Ashley Furniture Home Store

We are currently in the process of waiting for the correct pieces to correct the issue with the furnitureThis process should not take much longerOnce we complete the task, we will contact the customerWe appreciate the customer's patience during this entire process

Customer is scheduled for a delivery for Friday, 9/

We have scheduled a time for a factory-trained service technician to inspect and, if possible, make repairs to the furniture

We are canceling the mattress, as per the customer's requestWe wish we could have satisfied the customer in this regard and have certainly tries by offering an exchange and allowing the customer to pick a completely new mattressHowever, since the customer showed disinterest in doing so, we will
cancel the mattress and refund the customer for the price of the mattressTo proceed about a refund for the mattress, the customer must come into the store location with the credit card used during the initial purchase in order to have the amount credited back onto her card

[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 as Answered]
Complaint: ***
I am rejecting this response because:i agree I accepted the merchandise after complaining because I was told I could not cancel then was told I could there was never a mention of a restock fee You are charging me a restock fee on a damaged item And there was poor customer service he responded to you in hours yet never to me Why would I want to do business with such poor customer service and no considering that I was inconvenienced for two important holidays to me
Regards,
*** ***

While we definitely have a policy to price match which is valid for business days after the customer made the purchase[; the customer requested the price match well after 14-business day period

Customer has not notified us of any damages regarding the newest pieceIf there's an issue, then we will happily look into it to go about a repair as we have already done when we exchanged it for a new piece

We apologize for the delayThankfully, the items arrived and have been picked 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 as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ** ***
I have to wait until January to see how they are going to resolve the problemIt is so uncomfortable we are not sitting on it*** ** *** *** * *** *** *** *** ***We spent all our money and both piecesWe will be in touch with Revdex.com after we see how they will take care of the problemThank you for your help*** ** ***

Please see attached warranty Thank you

The customer is entitled to come in and receive a full refundWe should clarify, however, that the customer was given the price of the sofa for a sofa sleeper (which is considerably more money)This is why the additional $was added on after the customer was given the price of $We
apologize as it was our error but we decided to keep the price as low as we couldIncidentally, it was this that culminated into the piece not being orderedOur systems are programmed to not automatically order merchandise if they fall below a certain price pointThough we can manually override this, we hope this sufficiently conveys that we were not attempting to lie to the customer in any way, nor were we attempting any chicanery with the price change of even $That was simply the store recognizing an error and attempting to try to be within a reasonable margin (as sofas are cheaper than sofa sleepers)Of course, none of this is the customer's faultShould the customer want a refund, we will certainly proceed with that

We understand the customer's dissatisfaction with our service; the furniture has taken a lot longer than expected to arrive from the manufacturer (projected ETA of furniture is February)Unfortunately, there is not much we can do to speed up the processTherefore, we can offer the customer the
option of cancelling for a full refund or to cancel and exchange for another set we do have in stockIn addition, we would like to offer the customer a $gift card as an appreciation for their patienceThe gift card is unconditional, irregardless of whether or not the customer opts to cancel the orderTo confirm, the customer can contact us through the Revdex.com or at ***

This is quite the non-issueThe sign says "see store for details." Non-issue of a case ought to be closed

[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. Ashley Furniture contacted me after the complaint was submitted. They delivered a new railing to me today, November 2017. I appreciate your assistance in getting this matter resolved. We the customer should never be blown off by furniture store shady practices. Again thank you
Regards,
*** ***

We sincerely apologize for the time it's taken for the furniture to arriveSometimes, the furniture takes longer than expected when we order it from the storesWe're happy to report that the *** *** has been scheduled to receive delivery of his merchandise on Tuesday, 4/11/We thank him
for his continued patience

We apologize for any misunderstanding regarding the sales terms and rules; the customer made a purchase on May and opted for a partial delivery of the merchandise on 6/The rest of the merchandise is still on order from the manufacturer and is unfortunately taking longer than the expected time
frame to arriveAs stated on the invoice, merchandise typically comes in between 2-weeks, with an additional two weeks to be given for back-ordered itemsBeyond that, the customer is entitled to a full refund of the merchandise that never arrivedShould the customer cancel the current items he was delivered yesterday, there will be a 30% restocking fee as well as a fee for the drivers to pick up the merchandiseIf the customer cancels the remaining items that have yet to be delivered, there will be a 10% cancellation feeThese fees are in accordance with our sales terms and rules and are applicable only if the furniture does not take over weeks to arrive (if it does, then we'll refund the customer)Alternatively, the customer may reselect the items he has yet to receive

The customer made a purchase and as of the 4th of July, we have delivered the rest of the customer's merchandiseCustomer stated he was satisfied with our service

We apologize about the time it was taking for the furniture to arriveMost merchandise takes 2-weeks to come in from the manufacturer after being orderedIn some (rare) instances, it takes a bit longer than thatWe have cancelled the customer's order and refunded the amount of the order as of
12/

We're very sorry for the issues around the addressWe are currently assisting the customer and have recently ordered new merchandise to be sent out to him as a replacement for some of the furnitureAt this time, we cannot cancel the entire invoice as the customer made this purchase back in
We will, however, continue to service and replace parts so long as the customer's one year manufacturing warranty is still activeWe thank the customer for their continued patience

We're working with customer to resolve issue