February 3, Re: [redacted] Complaint ID [redacted] Dear [redacted] : This letter is in response to the above referenced complaint filed by Mr [redacted] regarding the sectional purchased at the Ashley Furniture HomeStore in Amherst, NY I spoke with our Customer Care Center Manager regarding the concerns with his sectional in an effort to determine if we are able to further assist this customerMr***’s original sectional was delivered on March 20, The customer first contacted our Customer Care Center on November 14, stating that he could feel nail heads holding the tray to his sectionalWe immediately ordered and shipped parts to the customer’s homeThese parts arrived via mail on 11/21/and we called the customer to schedule a technician appointment, but Mr [redacted] declined to schedule an appointment at that time stating that he was unsure of his work scheduleOver the next several weeks, we attempted to contact him on numerous occasions: 11/22, 11/25, 11/28, 11/and finally on 12/ After numerous messages were left with no response we closed the concernIn March we received notice from our third-party protection company, [redacted] Furniture Services, that the customer was authorized full replacement of all pieces due to accidental damage The protection coverage that the customer originally purchased provides coverage for nearly all accidental damage, excluding wear and tear, abuse/neglect, damaged covered under homeowner’s insurance and other such similar exclusionsThe protection purchased by the customer is not an extended warranty Since Mr***’s dealings were directly with [redacted] Furniture Industries, we have no knowledge of the basis of his claim for accidental damage replacement, however Mr [redacted] was authorized to reselect other furniture of equal or lesser value The new merchandise selected by Mr [redacted] was delivered on April 11, On November 8,one piece of the new sectional was again replaced by [redacted] Furniture Industries, again under the claim of accidental damage.On February 17, Mr [redacted] called to report that he could feel the wood on the back of the recliner, and also reported an issue with the locking mechanismWhen the original purchase was delivered in March the sectional had a standard 5-year warranty on the reclining mechanismThe warranty on the furniture, including any replacement pieces, starts at the date of original purchaseSince the concerns voiced by Mr [redacted] came after the original warranty period had expired we offered, as a one-time courtesy, to send a technician to his home to inspect the furnitureThe technician visited the customer’s home on March 5, and reported that the back frame of the reclining piece was warped where the spring attached Our Customer Care Center explained this to the customer and also explained that our technicians could repair this issue but it would be necessary to have the piece picked up to be serviced in our facility on Batavia, NY The customer objected and requested replacement, but he was told that due to the fact that he was so far outside of the original warranty period, replacement was not an option As evidence of our good faith and outstanding customer service, we ordered the necessary parts, picked up the piece, accomplished the repair and returned the piece to Mr [redacted] all at no chargeThe next contact from Mr [redacted] came on January 16, when he called to complain that the piece that had been repaired in April was broken again During this conversation Mr [redacted] stated that he had moved the furniture to a new residence Once again, our Customer Care Center representatives explained to Mr [redacted] that he was well beyond the manufacturer's warranty period Additionally, moving the furniture from the original location of delivery specifically voids the manufacturer's warranty, as neither we or the manufacturer has any control over the handling of the furniture during the moving process Our Customer Care Center Manager, [redacted] , offered a courtesy inspection to see what is needed to accomplish another repair, but also informed Mr [redacted] that he would be expected to pay for all parts, labor and transportation necessary to repair this piece again Mr [redacted] has indicated that this offer was not acceptable to himWe trust that the Revdex.com recognizes that we have acted in good faith and have gone above and beyond in order to satisfy Mr***'s complaints regarding this furniture We cannot continue to extend service on a no charge basis for product that well beyond the warranty period As Mr [redacted] has already informed us that he will not be satisfied with our response and resolution, we would welcome the Bureau's assistance in resolving this matter Sincerely, Wellsville Carpet Town Inc / [redacted] Style Definitions */ [redacted] / Corporate Communications
On September I purchased $3,worth of living room furnitureAlong with the furniture I also purchased Ashleys 100% money back platinum Ultra premium funiture protection plan serviceThe company plan is through is "warrantech" On October 10th, I called warrantech to file a claim on a wooden table that was showing signs of the finish coming offI sent them picturesOn October 28th ,they sent out an independent contractor to look at the table His name is JamieHe advised me because there are severl locations where the finishing is coming off he would be unable to refinish the tableHe also took photosHe said he would have the company order a new table top and when it arrived he would return to install itOn october 31st at around PM Halloween night, I received a call from warrantechThe female customer service rep began to inform me that they were not going to cover the table because there were multiple areas of where the finish was coming offI admit, I
This compliant encompasses product issues along with warranty and service failure issuesMy husband and I went to Ashley Furniture to purchase a sectional sofa in November The sales person was very quick to sell us a product and even worked with a manager to negotiate with us to purchase that dayWe were told that the sectional we were looking at was a best sellerWe gave our best idea on how many sections we would need because we were not certain of the exact measurementThe sales person, Jack Giblock told us to purchase it all and measure when we got home and if it was not correct the order could be adjusted and they would just credit my bank account the differenceI had to call to set up delivery of the furnitureThey were supposed to contact me to schedule deliveryThe estimated delivery date was 12/5/The delivery date was 12/18/In addition, Ashley held onto my money until December 10thI had to call multiple times to get my credit that was due In March
