To Whom It May Concern:Our sales team goes over every aspect of the sale at our sales support desk. As the Revdex.com can review the paperwork previously attached, the signature matches the signature on the photo copy of the customer's identification. The customer did not mention any concerns at time of delivery and we are following the terms and conditions on the back of our sales receipt (please see attached). At this point our position remains the same.Thank you, Melanie
We have made an exception and have agreed to at least replace both end tables that were aesthetically damaged, our guest stated the new pieces also have minor damages, it was agreed that after tech determination we will offer 10% discount of tablesHowever, in regards to the upholstered merchandise it is just a defective motor, this chair does not have defective structure, we must follow the guidelines in replacing the motor and bringing the piece up to showroom standardsIt shows in our system that the guest has received his parts and that a technician has been scheduled for 11/02/2016.We appreciate your patience
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced. Our records indicate that this is currently being addressed and processed with our home damage claims group. Based off of the information provided, this has been
addressed. Thanks,Melanie
To Whom It May Concern:We value our customers and would like to have the proper materials available for our Service Specialist. At this point, we will be happy to service the sofa under terms and conditions of the manufacturer warranty
Complaint: ***
I am rejecting this response because:Yes, someone came to inspect the furniture, but nothing was done nor any feedback was givenHe was basically in an outWhat is Ashley Furniture position on fixing the furniture?
Regards,
*** ***
To whom it may concern, After careful review of your account we would like to offer our sincerest apologies, as well as some informationYou should never have been referred to the Protection Plan, as they do act as an accidental insurance covering most accidents or incidents not covered by the
warrantyMoreover, I wish to clarify the process you went through to get the credit for the piecesAs is stated in our Terms and Conditions, we offer a 1-year manufacturer warranty effective on the day of delivery, applicable to the original purchaser at the original delivery addressThe warranty covers service for manufacturing defects ONLY at no cost to the customer within the 1-year periodThe manufacturer has discovered an issue with the leather manufacturing process from several years ago, and so has allowed us to submit claims directly to them for peeling leather under the condition that we supply pictures of the serial numbers for any leather merchandise with a peeling issue, as well as pictures of the merchandise itself to verify the peeling defectThese claims must be reported no later than years from the original date of purchaseIf we do not supply the aforementioned information, the manufacturer has no way to verify that the merchandise was purchased from our franchise (because the serial number acts as a unique fingerprint for each piece), and so they will not provide creditThis information aside, there is a way that we can sometimes find serial numbers using your customer information through the Manufacturer’s website, however it is by no means a failsafe methodFor this reason, we do not generally explore this optionFortunately, we were able to find the serial number for the 3rd pieceThe paperwork has been written and approved, and you will be contacted when your credit is available at the storeThank you for your patience and for being the best part of Ashley Furniture HomestoreHave a wonderful day, and happy holidays!
To whom it may concern,Unfortunately your request is an impossibilityThe Terms and Conditions that you accepted and binded clearly state that we do not accept the return of any merchandise after deliveryThey also state that we will service any manufacturing defects ONLY at no cost to the customerYour request for an even exchange would require us to take back the current mattress in your possession and would leave us responsible with the disposal of your current mattressIf your mattress were suffering from some kind of defect, we would gladly exchange the mattress at no cost to you, as mattresses are non-serviceable items (meaning they can't be repaired)This is not the caseAs we have already mentioned, we opened a claim and sent a craftsman to your home to find any defects which turned out to be non-existentYou are requesting a brand new mattress in exchange for one that has been in your home for several months now at no cost, for no reason that can be justified within the policies outlined in the Terms and ConditionsThis is an impossibilityWe do value you as a customer, and we do wish to help, so we are still willing to allow for the options previously presented if you wish to resolve the issue, however an even exchange will not be possible due to the fact that you are in possession of a mattress with no manufacturing defects, and therefore are not entitled to any serviceThank you for your time, and have a wonderful day!
