Thank you for contacting Ashley HomeStore and for making us aware of Ms***'s situationWe have researched this account and we were not aware of any missing toss pillows/no notes on account or made at the time of delivery but we would be more than happy to order these as parts and ship directly to Ms*** Pilling is known as loose strands or balls of fiber that form on the face of a piece of fabric It is caused by abrasion on the surface of the fabric, and is considered an unsightly occurrence on furnitureAlthough, it is important to note that pilling is not a fabric defect or fault, and is not covered under warrantyWhat causes pilling?Loose fibers have a natural tendency to move to the surface of a piece of fabric, where they are subject to friction, which causes them to twist together into small balls Fibers that are still secured to the fabric are also twisted into the ball, so that the pill is secured to the surface of the material.Friction is caused in the course of people using the furniture, rubbing against the surface of the fabric Laundering also causes friction – washing machines agitate fabric, causing the surfaces to rub together.Pilling is more noticeable on man-made fibers This is mainly because natural fabrics shed loose fibers easily and less noticeably, while man-made fibers are notoriously strong, so the pills are anchored strongly to the fabricIs pilling a defect?It is important to note that pilling is not a fabric defect or fault, and is not covered under warranty It can be compared to the shedding experienced when purchasing a new sweater or new carpet – think about the way newly installed carpet or a new sweater behaves, as there are constantly new loose fibers coming to the surface over the first few months of useThis is completely and will reduce once the excess fibers are gone.Consumers are sometimes concerned that pilling means that the fabric is wearing away and disintegrating – this is not the case Pilling is a occurrence caused by wear and tear, and does not affect the durability or functionality of the fabric It is easily removable.How do I remove pilling?The quickest and most cost effective approach is to use a battery operated pill shaver to remedy the situation These small, cheap appliances are available in most sewing stores, or the sewing area of large department stores A pumice stone pill remover or pill comb are also effective, and both perform the same task manually.If pilling reoccurs, it can simply be shaved off again This may occur several times, but the pilling will diminish and eventually cease once the excess fibers are removed.When a fabric is made from more than one fibre type, where one fibre is strong and one is weak (for example, polycotton) pilling will be more noticeable, because the weaker fibre wears and breaks, while the stronger fibre holds the pills to the cloth.Ultimately, if you notice that your furniture is developing pills, don’t be alarmed It is easily remedied and does not mean your furniture is made of poor quality fabric
Initial Business Response / [redacted] (1000, 5, 2015/04/30) */ We are sorry for the delivery delay and the confusion at the point of saleThe drawer that was damaged upon shipment is on back order and out of our control We would like to offer the customer a [redacted] gift card [redacted] from the misquote and [redacted] from the delay and damage) Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the offer of a [redacted] giftcardWe feel that this is satisfactory for the the mis quotation and delayed product arrivalThank you
Initial Business Response / [redacted] (1000, 9, 2016/02/03) */ The sales person sold the customer a sofa thinking that is what the customer wantedHe never offered a sleeper and did not ask if the customer wanted to upgrade to a sleeper sofaThe customer and the sales person signed off that the customer agreed to purchase a sofa, but not a sleeper sofa Upon delivery the customer notified us that she expected a sleeperThe customer expected to get a sleeper and wanted it for the price that she paid for the sofa We offered a full refund for the sofa, the delivery cost of the sofa, and the accent pieces purchased to match the sofaWe also offered an upgrade to a sleeper model for half of the upgrade price The customer responded to these offers with threats and an ultimatumI stepped in and explained that we would not be doing business with her anymore and that she should contact me with her credit card so I could refund her immediately After a week, the customer's spouse called and explained that he would like to have the sofa delivered and explained that his wife was very emotional and threatened only because she was upsetHe asked if we could deliver the sofa and they would just forget about the sleeperWe agreed and will be delivering this coming Saturday
Initial Business Response / [redacted] (1000, 5, 2014/11/11) */ The customer opened a Layaway on April 19, At the point of putting down the required deposit the customer signed and agreed to the terms of layawayHe agreed that "If payments cease to be made, any money previously applied will be turned into a store credit ONLY." The manager of the store spoke with the customer directly and showed him the signed agreementHe told the manager that he did not care that he had signed the agreementWe believe in honoring our agreements There is no restocking or cancellation feeEvery payment and deposit will be available in full store credit Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This one on the worst cases of customer service I have ever encounteredThere is no merchandise exchanged, they just have my money for ransom, and refuse to return itThey are not out anythingIt's like walking into a store and them asking for money to get a discount and then refusing to return it if you don't buy anythingYour only choice is to buy something Final Business Response / [redacted] (4000, 9, 2014/11/13) */ We presented an offer to a customer to make payments on a future orderThe agreement was that if the customer no longer desired that product, or simply wished to cease payments, that we would convert the entire deposit and any subsequent payments to a full in store creditThis agreement was signed and initialed in places to draw out the terms with no ambiguity We have not changed the terms of the deal, but the customer wants toWe are not asking for payment of the items on the layawayWe are not asking for a cancellation feeWe are simply honoring the agreement that we entered along with the customer We will honor our agreementThe in store credit does not diminish or expire with timeThe customer agreed that if payments were to cease that they would have an instore creditThis credit will be for the full amount of the deposit and any payments until a time when they are ready to use it
Initial Business Response / [redacted] (1000, 9, 2015/02/18) */ We are working on a solution to satisfy the customer's requestIf we are not able to provide store credit in the store where the customer lives then we will provide a refund as requested We will contact the customer directly to provide details of the credit or refund by February 24,
Initial Business Response / [redacted] (1000, 5, 2017/01/31) */ We need your help pleaseWe have no record of this customerWhich store did he buy from and what is the sales order number? If that is not available, what is the customer id? Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wife is making calls today, will see the response from there Final Business Response / [redacted] (4000, 16, 2017/02/22) */ The customer has been given full in store credit to select new itemsThe manufacturer has been notified and we will honor the new selection credit at the store in Joplin, Missouri The guest response team has contacted the customer and they have accepted the offer Final Consumer Response / [redacted] (2000, 18, 2017/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) After a lot of research Meagan found the issues and handled the problem.We ordered new Furniture today and waiting on Delivery date!
