Ashley Furniture - Jefferson Boulevard

I have spoke to the guest.  We do have the delivery set for 5/2 due to 2 of the items being on delay from the manufacturer.  I am working to see if we can get them any sooner.  I will continue to follow up with the guest.

I have left a message for the guest to call me to discuss options and explain the difference between the manufacturer's warranty and the protection plan.  Per the tech notes, the damage looks to be pet damage, which is not a defect and the protection plan doesn't cover pet damage.  I will...

continue trying to reach the guest to discuss options.

I have spoken with the guest and explained that we are working with the manufacturer to get it shipped.  There is an issue with the item number.  We have taken the charge off her financing.  I hold her I would give her some compensation for the delay once I can see when we are going to ship it.

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.
I received a call from Ms. [redacted] 3 weeks ago and she explained that they are setting up a date to have the replacement dinette set swapped out for the damaged set. She called the manager Ms. [redacted] from the actual store of purchase to confirm the mix-up. I have not heard anything back since Ms. [redacted] initial call 3 weeks ago. I tried calling the guest response team office on Tuesday, Dec 26, 2017 to speak with Ms. [redacted] but was told that she would get back to me. I’ve heard nothing back. *No resolution at this time*
Regards,
[redacted]

I have spoken with the guest..  We have exchanged the table and chairs but the table base is wrong..  I am getting the guest the correct base..

I have left another message for the guest..  We are delivering the last two pieces of the furniture tomorrow.

We have delivered the sofa, but I have left a message for the guest to confirm that there are no more issues..

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.
Again, Ms. [redacted] has tried to make light of the situation by insinuating that I have not been compliant with her solution.She called me on  March 31 and told me the chair would be in the store on April 2 and available for pickup. I told her I would come on Saturday the 4th. I told her to notify me if there was any changes due to the travel and past inconveniece/cost,  she did say that I may want to call her (since I had her direct number) to verify its arrival and I told her that she was the customre service "Manager in Charge " of this and she should notify me if there was any changes.  She  said everthing thing was fine and it would be there.  Me not believing her since I had already been burned the first time,  decided to try to call her "direct number"    on April 2 (went straight to voice mail) and left  (4) detailed messages that on Sat I would be making a 500 round trip to pick up the chair she needed to let me know if there were any problems-no reply Again on   4-3, I called and left 2 messages  no reply and then contact the Revdex.com and you all e-mailed her. Arrived at store NO CHAIR. She contacted me on Thursday April 9th  (7days after messages, 5 days after store visit).  She began by saying that [redacted] had informed her that I had been in on Saturday to pick up the chair and that I should have called befor I came.  I told her that I had contacted the Revdex.com and that I did not want to have any more contact with her that I wanted someone else assigned to this because I did not believe anything that she would say and I did not feel that she was dependable, honest, or  trustworthy and  our conversation was over to have someone else contact me. I did not hang up on her I totally explained the entire situation and she will not listen.           
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.
I am not satisfied with the coments from Ms. [redacted] and the inconvenience that this has caused.  I was notified the chair was being delivered, took a day off work and drove 500 miles (round trip)  to meet the truck (after 3 confirmations from Ashleys) that is would be there and it was not delivered.  After talking to Ms. [redacted] she said the chair was never scheduled for deliver but for a pick up.  She did not apploize but stated she could not change to past and   I needed to move forward.  I again explained I just want to pick the chair, she again said as a curitisy they would deliver it to 65 Miles Lane again I told her, I do not live there and have not lived there for over 2 years.  I would pick up the chair.  She assured me the chair would be at the Blankenbaker store April 2 and I could pick it up on Saturday the 4th.  She offered me a 75.00 gift card which I did not say was  accepted.  I ask her how I could trust that the chair would be there when I was told since it was not the last time and she said that I had her direct number to call.  I called the number several time last week to confirm, finally she did call me back and told me the chair would be in the store on the 2nd but they could not deliver it to 65 Miles Lane until the 11th.  AGAIN I told her I do not live there , I do not want the chair delivered.  I want to pick it up. She said it would be there on Saturaday for pick up.  I have left messages yesterday and today to make possitivley that the chair is there because I have to get a truck and drive round trip 500 miles to get it agian.  I can not get her to call me back.  I would like my chair, I would like to be reimbursed for the first trip of 500 miles (57 cents a mile) and for the day I had to take off work(123.00) and an applogy.  Thanks                     
[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.
I still have not received ANY paperwork stating my rights as a consumer. I was told by an Ashley associate that removal of old furniture was not included, which is why we chose pick up. I have since learned through a social media group that it states in the contract that delivery DOES include old furniture removal. Had I been told the correct information, this situation would not even be happening right now. I will continue to fight this until AT MINIMUM I get my paperwork stating my rights as a consumer. I have been lied to about that, I have been told "it's in the mail" on more than two occasions. 
Regards,
[redacted]

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 for the business to perform this action and, if it does, will consider this complaint resolved.
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.
Customer has contact the Revdex.com back indicating that she has received the chair however she has not received the promised refund check card that was promised by the business.
Regards,
[redacted]

Spoke with guest.  Tried to explain that the wedge was still on back order..  She started using profanity and hung up on me..  We have the wedge scheduled to be delivered on 3/8.

Spoke with guest and approved for him to use the $89.99 rebate on furniture without the $500 minimum within the next 30 days..

I have left a message for the guest to discuss.  Ashley contacts with a third party delivery company to deliver.  I have reached out them to make sure they are aware of the situation.

I have spoken to the guest.  We are going to reschedule the delivery.  I offered to redeliver the table or to take $100 off to keep as is.  I emailed Account able the refund of the $150 for the status.  The guest is going to talk to her husband about the discount and call me back.

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.
Regards,
[redacted] They are lying about their refund policy, because my wife and I know exactly what their salesman said. If they want to lie about their policy from 2010 or cover up for their lying salesman, since they are so concerned over about $126.00, then they can keep the money, since it looks like they will be going out of business soon since they never have customers at their store any ways. I or my family and friends will never go to Ashley's furniture again, so I hope they enjoy that $126.00

I have spoken with Ms. [redacted].  The sofa is out of the one year manufacturer’s warranty and it appears the issues are from usage.  We have replaced the cushions once as a courtesy.  She is emailing me more pictures so I can make sure it is not a spring issue, but since it is out of...

warranty there isn’t really anything we can do.
Thanks..
[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.
Regards,
[redacted] I spoke to [redacted] on 6/21/2016, (Manager of Escalation Dept. for Ashley Furniture) she totally told us something totally different than what the salesman did when we purchased the VIP protection plan for a sofa and chair. In 2010 when we purchased the furniture the salesman said that if we take out the VIP coverage that they will even cover a cigarette burn and that if we do not use the coverage then we will get a full refund and he said that it was a win/win situation for us. [redacted] on 6/21/2016, said that we had to purchase more furniture and we could use the VIP refund toward another VIP plan for another furniture purchase. I asked her to send me a copy of their policy stating what she said, but she said they don’t have that policy in writing. She refused to honor what their salesman told my wife and me.

I have left another message for the guest to discuss options to resolve.