The guest ordered the W100-02 and that is what was picked up by her moving company. The W100-02 normally comes with stones and crystals but her only had the crystals. We have ordered the stones and Shipped them to her. According to the parts department she has received them. I tried to call her but couldn't leave a message.
I have spoken to the guest. The furniture was scheduled to arrive the week of 11/23. It is going to be later. It should be arriving the first thing next week and we will call the guest to deliver to her home. I apologized and I am refunding the delivery for the...
The refund was processed on 9/1. I tried to call him that day to let him know, but I couldn't leave a message. I have also left messages on 9/9 and today to confirm that he received it, but he has not returned my call.
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.
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.Obviously my issue regarding my furniture delivery has not been resolved or I wouldn't have contacted the Revdex.com due to no one returning my calls from customer service. I still have scratches and dents in my brand new furniture and a drawer in the storage rails of the bed that does not glide properly. I have no evidence of a phone call back from anyone with customer service and have the phone records to prove it. I either need another tech to come out to my house and fully repair all of the damages to my furniture or I need a replacement, which is what was recommended by the tech that came to try to repair the damage on January 27th.
Regards,
[redacted]
I have explained to the guest that the warranty is through Sealy and the they must have the law tags to identify the mattress. Sealy will not honor the warranty and so can't replace the mattress. If Sealy agrees to replace the mattress without the law tags then we would exchange but they won't. I have tried to call the guest back to explain this again the number sound like it is going to a faxes machine.
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.
This is a bold face lie. I have never talked to anyone in weeks. I have no missed calls either, the last person I spoke to told me that they would try to get some compensation for my troubles and I haven't heard anything since, this company is full of lies and deceit, it's disgusting.
Regards,
[redacted]
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.
After a few attempts,contact was made with [redacted] at Ashley's Furniture. A pick up date of Thursday, December 10 was scheduled (time of pick up hasn't been set yet) and [redacted] advised our account would be credited a few days after the pick up. We are satisfied with the proposed action, however due to the experience we've had thus far with Ashley's Furniture and the company representatives honoring with they say, we will not be fully satisfied until all the furniture is picked up from our home and a full refund is credited back in our account.Regards,[redacted]
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]How is it possible that Ashley Furniture has it documented that my issues were resolved via tech when I've had to call numerous times since they've been to my house to explain my situation and ask when I will be receiving my replacement furniture? I was told by the tech that some of our furniture would have to be replaced/exchanged because it was beyond his repairing capabilities. Such as the dents in my bedframe and a drawer that doesn't glide and gets stuck. Each time I call customer service a representative takes all my information and I am told to expect a call back from someone but never do. I would expect not only a returned call, but to not to have to explain myself every time. Unless someone isn't doing their job at the time of my call by taking down all of the info I provide them about the situation. One of the times I called I was even told I would be getting a call back from a supervisor before the end of the business day and never heard from anyone.
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 could. I do not want to email her.
Ashley furniture came out yesterday to repair the 4 damaged chairs. They now look better than the other 4 chairs? I don't understand how they were able to get the replacements so fast, when we had to wait so long to get the chairs in the first place? Did they pull these chairs from someone elses order? Anyways, this has been a horrible experience. Everyone I have talked to, since placing our order, has raised eyebrows and recommended we cancel the order and order from a Corporate owned store instead. I would still not consider this resolved until either the regional manager / owner of this locally owned store call me to apologize for the issues encountered, because they need to know what type of store and reputation they have in Louisville. I'm willing to bet they have no clue. I can't believe how many times I was lied to by different employees at this local store, customer service reps/receptionists who couldn't care less and are only there to draw a check. I was really disappointed and really this will continue until either their management changes or personnel is changed... The only time I started to get call backs and people starting to try to help was when I opened the complaint with the Revdex.com. It should have never had to come to that though, right?
Warm regards,
claim ID [redacted] and [redacted]We purchased 3 motor driven recliners from Ashley on...
