Furniture & Appliance Mart

February 16, 2015
To whom it may concern,
We contacted our customer and discussed this issue.
The sofa in question was 2 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 her.
Our customer is discussing our offer with her spouse.  We offered to follow-up with her this week.
Sincerely,

[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]

[redacted]
Trade Practice Consultant[redacted]
Revdex.com
Hello
[redacted],
The replacement refrigerator will have a full manufacturer's warranty.

Hoses were included with my LG washing machine. However the hoses LG provided for the machine weren't put on but steel hoses were. I was never asked if it was okay to put different hoses on my washing machine. The sales people and president of Furniture & ApplianceMart told me the washer did not include hoses. The owners manual clearly stated hoses were included and the same information was provided on LGs website. I had to finally call the president & CEO to get my rubber hoses. Absolutely absurd that I had to waste many days and hours to get the hoses.
After the machine was installed a cycle was supposed to be run to make sure it was working correctly. This was never performed. Packing material was also left on the machine. We also purchased a TV from them. I had planned on purchasing a refrigerator and dishwasher but I won't now. Sales people don't seem to be interested in making follow up calls.
I was told that after 30 days of purchasing the washing machine they were done helping me. No one has ever bothered to call me from the store to apologize for their mistake.
The machine is about two months old and the tub has been replaced along with a seal. The tech they sent told me there wasn't anything wrong with the machine. I was informed the tech told LG the problems I was having were my fault!

Hello [redacted],
We have reached out to our customer by phone and today by email, but have not received a response yet.  We will continue to attempt contact.
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[redacted]   [redacted]
[redacted]
[redacted]     [redacted]
[redacted]
Ph:  ###-###-####
Fax:  ###-###-####

Hello,
Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. [redacted]’ concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.
Ms. [redacted] purchased
furniture from an Ashley Furniture HomeStore in Appleton, WI. Ashley Furniture
HomeStores and authorized dealers are independently owned and operated. All decisions
are made by the store that sold the product in question.
I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the Appleton
store, along with a request for them to investigate this matter further and
contact Ms. [redacted] to discuss her options.
 
 If you have additional questions or concerns,
please consider contacting the Appleton HomeStore Customer Care department at
###-###-####.
Sincerely,
[redacted]
Ashley
Furniture Industries, Inc.
Consumer
Affairs Representative

Review: Before purchasing a sofa and love seat November 1, 2008; I inquired whether the pieces were leather. The sales representative affirmed that they were indeed leather. I was pleased to hear this since I had only wanted to purchase geniune leather furniture. Only 4 years later, after the sofa and love seat had worn so badly that pieces of the covering came off everytime we sat on it, did I learn that I had NOT purchased leather. In fact, according to [redacted], I had purchased Durablend leather, which is a leather blend, and not geniune leather. I have proof that they told me the sofa and love seat were leather in the receipt where they also sold us leather protector.

They will not replace the sofa and love seat with geniune leather material, nor will they give me any sort of exchange or refund.

I also have learned that others who have purchased the same Ashley furniture pieces are also having the same durabliity and wear issues as I am.Desired Settlement: I would like a sofa and love seat in a similiar style as I had purchased, only in geniune leather. I will accept a refund of the money on the sofa and love seat, but I would prefer to replace the pieces with geniune leather ones.

Business

Response:

Dear [redacted],

Our store manager, [redacted] has been in contact with you regarding your purchase and inquiry on the wear of your sofa and loveseat, I included her email correspondance sent to you today on July 17th. We strive to serve all of our customers fairly and want you to be satisfied with your merchandise the Revdex.com does not change how we take care of customer complaints, due to the fact that your merchandise was purchased in 2008 and has been used for five years we are not able to fulfill your request for new merchandise. Please contact [redacted] our store manager for any further assistance.

"Hi [redacted],

Per our phone conversation this morning, I would like to confirm that the store/manufacturer warranty has expired on the DuraBlend sofa and loveseat that your purchased in 2008. The normal manufacturer warranty on fabric/leather is one-year on the furniture you purchased. The Guardsman 5-year extended protection covers "accidental" damage, not normal wear.

Please feel free to contact me if you have any further concerns."

