Wellsville Carpet Town, Inc.

I want to reopen my complaint! The couch's frame cracked again in the same place I am a single person using this couch, no children, no pets This couch is less than year old

Dear [redacted]:
 
Please be advised that it seems our complaint with Ashley Furniture has been resolved.  I have attached the terms outlined by [redacted], Ashley Ce Center Manager.  I will consider the matter closed upon receipt of the refund check.  While the refund will not cover the cost of replacement or recovering the couch I felt that it was a reasonable compromise.
 
My husband and I cannot thank you enough for assisting in this dispute.  Without a doubt, had the Revdex.com not become involved, Ashley's would have stood firm on not taking responsibility.  
Again, we truly appreciate the Upstate New York Revdex.com.
[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.
Based on the information provided, it is not clear that a resolution is a sure thing.  It states that they are waiting for a possible response that may take an extended amount of time.  My concern is the condition of the sofa further deteriorating over this time period.  It has continued to deteriorate since my initial reporting of the problem back in December.  Seemingly, it would be best if the issue was resolved in a timely fashion.  I would accept a timely repair or replacement.
Regards,
[redacted]

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.   I am still waiting for the...

recliner. I called them today mar 1, and they said oh yes it's ready we will get it out to you by Mar 21. That was not acceptable to me. Another 21 days. And they brought up compensation not me, I declined the 100 credit to thier store. I Do NOT feel they should be rewarded for the awful service by having me spend more money there.  They have niw offered a 100 refund but to date I have not seen that either. I told them the delivery on the 21 is not acceptable she dud come back and niw going to try for the 7th. This has truly been the worse experience and I will not do business with them again at this point. I was approached by other unsatisfied customers from the website asking if I would join them and go on the news to talk about the horrible experience but I declined.  Regards,  [redacted]

This letter is in response to the above referenced complaint filed by Mr. [redacted] concerning the delivery of his living room furniture purchased at our Ashley HomeStore in Mentor, OH.  After reviewing the customer’s order history, I spoke with our Customer Care Center manager regarding...

resolution. On 2/17/16, Mr. [redacted] purchased a 4-piece sectional.  On the date of purchase, Store Manager Rob Starkey personally spoke with Mr. [redacted] about the delivery process and advised him that we would not be able to guarantee delivery by any given date.  Mr. [redacted] was informed that merchandise typically takes anywhere from 14-28 days to arrive. At the time of purchase, we ask our customers to call us within 72 hours to schedule delivery. We also place this notice on the top of each customer invoice in bright colors, ensuring each customer understands that we cannot schedule delivery until we make contact with them via telephone.   Mr. [redacted] did not call to schedule delivery, so we attempted to reach him on 2/23, 2/26, 2/29, and 3/1 to schedule his delivery date. The customer did not have voicemail set up on the first number we were given: 216-704-9181, and the second phone number was out of service. We book our delivery trucks weeks in advance, so making contact with our customers is a crucial step to ensuring timely delivery. Since we were unable to reach Mr. [redacted], we sent a letter advising we have been trying to contact him and needed him to return our call so we can schedule delivery. Mr. [redacted] first contacted us on 3/2/16, and we notified him that his product was on slight delay and wouldn’t be available for delivery until 3/26/16. We offered the customer an additional $100 in compensation off of his sales order, on top of the original discount on his merchandise given at the showroom amounting $292.62. For the delay in delivery, he was receiving a total discount savings of $392 off of his sales order.  We understand that Mr. [redacted] has company coming in on 3/25/16, however; we have tried to move up the delivery date of the product from the manufacturer, but the soonest we are able to deliver his merchandise is on 3/26/16. We have apologized to Mr. [redacted] for the delay and have attempted to offer compensation accordingly. In conversations with the customer, he demanded an additional $500.00 discount off his sales order. In this letter to the Bureau, he is now asking for $1,000 in store credit for the delay.  We were not able to accommodate this deep of a discount, nor gift card offered, especially given the discount already provided. Mr. [redacted] called our Customer Care Center on 3/4/16 asking for a full refund on his order. We have sent a refund check #95791 for $1,600.00 issued and mailed Priority mail 3/5/16, which should have arrived to his home 03/07.  We regret that we were unable to meet Mr. [redacted]’s expectations but appreciate the insight as we always strive to optimize our customer experience.  We welcome Mr. [redacted] to the showroom in the future in hopes that we will have another chance to earn his business.  I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint.  Sincerely,Audra D[redacted] / Corporate Communications

