Ashley Furniture Homestores

I am rejecting this response because:
I don't want to close the complaint yet because Ashley hasn't made the effort to contact us...

directly and resolve the issue.  I'm wary that if I accept their response now, after several days there still won't be a resolution.  I want them to deliver our item now or if not, give us back our money with the insurance portion amount.Thank you.

Spoke to guest.  We have ordered the part to the damaged sofa.  He is going to call us once he receives the part so we can schedule a tech to install.

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer was offered store credit on the items she no longer wanted to take delivery of. The consumer utilized the store...

credit on 2/20/15 to reselect on items to better suit her needs. All concerns for this consumer have been considered to be resolved in full at this time. Please let me know if I can be of any further assistance in regards to this consumer. 
Best Regards,
Deannie [redacted]

Good Afternoon,
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced in awaiting the arrival of the order to be...

delivered in full. I am pleased to advise the consumer is currently on schedule to receive delivery of all remaining items to fulfill their order on 9/22/16. We are confident all concerns for the consumer will be resolved in full upon completion of the upcoming delivery.Please feel free to advise should the consumer have any additional concerns requiring further assistance at this time as I am pleased to assist in ensuring the consumers satisfaction with their order.  
 Sincerely,
Deannie F[redacted]

To whom it may concern,
 
We would like you to know that we have received your claim and are currently researching your account to better understand the concern at hand.
 
Please allow us some time to come up with a resolution to help you become a raving...

fan. 
Have a wonderful day.

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Upon further research we did find the original purchase dates back to prior ownership of that location. Due the...

original purchase not being made with our company we our unfortunately not privy to the consumers original invoice. However, based on the consumers concern for financing terms and conditions we would need to advise the consumer's claim be redirected the finance company G.E. whereas the terms and conditions of the financing contract was entered into. Ashley Furniture Homestore neither owns nor operates the financing company in which the consumer has expressed concerns with. Please advise if I can be of any further assistance in directing the consumer with their concerns.
 
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 have spoken to the consumer and advised that while she would be responsible for a restocking fee should she want cancel her order, we...

would also waives all fees should she allot for store credit. The offer for store credit was extended upon the consumers advisement that they have since purchased merchandise from an alternative company and no longer had a need for the merchandise. The consumer purchased on 8/30/16 and advised the first request to cancel was four days after purchase, whereas she was advised of our no cancellation policy as all merchandise is ordered specifically for the consumer at the point of sale. In regards to the cancellation request, we were and remain with in our estimated time to deliver, however, as per the customers advisement will not be allotted the opportunity to fulfill our services. I do apologize, however, the consumer would remain responsible for fees incurred to cancel the order at this time. Please feel free to advise if you have any additional questions or concerns in regards to this consumer.
 
Sincerely,
Deannie F[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.As [redacted] stated there was something rubbing against fabric while sitting on it, our backsides as any furniture would be used. The reason it's only fraying in that particular area is because that is the most used area. As I stated, I didn't purchase the furniture to not be used as normal, but after only 2 months of normal, regular use, the fabric should not be in that kind of state. During the time I have been dealing with this company; an additional 2 months now, there is more fraying on the product. Fraying material is covered under the manufacturers warranty for 1 year and should not have come to this. The ce from the Ashley Home Furniture Stores is unexceptable.  I can provide more photos if necessary.Regards,[redacted]

After careful review of your account it was determined that you were in our Nanuet location on 10/1/2016 at which time you made the purchase in question totaling $2,384.24. At the time of purchase, you signed the sale receipt (formally accepting all Terms and Conditions on the reverse side of the...

