Wellsville Carpet Town, Inc.

April 23, 2016 This letter is in response to the above referenced complaint filed by Ms. [redacted] concerning her $35 refund. We have attempted to contact the finance company to process her refund several times, without being able to push through this needed refund. As an immediate solution, our accounting team processed a $35.00 check to the customer, sent via USPS on 4/21/15 to Ms. [redacted]. We apologize to Ms. [redacted] for the delay in refund. I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint. Sincerely, Audra D. / Corporate Communications

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]
Ashley's contacted me and offered me to reselect new furniture at full value of what I spent for my leather. They also said that my warranty would carry over to the new furniture. I accepted there offer and went to the store on Tuesday Nov. 11, 2014 and selected the new furniture. I thank you so much for your help and support threw this frustrating time. Thank You [redacted]

I received notification that the Revdex.com has closed this complaint as having been answered.  I would like to communicate to this consumer that I received confirmation on 05/05/2016 from Synchrony Financial that the delinquency on her account was removed on 04/05/2016, but they also conveyed that it can take up to 60 days for the credit bureaus to reflect this information on their side.Kathleen S[redacted], Managing Partner  Wellsville Carpet Town, Inc.  d/b/a Ashley HomeStore

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
They are delivering a new one on 11/20/2015. Thank you for all help and happy holidays to you all.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  As long as the merchandise is received in my home today I will be satisfied. 
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]

This letter is in response to the
above referenced complaint filed by Mrs. [redacted] regarding the concerns
with the storage bed
delivered on 08/25/15 . After speaking with
our Customer Care Center manager regarding Mrs. [redacted]’s concerns with
the assembly of her bed and the time...

frame for repair, I am confident we can
resolve Ms. [redacted]’s concerns to her satisfaction.
We thank Mrs. [redacted] for bringing
her concerns with the assembly repair time frame to our attention and we agree that this time frame
was unacceptable.  Jeff K., who manages our delivery services, went to Mrs. [redacted]’s home on 9/5/15 and discovered that the bed was not improperly assembled, but actually has a
manufacturering defect. He was able to remedy the assembly of
the bed adequately to
make it usable for Ms. [redacted]’s daughter. 
Our Customer Care Center has reordered a new headboard, footboard and
storage drawers to repair the bed. Mrs. [redacted] is scheduled for
exchange of these pieces on 10/05/15.
We are confident that the RevDex.com will find this response satisfactory and that it will serve to
close this complaint.
Sincerely,
 
Audra D. / Corporate
Communications

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 do not understand how gluing a small block to the FRAME of a chair is considered reasonable or to standards. IF this is a good standard to them there should be concern with this company and the quality of the furniture they sell. I cannot fathom that it is considered good practice to glue a small block to the frame and say that is enough support to last plus it is very concerning that this furniture is only 2 months old for this to happen. I even talked to the Ashley Furniture store I bought this at and their reaction was the same as mine. They thought more would would have done to the chair since it was on the frame and that it did not look like it would hold up. The store eve said that  I should demand a new chair. I am very concerned that this company is taking advantage of people and I do not think that it is right to do. Stating that they fixed it to showroom standards when if that chair was like  that in their showroom it should throw up much concern to what they are doing.  Regards,  [redacted]

Thank you for the opportunity to reply to the
claim filed by Mrs. [redacted] regarding her protection plan concerns. 
I have had an opportunity to review the purchase history and service pertaining
to Mrs. [redacted]’ account and have spoken to our Customer Care department to
better...

understand her concerns with her furniture protection coverage.
 
Mrs. [redacted] purchased her furniture, along with
the protection plan on February 2, 2010. The protection plan that Mrs. [redacted] purchased is through our former third-party protection company, [redacted] Furniture Services ([redacted]). This plan is meant to cover all stains, rips, tears
and burns caused by the customer, her family or friends. The protection plan
does not cover any pet damage beyond pet bodily fluids. The plan covers any
stain caused by a pet, but there is not a protection plan in the furniture
industry that covers pet damage beyond stains. The reasoning is that human
behavior can be controlled to prevent future accidents to furniture, an
animals’ behavior cannot.
 
We would like the Bureau to know that we are
diligent in training our sales staff to have an in-depth knowledge of what is
and is not covered by the protection plan. Specifically, pet damage is at the
top of our list in explaining to customers what is covered and what is not. We
provide brochures outlining coverage in store as well. The customer would have
also received in the mail a detailed outline of her coverage provided by
[redacted] Furniture Services. Though we have since switched protection companies
due to cost, not service, we do believe that [redacted] Furniture Services is one
of the best plans in the industry as they too have an A+ rating with the RevDex.com.
 
