Ashley Furniture Homestores

According to our system the we completed the service the guest chair yesterday. I have left a message for the guest to confirm

Ashley Homestore
*** *** **
*** ** ***
Phone: *** *** Fax: *** ***
April 25,
To Whom It May Concern:
This letter is in reference to our customer *** *** your
case #***, regarding the Ashley Homestore here in Fredericksburg, VA
At this time we have decided the best plan of action to resolve *** *** concern is to pick up the power reclining Ashley *** sofa for a full refundOnce the unit has been picked up and returned to our warehouse a refund will be issued in the same form of original purchase
If you have any other questions or concerns please don’t hesitate to contact me, for your convenience my contact information is listed below
Sincerely,
*** ***
Ashley Homestore
Customer Service
*** *** ***
*** ** ***
***
PH: *** Ext***
Fax: ***

I have left another message The protection plan and the manufacturer's warranty are different things We don't file the claims for the protection plan The guest has to do that The first repair was under the manufacturer's warranty when we came back out the tech is saying it is not a defect, looks to be accidental, so that is when we said file the claim, but since they denied it, we agreed to service again Whether it is the protection company or the manufacturer's warranty, they both repair instead of replace if we can, which we were going to do but the guest refused

Revdex.com:
I have reviewed the response made by the business in reference
to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Also, company's response only talks about refund of dresser, but does not says anything about credit of $They need to look up my order and refung both, dresser and credit, they are over charging for $1000.31.*** ***

I will contact the guest once he is back in the country to resolved

*** Thank you for taking the time to trouble shoot todayIn regards to the two complaints we spoke on that required emailed responsePlease let me know what additional information you need as to not have a poor reflection on our account. *** *** ID # *** Please see below for specifics for the updated repairs and completion of per our Customer Care report back from representative and service technicianIn direct regards to the color match, per our conversation the manufacture does not guarantee dye lot and customers are advised at point of sale via our terms in conditionsIn specific regard to this guest the “color match”, all parts are ordered new from the manufacture for the consumerPlease keep in mind typically the consumer has had the product in home and has been in use which would reflect slight color change due to usage and sun exposureAfter use of the new parts they would ultimately blend with the color once being used in home as well.10/RP LVM FOR CUST TO CONFIRM CONCERNS ADDRESSED***TICKET REMAINS CLOSED***10/9/2017*** * ***10/RP USQ NOTES: Repair Date 09/30/Tech *** SM FOUND LEFT ARM FACING RECLINER BACK FRAME HAD COME UNDONE CAUSING IT TO LEAN RIGHT AND BACKWARDS ALSO SEAT BACK FLATTENEDSM FIXED FRAMEWORK AND USED POLYFILL TO FILL BACK UP TO SPECS, SEAT CORES REPLACED ALREADY BY A TECHNICIANSOFA IS UP TO MANUFACTURER SPECIFICATIONS AND CUSTOMER SATISFACTIONCOMP/MFG Manufacturer Defect||| LVM FOR CUSTOMER ***TICKET CLOSED*** All concerns for this consumer were notated as completed in full and a follow up message was left on 10/to confirm with the consumer with no response

Good afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionWe apologize for any inconveniences the consumer may have experienced due to the delay in merchandisewe are however, pleased
to report that the consumer did contact us on 2/25/and advised of the merchandise delay and seeking immediate resolutionWe were able to make his order available immediately for delivery and delivered all items in full the next day on 2/26/16.The delivery has been confirmed to have been delivered in full and all items to be in perfect conditionAll concerns have been considered resolved in fullPlease advise if I can be of any further assistance.
Best Regards,
Deannie F*

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The original slats were replaced on 10/29/and mattress was inspected. The new slats are also bowing and further damage has been done to mattress. I have attached photos from 10/29/16. I do not have the equipment to show current damage.Ashley is not willing to do anything and has stated on 12/28/that there is no defect in the bed and they will not resubmit to bed manufacturer 'til the mattress has sunk to 1/2". I purchased bed and mattress the same day and install was completed by Ashley and bed frame and mattress are both damaged
Regards,
*** ***

Case # *** *** *** Update: In regards to the complaint filed advising the consumer Mrs*** remained displeased after the exchange and was requesting a refund: Customer Care contacted the purchaser today, 12/20/and advised a pick up and refund of the item has been approvedIn her conversation with Customer Care I have been advised she is not interested in the offer to refund at this time and has chosen to move forward with serviceShe is currently on schedule for a service technician for repairs on 12/23/The consumer advised that should she not be pleased with the repairs she would like to move forward with a re-selectionWe are pleased to honor her request should that be the best option to move forward in addressing her concernsPlease rest assure we are doing everything within our power to ensure she is pleased with her purchase and remains a lifelong Ashley guest

I have left a message for the guest to call me to resolve

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I have returned the message that was left for me, and the resolution as stated in the response by the business is satisfactory to me.
Regards,
*** ***

To whom this may concern,
Upon further review of your account, we see that you have a credit for the dining room set available and that you are working with Madi from your original location for a reselectionPlease refer to screenshot of credit to salePlease close this claim
as we have come to a resolution.Have a wonderful Holiday!