sale receipt) and selected a desired delivery date of 10/21/2016. On 10/21/2016, we honored your desired delivery date at which time you accepted all merchandise in good condition, signed the delivery receipt (which formally binds all Terms and Conditions that you had already accepted), and spoke with a member of our dispatch team to verify that all had gone well. We did not hear from you until 10/25/2016 (4 days after delivery was made), at which point you stated to our Customer Care office that you were not satisfied with the comfort of the mattress you purchased and wished to return it. At this time, you were informed that in accordance with the Terms and Conditions that you accepted and binded, we do not accept the return of any merchandise after delivery has been made. We did, however, inform you that sleep experts recommend that the human body may take up to 30 days to accustom to a new mattress, and that if after 30 days you still experienced discomfort, we had 2 options in which we would go above and beyond our Terms and Conditions to delight you. These options are as follows: The first option is the 60/40 option. This would mean that we would allow you to select a new mattress from our showroom to be delivered in exchange for us picking up your current mattress. Of the total you paid for the mattress (sales tax included), we would deduct 40% as a disposal fee. This would mean that the remaining 60% would be applied towards your new mattress. We would not charge any pick-up/delivery fee in this situation. If you choose a mattress that is more expensive than your 60% credit, you will be responsible for the difference. The second option is our 30% option. This option would mean that you may select a new mattress off of our showroom floor for a 30% discount. We would not require the pick-up of your current mattress for this option, and we would be willing to waive the delivery fee for the new mattress. On 11/23/2016 we received notice of a billing dispute with your credit card company. We responded with the aforementioned information and the dispute was closed in our favor due to compliance with the Terms and Conditions you accepted. You were in contact with our office again at the beginning of January at which time we opened a claim for your mattress to determine whether the mattress was defective. On 1/15/2017, a craftsman working with our company visited your home at which time it was discovered that your mattress was not defective. Since then, we have offered the same 2 options previously mentioned, as we will not be allowing for the return of the mattress for either a full credit or a refund. You were unwilling to accept those offers. These are the only 2 offers that have been, and will be offered to resolve the complaint. These offers are beyond the Terms and Conditions you accepted, and we have no obligation to offer either, however we value you as a customer and wish to work towards resolving the issue. Thank you for your time, and have a wonderful day!

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Upon further research we found all merchandise was delivered in full to the consumer on 9/18/15. As per the consumers advisement, the consumer had...

requested to have all merchandise delivered no later than 9/18/15. At this time we would consider all concerns brought forth resolved  in full as the consumers request was accommodated. Please advise if I can be of any further assistance to the consumer or if there is additional information in regards to the order we may be unaware of at this time.Best Regards,[redacted]

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.While I believe after speaking with [redacted] of Ashley Furniture on Thursday, January 8, 2015, that we did have a resolution we could both live with, it has not been executed.  I was told to avoid getting a continuous runaround, she would have [redacted] call me to execute our agreement.  She has never called me.  I was called on Friday, January 9, by [redacted] who was very nice and reiterated the agreement I had with [redacted] from the day before.  He had [redacted] call me to execute the agreement however, she was changing the terms as we had agreed.  She had stated that she had no authority to make a decision (exactly what I was trying to avoid) and would call me the next morning as soon as she came to work because she was getting ready to leave work for the day.  She did not call me the next day.  I left 2 voicemail messages for her and 2 for [redacted]  [redacted] finally called me on Sunday January, 11, 2015 and once again was refusing to cancel the order and return to the original credit as [redacted] and I had discussed and agreed. She told me that she would call me first thing yesterday.  She did not.  I left her a voicemail message this morning at 10:30.  I was told by her on Sunday that she would email the completed invoice and I still have not received it.  I have told [redacted], [redacted] and [redacted] that I am going to be away on Travel from [redacted]orrow 1/14/15 until Monday 1/19/15 and wanted to get this resolved in its entirety prior to my departure so I wouldn't have to deal with it when I get back, or think about it while I am gone.  This has been stressful and frustrating.  My initial resolution requested a full refund in order to be done with Ashley Furniture.  I tentatively agreed, however,  that we would cancel the order with them and return to the original store credit which would support replacing the original 2 defective sofas.  Clearly, getting any business completed with Ashley Furniture is beyond their capability.  No one has the authority to make a decision or execute an agreement, no one returns a call or calls when they tell you they will.  I don't have an invoice, the products haven't been ordered and who knows when the order will ever be delivered.  Additionally, while I will need to purchase an extended warranty to provide me the protection I need in the event the replacement products are defective as well, I cringe at the thought of dealing with Ashley furniture in the future. I just want this entire ordeal to be over.  This should not have been difficult to execute however, clearly the employees of Ashley Furniture have made it that way!Since Ashley Furniture clearly cannot follow through and execute the agreement I thought we had in place, just cancel all orders and refund all monies, including the original credit of $1511.98.  As a final reminder, I am leaving on travel tomorrow, January 14, 2015 and may not be reached until Monday, January 19, 2015.    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.
10/1/16 my furniture delivery arrived and returned for the 3rd time due to damage.  The company has failed to keep up their end of the agreement.  Please advised.
Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We do sincerely apologize for any inconveniences the consumer may have experienced during the delivery process. I can confirm that all merchandise has been delivered in...

