Ashley Furniture - Bluegrass Parkway

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 am writing to let you know how we have been treated since our items have been delivered. It started with the tv stand we ordered being delivered on 8/16 and everything seemed fine but when my husband went to place the shelves in the stand it  was put together wrong and so the shelves don't fit in properly. once we notified Ashley furniture they said they would replace it on 8/26 which we were fine with. In the meantime the bed we ordered was delivered on Saturday 8/20. They told us they would be at our house between 1-4 pm. We stayed home all day waiting only for them to arrive at 8:30 pm. That is unacceptable! In further the bed was put together so fast that after they left and we were checking it out it also is put together improperly to where the trundle under the bed doesn't fit properly. Then today 8/26 we had made arrangements for someone to be at our house for the exchange of the tv stand, only to be called by Ashley furniture and told that it will not be coming today because they damaged our replacement and could not give me a day when we could expect a new! again this is unacceptable!

I have left messages for the guest.  I still have not received any calls back.  I will follow up if I hear back from the guest. 
 
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[redacted] | Guest Response Manager
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11521 Bluegrass Pkwy |Louisville, KY 40299] | ###-###-####

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]
 
 
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I just spoke to our Customer, [redacted]. [redacted] is his daughter who lies in St. Louis. He knew nothing about the complaint. Since [redacted] is not the customer, will this count against us. We have delivered the sofa and refunded the delivery fee.

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 am not satisfied with Ashley Furniture's response. I talked with the manufacturer (Sealy) again late Friday (10-16-15) afternoon and they stated since Sealy is contracted with Ashley Furniture there is nothing Sealy can do for me that I needed to deal directly with the retailer (Ashley) on getting a new mattress. I am highly frustrated that Ashley Furniture continues to "pass the buck" and not address my needs for a new mattress. The Sealy customer service rep ([redacted]) even stated Ashley Furniture knows they should not be sending the customer to Sealy for any warranty issues. She even stated that if Ashley Furniture did not replace my mattress, it was Ashley Furniture making the decision because they did not want to take "a loss"!  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,
I stillI still need to be reimbursed for the warranty I paid for in order to be made whole
[redacted]

Spoke to guest. We have delivered the furniture. We are sending him a $200 gift card for the inconveniences.

I have spoken with the guest to let them know we refunded the cost of the protection plan back to the guest financing on 7/27.

I have left a message for the guest to call me to discuss options.

This company delivered the two new tables to replace the defective ones on 3/11.  One is fine but the other has an issue.  It is currently on order and scheduled to deliver to...

me on 3/31.  Service came and inspected my couches that I have a warranty issue with.  I have not heard back from them and they were at my house on 3/11.  I think they are ordering parts to replace it, but nobody has called to tell me that.  After my complain [redacted] is who I have been working with and she is doing what she can to resolve my issues.  She doesn't have the ability to see what is going on with the couches so she has asked someone from that department to call me.
Revdex.com:
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]
 
 
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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 spoken with the guest.  We have already canceled the entire order and we didn't charge her the cancellation fee..

The guest purchased an extended 5 year protection plan again accidental and incidental damages.  There is a one year manufacturer's warranty again manufacturing defects for parts and labor.  The mechanism part has a 5 year warranty on the part but not the labor, since the guest purchased the protection plan that will cover the cost of the labor on installing the mech.  The extended protection plan is through Montage and I have no control over Montage techs.  The guest is out of the one year warranty that is why he has to go through Montage.  I have tried to explain that to the guest.

I have spoken with the guest.  We have refunded him for all the items he returned except the extended protection plan.  I am refunding it today.  Depending were the finance company is in their billing cycle it could take up to 30 day for the refund to reflect on the bill.  The guest is aware of that.

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.
Ashley Furniture has rejected my request for a refund and return on the defective furniture that they delivered damaged four times. Their "reselect" option forces me to return to their store and purchase NOT choose another set of furniture a set that I neither want or require from them If I dont choose another set they will not allow a return of the defective set this is not an amicable resolution  but one that is being forced down my throat I will never purchase another stick of their merchandise after this disgraceful lack of customer appreciation and service Regards,[redacted]

I am sorry.  I thought I responded to this one.  I have spoken with the guest and we did a partial delivery on 8/19.  The only thing last to deliver is one table.  It will arrive in the DC around 9/9.  I have left a message for the guest to schedule the last table for...

delivery.

Spoke with guest..  We have the service rescheduled for 1/31

We have attempted to redeliver the bed but the footboard was damaged.  I spoke to the guest yesterday and we are reordering the footboard and will redeliver once it has arrived.

Spoke to the guest. We are refunding $375 for the inconvenience and the delivery is scheduled for 2/21.

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 it. The delivery person wrote on that paperwork that the box spring was damaged. The representative I spoke with at Ashley Furniture states they have no record of this. I would also like the delivery fee refunded to me. 
Regards,
[redacted]