Thank you for the opportunity to respond to the complaint filed by [redacted] pertaining to her financed purchase through our Ashley HomeStore in [redacted] ,NYI have had an opportunity to research the circumstances of her purchase with the team members at this locationOur team members have all been thoroughly trained on the various methods of third party financing we offer to our customers to help them make their purchases; however we have once again reviewed with our staff the importance of making all conditions of purchase very clear to customers before proceeding with any finance transactionMs***'s complaint stems from our finance partner, [redacted] Finance, charging the wrong credit card to secure the required initial down payment for her purchaseThe first card provided by Ms [redacted] was not accepted by [redacted] Finance to approve her purchase Ms [redacted] left the showroom and returned sometime later with a different card and a member of our Guest Service team contacted [redacted] with the new card information, assuming that the deposit would be charged to the new card provided by Ms***This was not the case, and [redacted] has acknowledged their errorMs [redacted] came back to the showroom on Saturday September 23rd, upset because [redacted] had charged the wrong card for the down payment, resulting in over-drafting her account Our staff put her in touch with [redacted] from a phone is the showroom, and [redacted] acknowledged their error, apologized and assured her they would be refunding the overdraft feesUnfortunately, refunds processed to credit cards take three banking days to post to accounts, and Ms [redacted] was upset that this money could not be refunded to her immediatelyThe three banking day period is standard for all credit card processors and neither [redacted] nor our Ashley Furniture HomeStore has any control over the delay in refunds being posted by the credit card banksIn this case, it was further delayed because Ms***'s conversation with [redacted] took place on a Saturday, and the three day period does not take into consideration weekends All of this was explained to Ms [redacted] by the staff in the showroom Obviously Ms [redacted] was and still is upset by the situation, but I have confirmed with [redacted] that they have refunded all overdraft fees to herDespite receiving the refund of her overdraft fees and [redacted] 's acknowledgement of their error, Ms [redacted] continues to place blame on our staff via insults on social mediaI trust that the Revdex.com will agree that we have acted in good faith to assist Ms [redacted] receive reimbursement for the fees she incurred from the responsible partySincerely, Kathleen SManaging Partner Ashley Furniture HomeStore
Over the time of getting this piece leather sectional sofa, we have had so many problems I called the Altoona, PA store where it was bought 1stThen higher up as far as I could goThe pull for kicker part on the recliner had no protection metal cable on leather=whole So the store and warranty we bought extra ($) said is was each other's problem, finally fixed, color faded-other piece, piece-lounge part has a long wrinkle from under the material-not fixed, piece springs not attached to the under part- not fixedI could go on!
On Sunday, 11/15/15, I purchased a dining set and I was told that my purchase would arrive in a few weeks, which I was pleased to hear because it would be delivered in time to host my holiday guests, which was my primary motivation for purchasing the table at this timeThe original delivery date was scheduled for 12/8/15, but days prior to that date, I was informed that the table was on backorder and would have to be weeks lateI was very disappointed as the primary reason that I purchased this table at this time was to host my family for the holidaysAlthough I was rather disappointed, I was still looking forward to receiving the table and chairsThat was until I was contacted again days before the scheduled delivery date (12/31) and was informed that this table was again on back orderThis dining room set was finally delivered on 1/15/16, months after I placed the order and also after the holidaysWhen the table and chairs were delivered and assembled, I noticed that th
I have had an opportunity to review the complaint filed today by [redacted] I am well aware of her complaint and personally spoke with her this morning in an attempt to resolve her complaintOur Customer Service staff has actively been working with her for the past several weeks, but my assistance was requested by Customer Service Manager [redacted] yesterday afternoonI take issue with Ms [redacted] 's characterization of my unwillingness and my staff's unwillingness to resolve her concernsNothing could be further from the truth; despite inflicting her anger and profane verbal abuse numerous times on my staff, we have continued to work to resolve this issueShedescribes my interaction with her this morning as "extremely unprofessional", when in fact I had to specifically request the she refrain from her use of profanity during our phone callDespite my best efforts to diffuse her ever escalating anger during this phone call, it became apparent that this was impossibleShe continually accused both myself and my staff of doing nothing to resolve her situationWhen I told her the position I held with our Company, she rudely burst out laughing and stated, "You' re an owner, and you can't even get this fixed?" I found nothing humorous in this situation that I have, and will continue to treat with the utmost concern What Ms [redacted] fails to understand, or at the very least acknowledge, is that there are Federal laws in place that limit the amount of information that a lender can share with anyone other than the individual who is named as the applicant on a credit