Wellsville Carpet Town, Inc.

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. As I have stated in the multiple phone calls to both the customer care center and the salesman, no information regarding this "no returns" policy or comfort guarantee were ever explained nor offered to me in verbal or written formNot one document from this sale that was given to me at the time of purchase states this policy nor was it ever offeredThis has been very dishonest and deceptive sales tactics from the startNo information was given to me regarding the Simmons policy on comfort guarantee until AFTER the mattress had been delivered and until AFTER I was extremely dissatisfied with the productThe Simmons policy was inside of the plastic wrapped mattress therefore never offering me the chance to actually view it until it was too late per the supposed Ashley Homestore policy. Additionally, during the sales process I, along with my girlfriend who was present, asked multiple questions regarding warranties/guarantees and our salesman on multiple occasions used the language of "guarantee" and "promise" in regards to our satisfaction and comfort with this productI would have never made this purchase without these guarantees or assurances On top of these deceptive sales tactics, during the multiple phone calls to Ashley Homestore's customer care line, every single representative has tried to cite New York State Law as the reason as to why they will not accept any returnsNew York State law does NOT state this whatsoever and is being used as a and misleading reason to refuse a returnWhen I have caught them on this lie, each representative then states it is an agreement between Ashley Homestore and SimmonsWhen I offer the argument that this is not the case with other retail stores in the area, they will flip flop trying to cite NYS law again and talk in circles without addressing the actual problemWhen asked specifically if it was Ashely Homestore policy, they have said that it is not leading to even more confusion as to what the actual policy is and who is behind itThis deception and dishonesty on the parts of Ashley Homestore's salesman and customer service is abhorrent and they clearly do not stand by any of their products as they clearly misinformed me to make a sale and did not provide me with the entirety of their policies at the time of purchase or provide the policies of the Simmons mattress in a way in which I could read them before accepting the delivery of a product that does not at all match what was on the sales floor. Regards, *** ***

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.the information provided by Ashley furniture home store and the Wellington group is which I'm not surprised considering their history in our area for defraud customersThe delivery personal was notified that there appeared to be damage on the day of the delivery and we were instructed to notify the store and the issue would be resolvedThe customer service center stated that since we received a price match on the sofa they would only deduct 10% and would not make a repairAshley made a charge on our account on 10/31/after knowing that there was an issueThe bank was notified of the issue and will help us in resolving the matter the table that was never received was paid for in fullAt this time we will be notifying the local police of the theft. The only acceptable resolution is to return our $and replace the damaged furnitureFurthermore, Regards, *** ***

I purchased a couch from Ashley Furniture, and approximately months after purchase the couch structure did not look or feel right I called and they were going to send a repair man out, they felt it was a broken spring The first appointment was cancelled last minute, and we rescheduled In between the scheduled visit another section of the couch looked and felt different When the repair man came he said you have more issues going on than a broken spring He pulled the bottom fabric off, and it was a broken frame that was made from press board He went out to his car and took a piece of scrap wood and screwed it into the existing broken in half frame as a support I called customer service, and also went to the store They called the Corporate office in Batavia NY, and to my surprise they felt this was a permanent fix I do not feel that a couch months old should have a frame that broke in half, and I feel it should be replaced with a new couch I haven't even completed

