Ashley Furniture Homestores

To Whom It May Concern:
Our specialist determined that the items in this customer's home had excessive damage. This damage has been determined to be customer abuse. The protection plan covers accidents and incidents. The Ashley Furniture Warranty covers household usage. This customer made this purchase in April and the damage is so extensive that it can only be categorized as customer abuse. At this point, we cannot repair items that have such blatant abuseThank you,
Melanie

I have left a message with the guest to discuss the issues

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced. Our records indicate that our drive team was able to resolve your concerns once the necessary parts were delivered. Please contact us at our Resolution
Center if you have any future concerns. That contact number is ***
Thank you,
***

Revdex.com:
In reference to complaint ID***, the company exchanged the productIf the product does not hold up to the quality as promised, I can get back to you at: ***
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I received a phone call and returned the callI am still waiting on the status of the pillowsonce they are delivered, we can close this case.]
Regards,
*** ***

On all of our sales receipts, the customer is notified of our terms and conditions. It states: Inspect all delivered items with the certified Ashley delivery professional. If an item arrives damaged note the damaged item on the delivery
ticket. You then have the following choices: 1) An Ashley Certified Specialist will be scheduled to perform a personal in-home service to bring your furniture up to showroom condition2) The Delivery Professional will take back the damaged item and a replacement will be scheduled for delivery. 3) You may request a refund for a damaged item refused upon delivery. Only the damaged item may be refused. Please note delivery charges are non-refundable. Please call *** for all questions or concerns ON YOUR DAY OF DELIVERY! We offer a one year limited manufacturer warranty, from the original date of delivery. This warranty applies to manufacture defects ONLY. During the one year warranty period Ashley Furniture Homestores will service the merchandise at no cost to the customer. Merchandise serviced during the warranty period including replacement parts , is warranted for the remainder of the original warranty period only. The Limited Warranty is granted exclusively to the original purchasing customer at the original delivery address of record and is not transferable. Please contact us to request a copy of the full warranty
On Feb6th, during delivery we surveyed this customer to determine that everything was up to showroom standard. The female who accepted delivery stated it was and we didn’t see any communication from the customer until 2/14/14. Since we only cover manufacturer defects, we only give customers hours to contact us in regards to cosmetic damages. On February 14th, the customer reported that they were having an issue with the door of the china opening and closing properly. We sent the customer parts and sent out a service technician per our manufacturer’s warranty. The technician went out to the customer on 3/15/and it was at that time that the customer reported an issue with the glass top of the table
Since the issue is cosmetic and not a manufacturing defect and the issue was not reported during the timeframe, we cannot service this item. We have no way to determine how the scratch occurred

Good Afternoon,Thank you for bringing this consumers concerns to our attentionOn behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced during the delivery processUpon further review of the consumers concerns we have found all items to
have been delivered in full as of 12/27/and services have been rendered to completionPlease advise if there are any additional measures required to be taken at this time to ensure the consumer is 100% satisfied with the delivery and items received.Sincerely,Deannie F*

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
Regards,
*** ***

I have spoken with the guest. We have delivered all the furniture. One of the items were damaged and we have ordered the parts however the parts have been on back order. According to the manufacturer the parts should be shipping out on 2/8. Once the guest has the parts we
will get service out to install them

I have spoke to the guest We are delivering on 4/and I am issuing $gift card for the inconveniences

Good Afternoon,We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionOur customer care department has been diligently working with the consumer to address their concernsThe consumer has been offered a refund for the item in full as we have been unable to address her concerns to her satisfaction at this timeThe consumer is currently on schedule for a pick up of the item on 11/26/16, whereas we will move forward with the refund process at that time. Please advise if we may be of any additional assistance to the consumer in addressing their concerns.Sincerely,Deannie F*

To whom it may concern, After careful review of your account we would like to offer our sincerest apologies, as well as some information. You should never have been referred to the Protection Plan, as they do act as an accidental insurance covering most accidents or incidents not covered by the...

warranty. Moreover, I wish to clarify the process you went through to get the credit for the 2 pieces. As is stated in our Terms and Conditions, we offer a 1-year manufacturer warranty effective on the day of delivery, applicable to the original purchaser at the original delivery address. The warranty covers service for manufacturing defects ONLY at no cost to the customer within the 1-year period. The manufacturer has discovered an issue with the leather manufacturing process from several years ago, and so has allowed us to submit claims directly to them for peeling leather under the condition that we supply pictures of the serial numbers for any leather merchandise with a peeling issue, as well as pictures of the merchandise itself to verify the peeling defect. These claims must be reported no later than 4 years from the original date of purchase. If we do not supply the aforementioned information, the manufacturer has no way to verify that the merchandise was purchased from our franchise (because the serial number acts as a unique fingerprint for each piece), and so they will not provide credit. This information aside, there is a way that we can sometimes find serial numbers using your customer information through the Manufacturer’s website, however it is by no means a failsafe method. For this reason, we do not generally explore this option. Fortunately, we were able to find the serial number for the 3rd piece. The paperwork has been written and approved, and you will be contacted when your credit is available at the store. Thank you for your patience and for being the best part of Ashley Furniture Homestore. Have a wonderful day, and happy holidays!

