours, [redacted] ***
Ms [redacted] is incorrect in stating that "we repaired the recliner in the spirit of providing excellent customer satisfaction." This was not a manufacturer issue as we had purchased Peace of Mind FIVE YEAR warranty in that was in full effect when we had the recliner issue Moreover, all of my attempts to work with Ashleys were unsuccessful, they would not honor the warranty and forced me to file a complaint with the Revdex.com That is the only reason they repaired the recliner We are truly grateful for the effort Revdex.com put into resolving this matter 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]
On November 10, we visited the Ashley Homestore in Orchard Park and purchased a bedroom set and a Serta iComfort III Plush memory foam mattress The price of the mattress was $ When we purchased the mattress we were never given anything in writing which detailed the store's memory foam mattress return policyThe sales person also never verbally told us what their memory foam mattress policy was We also never signed anything regarding the store's return policyThe mattress was delivered on December 7, After using the mattress for about two weeks we found it to be much too softAt that point I called the service department and asked about returning the mattressThey told me the mattress we purchased was eligible for return but said we needed to use it for at least days and had to wait until at least January 7, to return itWhen I spoke to the service department they also didn't tell me what the return policy was and just gave me the January dateOn Jan
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 I was caught off guard with signing the delivery receipt as they were running out of my house and I was feeding a newborn and chasing my toddlersI also didn't feel comfortable after they had walked out and I seen the room to call them back in and let them know what was upsettingThey didn't seem to professionalI contacted Ashley Furniture immediately and took photos before I contacted them I asked Ashley Furniture to either come pick up the bedroom set or I would drop it off that I would like to return and I wanted a refundThey denied and told me they do not allow returns or refundsI asked for a discount not only for the damages but also my time and stress this caused meI feel as if I should not even have had to ask, I should have been offeredThis expensive furniture came into my home damagedI felt I did not have a choice than to take the repair tech routeIt was pushed on meAshley Furniture changed the date and time the repair tech was suppose to be here and argued with meThe repair tech showed up a day early and needless to say I was surprisedWhen guest relations called to "apologize" he offered the "gift" card and I had actual told him I did not want it because the cards don't work online, when you go into the store you can only purchase certain things with them(I had recieved one before because I wasn't happy that a delivery truck showed up at my house at 10pm)Ashley Furniture is a jokeWe will not return as customers, and have let our family and friends know that this company can not be trustedI feel as if we were taken advantage of as customersI was basically told to suck it up and I don't appreciate it Regards, [redacted]
Ashley Furniture delivered two defective sofas and did not deliver a table that was paid forThey refuse to refund our money for merchandise that was not received and refuse to fix the defective merchandise to our satisfactionConsumer filed 2nd complaint:Complaint Type: Product IssuesProblem: Two sofas and a table were ordered from Ashley furniture on 10/8/The sofas were delivered on 10/27/with visible damage and the table was never receivedThe Company refuses to refund our money for the table and will not fix the issue to our satisfaction.Desired Resolution: RefundDesired Outcome: Refund the money and pick up the defective merchandise 10/31/3:PM Threshold Original Open Date Complaint Transfer Pittsburgh, PA 10/31/3:PM Thre
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 Ashley Furniture NEVER fixed any of the issuesThey patched my couchThese couches need to be replacedI don't care how many times thry came out to my residence They sold me defective couches that continuously needed service Regards, [redacted]