On 9/30/I purchased a bed and mattressesI was told delivery would be - daysI needed to call on 10/to schedule, which I didDelivery was scheduled for 10/On 10/I received a call and was told that my delivery needed to be rescheduledIt was rescheduled for 11/On 10/I received a call again saying my delivery needed rescheduled again now it would be 11/I was suppose to be contacted on 11/to be given a hour time frame for deliveryI was not contacted at allI called them at 4pmI was told that the system was down all day so they couldn't do any scheduling and that someone would call me the next dayNo one called againI called again at 3:pm as call center closed at 4pmThis time I was told my item was still not ready for delivery and asked "you weren't contacted about a partial delivery." I cancelled my order at that time Over weeks for delivery is unbelievableAt time of purchase ( I was financing) I had to pay sales taxNow I'm told i
The initial problem was the wiring harness was damaged at some point unknown and is a powered rocker recliner I had purchased a year warranty on the unit to which technicians came out to my house to look at said unit, the 2nd technician said it could take 4-months to obtain part, so ok I waited almost months before calling said company back ( [redacted] ) to which I had fallen ill the following year after, so after going on years I followed up on said power rocker recliner to which Ashley Furniture denies all knowledge of said facts and also called warranty company to which they deny all said facts as wellI want the recliner removed actually being just that it has never worked since new and also purchased dining room set and hutch with year warranty as well and has chipped table top (fairly expensive table) I would like that repaired under warranty if possible thank you
I purchased a metal coffee table matching end table which were delivered at the end of September of The delivery people took photos and had me sign off to prove that they were delivered to my home I noticed a gauge in the metal surface a week later when I was cleaning the table I had originally thought it was a part of the design of the table which has a rustic/distressed look to it Upon further inspection, however, I realized that it was indented and showing the bare metal unlike the other distress marks which appear to be printed into the surface of the table I went into the Orchard Park store to see if anything could be done to remedy the issue A friendly sales person approached me when I entered the showroom, but when I told her about my issue, her tone changed from friendly to disinterested She advised me to see someone at the counter I went to the counter and the representative informed me that I had a year warranty on my table He gave me a card wit
I PURCHASED MY LIVING ROOM SET IN AUG 2013......WHEN I WENT INTO THE STORE I STATED I HAVE CHILDREN AND DOGSI STATED I WANT TO SEE FURNITURE THAT WOULD HOLD UP AGAINST ALL MY HEAVY TRAFFIC IN JULY THE ENTIRE SET OF CUSHIONS AND MATERIAL WHERE REPLACED DUE TO HOW THEY LOOKED AND LACK OF CUSHIONS HOLDING UPI AGAIN AM HAVING THE EXACT SAME ISSUE I CALLED THE COMPANY AND TOLD THEM ABOUT MY SITUATIONTHEY SAID THEY WILL PUT IN THE ORDER FOR THE NEW MATERIAL AND NEW CUSHIONS LAST WEEK I RECEIVED A PHONE CALL FROM ASHLEY AND THEY STATED THAT THIS SET IS NOT BEING MADE ANY LONGER AND THERE WAS NOTHING THEY COULD DO TO HELP METHEY SAID I COULD CALL THE MANUFACTURE AND SEE IF THEY COULD HELP BUT THIS WOULD BE ALL MY OWN EXPENSE I DECIDE TO CALL THE WARRANTY COMPANY JUST TO SEE IF THEY COULD HELPI PURCHASED THE FIVE YEAR EXTENDED PLATINUM PLANTHE WARRANTY COMPANY COULD NOT HELP BECAUSE THE ISSUES I AM HAVING DOES NOT FALL UNDER THE WARRANTY CLAIMSHOWEVER THEY SAID WIT
Wellsville Carpet Town Inc / [redacted] Style Definitions */ October 29, Re: [redacted] Complaint ID: [redacted] Dear [redacted] : Thank you for the opportunity to reply to the claim filed by Mrs [redacted] regarding her chair purchased from our Amherst, NY location I have had an opportunity to review the purchase history and service pertaining to Mrs ***’s account and have spoken to our Customer Care department to better understand what transpired for her chair to be delivered to her with dark spots on two separate occasions We can certainly understand Mrs***’s frustrations with being delivered a chair that does not meet her standards twiceWe have reviewed photos of her chairs delivered and agree that we could have done better in ensuring her product arrives without the dark spots on the fabricWe will certainly use this as a training opportunity with our teams We were able to honor the request for a discount of 50% off on the chair for the customer’s time and dissatisfactionThis refund was processed on October 27, and should appear in the customer’s account within 5-business daysWe appreciate Mrs***’s business and appreciate her patience as we work to make this right I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint Sincerely, [redacted] / Corporate Communications Alberta Drive Amherst, NY Direct: ###-###-#### Email: [redacted] @wctny.com
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 would like to mention again that I purchased the protection plan in the event of any accidents that might occur over timeWhen I contacted the protection plan company, and stated the issue, they immediately directed me to Ashley Furniture stating that this is not covered and that since the sectional was less than year old, it was covered under the manufacturer warrantyWhen I contacted Ashley Furniture, they told me to call the warranty companyNo one wanted to take responsibility for the issueI had to make several phone calls before they agreed to send a technician out to my houseThey assumed that the photos show hair from a petThis is not the case at all and once I explained this to Daniel the manager, he offered to get the tech out to my propertyThey automatically assumed that I was trying to be dishonest and would not offer supportWhile I do have a small dog, he does not have hair remotely close to what the photos look like and I would be happy