Center Cross Builders & Remodelers

As for the customer below. This was my response.. Customer made a purchase from our store on 2/20/2014, at the time of the customers purchase we were running a very large even and all sales were final, there would be no cancellations refunds or exchanges and orders were quoted to take...

anywhere from 3 to 8 weeks to arrive. The customer was made aware of the policies verbally by her sales associate and customer service rep and also the policies were stated on her invoice which was signed and initialed by her.  At the time of the customers sale, all of the product on her order was current, nothing was discontinued, it was not until 3/5/2014 when one of her living room sets got discontinued. We the store, were not notified right away because Ashley manufacture will try to fill all of the orders they can. When this customers order could not be filled, we called the customer immediately and made her aware of the situation. We gave the customer a few options for her discontinued pieces, we offered to refund her for not only the discontinued living room set but also for the occasional tables she had picked out to go along with that set. That was one option, another option we gave, was for her to take out floor model or the last option was to pick out another living room set. The customer chose to get a refund for the discontinued living room set and occasional tables. Refunding her for that one set did not satisfy the customer, she then wanted to get a full refund on the other items purchased, the other items she purchased was a dining room set and another living room set, those items were not discontinued and had nothing to do with the discontinued pieces we were cancelling. Those items, since they were still current, were a final sale, no cancellations and no refunds. The customer refused to take her dining set and living room set when it came in, we had tried to schedule her for delivery on numerous occasions and she would never take them. The customer was refunded for her discontinued set on 3/30/2014

Customer was delivered over a year ago.At the time of delivery, there were some items that came in damage and unfortunately at the time of delivery, our delivery crew snagged her bed skirt, but we reordered the items that came in damaged and we did take the customers bed skirt, had it...

professionally repaired , laundered and pressed, not only did we correct all of the issues, we also sent out a gift card for the customers inconvenience.Again, this was all over a year ago, and this is our first time hearing from the customer, since we corrected all of the delivery issues.

The customer was misinformed at time of cancellation, unfortunately the manager she talked to, still new to the company, was not 100% on the refund policy and told the customer a refund check would be cut and mailed to her for her purchase, unfortunately that information is not correct and we do...

apologize. The cancellation and refund policy is on the back of the customers invoice( we even have the customer initial and sign the polices page). It does state that any purchase made by credit card, would need to be refunded to the same credit card used and any purchases made by check or cash, would result in a refund by check.The customer has been made aware we must have the credit card in store, to process the refund to the account, the customer just lives a decent distance from the store and has yet to make it in for her refund.We will refund the customers account 100%, we just need that card in store to process the refund.

We are trying to help this customer. we have not once refused service to this issue.Customer posted a complaint on our National Facebook Page stating the issues she is having with her leather items. The manufacture reached out to the customer and told her to contact the store where she made her...

purchase, because even tho she is well outside of the 1 year manufacture warranty, they may be able to help with the issue.The manufacture also made contact with our store, we were informed that we need to get the serial number from the customers product, so that the manufacture can research the numbers and see if there were any reported  issues with the leather of maybe being a bad, defective batch.We spoke with the customer and she was able to send in the same photos to us, that she had posted on the facebook page, we informed her that they helps us see the issue, but we also need the serial number for the items that are peeling. We told the customer that it is under one of the cushions, either the left or the right, there will be a sticker and it will say " Serial Number" and right below it list out a number. The customer informed us that she will not provide that, that she provided the sku numbers and that is all we should need. We informed her in order to proceed any further with this claim , per the manufacture, we have to get the serial numbers from the items.Customer is refusing to provide the serial numbers and at this point, we can not go any further with this claim. If we receive the serial numbers from the customer, which again, are located right underneath the cushion, not the couch and loveseat themselves, but under the cushion, then we can go further with this issue, but until then, we can not do anything.

Customer accepted his items back in December of 2015, the customer is given the time to examine all product at time of delivery to make sure the items being received are the items he purchased and also to make sure there are no damages or defects. At that time the customer did not notate any damages...

