Ashley Furniture Home Store a/k/a Sammy Furniture

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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.
I will be available on may for the technician to do the repairs. Regards,*** ***

[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,
*** ***

[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:
We paid a lot of money for this furniture which was supposed to be covered under a warranty, the wear on this furniture is in no way wear & tearIt is rotting from the outside and only where you sitIt is poor quality furniture - I have sent pics where the leather is just flaking off like skin peeling from sunburn and in spots it is down to the fabricAlso the nails are coming out where it is to be a reinforcement for the arm and string is hanging where people are just starting to sitNot wear & tear at all - poor quality furniture is the problem! I have attached a document with pics of the furniture at 1/years old and looks alot worse now as you can see it is not wear at all!!
Regards,
*** * *** ***

There wasn't advertisement - a company such as ours doesn't produce advertisements and terms without clearing it past the legal departmentAs explained already, this was an honest mistake that originated when an amateur sales person gave the wrong informationThis was promptly corrected by the management and the customer was never charged for something he did not receiveIf the customer still feel like there was wrongdoing, then the customer needs to take the company to courtOtherwise, we've stated all the facts present and hope this case can be closed as resolved

August 6, Dear *** ***,We tried to order parts for the customer out of courtesy but the parts have been discontinuedRegarding the stain caused by the pet, the protection plan covers such StainsIf however the customer would like a refund for the warranty they purchased,
then we can give that to them however, they won’t be able to have their stain cleaned free of charge (which is what the warranty is for)In order to process a refund for the warranty, the customer Inust come into the Store of purchase with the same card used during purchase.Best Regards,SalemCustomer Service Representative

Customer paid for exactly what was deliveredSo no extra charge was paidThat said, if the customer truly wants a sleeper sofa we have no problem with thatThe customer is more than welcome to pay the difference and we will swap out the sleeper sofa for the regular sofa

The store understands the concept just fine; the company delivered the merchandise slightly later than expected. Obviously, this was not purposeful. However, it does happen. The best we can do is refund the customer $of her delivery fee

The customer’s manufacturing warranty is only good for a year and only covers defective itemsSince the customer's warranty has expired and the damage was deemed to have been caused by a non-human animal, the furniture will not be repairedThe customer does have a year accidental damage
warrantyThough, it’s an accidental damage warranty that also doesn’t cover damage caused by pets.Best Regards,Salem

Can someone please assist me in this matter I have a complaintI have been waiting to receive my furniture from the Ashley Furniture Store since October - March I have been calling the Ashley Furniture Store in Waldorf, MD and I have also visited the Ashley Furniture in Waldorf, Maryland to check my furniture delivery statusAs of Tuesday March 15, I have not received my furniture that I paid for in October I am having a very bad experience, disappointing and frustrating experience with the store manager and corporate office

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Complaint: ***
I am rejecting this response because:The business had not provided us any terms and conditions of their return and exchange policiesThese are also not available on the internet as the website says that each and every store is managed independently and each store has its own policies for exchange and return.Therefore, I believe that the business is unreasonable in charging us all the fees they are asking us to pay like the restocking fees, the pickup fees.Regards,
*** ***

This recliner was picked up, serviced at our warehouse, and then delivered back to the customerUpon delivery, the customer signed that it was in good conditionThe customer is now out of their year manufacturing warranty but still has their year warranty which covers the mechanism onlyIf there is still a problem with the mechanism, then the customer should contact the service department and file a formal request

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Complaint: ***
I am rejecting this response because:
I got a phone call July telling me the nightstand was ready, July I went to the store and ask for the nightstand, when the employee open the box we found that have big scratch in the front, and I ask to talk to the manager, as I wrote in my complain, they tould me that the manager was in a meeting and she will call me later, on July Nicole D***, the Store Manager, call me and promise that she will take care and she need couple days, today is August and still waiting her phone callThe sale was made on May 25, so a store like Ashley Forniture can not order from another store? and take months and a half to make a nightstand?Whoever answer from the store don't have idea of the situation.Thank you very much for your help
Regards,
*** ***