This letter is in response to the above referenced complaint filed by Ms. [redacted] concerning the mattress set she had purchased at Ashley Furniture HomeStore in Olean, NY.  After reviewing the customer’s service history, I spoke with our Customer Care Center manager to see what we...

can do to solve her concerns.  On August 22, 2014 Ms. [redacted] received the mattress in question.  On July 10th, 2017 we received a phone call from a gentleman named ‘[redacted]” calling on behalf of Ms.  [redacted], advising us the mattress was depressing.  We scheduled an appointment for a technician to inspect the mattress on July14th.  On July 13th we received information form the guest that the appointment was being cancelled as Ms. [redacted] would be out of town.  On August 28th, we received a call that Ms. [redacted] was ready to reschedule the technician’s appointment.  The technician was again scheduled for September, 2nd.  On September 6th we received the information back from the technician service we contract out to, SAW Enterprises.  The technician’s report indicated the mattress does not meet the qualifications to be considered defective, additionally multiple large stains were noted throughout the mattress.  (Please see enclosed report as well as photos).  For a foam mattress to be considered defective, the mattress must have a depression of greater than 3/4 of an inch.  Additionally since this is a memory foam mattress, liquid can cause the foam to break down which is the primary support in this mattress as noted in the warranty, under ‘Mattress & Foundation Care Instructions’ under the ‘don’t’ section. (Please see the enclosed warranty from Ashley Sleep).  We called Ms. [redacted] on September 6th when we received the technician’s report and we were unable to get through due to a busy signal. On September 8th a gentleman called in, he was advised that the stains on the mattress did void the warranty.  While we empathize with Ms. [redacted]’s situation we cannot honor an exchange of the mattress.  Not only is the mattress not within the depression guidelines set forth for defect, the mattress has significant soiling which may be a contributing fact to Ms. [redacted]’s discomfort and experience with the mattress.    We trust that the Revdex.com will find this response satisfactory and serve to close this complaint.    Sincerely,   Bonnie H[redacted] / Guest Relations Center Manager

May 26, 2015   Re: [redacted] Dear [redacted]: This letter is in response to the above referenced complaint filed by [redacted] concerning delayed product. After speaking with our customer care center manager, I have information on the delay in shipment and...

our efforts to provide a satisfactory resolution for Ms. [redacted] Ms. [redacted] purchased from our Horseheads, NY Ashley Furniture HomeStore on 1/30/15. On this date she purchased a sofa, ottoman and chair. At point of purchase, her product was showing a delay of 3/12/15, which was explained in the notes on her sales invoice. We delivered the sofa and ottoman on 2/26/15, however; the chair was delayed in production by the manufacturer and pushed out until 4/04/15. We understand Ms. [redacted] frustrations with the delayed shipment of the chair. On 2/28/15 the customer purchased an additional chair which also experienced delays in shipment. Her original date quoted was 4/18/15 but we were not able to deliver the chair due to delays with the manufacturer until 5/26/15. Knowing that such delays are not the expectation at time of purchase, we apologize for the inconvenience of the wait and have refunded the customer her protection plan purchase amount of $129.99 along with an additional $200.00 discount. I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint. Sincerely, [redacted] / Corporate Communications