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. This is not a sufficient resolution to the issue at handMy child has been sleeping on the floor since the initial expected delivery dateShe does not have furniture due to my expecting that this company would be reliable with their customer serviceThe company lacks empathy, and does not care when inconveniencing customersThe delivery was late, and because of that I missed an appointment that costed me $when they arrived they did not have the correct furniture, and the bed was broken and didn't have the correct pieces for the workers to put it togetherThe workers were the ones who told me that they had the wrong equipmentI did in fact call and attempt to reschedule my deliveryI was told that no one was available in the call center, and that someone would return my call by 7pm the next eveningEvery time that I had been promised a call back by this company, it has never happenedI called for two days before I was able to reschedule my delivery and they were already in routeI thought that the delivery would already be cancelled, and that they were possibly behind on calling me back to rescheduleI dont care for them attempting to blame me for any part of this in the letter responding to my complaintI wish that they would take responsibility and come up with a resolutionThe company still didn't call me after they delivered the wrong items, I had to call them because I hadn't heard from themthis seems to be with this company. the partial delivery was not my request, actually its what I was told was going to happen from the customer service agenti was also told that this will not take place until DecemberI was also told that they would try to deliver the chest at the same timethe response says something totally differenta 50$ gift card is a ridiculous compensation for such a large issueAlso I was never told that this would be given to me upon delivery, I was told that it would be sent to my homethe lack of customer service and communication is like something that I have never experienced before.
Regards, *** ***

I PURCHASED FURNITURE AT ASHLEY FURNITURE ABOUT A YEAR AGO MY WIFE WAS CONCERNED THAT THE KIDS WOULD STAIN THE COUCHES WE PAID AN ADDITIONAL FOR THE COVERAGE THAT I WAS TOLD WOULD GUARANTEE THEY COULD GET STAINS OUT AND IF THEY COULDNT THEY WOULD REPLACE THE COUCHES I HAD A COUPLE STAINS SO I CALLED IN NOVEMBER TO SCHEDULE A CLEANING- THE TECH CALLED, SET AN APPOINTMENT, AND NEVER SHOWED THIS HAPPENED THREE TIMES THROUGH THE PAST MONTHS THE LAST TIME THE TECH WAS SUPPOSE TO COME HE CALLED AND SAID HE HAD CAR TROUBLE AND COULD ONCE AGAIN NOT MAKE IT THE TECHNICIAN ENDED UP COMING TO MY HOUSE AND EXPLAINED HE WAS ON HIS WAY TO GEORGIA TO SEE HIS FATHER WHO WAS DYING BUT WOULD STOP AT MY HOUSE ON HIS WAY HE SHOWED UP IN FLIP FLOPS, TOOK A FEW PICTURES AND TOLD ME HIS MACHINE ISNT BIG ENOUGH AND HE WOULD SUBMIT FOR A LARGER MACHINE TO COME OUT HE NEVER PLANNED ON CLEANING THEM AS HE SHOWED UP IN FLIP FLOPS IN THE SNOW ON HIS WAY DOWN SOUTH HE STATED THEY WOULD EITH

On march 7th the furniture I selected a Bransville sectional was delivered to my home I throughly inspected all pieces that were placed here I signed receiving set in good condition however after less than months material is separating from wedge seat in my sofa and love seats have tacks staples or nails are potruding from sides because padding and fill is shifting in my cushions the sofa is sunk in after sitting on sofa I can feel the board on my recliner under my feet in what is supposed to be luxury and plush furniture this set was this furniture is deteriorating in front of my eyes and all since its been in my home I am aware of the no return policy hat Ashley has but this is an extreme situation an much too early for these things to be occurring they sent a repairman out from a company called SAW and he even stated that they are putting this set together too quickly and they want to remove the top part of the wedge and take hours to put top back on and apply more filler t

Thank you for the opportunity to reply to the claim filed by Mr*** *** regarding his product delay concernsI spoke with our Customer Care Center manager about his concerns and we came to a resolution. We do our best to communicate to our customers that all of our product has an
estimated arrival time of 14-days, which is typical for a factory direct furniture retailerOn occasion, product can be subject to a later delivery if there are delays in productionWe always communicate to our customers if there are any delays; when we alerted Mr***, he told us that he no longer wanted the product. We recently reached out to the customer and offered him a gift card for the inconvenience of the wait timeWe appreciate Mr***’s business and were verbally able to resolve this complaint as of February 5th, when he spoke with our Customer Care Center manager. I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint. Sincerely, *** *** / Corporate Communications *** *** *** ***, NY ***

I bought new, expensive leather couches from Ashley Furniture store and only after a year of owning them the leather was very worn and discolored in areas such as where the head rests and arms and legs rest on the sofasI brought it it the company's attention and they say it's not under warranty and there is nothing they are willing to doI feel that I paid a lot of money for a quality item I believed to be purchasing and it turned out to be very poor quality

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

GLADLY DO BUSINESS AGAIN!!

