Good Morning, I can see how this is a frustrating situation. A good nights rest is important and we would like be able to assist you in getting that. We have filed a request with the manufacture to allow us to give the customer a reselection. The legal law tags have been removed and this makes in...
very difficult to honor a reselection. According to the technicians report the mattress depression is 1 1/4, we requires a 1 1/2 depression and the mattress is clean and free from stains. We will continue to follow up with the manufacture and keep you updated, you can expect a call from my office by the end of the week. Thank you [redacted]
To Whom It May Concern:We apologize that Mr. [redacted] is having this issue. We will be providing Mr. [redacted] a credit that he can use towards the purchase of a new living room set. We do not want the product that is failing to be returned to us, so Mr. [redacted] can donate it if he would...
like. The new purchase would need to either be picked up in our distribution center in Edison, NJ or Mr. [redacted] would be responsible to pay the delivery charges.Thank you, Melanie
To whom this may concern: Unfortunately, reviewing an invoice online might not provide any clarification for our guest. Please provide me with your best availability and best contact number so we may discuss your concerns. If possible please forward your original invoice, if...
not I will have to request all original paperwork from your location. I look forward to speaking with you, and thank you for allowing me an opportunity to assist!
To Whom It May Concern:The customer did purchase a protection plan that is serviced by [redacted]. The customer can contact them directly at ###-###-####. Please note a protection plan covers accidents and incidents throughout the first five years that the customer owns the product. ...
The customer should have a contract that explains all of the details of the terms and conditions. This particular guest also contacted our customer care center and we ordered some parts as a courtesy. These parts are in transit and should be received today or tomorrow.Thank you, Melanie
[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]
To whom this may concern, Upon further review of the account, I found that we have attempted to assist our guest with the leather peeling issue. Unfortunately, since the serial numbers cannot be provided we are unable to give a request for a credit. We attempted to find the serial numbers...
through the manufacturer, but were unable to attain the numbers with the information provided. When this failed, we offered to repair the piece, although it is out of the warranty for repairs, since the serial numbers could not be found the next step was to bring the piece up to showroom standards by servicing and replacing the parts that are peeling. The guest refused to the service, but we assure we have attempted to service the customer and this piece.
I just spoke with Meline at Ashley and so far this complaint is NOT satisfied ! They have very few ( real ) leather options of furniture at Ashley. I did find a set ( lenoris set) and wanted to see it before I purchased ( again this is going to cost me more money) I thought I could work with them. I Went to 2 of their locations and neither had one on display . I asked if they were getting any in and Meline could not say, she called me back and said the closes est store is in Westchester county some 50+ miles away that had one. other than that there was nothing else they could do. I asked Meline if she could find out and let me know if their Lake grove store would be getting one in the near future and I would wait a little while to go see it. I am waiting for her to and let me know. Store credit is fine as long as there is something that I like and can see. at this time a refund may be the only way to fix this where I can go and sit on the furniture, like I did when I bought this and every other piece of furniture. Please re open , I think that may be the only way I get a response . Although courteous, She did mention that the complaint was satisfied by the B.B.B . I found a set online , tried to look at it , I have been trying to work with them , but at this time store credit for something I cannot see is not being treated fairly, give me a refund and I will have to shop some where else.
Complaint: [redacted]
I am rejecting this response because: Ashley Furniture time lines on when I started to make the calls is not correct. Also there response on how they were going to solve the issue is also incorrect. It is as if were are talking with to different parties.
Regards,
[redacted]
To whom this may concern, Upon further review of your account we have come to find we sent a technician on 8/09/2016 to bring your furniture up to showroom standards. In regards to the accent chairs, we show that the tech was able to buy wood and correct the issue with the frame of the accent...