accountMs [redacted] chose to finance a portion of the purchase she made in NovemberThe primary third-party finance company with whom we do business is Synchrony FinancialSynchrony has extremely strict policies pertaining to the privacy of their customers and these policies extend even to the information that they are willing to share with the dealers who utilize their financing servicesThese laws are in place for a reason, whether Ms [redacted] agrees with Synchrony's policies or notAs I told Ms [redacted] , it does at times frustrate me that I cannot get information in order to assist a customer with account concerns, but I do understand the reasoningIt is for that reason that I agreed to be conferenced into a three way call with Synchrony and Ms [redacted] , but she never initiated that callIf Ms [redacted] 's experience with the banks she deals with in her line of work is different, so be itI can only assume that they may be in violation of the privacy laws Synchrony Financial's operations are not within the control of our Company and we do not make policy for them Applications for financing are processed by our showroom staff through Synchrony's on-line platform, and as with any data entry process, human error does sometimes occurIt is my understanding that in processing her credit application, a transposition error was made in entering the house number of her street address, and this caused the statements mailed by Synchrony Financial to not be deliveredIn most cases, if mail is returned by the post office to Synchrony as undeliverable we are contacted with a request to confirm the addressWe received no such request from Synchrony in this case, but we are also not in control of the operations of the U.SPostal ServiceWas the error unfortunate? Of course it was, but it was by no means intentional and I know of no one who is incapable of making a mistake Synchrony's platform and our computer systems are not connected, so the delivery address was keyed a second time in our computer system, and was keyed correctly resulting in delivery of the furniture to the right address Because Ms [redacted] 's Synchrony statements were misdirected, her account fell into a past due status and she was contacted by Synchrony by phone in an attempt to bring the account currentIt was at this point that the error in the mailing address was discovered and she first contacted us with the concerns that she had been assessed late fees and the past due payments were negatively affecting her credit Since this contact, we have been working with upper management at Synchrony with requests to reverse any late charges that had been applied to her account as well as to reverse any derogatory credit reportingHer claim that the balance shown on her most recent Synchrony statement is incorrect is true; a credit that she is entitled to was discovered by Mr [redacted] last week, but the credit had not yet been processed and posted to her account when her most recent statement was generatedThis morning, after Ms [redacted] hung up on me, I personally made sure that that credit was processed and as I told her during our phone conversation, it should post to her account within three business days (Synchrony's policy, not ours)ds the Synchrony Finance program for Ashley HomeStores nationwide and enlist her help in order to resolve and reverse the derogatory credit reportingWhat I was unable to convey to Ms [redacted] , because her anger had escalated to the point that she was shouting at me that I was doing nothing, was that I cannot control she provide her e-mail address, but she abruptly terminated the phone call before giving me this informationI understand her frustration and have repeatedly apologized to her; she claimed during this phone call as well as in her complaint to the Bureau that I don't understand, or else I would be doing something to help herI want nothing more than to resolve this issue, but I cannot do it instantaneously as she feels should happen This afternoon I received a response to the e-mail I sent this morning to Synchrony following the phone conversation, indicating that this matter had already been sent to their Escalations Deptand my contact was waiting for a response from that department as confirmation that the credit bureau information hasbeen reversedAs soon as that confirmation is provided to me, it will be forwarded to Ms [redacted] I trust that the Revdex.com will determine that we have addressed Ms [redacted] 's complaint and are continuing to work toward a resolution of this matterSincerely, Kathleen [redacted] Managing Partner Ashley HomeStores
this store over charged me for the furniture I bought by dollars and will not refund itthis company lied stating I could request to have it delivered when I was availablethis company will not make any attempt to deliver it in the morning as I had requestedI am not available in the afternoon because I work after amI have had this problem before with this company and had to take this course of action before all I am told is that there is no guaranteeI have to wait a month for it as it isif it is not delivered in the morning I do not want it at all
