To Whom It May Concern:This bed did not have a factory change. The change that you are describing was for a mattress with a different model number. I apologize that this bed does not work for this customer and we would like to work with them. As an effort of goodwill we have offered the options in the previous response. If the customer would like to take advantage of the options, we would be happy to assist them.c
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me because spending more money is not the solution, however, I would not proceed with the claim
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,
*** ***
[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 meThanks so much!
Regards,
*** ***
February 24, Revdex.com Serving New Jersey Whitehorse-Hamilton Square Rd Building A, Suite Hamilton, NJ Re: *** *** Case: *** To whom this may concern: Thank you for contacting our Customer Care
Corporate Office regarding case # *** received on 2/17/After careful review of the guest’s account, we have determined that the customer reported issues with their dining room table on 2/1/In respect to the agreed upon Terms and Conditions, floor-sample items do not have warrantiesThe customer had a third-party delivery company pick the items up from the showroom, therefore we cannot be held liable for any cosmetic damages that may have occurred in transit to the customer’s homeThe customer however, purchased an Extended Protection Plan which is valid for yearsSupporting documentation has been attached to this responseWe regret this may not be the response our guest hoped to receiveOnce 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 *** *** * *** Tell us why here
To whom it may concern, We do apologize for this was not mentioned to us on the original complaint, since then we have verified that there were system issues which did not allow for a formal Sale Receipt to be printed out, meaning you would not have had the ability to read the Terms and ConditionsDespite this, we were able to verify that on 1/14/you did receive a full refund for the sale total of $1,onto a *** (see attached refund receipt)We do apologize again for any misunderstanding; however, we have fulfilled your desired settlementThank you very much for your time, and have a wonderful day
Complaint: ***
I am rejecting this response because: it is not policy to be rude to the customerit is also not policy to give wrong information to the customer and notify the customer the day of delivery that the product isnt availableit is also not policy to have the customer come into the store to process a refund and then no one knows what is going onclearly they have not thoroughly read my complaint.that was not an acceptable answer
Regards,
*** ** *** ***
To Whom It May Concern:Based off of the information in our system, it seems that there is an open service request (***) that was opened for this consumer. As per the conversation between our representative and this consumer, pictures have been requested. This consumer would need to send pictures of the concerns, so we can evaluate the product and determine how to resolve the concerns under the manufacture warranty if it applies. This customer is invited to send in pictures within this claim or to our *** email address. Please include the request number listed above so we can locate them and identify to whom they belong. Once we receive pictures, our team will contact the consumer with a resolution. Have a great day, Melanie
To Whom It May Concern:This customer received a replacement todayPlease let me know if there is anything further that we can assist them with.Thank you, ***
Complaint: ***
I am rejecting this response because:Please re-read the complaintI did NOT purchase furnitureThe finance manager did NOT honor the price HE gave me
Regards,
*** ***
At this time, *** *** DOES have a credit available, To whom it may concern,After careful review of the account, a determination has been made.Although you were initially informed that we could not honor the warranty because you did not have a matching box spring, we are currently honoring
the warranty.We do apologize for any inconvenience this may have caused, however, there was a misunderstanding during your claim in which our management team had understood that there was no box spring present.The stipulations of Sealy’s mattress warranty are that the mattress must be sinking more than 1.5” (.75” if memory foam), must have law tags in place, must be in sanitary condition (clear of rips/stains), and must have all proper supports (bed frame, box spring, etc.).We were able to verify with the technician that, although your box spring was not purchased through Ashley Furniture Homestore, it was properly supporting the mattressSince this discovery, a member of staff from our Customer Care Department spoke with you on 2/27/after you called into our office and informed you that you currently have a credit available at the showroom to reselect for a new mattress.Once again, we do apologize for the misunderstanding, however we have addressed the error and you currently have a credit available at the showroom to select a new mattress, or the same mattress again if it is still an available item.Thank you for your time, and have a wonderful day! I hope this reaches you in time, as I do not wish to confuse the situation for Ms***Please feel free to reach out to me if I have to do anything further on my end to resolve this mistakeI can be reached at this email ***) or ###-###-####Thank you, and have a great day!