Sincerely,

Store Manager

Furniture & Appliancemart

2068 N. Stevens Street

Rhinelander, WI 54501

715-362-7700 / 715-362-7715 (fax)

Review: August 15th 2010 my wife and I purchased several pieces of furniture from Ashley Home Store in Green Bay. A bedroom set along with a living room set made up of a couch, love seat, two ottomans and two chairs. This complaint is in regards to the living room set. The outer material / covering of the pieces is referred to a non scratch resistant called Pleather. The name of the living room set is San Lucas. We spent 169.95 on a five year warranty. The sales rep told us that this Elite 5 Year Warranty cover everything. Not so. As of last June 2014 less than four year after purchasing the furniture the material is shedding and shredding all over our house. The material is flaking off all the furniture. Daily we pick up pieces off the floor and have big bald black spots along with flaking, cracking and splitting of material everywhere. After searching the internet for a very short amount of [redacted]e we found our exact furniture having the same exact problem in different parts of the U.S. and Wisconsin. We filled out the correct paperwork for the warranty last August 2014 and mailed it along with photos to the warranty company. The warranty company is not owned by Ashley and is called Guardsman. Gaurdsman responded and said the warranty does not cover our issues. Ashley gives a one year warranty and so they are saying the furniture which is four years old, is too old for warranty through them.

The Store Manager for Green Bay, [redacted] has been to our house and taken pictures of the problem. He found the problem to be so alarming that he came to our house on his day off to take pictures and submit this problem to his superiors. Today March 22nd we heard back from Judy in Stevens Point Customer Care Center that Ashley will not do anything to help or support this situation. Her position was the same as everyone else's...She is only customer service and Ashley Stores are not owned by Ashley Furniture. She claims Ashley Stores only carry Ashley Furniture made by Ashley Furniture Manufacturing. Her phone number is ###-###-####. The problem is Ashley Furniture Customer Service is not tied to Ashley Furniture Manufacturing and Guardsman is not tied to either of them. Funny thing with the Guardsman warranty is, if you dont file a warranty claim during the five years after purchasing it, they give you the money you spent on the warranty back. Based on research Ashley Furniture Manufacture hides complaints against its quality by consumers filling complaints against individual stores. But when you call the stores they tell you they are not linked to the manufacture they only sell the Ashley brand. I went into the Ashley Store in Green Bay last week and asked about a warranty after looking at similar furniture. I was told the warranty covered everything. I simply asked everything? And the representative answered yes. Once I told her why I was their, she immediately walked away from me. Im guessing pushing this warranty is a very big deal to Ashley Reps.

Something is very wrong with Ashley System. You cant do business practices research on any one store or the manufacture because they all hide behind the name Furniture and Appliance Mart. The Revdex.com website demonstrates this fact. The Ashley Rep told me that maybe the manufacture got in a bad batch of material. Based on what Im reading and the pictures Im seeing on the internet...it appears the material is cheap and designed to fail.Desired Settlement: Someone from Ashley needs to acknowledge this problem and refund our money or replace our furniture.

Business

Response:

4/6/15Hello [redacted],I spoke to the [redacted]'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[redacted]es flexible when a defect is discovered just slightly outside the warranty period, but they would not cover defects discovered more than 3 years outside the warranty. A Guardsman warranty protects against accidental damage for 5 years. This specific complaint under review could not be classified as accidental damage, so as such, would not be covered under the Guardsman warranty.However, in the spirit of goodwill and in the interests of retaining the [redacted]s as our customer, we have offered a deep discount to the [redacted]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 [redacted]s.Sincerely,

[redacted], Director of Customer Experience

Boston, Inc. dba Furniture & ApplianceMart, Ashley

Furniture HomeStores

2917 Business Park Drive

Ph: ###-###-####

Fax: ###-###-####

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Consumer

Response:

