Complaint: [redacted]
I am rejecting this response because:
A "new" chair should not have to be serviced after four days of use and now turned all sorts of ways it was never meant to be turned to install a part. As far as a part coming that would be the fourth week into owning this sofa and I can only use half of it Because im scared it will damage more. I don't know if the words used were meant to be sarcastic like delight me but to delight me I should not need this new furniture serviced this fast the sofa should be exchanged but I guess I'm trapped because of your binding contracts you keep pointing out it's all about making money I guess not good service and selling quality items. It would be delightful to spend more time on customer service rather then listen to phone calls there's a lot because no one would call me back I had to keep calling.
Regards,
[redacted]
I am rejecting this response because:This is not true at all. I originally thought it was the cushion, requested another cushion, and it was sent. When we sat on the new cushion, it immediately deflated. I called again and a technician came and examined the couch. IT WAS NOT THE CUSHION. He said it was the springs which are broken. They told me someone has to come to my home and repair it. A BRAND NEW SOF! The response was not true at all.
Complaint: [redacted]
I am rejecting this response because: it's not acceptable to tell someone it's just a defective motor I purchased the sofa new. If you purchased a new car and the salesman said it's just a defective motor, tire what ever you would want it new right not in the shop right after purchase. This company is more focused on trapping me with written "contract" words then providing the new sofa I purchased not servicing it to get to show room standards it should arrive show room standards it's now close to two months and I can only use half the sofa. As for the end tables it's what the second pair and rather then be concerned with your products and customer service you are fighting me and throwing a measly 10% [redacted] doesn't have as many product flaws as this stuff. I hate to have to waste time and money on court but it seems to be going that way I guess you will keep fighting it has to be serviced but I paid for new stuff not turning my home into a service shop it should arrive show room quality
Regards,
[redacted]
To whom this may concern,After receiving copies of your concerns we have attempted to search for you account. We ask that you please provide some form of identification whether it be you sales number or the name under the account.Unfortunately, the information provided did not pull up any purchase...
history. Please confirm the store location at which purchase was made.Best regards,Miryam C[redacted]
To whom this may concern; We are still working on finding a resolution for you, please allow us 24-48 hrs to contact you at the phone number provided with our response. Thank you
To Whom It May Concern:Each Ashley Furniture HomeStore is independently owned and operated. The terms and conditions of your sale are present at the time of sale. The information that you have presented related to online purchases is not accurate nor the same in a retail environment. Please accept our offer as a gesture of good will. Have a nice weekend, Melanie
To whom it may concern, After careful review of your account, it was determined that you were in our Poughkeepsie location on 1/22/2017 at which time you made 2 purchases. The first purchase was placed under SO# [redacted] for a Queen Mattres (SKU# [redacted]) and a Queen Foundation (SKU# [redacted]) which...
totaled $971.99 with the inclusion of the Taxable Delivery Charge and applicable sales tax. The grand total was paid in full with a credit/debit card. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions), checked and signed a Mattress Review Checklist, and selected a desired delivery date of 1/25/2017. The second purchase was place under SO# [redacted] for a Queen Adult Fleece Waterproof Pad (SKU# [redacted]8) which totaled $97.30 with the inclusion of applicable sales tax. The grand total was also paid in full with a credit/debit card. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and took the items from the showroom. Our Terms and Conditions (found on the reverse side of the sale receipt) present and explain various policies to protect and inform our customers. Among these policies, we explain that we do not accept the return of any merchandise after delivery has been accepted, and that only the manufacturer’s warranty applies after this point. Our warranty states that we will service manufacturing defects only at no cost to the customer. On 1/25/2017, we honored your desired delivery date for SO# [redacted] at which time all merchandise was accepted in good condition (formally binding all Terms and Conditions), you spoke with a member of our dispatch team to verify that all had gone well, and you signed the delivery receipt. On 1/26/2017, you called into our Customer Care Department at which time you stated that there were loose threads on the seams of the mattress. It was explained to you at this time