Furniture & Appliance Mart

Review: I purchased a furniture set, tv, two hutches from them in Feb. 2012 with a five year warranty through them. The set this replaced was over seventeen years old with no issue. Within first week stitching was coming out, within a month all padding was flattened out, by the time they first repaired one heater was busted and the guy told us the recliner mechanism was busted, they replaced that. When we went to move day recliner we picked it up and two of the feet fell out and found that they were stripped from day one. They have been out to fix at least eight times in last year to fix. Now the heater, one recliner, stitching, and padding is coming apart again. We paid over $2400 plus $300 for the five year unlimited warranty. Now that the furniture is out of the manufacturer warranty they will not stand behind it with there warranty. We tried to get them to take it back numerous times in the first year with no response from them, just that there sorry they sold us such a pile. Thank you [redacted]Desired Settlement: Give us a new couch like the warranty states if you can't keep it fixed, and are replacing the same things all the time replace it thanks [redacted].

Business

Response:

[redacted] our Customer Care Manager has been in contact with Mr. [redacted] and will continue to work with them on a resolution not because the claim was filed with the Revdex.com, attached are the notes from the interactions:

The sofa was purchased 1/22/12, the first report we had on the sectional was 4/30/12 and then again 6/1/2012. We did have issues getting the correct parts from the vendor on the most recent work order which is why the repair took so long. In the end all of the issues were resolved at that time.

The mechanism does have a lifetime warranty but the other parts that would be needed are only covered by the one year manufacturer warranty. It appears that the issues may be a result of how the furniture is used in the home, it was reported by the customer to Guardsman there was an in home daycare business and that is why they denied the claim.

Mr. [redacted] called in last night 12/18/13 and I spoke with him regarding his

concerns. They had filed a claim with Guardsman but were denied. I

contacted Guardsman to find out why their claim had been

denied. The reason their claim is denied was “invalid plan”. When

they filed their first claim with Guardsman in 2012 they told Guardsman they do

daycare in their home. The “invalid plan” refers to the product being

used in a commercial setting, the daycare, and thus does not apply as the plan

is for personal use only. They are no longer doing daycare in their home

but as it was initially filed that they had a daycare in their home the

Guardsman plan is null. We did an extensive repair last year when their

initial claim was denied.

When I spoke with him last night I said I would follow up with

Guardsman to verify the reasoning on why the claim was denied. Once we

had that information we could review available options to correct the concerns

they have and get back to them. As it is out of the one year manufacturer warranty and the

Guardsman plan is null due to the furniture being used in a commercial setting the customer would be responsible for charges. I have also attached the email communication from Guardsman.

Date: Thu, 19 Dec 2013 14:10:29 +0000

Subject: [redacted]

Good Morning,

The customer reported a claim in

2012 for urine stains on 6 seat cushion of her Sectional. She confirmed at that

time that the furniture is in an area also used as a daycare. The claim was

denied for invalid plan. The customer recently reported another claim for milk

stains, seam separation, heaters not working, stripped gears and stuffing

coming out of Sectional. This claim was also denied for an invalid plan.

Thank you,

Guardsman- Retailer Relations Dept

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,

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 actually went down to Furniture and Appliancemart to talk to the [redacted] on 12/20/2013 and talked to him about the daycare issue, and where we had it underlined in the warranty terms when we first looked at and decided on the purchase. They new my wife had been doing in home daycare since 1999 when our first son was born, and we told him the only way we were going to purchase the couch and Sedona console was if this warranty covered my wife doing daycare in the house, so he went and got the manager of the store they both told us we would be covered that night. My wife, my two boys and myself. Why would I buy a warranty twice the one for the first couch and console and again for second console for a total cost with tax of $337.60. The foam in couch is also covered under lifetime warranty which [redacted] photocopied that night I was in the store. What I want is the new foam for both recliners, and mechanism for both recliners sent to me I will hire my wives aunt to replace as she does it for a living. I also would want the warranty money with the total I have given you returned to me as the warranty was sold to me under false pretense and never covered me from day one. I can't believe a company would lie like this to a repeat customer who just purchased another tv from them just before Thanksgiving. I know now how much customers mean to them. I also emailed [redacted] back and forth after having couch set for only a couple months about returning it because of all the issues and he told me he was working on it, I just gave up because nothing was happening and we figured we had a five year warranty . The one recliner they replaced the foam in , the wire backing is all the way through the foam there is no padding left. I can't believe a $2405.35 Couch will only last a year and 9 months, as our old couch was 17 years old and looked in excellent condition when my wife sold it. Thanks [redacted]

Business

Response:

The attached document is the warranty brochure the [redacted]'s received at time of purchase the top of the section states clearly -

Not Covered: This Protection Plan provides no Service or benefit for any of the following:

Review: their ad dated 1-20-2-2-16 60 percent off room sale. The back page lists I comfort mattresses starting at $799.00. I went to their marshfield wi store and the store was only selling floor models . The ad does not state anything about floor models only. The sales lady there even told us that the ad is decieving just to get people in the store. Is this what our business world is getting to be nothing but lies?? If not what can be done to correct it?

