To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience you may have experienced The consumer first contacted Ashley Furniture in May of His complaint was that the bed was making noise As per our terms and conditions of our sale, we sent out a service specialist The service specialist determined that the boxspring was defective and we replaced the boxspring.The customer called us back in December and stated that they were once again experiencing a noisy bed Ashley Furniture HomeStore sent out a service specialist who determined that the issue was not the bed, but the friction between the bed and the hardwood floor This specialist also determined that the bed was set up correctly under the manufacturing recommendations and nothing on the bed was loose or incorrectly installed On December 30th, we offered to send the customer non-skid pads that could be installed to resolve the customer's noise complaint The customer refused the non-skid pads and has refused subsequent offers The concerns with this customer's bed are not manufacturing defects Ashley Furniture offers a limited one year manufacture warranty, please click this link for the full copy:http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx At this point, the customer does not have a warranty issue and has not complied with any suggestionsThank you, Melanie
To whom this may concern,After receiving copies of your concerns we have attempted to search for you accountWe ask that you please provide some form of identification whether it be you sales number or the name under the account.Unfortunately, the information provided did not pull up any purchase historyPlease confirm the store location at which purchase was made.Best regards,Miryam C [redacted]
Complaint: [redacted] I am rejecting this response because: ya eh hablado varias veces con acceptance now con la senorita Rosy representante en la tienda Ashley en Yonkers, hace ya unas semanas o mas dicen que vienen a recojer la mercancia Y aun estoy esperando, supuestamente venian el dia 4/12/o el 4/13/Y ya hoy es 4/14/Y nada que vienen a recojer la mercancia, todos los dias me posponen la fecha Y ya llevo en esto mas de un mes desde el dia 3/5/ Regards, [redacted] ***
Ashley Furniture DID NOT review we us the mattress high with the bed frame we selected.We also were not informed of the additional protection plan added to the purchase.All they supplied to you was my receiptsThe check list was filled out the them, I did not fill this out!Thanks, [redacted]
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-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, 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]
To whom this may concerns,Please be advised, [redacted] is a third-party company and we cannot rush any services that they are going to renderTypically, [redacted] sends us requests for parts and we will place the order to the name and address provided by [redacted] However, per our records, we show parts for this piece are not orderableIn hopes of expediting your process with [redacted] we have sent an email advising them to contact you ASAPPlease allow [redacted] a few business days to contact you with a resolution[redacted] 's contact information is [redacted] and their fax number for processing is ###-###-####Best regards,Miryam C
I am running into a familiar issue that I have had with them for
all of these months and that is their lack of responseAs soon as I received this message on Friday I called and left Melanie a voicemail, I also called on Tuesday and again this morningvoicemail messages have been left for her and she has yet to return my call(s) so I am at a loss here of what to do. Any guidance or assistance regarding this matter would be appreciatedI didn't want to click accept or reject on the BB website as I am not sure what happens if I click accept and they do not honor their promise. Thank you in advance for your assistanceMy phone number is below if you prefer to give me a call.Best regards,*** ***ph: ***
Complaint: ***
I am rejecting this response because:Due to the short responses, it shows how much thought you put into the happiness of your customers and future businessThis has been a horrible experience, and you won't even make a one time exceptionYou have yet to acknowledge the broken piece that was mentioned in the first message
Regards,
*** ***
[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 ***, and find that this resolution is satisfactory to me. Please note, the item was refunded this month, not last month per the vendor's reply
Regards,
*** ***
To Whom It May Concern:We apologize that the customer is not satisfied with the product. Ashley Furniture HomeStore offers a one year limited manufacture warranty. At this point, the product has had several evaluations and our craftsman have continuously have determined that the item is up to manufacturing standards. For a full understanding of what is covered under our warranty, please click on this link: http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx At this time, we have tried to satisfy the customer multiple times with the same results. Thank you for your assistance in this matter, Melanie
To Whom It May Concern:Thank you for your inquiry. You purchased an Elite protection plan offered through ***. They can be contacted at ###-###-####. Please be advise that damage in transit is typically not covered under any protection plan. Thank you, Melanie