Wellsville Carpet Town Inc
October 3,
Re: [redacted][redacted]
Complaint ID [redacted]
Dear [redacted]:
Thank you for the opportunity to reply to the claim filed by
Ms[redacted] regarding product reorder and credit presumed due from our
Ashley Furniture HomeStore in Orchard Park, NY.
I have had an opportunity to review the purchase history and service
pertaining to Ms[redacted]' account and feel it is necessary to explain how
this entire transaction came about.
In July 2014, Ashley Furniture HomeStore delivered a reclining
loveseat to Ms[redacted]' home. The
matching reclining sofa was delayed from the factory and could not be delivered
until August 13th. After the delivery
of her reclining sofa on August 13th, Ms[redacted] called in concerned
that the textures of both items were not the sameOne seemed smooth, almost
shiny, while the other was reported rougher and more of a matt finishUpon
hearing of Ms[redacted]' dissatisfaction, we reordered both items and offered
her either a $gift card or $discount off the saleShe stated that she would
decide when she called to schedule her exchange
On August 14th, the day after the delivery of her
reclining sofa, we called to schedule Ms[redacted] for her furniture exchange
When we asked the customer if she preferred $off the order or the $gift
card, she said she was still decidingLater that day, she called back to say
she was offered $off of the saleWe explained that we have a record of the
conversation in our system in which we offered her a choice of a $gift card
or $discount on the saleAs a matter of follow through on what we offer
customers, each time we speak with a customer, we log the conversation into a
database so that any of our Care Center agents can open the customer's file and
see what was discussed
Despite this explanation, the customer insisted that we give
her $off the sale, or we can come pick up the furnitureAt this point, we
escalated the customer's request to a managerThe manager again offered her a
choice of a $gift card or $discount with a reorder of the merchandise
The only way we could offer the $discount is if the customer kept the product
"as is." The only other option: We could pick up the furniture, as she
suggested, and refund her. No decision
was made at that time
On September 11th, the customer called in to
state that she at wanted to cancel the scheduled delivery as she had
construction going on at her homeShe reiterated her demand of $off her
saleThe next day, Ms[redacted]' mother called to schedule delivery for
October 1st, also demanding that [redacted] get $off the sale
We explained that Ms[redacted] needs to call usLater that day, [redacted] called
in and accepted the $discount
As of today, October 3rd, our Customer Care
Center reported that Ms[redacted] accepted $discount and exchange of her
furniture
I trust that the Revdex.com will find this
response satisfactory and that it will serve to close this complaint
Sincerely,
[redacted] / Corporate Communications

Good afternoon, I would like to start by clearing up a few things that were not correct in the responce> I did buy a sectional in 2008 from ashleys and I did have a problem with the cup holder, however the problem was not initally with the nails sticking out, Originally the plastic piece was put into the arm rest without nails going thru it. The piece became dislodged so I called to have it fixed.When the repair man arrived his way of fixing it was to put nails thru the plastic piece and into the wood beneth. On the day I told the gentleman that that was not an acceptable fix as there was now nails that where sitcking out where my familys hands would be. A new piece was ordered and I was told they would only be able to fix it the same way that they had previouly.  As that was not acceptable to me I just didnt use the arm rest and I could have gotten cut by using it. At that time I was temporaly transfered out of state. When I returned I attempted to accept the reapir they had made and just ending up not using the arm rest and cup holders. In 2011 I had cut myself on the couch and had enough. Knowing that I had a 5 year warranty I called the store to see wht could be done, I was advised that there is nothing they could do and I would have to file with [redacted] Furniture services to get it fixed. Upon inspection of the piece [redacted] determined that it is a flaw in the furntiture and could ntot be reapiar, [redacted] did a full replacement of the furniture. In April of 2011 I received my new furniture. In November of 2011 It was discovered that a piece of that furniture was broken. I originaly tried to contact [redacted] again as I have had no luck with getting help from ashleys. [redacted] advised me that this is a manufactor issue and needed to be taken up with ashleys. Ashleys sent a repair technican to my house whom after looking at the furniture determined that the issues was with the poor quality that the piece was built, There was boards that were missed by thr nail gun ( nails were to the side of board they were supposed to be in), THe frame was missing bolts or bolts and been sheared off, and the frame was bolted in crooked. Ashleys replaced the piece due to a manufactors default. In february of 2014 I once again noticed the new piece had broken, When the technician came out to inspect the furniture he once again found the same issues that were present the first time. This time they took my furniture aways to "reapair" it. I figured since they had taken it away it would be perfect with no issues. Well low and behold about a year later I am facing the same issues again. You would figure that once the have taken a piece to there shop to fix, it would be perfect. They claim that since I moved it is my fault that it broke. However due to the multiple previous experience I have had with the company I am sure that if I open the couch up it would show very poor construction again. I do feel that ashleys should take care of this issue. They claim it is out of warranty however it continues to have the same issues as  before I moved. Since this has been on ongoing and constant problem I feel that ashleys should try to uphold the standards they claim to have and fix the issue.