Business

Response:

[redacted],Thank you for providing us with this opportunity to respond to our customer's concerns.Our customer contacted our corporate office with this complaint on 2/3/16. Our Corporate Director of Advertising responded to our customer. THis response is directly below.-----------Dear (customer name),Thanks for taking the time to explain what happened. It sounds like there is a misunderstanding between what our advertisement was communicating and what our Sales Professional was telling you on the floor. This is our fault, not yours. I don't blame you at all for being upset.What the advertisement said was, "Insight Sets starting at $799" which is accurate, the Insight twin size set retails for $799 and we would be able to sell new in the box at that price. An Insight king set would be more expensive than $799, but that's why the advertisement reads "starting at $799" just as you pointed out in your e-mail below.Having said that, the Sales Professional was also wrong in saying that the King sets were not on sale. In fact, we're offering our best deal that we've EVER offered on all iComfort mattresses including the king, where you receive no interest financing until as long as 2021, $300 in free furniture with purchase OR an upgrade to the adjustable base for just $99, free local delivery AND a free box spring. It's an awesome deal, really, I wish it would have been communicated to you at our store.I'm so sorry for the confusion. It doesn't sound like we're going to be able to earn your business on this purchase from your e-mail below, and I understand your position on that. At this point, I'm just thankful that you took time out of your day to explain what had happened and why you were frustrated.I hope that my explanation helps to clear up the misunderstanding a little, but rest assured, we will get better at communicating the intention of advertisements to our retail Sales Professionals working at our stores.If, after reading this, there is anything at all that I can do for you personally moving forward, please let me know and I'll do all that I can. I'm eager to try to help in any way, sincerely.Thanks a lot for your note, and again, I sincerely apologize that we let you down.-------------------Sincerely,

I spent $1000 on a Ashley couch and love seat from Furnature and Appliance Mart. Two years of light use and the couch is falling apart. I bought the guardsman warranty. The best they can offer is a partial credit on a new couch. So now I will have to pay more money to get another couch that doesn't even match my love seat. Furniture and Appliance Mart or Guardsman do not stand behind their product. Save youself the trouble and stay away.

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!

My husband and I purchased a buffet and an 80 inch tv on Jan. 6,2015. According to the salesman, the tv was brand new and in the warehouse. It was promised to be here on the following Friday. Friday came and about 3 pm, we got a call that it was not on the truck and would be here on Monday. Monday came and we got the same phone call at 3pm again that it was not on the truck again and it would be Wednesday. We went to the store and spoke to another salesman. We told them that if it was not here by the next day, then we wanted our money back. Amazingly, it got there the next day. We went to the store and picked it up. The box was taped up so we did not inspect the tv there. When 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 it. We 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 this. The salesperson said that he would look into it. He contacted us back and said that we were sold a new tv and he did not know why they sent us a floor model. He offered it to us for $200 less, we said if he made it $500 it would be a deal. He said that he could not do that. We boxed the tv back up and took it in for a refund that had to be mailed to us from the corporate office. It took about a week, but we got a check in the mail. The buffet that was ordered on the same day, was promised to be here in 6-8 weeks. At 8 weeks, I called to ask where it was at. A customer service rep. said that she would contact the salesperson and find out. The salesperson gave me a call and said it would be 7 to 10 days. That week came and went, no buffet. I waited another week and called again. Got the same response 7-10 days. On March 31, I called the third time and was told again that it would be 7-10 days. As of April 10, 2015, I still do not have the buffet.
I would not recommend this store to anyone. It seems like they try to use the standard 7-10 days for all responses and have no actual clue as to what is going on. Poor and unsatisfactory service. I guess that the salesperson got her commission and that is all that matters. I am out over $1000 because I paid cash for this item and have absolutely nothing to show for it. I have to wait until Tuesday for the salesperson to call me back to see where to order is

