Ashley Furniture Homestores

Review: I perched a night stand from Ashley Furniture on 07/02/2016 and picked it up a week later on 07/09/2016 from the warehouse in Fredericksburg, and when I got home and opened it I noticed several circular stains on the top surface on the night stand, and I scratch on the front, This clearly was not a new nights stand. I went back to the store that day and spoke to a customer service representative and he sent an email with pictures to the person who's supposed to be in charge of dealing with those type of issue. I have yet to receive a call or email concerning my issue. I have also tried multiple phone numbers, even one given be the sales representative, and was not able to reach anyone, it just disconnects you.Desired Settlement: I would first like for my night stand to be replaced with a new one, as this one was supposed to be, if that product is no longer available then I would like for the one that I have to be discounted to Half price, if neither of the first 2 can be achieved, then I want a full refund and for Ashley Furniture to come and pick up their merchandise.

Business

Response:

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 to further address their concerns. The consumer has requested that the extended warranty be removed and refunded in lou of receiving service. We have approved the consumers request. All concerns for this consumer have been resolved in full. Please advise if we may be of any additional assistance. Sincerely,Deannie F[redacted]

Consumer

Response:

[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.]

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]

Regards,

Review: I purchased furniture on July 6th 2016 for the sum of $1473.25. I was promised delivery of the furniture on July 21st or 22nd specifically because that was the first they could deliver and because it was the only day I was available before my family from out of state was coming to visit. I received a phone call from the delivery service on July 10th requesting a call back, which I did that day. My call was routed to their voice mail service where I left a message. I again left a message on July 11th. Over the next week I called no less than twenty (20) times all of which were not answered nor was there an option to leave a message as their voice mail system was full. I continued to call until finally I was able to reach a person on July 27th after receiving a deliver notice that day for July 28th. I spoke with a person from the delivery service within Ashley Furniture who informed me they were sorry about the messaging and the lack of communication as they were upgrading their phone system and could not receive voice mail for several weeks. I told them I was not available on July 28th in the morning as I had a doctors appointment I could not cancel but I would be available after 12pm. They refused to adjust the time from 9-12 to 12-3 because I refused to pay a $35.00 change fee. I told her there was no reason for a change fee as the delivery was over 7 days late; why would I pay a fee for their incompetence? I reaffirmed they were aware that I had family coming from out of state and I desperately needed the furniture. She then basically held me ransom and said pay the fee. I refused and they left with my furniture. After this I called to speak with a supervisor. It took over a dozen calls with as many messages to speak to someone. Despite my explanations no one ever returned my call. I again called and spoke to a supervisor on Friday the 29th. He assured me he would get my furniture delivered or refund my money. As of today neither has happened.Desired Settlement: I will accept nothing less than a refund of my money. In would also appreciate an apology for the insulting, degrading, and down right disrespectful service I received from this company. I additionally want them to repay everyone they billed a change fee during the three week phone transition as I am sure no one else was able to get through either. Their actions are fraudulent at best, criminal at worst. They deserve jail time but I will accept a full refund immediately.

Business

Response:

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On 7/28 we did attempt to deliver and fulfill the order per the consumers statement. The consumer was not at home for the initial delivery due to time constraints. The consumer was initially advised there would be a fee incurred to redeliver as we do require the consumer to be home for the duration of the delivery day. However, we are pleased to waive all fees to redeliver. I have spoken to the consumer to advise that all items are in, available and ready for delivery at his earliest convenience. I have also advised the consumer that should he need assistance with his time frames for delivery to meet his needs we would be pleased to oblige his request. The consumer has advised that he is unwillingly to schedule delivery at this time and wishes to cancel the order. The consumer was advised while we are unable to cancel his order due to our terms and conditions documented and signed by the consumer at point of sale, we are pleased to assist the consumer in any way necessary to complete his order and ensure he is pleased with his new purchase. Please advise what additional steps can be taken going forward to address the consumers delivery concerns to his satisfaction. Best Regards,Deannie F[redacted]

Consumer

Response:

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.

In sum the main issue at hand is a complete ethical failure of the business practices employed by Ashley Furniture. My rejection of their offer is based upon the following:1. Complete lack of communication with me during the process despite over 30 phone calls attempting to arrange delivery of the items purchased.2. Failure of the business to maintain adequate communication channels for customer service issues (their phone service would not accept voicemail as it was routinely full or simply continued to ring without end.)3. Failure of the entire customer service team and their approach to complaint resolution as evidenced by a failure to return phone calls as promised (2 different customer service specialists).4. Fraudulent advertising of on-time delivery rates as the initial PROMISED delivery date was July 21 or 22; they did not schedule until July 28.5. Complete failure of the delivery system as the delivery date on the 28th was forced upon me within a time window of 9-12 (I told them of my Dr. appt. at 930 and assured them I could be there by noon, likely sooner which I was there by 11am and called to advise them of same to which they refused to come by even though it was within the 9-12 timeframe).6. Refusing to cancel the purchase despite multiple failures on their part and reiterating THEY ARE NOT REQUIRED TO HAVE A CANCELLATION POLICY OR PROCEDURE thus violating the law.7. A blatant misrepresentation of services in direct violation of the Virginia Consumer Protection Act by touting their delivery times and customer satisfaction and the exemplary customer service team that was to be involved in the delivery of my goods ultimately impacting my decision to do business with them.In sum there is but one resolution to this matter and that is a complete refund of the money paid for goods never received through blatant failures of Ashley Furniture, its agents, subagents, and collaborative partners. I am insulted and appalled by their behavior. At no point would their behavior be acceptable in any other professional organization or business. They have blatantly violated professional standards of practice and Virginia Law. My accepted resolution: return the money stolen by a fraudulent company.