that the mattresses are hand-sewn and this was not a defect, but a normal occurrence due to the manufacturing process that would not affect the functionality of the bed. On 2/1/2017, you were transferred to our Customer Care Department from the store location at which time you stated that the mattress was too firm for your liking and did not feel the way it did in the showroom. At this point, it was explained to you that the mattresses on display in the showroom are not brand new like the one that was delivered. The showroom mattresses tend to be softer because they are broken in, as customers visit the showroom and sit or lay on the mattresses on a regular basis. We also asked that you allow 30 days as sleep specialists have indicated that it takes time for your body to accustom to the added support of a new mattress. On 2/28/2017, you called our Customer Care Department, now having waited the 30 days since delivery, and once again expressed your discomfort. As stated earlier in this response, our Terms and Conditions do not allow for the return of any merchandise after delivery has been made. Even so, the representative received approval from a member of our management team to offer assistance outside of the bounds of our Terms and Conditions in an effort to delight you. We would allow for the return of the mattress under the following conditions: -You would receive a store credit in the amount of 60% of the cost of the mattress you purchased. This store credit is non-refundable, and would be applicable towards a new mattress of your choice from our showroom. The remaining 40% of the cost of the mattress would be retained as a disposal fee, as we would make ourselves responsible for removing and disposing of the mattress in your home upon delivering your new mattress. You would be responsible for any difference in cost between your allowed credit and the mattress you select, as well as a new delivery charge for the delivery of the new mattress. You refused the offer that was proposed and claimed that the mattress was defective, and so a claim was opened and pictures were requested to verify the defect. Upon review of the pictures sent in, we contacted you on 3/1/2017 to inform you once again that the loose threads on the seams are not a manufacturing defect and we would not be able to service your mattress. Otherwise, there were no visible impressions that would indicate a defect, nor did you report any other issues. You stated that you would be filing a claim with the Revdex.com and hung up. Although we do empathize with your current situation, we will not be meeting your desired settlement. You accepted and binded Terms and Conditions which do not allow for the return of merchandise after delivery. Even so, we are willing to work with you and have proposed a reasonable offer in which we would allow the return of the mattress under the aforementioned conditions. Thank you for your time, and have a wonderful day!
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced. As you may be aware, Ashley Furniture HomeStore offers a limited one-year manufacture warranty that covers manufacturing defects only. At the time of purchase, we would...
have offered you the option to purchase a five year protection plan which would cover accidents and incidents similar to what you have described. The table that you purchased is a solid wood table with veneers. This table should not be exposed to liquids sitting directly on top of the finish. This table is still being offered and as a courtesy, we would be willing to offer you a 20% discount off of the original retail price of the piece. Thank you, Melanie
March 24, 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...
3/20/18. We have been unsuccessful in finding the guest in our account with the information provided. Is there an invoice number or customer ID number available? Regards.
To Whom It May Concern:This customer is scheduled for an exchange tomorrow, September 1st, 2015. The drivers are scheduled to be at the customer's home between 7:30am-11:30am.
Complaint: [redacted]
I am rejecting this response because: ya eh hablado varias veces con acceptance now con la senorita Rosy representante en la tienda Ashley en Yonkers, hace ya unas 3 semanas o mas dicen que vienen a recojer la mercancia Y aun estoy esperando, supuestamente venian el dia 4/12/218 o el 4/13/2018 Y ya hoy es 4/14/2018 Y nada que vienen a recojer la mercancia, todos los dias me posponen la fecha Y ya llevo en esto mas de un mes desde el dia 3/5/2018
Regards,
[redacted]
To whom it may concern, Since the last offer was made, our system shows that you have been offered a reselection of the 2 nightstands as well as the matching dresser and mirror. This would mean that we would be picking up the 4 aforementioned pieces allowing a credit for you select new merchandise. We do apologize for any misunderstanding regarding the bedroom merchandise; however, we have come to a resolution that can quell any concerns. If you have any additional concerns, please feel free to reach out to our Customer Care department (###-###-####). Thank you for your time, and have a wonderful day.
