Ashley HomeStore Cambridge Reviews (%countItem)
Ashley HomeStore Cambridge Rating
Address: 2450 Eagle St N, Cambridge, Ontario, Canada, N3H 4R7
Phone: |
Show more...
|
Fax: |
+1 (519) 650-5288 |
Web: |
ashleyfurniturehomestore.ca
|
E-mails: |
Sign in to see
|
Add contact information for Ashley HomeStore Cambridge
Add new contacts
Grey Leather sectional purchased Sept. 13,2017. Total purchase price $4700.00 incl. tax(***- corner chaise, XXXXXXX- RAF Sofa, XXXXXXX - armless loveseat) Delivered with damage on or around the 3rd week of Dec. 2017. Contact made with Gen. Mgr. *** @Ashley Home Store - Cambridge same day of delivery. 3-4 months into 2018, some of repairs where made after several attempts made to Ashley Home Store, Gen. Mgr. basically thought that this was resolved. Have been waiting over a year for final repair to be complete. When follow up email sent in Jan. 2019 was told by Gen Mgr. that repair co. (Furniture Medic)tried to make contact with us in May/June of 2018. I received no calls, voicemails or email from Gen. Mgr. We have 3 contact number's on file. This was emailed to me only after I sent email requesting final repair. I followed up with email to Gen. Mgr. and asked for repair to be done and warranty money of $550.00 plus tax to be refunded. Correspondence via phone and email have not been responded too. In the last email (Jan.2/2019) from Gen. Mgr states that replacement component is in warehouse ready for service. I have email correspondence.
I would like for the leather panel be replaced and that the Ashley Protection Plan of $550.00 plus tax to be refunded, previous email from Gen. Mgr. in Jan. 2019 stated that he would have the Ashley Protection Plan money refunded due to the extenuating circumstance of the service. I would like the repair done as this is not warranty damage done by us, it was done at the time of delivery. Gen. Mgr. stated in his last email correspondence (Jan. 2, 2019) that they have replacement component in the warehouse ready for service. We have been told that this would be taking care of in timely fashion back in 2017 when delivery was received with the damage. So what I would like is that that Ashley Protection Plan of $550.00 plus tax and the repair be made.
The customer has stated in their most recent email to our store that they will be involving legal counsel in this matter and as such I am required to refer all further contact from the customer to our company's legal counsel.
Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
I did send an email back on Feb 8,2019 stating that I would be seeking legal counsel and filing a complaint with the Revdex.com, I see how Ashley didn't state that I would be filing a complaint with the Revdex.com. I can not even get this Mgr. To respond to a phone call prior to it coming to the final email. I will have to then seek legal counsel if this is how he wants to continue.
It's unfortunate that when you make a purchase from a company and are promised this will be taken care of and then they treat you so poorly. I was I would have refused the delivery and
requested a refund and I wouldn't have wasted the last year and a half trying to get the repairs done that were done during the delivery.
If possible can Ashley respond with the contact name of legal counsel then I will have to go forward with as I stated in the email to Ashley.
Thank you
The service for the sectional has been submitted again to our contracted service company. They confirmed this afternoon that two messages have been left for the customer this week and the customer has not returned the calls. These calls have been notated on the service work order along side the three calls placed last year.
(The consumer indicated he/she DID NOT accept the response from the business.)
I received two voicemails from *** the week of February 25. I have been away on Holidays from February 23-March 2. I returned the the call on Sunday, March 3 and service has been set up for Tuesday, March 5 @10:00 am.
This is a totally different repair service from the original co. That came out in early 2018. And again previous co did not make contact with me and we would be where we are currently at.
Hopefully repair will be completed tomorrow, March 5 and previous response from Mgr. will be keep his word and refund the warranty money of 550.00 plus tax which was stated in a previous email from Mgr. at Ashley.
Thank you.