to supply photos of my petIn addition, he is crated and also has a dog bed which he lays inAshley Furniture is making an assumption and I welcome anyone to come to my residence to reviewThe tech Ken even noted this immediately that this was not pet damage and this was a manufacturer defectI would like a copy of the tech reportThe depressions are not from my pet, this is simply from the breakdown of poor quality and materialI was told by Jack G [redacted] that the sectional was a best seller and durable and reliableBottom line is that Daniel sent out the cushion covers and fill as a temporary fix until we could determine the issueThis sectional is not replaced to manufacturer standards and in fact is poor quality and continues to deteriorate each day.In addition to all of this, I contacted Ashley Consumer Affairs on May 25th at 2:PM and was told that I would have a response within 7-days and I have yet to receive any responseAshley Furniture was very quick to sell the product but is not offering customer service without a fightThis is an inferior piece of furniture and the resolution is not satisfactory I would like to correct the case from Ashley that states I said we seldom use the sectionalThis is our main seating area however it is not abused or utilized in excessI have never stated that and that is incorrectI would like to receive a copy of the tech report and if Ashley will not take the sectional backI would like the issue permanently corrected or we would like for Ashley to take the sectional back with a full refundIf there is not a resolution in one of these options, this matter will have to be escalated further outside of the Revdex.comI would be happy to supply additional photos of the sectional, my pet and my home so that Ashley Furniture can stop making assumptions about my lifestyle or quality of living Regards, [redacted]
We purchased a couch from Ashley Furniture on 1/7/17 and took delivery of the couch end of February 2017. We have had numerous problems with the couch as listed below: 1) The couch was delivered without attaching brackets that should have been already installed 2The chaise was delivered damaged and the leather was torn at both corners. We contacted the company and a replacement leather was sent along with making an appointment for someone to come out and switch the leather on the couch. 3)They came out to correct the damaged leather and the piece that was sent from Ashley was damaged as well 4) A third piece for the chaise had to be sent out for repair and yet another appointment scheduled for someone to come out for the repair 5) The loveseat wood broke and a new section had to be delivered after insisting a repair of the piece was not enough of a solution given the previous problems 6) The corner piece which is rarely used had a spring break through the dust cover and now need
On 8/29/we ordered delivery for August 31st my husband cancelled due to we could not move out old furniture by th August 31st Rescheduled to have delivery on September 14th but no call was received from AshleyWe went into the store to find out what was going on they replied furniture not ready it is popular item and offered us a in store credit of $my husband declineThey then gave us $refundWe left the store called to schedule delivery and was told the dresser would deliver on Oct 3rd and the rest would be delivered at a later date due to furniture not madeOn September th my husband called to confirm delivery he was told he would get a call on Oct 1st to confirm delivery timeDelivery was expected between 10:15aand 1:15pOn Oct 3rd my husband called at 12n he was told the dresser was not on the truckOnce again no one called to say there would not be a delivery on Oct 3rdI guess they finally located the dresser and delivered it Oct We rescheduled for th
Requested a refund on 03/30/for a purchase that was made through the store at WRdI received a check for $which I then deposited into my bank accountThe remaining furniture I purchased was then delivered but was short an end tableThe delivery drivers told me they forgot it and I should expect a phone call to have that piece deliveredAfter waiting for a month with no phone call from Ashley, I had to contact themI was then told that its been here and they will now deliver the table on 06/05/Since September 13, I have spent worth of purchases from Ashley Furniture StoreSince that time This has been my experience with them: Two service calls days after purchase for the reclining love seat that resulted in a Large arm scar from a protruding staple and replacement of love seat after no resolution from the service techs( I had to call and insist on replacement), repeated deliveries of broken table lamps to which I finally gave up and exc
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 refund only came a week ago, however, the time of arrival is not resolvedIf the furniture is not delivered in the morning on the 29th before 10am, I do not want it and want all my money refunded immediately because nobody will be home to receive it and I will go somewhere elseI was told by the store that it would not be a problem and after being insulted by the lady who has been communicating with the Revdex.com, there will be no other acceptable termsI have already contacted the state attorney general and am waiting for m complaint in writing to be reviewed and I have already contacted a lawyer to start proceedings necessary if this company does not deliver my furniture as requested and does not refund the balance as requested if the delivery is not in the morning as requestedSo no the complaint is not resolved and this spokeswoman mentionedRegards, [redacted]