Initial Business Response / [redacted] (1000, 5, 2015/01/19) */ The customer purchased a sofa and a loveseatThey elected to pick it up at our distribution centerWe stated the customer pickup terms at the point of saleThe customer signed and initialed that they agreed and accepted that in home service is not a part of the pick up processThey agreed that if there was a problem that they would bring it back to the point of pickup and have it serviced or replaced Furthermore, at the point of pickup the customer was presented with the terms againThey signed and agreed to waive inspection of their furniture and bring it back if they got home and discovered damage When the customer got home they discovered damage to the furnitureThey called in and immediately wanted us to deliver out a new set and pickup the damaged setWe agreed provided the customer pay the delivery feeThe customer declined We approved an in home service upgrade for $***The customer declined We have done everything we promised to doWe want to help and have different plans of action we have offered Bring the product back and get a full in store credit; Bring the product back and we will service or order new; Pay for in-home service or delivery and we will service or replace the items in the home We have offered in store credit for the items received with no restocking feeWe have offered to honor our agreement There is no breach of contract and the customer has done nothing wrongThey wanted to pickup product instead of having it deliveredThey agreed that if there was a problem they would bring it back, or pay for an upgrade to in-home service They now want a refund because we won't upgrade their service for free when we agreed that it was a separate charge at the point of sale and the point of pickup We will not offer a refund but do have other options that support our desire to provide excellent service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in the complaintWe were sold damaged goods and the only possible remedy to the situation was to: further inconvenience the consumer, have the consumer incur additional cost Offer store credit If the damage was a result of the consumer I can understand, but the goods was damaged upon receipt and now the consumer is responsible for all costs or inconveniences to remedy to the neglect of the businessThe store credit is not an option as they are telling to further continue doing business with an establishment that sold me damaged good and have been very rude and "pushy" when approached with the situationAt this point, I just want to return the damaged goods, get a refund, not store credit, without incurring any additional expenses or inconveniences and never have to deal with this business again Final Business Response / [redacted] (4000, 9, 2015/01/26) */ The customer was not sold damaged goodsThe customer was sold goods with the option of delivery or pickup at a distribution centerThe customer elected to pickup and found damage after transporting it and unpackaging At the point of sale, the customer was informed of and signed an agreement to contact us within hours to report damages once the items were in the homeThe option was given to upgrade at an additional charge for in home service, or bring it back to the place of pickup for service or reordering At the point of pickup, the customer was given the option to open and inspect the items before taking them homeThe customer waived the inspection and signed an additional agreement to contact us within hours of getting it home to report any damageThe customer was again informed in writing that there were two options for serviceThe customer can upgrade to in home service for a fee, or the customer can return it to the distribution center for service or reordering We have addded no additional terms or conditions to this saleThe customer has refused to honor the terms and the reselection and store credit offers have expiredWe are able to service the items reported damaged after pickup in our distribution centerIf the customer would like us to service the items in the home the fee is $*** Final Consumer Response / [redacted] (4200, 11, 2015/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the goods were received damaged, that by definition, is damaged goodsThe only thing I was informed at the time of purchase was the 20% restocking fee if the order is returnedI was not informed of yhe other terms upon pickup as we have discussed on the phoneBoth instances, I was briefly mentioned a couple things, ieOpen and inspect at pick site or receive goods in original packagingI purchased multiple items and have no issues with the rest of the orderI just want the goods that were received damaged to be remedied without any additional costs or inconveniences to meAnd I do not want store creditJust my money back for the damaged goods that was sold to me
Initial Business Response / [redacted] (1000, 5, 2014/12/30) */ The customer has a seat cover and back that has fading/peeling on seams and in other areas. We have offered to replace the entire fabric covering the seat and effected area. This is not a patch. This is a full replacment of the entire cover... of the effected areas. It is brand new leather sewn from the factory that will replace all parts of the effected area. On another part of the sofa, there is some poly-fil padding that has failed. This is easily corrected by adding additional poly foam to the customer's comfort level. The sofa in question has been authorized for repair under the warranty. The repair is for full replacement of the defective panels on the sofa. The replacement parts are Original Equipment from the Manufacturer and will be installed by a professional furniture technician. We will service this sofa under the manufacturer's warranty and ask the customer to contact our Guest Response Team again to confirm the replacment parts order and service terms. Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) They sold me a defective sofa for $ [redacted] and want to stuff some stuffing inside of it. This is not a replacement of parts, the defective stuffing is in the entire sofa not just 1 part they want to zipper open and add stuffing. There is also springs popping inside the back. It is not standing behind the product and I don't believe I should have to accept a defective sofa that is going to be half patched for $***. It should be a replacement or a store credit. What happens in 7 months more when it wears out again it will be out of warranty I have sofas I paid half that price for that the leather and stuffing did not wear out after 10 years. The manager of the store said this was a best seller for them and they never had this complaint that clearly mine was defective. Final Business Response / [redacted] (4000, 9, 2015/01/02) */ We believe that the sofa is defective. The customer is protected by the warranty against material defects and we service the warranty and will service the sofa and correct the defects with original equipment. There is no patch. This is a complete upholstery piece for the entire effected area. It requires removal of the old cover and installation of a new cover. The current defective cover will be recycled or discarded. The addition of poly-fil in a seat back is a regular maintenance recommendation. The material, shipping, transportation and labor are all provided at no additional cost to the customer. The product and purchase are protected in full by a warranty. We are servicing the warranty and will continue to request from the customer to allow us to execute the agreement we made on the purchase date. We will fix the sofa at our expense. Final Consumer Response / [redacted] (4200, 11, 2015/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are already 3 issues with this sofa in 7 months. You admitted it is defective. I have owned many sofas and chairs ofer the years and none have never needed opening up and adding stuffing and they all lasted 10 years or more. I don't understand why you won't take back this defective sofa and replace it with a new one with a new warranty or give me a store credit for the amount of sofa. This is a patch to open up the backs and add more stuffing. Then you have to fix the popping broken spring and the cover that the leather has worn off. It is unacceptable to expect me as a consumer to accept a defective sofa with some patches added to it. What happens 6 months from now when the new stuffing wears out again or the leather wears out again and it is no longer under the 1 year warranty or guarantee? I will be contacting [redacted] at [redacted] holdings about this issue also. I have contacted Ashley [redacted] but since this is a locally owned branch they have been no help. I am not willing to accept a $ [redacted] defective piece of equipment both in your managers words and now yours in this complaint. Replace or store credit is what I am willing to accept.