This letter is in response to the above referenced complaint filed by *concerning her delayed deliveryAfter speaking with our customer care center manager, I’m able to shed some light on what caused the delay in shipment and how we have tried to come up with a resolution for [redacted] *** Ms [redacted] purchased a sectional and pair of lamps for exchange of items from her original purchase on 9/7/from our Henrietta, NY Ashley Furniture HomeStoreOn 9/8/we called Ms [redacted] to schedule her for delivery on 9/24, as she stated in her letter to the BureauOn 9/21/we received notice from the manufacturer that her product was experiencing a delay in shipment to Western New York, so we were not able to honor her original delivery of 9/Though rescheduling a delivery date is not a common occurrence, we cannot control the manufacturer’s availability and ship dates if they’re delayed beyond our initial projectionWe called the customer to reschedule her delivery for 10/13/Upon further research, we learned that the lamps she ordered with her sectional were causing the delay into mid OctoberAs a result, we were able to reschedule delivery of the sectional for 10/3/We called Ms [redacted] on 9/23/to explain the situation and schedule delivery of the sectional as early as 10/3/15, if she preferred to have it sooner and simply pick up the lamps from our showroom upon arrivalOur manager called Ms [redacted] four times to explain what we could do to resolve her delivery time frame concerns and Ms [redacted] hung up on her all four timesWe’ll await response from the customer and welcome a phone call to our Care Center Manager, Ashley at: 1-800-347-Ext 1800.I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaintSincerely, Audra / Corporate CommunicationsAlberta Drive Amherst, NY
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 Hello I do not think that Ashley furniture did the appropriate steps to help meWhen I called with my problem they where going to fix it and cover everythingIt was not till they learned that my furniture is no longer being made that they stated they can not help meI feel they can help meWhen I originally bought the furniture I asked what would happen if I need the product fixed and they no longer make itI was told I would get store credit and again I was told this same thing when all this situation began, by the extended warranty personThis is what I feel that Ashley can do for meAgain I have furniture that is one year old after the first time it was fully replaced and it looks awfulMy furniture currently looks the same way it did when it was fully replaced the first timeI completely do not agree that there is nothing that can be done for meWhen you walk in to buy a big furniture purchase and the warranty you do not expect after a year to have furniture that you need to get rid ofAgain the reason I am saying a year is because I am going off when it was replaced lastI feel Ashley knows this furniture is having issues and can give me the store credit so I can come in and get some better furnitureAs well if I where to get the credit it would benefit Ashley because I would obviously need to spend more money to fully replace all my pieces Regards, [redacted] ***
Thank you for the opportunity to respond to the complaint filed by [redacted] pertaining to her financed purchase through our Ashley HomeStore in [redacted] ,NYI have had an opportunity to research the circumstances of her purchase with the team members at this locationOur team members have all been thoroughly trained on the various methods of third party financing we offer to our customers to help them make their purchases; however we have once again reviewed with our staff the importance of making all conditions of purchase very clear to customers before proceeding with any finance transactionMs***'s complaint stems from our finance partner, [redacted] Finance, charging the wrong credit card to secure the required initial down payment for her purchaseThe first card provided by Ms [redacted] was not accepted by [redacted] Finance to approve her purchase Ms [redacted] left the showroom and returned sometime later with a different card and a member of our Guest Service team contacted [redacted] with the new card information, assuming that the deposit would be charged to the new card provided by Ms***This was not the case, and [redacted] has acknowledged their errorMs [redacted] came back to the showroom on Saturday September 23rd, upset because [redacted] had charged the wrong card for the down payment, resulting in over-drafting her account Our staff put her in touch with [redacted] from a phone is the showroom, and [redacted] acknowledged their error, apologized and assured her they would be refunding the overdraft feesUnfortunately, refunds processed to credit cards take three banking days to post to accounts, and Ms [redacted] was upset that this money could not be refunded to her immediatelyThe three banking day period is standard for all credit card processors and neither [redacted] nor our Ashley Furniture HomeStore has any control over the delay in refunds being posted by the credit card banksIn this case, it was further delayed because Ms***'s conversation with [redacted] took place on a Saturday, and the three day period does not take into consideration weekends All of this was explained to Ms [redacted] by the staff in the showroom Obviously Ms [redacted] was and still is upset by the situation, but I have confirmed with [redacted] that they have refunded all overdraft fees to herDespite receiving the refund of her overdraft fees and [redacted] 's acknowledgement of their error, Ms [redacted] continues to place blame on our staff via insults on social mediaI trust that the Revdex.com will agree that we have acted in good faith to assist Ms [redacted] receive reimbursement for the fees she incurred from the responsible partySincerely, Kathleen SManaging Partner Ashley Furniture HomeStore
Over the time of getting this piece leather sectional sofa, we have had so many problems I called the Altoona, PA store where it was bought 1stThen higher up as far as I could goThe pull for kicker part on the recliner had no protection metal cable on leather=whole So the store and warranty we bought extra ($) said is was each other's problem, finally fixed, color faded-other piece, piece-lounge part has a long wrinkle from under the material-not fixed, piece springs not attached to the under part- not fixedI could go on!
