We have reordered the guest the correct chairs and we have replaced one of the damaged chairs tooWe are delivering the new chairs on 2/I will follow up with the guest after the delivery to make sure a=everything went well
The extended protection plan company is a separate company We are a third party vendor I did call the protection plan company to check the status, but they will be the ones who schedule the service and give him the claim number I am not able to see any of there files and claim information He would need to work thought them when I spoke with the protection plan company there were waiting on the gust to call them with some more information
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[we still have no couch and it will weeks why, was this just lies that you tell customers to get there money]Regards, [redacted] ***
The below information was given verbally by telephone to the Revdex.comMrs [redacted] continually called Ashley Furniture requesting updates on her furniture, she never received a return callSubsequently she made one last call to Ashley Furniture and her furniture was in store ready for delivery Mrs [redacted] originally was to pick their furniture up, and reverted back to her picking furniture up instead of deliveryMrs [redacted] has all her furniture%
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I requested that Ashley Furniture either acknowledge they lost the paperwork where I signed for the furniture that was delivered or provide a copy of the paperwork if they manage to locate itThe delivery person wrote on that paperwork that the box spring was damagedThe representative I spoke with at Ashley Furniture states they have no record of thisI would also like the delivery fee refunded to me Regards, [redacted]
I have spoken with the guest and explained that the warranty on the mattress is through the manufacturer not the store We are authorized to do the service on the mattress as a dealer Sealy has voided the warranty on the mattress due to law tags being cut off We will not be able to replace that mattress due to the manufacturer's warranty being voided She will need to work with the manufacturer for them to honor the warranty As a dealer we have to follow their guide lines on mattress'warranties
I have tried to the call the guest several times but can't ever leave a message According to the tech report He repaired all the furniture The guest signs paperwork it the time of the purchase that explains that service is the first option If we can repair to manufacturer's spec we will repair instead of replace
claim ID [redacted] and [redacted] We purchased motor driven recliners from Ashley on 9-16-with other items totaling $Part of this cost was an extended warranty at the price of $Early in November two of the chairs' motor function stopped workingWe called Ashley Furniture the middle of November to report that the chairs were disabledAshley referred us to their repair contractor, Montage Furniture Services, address [redacted] We contacted Montage ( [redacted] ) and reported our problemThey instructed us we would have to take pictures of the chairs, show prove of invoice, price paid, information on chairs, serial numbers and other information from the chairsWe took the pictures and had them developedwe sent the pictures and the other information and mailed them hard copies on 11-29-Montage called when they received the requested information and told us they would have to send out their Techperson and he would have to come to our house take pictures and check the motors and other informationWHY? It took days to get the Tech to come to our houseThe techthat came was named *** [redacted] took pictures but had no equipment to check the motors or the switches to discover the problemWHY? The tech told me he was going to order motor, switches, and power supply cord and have them mailed to our homeWhen they arrive I was to call him to repair the chairsI never heard or saw this tech againThis is when I stared my phone conversations with people at MontageI called and discussed my problem with ***, ***, ***, ***, and others about the time frame to repair these chairsThe above people told me they were waiting for the techto send information on the parts that was needed to repair the chairs(different than what the techtold me) I could get no one from Montage to take chargeAround the middle of December the third chair became disableSame systems as the other chairsI called Montage and they told me I would have to do the same with this chair as I did with the other two chairs, minus the picturesWHAT? The ordeal was the same with the first two chairsNot knowing what else I could do I went to( Ashley's Bluegrass Pkwy.) I talked to the store manager, [redacted] what was taking placeHe said it was out of his hands [redacted] took all the complaint forms I had with Montage, the papers showing when I bought the furniture, made copies and sent them to Ashley Corporation [redacted] told me I should receive a phone call from corporate in a couple of days(no phone call as of today) Some time in the first two weeks of February [redacted] , the person that handles complaints for Ashley, (###-###-####) called and talked to me about the complaint(not a pleasant call)A few days from talking to [redacted] a another techcalled and out to look at the first two chairsAt this time I had received two motors and two power cordsNo switchesThe Techwas not able to do anything because he believed we need switchesI signed a piece of paper so he could get paid for his service callHe told me he could not do any thing on the third broken chair because it was a different complaint numberHere I need to state the problem is the same with all three chairsWhen he left he said he would come out to repair the chairs when the parts are mailed to our houseNo action at all has been taking on the repair of the three chairs as of this dayMy request now is to get the chairs repaired and a refund of my extended warrantyI was led to believe I was buying extra years to cover the chairsNow I was told by Montage that the extended was to pay for labor if the chairs broke in the first five years