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ The customer purchased in December and reported issues that we attempted to resolve from December to April We show that the customer agreed to call us back in April We have not received a phone call and closed the service ticket after we made several attemptsWhen we last spoke to the customer she stated that she would call us back after we spoke with her on March 23, After that, we left voicemails (4/15, 4/10, 4/6, and 3/31) asking for a return call It is now six months laterWe have closed the account but still stand by any warranty service that the customer may requireThe customer can reach us at XXX-XXX-XXXX to report any service and set up a time for repair work to the warranty The customer should bring the furniture to our warranty center for service or can upgrade to in home service for $The warranty does expire in December so please contact us immediately for any warranty claims Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/23) */ 10-22- Someone from Ashley called and left a voice mail around or on the 4-15-and I called back that day and left a voice mail for Jared who's office is in Arkbut he never called me backAnd we never hear from anyone again The recliner we got is not the one we boughtit short I don't know how you can resolve anthing if they don't return your calls and the padding int he recliner & sofa are gone Final Business Response / [redacted] (4000, 11, 2015/11/03) */ We tried to reach the guest serveral times and were not successfulJerrett, the person she called, is not in ArkansasJerrett is the Director of our Guest Response Team, which is in Springfield, Missouri On a claim this old, we really have no recourse but to service the warranty claims We will order new padding but need the customer to contact our Guest Response Team at XXX-XXX-XXXX to confirm that we have permission to send this to the home addressMay we contact the customer directly to set up a warranty service call? If so, please confirm the correct email or phone number the customer would like us to call
Initial Business Response /* (1000, 9, 2014/12/30) */
We are sorry for the delay and oversight in responding to this complaintWe will be contacting the customer today, apologizing directly for mishandling their order, and issuing a full refund
Initial Business Response /* (1000, 9, 2016/11/11) */
We have reached out to the customer and have been active in seeking credit from the manufacturerWe have been instructed that the care of the rug required removal of the beater bar on the vacuumThe customer indicated that they had placed the
vacuum on the highest settingThe manufacturer believes that the beater bar was not in removed and caused the rug to be damaged as a resultThe manufacturer stated that trimming the pulled pieces was the next step to restore the rugThis rug is not defective according to the warranty from the manufacturerOur customer service team will continue to stay in contact with the customerAgain, this not a defect according to the warranty and the manufacturer has given specific maintenance and care instructions to refresh the rug and restore it to its original state
Initial Business Response /* (1000, 5, 2015/06/09) */
Contact Name and Title: *** ***, VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ashleyozarks.com
We are sorry for the error and have refunded the full amount of the product not delivered to the card
We have reached
out to the customer to offer a personal apology and to make sure no charges or fees have resulted from our mistake
We would like a chance to make this right for our customer
Initial Consumer Rebuttal /* (2000, 7, 2015/06/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting the response because my request has been fulfilled; however, the balance is still showing on my credit report at this timeThe main purpose of shopping at Ashley and obtaining credit was to increase my credit scoreI sincerely hope that this inaccurate credit reporting is corrected soonI may have missed out on other credit building opportunities because of this experience
In the end, I can't say I would ever shop at Ashley againI hadn't realized that purchasing new furniture would be as awful an experience as buying a new carAfter reading some very similar complaints on this website, I am appalled that this business continues to operate in the way that it doesI was misquoted a price during my initial shopping visit, was given a ridiculous wait time for delivery, and treated very poorly once the sale was madeI was also lead to believe that if I spent an additional *** on a mattress cover that I could return the mattress that I purchasedWhen I learned that the adjustable bases weren't going to be delivered, I asked to return the mattressI was told that they would not take it back due to hygiene issuesIsn't the purpose of the mattress cover to protect the mattress from any unhygienic substances? This is a swindling techniqueI was certainly swindled out of my money
Apologies don't tend to mean so much when the persons doling them out aren't sincereI don't feel as though I have been well taken care of as their customer and I don't feel compensated for my time and aggravation
Initial Business Response /* (1000, 5, 2016/03/17) */
On 03/12/the customer agreed to and signed our sales agreement
Attached to this response is a copy of the sales agreement signed by the customerThis agreement outlines clearly what will take place in a cancellation or modification of
the saleThis is outlined clearly in the ALL SALES ARE FINAL portion of the agreement
If the customer does wish to cancel or modify this sale we would abide by this agreement
-*** ***
XXX-XXX-XXXX
Ashley Furniture
Initial Business Response /* (1000, 9, 2016/05/27) */
At the point of sale the customer is asked to agree to the terms and conditions of the saleOn mattresses and foundations the customer signed that the sale was final and that no return or exchange could be done
We do let the customer to
know that some manufacturers offer a comfort guaranteeThis is permitted under the terms and conditions of the manufacturerIn this case, the customer bought a different brand of mattress from the foundationThe mattress company has a sleep guarantee that we will execute on behalf of the customer, but they want to exchange the bed for a different sizeWe cannot do this because there is no sleep guarantee on the electric adjustable base foundation
We can offer the customer an exchange for the mattress under the comfort guaranteeThere is nothing wrong with the foundation and the customer wants to return it for a different foundation of a different sizeWe cannot do that as the manufacturer who makes the foundation excludes foundations from being returned like this
Our customer service team will search out a resolution with the representative the customer spoke with at the manufacturerWe will contact the customer directly for an update on our progress
Initial Consumer Rebuttal /* (3000, 11, 2016/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At every step of the process the foundation was only referred to as wired or wirelessWe were not offered an option as far as manufacturer and indeed did not expect there was one! When the entire guarantee process is referred to as "the bed" it is expected that it includes all of the parts inclusive of a bed
We DID explain our concerns regarding a king after years of a Queen, but were told during the "laying on all the beds" process once again about the sleep guaranteeWe have bought over the years several thousand dollars of furniture from Ashley and are not happy about thisWe were misled, and also told the only thing that would prevent return or exchange was stains on the mattressNOTHING was ever said about the frame!
Final Business Response /* (4000, 18, 2016/06/09) */
Notes in the system indicate that the customer has reselected a mattress in the size of a kingThe store manager has included notes indicating the customer is also going to get a sync cable so the customer can use the foundations as one unit
The terms of the sale are very clear and signed by the customer at the point of saleWe never intend for there to be any ambiguity in the process of any furniture saleWe have the terms and conditions spelled out completely and it is our intent to inform the customer before the order is finalized
The reorder of the mattress was confirmed yesterdayThe customer's new mattress is on orderThere is not a comfort guarantee on the foundations but we have order the parts to make them work with the mattress they have reselected
Initial Business Response /* (1000, 5, 2015/11/18) */
The pickup process is a free service where a customer or their agent can pickup without paying a feeAt the point of pickup the customer has the option to open the box and inspectThe terms are agreed by signature that if you do not wish to
inspect then you can contact our customer service center within hours to return the item or upgrade to in home service should anything need corrected
The guest contacted the customer service team and upgraded to delivery/in home service on November 17, We are scheduled to pickup the chair and reorder tomorrow
Initial Consumer Rebuttal /* (3000, 12, 2015/12/01) */
I went to Revdex.com talk to Lady & singed report, that afternoon 11/called Ashley talk to *** *** about chair & how upset I was I kept on till he agreed to let the chair be brought back & reorders & droping 20% offHe said nothing about a free pickup, in fact I called *** *** few hours later & said I guess I'll have to pay $but I do need chair picked up, but ask if that also would includ bringing reordered chairs to my home, said yes but I needed to pay so gave clerk my ccard #I had told *** *** earlier I wanted same chair & colorMr *** call next 11/day to tell me they would pick up chair Thrus or Fri - Asgket oucjed yo cgaur Fru 11/19, guy that picked it up ask what was wrong with it? I told him when I first sat down in it that it wrinkled also Lcornes of top of chair looked bad, as not padded enough & few winkles on Lside of front of seat of chairTook chair 11/Tue 11/24th Ashley call wanted to know if I wanted a different chair? I said no same chair & color if no wrinkes
I got your letter (Revdex.com) 11/25/
I though they reordered chair 11/day they took chair backnot 24th
I am tierd of the inconvenance of figuring out when
Final Business Response /* (4000, 19, 2015/12/14) */
Thank you for forwarding the customer's response to usYou have been in contact by phone with an employee who is out on medical leave and when we tried to contact your office for the past evenings you have been closed
We have placed the order and will contact the customer when it arrivesAll of our agreements are in writing and we do the very best to explain it in full detailThe customer service team will continue to follow up with the customer to ensure she is up to date on the order
Initial Business Response /* (1000, 9, 2016/12/21) */
We have reached out to the customer in reference to her claimWe left a message inviting her to contact us back at 1-*** to provide her with the options we have availableShe will need to speak with *** ***, our Operations
Manager who has all of the details
Initial Consumer Rebuttal /* (2000, 11, 2016/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /[redacted]) */
We have refunded the customer's order. The sales person explained that he did not know the original refund request was not processed and could not be found. When the customer called again, he started the process right away and the refund to...
the credit card was finalized on [redacted]7.
