Initial Business Response /* (1000, 5, 2015/10/13) */
The customer purchased in December 2014 and reported issues that we attempted to resolve from December 2014 to April 2015.
We show that the customer agreed to call us back in April 2015. We have not received a phone call and closed the...
service ticket after we made several attempts. When we last spoke to the customer she stated that she would call us back after we spoke with her on March 23, 2015. After that, we left 4 voicemails (4/15, 4/10, 4/6, and 3/31) asking for a return call.
It is now six months later. We have closed the account but still stand by any warranty service that the customer may require. The 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 $69.99. The warranty does expire in December 2015 so please contact us immediately for any warranty claims.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
10-22-15
Someone from Ashley called and left a voice mail around or on the 4-15-15 and I called back that day and left a voice mail for Jared who's office is in Ark. but he never called me back. And we never hear from anyone again.
The recliner we got is not the one we bought. it 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 /* (4000, 11, 2015/11/03) */
We tried to reach the guest serveral times and were not successful. Jerrett, the person she called, is not in Arkansas. Jerrett 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 address. May 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, 5, 2015/01/19) */
The customer purchased a sofa and a loveseat. They elected to pick it up at our distribution center. We stated the customer pickup terms at the point of sale. The customer signed and initialed that they agreed and accepted that in home...
service is not a part of the pick up process. They 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 again. They 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 furniture. They called in and immediately wanted us to deliver out a new set and pickup the damaged set. We agreed provided the customer pay the delivery fee. The customer declined.
We approved an in home service upgrade for $[redacted]. The customer declined.
We have done everything we promised to do. We want to help and have 3 different plans of action we have offered.
1. Bring the product back and get a full in store credit;
2. Bring the product back and we will service or order new;
3. 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 fee. We have offered to honor our agreement.
There is no breach of contract and the customer has done nothing wrong. They wanted to pickup product instead of having it delivered. They 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 3 other options that support our desire to provide excellent service.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in the complaint. We were sold damaged goods and the only possible remedy to the situation was to:
1. further inconvenience the consumer,
2. have the consumer incur additional cost
3. 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 business. The 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 situation. At 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 /* (4000, 9, 2015/01/26) */
The customer was not sold damaged goods. The customer was sold goods with the option of delivery or pickup at a distribution center. The 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 72 hours to report damages once the items were in the home. The 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 home. The customer waived the inspection and signed an additional agreement to contact us within 72 hours of getting it home to report any damage. The customer was again informed in writing that there were two options for service. The 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 sale. The customer has refused to honor the terms and the reselection and store credit offers have expired. We are able to service the items reported damaged after pickup in our distribution center. If the customer would like us to service the items in the home the fee is $[redacted].
Final Consumer Response /* (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 goods. The only thing I was informed at the time of purchase was the 20% restocking fee if the order is returned. I was not informed of yhe other terms upon pickup as we have discussed on the phone. Both instances, I was briefly mentioned a couple things, ie. Open and inspect at pick site or receive goods in original packaging. I purchased multiple items and have no issues with the rest of the order. I just want the goods that were received damaged to be remedied without any additional costs or inconveniences to me. And I do not want store credit. Just my money back for the damaged goods that was sold to me.
Initial Business Response /* (1000, 5, 2015/12/01) */
First, please accept our apology for any confusion that a printed advertisement may cause. One of the keys to our business is being thorough and we make every attempt to avoid any situation that may cause confusion. On a typical day we have...
the proper level of staffing to handle questions and concerns customers may have. The specials and shopping experience you received on Thanksgiving were not our typical way of receiving a customer in our stores. This was not a typical sale day, so please accept our apology.
On the sofa you described as being $129, the printed circular clearly stated "Thursday Only!" and "Limited Quantities Available". Below that type was additional information describing the items as a DoorBuster and declaring that it could take up to 8 weeks to receive.
We tag our items in groups and in components. One tag might be on a chair but it may have all of the options for that chair including different heights and different color finishes. If the sales person made an error in selecting the model number for the chair we are very sorry. Thanksgiving sales can sometimes be hectic and the sales team does everything they can to serve well. We should have apologized at the time, but since we failed to do that we ask for the customer's forgiveness now.