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

Here is a list of my issues:
Furniture was delivered ripped and the sofa frame is bent so half of the sofa leans and there is about a 3-inch gap between the back pieces, so you can reach right through the couch and touch the wallThe reclining love seat, one side makes a loud noise when you sit on itClearly is put together incorrectly
The rude customer service rep "Stephanie" who says she is a manager says that we should feel lucky that we have loaner furniture to sit on while we wait for new furnitureSays we should have to pay shipping twice because we accepted the furniture broken and that is our own faultWe were told that someone just had to be there to let the delivery person in, not that we had to be there to inspect it and refuse it because of the poor quality of the furnitureAnother person authorized the refund of the lower delivery fee already so Stephanie said she would HAVE to honor itPoor customer service all around
Because we were so unsatisfied

The business has responded to the complaint however has requested that their response not be published

I received a bed from the Ashley homestoreOnline, their return policy states that you can return a piece within days of deliveryI signed for the furniture, thinking that this was true and that I would be able to return if I decided shortly after that I was happy with itThe bed didn’t fit in our room properlyWhen my husband came home and decided it was too big, we called Ashley and tried to exchange the bed for something more fittingThe bed also broke in the meantimeEvery representative that I spoke with said once you sign your stuckNo one helped me or believed in having a satisfied customerAll I want to do is exchange this for something we like

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.
The company sold me items that they knew they did not have a reasonable expectation of delivering in a timely manner I spoke with the company today and they are once again claiming delivery for all items will be this Friday, May 5th between 1:and 4:with a $gift card since I waited for two months If the delivery actually happens and everything is in good order, we will be satisfied but I do not want to close this complaint until I have received what I paid for Thank youRegards, *** ***

My buffet D727-was delivered without the center shelf and basketsI called and was told I will have the parts delivered in the next few daysI called back the next day when scheduling the tech to install the parts and was told they would try to rush for Thursday but Friday for sureThe tech called to say he was running g sooner than expectedI still don't have the shelf or basketsWhen I called I was told the baskets will arrive in 12/and the shelf had not even shipped yetI expressed my displayed and told them to schedule a pick up for everythingI was informed I cannot do that even though I am missing partsI asked for a supervisor and was told the person on the phone was the managerI asked for someone else and she refusedI asked for corporate information and was told I did reach the corporate officeI asked for the president and was told there was no president and no way to contact anyone elseI called my store again and asked if they had the piece on the floor s

I spoke with *** and he stated: They sent someone out to replace the cushions for a third time on sofa and reclinerdays later they decided to pick them up and return them to state of Carolina for repairThen Ashley *** called and offered me 75% refund of my original purchase but they stated they want the end tables and coffee table before they will talk to the bank about refundUnfortunately, they will not let me drop off the tables and they will not pick them up until June I think I have waited long enough and that is unacceptable, they should get this off my record now for the refund portion so I don't have to make another payment for furniture I no longer have and let me drop off the tables given, I live minutes awayThe last tech here stated "completely flattened down and should be replaced- recommend exchange"(May 24, 2016)

