Ashley Furniture Homestores

To Whom It May Concern:The customer purchased a Sealy mattress from Ashley Furntiure.  After having the product in the home for about a month, she determined that the mattress was making too much noise.  As the servicing agent for the bedding manufacturer, we decided to send a...

Certified Specialist to determine if the mattress was defective.  The Specialist officially reported back that the mattress was up to manufacturing standards.  Since the customer was still not satisfied with the product we did offer her two different options.  The first option allowed the customer to reselect a new mattress with a 30 percent off discount off of the regular price of a new mattress.  With this option the customer could keep the mattress that she had as well as get a discount on the new purchase.  In this case a new delivery fee would need to be paid, unless the customer was able to pick up the new purchase.  The second option, which is what the customer chose was for Ashley to pick up the bed with the understanding that there is a 40 percent disposal fee.  The remaining 60 percent was to be used towards the reselection of a new mattress.  With this option, current sales promotions and bedding coupons are not applicable and the delivery fee is required. Please note that the customer was aware of these options prior to reselecting a new mattress.  We have these offers available for customers that are just not happy with the original bedding purchase.  In most cases we offer these options when customers state that they are not comfortable with the bedding that they chose.  As you may know, comfort is a subjective issue and not a manufacturing defect.

Revdex.com:
I have reviewed the offer 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.[redacted] suggested that I submit another claim when in fact an employee of Ashley Furniture, [redacted] submitted a second claim on my behalf along with the report from the technician detailing the damages;  the second claim was also DENIED.  Ms. [redacted] indicated that the reason my original claim was denied was because it did not entail the specifics of the damages which is true. I did not assume that using water to wipe off a wooden table would cause damage.  Furthermore, the water damage was not the known cause until the technician indicated so.  However, the second claim included specifics about the water damage that was also supported by a third party (a technician for Ashley Furniture) which included a report submitted by the technician and it was DENIED for the following reason according to an email response from [redacted] Furniture Services on 2/20/15:[redacted]Following a thorough review of your claim, we regret to inform you that we are unable to service the reported problem for the following reason:The information provided to us indicates that your problem is caused by general wear of your Covered Product, and is not the result of  accidental damage. Your protection plan does not cover wear-related issues, such as fading, wear, seam separation, stress tears, loss of foam resiliency, pilling or fraying of fabric; leather or vinyl color loss or cracking and peeling, splits on bi-cast leather, and scratches, dents or chips that do not penetrate the finish or expose the substrate.This is the response after I spoke to Ms. [redacted] who indicated the claim should be covered and the the second claim was submitted.  So I guess neither I nor the employee of Ashley Furniture ([redacted]) are aware of the magic words that need to be said in order for the claim to be approved.  I spoke to Ms. Ferrell on 3/6/15 after submitting my complaint and she indicated that the damages should be covered and that she would reach out to [redacted] in an attempt to have this issue resolved.  I forwarded her a copy of the denial notifications from [redacted] along with my original claim information.  Now, according to her response to you she is advising me to submit another claim.  So what happened to her speaking to [redacted] about the denied claim that was also submitted by their store employee with the technicians report??  I paid ($79.99) for a bogus extended warranty plan (please see attached) that Ashley Furniture was advertising, promoting and pushing during the sale of my dinette set. This issue should be easily resolved.. if the store is promoting and selling a warranty under false pretenses then the consumer should be refunded their money.  I'm not asking for anything unreasonable... I would not have purchased that particular dinette set if I was not informed and sold on the warranty providing coverage.  Not only did the salesman lie about the warranty but Ashley Furniture is selling a product that is bogus.  I would either like the table fixed or a full refund and the merchandise can be returned.  Regards,[redacted]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has...

contacted the consumer on 2/20/16 to advise we would be offering a store credit to reselect on the items the consumer currently has in home. The consumer has advised he was pleased with the resolution offered and is currently in the reselection process of his order. Once the consumer has selected the new items, we will place on order to prepare for an exchange of his items he currently has in home. Please feel free to contact me should you have ay questions in the interim.
Best Regards,
Deannie [redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Furniture, please allow me to apologize for any delays the consumer may have experienced in the delivery of their merchandise. At this time I am...

pleased to report the reaming undelivered merchandise was delivered on 1/1/16. All service for this consumer have been rendered in full on said date. Please feel free to contact me if I can be of any further assistance to the consumer.Best Regards,Deannie F[redacted]

Good Afternoon,
 We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. I am pleased to advise all concerns for this consumer have been resolved in full, The consumer was extended the offer to refund the adjustable...

base in full and accepted said offer. The item was picked up on 12/21/16 and the refund was processed shortly thereafter. Please advise if we may be of any additional assistance to the consumer in ensuring all concerns have been fully addressed to their satisfaction as advised.
Sincreley,
Deannie F[redacted]

To whom this may concern; We are still working on finding a resolution for you, please allow us 24-48 hrs to contact you at the phone number provided with our response. Thank you

I have left another message for the guest to call me.  According to our records we have completed the repair.  I will continue to try and reach the guest.