Purchase made Nov. 21/18. Delivery fee of $169.00 charged and paid at time of delivery. Delivery made Monday December 17, 20018. Furniture was damaged including headboard with creases in the fabric; mattress not the same quality as the one we originally picked at the store it doesn't have *** brand on the mattress no tag and the mattress fabric is damaged. Mattress base is broken; bed frame doesn't match mattress size. The same day it was delivered I went to the store with photos of all items and the customer service reps told us they could not help us. Told us to call *** at Cambridge location. Contacted *** while at the store told us we needed to file complaint and submit photos online and that he couldn't help us but that we should contact *** the following day. Contacted *** the following day and was told she couldn't help us that we needed to speak with *** but he was in a meeting. Left messages for *** to contact me and he called back and informed we need to file complaint online and submit photos and we had two options 1) to have furniture replaced 2) to return items we would be charged a restocking fee. I continually explained we were very disappointed in the quality and the *** process to speak to someone to return these items we paid for. I told him it was *** to charge someone restocking fees for damaged materials that were manufactured, delivered and assembled by them we purchased in good faith quality products and paid a delivery fee and waited 3 weeks to receive all items in unacceptable conditions. *** refused to give me his last name and continued to tell me I had two options after I continuously told him I did not want their deceiving products. We proceeded to file the complaint online where we encountered severe other reviews expressing similar experiences and that alerted us to find out we only have 72hours to return items purchased. ***.***. One question I also have is how can you be charged a restocking fee for damaged materials we have no fault of and why would this company restock these damaged items. Please help us return and obtain a full refund for this purchase that was made in good faith.
We would like our full refund for this purchase
This customer had made her purchase on November 21 2018, at our Guelph store. The bed frame she wanted to purchase was not on our floor to be seen/tried, therefore she chose to purchase it sight unseen from the online catalog. She tested the mattress in store by laying on it. A member of our Guelph team then rung her through for the bed and mattress she wanted as well as for our full service delivery, the customer signed our purchase agreement and we ordered the bed and mattress as per that agreement.
Her product arrived and she had her delivery scheduled for December 17, 2018. This delivery was completed and therefore non-refundable.
After her delivery, she came into our Guelph store to complain about the quality of the product she received. Our staff member tried to direct her to our online website so that she could have anything defective replaced and re-delivered at no extra charge. This is our standard procedure to which we have all customers submit their claims. The customer did not want to do that. As the sales person does not have the ability or authority to do anything beyond directing them towards our process they then directed her to speak to our Customer Experience Manager in based in our Cambridge Store via phone, who also tried to direct her to the website and explain our procedures. The customer continued to demand a full refund which is not in line with the agreement she signed at the time of purchase. As the Customer Experience Manager does not have the authority to refund such an amount, he offered the customer the opportunity to contact me, the Senior Customer Experience Manager, and that I was in the following day.
The following day, I received a phone call from the customer. She explained her situation and immediately stated she wanted a full refund and to return the product. I tried to offer her the options that we have when such a case arises; but she continued to speak over me. 1. We are unable to assist a customer with a claim if we cannot see the damages. 2. We are happy to replace any damaged items for the customer and deliver said items at no additional charge. The customer insisted that she was unwilling to have the items replaced and wanted a full refund.
Any full refunds need to be approved by the General Manager of all Stores. I informed the customer that I would speak with him and that I would get back to her once I could discuss the matter with him.
After speaking with my GM, and getting the approval of a refund minus the delivery charge, as the delivery was completed, and a 20 percent restocking/cancellation fee, as per our signed agreement. The mattress protector and (free) pillows were not returnable items for hygienic reasons. Since this was no longer a service issue, but now a sales cancelation and if refunded the it would need to be done in the Guelph store, this was passed over to the Guelph Sales Manager, who called her. The Guelph Sales Manager told her of the refund option. (Refund Less the pillows, protector, delivery fee & 20% restocking/cancelation fee. She did not agree with that, she then finally submitted to claims website as originally requested.
I responded to the claim with the following options;
A) We can re-order & inspect all the pieces and ensure that they do not arrive to her damaged. Then deliver them at no additional charge, removing the existing items at the same time.
B) She can have a full refund as an instore credit without a cancelation fee to re-select new product to the value of her invoice.
C) She can return the product (again minus the pillows and mattress protector) and receive a refund; minus the restocking/cancellation fee, and the delivery charge.
