Cashin Time

Revdex.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 did go into Ashleys and reselect not because I thought they were in anyway right but because it been weeks and still no furniture in my homeThe store manager there is kind but that doesn't mean she's very helpful, although in the store everyone there pretends to beAfter I reselected I was told I would need to pay another delivery fee although they were advertising free delivery at the time and I'd already paid delivery before! Nevertheless I told them I would pick up, upon p/u of newly selected furniture the sofa was yet again torn in the back but of course not from being a "no fit" this time! Now its been a week tomorrow and even though they "rushed" it I'm being told I will likely be waiting another week which again pretending to be helpful but that's the quoted time correct? I've had the worst experience with this company I've never been treated so poorly as a paying customer and adding that in past years I've spent $with this company! No matter the outcome of this they've certainly lost a loyal customer in me, my friends, and familyeveryone I've spoken to all say they have heard complaints about the company also and they will never be purchasing from here eitherI will continue to tell my story and hopefully save plenty of people from the terrible company Ashley Furniture is! At this point I'm not looking for an entire refund because I am practically being force upon this furniture with the $restocking fee they will charge but I am looking for the 20% restocking back because in the policy it still doesn't mention no fit's and I've called other furniture stores in Delaware and no others charge anything for no fit's either but they also don't have the number of complaints Ashley's does A very disappointed,

At the time of purchase, the customer is quoted to weeks for the arrival of the product being ordered, once the product has arrived to our warehouse, we then schedule them in for deliveryThe customer made their purchase on 2/7/and was called on 3/3/to be made aware their product came in ( within to week quoted time frame) and that we would be in the area for delivery on 3/10/The customer confirmed delivery and at that time we made them aware that once all deliveres were scheduled and confirmed for that day, that our system would then route the truck and we would call them back and give them a stop number, we do not give out a time frame because every delivery is different, each customer order ranges from just one recliner, to a full bedroom and dining set, all taking a different amount of time to set up, and we also don't know if our team will hit traffic in rout or have a clear driving dayWe do however give out a stop number which does give you a better idea of a morning, afternoon or evening delivery and we also offer a hour call ahead.After the customers truck was routed, the customer was called back and made aware that they fall at stop number for the day, being stop number gives you more of the idea that your delivery would be a later delivery, probably in the eveningThe customer was not delivered too by as she assumed, but giving her the stop number of 9, should not of given any indication that it would of been a late afternoon delivery and we are sorry if we lead the customer, to believe that her delivery would be by 3pm, but again we told her stop number and that our delivery team could call up to an hour beforeThe customer did try to call in and cancel her delivery that we had confirmed for a week, and she was made aware, that since we have had her delivery that she confirmed, scheduled since 3/3/16, and that her order was already prepped, loaded on a truck and that our guys were in route, that if she decided to cancel her delivery, she would be charged another fee if she wanted to re schedule for delivery.The customer did receive her delivery on her scheduled date of 3/10/She did sign saying she inspected and received her order in good and complete condition and we here at our customer service location, have not had any other complaints from the customer

This Notice that I just received today, is the first notice I was sent on this customer Below I will tell you what happened with the order and how it was handled Ms [redacted] made a purchase from the Bear De location on 6/12/15, at the time of the customers purchase, some of the items she was purchasing showed low quantities, we quoted the customer up to weeks for arrival of the product, but we told the customer we would keep an eye on the order and make her aware of any changes, which we didUnfortunately a set she had ordered kept getting pushed out, the stock was just not coming in to the warehouse so we could not get the items for the customerWe made the customer aware of the situation and told her if she wished, we could bring the other items in on the order and deliver them and when the other pieces came in, we would either deliver or she could pick them upThe customer did not want us to separate the order so we still kept everything to ship togetherWeeks went by we kept checking on her order and still, those items that were showing low stock, were still not coming in, we ended up calling the manufacture and finding out, that the one set had actually just been discontinued and they could no longer fulfill the orderWe immediately called the customer, made her aware of the information we just found out and we had given her the option to either reselect or she could get a full refundThe customer chose to get a full refund and that same day, her husband came back to the store where the purchase was made and received a full refund Thank You,