Regards,

Review: I went to Ashley back in April and purchased a Queen Bed, Dresser, Mirror, and a dining room set. I ended up having to finance a portion of it with Progressive(sales guy pushed this). The initial place I was moving to on 6/1/16 had extensive damage and the lease was voided. Contacted Ashley and was advised that it was ok and that they would hold the furniture until I found another place. I ended up finding a new residence and advised them that my move in date was 8/13/16, again I was told that it was no problem. I received a call from them 7/18 stating that the finance company will term the contract if I don't have the items delivered by the 7/20/16. I told them I could have it delivered to my storage unit and I was told I couldn't do that. So the contract ended and I was left with a balance. I went into the store and was told that they offered in-house financing where I was approved for the total amount of all my items so I never had to pay 1,300 out of pocket. I then decided to only get the items I had paid for and not finance due to frustration at this point. I was told my items would be at the warehouse on 8/10. I called on 8/12 and was told the footboard was not in and I would have to wait until 8/17. I called them on 8/17 and now being told that the items didn't pass inspection and I have to wait until 8/29 and this is just a estimate (which the other dates where never described as estimated date). My son has CHRONIC ASTHMA and bad allergies and has been sleeping on the floor on blankets since 8/13. He is having horrible reactions from being on the floor EVERY NIGHT and Im constantly having to give treatments . The manager seemed to be very deceptive. The bed I purchased for my son was marked down on clearance and I was told if it was financed that it would be the original price. When I decided not to finance they were still trying to charge me the original price and not the sales price. When I said something the manager reply was DANG you catch everything.Desired Settlement: I would like a full refund for the items I have purchased due to the lack of communication, customer service, and delay which is causing serious health issues with my child. I should be compensated the money back in which I have paid. I was told I had to get a store credit which does not help me with getting my son a bed to lay in versus the floor or a family members house.

Business

Response:

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing the consumers concerns to our attention. Upon review of the account I am pleased to confirm all items are ready and available for delivery at the consumers earliest convenience. However, pleased be advised while additionally looking into the account I do see the consumer has been advised they must contact the store prior to delivery to make payment. Upon receipt of we are more than pleased to schedule and coordinate this delivery for her. In regards to the financing, I do apologize for any inconveniences the consumer may have experienced in having to refinance the order due to expiration. We certainly empathize with the consumer, however, each financing company has individual terms and conditions as a creditor that is not directly related to Ashley Homestore. We are pleased however to mediate and assist the consumer should they have any concerns with their financer such as this. Please advise if I may be of any additional assistance to the consumer in addressing their delivery and purchasing needs. Sincerely,Deannie F[redacted]

Review: I bought furniture : Bedroom sets which includes King size Bed, Mattress, Chest, Mirror dresser & night stand on 5/14/2016 from Ashley Furniture. I was given delivery estimates of with in 2 weeks from my purchase. They deliver furniture on 5/26/2016. After few days of delivery I found that Bed is wobbling and is kind of rocking bed. I tried to contact Ashley Furniture. I had to leave several voice message.

Later I got call from Ms. Timia C[redacted], a representative of Ashley Furniture, who told me that a technician will come for inspection and later she scheduled a date for technician to come to my home for inspection of furniture as per my complaint. As per technician who came for inspection, delivery & installation team of 3 people should have known at the time of installation that there was defects on the bed. Even though Bed was defective at the time of delivery, they did not ask/inform us and they tried to cheat us. Some what they put my family life in danger. I told Ms. [redacted] that they need to replace bed as soon as possible.

Later on I got in touch with Ms. Melvina W[redacted] & Ms. Deannie F[redacted] I told them they need to replace my bed or have to process refund. I also told them that i'm going to have to put stop payment on my card until they resolve the issue either by replacing the defective bed or by processing refund.

They are not willing to replace defective bed with a new defect free bed. They want to do repair of existing bed. I do not think this is appropriate for them to deliver defective product and then repair them if customer complains.

When I paid, I paid for defect free new bed. I never got a defect free bed from Ashley Furniture and I think they are still under obligation to deliver me a defect free new bed.

I strongly feel that they are a fraud company and must be cheating honest people from a long time.

Please help me getting my money back from this fraudulent company.Desired Settlement: Replacement or refund:

When I paid, I paid for defect free new bed.

I never got a defect free bed from Ashley Furniture and I think you are still under obligation to deliver me a defect free new bed.

Business

Response:

Good Morning, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have been direct contact with the consumer via email on multiple occasions. On each occasion the consumer has been advised we have placed a new headboard on order per our service technicians advisement so we may rectify the consumers concerns. The consumer has been advised the headboard is ready and available for an exchange at their earliest convenience. The consumer has not allotted for the exchange of the headboard and has requested to have all components of the bed to be exchanged. In communications with the consumer I have asked for any additional information pertinent to the request. The consumer has been unable to offer any information as to specific concerns with additional pieces, however, will not accept the exchange with out the additional components. The consumer was advised that we would be unable to exchange any merchandise with out confirmation of the concern. To the bets of our knowledge and per the service technician's findings we are unable to establish any additional concerns with the remaining merchandise. We are pleased to address the consumers concerns and are ready and able to exchange the headboard at any time the consumer so chooses to allow us to do so. Any additional request for an exchange will require additional information to document and further address the concerns. Sincerely,[redacted]

Consumer

Response:

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

Review: We waited a month for our furniture. It comes in and we schedule a delivery for Wed August 3 between 9-12. The delivery men call to tell us they are 30 min away. Then call back to confirm address Apparently their employee entered the wrong delivery address in the system. They were still only 30 minutes from our house and were not willing to come our house to make the delivery. We spoke with the management in Fredricksburg they didn't care they said tuff we can't do it today. This is terrible customer service. They wanted us to take another day off work tomorrow but unfortunately we can't take anther day off unpaid. So now we had to cancel plans on Saturday to meet the delivery and we still only have an approximate timeDesired Settlement: Refund of all delivery fees

