Ashley Furniture Home Store a/k/a Sammy Furniture

Customer's parts have been ordered and will be inThey're on backorder but we have tried our best to speed up the processWe understand that this has taken a while but will repair the merchandise to manufacturering specificationsDue to the time, we will also compensate the customer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The store is lying in multiple ways: (1) In the store, during the purchase, the sales woman said that they couch was "all leather" and the event manager said it was "100% leather", and that was all, no caveats, no exceptions(2) Later on, on the phone, when we tried to cancel the purchase, the sales woman repeated that she said "all leather"The event manager claimed he said "100% leather everywhere you touch"No one heard him say "everywhere you touch" (not me, not my wife, not the sales woman per her words on my initial phone conversation with her)Moreover, this statement - "everywhere you touch" - is both misleading and false, because you touch the back AND the sides of the couch(3) In their response to the Revdex.com, they claim they said "100% leather EXCEPT for the back area." This is completely untrueThey never said thisThis is including the phone conversations I had with them when trying to cancel (that is, they did not even say this after the fact)They repeated multiple times on the phone that they claimed to say "100% leather everywhere you touch"They never claimed on the phone to have said "100% leather EXCEPT for the back area." I should point out that even in the response to the Revdex.com, they are incorrect: The SIDE and the back are not leatherIn fact, according to Ashley Furniture's website, only the SEATING AREA is leather (taken directly from their website, "upholstery feature top-grain leather in the seating areas with skillfully matched vinyl everywhere else.")Thus, "100% leather EXCEPT for the back area." is wrongThis is just a troubling indication that the store is changing their story as they go along to try the hide the fact that they misled and lied to usIn changing their story, though, they can't even get what areas of the couch have leather correct The general manager of the store said that all phone conversations are being recordedThus, I suggest you request these recordings and you can see that even if we take their claims on the phone at face value, then they misled us and then lied in their response to the Revdex.comMoreover, the sales representative did not inform "the customer that a set comprised of 100% leather would be much more expensive than the set he got" prior to the purchaseThey never said anything like this until my conversation on the phone with the event manager (and subsequently the general manager)This was after the purchase of the couch and only when I was trying to cancel the orderWe consider anything other than a full refund (with no cancellation fee) unacceptable since we were misled by the store Regards, [redacted]

UntrueThe sales repprovided the customer with the correct informationThe sales repinformed the customer that the merchandise was 100% leather EXCEPT for the back areaThe sales repinformed 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 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

[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

Customer's items are at the store, awaiting pick-up We do not understand why the customer wants the shipping and sales tax back It would be unfair to credit this back to the customer as we expect all customers to pay the same fees for store transfers and taxes If however, the customer really wants the refund, then she can speak to a store manager regarding this matter as such refunds are determined at the discretion of the manager

April 14, In response to the message from Sammy Furniture, dba Ashley Furniture.I need defined clarification as to what is meant by the offer of a $gift card for the extended periodDoes this mean that I will still be charged for the products in questionAt this time there is a pending authorization from February 01, in the amount of $to the new account with [redacted] ***, This account was opened when I originally purchased the two tables.My second concern is that I was told on February IS, that once my information was entered into the stores data base, I would receive a call from a store clerk and at that time I could come back into the store pay $for shipping and schedule a date for deliveryI waited until March 22, „ no phone call from anyoneI returned to the store on March and at that time was when I requested a refundIt was not until that very day that I was told by the manager, that the furniture had arrived at their warehouseI could not schedule a day for delivery at that time because I did not have the $fee for deliveryAs time went on and I contacted your office, I received a telephone call from an associate of Ashley Furniture offering me a 10% discount and I could come in and pay cash for the balance due and pick up the furniture or I could wait until after a dispute between [redacted] and them was settledI agreed to wait until the dispute had been settledI don’t know why they have a dispute with [redacted] ***, because I received a letter from [redacted] stating that they empathize with the situation regarding my purchase, they are unable to pursue a dispute with Ashley Furniture on my behalf.My question is why is the furniture now back at the store for pick up when I was offered a $discount on the shipping and never received a telephone call from the manager or the salesperson that was suppose to be entering in their data system a return of the original damaged pieces and re entering it as a delivery to my home.This is my concern, they agree or suggest to do one thing when it benefit their business and leave me the customer dissatisfied and getting the lesser of the dealI was quoted that the furniture would be delivered to my home address for a fee of $100.00, Now it is back the store for pick-up.Since they are refusing me a refund, what are my options at this point and time? Are they willing to remove the pending charge and return the furniture to their warehouse? Or offer the same discount in a different wayFirst $off the regular $fee, then a 10% discount of $and now a $gift card.Thank you,

August 6, 2014Dear [redacted] ,We are currently working with contractors to get an assessment of the damage done to the customer's homeWe will be working closely with the customer until the situation gets resolved.Best Regards, SalemCustomer Service Representative

