Lambrides, Arnold, Moulthrop LLP

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 Thank you

We apologize for the delayWe have spoken to the customer almost weekly during the last couple of monthsShe is upset that the ETA has been pushed back several times leaving her without slats and legsI called the manufacturer again today and they are supposed to ship the slats and legs this weekWe also provided the customer with a set of slats and feet which both I and the store have called her a week ago to advise are ready for her to pick up temporarily until hers arriveThank you

Initial Business Response / [redacted] (1000, 5, 2016/10/12) */ Customer signed for sofa in good condition, they then brought the sofa home and saw an area they wanted correctedWe corrected this area, and then customer requested we correct more areas on the sofaWe have agreed to correct all areas requested to their satisfaction, and have been in contact with customer to explain our plan of action, and that we will contact once completed for their pickup/approval Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/10/27) */ ***Document Attached [redacted] Final Business Response / [redacted] (4000, 13, 2016/10/27) */ We have decided to go ahead and swap the previously mentioned sofa out with a new one Final Consumer Response / [redacted] (2000, 15, 2016/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) (Tuesday) Picked up the new couchWe reviewed with the Sales Manager and two other employeesThere is small damage on the top right hand, back cornerThe Sales Manager agreed that some type of discount should be appliedThis is documented on the Service Tech Work orderThe Sales Manager is going to check with the Service Manager in the AM and advise usOtherwise, the sofa has been exchanged

Initial Business Response /* (1000, 5, 2017/09/29) */
We apologize for the confusionThe no use no lose promotion allows you to receive in store credit if you have not made a claim with in a specific timeframeYou are only able to use that store credit at the store where you made your purchase,
which would be MishawakaAt the bottom of the certificate it does say to mail it to the Ashley Furniture Home Store @ *** *** *** Mishawaka Indiana 46545.Thank you
Initial Consumer Rebuttal /* (3000, 7, 2017/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The terms explicitly state a Ashley Furniture Gift CardThere is no reference to store credit in any of the documentation that was providedYou are bound by the words in the documentation not by a supposed company interpretation of the promotionI have provided the documentation digitally and via FedEx with signature required to prove that you received it according to the word of the agreementThe fact that the agreement states to mail the document to your address in no way means that the stimulate "gift card" is store credit at only your storeI will continue to pursue this with your corporate partner, the Revdex.com, and even social media until to satisfy your end of this agreement
Final Business Response /* (4000, 9, 2017/10/10) */
If you will look at the bottom of your certificate it does say to obtain the gift card you must fill out the certificate and mail it to the address listed*** *** *** MISHAWAKA INXXXXXWhich is the Ashley Furniture Home store where you made your purchase
Thank you

The customer picked up her rug on 3/7/17 and has realized that her main concerns are with the financing company. Thank you.

Initial Business Response /* (1000, 9, 2015/05/11) */
Contact Name and Title: Abby [redacted]- Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ashleyfw.com
We contest Mr. [redacted]'s account of the situation. We offered 60 months interest free financing OR 15% off with 12 months...

interest free financing. He chose the second option and signed both the sales receipt and financing paperwork which both stated the 12 month terms and balance. None of our associates are authorized to give a discount plus 60 month interest free financing.
OFFER:
Pending the finance company allows a change, we offer the customer to stay with his current contract OR get a 60 months interst free term without a discount.
Initial Consumer Rebuttal /* (3000, 11, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ashley Furniture had a representative from another location reach out. Abbey called and said they would like to resolve the matter. I stated that I wanted the agreement that was presented in the store. She stated that they could no longer make that offer. After much dialogue, I cam to a compromise of paying the entire amount in full at the original price of $2766.35 minus deposit already paid. She agreed. We paid in full at store and have receipt. They were to contact finance company and void contract. This has not yet happened. I have reached out to Abbey 3 times and left message to call. I have not received any calls. I feel they are avoiding since we have already paid. Until finance contract is voided the issue is still open.
Final Business Response /* (4000, 13, 2015/05/23) */
Contact Name and Title: Abby [redacted]- Manager
Mr. [redacted] and I came to a resolution. He paid in full for the furniture and we returned the financed amount on 5/22/15. I apologize I did not have any messages from him.
OFFER:
Please email me directly at [redacted]@ashleyfw.com if you need anything further.

We apologize for the delay. We have spoken to the customer almost weekly during the last couple of months. She is upset that the ETA has been pushed back several times leaving her without slats and legs. I called the manufacturer again today and they are supposed to...

ship the slats and legs this week. We also provided the customer with a set of slats and feet which both I and the store have called her a week ago to advise are ready for her to pick up temporarily until hers arrive. Thank you

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.
Thank you.

Initial Business Response /* (1000, 5, 2017/03/16) */
We contact the customers to schedule them for delivery as soon as we receive their merchandise.
Delivery dates are estimates and are tentative and not exact dates.
We have made several attempts on several occasions to contact customer to keep...

her updated and informed, however her voicemail was always full.
The last of her pieces was due in this week and has now arrived.
We apologize for the inconvenience and have scheduled her for the very 1st available delivery date.
Thank you
Initial Consumer Rebuttal /* (2000, 8, 2017/03/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2016/11/07) */
Customer purchased a dining set and signed a picture showing the height and stating the Ralene color. Upon delivery, the customer thought the color was wrong. She came into store and we showed her the signed paperwork with color/style on the...

floor. We gave the customer options to either keep original table set ordered, pay the difference in price for another dining set or return original dining set. The customer has chosen to return original set.
Initial Consumer Rebuttal /* (3000, 10, 2016/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ashley furniture is not worth the time or effort to remark about anymore. I would strongly recommend to the public to avoid Ashley furniture completely. They have no business ethics, customer service is poor. Stay away from Ashley Furniture.