Business

Response:

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We are pleased to confirm that all items were delivered on 8/6/16 and the consumers order was fulfilled to completion. All items were delivered in full and to the consumers satisfaction. We do apologize for any inconveniences the consumer may have experienced in the delivery process. While we do empathize with the consumers concerns of not being provided a more specific time frame for delivery, we do advise all consumers at time of purchase our delivery procedures. However, we do take great measures to ensure for a consumer friendly delivery. Consumers are given an estimated three hour window of delivery the day prior to delivery and a thirty minute driver call ahead. While we do take these measures to assist with a smooth delivery, all customers are advised that we do require that they be available for the duration of the delivery day. Please advise if we may be of any additional assistance in addressing the consumers concerns. Sincerely,Deannie F[redacted]

We purchased a couch from Fredericksburg, VA store on 4/12/2014. The salesman told us ETA of 3-4 weeks. We called to check the status after the estimated date had past of 5/29/2014 and was told it would be the first week of June. Now we get a call saying June 29th! If sales were not final, we would have canceled our order.

Review: I bought a furniture set from Ashley during their Veteran's Day sale, part of our draw to purchase from Ashley was the Sales reps promise we'd get the furniture before Thanksgiving. After having to follow up with the store, the furniture was delivered after Thanksgiving, an hour and a half late and incomplete, this was after I had to call Ashley repeatedly again on delivery day to find out the status of my furniture. The deliverymen promised the rest of the furniture would be delivered in about a week and a half, they also said Ashley would be in contact. I have had to follow up with Ashley 6 times, both in Richmond and with the Fredricksburg office to find out information regarding my missing furniture. I found out finally that the order was marked as completed and therefore no one would have called me back regarding the rest of my delivery. I asked for the Cust. Service mgr at the Richmond store and with the home store to call me back, I left several messages, no one has called me back. Only Tiffany with delivery has called me back to let me know that it will be about an additional 2 weeks for the missing furniture to be re-ordered and delivered and there is nothing further that Ashley can do for this order. This is poor customer service and I am surprised that no one would reach out to me in follow up to an order. I am disappointed at the level of service considering they were pushing me so hard to buy from them.Desired Settlement: The order should be completed as soon as possible, the initial fee of $149 should be credited back to us for failure to deliver on time and the order was incomplete. As an act of goodwill by Ashley to my family, I believe Ashley should be willing to credit us the price of the additional chair that can be given with the set, I can be contacted for further details of this chair, or they should come pick up their furniture from us and we will cancel the transaction.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I can confirm that all ordered items have been delivered in full as of 12/11/2015 and services have been considered rendered in full at this time. I have spoken to the consumer in regards to the request to refund delivery fees as well. I have advised the consumer that at this time we would be unable to honor the request to refund the delivery fee as all services for delivery have been rendered in full. The consumer was offered a gift card in lou of for any inconveniences she may have experienced during the process of delivery. I am pleased to have this sent to the consumer at any time she wishes us to do so. Please advise if I can be of any further assistance in resolution. Best Regards,[redacted]

Consumer

Response:

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.

After several more phone calls trying to discuss this issue with a person of upper manager and leaving her a message, Deannie, I was finally contacted by her on the day of final delivery of my furniture. I was completely taken aback by not only her recognition of my case, but by her lack of understanding that when a customer contacts a manager for support or for information regarding their complaint they expect that person to contact them. Deannie's response was "I didn't have your phone number", but she had acknowledged that her associate had discussed my case with her (I talked with her associate almost everyday) and she had received my voicemail. This is unacceptable customer service. No one from the Richmond Ashley furniture contacted me back either. I still feel the least that Ashley can due is credit me for the $150 for the delivery, since it was not delivered on time the day it was supposed to be nor was it completed, even though Ashley marked it as completed, and therefore I had to contact them to ensure I received all furniture that I had bought from them and they as a company were promised to deliver me. Deannie's adamant denial of this credit, saying that it's against policy, shows me that Ashley does not care about their customer, but only the bottom line. I was offered a $50 gift card to use towards a new purchase from their store. What in this experience would ever make me want to go back there and purchase more items from them? They have done nothing to build a better relationship with me nor build trust that I will be receiving a product without an issue.

Regards,

Review: On 4/29/15 my boyfriend and I, went and purchased the king, Hope to Dream Ultra Plush mattress and box spring set. We were told they make each mattress when purchased and that delivery would be about 4 weeks out. When we were actually buying said mattresses they told us there was one already available and would we like to have it? We agreed and set up the delivery date. When it was delivered I instantly noticed it was much firmer than the bed we looked at in the store but thought it needed break in time. We gave it a couple of months, but it hasn't softened at all! It is still a firm bed. I have not been able to sleep. I believe it is either a defect or a factory mislabel. When we went in to pay off the bed on 7/3/15, I brought up these facts and had them check to see if we had the right bed. The serial number checked out. We then went over to the floor model to again see if there was a difference between our bed and the one they had. It was like night and day! Our bed is a "firm" bed, the floor model is an "ultra plush". I asked the salesman if it was like that due to so many people laying on it. He said no, it was just that type of mattress. He told us to call a gal named [redacted] to have a tech come and look at the bed. We did. She called us back saying it was a comfort problem not a defect and I would have to take it up with the store. That was 7/15/15. I have called the store many times, including the 15th. I have been told it sounded like my bed may have not expanded as it should have and needs to be replaced, to it may possibly be a factory mislabel. In any event, nobody from the store ever calls me back as they tell me they will. I am the one that calls. I have even asked if I am just being passed around. I have said we would take this bed,up to the store and set it up next to the floor model so they can see for themselves it isn't the same bed. The manager came out and said he thought there wasn't a difference. I believe that was intended.Desired Settlement: We are just asking for an exchange of the exact same mattress that was originally purchased. Also the delivery of the exchanged mattress and disposal of this one in our home now.