The customer's calls could have and should have been handled with more care by the customer service representative. We have counseled the rep on how to handle specific situations like this better in the future.
Since we cannot pay interest charges we would like to offer the customer a [redacted] gift card for free furniture in the store. Please let us know if we can mail this or have it ready at the store for pickup.
We know that people make mistakes and we are sorry for the mistakes that our people made. We do try to make every customer interaction count and we have failed to do that in this case. The sales rep and the customer service rep have been brought aside and counseled. They both will do better in the future.
Complaint: [redacted]
I am rejecting this response because: #1 the pillows were a issue and if they didn't wright something down 8s crazy because we discussed it many times! #2 no one asked for pictures or came out to look at my furniture. Nor did they explane any of the pilling to me that it would stop. Very poor customer service!
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/03/25) */
The customer indicatex that from the time of his delivery the cushions were not as firm as the floor sample.
We replaced the cushions once and the customer used the new cushions for three months and then complained that the cushions were...
too soft. We dispatched a technician to inspect the sofa and loveseat. Our technician confirmed that the sofa and loveseat are not defective. The technician checked the frame, support system and cushions. His finding is that there is no defect.
All cushions are produced with a minimum density requirement level. The cushions used on our floor sample are the same density as the floor model. The floor sample is typically more firm than a unit in a customer's home only because the unit owned by a customer gets sat upon daily and for longer periods of time, The difference is not because of any change in manufacturing.
We could find no defect in the cushions or the support system.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This set of loveseat and couch we are finding is quality furniture and should not be sold it is nothing like the sample on the floor. We are disabled and have to have higher furniture to get off of and the sample was the right height. The technician did not check for he frame he just told us to rotate the 5 cushion and we have and it does not make any different and never did it is just poor quality we are finding out. They need to give us our money back so we can come in and get appropriate height furniture that will not shrink down with in a few months, support system is not even in the equation as there is none and it is only 2 person home not like a family sitting on it. We are not
happy at all and very disappointed
Final Business Response /* (4000, 16, 2015/04/13) */
We had sent out two different technicians on different occasions. Each technician checked the cushions, support springs and frame of the items. Both independently determined there to be normal wear occurring with no defects present.
On 10/11/14, during the first technician's appointment he showed the customer how to properly rotate the cushions to ensure even wear. After that appointment, we provided new cushions as a customer service so that the customer could rotate the cushions as recommended.
When the customer contacted us three months later we sent out our second technician on 1/21/15. He found that the amount and type of wear that had occurred was normal and not due to a defect.
When the customer contacted us again to voice concerns that the floor model is firmer, on 4/1/15 we offered to exchange the cushions from the floor model with the ones that they have. The customer said they would let us know within two weeks if that was something they wanted to do. We have not received a response regarding this offer.
[redacted]
Director of Customer Experience
Covington Holdings Inc.
DBA Ashley Furniture Homestores
Final Consumer Response /* (4200, 18, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are going to try the cushions on the floor. We did call them last week a few times, but only got a hold of them yesterday the 13th of April to whom somebody knew what we were talking about.They have to order new ones for the show room and then we have to GO get them 1 hour from us. We will try that and if they breakdown again I want my money back for both and we will purchase new rom them
Initial Business Response /* (1000, 9, 2016/01/19) */
On 9/13/15 Mr. Webb brought in cushions from his loveseat to our Joplin home store. Our store manager created a ticket for the guest response team to contact the customer. Then on 9/15/16 a guest response team member contacted Mr. Webb and...
viewed photos of his cushions. As a service to the customer all cushions for his sofa, loveseat, and chair were placed on order and shipped to the customers home. Next on 9/29/16 we confirmed with the customer that all replacement cushions and cushion covers had been received, and at this time Mr. Webb reported he has fraying concerns on other areas as well. We informed the customer we could accept photos and send these concerns to the manufacturer for quality review.
On 9/30/15 after receiving all needed photos from the customer we sent them in to Ashley Manufacturing for quality review. From 9/30/15 to 12/08/15 we called Mr. Webb once per week to let him know we had not heard back from the manufacturer regarding the claim. On 12/08/15 we did inform Mr. Webb that the claim we had sent to the manufacturer had been denied and the concerns illustrated were not defects.
On 12/10/15 Mr. Webb spoke to one of our representatives he was again notified that the claim was denied. Mr. asked to speak to someone else, at this time there was nobody in management available and Mr. asked for a call back. We attempted to call customer back on 12/11/15, and again on 12/15/15. After two failed phone contacts we sent a letter to the address we have on file for Mr. Webb. Then on 12/18/16 Mr. Webb called us back, and spoke to our delivery coordinator. Mr. confirmed with her that the phone number on file was correct. Asked for a call on 12/21/16 in the morning. A lead Guest response team member did call on 12/21/16 but was not able to do so in the A.M. We called again on 12/31/16 with no success.
At this time customers concerns for cushion and cores were addressed with a reorder of cushions and cores as a service to the customer although no defect was found. The request for replacement of material that is sewn into place was sent to the manufacturer for approval and was denied because no defect was found.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fortunately the number provided is a cell phone and therefore on my person at all times. That being said, I can confidently rebut that there have been no attempts made by Ashley's management to contact me on the days specified in the month of December. I do whole heartedly agree that while my claim was open I did receive weekly updates without issue and to my satisfaction. Unfortunately the claims of repeated attempts to contact me following the denial of my warranty claim by the manufacturer are blatantly untrue. No calls or messages were received at the times specified and obviously not due to bad contact information. As for a letter, junk mail is regular occurrence so admittedly a letter may have been missed. My only request was a follow up to determine why the manufacturer denied my claim on a clearly defective item. Within short time the new cores became deformed and again the fabric frayed which was mentioned and brushed aside. Lesson learned, I am happy to note that I've located and purchased a new set with a competitor.
Final Business Response /* (4000, 15, 2016/02/04) */
The customer can contact us by phone at 417-799-6500 or email [email protected].
Supervisors are available Monday to Friday from 9 a.m. to 5 p.m.
If the customer would like us to contact him directly, please ask him to email the address above with the preferred contact number.
We can explain the steps taken to file a warranty claim and provide answers to the questions the customer has.
