June 29, 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 5/30/2017.
Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues for a full refund due to having purchased a Protection Plan. Our position on this matter has changed since it’s last correspondence to the consumer.
Please be advised, this guest has already received a refund in the amount of $152.07, as requested. 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]
To whom it may concern, After careful review of your account it was determined that on 2/20/2017, you were in our Secaucus location at which time you made a large purchase (including 2 Accent Chairs (SKU# [redacted])) with a Protection Plan totaling $7,036.46 with the inclusion of the Taxable Delivery...
Charge and applicable sales tax. Of the grand total, $536.46 was paid on a credit/debit card, leaving the remaining $6,500.00 to be financed on your Synchrony account. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and selected a desired delivery date of 3/12/2017. On 3/12/2017, we were at your home at which time it appeared that all merchandise was accepted in good condition, you spoke with a member of our dispatch team to verify that all had gone well, and you signed a delivery receipt. We do not show any record of a missing chair reported on the day of delivery, or of any promised delivery within 3 days. We do show record of you calling roughly a week later at which time you reported that you had not received one of your accent chairs. Our system reflected all items billed out, and (due to the fact that we do not bill until delivery has been made for financed purchases) it was assumed that you had received all merchandise. On 3/22/2017, a return was entered in the system after investigation showed that one of the Accent Chairs (SKU# [redacted]) was not, in fact, delivered on the original delivery date and had been billed in error. We were able to schedule the delivery of the missing Accent Chair for 3/30/2017. On 3/30/2017, we visited your home once again at which time we were able to successfully deliver the missing Accent Chair (SKU# [redacted]). At that time, you spoke with a member of our Dispatch team verifying that all went well, and signed a new delivery. You have not contacted our Customer Care Department with any issues since then. We do apologize for any inconvenience this may have caused, and we hope that we were able to resolve the concerns expressed in your complaint by finally delivering your missing chair. Please feel free to reach out to our Customer Care Department with any additional questions or concerns at ###-###-####. Thank you, and have a wonderful day!
Complaint: [redacted]
I am rejecting this response because:Hello Melanie,It is now 2 weeks and 1 day since your delivery of your poor quality furniture. This furniture quality is comparable to [redacted] or [redacted] products that are bolted together by the consumer. It is pure junk. I understand fully that you have a term of sale and you do not want returns at all after transfer of product to consumer. Returns the next day or later I understand is not in your companies best interest. But that said I also feel that in the regard to our experience with this product I would of expected Ashley to make a business choice to help make this better for a returning customer of yours. I have bought other Ashley products with no issues at all, even bought online some products for my daughters room. That online purchase was returned to your company with no issues 2 weeks after delivery. I was told I had to pay ups shipping to return product and I had 30 days to make the return with a 100% return of my money. I don't understand why ordering it online in the store is different from that. I also don't understand why you say that you don't have that 30 day return policy for online purchases as I have done that in the past. As noted I don't understand why Ashley is willing to lose a customer over me calling 2 hours after delivery and offering to pay truck to come to mu house a second time and pay a reasonable restocking fee for your troubles. This action was only requested from us because we did not see furniture in store to check out and my wife and delivery men were in a rush at time of delivery to move on and get back to work. I feel this is not the next day or later and maybe thought Ashley would after my offer of paying for the return would make a business choice to have customer retention. Unfortunately this experience has been very eye opening about Ashley furniture and the rigidness about not satisfying a very reasonable customer request two hours after time of transfer. Your customer service personnel that I called 2 hours after delivery told me the same thing about exchanging furniture. We did not take that offer then or now because it does not work for us this time. The reason it does not work for us is that we are looking for black furniture only. The store we visited does not have black furniture for our bedroom so that is why I cannot accept that gesture of good faith then or now. It is upsetting to us that Ashley did not make a exception for us literally 2 hours after the transaction not days or weeks. How does your offer of only in stock furniture work for us? It is common sense then and now that we cannot accept that I'm sorry but also thank you for the offer then and now. I had no recourse then and now but to go to the Revdex.com. This is to what I would think very bad for a company.I have offered a moderate restocking fee and pay another delivery fee to make the return. It has been 15 days now and we have not moved into our brand new room because we don't want to hurt your furniture so it is in perfect shape when it is returned untouched. Also as noted the one dresser has a broken side pressboard panel that we found the same 2 hours later upon thorough inspecting when we got home after work. Can we please come to a conclusion that the exchange does not work for us and the last and only thing that could satisfy both of us is a one time exception to the return policy for us.