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.As Boston Inc. Representative [redacted] stated in her response to the Revdex.com there has been communication regarding finding resolution. We did agree to look at replacement furniture at a steep discount. Just so there is a record of this, the steep discount is actually a 50% discount but only on non sale items. We accept that Boston Inc. is attempting to find a resolution but there is a larger problem here. Getting a 50% discount on non sale items is not a very exciting or professional offer. Ashley Furniture runs sales that offer better pricing then this. The furniture in question that we own is the perfect example of this. We are appreciative that Boston Inc is willing to work with us but we will not be bought. Why should we purchase more furniture and spend thousands more to replace furniture that failed at 3.5 years. Warranty or not this is a manufacturing / material product quality issue. Also, how does Boston Inc explain all the other complaints online? Did they buy these customers off as well. The reason we brought this to the Revdex.com is because there was a failure of communication between Ashley Stores, Ashley Manufacturing, Boston Inc and Guardsman. First the Ashley Sales Person explained that the Guardsman Warranty cover everything for up to five years. She called it the ELITE Plan and sold it to us as the total protection for anything that could go wrong including punctures. Second, [redacted] Green, Ashley Manager, has been the only one who has personally observed the PRODUCT FAILURE my wife and I currently call living room furniture. [redacted] took the [redacted]e to personally observe and take pictures of our furniture. [redacted] has been the only Ashley employee to step up and do his job. Remind you he did this on his day off. Regardless if we work with Ashley Furniture in the future, it should be documented that [redacted] Green is excellent at his job and has provided excellent customer service, empathy and understanding. Third, what about all the other online complaints about this specific furniture. Loads of internet content shows this material and this exact set of furniture failing at less than four years. Im not sure about anyone else but when I buy furniture I expect ten plus years of quality use. Even after ten years, I then expect to be able to move the furniture to a different part of the house and purchase more to keep up with design trends. 3.5 years is completely unacceptable and I KNOW anyone would have a hard[redacted]e saying that this furniture was designed to only last five years. What lesson about business practices at Ashley Stores are being learned. Ashley Manufacturing has got to know their is a problem with this material and furniture set. Finally, what does a 50% discount provide my wife and I? It provides Ashley Furniture with more of our money while Ashley gains and loses nothing. This issue goes away for Ashley and the next consumer to purchase this material and or set is left in the same situation. [redacted] said Ashley does not want our furniture back if we replace it. Im curious why a manufacture would not at least have some of the items which are failing returned to be evaluated and studied for product quality issues. This to me is a simple step in process, quality and customer service improvement. My guess is Ashley knows there is a problem with this furniture so why ask for it back. Making the customer spend more to replace it, is a much easier solution then admitting the items you are making and selling are problematic. My wife and I also read recently that Ashley Furniture Manufacturing has been fined heavily for workplace injuries. The article does not go into specifics but obviously it rides directly on the coattails of quality. I have a feeling our product quality issue is a direct result of workplace and workmanship, and material purchasing problems. My wife think Ashley / Boston Inc needs to step up to the plate and do more. Do more to make sure this doesn't happen to others in the future. Do more to make sure sales reps dont mislead customers into a warranty that doesn't cover what they say it will cover. Let me know if Ashley Furniture feels 3.5 years is sufficient [redacted]e and meets their expectation for how long this furniture should last. We have asked for our money back but we are willing to work with [redacted] and [redacted] to resolve this issue so others are not as misfortunate as us. I believe Ashley sells some quality items and I believe Ashley sells some lines which are very attractive at certain prices to certain buyers. We would like to see [redacted] increase the discount and include sale items. We also would like a letter from Ashley addressing the concerns we have raised. A 50% discount is just an attempt to buy us off and make this all go away. There is a PROBLEM here and thats why we took the first steps in contacting the Revdex.com. We appreciate and look forward to a response. In the mean[redacted]e my wife and I will visit with [redacted] Green to evaluate our replacement options. We are willing to work with Boston Inc and Ashley rather than ask for all our money back, but more communication is needed and Boston Inc / Ashley needs to step up and help a customer which has been mistreated. Sincerely,[redacted]

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

Hello [redacted],

Horrible, horrible, horrible!!! We ordered a bed with expected delivery of 6-8 weeks. After a few phone calls wanting to know when we could expect it (we are @ 6 weeks) now we found out their best 'estimate' is more than 12 weeks. Meanwhile we have a mattress sitting in our bedroom (against the wall) and we have 100 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 :-( [redacted], I should have stayed away :-(

Review: As a customer of Furniture & Appliance mart, we are very disappointed with the recent handling of getting our problems with our fridge resolved. We originally purchased Maytag fridge, stove, dishwasher and microwave mid-year in 2013. We purchased the extended warranty for all the appliances except the Microwave. From the start the stove front left burner never worked right then in November of 2014 our fridge stopped cooling properly. The next day our dishwasher panel quite working as well. We had a service tech come out to look at the fridge and Dishwasher and stated they needed to take it to take the fridge to the shop to fix for a Freon issue. We were without our fridge for 2 weeks and a properly working dishwasher for 2 weeks as well while they ordered the part. When they came back out the ordered the wrong panel for the dishwasher and the fridge had a scratch in the door. Being only a year old I was upset about the starch and called the company. They offered me $100 or a new door. Since the fridge was only 1 ½ years old I asked for the new door. Ever since it has been a nightmare. They ordered me a new fridge door…this took months to come in and when it did it was scratched worse than mine. The service rep apologized and said he’d order a new one. Once this new door came in it looked good with no scratches, but the service rep wrecked everything else. Our control panel on the door where the ice and water is was broken by the rep. We are unable to control the temperature of the fridge and the Ice maker is not working. My husband looked at last night and we believe there is a part missing that makes the metal bar in the ice maker turn. The service rep also stripped the 2 screws in the ice maker, so I am not sure if they will be able to get it off to fix.

