Ashley Furniture Homestores

Tried to call the guest.  But they weren't taking calls at this time.  I will try to reach out to them again.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

To whom it may concern, We do apologize for any misinformation that may have been given to you at any point, and have come to a resolution that should quell any concerns. Although you state that the product specialist at the store told you there was a 30-day return policy, you...

signed the sale receipt which is a formal acceptance of the Terms and Conditions. Among these Terms and Conditions is the return policy which states (verbatim): “We do not accept returns of any items after delivery”. There are also policies explaining the refusal of merchandise at the time of delivery if the merchandise does not fit, which is an option that was not exercised at delivery. Upon the acceptance of delivery, you binded these Terms and Conditions. We are very aware of the fact that all representatives working in the stores and the office are trained, and well versed in these policies, however we will not rule out the possibility of an honest mistake or a misunderstanding of verbiage. That being said, we will not be offering a refund for the merchandise. Despite our decision regarding your request for a refund, we will be happy to pick up the merchandise and allow a full credit for the Queen bed only so that you may select something different from one of our stores in an effort to delight you. If you choose merchandise that exceeds the credit allowed, you will be responsible for the difference. Thank you for your patience throughout this. Paperwork has been submitted for your reselection, and you will be contacted as soon as the paperwork has been entered for you to go into the store and select something different.

To whom this may concern,
 
We have received your claim and are currently looking into your account for a better understanding of your situation.
Please allow us some time to review so we can partner with you and come up with a resolution.
 
Have a...

wonderful day

We have ordered the guest new chairs and we are going to level them at the guest home at the time of the delivery.  We are delivering on 1/31

To whom it may concern, After careful review of your account it was determined that you were in our Lake Grove location on 1/9/2016 at which time you made a purchase under **#[redacted]for the merchandise in question (see attached sale receipt). At the time of purchase you signed the line on the...

sales receipt that reads “Customer Acceptance of Terms & Conditions on Reverse Side.” Among the Terms and Conditions that you accepted are policies that state that the acceptance of delivery binds all Terms and Conditions, and after delivery the manufacturer’s warranty applies only. Our manufacturer’s warranty states that we will service manufacturing defects only at no cost to the customer for a 1-year period beginning at the date of delivery and applicable to the original purchaser at the original delivery address. Also listed in our policies is our return policy which states that we do not accept the return of any merchandise after delivery has been made. On 3/1/2016, you accepted all merchandise in good condition and signed the delivery receipt. As previously stated this binded the Terms and Conditions that were accepted. On 12/30/2016 you called into our Customer Care office at which time we opened a claim due to bubbling on the table-top, and requested pictures to verify the stated defect/damage. Upon reviewing pictures, we scheduled you with a craftsman to determine whether the defect/damage could be repaired. At the request of the craftsman following the service, we authorized a credit for you to select a new table. You had initially declined this offer as you wanted the entire Dining Room Set to be picked up. Since then, you have accepted a successful exchange of the table which took place on 2/14/2017. We have resolved the issues listed in your complaint in accordance with our Terms and Conditions, as we serviced manufacturing defects only. There were no reported defects with any other items included in the Dining Room Set, and we did not allow the return of those items for a credit due to the fact that we do not accept the return of any merchandise after delivery has been made. At this time, you have a brand new table in your possession, and we have not been contacted with any issues since the exchange took place. 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. We sincerely apologize for any concerns the consumer may be experiencing with his merchandise. At this time I would need to advise the consumer to file a...

claim with the extended warranty purchased at point of sale as I am certain they will be pleased to assist. Based on the afore mentioned sale date of 2012, the consumer would have surpassed the one year manufacture warranty and would need to utilize the extended warranty for replacements and/or repairs. They may contact their Montage representative at 800-686-5559 to initiate an assessment of the merchandise. Please let me know if I can be of any further assistance in addressing the consumers concerns.Best Regards,
[redacted]

Revdex.com:I have reviewed the 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.The delivery was canceled because between the time we were waiting on delivery of a purchase made in October, the item became discontinued.  I was offered another desk that did not resemble the first and was a floor model.  I am now stuck with 3 out of 4 pieces of a desk set with no matching desk.  I believe that this entire mess should involve proper restitution for my time in this matter.  Regards,[redacted]

To whom it may concern, We have received your complaint and empathize with your current situation. After careful review of your account, it was determined that you were in our New Rochelle location on 11/18/2014 at which time you made the purchase in question under [redacted] for a Queen Panel...

