To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience you have experienced Our records do not have any indication of any purchase being made The finance company, [redacted] , should be able to assist you at [redacted] Our staff does not enter or fill out anything on the finance application We have portals within our showrooms that are provided for the customers to apply for credit Once customers are approved, the finance relationship is between the finance company and the consumer.Have a great day, [redacted]
I am rejecting this response because:This is not true at all I originally thought it was the cushion, requested another cushion, and it was sent When we sat on the new cushion, it immediately deflated I called again and a technician came and examined the couch IT WAS NOT THE CUSHION He said it was the springs which are broken They told me someone has to come to my home and repair it A BRAND NEW SOF! The response was not true at all
Complaint: [redacted] I am rejecting this response because:Hello Melanie,It is now weeks and day since your delivery of your poor quality furnitureThis furniture quality is comparable to [redacted] or [redacted] products that are bolted together by the consumerIt is pure junkI understand fully that you have a term of sale and you do not want returns at all after transfer of product to consumerReturns the next day or later I understand is not in your companies best interestBut 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 yoursI have bought other Ashley products with no issues at all, even bought online some products for my daughters roomThat online purchase was returned to your company with no issues weeks after deliveryI was told I had to pay ups shipping to return product and I had days to make the return with a 100% return of my moneyI don't understand why ordering it online in the store is different from thatI also don't understand why you say that you don't have that day return policy for online purchases as I have done that in the pastAs noted I don't understand why Ashley is willing to lose a customer over me calling hours after delivery and offering to pay truck to come to mu house a second time and pay a reasonable restocking fee for your troublesThis 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 workI 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 retentionUnfortunately 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 transferYour customer service personnel that I called hours after delivery told me the same thing about exchanging furnitureWe did not take that offer then or now because it does not work for us this timeThe reason it does not work for us is that we are looking for black furniture onlyThe 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 nowIt is upsetting to us that Ashley did not make a exception for us literally hours after the transaction not days or weeksHow 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 nowI had no recourse then and now but to go to the Revdex.comThis 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 returnIt has been 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 untouchedAlso as noted the one dresser has a broken side pressboard panel that we found the same hours later upon thorough inspecting when we got home after workCan 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, 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 confusionPlease 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 resolutionHave a wonderful evening
c I am rejecting this response because: This is NOT "working with the customer"! Making us pay 40% of a bed that you are fully admitting had a factory change and is NOT the original bed that we ordered is disgraceful! Paying 40% of the bed is the original return policy for someone who has just decided that they do not like their purchaseThis is NOT the case hereI will repeat: there WAS a factory change, which you HAVE admitted to; this is NOT the original bed we ordered, ASHLEY must hold up to their "high" customer service standards and provide a FULL 100% store credit for THEIR mistakeIf we were notified of this change PRIOR to delivery we would never have accepted it! This is not a case of a "customer's personal preference" but of Ashley Furniture trying to swindle a customer into paying for a very expensive bed that is not what they orderedWe are not even askig for money back, just a 100% store creditIf this does not happen, we will take legal action c
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
I am rejecting this response because: ASHLEY FURNITURE HAS A PATTERN OF SAYING ONE THING, BUT NEVER FOLLOWING THRU ON THEIR WORDIT IS ABSOLUTELY NOT TRUE WHAT THIS MELANIE PERSON SAIDI HAVE NEVER RECEIVED A PHONE CALL AS OF YET FROM THEMI WAS TOLD BY A MANAGER NAMED SAHAR THAT SHE WILL PLACE AN ORDER FOR REPLACEMENT SAFA ON 10/26/AND SOMEONE WILL CALL ME BACKBUT OF COURSE IT WAS LL A LIE AND NO ONE HAS MADE AN ATTEMPT TO CALL ME ASHLEY FURNITURE IS PLAYING GAMES WITH ME AND THIS IS NO LONGER ACCEPTABLEI WANT MY SOFA REPLACED NOW!!!!