Regards,
[redacted]
To whom this may concern: It appears a refund check has already been mailed out to the address provided by our guest. Please confirm whether the check has been received within 5-7 business days or not so a stop payment may be processed. Thank you
To Whom It May Concern: Ashley Furniture HomeStore apologizes that the refund is not showing on your account. We have reached out to the finance company to find out what the delay is. This credit should be reflected shortly. Thank you for your patience and understanding. [redacted]
To whom it may concern,We empathize with the current situation you are in and have come to a resolution. The Table Pads do come from a different manufacturer and are customer cut to fit your table. At this time it is difficult to determine where the mistake was made so we will focus on correcting...
it. Paperwork has been submitted to allow for a credit of the table pad which will go towards a new table pad that will be ordered from the manufacturer in the hopes that we can get you a table pad that will fit the table you purchased. You will not be responsible for any costs to correct this issue. Please allow us sufficient time to apply the credit and order the new table pad from the manufacturer. You will be contacted once this has been done. Thank you for your patience, and have an amazing day!
Complaint: [redacted]
I am rejecting this response because:
I am trying to work directy with Heather at x[redacted] but she has been unresponsive. On Monday, March 28, 2016, at 845pm I responded to her email requesting pictures of the damaged side rail and damaged headboard so she could process a 3-part exchange (footboard, headboard, side rail). Her request for those pictures stated I would hear a response within 24-48 hours. I have not heard anything back from Heather. I emailed again on Thursday, March 31, 2016, at 415pm trying to confirm receipt of the pictures. I emailed Heather again on Friday, April 1, 2016 at 134pm trying to confirm the status of the parts exchange for the bed frame. This call on April 1st was in response to a voicemail left by (I think marissa, with no personal extension left) asking to confirm everything was good with our footboard exchange. Our footboard has never been exchanged; we will have the original, damaged footboard. I have not heard back from Heather since her request for pictures.
Regards,
[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 request a full credit return for the sofa sets and warranty to my credit card. Additional details are in attached file.
Regards,
[redacted]
To whom this may concern: Thank you for contacting us in regards to your concerns, we will partner with the manufacturer to see if any credit may be received in regards to your merchandise.. Please be aware that the manufacturer will only allow a prorated amount to be used as store credit...
for anything in the store if this were approved. Someone from our guest experience resolution center will contact you for the pictures and serial numbers so we may bridge the gap with the manufacturer. Best regards,[redacted]
To Whom It May Concern: Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced. Our goal is to delight our customers and in your circumstance we have sent out a specialist who determined that the product is up to manufacturing standards. Under the...
terms and conditions, your product would not be eligible for a return as their is no manufacture defect present. 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. But have one issue with the businesses response. They state that in fact the furniture is up to SHOWROOM STANDARDS. But when I called and when the technician was here his paperwork states that all couches and chair show no physical damage but the sound is heard from all arm rests. The tech that came to my home to investigate the noise stated there was a way he use to fix the couches but Ashley will no longer pay for it regarding foam spray. At this point I can not believe that a brand new couch that creaks and makes noises in all arm rest simply fall under the category of THATS THE QUALITY OF THEM AND ITS ACCEPTABLE . Thank you
Regards,
[redacted]
The Sales Manager involved states that the customer understood his explanations about the difference in price but decided to keep the sofa only and get a refund for the chairs, which we did ($1107.95 refund) The customers receipt is not for leather chairs but for fabric. We invite the...
customer to come to our location and speak to a Sales Manager that can work out the best price for the [redacted] family. Please let me know if I can offer any further information. Thank you
To Whom It May Concern: Ashley Furniture HomeStore offers a five year protection plan against incidents and accidents. When we sell a protection plan we actually have the protection plan company send out a full copy of the warranty that explains that each instance must be related to a...
particular incident or accident. As a jester of goodwill, we would like to send out our own specialists to evaluate the concerns and ultimately assist with a resolution. Please contact us at your convenience [redacted]. Please make sure the representative is aware that the file is noted of this special accommodation. Thank you for you business, Melanie
February 28, 2018 Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Rd Building A, Suite 202 Hamilton, NJ 08690 Re[redacted] Case: [redacted] To whom this may concern: Thank you for contacting our Customer Care Corporate Office regarding case #...
