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 The pictures do not show any stain that goes clear through to the bottom What they do show is a bed that had a structural defect I have a hard time believing that this is the first time that they have had this kind of result with a [redacted] product, given the abysmal reviews of their products that I have read They have done nothing to fix this situation The representatives who came to take the pictures were not surprised by the fact that the mattress was caving, just the extent I have pictures of my own that I will share with the media that show the defective box springs, which presumably led to the caving in of the mattress To imply that a tiny surface stain (my pictures will clearly show it did NOT go all the way through) would not have anything to do with this We did take care of the mattress It had a mattress pad on it Ashley is completely passing the buck and refusing to take responsibility for the fact that they sold us a defective product At no time did somebody from Ashley's state that we would be on our own and have to deal with [redacted] 's directly They said that [redacted] will not take it back therefore that is the end of our recourse I disagree completely with this assessment and will continue to pursue this issue, legally if necessary They are not simply the middlemen Regards, [redacted]
I am enclosing pictures of the bedI have not seen a mattresses and box damaged like this after year of useThey purchased an excellent mattresses setBut within the year the box has been damaged, and the soilage went completely through the mattresses with a huge stain on the bottomI am enclosing picturesMrs [redacted] told us that her year old son eats in bed and that might be where the stains came fromBut, she feels even though there are stains, we or [redacted] should still cover it, and that one has nothing to do with the otherUnfortunately that is not a factAt this point in time you can't separate abuse from a warranty issueWith all the health issues [redacted] , ***, [redacted] and most manufacturers have the same standards when it comes to stainsThere is not a mattress company out there that would take itWe offer the protection pad to everyoneWith young ladies, bed wetting babies, children, or seniors with incontinence we stress the problems with stainsPROTECT YOUR BED! We cannot force the issue because we don't know what their financial situation might beBut for $79, it is worth itOn the original paperwork that they signed it shows all they wanted was the mattress set and delivery [redacted] was zeroed outWhen this set was delivered, they again signed that everything was in good conditionThere was no damage to the box, and [redacted] will know that this damage did not come from useIt is true they paid good money ($814) for the set and I am sorry it looks like this, but under no condition will we or can we take this backShe has already taken it to the media and I hope it made them ieel better, but it doesn't change the outcomeI could had posted the pictures and let the media make their own conclusions but how professional would that had been? We do stand behind our products, as does [redacted] , but there are guidelines and precautions that has to be taken on the customers part alsoThey do have a responsibility in this, as this is more than a warranty issueLinda B Ashley Furniture Homestore
To start with I apologize for the tardiness on this responseI usually do this immediately, but we were traveling the beginning of October and then I did have an emergency I had to deal with, and unfortunately this did go on the back burnerAgain I apologizeOkay [redacted] 's sofa is out of warrantyYes we did replace the cushions at no cost, but the interesting thing was that the damaged happened in both cases in the very same placeThere have been no other reported problems with this sofaI could understand if there was one poorly made cushion on the seams, but twice years apart? There is someone more going on with itWe have had problems, especially with children that they put their feet in the groove while sitting Over time the constant pressure will make the seams splitAnd that is the only place the seams are doing thisAlso other issues is when they go to put up the foot rest, they push on the back and then hook their feet in to help to open it We have seen it over and overWe usually try to help the customers the first time, but we tell them what is causing it and we just can't keep doing it***'s sofa has a full chaise and they would not be able to use their feet to push it backThis does not happen with reclining sofas that have an open foot restOn January 7, we offered to order the new covers for her but after years there would had been a charge for the cushions and for the installationNow for her additional warrantyIt has changed over the years, but if she looks at her warranty it may say that seams are not coveredIt is truly an accident protection, against burn holes, nail polish, cuts, right down to if the frame broke from someone slamming into it! The rules are to report the damage within days of the accidentFrom the pictures you can tell that this is something that has gone on over a LONG period of timeIf [redacted] would like for us to order her the parts and get this taken care of, we most certainly willBut this is not a manufactures issue at this pointIf you have any questions my cell is ###-###-####I am sorryLinda Bartlett Co-Owner
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]
As of today, the customer was delivered and I am assuming HappyThe husband was great to deal with, and we had no issue with himCharging tax was the biggest issue