Email - [email protected]
Phone - 417-799-6500
Thank you for contacting Ashley HomeStore and for making us aware of Ms***'s situationWe have researched this account and we were not aware of any missing toss pillows/no notes on account or made at the time of delivery but we would be more than happy to order these as parts and ship directly to Ms*** Pilling is known as loose strands or balls of fiber that form on the face of a piece of fabric It is caused by abrasion on the surface of the fabric, and is considered an unsightly occurrence on furnitureAlthough, it is important to note that pilling is not a fabric defect or fault, and is not covered under warrantyWhat causes pilling?Loose fibers have a natural tendency to move to the surface of a piece of fabric, where they are subject to friction, which causes them to twist together into small balls Fibers that are still secured to the fabric are also twisted into the ball, so that the pill is secured to the surface of the material.Friction is caused in the course of people using the furniture, rubbing against the surface of the fabric Laundering also causes friction – washing machines agitate fabric, causing the surfaces to rub together.Pilling is more noticeable on man-made fibers This is mainly because natural fabrics shed loose fibers easily and less noticeably, while man-made fibers are notoriously strong, so the pills are anchored strongly to the fabricIs pilling a defect?It is important to note that pilling is not a fabric defect or fault, and is not covered under warranty It can be compared to the shedding experienced when purchasing a new sweater or new carpet – think about the way newly installed carpet or a new sweater behaves, as there are constantly new loose fibers coming to the surface over the first few months of useThis is completely and will reduce once the excess fibers are gone.Consumers are sometimes concerned that pilling means that the fabric is wearing away and disintegrating – this is not the case Pilling is a occurrence caused by wear and tear, and does not affect the durability or functionality of the fabric It is easily removable.How do I remove pilling?The quickest and most cost effective approach is to use a battery operated pill shaver to remedy the situation These small, cheap appliances are available in most sewing stores, or the sewing area of large department stores A pumice stone pill remover or pill comb are also effective, and both perform the same task manually.If pilling reoccurs, it can simply be shaved off again This may occur several times, but the pilling will diminish and eventually cease once the excess fibers are removed.When a fabric is made from more than one fibre type, where one fibre is strong and one is weak (for example, polycotton) pilling will be more noticeable, because the weaker fibre wears and breaks, while the stronger fibre holds the pills to the cloth.Ultimately, if you notice that your furniture is developing pills, don’t be alarmed It is easily remedied and does not mean your furniture is made of poor quality fabric
Initial Business Response / [redacted] (1000, 5, 2015/04/30) */ We are sorry for the delivery delay and the confusion at the point of saleThe drawer that was damaged upon shipment is on back order and out of our control We would like to offer the customer a [redacted] gift card [redacted] from the misquote and [redacted] from the delay and damage) Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the offer of a [redacted] giftcardWe feel that this is satisfactory for the the mis quotation and delayed product arrivalThank you
Initial Business Response / [redacted] (1000, 9, 2016/02/03) */ The sales person sold the customer a sofa thinking that is what the customer wantedHe never offered a sleeper and did not ask if the customer wanted to upgrade to a sleeper sofaThe customer and the sales person signed off that the customer agreed to purchase a sofa, but not a sleeper sofa Upon delivery the customer notified us that she expected a sleeperThe customer expected to get a sleeper and wanted it for the price that she paid for the sofa We offered a full refund for the sofa, the delivery cost of the sofa, and the accent pieces purchased to match the sofaWe also offered an upgrade to a sleeper model for half of the upgrade price The customer responded to these offers with threats and an ultimatumI stepped in and explained that we would not be doing business with her anymore and that she should contact me with her credit card so I could refund her immediately After a week, the customer's spouse called and explained that he would like to have the sofa delivered and explained that his wife was very emotional and threatened only because she was upsetHe asked if we could deliver the sofa and they would just forget about the sleeperWe agreed and will be delivering this coming Saturday
Initial Business Response / [redacted] (1000, 5, 2014/11/11) */ The customer opened a Layaway on April 19, At the point of putting down the required deposit the customer signed and agreed to the terms of layawayHe agreed that "If payments cease to be made, any money previously applied will be turned into a store credit ONLY." The manager of the store spoke with the customer directly and showed him the signed agreementHe told the manager that he did not care that he had signed the agreementWe believe in honoring our agreements There is no restocking or cancellation feeEvery payment and deposit will be available in full store credit Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This one on the worst cases of customer service I have ever encounteredThere is no merchandise exchanged, they just have my money for ransom, and refuse to return itThey are not out anythingIt's like walking into a store and them asking for money to get a discount and then refusing to return it if you don't buy anythingYour only choice is to buy something Final Business Response / [redacted] (4000, 9, 2014/11/13) */ We presented an offer to a customer to make payments on a future orderThe agreement was that if the customer no longer desired that product, or simply wished to cease payments, that we would convert the entire deposit and any subsequent payments to a full in store creditThis agreement was signed and initialed in places to draw out the terms with no ambiguity We have not changed the terms of the deal, but the customer wants toWe are not asking for payment of the items on the layawayWe are not asking for a cancellation feeWe are simply honoring the agreement that we entered along with the customer We will honor our agreementThe in store credit does not diminish or expire with timeThe customer agreed that if payments were to cease that they would have an instore creditThis credit will be for the full amount of the deposit and any payments until a time when they are ready to use it
Initial Business Response / [redacted] (1000, 9, 2015/02/18) */ We are working on a solution to satisfy the customer's requestIf we are not able to provide store credit in the store where the customer lives then we will provide a refund as requested We will contact the customer directly to provide details of the credit or refund by February 24,
Initial Business Response / [redacted] (1000, 5, 2017/01/31) */ We need your help pleaseWe have no record of this customerWhich store did he buy from and what is the sales order number? If that is not available, what is the customer id? Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wife is making calls today, will see the response from there Final Business Response / [redacted] (4000, 16, 2017/02/22) */ The customer has been given full in store credit to select new itemsThe manufacturer has been notified and we will honor the new selection credit at the store in Joplin, Missouri The guest response team has contacted the customer and they have accepted the offer Final Consumer Response / [redacted] (2000, 18, 2017/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) After a lot of research Meagan found the issues and handled the problem.We ordered new Furniture today and waiting on Delivery date!