I am so fed up with this issue; this has been going on since November of 2014, so 6 months now. I have taken off of work 6 times JUST FOR THE FRIDGE and 2 more times for the stove and dishwasher to be fixed for a total of 8 times. I work 20 minutes away from my home and have to drive back to work every time that is 320 minutes of driving back and forth for service calls. I called on Tuesday April 14th and spoke to a manager. She stated she would find out what is going on and call me back. It is now Thursday and I still have not received a call back.

We have 30 people coming to my house this weekend and we are unable to use our Ice maker.Desired Settlement: I would like a new fridge with extended warranty

Business

Response:

Hello [redacted],

Review: My husband & purchased a Oven from F & A in 2011. The element fried. I had a Samsung repairman come out from affordable Maytag in Wis. Rapids. When he called Samsung with the serial number of the glass top range he was told the oven was FIVE yrs old. and not covered under the warranty. It was older than the assumed age as it was on the sales floor and not a discounted 5 yr old range. I called F & A and spoke with a receptionist who said she would have one of the FONTI Brothers call me. I never heard back. So, I bought a stove, dishwasher, Dryer and Washer from affordable Maytag. I find it interesting that such dishonest selling is allowed and then ignored when found out. It was a $1359.00 rip off.Desired Settlement: I want the report to be updated. I se they have an A+ rating which I find surprising as Many people I have spoken with have had other issues with them and will not return to any of their stores. For being such upstanding supporters of Marshfield Clinic its a shame they scam people.

Business

Response:

[redacted]Trace Practice Consultant

Review: Ordered furniture on Jan 30, 2014. Southern Motion Reclining power loveseat # 591-21power from Ashley Furniture in Green Bay WI. Sales rep ([redacted]) assured us ( just to make the sale) that the furniture would hold up for many years , because we were concerned about the material the loveseat was made of. Sales rep also sold us the 5yr protection so we would feel more at ease. Delivered on April 12, 2014. Sold us defected merchandise. Had loveseat less than 6 month the foam shifted and flatten down to the wood when sitting on both sides of loveseat. Right back side on loveseat is so deformed and flattened from the foam shifting that you can't even sit on that side without slanting to middle of loveseat. Had to go to doctor numerous times for treatment on back injury caused by furniture. Our doctor said the injuries are caused by the defective loveseat. Side Arms on loveseat lost its shape and foam has flatten down to the wood. Sales Rep that sold us the furniture wouldn't even help us with the problem and passed the complaint to their Furniture & Appliance Mart repair center in Stevens Point WI to handle our complaint. Talked to Sandy the manager at Furniture & Appliance Mart repair center, she said the manufacturer will only repair and will not take furniture back. If they so called, fix the furniture with their foam material also adding 1" foam without using the manufacturers materials, the repair tech stated that it should hold up until the warranty expires (April 12, 2015 - 1 yr after we had loveseat delivered) and we would have to pay repair bill ourselves to have furniture repaired again. The repair tech noted on service order saying it would take them 2 1/2 hr to 3 hr to repair at my home on my time (not fair). So what good is it to have it fixed when after the warranty runs out we have the same problem . Its not what we were sold. We don't want this furniture that is going to be defective in the years to come, if it last that long after they would have repaired it. The 5 yrs protection sold by sales rep, told us it was a bumper to bumper, not the case it only covers the upholstery. What a RIP OFF.. I requested to have our money refund and furniture return to manufacture due to its defects. They said NO (Sandy manager at Furniture & Appliance Mart repair center). If needing additional documentation on what I paid, repair tech notes and pictures, please let me know.Desired Settlement: We are asking for help in having our money refunded to us: Paid $1169.95 + Sales Tax (5.5%) and 5 yrs protection $119.95 + Sales Tax (5.5%) = $1360.84

Business

Response:

November 10, 2014

This is in response to case #[redacted]

To whom it may concern,I reviewed the technician's notes from his diagnostic visit to the customer's home on October 21, 2014. 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 3 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 1 year warranty period, a subsequent repair will also be covered under the manufacturer's warranty, at no charge to the customer.This 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 facilities.I 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 wishes.The 5 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 today.Thank you for allowing us to respond to our customer's concerns.

Consumer

Response:

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.

We are asking for help in having our money refunded to us: Paid $1169.95 + Sales

Tax (5.5%) and 5 yrs protection $119.95 + Sales Tax (5.5%).