The $500 down at the counter sounds a little strange, so please contact our store manager to explain. The financing does require that you put tax and delivery charges down. Our store manager will waive the $500 down and can put the entire balance on the customer's financing for the terms they need.
Our store manager never had a chance to make this right. He has asked if it is possible to have the customer contact him at the store XXX-XXX-XXXX to go over any details that he was not made aware of during the customer's visit at the store. He will work with the customer and take time to get it right.
We do not practice or condone bait and switch. We will forward a copy of the printed circular to the Revdex.com and the customer and provide any additional information to prove that we do not practice bait and switch.
Initial Business Response /* (1000, 5, 2017/05/08) */
The consumer reported concerns of damage to an item in her home 27 days after picking the items up from our distribution center. The signed agreement at purchase states that the customer will notify Ashley HomeStore of any damages within a 72...
hour time frame after receiving the product. The customer was noticeably upset so we offered a complimentary technician service, in her home, to correct the issue, without paying any upgrade fee. The consumer had hired a 3rd party moving company to pick up her items from our distribution center and we are unable to provide a discount or refund in an amount that was paid to a company that was not Ashley HomeStore. We are also unable to apply any current or future promotions to a previous purchase.
Initial Business Response /* (1000, 9, 2016/02/03) */
The sales person sold the customer a sofa thinking that is what the customer wanted. He never offered a sleeper and did not ask if the customer wanted to upgrade to a sleeper sofa. The 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 sleeper. The 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 sofa. We also offered an upgrade to a sleeper model for half of the upgrade price.
The customer responded to these offers with threats and an ultimatum. I 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 upset. He asked if we could deliver the sofa and they would just forget about the sleeper. We agreed and will be delivering this coming Saturday.
Initial Business Response /* (1000, 8, 2017/02/07) */
The consumer was advised to file a claim for damage through the mattress pad company. What was the outcome?
[redacted] has their warranty information on the cards that were attached to the mattress when it was delivered. The pictures from the...
original delivery show they were with the mattress upon delivery.
The reason the mattress exchange was refused is because [redacted] does not permit mattresses with stains or tears to be returned under its warranty.
We need to know the claim number that the customer opened with the mattress pad warranty company. What was the outcome?
We have escalated this to the head of our customer service team. Once we receive notes on the mattress pad warranty claim, she will be able to proceed.
Initial Business Response /* (1000, 5, 2015/04/30) */
We are sorry for the delivery delay and the confusion at the point of sale. The 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 /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the offer of a [redacted] giftcard. We feel that this is satisfactory for the the mis quotation and delayed product arrival. Thank you.
Initial Business Response /* (1000, 9, 2015/02/18) */
We are working on a solution to satisfy the customer's request. If 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, 2015.
Thank you for contacting Ashley HomeStore and for making us aware of Ms. [redacted]'s situation. We 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. [redacted]. 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 furniture. Although, it is important to note that pilling is not a fabric defect or fault, and is not covered under warranty. What 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 normal 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 fabric. Is 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 use. This is completely normal 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 normal 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 /* (1000, 5, 2014/11/11) */
The customer opened a Layaway on April 19, 2014. At the point of putting down the required deposit the customer signed and agreed to the terms of layaway. He 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 agreement. He told the manager that he did not care that he had signed the agreement. We believe in honoring our agreements.
There is no restocking or cancellation fee. Every payment and deposit will be available in full store credit.
Initial Consumer Rebuttal /* (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 encountered. There is no merchandise exchanged, they just have my money for ransom, and refuse to return it. They are not out anything. It'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 anything. Your only choice is to buy something.
Final Business Response /* (4000, 9, 2014/11/13) */
We presented an offer to a customer to make payments on a future order. The 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 credit. This 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 to. We are not asking for payment of the items on the layaway. We are not asking for a cancellation fee. We are simply honoring the agreement that we entered along with the customer.
We will honor our agreement. The in store credit does not diminish or expire with time. The customer agreed that if payments were to cease that they would have an instore credit. This 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 /* (1000, 5, 2017/01/31) */
We need your help please. We have no record of this customer. Which 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 /* (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 /* (4000, 16, 2017/02/22) */
The customer has been given full in store credit to select new items. The 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 /* (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 /* (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 /* (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 $[redacted]. 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 /* (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 /* (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 /* (1000, 5, 2015/10/13) */
The customer purchased in December 2014 and reported issues that we attempted to resolve from December 2014 to April 2015.
