Furniture & Appliance Mart

We baught a couch and recliner from them back in january they booked a delicery for feb 20th but did not come no notice nothing . Finaly we recieved then and the reclibe vroke the first week we had it . But we baught that good insurence they have it took them a month and a half to come look at it ornered a part for it told me to call them back when it gets here so I got the part today and now they cant come back out to fix it untill june 17 . So now baught things from them and cant use them for the first 6 months WE WILL NEVET BUY ANYTHING FROM THEM AGAIN AND RECOMEND YOU DONT NIETHER

We reviewed pictures of our customer’s refrigerator, showing the dents made by our technician Our Service manager concluded that the parts that we intended to install would NOT cover the dents For this reason, she has agreed to replace the refrigerator She determined that while the tech did the right procedure to “seat” the seal, he should have placed something flat on the surface of the door frame before pounding, to distribute the force over a larger surface, to prevent a dent I’ve spoken to our customer, who has accepted this resolution I consider this complaint closed

Dear ***, Thank you for providing us with the opportunity to address our customer's concernsOur customer contacted us on 12/27/to report these problems Fortunately, our customer had purchased an extended warranty on these appliances, so we offered to repair these issues under the terms of the extended warranty, at no charge to the customer We ordered parts and completed service on 1/7/ Our technician reported that after installation of the required parts, everything tested OK We attempted to contact our customer on 1/12/to inquire about the effectiveness of the repair, but were unable to reach themWe believe the appliances are working appropriately and this issue is closed Please let us know if there is something further? Sincerely, [redacted] , Director of Customer Experience Boston, Inc dba Furniture & ApplianceMart, Ashley HomeStores, Mattress Mart Business Park Drive Stevens Point, WI

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Dear Mr***, We apologize for the misunderstanding your order will be cancelled, a refund will be credited to you and there is no restocking fee We will be calling you today to go over the refund details, your sales professional apologizes for any inconvenience to you and your family As always we strive to serve our customers, the Revdex.com does not change how we take care of our customers, please contact us directly with any needs so we may assist you Sincerely, [redacted]

To whom it may concern, I spoke to Mrs [redacted] on Monday, 12/22/and offered to extend the manufacturer's warranty on the Southern Motion Reclining Power Loveseat to October 12,2015, which is months of additional warranty coverage Mrs [redacted] accepted this offerMrs [redacted] has elected to have us pick up her loveseat and complete the repair in-shop We will schedule this as quickly as we canWe are pleased that the [redacted] s' concerns have been addressed and resolved to their satisfactionSincerely,

June 13, #1f497d;"> [redacted] Trade Practice Consultant Revdex.com of Wisconsin W Greenfield Ave Milwaukee, WI Regarding: Revdex.com of WI ID [redacted] Dear [redacted] I spoke with [redacted] on Tuesday, June 10, regarding the service she received after her purchase with Furniture & Appliance Outlet of De Pere In summary, [redacted] and [redacted] purchased a sectional for a total value of $out of the Furniture and ApplianceMart Outlet Store in De Pere, WI Upon delivery [redacted] noticed that the merchandise wasn't to their satisfaction Our service department was notified and we were in the process of repairing the merchandise as per manufacture warrantyAfter several service calls, over a few month time period, [redacted] and [redacted] wanted to return the merchandise for a full refund [redacted] , De Pere Outlet Manager, provided the following options to the ***'s 1) We would continue to service the merchandise 2) We offered to replace the "problem" pieces with brand new ones or 3) Return the merchandise for a full in store creditThe ***'s still requested the return of merchandise with a full refund to their bankcard Mr [redacted] offered to replace the product with brand new pieces or allow the return of the merchandise less a restocking fee since the ***'s already had the option to refused the merchandise at time of delivery for a full refund At this time the ***'s choose the option to return the merchandise with a restocking fee The merchandise was returned and on June 3, we processed a refund for $ After speaking with Ms [redacted] on June 10, regarding the unsatisfactory shopping experience she had I offered to mail her a gift card, for the difference of $453.24, to be used at any of our locations I explained it is our mission to exceed our customers expectations I truly hope they will give us another chance to prove our ability to promptly and professionally serve our customersMs [redacted] accepted my offer and the gift card was mailed out on Wednesday, June 11, Sincerely CC: ***a***@gmail.com

Hoses were included with my LG washing machineHowever the hoses LG provided for the machine weren't put on but steel hoses wereI was never asked if it was okay to put different hoses on my washing machineThe sales people and president of Furniture & ApplianceMart told me the washer did not include hosesThe owners manual clearly stated hoses were included and the same information was provided on LGs websiteI had to finally call the president & CEO to get my rubber hosesAbsolutely absurd that I had to waste many days and hours to get the hosesAfter the machine was installed a cycle was supposed to be run to make sure it was working correctlyThis was never performedPacking material was also left on the machineWe also purchased a TV from themI had planned on purchasing a refrigerator and dishwasher but I won't nowSales people don't seem to be interested in making follow up callsI was told that after days of purchasing the washing machine they were done helping meNo one has ever bothered to call me from the store to apologize for their mistakeThe machine is about two months old and the tub has been replaced along with a sealThe tech they sent told me there wasn't anything wrong with the machineI was informed the tech told LG the problems I was having were my fault!

