To Whom It May Concern: Thank you for bringing your concern to the attention of Ashley Furniture HomeStore. The product that you purchased is no longer eligible for the limited one year warranty. The protection plan that you purchased is working on a solution and ultimately looking...
to replace your entire rails and slats. These items are currently not in stock and Ashley Furniture HomeStore is looking on receiving them by the end of the month. Once they arrive to our distribution center, our order fulfillment department will contact you to arrange the exchange. Thank you for being a valued Ashley Furniture HomeStore. Have a great day, [redacted]
To whom this may concern,Please be advised we offered our guest two options, exchange of the pieces or a refund of $1,000.00 to keep "AS IS" if he does not want any repairs.At this moment, we tried to explain to our guest that we cannot accommodate both of those prices.We are willing to offer a...
third option, receiving an exchange of damaged merchandise and partnering with the store for a discount off their next purchase.We regret these options may not be what our guest expected but we hope there is a resolution we can agree on. If our guest accepts any of the options provided please reach out to our guest experience center at ###-###-####. Best regards
To Whom It May Concern:Thank you for being a valued Ashley customer. Although we cannot extend your warranty, we would be more than happy to assist you with any protection plan concerns. If you did not report the issue under the guidelines of the protection plan our group can direct you...
to specialists that may be able to repair your concern. Please reach out to our customer care team and we will be happy to help.
To whom this may concern,On the day of delivery, our Ashley representative strongly advised our guest to refuse the furniture due to one of the pieces not fitting in the home. Our guest was adamant about keeping keeping her furniture and requested options.Being that our guest ordered online, the...
dispatcher advised the best option would be refusal and the only other options would be a breakdown service for the second piece.Our breakdown service is consisted of skilled craftsman that take apart the furniture before delivery and assemble within the home.Our guest was then advised that this would be an additional $200 fee and we would be unable to provide the service until this was paid. Our guest then agreed to keep the merchandise that fit and purchase the additional service.Once an online representative called our guest to receive payment our guest declined wanting the service and cancelled the remainider of the sale. Unfortunately, the merchandise in her home that she had already accepted is final sale and was signed for during the time of delivery binding to our terms and condition.Please be advised our guest was given the option and even recommended to refuse the order due to one of the pieces being a no fit. Another option we provided once the guest stated the piece was too big, was to select a different piece that would fit comfortably in her home.Unfortunately our guest still does not see these options fit.If there are any damages to the piece received in the home we will gladly assist our guest within the terms and conditions.Thank you for allowing us an opportunity to respond.Best regards,Miryam C
After reviewing your decision on this matter I want to make clear that on the date of delivery I immediately manifested that there were damages. Upon delivery of goods I made clear to the delivery men that I did not want to keep the goods because they were damaged. Your delivery men called customer service verifying the deliver of goods and put me on the line on their personal phone to voice my refusal to accept the goods do to damages I found. Who further instructed me to keep the goods and wait for a technician to come to my home to review the issues. I was also instructed to take pictures and submit them to customer service for review. Which was done immediately, that was the proof there were damages to the furniture. I was never offered to return the furniture as a possibility. But that they had to send a tech to verify my claims. So I followed your request all along believing with good faith your company would take care of the problem. Now you want to tell me I didn't return it. Even after your first attempt to switch out the table failled I spoke to your customer service department told them to take everything back and they refused yet again. Remember this is a set I am not willing to brake it up and keep some parts. This is wood grain finished furniture, 3 pieces that match. I also noticed that you did not mention the sofa damages. Such as the wood grain panel and leather fabric that you sent to repair the sofa. Which are still in my home, inside of the boxes they were delivered in, which serve as proof of significant issues with the sofa. It was never fully repaired. Your company broke the contract from the day it was delivered and I made clear that I did not want to accept the goods at that exact moment. In that same moment your delivery team put me on the line with your customer service rep who told me my option was to keep it at my residence and have a tech verify my claims. She did not allow me to return it as I had stated to the delivery team. Your business practices are fraudulent, it only insured that your needs were met not at all protecting the customer. I have considered your offer on the delivery inconvenience as refund for my trouble, but you are only giving me a deduction on the table not on the sofa, of which was only partially repaired. That is not enough, therefore I insist to return the complete set for a full refund. The only way I will accept to keep the furniture is for a total deduction of $337.99 plus taxes paid on that amount. Of which would include $129.99 for delivery + 20% of the table at $98.00 + 10% of the sofa for $110.00 = a total of $337.99 + tax. After all I went to buy NEW not damaged, repaired, or refurbished furniture. I have complied with my obligations and alerted your company promptly every time with every arising issue. I should not be responsible for your customer service advising me to keep the furniture when on the day of delivery I asked to have everything returned. Further more I followed every instruction I was given by your staff all along in order to resolve the situation. If needed I will continue to use all availabe channels to find a way to resolve my problem.
