Furniture & Appliance Mart

4/6/Hello
***,
I spoke to the ***'s about their concerns I explained that Ashley Furniture is a furniture manufacturer, and Ashley Furniture HomeStores are franchise operations that sell Ashley Furniture As a franchise HomeStore, we facilitate the factory warranty by executing repairs and replacements under warranty, as Ashley approves them The Ashley warranty is for manufacturer defects that are discovered up to one year Ashley is some***es flexible when a defect is discovered just slightly outside the warranty period, but they would not cover defects discovered more than years outside the warranty A Guardsman warranty protects against accidental damage for years This specific complaint under review could not be classified as accidental damage, so as such, would not be covered under the Guardsman warrantyHowever, in the spirit of goodwill and in the interests of retaining the ***s as our customer, we have offered a deep discount to the ***s on their next furniture purchase They have agreed to visit our store and speak to our store manager about this offer We are pleased that we have found a solution that is acceptable to the ***sSincerely,
*** ***, Director of Customer Experience
Boston, Inc dba Furniture & ApplianceMart, Ashley
Furniture HomeStores
Business Park Drive
*** *** ** ***
***
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Fax: ###-###-####
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI will have the repairs made only if - the manufacturer will extended the warranty for a full year on the loveseat from the repaired date for any further repairs that it may need
Regards,
*** ***

I bought a massage chair for my wife for Christmas the day before they delivered it they called her and ruined my surpriseThen they said it would be delivered between 3:00-5:I told the salesman I had to go to work at 3:I called them and they acted like I was stupid or somethingI'm not happy with this store I would have canceled the order but no time to get a different one before Christmas

I reviewed the technician’s notes about the repair he conducted on the reclining mechanism on 8/8/14. Our technician installed the motor and bracket provided by the vendor for this repair. He attached the bracket and operated the motor on the chair, and it operated properly
I spoke to our senior furniture technician, who interviewed the technician who completed the repair. Based on their consultation, I’ve concluded that the repair was completed to standards. This service claim has been closed
I’ve made multiple attempts to reach our customer by phone, but have been unsuccessful. Today, I sent them an email and a letter to confirm that this service claim is closed
Thank you for allowing us to respond. If you would please add today’s response to this case, I would be grateful
*** *** Director of Customer Experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As I have stated in my complaint, I was NEVER given information or was I told how the sleep trail works. Had I known they would charge a delivery/pick up fee of $when/if the mattress I choose did not work out then I would NOT have bought from ***/Furniture Mart.
You cannot expect to charge a customer for delivery when it was free and I was never informed of the day sleep trial details, so how can you charge me for something I knew nothing about?????
sleep trial NEEDS TO BE GIVEN TO CUSTOMERS IN WRITING and it was NOT given to me.!!!!!
All I want is a new mattress delivered and other one picked up at no extra change to me!!!, customer satisfaction should be #
Regards,
*** ***

Horrible, horrible, horrible!!! We ordered a bed with expected delivery of 6-weeks After a few phone calls wanting to know when we could expect it (we are @ weeks) now we found out their best 'estimate' is more than weeks Meanwhile we have a mattress sitting in our bedroom (against the wall) and we have days to test that out in case we don't like it Kinda hard to test that out when we don't have a bed frame to put it into :-( *** *** *** *** *** *** *** *** *** *** *** *** * *** *** ** *** ***, I should have stayed away :-(