Initial Business Response / [redacted] (1000, 5, 2015/01/19) */ The customer purchased a sofa and a loveseatThey elected to pick it up at our distribution centerWe stated the customer pickup terms at the point of saleThe customer signed and initialed that they agreed and accepted that in home service is not a part of the pick up processThey agreed that if there was a problem that they would bring it back to the point of pickup and have it serviced or replaced Furthermore, at the point of pickup the customer was presented with the terms againThey signed and agreed to waive inspection of their furniture and bring it back if they got home and discovered damage When the customer got home they discovered damage to the furnitureThey called in and immediately wanted us to deliver out a new set and pickup the damaged setWe agreed provided the customer pay the delivery feeThe customer declined We approved an in home service upgrade for $***The customer declined We have done everything we promised to doWe want to help and have different plans of action we have offered Bring the product back and get a full in store credit; Bring the product back and we will service or order new; Pay for in-home service or delivery and we will service or replace the items in the home We have offered in store credit for the items received with no restocking feeWe have offered to honor our agreement There is no breach of contract and the customer has done nothing wrongThey wanted to pickup product instead of having it deliveredThey agreed that if there was a problem they would bring it back, or pay for an upgrade to in-home service They now want a refund because we won't upgrade their service for free when we agreed that it was a separate charge at the point of sale and the point of pickup We will not offer a refund but do have other options that support our desire to provide excellent service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in the complaintWe were sold damaged goods and the only possible remedy to the situation was to: further inconvenience the consumer, have the consumer incur additional cost Offer store credit If the damage was a result of the consumer I can understand, but the goods was damaged upon receipt and now the consumer is responsible for all costs or inconveniences to remedy to the neglect of the businessThe store credit is not an option as they are telling to further continue doing business with an establishment that sold me damaged good and have been very rude and "pushy" when approached with the situationAt this point, I just want to return the damaged goods, get a refund, not store credit, without incurring any additional expenses or inconveniences and never have to deal with this business again Final Business Response / [redacted] (4000, 9, 2015/01/26) */ The customer was not sold damaged goodsThe customer was sold goods with the option of delivery or pickup at a distribution centerThe customer elected to pickup and found damage after transporting it and unpackaging At the point of sale, the customer was informed of and signed an agreement to contact us within hours to report damages once the items were in the homeThe option was given to upgrade at an additional charge for in home service, or bring it back to the place of pickup for service or reordering At the point of pickup, the customer was given the option to open and inspect the items before taking them homeThe customer waived the inspection and signed an additional agreement to contact us within hours of getting it home to report any damageThe customer was again informed in writing that there were two options for serviceThe customer can upgrade to in home service for a fee, or the customer can return it to the distribution center for service or reordering We have addded no additional terms or conditions to this saleThe customer has refused to honor the terms and the reselection and store credit offers have expiredWe are able to service the items reported damaged after pickup in our distribution centerIf the customer would like us to service the items in the home the fee is $*** Final Consumer Response / [redacted] (4200, 11, 2015/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the goods were received damaged, that by definition, is damaged goodsThe only thing I was informed at the time of purchase was the 20% restocking fee if the order is returnedI was not informed of yhe other terms upon pickup as we have discussed on the phoneBoth instances, I was briefly mentioned a couple things, ieOpen and inspect at pick site or receive goods in original packagingI purchased multiple items and have no issues with the rest of the orderI just want the goods that were received damaged to be remedied without any additional costs or inconveniences to meAnd I do not want store creditJust my money back for the damaged goods that was sold to me
Initial Business Response / [redacted] (1000, 5, 2014/12/30) */ The customer has a seat cover and back that has fading/peeling on seams and in other areas. We have offered to replace the entire fabric covering the seat and effected area. This is not a patch. This is a full replacment of the entire cover... of the effected areas. It is brand new leather sewn from the factory that will replace all parts of the effected area. On another part of the sofa, there is some poly-fil padding that has failed. This is easily corrected by adding additional poly foam to the customer's comfort level. The sofa in question has been authorized for repair under the warranty. The repair is for full replacement of the defective panels on the sofa. The replacement parts are Original Equipment from the Manufacturer and will be installed by a professional furniture technician. We will service this sofa under the manufacturer's warranty and ask the customer to contact our Guest Response Team again to confirm the replacment parts order and service terms. Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) They sold me a defective sofa for $ [redacted] and want to stuff some stuffing inside of it. This is not a replacement of parts, the defective stuffing is in the entire sofa not just 1 part they want to zipper open and add stuffing. There is also springs popping inside the back. It is not standing behind the product and I don't believe I should have to accept a defective sofa that is going to be half patched for $***. It should be a replacement or a store credit. What happens in 7 months more when it wears out again it will be out of warranty I have sofas I paid half that price for that the leather and stuffing did not wear out after 10 years. The manager of the store said this was a best seller for them and they never had this complaint that clearly mine was defective. Final Business Response / [redacted] (4000, 9, 2015/01/02) */ We believe that the sofa is defective. The customer is protected by the warranty against material defects and we service the warranty and will service the sofa and correct the defects with original equipment. There is no patch. This is a complete upholstery piece for the entire effected area. It requires removal of the old cover and installation of a new cover. The current defective cover will be recycled or discarded. The addition of poly-fil in a seat back is a regular maintenance recommendation. The material, shipping, transportation and labor are all provided at no additional cost to the customer. The product and purchase are protected in full by a warranty. We are servicing the warranty and will continue to request from the customer to allow us to execute the agreement we made on the purchase date. We will fix the sofa at our expense. Final Consumer Response / [redacted] (4200, 11, 2015/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are already 3 issues with this sofa in 7 months. You admitted it is defective. I have owned many sofas and chairs ofer the years and none have never needed opening up and adding stuffing and they all lasted 10 years or more. I don't understand why you won't take back this defective sofa and replace it with a new one with a new warranty or give me a store credit for the amount of sofa. This is a patch to open up the backs and add more stuffing. Then you have to fix the popping broken spring and the cover that the leather has worn off. It is unacceptable to expect me as a consumer to accept a defective sofa with some patches added to it. What happens 6 months from now when the new stuffing wears out again or the leather wears out again and it is no longer under the 1 year warranty or guarantee? I will be contacting [redacted] at [redacted] holdings about this issue also. I have contacted Ashley [redacted] but since this is a locally owned branch they have been no help. I am not willing to accept a $ [redacted] defective piece of equipment both in your managers words and now yours in this complaint. Replace or store credit is what I am willing to accept.