April 4, Dear *** ***,While our policy typically allows cancelation within a 72-hour window without any penalties, in this situation the customer had already been scheduled for a delivery and as a result, we had already paid the delivery company to make space in
anticipation for this orderAs a result, the cancelation meant we were also charged a fee, hence the reason we have 30% restocking fee mechanisms.In any case, the customer paid through ** *** and not through cash or credit, so we havent exactly received any full funds from the customer.Thank you for your attention to this matter.Best Regards,

[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 meThe repair to the furniture took over an hour the furniture was put together with staples and pressed wood (junk) I am very dissatisfied with this furniture and will NEVER recommend Ashley Furniture store
Regards,
*** ***

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Resolved]
Complaint: ***
I am rejecting this response because:It took three months for the correct mattress to be delivered, I would like all or part of the remaining balance of the mattress to be subsidizedThis is a poor business practice for an item that often addresses health related qualms to take months to exchangeWould delivering the wrong prescription have been acceptable? I don't think so
Regards,
*** ***

Customer has been scheduled for a tech to go out and assess the damages on 4/

We will happily allow the customer to return the mattress; however, we're asking the customer pay as a pick up fee and another for a delivery of a new mattressWe don't think this is
too much, considering the customer's original delivery fee was over $Again, we're not charging the customer anything unnecessary as this simply is a cost of a piand delivery fee at a substantially reduced costHad we made a mistake, we obviously wouldn’t be charging periodBut because this is not the case, then we feel that the customer ought to pay for this additional service
If the customer truly does not want to pay, then the customer can bring the mattress back and pick up the new mattress of his choiceThis is certainly still a choice

We apologize for the miscommunication. The customer's nightstand is ready for pick up

[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:
In our in-store conversation with the sales lady and event manager, they claimed the couch was "all leather" and "100% leather", and said nothing more regarding its makeIn the phone conversation after purchase, the sales lady confirmed that they said only "all leather" and "100% leather"In a later conversation, the event manager claimed he said "100% leather everywhere you touch"In that phone conversation with him he never claimed that he actually explained that the couch was leather except for the back (or sides)He only claimed to have said, "100% leather everywhere you touch" in the store, which is an incorrect characterization of the couch (not to mention that he did not actually even say that much).Moreover, the event manager left me a voicemail on 1/at 6:44pm, which was before my longer conversation with himIn that voicemail, he never claimed that he told us in the store that the couch was leather except for the back (or side) areasRather, he only claimed to have said, and I quote, "And I did say, 'everywhere you touch'"Thus, I have him on record telling a different story than the store is telling to the Revdex.com, and I will be happy to share the voicemail with the Revdex.comThat he did not state in the voicemail that he explained the make of the couch (other than "100% leather everywhere you touch") is a further indication that the store is making up their story as they go alongTogether with their previous response to the Revdex.com, where they incorrectly stated the make of the couch, shows that they care little for the accuracy of their statements. Three further comments:* They say, "The customer can return the merchandise for a refund." We never received the merchandise, so there is nothing to returnIn fact, the couch was supposed to be delivered several weeks after the purchase and we called to cancel less than a week after purchase (the purchase was on 1/10, the Revdex.com complaint on 1/16, and we had already talked to them at least a day before that), giving the store ample time to cancel the order.* The claim that "the manager and the staff still assert that the customer paid for exactly what they got." has zero meaning and adds nothing to the conversation except trying to distort the situation.* Further, they state, "which begs the question - why would a store purposefully lie to a customer when a pure leather set is more expensive?" The answer is simple, to sell the couch at a higher price than it is worthThat is the incentive. Again, nothing other than a full refund is acceptable as the store misled us, and their response to the Revdex.com and the voicemail we have from them give clear indications that they did mislead us
Regards,
*** ***

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 I would like to confirm that not only will this part be ordered, but it will be installed by the company.
Regards,
*** ***