I was able to read the response from Ashley Furniture. Since they wrote to you, I have been in touch with them. They offered to send me parts to the desk that were defective and would have a repair man come to my home to replace the defective parts of the desk with the new ones. All of the parts were delivered to my home, however, several parts were damaged and defective (these are suppose to be brand new parts). I called them today and spoke to a woman named Pamela. She told me that these parts should not have come damaged and defective and she was very surprised. She offered to resend the same parts again to my home and asked that when I get them, to contact them again and let them know how they look before they send a repair man out. So as you can see, this has not been resolved with Ashley Furniture and am now having a collection new of parts for my desk. This has been going on since February 2017 when I purchased my desk. I have no intension of wanting my money back, I just want a desk that is of high standard free of defects and damages.
To Whom It May Concern:Ashley Furniture HomeStore apologizes that the consumer is not satisfied with the response. In this particular case, we have determined that the item is up to manufacturing standards.Thank you, Melanie
To whom this may concern,I apologize for any inconvenience this may have caused. You agreed to delivery on 8/10/2016, and was not satisfied with the four hour window provided for delivery. Our system routes geographically according to how many guests we are delivering to as well as the amount...
of merchandise being carried on one truck. Typically if a customer does not like the timeframe or cannot accommodate (i.e finding someone to accept delivery for the customer) we do charge a redelivery fee, please be aware that this is because the day before delivery the trucks are already loaded, merchandise is off the shelf, and any cancellations disturb the route and timeframe for the rest of our guests. On the terms and conditions signed at the time of sale it does state that delivery is non-refundable. However, that day we made an exception and did not charge you the restocking fees. Please allow your bank to show the refund of $53.49 to clear.Along with this response, we have a provided attached forms showing the refund credit for $53.49 made on 9/27/2016, we were originally going to charge you the restocking fee but were able to waive the charges. I suggest you wait 5-7 business days to allow the information to process with your bank. If you do not see any changes please reach out to your store and contact Kenya who is aware of your situation. Thank you
To Whom It May Concern:Thank you for choosing Ashley Furniture. It is our goal to delight you. As such, we have provided a one time exception that was listed on the first response. In your circumstances, that would be the exception available at this time. Have a great day, Melanie
February 22, 2018
Revdex.com Serving New Jersey
1262 Whitehorse-Hamilton Square Rd
Building A, Suite 202
Hamilton, NJ 08690
Re: [redacted]
Case: [redacted]
To whom this may concern:
Thank you for contacting our...
Customer Care Corporate
Office regarding case # [redacted] received on 2/13/18.
Our records indicate that the customer was in contact
with our Customer Care Department on 2/13/18 to report their Sofa Sectional was
being to fade in color. As per our manufacturer’s warranty fading is not a
defect and is therefore covered. The customer then attempted to utilize their
Extended Protection Plan, they had purchased, whom also informed the customer
that their issue did not fall under their coverage either.
As per our care suggestions for leather merchandise “Keep
leather furniture out of direct sunlight and at least two feet from any heat
sources to avoid fading...”
Respectfully submitted,
Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore
[redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience you have experienced. Our records do not have any indication of any purchase being made. The finance company, [redacted], should be able to assist you at [redacted] Our staff does...
not enter or fill out anything on the finance application. We have portals within our showrooms that are provided for the customers to apply for credit. Once customers are approved, the finance relationship is between the finance company and the consumer.Have a great day, [redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience this consumer may have experienced. This consumer decided to take advantage of one of the financing options that we offer in store which is a rent to own option with Acceptance Now. Many of the...
concerns that the consumer brought up in this complaint are processes specific to that financing option. Although, we offer this financing in our showrooms, Acceptance Now desks are operated and governed by their policies and procedures.Thank you, [redacted]
To whom this may concern, We are sorry for any inconvenience this may have caused, luckily one of our managers was able to trace back to your original serial number using your invoice number that was provided by the manufacturer (please see attached forms of serial # and your sales history). There...
will be a credit waiting for you for your leather peeling, please go into the store any date on or after 10/03/2016 for a reselection, just provide your name and your phone number at time of purchase. We thank you for your patience, Have a wonderful day.