Customer received delivery Saturday May at the time of delivery, our delivery team calls in to our service department to report the delivery is done, at that time our service coordinator speaks to the customer to verify the delivery was doneThe team finished delivery at this customers home at 2:10pm on Saturday 5/21/at the time of the phone call, the customer made the coordinator aware that they inspected everything, delivery went well and everything looks perfectOnce the product is accepted in the customers home, we can not take back product, we sell new furniture and that is why, when the product is accepted the sale is final, nothing can be returnedAll of the policies are located on the back of the customers receipt, which on this receipt we do have the customer initial next to each policy that pertains to their sale and we also have them sign stating they have read and agree to the policiesThe policies the customer initialed next to would of been the hour cancellation policy, which states the customer has hours from the date of sale to make any changes or to cancel the complete order, if it goes beyond the hours and a cancellation is made, then there would be a 40% restock feeThe other policy the customer initialed next to would of been the delivery policy, which states that when the product arrives to our warehouse the customer would be called and scheduled for delivery, we do not offer a time frame for delivery but instead a stop number and up to an hour call aheadThe policy also states that if you are not able to accept the furniture yourself, then to please arrange for a responsible representative aged or older to accept the deliveryThe last thing the policy states is that once the product has been delivered, the sale is complete and final.The customer initialed next to each policy above and also signed stating she has read and agreed to the termsThe customer was made aware ahead of time, that once the product was accepted in her home, she could not return itThe customer inspected and accepted the product she purchased, on saturday 5/21/16, if the product was not correct, it would not have been signed for and they would of made the coordinator aware at the time of the phone call, that the product she ordered, was not delivered

The set the customer purchased is what the call " Old World" this set has distress marks, it is how the set is made, they are not defects, it is how the set is madeWhen the table was returned to the customer for the second time, there was absolutely nothing wrong with it, the customer just did not
like the distress marks, but again, that is not a defect, that is how the " Old World" set is madebut the customer did not like the marks and did not like that he would not be Compensated ( we could not talk compensation with the customer until after the customer had received delivery, the customer had to give us a chance to make the order correct) so the table was refused for a third time.On the Third delivery the customer did receive a new table and received the arm chair, both the arm chair and the table were fully inspected by our service technician to make sure there were no factory defects or damages, and there were not, both items were in good condition and were delivered to the customerThe customer again, found distress marks( which again is how the table is made, this is not a factory defect or a damage, it is how the table is made and is up to Ashley manufacture standards) the customer was told this time, that if they were going to decline this new table, that they would be charged a 40% restock feeWe would not force a customer to keep an item that was defective, if the table was not up to Ashley manufacture standards then we would allow the table to be brought back and get the customer yet another table, but there was nothing wrong with the table, it is how this grouping is madeThe customer also did not like the arm chair and declined the delivery of that as wellThe customer did however allow us to order a part for the chair to be shipped to the home for him to examine and approve

It looks as though a board came loose from under the footrest and just needs to be reattached. The customer has been contacted by our service technician, who has put a service ticket in for the customers reclining love seat.We have actually sent this service ticket out to our in home
technician who will be in contact with the customer to schedule a date for him to come out and take care of the repair

Every item ordered is special ordered for the customer, we do not keep items in stock in our warehouse, if an item is cancelled for any reason( no fit, change of mind etc) we do not have room in our warehouse to stock those items, again they are special ordered for the customer, that is why we have a restocking fee for any cancellations after hoursA no fit is a cancellation, the item does not fit in the customers home, they no longer want this item because it will not fit in their home, then they are cancelling that item As stated before, the product is ordered for the customer, when the product comes in and the customer picks up, we open the product for the customer to inspectThe customers first time seeing the product, is our first time seeing it as wellUnfortunately some items do ship to us damaged from the factory, it is not a situation that happens often, but unfortunately it does happenWe can not penalize and force the customer to take something that came in damaged from the factory, what we can do is make the situation right, and either repair and make it up to Ashley manufacture standards, or if that can not be done, then we re order the item for the customer.The item was correct and the customer was called and made aware it is ready for pick up, the customer came in on 3/26/and fully inspected, signed for and took possession of her sofa.As of 3/26/the customer has all of her items that she has purchased