Complaint: [redacted]
I am rejecting this response because:
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]
To whom this may concern, This issue was addressed and is considered resolved. Our guest was also a consumer affairs, and the sale was cancelled and [redacted] was refunded. Best regards,Miryam C[redacted]
To whom this may concern, All our calls are recorded for quality and assurance purposes, we will be looking into your account and phone calls as we do not believe our customer care representatives would speak to one of our clients in such way. During the time of delivery, our dispatch team...
makes sure all goes well with the merchandise (please see attached dispatch forms). At that time, you may either refuse or accept the products and sign the delivery receipt that becomes legally binding to our terms and conditions that are signed at the time of sale (please see attached forms of terms and conditions). In which we state, that if merchandise is accepted we will send out a master craftsman to bring your piece up to showroom standards. These master craftsmen DO NOT work directly for Ashley Furniture, so they would not be in a uniform provided by us; These men work in different conditions and use all kinds of material to bring pieces up to showroom standards which may explain why he had stained clothing. Please be aware that Ashley does not sell used furniture, if a product comes defective from the manufacturer or gets damaged during delivery be assured that we handle the situation promptly and within the guidelines of our terms and conditions. However, in an effort to delight you, we did agree to exchange the chair side end tables SKU # [redacted] despite our terms and conditions (please see attached forms of pending exchange). In regards to SKU # [redacted] reclining power sofa, we are currently waiting for you to receive a new mechanism for us to install, as we believe that is the defect that came from the manufacturer. Our guidelines state that we must service your pieces, we would like to partner with you to become a raving fan. Please await a call from our customer care center to schedule your exchange of the side end tables and as soon as you receive your piece for us to proceed to the next step. Thank you for your patience, Have a wonderful day
Complaint: [redacted]
I am rejecting this response because:I have been unable to contact Melanie at her contact information listed ([redacted] Ext [redacted]). Three messages have not been returned.
Regards,
[redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced. Our records indicate that we have ordered and shipped a brand new mechanism that will delivered on 3/2/16. Our specialist is scheduled to install this new mechanism on...
3/5/16. Please contact us if there is anything further that we can assist you with.Thanks,Melanie
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that this customer may have experienced. We utilize third party craftsman in order to offer more options to our consumers. We will be happy to schedule this customer for service. Please have the...
customer contact our customer care call center at [redacted] and speak with [redacted] at extension [redacted] to coordinate a time that would be satisfactory. Thank you, [redacted]
April 13, 2018 Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Rd Building A, Suite 202 Hamilton, NJ 08690 Re: [redacted] Case: [redacted]...
To whom this may concern: Thank you for contacting our Customer Care Corporate Office regarding case # [redacted] received on 4/12/18. Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues for the refund of a Five Year Extended Protection Plan that was purchased in 2013. Our Patchogue showroom was, at the time of purchase, owned by a different franchise who had a promotion, which is no longer advertised. However, to honor the expectation that was set by the previous store, we are willing to give the customer a store credit in the amount of the Protection Plan cost. We regret this may not be the response our guest hoped to receive; however, if he/she is willing to accept this as a resolution, please contact our customer care center at ###-###-####. Once again, thank you for contacting our Customer Care Corporate Office in Edison and allowing Ashley an opportunity to respond. Respectfully submitted, Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore [redacted]
may concern. We apologize we have not been able to get in contact with you sooner. Upon further review of your account, it seems the leather peeling pieces that you have are no longer under manufactured warranty, only the accidental protection plan. However, we would like to assist you with the defective pieces, luckily we were able to submit for a credit for all three pieces once serial numbers were provided. Please be aware that someone from Ashley furniture will give you a call to go back in to the store to reselect, if you do not get a call you could go back in to the store after 9/23/2016, there will be a credit available under your name. Ashley furniture appreciates your time and patience.
Complaint: [redacted]
I am rejecting this response because: I never removed the law tags from either the mattress and box spring. The technician never touched the mattress or moved it, he simply placed the measuring tape on the covers and never looked at the mattress as we requested.