Good Afternoon, I am pleased to advise the consumer has been contacted and advised a refund is currently being processed by our accounting department via check to be mailed to the consumer. The consumer should expect to receive full funds to their residence within 7-10 business days. Please advise if we may be of any additional assistance to the consumer. Sincerely,Deannie F[redacted]

To Whom It May Concern:Thank you for taking the time to bring this matter to our attention.  At Ashley Furniture we are committed to assisting you with your concerns.  Please reach out to me directly, so we can evaluate your servicing issue and partner together towards a...

resolution.  I see that we closed out your previous service after the cushions that the specialist recommended were delivered.  If that did not resolve your concerns, then we will need to send out another Service Specialist to evaluate the product as per our manufacturer warranty.

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.
When I paid, I paid for defect free new bed. I never got a defect free bed from Ashley Furniture and they are under obligation to deliver me a defect free new bed. They are trying to do repair which is never going to be a solution. The whole bed is wobbling and is going to collapse indicating that whole bed is defective. The technician who came did not even touch the bed and draw conclusion. He did not give me his business card and I do not think he is a certified technician. More importantly, bed was delivered originally defective and hence need to be replaced. I bought a bed and not individual piece and needed to to replaced what I bought.
Regards,
Sunil Sah

The refund was processed in out system on 7/7 and it normally takes 2 weeks for the guest to receive after it is processed in out system.  I left a message for the guest to confirm she received the check.

Spoke with the guest. We have refunded the sofas but the guest returned a rug to the store and we have not refunded that.  I am emailing the store about that refund and will follow up with the guest after I hear from the store.

Good Afternoon,
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has been in contact with the consumer diligently working towards resolution. At this time the consumer has been approved for a...

pick up and refund of the aforementioned merchandise in home and is currently on schedule for merchandise pick up on 9/17/16. Upon receipt of their merchandise to our possession we are pleased to issue a refund in full to the consumer.Please advise if I may be of any additional assistance to the consumer while continue to address her concerns.
 
Sincerely,
Deannie F[redacted]

[redacted] called she stated the first delivery was refused by the consumer. The second time the product didn't pass inspection so it was refused by the business. [redacted] stated that they have a brand new product ready to be delivered. [redacted] stated that Stephanie is the individual that can be contact...

in regards to anything about delivery or any questions she can be reached at [redacted] extention [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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I understand that blue prints aren't available in the store. However, you can't tell me that they aren't available from the manufacturer or the designer/engineer. I have asked for them so that I can compare them with the way my pieces have been constructed. There are some issues in these pieces that there is no way that I will believe that these were built to standard without seeing the plans myself. If these plans aren't provided for my inspection, I will go to the local news media with actual photographs of the construction of these pieces and see if they have any success in resolving this issue. This was represented and priced as though it is fine, quality furniture. The fact that we have had to have a repairman out 3 times in less than a year is ridiculous. I will not be put off in this regard. When I feel that this has been reasonably resolved I will let it go, but NOT until that has been achieved.
Regards,
[redacted] & [redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Myself and the store of purchase have been in communication with the consumer and have recently advised the remaining undelivered item has an estimated arrival to our...

distribution center on 4/6/16. We are confident we will be able to deliver the item by the end of business week We do apologize for any delays the consumer may have experienced, however, all consumers are advised at time of purchase availability of items is an estimated time frame and can be subject to delay based on manufacture availability. I am pleased t provide an additional update upon completion of the delivery. In regards to working with the consumer on delivery dates and time frames to meet their scheduling needs, we are pleased to accommodate the consumers schedule to the best of our ability.Please advise if I can be of any further assistance in the interim.Best Regards,Deannie F[redacted]

Good Afternoon,Thank you for bringing this consumers concerns to our attention. Resolution has been provided to the consumer. The consumer is currently on schedule to receive a pick up and refund of all items sold, with the exception of bedding product. The consumer has advised the resolution is a...

fair and reasonable offer at this time.Please advise if there are any additional questions or concerns regarding the resolution provided at this time.Sincerely,Deannie F[redacted]

According to my system, we have completed the repair.  I have left the guest a message to confirm it was repaired to his satisfaction I will follow up again.

To Whom It May Concern:We would like to offer this customer a full refund for the mattress pad, providing that the item is in new condition in the factory packaging.  In order for the customer to receive the refund, the customer will need to bring the item into the New Rochelle store. ...

Thank you, Melanie