[redacted] [redacted] [redacted]
To whom this may concern: Thank you for contacting our Customer Care Corporate Office regarding case # [redacted] received on 4/18/18. Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest requests assistance with the pick-up of their merchandise. We have contacted Acceptance Now in our Yonkers location. Their representative assured us that they will be contacting the customer this week to schedule a pick-up. Unfortunately, they are a third-party company and we cannot schedule the pick-up through our systems. We regret this may not be the response our guest hoped to receive; however, if he/she is willing to accept this as a resolution, please contact our customer care center at (732) 548 -1200. Once again, thank you for contacting our Customer Care Corporate Office in Edison and allowing Ashley an opportunity to respond. Respectfully submitted, Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore (732) 548 – 1200
To Whom It May Concern:Ashley Furniture HomeStore would like to assist this customer with his concerns and in order to provide the service under the manufacturer's warranty we would need the opportunity to conduct the service. Please have the customer contact our customer care team at ###-###-#### to schedule an appointment.Thank you,
To Whom It May Concern: As previously stated, this customer's concern would be resolved through the customers protection plan. As a courtesy, Ashley Furniture HomeStore covered the cost of the parts to repair the customer's concern. If the customer would like additional assistance with the protection plan company, please have him contact our customer care team at ###-###-####. Thank you, Melanie
To whom it may concern, We have received your complaint and empathize with your current situation. After careful review of your account, it was determined that the wrong configuration was, in fact, delivered on 5/11/2017. After review from our management team, you were granted the exchange of items...
to correct the configuration, which began on 5/28/2017, and ended on 6/3/2017 with the redelivery of the LAF (Left-Arm-Facing) Cuddler. We have not been contacted with any issues or concerns since then. We do apologize for any inconveniences; however, our records indicate that we have successfully resolved all issues and concerns. If you have any other questions, you may contact our Customer Care Department at ###-###-####. Thank you for your time, and have a wonderful day!
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.
[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]
Complaint: [redacted]
I am rejecting this response because:
A "new" chair should not have to be serviced after four days of use and now turned all sorts of ways it was never meant to be turned to install a part. As far as a part coming that would be the fourth week into owning this sofa and I can only use half of it Because im scared it will damage more. I don't know if the words used were meant to be sarcastic like delight me but to delight me I should not need this new furniture serviced this fast the sofa should be exchanged but I guess I'm trapped because of your binding contracts you keep pointing out it's all about making money I guess not good service and selling quality items. It would be delightful to spend more time on customer service rather then listen to phone calls there's a lot because no one would call me back I had to keep calling.
Regards,
[redacted]
Good afternoon this is [redacted] nobody is helping me with this situation from Ashley to come and see the problem thank you
I am rejecting this response because:This is not true at all. I originally thought it was the cushion, requested another cushion, and it was sent. When we sat on the new cushion, it immediately deflated. I called again and a technician came and examined the couch. IT WAS NOT THE CUSHION. He said it was the springs which are broken. They told me someone has to come to my home and repair it. A BRAND NEW SOF
! The response was not true at all.
Complaint: [redacted]
I am rejecting this response because: it's not acceptable to tell someone it's just a defective motor I purchased the sofa new. If you purchased a new car and the salesman said it's just a defective motor, tire what ever you would want it new right not in the shop right after purchase. This company is more focused on trapping me with written "contract" words then providing the new sofa I purchased not servicing it to get to show room standards it should arrive show room standards it's now close to two months and I can only use half the sofa. As for the end tables it's what the second pair and rather then be concerned with your products and customer service you are fighting me and throwing a measly 10% [redacted] doesn't have as many product flaws as this stuff. I hate to have to waste time and money on court but it seems to be going that way I guess you will keep fighting it has to be serviced but I paid for new stuff not turning my home into a service shop it should arrive show room quality
Regards,
[redacted]
To whom this may concern,After receiving copies of your concerns we have attempted to search for you account. We ask that you please provide some form of identification whether it be you sales number or the name under the account.Unfortunately, the information provided did not pull up any purchase...