We were sorry to hear that Mrs. [redacted] felt she
was misled by the sales associate in terms of what was covered by her
protection plan. We will be sure to use this as a training opportunity in store
as we continue to be sure we are doing our diligence in communicating
protection plan coverage to our customers. As a result of her dissatisfaction
in the coverage afforded under the Protection Plan, we contacted Mrs. [redacted] and
offered a full refund of the purchase price of the Protection Plan with the
understanding that this would void any further coverage. This offer was
accepted by the customer and the refund was processed on October 27, 2014.  
 
I trust that the Revdex.com will find
this response satisfactory, and that it will serve to close this complaint.
[redacted] / Corporate Communications

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.
Revdex.com spoke to consumer and the following was relayed: They did pick up the furniture but they have not refunded my card yet.
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. This response is simply the same language that was repeated over and over to me on the phone by their customer service representative. I still have a table that the finish started coming off of through everyday use in less than 3 months that we are still paying for. We did not use chemicals on the table to clean it nor was there excessive use of water or pools of water left on the table. No one from the company itself took the time to come and inspect the table in person and, as I said in my previous message, when the technician came from the extended warranty company came to look at it he said there was nothing he could do because the problem was all over the table top and likely a problem with the application of the finish. As I also stated, the warranty company would not cover it because the damage was not from a particular incident. So, not only did we pay/continue to pay for a subpar product but we also purchased a useless warranty. In my discussion with the customer service rep, she also stated a number of times in a variety of ways, and I'm paraphrasing. "I am not saying this is happening because of anything you did". To which I responded by telling her then it must be manufacturing problem. She, of course, would not agree with that and therefore we just kept going around in circles. As I said before, I either want a new table or to have them come and take this one and refund us our money for the table. We continue to get the classic run around from Ashley Furniture  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. Consumer filed duplicate complaint: I purchased a Leather rocker recliner from Ashley Furniture in Mentor, Ohio. It was delivered last Saturday without the arms, rescheduled for today, April 29. The delivery men did not even know why they had come, another afternoon spent waiting. I was told they would call and give me a possible monetary compensation. I decided to just ask to return the chair. I was told they would not take the chair back, per the manufacturer, I have not even sat in the chair. I could return the chair only if I would purchase a similar amount product. I now am stuck with this chair, waiting another 2 weeks for the arms.     Refund   A returned product and a promise to myself not to buy anything from Ashley Furniture.  [redacted]

Dear [redacted]:
 
It is my understanding that you are handling complaint #[redacted].  I have had several phone calls from Ashley corporate office and it is getting really confusing and frustrating.
 
On 9/25/14 [redacted] called me (###-###-####) to discuss the issue and...

offer 50% off a purchase at Ashley Furniture Homestore.  During our lengthy conversation there was no mention of limit and/or dollar amount.  I was told that this offer would have no expiration date, was transferable to someone else and that it would have no bearing on our "Peace of Mind" certificate being redeemed at end of 5 year period as unused. 
 
On 9/29/14 [redacted] left voice message and when I returned call (###-###-####) I spoke to [redacted].  [redacted] advised that [redacted] mislead me when quoting 50% off our future purchase.... it was 50% off the purchase price of the defective couch in question $321.81, no expiration date and was transferable.  After discussion of this matter and being told I had no other options I advised [redacted] that I had zero confidence in Ashley's word as to what they were offering:
 
·         Physical voucher/gift cert for the credit amount
·         Written confirmation of no expiration date
·         Written confirmation voucher/gift cert may be transferred to other person(s)
·         Written confirmation that this voucher would have no bearing on our "Peace of Mind" certificate redeemed at end of 5 year period as unused and that those dollars could be combined with the voucher/gift cert for store purchase.
 
Please advise if there is any hope to get the $321.81 as well as the worthless “Peace of Mind” warranties fees $229.98 in cash instead of store credit ($321.81 + $229.98 = $551.79 total cash refund).  We would surrender the warranty certificates if cash refunded and this matter can be resolved for all.
 
After reading numerous online reviews regarding Ashley it is our belief that no reasonable person would want to purchase from this store.  We are in the process of getting an estimate to have locally the piece recovered which will be expensive.
(i.e.  http://furniture.about.com/u/r/od/buyingfurniture/fr/Ashley.htm)
 
Any advice or assistance you may offer would be appreciated.
 