On Sunday, 11/15/15, I purchased a dining set and I was told that my purchase would arrive in a few weeks, which I was pleased to hear because it would be delivered in time to host my holiday guests, which was my primary motivation for purchasing the table at this timeThe original delivery date was scheduled for 12/8/15, but days prior to that date, I was informed that the table was on backorder and would have to be weeks lateI was very disappointed as the primary reason that I purchased this table at this time was to host my family for the holidaysAlthough I was rather disappointed, I was still looking forward to receiving the table and chairsThat was until I was contacted again days before the scheduled delivery date (12/31) and was informed that this table was again on back orderThis dining room set was finally delivered on 1/15/16, months after I placed the order and also after the holidaysWhen the table and chairs were delivered and assembled, I noticed that th
I have had an opportunity to review the complaint filed today by [redacted] I am well aware of her complaint and personally spoke with her this morning in an attempt to resolve her complaintOur Customer Service staff has actively been working with her for the past several weeks, but my assistance was requested by Customer Service Manager [redacted] yesterday afternoonI take issue with Ms [redacted] 's characterization of my unwillingness and my staff's unwillingness to resolve her concernsNothing could be further from the truth; despite inflicting her anger and profane verbal abuse numerous times on my staff, we have continued to work to resolve this issueShedescribes my interaction with her this morning as "extremely unprofessional", when in fact I had to specifically request the she refrain from her use of profanity during our phone callDespite my best efforts to diffuse her ever escalating anger during this phone call, it became apparent that this was impossibleShe continually accused both myself and my staff of doing nothing to resolve her situationWhen I told her the position I held with our Company, she rudely burst out laughing and stated, "You' re an owner, and you can't even get this fixed?" I found nothing humorous in this situation that I have, and will continue to treat with the utmost concern What Ms [redacted] fails to understand, or at the very least acknowledge, is that there are Federal laws in place that limit the amount of information that a lender can share with anyone other than the individual who is named as the applicant on a credit accountMs [redacted] chose to finance a portion of the purchase she made in NovemberThe primary third-party finance company with whom we do business is Synchrony FinancialSynchrony has extremely strict policies pertaining to the privacy of their customers and these policies extend even to the information that they are willing to share with the dealers who utilize their financing servicesThese laws are in place for a reason, whether Ms [redacted] agrees with Synchrony's policies or notAs I told Ms [redacted] , it does at times frustrate me that I cannot get information in order to assist a customer with account concerns, but I do understand the reasoningIt is for that reason that I agreed to be conferenced into a three way call with Synchrony and Ms [redacted] , but she never initiated that callIf Ms [redacted] 's experience with the banks she deals with in her line of work is different, so be itI can only assume that they may be in violation of the privacy laws Synchrony Financial's operations are not within the control of our Company and we do not make policy for them Applications for financing are processed by our showroom staff through Synchrony's on-line platform, and as with any data entry process, human error does sometimes occurIt is my understanding that in processing her credit application, a transposition error was made in entering the house number of her street address, and this caused the statements mailed by Synchrony Financial to not be deliveredIn most cases, if mail is returned by the post office to Synchrony as undeliverable we are contacted with a request to confirm the addressWe received no such request from Synchrony in this case, but we are also not in control of the operations of the U.SPostal ServiceWas the error unfortunate? Of course it was, but it was by no means intentional and I know of no one who is incapable of making a mistake Synchrony's platform and our computer systems are not connected, so the delivery address was keyed a second time in our computer system, and was keyed correctly resulting in delivery of the furniture to the right address Because Ms [redacted] 's Synchrony statements were misdirected, her account fell into a past due status and she was contacted by Synchrony by phone in an attempt to bring the account currentIt was at this point that the error in the mailing address was discovered and she first contacted us with the concerns that she had been assessed late fees and the past due payments were negatively affecting her credit Since this contact, we have been working with upper management at Synchrony with requests to reverse any late charges that had been applied to her account as well as to reverse any derogatory credit reportingHer claim that the balance shown on her most recent Synchrony statement is incorrect is true; a credit that she is entitled to was discovered by Mr [redacted] last week, but the credit had not yet