To whom this may concern: We apologize for any inconvenience this may have caused you. Unfortunately since Platinum Protection Plan is a third party company we cannot expedite nor change what their policies and terms and conditions are. Our suggestion is that our guest request a full brochure...
so they are aware of what they can and cannot service. Due to these circumstances, we will order courtesy cushions.We attempted to order these parts however the address is coming up invalid. We ask our guest to please call in to [redacted] so that we may finalize this cushion order.
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that this customer may have experienced. We checked our records and this customer does not have any open orders with our showroom. If the consumer does want to make a purchase with us in the future, please...
contact me directly so I can arrange a visit with our regional sales manager.Thank you, [redacted]
To Whom It May Concern:We apologize for any misunderstanding on behalf of the consumer. We offer a one year manufacture's warranty which covers manufacturing defects only. Ashley Furniture HomeStore also offers a five year accidental protection plan for purchase. Our accidental...
protection plan only applies if the customer experiences an incident or an accident and reports the issue under the guidelines of the contract that they mail to the consumer. When we are selling the protection plan, our sales team provides tear off sheets that provide an overview to the consumer. This customer is eligible to contact the protection plan to request a cancelation. If they decide to cancel the protection plan company will provide a prorated refund amount. If the customer has any further questions, please have them contact the customer care department at [redacted]. Thank you, [redacted]
[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. I hope that my complaint will remain open until such time as the company in fact issues me a credit.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
There is no mention that someone would come and measure my table for the correct size. I may wind up with the incorrect size again. Therefore I would prefer to have the pads that are in my home picked up and a refund given.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:First of all, we should not be responsible for your poor and inefficient record keeping system. Your system inability to track back orders older than 4 years is not our responsibility and it’s simply unacceptable and unbelievable. However, please note that your PACKING LIST attachment indicates you were able to retrieve the sales order history, which it contradicts the information provided by your representative. We are also not responsible for your system inability to retrieve the serial number of an item based on the original invoice data that we have provided over and over again. Please note we do have all our original paperwork and invoice should you needed again. In addition, your attachment labeled “parts order” search clearly indicates no replacement parts found for model, based on my experience and computer degree, I can tell you that your picture of the parts order has inaccurate information. The order number indicated in your browser query does not match any of the numbers on your screen shot. Please see my comments and green highlights on my attachment. Perhaps you simply are searching for the incorrect order number. At this point, what is the correct invoice number as it is also interesting that you input two different invoice numbers on both attachments? “Parts orders” attachment indicates invoice number [redacted] and “Packing List” attachment search indicates [redacted]. Once again, clearly something is very wrong with your search, your system and your false statements. Even more interesting is to see that you do have the manufacturer information, which Ashley representatives claimed over and over, they needed the serial number in order to determine the manufacturer in order to process my claim. It’s also very interesting and concerning to see that you have masked the manufacturer’s SKU number and all the information related to the manufacturer. In addition, your “effort” to look for parts (with wrong invoice number) to repair this sofa it’s unnecessary as the entire sofa is peeling, therefore, the entire sofa will need to be replaced. Once again, we did contacted the warranty company which clearly indicated peeling it’s a manufacturer product quality issue and therefore should be address with the vendor. We purchased this sofa from Ashley and it was sold to us as genuine leather by Ashely and Ashley representatives, not the manufacturer and therefore we demand Ashley Furniture to stand behind the product they sold and address our claim. We demand a full refund or equal value credit. At this point if you continue to fail to provide us with a fair resolution to our claim, we are willing and prepare to escalate this claim even further.