I am rejecting this response because: This response does not answer our original complaintTheir response only highlights a portion of a warrantyIt does not state who to contact, what to do next, or if we will be charged for the repairIt does not state anything regarding repairing our item in anyway
Complaint: [redacted] I am rejecting this response because: I was given a ripped sofa and that is unfair when if I paid for a brand new sofa I should receive a sofa with no defaultsI shouldn't have to make any repairs to a new sofaIt is unfair to me Regards, [redacted]
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
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 ($refund) The customers receipt is not for leather chairs but for fabricWe invite the customer to come to our location and speak to a Sales Manager that can work out the best price for the [redacted] familyPlease let me know if I can offer any further informationThank you
To whom this may concern,Please be advised our records show a refund check has already been sent out, if our guest has still not received their refund check please reply to this message.Per our records, the check should have been received by now.Best regards,Miryam C***
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience this consumer may have experienced This consumer decided to take advantage of one of the financing options that we offer in store which is a rent to own option with Acceptance Now Many of the concerns that the consumer brought up in this complaint are processes specific to that financing option Although, we offer this financing in our showrooms, Acceptance Now desks are operated and governed by their policies and procedures.Thank you, [redacted]
To whom it may concern, We do empathize with your current situation, and after careful review of the account have come to a resolutionAfter careful review of your account, it was determined that on 11/25/2016, you were at our Fairfield location at which time you made a purchase under Sale #***-***- [redacted] At this time, you were given a copy of your sale receipt which had all Terms and Conditions on the reverse side, and you filled out a measuring formOn 1/7/2017, we attempted to make your delivery at which time it was discovered that the footboard did not fit into your home, and so all merchandise was refusedIn accordance with the Terms and Conditions, we did bring back the merchandise, and currently we have an open sale that can be cancelled or amended at your requestYou state that you were never offered a measuring service, however on the Terms and Conditions we do have a category that covers the measuring serviceThe section states (verbatim): “Don’t let a no fit happen to you!: For a nominal fee of $40, our Delivery Service will visityour home to take measurements to make sure the merchandise will fit prior to deliveryThis fee is non-refundableIt is very important you make certain the furniture you purchased will fit through all of your doors, hallways and in the room you want.” Directly below this section is a section outlining your options in the event of a no-fitThe section states (verbatim): “What if an item does not fit upon Delivery: You can refuse an item that does not fit at the time of delivery onlyIf you refuse the item and you wish to return to our showroom to reselect, a second delivery charge will be appliedPlease note delivery charges are non-refundablePlease see refunds policy above.” In accordance with these policies, we will not be able to give you a full refundYour sale remains open, and at your request may be cancelled for a refund of all but your delivery feeThank you for your time, and have an amazing day!
[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 meLet it be very clear, it was not an immediate responseI’ve had to contact them on a number of occasionsThe reason why I am getting a new tv stand is based on the number of phone calls I’ve had to makeThe employees I’ve dealt with the most incompetent and unprofessional employees that I’ve ever encounteredNo one has responded to my e-mails and every time I’ve called the responses from the representatives were ridiculous and unreasonableI do not wish to close this case until I have had the opportunity to thoroughly inspect the furniture due to Ashley’s lack of integrity and ethicsThey sent a defective item and the delivery people tried to hide damagesAdditionally Ashley took almost six weeks to Order my pieces and Decide they would send me another tv standThe immediate part of Ashely’s response is a total lie Regards, [redacted]
To whom it may concern,From our understanding, since you rejected the response on 1/17/we have been in correspondence with you and scheduled an exchange for the defective merchandise which will be taking place on 1/26/We hope this message finds you doing well, and that we are still proceeding with the resolution proposedHave a wonderful day!
To whom it may concern,You are absolutely right, as claims were opened under your account (Please see attached documents)One was opened under Service Request # [redacted] on 9/16/at which time we requested pictures of the damages so that we could determine the nature of the issue and proceed accordinglyWe received no pictures and left a message to which there was no response, and so your request was inherently closedThe second claim was opened under Service Request # [redacted] on 4/22/at which time we once again request pictures and stated we would order parts after receiving picturesOnce again the purpose of these pictures is to assess the damage so that we can order the correct partsThe following day we left a message on your voice mail to remind you to send in picturesWe left another message on 4/23/On 4/25/we left a message and sent an email reminder, to which we received no responseOn 4/29/we left another message to request pictures and we offered to re-open the claim once pictures were sent inSince then we have not heard from you until we received your complaint to the Revdex.comWe 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 closedAt this time you are well out of your warranty period, and so we will not be able to open another claimIf 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 repairsAny repairs they would make would be out-of-pocket expenses, as you are not covered under warrantyThank you for your time, and have wonderful day!