chairs. Please see photos attached of accent chair flat on floor after repairs. He was also able to pull the fabric tight on the chaise to fix the “puckering” or looseness of the material, please view attached pictures of before and after repairs of tech. On that same report of 8/09/2016 it states the tech did not need to install new arms, he was able to tighten the fabric, we left the fabric with the guest as a courtesy. He advised customer that this is the way the material is made; as well that the pilling of the fabric will eventually stop. However, we did order two new cushions for our guest to replace the seats with the pilling issue of the accent chairs. Our guest was not satisfied with the repairs provided, so we scheduled another technician to go out and inspect the work done. On the report, it states the customer does not like the wrinkles and tech attempted to tighten fabric again but the guest rejected the service. The tech states all the fabric needs are extra staples to secure placement. At the time of sale, we provide our guests with our terms and conditions on the back of every receipt. Please see Terms and Conditions attached, we circled the area where we state there are no returns of merchandise along with the warranty information that states we only provide service once furniture is accepted into the home. If the guest would allow us to send the tech again, we can install the arms that the guest still has if that’s something she would like, and he could tighten the fabric that the tech states IS repairable. We also revealed that this guest called in regards to their protection plan which is a third party company. Any claims that are opened with them are not in our system. If the guest has any questions with claims they may have opened with their protection plan they must reach them directly at ###-###-####. Thank you
To whom this may concern, We have taken the time to look into your account and the paperwork seems to match up correctly, have you tried contacting Synchrony directly? We left a message on the phone number provided so we can discuss and go over the transactions you have and what we have on...
file, hopefully this helps correct any confusion. Please call the number that we have provided on the voicemail and ask to speak directly with [redacted] so she may partner with you and come to a resolution. Have a wonderful evening
I am rejecting this response because:This is not the first time they've been out at our home to fix a problem. I feel there using this one issue to cover up all the rest.
Regards,
Good Afternoon, We can recommend contacting a trained independent craftsman that works regularly with Ashley Home Stores. KDS - ###-###-####, please make note that the terms of the warranty state that Ashley is not responsible for labor, packing and all shipping transportation costs. LIMITED WARRANTIESLimited Warranties are non-transferable. The following Limited Warranties are given to the original retail purchaser of the following Ashley Furniture Industries, Inc. Products:Frames Used In Upholstered and Leather ProductsLimited Lifetime WarrantyA Limited Lifetime Warranty applies to all frames used in sofas, couches, love seats, upholstered chairs, ottomans, sectionals, and sleepers. Ashley Furniture Industries, Inc. warrants these components to you, the original retail purchaser, to be free from material manufacturing defects. Lifetime means the normal useful life of the product. Ashley Furniture Industries, Inc. will pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., or a repair center designated by the Customer Service Department of Ashley Furniture Industries, Inc., at no charge to the original retail purchaser. After one year from the date of purchase, the frame warranty covers replacement parts only, and the original retail purchaser will be responsible for labor, packing, and all shipping and transportation costs.
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced. We would be happy to set up your exchange at another time. At this point, based on the terms and conditions of the sale, we would not be able to accommodate a return.Thank you,...
I am rejecting this response because:
I don't want to close the complaint yet because Ashley hasn't made the effort to contact us...
directly and resolve the issue. I'm wary that if I accept their response now, after several days there still won't be a resolution. I want them to deliver our item now or if not, give us back our money with the insurance portion amount.Thank you.
To whom it may concern,You are absolutely right, as 2 claims were opened under your account (Please see attached documents). One was opened under Service Request # [redacted] on 9/16/2013 at which time we requested pictures of the damages so that we could determine the nature of the issue and proceed accordingly. We received no pictures and left a message to which there was no response, and so your request was inherently closed. The second claim was opened under Service Request # [redacted] on 4/22/2014 at which time we once again request pictures and stated we would order parts after receiving pictures. Once again the purpose of these pictures is to assess the damage so that we can order the correct parts. The following day we left a message on your voice mail to remind you to send in pictures. We left another message on 4/23/2014. On 4/25/2014 we left a message and sent an email reminder, to which we received no response. On 4/29/2014 we left another message to request pictures and we offered to re-open the claim once pictures were sent in. Since then we have not heard from you until we received your complaint to the Revdex.com. We did attempt to address your issues within your warranty period, however, due to you being unresponsive and not following our claim process, both claims were closed. At this time you are well out of your warranty period, and so we will not be able to open another claim. If you wish to call into our Customer Care office (###-###-####), we can provide you with information for you to contact craftsmen that we work with for repairs. Any repairs they would make would be out-of-pocket expenses, as you are not covered under warranty. Thank you for your time, and have wonderful day!
