Ashley Furniture Homestores

Complaint: [redacted]
I am rejecting this response because:I have been unable to contact Melanie at her contact information listed ([redacted] Ext [redacted]).  Three messages have not been returned. 
Regards,
[redacted]

Spoke with the guest.  We are replacing the table, chairs and file cabinet.  Those are being delivered on 10/3.    I am having service look at the desk and TV stand.  I am refunding $99.99 for the inconveniences.

To whom this may concern,
 
We have taken the time to look into your account and the paperwork seems to match up correctly, have you tried contacting Synchrony directly? We left a message on the phone number provided so we can discuss and go over the transactions you have and...

what we have on file, hopefully this helps correct any confusion. Please call the number that we have provided on the voicemail and ask to speak directly with [redacted] so she may partner with you and come to a resolution. 
Have a wonderful evening

To whom it may concern,You are absolutely right, as 2 claims were opened under your account (Please see attached documents). One was opened under Service Request # [redacted] on 9/16/2013 at which time we requested pictures of the damages so that we could determine the nature of the issue and proceed accordingly. We received no pictures and left a message to which there was no response, and so your request was inherently closed. The second claim was opened under Service Request # [redacted] on 4/22/2014 at which time we once again request pictures and stated we would order parts after receiving pictures. Once again the purpose of these pictures is to assess the damage so that we can order the correct parts. The following day we left a message on your voice mail to remind you to send in pictures. We left another message on 4/23/2014. On 4/25/2014 we left a message and sent an email reminder, to which we received no response. On 4/29/2014 we left another message to request pictures and we offered to re-open the claim once pictures were sent in. Since then we have not heard from you until we received your complaint to the Revdex.com. We did attempt to address your issues within your warranty period, however, due to you being unresponsive and not following our claim process, both claims were closed. At this time you are well out of your warranty period, and so we will not be able to open another claim. If you wish to call into our Customer Care office (###-###-####), we can provide you with information for you to contact craftsmen that we work with for repairs. Any repairs they would make would be out-of-pocket expenses, as you are not covered under warranty. Thank you for your time, and have wonderful day!

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and although I do not find the response regarding the warranty specifics satisfactory to me, my problem has since been resolved.
Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like tot hank you for bringing this consumers concerns to our attention. We do apologize the consumer has not been satisfied with the options provided to address her concerns.In regards to the concerns from the consumer...

in regards to being delivered used merchandise. The consumer was advised the merchandise delivered to her home was delivered new from the manufacture, as merchandise is specifically ordered for our consumers at the time of purchase. The consumer was also advised at no time would we allow used merchandise to be delivered as it is prohibited per Virginia state law and against our own policies and procedures to do so.In regards to the condition of the merchandise, a service technician was sent to the consumers home to inspect and assess the condition of the delivered merchandise. The merchandise was found to meet all manufacture specifications at that time. The consumer remained dissatisfied and cushion casings and cores were placed on order as a courtesy. The consumer has since refused all efforts to address her concerns via repairs and the offer was extended to pick up and refund the merchandise with a 30% restocking fee. The consumer was advised the 30% restocking fee was implemented solely due to our advisement that the all merchandise was delivered in full, new and met all manufacture specifications. Per the consumers advisement in the letter brought forth we do feel we have made a genuine effort to come to an amicable and fair resolution to resolve her concerns. As previously advised we are more than pleased to address the consumers concerns as originally advised via service. Pictures are furnish able upon request to support our findings with the consumers merchandise.   Best Regards,[redacted]

To Whom it May Concern,
We have received your claim and are currently researching your issue.
 
Our goal is to partner with you and come up with a resolution that can create a raving fan. I will follow up with you by the close of business today.
 
Have a...

wonderful Day.

To whom this may concern, We...

appreciate your time and patience, upon review of your account it seems that the two pieces are out of manufactured warranty. However, we would like to assist you with the defective pieces. We were able to receive credit for the reclining sofas. Please be aware that you may receive a call from the store to come in for a reselection. If you do not receive a call, please be aware that there will be a credit on your account for the original merchandise amount and you may go in to the New Rochelle location any day after or on 9/23/2016. Thank you.

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.
Just as expected I went into the store this evening to pick up these pillows, and they are not at the store. Not only are they not here, but they have not even been ordered (per guest services). Not only do I want to keep this case open. I expect to hear from Sharon H[redacted] tomorrow.  This store owes me my complete refund, my pillows, as well as some sort of compensation for this. Once again [redacted], I thank you  for your time.   Sincerely,  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
This complain actually was called in in July, when I didn't here back again, I do not work on your time I called back and it took 2 weeks and a complain to the Revdex.com for this to come through, I was also told when I bought the furniture that the only way to get the pricing was to buy the extended warranty, but the warranty only covers any accidents cause by the consumer. It's unfortunate that when you have recordings and can't find the recording, then what good is a recording, I have attached pictures, I accept this term that you will TRY to help, I already called the warranty company and they can't do anything about it.  I will continue with this matter to the next level.  It's unfortunate that this is the kind of professionalism and service you have to deal with people who have lack of knowledge, service and definitely record keeping.
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.I have [redacted] some photos that were taken only 2 months after taking possession of what was supposed to be NEW furniture. This furniture is not misused in any way. There are only 3 adults that live my home. This is a result of low quality merchandise that they charge higher quality prices for. If this has occured due to misuse, why doesn't my other furniture have the same issues? It was in the same location as this furniture prior to my recent purchase. I won't say that we only sit on it with our Pj's on because that is simply not true, but we don't use it any different then our other furniture or the way most families use their living room furniture. I can other photos if necessary. If they would take a look at the reviews posted on their [redacted] page and on [redacted], they would see they have quite a few unhappy customers. I wish I had looked first. Regards,[redacted]