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I don't understand why Ashley Furniture cannot reach me all the sudden when they had no issues contacting me last weekI have not received any phone calls from them since last weekI still do not agree with Ashley Furniture's decisionRegards, [redacted]
I have spoken with the guest I agreed to allow her to reselect the matching items to the hutch and buffet I have entered the exchanges and gave the order numbers to the guest so she can go into the store to reselect I canceled the order on the bedroom set The guest was very happy with that option
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [The contact from Ashley contacted me to explain how the service plan was supposed to work The explanation was that every single time a stain is made I must called and submit a new ticket If we dont call evey time it is considered an "accumulation of stains" This is a pretty ridiculous policy because we have kids and stains can happen daily To expected me to call them every day and potentially have 5-tickets open every week is unreasonable expectation Considering we were told we had to wait 3-weeks to get the actual appointment, you have the potential to have 20+ tickets open with them at a time That being said, that is the way the protection plan works, and it can't be changed It would have been nice to have this explained by the Ashley employee who was pushing this plan down our throats when we were checking out and paying for our furniture I was told they have processed our refund on the 7th of January and I should expect it sometime this week by mail ( a check) My main issue now is that I'm losing $from this plan, as I'm only being refunded $on a $plan, and they company(cleaning company) has done nothing for us It was advertised as a year plan for $and you get it all back after years if you never make a claim Now we are getting a refund after months (purchase made in May 2015) and losing 30% of what I paid They are essentially keeping my $and have provided ZERO service to us other than a months long struggle to get anything done with our furniture I will personally never purchase anything from Ashley again and I think these "protection plans" are a scam No one is going to call this company every time a stain happens, and since they don't tell you that you have to its easy for them to just never service the plan They also delay and delay you for weeks when you try to enter a claim, so you can basically never get the service done I've been told by the Ashley contact that they will not be doing anything else regarding my complaint, but I wanted to make sure the Revdex.com knows that this "protection plan" should be looked at I know many other people who purchased these and had the same issues, so it isn't just my experience that it is a questionable product.] Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I have returned [redacted] call twice both times I had to leave a message; her message states they are having phone messages issues if you would like to email I couldI do not want to email her
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowRegards, [redacted] The person I spoke to this morning (April 2, 2015) did nothing to resolve the issue I had with their company She simply told me sorry Sorry does not fix the amount of time and money I have spent and lost because of their furniture and their service There is 100% document-able proof of my loss of over $in pay because of their failure to uphold their end of their warranty agreement (they failed to show up to fix the furniture twice and their customer service representatives told me to continue waiting for 4+ hours because if I left and they showed up late it would be my fault I did not get my couch repaired) and another 20+ hours of documented phone calls to their company over a period of months to try to get a replacement for my defective furniture I am sorry, but "I'm sorry" is not and will not ever be an acceptable response from their company They failed to uphold their end of the warranty, replacement and phone calls They promised to call me back about a dozen times and never once did they call back, I fell if I had not continued to call repeatedly I would still be waiting for a replacement from them A $check is in all honestly a slap in the face and a joke for the amount or time, money and frustration that this company has caused me and cost me
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowWe were told by a manager that delivery would take place on Friday March 20th It is now Tuesday March 24th and we have heard nothing from the company I will accept the claim when we receive the product We appreciate the offer of deliveryRegards, [redacted] %
I have been trying to reach the guest to discuss the damage to the table We keep missing each others calls
We have reordered the guest the correct chairs and we have replaced one of the damaged chairs tooWe are delivering the new chairs on 2/I will follow up with the guest after the delivery to make sure a=everything went well