Regards,
[redacted]
To whom it may concern, After careful review of your account it was determined that you were in our Lake Grove location on 1/9/2016 at which time you made a purchase under **#[redacted]for the merchandise in question (see attached sale receipt). At the time of purchase you signed the line on the...
sales receipt that reads “Customer Acceptance of Terms & Conditions on Reverse Side.” Among the Terms and Conditions that you accepted are policies that state that the acceptance of delivery binds all Terms and Conditions, and after delivery the manufacturer’s warranty applies only. Our manufacturer’s warranty states that we will service manufacturing defects only at no cost to the customer for a 1-year period beginning at the date of delivery and applicable to the original purchaser at the original delivery address. Also listed in our policies is our return policy which states that we do not accept the return of any merchandise after delivery has been made. On 3/1/2016, you accepted all merchandise in good condition and signed the delivery receipt. As previously stated this binded the Terms and Conditions that were accepted. On 12/30/2016 you called into our Customer Care office at which time we opened a claim due to bubbling on the table-top, and requested pictures to verify the stated defect/damage. Upon reviewing pictures, we scheduled you with a craftsman to determine whether the defect/damage could be repaired. At the request of the craftsman following the service, we authorized a credit for you to select a new table. You had initially declined this offer as you wanted the entire Dining Room Set to be picked up. Since then, you have accepted a successful exchange of the table which took place on 2/14/2017. We have resolved the issues listed in your complaint in accordance with our Terms and Conditions, as we serviced manufacturing defects only. There were no reported defects with any other items included in the Dining Room Set, and we did not allow the return of those items for a credit due to the fact that we do not accept the return of any merchandise after delivery has been made. At this time, you have a brand new table in your possession, and we have not been contacted with any issues since the exchange took place. Thank you for your time, and have a wonderful day!
July 10, 2017
Revdex.com Serving New Jersey
1262 Whitehorse-Hamilton Square Rd
Building A, Suite 202
Hamilton, NJ 08690
Re: Revdex.com Customer Comment
Case: [redacted]
Dear [redacted]:
Thank you for contacting our Customer Care Corporate Office regarding case # [redacted]...
submitted on 6/27/2017.
Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues for an exchange due to damaged goods received upon delivery. Please view attached terms and conditions for options available at time of delivery, if damaged merchandise are brought during delivery. Our position on this matter has not changed since it’s last correspondence to the consumer on May 19th, 2017.
Please be aware we have attempted to contact the guest multiple times and left messages on 5/19/17, 6/21/17, 6/22/17, 6/30/17, and 7/06/17. Per our records, we show that the guest has accepted service, and that a technician was scheduled for 7/08/2017. We have yet to receive the master craftsman’s report, however, once this does become available we are more than willing to review the information with the guest as well as submitting to the Revdex.com. Once the report is available, we will once again attempt to contact our guest and discuss further options.
Again, thank you for contacting FDE Ashley Furniture Homestores and allowing us an opportunity to respond.
Respectfully submitted,
Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore
[redacted]) [redacted] – [redacted]
Complaint: [redacted]
I am rejecting this response because:With the help of my advocate I am writing you back in regards to this matter. As stated, I do not speak English and do not understand they were given me a floor sample. My perception was that I was getting new furniture, if that was the case I could have received used furniture from donations. From this letter I now being notified it was a third party. Therefore, I understand that I received a delivery from a third party but why am I being held responsible for that. I did not hired a third party to deliver my furniture. It was the duty of them to deliver my future. Now I am also aware that there is a protection agreement something again that I did not agree to. If you can please resolve this matter. I am just trying to return back this furniture. Everything was against my will and language barrier was a major part on this. I will appreciated if people would not take advantage of me because of my second language. I decided to keep the bedroom set to meet them half way although it came with damages.
Regards,
[redacted]
rejecting this response because: ASHLEY FURNITURE HAS A PATTERN OF SAYING ONE THING, BUT NEVER FOLLOWING THRU ON THEIR WORD. IT IS ABSOLUTELY NOT TRUE WHAT THIS MELANIE PERSON SAID. I HAVE NEVER RECEIVED A PHONE CALL AS OF YET FROM THEM. I WAS TOLD BY A MANAGER NAMED SAHAR THAT SHE WILL PLACE AN ORDER FOR REPLACEMENT SAFA ON 10/26/15 AND SOMEONE WILL CALL ME BACK. BUT OF COURSE IT WAS LL A LIE AND NO ONE HAS MADE AN ATTEMPT TO CALL ME. ASHLEY FURNITURE IS PLAYING GAMES WITH ME AND THIS IS NO LONGER ACCEPTABLE. I WANT MY SOFA REPLACED NOW!!!!
