Ashley Furniture Homestores

To whom this may concern,

black; font-family: "Verdana",sans-serif; font-size: 9pt;">Upon further review of your account we have come to find we sent a technician on 8/09/2016 to bring your furniture up to showroom standards. In regards to the accent chairs, we show that the tech was able to buy wood and correct the issue with the frame of the accent chairs. Please see photos attached of accent chair flat on floor after repairs. He was also able to pull the fabric tight on the chaise to fix the “puckering” or looseness of the material, please view attached pictures of before and after repairs of tech.
On that same report of 8/09/2016 it states the tech did not need to install new arms, he was able to tighten the fabric, we left the fabric with the guest as a courtesy. He advised customer that this is the way the material is made; as well that the pilling of the fabric will eventually stop. However, we did order two new cushions for our guest to replace the seats with the pilling issue of the accent chairs. Our guest was not satisfied with the repairs provided, so we scheduled another technician to go out and inspect the work done. On the report, it states the customer does not like the wrinkles and tech attempted to tighten fabric again but the guest rejected the service. The tech states all the fabric needs are extra staples to secure placement.
At the time of sale, we provide our guests with our terms and conditions on the back of every receipt. Please see Terms and Conditions attached, we circled the area where we state there are no returns of merchandise along with the warranty information that states we only provide service once furniture is accepted into the home. If the guest would allow us to send the tech again, we can install the arms that the guest still has if that’s something she would like, and he could tighten the fabric that the tech states IS repairable.
We also revealed that this guest called in regards to their protection plan which is a third party company. Any claims that are opened with them are not in our system. If the guest has any questions with claims they may have opened with their protection plan they must reach them directly at ###-###-####.
Thank you

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 the consumers first delivery was delayed due to the broken truck. We certainly empathize with the consumer, however, a concern in that regard...

is truly out of our control. The consumer was advised we would do all with in our power to resolve and would deliver at any time they chose. The consumer chose the following Sunday and advised they would only be available between the hours of 6am and 9am and were accommodated. In regards to the remaining item, the delivery for Weds, 12/30/15 was honored and services were rendered in full on said date. At this time all concerns for this consumer have been resolved in full. Please advise if I can be of any further assistance. Best Regards,Deannie F[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. However, I don't think that it should go unnoticed that the NJ customer service team made this process extremely difficult with the exception of [redacted], who was wonderful. They should really try to treat their customers with more respect and understanding instead of belittling and arguing with them when they deliver damaged furniture. It shouldn't take a Revdex.com complaint for them to make the situation right. 
Regards,
[redacted]

Well, I have several issues:
1. They never actually offered anything different through Revdex.com in terms of compensation (monetary, credit, etc.) or in terms of help; anything offered was already offered and hence triggered my desire to open a Revdex.com complaint.
2. The length of time I've been experiencing issues is poor; the initial order was in February and now we're into September.
3. Most companies go out of their way in order to resolve issues; Ashley seems to only replace items and not acknowledge a bad design.
4. Quite frankly, I didn't care about compensation, etc. if they would only fix the issues (as in REPAIR, and not REPLACE) in a competent manner.  Since their materials and workmanship is subpar, I'm stuck with two $1000 sofas that hurt my back (and my wife's), in addition to the other issues mentioned (the padding has been sinking a lot as of late, more so than an 8 year old sofa from a competitor that also cost $1000).
5. Issues that remain unresolved: Why is she saying that the leather has natural variations when the technician (that actually saw the sofa) states that the issues were man-made?  The previous issues that caused replacement were things like cuts in the leather, which are definitely not natural (so don't really accrue towards her variation reasoning).  In addition, the tables were continually put together incorrectly, and this communication never seemed to get back to the team who actually builds the tables.  I was fine with putting them together myself, however in that instance I did not want to be charged a delivery fee since it doesn't make sense to charge me that and also have me fix the furniture.
 
Since there seems to be repeated failed attempts at resolving the issue directly, I prefer to have a partial refund as initially stated and close this matter.  $100 in a refund for $2800 in purchases (nearly all of which maintained some issue confirmed by their own technicians) is insulting considering the amount of time I've had to deal with this issue, time off from work, and the hassle and frustration of being stuck with merchandise that is of insufficient quality.
 
Thank you.
 
[redacted]

To Whom It May Concern:Thank you for being a valued Ashley customer.  Although we cannot extend your warranty, we would be more than happy to assist you with any protection plan concerns.  If you did not report the issue under the guidelines of the protection plan our group can...

direct you to specialists that may be able to repair your concern.  Please reach out to our customer care team and we will be happy to help.