To Whom It May Concern:Ashley Furniture Home Store is offering this customer a full credit for his product. Our only stipulation is that the customer must use that credit to purchase living room furniture at one of our showrooms. In this particular case, the customer wants to see a product that is not on display in our Long Island locations. Every store that we own has the ability to order anything in the Ashley Furniture product line. Ashley Furniture is the largest furniture manufacturer in the US. We try to offer a variety of options in each of our locations and try to have something for everyone. On the Ashley Furniture website we offer 100s of options, but locally we can only display a variety depending on the square footage of the showroom. The set that this customer is interested in is available to be seen in our New Rochelle location and the customer does not want to make a purchase without sitting on the item. At this point the customer's store credit is in the system and available for use.Thank you, Melanie
To whom it may concern, We have received your complaint and after reviewing your account have come up with resolutions to quell any concernsTo begin, pilling is not considered a manufacturing defectPilling is defined as: “a surface defect of textiles caused by wear”All fabrics pill to an
extent over time, although some fabrics will pill less than othersIn regards to the service provided, we have done what is stated within our Manufacturer’s warranty, which addresses manufacturing defects only and allows us to service any manufacturing defects at no cost to the customerWe have not collected any funds for any parts or technician appointments in accordance with our WarrantyDespite this, and due to the sagging issues you’ve experienced, we will be granting options for your sectional that are outside of our standard operating procedure in an effort to delight you: 1. We can do an even exchange of the defective merchandise for brand new merchandise at no cost to you2. We can allow for a reselection, meaning we would allow a credit for the merchandise in your home for you to select new merchandise from the showroomDue to the fact that our Terms and Conditions do state that we do not accept the return of merchandise after delivery has been made, we would have to deduct a disposal fee from your credit as we will be picking up the merchandise in your home and disposing of it, and we would have to charge a new delivery fee as we will be delivering the new merchandise that you wish to selectIf the new merchandise you select exceeds the cost of your credit, you will be responsible for covering the difference in costIn regards to your request for an “extended warranty”, we do not offer such a thingWe have a 1-Year Limited Manufacturer’s Warranty, and we offer a 5-Year Protection Plan, which is an accidental/incidental coverage planWe can not offer this plan after delivery has been madeThank you very much for your time, and have a wonderful day!
To Whom It May Concern:Thank you for your response. We would love the opportunity to resolve your concern. If you have the tags or if the tags are on the piece, please contact our Customer Service Department and we will be happy to send a service specialist to evaluate the product once again. Our customer service department is open Monday through Saturday from 9AM-6PM and you can reach them by calling ***Thank you, ***
To whom it may concern, We do empathize with your current situation and have reviewed your account to determine an appropriate route for a resolutionAfter review of your account it was determined that you were in the showroom on 11/25/at which time you made a purchase totaling $4,of
which $1,was paid on an *** *** *** and the remaining $3,were financed through *** ***On the date of purchase you selected a desired delivery date of 12/20/and signed the Sale Receipt, formally accepting all Terms and Conditions on the reverse side of the receiptOn 12/20/we honored your desired delivery date at which time you or an authorized party accepted all merchandiseIn accordance with our Terms and Conditions, the acceptance of merchandise binds all Terms and ConditionsAlso outlined in those policies is the return policy, which states (verbatim): “We do not accept returns of any items after delivery.”Additionally, in our Terms and Conditions are options to refuse merchandise at the time of delivery, which were not rights that were exercisedIn accordance with our Warranty and due to your complaint, we did send a technician to identify any defectsThe technician was in your home on 12/28/at which time he inspected the merchandise and identified that there was a smell of stain paint on the wood which comes from the factory on brand new merchandise, and that this was and up to manufacturing standardsThe mattress and box springs were not responsible for the smellHe did state that you were uncomfortable with the smell and that you stated that you get headachesUpon review with our management team we have decided to allow for a reselection of the bed frame onlyDespite the fact that you agreed and binded Terms and Conditions which do not allow the return of any merchandise after delivery, we are willing to make an accommodation by allowing you to receive a credit back in the amount of the bed frame to reselect for another one at our showroomUpon delivery of the new bed frame, we would remove the one currently in your homeIf the bedframe you select exceeds the amount you paid for the current bed frame, you will be responsible for the differenceWe will not charge delivery or pifeesThe mattress and box springs are not included in this, as they were not found to be responsible for the smellWe hope this message finds you well, and thank you for being the best part of Ashley Furniture HomestoreHave a wonderful day!