To whom it may concern, After careful review of your account, we have made a determination regarding your complaint. It was determined that you were in our Paramus Showroom on 1/1/2014 at which time the purchase in question was made for 2 different bedroom sets. At the time of purchase, you are...
provided with a copy of the sale receipt which has the Terms and Conditions attached on the back (please see attached 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 1/18/2014, we were at your home at which time you accepted all merchandise in good condition (formally binding all Terms and Conditions). In accordance with the accepted and binded Terms and Conditions, your manufacturer’s warranty expired as of 1/19/2015. At this time, you are not covered by the manufacturer’s warranty, and therefore are not entitled to any service from Ashley Furniture Homestore. The company that provides the Protection Plan you purchased is Platinum. They are a separate entity which does not operate within our Terms and Conditions, and have their own policies of which we have no control over. At this time, we advise you contact Platinum at ###-###-#### if you wish to seek further assistance. Thank you for your time, and have a wonderful day!
March 28, 2018 Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Rd Building A, Suite 202 Hamilton, NJ 08690 Re: Revdex.com Customer Comment Case: [redacted] To whom this may concern: Thank you for contacting our Customer Care...
Corporate Office regarding case # [redacted] received on 3/23/18. Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest states that they are still waiting merchandise that was refused at the time of delivery on 2/22/18. SKU# T719-9 (Lift Top Cocktail Table), SKU# T719-3 (Rectangular End Table) and SKU# 719-7 (Chair Side End Table). Our guest came to our Middletown location on 3/11/18 and cancelled the refused items. The customer was then refunded $1124.46 back to their credit card and signed the receipt. The customer only paid for the items that were successfully delivered. We regret this may not be the response our guest hoped to receive; however, we have refunded them for the returned merchandise and if they are still interested in purchasing these items we would be more than happy to create a new sale. If you have any other questions please contact our Customer Care Center at [redacted]. 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] Tell us why here...
am rejecting this response because:I have given this busines my phone numbers ( cells or my wife and I the phone numbers of home and office ) I have provided the invoice numbers and dates of delivery to the main office in NJ the place of purchase in [redacted] several times I have been offering everything that ask for and in return I have been spoken to in very rude tones threatened with credit score value drops and basicly hung up on on several accounts. I still have a broken sleeper sofa in my house for way to many days I am fully aware of the 90 day that they have to wait to answer and I am sure they will wait the entire 90 in hopes the couch gets further damaged so it becomes my problem. There is n way a chain this big with the ego of great furniture be this slow and incompetent to its customers. Now it's said they don't know me by name or number that's ok I too can play the game I'll hold as long as possible then discard the couch providing I win with master card and buy a new sofa set. And to top it all off the one couch that was ok is now starting show signs of distress. Once all is over with I will do whatever is possible to spread the word of the poor quality, poor customer service, and horrible craftsmanship of Ashley's product I cureny have a few to the ears of 7,000 employees at work as well as over thousands of firefighters through social media, and newspapers. Maybe now thay will find my info if not thanks for the free couch.
To whom it may concern,In regards to the ongoing situation with your peeling sectional, we are willing to make an exception as a one time courtesy in an effort to delight you as our customer. This is not something you are entitled to (as was explained previously) for the reason that generally we only provide a 1 year manufacturer's warranty to cover manufacturing defects. Since this was purchased in 2012 you are not entitled to any service. The manufacturer has allowed us to submit claims directly to them for peeling leather however we do have to submit the claim with pictures of the serial number, as that number acts as a fingerprint to verify that it was, in fact, purchased from an Ashley Furniture Homestore franchise. In this regard, all previous information supplied to you was accurate. Despite this, we have worked with our management team and will be giving back full credit for the 2 pieces of your sectional. We will not require a return of the sectional you are currently in possession of and are not responsible for the disposal of these items. You will be contacted as soon as the credit is available in the system at which time you will be able to go into an Ashley Furniture Homestore within our franchise to select a new living room set. You will have a month to reselect from the date that the credit becomes available. In regards to the Protection Plan you purchased, we urge you to contact the company directly if you wish to cancel, as they are independently operational and we would not have access to their files or systems. We hope this resolution will quell your concerns. Thank you and have a wonderful day!