Regards,

Business

Response:

Dear Mr. [redacted],

Review: I first called April 14th, three times to request a refund because the couch was falling apart. After speaking to someone 3 different times the final decision was that the tech needed to come and look at the couch when the legs came in.He came the April 29th with no legs and told me the couches frame needed to be "glued"...so he took everything a part and glued it and stapled it. Didn't look at the 2nd couch cause he wanted to wait for the legs to come.I called again may 6th back and forth with them on trying to find the legs and by the end of the day they found them and scheduled the service guy to come out May 13th. I told them also at that time that we still weren't happy with the couch and more and more things were wrong with it.The service guy came Tuesday May 13th with NO Legs! He called the service department and they had no clue where they were so he left. The service department called me later on in the day and said they found the legs and scheduled the guy to come back out Wednesday May 21st. I called them back and demanded to speak with a manager that same day may 13th and I spoke with sandy. I told her I left her a message on April 14th explaining to her my concerns and that she never returned my call, I told her we still were not happy with the couch and no longer want it. She told me that when the service guy came he would need to document everything and take pictures and that it would be taken care of.Service guy came may21st, said the couch was terrible and contacted Sandy the manager right away while he was still here. Sandy then contacted me right away and said they were submitting the photos the the manufacturer and will get back to me as soon as possible.I then again called back, left a message on Sandusky voice mail and told here we wanted nothing but a full refund.May 23rd we were forced to settle for a less than cash refund minus a 15% restocking fee and a 69.99 pick up fee. There is no way they can even re stock the couch cause it's so bad.Desired Settlement: We would like our 15% re stocking fee back. Since the couch was a lemon from the start and it took them so long to help us. Plus I'm pregnant and the service guy said I was lucky I didn't fall threw the couch it was so bad.

Business

Response:

June 13, 2014

Trade Practice Consultant

Revdex.com of Wisconsin

10019 W Greenfield Ave

Milwaukee, WI 53214

Regarding: Revdex.com of WI ID [redacted]

Dear [redacted]

I spoke with [redacted] on Tuesday, June 10, 2014 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 $2111.42 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 warranty. After 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 credit. The [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, 2014 we processed a refund for $1658.18.

After speaking with Ms. [redacted] on June 10, 2014 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 10 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 customers. Ms. [redacted] accepted my offer and the gift card was mailed out on Wednesday, June 11, 2014.

Sincerely

CC: [redacted]@gmail.com

Review: In early February of 2014, I thought that the timer on my dryer had malfunctioned. I took the malfunctioning timer to Furniture and Appliancemart, where I had bought the dryer from. The employee had to send my timer to Stevens Point to be tested. Approximately a week later (around Feb 14th) the Wausau Furniture and Appliancemart called, and told me my new timer had arrived and was ready to be picked up. I went and picked it up, and upon returning home and installing it, I found that the new timer didn't work. I also discovered that my original timer hadn't been returned to me either. I contacted Furniture and Appliancemart and the employee told me that my original timer had been thrown out. I then told them that the new timer I had picked up 45 minutes earlier, wasn't working as well. They told me that all sales were final and non-returnable. Though I wouldn't be refunded the money I spent on it ($124.99) I took the part back and stopped payment on the check I used to pay for it. I now have no timer because #1 they sold me a very expensive broken one, which I returned and got a reciept for, and #2 my old timer was thrown away so I don't even have the hopes of having it repaired.Desired Settlement: I would like my old timer back so that I can hire a repairman to fix my dryer, but since that timer has been thrown away, I would like to be given a functional used timer, to replace the one that they threw away. Thankyou for your attention to this matter, I appreciate your consideration.

Business

Response:

[redacted] called our company stating her dryer wasn't

working. [redacted] 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,

[redacted] brought the part, to us, for review. The new part arrived and [redacted]

paid and picked it up. Her sales receipt stated "all sales are

final". [redacted] did not ask for her old part back and we disposed of

it. [redacted] 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 manufacturer. In 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 condition. We do not have a functional used timer to provide her

or we'd be happy to give it to her. We can provide [redacted] 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 [redacted] or call our Service Dept at your convenience.

2/14 [redacted] was in the store and we took pics of

the part and sent to Appliance Parts Coordinator. [redacted] was called 2/14

with the price and she asked that we place the order. 2/24 she was

called with the news the part arrived. She was called again 2/28

reminding her that if the part was not picked up by 3/31/14 that the part would

be sent back. [redacted] picked up the part 2/28/14 and paid by check.