Customer was a pick up customer who examined all pieces at time of pick up, the only thing that was noted that was damaged, was one of the cushions, it came from the factory with a stain on itWe informed the customer at that time that we would get a new cushion sent directly to their homeThe
customer fully examined the rest of the product, top to bottom and did not notice any other damages/ issues with the product, at this time the customer signed for the product, it was then loaded on to the truck and the customer left.Once the customer has inspected the items and notes there are no damages, we do not know what happens to that product once they leave our location, they stated at time of pick up, that all items were being received in good and complete condition ( a side from the stained cushion) but then when they got home, they had issues with the product.Once the customer got home and noticed issues with the product, they called in to our service department, we explained to the customer that since they were a pick up customer, they would have to bring the product back to our warehouse for any repairs ( this is told to the customer at time of purchase as well, they are made aware that if an issue is to arise, where they believe the product has a manufacture defect, the product would have to be brought back to the location it was picked up from). The issues the customer is having with the product, are not manufacture defects ( the cheese cloth on the bottom of the product is crooked, this part is facing down to the floor, this part is not seen by anyone, this is not a manufacture defect but a customer preference, they are also having issues with attaching the feet and are stating a board is now broken, which a board was not broken when the customer picked up at the warehouse, nothing was broken, so again, not a manufacture defect) but, we told the customer, if they would bring the product back to where they picked up, we have no problem fixing those issues for the customer.The customer actually spoke to the owner on Friday 9/30/and has agreed to bring the product back to our warehouse for our service technician to fix

I'm not sure how this went unanswered, but here is the company response. This customer is outside of the year manufacture warranty his claim was to go through Montage since he damaged the product himself Since Montage was not helping the customer, we got the store manager to
even try calling and helping the customer get covered through Montage and they would not due to a time frame issue, which we tried explaining to Montage that he tried to process the claim previously, but the plan number he had was no longer valid due to a new one that was registered and sent in the mail to the customer( the new plan was sent to the same address the previous plan was sent to, the plans automatically get sent out in the mail) At first Montage would not cover due to a time frame issue, and then they would not cover due to the customer stating the product is peeling, and if the customer looks at the warranty he purchased, it does state that the peeling, fraying and pilling are not covered by the warranty I am not 100% sure of the reasoning for Montage not covering the customers issue, whether it be a time frame issue of not reporting within 30days, or with it being the customer used a cleaner on the product that reacted with the fabric and is now causing peeling, but this is something that would be handled with the warranty company, not the manufacture As I stated, even though this was not a manufacture claim, we did try and help the customer by contacting Montage furniture Services for them and tried to get them to cover the customers claim. But as for the store, we did send the customers new plan to the customer, it was sent to the same address as the old plan and if the customer read the warranty he purchased, it does state, in a small section, because there is not much that they do not cover, but it does state that peeling pilling and fraying are not covered by Montage Thank You, ***

At the time of the sale the customer is informed that it can take between two to four weeks for the product to arrive to our distribution center and once in, we would call and set up for delivery
When the customers product arrived she was called and asked to confirm delivery for a certain day, the
customer declined delivery and we made her aware we would have to call her back when we were in the area for deliveryThe customer was called a second time for delivery which she declined again and made us aware she must have a Saturday delivery because it is impossible for her to be home during the week when she works hour shifts and that her boyfriend worked hours away so he could not be their either, we did ask if there was someone else to take delivery for her, we did not ask that they stay home all day and wait for our delivery team to arrive to her house, she asked for a time frame and she was made aware that we do not give out time frames but instead stop numbers, we can not give out time frames because we do not know the obstacles our team will come across while in a home, we do not know how long it will take them at each customers home seeing that all orders are not the same and will take different time frames to set up and we also don't know about traffic on the road, so instead of a time frame we offer a stop number which helps you get a better idea if your delivery will be morning, afternoon or evening and we can also call you up to hour ahead of timeThe customer still declined delivery for that day we tried to offerWe had called the customer a few other times for delivery but never made contact, only left messages which were not returned to our delivery departmentFinally we reached contact with the customer and agreed to delivery on Saturday Oct 1st.
On 9/30/the customer was called after our delivery truck was routed and she was made aware that she would be stop on the route which would be an evening delivery and would be one of the last stops of the day.
On 10/1/the customer was called while our team was at the stop before her and she was made aware that the team would be to her home in about 45minutes, they understood it was late and gave her the option to either keep her delivery for that day or she could cancel and our delivery department would be in contact to reschedule
The customer chose to cancel her delivery that dayThe customer was called numerous times after that day to schedule delivery we finally reached contact with the customer and she was scheduled for delivery on 10/12/
On 10/12/the customer was delivered her bedroom set

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We have been emailing about this since Sept.5thI have attached the emails that have been going back and forth with thisThey promised us over a month ago somebody was going to contact us about this issue and nobody had done thatThey will keep telling you that but it never happens.
Regards,
*** ***