Business

Response:

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize the consumer has been unhappy with the purchase of the mattress and will be glad to assist in any way I can. We would like to reinspect the mattress as the consumer remains dissatisfied so that we may ensure we have a better understanding of the concern as well as ensure pertinent information was not over looked upon the original inspection. Our customer care department will contact the consumer by end of business today to coordinate scheduling. Please feel free tor each out to me should you have any questions in the interim.Best Regards,

Consumer

Response:

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.

An inspection isn't going to resolve our situation. We need to have the mattress replaced, not just inspected. Also, to look at the mattress there wouldn't be anything to see wrong with it. You would have to feel the difference alongside another mattress of the same model. I was at one time willing to take ours to the store and put it against the floor model to compare the two. I'm not going to do that now. I have had enough of this. I even had the manager of the store come out at one time to test it. He said he didn't think there was much of a difference. This mattress we have is much firmer than the floor model and is NOT ultra plush. Other than a replacement of the mattress with a new same exact model as we purchased, delivered and this one in our home now removed, or a total refund of our money.

Regards,

Review: In February 2012 a couch loveseat purchase was made in store paid in full the salesman sold an extended warranty on them.everything was fine for about 6 months then they started falling apart contacted the salesman he fowarded it to the extended warranty even though the furniture was under a supposed factory warranty so the calls and pictures were fowarded and nothing happened repeated calls to the store managers suddenly being out of the office . Now they won't recline and no one in this establishment will return phone calls emails or even send a letter explaining what is going on. This has been ongoing for over 3 years and to top it all off this set was a purchase between me and my girlfriend and they have my name wrong on the receipt I just want my furniture repaired so I can use the m as designedDesired Settlement: To have these repaired or replaced the unethical time line is ridiculous. 3 years no further to a repair.

Business

Response:

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,

Review: My husband and I went to Ashley's Furniture to select a different item to be delivered to my apartment an exchange for a couch I had first purchased. The employees that delivered the couch were unable to fit the couch inside the apartment. The employee said to call customer service and let them know what happened. I spoke with customer service in deliveries and the worker said that we are able to select a different piece of furniture without charges, so I asked, we won't get charged another delivery fee? He said no to just go in and select something else. Unfortunately, I didn't get his name. When I arrived at Ashley's furniture the [redacted] helped us with the exchange and told us that we had to pay a replacement fee, because they had to bring the couch back. No one had mentioned that before and we asked why and then he started to be rude and said also you have to pay another delivery fee. We told him what they had told us on the phone and said no we still have to charge you. I told him but why if the furniture wasn't delivered he said yes it was. I told him no it wasn't because his employees were unable to fit the couch in my apartment. He was laughing at us too and I asked him what is so funny? He said you guys are. I replied, do we look like clowns to make you laugh? He said well, and I was furious with the service and on top of that his rudeness and I truly believe he was being racist towards us. I have never been treated that way, ever, it was so demeaning and in front of all customer service employees. We just walked out without getting anything done. At that time, I was pregnant and I felt sick with abdominal pain when I left, because I was so angry it affected my health. It was the worst experience and stressful I've encountered. Also, at that store we were helped by another [redacted] employee that has tattooed "[redacted]" on his hand. This also looked really bad and creepy.Desired Settlement: First I would like to know what action will be taken by the company for the horrifying service given by manager. Then I would like to know if I can get my $601.86 back its under [redacted] Its under my husbands name. I had to pay delivery fees twice. I want my money back.

Business

Response:

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I sincerely empathize with the consumers concerns in regards to the merchandise that was delivered as a no fit for her home. However, it is our policy to take proactive measures and review all policies and procedures at the time of purchase with the consumer to prevent any confusion should a situation as such occur. It is the sole responsibility of the consumer to ensure all measures are taken to ensure items purchased are an appropriate fit for their home. It is solely at the consumers responsibility to take measurements of the home and/or merchandise purchased. The consumer is also asked to review and sign a terms and conditions contract at the time of sale in which no fits are specifically addressed. Item number 10 on the terms and conditions signed by the consumer states " Seller accepts no responsibility for furniture purchases that won't fit in rooms as intended". Item number 20 on the terms and conditions signed by the consumer states " Returns are subject to 30% restocking plus handling, delivery, reconditioning or other charges". We make every effort to ensure our consumers are educated and understand all policies and procedures at the point of sale. The above referenced consumer did sign the contract referenced at the time of purchase and were advised of our policies and procedures at that time. I am pleased to provide a copy of the signed contract upon request. Best Regards,[redacted]

Review: In august or September of last year a service teck came to check out our complaint that the seat on a loveseat we purchased in Nov. of 2013 was colapsing. He said he needed to order parts to fix the problem and that the parts would be sent to our house. he said that they would track this and then he would return to complete the repair.

