Just received your message todayThe issue has not been correctedThey mailed a part but it was the wrong partHave not received anything as of this dateI was unaware that me being a customer had to check furniture out with a search lightAshely and any other furniture store should check their furniture before it leave the warehouseAll I asked for is my money worthif they had checked these pieces bore being delivered to me they would have noticed the defectsStill waiting for the part to to be shipped to me
April 17, Revdex.com Serving New Jersey Whitehorse-Hamilton Square Rd Building A, Suite Hamilton, NJ Re: [redacted] Case: [redacted] To whom this may concern: Thank you for contacting our Customer Care Corporate Office regarding case # [redacted] received on 4/13/Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues to return their mattressAs per our Terms and Conditions, there are no returns and all sales are final after deliveryThe customer initially reported that the sides of the mattress were sinkingDue to the nature of the possible defect, we need to have an Ashley Certified Technician inspect the merchandiseIf the technician confirms that the mattress is defective, we will be able to allow the customer to select a different mattressWe have reached out to the customer multiple times between 3/9/& 4/5/before closing their claim due to inactivityThe customer’s mattress is covered under a 10-Year Warranty, and can call in to re-open a service claim at their earliest convenienceWe 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 LLCd/b/a Ashley Furniture HomeStore [redacted] ***
Complaint: [redacted] I am rejecting this response because: A "new" chair should not have to be serviced after four days of use and now turned all sorts of ways it was never meant to be turned to install a partAs far as a part coming that would be the fourth week into owning this sofa and I can only use half of it Because im scared it will damage moreI don't know if the words used were meant to be sarcastic like delight me but to delight me I should not need this new furniture serviced this fast the sofa should be exchanged but I guess I'm trapped because of your binding contracts you keep pointing out it's all about making money I guess not good service and selling quality items It would be delightful to spend more time on customer service rather then listen to phone calls there's a lot because no one would call me back I had to keep calling Regards, [redacted]
I was able to read the response from Ashley Furniture Since they wrote to you, I have been in touch with them They offered to send me parts to the desk that were defective and would have a repair man come to my home to replace the defective parts of the desk with the new ones All of the parts were delivered to my home, however, several parts were damaged and defective (these are suppose to be brand new parts) I called them today and spoke to a woman named Pamela She told me that these parts should not have come damaged and defective and she was very surprised She offered to resend the same parts again to my home and asked that when I get them, to contact them again and let them know how they look before they send a repair man out So as you can see, this has not been resolved with Ashley Furniture and am now having a collection new of parts for my desk This has been going on since February when I purchased my desk I have no intension of wanting my money back, I just want a desk that is of high standard free of defects and damages
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience we may have caused We are processing a refund for $as per your request You should see the refund on your next credit card statementThank you for shopping with us, Melanie
To whom this may concern,This is a very serious matter and is time sensitive, please call in to our customer care center and ask for the manager Sahar or David ###-###-####If you do not get a response please fax in a copy of the report with their name on the fax "ATTENTION DAVID AND SAHAR CUSTOMER CARE DEPT.", or go in to the original Ashley furniture store of the purchase and ask for them to scan and forward the reports to David, Sahar and Miryam along with your Revdex.com claim number.We see this purchase was made in April 2016, we need to partner up to get this matter resolved.We assure that none of our furniture contain bedbugs or leave our warehouse without inspectionThey are sealed and sent to us directly from the manufacturer but we would like to look further into this situationThank you
To whom this may concern, We received your claim and have looked into your account for a better understanding of your situationUpon further investigation, we see that the product in question was picked up from the home on 8/13/and a full refund was provided for $ 999.33.If there are any other questions or concerns please contact customer care at ###-###-####Have a wonderful day
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 satisfactoryThank you, [redacted]
Complaint: [redacted] I am rejecting this response because: None of my pieces have been brouht up to factory standardsCoupled with the negligence of one of your techs, and the damage caused to my hard wood floors by the last tech, ashley shoukd be offering me a complete refund If Ashley believed in the ir furniture, I should be offered a refund No quality furniture needs tomhave their cores replaced after months The replacement pieces should have been offered at the the time I reported the quality issue as oppesed to allowing me to go thru yet another nightmare of seeing the tech strip down my brand new couches to the wood Nothing but a full refund will satisfy me at this moment as I have suffered now formover months 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 cardAdditional details are in attached file Regards, [redacted] ***
