Ashley Furniture Home Store a/k/a Sammy Furniture

We've communicated with the customer and tried to establish a time for a service tech.  Customer can make an appeal by writing to the board of directors.

Complaint has been noted; we apologize for any inconvenience the customer may had experienced during the delivery process. However, it did not help that the customer came into the store, cursing out the office as well as the sales personal who were trying to assist him during the...

pick-up.

[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 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 delivered. It is just like that you buy leather and they deliver rubber. You can not tell at the first time, but it started deteriorating withing a few weeks. Yes 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 3 pieces including a sofa and a laf corner. Am I going to go through the same hustle again for something that supposed to last for at least about 5 years? Plus, I spent gas going back and forth to the store, too much energy arguing with these rude people. I believe that we should be compensated.  They need to stop these bad practices to the consumers. 
Regards,
[redacted]

We have tried to schedule a retrieval of items, but the customer has refused. Hence, he's still getting billed and will continue to be billed until he allows us to pick up the merchandise.

There seems to be a lot of assumptions with regards to conflicting statements made. So let's clarify the situation a bit: The first time the customer canceled merchandise was on 7/5/2015. There were no cancellation fees added because the customer had just purchased the merchandise a day prior. We allow up to 72-hours to cancel merchandise without any penalties. This is no secret.The customer then wanted to cancel the chairs because they took longer than he expected (but not longer than our given 2-8 week wait period for ordered merchandise). The customer wanted to make these cancellations well after our 72-hour cancellation period but before the 2-8 week ordering period. Therefore, we informed the customer that if he were to proceed, we will charge a 10% cancellation fee.

If the customer wants to cancel the order then they should do so through RAC.

We have received the customer's pictures of the damaged merchandise. We've noted these damages and will send a service technician to check the damage in person. Should the repair tech. not be able to restore merchandise back to factory settings, we will replace the reported merchandise with new...

pieces.

The location I purchased from was: [redacted]. [redacted], VA [redacted]
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Contact Information
Phone
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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.

We apologize that the customer had an unpleasant experience with the drivers. We will certainly investigate the matter so that we can prevent rude demeanors in the future. In the meantime, we've been working with the customer so that we may repair the furniture, and if necessary, replace.

[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]

As I've stated in my last response - though I can't say for sure, it seems that this is scheduled to arrive at our warehouse on 3/30 (if and only if it arrives that day, it will still take a week to be transported to the store where it'll be ready for pick up). Again, if the customer does not want to wait this long, we understand - as this product has taken an unusually long time to come in. The customer is entitled to a full refund. Unfortunately, we cannot deliver this item for free unless the customer pays a delivery fee for the product.

We sincerely apologize for the prolonged time it took for the customer to receive an adequate response from the Service Department.  During the time that the customer made the purchase up to the time customer was dealing with the Service Department, we were dealing with a considerable amount of...

delays with Service.  We have since improved certain aspects of our Service Department's structure to insure that such situations do not happen again.That said, we cannot offer the customer anymore than the $50 cash or $75 gift card because we have offered to replace the entire sofa.  The warranty amount of $99.99 is irrelevant in this situation because the warranty the customer purchased covers accidental damages and thus has no bearing on what occurred during her delivery process.  What did occur was unfortunate in that it took the Service Department such a long time to respond, but our offer was adequate in that the customer was given the choice of receiving a completely new piece.

We understand that it took quite a while for the headboard to arrive. Unfortunately, the headboard was on back order which prolonged the delay. Thankfully, the headboard has arrived and we've scheduled the customer to receive the delivery on October 2, 2015.

I have made an error in the description of the merchandise. Indeed, it is exactly as the customer describes it. Be that as it may, the manager and the staff still assert that the customer paid for exactly what they got. Further, the store maintains that it was explained that this set was not 100% leather. To rectify the situation, we offer the following:
1. The customer can return the merchandise for a refund. Since the customer was already explained that this was not 100% leather (and therefore this is not a store error) then the customer is going to have to pay restocking fees.
2. The customer can reselect something else and the difference will be applied.
Otherwise, we're out of options. The customer can reject our claim, contradict us, and say we're lying (which begs the question - why would a store purposefully lie to a customer when a pure leather set is more expensive? There's absolutely no incentive or gain to be had from this supposed lie). We've offered the customer fair terms, even though we have a no cancelation policy.

Customer's been offered a $75.00 gift card.

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.  They have written in the message to directly email them at 
[redacted]@regencyfurniture.biz
How do you want me to proceed? 
Regards,
[redacted]

We apologize for the prolonged delay. We have notified the appropriate agents who will be looking into this issue as soon as possible. Any further inquiries can be directed at [redacted]@regencyfurniture.biz.

