Ashley Furniture Home Store a/k/a Sammy Furniture

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Complaint: ***
I am rejecting this response because:The issue is not resolved yetAnother day of my time is wastedAshley furniture delivered wrong part and technician spend few hours to rip the sofa and determined the part cannot be used
Regards,
*** ***

"">From: [redacted]Date: Mon, Dec 8, at 6:PMSubject: Re: cid [redacted] / Sammy Furniture, dba Ashley FurnitureTo: [redacted] For your information, I left her a voicemail thru the store representativeOn Mon, Dec 8, at 6:PM, [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] 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] wrote:
alright I will call them nowthank you :)
On Fri, Dec 5, at 7:AM, [redacted] wrote:
Yes, I would definitely call them as soon as possibleOn Fri, Dec 5, at 12:AM, [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
[redacted] On Tuesday, November 18, 2014, [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®
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Ashley Furniture - Richie Highway Glen Burnie Md
P[redacted] off customers -
We went to Ashley Furniture on 12-19-15. To make a long story short. We brought 3 items. One - section couch. The other - plush couch. Well, when delivery date came. Neither one would fit in basement. Even though there was a section couch down there when we brought our home.
I called the store. To be told I need to call corporate. Which, I did. Only to finally talk to a supposedly manger in corporate 3 weeks later, that my husband and I was STUPID because we didn't measure the house before we brought items.( Erleeen) Manger.
I went round and round with all of them at the store, Josh, Marleen, and Tony. To only give up and let them charge us $70 dollars to cancel one of the sofas we brought.
We have never went to this store before. And, we will never go again!
The sofa we decided to keep is damaged and after calling the store non- stop for 3 weeks arguing with Marleen,Josh and Erlleen in Corporate. They are finally supposedly sending someone to fix NEW sofa. What a joke! Don't waste one dime here!!!
Very unhappy ex- customers.

Whenever customers order merchandise from us (and we subsequently order the merchandise from the respective manufacturers), there is a 2-6 period wait time for the merchandise to come in.
The customer's order came in, and we delivered it. Unfortunately, some of the pieces were damaged....

We're currently working to make all of the necessary repairs. Should the repairs not be satisfactory or up to manufacturing specifications, we will certainly exchange with new merchandise.
We apologize for the inconvenience and hope the customer can continue to be patient as we work to assuage the issues.

Customer purchased furniture during our promotional sale in whcih items were UP TO 50% off of their list prices that they're normally listed as in our system.  The customer did in fact get a discount, though it was not a full 50% off, this particular item wasn't a full 50% off at the time it...

was purchased.  Regarding the other statement the customer has - we have a 14-day price match gurantee in which customers can find other stores which sell this merchandise and if the store prices are cheaper, then we will happily match the price.  That's another way the customer can find out how comparable our prices are.
Finally, with regards to the customer's conduct: when the customer came in to pick up their merchandise, they were incredibly rude, and loud to our employees.

Ashley Furniture Home Store of Rosedale, MD, is a disgrace/pathetic to do business with. They are not at all truthful to their clients, uphold their own contract terms, and they practice business ethics that involve charging improper fees in my opinion. I highly encourage that no one purchase furniture from this Ashley's location, or from any location for that matter, because Ashley's corporate office, Ashley's Furniture Industires, encourages these same unethical business practices as I see it. Their customer service is the worst I have ever experienced.

Customer's parts were reordered and new ones have arrived at the store.  Customer payed the store-fee to transfer furniture to the store - as anyone would have to do so to have their furniture transferred.  We're not going to give the customer a refund but we can offer the customer a $50...

gift card for the extended period.

Customer's correct mattress was redelivered at no additional charge. We apologize for the initial error.

I'm not sure what the customer is referencing; we've issued $135.00 as compensation on 4/1. I'm not aware of any existing balance the customer has.