March 28, Revdex.com Serving New Jersey Whitehorse-Hamilton Square Rd Building A, Suite Hamilton, NJ Re: Revdex.com Customer Comment Case: [redacted] To whom this may concern: Thank you for contacting our Customer Care Corporate Office regarding case # [redacted] received on 3/23/Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest states that they are still waiting merchandise that was refused at the time of delivery on 2/22/SKU# T719-(Lift Top Cocktail Table), SKU# T719-(Rectangular End Table) and SKU# 719-(Chair Side End Table)Our guest came to our Middletown location on 3/11/and cancelled the refused itemsThe customer was then refunded $back to their credit card and signed the receiptThe customer only paid for the items that were successfully deliveredWe regret this may not be the response our guest hoped to receive; however, we have refunded them for the returned merchandise and if they are still interested in purchasing these items we would be more than happy to create a new saleIf you have any other questions please contact our Customer Care Center at [redacted] ***Once again, thank you for contacting our Customer Care Corporate Office in Edison and allowing Ashley an opportunity to respond Respectfully submitted, Factory Direct Enterprises LLCd/b/a Ashley Furniture HomeStore [redacted] Tell us why here
June 29, Revdex.com Serving New Jersey Whitehorse-Hamilton Square Rd Building A, Suite Hamilton, NJ 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/ 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 PlanOur 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 requestedAgain, thank you for contacting FDE Ashley Furniture Homestores and allowing us an opportunity to respond Respectfully submitted, Factory Direct Enterprises LLCd/b/a Ashley Furniture HomeStore [redacted] ***
To whom this may concern,Please be advised we offered our guest two options, exchange of the pieces or a refund of $1,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 onIf our guest accepts any of the options provided please reach out to our guest experience center at ###-###-####Best regards
To whom this may concern,I apologize for any inconvenience this may have causedYou agreed to delivery on 8/10/2016, and was not satisfied with the four hour window provided for deliveryOur system routes geographically according to how many guests we are delivering to as well as the amount of merchandise being carried on one truckTypically if a customer does not like the timeframe or cannot accommodate (i.e finding someone to accept delivery for the customer) we do charge a redelivery fee, please be aware that this is because the day before delivery the trucks are already loaded, merchandise is off the shelf, and any cancellations disturb the route and timeframe for the rest of our guestsOn the terms and conditions signed at the time of sale it does state that delivery is non-refundableHowever, that day we made an exception and did not charge you the restocking feesPlease allow your bank to show the refund of $to clear.Along with this response, we have a provided attached forms showing the refund credit for $made on 9/27/2016, we were originally going to charge you the restocking fee but were able to waive the chargesI suggest you wait 5-business days to allow the information to process with your bankIf you do not see any changes please reach out to your store and contact Kenya who is aware of your situationThank you
To whom this may concern, We are sorry for any inconvenience this may have caused, luckily one of our managers was able to trace back to your original serial number using your invoice number that was provided by the manufacturer (please see attached forms of serial # and your sales history)There will be a credit waiting for you for your leather peeling, please go into the store any date on or after 10/03/for a reselection, just provide your name and your phone number at time of purchaseWe thank you for your patience, Have a wonderful day
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 HomeStoreHave a great day, [redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced As you may be aware, Ashley Furniture HomeStore offers a limited one-year manufacture warranty that covers manufacturing defects only At the time of purchase, we would have offered you the option to purchase a five year protection plan which would cover accidents and incidents similar to what you have described The table that you purchased is a solid wood table with veneers This table should not be exposed to liquids sitting directly on top of the finish This table is still being offered and as a courtesy, we would be willing to offer you a 20% discount off of the original retail price of the piece Thank you, Melanie
To Whom It May Concern:Thank you for your prompt response Ashley Furniture HomeStore is only responsible for manufacture defects, we believe that the service specialist will not be able to assist you with a peeling or lifting veneer do to moisture Most table top damage must be repaired in a repair facility We would be happy to offer you a discount towards a new purchase.Thank you, Melanie