[redacted] received on 2/21/18. Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues their merchandise was defective and in need of repair. Upon receipt of their complaint, we reached out to the guest and discussed their concerns. We mutually agreed to order replacement parts that are needed to the guest’s residence. When the parts are delivered to the guest’s home we will be sending an Ashley Certified technician to conduct repairs. We regret this may not be the response our guest hoped to receive; however, if he/she has any questions/concerns, 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 this may concern,Unfortunately, we were unable to trace any purchase history with the information provided. Please provide your sale number or customer ID number so we may further assist.Best regards,[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.
Regards,
[redacted]
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 6/16/2017.
Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues for a full refund relating to a knockdown service and a possible repair for another piece in question. Please note, we were unable to find the account with the information provided. May we please be provided with the name on the account and well as the customer ID found on the sales receipt? We ask the consumer to please keep in mind, manufactured warranties are only covered up to one year after receiving your merchandise. At which point, the consumer is responsible for understanding the terms and conditions for their protection plan. Ashley furniture would gladly offer more assistance within the bounds of our terms and conditions, however we do need more information of guest.
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]
Complaint: [redacted]
I am rejecting this response because: Liquids spill all the time. This water was cleaned up in under 10 minutes, yet the damage was done. The damage is minor, it's not like the table needs replacing. Your "offer" is for me to spend $400-500 for a new table. That's just more money in your pocket. When I called your business I was told you could send one of your repair people to check it out but that I would have to pay for them to come. My suggested resolution was for the repair person to be sent for free because of the poor quality that we ended up with.
Regards,
[redacted]
To whom it may concern,I do apologize for any misunderstanding but I would like to once again point out some key items in my previous response."At the time of purchase, you selected a desired delivery date of 12/28/2016, and signed the line on the sale receipt labeled: “Customer Acceptance of Terms & Conditions on Reverse Side.”. Within the Terms and Conditions, we do explain that if an authorized party is accepting the delivery, you acknowledge that the authorized party is formally accepting delivery and binds all Terms and Conditions, and we instruct you to review these Terms with them. We also explain that if merchandise arrives damaged, you may refuse the merchandise for either an exchange or a refund for the damaged item(s), otherwise we could leave the merchandise in the home and schedule an in-home service. After the acceptance of delivery, the warranty applies only, which allows us to service any merchandise suffering from manufacturing defects only at no cost to the customer within a 1-year period beginning on the date of delivery. We do not accept the return of any items after delivery has been made. (Please see attached documents for verification of aforementioned policies)." You asked how the receiver of your gift would have the receipt. They would not have the receipt unless you provide it, however you did agree to policies that state that you (the purchaser) are responsible for making any authorized party accepting delivery aware of all Terms and Conditions. You also mentioned that the damages occurred during delivery. Had you made the receiver of the gift aware of the Terms and Conditions (which you did agree to do), he or she would have been well aware of the fact that they could refuse the merchandise at that very moment and schedule a replacement if they so desire. We do empathize with your current situation, however you chose to agree to Terms and Conditions which include consumer rights that you did not practice. For this reason, we will not be able to compensate or stray from our standard operating procedures. Thank you for your time, and have a wonderful day!
To whom it may concern, We have received your complaint, and after careful review of your account have determined that all issues have currently been resolved. On 5/18/2017, you were in our Fairfield location at which time you made the purchase in question under **#[redacted] On the date of...
purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and selected a desired delivery date of 5/23/2017. On 5/23/2017, we honored your desired delivery date at which time the mattress was refused, however, all other available merchandise was accepted in good condition. It was verified that the mattress that was delivered was the mattress that you had signed off for at the time of purchase, however, after further investigation it was discovered that the sale had been written incorrectly. On 5/27/2017, we visited your home once again with the correct mattress which was accepted in good condition. On 6/11/2017, we successfully delivered a mirror which was back-ordered during the time in which the initial delivery took place. This was the final delivery, which was accepted in good condition. At this time, we have successfully delivered all merchandise which has been accepted in good condition. The issues addressed in this complaint were resolved on 5/27/2017 after identifying an error in the writing of the sale, amending the sale, and delivering the correct merchandise. If you have any additional questions or concerns, please feel free to reach out to our Customer Care department at ###-###-####. Thank you for your time, and have a wonderful day!