Wellsville Carpet Town Inc / [redacted] Style Definitions */ October 3, Re: [redacted] Complaint ID [redacted] Dear [redacted] : Thank you for the opportunity to reply to the claim filed by Mrs [redacted] regarding her dining room table concerns I have had an opportunity to review the purchase history and service pertaining to Mrs [redacted] ’s account and have spoken to our Customer Care department to better understand what has transpired with her table purchases and delivery Mrs [redacted] purchased a dining room table January 11, from our Mentor, OH locationWe delivered the table on January 29, Almost a month later, we received a call on 02/27/ reporting that the finish on the table was flaking and bubbling wherever there are cracksWe sent out a road technician at that time who reported that the customer’s concerns with the finish were valid in that there was small cracking in the flats between the groovesThe technician reports that it could have been heat damage or water damage, however, the customer stated that this was not possible Our Customer Care Center looked into the history of this particular table to see if we had any concerns reported as manufacturer defectsWe did not see any concerns with this particular table, but we did offer the customer credit to reselect a new table On May 21, Ms [redacted] ’s new table set was delivered, and we did not hear back from the [redacted] family until August when Mr [redacted] called in reporting discoloration on the tableAfter speaking with Mr [redacted] , he explained that nail polish had been spilled onto the tableWe referred him to our furniture protection company to care for his concernsThis is customary to have the customer initiate that callWhen we called our protection company on August 18, 2014, the company stated the customer had not yet called to put in a claim Mrs [redacted] failed to disclose to the Revdex.com that the tabletop had finger nail polish spilled on it Damage to the table top caused as a result of spilling nail polish on it does not constitute a manufacturing defect and therefore no repair or replacement is available under the terms of the manufacturer’s warranty However, since the customer did purchase a Furniture Protection Plan to cover accidents of this nature, the claims process must be initiated by the customer in order to move forward with any repair or replacement under the terms of that agreement It is up to the warranty company to determine whether to repair or authorize full replacement I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint Sincerely, [redacted] / Corporate Communications
In late August, I went into the Ashley HomeStore to purchase some bedroom furnitureI was only looking to purchase a bed frameI found the frame that I liked and spoke to the sales girl Casseyshe told me about a big sale that they were having on the entire bedroom set, so I ended up getting the entire piece set plus an additional dresser (that she discounted)She was super friendly and helpful, and did not try to push anything on meI was very pleased with my purchase Fast forward to October 6, when I received delivery of my setThe men came when they were supposed to and were very quick and efficient in setting up my bedroomUpon inspection, I realized that they did not deliver my nightstandThey checked their delivery receipt, and it was not listedthey contacted the store about it, and someone called me later that evening The first gentleman that called me was very rude, and couldn't even read my nameHe was calling me Alexee (the name of the bedroom set)
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 April 4, Regarding the response from Bonnie [redacted] Her letter states that I signed a delivery receipt on September 9, that the furniture was in good condition Of course the furniture was in good condition, it was being delivered from their warehouse and it was brand new furniture It should be in good condition! Her letter states that I called on March 14, and explained that I was "sleeping" on the sofa and it had cracked That is absurd! I was not sleeping on my sofa I sat down on my sofa and it cracked I am not a "large" person and I have no children or pets I don't believe the sofa's frame, that is less than months old should crack when I sit on it! Her letter states the technician stated that the break in the frame did not happen due to a warranty issue Then it must have been a manufacturers defectOf course he couldn't fix it here in the apartment, it appeared to be cracked in two different spots He also stated to me that in order to fix it right, the fabric and springs needed to be removed He said that he could brace the break, but if someone large sat on the sofa, eventually it would break again and push through the fabricHe stated that it would be "out of warranty" by then The sofa still had the tag on it, it was not stained or warn, it was less than months old! I am the only one who lives here As of today 8:PM April 4, it has been days without a sofa I just feel that it should have been replaced and it should have a warranty starting from when they deliver it I guess they don't they don't back up their products.Regards, [redacted]
We furnished nearly our entire house October In early 2016, we contacted the Customer Care Center to get replacement cushions for our sofa and love seat because they had become misshapen and flattenedThey also sent us replacement fill for the back cushions at that timeSince then, we've had to purchase poly-fil for the back pillows twice because they break down so quickly I contacted Ashley Furniture directly in August/September because the cushions were breaking down yet againThey requested photos, which I sentThey delayed responding for weeks at a time which pushed me out of the year warranty time frame, so they're now refusing to do anything I then contacted the Customer Care Center again and they offered to send out cushions and a new front apron, but we'd have to pay for the technician because I’m now out of my warranty time frameThis would be the THIRD set of cushions on a living room set we've had for just over a year
I BOUGHT A DINING ROO TABLE AND CHAIRS IN APRIL 2018, IT IS JULY AND MY DELIVERY DATE HAS BEEN POSTPONED FOR TIMES THIS IS ADVERTISEMENT I AM SO DISAPPOINTED AND DISSATISFIED WITH THIS STORE TO DATE I AM NOT CONFIDENT I WILL EVER GET THE FURNITURE
Bought a sectional couch from Ashley Furniture, The couch had frame issues with the first months of having itA repair person was sent to the house to repair the furnitureThis couch broke again in the same spot months laterThe couch was then replacedThe replacement broke within months of having itSame framing issueA repairman through Ashley cam and bandaged the broken framemonths later, same issueAnother repairman came over and stated that the damage is "not repairable" and recommends and replacementAshley Furniture is refusing to replace the broken couch and also refusing to refund our moneyAshley has suggested that we pay for an outside 3rd party company to do the repairs as they are no longer making anymore attempts to repair this couch