To Whom It May Concern:Fabric pilling may be due to a variety of reasons. Pilling can be environmental, due to a pet (i.e. cat with nails) or related to the actual fabric materials used. In some products these variations are considered the beauty of the actual piece. Ashley Furniture has replaced this unit as a one time courtesy prior even though the customer's concern is not an actual manufacturing defect per the manufacturer warranty. At this point, we were trying to offer the customer additional options to resolve the concern that they have on their item and the customer is not satisfied with those options.
April 13, 2018 Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square RdBuilding A, Suite 202Hamilton, NJ 08690 Re: [redacted] Case: [redacted] To whom it may concern: Thank you for contacting our Customer Care...
Corporate Office regarding case # [redacted] received on 4/12/18. Ashley Furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest states that her TV Stand was defective and missing hardware. We immediately ordered the missing parts for the customer and sent an Ashley Certified Technician to the home to service the merchandise. At that time the technician noticed that there was a defect. We have authorized an Even Exchange for the customer. The customer will be able to schedule a delivery date where we will also pick up the previous merchandise. We are more than happy to continue assisting the customer as per our Manufacturer’s Warranty and Terms and Conditions allow. Respectfully submitted, Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore [redacted] [redacted]
To whom this may concern: We apologize for any inconvenience this may have caused you. Unfortunately since Platinum Protection Plan is a third party company we cannot expedite nor change what their policies and terms and conditions are. Our suggestion is that our guest request a full brochure...
so they are aware of what they can and cannot service. Due to these circumstances, we will order courtesy cushions.We attempted to order these parts however the address is coming up invalid. We ask our guest to please call in to [redacted] so that we may finalize this cushion order.
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that this customer may have experienced. We checked our records and this customer does not have any open orders with our showroom. If the consumer does want to make a purchase with us in the future, please...
contact me directly so I can arrange a visit with our regional sales manager.Thank you, [redacted]
To Whom It May Concern:We apologize for any misunderstanding on behalf of the consumer. We offer a one year manufacture's warranty which covers manufacturing defects only. Ashley Furniture HomeStore also offers a five year accidental protection plan for purchase. Our accidental...
protection plan only applies if the customer experiences an incident or an accident and reports the issue under the guidelines of the contract that they mail to the consumer. When we are selling the protection plan, our sales team provides tear off sheets that provide an overview to the consumer. This customer is eligible to contact the protection plan to request a cancelation. If they decide to cancel the protection plan company will provide a prorated refund amount. If the customer has any further questions, please have them contact the customer care department at [redacted]. Thank you, [redacted]
[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. I hope that my complaint will remain open until such time as the company in fact issues me a credit.
