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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]
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'm still awaiting a refund of the delivery fee. I spoke with a representative at the business & was assured the delivery fee would be refunded back into my account. As of today I've yet to receive this.
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.
[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 5-10 tickets open every week is unreasonable expectation. Considering we were told we had to wait 3-4 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 $120 from this plan, as I'm only being refunded $279.99 on a $399.99 plan, and they company(cleaning company) has done nothing for us. It was advertised as a 5 year plan for $399.99 and you get it all back after 5 years if you never make a claim. Now we are getting a refund after 7 months (purchase made in May 2015) and losing 30% of what I paid. They are essentially keeping my $120 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]
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.[we still have no couch and it will 3 weeks why, was this just lies that you tell customers to get there money]Regards,[redacted]
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.
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]
They have still not refunded our account. They did pick the furniture up but as of today the money has not been put back into our account. Thank you
I have spoken with the guest. He outside his one year manufacturer's warranty. I gave him the number of the extended protection company so he could call them to see if it is something they cover.
The guest purchased the furniture in December of 2011 and there is normally just a one year warranty again manufacturer's defects on the furniture. The manufacturer did have issues with some of the durablend fabric, so they are extending the warranty on the one the came from those...
batches. The only way they can tell if it was one of those batches is from the serial number. All the furniture has a serial number on it when it leaves the warehouse. If the serial number is not on the furniture there is nothing we can do for that pieces. I have forwarded the pictures and the serial numbers for the other piece to see if was in the bad batch. Just because the sofa and loveseat where purchased at the same time doesn't mean they were manufactured at the same time since the furniture is mass produced. There are other things that can cause it to peel, such as it drying out from sun light or a guest using cleaner with alcohol in it. The extended protection only cover accidental and incidental damages. If there was not accident that happen or if it was not reported in 30 days of the incident the extended protection would cover it. I have explained all of this to the guest. I would see if I could get credit but I need the serial number to do so for that item.
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 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 delivery.
Regards,
[redacted]
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.We've contacted the only person who has called us which is [redacted] and phoned at [redacted]. That's the only contact we have received and we can't reach anyone. We have gone in circles for months, and you sell a product that you can't back up or support. This really is quite frustrating and ridiculous. Frankly, we should receive a refund for what we paid for "warranty" service due to the inability to get the services we paid for. This is exhausting trying to get warranty services for several months and just not worth the lip service but no action. Had we known this is how we would be treated, we would have purchased our furniture at one of the many other options in town.Regards,
[redacted]
I have spoke to the guest and we have scheduled the service to install the parts. I informed the guest that since it was now out of warranty we would only install the part we had ordered. She agreed to that. She also stated we had repaired the home damage. We are doing the service on 2/13.
I have left a message for the guest.. I can't find her in my system to be able to see the account..
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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]
I spoke with the guest and the he has received the refund. This is resolved.
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'm still awaiting a refund of the delivery fee. I spoke with a representative at the business & was assured the delivery fee would be refunded back into my account. As of today I've yet to receive this.
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.
[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 5-10 tickets open every week is unreasonable expectation. Considering we were told we had to wait 3-4 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 $120 from this plan, as I'm only being refunded $279.99 on a $399.99 plan, and they company(cleaning company) has done nothing for us. It was advertised as a 5 year plan for $399.99 and you get it all back after 5 years if you never make a claim. Now we are getting a refund after 7 months (purchase made in May 2015) and losing 30% of what I paid. They are essentially keeping my $120 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]
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.[we still have no couch and it will 3 weeks why, was this just lies that you tell customers to get there money]Regards,[redacted]
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.
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]
Spoke with guest. She has received the parts.
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]
They have still not refunded our account. They did pick the furniture up but as of today the money has not been put back into our account. Thank you
I have spoken with the guest. He outside his one year manufacturer's warranty. I gave him the number of the extended protection company so he could call them to see if it is something they cover.
The guest purchased the furniture in December of 2011 and there is normally just a one year warranty again manufacturer's defects on the furniture. The manufacturer did have issues with some of the durablend fabric, so they are extending the warranty on the one the came from those...
batches. The only way they can tell if it was one of those batches is from the serial number. All the furniture has a serial number on it when it leaves the warehouse. If the serial number is not on the furniture there is nothing we can do for that pieces. I have forwarded the pictures and the serial numbers for the other piece to see if was in the bad batch. Just because the sofa and loveseat where purchased at the same time doesn't mean they were manufactured at the same time since the furniture is mass produced. There are other things that can cause it to peel, such as it drying out from sun light or a guest using cleaner with alcohol in it. The extended protection only cover accidental and incidental damages. If there was not accident that happen or if it was not reported in 30 days of the incident the extended protection would cover it. I have explained all of this to the guest. I would see if I could get credit but I need the serial number to do so for that item.
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 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 delivery.
Regards,
[redacted]
 %3
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.We've contacted the only person who has called us which is [redacted] and phoned at [redacted]. That's the only contact we have received and we can't reach anyone. We have gone in circles for months, and you sell a product that you can't back up or support. This really is quite frustrating and ridiculous. Frankly, we should receive a refund for what we paid for "warranty" service due to the inability to get the services we paid for. This is exhausting trying to get warranty services for several months and just not worth the lip service but no action. Had we known this is how we would be treated, we would have purchased our furniture at one of the many other options in town.Regards,
[redacted]
We have canceled the guest order and the financing. This is resolved.
We have delivered the new TV stand. I have left message to make sure we resolve all the issues.
I have spoke to the guest and we have scheduled the service to install the parts. I informed the guest that since it was now out of warranty we would only install the part we had ordered. She agreed to that. She also stated we had repaired the home damage. We are doing the service on 2/13.