Complaint: ***
I am rejecting this response because:
Both of the options I am being given have me spending more moneyI am not willing to give any more money than I already haveI am disgusted with Ashley's customer serviceValue me as a customer? That's laughableI wanted to do an even exchangeI did not even request my money backI cannot believe that no one is willing to work with usThis is the first mattress we've ever purchased and are completely uncomfortable and in pain every nightI am not at all satisfied with the merchant's options as they have me spending additional moneyI am not ok with this responseI will continue disputing this charge and continue to be in contact with my bankThis is awful customer service, awful business etiquette and is morally wrong on Ashley's partVery, very unhappy and will never shop there again, nor will any of my family and friends.
Regards,
*** ** ***
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Good Afternoon, Please see the attached forms, we have a thorough process that includes reviewing the size of the mattress with the customerOnce reviewed the customer signs the formIt is not our intention on selling anything to a customer that will not fit their needsThe back of our receipt
clearly states that there are not exchanges or refunds after deliveryAt the time of delivery the customer is surveyed as well as asked if the furniture has been set up to their likingThere was no complaint or concerns shared with us at time of delivery
Complaint: ***
I am rejecting this response because:I have been contacting you when I had warranty and you never responded after we sent proof of damage That's how long my sounds bed has been badThe bottom part of my sons bed broke not even months into purchasing it which demonstrates he quality of your product.
Regards,
*** ***
We have received the response from Melanie at Ashley Furniture and *** would like to move forward and schedule one of their techs to come out and inspect the furnitureCan you please ask Melanie to reach out to me so we can schedule it?
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience you may have experienced The consumer first contacted Ashley Furniture in May of His complaint was that the bed was making noise As per our terms and conditions of our sale, we sent out a service specialist The service specialist determined that the boxspring was defective and we replaced the boxspring.The customer called us back in December and stated that they were once again experiencing a noisy bed Ashley Furniture HomeStore sent out a service specialist who determined that the issue was not the bed, but the friction between the bed and the hardwood floor This specialist also determined that the bed was set up correctly under the manufacturing recommendations and nothing on the bed was loose or incorrectly installed On December 30th, we offered to send the customer non-skid pads that could be installed to resolve the customer's noise complaint The customer refused the non-skid pads and has refused subsequent offers The concerns with this customer's bed are not manufacturing defects Ashley Furniture offers a limited one year manufacture warranty, please click this link for the full copy:http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx At this point, the customer does not have a warranty issue and has not complied with any suggestionsThank you, Melanie
To whom this may concern,After receiving copies of your concerns we have attempted to search for you accountWe ask that you please provide some form of identification whether it be you sales number or the name under the account.Unfortunately, the information provided did not pull up any purchase historyPlease confirm the store location at which purchase was made.Best regards,Miryam C [redacted]
Complaint: [redacted] I am rejecting this response because: ya eh hablado varias veces con acceptance now con la senorita Rosy representante en la tienda Ashley en Yonkers, hace ya unas semanas o mas dicen que vienen a recojer la mercancia Y aun estoy esperando, supuestamente venian el dia 4/12/o el 4/13/Y ya hoy es 4/14/Y nada que vienen a recojer la mercancia, todos los dias me posponen la fecha Y ya llevo en esto mas de un mes desde el dia 3/5/ Regards, [redacted] ***
Ashley Furniture DID NOT review we us the mattress high with the bed frame we selected.We also were not informed of the additional protection plan added to the purchase.All they supplied to you was my receiptsThe check list was filled out the them, I did not fill this out!Thanks, [redacted]
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-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, 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]
To whom this may concerns,Please be advised, [redacted] is a third-party company and we cannot rush any services that they are going to renderTypically, [redacted] sends us requests for parts and we will place the order to the name and address provided by [redacted] However, per our records, we show parts for this piece are not orderableIn hopes of expediting your process with [redacted] we have sent an email advising them to contact you ASAPPlease allow [redacted] a few business days to contact you with a resolution[redacted] 's contact information is [redacted] and their fax number for processing is ###-###-####Best regards,Miryam C
