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 you were in our New Rochelle location on 11/18/2014 at which time you made the purchase in question under [redacted] for a Queen Panel...
Bed (Package SKU# [redacted]) with a Protection Plan totaling $1,071.28 with the inclusion of the Taxable Delivery Charge and applicable sales tax. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions). Among these Terms and Conditions, we state that the acceptance of delivery by the purchaser or an authorized party formally binds all Terms and Conditions. We also include our Warranty Information, which states that we provide a 1-year limited manufacturer warranty beginning at the original delivery date which allows us to service manufacturing defects only and is applicable towards the original purchaser at the original delivery address. It also provides a brief explanation of the Protection Plan of which you speak, which is as follows: We offer a 5-year comprehensive Platinum Protection Plan that covers accidental/incidental occurrences including rips, tears, stains, punctures, scratches, burns, dents, chips, electrical components, breakage of mechanisms and more. (Plan does not cover normal wear and tear or substitute as a cleaning service.) Please refer to service agreement for coverage details. On 12/2/2014, we visited your home at which time all merchandise was accepted in good condition (formally binding all Terms and Conditions), and signed the delivery receipt. The first call we received regarding your issue was on 10/11/2016, at which time you were given the option of reaching out to Platinum Protection Services (as you were no longer covered by our 1-year limited manufacturer warranty) or taking down the phone number of one of the technicians that we work with so that you could set up service at your own expense. We received another call on 5/15/2017 with the same issue, at which time we went over the same options. The Platinum Protection Plan you purchased is managed by Platinum Protection Services. They are a separate entity, and do not operate within our Terms and Conditions. For this reason, we do suggest on our Terms and Conditions that you refer to the service agreement for coverage details. Presently, you are not entitled to service or replacement from Ashley Furniture Homestore. Platinum Protection Services operates within their own policies, and so we recommend you reach out to them directly at ###-###-####. Thank you for your time, and have a wonderful day!
To Whom It May Concern:This consumer accepted this product back on April 29th, 2016. The first indication that the consumer was not happy with the color of the product was on a phone call that took place on June 8th, 2016. Since so much time had elapsed and the consumer had an authorized...
agent accept the product, Ashley Furniture HomeStore will not authorize an exchange. In an effort to delight this guest we are willing to offer this customer a 20% discount off the sofa, loveseat and ottoman to keep the items. Please have the consumer acknowledge acceptance of the offer and we will process the paperwork.Thank you, [redacted]
To whom it may concern, We have received your complaint and, after review of your account, have come to a decision. Contrary to your statement, you do not have warranty. Our manufacturer’s warranty is a 1-year limited warranty that covers manufacturing defects only, and is applicable to the...
original purchaser at the original delivery address. For your purchase in August of 2013, you have been out of warranty for over 2 years. Our system does show that you have a 5-year Protection Plan through [redacted], which is an accidental/incidental coverage plan that covers MOST accidents and incidents not covered by the warranty. They are an independent company with their own policies. At this time there is nothing we would be able to do, however if you wish to cancel your Protection Plan you may contact them directly at ###-###-####.
appreciate your time and patience, upon review of your account it seems that the two pieces are out of manufactured warranty. However, we would like to assist you with the defective pieces. We were able to receive credit for the reclining sofas. Please be aware that you may receive a call from the store to come in for a reselection. If you do not receive a call, please be aware that there will be a credit on your account for the original merchandise amount and you may go in to the New Rochelle location any day after or on 9/23/2016. Thank you.