To Whom It May Concern:I apologize that the consumer had difficulty reaching me directly. I was out of the office performing training. Today, we did have the opportunity to discuss his situation and have resolved it. Thank you, [redacted]
To Whom It May Concern:Our sales team goes over every aspect of the sale at our sales support desk. As the Revdex.com can review the paperwork previously attached, the signature matches the signature on the photo copy of the customer's identification. The customer did not mention any concerns at time of delivery and we are following the terms and conditions on the back of our sales receipt (please see attached). At this point our position remains the same.Thank you, Melanie
We have made an exception and have agreed to at least replace both end tables that were aesthetically damaged, our guest stated the new pieces also have minor damages, it was agreed that after tech determination we will offer 10% discount of tablesHowever, in regards to the upholstered merchandise it is just a defective motor, this chair does not have defective structure, we must follow the guidelines in replacing the motor and bringing the piece up to showroom standardsIt shows in our system that the guest has received his parts and that a technician has been scheduled for 11/02/2016.We appreciate your patience
To Whom It May Concern:We have worked with the protection plan to extend this authorization. This customer will be able to accept their delivery
To whom this may concern: I apologize for any inconvenience you may have experiencedPer our notations we are showing parts were delivered on 12/21/
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced. Our records indicate that this is currently being addressed and processed with our home damage claims group. Based off of the information provided, this has been
addressed. Thanks,Melanie
To Whom It May Concern:We value our customers and would like to have the proper materials available for our Service Specialist. At this point, we will be happy to service the sofa under terms and conditions of the manufacturer warranty
Complaint: ***
I am rejecting this response because:Yes, someone came to inspect the furniture, but nothing was done nor any feedback was givenHe was basically in an outWhat is Ashley Furniture position on fixing the furniture?
Regards,
*** ***
To whom it may concern, After careful review of your account we would like to offer our sincerest apologies, as well as some informationYou should never have been referred to the Protection Plan, as they do act as an accidental insurance covering most accidents or incidents not covered by the
warrantyMoreover, I wish to clarify the process you went through to get the credit for the piecesAs is stated in our Terms and Conditions, we offer a 1-year manufacturer warranty effective on the day of delivery, applicable to the original purchaser at the original delivery addressThe warranty covers service for manufacturing defects ONLY at no cost to the customer within the 1-year periodThe manufacturer has discovered an issue with the leather manufacturing process from several years ago, and so has allowed us to submit claims directly to them for peeling leather under the condition that we supply pictures of the serial numbers for any leather merchandise with a peeling issue, as well as pictures of the merchandise itself to verify the peeling defectThese claims must be reported no later than years from the original date of purchaseIf we do not supply the aforementioned information, the manufacturer has no way to verify that the merchandise was purchased from our franchise (because the serial number acts as a unique fingerprint for each piece), and so they will not provide creditThis information aside, there is a way that we can sometimes find serial numbers using your customer information through the Manufacturer’s website, however it is by no means a failsafe methodFor this reason, we do not generally explore this optionFortunately, we were able to find the serial number for the 3rd pieceThe paperwork has been written and approved, and you will be contacted when your credit is available at the storeThank you for your patience and for being the best part of Ashley Furniture HomestoreHave a wonderful day, and happy holidays!
To whom it may concern,Unfortunately your request is an impossibilityThe Terms and Conditions that you accepted and binded clearly state that we do not accept the return of any merchandise after deliveryThey also state that we will service any manufacturing defects ONLY at no cost to the customerYour request for an even exchange would require us to take back the current mattress in your possession and would leave us responsible with the disposal of your current mattressIf your mattress were suffering from some kind of defect, we would gladly exchange the mattress at no cost to you, as mattresses are non-serviceable items (meaning they can't be repaired)This is not the caseAs we have already mentioned, we opened a claim and sent a craftsman to your home to find any defects which turned out to be non-existentYou are requesting a brand new mattress in exchange for one that has been in your home for several months now at no cost, for no reason that can be justified within the policies outlined in the Terms and ConditionsThis is an impossibilityWe do value you as a customer, and we do wish to help, so we are still willing to allow for the options previously presented if you wish to resolve the issue, however an even exchange will not be possible due to the fact that you are in possession of a mattress with no manufacturing defects, and therefore are not entitled to any serviceThank you for your time, and have a wonderful day!