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing the consumers concerns to our attentionWe have researched further into the details of the complaint and would like to take a moment to elaborate on the advisement most
recently given to the consumer via their customer care representative.On 8/4/the consumer picked all items from our distribution centerAt the time of pick up we do request that all items be inspected and signed for as received in good conditionThe consumer did sign for receipt of all items and to be in good conditionItems were since moved to our understanding via a moving van to North CarolinaThe consumer called in on 8/8/upon arriving to North Carolina to advise of damaged itemsUpon receipt of the concerns being brought to our attention pictures were requested and reviewedThe damage displayed in the pictures brought forth were extensive as the item appeared to be damaged in transit due to the extent of the displayed damageWe sincerely empathize with the consumers merchandise concerns, however, we would be unable to move forward with addressing with the information at hand.We did however offer to send any and all orderable parts to the consumer to their North Carolina address at no additional charge as we wanted to provide further assistance to the consumer to assist in addressing their concerns.Signed invoice of the consumer piking up the items in good condition and correlating pictures can be furnished upon request.Best Regards,*** *** ***

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionUpon further research of the consumers concerns we have extended the offer to the consumer to refund of the sofa that remains undelivered at this timeOur customer
care department has reached out to the consumer to advise the request to refund has been approvedPlease let me know if I can be of any further assistance in resolution to the consumers concerns.Best Regards,*** ***

To Whom It May Concern:Bedding is very subjective to the user. This mattress did have a recent change, however the model numbers also changed and the customer did not receive the updated product. Since the customer is so unhappy with the purchase and the bed is not considered
defective under the manufacturer warranty guidelines, we cannot offer a full replacement. We would be happy to partner with the customer and we can offer the customer the option of a reselection under the following conditions: the customer would have to pay 40% of the original purchase price of the mattress in a disposal fee and the remaining 60% would be used as a credit towards the purchase of a new mattress. With this option all discounts and sales promotions would not apply and the customer would have to pay a new delivery fee. If this customer would like to take advantage of this option, please contact our customer care department at ###-###-####

Good Afternoon,We here at Ashley Hometore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please allow me to express our sincerest apologies to the consumer for their most recent experience in regards to the delay
of merchandiseI can certainly understand the frustration the guest may have experienced in awaiting the arrival of their purchase in fullIn regards to the delay while we do understand and empathize with the consumer we must advise that the chair required to fulfill their order did experience a true manufacture delay and all information provided was clear and accurate to our knowledge as we are solely a distributor and all merchandise is order from the manufacture for the consumer at the time of saleIn that regard while we do all within our power to provide accurate time frames for merchandise arrivals, merchandise can be delayed at a manufacture level due to supply and demand of the productI am however pleased to advise at this time that all concerns for this guest have been resolved in fullA partial delivery was completed for the consumer on 12/21/of all items purchased with the exception of the chair;The the remaining chair was successfully delivered on 1/7/to the consumers satisfactionAll services have have been rendered in full and all goods purchased have been delivered to the satisfaction of the consumerPlease advise if any additional steps or measures are required to be taken at this time to ensure 100% guest satisfaction.Sincerely,Deannie F*

Good Afternoon, We here at Ashley Furniture Homestore would like tot hank you for bringing this consumers concerns to our attentionI sincerely apologize on behalf of Ashley Furniture for any delays the consumer may have experienced in the delivery of their itemI am pleased to confirm that
the remaining item to fulfill the consumers order has arrived to our distribution center and is readily available for delivery at the earliest convenience of the consumer.At this time, we have been unable to establish point of contact with the consumer to advise of the above informationWe have left voicemails advising, as well as utilized the attached email address to ensure this information has been communicated with the consumer effectivelyPlease advise if I can be of any further assistance while work towards scheduling delivery of this item to the consumer. Best Regards,Deannie F*

To Whom It May Concern:The customer did purchase a protection plan that is serviced by ***. The customer can contact them directly at ###-###-####. Please note a protection plan covers accidents and incidents throughout the first five years that the customer owns the
product. The customer should have a contract that explains all of the details of the terms and conditions. This particular guest also contacted our customer care center and we ordered some parts as a courtesy. These parts are in transit and should be received today or tomorrow.Thank you, Melanie

We have canceled the guest order and refunded the down payment

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[We did receive a refund for the desk which we never received, we were told the soonest anyone could deliver the bolts to put the furniture together that we received on 12/30/would be on 2/18/15, the entertainment center was delivered with flaws and is still unassembled in our living roomWe were also told that once furniture is placed in the home all they can do is give in store creditWe never received the product we paid for and we don't want anymore dealings with Ashley Furniture, so in store credit would not be acceptableWe have asked for the parts to be picked upWe don't get anywhere talking to the customer service peopleWe would like a full refund on the entertainment centerWe have never had to seek legal counsel for something we have purchased but will if needed]Regards,*** ***