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Ashley Furniture Homestore - Grass Valley

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Ashley Furniture Homestore - Grass Valley Reviews (1)

Review: We purchased a couch this June 2016. We quickly saw that the couch had a large and obvious defect. I called for service and spoke to [redacted]. We made an appointment for the following week. When the appointment day arrived, nobody showed up and nobody called. I called and talked to [redacted] again, where he informed me that he simply forgot the appointment. We made a second appointment and he did come out and assess the problem; the couch was indeed defective. He had to order the part, which took 3 weeks to arrive. An appointment was then made for the repair. On the morning of the appointment; one hour prior, I received a phone call telling me that the replacement parts were not reviewed before making the appointment and indeed the parts were wrong and somewhat brushed it off. This is now the third day that I have had to miss work, reschedule my day and lose money. I was offered the floor model, but I did not pay for a used couch and declined the offer. I did call and complain to the manager, who was nice enough, but seemed unmoved. Only after I had to ask, he agreed to give me a future purchase discount. Finally, the right part was then ordered. Another 3 weeks plus passed, when I received the call. When I called back to talk to [redacted], I asked if he would be available this last Monday, Columbus Day to do the repair. He told me that he would have to check his availability for that day and would call me back. This was over a week ago and I never had my call returned. Apparently forgotten once again! So, basically, I purchased a full price defective couch, which I have been forced to live with for over 3.5 months. I am concerned at this point to try for a fourth fix/appointment as I fear I will lose yet another day of work and income.Desired Settlement: I would prefer a full or partial refund, or a new replacement but I am open to discuss alternative resolutions.

Business

Response:

I have called the customer and apologized for the slow manner in which this complaint for handled. I also apologized for the lack of customer call back on the part of our customer service department. This is not procedure and not the way we have ever handled issues with our customers. I also advised the customer that we are ordering a brand new sofa for them despite the fact that the issue was only a folded piece of padding under the arm. Our policy has always been customer first and their satisfaction is primary. I will loose money before upsetting a customer if the issue is our fault.

Consumer

Response:

I was contacted by the owner and she offered to replace the couch with a new one, including free delivery. I am satisfied with this more than generous resolution.

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Description: Furniture - Retail, Mattresses, Office Furniture & Equipment

Address: 161 Mill St, Grass Valley, California, United States, 95945-4709

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www.ashleyfurniturehomestore.com

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