This letter is in response to the above referenced complaint filed by [redacted] concerning the dip in her [redacted] mattress. After reviewing the customer’s service history, I spoke with our Customer Care Center Manager to see how we can resolve Ms. [redacted] ’s concerns. Ms. [redacted] ... purchased a mattress and box spring from our [redacted] , NY location on 10/16/15. We were notified on 10/23/15 that one side of her mattress felt as if it was ‘depressing down.’ Understanding Ms. [redacted] ’s concerns so soon after her delivery, we sent a technician out to her home to see if the mattress was considered to be defective. High quality, pillow-top mattresses, like the model purchased by Ms. [redacted] , are made with high performance foams that conform to the body to ensure overall comfort and support. It is normal, as with a high performance sneaker, for example, for there to be a slight depression within the foam after sleeping on the mattress. It is standard within the mattress industry to experience up to 1.5 inches of an impression as a customer is breaking in his/her new mattress. We informed the customer on 11/4/15 that our technician measured a 1 inch depression, thus it would not be considered a manufacture defect. We informed the customer that if she continued to experience issues with the mattress depressing, to please call us back. Understanding that Ms. [redacted] was still concerned with the break-in period of the mattress, in the spirit of good customer service, we offered her full reselection of her mattress. I trust that the Bureau will find this response satisfactory and serve to close this complaint. Sincerely, Audra D. / Corporate Communications
We purchased rocker recliners from Ashley Furniture In less than a year of ownership, of the chairs has totally broken down The flakeboard frame has broken and the arms are falling off the chair and is no longer usable Ashley has sent a repairman several times and each time his recommendation was to replace the chairs due to the extensive damage The 1st time he requested the chairs to be replaced and Ashley said that was not in his report The last time he was there and chair was in worse condition, I insisted I take a picture of his report that clearly states the chair needs to be replaced Ashley called me after this last visit by the repairman and said they were going to send someone to pick up my chair and take it to the warehouse in Johnstown to fix it This is NOT an option I will not allow my chair to leave my home to go to their warehouse, if the chair can be fixed it will be at my home under my observation
My husband and I ordered a couch from this store in the beginning of NovemberIt was delivered on Saturday November and we noticed we accidentally ordered of the pieces backwardsWe thought no big deal the tags are still on- let's just exchange itI went into the store the following day and the customer service rep told me no problem and that he was submitting my orderHe said they would be giving me a call on Monday to confirm everythingBy Thursday nobody had called so I decided to call themThis was when I was told there is a no returns no exchange policy that NOBODY told us about this at the time of saleIf we had known this we would have made sure to measure our living room multiple timesMy husband and I called times on Thursday pleading with them to exchange the two pieces and we were told we "shouldn't have signed for the couch if we didn't like it"Never have I ever been told I could not return something with the tags still on it and my receipt because I had si
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 I have attached a letter and a copy of the technician's report from 6/18/ I think that Ashley would listen to the technician that had been to my house times and both times said that fixing the chair would not be the best idea The flakeboard form is broken in several places and the technician said yes it would probably take about hours to fix, but fixing was not his recommendation I am sure Ashley does not want to admit that this chair needs to be replaced and not repaired This chair may be the same as a car that falls under the lemon law Sometime there are problems with the materials that are hidden from view Please review this information Thank you [redacted]
This letter is in response to the above referenced complaint filed by Ms [redacted] concerning furniture protection plan coverage purchased at Ashley HomeStore in Henrietta, NY After reviewing the customer’s service history, I spoke with our Customer Care Center manager regarding final resolution We processed a refund for Ms [redacted] for the full purchase price of her protection plan, totaling $plus taxThis was refunded to Ms [redacted] on 5/9/to her finance accountWe have also offered a courtesy technician appointment, which is typically $57.00/hour, at no charge to Ms [redacted] to review her furniture concernsWe trust the Bureau will see that we’ve gone above and beyond what we’re required to do to care for her concerns in the spirit of good customer serviceFor more information on the service history previously provided to the Bureau in our last two responses, please see below Ms [redacted] purchased living room, bedroom and dining room furniture from our Henrietta, NY Ashley HomeStore on 5/22/and 9/7/She also purchased a third-party furniture protection plan on all of her furniture, except the dresser mirrorAttached is a copy of the protection plan from Platinum Ultra Premium Protection (PUPP), which explains all of the coverage included with this planAt point of purchase, we provide customers a copy of the protection plan coverage; they also receive along information regarding accidental damage coverage via U.Smail, shortly after the sale On 2/20/2016, Ms [redacted] contacted us to