There is a one year manufacture warranty on the customers product, that is the time frame we are stating the customer is outside of, and peeling is not a manufacture warrantyThe customer purchased a year plan through MontageThat is the company that is not covering the customers claim. As for the new plan that was registered for the customer, we sent the new plan to the customer once the old one was cancelled and the new one was registered, it was mailed to the same exact address as the first plan.Even with the wrong plan number, Montage should have been able to pull up the customers information by their name, if the plan number was not valid or could not be found, this customer is a registered customer through Montage( seeing that they were able to pull him up by his newer plan), not every customer that calls in to Montage, has their plan information and there are other ways for them to look this customer up, if a plan number is not coming up, then they would get the customers name and address and so on to see if there is another plan for them This neglect is not from the company as stated before, we did try to help the customer get covered through Montage, Montage told us at first it was a time frame issue and then they will not cover the claim due to they do not cover peeling of product

At the time of purchase, the customer is quoted 2 to 4 weeks for the arrival of the product being ordered, once the product has arrived to our warehouse, we then schedule them in for delivery. The customer made their purchase on 2/7/2016 and was called on 3/3/2016 to be made aware their product came...

in ( within 2 to 4 week quoted time frame) and that we would be in the area for delivery on 3/10/2016. The customer confirmed delivery and at that time we made them aware that once all deliveres were scheduled and confirmed for that day, that our system would then route the truck and we would call them back and give them a stop number, we do not give out a time frame because every delivery is different, each customer order ranges from just one recliner, to a full bedroom and dining set, all taking a different amount of time to set up, and we also don't know if our team will hit traffic in rout or have a clear driving day. We do however give out a stop number which does give you a better idea of a morning, afternoon or evening delivery and we also offer a 1 hour call ahead.After the customers truck was routed, the customer was called back and made aware that they fall at stop number 9 for the day, being stop number 9 gives you more of the idea that your delivery would be a later delivery, probably in the evening. The customer was not delivered too by 3 as she assumed, but giving her the stop number of 9, should not of given any indication that it would of been a late afternoon delivery and we are sorry if we lead the customer, to believe that her delivery would be by 3pm, but again we told her stop number 9 and that our delivery team could call up to an hour before. The customer did try to call in and cancel her delivery that we had confirmed for a week, and she was made aware, that since we have had her delivery that she confirmed, scheduled since 3/3/16, and that her order was already prepped, loaded on a truck and that our guys were in route, that if she decided to cancel her delivery, she would be charged another fee if she wanted to re schedule for delivery.The customer did receive her delivery on her scheduled date of 3/10/2016. She did sign saying she inspected and received her order in good and complete condition and we here at our customer service location, have not had any other complaints from the customer.

The customer received his items on February 21, 2015 and at that time, his 1 year manufacture warranty started. Within that 1 year, the customer did not report any issues with either his sofa or his chair. As of 2/21/2016 the customers 1 year manufacture warranty expired. The issue of discoloring,...

could be a few things, one being the customer is using a cleaner on his chair and there is a chemical reaction with the leather causing it to discolor, or the customer could have a lotion on his body that is rubbing off on to the leather that again is causing a reaction.  Another issue could possibly be, that there was a bad batch of leather and this chair happened to be made with that batch and that is why there is discoloring. If this happens to be, that the customer received a bad batch of leather, then the manufacture will replace the chair for the customer, he will not be refunded, but the chair will be replaced. In order to find out if the customer has a bad chair, we have to get the serial number from that chair, that can be located underneath of the chairs cushion, there will be a white sticker, and in black lettering he will see the words “ Serial Number” and right under that will be a number, if the customer can get us that number, we can forward that on to the manufacture and they can research to see if there was indeed a bad  batch that had been used, and again, if it was a bad batch, the chair will be replaced. If the manufacture researches the serial number and nothing comes back( bad batch) then this is not a manufacture defect and we can not replace or refund the chair. If the customer could please locate that serial number and either email that in to customer service at  [redacted] or he can call in at [redacted] and speak to any associate in the service department.