on the sofa and accepted the item. It was not until after the product had been in his home, that the customer called in and stated the wood on the sofa was exposed. We informed the customer that we would come out to the home and pick the product up and bring it back for repair.
The product was picked up from the customer on 2/16/2016 repaired and the customer was called back for delivery the end of February. We attempted to deliver the product to the customer on numerous occasions, the issue the customer reported, was fixed and up to manufacture standards but every time we tried to deliver to the customer, the customer declined because it was not to his satisfaction. 
As stated above, we tried numerous times, from March through April to get this customers sofa out to him and he just kept declining the repaired item and wanted brand new. We had informed the customer it met Ashley standards and there was no need to order in a brand new sofa when there was nothing wrong with the one we were trying to deliver.
Until this letter placed in to the Revdex.com we had not heard back from the customer since he last declined the sofa, once we received this letter, we had Warehouse management reach out to the customer and schedule him in for delivery of his sofa.
The customer was called on 11/11/2016 and scheduled in for delivery on 11/15/2016. On 11/15/2016, while our delivery team was at the customers home for delivery, we had an associate here at our warehouse, in service, talk to the customer and make sure that he examined, in full, the sofa we were delivering and to make sure the item was up to his standards and to make sure there were no damages or defects. At the time of the phone call the customer informed our associate that the delivery of the item went well and the sofa he was receiving was indeed, in good condition.

Customer is informed at time of purchase, that they can not guarantee a time or date for delivery, this is verbally gone over with the customer and also written in the customers notes on their invoice ( which they receive a copy of). The customer is informed that if they can not take it until a...

certain time, that they can note the account, but again, that they there, at the store, since they do not schedule our deliveries, and the product is not even in yet, they can not promise the customer a date or time for delivery.The customer was actually delivered the day before she requested delivery, the customer received, inspected and accepted her product on 7/7/2016.

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.

Ashleys furniture has not done anything to solve this issues, I am seeking the return of some of the money I spent. I feel that 1200.00 dollars is what they owe me. thank you.

Just as the customer said, the mattress and box spring were delivered to her in plastic, sealed plastic, meaning the product that she received, was clean and brand new from the factory.Customer called in to our location and stated that she has had the mattress and boxspring in her home since October...

of 2015, almost 1 year ago, and that she had kept the plastic on the boxspring and she had just noticed HOLES in the plastic covering over the box spring, and that she believed bed bugs were in the boxspring eating through the plastic and that she believed we delivered her a bug infested box spring. It was stated to the customer. that the box spring had come from the factory in sealed plastic, the mattress and box spring were brand new,clean and not contaminated with bed bugs, we even spoken with a technician who has been in the field for 20 plus years, and we were informed that bed bugs can not even chew through plastic, this was explained to the customer as well.The problem of bed bugs the customer is having, is not because of a brand new still in the sealed plastic,box spring, we delivered almost 1 year ago. There is nothing we can do for this customer, we have provided her with information on bed bugs, the manufacture has as well, and we recommended the customer get an exterminator, but there is nothing else that we can do for this issue that we did not cause.

Unfortunately our store did drop the ball on this order and we did apologize and offer to let the customer cancel his order for a full refund, but he chose to keep the order with the company. The store ordered pillows to come in with the customers sofa and love seat, those pillows are to be ordered...

separately and will ship at a separate time for the customer to pick, it is done that way so that issues like this do not happen, so that pillows do not hold up a customers complete order. We have apologized greatly and for the inconvenience, we are refunding the customers delivery fee to them and we will also work with the store where this customer purchased, to get those pillows delivered to them, so that they do not have  to make a trip back to the store to pick them up.As for the delivery process, the customer was called and a voicemail was left on 10/16/2017 making the customer aware of his stop number and his time frame which was 10:30 am to 1:30pm. On the day of the delivery 10/17/2017 the customer was called at 11:48am, call was answered, and the customer was informed our team was 20 minutes away. At 12:12pm the delivery team arrived to the customers home for delivery and the team delivered the product to the customer and was out of the home by 12:40pm.The customer has in his possession the sofa and the loveseat, we are working with the store to get the pillows to him and again we are refunding the customers delivery fee to him.

We have been in contact with this customer, she is stating there is absolutely no serial number on either of her pieces, so we have reported that back to the manufacture that a serial number can not be located, where do we go from there, not only have we reported back to the manufacture, but we have reached out to our actual store representatives and have questioned if there have been any reported issues with the product the customer has in her home. Since the customer is outside of the 1 year warranty, as we have stated before, this claim goes higher than us here on a store level and we have reached out to who we have to reach out to and we are waiting for replies.We spoke to this customer yesterday (Thursday 8/25/2016) and we made her aware that,since she can not locate a serial number( which is very highly unlikely that an item is shipped without a serial number) but since she can not locate the serial number, we have not only reached out to the manufacture, but we have also reached out to our reps for our store locations to see if they can help assist a little faster, customer then informed us we have until the end of the month to help her or she will take other actions.As soon as we hear back from the manufacture and or, our representative for our store location, we then will reach out to the customer and provide to her the information we were given.