Review: My husband, [redacted] M [redacted] who is a stroke survivor with left side paralysis purchased a twin xl tempur-pedic mattress on 10/2/13 from Ashley furniture with the reassurance it could be returned. On Oct.28th 2013 I called and spoke to [redacted] who is the sales rep and I to was assured the bed could be returned or I would not have accepted the delivery on 10/29/13. Within a week of the bed being delivered we notified Ashley Furniture that the bed would not work as [redacted] was unable to get out of the bed by himself so could we please schedule a pick up time for return, at that time we were told it was only for an in-store credit, never was that mentioned before or [redacted] would not have purchased the be and I would not have accepted delivery. We have made numberous attempts for them to pick up the bed with no resolution. I feel the sale/return was misrepresented.Desired Settlement: I would like the bed picked up, Ashley Furniture to return the payment made by Wells Fargo on our behalf, Wells Fargo closes the account. We would be happy to pay a restocking fee or they can keep the $310.00 that we paid down.

Business

Response:

We are sorry that the mattress has not met your expectations for satisfaction, [redacted] the store manager has been working with the [redacted]'s he did question the sales professional and felt that he was honest in the sales process, he did not say a used mattress could be returned. We will set up a mattress inspection in the home by a service technician to first verify if there is damage or stains to the mattress as that would void any return options. If the mattress is in new condition free of damage or stains we will follow up with the [redacted]'s if they would like to exchange the mattress.

Review: bought stove april 2013 stove always has had gas smell ovens two dont work been out here seven times stove wouldnt burners all four work chrismas eve both ovens didnt work called left message store they forwarded message to custmer care spoke to man he sent out repair on 28th dec yesterday found several things wrong including same parts that were ordered last time ovens wont heat stove has been nothing but problems repair has been out here seven timesDesired Settlement: exchange new working n additional five year warranty as we took out

Business

Response:

Dear [redacted],Thank you for providing us with the opportunity to address our customer's concerns.Our customer contacted us on 12/27/15 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 1/7/16. Our technician reported that after installation of the required parts, everything tested OK. We attempted to contact our customer on 1/12/16 to inquire about the effectiveness of the repair, but were unable to reach them.We 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 ExperienceBoston, Inc. dba Furniture & ApplianceMart, Ashley HomeStores, Mattress Mart2917 Business Park DriveStevens Point, WI 54482

Review: We have purchased a Sectional piece from them. This is a customer item and have had it fixed 4 times. We were not contacted the last time from the manager of the store or customer service to see how, what, or when they will fix it or give us a refund for this item. We wanted a refund from the beginning because this item is defective due to manufacture problem which we were told by the mamger that it was not a problem to be fixed or given a refund for this problem but no one has contacted us about it yet since 6/1/2015.Desired Settlement: We feel that we have been pulled along with lies and excuses and would want a refund and since they feel that it is no rush to fix the problem keep the item too. We are so tired of calling and having someone say the mamger will call us and never do,plus having customer service tell us they will give us a call back once their boss figure out what's going on. Irs been a roller coaster with this sectional piece that costed 3500 dollars.

Business

Response:

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,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

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. They were giving ample amount of time to accurately fix the sectional. They have done nothing but given me and my mother the run around with this piece of furniture. No one has contacted us in a month about replacing/ refunding me the money spent. The customer service reps were rude, the supervisor at customer service were rude, and the manager at the store location has turned his back on this situation. As if it's a waste of his time. We are to be satisfied with the quality of the purchase and customer service provided and both were horrible so far. Now they want to send to corperate since we have contacted Revdex.com when they could have resolved this issue months ago.

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

Regards,

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 have given Revdex.com the adress of [redacted] They are the ones who need to handle this and all customer service will do absolutely nothing. We want our money/replacement and also to be compensated for time wasted being ignored by this issue.

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

Regards,

Business

Response:

[redacted]Trade Practice Consultant[redacted]Revdex.comHello [redacted],Thank you for allowing us this opportunity to address our customer's concerns.Our 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.

Review: I paid for a new refrigerator on 11/2/14. It has always made a louder noise than my old one. It also wasn't keeping the freezer at an even temp.. At the end of June 2015, I went and talked to a 'mark' and he said he would have someone call me, but he didn't take my #, my husband had to remind him of that. About 2 weeks went by and heard nothing. I called them and talked to someone who was sending someone out. He came out 7/7/15. He said that all refrigerators make that much noise and was going to leave when I reminded him of the freezer. He proceeded to tell me that it leaks and that this is were he tells people to not watch, to look away. He took the back end of a screwdriver type thing with a wrench and pounded on the sides of the whole door frame, leaving dent marks around door frame. He then said he was going to order pain and new corner tabs and would be back out that Thursday, a couple days later, and fix it. He never came and never called. On 7/14/15 I went back to the store and asked about it. The guy said that he would talk to a '[redacted]' and then call me right back and he never did. I called back again on 7/21/15 and asked for [redacted] and got a run around. I never spoke to her and the woman said she would give her the message and that someone would call me back, I told them I wanted to speak to [redacted], she said ok... And of course, I never got a call back. The freezer is dripping and freezing water ice cycles on the inside door frame.