9-16-2011 with other items totaling $5501.27. Part of this cost was an extended warranty at the price of $419.99. Early in November two of the chairs' motor function stopped working. We called Ashley Furniture the middle of November to report that the chairs were disabled. Ashley referred us to their repair contractor, Montage Furniture Services, address [redacted] We contacted Montage ([redacted]) and reported our problem. They 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 chairs. We took the pictures and had them developed. we sent the pictures and the other information and mailed them hard copies on 11-29-16. Montage called when they received the requested information and told us they would have to send out their Tech. person and he would have to come to our house take pictures and check the motors and other information. WHY? It took days to get the Tech to come to our house. The tech. that came was named [redacted] took pictures but had no equipment to check the motors or the switches to discover the problem. WHY? The tech told me he was going to order motor, switches, and power supply cord and have them mailed to our home. When they arrive I was to call him to repair the chairs. I never heard or saw this tech again. This is when I stared my phone conversations with people at Montage. I called and discussed my problem with [redacted], and others about the time frame to repair these chairs. The above people told me they were waiting for the tech. to send information on the parts that was needed to repair the chairs. (different than what the tech. told me) I could get no one from Montage to take charge. Around the middle of December the third chair became disable. Same systems as the other chairs. I 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 pictures. WHAT? The ordeal was the same with the first two chairs. Not knowing what else I could do I went to( Ashley's 11521 Bluegrass Pkwy.) I talked to the store manager, [redacted] what was taking place. He 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 tech. called and out to look at the first two chairs. At this time I had received two motors and two power cords. No switches. The Tech. was not able to do anything because he believed we need switches. I signed a piece of paper so he could get paid for his service call. He told me he could not do any thing on the third broken chair because it was a different complaint number. Here I need to state the problem is the same with all three chairs. When he left he said he would come out to repair the chairs when the parts are mailed to our house. No action at all has been taking on the repair of the three chairs as of this day. My request now is to get the chairs repaired and a refund of my extended warranty. I was led to believe I was buying extra years to cover the chairs. Now I was told by Montage that the extended was to pay for labor if the chairs broke in the first five years.
The guest ordered the W100-02 and that is what was picked up by her moving company. The W100-02 normally comes with stones and crystals but her only had the crystals. We have ordered the stones and Shipped them to her. According to the parts department she has received them. I tried to call her but couldn't leave a message.
I have spoken to the guest. The furniture was scheduled to arrive the week of 11/23. It is going to be later. It should be arriving the first thing next week and we will call the guest to deliver to her home. I apologized and I am refunding the delivery for the...
inconveniences. He was fine with that.
we have canceled the guest order. We are refunding them. I have left a message to make sure he has received the refund.
The refund was processed on 9/1. I tried to call him that day to let him know, but I couldn't leave a message. I have also left messages on 9/9 and today to confirm that he received it, but he has not returned my call.
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.
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.Obviously my issue regarding my furniture delivery has not been resolved or I wouldn't have contacted the Revdex.com due to no one returning my calls from customer service. I still have scratches and dents in my brand new furniture and a drawer in the storage rails of the bed that does not glide properly. I have no evidence of a phone call back from anyone with customer service and have the phone records to prove it. I either need another tech to come out to my house and fully repair all of the damages to my furniture or I need a replacement, which is what was recommended by the tech that came to try to repair the damage on January 27th.
Regards,
[redacted]
I have explained to the guest that the warranty is through Sealy and the they must have the law tags to identify the mattress. Sealy will not honor the warranty and so can't replace the mattress. If Sealy agrees to replace the mattress without the law tags then we would exchange but they won't. I have tried to call the guest back to explain this again the number sound like it is going to a faxes machine.
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.
This is a bold face lie. I have never talked to anyone in weeks. I have no missed calls either, the last person I spoke to told me that they would try to get some compensation for my troubles and I haven't heard anything since, this company is full of lies and deceit, it's disgusting.
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]
 %3
I have left a message with the guest to discuss options..
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.
After a few attempts,contact was made with [redacted] at Ashley's Furniture. A pick up date of Thursday, December 10 was scheduled (time of pick up hasn't been set yet) and [redacted] advised our account would be credited a few days after the pick up. We are satisfied with the proposed action, however due to the experience we've had thus far with Ashley's Furniture and the company representatives honoring with they say, we will not be fully satisfied until all the furniture is picked up from our home and a full refund is credited back in our account.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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]How is it possible that Ashley Furniture has it documented that my issues were resolved via tech when I've had to call numerous times since they've been to my house to explain my situation and ask when I will be receiving my replacement furniture? I was told by the tech that some of our furniture would have to be replaced/exchanged because it was beyond his repairing capabilities. Such as the dents in my bedframe and a drawer that doesn't glide and gets stuck. Each time I call customer service a representative takes all my information and I am told to expect a call back from someone but never do. I would expect not only a returned call, but to not to have to explain myself every time. Unless someone isn't doing their job at the time of my call by taking down all of the info I provide them about the situation. One of the times I called I was even told I would be getting a call back from a supervisor before the end of the business day and never heard from anyone.
