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
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, [redacted] , 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 *** [redacted]
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, [redacted] Director of Customer Care and service
[redacted] Trace Practice ConsultantRevdex.comDear ***,Thank you for providing us with this opportunity to address our customer's concerns.I spoke to our customer today I explained that we purchase much of our appliance inventory in bulk from the factory, and warehouse them until sold, so it is not unheard of for a model to be in inventory, brand new in a box, that might have been manufactured 1-years earlier Our Samsung appliances carry a one-year warranty, so in the case where a customer's date of purchase is beyond a year from date of manufacturer, we provide the manufacturer with our purchase-order date to establish a true warranty period.The service repair date of 5/14/was more than a year from the date of purchase, 9/28/11, so the range would have been outside the one-year warranty period, regardless of it's age at the time of purchase I cannot explain why Samsung indicated to our customer that there was a five year warranty on this appliance Though our customer has chosen another retailer for her appliance needs, she has asked for an apology letter for our failure to respond to her request for assistance last May, and I will ensure that she gets this.I believe this closes this complaint
[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 [redacted] , and find that this resolution is satisfactory to me. Thank you for all your help in this matter Regards, [redacted]
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 [redacted] Boston Incdba Furniture & ApplianceMart | Ashley HomeStore | MattressMart [redacted] (p)###-###-#### (e) [redacted] 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
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] We want a guarantee that we will be refunded the first time there is an issue"Beyond your repair" means that we have to schedule time for more visitsWe are NOT going to do that againHow can you sleep at night? This is so unethicalYou certainly do NOT care about your customers Regards, Debra [redacted]
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 [redacted] Boston Incdba Furniture & ApplianceMart | Ashley HomeStore | MattressMart [redacted] (p)###-###-#### (e) [redacted] 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
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 [redacted] Director of Customer Experience Boston Incd/b/a Furniture ApplianceMart | AshleyHomeStore | MattressMartBusiness Park DriveStevens Point, WI
[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, [redacted] ***
Bradley [redacted] Operations [redacted] 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 [redacted] Director of Customer Experience Boston Incd/b/a Furniture ApplianceMart | AshleyHomeStore | MattressMart [redacted] ***
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 [redacted] , [redacted] ***, Boston INC
[redacted] Trade Practice Consultant Revdex.com Hello S [redacted] 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 [redacted] , Director of Customer Experience Boston, Incdba Furniture & ApplianceMart, Ashley Furniture HomeStores [redacted]
I have spoken with ***We are reissuing the checkWe originally sent this on 13/12/and it was not received or cashedFurther I am giving her a gift certificate for her troublesI hope this fulfills the needs. 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 [redacted] , and find that this resolution is satisfactory to me. I have received replacement recliner Regards, Timeka [redacted]
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 [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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
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
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, [redacted] , 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 *** [redacted]
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, [redacted] Director of Customer Care and service
[redacted] Trace Practice ConsultantRevdex.comDear ***,Thank you for providing us with this opportunity to address our customer's concerns.I spoke to our customer today I explained that we purchase much of our appliance inventory in bulk from the factory, and warehouse them until sold, so it is not unheard of for a model to be in inventory, brand new in a box, that might have been manufactured 1-years earlier Our Samsung appliances carry a one-year warranty, so in the case where a customer's date of purchase is beyond a year from date of manufacturer, we provide the manufacturer with our purchase-order date to establish a true warranty period.The service repair date of 5/14/was more than a year from the date of purchase, 9/28/11, so the range would have been outside the one-year warranty period, regardless of it's age at the time of purchase I cannot explain why Samsung indicated to our customer that there was a five year warranty on this appliance Though our customer has chosen another retailer for her appliance needs, she has asked for an apology letter for our failure to respond to her request for assistance last May, and I will ensure that she gets this.I believe this closes this complaint
I have recieved and will address, 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: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 [redacted] , and find that this resolution is satisfactory to me. Thank you for all your help in this matter Regards, [redacted]
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 [redacted] Boston Incdba Furniture & ApplianceMart | Ashley HomeStore | MattressMart [redacted] (p)###-###-#### (e) [redacted] 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
If this unit fails beyond our repair we will refund for the unit
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] We want a guarantee that we will be refunded the first time there is an issue"Beyond your repair" means that we have to schedule time for more visitsWe are NOT going to do that againHow can you sleep at night? This is so unethicalYou certainly do NOT care about your customers Regards, Debra [redacted]
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 [redacted] Boston Incdba Furniture & ApplianceMart | Ashley HomeStore | MattressMart [redacted] (p)###-###-#### (e) [redacted] 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
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 [redacted] Director of Customer Experience Boston Incd/b/a Furniture ApplianceMart | AshleyHomeStore | MattressMartBusiness Park DriveStevens Point, WI
[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, [redacted] ***
Bradley [redacted] Operations [redacted] 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 [redacted] Director of Customer Experience Boston Incd/b/a Furniture ApplianceMart | AshleyHomeStore | MattressMart [redacted] ***
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 [redacted] , [redacted] ***, Boston INC
[redacted] Trade Practice Consultant Revdex.com Hello S [redacted] 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 [redacted] , Director of Customer Experience Boston, Incdba Furniture & ApplianceMart, Ashley Furniture HomeStores [redacted]
I have spoken with ***We are reissuing the checkWe originally sent this on 13/12/and it was not received or cashedFurther I am giving her a gift certificate for her troublesI hope this fulfills the needs. 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 [redacted] , and find that this resolution is satisfactory to me. I have received replacement recliner Regards, Timeka [redacted]
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 [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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]