March 24, 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 3/20/We have been unsuccessful in finding the guest in our account with the information providedIs there an invoice number or customer ID number available? Regards
To Whom It May Concern:This customer is scheduled for an exchange tomorrow, September 1st, The drivers are scheduled to be at the customer's home between 7:30am-11:30am
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience you have experienced Our records do not have any indication of any purchase being made The finance company, [redacted] , should be able to assist you at [redacted] Our staff does not enter or fill out anything on the finance application We have portals within our showrooms that are provided for the customers to apply for credit Once customers are approved, the finance relationship is between the finance company and the consumer.Have a great day, [redacted]
I am rejecting this response because:This is not true at all I originally thought it was the cushion, requested another cushion, and it was sent When we sat on the new cushion, it immediately deflated I called again and a technician came and examined the couch IT WAS NOT THE CUSHION He said it was the springs which are broken They told me someone has to come to my home and repair it A BRAND NEW SOF
! The response was not true at all
Complaint: [redacted] I am rejecting this response because:Hello Melanie,It is now weeks and day since your delivery of your poor quality furnitureThis furniture quality is comparable to [redacted] or [redacted] products that are bolted together by the consumerIt is pure junkI understand fully that you have a term of sale and you do not want returns at all after transfer of product to consumerReturns the next day or later I understand is not in your companies best interestBut 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 yoursI have bought other Ashley products with no issues at all, even bought online some products for my daughters roomThat online purchase was returned to your company with no issues weeks after deliveryI was told I had to pay ups shipping to return product and I had days to make the return with a 100% return of my moneyI don't understand why ordering it online in the store is different from thatI also don't understand why you say that you don't have that day return policy for online purchases as I have done that in the pastAs noted I don't understand why Ashley is willing to lose a customer over me calling hours after delivery and offering to pay truck to come to mu house a second time and pay a reasonable restocking fee for your troublesThis 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 workI 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 retentionUnfortunately 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 transferYour customer service personnel that I called hours after delivery told me the same thing about exchanging furnitureWe did not take that offer then or now because it does not work for us this timeThe reason it does not work for us is that we are looking for black furniture onlyThe 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 nowIt is upsetting to us that Ashley did not make a exception for us literally hours after the transaction not days or weeksHow 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 nowI had no recourse then and now but to go to the Revdex.comThis 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 returnIt has been 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 untouchedAlso as noted the one dresser has a broken side pressboard panel that we found the same hours later upon thorough inspecting when we got home after workCan 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, 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 confusionPlease 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 resolutionHave a wonderful evening
c I am rejecting this response because: This is NOT "working with the customer"! Making us pay 40% of a bed that you are fully admitting had a factory change and is NOT the original bed that we ordered is disgraceful! Paying 40% of the bed is the original return policy for someone who has just decided that they do not like their purchaseThis is NOT the case hereI will repeat: there WAS a factory change, which you HAVE admitted to; this is NOT the original bed we ordered, ASHLEY must hold up to their "high" customer service standards and provide a FULL 100% store credit for THEIR mistakeIf we were notified of this change PRIOR to delivery we would never have accepted it! This is not a case of a "customer's personal preference" but of Ashley Furniture trying to swindle a customer into paying for a very expensive bed that is not what they orderedWe are not even askig for money back, just a 100% store creditIf this does not happen, we will take legal action c
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
I am rejecting this response because: ASHLEY FURNITURE HAS A PATTERN OF SAYING ONE THING, BUT NEVER FOLLOWING THRU ON THEIR WORDIT IS ABSOLUTELY NOT TRUE WHAT THIS MELANIE PERSON SAIDI HAVE NEVER RECEIVED A PHONE CALL AS OF YET FROM THEMI WAS TOLD BY A MANAGER NAMED SAHAR THAT SHE WILL PLACE AN ORDER FOR REPLACEMENT SAFA ON 10/26/AND SOMEONE WILL CALL ME BACKBUT OF COURSE IT WAS LL A LIE AND NO ONE HAS MADE AN ATTEMPT TO CALL ME ASHLEY FURNITURE IS PLAYING GAMES WITH ME AND THIS IS NO LONGER ACCEPTABLEI WANT MY SOFA REPLACED NOW!!!!