report multiple scratches on her table, bench and charsShe sent pictures of the damage to our Customer Care CenterSince Ms [redacted] purchased the protection plan, we forwarded the damage concerns to the protection company for reviewOur Care Center Manager, Ashley ***, reached out to PUPP to find out why they denied the damages When the protection company agent asked what caused the damage, Ms [redacted] explained that her cats were running on the furnitureHer claims were denied because pet damage is not covered under the furniture protection planIt is standard in the furniture industry to not cover pet damage, as animal behavior is erratic and not easily controlled Attached is a copy of the protection plan coverage provided to Ms [redacted] Under the important exclusions section listed it states, “Pet damage and/or claw marks other than pet bodily fluids, such as damage from teeth, beaks, etc.” We trust that the Bureau will find this response satisfactory and will serve to close this complaint Sincerely, Audra Doering / Corporate Communications
I purchased a sofa from Ashley Homestore months ago I sat down on it one night and heard a crack The frame cracked on the sofa I called customer service and they said they would send a "qualified technician" to fix it I questioned why they would not replace it They said they would try to fix it first The technician came out and said that if he braced it, that it would probably break again He said he couldn't fix it here in my apartmentHe stated that it should be taken apart and fixed, the springs should be removed and frame fixed He said that Ashley would probably pick up the sofa and take it to a local repair shop I asked how long that would take, he said probably 7-daysI asked if I could have it replaced, he said he would write that in the report He then submitted his report Ashley called and said that indeed they would pick up the sofa and take it to a repair shop and fix it I asked if I get a loaner sofa, they said no that they do not do that
I purchased a sectional with them on October 5th I was told that they do not hold any product in their store (we have shopped with them previously and knew this) that they would need to order itWe went in prior to our home closing and ordered the sectional for 2,000$I called the next day and scheduled the delivery on October 23, (days later) I had taken a day off in order to accept delivery and the day prior to delivery, they tell me that the love seat (the middle of our sectional) had arrived to their store damaged, and was not safe to deliverSo they said that they would "rush order" a new oneI accepted the partial delivery and told the person on the phone that I wanted a reimbursement of the delivery fee (150$) for the inconvenience They told me that they would call me back that night, which they never didI emailed corporate who informed me they were a franchise and I would need to contact the store direct, which the number they gave me led me back into their customer service hotlineThe day after delivery, Oct 24, they told me that the soonest they could get me the love seat was Nov 7th! (days after purchase)I called that hotline back and complained to the person about the delivery timeline and asked for compensation because this was ridiculousShe then told me that should could get me the love seat by Nov 3rd (days after purchase) when they had just told me that they could only do the 7thShe also informed me that the max compensation she could give me is 50$ or 75$ store creditI told them to give me the 50$ because I would not be shopping there againThey told me that they do not see this as an inconvenience as they are still delivering within their day window (which they are not by day)I have reached out to corporate again to no responseThis is just the worst experience I have ever had and would recommend going elsewhere
On may I bought a kitchen table set from Ashley home store.I purchased the extra warranty which cost was $In october I notce the paint peeling off the table top.I called the year manufacture .They asked me to take a photo and email them to them The manufacture told me that is were and tear and they can not replace the table top- Iwas told to contack the platinum premium coverage planwell they asked me to email the photos and I did well they are telling me that it is not covered for were and tear.So now I have a kitchen table eith the top is peeling off.The year manufacture wont fix it and the extra portection plan wont do anythingI They agreed to send a representative as a courteous to me .Well that didn't go well the I have the extra protection ot help me or the manufacture to fix it