This Notice that I just received today, is the first notice I was sent on this customer.  Below I will tell you what happened with the order and how it was handled.     Ms. [redacted] made a purchase from the Bear De location on 6/12/15, at the time of the customers purchase, some of...

the items she was purchasing showed low quantities, we quoted the customer up to 4 weeks for arrival of the product, but we told the customer we would keep an eye on the order and make her aware of any changes, which we did. Unfortunately a set she had ordered kept getting pushed out, the stock was just not coming in to the warehouse so we could not get the items for the customer. We made the customer aware of the situation and told her if she wished, we could bring the other items in on the order and deliver them and when the other pieces came in, we would either deliver or she could pick them up. The customer did not want us to separate the order so we still kept everything to ship together. Weeks went by we kept checking on her order and still, those items that were showing low stock, were still not coming in, we ended up calling the manufacture and finding out, that the one set had actually just been discontinued and they could no longer fulfill the order. We immediately called the customer, made her aware of the information we just found out and we had given her the option to either reselect or she could get a full refund. The customer chose to get a full refund and that same day, her husband came back to the store where the purchase was made and received a full refund.   Thank You,

At the time of sale, the customers order is gone over with them, we make sure that what we are ordering is what the customer did select and we also go over the policies to the sale. The policies to the sale include, our tentative time frame for delivery, the customer is quoted 2 to 4 weeks for...

arrival of product and once the product arrives, we then schedule them in for delivery, the customer is also told of our cancellation policy. The cancellation policy states, that if any changes need to be made to the order, they must be done within 24hours of the purchase, once the 24hours passes, there will be a 40% restock fee assessed if a cancellation occurs. The customer not only verbally agreed to the polices, but she also initialed next to each policy and signed stating she has read and agreed to the policies.When it came time for delivery, our delivery team tried to deliver the sofa and it would not fit through the door frame, by the sofa not fitting through the door frame, it caused a tear on the item, so this item was declined, the delivery team had not yet taken the loveseat out but the customer wanted to decline both pieces, because if she could not have both that day, she did not want either of them. Customer service was called, and our associate spoke to the customer, it was told that both items were being declined, the sofa was being declined due to not fitting and having a tear and the love seat was being declined because the customer did not want one with out the other, our customer service associate asked if they wanted to keep the loveseat, this way they at least have something to sit on, and it was told to her that if they could not have 1 item they did not want the other. Our customer service associate meant no disrespect, she was just curious if they at least wanted one of the two items so there was something to sit on.After speaking to the customer, it was told that the sofa would just not fit and that she would like to just reselect, well as the customer was told at time of sale, that any cancellations made to the sale, needed to be made within 24hours of purchase, if not, there would be a 40% restocking fee. This cancellation is well after the 24 hour time frame so a 40% re stock fee would apply. After speaking with the customer, we made her aware that if she would like to reselect a new set, that we would reduce the 40% to a 20% restocking fee. The customer did not want to pay any fees and decided she would stick with her original order.Since the sofa was damaged at time of her original delivery, a new one was ordered, once that sofa came in we called the customer and had her set up for re delivery on 2/27. On 2/27 our delivery team tried once again to fit the sofa into the customers home and it would not fit so again, the two items were declined and sent back to our warehouse.On 2/28 the customer went in to the store where she made her original purchase, paid the 20% restock fee( the 20% restock fee is not actually extra money paid by the customer, this money is taken from what her credit would be for the two returned items, we take the 20% and 80% is given towards the credit of a new purchase) and reselected a new set she believed will fit in her home. We are working with this customer, we did not make the customer keep the items that she originally selected for her home, that were damaged by trying to fit in her home, we re ordered her a brand new sofa and tried to deliver again, and once again, the product did not fit in her home ,so again, instead of leaving her stuck with the product, we allowed her to return the pieces, not for a 40% restock fee which should have been assessed, but instead for a 20% restocking fee.

Revdex.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.

 
Due to technical issues on the Revdex.com's website, I was advised to send this response via email. My Name is [redacted],  my complaint is Number is 111-811-25 and I am sending this email because I do NOT AGREE with the response received from Ashley Furniture.  The company was untruthful about the condition of the table that was delivered.  There were scratch all around the edges of the table.  After an attempt was made to remove most of the scratches, the same table was delivered.  However, we were told that a new table was being order and delivered, not a refurbished, or repaired table. Upon arrival, there were still some visible scratches on the edges of the table, not defects.  That's why Ashley replaced it.  As far as the armed chair, we purchased (2) armed chairs and one of the armed chairs (left side) were loose.  We are still waiting for a new chair or a part for the chair.  As of this date, Ashley Furniture has not contacted us about the chair. After spending over $3,000.00, any intelligent person would expect to receive quality furniture and we were sent damaged furniture.  Also, as of this date, Ashley as not apologized for the inconvenience this has caused us.  Even the owner of the store (Lester Bauguss) was rude and unconcerned about his unsatisfied customers.  That's the truth. Whomever responded to our complaint was not telling the truth.  Please review the video.  Thank you. Unfortunately, my video was to long to send via emil, but I will try to send the video after your website is up.