Regards,
[redacted]
To Whom It May Concern:This customer accepted an exchange on 11/6/15. Please let me know if I can assist you further.Thanks,Melanie
Complaint: [redacted]
I am rejecting this response because: There is still a odor coming from this chair.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
There is no mention that someone would come and measure my table for the correct size. I may wind up with the incorrect size again. Therefore I would prefer to have the pads that are in my home picked up and a refund given.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:First of all, we should not be responsible for your poor and inefficient record keeping system. Your system inability to track back orders older than 4 years is not our responsibility and it’s simply unacceptable and unbelievable. However, please note that your PACKING LIST attachment indicates you were able to retrieve the sales order history, which it contradicts the information provided by your representative. We are also not responsible for your system inability to retrieve the serial number of an item based on the original invoice data that we have provided over and over again. Please note we do have all our original paperwork and invoice should you needed again. In addition, your attachment labeled “parts order” search clearly indicates no replacement parts found for model, based on my experience and computer degree, I can tell you that your picture of the parts order has inaccurate information. The order number indicated in your browser query does not match any of the numbers on your screen shot. Please see my comments and green highlights on my attachment. Perhaps you simply are searching for the incorrect order number. At this point, what is the correct invoice number as it is also interesting that you input two different invoice numbers on both attachments? “Parts orders” attachment indicates invoice number [redacted] and “Packing List” attachment search indicates [redacted]. Once again, clearly something is very wrong with your search, your system and your false statements. Even more interesting is to see that you do have the manufacturer information, which Ashley representatives claimed over and over, they needed the serial number in order to determine the manufacturer in order to process my claim. It’s also very interesting and concerning to see that you have masked the manufacturer’s SKU number and all the information related to the manufacturer. In addition, your “effort” to look for parts (with wrong invoice number) to repair this sofa it’s unnecessary as the entire sofa is peeling, therefore, the entire sofa will need to be replaced. Once again, we did contacted the warranty company which clearly indicated peeling it’s a manufacturer product quality issue and therefore should be address with the vendor. We purchased this sofa from Ashley and it was sold to us as genuine leather by Ashely and Ashley representatives, not the manufacturer and therefore we demand Ashley Furniture to stand behind the product they sold and address our claim. We demand a full refund or equal value credit. At this point if you continue to fail to provide us with a fair resolution to our claim, we are willing and prepare to escalate this claim even further.
Regards,
[redacted]
To whom it may concern, After careful review of your account it was determined that you were in our Lake Grove location on 1/9/2016 at which time you made a purchase under **#[redacted]for the merchandise in question (see attached sale receipt). At the time of purchase you signed the line on the...
sales receipt that reads “Customer Acceptance of Terms & Conditions on Reverse Side.” Among the Terms and Conditions that you accepted are policies that state that the acceptance of delivery binds all Terms and Conditions, and after delivery the manufacturer’s warranty applies only. Our manufacturer’s warranty states that we will service manufacturing defects only at no cost to the customer for a 1-year period beginning at the date of delivery and applicable to the original purchaser at the original delivery address. Also listed in our policies is our return policy which states that we do not accept the return of any merchandise after delivery has been made. On 3/1/2016, you accepted all merchandise in good condition and signed the delivery receipt. As previously stated this binded the Terms and Conditions that were accepted. On 12/30/2016 you called into our Customer Care office at which time we opened a claim due to bubbling on the table-top, and requested pictures to verify the stated defect/damage. Upon reviewing pictures, we scheduled you with a craftsman to determine whether the defect/damage could be repaired. At the request of the craftsman following the service, we authorized a credit for you to select a new table. You had initially declined this offer as you wanted the entire Dining Room Set to be picked up. Since then, you have accepted a successful exchange of the table which took place on 2/14/2017. We have resolved the issues listed in your complaint in accordance with our Terms and Conditions, as we serviced manufacturing defects only. There were no reported defects with any other items included in the Dining Room Set, and we did not allow the return of those items for a credit due to the fact that we do not accept the return of any merchandise after delivery has been made. At this time, you have a brand new table in your possession, and we have not been contacted with any issues since the exchange took place. Thank you for your time, and have a wonderful day!
July 10, 2017
Revdex.com Serving New Jersey
1262 Whitehorse-Hamilton Square Rd
Building A, Suite 202
Hamilton, NJ 08690
Re: Revdex.com Customer Comment
Case: [redacted]
Dear [redacted]:
Thank you for contacting our Customer Care Corporate Office regarding case # [redacted]...
submitted on 6/27/2017.
Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues for an exchange due to damaged goods received upon delivery. Please view attached terms and conditions for options available at time of delivery, if damaged merchandise are brought during delivery. Our position on this matter has not changed since it’s last correspondence to the consumer on May 19th, 2017.