February 3, Re: [redacted] Complaint ID [redacted] Dear [redacted] : This letter is in response to the above referenced complaint filed by Mr [redacted] regarding the sectional purchased at the Ashley Furniture HomeStore in Amherst, NY I spoke with our Customer Care Center Manager regarding the concerns with his sectional in an effort to determine if we are able to further assist this customerMr***’s original sectional was delivered on March 20, The customer first contacted our Customer Care Center on November 14, stating that he could feel nail heads holding the tray to his sectionalWe immediately ordered and shipped parts to the customer’s homeThese parts arrived via mail on 11/21/and we called the customer to schedule a technician appointment, but Mr [redacted] declined to schedule an appointment at that time stating that he was unsure of his work scheduleOver the next several weeks, we attempted to contact him on numerous occasions: 11/22, 11/25, 11/28, 11/and finally on 12/ After numerous messages were left with no response we closed the concernIn March we received notice from our third-party protection company, [redacted] Furniture Services, that the customer was authorized full replacement of all pieces due to accidental damage The protection coverage that the customer originally purchased provides coverage for nearly all accidental damage, excluding wear and tear, abuse/neglect, damaged covered under homeowner’s insurance and other such similar exclusionsThe protection purchased by the customer is not an extended warranty Since Mr***’s dealings were directly with [redacted] Furniture Industries, we have no knowledge of the basis of his claim for accidental damage replacement, however Mr [redacted] was authorized to reselect other furniture of equal or lesser value The new merchandise selected by Mr [redacted] was delivered on April 11, On November 8,one piece of the new sectional was again replaced by [redacted] Furniture Industries, again under the claim of accidental damage.On February 17, Mr [redacted] called to report that he could feel the wood on the back of the recliner, and also reported an issue with the locking mechanismWhen the original purchase was delivered in March the sectional had a standard 5-year warranty on the reclining mechanismThe warranty on the furniture, including any replacement pieces, starts at the date of original purchaseSince the concerns voiced by Mr [redacted] came after the original warranty period had expired we offered, as a one-time courtesy, to send a technician to his home to inspect the furnitureThe technician visited the customer’s home on March 5, and reported that the back frame of the reclining piece was warped where the spring attached Our Customer Care Center explained this to the customer and also explained that our technicians could repair this issue but it would be necessary to have the piece picked up to be serviced in our facility on Batavia, NY The customer objected and requested replacement, but he was told that due to the fact that he was so far outside of the original warranty period, replacement was not an option As evidence of our good faith and outstanding customer service, we ordered the necessary parts, picked up the piece, accomplished the repair and returned the piece to Mr [redacted] all at no chargeThe next contact from Mr [redacted] came on January 16, when he called to complain that the piece that had been repaired in April was broken again During this conversation Mr [redacted] stated that he had moved the furniture to a new residence Once again, our Customer Care Center representatives explained to Mr [redacted] that he was well beyond the manufacturer's warranty period Additionally, moving the furniture from the original location of delivery specifically voids the manufacturer's warranty, as neither we or the manufacturer has any control over the handling of the furniture during the moving process Our Customer Care Center Manager, [redacted] , offered a courtesy inspection to see what is needed to accomplish another repair, but also informed Mr [redacted] that he would be expected to pay for all parts, labor and transportation necessary to repair this piece again Mr [redacted] has indicated that this offer was not acceptable to himWe trust that the Revdex.com recognizes that we have acted in good faith and have gone above and beyond in order to satisfy Mr***'s complaints regarding this furniture We cannot continue to extend service on a no charge basis for product that well beyond the warranty period As Mr [redacted] has already informed us that he will not be satisfied with our response and resolution, we would welcome the Bureau's assistance in resolving this matter Sincerely, Wellsville Carpet Town Inc / [redacted] Style Definitions */ [redacted] / Corporate Communications
On September I purchased $3,worth of living room furnitureAlong with the furniture I also purchased Ashleys 100% money back platinum Ultra premium funiture protection plan serviceThe company plan is through is "warrantech" On October 10th, I called warrantech to file a claim on a wooden table that was showing signs of the finish coming offI sent them picturesOn October 28th ,they sent out an independent contractor to look at the table His name is JamieHe advised me because there are severl locations where the finishing is coming off he would be unable to refinish the tableHe also took photosHe said he would have the company order a new table top and when it arrived he would return to install itOn october 31st at around PM Halloween night, I received a call from warrantechThe female customer service rep began to inform me that they were not going to cover the table because there were multiple areas of where the finish was coming offI admit, I
This compliant encompasses product issues along with warranty and service failure issuesMy husband and I went to Ashley Furniture to purchase a sectional sofa in November The sales person was very quick to sell us a product and even worked with a manager to negotiate with us to purchase that dayWe were told that the sectional we were looking at was a best sellerWe gave our best idea on how many sections we would need because we were not certain of the exact measurementThe sales person, Jack Giblock told us to purchase it all and measure when we got home and if it was not correct the order could be adjusted and they would just credit my bank account the differenceI had to call to set up delivery of the furnitureThey were supposed to contact me to schedule deliveryThe estimated delivery date was 12/5/The delivery date was 12/18/In addition, Ashley held onto my money until December 10thI had to call multiple times to get my credit that was due In March