We show that the customer agreed to call us back in April 2015. We have not received a phone call and closed the...
service ticket after we made several attempts. When we last spoke to the customer she stated that she would call us back after we spoke with her on March 23, 2015. After that, we left 4 voicemails (4/15, 4/10, 4/6, and 3/31) asking for a return call.
It is now six months later. We have closed the account but still stand by any warranty service that the customer may require. The 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 $69.99. The warranty does expire in December 2015 so please contact us immediately for any warranty claims.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
10-22-15
Someone from Ashley called and left a voice mail around or on the 4-15-15 and I called back that day and left a voice mail for Jared who's office is in Ark. but he never called me back. And we never hear from anyone again.
The recliner we got is not the one we bought. it 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 /* (4000, 11, 2015/11/03) */
We tried to reach the guest serveral times and were not successful. Jerrett, the person she called, is not in Arkansas. Jerrett 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 address. May 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, 5, 2015/01/19) */
The customer purchased a sofa and a loveseat. They elected to pick it up at our distribution center. We stated the customer pickup terms at the point of sale. The customer signed and initialed that they agreed and accepted that in home...
service is not a part of the pick up process. They 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 again. They 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 furniture. They called in and immediately wanted us to deliver out a new set and pickup the damaged set. We agreed provided the customer pay the delivery fee. The customer declined.
We approved an in home service upgrade for $[redacted]. The customer declined.
We have done everything we promised to do. We want to help and have 3 different plans of action we have offered.
1. Bring the product back and get a full in store credit;
2. Bring the product back and we will service or order new;
3. 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 fee. We have offered to honor our agreement.
There is no breach of contract and the customer has done nothing wrong. They wanted to pickup product instead of having it delivered. They 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 3 other options that support our desire to provide excellent service.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in the complaint. We were sold damaged goods and the only possible remedy to the situation was to:
1. further inconvenience the consumer,
2. have the consumer incur additional cost
3. 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 business. The 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 situation. At 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 /* (4000, 9, 2015/01/26) */
The customer was not sold damaged goods. The customer was sold goods with the option of delivery or pickup at a distribution center. The 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 72 hours to report damages once the items were in the home. The 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 home. The customer waived the inspection and signed an additional agreement to contact us within 72 hours of getting it home to report any damage. The customer was again informed in writing that there were two options for service. The 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 sale. The customer has refused to honor the terms and the reselection and store credit offers have expired. We are able to service the items reported damaged after pickup in our distribution center. If the customer would like us to service the items in the home the fee is $[redacted].
Final Consumer Response /* (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 goods. The only thing I was informed at the time of purchase was the 20% restocking fee if the order is returned. I was not informed of yhe other terms upon pickup as we have discussed on the phone. Both instances, I was briefly mentioned a couple things, ie. Open and inspect at pick site or receive goods in original packaging. I purchased multiple items and have no issues with the rest of the order. I just want the goods that were received damaged to be remedied without any additional costs or inconveniences to me. And I do not want store credit. Just my money back for the damaged goods that was sold to me.
Initial Business Response /* (1000, 5, 2015/12/01) */
First, please accept our apology for any confusion that a printed advertisement may cause. One of the keys to our business is being thorough and we make every attempt to avoid any situation that may cause confusion. On a typical day we have...
the proper level of staffing to handle questions and concerns customers may have. The specials and shopping experience you received on Thanksgiving were not our typical way of receiving a customer in our stores. This was not a typical sale day, so please accept our apology.
On the sofa you described as being $129, the printed circular clearly stated "Thursday Only!" and "Limited Quantities Available". Below that type was additional information describing the items as a DoorBuster and declaring that it could take up to 8 weeks to receive.
We tag our items in groups and in components. One tag might be on a chair but it may have all of the options for that chair including different heights and different color finishes. If the sales person made an error in selecting the model number for the chair we are very sorry. Thanksgiving sales can sometimes be hectic and the sales team does everything they can to serve well. We should have apologized at the time, but since we failed to do that we ask for the customer's forgiveness now.