My husband and I will never buy anything from this store again. The sales rep lied to us and said that if we purchase a warranty for their furniture, it will cover ALL damages to it. It has been 2.5 years since we bought a furniture here, now that the items got some damage due to normal wear-and-tear, they are saying that it is NOT covered by their insurance company, which is GBS enterprises. All they offer is get the items fixed outside, on our expense. This experience is so horrible. I will NEVER recommend this place to anyone I know.

[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]
I have sent a letter to the business addressed to the General Manager. I have not heard from them yet.
I have also emailed the letter to the Revdex.com.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

From: [redacted]Date: Wed, Oct...

1, 2014 at 9:40 AMSubject: Complaint # [redacted] Has been resolvedTo: "[email protected]" <[email protected]>
Hi, 
The problem has been resolved, they had issued me a check.
Thank you

We are currently looking into the matter; the service department will look into the issue and contact the customer immediately.

Our policy for floor model items are that *if* we deliver them, we are not responsible for any damages since purchases are made in "as is" conditions. Therefore, we cannot determine what damages may or may not have been caused during the delivery process. We did offer the customer a service call...

from a technician - however, there is a fee involved since these are floor model items.

Our policy, in accordance with the manufacturer, has been to first make an attempted repair back to manufacturing specifications; if this is not possible or satisfactory after an initial attempt, we will then replace. Should the customer wish to be compensated, that is fine by us. However, we...

generally do not compensate customers for their troubles until after everything has been serviced back to customer's satisfaction. We are still willing to service this customer's furniture, however, we need to hear back from the customer as to whether or not they're still willing to have us make a service attempt.

[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:I am not satisfied with the delivery of the furniture as it did not include the advertised ottoman. I still had to purchase it despite originally being told it was included.  As a lawyer, I am of the opinion that this transaction was a violation of VA Code Section 59.1-200(A)(8) (2004), which makes it unlawful to "[advertise] goods or services with intent not to sell them as advertised, or with intent not to sell at the price or upon the terms advertised."   Though it may fall under the category of an unintentional violation per Section 59.1-207, the statute does allow for the buyer to be made whole (restitution).  In my reasonable opinion, making me whole includes a reimbursement of the ottoman purchase price.  Thank you.
Regards,
[redacted]

Customer made a purchase on a sale day in which our terms were "all sales are final."  However, as of March, we canceled the customer's items.  Customer needs to go through [redacted] for a refund.

[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:Although willing to go into a store to get the items refunded as submitted and again noted within the paper work turned into the store, I would like to address this with a salesperson or manager at another store location.  The service and way this matter has been handled since delivery has been other than professional and I truly don't understand why I would need or do I want to subject myself to further dialogue and direct contact with anyone at this specific store location.  With the invoices that the store keeps and listing of furniture as submitted to them and within my own copy, it should be a matter of just removing the items necessary and processing the charges accordingly.  However, based on what I have been stating over time, it did not fit and though made to purchase other items within what was a set, I want the charges removed and if totally necessary would go to another store location to have this matter resolved so that I am not charged.  I personally know that I have other means at my disposal to address this issue further and the company but would simply like to close this with removal of charges with furniture that was not received with no further purchases whatsoever from this company.
Regards,[redacted]

[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:
FYI... We picked up our reclining sofa on Saturday, 4/4/15... NO THANKS to either the Revdex.com or the Company response!!!  
The long waiting period was due to the Long Shoremen strike, in it's travels from China to California to Maryland.. & IF someone had explained that in the 1st place... I wouldn't have had to huff & puff to get answers besides "we show that it is due in our warehouse on such & such date" without actually explaining WHY the date kept changing?!!!!!  
So, I reject this response because I no longer need an answer from anyone & that they should be aware of the fact that I already picked up the merchandise!!!
Absolutely REDICULOUS!!!
Please close my file as being completed, but still unsatisfied.
Regards,
[redacted]

If we can identify the drawer via sku-number, we'll inquire to see if the manufacturer is willing to sell us the parts.