Ashley Furniture Home Store a/k/a Sammy Furniture

We do not sell individual parts because we do not manufacture any furniture. We sell furniture wholesale and although we do provide individual parts for customers who have purchased from us and whose furniture needs those individual parts due to damages, we only do so because the manufacturers...

provide us with those parts per order.

Customer refused the chair during the initial pick up; upon exmaination the store found no damages to the chair. The customer since disputed various charges. There's nothing more to add, other than the customer was not charged for the chair since it was canceled after the customer refused it initially. The customer still has the sofa.

We apologize if the customer felt that there was a lack of customer service after their purchase. Unfortunately, some items take a while to come in after the order has been placed. This is because these items have to ship from other factories. While we try to speed up the process as quickly as...

possible, sometimes items take long to come in. The customer had recieved their delivery of their merchandise. We hope the customer can now enjoy their new set.

[To assist us in bringing this matter to a...

close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
If they had called and left a message saying they would have sent out a Service Technician to service our merchandise. I would have immediately responded because the whole reason I contacted them is to have my couch, looked at and fixed. I would have never rejected or not return their call. 
Regards,
[redacted]

Customer's parts have been ordered and will be in. They're on backorder but we have tried our best to speed up the process. We understand that this has taken a while but will repair the merchandise to manufacturering specifications. Due to the time, we will also compensate the customer.

[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.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Here is a link to the product I have: https://www.ashleyfurniturehomestore.com[redacted]/
Please let me know how I can purchase the dresser knobs.
Thank you.
[
 
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 is satisfactory to me. 
Regards,
[redacted]

We sincerely apologize for the lack of follow up on the part of the store. I do not see *any* notes that refer to damage claims. This is no fault of the customer, however. I will open a formal complaint now regarding the damages as described here. For future reference, please contact me directly...

at [redacted]@regencyfurniture.biz and I will assist you regarding this issue.

We will contact the Service Department and have them expedite a response to the customer. We apologize for any inconvenience with regards to the wait times.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If...

no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 The zipper CANNOT be fixed by manually adjusting it.  A metal part fell off and cannot be put back on as it BROKE.  I have included photos that I took and sent it to a representative already and mentioned the part that is missing and broken.  I can include pictures as to where the part is missing to the Revdex.com so they can see this.  The arm needs a NEW ZIPPER.  I do not have the equipment to fix it with or the parts.
Regards,
[redacted]

Untrue. The sales rep. provided the customer with the correct information. The sales rep. informed the customer that the merchandise was 100% leather EXCEPT for the back area. The sales rep. informed the customer that a set comprised of 100% leather would be much more expensive than the set he...

got (which is still also comprised of mostly leather). The customer signed a sales contract as part of a liquidation sale which specified that "ALL SALES ARE FINAL." Even then, the manager of the store was willing to allow the customer to cancel, but not without the standard 30% cancelation fee that we have during normal operating days.

We have no record of this customer.  It's possible that this customer purchased at another Ashley Furniture store located on the West Coast.  We are located only on the East Coast.  Please be advised that Ashley Furniture franchises its stores.  Please take this complaint off our...

record as it is not related to us.

May 19, 2015Dear [redacted]:The customer is making rather sweeping claims pertaining to our intentions with the furniture. Their most scandalous charge is that Ashley Furniture purposely placed damaged furniture in the box to sell to customers. We're not really sure how...

to answerat other than to say that it’s such a false charge that it’s actually comical.Regarding the kerfuffle with the pick up fees, we will absolutely not pick up the merchandise on behalf of the customer. The customer picked this merchandise, did not have it delivered, and therefore, did not pay any delivery fees. Considering the customerdid not competently inspect the merchandise they picked up, and considering we’re going to give them the benefit of doubt in assuming they didn’t damage the glass upon transportation, we don’t feel any obligation to pick up the glass – for free.The customer is more than welcome to pick up a new glass set – which we’ll be more than happy to order free of charge. Customer can simply go to the store, or call customer service and let any agent know which glass was shattered. From there, new glass will be ordered from the manufacturer,
We. hope this resolves the situation.
Best Regards,Salem

Date of service is scheduled for 5/17

We apologize for the issues pertaining to the customer's order. We have tried to replace and service the merchandise and will continue to make attempts at addressing any issues pertaining to damaged merchandise until the furniture is damage-free.

[To assist us...

in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
My complaint is that their policy is poor customer service.  Additionally, they wouldn't expect to wait 21 business days if I owed them money.  Lastly my main complaint is that I was initially told UP TO 21 business days.  Upon a follow up call with Eloise from their customer service - who was very rude - I was told my refund would be held and I would not receive until 21 business days.
I will expect my check in my hand on December 3.  Of course I am required to drive to their store to pick it up and I'm sure I won't receive a call to notify me it's in.
Regards,
[redacted]

Complaint has been noted - we have been keeping track of relevant complaints within the past few months in order to make sure we can locate problems that need to be addressed within our corporate structure in order to insure customer satisfaction.

[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 is satisfactory to me. 
Regards,
[redacted]

Customer is scheduled for another delivery on 3/21 to exchange the damaged item. The customer was never told to go to the store to pick up the merchandise - that was merely a suggestion given after the customer expressed disatisfaction in the long wait time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  It is truly unsatisfactory that I had to elevate this issue to the Revdex.com and to the ** Consumer Protection Agency in order to get the business to do the right thing and in order to force them to correct manners in an ethical manner.  The business, Ashley Furniture Homestore, is conducting business in a manner that skirts the edges of laws enacted to protect consumers.  They should be looked at thoroughly to ensure that they are not doing to other consumers what they tried to do to us.Thanks! 
Regards,
[redacted]