Please be aware we have attempted to contact the guest multiple times and left messages on 5/19/17, 6/21/17, 6/22/17, 6/30/17, and 7/06/17. Per our records, we show that the guest has accepted service, and that a technician was scheduled for 7/08/2017. We have yet to receive the master craftsman’s report, however, once this does become available we are more than willing to review the information with the guest as well as submitting to the Revdex.com. Once the report is available, we will once again attempt to contact our guest and discuss further options.
Again, thank you for contacting FDE Ashley Furniture Homestores and allowing us an opportunity to respond.
Respectfully submitted,
Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore
[redacted]) [redacted] – [redacted]
Complaint: [redacted]
I am rejecting this response because:With the help of my advocate I am writing you back in regards to this matter. As stated, I do not speak English and do not understand they were given me a floor sample. My perception was that I was getting new furniture, if that was the case I could have received used furniture from donations. From this letter I now being notified it was a third party. Therefore, I understand that I received a delivery from a third party but why am I being held responsible for that. I did not hired a third party to deliver my furniture. It was the duty of them to deliver my future. Now I am also aware that there is a protection agreement something again that I did not agree to. If you can please resolve this matter. I am just trying to return back this furniture. Everything was against my will and language barrier was a major part on this. I will appreciated if people would not take advantage of me because of my second language. I decided to keep the bedroom set to meet them half way although it came with damages.
Regards,
[redacted]
I am...
rejecting this response because: ASHLEY FURNITURE HAS A PATTERN OF SAYING ONE THING, BUT NEVER FOLLOWING THRU ON THEIR WORD. IT IS ABSOLUTELY NOT TRUE WHAT THIS MELANIE PERSON SAID. I HAVE NEVER RECEIVED A PHONE CALL AS OF YET FROM THEM. I WAS TOLD BY A MANAGER NAMED SAHAR THAT SHE WILL PLACE AN ORDER FOR REPLACEMENT SAFA ON 10/26/15 AND SOMEONE WILL CALL ME BACK. BUT OF COURSE IT WAS LL A LIE AND NO ONE HAS MADE AN ATTEMPT TO CALL ME. ASHLEY FURNITURE IS PLAYING GAMES WITH ME AND THIS IS NO LONGER ACCEPTABLE. I WANT MY SOFA REPLACED NOW!!!!
To whom it may concern, After careful review of your account, we have made a determination regarding your complaint. It was determined that you were in our Paramus Showroom on 1/1/2014 at which time the purchase in question was made for 2 different bedroom sets. At the time of purchase, you are...
provided with a copy of the sale receipt which has the Terms and Conditions attached on the back (please see attached 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 1/18/2014, we were at your home at which time you accepted all merchandise in good condition (formally binding all Terms and Conditions). In accordance with the accepted and binded Terms and Conditions, your manufacturer’s warranty expired as of 1/19/2015. At this time, you are not covered by the manufacturer’s warranty, and therefore are not entitled to any service from Ashley Furniture Homestore. The company that provides the Protection Plan you purchased is Platinum. They are a separate entity which does not operate within our Terms and Conditions, and have their own policies of which we have no control over. At this time, we advise you contact Platinum at ###-###-#### if you wish to seek further assistance. Thank you for your time, and have a wonderful day!
March 28, 2018 Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Rd Building A, Suite 202 Hamilton, NJ 08690 Re: Revdex.com Customer Comment Case: [redacted] To whom this may concern: Thank you for contacting our Customer Care...
Corporate Office regarding case # [redacted] received on 3/23/18. Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest states that they are still waiting merchandise that was refused at the time of delivery on 2/22/18. SKU# T719-9 (Lift Top Cocktail Table), SKU# T719-3 (Rectangular End Table) and SKU# 719-7 (Chair Side End Table). Our guest came to our Middletown location on 3/11/18 and cancelled the refused items. The customer was then refunded $1124.46 back to their credit card and signed the receipt. The customer only paid for the items that were successfully delivered. We regret this may not be the response our guest hoped to receive; however, we have refunded them for the returned merchandise and if they are still interested in purchasing these items we would be more than happy to create a new sale. If you have any other questions please contact our Customer Care Center at [redacted]. 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] Tell us why here...