I have not heard from her since.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Ashley is not acceptable, they are not acknowledging the simple fact that we purchased new furniture and they delivered damaged materials. We understand that if we had changed our mind about the furniture purchase based simply on the fact that we "changed our mind' that a restocking fee would apply however it is ridiculous that they deliver to us items that are not acceptable and demand a restocking fee that is ***. I did in fact lay on the mattress because my need for a particular matress firmness is necessary for my daughters back and since I did in fact try it at the store I know having received it that it is not the same quality mattress and no less the mattress doesn't even have any label on it anywhere. The fact that we didn't in fact see the bed frame in the store but did choose it based on the picture on the Ashley sale flyer for that week (which is why we went to Ashley in the first place) doesn't mean that the item purchased should or could or would be damaged. It was bought as a new piece of furniture and not as a damaged item. We did try to speak to someone several times for that matter and there was not one person that wanted to address this particular and distinctive situation, this situation in my opinion is not common to other returns as all the items received the day of delivery were damaged before their arrival and the delivery man also are witnesses to this. After getting passed from one associate to another we were only repeatedly told that our options were to return (damaged items) with a 20% restocking fee or to have them replaced. After receiving all these items damaged it is quite clear that the quality of Ashley products is questionable and I do not want to have any products from Ashley ever again. The manager did not want to acknowldge the fact that we had received the items damaged and at which time a complaint was filed online and included several pictures of all the damaged items for his view. No reply has yet been received from the online complaint to this day. ***. Another thing that bothers me is the fact that yes they do have their terms and conditions on the back of the invoice but not one person informed me of them prior to my payment being made. And the day the delivery was received and we went to the Ashley store we were given a number for the Cambridge store not at anytime directed to the online website that is only to be noted as per reply from Ashley. My observation is that Ashley Furniture has created terms and conditions that are not fair to the customer and that only favour them and allow for such *** circumstances where a customer is forced to keep their damaged and lack of quality items. I am appalled that they think they can get away with treating customers in such a *** manor. No one should ever have to go through this *** situation.
In response, I do have an email that was sent to the customer on December 20th to the email she had provided on the submitted service. As I had stated in our previous response, I had still not heard from her. I have emailed her again to inform her that we have been approved to give her a full refund, minus the delivery fee as that service was completed. We are now awaiting her call to schedule the product pickup. After the product is returned, she can receive her refund.
Thank you
In September we purchased furniture including 2 bar stools from Ashley Furniture in Cambridge Ontario (Ashley Furniture , 2450 Eagle St., N., Cambridge, Ontario. We experienced no problems with that purchase.
We decided to purchase a 3rd bar stool in January and it was poorly stained and streaked. The quality was very poor. I contacted the store and was told to send them pictures and an explanation of my concern which I did. I asked for a replacement. The sales lady said she would forward my email to customer concerns and I should have an answer back within one week.
After two weeks I contacted the Cambridge store and was given a different email address and told to resend my complaint with pictures and I did.
I got an email back from Ashley's saying the email address was only for US concerns and I was given a customer follow up number of #XXXXXX on Feb. 14 th and another email address which was the first email the Cambridge Store had given me.
I contacted the Cambridge store again following the Feb 14th email and was told by a female sales lady that she would contact me back the next day about my complaint. I told her I had tried since January to have this resolved. She promised to call me back. I have heard nothing from the Cambridge store.
I would like to have the bar stool replaced with a quality product like the first 2barstools were.
We apologize for the delay in providing a replacement barstool as the items has been delayed from the manufacturer. We are confused by the timing of this complaint as an email was sent to the customer on Monday March 12th informing them that we are still awaiting the arrival of the replacement stool and that they would be called when it did arrive and was ready for pickup.
Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent in my complaint to the Revdex.com prior to the March 12th email from Ashley's. Due to the fact that Ashleys ignored my emails and never returned a promised phone call back I would like my complaint to remain open. Once I receive a suitable replacement which when I originally spoke to them they said they would deliver assembled and take the unsuitable chair back, I will gladly close the complaint.
Ashley's contacted us last week that our new stool was in. When my husband went to pick it up it was in worse condition than the one we were taking back. The salesman said there was still one more in the box that was sent from the manufacturer and he would check it and let us know if it was okay. It's now over a week and we've heard nothing.
They certainly aren't interested in customer satisfaction and this complaint is not resolved.