I am running into a familiar issue that I have had with them for
all of these months and that is their lack of responseAs soon as I received this message on Friday I called and left Melanie a voicemail, I also called on Tuesday and again this morningvoicemail messages have been left for her and she has yet to return my call(s) so I am at a loss here of what to do. Any guidance or assistance regarding this matter would be appreciatedI didn't want to click accept or reject on the BB website as I am not sure what happens if I click accept and they do not honor their promise. Thank you in advance for your assistanceMy phone number is below if you prefer to give me a call.Best regards,*** ***ph: ***
Complaint: ***
I am rejecting this response because:Due to the short responses, it shows how much thought you put into the happiness of your customers and future businessThis has been a horrible experience, and you won't even make a one time exceptionYou have yet to acknowledge the broken piece that was mentioned in the first message
Regards,
*** ***
[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 ***, and find that this resolution is satisfactory to me. Please note, the item was refunded this month, not last month per the vendor's reply
Regards,
*** ***
To Whom It May Concern:We apologize that the customer is not satisfied with the product. Ashley Furniture HomeStore offers a one year limited manufacture warranty. At this point, the product has had several evaluations and our craftsman have continuously have determined that the item is up to manufacturing standards. For a full understanding of what is covered under our warranty, please click on this link: http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx At this time, we have tried to satisfy the customer multiple times with the same results. Thank you for your assistance in this matter, Melanie
To Whom It May Concern:Thank you for your inquiry. You purchased an Elite protection plan offered through ***. They can be contacted at ###-###-####. Please be advise that damage in transit is typically not covered under any protection plan. Thank you, Melanie
To Whom It May Concern:Ashley Furniture Home Store is offering this customer a full credit for his product. Our only stipulation is that the customer must use that credit to purchase living room furniture at one of our showrooms. In this particular case, the customer wants to see a product that is not on display in our Long Island locations. Every store that we own has the ability to order anything in the Ashley Furniture product line. Ashley Furniture is the largest furniture manufacturer in the US. We try to offer a variety of options in each of our locations and try to have something for everyone. On the Ashley Furniture website we offer 100s of options, but locally we can only display a variety depending on the square footage of the showroom. The set that this customer is interested in is available to be seen in our New Rochelle location and the customer does not want to make a purchase without sitting on the item. At this point the customer's store credit is in the system and available for use.Thank you, Melanie
To whom it may concern, We have received your complaint and after reviewing your account have come up with resolutions to quell any concernsTo begin, pilling is not considered a manufacturing defectPilling is defined as: “a surface defect of textiles caused by wear”All fabrics pill to an
extent over time, although some fabrics will pill less than othersIn regards to the service provided, we have done what is stated within our Manufacturer’s warranty, which addresses manufacturing defects only and allows us to service any manufacturing defects at no cost to the customerWe have not collected any funds for any parts or technician appointments in accordance with our WarrantyDespite this, and due to the sagging issues you’ve experienced, we will be granting options for your sectional that are outside of our standard operating procedure in an effort to delight you: 1. We can do an even exchange of the defective merchandise for brand new merchandise at no cost to you2. We can allow for a reselection, meaning we would allow a credit for the merchandise in your home for you to select new merchandise from the showroomDue to the fact that our Terms and Conditions do state that we do not accept the return of merchandise after delivery has been made, we would have to deduct a disposal fee from your credit as we will be picking up the merchandise in your home and disposing of it, and we would have to charge a new delivery fee as we will be delivering the new merchandise that you wish to selectIf the new merchandise you select exceeds the cost of your credit, you will be responsible for covering the difference in costIn regards to your request for an “extended warranty”, we do not offer such a thingWe have a 1-Year Limited Manufacturer’s Warranty, and we offer a 5-Year Protection Plan, which is an accidental/incidental coverage planWe can not offer this plan after delivery has been madeThank you very much for your time, and have a wonderful day!