history. Please confirm the store location at which purchase was made.Best regards,Miryam C[redacted]
To whom this may concern; We are still working on finding a resolution for you, please allow us 24-48 hrs to contact you at the phone number provided with our response. Thank you
To Whom It May Concern:Each Ashley Furniture HomeStore is independently owned and operated. The terms and conditions of your sale are present at the time of sale. The information that you have presented related to online purchases is not accurate nor the same in a retail environment. Please accept our offer as a gesture of good will. Have a nice weekend, Melanie
To whom it may concern, After careful review of your account, it was determined that you were in our Poughkeepsie location on 1/22/2017 at which time you made 2 purchases. The first purchase was placed under SO# [redacted] for a Queen Mattres (SKU# [redacted]) and a Queen Foundation (SKU# [redacted]) which...
totaled $971.99 with the inclusion of the Taxable Delivery Charge and applicable sales tax. The grand total was paid in full with a credit/debit card. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions), checked and signed a Mattress Review Checklist, and selected a desired delivery date of 1/25/2017. The second purchase was place under SO# [redacted] for a Queen Adult Fleece Waterproof Pad (SKU# [redacted]8) which totaled $97.30 with the inclusion of applicable sales tax. The grand total was also paid in full with a credit/debit card. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and took the items from the showroom. Our Terms and Conditions (found on the reverse side of the sale receipt) present and explain various policies to protect and inform our customers. Among these policies, we explain that we do not accept the return of any merchandise after delivery has been accepted, and that only the manufacturer’s warranty applies after this point. Our warranty states that we will service manufacturing defects only at no cost to the customer. On 1/25/2017, we honored your desired delivery date for SO# [redacted] at which time all merchandise was accepted in good condition (formally binding all Terms and Conditions), you spoke with a member of our dispatch team to verify that all had gone well, and you signed the delivery receipt. On 1/26/2017, you called into our Customer Care Department at which time you stated that there were loose threads on the seams of the mattress. It was explained to you at this time that the mattresses are hand-sewn and this was not a defect, but a normal occurrence due to the manufacturing process that would not affect the functionality of the bed. On 2/1/2017, you were transferred to our Customer Care Department from the store location at which time you stated that the mattress was too firm for your liking and did not feel the way it did in the showroom. At this point, it was explained to you that the mattresses on display in the showroom are not brand new like the one that was delivered. The showroom mattresses tend to be softer because they are broken in, as customers visit the showroom and sit or lay on the mattresses on a regular basis. We also asked that you allow 30 days as sleep specialists have indicated that it takes time for your body to accustom to the added support of a new mattress. On 2/28/2017, you called our Customer Care Department, now having waited the 30 days since delivery, and once again expressed your discomfort. As stated earlier in this response, our Terms and Conditions do not allow for the return of any merchandise after delivery has been made. Even so, the representative received approval from a member of our management team to offer assistance outside of the bounds of our Terms and Conditions in an effort to delight you. We would allow for the return of the mattress under the following conditions: -You would receive a store credit in the amount of 60% of the cost of the mattress you purchased. This store credit is non-refundable, and would be applicable towards a new mattress of your choice from our showroom. The remaining 40% of the cost of the mattress would be retained as a disposal fee, as we would make ourselves responsible for removing and disposing of the mattress in your home upon delivering your new mattress. You would be responsible for any difference in cost between your allowed credit and the mattress you select, as well as a new delivery charge for the delivery of the new mattress. You refused the offer that was proposed and claimed that the mattress was defective, and so a claim was opened and pictures were requested to verify the defect. Upon review of the pictures sent in, we contacted you on 3/1/2017 to inform you once again that the loose threads on the seams are not a manufacturing defect and we would not be able to service your mattress. Otherwise, there were no visible impressions that would indicate a defect, nor did you report any other issues. You stated that you would be filing a claim with the Revdex.com and hung up. Although we do empathize with your current situation, we will not be meeting your desired settlement. You accepted and binded Terms and Conditions which do not allow for the return of merchandise after delivery. Even so, we are willing to work with you and have proposed a reasonable offer in which we would allow the return of the mattress under the aforementioned conditions. Thank you for your time, and have a wonderful day!