On 9/30/I purchased a bed and mattressesI was told delivery would be - daysI needed to call on 10/to schedule, which I didDelivery was scheduled for 10/On 10/I received a call and was told that my delivery needed to be rescheduledIt was rescheduled for 11/On 10/I received a call again saying my delivery needed rescheduled again now it would be 11/I was suppose to be contacted on 11/to be given a hour time frame for deliveryI was not contacted at allI called them at 4pmI was told that the system was down all day so they couldn't do any scheduling and that someone would call me the next dayNo one called againI called again at 3:pm as call center closed at 4pmThis time I was told my item was still not ready for delivery and asked "you weren't contacted about a partial delivery." I cancelled my order at that time Over weeks for delivery is unbelievableAt time of purchase ( I was financing) I had to pay sales taxNow I'm told i
The initial problem was the wiring harness was damaged at some point unknown and is a powered rocker recliner I had purchased a year warranty on the unit to which technicians came out to my house to look at said unit, the 2nd technician said it could take 4-months to obtain part, so ok I waited almost months before calling said company back ( [redacted] ) to which I had fallen ill the following year after, so after going on years I followed up on said power rocker recliner to which Ashley Furniture denies all knowledge of said facts and also called warranty company to which they deny all said facts as wellI want the recliner removed actually being just that it has never worked since new and also purchased dining room set and hutch with year warranty as well and has chipped table top (fairly expensive table) I would like that repaired under warranty if possible thank you
I purchased a metal coffee table matching end table which were delivered at the end of September of The delivery people took photos and had me sign off to prove that they were delivered to my home I noticed a gauge in the metal surface a week later when I was cleaning the table I had originally thought it was a part of the design of the table which has a rustic/distressed look to it Upon further inspection, however, I realized that it was indented and showing the bare metal unlike the other distress marks which appear to be printed into the surface of the table I went into the Orchard Park store to see if anything could be done to remedy the issue A friendly sales person approached me when I entered the showroom, but when I told her about my issue, her tone changed from friendly to disinterested She advised me to see someone at the counter I went to the counter and the representative informed me that I had a year warranty on my table He gave me a card wit
I PURCHASED MY LIVING ROOM SET IN AUG 2013......WHEN I WENT INTO THE STORE I STATED I HAVE CHILDREN AND DOGSI STATED I WANT TO SEE FURNITURE THAT WOULD HOLD UP AGAINST ALL MY HEAVY TRAFFIC IN JULY THE ENTIRE SET OF CUSHIONS AND MATERIAL WHERE REPLACED DUE TO HOW THEY LOOKED AND LACK OF CUSHIONS HOLDING UPI AGAIN AM HAVING THE EXACT SAME ISSUE I CALLED THE COMPANY AND TOLD THEM ABOUT MY SITUATIONTHEY SAID THEY WILL PUT IN THE ORDER FOR THE NEW MATERIAL AND NEW CUSHIONS LAST WEEK I RECEIVED A PHONE CALL FROM ASHLEY AND THEY STATED THAT THIS SET IS NOT BEING MADE ANY LONGER AND THERE WAS NOTHING THEY COULD DO TO HELP METHEY SAID I COULD CALL THE MANUFACTURE AND SEE IF THEY COULD HELP BUT THIS WOULD BE ALL MY OWN EXPENSE I DECIDE TO CALL THE WARRANTY COMPANY JUST TO SEE IF THEY COULD HELPI PURCHASED THE FIVE YEAR EXTENDED PLATINUM PLANTHE WARRANTY COMPANY COULD NOT HELP BECAUSE THE ISSUES I AM HAVING DOES NOT FALL UNDER THE WARRANTY CLAIMSHOWEVER THEY SAID WIT
Wellsville Carpet Town Inc / [redacted] Style Definitions */ October 29, Re: [redacted] Complaint ID: [redacted] Dear [redacted] : Thank you for the opportunity to reply to the claim filed by Mrs [redacted] regarding her chair purchased from our Amherst, NY location I have had an opportunity to review the purchase history and service pertaining to Mrs ***’s account and have spoken to our Customer Care department to better understand what transpired for her chair to be delivered to her with dark spots on two separate occasions We can certainly understand Mrs***’s frustrations with being delivered a chair that does not meet her standards twiceWe have reviewed photos of her chairs delivered and agree that we could have done better in ensuring her product arrives without the dark spots on the fabricWe will certainly use this as a training opportunity with our teams We were able to honor the request for a discount of 50% off on the chair for the customer’s time and dissatisfactionThis refund was processed on October 27, and should appear in the customer’s account within 5-business daysWe appreciate Mrs***’s business and appreciate her patience as we work to make this right I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint Sincerely, [redacted] / Corporate Communications Alberta Drive Amherst, NY Direct: ###-###-#### Email: [redacted] @wctny.com
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 would like to mention again that I purchased the protection plan in the event of any accidents that might occur over timeWhen I contacted the protection plan company, and stated the issue, they immediately directed me to Ashley Furniture stating that this is not covered and that since the sectional was less than year old, it was covered under the manufacturer warrantyWhen I contacted Ashley Furniture, they told me to call the warranty companyNo one wanted to take responsibility for the issueI had to make several phone calls before they agreed to send a technician out to my houseThey assumed that the photos show hair from a petThis is not the case at all and once I explained this to Daniel the manager, he offered to get the tech out to my propertyThey automatically assumed that I was trying to be dishonest and would not offer supportWhile I do have a small dog, he does not have hair remotely close to what the photos look like and I would be happy to supply photos of my petIn addition, he is crated and also has