April 17, 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 4/13/18. Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues to return their mattress. As per our Terms and Conditions, there are no returns and all sales are final after delivery. The customer initially reported that the sides of the mattress were sinking. Due to the nature of the possible defect, we need to have an Ashley Certified Technician inspect the merchandise. If the technician confirms that the mattress is defective, we will be able to allow the customer to select a different mattress. We have reached out to the customer multiple times between 3/9/18 & 4/5/18 before closing their claim due to inactivity. The customer’s mattress is covered under a 10-Year Warranty, and can call in to re-open a service claim at their earliest convenience. 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 ###-###-####. 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 [redacted]
To Whom It May Concern:Thank you for choosing Ashley Furniture. As previously addressed, we have sent out a Furniture Specialist and the smell that you are describing is the smell of a new product. Ashley Furniture does not deem this concern as a manufacturing defect, therefore, the item is eligible for return.Have a great day, Melanie
To whom this may concern: I sincerely apologize for any inconvenience you may have experienced with Ashley furniture regarding delivery. Please be aware a member of our guest experience resolution center will be in contact with you by end of day with the information you...
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience you may have experienced. The consumer first contacted Ashley Furniture in May of 2015. His complaint was that the bed was making noise. As per our terms and conditions of our sale, we sent out a...
service specialist. The service specialist determined that the boxspring was defective and we replaced the boxspring.The customer called us back in December and stated that they were once again experiencing a noisy bed. Ashley Furniture HomeStore sent out a service specialist who determined that the issue was not the bed, but the friction between the bed and the hardwood floor. This specialist also determined that the bed was set up correctly under the manufacturing recommendations and nothing on the bed was loose or incorrectly installed. On December 30th, 2015 we offered to send the customer non-skid pads that could be installed to resolve the customer's noise complaint. The customer refused the non-skid pads and has refused subsequent offers. The concerns with this customer's bed are not manufacturing defects. Ashley Furniture offers a limited one year manufacture warranty, please click this link for the full copy:http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx At this point, the customer does not have a warranty issue and has not complied with any suggestions. Thank you, Melanie
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that this customer may have experienced. We have processed the refund to this customer's finance account and they should be able to see it reflected within 7 business days. Please let me know if you have...
Complaint: [redacted]
I am rejecting this response because: It has now been 9 days and the credit is still not reflected in my account. This has been the same issue throughout the process. They continues to say that they will credit my account, but a credit is never realized in my account. My next steps will be hiring an attorney to receive the credit that is due.
Regards,
[redacted]
To Whom It May Concern:We would like to offer this customer a full refund for the mattress pad, providing that the item is in new condition in the factory packaging. In order for the customer to receive the refund, the customer will need to bring the item into the New Rochelle store. ...
To whom it may concern,From our understanding, since you rejected the response on 1/17/2017 we have been in correspondence with you and scheduled an exchange for the defective merchandise which will be taking place on 1/26/2017. We hope this message finds you doing well, and that we are still proceeding with the resolution proposed. Have a wonderful day!
To whom this may concerns,Please be advised, [redacted] is a third-party company and we cannot rush any services that they are going to render. Typically, [redacted] sends us requests for parts and we will place the order to the name and address provided by [redacted]. However, per our records, we show parts...
for this piece are not orderable. In hopes of expediting your process with [redacted] we have sent an email advising them to contact you ASAP. Please allow [redacted] a few business days to contact you with a resolution.[redacted]'s contact information is [redacted] and their fax number for processing is ###-###-####. Best regards,Miryam C.
[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. Let it be very clear, it was not an immediate response. I’ve had to contact them on a number of occasions. The reason why I am getting a new tv stand is based on the number of phone calls I’ve had to make. The employees I’ve dealt with the most incompetent and unprofessional employees that I’ve ever encountered. No one has responded to my e-mails and every time I’ve called the responses from the representatives were ridiculous and unreasonable. I do not wish to close this case until I have had the opportunity to thoroughly inspect the furniture due to Ashley’s lack of integrity and ethics. They sent a defective item and the delivery people tried to hide damages. Additionally Ashley took almost six weeks to 1. Order my pieces and 2. Decide they would send me another tv stand. The immediate part of Ashely’s response is a total lie.
