Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
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 customerNotes 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." [redacted] 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
[redacted] 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
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
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, [redacted] Director of Customer ExperienceBoston, Inc dba Furniture & ApplianceMart, Ashley HomeStores, Mattress MartBusiness Park DriveStevens Point, WI
I received your voice mail ***, thanksWe 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 [redacted] ***
[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 11838087, and find that this resolution is satisfactory to me.? Regards, James [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
Hello ***,This complaint was filed on 4/16/15, the day prior to the final service appointment, after multiple service appointments over several months, for various issues This service appointment on 4/17/successfully solved the final issue On 4/20/15, one of our Customer Care managers spoke with our customer and confirmed that the refrigerator was working She also offered a $gift certificate in compensation for our customer's time and trouble, which was accepted We regret the multitude of issues our customer encountered and the time it took to resolve them all We appreciate our customer's patience and we're grateful she will remain our customer.Sincerely, [redacted] [redacted] [redacted] [redacted] Ph: ###-###-#### Fax: ###-###-####
We left messages for Porsche, she did return our callsThere was a misunderstanding on deliveryHer original order was going to be thru the web site but she went thru the Appleton store insteadOur managers have assured her that the order will be in within 7-days, half is there now and we offered a split deliveryIf her bedding does not arrive, we will offer a loaner bed frameAny questions please feel free to contact us.?
[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 [redacted] , and find that this resolution is satisfactory to me Regards, Tammy ***
I have been talking to her all last week Original delivery hdbd, ftbd, dresser drawer, n/s damaged Exchange delivery hdbd and ftbd stain was darker almost black compared to the gray/blue of the rest of the pieces 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
Revdex.com:The statement that she said about me: ''She determined that while the tech did the right procedure to “seat” the seal, he should have placed something flat on the surface of the door frame before pounding, to distribute the force over a larger surface, to prevent a dent.'' is half true I have no idea about the procedure to seat a seal, but I did say that he could of use a flat surface to pound instead of just pounding it Nether here nor there, but just to make it clear I have never seen anyone do such a procedure in my life, and I have had many new refrigerators I agree to the new refrigerator but want to make sure I do have a new warranty on this one.If this is true then:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
? ? ***,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,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
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 customerNotes 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." [redacted] 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
[redacted] 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
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
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, [redacted] Director of Customer ExperienceBoston, Inc dba Furniture & ApplianceMart, Ashley HomeStores, Mattress MartBusiness Park DriveStevens Point, WI
I received your voice mail ***, thanksWe 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 [redacted] ***
[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 11838087, and find that this resolution is satisfactory to me.? Regards, James [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
Hello ***,This complaint was filed on 4/16/15, the day prior to the final service appointment, after multiple service appointments over several months, for various issues This service appointment on 4/17/successfully solved the final issue On 4/20/15, one of our Customer Care managers spoke with our customer and confirmed that the refrigerator was working She also offered a $gift certificate in compensation for our customer's time and trouble, which was accepted We regret the multitude of issues our customer encountered and the time it took to resolve them all We appreciate our customer's patience and we're grateful she will remain our customer.Sincerely, [redacted] [redacted] [redacted] [redacted] Ph: ###-###-#### Fax: ###-###-####
Customer had recieved all goods
We left messages for Porsche, she did return our callsThere was a misunderstanding on deliveryHer original order was going to be thru the web site but she went thru the Appleton store insteadOur managers have assured her that the order will be in within 7-days, half is there now and we offered a split deliveryIf her bedding does not arrive, we will offer a loaner bed frameAny questions please feel free to contact us.?
[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 [redacted] , and find that this resolution is satisfactory to me Regards, Tammy ***
I have been talking to her all last week Original delivery hdbd, ftbd, dresser drawer, n/s damaged Exchange delivery hdbd and ftbd stain was darker almost black compared to the gray/blue of the rest of the pieces 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
have contacted the customer and she is authorized a reselection of product
Revdex.com:The statement that she said about me: ''She determined that while the tech did the right procedure to “seat” the seal, he should have placed something flat on the surface of the door frame before pounding, to distribute the force over a larger surface, to prevent a dent.'' is half true I have no idea about the procedure to seat a seal, but I did say that he could of use a flat surface to pound instead of just pounding it Nether here nor there, but just to make it clear I have never seen anyone do such a procedure in my life, and I have had many new refrigerators I agree to the new refrigerator but want to make sure I do have a new warranty on this one.If this is true then:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
? ? ***,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,
We will review the package that was sent in for issues, [redacted] ***