Review: Purchase living couch and chase 1/9/11 w/in 6 months (April 2012) couch broke through bottom and back. They picked up my furniture and I went in and added $400.00 and purchased their best quality couch and love seat. By April 29th 2013 end of warranty the bottom of couch sunk and back of couch flat. They said they would send someone out to fix it. Took until end of June to get a guy out to repair. He blew our breaker like 20-28 times w/ nail gun. Re-stuffed two side cushions to high and hard. Looked like a Fred Flintstone couch and when you sat on either side you rolled to the middle, Not to mention the middle of the back sunk in and wrinkled. Called several times and either didn't return call or refused to do anything but come out again and repair. My husband went in on July 17th and said pick it up and get it out of our newly built house!! They came out and picked up the couch only to bring back and repair it there on Ju 19th. On July 28th [redacted] mngr of distribution center called and said would be another 2-3 weeks they are ordering different parts to fix the couch this time.

On July 30th I called and said NO we want a least a credit back to buy a box spring and mattress, being they will not give us our money back. Now she is saying I called on the very last day of the one year Warrenty and the last day of it doesn't count..Desired Settlement: I would like my money back of 1559.17 or a in store credit to buy something that will hold up.....

Business

Response:

Dear Mr. and Mrs [redacted],

I have read the service notes and spoke with our service manager to try to better understand your complaint to the Revdex.com. On 4/13/12 this new sofa was delivered, the sofa now over a year old will be repaired under the year warranty but does not qualify for an exchange. The Revdex.com does not change how we take care of our customers we strive to be fair and want to satisfy all of our customers. If there are any questions please contact our Customer Care Department, [redacted] the service manager will assist you.

7/31 [redacted] the Service Manager spoke with Mr [redacted] - [redacted] explained the manufacture has a repair warranty, not exchange

warranty and we are more than happy to get this taken care of under warranty, there is the option to wait for parts to fix the sofa at our facility or deliver back and finish

repair in their home, Mr. [redacted] said he would talk it over with his wife.

Sincerely,

Consumer

Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

I called at the end of the FIRST YEAR and they said it wAS the last day of the warrenty!!! Ashley Furniture keeps dragging this on so now is over a YEAR.. THEY KNOW THIS AND ARE LYING ....

I called at the end of April 2013 and it was delivered end of April 2012 I have the paperwork.. I ordered the new furniture beginning of April 2012.. Thank you, [redacted]

Business

Response:

Mr and Mrs [redacted],

As I responded the first time we are recognizing your call to us within the first year of owning your merchandise and we will do the repair as designated under the one year warranty. Please contact our Service Manager, [redacted] to confirm the delivery back of your repaired merchandise.

Sincerely,

Review: We have always been customers of Furniture & Appliance Mart but lately their business has been a big disappointment. Allow me to explain.

We purchased a desk from Furniture & Appliance Mart on 10-5-14. The desk was delivered by Furniture & Appliance Mart on 10-11-14. During the delivery, the keyboard tray slid out of place and fell on our concrete approach. The delivery person put the tray back in the truck and said he would have someone contact us for replacement. We also noticed there was a doorknob missing on a door of the desk and the delivery person noted that as well. A week later I contacted Furniture & Appliance Mart because no one contacted me. I was told they ordered the tray and doorknob I asked when I could expect to receive them? The response was "we don't know". I responded that I would call a week from then, and their response was, "well it's going to take longer than that." After not hearing anything for a month, I called them a couple of times in November. Each time it was, "we're not sure, we will get back to you" or "it's in our computer system". I even stopped at the Furniture & Appliance Store in Wausau and told a Sales Rep my situation and he dialed a phone at the customer service desk and gave it to me to talk to someone. How rude! I can easily do that on my own phone. The response from the rep on the phone was again, "we're not sure, we will get back to you". Finally the week of 11-24, I was fed up and communicated my frustration to a rep. The response was again, "well let me check, I'll get back to you". But this time, they did call me back each time but the response was "well we are waiting for the manufacturer to get back to us". Then it was "we sent an email to the manufacturer". I called them on 12-1-14 and asked, "Why don't you pick up a phone and call the manufacturer?" Response was, "we did"...and? On 12-3-14 I called and left a message. On that message I said, "If I'm not going to receive the replacement parts in a timely matter, just take the desk back and give me my $1000 back. No one called me back. So I called on 12-4-14. Got the same run around. I asked the rep, "Do you think this is fair?" Rep response was "we communicated the manufacturer that the customer is getting upset". I said, "I want to talk to management." The Rep said, "Okay, because I'm only in charge of ordering parts." She said the manager would have to call me back because the manager was away. I said, "give me the name and number." I left a message on that manager's phone...no one called me back. Furniture and Appliance Mart come get your desk and give me my money back!!!