To Whom It May Concern:The position of Ashley Furniture HomeStores remains the same.Thank you, Melanie
I...
am rejecting this response because:I have given this busines my phone numbers ( cells or my wife and I the phone numbers of home and office ) I have provided the invoice numbers and dates of delivery to the main office in NJ the place of purchase in [redacted] several times I have been offering everything that ask for and in return I have been spoken to in very rude tones threatened with credit score value drops and basicly hung up on on several accounts. I still have a broken sleeper sofa in my house for way to many days I am fully aware of the 90 day that they have to wait to answer and I am sure they will wait the entire 90 in hopes the couch gets further damaged so it becomes my problem. There is n way a chain this big with the ego of great furniture be this slow and incompetent to its customers. Now it's said they don't know me by name or number that's ok I too can play the game I'll hold as long as possible then discard the couch providing I win with master card and buy a new sofa set. And to top it all off the one couch that was ok is now starting show signs of distress. Once all is over with I will do whatever is possible to spread the word of the poor quality, poor customer service, and horrible craftsmanship of Ashley's product I cureny have a few to the ears of 7,000 employees at work as well as over thousands of firefighters through social media, and newspapers. Maybe now thay will find my info if not thanks for the free couch.
Thank you for your response. Please feel free to contact me directly at [redacted] Ext [redacted]. Thank you, Melanie
To whom it may concern,In regards to the ongoing situation with your peeling sectional, we are willing to make an exception as a one time courtesy in an effort to delight you as our customer. This is not something you are entitled to (as was explained previously) for the reason that generally we only provide a 1 year manufacturer's warranty to cover manufacturing defects. Since this was purchased in 2012 you are not entitled to any service. The manufacturer has allowed us to submit claims directly to them for peeling leather however we do have to submit the claim with pictures of the serial number, as that number acts as a fingerprint to verify that it was, in fact, purchased from an Ashley Furniture Homestore franchise. In this regard, all previous information supplied to you was accurate. Despite this, we have worked with our management team and will be giving back full credit for the 2 pieces of your sectional. We will not require a return of the sectional you are currently in possession of and are not responsible for the disposal of these items. You will be contacted as soon as the credit is available in the system at which time you will be able to go into an Ashley Furniture Homestore within our franchise to select a new living room set. You will have a month to reselect from the date that the credit becomes available. In regards to the Protection Plan you purchased, we urge you to contact the company directly if you wish to cancel, as they are independently operational and we would not have access to their files or systems. We hope this resolution will quell your concerns. Thank you and have a wonderful day!
To Whom It May Concern:Fabric pilling may be due to a variety of reasons. Pilling can be environmental, due to a pet (i.e. cat with nails) or related to the actual fabric materials used. In some products these variations are considered the beauty of the actual piece. Ashley Furniture has replaced this unit as a one time courtesy prior even though the customer's concern is not an actual manufacturing defect per the manufacturer warranty. At this point, we were trying to offer the customer additional options to resolve the concern that they have on their item and the customer is not satisfied with those options.
April 13, 2018 Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square RdBuilding A, Suite 202Hamilton, NJ 08690 Re: [redacted] Case: [redacted] To whom it may concern: Thank you for contacting our Customer Care...
Corporate Office regarding case # [redacted] received on 4/12/18. Ashley Furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest states that her TV Stand was defective and missing hardware. We immediately ordered the missing parts for the customer and sent an Ashley Certified Technician to the home to service the merchandise. At that time the technician noticed that there was a defect. We have authorized an Even Exchange for the customer. The customer will be able to schedule a delivery date where we will also pick up the previous merchandise. We are more than happy to continue assisting the customer as per our Manufacturer’s Warranty and Terms and Conditions allow. Respectfully submitted, Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore [redacted] [redacted]