I have left a message for the guest to call me to discuss the issue with the pillows.  I will see if he still wants the pillow or we can refund him.

To whom this may concern,
"Verdana",sans-serif">We are sorry for any inconvenience this may have caused, luckily one of our managers was able to trace back to your original serial number using your invoice number that was provided by the manufacturer (please see attached forms of serial # and your sales history)There will be a credit waiting for you for your leather peeling, please go into the store any date on or after 10/03/for a reselection, just provide your name and your phone number at time of purchase We thank you for your patience,
Have a wonderful day

To Whom It May Concern: Thank you for contacting us to resolve this concern.  It is our goal at Ashley Furniture HomeStore to resolve your defects with your product.  We have been in contact with your protection plan company and the originally offered a replacement of your rails.  Since the item is discontinued, we were awaiting stock to be delivered from a different warehouse.  As of today, Ashley Corporate has notified us that the rails are no longer available.  We have contacted the protection plan company to advise them.  They should be sending us paperwork to replace the entire bed, but since all of this has occurred today we have yet to receive it. Thank you, [redacted]

[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]

To Whom It May Concern:
Mr. [redacted] received delivery on November 6th, 2013.  Upon delivery he stated that he was missing some of the throw pillows for his piece.  We immediately sent out new throw pillows, but the customer insisted that he didn't receive them.  Since we had...

already sent them and had tracking information that confirmed that the delivery was made we decided to send the pillows out again but to our store so we could verify that the customer received them. 
On December 20th, 2013 Mr. [redacted] complained about an issue with his merchandise for the first time.  He stated that when he sat on his sofa it was making noise.  We scheduled an Ashley Certified Specialist a few times, but the customer kept rescheduling or was not at home when the technician arrived.  On February 12th, 2014 we were finally able to make a service appointment that Mr. [redacted] kept.  When the Specialist arrived at the home Mr. [redacted] now complained about his sofa, loveseat and flip flop sofa.  The specialist was able to address the issue with the customer's sofa and determined that the flip flop sofa was up to manufacturing standards.  The issue with the loveseat required parts and we immediately ordered them from our parts department in Wisconsin. 
The parts department sent the incorrect part for the loveseat on February 18th, and we apologized and issued a $100 gift certificate to Mr. [redacted].  We immediately reordered the part and the part was delivered on March 5th.  On March 1st, Mr. [redacted] reported an issue with his dinning bench and we determined that the best plan of action would be to offer Mr. [redacted] an exchange on that piece since he has be inconvenienced more than once.  We want to resolve the issue with Mr. [redacted]’s loveseat and we have service scheduled for March 12th.
Mr. [redacted]’s issues were not reported at time of delivery and we are following the procedures outlined in the terms and conditions of the sale which Mr. [redacted] has signed.  Our terms state that Ashley Furniture HomeStore offers a one year limited manufacturer warranty, from the original date of delivery.  This warranty applies to manufacture defects only.  During the one year warranty period Ashley Funiture Homestores will service the merchandise at no cost to the customer.  Merchandise serviced during the warranty period including replacement parts, is warranted for the remainder of the original warranty period only.  The Limited Warranty is granted exclusively to the original purchasing customer at the original delivery address of record and is not transferable.  The manufacturer’s warranty booklet is attached to every piece of furniture that we deliver.  That booklet states that we reserve the right to repair or replace any item with a manufacturing defect. 
At this point, Mr. [redacted]’s main issue is that we will not refund the cost of the flip flop sofa because he is unhappy with it.  The item has been evaluated by our specialist and the item is up to standards.  We do not accept returns of any items after delivery per our terms and conditions.
Our specialist is confident that he will be able to resolve the issue with Mr. [redacted]’s loveseat during the service appointment on the 12th.  We are looking for Mr. [redacted] to schedule the delivery to exchange his bench.
If he would like to schedule he can contact us at [redacted].

Good Afternoon,We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize for any inconveniences the consumer may have experienced while we continue to work to address her concerns. While we do understand the consumer has advised...

she believes the mattress to be defected, we do have protocol set forth by the manufacture of the mattress. The consumer was advised that all information inclusive of pictures was provided to the manufacture for burden of proof. The manufacture was unable to identify a manufacture defect solely from the pictures provided and has requested a service technician inspection to correlate the consumers concerns before a return authorization can be provided. The consumer was advised that we while we are pleased to continue to address her concerns, moving forward with an inspection is a requirement from the manufacture to move forward in addressing the consumers concerns. Please be advised that Ashley Homestore is simply a distributor of the mattress and takes no part in the manufacturing process. Therefore we are under contractual obligation to operate under their guidelines in regards to any comfort and/or manufacture concerns. The consumer is currently on schedule for today, 9/15/16 for inspection of the mattress. We are confident after providing the manufacture with the necessary information we will be able to provide clarity as to the manner in which we can address the consumers concerns. Please feel free to contact me should you have any questions or concerns in the interim. Sincerely,Deannie F[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken tot he consumer on 9/8/145 and was able to schedule her for delivery of all items on 9/17/15. We are confident all concerns will be fully resolved at that...

time.Best Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please see attachment.
Regards,
[redacted]