full as of 10/24/15 and services have been rendered in full.In regards to the gift card offered, we do sincerely apologize the consumer was displeased with the offering of. Please rest assure it was offered to the consumer as a sincere gesture of appreciation to a valued consumer. We are pleased honor the offer at any time should the consumer wish us to do so.Best 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 have been told repeatedly that the parts are on order, but have been delayed due to production and now, because of the holiday. I did request a slight delay in shipment (until after the 1st of the year) so that the parts (assuming they are the correct ones) do not sit outside in the elements for an extended period of time. I'm not sure I appreciate it being shared that we will be out of town. I would like to say that Sharon H[redacted] has been doing her best to help resolve this issue.Also worth noting: I have previously been told since my last update that the parts were shipped (a second time) but must have been stolen from my porch since I never received them. Not possible since I was home the day of delivery and we live in a very populous neighborhood where theft has never occurred. I can not accept resolution on the this matter until the CORRECT parts have been received and installed to our satisfaction. 
Regards,
[redacted]

I have left a message with the guest to discuss options..

The guest was out of warranty when he called about the issues with the furniture.  I offered to repair as a courtesy since it was not that far out of warranty.  I explained to the guest at the time we could only do repairs we would not replace it.  I do understand that the tech recommended it be replace.  The tech only makes recommendation, he turns the paperwork into the service department and they make the finally decision.  If we can still get the parts to repair, the warranty is for repair.  According to our system we have repaired the furniture.  I have left a message yesterday and today to follow up on the service.

Good Afternoon,
 We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced with their merchandise...

concerns. Our customer care department has been in contact with the consumer as recent as today, 1/6/16 in the efforts to continue to address their concerns. The consumer was offered and accepted an exchange of the corner chaise. A new chaise has been placed on order, as well as we have parts placed on order for the middle cushion for the armless loveseat. We are confident in taking these measures we will be able to offer the consumer full and complete resolution to their satisfaction.Please advise if their are additional measures required to be taken at this time to ensure the consumer remains satisfied in the manner in which their concerns are being addressed at this time.
Sincerely,
Deannie F[redacted]

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. The below consumer has been approved for a refund of items in the amount of $557.65, which was issued and mailed on 10/21/16....

Unfortunately the check was returned to sender by US mail due to concerns with the address listed. I have since reached out to the consumer to confirm the address and the refund check was reissued and mailed on 11/1/16. The consumer has been additionally advised and should expect to receive funds not exceeding 3-7 business days.Please advise if I may be of any additional assistance in addressing the consumers concerns.
 
Sincerely,
Deannie F[redacted]

Good Morning, We will reach out to the this customer and attempt to resolve their concerns as best as possible. You can expect a response with resolution shortly. Thank you

[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 request a full credit return for the sofa sets and warranty to my credit card. Additional details are in attached file. 
Regards,
[redacted]