In July my husband and I purchased furniture from Ashley's Furniture in AmherstWe paid for the furniture in fullDue to inspection and building delays we had to reschedule the delivery a few timesWe called to reschulde on Dec 2, after speaking with rep they told me that we will for sure have our furniture by Christmas and scheduled the delivery for Dec On Dec I got a phone call from another rep advise me that they are "behind in production" and I will not be able to recive my furniture till Jan I asked to speak with a manager and after being told the manager was away I was transferred to the manager at the Ashley store in AmherstAfter expressing my concerns the store manager transeferred me to a schedule manager and I had to leave a messageI called about a few hours after leaving the message and was promised I would get a call back by 4:30PM that dayThe next day I still had yet to recieve a call back so I called back the Batavia number and was told yet away no man
I placed an order for a sofa and chair from Ashley Furniture I was told the items would be delivered on Friday, July 15, In preparation for that delivery, I removed and donated my old sofa and loveseat That evening (7/12/16) I received a phone call that my new items would not be delivered until July 27, Despite my complaint that this was unacceptable because I will have no living room furniture for over weeks, the company claims there is nothing they can do They offered a $gift card for my trouble Again, that is completely unacceptable
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 Regards, [redacted] ps I know of about other people that have gotten things from them in the past years and have had the same problems and went through the same things I am going thru after finally a year the company issued a refund and took the items back I feel that just because I am not a small person that they are blaming my self for the broken and damaged things but I have the tech's on a voice recording stating that the compane doesn't care about the problems that anyone has they just say they will fix it or tell u that its not their problem also that the quality of the stuff is crap and that I would be shocked in how many other people have the same problems and complaints I have so I will not rest untill my demands are met I will go to court if it comes to it or I will just not pay anymore
I purchased a $2,mattress from the Alberta location of Ashley Furniture Store Immediately upon delivery, the mattress began sinking when I slept in it nights after sleeping on this same mattress, with the same problems, I contacted Ashley and asked to return the mattress I said I would be willing to pick a new mattress from them Ashley said their manufacturer won't let them return the mattress because it has been slept in, but that I could pick a different mattress from the same manufacturer However, they offered me a cheaper mattress for an exchange, and I will not get any of my money back I financed the purchase and so I have to pay the full $2,for a cheaper mattress Their receipts do not say anything about me not being able to return this The mattress I tried in the store is not the one I received There is something clearly wrong with this mattress
I purchased a sofa leather 12/and it was delivered to my home 1/16/On 1/28/I noticed that the sofa had starting peeling and fadingI contacted the customer care and emailed them pictures of the sofaOn 1/31/I received a call from a agent stating that they could give me a onetime complimentary slip coverI was told that this plan do not cover cracking or peelingI have a copy of the plan and cracking and peeling of top grain leather is on the list
This letter is in response to the above referenced complaint filed by Mr [redacted] concerning his product and service issues with two reclinersAfter reviewing the customer’s service history, I spoke with our Customer Care Center manager to see what we can do to solve his concernsThe customer purchased two recliners from our [redacted] ***, NY showroom in October This response addresses only the concerns regarding the recliner in his possession Mr [redacted] received delivery on 11/20/He first notified us of his concerns on 12/11/14, requesting that both recliners be returnedThe customer informed us that one of the arms needed more arm fill and the other recliner needed a power connection cord in order for the motor to properly turn onWe informed Mr [redacted] that we would first need to schedule a technician appointment to review his concerns prior to authorizing any part replacement and/or returnWe always prefer to send a technician to look at a customer’s concerns as is clearly stated in the Warranty and Delivery Agreement signed by Mr [redacted] at the time he made his purchase so that the correct parts are ordered and we can prepare labor accordingly to fix any such concerns Nothing in our Warranty and Delivery agreements either states or implies that merchandise can be returned for a full refund if not satisfied While we are happy to assist a customer in reselecting merchandise more suitable to their needs, we would like to first have an opportunity to resolve the customer’s original concerns Mr [redacted] did not allow us the opportunity to resolve these concerns Mr [redacted] also states that he received paperwork stating that we offer a 100% Money Back Peace of Mind Promise This statement is true as it pertains to the Furniture Protection Plan that Mr [redacted] purchased