February 16, To whom it may concern, We contacted our customer and discussed this issueThe sofa in question was years out of warranty Regardless, a free-of-charge repair of the sofa had been offered by the manager of the store where our customer made this purchase However, a repair is not possible, as parts are no longer available We felt badly, because this manager misspoke and may have raised our customer's hopes, so as a goodwill gesture, we estimated the cost of this repair, and offered to provide an in-store credit equal to the cost of this repair toward new furniture We let our customer know that, even if the fabric on the sofa worsened, or the fabric on the rest her furniture worsened, we would not be able to help herOur customer is discussing our offer with her spouse We offered to follwith her this weekSincerely,

Hello ***, I sent the following response to this complaint on 4/15/ Did you not receive it? I have copied it below, again, for your records- [redacted] ________________________________________________________________________________...⇄ From: [redacted] Sent: Wednesday, April 15, 1:PMSubject: FW: Revdex.com Final [redacted] , [redacted] 4/6/ Hello ***, Thank you for providing me with this opportunity to bring closure to our customer's concerns Today I received notification from Ashley Furniture that they will provide a 100% credit for our customer to return their defective furniture and reselect new furniture I applaud Ashley Furniture's decision I've informed our customer of this decision and they will be visiting our Green Bay store to select their new furniture I believe this matter has been closed in a positive manner for all concerned Sincerely, [redacted] , Director of Customer Experience Boston, Inc dba Furniture & ApplianceMart, Ashley Furniture HomeStores Business Park Drive Stevens Point, WI ***[redacted] @FAMStores.com Ph: ###-###-#### Fax: ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Hello, Their response is not accurate If you refer to the service log that I have attached, you can see where they are incorrect There are several errors One, of many, is the fact that the only time they told us that they serviced it when it wasn't covered by the original warranty is this current time, service date started 11/26/ They made a note of this in that service order, but no others Also, they claim that there was only one time that a motor/mechanism was serviced If you refer to the service log, you will see that there are two times a motor and/or mechanism has been serviced During the service order started 8/16/and the service order started 11/26/ Also, it is noted in the Service Log that because they were having problems getting new parts, they are looking for parts off of a floor unit, meaning the parts they have used to repair our theater seating may not even be new See date 3/5/on service log After I explained that we only want something along the lines of a refund, or in store credit, [redacted] told us that our only option through them is to let them try and fix it this one time and if they can't, they would give us different options Why doesn't [redacted] mention this in her response to you? She is, after all, the one who explained this to us They sold us an outdated piece of furniture that wasn't even being made anymore It should have been sold 'as is', or not at all Why offer an extended warranty that is useless due to difficulty in finding parts? They have had problems getting parts since the beginning, which is noted throughout the service log Their constant claim of how old this is only highlights the fact that this theater seating has been waiting for repairs to be completed for over year and months all together, out of the entire years and months that we have owned it (as of 7/ The repairs are part of only three different service orders We have spent over half the time that we have owned it waiting for it to be repairedThat is horrific [redacted] tried to compare this with a car having recall work done As I told her, if this was a car, and it had spent this much time waiting to be fixed, it would be unacceptable Am I supposed to respond to this in formal manner? Perhaps outline the details in their service log? I could highlight the number of times they have received the wrong parts I could mention that they gave me the phone number to Heritage House to try and get a resolution, but when I did, I was told that there is no shortage of parts for this theater seating and parts are often sent out the very next day If that is the resolution that Furniture and Appliancemart wanted me to get, I only learned that Furniture and Appliancemart are either lying to us about not being able to get parts Or, they are incompetent at ordering correct parts Either way, this is totally unacceptable It should be noted that this last repair originally had a service request submitted to Guardsman on 8/27/ Furniture and Appliancemart have this service date starting on 11/26/13, because that is when their service department started dealing with it Service through Guardsman was denied as a result of Furniture and Appliancemart's failure to provide us with the proper information at the time of sale and failure to register our extended warranty with Guardsman I contacted Guardsman on 8/27/by phone, but because Guardsman had no record of our warranty number, or our information, plus the fact that we didn't have instructions on how to fill out the paperwork, everything was delayed and eventually denied by Guardsman The chair broke on 8-24- Guardsman only had our warranty, and our information, in their records after we sought the assistance of ***, from Rhinelander Furniture and Appliancemart She was an advocate for us with Guardsman The same warranty number that Guardsman told us was invalid, is now valid I believe it is because Furniture and Appliancemart hoped to make amends for their mistakes resulting in our Guardsman service request being denied, that they chose to service our theater seating on 11/26/ If given a choice of a refund - in store credit, or their servicing this again We would choose a refund - in store credit every time But since they tell us our only option is to let them try and fix it this one time, but if they fail, they will give us other options We feel we have no other choice but to agree Thank you so much for being there to assist with this manner You have no idea of how much we appreciate your time and attention to our issue Most Sincerely, Regards, [redacted]

