Ashley Furniture - Bluegrass Parkway

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]

On the 31st. of March I received one switch of the three I needed to repair the three chairs that needed repairs. I called [redacted] at Ashley and told her what I had received and what I needed. [redacted] said I would have to call Montage Services and tell them what I needed so they could send an order to her so she could order the parts. I called Montage and talked to [redacted]. Instead of asking her what I needed I ask her what Montage had ordered and what was shipped. She could not answer neither question. She ask me to tell her what I had received and what else I needed. I thought this was an unusual question that Montage did know this. [redacted] said she would order the two switches and the motor I needed. At this point [redacted] told me that they would have to send a tech out to look at the chair for complaint [redacted]. I faxed montage the information on this complaint through my church on 2-2-16. They had not taking any initiative on this complaint as of the 31st. of March. Montage has a procedure that the tech had to come to my house to look at the chair, take pictures, gather information from chairs for a work order to be produced. Same house, same chair as the other two chairs. [redacted] said she would initiate the request for a work order. She said a tech would contact us in two or three days. If not I should call her. The producer with Montage is after the tech comes and sends the information back to Montage so they could the place an order to Ashley to order necessary parts. When Ashley places the order it would be 4-6 weeks for the parts to be shipped to my house. Then I would call Montage so they could create a work order to send to the tech. The tech would called me and make an appointment within so many days to come to my house to repair the chairs. This seems to be a system that the customer has to bear to get something [redacted]e that is under warranty with Ashley and Montage. This brings me to another soar spot. At the time I purchased the furniture I purchased an extended warranty at the price of $419.99. I was led and thought an extended warranty was to give coverage after the original factor warranty had expired. I was told by [redacted] that the extended warranty was to pay the labor to repair the chairs while still under factor warranty. Why would anyone have bought a warranty like this. I could have repaired the chairs my self if I HAD THE PARTS. The total repair job would have been less than 2 hours. The $499.99 is a lot of money for the labor on this job. I feel Ashley miss led us on this warranty. I feel like Ashley sold us a warranty and if the chairs had not broke before the five year factory warranty ran out I feel like Ashley stiffed me for the warranty. [redacted] told me this is the way the warranty worked and I would have no extended warranty once the three chairs are repaired. How could an extended warranty no give coverage beyond the factory warranty? If Ashley is selling warranties to the people that by their furniture I feel they are miss leading the public. This seems to be a little bit shady and above the law. I will check this out. I will forward this to the manager at Ashley store 1 attn. [redacted].

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

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 week. I have not received any phone calls from them since last week. I still do not agree with Ashley Furniture's decision. Regards,[redacted]

We have spoken to the guest and we are going to delivery the tables that should be here this week.

Spoke to the guest.  Service was out this morning.  He is ordering the parts needed to repair the chairs.  I assured the guest we are not going to leave her with defective chairs.  I will continue to follow up with the guest.

We canceled the order on 1/31.  I left a message for the guest to verify they have received the refund.

Spoke to guest.  She has received one of the refund and the other one was processed on 2/14. She should receive it any day.

I have left a message for discuss..  We are sending a tech out to look at the damage on the floor..

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.

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 below.
Regards,
[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 $300 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 3 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 $100 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.

I have spoken with the guest.  We just did a courtesy service.  We are going to do one more courtesy repair to install the remaining parts he has in his home.

I have been working with this guest to resolve their issues.  I have received the pictures of the damaged foundation.  I have left a message to discuss options.

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]

I have spoken with the guest and we delivered the sofa on 5/22.  I left a message with the guest this morning to follow up on the delivery.

I have emailed the guest for contact information. I can't find him in our system..

The guest purchased in November and we have a no return policy.  We will not be able to cancel the extended protection plan.  You do get a rebate on the cost of the protection plan in the form of an in store credit to be used on a purchased on $500 or over at the end the five years.  The $100 refund he agreed to was processed back to the financing on 4/5.

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]
 
 
 We FINALLY received the furniture.  I'm not sure what their response is in regards to leveling out a chair???  We received the table(which is in fine condition)  the 8 chairs are another story.  4 of the 8 chairs are in POOR condition, with several of them being already used chairs!  We didn't pay for used furniture---so I expect new furniture.  There were markings on the bottom of the chair legs where someone already had attached floor protectors on at some point and removed.  One chair has split wood that we immediately called about within 15 mins of the delivery people left.  Several chairs look severely worn.  Plus I've never received a  phone call from the owner of this branch.  The reason I wanted an apology from the owner, is so that he/she is aware of the poor service for this location.   
As of today, this issue is still on going and not resolved.  We still have yet to receive what we ordered....This is the worst company I've ever had to deal with.