Regards,
[redacted]
To Whom It May Concern: Thank you for bringing your concern to the attention of Ashley Furniture HomeStore. The product that you purchased is no longer eligible for the limited one year warranty. The protection plan that you purchased is working on a solution and ultimately looking...
to replace your entire rails and slats. These items are currently not in stock and Ashley Furniture HomeStore is looking on receiving them by the end of the month. Once they arrive to our distribution center, our order fulfillment department will contact you to arrange the exchange. Thank you for being a valued Ashley Furniture HomeStore. Have a great day, [redacted]
To whom this may concern,Please be advised we offered our guest two options, exchange of the pieces or a refund of $1,000.00 to keep "AS IS" if he does not want any repairs.At this moment, we tried to explain to our guest that we cannot accommodate both of those prices.We are willing to offer a...
third option, receiving an exchange of damaged merchandise and partnering with the store for a discount off their next purchase.We regret these options may not be what our guest expected but we hope there is a resolution we can agree on. If our guest accepts any of the options provided please reach out to our guest experience center at ###-###-####. Best regards
To Whom It May Concern:Thank you for being a valued Ashley customer. Although we cannot extend your warranty, we would be more than happy to assist you with any protection plan concerns. If you did not report the issue under the guidelines of the protection plan our group can direct you...
to specialists that may be able to repair your concern. Please reach out to our customer care team and we will be happy to help.
To whom this may concern,On the day of delivery, our Ashley representative strongly advised our guest to refuse the furniture due to one of the pieces not fitting in the home. Our guest was adamant about keeping keeping her furniture and requested options.Being that our guest ordered online, the...
dispatcher advised the best option would be refusal and the only other options would be a breakdown service for the second piece.Our breakdown service is consisted of skilled craftsman that take apart the furniture before delivery and assemble within the home.Our guest was then advised that this would be an additional $200 fee and we would be unable to provide the service until this was paid. Our guest then agreed to keep the merchandise that fit and purchase the additional service.Once an online representative called our guest to receive payment our guest declined wanting the service and cancelled the remainider of the sale. Unfortunately, the merchandise in her home that she had already accepted is final sale and was signed for during the time of delivery binding to our terms and condition.Please be advised our guest was given the option and even recommended to refuse the order due to one of the pieces being a no fit. Another option we provided once the guest stated the piece was too big, was to select a different piece that would fit comfortably in her home.Unfortunately our guest still does not see these options fit.If there are any damages to the piece received in the home we will gladly assist our guest within the terms and conditions.Thank you for allowing us an opportunity to respond.Best regards,Miryam C
After reviewing your decision on this matter I want to make clear that on the date of delivery I immediately manifested that there were damages. Upon delivery of goods I made clear to the delivery men that I did not want to keep the goods because they were damaged. Your delivery men called customer service verifying the deliver of goods and put me on the line on their personal phone to voice my refusal to accept the goods do to damages I found. Who further instructed me to keep the goods and wait for a technician to come to my home to review the issues. I was also instructed to take pictures and submit them to customer service for review. Which was done immediately, that was the proof there were damages to the furniture. I was never offered to return the furniture as a possibility. But that they had to send a tech to verify my claims. So I followed your request all along believing with good faith your company would take care of the problem. Now you want to tell me I didn't return it. Even after your first attempt to switch out the table failled I spoke to your customer service department told them to take everything back and they refused yet again. Remember this is a set I am not willing to brake it up and keep some parts. This is wood grain finished furniture, 3 pieces that match. I also noticed that you did not mention the sofa damages. Such as the wood grain panel and leather fabric that you sent to repair the sofa. Which are still in my home, inside of the boxes they were delivered in, which serve as proof of significant issues with the sofa. It was never fully repaired. Your company broke the contract from the day it was delivered and I made clear that I did not want to accept the goods at that exact moment. In that same moment your delivery team put me on the line with your customer service rep who told me my option was to keep it at my residence and have a tech verify my claims. She did not allow me to return it as I had stated to the delivery team. Your business practices are fraudulent, it only insured that your needs were met not at all protecting the customer. I have considered your offer on the delivery inconvenience as refund for my trouble, but you are only giving me a deduction on the table not on the sofa, of which was only partially repaired. That is not enough, therefore I insist to return the complete set for a full refund. The only way I will accept to keep the furniture is for a total deduction of $337.99 plus taxes paid on that amount. Of which would include $129.99 for delivery + 20% of the table at $98.00 + 10% of the sofa for $110.00 = a total of $337.99 + tax. After all I went to buy NEW not damaged, repaired, or refurbished furniture. I have complied with my obligations and alerted your company promptly every time with every arising issue. I should not be responsible for your customer service advising me to keep the furniture when on the day of delivery I asked to have everything returned. Further more I followed every instruction I was given by your staff all along in order to resolve the situation. If needed I will continue to use all availabe channels to find a way to resolve my problem.
