Boston, Inc.

I contacted our customer on 11/10/15. I researched the issues and on 11/13/responded to our customer. We worked out a solution that was acceptable to our customer. I spoke to our customer on11/20/15to confirm resolution. I believe this is completed.Thanks for your help
with the login.*** ***, Director of Customer ExperienceBoston, Inc dba Furniture & ApplianceMart, Ashley Furniture HomeStoresBusiness Park DriveStevens Point, WI

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

Dear ***,Thank you for providing us with the opportunity to address our customer's concerns.Our customer contacted us on 12/27/to report these problems Fortunately, our customer had purchased an extended warranty on these appliances, so we offered to repair these issues under the terms
of the extended warranty, at no charge to the customer We ordered parts and completed service on 1/7/ Our technician reported that after installation of the required parts, everything tested OK We attempted to contact our customer on 1/12/to inquire about the effectiveness of the repair, but were unable to reach them.We believe the appliances are working appropriately and this issue is closed Please let us know if there is something further?Sincerely,*** ***, Director of Customer ExperienceBoston, Inc dba Furniture & ApplianceMart, Ashley HomeStores, Mattress MartBusiness Park DriveStevens Point, WI

I have reviewed the customer file, she was scheduled for service and did in fact deny entry when the fee was askedThere was a simple mistakeThe headboard is out of warranty, I am willing to do the repairs at no charge to see if we can do the repair or would have to replaceI will have
her contacted but there is no other option but to have us look at this piece.Thank you Michael Amick

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,

[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 ***

[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 I will schedule a service- but based on the lack of customer service I have experienced, if this is not able to be repaired- I will contact the Revdex.com further regarding faulty product.
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,
Enrique ***

I was scheduled for delivery today, 2/20/18 for the dining room table that has been damaged on the last two deliveriesMy delivery window was 10:30am-12:30pm.At 11:42am Jessie called me to say they were unable to make the delivery because their delivery men did not come into work today due to weather. We did have some weather overnight but by this morning roads were cleared and traffic was moving normal.Not sure why they wouldn't call first thing in the morning to cancel if they had no delivery men available?Jessie said they could delivery the new table Thursday 2/22/18. I told him that was fine but it had to be between the hours of 3-5pm since I work. He said he could not guarantee it. I took today (2/20/18) off from work just so I could be home for the delivery.I will not consider this case closed until I receive a table that is not damaged at delivery.*** ***

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

We are working the issue with the clientWe have a in store credit for them.We are trying to work within our policies., *** ***

Revdex.com:how do you figure that I am satisfied with your horrible Customer service after you caused so much confusion and a huge inconvenience I also submitted a survey which backs up I everything I claimed you don't follow through with what you say and also extremely rude and to top everything off you still sit here and lie!!
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.]
Regards,
Porsha ***

? ? ***,Thank you for providing us with this opportunity to respond to our customer's concerns.Our customer contacted our corporate office with this complaint on 2/3/? Our Corporate Director of Advertising responded to our customer? THis response is directly
below.-----------Dear (customer name),Thanks for taking the time to explain what happened.? It sounds like there is a misunderstanding between what our advertisement was communicating and what our Sales Professional was telling you on the floor.? This is our fault, not yours.? I don't blame you at all for being upset.What the advertisement said was, "Insight Sets starting at $799" which is accurate, the Insight twin size set retails for $and we would be able to sell new in the box at that price.? An Insight king set would be more expensive than $799, but that's why the advertisement reads "starting at $799" just as you pointed out in your e-mail below.Having said that, the Sales Professional was also wrong in saying that the King sets were not on sale.? In fact, we're offering our best deal that we've EVER offered on all iComfort mattresses including the king, where you receive no interest financing until as long as 2021, $in free furniture with purchase OR an upgrade to the adjustable base for just $99, free local delivery AND a free box spring.? It's an awesome deal, really, I wish it would have been communicated to you at our store.I'm so sorry for the confusion.? It doesn't sound like we're going to be able to earn your business on this purchase from your e-mail below, and I understand your position on that.? At this point, I'm just thankful that you took time out of your day to explain what had happened and why you were frustrated.I hope that my explanation helps to clear up the misunderstanding a little, but rest assured, we will get better at communicating the intention of advertisements to our retail Sales Professionals working at our stores.If, after reading this, there is anything at all that I can do for you personally moving forward, please let me know and I'll do all that I can.? I'm eager to try to help in any way, sincerely.Thanks a lot for your note, and again, I sincerely apologize that we let you down.-------------------Sincerely,

Dear ***,Thank you for providing us with the opportunity to address our customer's concerns.Our customer contacted us on 12/27/to report these problems? Fortunately, our customer had purchased an extended warranty on these appliances, so we offered to repair these issues under the terms
of the extended warranty, at no charge to the customer? We ordered parts and completed service on 1/7/? Our technician reported that after installation of the required parts, everything tested OK? We attempted to contact our customer on 1/12/to inquire about the effectiveness of the repair, but were unable to reach them.We believe the appliances are working appropriately and this issue is closed? Please let us know if there is something further?Sincerely,*** ***, Director of Customer ExperienceBoston, Inc? dba Furniture & ApplianceMart, Ashley HomeStores, Mattress MartBusiness Park DriveStevens Point, WI? ? ? ?

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 ***? *** ** *** *** *** ***?

*** ***Trade Practice ConsultantRevdex.comHello ***,Thank you for providing us with an opportunity to respond to our customer's concerns.We would like to fill our customer's order and deliver their new furniture as quickly as possible? Shortly after noon today, one of our
Customer Care managers returned a voicemail left by our customer's spouse to discuss options for delivering their furniture? She offered to schedule the pieces that are currently in stock for delivery on Friday, 11/6/15, and conduct an advanced inventory search for the loveseat? If our customer's loveseat is available in time, she will add this to the delivery? She expects to have more information about the loveseat tomorrow, and offered to call our customer with an update? He was appreciative

Dear ***,? Thank you for providing us with the opportunity to respond to our customer's concerns.We delivered a new box spring and frame to our customer's son on 11/30/? Delivery was accepted? We believe this complaint is resolved.?

I have reviewed all the complaintUnfortunately for the customer, we aquired the stores in Milwaukee on August We then had to research more for her and her exchangeAt this time she has been delivered her chair with the exchange and there are no charges to the customer.Thank you?
Michael ***
*** ** *** *** *** *** Boston Incdba Furniture & ApplianceMart | Ashley HomeStore | MattressMart *** *** *** ***
*** *** ** *** (p)###-###-#### (e)*** MailScanner has detected a possible fraud attempt from "www.furnitureappliancemart.com" claiming to be BostonFAM.com | MailScanner has detected a possible fraud attempt from "www.ashleyfurniturehomestore.com" claiming to be AshleyHomestores.com

I will contact the Revdex.com and inform them of the refusal from Ashley’s furniture to provide a copy of my detailed order form.?
Regards,
Kimberly ***

[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.? I have received replacement recliner
Regards,
Timeka ***