When a customer purchases merchandise in our showrooms, we do our best to give the customer an accurate estimate of when they can expect delivery of their merchandise.   In order to keep our prices as low as possible for our customers, we normally do not have inventory on most items on...

hand.  Most items are ordered individually to fulfill each customer's order.  Unfortunately, there are times when Ashley Furniture Industries is not able to keep to the estimated time frame given at the time the order is placed, particularly in cases of new introductions and very popular furniture pieces.  Several items in our showrooms are specially tagged so that our customers are fully aware to expect an extended delivery time frame.  In appreciation for the customer's patience in waiting for the furniture that we know will be delayed, we extend to each customer a $100 gift card toward a future purchase.  Such was the case with the sectional selected by Ms. [redacted].We believe in keeping all of our customers informed as to the progress of their order..  Each time we were advised of a potential delay in receiving her merchandise, we communicated this to her.  Ms. [redacted] received delivery of her sectional on August 21, 2015.  In addition to the $100 Store Credit Card she received because of the extended delivery delay, she was also given an additional Store Credit Card in the amount of $50 for her continued patience.I trust that the Revdex.com will find that we have acted in good faith in order to fulfill Ms. [redacted]'s expectations.Sincerely,Kathleen S Managing PartnerAshley Furniture HomeStores.

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 wrong parts were ordered because nobody came out to look at it as I...

requested.  no I am waiting on another response from the company.   Regards,  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The initial problem was the wiring harness was damaged at some point unknown and is a powered rocker recliner I had purchased a 5 year warranty on the unit to which 2 technicians came out to my house to look at said unit, the 2nd technician said it could take 4-6 months to obtain part, so ok I...

waited almost 10 months before calling said company back ([redacted]) to which I had fallen ill the following year after, so after going on 4 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 well. I want the recliner removed actually being just that it has never worked since new and also purchased dining room set and hutch with 5 year warranty as well and has chipped table top (fairly expensive table) I would like that repaired under warranty if possible thank you

This letter is in response to the above referenced complaint filed by Mr. [redacted] concerning his product and service issues with two recliners. After reviewing the customer’s service history, I spoke with our Customer Care Center manager to see what we can do to solve his concerns. The...

customer purchased two recliners from our [redacted], NY showroom in October 2015. This response addresses only the concerns regarding the recliner in his possession.  Mr. [redacted] received delivery on 11/20/15. He first notified us of his concerns on 12/11/14, requesting that both recliners be returned. The customer informed us that one of the arms needed more arm fill and the other recliner needed a power connection cord in order for the motor to properly turn on. We informed Mr. [redacted] that we would first need to schedule a technician appointment to review his concerns prior to authorizing any part replacement and/or return. We always prefer to send a technician to look at a customer’s concerns as is clearly stated in the Warranty and Delivery Agreement signed by Mr. [redacted] at the time he made his purchase so that the correct parts are ordered and we can prepare labor accordingly to fix any such concerns.  Nothing in our Warranty and Delivery agreements either states or implies that merchandise can be returned for a full refund if not satisfied.  While we are happy to assist a customer in reselecting merchandise more suitable to their needs, we would like to first have an opportunity to resolve the customer’s original concerns.  Mr. [redacted] did not allow us the opportunity to resolve these concerns.  Mr. [redacted] also states that he received paperwork stating that we offer a 100% Money Back Peace of Mind Promise.  This statement is true as it pertains to the Furniture Protection Plan that Mr. [redacted] purchased to cover any accidental damage that may happen to his recliner.  Our Peace of Mind Promise clearly states that if the customer has not filed a claim within the 5 year Protection Plan coverage period, we will issue a store credit in the amount of the Protection Plan purchase price that may be applied to another purchase.  The Protection Plan and the Peace of Mind Promise was thoroughly explained to Mr. [redacted] when he purchased his recliner.  It neither states nor implies that the customer is entitled to a 100% refund of the entire amount of the sale if not satisfied with a purchase. On 1/5/16, our company received a chargeback complaint from our credit card processing company stating that the customer was disputing the charges in the amount of $661.71 to his credit card for the purchase of the recliner. Given that Mr. [redacted] has refused a technician appointment to determine if the concerns with his recliner can be resolved, we have scheduled pick-up of the one recliner in his home for January 14, 2016.  At present, we will dispute the amount of the chargeback to Mr. [redacted]’s credit card company as his sales order clearly shows his purchase totaled $618.21 and not the $661.71 as claimed in his credit card dispute.  Mr. [redacted]’s dispute exceeds the amount of his purchase by $43.50.  I trust that the Revdex.com will determine that we acted in good faith to attempt to resolve Mr. [redacted]’s complaint under the terms fully disclosed to him at the time of purchase.    Sincerely, Audra D. / Corporate Communications