Best Regards, 
[redacted]

This letter is in response to the above referenced complaint response filed by Ms. [redacted] concerning the purchase at Ashley Furniture HomeStore in Canton, OH. After reviewing the customer’s claim, I spoke with our Customer Care Center manager to see what we can do in an effort to better...

resolve her concerns.   On May 16, 2017 Ms. [redacted] picked up her living room and bedroom furniture form our [redacted] Distribution Center.  As Ms. [redacted] had indicated there was a sales error.  Initially Ms. [redacted] had rented a vehicle she advised us to pick up the merchandise.  We did offer Ms. [redacted] courtesy exchange for her merchandise as it was a sales error, however Ms. [redacted] had advised us on her address and this is significantly outside of our delivery area and the third party delivery service we use had refused to go to her location.   After further speaking with Ms. [redacted] and our delivery manager we were able to get authorization to once again honor the in-home exchange as we had originally promised.  The exchange has been scheduled for 06/01/17 at no additional expense to Ms. [redacted].   We do apologize for the errors and added frustration we put Ms. [redacted] for.  I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint.       Sincerely,   Bonnie V. / Guest Relations Center Manager

Wellsville Carpet Town Inc
October
29,
Re:
[redacted]
Complaint ID: [redacted]
Dear
[redacted]:
Thank
you for the opportunity to reply to the claim filed by Mrs[redacted]
regarding her chair purchased from our Amherst, NY location. I have had
an opportunity to review the purchase history and service pertaining to Mrs
[redacted]'s account and have spoken to our Customer Care department to better
understand what transpired for her chair to be delivered to her with dark spots
on two separate occasions
We
can certainly understand Mrs[redacted]'s frustrations with being delivered a chair
that does not meet her standards twiceWe have reviewed photos of her chairs
delivered and agree that we could have done better in ensuring her product
arrives without the dark spots on the fabricWe will certainly use this as a
training opportunity with our teams
We
were able to honor the request for a discount of 50% off on the chair for the
customer's time and dissatisfactionThis refund was processed on October 27,
and should appear in the customer's account within 5-business daysWe
appreciate Mrs[redacted]'s business and appreciate her patience as we work to make
this right
I
trust that the Revdex.com will find this response satisfactory and
that it will serve to close this complaint
Sincerely,
[redacted] / Corporate Communications
Alberta Drive Amherst, NY
Direct:
###-###-####
Email:[redacted]@wctny.com

Wellsville Carpet Town Inc
October 20th,
The Revdex.com
Attn:
[redacted]
Bryant
Woods South
Amherst,
NY
Re: [redacted] [redacted]
Complaint ID [redacted]
Dear [redacted]:
This letter is in response to the above referenced complaint filed by
Ms[redacted], regarding the furniture purchased at Ashley Furniture
HomeStore in Mentor, Ohio. Upon
receiving the complaint, I spoke with our Customer Care Center Manager
regarding the service on Ms[redacted]'s dining room set
Mrand Mrs[redacted] purchased a dining set containing a table, side chairs, armchairs,
buffet, and china on June 14th, from our Mentor,
OH showroomThe customer's merchandise was delivered to her home on July 16th,
2014. At the time of her delivery, the
drivers reported a dent in the bottom of the buffet, which required a
technician to repairA technician was sent out on August 8th and, after
examining all dining items, the technician reported a defect on the table
involving the skirt lining, along with a blemish on the surface of the
buffet. The technician also reported the
need for new glass shelves for the hutch and upon leveling the dining chairs,
reported one chair with a noticeable crack on the back legWe spoke to Mrs
[redacted] on August 9th and explained the items reported by the technicianShe
preferred that, rather than have the items repaired, we reorder and deliver all
items, which we did immediately thereafter.
On September 11th, 2014, the replacement furniture was
delivered, and all previously-reported insufficiencies were corrected and
confirmed acceptable by the customerWhen we spoke to Mr[redacted], he stated
that the table was in good condition but that the chairs were still wobbly and
would like for them to be reorderedPrior to delivering any dining chairs, our
local Preparation and Distribution Center assembles all chairs on a perfectly
level table ensuring that the customer will have level chairs upon deliveryIf
a customer reports that chairs are not level, it is often the customer's floor
that is not levelWe encourage the customer to loosen the bolts under the
chairs, have someone sit in the chair with care, and then tighten the bolts so
that the chair sits more level in that spot on the floorIf that chair is
moved to another spot on the floor, it may become unleveled due to shifts in
how level a floor may be
In an effort to provide excellent customer service, we opted to order
a new set of chairs for Mrand Mrs[redacted] to ensure their complete
satisfactionWe have been willing to work to resolve the customer's product
concerns by affording them the opportunity for the furniture to remain in the
home while the re-orders are in processBeyond the situation of the one chair
with the crack in the leg, there is no reason that this furniture would be
considered "unusable" as the customer suggests
At this time, the reordered chairs have been scheduled for delivery on
October 28th, During the time of delivery, we will assist the
Mrand Mrs[redacted] in leveling the chairs in their home ensuring they're not
wobblyWe will follow up with the customer after delivery to ensure everything
arrived to their expectation
We pride
ourselves on our customer service and have achieved the RevDex.com's highest rating because of our response to customer concernsI trust that the Revdex.com will find our
response to this complaint satisfactory.
Sincerely,
[redacted] / Corporate Communications