to cover any accidental damage that may happen to his recliner Our Peace of Mind Promise clearly states that if the customer has not filed a claim within the year Protection Plan coverage period, we will issue a store credit in the amount of the Protection Plan purchase price that may be applied to another purchase The Protection Plan and the Peace of Mind Promise was thoroughly explained to Mr [redacted] when he purchased his recliner It neither states nor implies that the customer is entitled to a 100% refund of the entire amount of the sale if not satisfied with a purchaseOn 1/5/16, our company received a chargeback complaint from our credit card processing company stating that the customer was disputing the charges in the amount of $to his credit card for the purchase of the reclinerGiven that Mr [redacted] has refused a technician appointment to determine if the concerns with his recliner can be resolved, we have scheduled piof the one recliner in his home for January 14, At present, we will dispute the amount of the chargeback to Mr [redacted] ’s credit card company as his sales order clearly shows his purchase totaled $and not the $as claimed in his credit card dispute Mr [redacted] ’s dispute exceeds the amount of his purchase by $ I trust that the Revdex.com will determine that we acted in good faith to attempt to resolve Mr [redacted] ’s complaint under the terms fully disclosed to him at the time of purchase Sincerely, Audra D/ Corporate Communications
I am in receipt of your letter dated November 27, 2017, which acknowledged the letter I wrote to Ashley Furniture (Wellsville Group) (hereinafter "Ashley") whereby the Revdex.com was copied, along with other entitiesYou are correct that we desire a discount/refund for the furniture orders placed with Ashley Furniture early this yearAs my letter to Ashley outlined, there were numerous issues and occurrences that caused me to have to be home on various weekends where I would typically be workingThat time lost, combined with phone calls, em ails, and letters from the date of order through present to attempt to resolve this issue, amount to between over hours of time expendedAt my typical hourly rate as a litigation attorney of $an hour, that amounts to $3,500, which is roughly half of the amount paid for the ordersIt is not my position that Ashley should pay me $3,500: however, in understanding that figure, combined with all the time, effort, and aggravation, that is precisely why Ashley's offer of $is unacceptableI am, at this point, open to what Ashley's response is to my letter To address our settlement position, $1,is the figure that is extremely reasonable under the circumstancesEffectively, that would be one hour of my time for seven days, which is the number of weekends I had to be home for various redeliveries or repairs, and the day I personally exchanged the nightstand in the Amherst StoreRecall that the six weekends where I had to be home were three hour windows that required me to be home for that period of timeTherefore, the $1,figure is a substantial reduction of that time and does not include the numerous phone calls, emails, and letters to resolve this issue, or the extreme aggravationIt should be noted that throughout this ordeal, I wasbattling a rare autoimmune blood disease and the stress due to Ashley's persistent errors and omissions only further intensified my condition and the side effects of my treatments and medicationsBefore sending you this response, I contacted Jodi P [redacted] at Ashley by email to see if there were any updates related to my letter, I informed MsP [redacted] that I intended to prepare this response on December 1, but first wanted to give her the opportunity to be heard before I did so, I did not hear back from MsP*** Given the Revdex.com's deadline, I wanted to ensure that my complaint is preservedThe Revdex.com is welcome to contact Ashley on my behalf with regard to this matterThank you for your consideration of this matter, Very truly yours, [redacted] ***
Ms [redacted] is incorrect in stating that "we repaired the recliner in the spirit of providing excellent customer satisfaction." This was not a manufacturer issue as we had purchased Peace of Mind FIVE YEAR warranty in that was in full effect when we had the recliner issue Moreover, all of my attempts to work with Ashleys were unsuccessful, they would not honor the warranty and forced me to file a complaint with the Revdex.com That is the only reason they repaired the recliner We are truly grateful for the effort Revdex.com put into resolving this matter 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]
