Ashley Furniture Home Store a/k/a Sammy Furniture

Upon reviewing the pictures, the service department has determined that the furniture was not defective.

[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 have called the phone numbers they have given me and they will not even return my calls so this matter can be resolved. I have tried to reach [redacted] of the Revdex.com and can not even get a return call from her. This furniture is rotting away and falling apart more and more everyday and no one will return my calls to get this taken care of so please tell me who to contract that I will get a response from and can complete this!
Regards,
[redacted] [redacted]

April 10, 2014Dear [redacted],The customer will not be charged a 30% cancelation fee; the 30% is for restocking purposes. Rather, the customer will be paying 10% of the deposit he put down - not for the full amount owed. We apologize for the confusion.Best...

Regards,

Ms. [redacted] was charged a cancellation fee since she cancelled the order within the time frame Ashley had to provide the merchandise.  However, she is welcome to receive the full refund amount. She would need to visit the store to receive that 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: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 untrue. They never said this. This 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 leather. In 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 wrong. This 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 us. In 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 recorded. Thus, 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.com.
Moreover, 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 purchase. They 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 order.
We consider anything other than a full refund (with no cancellation fee) unacceptable since we were misled by the store. 
Regards,
[redacted]

We sincerely apologize for the delay of the chair. We try to get the furniture in as quickly as possible and order it as soon the purchase is made. However, the item is on back order and we're waiting on the main warehouse to deliver it. Nonetheless, we will most certainly deliver what we have now on the 30th of December. We thank the customer for their continued patience.

A replacement drawer was ordered on March 24.  The drawer should arrive directly to the customer's home.

We certainly apologize for the waiting period. This has indeed taken more time than we expected. Most of the furniture we order from [redacted] Furniture Industries does take 2-6 weeks to come in - unless it's on backorder (which this item is). We have absolutely no control over this....


This particular item is not scheduled to come into our warehouse until 3/23/2015. If the customer does not want to wait this long, then the customer is entitled to a full refund, since the item has taken beyond 2-6 weeks to come in. In order to process the refund, the customer must go to the store with the credit card used during the purchase. A refund will be credited back to their account immediately. The customer is welcome to contact us and let us know their decision regarding the matter.

We apologize for the time it's taken for the merchandise to arrive. Thankfully, the merchandise has arrived and the customer has been scheduled for a delivery of the merchandise for Friday, May 6.

The 5 year protection plan covers any accidental damage. The issues reported are normal wear and tear.

February 6, 2015Dear [redacted],
We have ordered a new mattress for the customer. It will be in on 2/9/2015. Once it’s in, we will contact the customer and set up a delivery date. We apologize for any inconvenience this has caused.
Best Regards,
Salem

From: [redacted]
12.7272720336914px; font-family: arial, sans-serif;"><[redacted]>Date: Fri, Dec 5, 2014 at 5:56 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]" <[email protected]>
Good Morning,
Can you please ask Ashley Furniture if they will deliver a different brand new sleeper to me?
Please advise.
Thank you.

Customer is scheduled for a delivery for the date of 3/14/2015.

We're unsure about what the issue here is. We've sent technicians to fix the issues the customer mentioned regarding the leather. The techs fixed everything back to manufacturing specifications.

[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 recliner is still broken
Regards,
[redacted]

Attached please see the ad which promises things that the store would not honor. It is one of the most misleading ads I have ever seen. Furthermore, the sales people kept reporting different prices on the same item and chalked it up to "different managers." We will NEVER shop at Ashley again.

Customer has had all of their issues serviced with the service department.  Items had new parts ordered and repaired back to manufacturer specifications. 
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.

Customer's recliner was cancelled back in December of 2013. Though the customer's recliner was cancelled, the other items weren't - along with the warranty. Therefore, we're charging the customer for the warranty they purchased alongside the other items.

November 21, 2014
Dear [redacted],We have reviewed the customer’s complaint. We're currently awaiting the arrival of a part the customer says has been damaged. However, we cannot accept a return of the merchandise as it has already been in the customer's home since the...

summer.Best Regards,Salem

Nonetheless, the fees apply for cancelation.  The items were a "no fit" and we have specific policies regarding items that do not fit.