The parts were delivered in approx. 3 weeks. After two more weeks we called the store because no one had contacted us about the repair. We were told that someone would call to schedule the repair. Now after 8 to 10 calls over the last 4+months with no one ever calling back to schedule the work, we are being told that they will not do anything about it because the furniture is over 1 year old. At the time of the request for service the furniture was nine months old (well within the warrenty period). Over the cource of the last two week I have been refered back and forth between the store, the warehouse and the extended warrenty company all to no avail.Desired Settlement: repair or replace the lovseat

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We are pleased to address the consumers concerns. At this time the consumer is on schedule for today, March 11th, 2015, to have parts in home installed by our service technician. we are confident all concerns brought forth by the consumer will be fully resolved by the end of business today. Please feel free to reach out to me should the consumer require any further assistance in this matter.Best Regards,[redacted]

Business

Response:

Good afternoon,We here at Ashley Furniture sincerely apologize for the concerns the consumer is having with his merchandise and parts that were received. We feel we are doing everything within our power to assist the consumer with his concerns. The consumer did purchase his merchandise in 2012 which would leave him 1 year outside of his manufacture warranty and was advised of such at first point of contact with our office.. Ashley Furniture does provide a 1 year manufacture warranty in which merchandise is serviced in full, parts inclusive. Anything outside of that 1 year is at the responsibility of the extended warranty service company. With that being said, the consumer was advised we were willing to make an exception and install parts he currently had in his home. All service fees were waived and a service technician was sent out to install parts in home. The consumer was advised we would be unable to provide any further service outside of installing previously ordered parts. Please notate the parts in home, to the best of our knowledge, have been there for an estimated time period of six months. The consumer did not inspect parts received and when our technician arrived to the home all parts were found to be damaged. The consumer was in turn advised that parts have since been discontinued and would need to contact their extended warranty for further service. We will, however, continue to seek any possible avenues for obtaining available parts for the consumer. Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10513424, 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,

3/16/2015As of today (after leaving several messages for their customer service mgr. ) I have received no call back with any plan to resolve the problem with our furniture.This refusal to call back from any message left for anyone with this company is what has caused this problem from the beginning.If anyone had returned any of my calls from the time the repair parts were first delivered, this could have been taken care of many months ago.[redacted]

Review: On Tuesday, 10/7/14, a family member and I found bedroom furniture that we liked. We decided to purchase the furniture together. The purchasing process involved opening a line of credit, which we did not expect. When we returned home, I realized that it was a mistake to purchase this furniture, because we were also in the process of finding and purchasing a home and I needed my credit to be intact. After considering how the furniture purchase would affect our credit, I called the store back. I placed this phone call within an hour of returning home and explained to the sales rep that had helped us in the store our situation. He told me that he understood and would have the manager call us on Thursday, 10/9/14 to cancel the order because only managers could do so. The goal was to catch the order to prevent it from going through. 10/9/14-The phone call never came, so I called the store four times. My phone calls were ignored. I received no further contact. 10/14/14-After receiving no further feedback, I called the store again. The same sales rep answered and gave an excuse about why the manager had not called. He said that he would contact the manager again and would call me back to let me know when the manager would contact me. Once again, the phone call never came. 10/15/14- After being completely ignored again, I called the store and spoke to a female sales rep. She asked for my name and number. I gave her the correct number because she recited a different number that belonged to a family member. She told me that the manager would call me on the next day. 10/16/14- The manager finally called, but still called the wrong number. My family member told me that he called and said that it had gone through and there was nothing he could do. The manager purposely waited until the order went through to avoid canceling it. I called the store to talk to him myself. At first I was told that he wasn't there. Then I was told that he would be in a meeting until 6pm. Once again, we were back to square one.Desired Settlement: We would like for our order to be cancelled and our down payment to be refunded. As was explained to the sales reps before, we simply cannot go through with this transaction at this time. We also want to make sure that this does not show up on our credit, so the line of credit that was opened also needs to be closed. Thanks.

Business

Response:

Good Afternoon,

We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. After careful consideration we must advise that we will not be allowing the consumer to cancel the order. I have spoken to all parties involved in her sale as well as the [redacted]. The [redacted] has tried to contact the consumer to further discuss, however, have been unsuccessful in contacting her. At that time the store did reach out to the family member she made the purchase with and further discussed the concerns. They did advise her that they could not cancel the sale as the down payment put down had already been deposited at that time, as well as we would be unable to reverse the credit request in itself. The consumer was made aware at the time of sale she was financing with ** and it is to my understanding she did speak to the finance company as they must ensure they have confirmation of permission from the consumer to open a credit account. The consumer was made fully aware at that time that this would be an extension of credit. The consumer also did sign a contract that advises of our policies and procedures whereas it states all sales are final and we do not allow cancellations and/or refunds. As a distributor, we order merchandise specifically for each customer from the manufacture. Should in the event we do allow for a cancellation we do reserve the right of 30% for restocking fees as we incur cost upon ordering the merchandise for the consumer. We are more than willing to furnish these documents upon request. Please feel free to reach out to me should you have any further questions in regards to this consumer or to request documentation of the sale.

Best Regards,

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The resolution that I would like to see is a cancellation of the order or a reduction in the price for the furniture. As I mentioned before, the credit card requirement in the financing terms of the contract was not clearly specified during the approval process. My goal is to pay off the furniture as quickly as possible so that I can close this credit card account. As long as the furniture is being paid on, the credit card account must remain open. If the price could be negotiated, it will allow me to pay the balance off quicker and be done with the entire account, which is currently being displayed on my credit report.

Review: I purchased over $6,000 worth of furniture from Ashley Furniture in September. They delivered the bedroom furniture first. When they delivered the furniture, there were several scratches on the bedroom dresser. After two weeks transferring me to various managers and departments, they agreed to replace the dresser when they delivered the rest of my furniture.The next delivery, I was supposed to receive my mattress, kitchen table and chairs, and living room furniture. However the day of the delivery, they told me that they got the delivery days mixed up and we had to set up another delivery date. They guaranteed that I would get all of my furniture on the next delivery. When the delivery men showed up, they only delivered my mattress and told me that they weren't aware of any other furniture that I was supposed to have. I set up yet another delivery date and spoke with Stephanie W[redacted] from the post-delivery department who assured me again that all of my furniture would be delivered on the next delivery and that she would list the ticket numbers herself for each item. This last delivery was set for October 17th. The delivery department told me the day before the delivery that they would be at my house between 2pm and 5 pm. When this time frame came and went without hearing from anyone, I contacted the delivery department however I hadn't been able to reach anyone all day. I was able to reach [redacted] who contacted the delivery department on my behalf and she told be that they were scheduled to come between 6pm and 9pm. No one showed up that evening and I haven't been able to reach anyone regarding my furniture. It's been over a month since I ordered my furniture. [redacted]Desired Settlement: I would like help getting my furniture and I would like a refund of my delivery fee. I am a physician and I have had to rearrange my schedule several times for these expected deliveries that never occurred.