It is under warranty and I want a new refrigerator for what the guy did to the one I have.Desired Settlement: I would like an exchange, a new refrigerator for what the guy did to this one. As well as, I believe this one is defective, a lemon.

Business

Response:

[redacted]

Trade Practice Consultant

Revdex.comHello [redacted],Thank you for providing this opportunity to resolve our customer's concerns.I 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 them.Until the repair is completed, I do not consider this complaint resolved, but I wanted to provide you with an update.Sincerely,[redacted], Director of

Customer ExperienceBoston, Inc. dba

Furniture & ApplianceMart, Ashley Furniture HomeStores2917 Business Park DriveStevens Point,

WI 54482

Business

Response:

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.

Consumer

Response:

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 one.If this is true then: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: On 2/15/14 we purchased a Power Rec Console Love Seat and Sofa. We had called, early in 2015, which was still under the one year warranty, with a complaint that one side of the Power Recliner foot rest was not closing correctly and the material was sinking into the chair and no longer plush and full. On Feb.16, 2015 they sent a technician out to our house to evaluate the condition and stated, that it did need several parts and material...that this was going to be an extensive job 2- 2/12 hrs to fix. I asked then shouldn't we just get a new one then, if this was going to be so much work to fix? The technician could not answer that. He gave me a sheet comfirming he was here and that it was going to need several parts. "If in stock 2-3 days, if not in stock it could take 2-8 weeks. If parts take longer than 4 weeks, the parts dept. will call and update you." We NEVER GOT A CALL! I called on 4/6/15 and spoke with a [redacted], informed her of all the above, she apologized and she said she would look into it, right away and call me back that week. NEVER CALLED BACK! I called again 5/21/15, spoke with [redacted] and told her of my call to [redacted], she said she was sorry and this should not be happening and she would check into right away. I gave her till May 26th to call me back with an answer of when the repairs were going to happen or I asked for all this trouble and due to how extensive repairs were, I SHOULD GET A NEW POWER REC. LOVE SEAT! She said she would check into this and call me back Tuesday May 26, 2015 for sure, either way! SHE NEVER CALLED BACK!We would like a new Power Rec. Love Seat, because if they come and do all the fixing and it still isn't good enough, then we will end of going through all this again! It is NOT A SIMPLE FIX!Thank you for your time and consideration regarding this complaint. I look forward to hearing back from someone soon.Sincerely,[redacted]Desired Settlement: We would like a replacement of our Power Rec. Concole Love Seat CHOC. Brand: UNFURModel: [redacted]

Business

Response:

Dear [redacted]

Review: We placed an order for a livingroom furniture set with tables, protection plan with shipping costs with [redacted] at the Plover office. We were very clear with her and told her several times that we live in Rosholt. She said no problem and our furniture should be in their office on 11/3/2015 (a week after our order, not ideal but we'd manage without the furniture). We called today after not hearing on the status of our order and the customer care department advised me that our shipment did come in however the loveseat was not in and the whole order would be delayed at least another week to come in on the next load. The representative also said they only make deliveries on Tuesdays to Rosholt and we wouldn't have gotten it delivered until next week Tuesday anyways because the order would've needed to come in last week to get it this week Tuesday. At NO point did [redacted] share this with us. She knew we had no furniture in the new home we just purchased. We have children, 1 1/2 weeks waiting for furniture we can deal with, not 2 1/2 weeks. We feel she withheld information intentionally just to get the sale. We were very honest with her that we were shopping around and we needed furniture asap. The purchase we made was based on when we could receive it! When speaking to the store manager, I asked if there is anything they can or will do about this and he simply said no, she didn't lie, she just didn't mention things she should've.Desired Settlement: We want our furniture this week as promised.....all of our furniture. If we receive the floor model then we want some off our bill as it is used and not brand new.

Business

Response:

[redacted]Trade Practice ConsultantRevdex.comHello [redacted],Thank you for providing us with an opportunity to respond to our customer's concerns.We 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.

Consumer

Response:

[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.]