Complaint: [redacted]
I am rejecting this response because:
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]
To whom this may concern, This issue was addressed and is considered resolved. Our guest was also a consumer affairs, and the sale was cancelled and [redacted] was refunded. Best regards,Miryam C[redacted]
To whom this may concern, All our calls are recorded for quality and assurance purposes, we will be looking into your account and phone calls as we do not believe our customer care representatives would speak to one of our clients in such way. During the time of delivery, our dispatch team...
makes sure all goes well with the merchandise (please see attached dispatch forms). At that time, you may either refuse or accept the products and sign the delivery receipt that becomes legally binding to our terms and conditions that are signed at the time of sale (please see attached forms of terms and conditions). In which we state, that if merchandise is accepted we will send out a master craftsman to bring your piece up to showroom standards. These master craftsmen DO NOT work directly for Ashley Furniture, so they would not be in a uniform provided by us; These men work in different conditions and use all kinds of material to bring pieces up to showroom standards which may explain why he had stained clothing. Please be aware that Ashley does not sell used furniture, if a product comes defective from the manufacturer or gets damaged during delivery be assured that we handle the situation promptly and within the guidelines of our terms and conditions. However, in an effort to delight you, we did agree to exchange the chair side end tables SKU # [redacted] despite our terms and conditions (please see attached forms of pending exchange). In regards to SKU # [redacted] reclining power sofa, we are currently waiting for you to receive a new mechanism for us to install, as we believe that is the defect that came from the manufacturer. Our guidelines state that we must service your pieces, we would like to partner with you to become a raving fan. Please await a call from our customer care center to schedule your exchange of the side end tables and as soon as you receive your piece for us to proceed to the next step. Thank you for your patience, Have a wonderful day
Complaint: [redacted]
I am rejecting this response because:I have been unable to contact Melanie at her contact information listed ([redacted] Ext [redacted]). Three messages have not been returned.
Regards,
[redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced. Our records indicate that we have ordered and shipped a brand new mechanism that will delivered on 3/2/16. Our specialist is scheduled to install this new mechanism on...
3/5/16. Please contact us if there is anything further that we can assist you with.Thanks,Melanie
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that this customer may have experienced. We utilize third party craftsman in order to offer more options to our consumers. We will be happy to schedule this customer for service. Please have the...
customer contact our customer care call center at [redacted] and speak with [redacted] at extension [redacted] to coordinate a time that would be satisfactory. Thank you, [redacted]
To Whom It May Concern: Our records indicate that this consumer is working directly with Heather at ext. [redacted]. Thank you, Melanie
April 13, 2018 Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Rd Building A, Suite 202 Hamilton, NJ 08690 Re: [redacted] Case: [redacted]...
To whom this may concern: Thank you for contacting our Customer Care Corporate Office regarding case # [redacted] received on 4/12/18. Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues for the refund of a Five Year Extended Protection Plan that was purchased in 2013. Our Patchogue showroom was, at the time of purchase, owned by a different franchise who had a promotion, which is no longer advertised. However, to honor the expectation that was set by the previous store, we are willing to give the customer a store credit in the amount of the Protection Plan cost. We regret this may not be the response our guest hoped to receive; however, if he/she is willing to accept this as a resolution, please contact our customer care center at ###-###-####. Once again, thank you for contacting our Customer Care Corporate Office in Edison and allowing Ashley an opportunity to respond. Respectfully submitted, Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore [redacted]
To whom this...
may concern. We apologize we have not been able to get in contact with you sooner. Upon further review of your account, it seems the leather peeling pieces that you have are no longer under manufactured warranty, only the accidental protection plan. However, we would like to assist you with the defective pieces, luckily we were able to submit for a credit for all three pieces once serial numbers were provided. Please be aware that someone from Ashley furniture will give you a call to go back in to the store to reselect, if you do not get a call you could go back in to the store after 9/23/2016, there will be a credit available under your name. Ashley furniture appreciates your time and patience.
Complaint: [redacted]
I am rejecting this response because: I never removed the law tags from either the mattress and box spring. The technician never touched the mattress or moved it, he simply placed the measuring tape on the covers and never looked at the mattress as we requested.
Regards,
[redacted]