a dog bed which he lays inAshley Furniture is making an assumption and I welcome anyone to come to my residence to reviewThe tech Ken even noted this immediately that this was not pet damage and this was a manufacturer defectI would like a copy of the tech reportThe depressions are not from my pet, this is simply from the breakdown of poor quality and materialI was told by Jack G [redacted] that the sectional was a best seller and durable and reliableBottom line is that Daniel sent out the cushion covers and fill as a temporary fix until we could determine the issueThis sectional is not replaced to manufacturer standards and in fact is poor quality and continues to deteriorate each day.In addition to all of this, I contacted Ashley Consumer Affairs on May 25th at 2:PM and was told that I would have a response within 7-days and I have yet to receive any responseAshley Furniture was very quick to sell the product but is not offering customer service without a fightThis is an inferior piece of furniture and the resolution is not satisfactory I would like to correct the case from Ashley that states I said we seldom use the sectionalThis is our main seating area however it is not abused or utilized in excessI have never stated that and that is incorrectI would like to receive a copy of the tech report and if Ashley will not take the sectional backI would like the issue permanently corrected or we would like for Ashley to take the sectional back with a full refundIf there is not a resolution in one of these options, this matter will have to be escalated further outside of the Revdex.comI would be happy to supply additional photos of the sectional, my pet and my home so that Ashley Furniture can stop making assumptions about my lifestyle or quality of living Regards, [redacted]
Called upon store and warranty company and will not resolve blaming the other back and forth multiple times with paid year warranty
We purchased a couch from Ashley Furniture on 1/7/17 and took delivery of the couch end of February 2017. We have had numerous problems with the couch as listed below: 1) The couch was delivered without attaching brackets that should have been already installed 2The chaise was delivered damaged and the leather was torn at both corners. We contacted the company and a replacement leather was sent along with making an appointment for someone to come out and switch the leather on the couch. 3)They came out to correct the damaged leather and the piece that was sent from Ashley was damaged as well 4) A third piece for the chaise had to be sent out for repair and yet another appointment scheduled for someone to come out for the repair 5) The loveseat wood broke and a new section had to be delivered after insisting a repair of the piece was not enough of a solution given the previous problems 6) The corner piece which is rarely used had a spring break through the dust cover and now need
On 8/29/we ordered delivery for August 31st my husband cancelled due to we could not move out old furniture by th August 31st Rescheduled to have delivery on September 14th but no call was received from AshleyWe went into the store to find out what was going on they replied furniture not ready it is popular item and offered us a in store credit of $my husband declineThey then gave us $refundWe left the store called to schedule delivery and was told the dresser would deliver on Oct 3rd and the rest would be delivered at a later date due to furniture not madeOn September th my husband called to confirm delivery he was told he would get a call on Oct 1st to confirm delivery timeDelivery was expected between 10:15aand 1:15pOn Oct 3rd my husband called at 12n he was told the dresser was not on the truckOnce again no one called to say there would not be a delivery on Oct 3rdI guess they finally located the dresser and delivered it Oct We rescheduled for th
Requested a refund on 03/30/for a purchase that was made through the store at WRdI received a check for $which I then deposited into my bank accountThe remaining furniture I purchased was then delivered but was short an end tableThe delivery drivers told me they forgot it and I should expect a phone call to have that piece deliveredAfter waiting for a month with no phone call from Ashley, I had to contact themI was then told that its been here and they will now deliver the table on 06/05/Since September 13, I have spent worth of purchases from Ashley Furniture StoreSince that time This has been my experience with them: Two service calls days after purchase for the reclining love seat that resulted in a Large arm scar from a protruding staple and replacement of love seat after no resolution from the service techs( I had to call and insist on replacement), repeated deliveries of broken table lamps to which I finally gave up and exc
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 refund only came a week ago, however, the time of arrival is not resolvedIf the furniture is not delivered in the morning on the 29th before 10am, I do not want it and want all my money refunded immediately because nobody will be home to receive it and I will go somewhere elseI was told by the store that it would not be a problem and after being insulted by the lady who has been communicating with the Revdex.com, there will be no other acceptable termsI have already contacted the state attorney general and am waiting for m complaint in writing to be reviewed and I have already contacted a lawyer to start proceedings necessary if this company does not deliver my furniture as requested and does not refund the balance as requested if the delivery is not in the morning as requestedSo no the complaint is not resolved and this spokeswoman mentionedRegards, [redacted]