Regardless, the zippers are not covered under the manufacturing warranty

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: They lied to us, what they showed us in the store and what we payed for is different with what they deliveredIt is just like that you buy leather and they deliver rubberYou can not tell at the first time, but it started deteriorating withing a few weeksYes they came to fix it by completely removing the fake material from the love seat and replaced it with a genuine leather but I bought a set of pieces including a sofa and a laf cornerAm I going to go through the same hustle again for something that supposed to last for at least about years? Plus, I spent gas going back and forth to the store, too much energy arguing with these rude peopleI believe that we should be compensated They need to stop these bad practices to the consumers Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 business days if I owed them money Lastly my main complaint is that I was initially told UP TO 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 business daysI will expect my check in my hand on December 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] ***

November 21, Dear [redacted] ,We have reviewed the customer’s complaintWe're currently awaiting the arrival of a part the customer says has been damagedHowever, we cannot accept a return of the merchandise as it has already been in the customer's home since the summer.Best Regards,Salem

May 19, 2015Dear [redacted] :The customer is making rather sweeping claims pertaining to our intentions with the furnitureTheir most scandalous charge is that Ashley Furniture purposely placed damaged furniture in the box to sell to customersWe're not really sure how to answerat other than to say that it’s such a 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 customerThe customer picked this merchandise, did not have it delivered, and therefore, did not pay any delivery feesConsidering 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 chargeCustomer can simply go to the store, or call customer service and let any agent know which glass was shatteredFrom there, new glass will be ordered from the manufacturer, Wehope this resolves the situationBest Regards,Salem

From: [redacted] < [redacted] >Date: Fri, Dec 5, at 5:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "[email protected]" Good Morning, Can you please ask Ashley Furniture if they will deliver a different brand new sleeper to me? Please adviseThank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The product arrived broken in the first place, and after their first attempt to fix it, over several months, it was then delivered still broken and with new/ additional damage to the leather Regards, [redacted]

The year protection plan covers any accidental damageThe issues reported are wear and tear

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the recliner is still broken Regards, [redacted]

We're not sure who this person is; upon typing in the number and address provided, I was unable to locate a customer of oursThis is probably in reference to a customer who owes money for ***The calls are certainly not coming from this company (we never make calls to collect money - all monetary disputes are taken directly with the credit card companies or through legal procedures)

[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]

From: [redacted] ***< [redacted] >Date: Mon, Dec 8, at 6:PMSubject: Re: cid [redacted] / Sammy Furniture, dba Ashley FurnitureTo: [redacted] < [redacted] >For your information, I left her a voicemail thru the store representativeOn Mon, Dec 8, at 6:PM, [redacted] *** < [redacted] > wrote: Hi [redacted] , I tried calling the Store Manager Chery R [redacted] (spelling could be wrong) many times and no one in the customer service picks upShe call me once and I missed her call for some reason and I tried to call her back and the same customer service number has no one answeringI called the store again and they mentioned that there is a note indicated that they would like to send another tech again to my place for an inspection which they have done before (and no response after the inspection visit)Could you please advise what else I can do other than calling them many times ? Thanks [redacted] On Fri, Dec 5, at 1:PM, [redacted] *** < [redacted] > wrote: Hi [redacted] I called the service centre times and waited a long time and decided to call the number again and call the store representativeThe Office Manager, Yucy, looked at my records and said she will talk to the store manager and will return my callI have email trails of the fact that I contacted them even by email on the quality of my chaise and they even sent an inspector to my placeI am surprise that Yucy who was on the phone with me only mention the issue I had with the colour and she said there was no other notesIn any case, I will update you when I have respond from them or when they return my call as she promised Thanks [redacted] On Fri, Dec 5, at 10:AM, [redacted] *** < [redacted] > wrote: alright I will call them nowthank you :) On Fri, Dec 5, at 7:AM, [redacted] < [redacted] > wrote: Yes, I would definitely call them as soon as possibleOn Fri, Dec 5, at 12:AM, [redacted] *** < [redacted] > wrote: Hi there I did not receive a response from the business Should I call them ? Apologies as I have not been reading my emails Thanks for following up This is what I expected from them as well but I am very surprise they said they never received any calls from me during the period This is very upseting Thanks *** On Tuesday, November 18, 2014, [redacted] < [redacted] > wrote: ATTN: [redacted] Did you receive the below response from the business sent to you 11-14-2014? COMPANY RESPONSE:We have recieved no calls regarding the re-occurance of the damagesWe're more than happy to look at the issue, but the customer must call the service department as soon as possible in order to have the complaint filed before the one-year manufacturing warranty expires on November 29, -- [redacted] | Trade Practice Consultant Tel: ###-###-####Fax: ###-###-####Email: [redacted] www.myRevdex.com.org | Start With Trust® Revdex.com® serving Metropolitan Washington DC and Eastern Pennsylvania® K Street NW, 10th FloorWashington, DC -----------------------------------------------------------------------------The information contained in this message is considered CONFIDENTIAL and for the intended recipient only Any unauthorized use, dissemination, or copying of this message is prohibited If you are not the intended recipient, please notify the sender immediately and delete this message