Initial Business Response /* (1000, 5, 2016/10/12) */
Customer signed for sofa in good condition, they then brought the sofa home and saw an area they wanted corrected. We corrected this area, and then customer requested we correct more areas on the sofa. We have agreed to correct all areas...

requested to their satisfaction, and have been in contact with customer to explain our plan of action, and that we will contact once completed for their pickup/approval.
Initial Consumer Rebuttal /* (3000, 10, 2016/10/27) */
[redacted]Document Attached[redacted]
Final Business Response /* (4000, 13, 2016/10/27) */
We have decided to go ahead and swap the previously mentioned sofa out with a new one.
Final Consumer Response /* (2000, 15, 2016/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
11.01.16 (Tuesday)
Picked up the new couch. We reviewed with the Sales Manager and two other employees. There is small damage on the top right hand, back corner. The Sales Manager agreed that some type of discount should be applied. This is documented on the Service Tech Work order. The Sales Manager is going to check with the Service Manager in the AM and advise us. Otherwise, the sofa has been exchanged.

Initial Business Response /* (1000, 5, 2017/02/20) */
Customer purchased on 11/20/16 and signed the order was exactly what he wanted. Furniture invoiced to us on 11/27/16. The customer changed his mind on 12/3/16 opting to pay a re-stock fee with an in-store credit to order a completely different...

bedroom set. He signed all of the new paperwork clearly showing the re-stock fee amount and our terms again. We called the customer on 12/23/16 and he scheduled delivery for 12/29/16. At this point we aren't able to change his past order, but our store manager would personally assist him with any future needs due to any inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As the retailer said I did call on 12/03 to reorder the different bedroom set because I was calling store several times to exchange my bedroom set without any charge they were kept talking about restocking fees. Even though it was just few days after my original order placed. Manager at store ([redacted] and [redacted] explained me that they have to have charge me restocking fees because orders are already placed and when they send they send the order back to warehouse they charge them so they charge customers. When I placed the order for furniture I had nothing in my home and I had no choice to order the other bedroom set because I wanted to get it before Christmas and expecting they will refund stocking fees later from such a big corporate. They will not compromise customer satisfaction for [redacted] $ for a customer who spend over [redacted]
So I start calling corporate Ashley and corporate told me that they are independent store and they have their own policy for returns and exchange. They would resolve this issue. They also provided me their head office number. I did call several times and expected a call back from them but they never bother to call me back.
Finally I just received a call from [redacted] from head office and she said they cannot refund my restocking fees because this is Ashley policy corporate wise not on independent store level. Ashley corporate charge restocking fees what we charge to customers as per [redacted] from Fort wayne IN store office. I think that's the principle of their business where they are making sure they only make get profit if there is any loss in form or returned or exchange they make sure they charge to customers in the name of hideous back page policies what they get initials from customers and kept their selves protected as per law. I do not want any further business with them. I do not think so I would recommend this Ashley name to any of my friend or family circle. They worst customer satisfaction.
Final Business Response /* (4000, 9, 2017/02/23) */
We are sorry that the customer had the need to change his order. But it has been explained to the customer that the restocking fees are charged for the cancellation of orders and are not refundable. We are not able to change his past order, but our store manager would personally assist him with any future needs due to any inconvenience.

Initial Business Response /* (1000, 5, 2015/11/06) */
Contact Name and Title: Alexis- Service Manager
Contact Phone: XXX-XXX-XXXX
We have spoken to Ms. [redacted]. We are more than happy to service the chair as we have told her. On the sales policy it ask that any items that can be transported be...

brought into the store. This is a simple fix containing two bolts and an allen wrench which we have told the customer we could provide directly to her home. Ashley Furniture provides a one year warranty this does not include a trip out to the home. We are to provide the parts at no cost and labor. Which we are providing the parts at no cost and labor but the dining room chair would need to be brought into the store. If the customer would like us to come to the home for a fee, please call XXX-XXX-XXXX. Thank you.
OFFER:
Bring into store for free repair or we can come to home for a service fee. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because I feel that it shows not only a lack in quality of product but also in customer service satisfaction. I feel they could have offered to come free of charge to fix it instead of having me travel 40 minutes to them. Where is customer service satisfaction? Where is we want to keep your business? We value your business and will go above and beyond our normal to show you that? I feel that they are not only shady but cheaper (quality) than what they claim to be. After 3 months nothing of high quality should be breaking, and I definitely should not have to fix it myself or travel 40 minutes to get it fixed. I have no other choice but to accept their offer because they do not value me as a customer. I am completely disgusted in their product and service. Product is understandable to fail, but customer service is not and should never. Instead of spending $1400 I could have bought something way cheaper and expected it to fail and have to put it together myself. They should be ashamed of themselves and their professionalism concerning this. I would like for them to come to me and fix it free of charge or ship me a new chair. But you cannot seriously expect the customer to fix something that is only 3 months old or drive 40 minutes to you. Ashley's does not value their customers. Period. Point. Blank. Never again ashley, never again. I will have to bring it in and when I do I will tell all of their customers to run and not look back. Their furniture is cheap and their customer service is even cheaper.