been processed and posted to her account when her most recent statement was generatedThis morning, after Ms [redacted] hung up on me, I personally made sure that that credit was processed and as I told her during our phone conversation, it should post to her account within three business days (Synchrony's policy, not ours)ds the Synchrony Finance program for Ashley HomeStores nationwide and enlist her help in order to resolve and reverse the derogatory credit reportingWhat I was unable to convey to Ms [redacted] , because her anger had escalated to the point that she was shouting at me that I was doing nothing, was that I cannot control she provide her e-mail address, but she abruptly terminated the phone call before giving me this informationI understand her frustration and have repeatedly apologized to her; she claimed during this phone call as well as in her complaint to the Bureau that I don't understand, or else I would be doing something to help herI want nothing more than to resolve this issue, but I cannot do it instantaneously as she feels should happen This afternoon I received a response to the e-mail I sent this morning to Synchrony following the phone conversation, indicating that this matter had already been sent to their Escalations Deptand my contact was waiting for a response from that department as confirmation that the credit bureau information hasbeen reversedAs soon as that confirmation is provided to me, it will be forwarded to Ms [redacted] I trust that the Revdex.com will determine that we have addressed Ms [redacted] 's complaint and are continuing to work toward a resolution of this matterSincerely, Kathleen [redacted] Managing Partner Ashley HomeStores
this store over charged me for the furniture I bought by dollars and will not refund itthis company lied stating I could request to have it delivered when I was availablethis company will not make any attempt to deliver it in the morning as I had requestedI am not available in the afternoon because I work after amI have had this problem before with this company and had to take this course of action before all I am told is that there is no guaranteeI have to wait a month for it as it isif it is not delivered in the morning I do not want it at all
This letter is in response to the above referenced complaint filed by *concerning her delayed deliveryAfter speaking with our customer care center manager, I’m able to shed some light on what caused the delay in shipment and how we have tried to come up with a resolution for [redacted] *** Ms [redacted] purchased a sectional and pair of lamps for exchange of items from her original purchase on 9/7/from our Henrietta, NY Ashley Furniture HomeStoreOn 9/8/we called Ms [redacted] to schedule her for delivery on 9/24, as she stated in her letter to the BureauOn 9/21/we received notice from the manufacturer that her product was experiencing a delay in shipment to Western New York, so we were not able to honor her original delivery of 9/Though rescheduling a delivery date is not a common occurrence, we cannot control the manufacturer’s availability and ship dates if they’re delayed beyond our initial projectionWe called the customer to reschedule her delivery for 10/13/Upon further research, we learned that the lamps she ordered with her sectional were causing the delay into mid OctoberAs a result, we were able to reschedule delivery of the sectional for 10/3/We called Ms [redacted] on 9/23/to explain the situation and schedule delivery of the sectional as early as 10/3/15, if she preferred to have it sooner and simply pick up the lamps from our showroom upon arrivalOur manager called Ms [redacted] four times to explain what we could do to resolve her delivery time frame concerns and Ms [redacted] hung up on her all four timesWe’ll await response from the customer and welcome a phone call to our Care Center Manager, Ashley at: 1-800-347-Ext 1800.I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaintSincerely, Audra / Corporate CommunicationsAlberta Drive Amherst, NY
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 Hello I do not think that Ashley furniture did the appropriate steps to help meWhen I called with my problem they where going to fix it and cover everythingIt was not till they learned that my furniture is no longer being made that they stated they can not help meI feel they can help meWhen I originally bought the furniture I asked what would happen if I need the product fixed and they no longer make itI was told I would get store credit and again I was told this same thing when all this situation began, by the extended warranty personThis is what I feel that Ashley can do for meAgain I have furniture that is one year old after the first time it was fully replaced and it looks awfulMy furniture currently looks the same way it did when it was fully replaced the first timeI completely do not agree that there is nothing that can be done for meWhen you walk in to buy a big furniture purchase and the warranty you do not expect after a year to have furniture that you need to get rid ofAgain the reason I am saying a year is because I am going off when it was replaced lastI feel Ashley knows this furniture is having issues and can give me the store credit so I can come in and get some better furnitureAs well if I where to get the credit it would benefit Ashley because I would obviously need to spend more money to fully replace all my pieces Regards, [redacted] ***