February 3, 2015Dear ***: This letter is in response to the above referenced complaint filed by Mr*** *** regarding the response he received when requesting service or replacement of the sectional purchased at our Ashley Furniture HomeStore in Horseheads, NY. I spoke
with our Customer Care Center Manager regarding the concerns with his sectional and protection plan service to see what we can do to assist him. On March 06, the Mr*** took delivery of a sectional along with furniture protection coverage, which covers all accidental damage to his furnitureAshley Furniture has a standard manufacturer’s warranty, which is one year on all fabrics/leather, years on springs/mechanism and a 7-year limited lifetime warranty on the frameThese warranties are standard across the furniture industryMr*** furniture is well over two years out of the warranty period. When Mr*** visited the Horseheads showroom on January 1st, his concern should have been escalated and directed to our Customer Care Center in order that they have an opportunity research the issues and work with Mr*** to resolve his concerns. We apologize that this did not happen and instead he was directed to call the company responsible for administering the accidental damage protection plan. Our Customer Care Center has been in contact with Mr*** since January 19th (ten days before the date the complaint was filed) and are working through the process of attempting to secure a credit from the manufacturer for the cracking and peeling of the leather that is occurring on this sectional. Mr*** has furnished all of the information necessary to put this process in motion, and he has been advised that this could take some time. On January 20th he indicated he understanding that the process could take an extended period of time. All information and photos provided by Mr*** have been forwarded to Ashley Furniture Industries and we are awaiting their response and decision before proceeding further. New information regarding the status of this claim will be communicated to Mr*** as we receive it.We trust that the Revdex.com recognizes that we are working with Mr*** in an effort to reach a mutually acceptable resolution for this concern. Sincerely, *** ***Corporate CommunicationsAshley Furniture HomeStore

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 belowAfter reading the response from "Ashley," I actually don't know if I'm more concerned with her lack of knowledge regrading this situation, or more floored at the blatant misrepresentation. The gentleman who delivered my bed was WELL aware of my angst with the condition of the headboardI t*** pictures, as instructed by HIM and he advised me that I would be receiving a call to resolve the issueWhen I did NOT is when I placed the complaint with the Revdex.com. I most certainly did receive an automated Customer Satisfaction Survey from Ashley Furniture, where I shared my issues and requested the Delivery Manager to contact meThis is an option during the call. I shared that I am in the process of moving, and do NOT have the time to take off from work again for delivery at this timeThe initial delivery was botched, went WELL over the suggested time frame because they went to the wrong house. Since then, I've shared that I was moving at least separate times - and that I am not ready to accept delivery for that reasonIn the meantime, I've received multiple calls from Ashley associates trying to set up deliveryThis is unacceptable. At this point - none of my original requests (refund of delivery and discount to headboard already in my possession) have been satisfiedI've been made out to be someone that's not truthful, and frankly, it doesn't sit well with meAs a very strong customer of Ashley Furniture, I am 100% dissatisfied, and would appreciate a resolutionIf what I have asked for isn't within the scope of what can be offered to me, I respectfully decline the headboard and any further dealings with Ashley Furniture. Thank youRegards, *** ***

This
letter is in response to the above referenced complaint filed by Mr*** *** regarding the concerns with the delivery fee charge on his replacement table
After speaking with our Customer Care Center manager regarding Mr***’s
concerns, I am able to shed some light on the delivery fee
in question
When
Mr*** purchased his table on 03/05/11, he also purchased a 5-year furniture
protection program which honors repairing all accidental damage during
the first years of owning the productThis plan is administered by *** Furniture Services, a third-party vendorThe plan offers a one-time
replacement on product that has been damaged accidentally in the home
(specifically excluding manufacturer defect) and cannot be restored back
to its original condition Under the terms of protection plan that Mr
*** purchased, delivery is an additional service not covered by the protection
plan
According
to *** Furniture Services, Mr*** contacted them on 03/11/reporting
that he had several chips and a gouge in the table. Since this damage was
discovered and reported than more four years after delivery, it cannot be
attributed to manufacturing or product defect; but rather damage incurred
through use in the home. Delivery charges would apply to the replacement
of this table under these circumstances
Given
that Mr***’s concerns with the delivery fee in question have escalated, we have
chosen to extended a one-time courtesy deliveryMr*** has been scheduled
for delivery on 06/25/
We
are confident that the Revdex.com will find that we have gone above
and beyond in our resolution for Mr***
Sincerely,
*** *** / Corporate Communications