The extended protection plan company is a separate company We are a third party vendor I did call the protection plan company to check the status, but they will be the ones who schedule the service and give him the claim number I am not able to see any of there files and claim information He would need to work thought them when I spoke with the protection plan company there were waiting on the gust to call them with some more information
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[we still have no couch and it will weeks why, was this just lies that you tell customers to get there money]Regards, [redacted] ***
The below information was given verbally by telephone to the Revdex.comMrs [redacted] continually called Ashley Furniture requesting updates on her furniture, she never received a return callSubsequently she made one last call to Ashley Furniture and her furniture was in store ready for delivery Mrs [redacted] originally was to pick their furniture up, and reverted back to her picking furniture up instead of deliveryMrs [redacted] has all her furniture%
I have spoken with the guest to let them know we refunded the cost of the protection plan back to the guest financing on 7/
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I requested that Ashley Furniture either acknowledge they lost the paperwork where I signed for the furniture that was delivered or provide a copy of the paperwork if they manage to locate itThe delivery person wrote on that paperwork that the box spring was damagedThe representative I spoke with at Ashley Furniture states they have no record of thisI would also like the delivery fee refunded to me Regards, [redacted]
I have spoken with the guest and explained that the warranty on the mattress is through the manufacturer not the store We are authorized to do the service on the mattress as a dealer Sealy has voided the warranty on the mattress due to law tags being cut off We will not be able to replace that mattress due to the manufacturer's warranty being voided She will need to work with the manufacturer for them to honor the warranty As a dealer we have to follow their guide lines on mattress'warranties
we have delivered the furniture we are sending someone out to level the chair I have left a message with the guest to follow up
I have left a message with the guest to discuss the issues to see if we can resolve
I have tried to the call the guest several times but can't ever leave a message According to the tech report He repaired all the furniture The guest signs paperwork it the time of the purchase that explains that service is the first option If we can repair to manufacturer's spec we will repair instead of replace
We have spoken to the guest and we are going to delivery the tables that should be here this week
claim ID [redacted] and [redacted] We purchased motor driven recliners from Ashley on 9-16-with other items totaling $Part of this cost was an extended warranty at the price of $Early in November two of the chairs' motor function stopped workingWe called Ashley Furniture the middle of November to report that the chairs were disabledAshley referred us to their repair contractor, Montage Furniture Services, address [redacted] We contacted Montage ( [redacted] ) and reported our problemThey instructed us we would have to take pictures of the chairs, show prove of invoice, price paid, information on chairs, serial numbers and other information from the chairsWe took the pictures and had them developedwe sent the pictures and the other information and mailed them hard copies on 11-29-Montage called when they received the requested information and told us they would have to send out their Techperson and he would have to come to our house take pictures and check the motors and other informationWHY? It took days to get the Tech to come to our houseThe techthat came was named *** [redacted] took pictures but had no equipment to check the motors or the switches to discover the problemWHY? The tech told me he was going to order motor, switches, and power supply cord and have them mailed to our homeWhen they arrive I was to call him to repair the chairsI never heard or saw this tech againThis is when I stared my phone conversations with people at MontageI called and discussed my problem with ***, ***, ***, ***, and others about the time frame to repair these chairsThe above people told me they were waiting for the techto send information on the parts that was needed to repair the chairs(different than what the techtold me) I could get no one from Montage to take chargeAround the middle of December the third chair became disableSame systems as the other chairsI called Montage and they told me I would have to do the same with this chair as I did with the other two chairs, minus the picturesWHAT? The ordeal was the same with the first two chairsNot knowing what else I could do I went to( Ashley's Bluegrass Pkwy.) I talked to the store manager, [redacted] what was taking placeHe said it was out of his hands [redacted] took all the complaint forms I had with Montage, the papers showing when I bought the furniture, made copies and sent them to Ashley Corporation [redacted] told me I should receive a phone call from corporate in a couple of days(no phone call as of today) Some time in the first two weeks of February [redacted] , the person that handles complaints for Ashley, (###-###-####) called and talked to me about the complaint(not a pleasant call)A few days from talking to [redacted] a another techcalled