*** ***
Trace Practice Consultant
Revdex.com
Dear ***
Thank you for providing us with this opportunity to respond to our customer's concernsI spoke to our customer on 3/22/about these two issues I explained that we
offer free delivery of any new mattress, but that subsequent pickups and/or deliveries of mattresses were subject to our delivery fee of $ This includes mattress exchanges under our Sleep Trial program We are not willing to waive this fee If our customer wishes to bring the original mattress back to the store and pick up the mattress that she selects as the replacement, there will be no additional fees involved.In the matter of our request for a 20% deposit when using an *** Credit Card, the store incorrectly conveyed that this was an *** Credit Card policy, when it is, in fact, a store policy, which the store can waive when the circumstances merit a waiver I have followed up with the salesperson and store manager to correct this misinformation Our customer did not pay a 20% deposit on this particular order, as the store had offered her this waiver and she acceptedOur customer asked me for a copy of the 120-Day Sleep Trial I am obtaining one from the store and will mail it to herI reminded our customer that she will continue to qualify for a one-time mattress exchange under the terms of our 120-Day Sleep Trial program until 6/25/16, after which this offer will expire

*** ***
*** *** ***
***
Dear ***,
We have attempted two repairs on our customer's
chair, but have not been able to eliminate the squeak that our customer complains of We contacted the vendor, England Furniture, and they have offered to bring the chair back to the factory and have one of their factory furniture technicians complete the repair We contacted our customer on Friday, August 8, with our offer to pick up the chair and ship it to the vendor, at our expense, and when repaired, redeliver the chair to our customer, all under warranty
At this point, our customer has refused this offer Since England Furniture is offering to repair, we are unwilling to accept her request for a return and refund Should their attempt to repair the chair fail, this is an option we may consider
We will be in touch with our customer to re-offer this repair option
Thank you for this opportunity to respond to our customer's complaint We hope our customer will accept this offer to resolve this situation
Sincerely,

*** ***Trace Practice Consultant
Revdex.com
Dear ***,
Thank you for providing us with this opportunity to address our customer's concernsI spoke to our customer today I explained that we
purchase much of our appliance inventory in bulk from the factory, and warehouse them until sold, so it is not unheard of for a model to be in inventory, brand new in a box, that might have been manufactured 1-years earlier Our Samsung appliances carry a one-year warranty, so in the case where a customer's date of purchase is beyond a year from date of manufacturer, we provide the manufacturer with our purchase-order date to establish a true warranty periodThe service repair date of 5/14/was more than a year from the date of purchase, 9/28/11, so the range would have been outside the one-year warranty period, regardless of it's age at the time of purchase I cannot explain why Samsung indicated to our customer that there was a five year warranty on this appliance
Though our customer has chosen another retailer for her appliance needs, she has asked for an apology letter for our failure to respond to her request for assistance last May, and I will ensure that she gets thisI believe this closes this complaint

Revdex.com:
The statement that she said about me: ''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.'' is half true.. I have no idea about the procedure to seat a seal, but I did say that he could of use a flat surface to pound instead of just pounding it. Nether here nor there, but just to make it clear. I have never seen anyone do such a procedure in my life, and I have had many new refrigerators..
I agree to the new refrigerator but want to make sure I do have a new warranty on this oneIf this is true then:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We are asking for help in having our money refunded to us: Paid $+ Sales
Tax (5.5%) and yrs protection $+ Sales Tax (5.5%)
Regards,
*** ***

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,
*** ***

*** ***
Trade Practice Consultant
Revdex.com
Hello ***,
Thank you for providing us with an opportunity to respond to our customer's concernsWe would like to fill our customer's order and deliver their new furniture as quickly as possible
Shortly after noon today, one of our Customer Care managers returned a voicemail left by our customer's spouse to discuss options for delivering their furniture She offered to schedule the pieces that are currently in stock for delivery on Friday, 11/6/15, and conduct an advanced inventory search for the loveseat If our customer's loveseat is available in time, she will add this to the delivery She expects to have more information about the loveseat tomorrow, and offered to call our customer with an update He was appreciative