[redacted] Trade Practice Consultant [redacted] Revdex.com Hello ***, Thank you for allowing us this opportunity to address our customer's concernsOur Appleton store manager contacted our customer about her concerns with the sectional The sectional is not defective, so there is nothing more we can "repair" The sectional is a "relaxed" style, and our customer does not like the look of this style Our Appleton store manager invited our customer to reselect a different sectional, and she has accepted This is completed [redacted] , Director of Customer Experience Boston, Inc dba Furniture & ApplianceMart, Ashley Furniture HomeStores Business Park Drive Stevens Point, WI The information contained in this e-mail may be confidential and is intended solely for the addresseeUnauthorized access, disclosure, copying, distribution or other action taken or omitted relying on the contents of this message, is prohibited and may be unlawfulIf you are not the intended recipient please reply and advise the sender of the erroneous transmission and immediately delete the message

We called Mr [redacted] on Sunday, 3/29/at 4:26pm to confirm his Monday delivery, as promisedThere was no answerRegardless, we delivered Mr [redacted] 's washer on Monday, 3/30/15, completing this delivery at 3:04pm, which was after 1:30pm, as promisedA year extended warranty was included on his receipt, as promisedI believe we have met all the requests made of us by Mr [redacted] in this matter

Hello ***, This complaint was filed on 4/16/15, the day prior to the final service appointment, after multiple service appointments over several months, for various issues This service appointment on 4/17/successfully solved the final issue On 4/20/15, one of our Customer Care managers spoke with our customer and confirmed that the refrigerator was working She also offered a $gift certificate in compensation for our customer's time and trouble, which was accepted We regret the multitude of issues our customer encountered and the time it took to resolve them all We appreciate our customer's patience and we're grateful she will remain our customerSincerely, [redacted] [redacted] [redacted] [redacted] Ph: ###-###-#### Fax: ###-###-####

I spent $on a Ashley couch and love seat from Furnature and Appliance MartTwo years of light use and the couch is falling apartI bought the guardsman warrantyThe best they can offer is a partial credit on a new couchSo now I will have to pay more money to get another couch that doesn't even match my love seatFurniture and Appliance Mart or Guardsman do not stand behind their productSave youself the trouble and stay away

My husband and I purchased a buffet and an inch tv on Jan6,According to the salesman, the tv was brand new and in the warehouseIt was promised to be here on the following FridayFriday came and about pm, we got a call that it was not on the truck and would be here on MondayMonday came and we got the same phone call at 3pm again that it was not on the truck again and it would be WednesdayWe went to the store and spoke to another salesmanWe told them that if it was not here by the next day, then we wanted our money backAmazingly, it got there the next dayWe went to the store and picked it upThe box was taped up so we did not inspect the tv thereWhen we got it home, started taking it out of the box, we realized that it was a display model tv that they had found somewhere, boxed up with a hand written note that marked the base screws for the base and the remote had batteries in itWe contacted the store and asked how they sold us a new tv that was a display model and did not even try to tell us thisThe salesperson said that he would look into itHe contacted us back and said that we were sold a new tv and he did not know why they sent us a floor modelHe offered it to us for $less, we said if he made it $it would be a dealHe said that he could not do thatWe boxed the tv back up and took it in for a refund that had to be mailed to us from the corporate officeIt took about a week, but we got a check in the mailThe buffet that was ordered on the same day, was promised to be here in 6-weeksAt weeks, I called to ask where it was atA customer service repsaid that she would contact the salesperson and find outThe salesperson gave me a call and said it would be to daysThat week came and went, no buffetI waited another week and called againGot the same response 7-daysOn March 31, I called the third time and was told again that it would be 7-daysAs of April 10, 2015, I still do not have the buffetI would not recommend this store to anyoneIt seems like they try to use the standard 7-days for all responses and have no actual clue as to what is going onPoor and unsatisfactory serviceI guess that the salesperson got her commission and that is all that mattersI am out over $because I paid cash for this item and have absolutely nothing to show for itI have to wait until Tuesday for the salesperson to call me back to see where to order is