Let the buyer beware! If you are looking for new furniture stay away from the Ashley Homestore in Glen Burnie Maryland. They have the worst customer service ever. We ordered new bedroom furniture on August 6th. We were advised that it would be 2-6 weeks for delivery. We received a call on August 29th advising us that our furniture was in; delivery was scheduled for September 9th. The night before the delivery, we were advised that the chest of drawers was damaged and they would have to order another. When asked when we would receive the chest of drawers, we were advised that it would be 48 hours before they would know when delivery could be scheduled. When the delivery was made on September 9th the dresser and one of the night stands were damaged. The delivery person called to their dispatch to let them know there was damaged items. The dispatch person tried to get me to accept damaged furniture and they would send out a repairperson. I told her no that was not acceptable, why would I pay for repaired furniture. When I asked when we could expect to receive the replacement furniture I told it would take 2-6 weeks to receive the replacement. I left a message with the store to call us regard the unacceptable time frame for delivery. I received a call back from Eloise,I was not aware at that she was from “corporate office”, who said she would get the replacement pieces transferred to the warehouse. She advised that the warehouse was conducting an inventory September 12-14 that they would not be able to ship during that time frame. I was very clear in my expectation that since they had the replacement furniture in stock that delivery should be made on September 16th. I was advised they would call on September 12th regarding the delivery. Well September 12th came and went with no call from Ashley. I called Eloise on September 13th and spoke to a different person. I did not catch her name but it sounded like Irma. I explained the situation to her and was told I was just going to have to wait. I expressed that we need to start talking about some discounts since I took a day off from work only to receive 25% of the furniture we ordered. She advised that any discounts would have to come from the store manager and really they don’t have to give us anything. She added that if I turned my paperwork over I would see that they 8 weeks to make the delivery, there is nothing on the paperwork to indicate they have 8 weeks to make delivery. Well after that, I searched the web for the telephone number of the Ashley Furniture Corporate Office. I was shocked to learn that this was a licensee store and there was nothing they could do. Upon further investigation I discovered that the licensee had an F rating with the Revdex.com. I called the store the following day only to be told we would probably be looking at the week of September 23rd for delivery. Since I was not getting any satisfaction over the telephone, I decided to go into the store to speak to the manager. Of course the manager was not there. I was advised by a woman who identified herself as the finance manager that she would have the manager call. Two weeks later, no call from the manager. We received delivery on September 23rd. The top drawer to the chest of drawers was damaged. The delivery dispatch convinced my husband to agree to accept it and they would order a replacement drawer. When I came home to inspect the furniture I discovered a crack in dresser. I called the store to advise them of the damage. I was asked to send them a picture, which I did. I called the store on September 28th to find out when we can expect to receive the replacement drawer and what they planned to do about the damaged dresser. I was advised that it takes 5-7 days for the repair service to contact us. I expressed my extreme displeasure in the total process. I explained that this was not good customer service. I asked to speak to the store manager. I was told the manager was conducting an interview but they would have her call. Six hours later, still no call from that manager. That must be some interview process. I called the store again only to be told the manager was busy with the Mid-Night Madness Sale. The manager finally called the following day. I expressed my displeasure with the poor customer service. The long and short of it she agreed that it was not acceptable but there was nothing she could do about it. She said since we accepted delivery there was nothing she could do about. We have to go through the repair process. She said she would have to see what she can do to expedite the process and she would call on Monday October 3rd.Let the buyer beware! If you are looking for new furniture stay away from the Ashley Homestore in Glen Burnie Maryland. They have the worst customer service ever. We ordered new bedroom furniture on August 6th. We were advised that it would be 2-6 weeks for delivery. We received a call on August 29th advising us that our furniture was in; delivery was scheduled for September 9th. The night before the delivery, we were advised that the chest of drawers was damaged and they would have to order another. When asked when we would receive the chest of drawers, we were advised that it would be 48 hours before they would know when delivery could be scheduled. When the delivery was made on September 9th the dresser and one of the night stands were damaged. The delivery person called to their dispatch to let them know there was damaged items. The dispatch person tried to get me to accept damaged furniture and they would send out a repairperson. I told her no that was not acceptable, why would I pay for repaired furniture. When I asked when we could expect to receive the replacement furniture I told it would take 2-6 weeks to receive the replacement. I left a message with the store to call us regard the unacceptable time frame for delivery. I received a call back from Eloise,I was not aware at that she was from “corporate office”, who said she would get the replacement pieces transferred to the warehouse. She advised that the warehouse was conducting an inventory September 12-14 that they would not be able to ship during that time frame. I was very clear in my expectation that since they had the replacement furniture in stock that delivery should be made on September 16th. I was advised they would call on September 12th regarding the delivery. Well September 12th came and went with no call from Ashley. I called Eloise on September 13th and spoke to a different person. I did not catch her name but it sounded like Irma. I explained the situation to her and was told I was just going to have to wait. I expressed that we need to start talking about some discounts since I took a day off from work only to receive 25% of the furniture we ordered. She advised that any discounts would have to come from the store manager and really they don’t have to give us anything. She added that if I turned my paperwork over I would see that they 8 weeks to make the delivery, there is nothing on the paperwork to indicate they have 8 weeks to make delivery. Well after that, I searched the web for the telephone number of the Ashley Furniture Corporate Office. I was shocked to learn that this was a licensee store and there was nothing they could do. Upon further investigation I discovered that the licensee had an F rating with the Revdex.com. I called the store the following day only to be told we would probably be looking at the week of September 23rd for delivery. Since I was not getting any satisfaction over the telephone, I decided to go into the store to speak to the manager. Of course the manager was not there. I was advised by a woman who identified herself as the finance manager that she would have the manager call. Two weeks later, no call from the manager. We received delivery on September 23rd. The top drawer to the chest of drawers was damaged. The delivery dispatch convinced my husband to agree to accept it and they would order a replacement drawer. When I came home to inspect the furniture I discovered a crack in dresser. I called the store to advise them of the damage. I was asked to send them a picture, which I did. I called the store on September 28th to find out when we can expect to receive the replacement drawer and what they planned to do about the damaged dresser. I was advised that it takes 5-7 days for the repair service to contact us. I expressed my extreme displeasure in the total process. I explained that this was not good customer service. I asked to speak to the store manager. I was told the manager was conducting an interview but they would have her call. Six hours later, still no call from that manager. That must be some interview process. I called the store again only to be told the manager was busy with the Mid-Night Madness Sale. The manager finally called the following day. I expressed my displeasure with the poor customer service. The long and short of it she agreed that it was not acceptable but there was nothing she could do about it. She said since we accepted delivery there was nothing she could do about. We have to go through the repair process. She said she would have to see what she can do to expedite the process and she would call on Monday October 3rd.

[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]