Business

Response:

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 inconveniences the consumer may have experienced while awaiting the arrival of the remainder of their order. I am pleased to confirm all items pending delivery were delivered in full on 10/23/15. At this time the consumers order has been fulfilled and all concerns have been resolved in full. Please advise if I can be of any further assistance in addressing this consumers concerns.Best Regards,[redacted]

Review: HELLO, THIS IS TO WHOM IT MAY CONCERN , ON 7/3/2013 I FILED A INSURANCE CLAIM ON THE SIDE RAILS OF A BEDROOM SET THAT I PURCHASED ALONG WITH A 5 YEAR WARRANTY. I HAVE ENCOUNTERED PROBLEMS WITH THE SIDE RAILS THAT SUPPORTS THE BED ,THEY WERE STARTING TO GIVE ON THE INSIDE (ON BOTH SIDE ). I FILLED OUT THE REQUIRED PAPER WORK ,I SENT RECEIPTS AND ANYTHING ELSE THAT WAS REQUIRED AT THAT MOMENT . A WHILE LATER I RECEIVED A LETTER STATING I NEEDED TO CALL SO SOMEONE CAN COME OUT TO ASSEST THE DAMAGE . BUT WAS TOLD BY A REPRESENATIVE THAT WAS NOT NECSESARRY. THAT SAME DAY ,ALONG WITH A PROOF OF PURCHASE EMAIL , THE RAILS WERE ORDERED AND I WAS TOLD IT WILL TAKE FOUR TO SIX WEEKS . I THANKED THE REP THAT ASSISTED ME AND TOLD HER NOW I CAN GET RID OF THE OLD RAILS . /LATER I GOT A EMAIL THAT I WASNT AWARE ABOUT BECAUSE I WAS IN THE HOSPITAL ( BUT THE EMAIL BASICALLY SAID THE ORDER BEEN CANCELLED NOW THIS WAS ON 7/11/2013. I CALLED TO INQUIRE ABOUT THIS EMAIL , WAS TOLD THAT ASHLEY FURNITURE DISCOUNTINUED THE BEDROOM SET I BROUGHT ,AND THAT THEY COULDNT MOVE FURTHER UNLESS I HAD THE SIDERAILS , WHICH AT THE BEGINNING OF THIS , ONCE MY ORDER WAS PLACED I GOT RID OF THE RAILS , NOW IF IT WAS A POSSIBILITY THAT THE ITEM COULD BE DISCONTIUNED I SHOULDVE BEEN TOLD THAT ALONG WITH HOLD ON TO THE RAILS JUST IN CASE ) BUT I WASNT . NOW ON 7/19/2013 I WAS TOLD IT WAS NOTHING ELSE THAT COULD BE DONE . SO ON THAT NOTE I HAVE A BED SITTING ON THE FLOOR , THAT I HAD INSURANCE ON ( WHICH IS THE REASON I PURCHASED IT ) NOW IM JUST OUT OF LUCK CAUSE I DIDNT KEEP THE OLD RAILS . NOW I GOTTA SLEEP ON THE FLOOR UNTIL MAYBE ONE DAY I CAN AFFORD ANOTHER BED , BECAUSE MY BEDROOM SET CANT HOLD ANOTHER BRAND ,AND MY CURRENT ONE IS DISCONTNUED , SO BECAUSE OF THE INSURANCE REP NEGLIGANCE OR LACK OF KNOWLEDGE I NO LONGER HAVE A BED ....WHATS NEXT ( AM I JUST ANOTHER STATISTIC??Desired Settlement: HOPE SOMETHING COULD BE DONE , AND EXCHANGE OF ANOTHER BED OR SOMETHING , OR FIND A WAY OF FINDING AND ORDERING THE RAILS I NEED ,WITHOUT THE OLD RAILS (BECAUSE I DONT HAVE THEM ...)

Business

Response:

We have arranged for [redacted] service plan to install an alternate bed rail solution to repair her bed. [redacted] is satisfied with the solution. Issue is resolved.

Review: I ordered a loft bed for my daughters the day after Thanksgiving. I finally received a delivery date for today. My husband met the delivery men at our home. One of the men began apologizing profusely explaining that two of the bed components were damaged and that he tried to point it out to his supervisor, but was told that he needed to wrap it up and deliver it anyway. My husband explained to me that the damage was obvious. I'm very disheartened that goods would be delivered to my home knowingly damaged, especially after such a long wait. It almost seems as though there was intent to deceive my family and myself--as if we wouldn't notice and would just accept what we were given. I called the retail store to explain what happened and to ask for a refund. I was told that all sales are final and that I needed to wait and speak to a manger that came in the store later tonight. At this point, I do not trust a continued business relationship with Ashley, or that service will be rendered with integrity. I am disappointed with the lack of honesty and appreciation for my business. What if I have to wait two more months, only for a similar situation to occur on the next attempt? I don't want a discount or anything free. I would simply like assistance canceling my order and a refund of my deposit.Desired Settlement: I would like a refund of the deposit paid and closure of the credit account opened.

Business

Response:

Good Morning, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have contacted the consumer to advise the consumer the original bedroom merchandise has since become discontinued and we are limited in our abilities to fulfill the order in a timely fashion. The consumer was provided the options to reselect on all items or cancel the order in full. The consumer has advised at this time she would like to cancel the order. The request to cancel and refund all funds has been approved and the consumer has been advised of such. Please feel free to contact me if I can be of any further assistance to the consumer. Best Regards,Deannie [redacted]

Consumer

Response:

[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.]