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,

Review: On 2/19/16 I bought a beauty rest mattress on a 120 day sleep trial at the [redacted] Furniture Green Bay, WI and it was delivered on 2/26/16 and after almost 2 weeks I stopped in the store on 3/9/16 to say the mattress was to hard and made my hips hurt and made us warm , I told [redacted] that my $300 memory foam mattress that I had prior to my purchase was more comfortable then the $1500 beauty rest willowwick hybrid I just bought. I also had to purchase their expensive mattress protector in order for me to qualify for the 120 sleep trial when I already had the same type of waterproof protector.

I was told by [redacted] that I need to sleep on it 30 days but she would check with the mattress guy if I can re-select before the 30 days and call me on 3/10/16 (she never called me).

So I stopped back in the store on 3/11/16 as I was picking up the recliner that I also purchased on 2/19/16 and I was told By [redacted] that I can re-select one more mattress BUT they charge a $99.99 delivery / pick up fee, so I went to speak to the manager, I explained to him that I had free delivery initially and now they want to charge $99.99 , he gave excuses about they need to re-cover some of the cost of me re-selecting a different mattress as they loose money. WHAT!!! Not my problem, you offered the 120 sleep trial!!! he would not budge on the delivery / pick up fee so I left. :(

I was never given the details of the 120 sleep trial In writing or verbal all [redacted] said was if it does not work then you have 120 days to re-select a new mattress, no mention of the outrageous fee to re-deliver and pick up the other mattress so to my knowledge I could re-select as many times as I want in the 120 day period and free delivery/pick up!

I could bring it back my self per [redacted] but then I open myself up to possible damage to the mattress while transporting in my pick up truck and I donot want that!

On 3/22/16 [redacted] Corporate called me and would not wave the $99.99 fee, Poor customer service!Desired Settlement: Deliver my re-selected mattress and pick up the Beauty Rest Hybrid which is covered under the 120 sleep trial with no delivery charge.

Business

Response:

[redacted]Trace Practice ConsultantRevdex.com Dear [redacted]Thank you for providing us with this opportunity to respond to our customer's concerns.I spoke to our customer on 3/22/16 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 normal delivery fee of $99.95. 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 [redacted] Credit Card, the store incorrectly conveyed that this was an [redacted] 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 accepted.Our customer asked me for a copy of the 120-Day Sleep Trial. I am obtaining one from the store and will mail it to her.I 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.

Consumer

Response:

Review: I purchased 2 reclincers and the extended warranty plan in February 2013 from Furniture and Appliance Mart in Marshfield. At the time of purchase I was told that there was a one year manufacturers warranty on the chairs. Two weeks after getting them home and assessing them in different lights, I called to say that the colors were not exact even though they claimed that the chairs were from the same lot. They weren't willing to do anything about it seeing as we had the chairs for 2 weeks at that point. I decided to keep the chairs as they were despite the different fabrics. After a month or so, one of the chairs started to frey a little, but the other chair has been just fine. I called in May to voice my concern about the cusion and arm of the recliner. They sent out a repair tech who was going to order the parts to repair the chair. In June, they called saying the parts were in. The repair tech came back out in June and was unable to perform the repair because the fabric colors did not match even though they were from the same lot. [redacted] (phone [redacted]) from F & A called us to say she would give us $70 for the chair because they can't fix it. We'd had the chair less than 3 months when I called with the initial complaint about the seem issues. They also claim that they won't be able to hold up to our extended warranty seeing as fabric will never be available to fix the chairs. I have asked to speak to [redacted]'s manager. The managers name is Amanda (phone number [redacted]) I leave my cell phone number so that they can call me any time during the day. In the past month I have left many messages and the manager has tried calling me once. To top it off, she used my home number instead of the cell phone that I instructed them to use so that I can be reached at work. I work the same hours as they do...so getting a hold of me at home is not going to work. This problem has been draggin on since early May...I'd like some closure on this.Desired Settlement: I would settle for a couple of options..

1. I'd take a full refund of $150 plus tax for the chair and $50 for the warranty that they will not be able to service. They can come and pick up the chair from my house if they'd like it back.

or

2. I will take a new chair in place of the defective one delivered to my residence and a refund of my $50 warranty that they will not be able to service.

Business

Response:

The complaint is resolved our Customer Care manager spoke with [redacted]; the chair and elite certificate will be returned to the Marshfield location this weekend and a refund will be processed for the full amount of one recliner and the protection plan on the recliner.

Review: As a loyal customer of Furniture & Appliancemart, we are very disappointed with the recent handling of getting a replacement for a washing machine whereas we purchased the extended warranty. Originally purchased a Samsung washer on 10/8/11 and paid an additional $119.95 plus tax for the warranty to extend to five years.