June 29, 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 5/30/2017.
Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues for a full refund due to having purchased a Protection Plan. Our position on this matter has changed since it’s last correspondence to the consumer.
Please be advised, this guest has already received a refund in the amount of $152.07, as requested. 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]
To whom it may concern, After careful review of your account it was determined that on 2/20/2017, you were in our Secaucus location at which time you made a large purchase (including 2 Accent Chairs (SKU# [redacted])) with a Protection Plan totaling $7,036.46 with the inclusion of the Taxable Delivery...
Charge and applicable sales tax. Of the grand total, $536.46 was paid on a credit/debit card, leaving the remaining $6,500.00 to be financed on your Synchrony account. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and selected a desired delivery date of 3/12/2017. On 3/12/2017, we were at your home at which time it appeared that all merchandise was accepted in good condition, you spoke with a member of our dispatch team to verify that all had gone well, and you signed a delivery receipt. We do not show any record of a missing chair reported on the day of delivery, or of any promised delivery within 3 days. We do show record of you calling roughly a week later at which time you reported that you had not received one of your accent chairs. Our system reflected all items billed out, and (due to the fact that we do not bill until delivery has been made for financed purchases) it was assumed that you had received all merchandise. On 3/22/2017, a return was entered in the system after investigation showed that one of the Accent Chairs (SKU# [redacted]) was not, in fact, delivered on the original delivery date and had been billed in error. We were able to schedule the delivery of the missing Accent Chair for 3/30/2017. On 3/30/2017, we visited your home once again at which time we were able to successfully deliver the missing Accent Chair (SKU# [redacted]). At that time, you spoke with a member of our Dispatch team verifying that all went well, and signed a new delivery. You have not contacted our Customer Care Department with any issues since then. We do apologize for any inconvenience this may have caused, and we hope that we were able to resolve the concerns expressed in your complaint by finally delivering your missing chair. Please feel free to reach out to our Customer Care Department with any additional questions or concerns at ###-###-####. Thank you, and have a wonderful day!
Complaint: [redacted]
I am rejecting this response because:Hello Melanie,It is now 2 weeks and 1 day since your delivery of your poor quality furniture. This furniture quality is comparable to [redacted] or [redacted] products that are bolted together by the consumer. It is pure junk. I understand fully that you have a term of sale and you do not want returns at all after transfer of product to consumer. Returns the next day or later I understand is not in your companies best interest. But that said I also feel that in the regard to our experience with this product I would of expected Ashley to make a business choice to help make this better for a returning customer of yours. I have bought other Ashley products with no issues at all, even bought online some products for my daughters room. That online purchase was returned to your company with no issues 2 weeks after delivery. I was told I had to pay ups shipping to return product and I had 30 days to make the return with a 100% return of my money. I don't understand why ordering it online in the store is different from that. I also don't understand why you say that you don't have that 30 day return policy for online purchases as I have done that in the past. As noted I don't understand why Ashley is willing to lose a customer over me calling 2 hours after delivery and offering to pay truck to come to mu house a second time and pay a reasonable restocking fee for your troubles. This action was only requested from us because we did not see furniture in store to check out and my wife and delivery men were in a rush at time of delivery to move on and get back to work. I feel this is not the next day or later and maybe thought Ashley would after my offer of paying for the return would make a business choice to have customer retention. Unfortunately this experience has been very eye opening about Ashley furniture and the rigidness about not satisfying a very reasonable customer request two hours after time of transfer. Your customer service personnel that I called 2 hours after delivery told me the same thing about exchanging furniture. We did not take that offer then or now because it does not work for us this time. The reason it does not work for us is that we are looking for black furniture only. The store we visited does not have black furniture for our bedroom so that is why I cannot accept that gesture of good faith then or now. It is upsetting to us that Ashley did not make a exception for us literally 2 hours after the transaction not days or weeks. How does your offer of only in stock furniture work for us? It is common sense then and now that we cannot accept that I'm sorry but also thank you for the offer then and now. I had no recourse then and now but to go to the Revdex.com. This is to what I would think very bad for a company.I have offered a moderate restocking fee and pay another delivery fee to make the return. It has been 15 days now and we have not moved into our brand new room because we don't want to hurt your furniture so it is in perfect shape when it is returned untouched. Also as noted the one dresser has a broken side pressboard panel that we found the same 2 hours later upon thorough inspecting when we got home after work. Can we please come to a conclusion that the exchange does not work for us and the last and only thing that could satisfy both of us is a one time exception to the return policy for us.
