Boston, Inc.

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

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 been talking to her all last week 1. Original delivery hdbd, ftbd, dresser drawer, n/s damaged2. Exchange delivery hdbd and ftbd stain was darker almost black compared to the gray/blue of the rest of the pieces
3. 2nd exchange I send pics of hdbd and ftbd to her prior to delivery to make sure correct, they were the original pieces but I didn’t see any damage on when I looked over when taking pics. Customer said same spots are damagedLast week I gave her options to take care of the damage: Pick up pcs send to Witmer for repair or have parts sent to us and repair in home. Customer leery about in home repair as brand new home and just frustrated with the whole ordeal. All my notes are in audit on invoiced exchange: I left her a message 5/with info on moving forward and time line and have not heard back from her.

I have reviewed the file and the customers purchaseHer remaining chairs will arrive on 6/6/and we have her scheduled at this time for 6/I cannot garuntee 100%, we are reliant on the manufacturer and dates provided to us.Thank You, *** ***

[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,
*** ***

*** *** Trade Practice Consultant Revdex.com Hello S*** Thank you for providing us with an opportunity to respond to our customer's concernsOf course, we are disappointed that the pillow did not meet our customer's comfort needs after sleeping on it, but bedding items are non-returnableand non-refundableThis disclosure appears on the bottom of the customer's original sales order receiptDori H***, Director of Customer Experience Boston, Incdba Furniture & ApplianceMart, Ashley Furniture HomeStores 2*** *** *** ***
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We will be contacting customer and exchanging the pieces. Michael ***

[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,
Steve ***

Bradley ColmerauerOperations ManagerRevdex.com Thank you, Bradley, for resending this to us I left a voicemail and sent an email to our customer today, providing her with an apology and our toll-free phone number to our Customer Care department, to set up a service technician
to visit her home I've set up a service ticket and we await her call. Dori ***Director of Customer Experience Boston Incd/b/a Furniture ApplianceMart | AshleyHomeStore | MattressMartBusiness Park DriveStevens Point, WI

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 informationMichael ***
*** ** *** *** *** *** Boston Incdba Furniture & ApplianceMart | Ashley HomeStore | MattressMart *** *** *** ***
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[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,
Robert ***

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11721326, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
What they need to understand is NOBODY told us they were not returnableHad we been told that, we would have contemplated not buying them because we weren't totally convinced they were what we wantedWhat they showed us in the store is NOT what we purchasedThat's fraudulent advertisingCan you pass this info onto them? I don't accept their response
Regards,
Jennifer M***

Bradley ***Operations ***Revdex.com Hello Bradley,Thank you for providing this opportunity to respond to our customer's concerns.We contacted our customer to discuss their concerns The furniture purchase was made years ago, so
it is no longer covered under the manufacturer's warranty The Guardsman extended warranty they purchased is primarily for accidental damage, so it would not cover degradation of the fabric resulting in peeling We offered to set up a complimentary service appointment to diagnose the extent of the peeling, and to determine solutions Our customer accepted this offer This appointment is scheduled for 12/12/16.Dori ***Director of Customer Experience Boston Incd/b/a Furniture ApplianceMart | AshleyHomeStore | MattressMart*** *** *** *** *** ** ***

I received your voice mail ***, thanks. We wont be able to know if the customer is satisfied until she gets her next delivery on 3/3/That's when we are scheduled to take the new pieceI am sorry for the delay. *** ***

We have been in constant contact with the customer since 5/The store manager, assistant store manager and the CARE center have left numerous messagesThe last communication was from the store manager that the customer was going to get with her husband on the offer presentedAt this point I
have left messages on two different day with my direct linePlease let customer know she can contact me at ###-###-####, Michael *** * *** ** *** ***.Tell us why here

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 was stated in initial complaint we are not happy with the options the store has available and are not going to purchase something that does not fit our comfort or our home decor.
Regards,
*** ***

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

I have recieved the complaint and will be in contact with customerI agree, and will refund the $Michael ***
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(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 This e-mail message and any documents accompanying this e-mail transmission contain proprietary information of Boston Incor one or more of its subsidiaries, the contents of which may be legally privileged or otherwise confidentialIf you are not the intended recipient, please be advised that any disclosure, copying, distribution, or the taking or refraining from taking of any action in reliance on the contents of this transmission is strictly prohibited and may result in legal action against youPlease reply to the sender advising of the error in transmission and delete the message and any accompanying documents from your system immediatelyNothing in this e-mail message is intended to constitute a legal e-signature, nor does the content hereof create a binding offer or contract

I have reviewed the file and the customers purchaseHer remaining chairs will arrive on 6/6/and we have her scheduled at this time for 6/I cannot garuntee 100%, we are reliant on the manufacturer and dates provided to us.Thank You, *** ***