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize, however, the consumer would need to work directly with the extended warranty company to address the warranty complaint. While we do offer the...

opportunity for the consumer to purchase the extended warranty at point of sale, [redacted] is neither owned nor operated by Ashley Furniture. I do apologize for any confusion in regards to coverage, however, all documentation of coverage and warranty is offered at time of purchase to eliminate any confusion. Upon reviewing the complaints. however, several of the concerns mentioned, with the exception of the peeling would be covered under the extended warranty. I would be pleased to review the claim filed and offer further advisement  to the consumer should they need further assistance in addressing this claim with the warranty company. Please feel free to reach out to me should you have any further questions in regards to this consumer.Best Regards,[redacted]

To Whom It May Concern:This customer's replacement item has been scheduled for delivery on Friday, May 22nd.  If there are any further questions, please contact us at ###-###-####.Thank you, Ashley Furniture HomeStores

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.
[Yes they did send someone out to repair the scratched table but the repairs are still noticeable and I was told that someone would call me in a few days but I never received that phone call. I would like to have the table replaced for a New one with no damages. My phone number is [redacted]so that they can call me for any questions  .] 
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 received  a voicemail from Sharon and left her a voicemail when i didn't reach here upon calling her back to let her know that I have not received the pillows..]
Regards,
[redacted]

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for brining this consumers concerns to our attention. We are pleased to assist the consumer with any merchandise concerns they may be experiencing as it is our mission to ensure our guest not only...

enjoy their purchase, but, receive quality merchandise each and every time. We have spoken to the consumer on multiple occasions in the efforts to address her concerns, however, any request on our behalf of pictures and/or to send a service technician to the consumers home have been declined by the consumer. The consumer has been advised that in order to address her concerns we do require visual confirmation of the concern so that we may ensure we provide the best possible resolution to address th consumers concerns. We are pleased to work with the consumer to address any merchandise concerns and to ensure quality service, however, we can not exchange or service the item sight unseen with out clear advisement as to the nature of the concern. Upon receipt of either pictures and/or inspection of the merchandise we are pleased to move forward in addressing the consumers concerns in a swift an efficient manner.Please feel free to advise if I can be of any further assistance in the interim.
 
Best Regards,
Deannie F[redacted]

Good Afternoon, We can recommend contacting a trained independent craftsman that works regularly with Ashley Home Stores. KDS - ###-###-####, please make note that the terms of the warranty state that Ashley is not responsible for labor, packing and all shipping transportation costs. LIMITED WARRANTIESLimited Warranties are non-transferable. The following Limited Warranties are given to the original retail purchaser of the following Ashley Furniture Industries, Inc. Products:Frames Used In Upholstered and Leather ProductsLimited Lifetime WarrantyA Limited Lifetime Warranty applies to all frames used in sofas, couches, love seats, upholstered chairs, ottomans, sectionals, and sleepers. Ashley Furniture Industries, Inc. warrants these components to you, the original retail purchaser, to be free from material manufacturing defects. Lifetime means the normal useful life of the product. Ashley Furniture Industries, Inc. will pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., or a repair center designated by the Customer Service Department of Ashley Furniture Industries, Inc., at no charge to the original retail purchaser. After one year from the date of purchase, the frame warranty covers replacement parts only, and the original retail purchaser will be responsible for labor, packing, and all shipping and transportation costs.

Complaint: [redacted]
I am rejecting this response because I was not available on 9/27th for the appointment please re-schedule appointment for another Saturday.  Thank you.
Regards,
[redacted]

We have delivered the guest a sofa that fit and we have a tech scheduled to look at the damage.  I tried to call the guest to follow up.  No answer.  I left a message.

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.Regards,[redacted]
I am sooooooooooooooooo fed up with Ashley.  They call and leave a voicemail.  When I call back, I get their voicemail.  It has been nearly FIVE MONTHS since we got our damaged furniture.  I think that is long enough for anyone to wait.  I have damaged furniture that is unsightly.  It is way too late to dispute the charge on my credit card.  Ashley dances around the problem without taking any action EXCEPT sending the WRONG repair part and sending their repair man at the WRONG TIME!.  I took a day off from work that I cannot get back. You can relay to Ashley that I am done waiting.  I will have a local upholstery shop make the repair and then sue Ashley in small claims court OR they can send me a $100 refund now and I will let it go.  Enough is enough.  I will NOT take any more time off from work only to have the guy show up at the wrong time.