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced. As you may be aware, Ashley Furniture HomeStore offers a limited one-year manufacture warranty that covers manufacturing defects only. At the time of purchase, we would...
have offered you the option to purchase a five year protection plan which would cover accidents and incidents similar to what you have described. The table that you purchased is a solid wood table with veneers. This table should not be exposed to liquids sitting directly on top of the finish. This table is still being offered and as a courtesy, we would be willing to offer you a 20% discount off of the original retail price of the piece. Thank you, Melanie
March 24, 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...
3/20/18. We have been unsuccessful in finding the guest in our account with the information provided. Is there an invoice number or customer ID number available? Regards.
To Whom It May Concern:This customer is scheduled for an exchange tomorrow, September 1st, 2015. The drivers are scheduled to be at the customer's home between 7:30am-11:30am.
Complaint: [redacted]
I am rejecting this response because: ya eh hablado varias veces con acceptance now con la senorita Rosy representante en la tienda Ashley en Yonkers, hace ya unas 3 semanas o mas dicen que vienen a recojer la mercancia Y aun estoy esperando, supuestamente venian el dia 4/12/218 o el 4/13/2018 Y ya hoy es 4/14/2018 Y nada que vienen a recojer la mercancia, todos los dias me posponen la fecha Y ya llevo en esto mas de un mes desde el dia 3/5/2018
Regards,
[redacted]
To whom it may concern, Since the last offer was made, our system shows that you have been offered a reselection of the 2 nightstands as well as the matching dresser and mirror. This would mean that we would be picking up the 4 aforementioned pieces allowing a credit for you select new merchandise. We do apologize for any misunderstanding regarding the bedroom merchandise; however, we have come to a resolution that can quell any concerns. If you have any additional concerns, please feel free to reach out to our Customer Care department (###-###-####). Thank you for your time, and have a wonderful day.
[redacted] [redacted] [redacted]
To whom this may concern: Thank you for contacting our Customer Care Corporate Office regarding case # [redacted] received on 4/18/18. Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest requests assistance with the pick-up of their merchandise. We have contacted Acceptance Now in our Yonkers location. Their representative assured us that they will be contacting the customer this week to schedule a pick-up. Unfortunately, they are a third-party company and we cannot schedule the pick-up through our systems. We regret this may not be the response our guest hoped to receive; however, if he/she is willing to accept this as a resolution, please contact our customer care center at (732) 548 -1200. Once again, thank you for contacting our Customer Care Corporate Office in Edison and allowing Ashley an opportunity to respond. Respectfully submitted, Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore (732) 548 – 1200
To Whom It May Concern:Ashley Furniture HomeStore would like to assist this customer with his concerns and in order to provide the service under the manufacturer's warranty we would need the opportunity to conduct the service. Please have the customer contact our customer care team at ###-###-#### to schedule an appointment.Thank you,
To Whom It May Concern: As previously stated, this customer's concern would be resolved through the customers protection plan. As a courtesy, Ashley Furniture HomeStore covered the cost of the parts to repair the customer's concern. If the customer would like additional assistance with the protection plan company, please have him contact our customer care team at ###-###-####. Thank you, Melanie
To whom it may concern, We have received your complaint and empathize with your current situation. After careful review of your account, it was determined that the wrong configuration was, in fact, delivered on 5/11/2017. After review from our management team, you were granted the exchange of items...
to correct the configuration, which began on 5/28/2017, and ended on 6/3/2017 with the redelivery of the LAF (Left-Arm-Facing) Cuddler. We have not been contacted with any issues or concerns since then. We do apologize for any inconveniences; however, our records indicate that we have successfully resolved all issues and concerns. If you have any other questions, you may contact our Customer Care Department at ###-###-####. Thank you for your time, and have a wonderful day!
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
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.
[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]