Regards,
[redacted]
To whom this may concern, We received your claim and have looked into your account for a better understanding of your situation. Upon further investigation, we see that the product in question was picked up from the home on 8/13/2016 and a full refund was provided for $ 999.33.If there are...
any other questions or concerns please contact customer care at ###-###-####Have a wonderful day.
Good Afternoon, We appreciate the opportunity to address our customers concerns. This customer has stated that there is no visibledepression, it only sinks in the middle when her elderly mother lays on themattress. When asked about what the...
mattress is on we were informed that the customer has an old frame with no center support leg.The solution for this customer is to go to the store and speak to her product specialist about purchases a new frame.We would love to partner with this customer and have them make an appointment at the store to come and purchase a bed frame to help resolve there comfort issues.
To Whom It May Concern:Thank you for taking the time to bring this matter to our attention. At Ashley Furniture we are committed to assisting you with your concerns. Please reach out to me directly, so we can evaluate your servicing issue and partner together towards a resolution. ...
I see that we closed out your previous service after the cushions that the specialist recommended were delivered. If that did not resolve your concerns, then we will need to send out another Service Specialist to evaluate the product as per our manufacturer warranty.
Complaint: [redacted]
I am rejecting this response because:
None of my pieces have been brouht up to factory standards. Coupled with the negligence of one of your techs, and the damage caused to my hard wood floors by the last tech, ashley shoukd be offering me a complete refund. If Ashley believed in the ir furniture, I should be offered a refund. No quality furniture needs tomhave their cores replaced after 3 months. The replacement pieces should have been offered at the the time I reported the quality issue as oppesed to allowing me to go thru yet another nightmare of seeing the tech strip down my brand new couches to the wood. Nothing but a full refund will satisfy me at this moment as I have suffered now formover 5 months.
Regards,
[redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced. Our delivery team picked up the table and we provided you a refund last month. Please let me know if you have any additional unresolved concerns.Thank you, [redacted]
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 you were in our New Rochelle location on 11/18/2014 at which time you made the purchase in question under [redacted] for a Queen Panel...
Bed (Package SKU# [redacted]) with a Protection Plan totaling $1,071.28 with the inclusion of the Taxable Delivery Charge and applicable sales tax. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions). Among these Terms and Conditions, we state that the acceptance of delivery by the purchaser or an authorized party formally binds all Terms and Conditions. We also include our Warranty Information, which states that we provide a 1-year limited manufacturer warranty beginning at the original delivery date which allows us to service manufacturing defects only and is applicable towards the original purchaser at the original delivery address. It also provides a brief explanation of the Protection Plan of which you speak, which is as follows: We offer a 5-year comprehensive Platinum Protection Plan that covers accidental/incidental occurrences including rips, tears, stains, punctures, scratches, burns, dents, chips, electrical components, breakage of mechanisms and more. (Plan does not cover normal wear and tear or substitute as a cleaning service.) Please refer to service agreement for coverage details. On 12/2/2014, we visited your home at which time all merchandise was accepted in good condition (formally binding all Terms and Conditions), and signed the delivery receipt. The first call we received regarding your issue was on 10/11/2016, at which time you were given the option of reaching out to Platinum Protection Services (as you were no longer covered by our 1-year limited manufacturer warranty) or taking down the phone number of one of the technicians that we work with so that you could set up service at your own expense. We received another call on 5/15/2017 with the same issue, at which time we went over the same options. The Platinum Protection Plan you purchased is managed by Platinum Protection Services. They are a separate entity, and do not operate within our Terms and Conditions. For this reason, we do suggest on our Terms and Conditions that you refer to the service agreement for coverage details. Presently, you are not entitled to service or replacement from Ashley Furniture Homestore. Platinum Protection Services operates within their own policies, and so we recommend you reach out to them directly at ###-###-####. Thank you for your time, and have a wonderful day!