The $500 down at the counter sounds a little strange, so please contact our store manager to explain. The financing does require that you put tax and delivery charges down. Our store manager will waive the $500 down and can put the entire balance on the customer's financing for the terms they need.
Our store manager never had a chance to make this right. He has asked if it is possible to have the customer contact him at the store XXX-XXX-XXXX to go over any details that he was not made aware of during the customer's visit at the store. He will work with the customer and take time to get it right.
We do not practice or condone bait and switch. We will forward a copy of the printed circular to the Revdex.com and the customer and provide any additional information to prove that we do not practice bait and switch.
Initial Business Response /* (1000, 5, 2017/05/08) */
The consumer reported concerns of damage to an item in her home 27 days after picking the items up from our distribution center. The signed agreement at purchase states that the customer will notify Ashley HomeStore of any damages within a 72...
hour time frame after receiving the product. The customer was noticeably upset so we offered a complimentary technician service, in her home, to correct the issue, without paying any upgrade fee. The consumer had hired a 3rd party moving company to pick up her items from our distribution center and we are unable to provide a discount or refund in an amount that was paid to a company that was not Ashley HomeStore. We are also unable to apply any current or future promotions to a previous purchase.
Initial Business Response /* (1000, 9, 2016/02/03) */
The sales person sold the customer a sofa thinking that is what the customer wanted. He never offered a sleeper and did not ask if the customer wanted to upgrade to a sleeper sofa. The 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 sleeper. The 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 sofa. We also offered an upgrade to a sleeper model for half of the upgrade price.
The customer responded to these offers with threats and an ultimatum. I 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 upset. He asked if we could deliver the sofa and they would just forget about the sleeper. We agreed and will be delivering this coming Saturday.
Initial Business Response /* (1000, 8, 2017/02/07) */
The consumer was advised to file a claim for damage through the mattress pad company. What was the outcome?
[redacted] has their warranty information on the cards that were attached to the mattress when it was delivered. The pictures from the...
original delivery show they were with the mattress upon delivery.
The reason the mattress exchange was refused is because [redacted] does not permit mattresses with stains or tears to be returned under its warranty.
We need to know the claim number that the customer opened with the mattress pad warranty company. What was the outcome?
We have escalated this to the head of our customer service team. Once we receive notes on the mattress pad warranty claim, she will be able to proceed.
Initial Business Response /* (1000, 5, 2015/04/30) */
We are sorry for the delivery delay and the confusion at the point of sale. The 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 /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the offer of a [redacted] giftcard. We feel that this is satisfactory for the the mis quotation and delayed product arrival. Thank you.
Initial Business Response /* (1000, 9, 2015/02/18) */
We are working on a solution to satisfy the customer's request. If 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, 2015.
Thank you for contacting Ashley HomeStore and for making us aware of Ms. [redacted]'s situation. We 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. [redacted]. 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 furniture. Although, it is important to note that pilling is not a fabric defect or fault, and is not covered under warranty. What 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 normal 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 fabric. Is 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 use. This is completely normal 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 normal 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 /* (1000, 5, 2014/11/11) */
The customer opened a Layaway on April 19, 2014. At the point of putting down the required deposit the customer signed and agreed to the terms of layaway. He 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 agreement. He told the manager that he did not care that he had signed the agreement. We believe in honoring our agreements.
There is no restocking or cancellation fee. Every payment and deposit will be available in full store credit.
Initial Consumer Rebuttal /* (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 encountered. There is no merchandise exchanged, they just have my money for ransom, and refuse to return it. They are not out anything. It'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 anything. Your only choice is to buy something.
Final Business Response /* (4000, 9, 2014/11/13) */
We presented an offer to a customer to make payments on a future order. The 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 credit. This 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 to. We are not asking for payment of the items on the layaway. We are not asking for a cancellation fee. We are simply honoring the agreement that we entered along with the customer.
We will honor our agreement. The in store credit does not diminish or expire with time. The customer agreed that if payments were to cease that they would have an instore credit. This 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 /* (1000, 5, 2017/01/31) */
We need your help please. We have no record of this customer. Which 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 /* (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 /* (4000, 16, 2017/02/22) */
The customer has been given full in store credit to select new items. The 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 /* (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 /* (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 /* (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 $[redacted]. 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 /* (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 /* (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.