To whom this may concern, Our manufacturer warranty is only one year long, as stated in our terms and conditions page that is given in the storesRepresentatives do not have access to all order history and are not able to process claims with this information, only management can research with the manufacturers informationIn regards to your concern about the number indicated in our browser query, this is the new order number that is created when a part is being ordered, something like a tracking number for the part being orderedPlease see your same attachment where I have drawn arrows to show you where the order number is actually located on that same screen, labeled as PO (parts order)The '***' is the correct number, and we attempted again to place parts order, we also included the manufacturer's invoice number, the same message shows no parts are orderablePlease be aware, the information was blacked out as to not cause confusion and to point out clearly the numbers we were usingAttached you'll see the information of the same page, but with all the information available as requested. There, you will see that the SKU # is just the item # (model number) not the actual serial number or even a number we could use to find your information
[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,
*** ***
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience. We have a in home damage process that includes our claims department. This customer has been working with the claims department and the claim in they system. The claim is currently in process and we will be in touch soon.Thank you,Melanie
To Whom It May Concern:Ashley Furniture HomeStore is committed to assisting our customers with any servicing issues. Our specialist tried to resolve this customer's concerns but the day that our specialist had gone to the customer's home there was a power outage and our specialist could not
use any of his power tools. We have since offered the customer the opportunity to reschedule the service
Complaint: ***
I am temporarily rejecting this response because:This is a disapointing response as it indicates the level of service and customer care we have experienced with this order is within your expecations and therefore does not warrant an exception to your written policy. My request for an exception to policy is based on the exceptionally bad experience we have had. With that said, however, I would appreciate a point of contact and their phone number with extension, so I can get the exchanges (footboard, headboard and side rail) completed as smoothly as possible. Calling the generic customer cr and the response / lack of response I received is what prompted the Revdex.com complaint. Can you please provide me a Point of Contact who will assist me in bringing our purchase up to showroom quality as quickly as possible?
Regards,
*** ***
To Whom It May Concern:Thank you for bringing this concern to our attention. It is our goal to delight you and offer you a reselection in our showroom. Please contact me directly at *** *** ***Thank you, ***
Complaint: ***
I am rejecting this response because:
I have not heard back from Ashley furnitureWe been dealing with this issue for months now and still no resolutionAshley needs to take ownership of this know peeling product issue and provide us with a full refund or equal value credit
Regards,
*** ***
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience. We have determined that we would like to exchange the product for this customer. Our team will be reaching out to this customer to schedule their delivery before the weekend.Thank you, Melanie
To Whom It May Concern:This bed did not have a factory change. The change that you are describing was for a mattress with a different model number. I apologize that this bed does not work for this customer and we would like to work with them. As an effort of goodwill we have offered the options in the previous response. If the customer would like to take advantage of the options, we would be happy to assist them.c
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me because spending more money is not the solution, however, I would not proceed with the claim
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,
*** ***
[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 meThanks so much!
Regards,
*** ***
February 24, Revdex.com Serving New Jersey Whitehorse-Hamilton Square Rd Building A, Suite Hamilton, NJ Re: *** *** Case: *** To whom this may concern: Thank you for contacting our Customer Care
Corporate Office regarding case # *** received on 2/17/After careful review of the guest’s account, we have determined that the customer reported issues with their dining room table on 2/1/In respect to the agreed upon Terms and Conditions, floor-sample items do not have warrantiesThe customer had a third-party delivery company pick the items up from the showroom, therefore we cannot be held liable for any cosmetic damages that may have occurred in transit to the customer’s homeThe customer however, purchased an Extended Protection Plan which is valid for yearsSupporting documentation has been attached to this responseWe regret this may not be the response our guest hoped to receiveOnce 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 *** *** * *** Tell us why here
Hello, We have successfully scheduled this customer for service with our specialist.Thank you, Melanie
To whom it may concern, We do apologize for this was not mentioned to us on the original complaint, since then we have verified that there were system issues which did not allow for a formal Sale Receipt to be printed out, meaning you would not have had the ability to read the Terms and ConditionsDespite this, we were able to verify that on 1/14/you did receive a full refund for the sale total of $1,onto a *** (see attached refund receipt)We do apologize again for any misunderstanding; however, we have fulfilled your desired settlementThank you very much for your time, and have a wonderful day
Complaint: ***
I am rejecting this response because: it is not policy to be rude to the customerit is also not policy to give wrong information to the customer and notify the customer the day of delivery that the product isnt availableit is also not policy to have the customer come into the store to process a refund and then no one knows what is going onclearly they have not thoroughly read my complaint.that was not an acceptable answer