I was able to read the response from Ashley Furniture. Since they wrote to you, I have been in touch with them. They offered to send me parts to the desk that were defective and would have a repair man come to my home to replace the defective parts of the desk with the new ones. All of the parts were delivered to my home, however, several parts were damaged and defective (these are suppose to be brand new parts). I called them today and spoke to a woman named Pamela. She told me that these parts should not have come damaged and defective and she was very surprised. She offered to resend the same parts again to my home and asked that when I get them, to contact them again and let them know how they look before they send a repair man out. So as you can see, this has not been resolved with Ashley Furniture and am now having a collection new of parts for my desk. This has been going on since February 2017 when I purchased my desk. I have no intension of wanting my money back, I just want a desk that is of high standard free of defects and damages.
To whom this may concern, Please be advised we are currently working on resolving this issue and providing a form of credit.
To Whom It May Concern:Ashley Furniture HomeStore apologizes that the consumer is not satisfied with the response. In this particular case, we have determined that the item is up to manufacturing standards.Thank you, Melanie
To whom this may concern,I apologize for any inconvenience this may have caused. You agreed to delivery on 8/10/2016, and was not satisfied with the four hour window provided for delivery. Our system routes geographically according to how many guests we are delivering to as well as the amount...
of merchandise being carried on one truck. Typically if a customer does not like the timeframe or cannot accommodate (i.e finding someone to accept delivery for the customer) we do charge a redelivery fee, please be aware that this is because the day before delivery the trucks are already loaded, merchandise is off the shelf, and any cancellations disturb the route and timeframe for the rest of our guests. On the terms and conditions signed at the time of sale it does state that delivery is non-refundable. However, that day we made an exception and did not charge you the restocking fees. Please allow your bank to show the refund of $53.49 to clear.Along with this response, we have a provided attached forms showing the refund credit for $53.49 made on 9/27/2016, we were originally going to charge you the restocking fee but were able to waive the charges. I suggest you wait 5-7 business days to allow the information to process with your bank. If you do not see any changes please reach out to your store and contact Kenya who is aware of your situation. Thank you
To Whom It May Concern:Thank you for choosing Ashley Furniture. It is our goal to delight you. As such, we have provided a one time exception that was listed on the first response. In your circumstances, that would be the exception available at this time. Have a great day, Melanie
To Whom It May Concern:Ashley Furniture HomeStore's position remains.Thank you, Melanie
February 22, 2018
Revdex.com Serving New Jersey
1262 Whitehorse-Hamilton Square Rd
Building A, Suite 202
Hamilton, NJ 08690
Re: [redacted]
Case: [redacted]
To whom this may concern:
Thank you for contacting our...
Customer Care Corporate
Office regarding case # [redacted] received on 2/13/18.
Our records indicate that the customer was in contact
with our Customer Care Department on 2/13/18 to report their Sofa Sectional was
being to fade in color. As per our manufacturer’s warranty fading is not a
defect and is therefore covered. The customer then attempted to utilize their
Extended Protection Plan, they had purchased, whom also informed the customer
that their issue did not fall under their coverage either.
As per our care suggestions for leather merchandise “Keep
leather furniture out of direct sunlight and at least two feet from any heat
sources to avoid fading...”
Respectfully submitted,
Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore
[redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience you have experienced. Our records do not have any indication of any purchase being made. The finance company, [redacted], should be able to assist you at [redacted] Our staff does...
not enter or fill out anything on the finance application. We have portals within our showrooms that are provided for the customers to apply for credit. Once customers are approved, the finance relationship is between the finance company and the consumer.Have a great day, [redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience this consumer may have experienced. This consumer decided to take advantage of one of the financing options that we offer in store which is a rent to own option with Acceptance Now. Many of the...
concerns that the consumer brought up in this complaint are processes specific to that financing option. Although, we offer this financing in our showrooms, Acceptance Now desks are operated and governed by their policies and procedures.Thank you, [redacted]
To whom this may concern, We are sorry for any inconvenience this may have caused, luckily one of our managers was able to trace back to your original serial number using your invoice number that was provided by the manufacturer (please see attached forms of serial # and your sales history). There...
will be a credit waiting for you for your leather peeling, please go into the store any date on or after 10/03/2016 for a reselection, just provide your name and your phone number at time of purchase. We thank you for your patience, Have a wonderful day.
To Whom It May Concern:I apologize that the consumer had difficulty reaching me directly. I was out of the office performing training. Today, we did have the opportunity to discuss his situation and have resolved it. Thank you, [redacted]