Boston, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As I have stated in my complaint, I was NEVER given information or was I told how the sleep trail works. Had I known they would charge a delivery/pick up fee of $when/if the mattress I choose did not work out then I would NOT have bought from ***/Furniture Mart. You cannot expect to charge a customer for delivery when it was free and I was never informed of the day sleep trial details, so how can you charge me for something I knew nothing about?????sleep trial NEEDS TO BE GIVEN TO CUSTOMERS IN WRITING and it was NOT given to me.!!!!! All I want is a new mattress delivered and other one picked up at no extra change to me!!!, customer satisfaction should be #
Regards,
*** ***

Dear ***,Thank you for providing this opportunity to address our customer's concerns.We have completed a return authorization for a full refund When our customer returns the chair to the store, we will process a refund for $to the credit card used for the original purchase.We will
contact our customer to inform them that we have resolved this in the manner that they requested.Sincerely,

We have been working with customer through the issues she is havingThe customer has had a total of seperate service tickets since her purchase in February of 2017.*** - on May 27, - parts changed*** - June 28, - parts changed, manufacturer contacted by us.*** - August
3, - parts changed, gear case bolts, Whirlpool feels there is noise with operation*** - August 22, - Service manager sent all records to manufacturer for possible exchange of new unit. We do no refunds after days for appliancesWe cover all costs for first year, the customer also purchased a ASA warranty for yearsWe are abiding by all documents to do repairs and working for customer with manufacturerThe customer did get responses by our service department and messages leftAs well she left me a message yestrday while I was out of the officeI was returning call today when she filed this claimWe will kepp customer up to date on what the manufacturer states and will also follow up with you. Regards Michael ***
*** ** *** *** *** *** Boston Incdba Furniture & ApplianceMart | Ashley HomeStore | MattressMart *** *** *** ***
*** *** ** *** (p)###-###-#### (e)*** BostonFAM.com | AshleyHomestores.com "We improve the quality of people’s lives by making amazing rooms together!" Appleton | Green Bay | Madison East | Madison West | Marshfield | Oshkosh | Rhinelander | Stevens Point | Wausau | Wisconsin Rapids All locations owned & operated by Boston Inc

I have contacted the customerI will be refunding the delivery fee back to his debit card as he wishes and leaving the credit on his finance charge for the issues he
had, Michael *** ** *** *** *** *** Boston Incdba Furniture & ApplianceMart | Ashley HomeStore | MattressMart*** *** *** ***
*** *** ** ***(p) ###-###-####(e) ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]still have not heard anything
Regards,
*** ***

I have reviewed all the data from Ashley Corporate in regards to the disputeWe have taken over the Milwaukee market and this occurred prior to thatI have attached their complete records of trying to assist the customerIn the customers complaint, he didn't want an exchange but
that is what was agreed upon at time of original disputeThe customer claims that he spoke with Serena, whom is no longer with our company from the change in ownershipWe would be glad to start fresh and schedule a service call to see if repairs can be madeI have sent the customer an email with all this information and our service center contact information Michael ***
*** ** *** *** *** *** Boston Incdba Furniture & ApplianceMart | Ashley HomeStore | MattressMart *** *** *** ***
*** *** ** ***
*** (e)*** BostonFAM.com | AshleyHomestores.com

*** ***
Trade Practice Consultant
***
Revdex.com
Hello
***,The replacement refrigerator will have a full manufacturer's warranty

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Andrew ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like to reject the response from the business as liability has been further pushed off for the incidents in question. It is not poor treatment of the furniture that has been causing the issueThe business states they have only fixed this issue two times however it has been "fixed" more than this. The exact same button keeps popping off which clearly shows manufacture error or poor construction quality The button is not pulled off purposefully but rather becomes displaced with use. This to me would say this is accidental not intentional. However, due to interpretation anything can be pushed to the wayside To say we have been accommodated to fullest extent would be a large understatement due to our multiple trips from out of town to drop off and pick up the same piece of furniture and then to also come to the store to find out no documentation has been written from our conversation to have piece replacedWe drove to F&AM to be sent home again with resolution to have it repaired only after I insisted the store contact the service center to follon the issue. Further resolution is required as I am almost certain based on our past encounters that this problem will continue on this particular piece of furniture. Regards,
*** ***