Bed (Package SKU# [redacted]) with a Protection Plan totaling $1,071.28 with the inclusion of the Taxable Delivery Charge and applicable sales tax. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions). Among these Terms and Conditions, we state that the acceptance of delivery by the purchaser or an authorized party formally binds all Terms and Conditions. We also include our Warranty Information, which states that we provide a 1-year limited manufacturer warranty beginning at the original delivery date which allows us to service manufacturing defects only and is applicable towards the original purchaser at the original delivery address. It also provides a brief explanation of the Protection Plan of which you speak, which is as follows: We offer a 5-year comprehensive Platinum Protection Plan that covers accidental/incidental occurrences including rips, tears, stains, punctures, scratches, burns, dents, chips, electrical components, breakage of mechanisms and more. (Plan does not cover normal wear and tear or substitute as a cleaning service.) Please refer to service agreement for coverage details. On 12/2/2014, we visited your home at which time all merchandise was accepted in good condition (formally binding all Terms and Conditions), and signed the delivery receipt. The first call we received regarding your issue was on 10/11/2016, at which time you were given the option of reaching out to Platinum Protection Services (as you were no longer covered by our 1-year limited manufacturer warranty) or taking down the phone number of one of the technicians that we work with so that you could set up service at your own expense. We received another call on 5/15/2017 with the same issue, at which time we went over the same options. The Platinum Protection Plan you purchased is managed by Platinum Protection Services. They are a separate entity, and do not operate within our Terms and Conditions. For this reason, we do suggest on our Terms and Conditions that you refer to the service agreement for coverage details. Presently, you are not entitled to service or replacement from Ashley Furniture Homestore. Platinum Protection Services operates within their own policies, and so we recommend you reach out to them directly at ###-###-####. Thank you for your time, and have a wonderful day!

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.
[Provide details of why you are not satisfied with this resolution.]My voice mail is set up, and has been for years. I have not missed one phone call.[redacted] is my cell phone, and I look forward to their call.
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.The technicians have repeatedly commented that a repair will not fix the issue. The damage has always been the same case, there was no "additional damage" created in between repairs. Therefore, it is unacceptable and non value-add to attempt another repair in this situation. Again -- the reason the claim was denied was because we were informed to attempt multiple repairs instead of filing a claim.Regards,[redacted]

Complaint:[redacted]I am rejecting this response because:As of this date nothing has been refunded. We are still being charged in full and that includes the delivery charge we were told was being refunded on July 5. We have received a $50.00 gift card to Ashley Furniture Homestore that we will never use. On top of the lack of refund, the customer service has been horrible. We placed and order on June 23 with a guaranteed delivery date of July 5th and they did not come through. In fact from that day forward the entire order had problems. At no point did we have all our furniture delivered, they delivered broken furniture (which I have a photo of) and we never had the bed delivered at all. They actually removed pieces from our order claiming they were delivered.  It has now been over a month and this situation has not been resolved. The response from the store claiming that we have been refunded was an outright lie. I will not be contacting the customer care department because it gets me nowhere. They do not answer the phone or return calls or emails. They gave me the runaround and tried to pass the problem onto others who ignored us in the same way. I have a detailed time table, including dates, times and names of the entire situation. Please help me get this problem resolved. Thank you.Regards,[redacted]

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. All concerns for this consumer have been considered to be resolved in full as a refund was extended on July 5th, 2016 for all undelivered merchandise. Please...

advise if we may be of any additional assistance regarding the consumers most recent purchase. Sincerely,Deannie F[redacted]

Good afternoon this is [redacted] nobody is helping me with this situation from Ashley to come and see the problem thank you

I have spoke to the guest.  we are canceling the orders and the financing.

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 to the consumer for any inconveniences experienced with the delivery of his order. I am pleased to advise...

at this time all concerns for this consumer have been resolved in full. The consumer received a partial delivery on 10/14 of his sofa and love seat. The remaining item on delivery was refused due to not reflecting the original item purchased. On 10/15 sales changes were made and a discount was entered for price matching as well as the new item was placed on order in preparation for redelivery. The new rocker recliner was delivered on 10/21 and the purchase was advised to be delivered in full to the consumers satisfaction at that time. All concerns for the consumer have been to the best of our knowledge resolved in full and services have been rendered to completion. Please advise if we may be of any additional assistance in further addressing the consumers concerns. Sincerely.Deannie F[redacted]

June 29, 2017
Revdex.com Serving New Jersey
1262 Whitehorse-Hamilton Square Rd
Building A, Suite 202
Hamilton, NJ 08690
Re: Revdex.com Customer Comment
Case: [redacted] 
Dear [redacted] Thank you for contacting our Customer Care Corporate Office regarding case #...

[redacted] submitted on 5/30/2017.
Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues for a full refund due to having purchased a Protection Plan. Our position on this matter has changed since it’s last correspondence to the consumer.
Please be advised, this guest has already received a refund in the amount of $152.07, as requested. Again, thank you for contacting FDE Ashley Furniture Homestores and allowing us an opportunity to respond.
Respectfully submitted,
Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore
[redacted]

I have spoken with guest.  She is going to email me pictures of the furniture along with the serial number.  I will forward them to the manufacture to see if they will give them correct since the furniture is will out side the one year warranty,

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]

Good Afternoon,We here at Ashley Homestore would like to thank you for bringing thia consumers concerns to our attention. Our customer care department has been working with the consumer to address her concerns. On 9/22 slats were ordered to address the structure concerns and were installed on 10/29....

In addition to a technician was schooled for an inspection to inspect the mattress for dipping concerns. The mattress was found to be witin manufacture specifications and the impression found was less than the 1 1/2 inch requirement from the manufacture to be considered to be a dip. Anything less than is considered to be a body impression and normal to usage. Our customer care department has reached out to the consumer again today to additionally address her concerns as she remains unsatisfied. We are currently looking into the information brought forth regarding the comfort level and the height of the box spring. We are pleased to provide an additional update in regards to the comfort concern upon further investigation.Please feel free to reach out to me should you have any additional questions or concerns in the interim.Sincerely,Deannie F[redacted]