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].

Regards,

Review: Purchased 5 piece living room set, to include sofa, love seat, chair, end tables & coffee table on 11/29/2015 in store. I was advised by the sales person the delivery department would call us the following week to schedule delivery of the furniture and the sales person confirmed all 5 pieces including 4 pillows were in stock and could be delivered before Christmas 2015. The following Wednesday called the store due to we did not get a phone call to schedule delivery and my wife was advised the delivery was going to be delayed due to an end table was on back order from the warehouse. The following week I received a call advising the end table was in and the set would be delivered Thursday 12/10/2015. The order came incomplete, missing the sofa and the pillows. I called the store while delivery was on-site and was sent to voice mail. My spouse called that evening and was hung up on. We then drove to the store that evening demanding to speak with management regarding the status of the sofa and the 4 pillows. The Office Manager V[redacted] advised my wife she would call her tomorrow (Friday) with the status of the sofa as it was found to be damaged and removed from the order. Friday came and went and no phone call. My spouse called the store again and spoke with the "acting manager, Steve" who advised this was our sales person's fault and" there is nothing I can do to get you a sofa". My spouse immediately called the Corporate office and was advised to call Trivett's Furniture (who owns Ashley Furniture) where Terry advised she would email the entire complaint to the Director of Customer Service and have them call her by the following Tuesday. No phone call was received. Please have them contact us when they are delivering the sofa and 4 pillows and advise the amount of the CREDIT TO MY SALES PRICE for my families inconvenience (having to sit on the floor!) and lack of customer service.Desired Settlement: Delivery of the missing sofa purchased and 4 pillows with a $500.00 credit to the sales price for the Delivery Department's error, lack of customer service, the trips to store to try and resolve this that ended up being a waste of my time and gas and my lost wages from work taking off to resolve the issue and be here for delivery which was not completed. If this cannot be resolved, then Ashley Furniture needs to come pick-up their partial order and credit the full sales price of the items due we purchased a matching 5 piece set, not individual pieces that will not match.

Consumer

Response:

To whom it may concern: Please update our complaint file as closed with a satisfactory resolution. We met with the Operations Manager at Trivett's providing the details of the dispute, the previous failed attempts to resolve the issue and issues with the customer service provided by Ashley Furniture staff, which is owned by Trivett's Furniture. The Operations Manager provided outstanding customer service and customer service recovery in the resolution of the issue. An upgraded model of the item we were missing was found to be in-stock at the warehouse, which was reserved for us on our order at no additional charge and we picked up this item Saturday 12/19/2015 ourselves at the warehouse in an effort to resolve the issue. We now have in our possession the complete set, minus 2 of the 4 pillows promised, but the sofa was the biggest concern, which has now been resolved. With this being said, please close this case with a satisfactory outcome by the consumer. Trivett's was able to provide outstanding customer service and customer service recovery. Thank you to the Revdex.com for your assistance in resolving this matter. Sincerely,[redacted]To whom it may concern: Please update our complaint file as closed with a satisfactory resolution. We met with the Operations Manager at Trivett's providing the details of the dispute, the previous failed attempts to resolve the issue and issues with the customer service provided by Ashley Furniture staff, which is owned by Trivett's Furniture. The Operations Manager provided outstanding customer service and customer service recovery in the resolution of the issue. An upgraded model of the item we were missing was found to be in-stock at the warehouse, which was reserved for us on our order at no additional charge and we picked up this item Saturday 12/19/2015 ourselves at the warehouse in an effort to resolve the issue. We now have in our possession the complete set, minus 2 of the 4 pillows promised, but the sofa was the biggest concern, which has now been resolved. With this being said, please close this case with a satisfactory outcome by the consumer. Trivett's was able to provide outstanding customer service and customer service recovery. Thank you to the Revdex.com for your assistance in resolving this matter. Sincerely, William Whitby

Review: Furniture was purchased on March 14, 2015 and not delivered until April 21, 2015 at the time of delivery they stated the sofa cannot fit up the stairs (townhouse). We have lived in this house for 17 years and have had several large pieces of furniture and appliances delivered with no problem. We contacted the store they said have the delivery guy return the furniture HOWEVER we cannot get a refund, we must find something in the store that will fit (quoted by the manager) I understand a restock fee but I purchased this furniture for $1400.00. it's not my fault the delivery company they choose did not complete the delivery.Desired Settlement: I would like the money return to my credit card. I can understand a restock fee and will accept a reasonable amount.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. At this time all concerns have been considered fully resolved and all services rendered. In the efforts to resolve the consumers concerns a second delivery team was sent on 4/25/15 to atempt the delivery and was successful. Please advise should the consumer require any further assistance and it would be my pleasure to do so.Best Regards,[redacted]

Consumer

Response:

[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.]

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. The business has performed this action and, it did resolve my issue of having the product that I paid to be delivered, delivered however the company should review it's policies. If they cannot make delivery and the costumer has paid for it than a refund should be extended to the customer, if it's no fault of the costumer that the delivery company could not deliver (especially when it resulted in taking off from work). If needed I will get back to you @: [redacted].