Another topic: I'd also like to mention we shopped at the Furniture and Appliance store in Stevens Point on 10-18-14. We were given a quote on a set of Catnapper furniture, only to have the Sales Person ring it up on the computer, print the receipt for us to sign and the price was $600 higher than the quote. Sales Person acted like nothing was wrong! My response was, "what are we going to do about that". Response was, "I'm sorry, my phone is broke". Sales Person blamed the error on her Iphone calculator and said the same thing happened last week. Even the manager jumped on the same band wagon saying, "I checked her phone and it was broke." (Oh, and at the same time we also attempted to order a 3 piece living room table piece, only to find out at check out that the set had been discontinued and the only option was the floor model which had a long scratch in the table top.) We loved the Catnapper furniture set so much we ordered part of it from the Furniture & Appliance Mart in Wausau with a Sales person who didn't have a 'broken calculator'. A week later, yes a week later, the Sales Person in Stevens Point said she would meet me in the middle and take $300 off. I had already ordered part of the set and was so annoyed by the bad sales tactic, I refused to deal with that person again.Desired Settlement: 1. Take back the desk and refund my $1,053.76.

2. Allow a $300 store credit towards a catnapper chair

Business

Response:

I contacted our customer earlier this week. I apologized for my delayed response and inquired whether her desk was repaired to her satisfaction. It was. I apologized for her experience in our Plover store, thanked her for making her purchase of the Catnapper furniture in our Wausau store despite this experience, and re-offered the $300 discount offer made by her Plover salesperson toward the additional Catnapper furniture that she was considering purchasing. She said she would consider this offer, and asked me to call her back on Wednesday, 2/18/15 to discuss it. I believe our response is acceptable to our customer, albeit late, and I am hopeful that we will conclude this by retaining her as our customer. [redacted], Director of Customer ExperienceBoston, Inc. dba Furniture & ApplianceMart, Ashley Furniture HomeStores2917 Business Park DriveStevens Point, WI 54482

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: My fianc and I ordered a Zella Charcoal sectional from Ashley Furniture in [redacted] last month. Two weeks ago (on Monday), Ashley Furniture called and left a message stating that our sectional was in and we could come and pick it up. That same Thursday, we went to pick up our sectional and after we had the chaise loaded into our vehicle, we were told by the warehouse worker that the other piece (3 person couch) was missing and a customer service rep would call us later that day, or the next day to let us know where the biggest piece of our 2 piece sectional was. No customer service rep called to let us know where the other piece was; instead, we had to call them to find out where our furniture was. We also notified them that were no feet to the chaise and there should have been. We were told that the other part of the sectional was never loaded on the delivery truck and that she would note on the account to make sure the feet were included for the chaise. So, we had to wait almost a whole week before we got our other piece to our sectional. The other part arrived without the chaise feet. We were told that we would have to wait yet another 7-28 days for the feet to arrive. When I called the customer service line to see if they could rush the feet order, I was told that I would receive a call back, however I never did. I also called the store in [redacted], and was told that I would receive a phone call either that day, or the next day. But, yet again, no one called. I called the following night, and was told that the feet were just put in the mail that day and we should receive them with in 3-4 days (which we did). I was told to call Customer Service to have a tech put the feet on for me. The tech was supposed to show up today, however, he never came and no phone call was ever received from them regarding being late, or not being able to attend the appointment.Desired Settlement: I would like Ashley Furniture to recognize their mistake and stop blowing me off. They either need to compensate us for their mistakes, or they need to come and pick up the new furniture and give me a full refund. Trying to make things right by only accomplishing what should have been done in the beginning is not a way to make up for the irresponsible actions by Ashley Furniture.

Business

Response:

Hello [redacted],

Review: My husband and I had purschased a reclining sofa, reclining loveseat and wedge from the Furniture & Appliance Mart in De Pere, WI in July of 2011 . In July 2014, we started noticing that the material on one of the back cushions on the reclining sofa was crinkled and starting to peel away. When we purchased the furniture in July 2011, we also purchased the 5 year protection plan from Guardsman. I submitted the claim to Guardsman, which was denied in August 2014, as the damage was not "accidental". I was told to contact the stored we purchased the furniture from. So, now in September 2014, the fabric on the sofa was starting to peel off on 2 of the back cushions. I contacted the store and talked to the manager there, which was [redacted] Wendtland. I sent him pictures. At the time, [redacted] said he would pay for all of the parts and half of the trip charge and labor. Delay in return phone calls and emails from the store prolonged the process for 2 months. [redacted] was no longer replying to my emails or phone calls, I was passed off to a [redacted] in the parts department. In November of 2014 I was told the parts were ordered and ready to send out service man to repair the 2 cushions, but meantime in the 2 months that it took for them to get it all ordered and what not, the third cushion started showing the peeling as well. I called [redacted] right away to cancel the repair man as he only had parts to repair 2 cushions, not 3. I did not want to pay for 2 trip charges. [redacted] said okay, they will get it ordered. this was November 14, 2014. Phone calls back and forth..phone tag.. I am not getting any answers, no return phone calls. Finally on January 19, 2015 a repair man was sent to my house free of charge to look at the furniture and see exactly what parts I needed to get the repairs done. While he was at my home, he called and talked to [redacted] in parts...she was supposed to call me with estimate for repairs. No call from [redacted] for over 3 weeks. It is now Feb. 11, 2015 and I am just now being told that Catnapper (the manufacter) no longer has the material for this particular furniture so they cannot order the material to repair the 3rd cushion.... and now the wedge is starting to show the same material peeling. There is a defect in this material by Catnapper, no wonder they are no longer making the material!!!! [redacted] and [redacted] (parts manager) say there is nothing they can do for me now. It is not my fault that this process was dragged out over 6 months! Lack of communication and no return phone calls on the parts dept at Furniture Mart is to blame.Desired Settlement: I want new pieces of furniture paid by Ashley Furniture Mart... and I do want Catnapper. I want the real leather. Free delivery. This has been dragged out over 6 months.