To whom this may concern,
I apologize for any inconvenience this may have caused. You agreed to delivery on 8/10/2016, and was not satisfied with the four hour window provided for delivery. Our system routes geographically according to how many guests we are delivering to as well as the...

amount of merchandise being carried on one truck. Typically if a customer does not like the timeframe or cannot accommodate (i.e finding someone to accept delivery for the customer) we do charge a redelivery fee, please be aware that this is because the day before delivery the trucks are already loaded, merchandise is off the shelf, and any cancellations disturb the route and timeframe for the rest of our guests. On the terms and conditions signed at the time of sale it does state that delivery is non-refundable. However, that day we made an exception and did not charge you the restocking fees. Please allow your bank to show the refund of $53.49 to clear.
Along with this response, we have a provided attached forms showing the refund credit for $53.49 made on 9/27/2016, we were originally going to charge you the restocking fee but were able to waive the charges. I suggest you wait 5-7 business days to allow the information to process with your bank. If you do not see any changes please reach out to your store and contact Kenya who is aware of your situation.
 
Thank you

To whom it may concern,I do apologize for any misunderstanding but I would like to once again point out some key items in my previous response."At the time of purchase, you selected a desired delivery date of 12/28/2016, and signed the line on the sale receipt labeled: “Customer Acceptance of Terms & Conditions on Reverse Side.”. Within the Terms and Conditions, we do explain that if an authorized party is accepting the delivery, you acknowledge that the authorized party is formally accepting delivery and binds all Terms and Conditions, and we instruct you to review these Terms with them. We also explain that if merchandise arrives damaged, you may refuse the merchandise for either an exchange or a refund for the damaged item(s), otherwise we could leave the merchandise in the home and schedule an in-home service. After the acceptance of delivery, the warranty applies only, which allows us to service any merchandise suffering from manufacturing defects only at no cost to the customer within a 1-year period beginning on the date of delivery. We do not accept the return of any items after delivery has been made. (Please see attached documents for verification of aforementioned policies)." You asked how the receiver of your gift would have the receipt. They would not have the receipt unless you provide it, however you did agree to policies that state that you (the purchaser) are responsible for making any authorized party accepting delivery aware of all Terms and Conditions. You also mentioned that the damages occurred during delivery. Had you made the receiver of the gift aware of the Terms and Conditions (which you did agree to do), he or she would have been well aware of the fact that they could refuse the merchandise at that very moment and schedule a replacement if they so desire. We do empathize with your current situation, however you chose to agree to Terms and Conditions which include consumer rights that you did not practice. For this reason, we will not be able to compensate or stray from our standard operating procedures. Thank you for your time, and have a wonderful day!

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.
Ashley Furniture has violated Virginia Law § 32.1-215, Disposal Restricted – No person shall rent, offer to expose for sale, barter, giveaway, or dispose of in any other commercial manner any article of bedding or upholsteredfurniture made, remade, reupholstered, or renovated in violation of §32.1-213 or §32.1-214 or anysecondhand article of bedding or upholstered furniture unless since last used such secondhandarticle has been sanitized by a reasonable process approved by the Commissioner . (Code 1950,§32.1-119: 1952, c. 530; 1956, c.530; 1979, c. 711.) I have expressed my dissatisfaction with the USED furniture that was misrepresented as NEW as well as the offer that I pay a 30% restocking fee in order for the furniture to be removed from my home.
Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. At this time we are currently working with the consumer towards reaching an amicable resolution to address their concerns. The General sales Manager has contacted the...

consumer and has scheduled a meeting on 6/28/15 so that they may further discuss effectively resolve this for the consumer to their satisfaction. I will be pleased to provide an additional update upon doing so. Please feel free to reach out to me should you have any further questions in regards to this consumer in the interim.Best Regards,[redacted]

Spoke to the guest.  We have delivered the furniture.  We are issuing a $100 gift card today for the delay and inconveniences.

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The General Sales Manager has been in contact with the consumer to further address and discuss their concerns. The...

consumers order was cancelled in full on 4/6/16. The consumer was refunded in full and no additional cancellation charges were applied due to the delay. Please feel free to contact me should you have any additional questions or concerns in regards to this consumer. Please feel free to contact me should you have any additional questions or concerns in regards to this consumer. 
Sincerely,
Deannie F[redacted]

To Whom It May Concern:This customer just recently contacted us about her issue with her table.  Once we heard about her issue, we scheudled Ms. [redacted] with our Certified Furniture Specialist and had them resolve the tightening issue.  The service was just recently completed on...

2/14/15.  If Ms. [redacted] has any future concerns, please have her contact me directly.Thank you, [redacted]Customer Care Manager###-###-#### Ext. [redacted]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer received a refund in full on 12/11/15. Please feel free to contact me with any additional questions or concerns you may...

have in regards to this consumer.
Best Regards,
Deannie [redacted]