Regards,
*** ** *** ***
To Whom It May Concern:Based off of the information in our system, it seems that there is an open service request (***) that was opened for this consumer. As per the conversation between our representative and this consumer, pictures have been requested. This consumer would need to send pictures of the concerns, so we can evaluate the product and determine how to resolve the concerns under the manufacture warranty if it applies. This customer is invited to send in pictures within this claim or to our *** email address. Please include the request number listed above so we can locate them and identify to whom they belong. Once we receive pictures, our team will contact the consumer with a resolution. Have a great day, Melanie
To Whom It May Concern:This customer received a replacement todayPlease let me know if there is anything further that we can assist them with.Thank you, ***
Complaint: ***
I am rejecting this response because:Please re-read the complaintI did NOT purchase furnitureThe finance manager did NOT honor the price HE gave me
Regards,
*** ***
At this time, *** *** DOES have a credit available, To whom it may concern,After careful review of the account, a determination has been made.Although you were initially informed that we could not honor the warranty because you did not have a matching box spring, we are currently honoring
the warranty.We do apologize for any inconvenience this may have caused, however, there was a misunderstanding during your claim in which our management team had understood that there was no box spring present.The stipulations of Sealy’s mattress warranty are that the mattress must be sinking more than 1.5” (.75” if memory foam), must have law tags in place, must be in sanitary condition (clear of rips/stains), and must have all proper supports (bed frame, box spring, etc.).We were able to verify with the technician that, although your box spring was not purchased through Ashley Furniture Homestore, it was properly supporting the mattressSince this discovery, a member of staff from our Customer Care Department spoke with you on 2/27/after you called into our office and informed you that you currently have a credit available at the showroom to reselect for a new mattress.Once again, we do apologize for the misunderstanding, however we have addressed the error and you currently have a credit available at the showroom to select a new mattress, or the same mattress again if it is still an available item.Thank you for your time, and have a wonderful day! I hope this reaches you in time, as I do not wish to confuse the situation for Ms***Please feel free to reach out to me if I have to do anything further on my end to resolve this mistakeI can be reached at this email ***) or ###-###-####Thank you, and have a great day!
To whom this may concern, Our manufacturer warranty is only one year long, as stated in our terms and conditions page that is given in the storesRepresentatives do not have access to all order history and are not able to process claims with this information, only management can research with the manufacturers informationIn regards to your concern about the number indicated in our browser query, this is the new order number that is created when a part is being ordered, something like a tracking number for the part being orderedPlease see your same attachment where I have drawn arrows to show you where the order number is actually located on that same screen, labeled as PO (parts order)The '***' is the correct number, and we attempted again to place parts order, we also included the manufacturer's invoice number, the same message shows no parts are orderablePlease be aware, the information was blacked out as to not cause confusion and to point out clearly the numbers we were usingAttached you'll see the information of the same page, but with all the information available as requested. There, you will see that the SKU # is just the item # (model number) not the actual serial number or even a number we could use to find your information
[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,
*** ***
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience. We have a in home damage process that includes our claims department. This customer has been working with the claims department and the claim in they system. The claim is currently in process and we will be in touch soon.Thank you,Melanie
To Whom It May Concern:Ashley Furniture HomeStore is committed to assisting our customers with any servicing issues. Our specialist tried to resolve this customer's concerns but the day that our specialist had gone to the customer's home there was a power outage and our specialist could not
use any of his power tools. We have since offered the customer the opportunity to reschedule the service
Complaint: ***
r and the response / lack of response I received is what prompted the Revdex.com complaint. Can you please provide me a Point of Contact who will assist me in bringing our purchase up to showroom quality as quickly as possible?
I am temporarily rejecting this response because:This is a disapointing response as it indicates the level of service and customer care we have experienced with this order is within your expecations and therefore does not warrant an exception to your written policy. My request for an exception to policy is based on the exceptionally bad experience we have had. With that said, however, I would appreciate a point of contact and their phone number with extension, so I can get the exchanges (footboard, headboard and side rail) completed as smoothly as possible. Calling the generic customer c
Regards,
*** ***
To Whom It May Concern:Thank you for bringing this concern to our attention. It is our goal to delight you and offer you a reselection in our showroom. Please contact me directly at *** *** ***Thank you, ***
Complaint: ***
I am rejecting this response because:
I have not heard back from Ashley furnitureWe been dealing with this issue for months now and still no resolutionAshley needs to take ownership of this know peeling product issue and provide us with a full refund or equal value credit
Regards,
*** ***
To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience. We have determined that we would like to exchange the product for this customer. Our team will be reaching out to this customer to schedule their delivery before the weekend.Thank you, Melanie