Farrell Woodworks

Spoke with guest.. We have the service rescheduled for 1/

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not satisfied with Ashley Furniture's responseI talked with the manufacturer (Sealy) again late Friday (10-16-15) afternoon and they stated since Sealy is contracted with Ashley Furniture there is nothing Sealy can do for me that I needed to deal directly with the retailer (Ashley) on getting a new mattressI am highly frustrated that Ashley Furniture continues to "pass the buck" and not address my needs for a new mattressThe Sealy customer service rep (*** *) even stated Ashley Furniture knows they should not be sending the customer to Sealy for any warranty issuesShe even stated that if Ashley Furniture did not replace my mattress, it was Ashley Furniture making the decision because they did not want to take "a loss"! Regards,*** ***

The guest purchased an extended year protection plan again accidental and incidental damages. There is a one year manufacturer's warranty again manufacturing defects for parts and labor. The mechanism part has a year warranty on the part but not the labor, since the guest purchased the protection plan that will cover the cost of the labor on installing the mech. The extended protection plan is through Montage and I have no control over Montage techs. The guest is out of the one year warranty that is why he has to go through Montage. I have tried to explain that to the guest.

I have already spoken with the guest.. According to the tech the sectional is up to manufacturer's specs. there was nothing wrong with the frame or the springs as the guest her originally reported. The only issue with the sectional were some of the cushions were compression but that was consistent with wear of the sofa.. Since the issue is not a manufacturing defect the cushions are not covered under the one year warranty..

The guest purchased the furniture in December of and there is normally just a one year warranty again manufacturer's defects on the furniture. The manufacturer did have issues with some of the durablend fabric, so they are extending the warranty on the one the came from those
batches. The only way they can tell if it was one of those batches is from the serial number. All the furniture has a serial number on it when it leaves the warehouse. If the serial number is not on the furniture there is nothing we can do for that pieces. I have forwarded the pictures and the serial numbers for the other piece to see if was in the bad batch. Just because the sofa and loveseat where purchased at the same time doesn't mean they were manufactured at the same time since the furniture is mass produced. There are other things that can cause it to peel, such as it drying out from sun light or a guest using cleaner with alcohol in it. The extended protection only cover accidental and incidental damages. If there was not accident that happen or if it was not reported in days of the incident the extended protection would cover it. I have explained all of this to the guest. I would see if I could get credit but I need the serial number to do so for that item

According to out system the tech repaired all the issue up to manufacturer's spec. I tried to call the guest to discuss but couldn't leave a message because the voice mail was not set up. I will continue trying to reach out to the guest.

I have left a message for the guest to discuss

I have spoken with this guest.. There is normally a one years manufacturer's warranty on the furniture .. The manufacture is going back and looking at the peeling on a case by case bases.. However this guest furniture is over years old and the manufacturer will not go back over
years..

I have left a message for the guest.. I can't find her in my system to be able to see the account..

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The company continues to state that I rejected the exchange of the bed, which in fact is not true. They are relying on their incorrect notes and non communication between the actual store and guest care department which do not communicate. After getting no where with the fixing of the bed and being told it was discontinued I stated I would go in to the store to speak with them directly. I did this and came to the resolution of having someone come out to fix the bed and bring the correct parts. The tech didn't show up when scheduled, when rescheduled they showed up with incorrect parts, from this point on it was useless and nothing we did brought about the fixing of our new bed. Yes, we did wait until the bed was out of warranty to bring up the issue again only because the frustration was so unbearable. The notes state that all of this communication was going on in March and April so not sure how we are out of warranty when the bed was never put together correctly. If it was never put together and was damaged to begin with I am not sure how a warranty can be put into place. I have utilized social media to determine if I am the only one who has had an issue with this company and I am not. Many people have stated they have also received bad customer service and damaged, cheap furniture. All I am asking is for help with getting the bed to be functional and they cannot even offer that. I am extremely unhappy and dissatisfied and expect a resolution or would like a formal complain published through Revdex.com and I will continue to utilize social media to dissuade those from making purchases at this company.]
Regards,
*** ***

Spoke with guest and she is going to reselect.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The year protection contract states clearly that I am entitled to a full refund of the amount paid for the protection plan if I request cancellation within days of purchases Since I phoned to advise I wish to cancel the plan on 4-26-and my purchase date was 3-30-18, I respectfully ask for a full refund of the purchase price The problem seems to be that Ashley’s vendor and Ashley can’t agree on which of them are responsible for issuing the refund I gave Ashley the money at the time of purchase Therefore I place the responsibility on Ashley to credit the full amount back to my card They can work out the details with their vendor
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** *** My furniture has never been in direct sunlight and also has never been touched with any alcohol based cleanerIt's obviously the material that was usedThis representative used the term "bad batch of durablend" as soon as they saw the pictures of my piecesThis representative is using the fact that a serial number is missing to their advantage in a dishonest fashionThere are enough complaints all over the web, with the Revdex.com, and with the attorney general that are identical to mineI have an original receipt and pictures and one piece with a serial numberShame on this company to allow one of its representatives to principally deny that in fact BOTH pieces were made from the same inferior material(DURABLEend) This has Class Action written all over it.

I have left a message with the guest to discuss options..

Ashley Furniture came and picked up all their furniture and refunded our money
Thank youRevdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,*** ***

I have spoken with the guest.. We have ordered the parts and we are waiting for one more of the part to arrive, which it should be shipping out the first of next weekOnce we have all the parts we will have service go out and install the parts. I did advise the guest that she would need to make sure the support feet on the bed didn't slide on the hardwood floor, because if the legs are not straight that will cause the bed to fall..

The extended protection plan company is a separate company We are a third party vendor I did call the protection plan company to check the status, but they will be the ones who schedule the service and give him the claim number I am not able to see any of there files and claim information He would need to work thought them when I spoke with the protection plan company there were waiting on the gust to call them with some more information

There is a year warranty on the motor, but the guest would have to paid for the labor, if he didn't have the extended protection plan. I have left a message for the guest to discuss options.

I am sorry. I thought I responded to this one. I have spoken with the guest and we did a partial delivery on 8/19. The only thing last to deliver is one table. It will arrive in the DC around 9/9. I have left a message for the guest to schedule the last table for
delivery

This should be a Complaint on Montage not Ashley. The guest is out of the one year manufacturer's warranty and Montage is the one who is sending the service. We only order the parts that Montage sends a PO for. The guest is wanting the tech to look at furniture that Montage didn't put on the work order. I explained to the guest that he will need to call Montage to make a claim on the other items. He is wanting us to order parts that Montage has not said are needed.