Ashley Furniture - Bowling Green

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 agreed to allow the guest to reselect due to a manufacturing issue.  When we went to exchange the furniture it was soaked with urine.  For health reason will not pick up furniture that has urine all over it.  We consider that abuse and they voids...

the warranty.  The guest did purchases the extended warranty that cover accidental and incidental issues with the furniture.  However since the urine was on all the furniture they considered it an accumulation of stain and since he let the pet in the room several times to urinate on the furniture it is now consider a behavioral problem not an accident.

[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]
I have send the escalator Manager on duty for the furniture pictures she gave me her email !

Thank you for contacting Ashley Furniture regarding Mr. [redacted]. Our pick up policy offers each guest the option to open and inspect at time of pick-up because if there are issues once you get home you must bring back the defective items. We have offered Mr. [redacted] a courtesy delivery on the defective...

items.

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]
I accepted the action that they would need to wait to review the tech's report to discuss my options.  I received a telephone message on September 2, 2016, stating that the tech said he fixed the couch to standards.The couch is not to my standards.  It is still uneven at the top (one side is lower than the other) and the stitching and seams do not match or align. The new foam he put in the seat just made one seat higher than the other.  Therefore, my complaint is not resolved with Ashley furniture.  I was called by someone from the response team, and I was told that they would promise that I would be satisfied.

I  have spoken with the guest.  She is going to email me pictures of the sectional.  Per our tech report the sectional is up to tech.  She even ask the tech to back her up so she could get a refund.  If the sectional is up to tech there is nothing we can do.  I will reach back out to her once I have seen the pictures.

I have left a message to discuss and explain the warranty and protection plan.  There is only a 1 year warranty on the furniture and the protection plan doesn't cover normal wear.  It only covers accidental damage.  This was delivered in 2011 it is out of by 3 1/2 years.

Spoke with guest..  They were made aware at the time of purchase that all sales are final once the furniture is delivered.    [redacted] actually initialed the paper work that states that.  I also explained to the guest that the furniture on the floor had been broken in...

and their furniture hadn't that is why the cushion was higher and firmer.  If the furniture was defective we could send out service but we don't have a comfort guarantee..    As far as the delivery it was clearly started on the paperwork the cost of the delivery..

Please see the notes below from the tech report.  1 - ADDED POLYFILL TO COMPRESSING LSF INSIDE BACK - INSTALLED NEW LSF CHAISEPADDING TO COMPLETE**NOTE: CUSTOMER IS OVERLY PARTICULAR AND POINTED OUT MANY MORE THINGS THEYDONT LIKE - THIS PIECE IS UP TO MANUFACTURER STANDARDS - THIS IS A CUSTOMERPERCEPTION ISSUE - CUSTOMER REQUESTED THAT TECHNICIAN "BACK HER UP" AND THATSHE JUST WANTS HER MONEY BACK**We can't do anything else since the tech states it is up to specs.

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

I have spoken with the guest and explained that the extended warranty only covers accidental and incidental issues..  It doesn't cover normal wear..  The furniture was purchased in 2014 and there is just a one year manufacturer's warranty on the furniture.  I did ask her to send me...

pictures of the issues and the serial number so I can see if there are any options..

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]

I have left a message for the guest to see with option we have to resolve

Response:
COMPLAINT ID:[redacted] The customer did not request to cancel the order until all the pieces were actually here at our DC. At this time they were given a delivery date that they said they could not take the furniture on. They do not live in [redacted] and we only go to their area one...

day a week. They then told us they wanted it on a certain day and if we could not do that then they wanted to cancel. I explained we could not make that happen because we do not go anywhere near their home on the day they wanted. At that time I offered them a credit to their account to keep the sale and try for a different week. When they called back to say that would not work I then explained the 10% restocking fee policy that they signed when they originally placed the order. They said they would not pay it. I reached out to see if I could get it waved. When the guest called back asking about the refund I told her the amount of the refund was for the full amount. I sent her a copy of the refund request I had sent in to our corporate office and told her when she should expect it. I also told her to call me if she did not receive it within the time frame I gave her. The following week I received a call from their lawyer and I informed him they were not charge a restocking fee.

I have left a message for the guest to discuss the issues.