Revdex.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.
The plan is a 5 year protection plan, not a 1 year plan as stated in their reply.  I called Montage to report the peeling due to a "specific incident" and with in the time frame outlined in the contract (30 days). But, when I tried to file the claim, I was told I DID NOT have coverage, even though I paid for a 5 year plan. Had my plan that I purchased directly through Ashely been PROPERLY processed upon purchase, my claim would have been handled by Montage. Not until I, my self, engaged Ashely did I receive a NEW UPDATED plan number. Calling Montage back AFTER I went and got the proper claim number, they then told me it was "Not reported with-in a 30 day window of being noticed and could not process the claim." My issue at this point is with Ashely, who botched the initial processing of the claim that led to me not getting any support.  Moreover, the verbiage in the contract states(2) COVERAGE: Through the administer, we will repair or replace the Covered Product, at our discretion, when due to: * Checking, cracking, bubbling, OR PEELING of finish caused by a SPECIFIC INCIDENT.  Note: I called Montage to report a specific incident and was DENIED my claim because Ashely furniture did not process my initial plan as purchased. If I had the updated plan number when I called to report the SPECIFIC INCIDENT WITHIN 30 DAYS then Montage would have supported my claim.  Ashely was negligent at properly notifying me of the new plan number, and it took ME taking action to track it down. Ashely should be held accountable for the fact that I was not issued a new plan number in a timely fashion, thus leaving me in the predicament I am in today. 
Regards,
[redacted]

Revdex.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 did go into Ashleys and reselect not because I thought they were in anyway right but because it been 7 weeks and still no furniture in my home. The store manager there is kind but that doesn't mean she's very helpful, although in the store everyone there pretends to be. After I reselected I was told I would need to pay another delivery  fee although they were advertising free delivery at the time and I'd already paid delivery before! Nevertheless I told them I would pick up, upon p/u of newly selected furniture the sofa was yet again torn in the back but of course not from being a "no fit" this time! Now its been a week tomorrow and even though they "rushed" it I'm being told I will likely be waiting another week which again pretending to be helpful but that's the normal quoted time correct? I've had the worst experience with this company I've never been treated so poorly as a paying customer and adding that in past 3 years I've spent $8000 with this company! No matter the outcome of this they've certainly lost a loyal customer in me, my friends, and family. everyone I've spoken to all say they have heard complaints about the company also and they will never be purchasing from here either. I will continue to tell my story and hopefully save plenty of people from the terrible company Ashley Furniture is! At this point I'm not looking for an entire refund because I am practically being force upon this furniture with the $1000.00 restocking fee they will charge but I am looking for the 20% restocking back because in the policy it still doesn't mention no fit's and I've called 4 other furniture stores in Delaware and no others charge anything for no fit's either but they also don't have the number of complaints Ashley's does.
A very disappointed,

Customer received delivery Saturday May 21 2016 at the time of delivery, our delivery team calls in to our service department to report the delivery is done, at that time our service coordinator speaks to the customer to verify the delivery was done. The team finished delivery at this customers home...

at 2:10pm on Saturday 5/21/2016 at the time of the phone call, the customer made the coordinator aware that they inspected everything, delivery went well and everything looks perfect. Once the product is accepted in the customers home, we can not take back product, we sell new furniture and that is why, when the product is accepted the sale is final, nothing can be returned. All of the policies are located on the back of the customers receipt, which on this receipt we do have the customer initial next to each policy that pertains to their sale and we also have them sign stating they have read and agree to the policies. The policies the customer initialed next to would of been the 24 hour cancellation policy, which states the customer has 24 hours from the date of sale to make any changes or to cancel the complete order, if it goes beyond the 24 hours and a cancellation is made, then there would be a 40% restock fee. The other policy the customer initialed next to would of been the delivery policy, which states that when the product arrives to our warehouse the customer would be called and scheduled for delivery, we do not offer a time frame for delivery but instead a stop number and up to an hour call ahead. The policy also states that if you are not able to accept the furniture yourself, then to please arrange for a responsible representative aged 18 or older to accept the delivery. The last thing the policy states is that once the product has been delivered, the sale is complete and final.The customer initialed next to each policy above and also signed stating she has read and agreed to the terms. The customer was made aware ahead of time, that once the product was accepted in her home, she could not return it. The customer inspected and accepted the product she purchased, on saturday 5/21/16, if the product was not correct, it would not have been signed for and they would of made the coordinator aware at the time of the phone call, that the product she ordered, was not delivered.