To Whom It May Concern:This consumer accepted this product back on April 29th, 2016. The first indication that the consumer was not happy with the color of the product was on a phone call that took place on June 8th, 2016. Since so much time had elapsed and the consumer had an authorized...
agent accept the product, Ashley Furniture HomeStore will not authorize an exchange. In an effort to delight this guest we are willing to offer this customer a 20% discount off the sofa, loveseat and ottoman to keep the items. Please have the consumer acknowledge acceptance of the offer and we will process the paperwork.Thank you, [redacted]
To whom it may concern, We have received your complaint and, after review of your account, have come to a decision. Contrary to your statement, you do not have warranty. Our manufacturer’s warranty is a 1-year limited warranty that covers manufacturing defects only, and is applicable to the...
original purchaser at the original delivery address. For your purchase in August of 2013, you have been out of warranty for over 2 years. Our system does show that you have a 5-year Protection Plan through [redacted], which is an accidental/incidental coverage plan that covers MOST accidents and incidents not covered by the warranty. They are an independent company with their own policies. At this time there is nothing we would be able to do, however if you wish to cancel your Protection Plan you may contact them directly at ###-###-####.
To whom this may concern, We...
appreciate your time and patience, upon review of your account it seems that the two pieces are out of manufactured warranty. However, we would like to assist you with the defective pieces. We were able to receive credit for the reclining sofas. Please be aware that you may receive a call from the store to come in for a reselection. If you do not receive a call, please be aware that there will be a credit on your account for the original merchandise amount and you may go in to the New Rochelle location any day after or on 9/23/2016. Thank you.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
April 17, 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 4/13/18. Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues to return their mattress. As per our Terms and Conditions, there are no returns and all sales are final after delivery. The customer initially reported that the sides of the mattress were sinking. Due to the nature of the possible defect, we need to have an Ashley Certified Technician inspect the merchandise. If the technician confirms that the mattress is defective, we will be able to allow the customer to select a different mattress. We have reached out to the customer multiple times between 3/9/18 & 4/5/18 before closing their claim due to inactivity. The customer’s mattress is covered under a 10-Year Warranty, and can call in to re-open a service claim at their earliest convenience. 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 ###-###-####. 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 [redacted]
To Whom It May Concern:Thank you for choosing Ashley Furniture. As previously addressed, we have sent out a Furniture Specialist and the smell that you are describing is the smell of a new product. Ashley Furniture does not deem this concern as a manufacturing defect, therefore, the item is eligible for return.Have a great day, Melanie
To whom this may concern: I sincerely apologize for any inconvenience you may have experienced with Ashley furniture regarding delivery. Please be aware a member of our guest experience resolution center will be in contact with you by end of day with the information you...
have provided. Best regards,Miryam C[redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience you may have experienced. The consumer first contacted Ashley Furniture in May of 2015. His complaint was that the bed was making noise. As per our terms and conditions of our sale, we sent out a...
service specialist. The service specialist determined that the boxspring was defective and we replaced the boxspring.The customer called us back in December and stated that they were once again experiencing a noisy bed. Ashley Furniture HomeStore sent out a service specialist who determined that the issue was not the bed, but the friction between the bed and the hardwood floor. This specialist also determined that the bed was set up correctly under the manufacturing recommendations and nothing on the bed was loose or incorrectly installed. On December 30th, 2015 we offered to send the customer non-skid pads that could be installed to resolve the customer's noise complaint. The customer refused the non-skid pads and has refused subsequent offers. The concerns with this customer's bed are not manufacturing defects. Ashley Furniture offers a limited one year manufacture warranty, please click this link for the full copy:http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx At this point, the customer does not have a warranty issue and has not complied with any suggestions. Thank you, Melanie
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that this customer may have experienced. We have processed the refund to this customer's finance account and they should be able to see it reflected within 7 business days. Please let me know if you have...
any further concerns. Thank you, [redacted]
Complaint: [redacted]
I am rejecting this response because: It has now been 9 days and the credit is still not reflected in my account. This has been the same issue throughout the process. They continues to say that they will credit my account, but a credit is never realized in my account. My next steps will be hiring an attorney to receive the credit that is due.