The first weeks of January 2015, the washer balance is off-the machine makes terrible noises and the clothes do not wring out properly. We called Furniture & Appliancemart and was advised they no longer carry the Samsung brand and we’d need to settle for another brand with comparable features. Around January 11, 2015, F&A originally tried to give us a model without the same features but we wouldn’t settle for a machine that didn’t have the same cycles we sought out when purchasing the Samsung machine because this was a necessity with the type of laundry we do. We did our own research and found the LG model that did have the same features as our Samsung model and had to wait for approval before it could be ordered.

About January 20, 2015, the washer order was placed. After several WEEKS of not hearing anything regarding a delivery date, we placed a call to find out there was a delay in receiving the unit. I have a voicemail saved on my phone from February 19 stating the washer would be in on March 3. On March 4, we called the store to find out when delivery would be. At this time, we were told the washer would not be in until March 31 – another 4 weeks!!!

Working with customer service is a complete nightmare. Trying to get a simple answer was impossible. Every phone call we placed constituted F&A placing an email to Mr. [redacted]. Every follow-up phone call we placed we were told that Mr. [redacted] hadn’t responded to the email. We’ve made well over a dozen phone calls asking how we can get a wash machine sooner because washing a load of bath towels would mean our dryer had to run 3 hours because the washer couldn’t spin the water out. The wear and tear on our clothing and dryer has been a huge concern.

A conversation on March 10 with [redacted] led to their offer of a matching dryer for $700 if we took the washer in the graphite color versus white. We were planning on taking a graphite washer if that meant getting a washer a month sooner but then the next time we spoke with F&A customer service, the dryer price went up to $750 and they had to take the proposale to Mr. [redacted]. This was around March 18. We were not looking to spend another $700 and were hoping they would at the least offer the dryer at a discount for around $500.

After much frustration with the [redacted]/Customer Service, we went to the Wausau store and spoke with [redacted] on Saturday, March 21. We expressed concern of using our dryer for sometimes three hours at a time to dry the laundry the past three months. [redacted] agreed that 3 months to replace a washer was too long to wait. He was going to call LG to see when the washer would be delivered and he promised to get back to us on Sunday or Monday. He never did. On Tuesday, [redacted] called the Wausau store and asked for [redacted]. He was with a customer and was going to give us a call back as soon as he was done. We did not receive a call back from [redacted] so we called the store on Wednesday, March 25, only to find out he would not be back in until Saturday.

On March 20, I filled out an inquiry on F&A website and received this canned response: Thank you for contacting us! This is an automatic e-mail reply confirming that we received your inquiry. We will personally respond to your inquiry as soon as possible. Most inquiries are answered within 24 hours, however, please feel free to call if you have an immediate need. (It’s been several days past 24 hours and still no response to my email.)

It feels like they are trying to buy time – keep pushing us off one day at a time. At this point, we are completely fed up with Furniture and Appliancemart. On March 25, 2015, I phoned the customer service once again to find out how we can resolve this. I was promised a phone call back within 30 minutes. Again, no call back and found out that [redacted] is out of the office. I was directed to Sandy. She reviewed the notes and stated she’d call [redacted] and Monty on their cell phones to see what she can do. Later that day, she phoned back to state that the washer will be in on Friday. BUT, can’t have delivery on Friday yet. Earliest would be on Monday, March 30 – yet another five days without a working washer. She would not give a time of delivery – not even a.m. or p.m. – again no simple answer. So hopefully we can arrange time off to be home to take delivery, if indeed, they are telling the truth this time. We've been down this same road over a month ago so we're not holding our breath.

The extended warranty we purchased will transfer to the new washer. I asked what they will be doing about the lost three months of the warranty. She stated absolutely nothing. Frankly, she was extremely rude on the phone.Desired Settlement: Either add on a NEW five-year extended warranty since we've lost time on the other warranty

and/or

a deal on a new dryer since our's took such extreme wear and tear with the near 12-week wait for delivery on the replacement washer.

Business

Response:

Hello

[redacted],I spoke to Mr. [redacted] on Friday, 3/27/15 and offered to provide a 5 year extended warranty on the replacement washer. Our customer accepted this offer. We are pleased that his concerns have been addressed and

resolved to his satisfaction.