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 could. I do not want to email her.
Ashley furniture came out yesterday to repair the 4 damaged chairs. They now look better than the other 4 chairs? I don't understand how they were able to get the replacements so fast, when we had to wait so long to get the chairs in the first place? Did they pull these chairs from someone elses order? Anyways, this has been a horrible experience. Everyone I have talked to, since placing our order, has raised eyebrows and recommended we cancel the order and order from a Corporate owned store instead. I would still not consider this resolved until either the regional manager / owner of this locally owned store call me to apologize for the issues encountered, because they need to know what type of store and reputation they have in Louisville. I'm willing to bet they have no clue. I can't believe how many times I was lied to by different employees at this local store, customer service reps/receptionists who couldn't care less and are only there to draw a check. I was really disappointed and really this will continue until either their management changes or personnel is changed... The only time I started to get call backs and people starting to try to help was when I opened the complaint with the Revdex.com. It should have never had to come to that though, right?
Warm regards,
[redacted]
I have left a message with the guest to call. We have delivered everything but the ottoman and I will scheduled that once I have spoken with him.
I left a message for the guest to call me to resolve.
I have tried to call the guest to reschedule the delivery. I left a message.
I Have spoken with the guest. We have delivered the furniture. We are going to allow him to reselect a chest that didn't fit in the room.
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.
<!--[if !vml]--><!--[endif]-->
[redacted] | Guest Response Manager
<!--[if...
!vml]--><!--[endif]-->
11521 Bluegrass Pkwy |Louisville, KY 40299] | ###-###-####
claim ID [redacted] and [redacted]We purchased 3 motor driven recliners from Ashley on...
9-16-2011 with other items totaling $5501.27. Part of this cost was an extended warranty at the price of $419.99. Early in November two of the chairs' motor function stopped working. We called Ashley Furniture the middle of November to report that the chairs were disabled. Ashley referred us to their repair contractor, Montage Furniture Services, address [redacted] We contacted Montage ([redacted]) and reported our problem. They 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 chairs. We took the pictures and had them developed. we sent the pictures and the other information and mailed them hard copies on 11-29-16. Montage called when they received the requested information and told us they would have to send out their Tech. person and he would have to come to our house take pictures and check the motors and other information. WHY? It took days to get the Tech to come to our house. The tech. that came was named [redacted] took pictures but had no equipment to check the motors or the switches to discover the problem. WHY? The tech told me he was going to order motor, switches, and power supply cord and have them mailed to our home. When they arrive I was to call him to repair the chairs. I never heard or saw this tech again. This is when I stared my phone conversations with people at Montage. I called and discussed my problem with [redacted], and others about the time frame to repair these chairs. The above people told me they were waiting for the tech. to send information on the parts that was needed to repair the chairs. (different than what the tech. told me) I could get no one from Montage to take charge. Around the middle of December the third chair became disable. Same systems as the other chairs. I 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 pictures. WHAT? The ordeal was the same with the first two chairs. Not knowing what else I could do I went to( Ashley's 11521 Bluegrass Pkwy.) I talked to the store manager, [redacted] what was taking place. He 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 tech. called and out to look at the first two chairs. At this time I had received two motors and two power cords. No switches. The Tech. was not able to do anything because he believed we need switches. I signed a piece of paper so he could get paid for his service call. He told me he could not do any thing on the third broken chair because it was a different complaint number. Here I need to state the problem is the same with all three chairs. When he left he said he would come out to repair the chairs when the parts are mailed to our house. No action at all has been taking on the repair of the three chairs as of this day. My request now is to get the chairs repaired and a refund of my extended warranty. I was led to believe I was buying extra years to cover the chairs. Now I was told by Montage that the extended was to pay for labor if the chairs broke in the first five years.