Regards,
[redacted]
To Whom It May Concern:We would like to offer this customer a full refund for the mattress pad, providing that the item is in new condition in the factory packaging. In order for the customer to receive the refund, the customer will need to bring the item into the New Rochelle store. ...
Thank you, Melanie
To whom it may concern,From our understanding, since you rejected the response on 1/17/2017 we have been in correspondence with you and scheduled an exchange for the defective merchandise which will be taking place on 1/26/2017. We hope this message finds you doing well, and that we are still proceeding with the resolution proposed. Have a wonderful day!
To whom this may concerns,Please be advised, [redacted] is a third-party company and we cannot rush any services that they are going to render. Typically, [redacted] sends us requests for parts and we will place the order to the name and address provided by [redacted]. However, per our records, we show parts...
for this piece are not orderable. In hopes of expediting your process with [redacted] we have sent an email advising them to contact you ASAP. Please allow [redacted] a few business days to contact you with a resolution.[redacted]'s contact information is [redacted] and their fax number for processing is ###-###-####. Best regards,Miryam C.
[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. Let it be very clear, it was not an immediate response. I’ve had to contact them on a number of occasions. The reason why I am getting a new tv stand is based on the number of phone calls I’ve had to make. The employees I’ve dealt with the most incompetent and unprofessional employees that I’ve ever encountered. No one has responded to my e-mails and every time I’ve called the responses from the representatives were ridiculous and unreasonable. I do not wish to close this case until I have had the opportunity to thoroughly inspect the furniture due to Ashley’s lack of integrity and ethics. They sent a defective item and the delivery people tried to hide damages. Additionally Ashley took almost six weeks to 1. Order my pieces and 2. Decide they would send me another tv stand. The immediate part of Ashely’s response is a total lie.
Regards,
[redacted]
To whom this may concern, We received your claim and have looked into your account for a better understanding of your situation. Upon further investigation, we see that the product in question was picked up from the home on 8/13/2016 and a full refund was provided for $ 999.33.If there are...
any other questions or concerns please contact customer care at ###-###-####Have a wonderful day.
Good Afternoon, We appreciate the opportunity to address our customers concerns. This customer has stated that there is no visibledepression, it only sinks in the middle when her elderly mother lays on themattress. When asked about what the...
mattress is on we were informed that the customer has an old frame with no center support leg.The solution for this customer is to go to the store and speak to her product specialist about purchases a new frame.We would love to partner with this customer and have them make an appointment at the store to come and purchase a bed frame to help resolve there comfort issues.
To Whom It May Concern:Thank you for taking the time to bring this matter to our attention. At Ashley Furniture we are committed to assisting you with your concerns. Please reach out to me directly, so we can evaluate your servicing issue and partner together towards a resolution. ...
I see that we closed out your previous service after the cushions that the specialist recommended were delivered. If that did not resolve your concerns, then we will need to send out another Service Specialist to evaluate the product as per our manufacturer warranty.
Complaint: [redacted]
I am rejecting this response because:
None of my pieces have been brouht up to factory standards. Coupled with the negligence of one of your techs, and the damage caused to my hard wood floors by the last tech, ashley shoukd be offering me a complete refund. If Ashley believed in the ir furniture, I should be offered a refund. No quality furniture needs tomhave their cores replaced after 3 months. The replacement pieces should have been offered at the the time I reported the quality issue as oppesed to allowing me to go thru yet another nightmare of seeing the tech strip down my brand new couches to the wood. Nothing but a full refund will satisfy me at this moment as I have suffered now formover 5 months.
Regards,
[redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced. Our delivery team picked up the table and we provided you a refund last month. Please let me know if you have any additional unresolved concerns.Thank you, [redacted]