[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 me.
We realize Ashley did provide a very positive resolution to our situation We hope Ashley Home Furniture will consider retraining sales staff in regards to selling the Elite Warranty and what it actually covers We would once again like to compliment *** *** Store Manager in Green Bay *** went beyond position expectations but unfortunately found a dead end similar to us with Ashley Manufacturing We would also like to compliment *** and her consistant communication and updates Not once did *** promise anything but she did do what she said she would do Like ***, we are surprised to achieve the resolution at hand I dont know the persons name but the Ashley Furniture Rep that worked with *** took our complaint and quickly responded to ***'s request This promptness kept my wife and I in the loop with new information on a ***ely basis Finally, we are very happy that Ashley is now taking the furniture back. We hope this is to study and evaluate why this material failed
Thank you Revdex.com for having a tool to bring consumer issues to light Right or wrong, at least there is a process for both the consumer and the product company This communication process helps keep the focus on a resolution
Thanks to all involvedRegards,
*** ***

*** called our company stating her dryer wasn't
working. *** was offered an appointment with a Service Technician to
diagnose the problem but she declined. She wanted us to order a new part
she believed was the
problem. To be sure what part she wanted ordered,
*** brought the part, to us, for review. The new part arrived and ***
paid and picked it up. Her sales receipt stated "all sales are
final". *** did not ask for her old part back and we disposed of
it. *** returned stating the part did not solve the problem and we
explained how "all sales are final" and that either: the part was not
needed and it was a different issue or the part is not in working order,
although new from the manufacturerIn order to find out, she would have to pay
for a Service call which she declined.
One of our Service Technicians tested the non-returnable part and found it to
be in working conditionWe do not have a functional used timer to provide her
or we'd be happy to give it to her. We can provide *** with a Service
Tech appointment to determine the problem as we'd like to help fix her dryer, please let us know and we will contact *** or call our Service Dept at your convenience.
2/*** was in the store and we took pics of
the part and sent to Appliance Parts Coordinator. *** was called 2/
with the price and she asked that we place the order. 2/she was
called with the news the part arrived. She was called again 2/
reminding her that if the part was not picked up by 3/31/that the part would
be sent back. *** picked up the part 2/28/and paid by check

Hello ***,
Thank you for the opportunity to respond to our customer's concerns We've contacted our customer and decided to accept the furniture for return, with a refund of all but the delivery charge Our customer has accepted this resolution We believe this
closes this matter*** *** Director of
Customer Experience
Boston, Inc dba
Furniture & ApplianceMart, Ashley Furniture HomeStores
Business Park Drive
Stevens Point,
WI

June 13,
"">
[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 [redacted]'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 [redacted]'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 [redacted]'s already had the option to refused the merchandise at time of delivery for a full refund At this time the [redacted]'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: [redacted]@gmail.com

July 22,
class="MsoNormal" "margin-bottom: 0.0001pt;"> [redacted]
Revdex.com of Wisconsin
W Greenfield Ave
Milwaukee, WI
Regarding: Revdex.com ID #[redacted]
Dear [redacted]
On March 11, customer purchased merchandise
which was delivered on April 21,
A service claim was generated on August 16,
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,
A service claim was generated on June 20,
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 Incdba Furniture and ApplianceMartfixed at no cost to the customer
A service claim was generated on January 26,
because middle recliner not working. While
this repair was not covered under warranty, Boston Incwas more than willing
to attempt to assist the customer in the repair. Due to the product being purchased back in
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, and July 17, the customer
continued to refuse to set up a service call Boston Inchas attempted to service this
claim at no charge even though the repair isn't covered under warranty
On July 17, the customer called back and agreed
to allow us to come into their home and service their productA service call
is scheduled for Friday, August 8,
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

RE:  Complaint #[redacted]

 
Dear
[redacted],
On 8/12/14 I spoke to our customer, and offered the repair solution proposed by England, the manufacturer of their furniture.  This offer to repair their furniture was rejected by our customer.  Since our customer is unwilling to allow the manufacturer to execute a repair under the terms of the warranty, I have no further options to offer.  I invited our customer to contact me any time within the manufacturer's warranty, should they change their mind.
Sincerely,
*