Regards,

Review: I purchased furniture from Ashley Furniture, on Friday November 27th, that contracts out the delivery of their furniture to T&T Distribution out of Fredericksburg, VA. I received a phone call, from T&T Distribution, on Tuesday December 1 stating that they could deliver my furniture on either Thursday the 3rd or the 2nd or 4th Saturday. With the 3 hour window plus set up timing I chose the 2nd Saturday so I did not have to take off a day off work. The Friday before my scheduled Saturday delivery I received a phone call from T&T Distribution stating that they do not deliver on the 2nd and 4th Saturdays but they do on the 1st and 3rd Saturdays. So now having to wait another week I am told they would arrive on December the 19th between 11:00am and 2:00pm. At 2:30pm with no call and no show from T&T Distribution I called them. I was told that they have no idea where the truck is and that they would get back with me. After another hour and still no show and no call from T&T Dist. I called them back again and they told me that the truck had broken down on the side of the road and they are waiting on another truck to arrive to switch the furniture over then they would deliver to me. During this phone conversation T&T Distribution informed me that they have no idea where the broken down truck was, how far away another truck was and no idea of when they could deliver my furniture. So we agreed upon Sunday between 6:00am and 9:00am, they arrived at 6:30am, set up the bedroom furniture but with no mattress. Their paper work did not even show the mattress on it. I made multiple phone calls that day to both Ashley Furniture and T&T Distribution with no resolution outside of they will call next week with a date they can deliver the mattress. I received a call on the 22nd offering to deliver the mattress on either the 30th or Saturday the 2nd. I chose Wednesday the 30th. On the 29th I received a call telling me that they do not deliver on Wednesdays and that they would deliver on Thursday the 31stDesired Settlement: 1. Multiple phone calls from Both Ashley Furniture and T&T Distribution explaining how and why ALL of these actions took place.

2. My total order from over 1 month ago actually delivered to my house.

3. My 'delivery fee' reimbursed back to me.

4. The matching end tables that I did not purchase due to budget cuts.

5. Phone calls from Both Ashley Furniture and T&T Distribution explaining how and why ALL of these actions took place.

6. My total order from over 1 month ago actually delivered

Business

Response:

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]

Review: Sale:

The sales associate did not inform us until after the sale that delivery would take 2-3 weeks. I made the purchase on 11/27 and needed the items before Christmas. I felt that was adequate time to receive the items.

Delivery:

I was not home to receive delivery; however, I had someone to receive the items. I ordered 8 matching chairs and a table. I received delivery on 12/16/15. When my husband got home he noticed the chairs were not all matching. And four of the chairs had furniture pads underneath the feet. These pads are also dirty which makes me believe this wasn't new furniture that was delivered. Additionally, the center leaf for the table was not installed which we were clear on the day of purchase that we needed this to be installed. Instead it was left leaning against the wall in my dining area. Still wrapped in foam.

Store experience: On my way home from work (12/16), I stopped at the Ashley furniture store to get the issue resolved. The customer service rep was nice and it seemed like the issues would be addressed promptly and it would all be history. I was promised a call on 12/17. No one called me on 12/17, instead I called in and was told the service manager would call me later that evening. I waited and waited and did not get a call. I then called the store late night on 12/17 to speak with the store manager. I was told the store manager would call me back before the close of business (I am still waiting for that call). On 12/18, I called the store again asking to speak with the store manager, and was told he is not available. The customer service rep told me that my delivery issue would not be addressed until after Christmas.

Another store visit: On 12/19, my husband and I visited the store, the store manager was on vacation and we spoke with Ed. Ed told us unfortunately we will not be able to receive our delivery before Christmas even though we paid for these items approx 5 weeks ago. We have also been promised a call on 12/22.Desired Settlement: I would like to have our paid items delivered before Christmas 12/25. If this cannot be met I would like some compensation for the problems and inconveniences that this has caused.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer received the original delivery on 12/16/15 and remained unpleased with the delivered items. New items were ordered at the request of the consumer and I am pleased to report they are scheduled to receive delivery of an exchange on 1/5/15. We are confident all concerns will be resolved in full at that time. Please feel free to contact me if I can be of any additional assistance to the consumer in the interim. Best Regards,Deannie F[redacted]

Review: I purchased a three piece sectional and ottoman from Ashley Furniture in July 2015. All the furniture pieces were not delivered the same day and the store manager promised to resolve the issue. The store manager (Ron) told us since our furniture wasn't delivered in a timely manner that our financing would be pushed back and that we would receive and $200 credit for the inconveninece which we never received. The financing was never pushed back and we never got any of things that the store offered us. After a couple of weeks of receiving the furniture we noticed that there were several problems with the new furniture. In Aug 2015 we noticed there was damage to the ottoman and we called customer service and was instructed to take pictures and email the damages. The ottoman is leaning and the padding inside of the ottoman is not leveled. The threading is also unraveling on the ottoman and on the couch. The bottom of the sectional where the dust cover upholestery is located is not attached to the couch and you can see the staples at the back of the couch. The foam on the the sectional is already sinking in and we only had the furniture for less than 6 months and we are paying for furniture that we are not satisfied with. A representative was scheduled to come out to look at the damages on Dec 2, 2015 and no one showed up. They called and said the representative wasn't going to be able to make it because they didn't have enough time after we waited a month for the appt. We rescheduled for Dec. 11, 2015 and the representative took pictures of the issues. Ashley sent the repair parts at the end of Dec. and the beginning of Jan. and we have been calling to reschedule the appointment and we haven't received a phone call back yet. We have called and emailed and we haven't gotten a response yet. We were told that our warranty is valid for 5 years and that the furniture most be attempted to be repaired before they can replace it, however, it's still not repaired.Desired Settlement: We would like to be refunded for the furniture since we have been paying for furniture that we are not satisfied with and it still hasn't been repaired.

Business

Response:

Good Morning, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to the consumer and placed him on schedule for a service technician on 3/316 to install parts currently in home. The consumer did express reservations in the installation of parts. I advised the consumer we are confident we will be able to resolve all merchandise concerns on the aforementioned date, however, I would be pleased to honor his request to exchange should he not be satisfied with the merchandise repairs. I have provided myself as a point of contact should the consumer have any additional questions or concerns while we work to resolve his merchandise concerns. Please feel free to advise if I can be of any additional assistance in the interim. Best Regards,Deabbie [redacted]