and out to look at the first two chairsAt this time I had received two motors and two power cordsNo switchesThe Techwas not able to do anything because he believed we need switchesI signed a piece of paper so he could get paid for his service callHe told me he could not do any thing on the third broken chair because it was a different complaint numberHere I need to state the problem is the same with all three chairsWhen he left he said he would come out to repair the chairs when the parts are mailed to our houseNo action at all has been taking on the repair of the three chairs as of this dayMy request now is to get the chairs repaired and a refund of my extended warrantyI was led to believe I was buying extra years to cover the chairsNow I was told by Montage that the extended was to pay for labor if the chairs broke in the first five years
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I don't understand why Ashley Furniture cannot reach me all the sudden when they had no issues contacting me last weekI have not received any phone calls from them since last weekI still do not agree with Ashley Furniture's decisionRegards, [redacted]
I have spoken with the guest I agreed to allow her to reselect the matching items to the hutch and buffet I have entered the exchanges and gave the order numbers to the guest so she can go into the store to reselect I canceled the order on the bedroom set The guest was very happy with that option
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [The contact from Ashley contacted me to explain how the service plan was supposed to work The explanation was that every single time a stain is made I must called and submit a new ticket If we dont call evey time it is considered an "accumulation of stains" This is a pretty ridiculous policy because we have kids and stains can happen daily To expected me to call them every day and potentially have 5-tickets open every week is unreasonable expectation Considering we were told we had to wait 3-weeks to get the actual appointment, you have the potential to have 20+ tickets open with them at a time That being said, that is the way the protection plan works, and it can't be changed It would have been nice to have this explained by the Ashley employee who was pushing this plan down our throats when we were checking out and paying for our furniture I was told they have processed our refund on the 7th of January and I should expect it sometime this week by mail ( a check) My main issue now is that I'm losing $from this plan, as I'm only being refunded $on a $plan, and they company(cleaning company) has done nothing for us It was advertised as a year plan for $and you get it all back after years if you never make a claim Now we are getting a refund after months (purchase made in May 2015) and losing 30% of what I paid They are essentially keeping my $and have provided ZERO service to us other than a months long struggle to get anything done with our furniture I will personally never purchase anything from Ashley again and I think these "protection plans" are a scam No one is going to call this company every time a stain happens, and since they don't tell you that you have to its easy for them to just never service the plan They also delay and delay you for weeks when you try to enter a claim, so you can basically never get the service done I've been told by the Ashley contact that they will not be doing anything else regarding my complaint, but I wanted to make sure the Revdex.com knows that this "protection plan" should be looked at I know many other people who purchased these and had the same issues, so it isn't just my experience that it is a questionable product.] Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I have returned [redacted] call twice both times I had to leave a message; her message states they are having phone messages issues if you would like to email I couldI do not want to email her
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowRegards, [redacted] The person I spoke to this morning (April 2, 2015) did nothing to resolve the issue I had with their company She simply told me sorry Sorry does not fix the amount of time and money I have spent and lost because of their furniture and their service There is 100% document-able proof of my loss of over $in pay because of their failure to uphold their end of their warranty agreement (they failed to show up to fix the furniture twice and their customer service representatives told me to continue waiting for 4+ hours because if I left and they showed up late it would be my fault I did not get my couch repaired) and another 20+ hours of documented phone calls to their company over a period of months to try to get a replacement for my defective furniture I am sorry, but "I'm sorry" is not and will not ever be an acceptable response from their company They failed to uphold their end of the warranty, replacement and phone calls They promised to call me back about a dozen times and never once did they call back, I fell if I had not continued to call repeatedly I would still be waiting for a replacement from them A $check is in all honestly a slap in the face and a joke for the amount or time, money and frustration that this company has caused me and cost me
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowWe were told by a manager that delivery would take place on Friday March 20th It is now Tuesday March 24th and we have heard nothing from the company I will accept the claim when we receive the product We appreciate the offer of deliveryRegards, [redacted] %