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 The pictures do not show any stain that goes clear through to the bottom What they do show is a bed that had a structural defect I have a hard time believing that this is the first time that they have had this kind of result with a [redacted] product, given the abysmal reviews of their products that I have read They have done nothing to fix this situation The representatives who came to take the pictures were not surprised by the fact that the mattress was caving, just the extent I have pictures of my own that I will share with the media that show the defective box springs, which presumably led to the caving in of the mattress To imply that a tiny surface stain (my pictures will clearly show it did NOT go all the way through) would not have anything to do with this We did take care of the mattress It had a mattress pad on it Ashley is completely passing the buck and refusing to take responsibility for the fact that they sold us a defective product At no time did somebody from Ashley's state that we would be on our own and have to deal with [redacted] 's directly They said that [redacted] will not take it back therefore that is the end of our recourse I disagree completely with this assessment and will continue to pursue this issue, legally if necessary They are not simply the middlemen Regards, [redacted]
I am enclosing pictures of the bedI have not seen a mattresses and box damaged like this after year of useThey purchased an excellent mattresses setBut within the year the box has been damaged, and the soilage went completely through the mattresses with a huge stain on the bottomI am enclosing picturesMrs [redacted] told us that her year old son eats in bed and that might be where the stains came fromBut, she feels even though there are stains, we or [redacted] should still cover it, and that one has nothing to do with the otherUnfortunately that is not a factAt this point in time you can't separate abuse from a warranty issueWith all the health issues [redacted] , ***, [redacted] and most manufacturers have the same standards when it comes to stainsThere is not a mattress company out there that would take itWe offer the protection pad to everyoneWith young ladies, bed wetting babies, children, or seniors with incontinence we stress the problems with stainsPROTECT YOUR BED! We cannot force the issue because we don't know what their financial situation might beBut for $79, it is worth itOn the original paperwork that they signed it shows all they wanted was the mattress set and delivery [redacted] was zeroed outWhen this set was delivered, they again signed that everything was in good conditionThere was no damage to the box, and [redacted] will know that this damage did not come from useIt is true they paid good money ($814) for the set and I am sorry it looks like this, but under no condition will we or can we take this backShe has already taken it to the media and I hope it made them ieel better, but it doesn't change the outcomeI could had posted the pictures and let the media make their own conclusions but how professional would that had been? We do stand behind our products, as does [redacted] , but there are guidelines and precautions that has to be taken on the customers part alsoThey do have a responsibility in this, as this is more than a warranty issueLinda B Ashley Furniture Homestore
To start with I apologize for the tardiness on this responseI usually do this immediately, but we were traveling the beginning of October and then I did have an emergency I had to deal with, and unfortunately this did go on the back burnerAgain I apologizeOkay [redacted] 's sofa is out of warrantyYes we did replace the cushions at no cost, but the interesting thing was that the damaged happened in both cases in the very same placeThere have been no other reported problems with this sofaI could understand if there was one poorly made cushion on the seams, but twice years apart? There is someone more going on with itWe have had problems, especially with children that they put their feet in the groove while sitting Over time the constant pressure will make the seams splitAnd that is the only place the seams are doing thisAlso other issues is when they go to put up the foot rest, they push on the back and then hook their feet in to help to open it We have seen it over and overWe usually try to help the customers the first time, but we tell them what is causing it and we just can't keep doing it***'s sofa has a full chaise and they would not be able to use their feet to push it backThis does not happen with reclining sofas that have an open foot restOn January 7, we offered to order the new covers for her but after years there would had been a charge for the cushions and for the installationNow for her additional warrantyIt has changed over the years, but if she looks at her warranty it may say that seams are not coveredIt is truly an accident protection, against burn holes, nail polish, cuts, right down to if the frame broke from someone slamming into it! The rules are to report the damage within days of the accidentFrom the pictures you can tell that this is something that has gone on over a LONG period of timeIf [redacted] would like for us to order her the parts and get this taken care of, we most certainly willBut this is not a manufactures issue at this pointIf you have any questions my cell is ###-###-####I am sorryLinda Bartlett Co-Owner
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]
As of today, the customer was delivered and I am assuming HappyThe husband was great to deal with, and we had no issue with himCharging tax was the biggest issue