To whom this may concern, I apologize for any inconvenience we may have caused you and your family. Upon review of the account, I see we have attempted delivery twice. We will certainly refund your delivery for the inconvenience, please be aware someone will reach out to you for information...
on the original form of payment. Ashley furniture will also contact you in regards to the new delivery. Ashley furniture would like to partner with you to turn this experience around and finally get your brand new furniture in your home. We appreciate your time and patience
To Whom It May Concern:Thank you for contacting Ashley Furniture HomeStore. We apologize for any inconvenience that you have experienced. This consumer and the sales manager have worked through a resolution. The customer has reselected and should be scheduled for a new delivery...
To whom it may concern,We are very empathetic with your experience and the issues that have occurred. Even though the representative you spoke with was correct in saying that we do not accept the return of any merchandise after the acceptance of delivery (this is in accordance with our Terms and...
Conditions), we have reviewed your account with the management team in the hopes of making an exception, and are indeed prepared to offer you a reselection for the Trundle Underbed Storage (SKU# B131-60). We are in the works of submitting the necessary paperwork on our end to make this possible for you and will be reaching out to you when the credit is available at the store for you to select the chest you desire in place of the storage unit. Thank you for your time and have a wonderful day.
To Whom It May Concern:Thank you for your inquiry. Ashley Furniture HomeStore offers this table with two 18" leaf extensions. This table will wobbly when the table is extended because of the pedestal design. Since the customer was not originally happy with the table...
and we were trying to satisfy her, we have replaced this customer's table at two different times in both June and July. Each time the customer has accepted the table and found fault in the unit after the delivery team has left. We have sent service specialists who have determined that item is up to manufacturing standards and does not have a manufacturing defect. At this point, this is a preference and would not be covered under the one year limited manufacture warranty. Ashley Furniture has tried to satisfy this customer since October 2014. Thank you, Melanie
To Whom It May Concern:Our specialist determined that the items in this customer's home had excessive damage. This damage has been determined to be customer abuse. The protection plan covers accidents and incidents. The Ashley Furniture Warranty covers normal household usage. This customer made this purchase in April 2014 and the damage is so extensive that it can only be categorized as customer abuse. At this point, we cannot repair items that have such blatant abuse.Thank you, Melanie
Good Morning, I can see how this is a frustrating situation. A good nights rest is important and we would like be able to assist you in getting that. We have filed a request with the manufacture to allow us to give the customer a reselection. The legal law tags have been removed and this makes in...
very difficult to honor a reselection. According to the technicians report the mattress depression is 1 1/4, we requires a 1 1/2 depression and the mattress is clean and free from stains. We will continue to follow up with the manufacture and keep you updated, you can expect a call from my office by the end of the week. Thank you [redacted]
To Whom It May Concern:We apologize that Mr. [redacted] is having this issue. We will be providing Mr. [redacted] a credit that he can use towards the purchase of a new living room set. We do not want the product that is failing to be returned to us, so Mr. [redacted] can donate it if he would...
like. The new purchase would need to either be picked up in our distribution center in Edison, NJ or Mr. [redacted] would be responsible to pay the delivery charges.Thank you, Melanie
To whom this may concern: Unfortunately, reviewing an invoice online might not provide any clarification for our guest. Please provide me with your best availability and best contact number so we may discuss your concerns. If possible please forward your original invoice, if...
not I will have to request all original paperwork from your location. I look forward to speaking with you, and thank you for allowing me an opportunity to assist!
To Whom It May Concern:The customer did purchase a protection plan that is serviced by [redacted]. The customer can contact them directly at ###-###-####. Please note a protection plan covers accidents and incidents throughout the first five years that the customer owns the product. ...
The customer should have a contract that explains all of the details of the terms and conditions. This particular guest also contacted our customer care center and we ordered some parts as a courtesy. These parts are in transit and should be received today or tomorrow.Thank you, Melanie
[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]
To whom this may concern, Upon further review of the account, I found that we have attempted to assist our guest with the leather peeling issue. Unfortunately, since the serial numbers cannot be provided we are unable to give a request for a credit. We attempted to find the serial numbers...
through the manufacturer, but were unable to attain the numbers with the information provided. When this failed, we offered to repair the piece, although it is out of the warranty for repairs, since the serial numbers could not be found the next step was to bring the piece up to showroom standards by servicing and replacing the parts that are peeling. The guest refused to the service, but we assure we have attempted to service the customer and this piece.
