Ashley Furniture Home Store a/k/a Sammy Furniture

Customer's item has been repaired to manufacturing specificationsCustomer will have $79,subtracted from delivery fee due to troubles

I contacted the customer to address his concerns about the furniture delivery process. The customer's concerns were regarding structural issues that allowed for misinformation about delivery times of furniture to occur. I assured the customer that though we have not yet put mechanisms
in place to insure that such situations do not occur again, we are working on addressing the issues by reorganizing our system to give us more accurate times for when ordered furniture would be delivered. I offered the customer a $gift card as compensation for the time it took for his furniture to arrive. We hope that the customer is satisfied with this result and look forward to reorganizing our structure in order to reduce instances like this from occurring in the future

During the initial purchase, the store ran out of this nightstand from their stock and therefore had to order a new one. The nightstand ordered was the exact one that the customer purchased and should match his set. It is the *** Nighstand, SKU number ***. We ordered
another one that arrived on the 24th. It is ready to be picked up

That's untrue; the customer's own invoice has an entire section on returns and cancelation policyIt's located on the backOtherwise, we are completely willing to forgo those initial policies and cancel the merchandiseHowever, there will be a cancelation fee

We apologize for the delay in getting the proper items to the customer. The customer did in fact receive completely new items. Unfortunately, due to a problem with the manufacturer, the ottoman did not come with legs. We wish the customer would have informed us of this during the
time of delivery, as we implore all of our customers to check all merchandise before signing any paperwork so that should problems arise, we'd be able to assist them in a timely fashion. Unfortunately, this was not the case. In any case, we've ordered the parts from the Ashley headquarters and are awaiting on the parts arrival to the customer's home. This has been taking a while, but we've made every effort possible to contact Ashley - on multiple occasions - in order to try to see if they can go about shipping the merchandise quicker.We look forward to resolving this matter, as it does not do us any good to have a customer waiting for their furniture for no reason. Ideally, the customer should have all of their merchandise by now and enjoying it. We apologize that that's not the case right now and are doing everything we can to speed up the process

We apologize for any miscommunication that's occurredCustomers can cancel merchandise without accruing any penalties in the following ways:Customers can cancel before 72-hours. Customers can cancel if the furniture takes over weeks to come in (unless special-order
items).The restocking fee is due to it having already been orderedThe merchandise was ordered specifically for the customer and so once it's ordered and the store, which has a minimal space for furniture, has to figure out a way to use up space for itThus, the fee.That said, the furniture has arrived and is ready to be deliveredThe furniture arrived well-within the 2-week period

[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: ***
I am rejecting this response because: on 3/14/I received a call from *** on behalf of the Board of Directors. I was offerred the $100.00, which I accepted. This amount was to be credited to my checking account. She was going to contact the *** store to have them make the transaction but, of course, to date this has not happened
Regards,
*** ***

Greetings,
The email has been received on my hand - however, I cannot speak for the managementI will check up with them once the winter holiday season is over and they are back in the officeOtherwise, as of now, our answer regarding the aforementioned issues remains the same

At this point, the store will not replace the merchandise because it's been at the customer's home for a few years now. Customer can call their warranty to see if the warranty company is willin to repair/replace merchandise

We apologize for the delayWe're not holding customer's money as "punishment." The business day policy has been part of company policy since we first opened the storeCustomer WILL recieve their refund within the specified time frame as indicated on their bill of laden

Stay away!! I was so impressed with our sales person last month-THEN moved into town, scheduled delivery for today--one piece of furniture was missingI called the store and was told that nothing could be done until the truck was back and the warehouse saw it missingThen the delivery men started to put the mattress & box spring on the wooden bed frame purchased and it was the wrong sizeI have spoken to dispatch, customer service and the store manager---NO ANSWERSThey are more concerned how this happened than how I am going to sleep tonightHmmm, really? I don't care if the mattress was scanned wrong or the factory put the wrong serial number on it, I just want the right size mattress to fit the bed I bought from themI'm tired of excuses, Their lack of respect for their customers is embarrassing and inexcusableI wish I could do more to them than just write this review

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Since the merchandise has taken over eight weeks to arrive, the customer is certainly entitled to a refundWe apologize for the delayOnce the merchandise is ordered, it takes 2-weeks to arrive on average,Unfortunately, in this case it has taken longerThe furniture is scheduled to arrive in
April but we completely understand if the customer does not want to wait that long and would like a refundIn order to initiate the refund the customer would have to go to the store with the card used during the purchaseThe rest of the financing will be canceled

[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: ***
I am rejecting this response because: The response I received from the business doesn't make senseIf I was contacted by the business and was told "a tech would come out and fix my merchandise for free" why would I reject/turn that down? I was never contacted/communicated by anyone from the business to establish a time to fix my couchBusiness states I was contacted but this is false, if I was contacted this matter would have been resolved months ago I also want the business to make right, I have been given the run around and don't find it necessary to make an appeal to the board of directors
Regards,
*** ***

the customer was refunded for the entire amount as of February 6, 2015.Best Regards, Salem

This is not a manufacturing defectTherefore, we will not send a technician to repairThe zipper is caught between fabric and can be corrected with a slight adjustment

The customer's complaints have been noted; however, the customer must go into the store to speak with a store manager regarding a refund for the items she's returned. As it stands, we have a policy where if items do not fit, we cannot be held responsible. If in this case, the
customer is adamant that she was told otherwise by a sales representative, then we are willing to take the responsibility and give her a refund for the items she's returned. However, this must be initiated through a sales person

Please send an email to ***@regencyfurniture.biz with the name, invoice number/telephone number on the account

[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: ***
I am rejecting this response because:
Regards,
*** ***
Regarding the validity of the sales rep's claim. We apologize if the customer felt misled, however, the customtomer has had access to the furniture specifications provided on each piece. All furniture contain information regarding the material used to make the furniture.
If they are talking about the tags that were attached, I have all the paperwork that was with the items and it does not tell me that it is vinylIf it is located on a permanent tag, there is none that I can findIf it does have one it is in some hidden spot If you look on the inner net under Ashley's saying that furniture is leather when it is really vinyl and you will see that there are many other people from many locations receiving the same fraudulent sales tacticsI wish I would have googled it before I purchasedAshley's need to be held accountable for their misrepresentation of merchaniseSomeone needs to stop them from doing this to othersI just can't believe that when a customer asks for leather furniture, no fake leather was in our request and we were lied to and told we were getting top grain leather and in reality the only leather was the seat of each piecePlease help to stop these dishonest sales tactics and help protect the public from getting ripped offWe are now stuck with vinyl furniture that peeled within monthsYes, they repaired it but now when it happens again the warranty is up and we are stuck with itI wanted leather so it would be durable, this vinyl peeled in less than a yearIt is not like I at least got furniture that would last for awhileRespectfully, *** ***

According to our notes, the furniture was repaired to manufacturing specificationsAll of the furniture is labeled - along with a tag which can be found in the sofa/loveseat/recliner