To Whom It May Concern:Thank you for your response. We would love the opportunity to resolve your concern. If you have the tags or if the tags are on the piece, please contact our Customer Service Department and we will be happy to send a service specialist to evaluate the product once again. Our customer service department is open Monday through Saturday from 9AM-6PM and you can reach them by calling ***Thank you, ***
To whom it may concern, We do empathize with your current situation and have reviewed your account to determine an appropriate route for a resolutionAfter review of your account it was determined that you were in the showroom on 11/25/at which time you made a purchase totaling $4,of
which $1,was paid on an *** *** *** and the remaining $3,were financed through *** ***On the date of purchase you selected a desired delivery date of 12/20/and signed the Sale Receipt, formally accepting all Terms and Conditions on the reverse side of the receiptOn 12/20/we honored your desired delivery date at which time you or an authorized party accepted all merchandiseIn accordance with our Terms and Conditions, the acceptance of merchandise binds all Terms and ConditionsAlso outlined in those policies is the return policy, which states (verbatim): “We do not accept returns of any items after delivery.”Additionally, in our Terms and Conditions are options to refuse merchandise at the time of delivery, which were not rights that were exercisedIn accordance with our Warranty and due to your complaint, we did send a technician to identify any defectsThe technician was in your home on 12/28/at which time he inspected the merchandise and identified that there was a smell of stain paint on the wood which comes from the factory on brand new merchandise, and that this was and up to manufacturing standardsThe mattress and box springs were not responsible for the smellHe did state that you were uncomfortable with the smell and that you stated that you get headachesUpon review with our management team we have decided to allow for a reselection of the bed frame onlyDespite the fact that you agreed and binded Terms and Conditions which do not allow the return of any merchandise after delivery, we are willing to make an accommodation by allowing you to receive a credit back in the amount of the bed frame to reselect for another one at our showroomUpon delivery of the new bed frame, we would remove the one currently in your homeIf the bedframe you select exceeds the amount you paid for the current bed frame, you will be responsible for the differenceWe will not charge delivery or pifeesThe mattress and box springs are not included in this, as they were not found to be responsible for the smellWe hope this message finds you well, and thank you for being the best part of Ashley Furniture HomestoreHave a wonderful day!
Complaint: ***
I am rejecting this response because:
Both of the options I am being given have me spending more moneyI am not willing to give any more money than I already haveI am disgusted with Ashley's customer serviceValue me as a customer? That's laughableI wanted to do an even exchangeI did not even request my money backI cannot believe that no one is willing to work with usThis is the first mattress we've ever purchased and are completely uncomfortable and in pain every nightI am not at all satisfied with the merchant's options as they have me spending additional moneyI am not ok with this responseI will continue disputing this charge and continue to be in contact with my bankThis is awful customer service, awful business etiquette and is morally wrong on Ashley's partVery, very unhappy and will never shop there again, nor will any of my family and friends.
Regards,
*** ** ***
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Good Afternoon, Please see the attached forms, we have a thorough process that includes reviewing the size of the mattress with the customerOnce reviewed the customer signs the formIt is not our intention on selling anything to a customer that will not fit their needsThe back of our receipt
clearly states that there are not exchanges or refunds after deliveryAt the time of delivery the customer is surveyed as well as asked if the furniture has been set up to their likingThere was no complaint or concerns shared with us at time of delivery
Complaint: ***
I am rejecting this response because:I have been contacting you when I had warranty and you never responded after we sent proof of damage That's how long my sounds bed has been badThe bottom part of my sons bed broke not even months into purchasing it which demonstrates he quality of your product.
Regards,
*** ***
We have received the response from Melanie at Ashley Furniture and *** would like to move forward and schedule one of their techs to come out and inspect the furnitureCan you please ask Melanie to reach out to me so we can schedule it?