Regards,
[redacted]
To whom this may concern: It appears a refund check has already been mailed out to the address provided by our guest. Please confirm whether the check has been received within 5-7 business days or not so a stop payment may be processed. Thank you
To Whom It May Concern: Ashley Furniture HomeStore apologizes that the refund is not showing on your account. We have reached out to the finance company to find out what the delay is. This credit should be reflected shortly. Thank you for your patience and understanding. [redacted]
To whom it may concern,We empathize with the current situation you are in and have come to a resolution. The Table Pads do come from a different manufacturer and are customer cut to fit your table. At this time it is difficult to determine where the mistake was made so we will focus on correcting...
it. Paperwork has been submitted to allow for a credit of the table pad which will go towards a new table pad that will be ordered from the manufacturer in the hopes that we can get you a table pad that will fit the table you purchased. You will not be responsible for any costs to correct this issue. Please allow us sufficient time to apply the credit and order the new table pad from the manufacturer. You will be contacted once this has been done. Thank you for your patience, and have an amazing day!
Complaint: [redacted]
I am rejecting this response because:
I am trying to work directy with Heather at x[redacted] but she has been unresponsive. On Monday, March 28, 2016, at 845pm I responded to her email requesting pictures of the damaged side rail and damaged headboard so she could process a 3-part exchange (footboard, headboard, side rail). Her request for those pictures stated I would hear a response within 24-48 hours. I have not heard anything back from Heather. I emailed again on Thursday, March 31, 2016, at 415pm trying to confirm receipt of the pictures. I emailed Heather again on Friday, April 1, 2016 at 134pm trying to confirm the status of the parts exchange for the bed frame. This call on April 1st was in response to a voicemail left by (I think marissa, with no personal extension left) asking to confirm everything was good with our footboard exchange. Our footboard has never been exchanged; we will have the original, damaged footboard. I have not heard back from Heather since her request for pictures.
Regards,
[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 request a full credit return for the sofa sets and warranty to my credit card. Additional details are in attached file.
Regards,
[redacted]
To whom this may concern: Thank you for contacting us in regards to your concerns, we will partner with the manufacturer to see if any credit may be received in regards to your merchandise.. Please be aware that the manufacturer will only allow a prorated amount to be used as store credit...
for anything in the store if this were approved. Someone from our guest experience resolution center will contact you for the pictures and serial numbers so we may bridge the gap with the manufacturer. Best regards,[redacted]
To Whom It May Concern: Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced. Our goal is to delight our customers and in your circumstance we have sent out a specialist who determined that the product is up to manufacturing standards. Under the...
terms and conditions, your product would not be eligible for a return as their is no manufacture defect present. 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. But have one issue with the businesses response. They state that in fact the furniture is up to SHOWROOM STANDARDS. But when I called and when the technician was here his paperwork states that all couches and chair show no physical damage but the sound is heard from all arm rests. The tech that came to my home to investigate the noise stated there was a way he use to fix the couches but Ashley will no longer pay for it regarding foam spray. At this point I can not believe that a brand new couch that creaks and makes noises in all arm rest simply fall under the category of THATS THE QUALITY OF THEM AND ITS ACCEPTABLE . Thank you
Regards,
[redacted]
The Sales Manager involved states that the customer understood his explanations about the difference in price but decided to keep the sofa only and get a refund for the chairs, which we did ($1107.95 refund) The customers receipt is not for leather chairs but for fabric. We invite the...
customer to come to our location and speak to a Sales Manager that can work out the best price for the [redacted] family. Please let me know if I can offer any further information. Thank you
To Whom It May Concern: Ashley Furniture HomeStore offers a five year protection plan against incidents and accidents. When we sell a protection plan we actually have the protection plan company send out a full copy of the warranty that explains that each instance must be related to a...
particular incident or accident. As a jester of goodwill, we would like to send out our own specialists to evaluate the concerns and ultimately assist with a resolution. Please contact us at your convenience [redacted]. Please make sure the representative is aware that the file is noted of this special accommodation. Thank you for you business, Melanie
February 28, 2018 Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Rd Building A, Suite 202 Hamilton, NJ 08690 Re[redacted] Case: [redacted] To whom this may concern: Thank you for contacting our Customer Care Corporate Office regarding case #...