Wellsville Carpet Town Inc / [redacted] Style Definitions */ October 3, Re: [redacted] Complaint ID [redacted] Dear [redacted] : Thank you for the opportunity to reply to the claim filed by Mrs [redacted] regarding her dining room table concerns I have had an opportunity to review the purchase history and service pertaining to Mrs [redacted] ’s account and have spoken to our Customer Care department to better understand what has transpired with her table purchases and delivery Mrs [redacted] purchased a dining room table January 11, from our Mentor, OH locationWe delivered the table on January 29, Almost a month later, we received a call on 02/27/ reporting that the finish on the table was flaking and bubbling wherever there are cracksWe sent out a road technician at that time who reported that the customer’s concerns with the finish were valid in that there was small cracking in the flats between the groovesThe technician reports that it could have been heat damage or water damage, however, the customer stated that this was not possible Our Customer Care Center looked into the history of this particular table to see if we had any concerns reported as manufacturer defectsWe did not see any concerns with this particular table, but we did offer the customer credit to reselect a new table On May 21, Ms [redacted] ’s new table set was delivered, and we did not hear back from the [redacted] family until August when Mr [redacted] called in reporting discoloration on the tableAfter speaking with Mr [redacted] , he explained that nail polish had been spilled onto the tableWe referred him to our furniture protection company to care for his concernsThis is customary to have the customer initiate that callWhen we called our protection company on August 18, 2014, the company stated the customer had not yet called to put in a claim Mrs [redacted] failed to disclose to the Revdex.com that the tabletop had finger nail polish spilled on it Damage to the table top caused as a result of spilling nail polish on it does not constitute a manufacturing defect and therefore no repair or replacement is available under the terms of the manufacturer’s warranty However, since the customer did purchase a Furniture Protection Plan to cover accidents of this nature, the claims process must be initiated by the customer in order to move forward with any repair or replacement under the terms of that agreement It is up to the warranty company to determine whether to repair or authorize full replacement I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint Sincerely, [redacted] / Corporate Communications
In late August, I went into the Ashley HomeStore to purchase some bedroom furnitureI was only looking to purchase a bed frameI found the frame that I liked and spoke to the sales girl Casseyshe told me about a big sale that they were having on the entire bedroom set, so I ended up getting the entire piece set plus an additional dresser (that she discounted)She was super friendly and helpful, and did not try to push anything on meI was very pleased with my purchase Fast forward to October 6, when I received delivery of my setThe men came when they were supposed to and were very quick and efficient in setting up my bedroomUpon inspection, I realized that they did not deliver my nightstandThey checked their delivery receipt, and it was not listedthey contacted the store about it, and someone called me later that evening The first gentleman that called me was very rude, and couldn't even read my nameHe was calling me Alexee (the name of the bedroom set)
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 April 4, Regarding the response from Bonnie [redacted] Her letter states that I signed a delivery receipt on September 9, that the furniture was in good condition Of course the furniture was in good condition, it was being delivered from their warehouse and it was brand new furniture It should be in good condition! Her letter states that I called on March 14, and explained that I was "sleeping" on the sofa and it had cracked That is absurd! I was not sleeping on my sofa I sat down on my sofa and it cracked I am not a "large" person and I have no children or pets I don't believe the sofa's frame, that is less than months old should crack when I sit on it! Her letter states the technician stated that the break in the frame did not happen due to a warranty issue Then it must have been a manufacturers defectOf course he couldn't fix it here in the apartment, it appeared to be cracked in two different spots He also stated to me that in order to fix it right, the fabric and springs needed to be removed He said that he could brace the break, but if someone large sat on the sofa, eventually it would break again and push through the fabricHe stated that it would be "out of warranty" by then The sofa still had the tag on it, it was not stained or warn, it was less than months old! I am the only one who lives here As of today 8:PM April 4, it has been days without a sofa I just feel that it should have been replaced and it should have a warranty starting from when they deliver it I guess they don't they don't back up their products.Regards, [redacted]
We furnished nearly our entire house October In early 2016, we contacted the Customer Care Center to get replacement cushions for our sofa and love seat because they had become misshapen and flattenedThey also sent us replacement fill for the back cushions at that timeSince then, we've had to purchase poly-fil for the back pillows twice because they break down so quickly I contacted Ashley Furniture directly in August/September because the cushions were breaking down yet againThey requested photos, which I sentThey delayed responding for weeks at a time which pushed me out of the year warranty time frame, so they're now refusing to do anything I then contacted the Customer Care Center again and they offered to send out cushions and a new front apron, but we'd have to pay for the technician because I’m now out of my warranty time frameThis would be the THIRD set of cushions on a living room set we've had for just over a year
I BOUGHT A DINING ROO TABLE AND CHAIRS IN APRIL 2018, IT IS JULY AND MY DELIVERY DATE HAS BEEN POSTPONED FOR TIMES THIS IS ADVERTISEMENT I AM SO DISAPPOINTED AND DISSATISFIED WITH THIS STORE TO DATE I AM NOT CONFIDENT I WILL EVER GET THE FURNITURE
Bought a sectional couch from Ashley Furniture, The couch had frame issues with the first months of having itA repair person was sent to the house to repair the furnitureThis couch broke again in the same spot months laterThe couch was then replacedThe replacement broke within months of having itSame framing issueA repairman through Ashley cam and bandaged the broken framemonths later, same issueAnother repairman came over and stated that the damage is "not repairable" and recommends and replacementAshley Furniture is refusing to replace the broken couch and also refusing to refund our moneyAshley has suggested that we pay for an outside 3rd party company to do the repairs as they are no longer making anymore attempts to repair this couch