Just received your message todayThe issue has not been correctedThey mailed a part but it was the wrong partHave not received anything as of this dateI was unaware that me being a customer had to check furniture out with a search lightAshely and any other furniture store should check their furniture before it leave the warehouseAll I asked for is my money worthif they had checked these pieces bore being delivered to me they would have noticed the defectsStill waiting for the part to to be shipped to me
April 17, Revdex.com Serving New Jersey Whitehorse-Hamilton Square Rd Building A, Suite Hamilton, NJ Re: [redacted] Case: [redacted] To whom this may concern: Thank you for contacting our Customer Care Corporate Office regarding case # [redacted] received on 4/13/Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues to return their mattressAs per our Terms and Conditions, there are no returns and all sales are final after deliveryThe customer initially reported that the sides of the mattress were sinkingDue to the nature of the possible defect, we need to have an Ashley Certified Technician inspect the merchandiseIf the technician confirms that the mattress is defective, we will be able to allow the customer to select a different mattressWe have reached out to the customer multiple times between 3/9/& 4/5/before closing their claim due to inactivityThe customer’s mattress is covered under a 10-Year Warranty, and can call in to re-open a service claim at their earliest convenienceWe 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 LLCd/b/a Ashley Furniture HomeStore [redacted] ***
Complaint: [redacted] I am rejecting this response because: A "new" chair should not have to be serviced after four days of use and now turned all sorts of ways it was never meant to be turned to install a partAs far as a part coming that would be the fourth week into owning this sofa and I can only use half of it Because im scared it will damage moreI don't know if the words used were meant to be sarcastic like delight me but to delight me I should not need this new furniture serviced this fast the sofa should be exchanged but I guess I'm trapped because of your binding contracts you keep pointing out it's all about making money I guess not good service and selling quality items It would be delightful to spend more time on customer service rather then listen to phone calls there's a lot because no one would call me back I had to keep calling Regards, [redacted]
I was able to read the response from Ashley Furniture Since they wrote to you, I have been in touch with them They offered to send me parts to the desk that were defective and would have a repair man come to my home to replace the defective parts of the desk with the new ones All of the parts were delivered to my home, however, several parts were damaged and defective (these are suppose to be brand new parts) I called them today and spoke to a woman named Pamela She told me that these parts should not have come damaged and defective and she was very surprised She offered to resend the same parts again to my home and asked that when I get them, to contact them again and let them know how they look before they send a repair man out So as you can see, this has not been resolved with Ashley Furniture and am now having a collection new of parts for my desk This has been going on since February when I purchased my desk I have no intension of wanting my money back, I just want a desk that is of high standard free of defects and damages
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience we may have caused We are processing a refund for $as per your request You should see the refund on your next credit card statementThank you for shopping with us, Melanie
To whom this may concern, Please be advised we are currently working on resolving this issue and providing a form of credit
To whom this may concern,This is a very serious matter and is time sensitive, please call in to our customer care center and ask for the manager Sahar or David ###-###-####If you do not get a response please fax in a copy of the report with their name on the fax "ATTENTION DAVID AND SAHAR CUSTOMER CARE DEPT.", or go in to the original Ashley furniture store of the purchase and ask for them to scan and forward the reports to David, Sahar and Miryam along with your Revdex.com claim number.We see this purchase was made in April 2016, we need to partner up to get this matter resolved.We assure that none of our furniture contain bedbugs or leave our warehouse without inspectionThey are sealed and sent to us directly from the manufacturer but we would like to look further into this situationThank you
To whom this may concern, We received your claim and have looked into your account for a better understanding of your situationUpon further investigation, we see that the product in question was picked up from the home on 8/13/and a full refund was provided for $ 999.33.If there are any other questions or concerns please contact customer care at ###-###-####Have a wonderful day
Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
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 satisfactoryThank you, [redacted]
Complaint: [redacted] I am rejecting this response because: None of my pieces have been brouht up to factory standardsCoupled with the negligence of one of your techs, and the damage caused to my hard wood floors by the last tech, ashley shoukd be offering me a complete refund If Ashley believed in the ir furniture, I should be offered a refund No quality furniture needs tomhave their cores replaced after months The replacement pieces should have been offered at the the time I reported the quality issue as oppesed to allowing me to go thru yet another nightmare of seeing the tech strip down my brand new couches to the wood Nothing but a full refund will satisfy me at this moment as I have suffered now formover months 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 cardAdditional details are in attached file Regards, [redacted] ***