Business

Response:

February 16, 2015

Review: Short story: I've been waiting since December for the store managers to determine whether or not I can return a bed that was badly damaged upon installation. In the meantime, the store purchased a replacement without my authorization, which they're now attempting to deliver.

Long story: A bed was purchased on September 1st and quoted 8-10 weeks for delivery. It actually took 15 weeks because the agent forgot to order the headboard, which apparently comes separately. On the scheduled day of delivery, the bed was supposed to be installed between 8-11 am and was quoted as a 2-3 hour job. Instead, the delivery men did not phone me until close to noon, at which point they assured me it would only be a 20 minute job. They actually spent an hour, during which the bed was severely damaged (wood splintered all over the bed, NO screws holding it together -- only staples, parts not used, etc.). We called the store to inform them and were asked for photos, which we emailed. They sent a repairman out a few days later, who spent a couple hours repairing much of the damage, but also said we should get a new bed. Given the time it took for the bed to initially arrive and the fact that it was of such poor quality and easily damaged by the incompetent delivery people, we called to ask instead for a refund. We were told that they'd "check with a manager" (a line I've now heard several dozen times) and get back to us, and to just keep using the bed until we heard from them otherwise. Several weeks later, we were informed that a replacement headboard had been ordered. We again asked for a return and reminded them that the entire bed -- not just the headboard -- was damaged. Over the last six months, every single one of almost weekly phone conversations resulted in "I'll check with a manager and get back to you," which they never did. It quickly became abundantly clear that no one in the customer service center has been keeping notes or records of our phone calls, either, because no one there ever seems to know the details of this long and drawn-out problem. It was not until I contacted one of the owners (in March) that any attention was given to the case. However, we still received no word on whether the bed could be returned but learned late March that the store had ordered a replacement bed (of course, we again called to ask if it could be returned). We received no update from the store after early April, so I called them again mid-May and was told that the new bed had arrived and delivery should be scheduled. I reminded them that we’d like to return the bed instead and made the appointment for the old bed to be removed. I also explained that if they must deliver a new bed, it should be left in the packaging and not installed so that we could try to sell it ourselves. However, on the day of scheduled delivery, the replacement was removed from its packaging, so the appointment was cancelled and has since been twice rescheduled at the request of the STORE. (Each time, we have to board our pets and stay home from work.) Each time, I’ve again asked to RETURN the bed and have been told they’re still waiting on upper management. At this point, I no longer have time to wait because we’re moving out of state June 16 – a fact that the store has been aware of since I first asked for the return in December! When I called again today, I was told they’re in fact waiting on word from the manufacturer, not the management, on whether or not the bed can be returned. This makes no sense because it was the store’s delivery people and not the manufacturer who damaged the bed. At this point, I feel that they’re purposely dragging their feet in an effort to force me to take a replacement.

Upon filing this official complaint, I plan to call them to officially refuse the replacement, as I feel that at this point I’ve been left with no choice – I’m moving in ten days and cannot continue to wait for them to resolve the issue. I still expect the store to remove the damaged bed before I move and I do expect a refund of at least 75% of the purchase price.Desired Settlement: Furniture & Appliance Mart will remove the damaged furniture and refund us at least 75% of the original purchase price.

Business

Response:

Hello [redacted],

Review: chairs creak and wobble, had company out to fix, he said thats the way they are. we are dissatified with product,asked for money back they said no.product is still under warranty.Desired Settlement: would like money back because we are not satisfied with product

Business

Response:

[redacted]

Dear [redacted],

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,