To Whom It May Concern:This customer accepted an exchange on 11/6/ Please let me know if I can assist you further.Thanks,Melanie
I am rejecting this response because: This response does not answer our original complaintTheir response only highlights a portion of a warrantyIt does not state who to contact, what to do next, or if we will be charged for the repairIt does not state anything regarding repairing our item in anyway
Complaint: [redacted] I am rejecting this response because: I was given a ripped sofa and that is unfair when if I paid for a brand new sofa I should receive a sofa with no defaultsI shouldn't have to make any repairs to a new sofaIt is unfair to me Regards, [redacted]
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
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 ($refund) The customers receipt is not for leather chairs but for fabricWe invite the customer to come to our location and speak to a Sales Manager that can work out the best price for the [redacted] familyPlease let me know if I can offer any further informationThank you
To whom this may concern,Please be advised our records show a refund check has already been sent out, if our guest has still not received their refund check please reply to this message.Per our records, the check should have been received by now.Best regards,Miryam C***
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience this consumer may have experienced This consumer decided to take advantage of one of the financing options that we offer in store which is a rent to own option with Acceptance Now Many of the concerns that the consumer brought up in this complaint are processes specific to that financing option Although, we offer this financing in our showrooms, Acceptance Now desks are operated and governed by their policies and procedures.Thank you, [redacted]
To whom it may concern, We do empathize with your current situation, and after careful review of the account have come to a resolutionAfter careful review of your account, it was determined that on 11/25/2016, you were at our Fairfield location at which time you made a purchase under Sale #***-***- [redacted] At this time, you were given a copy of your sale receipt which had all Terms and Conditions on the reverse side, and you filled out a measuring formOn 1/7/2017, we attempted to make your delivery at which time it was discovered that the footboard did not fit into your home, and so all merchandise was refusedIn accordance with the Terms and Conditions, we did bring back the merchandise, and currently we have an open sale that can be cancelled or amended at your requestYou state that you were never offered a measuring service, however on the Terms and Conditions we do have a category that covers the measuring serviceThe section states (verbatim): “Don’t let a no fit happen to you!: For a nominal fee of $40, our Delivery Service will visityour home to take measurements to make sure the merchandise will fit prior to deliveryThis fee is non-refundableIt is very important you make certain the furniture you purchased will fit through all of your doors, hallways and in the room you want.” Directly below this section is a section outlining your options in the event of a no-fitThe section states (verbatim): “What if an item does not fit upon Delivery: You can refuse an item that does not fit at the time of delivery onlyIf you refuse the item and you wish to return to our showroom to reselect, a second delivery charge will be appliedPlease note delivery charges are non-refundablePlease see refunds policy above.” In accordance with these policies, we will not be able to give you a full refundYour sale remains open, and at your request may be cancelled for a refund of all but your delivery feeThank you for your time, and have an amazing day!
[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 meLet it be very clear, it was not an immediate responseI’ve had to contact them on a number of occasionsThe reason why I am getting a new tv stand is based on the number of phone calls I’ve had to makeThe employees I’ve dealt with the most incompetent and unprofessional employees that I’ve ever encounteredNo one has responded to my e-mails and every time I’ve called the responses from the representatives were ridiculous and unreasonableI do not wish to close this case until I have had the opportunity to thoroughly inspect the furniture due to Ashley’s lack of integrity and ethicsThey sent a defective item and the delivery people tried to hide damagesAdditionally Ashley took almost six weeks to Order my pieces and Decide they would send me another tv standThe immediate part of Ashely’s response is a total lie Regards, [redacted]
To whom it may concern,From our understanding, since you rejected the response on 1/17/we have been in correspondence with you and scheduled an exchange for the defective merchandise which will be taking place on 1/26/We hope this message finds you doing well, and that we are still proceeding with the resolution proposedHave a wonderful day!
To whom it may concern,You are absolutely right, as claims were opened under your account (Please see attached documents)One was opened under Service Request # [redacted] on 9/16/at which time we requested pictures of the damages so that we could determine the nature of the issue and proceed accordinglyWe received no pictures and left a message to which there was no response, and so your request was inherently closedThe second claim was opened under Service Request # [redacted] on 4/22/at which time we once again request pictures and stated we would order parts after receiving picturesOnce again the purpose of these pictures is to assess the damage so that we can order the correct partsThe following day we left a message on your voice mail to remind you to send in picturesWe left another message on 4/23/On 4/25/we left a message and sent an email reminder, to which we received no responseOn 4/29/we left another message to request pictures and we offered to re-open the claim once pictures were sent inSince then we have not heard from you until we received your complaint to the Revdex.comWe 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 closedAt this time you are well out of your warranty period, and so we will not be able to open another claimIf 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 repairsAny repairs they would make would be out-of-pocket expenses, as you are not covered under warrantyThank you for your time, and have wonderful day!
March 24, 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 3/20/We have been unsuccessful in finding the guest in our account with the information providedIs there an invoice number or customer ID number available? Regards
To Whom It May Concern:This customer is scheduled for an exchange tomorrow, September 1st, The drivers are scheduled to be at the customer's home between 7:30am-11:30am