Boston, Inc.

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.*** ***

If this unit fails beyond our repair we will refund for the unit

[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:After delivery of damaged dining room tables, Ashley Furniture finally delivered me a table on March 3, that was not damaged?
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.? ? Thank you for all your help in this matter
Regards,
*** ***

Bradley *** Operations Manager *** Revdex.comHello Bradley,Thank you for providing us with an opportunity to respond to our customer's concerns.The store manager of the location from which our customer made this purchase has been in contact with our
customer? He has offered three options to resolve the issues with this refrigerator; to repair the defect, to replace the refrigerator with an identical unit or to upgrade the refrigerator to a different brand at no additional charge? We believe these are reasonable options and we look forward to moving forward on whichever option our customer prefers.? Dori ***Director of Customer Experience Boston Incd/b/a Furniture & ApplianceMart | AshleyHomeStore | MattressMartBusiness Park DriveStevens Point, WI? 54482***

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

Hello Benita,? We received this complaint on 5/16/16.? We left a message for our customer on 5/17/and again on 5/20/and asked her to call us.? We did not receive a response.? Since we did not receive a response, our store manager mailed a note card with an apology for her
experience.? We regret that we were unable to connect with her to discuss her concerns.? In the absence of a response from our customer, we have closed this matter.? *** *** *** ** *** *** *** *** ***
*** *** * *** *** *** *** *** *** *** *** *** **? ? ? ? ***Ph:? ###-###-####Fax:? ###-###-####?

[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,
*** ***

I have reviewed the customers historyShe purchased on 12.4.2014, there were two service issues years after her purchase, one on 7-12-which we replaced the button due to it being crushed somehow, we charged the customer $for the button, labor was freeOn 9.20.2017, the customers button fell off again, we reattached at no chargeThe customer currently has a service tag open for another button issue and we are scheduled to repair at no chargeI cannot take back a piece of furniture for one buttonWe have accommodated the customer to the fullest extentGuardsman warranties are accidentalThe customer would be denied for a button falling off, unless a child or animal pulled it off.The customer was provided with what is and isn't covered in a brochure at the time of saleThe manufacturers warranty is expired so by rights, we could have been charging for this minor issue, but have declined to do so.Thank you,*** ***
Director of Customer Care and service

we have approved an exchange for the customer on 2/5/18, when the paperwork is processed we will be reaching out with a scheduled date.? Also, she did complain about the phone system, we are experiencing major issues and installing a new systemIf she does need to contact us, please have her
email? ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding this customer's situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.I am needing some additional
information from the customer as I am unable to locate the customer in our systemWhich store location did she purchase from and also the customer name, address and phone number the order was placed under?Regards,Ashley Furniture Homestore - Corporate OfficeLH

We have just gotten communication that the manufacturer will credit 75% to reselecting another productWe will be in touch soon.Michael ***

After reviewing the customers concerns, we will continue to service the product, but I will not exchange the piece.? Thank you,? *** ***, Director of Customer Care and Service

I am working with Amanda to have the damaged parts of the furniture repaired.? I will be dropping off the drawer front to the nearest store (miles away) so they can do a color match for the replacement pieces.? I asked what will happen if they can't repair and I was told that they were confident that they can repair.? I still feel like I should receive some sort of discount for all the trouble that I've had to deal with and the fact that I need to drop off a piece of furniture for color matching
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,
*** ***

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*** *** *** *** *** ** ***

[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,
*** ***

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

I have reviewed the customers purchaseActually the date of purchase is the day we deliver? which was 11-26-2016, also the customer? paid $for the model # 880-31-power/957-The customer has had three repairs thru us and satisfied with eachHe is having a fourth issueHe has a
Southern Motion product and we are servicing even though his extended warranty will not and will continue to doHowever, we cannot make a full leather couch as he is requestingHe did not purchase full leather, ( I have? attached his order and confirmation for a leather , vinyl? blend) ? I have also attached the warranty information for Southern Motion and suggest? the customer contact them for request of replacement due to manufacturingWe are doing what the extended warranty requires even though we are not required to do so since Guardsman? denied the claims.? Thank You 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!" Central Wisconsin - Marshfield | Rhinelander | Stevens Point | Wausau | Wisconsin Rapids Fox Valley - Appleton | Green Bay | Oshkosh Madison Area - Madison East | Madison West Milwaukee Area - Greenfield | Pewaukee | Richfield All locations owned & operated by Boston Inc

*** ***Trace Practice ConsultantRevdex.com? Dear ***Thank you for providing us with this opportunity to respond to our customer's concerns.I spoke to our customer on 3/22/about these two issues? I explained that we offer free delivery of any new mattress, but that
subsequent pickups and/or deliveries of mattresses were subject to our delivery fee of $? This includes mattress exchanges under our Sleep Trial program? We are not willing to waive this fee? If our customer wishes to bring the original mattress back to the store and pick up the mattress that she selects as the replacement, there will be no additional fees involved.In the matter of our request for a 20% deposit when using an *** Credit Card, the store incorrectly conveyed that this was an *** Credit Card policy, when it is, in fact, a store policy, which the store can waive when the circumstances merit a waiver? I have followed up with the salesperson and store manager to correct this misinformation? Our customer did not pay a 20% deposit on this particular order, as the store had offered her this waiver and she accepted.Our customer asked me for a copy of the 120-Day Sleep Trial? I am obtaining one from the store and will mail it to her.I reminded our customer that she will continue to qualify for a one-time mattress exchange under the terms of our 120-Day Sleep Trial program until 6/25/16, after which this offer will expire.?

I have to say I am confusedWe contacted the customer on 3/10/17, explained that we would have the furniture for the living room the next week, 3/and since the bed set was not going to be in, we were bringing out loaner bed railsThe manager she spoke with said the customer was satisfiedThe bed rails are scheduled for delivery on 3/and we will pick up the loaner at that time.I will reach back out to the customer and see what her further concerns are at this timeWe did everything we could to accommodate the situation with loaner items,Michael *** , *** ** *** ***, Boston INC

I reviewed this and the document the customer sent in was that she signed and authorized for a month financingWe cannot do anything about thisIf she would attempt to have it refunded, she would have to go thru the finance company that she is payingOnce the customer makes the agreement, the
finance company pays us and take responsibility