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.This proposed resolution would be 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. If this is agreed upon please indicate what we need in order to get this taken care of.  Regards,  [redacted] & [redacted]

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 complaint. Our  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 afternoon. I take issue with Ms. [redacted]'s characterization of my unwillingness and my staff's unwillingness to resolve her concerns. Nothing 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 issue. Shedescribes 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 call. Despite my best efforts to diffuse her ever escalating anger during this phone call, it became apparent that this was impossible. She continually accused both myself and my staff of doing nothing to resolve her situation. When 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 account. Ms. [redacted] chose to finance a portion of the purchase she made in November. The primary third-party finance company with whom we do business is Synchrony Financial. Synchrony 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 services. These laws are in place for a reason, whether Ms. [redacted]agrees with Synchrony's policies or not. As 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 reasoning. It 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 call. If Ms. [redacted]'s experience with the banks she deals with in her line of work is different, so be it. I 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 occur. It 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 delivered. In most cases, if mail is returned by the post office to Synchrony as undeliverable we are contacted with a request to confirm the address. We received no such request from Synchrony in this case, but we are also not in control of the operations of the U.S. Postal Service. Was 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 current. It 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 reporting. Her 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 generated. This 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 reporting. What 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  information. I 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 her. I 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 Dept. and my contact was waiting for a response from that department as confirmation that the credit bureau information hasbeen reversed. As 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 matter. Sincerely,  Kathleen [redacted] Managing Partner  Ashley HomeStores

We are prepared to offer Ms. [redacted] a full refund of her delivery charge of $69.99.  It should be noted that Ms. [redacted] has already received a reduction of $30.00 from our normal delivery charge of $99.99.  Because we are prepared to deliver a brand new replacement headboard to her, we cannot extend an additional reduction of 35% off the price of the bed.  If Ms. [redacted] would prefer to keep the headboard that was originally delivered on 08/01/15 in "as is" condition and not go through any additional disruption to have the headboard exchanged , we are willing to extend a 15% discount off the price of the bed.  This discount would total $97.63 including sales tax.  Should Ms. [redacted] chose to accept this offer, the total amount that would be refunded to her credit card would be $173.74.  Sincerely,  Kathleen Smith, Managing Partner Ashley Furniture HomeStores

Wellsville Carpet Town Inc
October 3,
Re: [redacted]
Complaint ID
[redacted]
Dear [redacted]:
Thank you for the opportunity to reply to the
claim filed by Mrs[redacted] regarding her dining room table
concerns. I have had an opportunity to review the purchase history and
service pertaining to Mrs[redacted]'s account and have spoken to our Customer
Care department to better understand what has transpired with her table purchases
and delivery
Mrs[redacted] purchased a dining room table
January 11, from our Mentor, OH locationWe delivered the table on
January 29, Almost a month later, we received a call on 02/27/
reporting that the finish on the table was flaking and bubbling wherever there
are cracksWe sent out a road technician at that time who reported that the
customer's concerns with the finish were valid in that there was small cracking
in the flats between the groovesThe technician reports that it could have
been heat damage or water damage, however, the customer stated that this was
not possible
Our Customer Care Center looked into the history
of this particular table to see if we had any concerns reported as manufacturer
defectsWe did not see any concerns with this particular table, but we did
offer the customer credit to reselect a new table
On May 21, Ms[redacted]'s new table set was
delivered, and we did not hear back from the [redacted] family until August
when Mr[redacted] called in reporting discoloration on the tableAfter
speaking with Mr[redacted], he explained that nail polish had been spilled onto
the tableWe referred him to our furniture protection company to care for his
concernsThis is customary to have the customer initiate that callWhen we
called our protection company on August 18, 2014, the company stated the
customer had not yet called to put in a claim
Mrs[redacted] failed to disclose to the Revdex.com that
the tabletop had finger nail polish spilled on it. Damage to the table
top caused as a result of spilling nail polish on it does not constitute a
manufacturing defect and therefore no repair or replacement is available under
the terms of the manufacturer's warranty. However, since the customer did
purchase a Furniture Protection Plan to cover accidents of this nature, the
claims process must be initiated by the customer in order to move forward with
any repair or replacement under the terms of that agreement. It is
up to the warranty company to determine whether to repair or authorize full
replacement
I trust that the Revdex.com will find
this response satisfactory and that it will serve to close this complaint
Sincerely,
[redacted] / Corporate Communications