[redacted] received on 2/21/18. Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues their merchandise was defective and in need of repair. Upon receipt of their complaint, we reached out to the guest and discussed their concerns. We mutually agreed to order replacement parts that are needed to the guest’s residence. When the parts are delivered to the guest’s home we will be sending an Ashley Certified technician to conduct repairs. We regret this may not be the response our guest hoped to receive; however, if he/she has any questions/concerns, 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 this may concern,Unfortunately, we were unable to trace any purchase history with the information provided. Please provide your sale number or customer ID number so we may further assist.Best regards,[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.
Regards,
[redacted]
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 6/16/2017.
Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues for a full refund relating to a knockdown service and a possible repair for another piece in question. Please note, we were unable to find the account with the information provided. May we please be provided with the name on the account and well as the customer ID found on the sales receipt? We ask the consumer to please keep in mind, manufactured warranties are only covered up to one year after receiving your merchandise. At which point, the consumer is responsible for understanding the terms and conditions for their protection plan. Ashley furniture would gladly offer more assistance within the bounds of our terms and conditions, however we do need more information of guest.
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]
Complaint: [redacted]
I am rejecting this response because: Liquids spill all the time. This water was cleaned up in under 10 minutes, yet the damage was done. The damage is minor, it's not like the table needs replacing. Your "offer" is for me to spend $400-500 for a new table. That's just more money in your pocket. When I called your business I was told you could send one of your repair people to check it out but that I would have to pay for them to come. My suggested resolution was for the repair person to be sent for free because of the poor quality that we ended up with.
Regards,
[redacted]
To whom it may concern,I do apologize for any misunderstanding but I would like to once again point out some key items in my previous response."At the time of purchase, you selected a desired delivery date of 12/28/2016, and signed the line on the sale receipt labeled: “Customer Acceptance of Terms & Conditions on Reverse Side.”. Within the Terms and Conditions, we do explain that if an authorized party is accepting the delivery, you acknowledge that the authorized party is formally accepting delivery and binds all Terms and Conditions, and we instruct you to review these Terms with them. We also explain that if merchandise arrives damaged, you may refuse the merchandise for either an exchange or a refund for the damaged item(s), otherwise we could leave the merchandise in the home and schedule an in-home service. After the acceptance of delivery, the warranty applies only, which allows us to service any merchandise suffering from manufacturing defects only at no cost to the customer within a 1-year period beginning on the date of delivery. We do not accept the return of any items after delivery has been made. (Please see attached documents for verification of aforementioned policies)." You asked how the receiver of your gift would have the receipt. They would not have the receipt unless you provide it, however you did agree to policies that state that you (the purchaser) are responsible for making any authorized party accepting delivery aware of all Terms and Conditions. You also mentioned that the damages occurred during delivery. Had you made the receiver of the gift aware of the Terms and Conditions (which you did agree to do), he or she would have been well aware of the fact that they could refuse the merchandise at that very moment and schedule a replacement if they so desire. We do empathize with your current situation, however you chose to agree to Terms and Conditions which include consumer rights that you did not practice. For this reason, we will not be able to compensate or stray from our standard operating procedures. Thank you for your time, and have a wonderful day!
To whom it may concern, We have received your complaint, and after careful review of your account have determined that all issues have currently been resolved. On 5/18/2017, you were in our Fairfield location at which time you made the purchase in question under **#[redacted] On the date of...
purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and selected a desired delivery date of 5/23/2017. On 5/23/2017, we honored your desired delivery date at which time the mattress was refused, however, all other available merchandise was accepted in good condition. It was verified that the mattress that was delivered was the mattress that you had signed off for at the time of purchase, however, after further investigation it was discovered that the sale had been written incorrectly. On 5/27/2017, we visited your home once again with the correct mattress which was accepted in good condition. On 6/11/2017, we successfully delivered a mirror which was back-ordered during the time in which the initial delivery took place. This was the final delivery, which was accepted in good condition. At this time, we have successfully delivered all merchandise which has been accepted in good condition. The issues addressed in this complaint were resolved on 5/27/2017 after identifying an error in the writing of the sale, amending the sale, and delivering the correct merchandise. If you have any additional questions or concerns, please feel free to reach out to our Customer Care department at ###-###-####. Thank you for your time, and have a wonderful day!