March 28, Revdex.com Serving New Jersey Whitehorse-Hamilton Square Rd Building A, Suite Hamilton, NJ Re: Revdex.com Customer Comment Case: [redacted] To whom this may concern: Thank you for contacting our Customer Care Corporate Office regarding case # [redacted] received on 3/23/Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest states that they are still waiting merchandise that was refused at the time of delivery on 2/22/SKU# T719-(Lift Top Cocktail Table), SKU# T719-(Rectangular End Table) and SKU# 719-(Chair Side End Table)Our guest came to our Middletown location on 3/11/and cancelled the refused itemsThe customer was then refunded $back to their credit card and signed the receiptThe customer only paid for the items that were successfully deliveredWe regret this may not be the response our guest hoped to receive; however, we have refunded them for the returned merchandise and if they are still interested in purchasing these items we would be more than happy to create a new saleIf you have any other questions please contact our Customer Care Center at [redacted] ***Once again, thank you for contacting our Customer Care Corporate Office in Edison and allowing Ashley an opportunity to respond Respectfully submitted, Factory Direct Enterprises LLCd/b/a Ashley Furniture HomeStore [redacted] Tell us why here
June 29, Revdex.com Serving New Jersey Whitehorse-Hamilton Square Rd Building A, Suite Hamilton, NJ 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/ 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 PlanOur 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 requestedAgain, thank you for contacting FDE Ashley Furniture Homestores and allowing us an opportunity to respond Respectfully submitted, Factory Direct Enterprises LLCd/b/a Ashley Furniture HomeStore [redacted] ***
To whom this may concern,Please be advised we offered our guest two options, exchange of the pieces or a refund of $1,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 onIf our guest accepts any of the options provided please reach out to our guest experience center at ###-###-####Best regards
To whom this may concern,I apologize for any inconvenience this may have causedYou agreed to delivery on 8/10/2016, and was not satisfied with the four hour window provided for deliveryOur system routes geographically according to how many guests we are delivering to as well as the amount of merchandise being carried on one truckTypically if a customer does not like the timeframe or cannot accommodate (i.e finding someone to accept delivery for the customer) we do charge a redelivery fee, please be aware that this is because the day before delivery the trucks are already loaded, merchandise is off the shelf, and any cancellations disturb the route and timeframe for the rest of our guestsOn the terms and conditions signed at the time of sale it does state that delivery is non-refundableHowever, that day we made an exception and did not charge you the restocking feesPlease allow your bank to show the refund of $to clear.Along with this response, we have a provided attached forms showing the refund credit for $made on 9/27/2016, we were originally going to charge you the restocking fee but were able to waive the chargesI suggest you wait 5-business days to allow the information to process with your bankIf you do not see any changes please reach out to your store and contact Kenya who is aware of your situationThank you
To whom this may concern, We are sorry for any inconvenience this may have caused, luckily one of our managers was able to trace back to your original serial number using your invoice number that was provided by the manufacturer (please see attached forms of serial # and your sales history)There will be a credit waiting for you for your leather peeling, please go into the store any date on or after 10/03/for a reselection, just provide your name and your phone number at time of purchaseWe thank you for your patience, Have a wonderful day
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 HomeStoreHave a great day, [redacted]
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced As you may be aware, Ashley Furniture HomeStore offers a limited one-year manufacture warranty that covers manufacturing defects only At the time of purchase, we would have offered you the option to purchase a five year protection plan which would cover accidents and incidents similar to what you have described The table that you purchased is a solid wood table with veneers This table should not be exposed to liquids sitting directly on top of the finish This table is still being offered and as a courtesy, we would be willing to offer you a 20% discount off of the original retail price of the piece Thank you, Melanie
To Whom It May Concern:Thank you for your prompt response Ashley Furniture HomeStore is only responsible for manufacture defects, we believe that the service specialist will not be able to assist you with a peeling or lifting veneer do to moisture Most table top damage must be repaired in a repair facility We would be happy to offer you a discount towards a new purchase.Thank you, Melanie