On November 10, we visited the Ashley Homestore in Orchard Park and purchased a bedroom set and a Serta iComfort III Plush memory foam mattress The price of the mattress was $ When we purchased the mattress we were never given anything in writing which detailed the store's memory foam mattress return policyThe sales person also never verbally told us what their memory foam mattress policy was We also never signed anything regarding the store's return policyThe mattress was delivered on December 7, After using the mattress for about two weeks we found it to be much too softAt that point I called the service department and asked about returning the mattressThey told me the mattress we purchased was eligible for return but said we needed to use it for at least days and had to wait until at least January 7, to return itWhen I spoke to the service department they also didn't tell me what the return policy was and just gave me the January dateOn Jan
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 I was caught off guard with signing the delivery receipt as they were running out of my house and I was feeding a newborn and chasing my toddlersI also didn't feel comfortable after they had walked out and I seen the room to call them back in and let them know what was upsettingThey didn't seem to professionalI contacted Ashley Furniture immediately and took photos before I contacted them I asked Ashley Furniture to either come pick up the bedroom set or I would drop it off that I would like to return and I wanted a refundThey denied and told me they do not allow returns or refundsI asked for a discount not only for the damages but also my time and stress this caused meI feel as if I should not even have had to ask, I should have been offeredThis expensive furniture came into my home damagedI felt I did not have a choice than to take the repair tech routeIt was pushed on meAshley Furniture changed the date and time the repair tech was suppose to be here and argued with meThe repair tech showed up a day early and needless to say I was surprisedWhen guest relations called to "apologize" he offered the "gift" card and I had actual told him I did not want it because the cards don't work online, when you go into the store you can only purchase certain things with them(I had recieved one before because I wasn't happy that a delivery truck showed up at my house at 10pm)Ashley Furniture is a jokeWe will not return as customers, and have let our family and friends know that this company can not be trustedI feel as if we were taken advantage of as customersI was basically told to suck it up and I don't appreciate it Regards, [redacted]
Ashley Furniture delivered two defective sofas and did not deliver a table that was paid forThey refuse to refund our money for merchandise that was not received and refuse to fix the defective merchandise to our satisfactionConsumer filed 2nd complaint:Complaint Type: Product IssuesProblem: Two sofas and a table were ordered from Ashley furniture on 10/8/The sofas were delivered on 10/27/with visible damage and the table was never receivedThe Company refuses to refund our money for the table and will not fix the issue to our satisfaction.Desired Resolution: RefundDesired Outcome: Refund the money and pick up the defective merchandise 10/31/3:PM Threshold Original Open Date Complaint Transfer Pittsburgh, PA 10/31/3:PM Thre
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 Ashley Furniture NEVER fixed any of the issuesThey patched my couchThese couches need to be replacedI don't care how many times thry came out to my residence They sold me defective couches that continuously needed service Regards, [redacted]
This letter is in response to the above referenced complaint filed by [redacted] concerning the dip in her [redacted] mattress. After reviewing the customer’s service history, I spoke with our Customer Care Center Manager to see how we can resolve Ms. [redacted] ’s concerns. Ms. [redacted] ... purchased a mattress and box spring from our [redacted] , NY location on 10/16/15. We were notified on 10/23/15 that one side of her mattress felt as if it was ‘depressing down.’ Understanding Ms. [redacted] ’s concerns so soon after her delivery, we sent a technician out to her home to see if the mattress was considered to be defective. High quality, pillow-top mattresses, like the model purchased by Ms. [redacted] , are made with high performance foams that conform to the body to ensure overall comfort and support. It is normal, as with a high performance sneaker, for example, for there to be a slight depression within the foam after sleeping on the mattress. It is standard within the mattress industry to experience up to 1.5 inches of an impression as a customer is breaking in his/her new mattress. We informed the customer on 11/4/15 that our technician measured a 1 inch depression, thus it would not be considered a manufacture defect. We informed the customer that if she continued to experience issues with the mattress depressing, to please call us back. Understanding that Ms. [redacted] was still concerned with the break-in period of the mattress, in the spirit of good customer service, we offered her full reselection of her mattress. I trust that the Bureau will find this response satisfactory and serve to close this complaint. Sincerely, Audra D. / Corporate Communications