My girlfriend and I purchased a sofa and a bed totaling over $2k. After waiting the two weeks for delivery, we excitedly set everything up in our bedroom. On the SECOND night on our the new, very expensive bed, the slats broke. On inspection they had broken before and had clearly been wood glued back together.
My girlfriend tried to call the store repeatedly to no avail. We then drove across town to the store to be told we'd have to wait an hour for the manager to arrive. We waited and the manager pleasantly gave us the numbers to non-functioning voicemail boxes at the distribution center and NO other help.
I finally got someone on the phone who told me it'd be 2-4 WEEKS before they could send replacement slats. (God knows what those will look like) I could attempt to schedule a time for a "technician" to come and repair the bed. The "technician" who had delivered the bed originally drove, almost to a fault, every screw crooked.
Before you buy from this den of horrors, remember that "ALL SALES ARE FINAL". They use easy financing to lure you into buying crap furniture and leave you out to in the cold once the ink is dry. They'll up-sell you into "protection plans" that mean that someone MIGHT talk to you as opposed to giving you a non-working number in Tora Bora.
Sure, I'm pissed off about the bed. But if somebody would actually respond instead of running me through a maze of platitudinous bollocks and incompetent, apathetic drones, I wouldn't be half as angry as I am. If you love yourself and your family, for the love of all that is holy go somewhere else, before it's too late.

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
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 the consumers concerns have remained unresolved as mentioned in her complaint. I have spoken to the consumer and advised we...

would be pleased to address her concerns with the merchandise in her home at this time. We did advise the consumer that we have no notable conversation with the consumer until most recently when our customer care department was contacted. She was advised due to the lapse in time between August of 2014 and August 2015 we would be unable to identify any further details in regards to the exchange. As well as exchanges offered are time sensitive and we would not be able to honor an exchange at this time due solely to the time lapse before being re-brought to our attention.In regards to the repairs. It is within our company policy and procedures to address any merchandise concerns in home via service, should it be a viable option to resolve all concerns brought to our attention. The consumer was advised we are confident all concerns recently brought to our attention are addressable through service of the merchandise. At this time no services have been rendered as the consumer has not allowed us to move forward in addressing her concerns outside of a full exchange. The consumer was advised that she has surpassed her 1 year manufacture warranty , however, we have all intentions of making this right for her.Best Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Hello Melanie,
It is now 2 weeks and 1 day since your delivery of your poor quality furniture. This furniture quality is comparable to [redacted] or [redacted] products that are bolted together by the consumer. It is pure junk. I understand fully that you have a term of sale and you do not want returns at all after transfer of product to consumer. Returns the next day or later I understand is not in your companies best interest. But that said I also feel that in the regard to our experience with this product I would of expected Ashley to make a business choice to help make this better for a returning customer of yours. I have bought other Ashley products with no issues at all, even bought online some products for my daughters room. That online purchase was returned to your company with no issues 2 weeks after delivery. I was told I had to pay ups shipping to return product and I had 30 days to make the return with a 100% return of my money. I don't understand why ordering it online in the store is different from that. I also don't understand why you say that you don't have that 30 day return policy for online purchases as I have done that in the past.
As noted I don't understand why Ashley is willing to lose a customer over me calling 2 hours after delivery and offering to pay truck to come to mu house a second time and pay a reasonable restocking fee for your troubles. This action was only requested from us because we did not see furniture in store to check out and my wife and delivery men were in a rush at time of delivery to move on and get back to work. I feel this is not the next day or later and maybe thought Ashley would after my offer of paying for the return would make a business choice to have customer retention. Unfortunately this experience has been very eye opening about Ashley furniture and the rigidness about not satisfying a very reasonable customer request two hours after time of transfer.
Your customer service personnel that I called 2 hours after delivery told me the same thing about exchanging furniture. We did not take that offer then or now because it does not work for us this time. The reason it does not work for us is that we are looking for black furniture only. The store we visited does not have black furniture for our bedroom so that is why I cannot accept that gesture of good faith then or now. It is upsetting to us that Ashley did not make a exception for us literally 2 hours after the transaction not days or weeks. How does your offer of only in stock furniture work for us? It is common sense then and now that we cannot accept that I'm sorry but also thank you for the offer then and now. I had no recourse then and now but to go to the Revdex.com. This is to what I would think very bad for a company.
I have offered a moderate restocking fee and pay another delivery fee to make the return. It has been 15 days now and we have not moved into our brand new room because we don't want to hurt your furniture so it is in perfect shape when it is returned untouched. Also as noted the one dresser has a broken side pressboard panel that we found the same 2 hours later upon thorough inspecting when we got home after work. Can we please come to a conclusion that the exchange does not work for us and the last and only thing that could satisfy both of us is a one time exception to the return policy for us.
Regards,
[redacted]

Thank you for your response.  Please feel free to contact me directly at [redacted] Ext [redacted].
 
Thank you,
Melanie

I have spoken with the guest and We are working to resolve.