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ The customer purchased in December and reported issues that we attempted to resolve from December to April We show that the customer agreed to call us back in April We have not received a phone call and closed the service ticket after we made several attemptsWhen we last spoke to the customer she stated that she would call us back after we spoke with her on March 23, After that, we left voicemails (4/15, 4/10, 4/6, and 3/31) asking for a return call It is now six months laterWe have closed the account but still stand by any warranty service that the customer may requireThe customer can reach us at XXX-XXX-XXXX to report any service and set up a time for repair work to the warranty The customer should bring the furniture to our warranty center for service or can upgrade to in home service for $The warranty does expire in December so please contact us immediately for any warranty claims Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/23) */ 10-22- Someone from Ashley called and left a voice mail around or on the 4-15-and I called back that day and left a voice mail for Jared who's office is in Arkbut he never called me backAnd we never hear from anyone again The recliner we got is not the one we boughtit short I don't know how you can resolve anthing if they don't return your calls and the padding int he recliner & sofa are gone Final Business Response / [redacted] (4000, 11, 2015/11/03) */ We tried to reach the guest serveral times and were not successfulJerrett, the person she called, is not in ArkansasJerrett is the Director of our Guest Response Team, which is in Springfield, Missouri On a claim this old, we really have no recourse but to service the warranty claims We will order new padding but need the customer to contact our Guest Response Team at XXX-XXX-XXXX to confirm that we have permission to send this to the home addressMay we contact the customer directly to set up a warranty service call? If so, please confirm the correct email or phone number the customer would like us to call
Initial Business Response /* (1000, 9, 2014/12/30) */
We are sorry for the delay and oversight in responding to this complaintWe will be contacting the customer today, apologizing directly for mishandling their order, and issuing a full refund
Initial Business Response /* (1000, 9, 2016/11/11) */
We have reached out to the customer and have been active in seeking credit from the manufacturerWe have been instructed that the care of the rug required removal of the beater bar on the vacuumThe customer indicated that they had placed the
vacuum on the highest settingThe manufacturer believes that the beater bar was not in removed and caused the rug to be damaged as a resultThe manufacturer stated that trimming the pulled pieces was the next step to restore the rugThis rug is not defective according to the warranty from the manufacturerOur customer service team will continue to stay in contact with the customerAgain, this not a defect according to the warranty and the manufacturer has given specific maintenance and care instructions to refresh the rug and restore it to its original state
Initial Business Response /* (1000, 5, 2015/06/09) */
Contact Name and Title: *** ***, VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ashleyozarks.com
We are sorry for the error and have refunded the full amount of the product not delivered to the card
We have reached
out to the customer to offer a personal apology and to make sure no charges or fees have resulted from our mistake
We would like a chance to make this right for our customer
Initial Consumer Rebuttal /* (2000, 7, 2015/06/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting the response because my request has been fulfilled; however, the balance is still showing on my credit report at this timeThe main purpose of shopping at Ashley and obtaining credit was to increase my credit scoreI sincerely hope that this inaccurate credit reporting is corrected soonI may have missed out on other credit building opportunities because of this experience
In the end, I can't say I would ever shop at Ashley againI hadn't realized that purchasing new furniture would be as awful an experience as buying a new carAfter reading some very similar complaints on this website, I am appalled that this business continues to operate in the way that it doesI was misquoted a price during my initial shopping visit, was given a ridiculous wait time for delivery, and treated very poorly once the sale was madeI was also lead to believe that if I spent an additional *** on a mattress cover that I could return the mattress that I purchasedWhen I learned that the adjustable bases weren't going to be delivered, I asked to return the mattressI was told that they would not take it back due to hygiene issuesIsn't the purpose of the mattress cover to protect the mattress from any unhygienic substances? This is a swindling techniqueI was certainly swindled out of my money
Apologies don't tend to mean so much when the persons doling them out aren't sincereI don't feel as though I have been well taken care of as their customer and I don't feel compensated for my time and aggravation
Initial Business Response /* (1000, 5, 2016/03/17) */
On 03/12/the customer agreed to and signed our sales agreement
Attached to this response is a copy of the sales agreement signed by the customerThis agreement outlines clearly what will take place in a cancellation or modification of
the saleThis is outlined clearly in the ALL SALES ARE FINAL portion of the agreement
If the customer does wish to cancel or modify this sale we would abide by this agreement
-*** ***
XXX-XXX-XXXX
Ashley Furniture
Initial Business Response /* (1000, 9, 2016/05/27) */
At the point of sale the customer is asked to agree to the terms and conditions of the saleOn mattresses and foundations the customer signed that the sale was final and that no return or exchange could be done
We do let the customer to
know that some manufacturers offer a comfort guaranteeThis is permitted under the terms and conditions of the manufacturerIn this case, the customer bought a different brand of mattress from the foundationThe mattress company has a sleep guarantee that we will execute on behalf of the customer, but they want to exchange the bed for a different sizeWe cannot do this because there is no sleep guarantee on the electric adjustable base foundation
We can offer the customer an exchange for the mattress under the comfort guaranteeThere is nothing wrong with the foundation and the customer wants to return it for a different foundation of a different sizeWe cannot do that as the manufacturer who makes the foundation excludes foundations from being returned like this
Our customer service team will search out a resolution with the representative the customer spoke with at the manufacturerWe will contact the customer directly for an update on our progress
Initial Consumer Rebuttal /* (3000, 11, 2016/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At every step of the process the foundation was only referred to as wired or wirelessWe were not offered an option as far as manufacturer and indeed did not expect there was one! When the entire guarantee process is referred to as "the bed" it is expected that it includes all of the parts inclusive of a bed
We DID explain our concerns regarding a king after years of a Queen, but were told during the "laying on all the beds" process once again about the sleep guaranteeWe have bought over the years several thousand dollars of furniture from Ashley and are not happy about thisWe were misled, and also told the only thing that would prevent return or exchange was stains on the mattressNOTHING was ever said about the frame!
Final Business Response /* (4000, 18, 2016/06/09) */
Notes in the system indicate that the customer has reselected a mattress in the size of a kingThe store manager has included notes indicating the customer is also going to get a sync cable so the customer can use the foundations as one unit
The terms of the sale are very clear and signed by the customer at the point of saleWe never intend for there to be any ambiguity in the process of any furniture saleWe have the terms and conditions spelled out completely and it is our intent to inform the customer before the order is finalized
The reorder of the mattress was confirmed yesterdayThe customer's new mattress is on orderThere is not a comfort guarantee on the foundations but we have order the parts to make them work with the mattress they have reselected
Initial Business Response /* (1000, 5, 2015/11/18) */
The pickup process is a free service where a customer or their agent can pickup without paying a feeAt the point of pickup the customer has the option to open the box and inspectThe terms are agreed by signature that if you do not wish to
inspect then you can contact our customer service center within hours to return the item or upgrade to in home service should anything need corrected
The guest contacted the customer service team and upgraded to delivery/in home service on November 17, We are scheduled to pickup the chair and reorder tomorrow
Initial Consumer Rebuttal /* (3000, 12, 2015/12/01) */
I went to Revdex.com talk to Lady & singed report, that afternoon 11/called Ashley talk to *** *** about chair & how upset I was I kept on till he agreed to let the chair be brought back & reorders & droping 20% offHe said nothing about a free pickup, in fact I called *** *** few hours later & said I guess I'll have to pay $but I do need chair picked up, but ask if that also would includ bringing reordered chairs to my home, said yes but I needed to pay so gave clerk my ccard #I had told *** *** earlier I wanted same chair & colorMr *** call next 11/day to tell me they would pick up chair Thrus or Fri - Asgket oucjed yo cgaur Fru 11/19, guy that picked it up ask what was wrong with it? I told him when I first sat down in it that it wrinkled also Lcornes of top of chair looked bad, as not padded enough & few winkles on Lside of front of seat of chairTook chair 11/Tue 11/24th Ashley call wanted to know if I wanted a different chair? I said no same chair & color if no wrinkes
I got your letter (Revdex.com) 11/25/
I though they reordered chair 11/day they took chair backnot 24th
I am tierd of the inconvenance of figuring out when
Final Business Response /* (4000, 19, 2015/12/14) */
Thank you for forwarding the customer's response to usYou have been in contact by phone with an employee who is out on medical leave and when we tried to contact your office for the past evenings you have been closed
We have placed the order and will contact the customer when it arrivesAll of our agreements are in writing and we do the very best to explain it in full detailThe customer service team will continue to follow up with the customer to ensure she is up to date on the order
Initial Business Response /* (1000, 9, 2016/12/21) */
We have reached out to the customer in reference to her claimWe left a message inviting her to contact us back at 1-*** to provide her with the options we have availableShe will need to speak with *** ***, our Operations
Manager who has all of the details
Initial Consumer Rebuttal /* (2000, 11, 2016/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /[redacted]) */
We have refunded the customer's order. The sales person explained that he did not know the original refund request was not processed and could not be found. When the customer called again, he started the process right away and the refund to...
the credit card was finalized on [redacted]7.