We purchased rocker recliners from Ashley Furniture In less than a year of ownership, of the chairs has totally broken down The flakeboard frame has broken and the arms are falling off the chair and is no longer usable Ashley has sent a repairman several times and each time his recommendation was to replace the chairs due to the extensive damage The 1st time he requested the chairs to be replaced and Ashley said that was not in his report The last time he was there and chair was in worse condition, I insisted I take a picture of his report that clearly states the chair needs to be replaced Ashley called me after this last visit by the repairman and said they were going to send someone to pick up my chair and take it to the warehouse in Johnstown to fix it This is NOT an option I will not allow my chair to leave my home to go to their warehouse, if the chair can be fixed it will be at my home under my observation
My husband and I ordered a couch from this store in the beginning of NovemberIt was delivered on Saturday November and we noticed we accidentally ordered of the pieces backwardsWe thought no big deal the tags are still on- let's just exchange itI went into the store the following day and the customer service rep told me no problem and that he was submitting my orderHe said they would be giving me a call on Monday to confirm everythingBy Thursday nobody had called so I decided to call themThis was when I was told there is a no returns no exchange policy that NOBODY told us about this at the time of saleIf we had known this we would have made sure to measure our living room multiple timesMy husband and I called times on Thursday pleading with them to exchange the two pieces and we were told we "shouldn't have signed for the couch if we didn't like it"Never have I ever been told I could not return something with the tags still on it and my receipt because I had si
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 I have attached a letter and a copy of the technician's report from 6/18/ I think that Ashley would listen to the technician that had been to my house times and both times said that fixing the chair would not be the best idea The flakeboard form is broken in several places and the technician said yes it would probably take about hours to fix, but fixing was not his recommendation I am sure Ashley does not want to admit that this chair needs to be replaced and not repaired This chair may be the same as a car that falls under the lemon law Sometime there are problems with the materials that are hidden from view Please review this information Thank you [redacted]
This letter is in response to the above referenced complaint filed by Ms [redacted] concerning furniture protection plan coverage purchased at Ashley HomeStore in Henrietta, NY After reviewing the customer’s service history, I spoke with our Customer Care Center manager regarding final resolution We processed a refund for Ms [redacted] for the full purchase price of her protection plan, totaling $plus taxThis was refunded to Ms [redacted] on 5/9/to her finance accountWe have also offered a courtesy technician appointment, which is typically $57.00/hour, at no charge to Ms [redacted] to review her furniture concernsWe trust the Bureau will see that we’ve gone above and beyond what we’re required to do to care for her concerns in the spirit of good customer serviceFor more information on the service history previously provided to the Bureau in our last two responses, please see below Ms [redacted] purchased living room, bedroom and dining room furniture from our Henrietta, NY Ashley HomeStore on 5/22/and 9/7/She also purchased a third-party furniture protection plan on all of her furniture, except the dresser mirrorAttached is a copy of the protection plan from Platinum Ultra Premium Protection (PUPP), which explains all of the coverage included with this planAt point of purchase, we provide customers a copy of the protection plan coverage; they also receive along information regarding accidental damage coverage via U.Smail, shortly after the sale On 2/20/2016, Ms [redacted] contacted us to report multiple scratches on her table, bench and charsShe sent pictures of the damage to our Customer Care CenterSince Ms [redacted] purchased the protection plan, we forwarded the damage concerns to the protection company for reviewOur Care Center Manager, Ashley ***, reached out to PUPP to find out why they denied the damages When the protection company agent asked what caused the damage, Ms [redacted] explained that her cats were running on the furnitureHer claims were denied because pet damage is not covered under the furniture protection planIt is standard in the furniture industry to not cover pet damage, as animal behavior is erratic and not easily controlled Attached is a copy of the protection plan coverage provided to Ms [redacted] Under the important exclusions section listed it states, “Pet damage and/or claw marks other than pet bodily fluids, such as damage from teeth, beaks, etc.” We trust that the Bureau will find this response satisfactory and will serve to close this complaint Sincerely, Audra Doering / Corporate Communications