I have spoken with AdamWe had a good conversation on some of our CARE level mistakes and we came to a resolutionI am refunding $to his account due to the lack of response and assistance in his time away from work, Michael *** *** ** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I find this to be completely horrible business and unacceptable I tried to change it but it was the employee's job to fix his mistake !! b So with this response, you are basically saying your employees, Ed *** and the *** *** that day, will lie directly your face to make a sale!! I should have known the employee was not honest when he put that receipt in the Ashley's envelope and I should have waited there all afternoon until the employee and manager rectified it. HORRIBLE BUSINESS!! I will never buy anything else there and I will be cancelling my boyfriends current order for the bedroom set/ living room for his new house! I will never do business with your company again!!
Regards,
Katie ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have tried to work with this company for resolution. I have been very patient waiting for replacement pieces. I did not pay full price for repaired furniture. I would like a full refund and they can pick up their bedroom set.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Brad ***

Company states that the consumer has received their recliner

Trade Practice ConsultantRevdex.comDear Thank you for providing us with this opportunity to respond to our customer's concerns.Our customer brought the issue with peeling leather on her sectional to our attention on 1/31/ She had purchased this sectional on 2/13/14, so at the
time we received this complaint, her sectional was already months out of warranty.On 2/2/16, we contacted the manufacturer to inquire if there was a history of complaints about peeling leather on this sectional, and the vendor replied in the negative We also reviewed our internal service records for evidence that this particular model had above average history of complaints, and found nothing to support this.Since there is no evidence that this leather material is defective, we assume this is wear and tear The manufacturer's warranty has expired, but even had it NOT expired, wear and tear is not covered under the manufacturer's warranty nor is it covered under the Guardsman 5-Year Protection Plan, which is primarily protection for accidental damage.However, this is a valued customer, so we decided to offer a service repair at a discount On 2/25/16, we spoke to our customer and offered parts at cost, and labor and trip charge at half-price Our customer refused this option On 2/29/16, we left a message for our customer to re-offer this option Our customer returned our call and refused our offer.I am sorry to report that we have been unable to resolve this complaint to the customer's satisfaction, though I have continued to seek other options.On 3/17/16, I discovered another service option, to redye the sectional Should our customer be willing to consider this service option, we would be happy to renew our discussion.Sincerely,*** *** Director of Customer ExperienceBoston, Inc dba Furniture & ApplianceMart, Ashley HomeStores, Mattress MartBusiness Park DriveStevens Point, WI 54482

We will be giving the customer a month Genesis planHowever, this will not be done overnightIt will have a process that I am starting nowWe have agreed with Genesis to pay this term for the customer.

The item purchased is out of warrantyCustomer has been thru the extended warranty and they have serviced timesWe tried to reach out to vendor and they were not responsiveThe customer needs to go to the extended warranty company and find out why they would not service them any furtherThat is the warranty they purchasedThey are out of our warrantyWe did try and assist, but there is nothing more we can do from our company stand pointOur notes below clearly state we tried to have an exchange and it was denied and refereed to the extended warrantyWe had sent a tech to their home at NO CHARGE to assist the customer. Notes from our service - "She has had the same footrest serviced three times, they have replaced the mechanism. Guardsman will no longer service this piece as it has been serviced too many times. She also has a broken leg and a frame issue. I sent a Tech out no charge to get a diagnosis on all issues and what it would take to repair than advised it be sent to be reviewed for exchange based on the Tech notes. The exchange was denied so I was putting everything together to send to the manufacturer to see if they would do anything for her."
*** *** Director of Customer Care and Service Boston Incdba Furniture & ApplianceMart | Ashley HomeStore | MattressMart Business Park DrStevens Point, WI (p)715-342-(e)[email protected] BostonFAM.com | AshleyHomestores.com

Thank you, I will work with the store location and will respond soon, Michael *** ** *** *** *** ***

We cannot find the customer in any of our history, please ask for a copy of the customers receipt and orderThanks you

Ashley Furniture has the receipt and has verified it with meThey are also in the process of remedying the situation directly with meIf they remedy the situation as they has suggested (they will be doing the repair work directly and not through Guardsmen)the complaint can be closed as
satisfiedAt this time, the logistics and date for the repairs to be completed are being worked on and determined with Ashley Furniture and myself