The customer's calls could have and should have been handled with more care by the customer service representative. We have counseled the rep on how to handle specific situations like this better in the future.
Since we cannot pay interest charges we would like to offer the customer a [redacted] gift card for free furniture in the store. Please let us know if we can mail this or have it ready at the store for pickup.
We know that people make mistakes and we are sorry for the mistakes that our people made. We do try to make every customer interaction count and we have failed to do that in this case. The sales rep and the customer service rep have been brought aside and counseled. They both will do better in the future.
Complaint: [redacted]
I am rejecting this response because: #1 the pillows were a issue and if they didn't wright something down 8s crazy because we discussed it many times! #2 no one asked for pictures or came out to look at my furniture. Nor did they explane any of the pilling to me that it would stop. Very poor customer service!
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/03/25) */
The customer indicatex that from the time of his delivery the cushions were not as firm as the floor sample.
We replaced the cushions once and the customer used the new cushions for three months and then complained that the cushions were...
too soft. We dispatched a technician to inspect the sofa and loveseat. Our technician confirmed that the sofa and loveseat are not defective. The technician checked the frame, support system and cushions. His finding is that there is no defect.
All cushions are produced with a minimum density requirement level. The cushions used on our floor sample are the same density as the floor model. The floor sample is typically more firm than a unit in a customer's home only because the unit owned by a customer gets sat upon daily and for longer periods of time, The difference is not because of any change in manufacturing.
We could find no defect in the cushions or the support system.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This set of loveseat and couch we are finding is quality furniture and should not be sold it is nothing like the sample on the floor. We are disabled and have to have higher furniture to get off of and the sample was the right height. The technician did not check for he frame he just told us to rotate the 5 cushion and we have and it does not make any different and never did it is just poor quality we are finding out. They need to give us our money back so we can come in and get appropriate height furniture that will not shrink down with in a few months, support system is not even in the equation as there is none and it is only 2 person home not like a family sitting on it. We are not
happy at all and very disappointed
Final Business Response /* (4000, 16, 2015/04/13) */
We had sent out two different technicians on different occasions. Each technician checked the cushions, support springs and frame of the items. Both independently determined there to be normal wear occurring with no defects present.
On 10/11/14, during the first technician's appointment he showed the customer how to properly rotate the cushions to ensure even wear. After that appointment, we provided new cushions as a customer service so that the customer could rotate the cushions as recommended.
When the customer contacted us three months later we sent out our second technician on 1/21/15. He found that the amount and type of wear that had occurred was normal and not due to a defect.
When the customer contacted us again to voice concerns that the floor model is firmer, on 4/1/15 we offered to exchange the cushions from the floor model with the ones that they have. The customer said they would let us know within two weeks if that was something they wanted to do. We have not received a response regarding this offer.
[redacted]
Director of Customer Experience
Covington Holdings Inc.
DBA Ashley Furniture Homestores
Final Consumer Response /* (4200, 18, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are going to try the cushions on the floor. We did call them last week a few times, but only got a hold of them yesterday the 13th of April to whom somebody knew what we were talking about.They have to order new ones for the show room and then we have to GO get them 1 hour from us. We will try that and if they breakdown again I want my money back for both and we will purchase new rom them
Initial Business Response /* (1000, 9, 2016/01/19) */
On 9/13/15 Mr. Webb brought in cushions from his loveseat to our Joplin home store. Our store manager created a ticket for the guest response team to contact the customer. Then on 9/15/16 a guest response team member contacted Mr. Webb and...
viewed photos of his cushions. As a service to the customer all cushions for his sofa, loveseat, and chair were placed on order and shipped to the customers home. Next on 9/29/16 we confirmed with the customer that all replacement cushions and cushion covers had been received, and at this time Mr. Webb reported he has fraying concerns on other areas as well. We informed the customer we could accept photos and send these concerns to the manufacturer for quality review.
On 9/30/15 after receiving all needed photos from the customer we sent them in to Ashley Manufacturing for quality review. From 9/30/15 to 12/08/15 we called Mr. Webb once per week to let him know we had not heard back from the manufacturer regarding the claim. On 12/08/15 we did inform Mr. Webb that the claim we had sent to the manufacturer had been denied and the concerns illustrated were not defects.
On 12/10/15 Mr. Webb spoke to one of our representatives he was again notified that the claim was denied. Mr. asked to speak to someone else, at this time there was nobody in management available and Mr. asked for a call back. We attempted to call customer back on 12/11/15, and again on 12/15/15. After two failed phone contacts we sent a letter to the address we have on file for Mr. Webb. Then on 12/18/16 Mr. Webb called us back, and spoke to our delivery coordinator. Mr. confirmed with her that the phone number on file was correct. Asked for a call on 12/21/16 in the morning. A lead Guest response team member did call on 12/21/16 but was not able to do so in the A.M. We called again on 12/31/16 with no success.
At this time customers concerns for cushion and cores were addressed with a reorder of cushions and cores as a service to the customer although no defect was found. The request for replacement of material that is sewn into place was sent to the manufacturer for approval and was denied because no defect was found.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fortunately the number provided is a cell phone and therefore on my person at all times. That being said, I can confidently rebut that there have been no attempts made by Ashley's management to contact me on the days specified in the month of December. I do whole heartedly agree that while my claim was open I did receive weekly updates without issue and to my satisfaction. Unfortunately the claims of repeated attempts to contact me following the denial of my warranty claim by the manufacturer are blatantly untrue. No calls or messages were received at the times specified and obviously not due to bad contact information. As for a letter, junk mail is regular occurrence so admittedly a letter may have been missed. My only request was a follow up to determine why the manufacturer denied my claim on a clearly defective item. Within short time the new cores became deformed and again the fabric frayed which was mentioned and brushed aside. Lesson learned, I am happy to note that I've located and purchased a new set with a competitor.
Final Business Response /* (4000, 15, 2016/02/04) */
The customer can contact us by phone at 417-799-6500 or email [email protected].
Supervisors are available Monday to Friday from 9 a.m. to 5 p.m.
If the customer would like us to contact him directly, please ask him to email the address above with the preferred contact number.
We can explain the steps taken to file a warranty claim and provide answers to the questions the customer has.
Email - [email protected]
Phone - 417-799-6500