Sincerely,

[redacted] Hoffmann, Director of

Customer Experience

Boston, Inc. dba

Furniture & ApplianceMart, Ashley Furniture HomeStores

2917 Business Park Drive

Stevens Point,

WI 54482

[redacted]@bostoninc.net

The

information contained in this e-mail may be confidential and is

intended solely for the addressee. Unauthorized access, disclosure,

copying, distribution or other action taken or omitted relying on the

contents of this message, is prohibited and may be unlawful. If

you are not the intended recipient please reply and advise the sender

of the erroneous transmission and immediately delete the message.

Consumer

Response:

Although this company is not Revdex.com accredited I feel it is still my obligation to other consumers to share my personal experience.

My family and I recently moved from St. Louis, Mo. to Plover, Wi. and needed to furnish our new home. We were familiar with Ashley furniture and chose to spend our hard earned money there. I work for the railroad and have a very busy schedule so it was up to my wife [redacted] to decide on our furnishings(even if I was off work it would still be that way.)

On June 30, 2013 my wife went to Ashley and carefully made her decisions. We decided to pay in cash and after all was said and done our total came to $8,300. We were told at that time it would take about 4 weeks for the majority of our furniture to be delivered. My daughters bedroom furniture and a mirror for our bedroom would take up to 6 weeks.

At 4 weeks our bedroom furniture minus the mirror, our living room furniture and our daughters dresser and mirror were delivered as promised. Upon delivery the first thing we noticed before the delivery men left was a flaw in the end table. The pre drilled holes where the screws went that held the legs on were drilled too close to the edge making the wood bulge out. We immediately brought this to the delivery mans attention and he quickly took a picture of it and documented it to share with his manager. We were told we would be getting a call within a day. We received a call the next day as promised and were told we would get a new end table in 2 weeks.

Two days later while laying on the couch I noticed a seam between the cushions of our brand new leather couch was not stitched or appeared to be torn. My wife called first thing the next day and asked that we could have a flawless couch sent out immediately. She was told they would not replace our new couch but would send a repairman out with a part that would fix the issue. We did not agree with this because we spent a lot of money for new furniture not refurbished furniture. We were told again a new couch was not an option and could expect the repairman once the part came in which would take about 2 weeks. Not having a choice we agreed.

About 2 weeks later we received a call stating the part was in and could expect a repairman to arrive in a couple of days. We took time out of our busy schedule and patiently waited for the repairman to arrive. When the repairman arrived he quickly noticed that it was the wrong part and voiced his anger stating that he is tired of the woman that takes these orders is constantly careless with the information. He said he had to order the correct part and it would take approx. 2 more weeks to fix our "new" furniture. So it wasn't a waste of a trip he was able to fix a chip in my daughters mirror by the glass that we also noticed, making it another refurbished new piece of furniture.

We received a phone call about 2 weeks later setting up an appointment that we would again have to set time aside for. A couple days later the repairman arrived with the new part. Upon taking the part out of the package he stated "You've got to be kidding me." The part was wrong again. I told him we would be calling and demanding a new couch and he agreed.

When he left we immediately called and explained our issue. The woman on the phone said she was not sure why they did not initially agree to a new couch being delivered and that is what they were now going to do but it would take about 2 weeks.

Again we had to rearrange our schedule and our new couch was delivered about 2 weeks later. The men came again, took out the flawed couch and replaced it with what we thought was a flawless one. My wife signed the paperwork and the men went back out to their truck. As my wife was inspecting the new couch she immediately noticed a half inch tear in the leather on the side of the couch near the floor. She quickly ran out and got the delivery men who came in and again took pictures and documented the new flaw on the new couch and said they would turn the information in to their manager.

We never got a phone call back so after the famous 2 weeks my wife called and was told that the problem was documented but obviously nothing was done about it. My wife requested to speak with a supervisor and was told they were in meetings and someone would call back. My wife called the next day and was told a supervisor was still not available but would be glad to be put through to voicemail. We received a call that evening and the woman said she had to look into it further but would call us back the next day. That was a Friday we had to call back on Monday and leave another message on voicemail. That evening she called back and we were told that the couch was ordered again and that the only compensation would be the $69.99 delivery charge a $100.00 would be given for our trouble. We disagreed with such a nominal compensation especially after buying over $8,000 in merchandise in cash, 8 visits to our home that we had to rearrange our schedules for and the overall issues that my family and I have had to suffer through from what we thought was a reputable company...we were obviously wrong.

Today is October 11, 2013. After over three months of this agony our new couch was just delivered and it appears to be flawless. As the same delivery man was leaving he apologized and said 3 people inspected it this time and it should be just right.