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the...

offer I reviewed appear below.  Regards,  [redacted]   The response states  "If the customer is not happy with the mattress they may re select into another mattress of equal value, as is stated on the paperwork Mr. [redacted] had initialed and received on delivery." I never received any paperwork on the delivery date.  I just electronically signed a phone to say the mattress had been delivered.    The response further states "Since it is noted the credit is for a mattress of “equal value” no refund or credit will be given.  The manufacture provides the comfort guarantee for the guests to pick another like valued mattress, not to down grade. (Please see attached sales receipt and comfort guarantee)."   I disagree with their conclusion.  I agree the guarantee does say after 30 days you can return the mattress if you are unhappy with it and select another of equal value.  However,  he guarantee doesn't address  what happens if your select a replacement that is not of equal value.   In the absence of specific language in the guarantee I think a reasonable person would conclude that if you selected a replacement that cost more you would pay the difference and if  you selected one costing less you would receive some monetary refund.   The response further states  "The comfort guarantee provided by the manufacturer does not offer an option for a refund of any price difference; likewise, if Mr. [redacted] had purchased a more expensive mattress he would have been required to pay an upcharge." I disagree with this statement also. As I previously stated  the comfort guarantee is SILENT AS TO WHAT HAPPENS IF THE REPLACEMENT COST IS DIFFERENT.  The store has just chosen to draw their own conclusions regarding a replacement price difference and one that only benefits them.     "We trust the Revdex.com will find we have treated Mr. [redacted] fairly and will serve to close his complaint."  My complaint  is not going away. Interesting to note that the original mattress was a Serta and based on their website if I had purchased it directly from them I could have returned it for a cash refund.   As for me receiving being provided with a copy of the comfort guarantee at the point of sale I agree  that on 11/10/2016 we did purchase a mattress in question.   After seeing the attachments I see I did sign off on a sort of comfort guarantee.   When I filed my complaint I didn't remember that fact because I was not given a copy of it when I left the store.  I signed it at the desk of the sales person. We then proceeded to the front desk to finalize the transaction.  There I was given a copy of the completed sales document and not a copy of the guarantee.  My position regarding my complaint is unchanged.  I still want a refund of my $500 over payment for this mattress.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me within the following parameters: 1. We are able to...

choose to either get a new replacement of our current item or another similar item from the showroom after looking in the store, AND 2. If the next item is defective as well we will be entitled to a full, or 100%, refund. These terms are a requirement in us accepting your offer, is in hopes to protect ourselves from any further complications or problems. Regards,  [redacted] & [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the...

offer I reviewed appear below.  I have attached a letter and a copy of the technician's report from 6/18/16.  I think that Ashley would listen to the technician that had been to my house 2 times and both times said that fixing the chair would not be the best idea.  The flakeboard form is broken in several places and the technician said yes it would probably take about 3 hours to fix, but fixing was not his recommendation.  I am sure Ashley does not want to admit that this chair needs to be replaced and not repaired.  This chair may be the same as a car that falls under the lemon law.  Sometime there are problems with the materials that are hidden from view.  Please review this information.  Thank you  [redacted]

This
letter is in response to the above referenced complaint filed by Mr. [redacted] regarding the concerns with a refund due to his credit card amounting
$213.49. After speaking with our Billing Department, we can assure Mr. [redacted] that his refund has been...

processed.
 
We
apologize for the delay refunding Mr. [redacted]’s credit card for $213.49 and
appreciate his follow up with us to ensure the refund was processed. We noted
that the card was refunded on 05/15/15, however; our billing department
representative discovered after the customer’s second call to inquire about the
refund that his paperwork had been inadvertently stapled together with another
refund and missed. After the second inquiry this mistake was discovered and the
credit card account was immediately refunded. We will use this error as a
training opportunity. The card was refunded on 6/3/15 and should have posted to
the Mr. [redacted]’s account by now. If this is not the case, he should contact us at ###-###-####.
 
I
trust that the Revdex.com will find this response satisfactory and
that it will serve to close this complaint.
 
Sincerely,
 
[redacted] / Corporate Communications

The business has responded to the complaint but requested the response not be published.