I just spoke with Meline at Ashley and so far this complaint is NOT satisfied ! They have very few ( real ) leather options of furniture at Ashley. I did find a set ( lenoris set) and wanted to see it before I purchased ( again this is going to cost me more money) I thought I could work with them. I Went to 2 of their locations and neither had one on display . I asked if they were getting any in and Meline could not say, she called me back and said the closes est store is in Westchester county some 50+ miles away that had one. other than that there was nothing else they could do. I asked Meline if she could find out and let me know if their Lake grove store would be getting one in the near future and I would wait a little while to go see it. I am waiting for her to and let me know. Store credit is fine as long as there is something that I like and can see. at this time a refund may be the only way to fix this where I can go and sit on the furniture, like I did when I bought this and every other piece of furniture. Please re open , I think that may be the only way I get a response . Although courteous, She did mention that the complaint was satisfied by the B.B.B . I found a set online , tried to look at it , I have been trying to work with them , but at this time store credit for something I cannot see is not being treated fairly, give me a refund and I will have to shop some where else.
Complaint: [redacted]
I am rejecting this response because: Ashley Furniture time lines on when I started to make the calls is not correct. Also there response on how they were going to solve the issue is also incorrect. It is as if were are talking with to different parties.
Regards,
[redacted]
To whom this may concern, Upon further review of your account we have come to find we sent a technician on 8/09/2016 to bring your furniture up to showroom standards. In regards to the accent chairs, we show that the tech was able to buy wood and correct the issue with the frame of the accent...
chairs. Please see photos attached of accent chair flat on floor after repairs. He was also able to pull the fabric tight on the chaise to fix the “puckering” or looseness of the material, please view attached pictures of before and after repairs of tech. On that same report of 8/09/2016 it states the tech did not need to install new arms, he was able to tighten the fabric, we left the fabric with the guest as a courtesy. He advised customer that this is the way the material is made; as well that the pilling of the fabric will eventually stop. However, we did order two new cushions for our guest to replace the seats with the pilling issue of the accent chairs. Our guest was not satisfied with the repairs provided, so we scheduled another technician to go out and inspect the work done. On the report, it states the customer does not like the wrinkles and tech attempted to tighten fabric again but the guest rejected the service. The tech states all the fabric needs are extra staples to secure placement. At the time of sale, we provide our guests with our terms and conditions on the back of every receipt. Please see Terms and Conditions attached, we circled the area where we state there are no returns of merchandise along with the warranty information that states we only provide service once furniture is accepted into the home. If the guest would allow us to send the tech again, we can install the arms that the guest still has if that’s something she would like, and he could tighten the fabric that the tech states IS repairable. We also revealed that this guest called in regards to their protection plan which is a third party company. Any claims that are opened with them are not in our system. If the guest has any questions with claims they may have opened with their protection plan they must reach them directly at ###-###-####. Thank you
To whom this may concern, We have taken the time to look into your account and the paperwork seems to match up correctly, have you tried contacting Synchrony directly? We left a message on the phone number provided so we can discuss and go over the transactions you have and what we have on...
file, hopefully this helps correct any confusion. Please call the number that we have provided on the voicemail and ask to speak directly with [redacted] so she may partner with you and come to a resolution. Have a wonderful evening
I am rejecting this response because:This is not the first time they've been out at our home to fix a problem. I feel there using this one issue to cover up all the rest.
Regards,
Good Afternoon, We can recommend contacting a trained independent craftsman that works regularly with Ashley Home Stores. KDS - ###-###-####, please make note that the terms of the warranty state that Ashley is not responsible for labor, packing and all shipping transportation costs. LIMITED WARRANTIESLimited Warranties are non-transferable. The following Limited Warranties are given to the original retail purchaser of the following Ashley Furniture Industries, Inc. Products:Frames Used In Upholstered and Leather ProductsLimited Lifetime WarrantyA Limited Lifetime Warranty applies to all frames used in sofas, couches, love seats, upholstered chairs, ottomans, sectionals, and sleepers. Ashley Furniture Industries, Inc. warrants these components to you, the original retail purchaser, to be free from material manufacturing defects. Lifetime means the normal useful life of the product. Ashley Furniture Industries, Inc. will pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., or a repair center designated by the Customer Service Department of Ashley Furniture Industries, Inc., at no charge to the original retail purchaser. After one year from the date of purchase, the frame warranty covers replacement parts only, and the original retail purchaser will be responsible for labor, packing, and all shipping and transportation costs.