Dear [redacted] Thank you for providing us with this opportunity to resolve our customer's issues with her furniture In our investigation of this complaint, we discovered that her furniture has been discontinued by the vendor Parts to repair this furniture are still on order, but in light of this discovery, we believe these parts are unlikely to be available any time soon, if at all We contacted our customer with this information, and offered to accept the return of her furniture for an in-store credit, to be applied toward replacement furniture of her choice She accepted our offer We believe this closes this matter [redacted] , Director of Customer Experience Boston, Inc dba Furniture & ApplianceMart, Ashley Furniture HomeStores Business Park Drive Stevens Point, WI [redacted] Ph: [redacted] Fax: 888-640-

July 22, 2014 [redacted] BBB of Wisconsin 10019 W Greenfield Ave Milwaukee, WI 53214 Regarding: RevDex.com ID # [redacted] Dear [redacted] On March 11, 2011 customer purchased merchandise which was delivered on April 21, 2011. A service claim was generated on August 16, 2011 because the button fell off that controls handle. After having to order different parts the product was serviced under warranty and repaired on February 17, 2012. A service claim was generated on June 20, 2012 because lighting on the bottom of the chair didn’t work. After having to order different parts the product was serviced and repaired on November 12, 2012. The warranty claim was denied, however, Boston Inc. dba Furniture and ApplianceMart. fixed at no cost to the customer. A service claim was generated on January 26, 2013 because middle recliner not working. While this repair was not covered under warranty, Boston Inc. was more than willing to attempt to assist the customer in the repair. Due to the product being purchased back in 2011 the parts that were being sent from the manufacture were not compatible with each other. Unfortunately the customer had to wait while we worked with the manufacturer getting parts that were compatible with each other. Understandably the customer was frustrated since this process has been taking awhile. The parts arrived from the manufacturer however on July 11, 2014, July 14, 2014 and July 17, 2014 the customer continued to refuse to set up a service call. Boston Inc. has attempted to service this claim at no charge even though the repair isn’t covered under warranty. On July 17, 2014 the customer called back and agreed to allow us to come into their home and service their product. A service call is scheduled for Friday, August 8, 2014. If you have any questions or would like to discuss with me in more detail, please feel free to contact me at ###-###-#### Sincerely [redacted] Director of Human Resources

November 10,
This is in response to case #***
To whom it may concern,
class="MsoNormal">I reviewed the technician's notes from his diagnostic visit to the customer's home on October 21, In his professional opinion, augmenting the fill and padding in the back, arms and seat of the leaveseat will restore the furniture's original loft and firmness This repair is covered under the manufacturer's warranty There is no trip charge, no labor charge and no parts charge to the customer This repair will take approximately hours.In our experience, after our service technician has installed supplemental fill and padding under similar circumstances, a second repair has virtually never been required However, should the fill and padding of the loveseat fail again in the remaining year warranty period, a subsequent repair will also be covered under the manufacturer's warranty, at no charge to the customerThis repair will be a major undertaking, thus the lengthy time required to complete the repair I can understand that this lengthy repair may be an inconvenience to our customer, so if our customer prefers, we can pickup the loveseat and our service technician can complete the repair in one of our facilitiesI have attempted to call our customer to make this offer, but there was no answer and there was no voicemail offered I will make this offer to our customer via the email address provided in this complaint, and will proceed according to his wishesThe Year Elite Furniture Protection Plan that was purchased for this loveseat is for accidental damage to the furniture A copy of the Protection Plan's terms and conditions is made available to customers at the time of sale, but I am happy to mail a copy of the terms and conditions of this Protection Plan to our customer todayThank you for allowing us to respond to our customer's concerns

*** ***
Trade Practice Consultant***
Revdex.com
"line-height:15.0pt;background:white">Hello ***,Thank you for providing this opportunity to resolve our customer's concernsI spoke with our customer today I apologized for failing to keep constant contact with her regarding her refrigerator repair I offered to seek an ETA on the parts that we've ordered for this repair, and to provide her with this ETA when I obtain it I explained that the reason she continues to get dripping water and icicles is because we have not yet completed the repair When our technician returns to install the parts we have ordered, this will eliminate these problems I also spoke to the technician about the unusual step he took of banging on the door frame He explained that this is the method that the manufacturer recommends for seating the door seal, to prevent air leaks I double-checked with another technician, and he confirmed this The technician said that any marks left on the door will be covered by the parts he will install Our customer is doubtful, but I asked her to email pictures to me, and that I would have our technician also take pictures when the repair is completed, and if there are visible marks on the door, we would take responsibility for themUntil the repair is completed, I do not consider this complaint resolved, but I wanted to provide you with an updateSincerely,
*** ***, Director of
Customer Experience
Boston, Inc dba
Furniture & ApplianceMart, Ashley Furniture HomeStores
Business Park Drive
Stevens Point,
WI