We are normally not a family that complains but right is right and fair is fair. I am not sure if you can do anything about this since Ashley is not Revdex.com accredited but hopefully this will fall into the hands of someone that takes pride in the company they own or work for. We would sure appreciate a better compensation than one that did not even affect the books for that week at Ashley furniture. I am also keeping a copy of this for my own records and if I do no hear back from someone within 30 days with a more acceptable apology I will be voicing my dilemma to either a news station and/or the attorney General of Wisconsin and Ashley Furniture corporate offices.

Extremely frustrated

with Ashley Furniture,

Review: 4/22/2011, we bought furniture from Furniture and Appliancemart in Rhinelander, Wisconsin. Among our purchases was a 3 piece Theater Seating by Lane. It cost $2,648.00, not including tax and the extended Guardsman warranty we bought for it. Starting in August of 2011, we have had repeated problems with the 3 piece Theater Seating and numerous repeated delays in getting repairs completed due to their claiming that they received the wrong parts or were having a hard time locating the correct parts. I have complained many times and requested a refund or and in store credit. They claim that they brought this to the owner's attention and it was denied. It took 6 months to complete the first repair. It took 4 1/2 months to complete the second repair. Those started within the first year of having it. I requested that they take them back and give us store credit for new furniture, but they keep refusing. August 2012, our middle unit motor mechanism broke and we have not had use of that chair since. When trying to get Guardsman to service it under the warranty that we had purchased, we found out that we were never given the proper warranty information that included instructions on how to file a claim and that Guardsman was never given our information. This resulted in Guardsman telling us that we did not have an extended warranty with them. All of this combined to cause delays and our not knowing how to properly file a service request. As a result, Guardsman refused to repair it. Furniture and Appliancemart told us they would deal with the repair this one time. It has been over 7 months since they have been dealing this current needed repair. They have received the wrong parts and/or claim to not be able to find the right parts. In August of 2014, it will be a year since we have been dealing with it. This whole experience has been unacceptable and no customer should have to deal with such horrid service. The fact that we were sold theater seating that was outdated and no longer being made seems like a crime in itself. They should have sold it 'as is' with no extended warranty available. But they did just the opposite and led us to believe that repairs would be taken care of. This has been far from the truth.

When Furniture and Appliancemart recently told me to contact Heritage Home Group Consumer Relations to seek a resolution, I made contact with [redacted]. She had me get the serial numbers from under the two chairs that work, because I was unable to get the serial number from the middle unit. Furniture and Appliancemart Service disconnected the power to the middle unit long ago so it wouldn't be accidentally used while waiting for repairs. [redacted] told me that she has no idea why I am being told that Furniture and Appliancemart Service Department are having a hard time getting parts or receiving the wrong parts. She said she has put through part orders for these many times and has had no trouble. She shows that they are readily available and are sent out quickly, often the next day. After expressing my dismay, and how I feel the delay in repairs have been totally unacceptable, she told me that I have to deal with the store that I bought them from to seek a resolution.

We also have grease on our beige carpet that won't come out as a result of their service department working on the middle chair.

This whole experience has caused a lot of stress and frustration for my family, which makes my health condition worse.Desired Settlement: A refund for the theater seating and the warranty we paid for it, or an in store credit so we can replace it with different furniture. If they want these physically returned, they should pick them up rather than our having to haul them there.

Business

Response:

July 22, 2014

[redacted]

Revdex.com 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

Director of Human Resources

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.

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 11/26/13. 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 8/16/11 and the service order started 11/26/13. 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 3/5/14 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 1 year and 10 months all together, out of the entire 3 years and 2 months that we have owned it (as of 7/2014. 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 repaired. That 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 8/27/13. 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 8/27/13 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 8-24-13. Guardsman only had our warranty, and our information, in their records after we sought the assistance of [redacted], 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 11/26/13.

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,

Review: I purchased a chair on Oct. 23, 2013 for total of $600.33. When I purchased the chair I was not informed or shown on the receipt of the restocking fee if I cancelled. My daughter called on Oct. 30 to cancel the chair from as I decided I wanted to return it. When my daughter called, she was told that there would be a restocking fee of 15% and that the chair was in and we could pick it up. My daughter stated that I didn't want he chair and I wanted my money returned. She also stated that we were not informed of a restocking fee at time of purchase. After they were done speaking with my daughter, Mark Sams the sale person called me. I informed him that I didn't want the chair and I wanted my money refunded to me. I never picked up the chair and I have not received a check or call from Ashley Furniture since then. I have copies of all of my receipts.Desired Settlement: I would like my full refund of $600.33 dollars returned to me.

Business

Response:

Dear Mr. [redacted],