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced. We would be happy to set up your exchange at another time. At this point, based on the terms and conditions of the sale, we would not be able to accommodate a return.Thank you,...
Melanie
I am rejecting this response because:
I don't want to close the complaint yet because Ashley hasn't made the effort to contact us...
directly and resolve the issue. I'm wary that if I accept their response now, after several days there still won't be a resolution. I want them to deliver our item now or if not, give us back our money with the insurance portion amount.Thank you.
To whom it may concern,You are absolutely right, as 2 claims were opened under your account (Please see attached documents). One was opened under Service Request # [redacted] on 9/16/2013 at which time we requested pictures of the damages so that we could determine the nature of the issue and proceed accordingly. We received no pictures and left a message to which there was no response, and so your request was inherently closed. The second claim was opened under Service Request # [redacted] on 4/22/2014 at which time we once again request pictures and stated we would order parts after receiving pictures. Once again the purpose of these pictures is to assess the damage so that we can order the correct parts. The following day we left a message on your voice mail to remind you to send in pictures. We left another message on 4/23/2014. On 4/25/2014 we left a message and sent an email reminder, to which we received no response. On 4/29/2014 we left another message to request pictures and we offered to re-open the claim once pictures were sent in. Since then we have not heard from you until we received your complaint to the Revdex.com. We did attempt to address your issues within your warranty period, however, due to you being unresponsive and not following our claim process, both claims were closed. At this time you are well out of your warranty period, and so we will not be able to open another claim. If you wish to call into our Customer Care office (###-###-####), we can provide you with information for you to contact craftsmen that we work with for repairs. Any repairs they would make would be out-of-pocket expenses, as you are not covered under warranty. Thank you for your time, and have wonderful day!
To whom this may concern, I apologize for any inconvenience we may have caused you and your family. Upon review of the account, I see we have attempted delivery twice. We will certainly refund your delivery for the inconvenience, please be aware someone will reach out to you for information...
on the original form of payment. Ashley furniture will also contact you in regards to the new delivery. Ashley furniture would like to partner with you to turn this experience around and finally get your brand new furniture in your home. We appreciate your time and patience
To Whom It May Concern:Thank you for contacting Ashley Furniture HomeStore. We apologize for any inconvenience that you have experienced. This consumer and the sales manager have worked through a resolution. The customer has reselected and should be scheduled for a new delivery...
shortly.Thank you, [redacted]
To whom it may concern,We are very empathetic with your experience and the issues that have occurred. Even though the representative you spoke with was correct in saying that we do not accept the return of any merchandise after the acceptance of delivery (this is in accordance with our Terms and...
Conditions), we have reviewed your account with the management team in the hopes of making an exception, and are indeed prepared to offer you a reselection for the Trundle Underbed Storage (SKU# B131-60). We are in the works of submitting the necessary paperwork on our end to make this possible for you and will be reaching out to you when the credit is available at the store for you to select the chest you desire in place of the storage unit. Thank you for your time and have a wonderful day.
To Whom It May Concern:Thank you for your inquiry. Ashley Furniture HomeStore offers this table with two 18" leaf extensions. This table will wobbly when the table is extended because of the pedestal design. Since the customer was not originally happy with the table...
and we were trying to satisfy her, we have replaced this customer's table at two different times in both June and July. Each time the customer has accepted the table and found fault in the unit after the delivery team has left. We have sent service specialists who have determined that item is up to manufacturing standards and does not have a manufacturing defect. At this point, this is a preference and would not be covered under the one year limited manufacture warranty. Ashley Furniture has tried to satisfy this customer since October 2014. Thank you, Melanie
To Whom It May Concern:Our specialist determined that the items in this customer's home had excessive damage. This damage has been determined to be customer abuse. The protection plan covers accidents and incidents. The Ashley Furniture Warranty covers normal household usage. This customer made this purchase in April 2014 and the damage is so extensive that it can only be categorized as customer abuse. At this point, we cannot repair items that have such blatant abuse.Thank you, Melanie