Dear *** *** Thank you for contacting us regarding *** *** *** ***. Unfortunately, they have had many issues with regards to the delivery of their furniture. Our Service Team has been working diligently to resolve these issues for them in a timely
manner. As of this time, the only outstanding service issue they have is their dresser is damaged, and we will be exchanging the dresser for them. Because of the many issues that they have experienced, we have sent them $in gift certificates to use towards a future purchase at Ashley Furniture. If you should need any additional information, please do not hesitate to contact me directly at *** extension *** between the hours of 10:AM to 5:PM Monday through FridaySincerely, Monica M*** Ashley Furniture Homestore Edison NJ
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is NOT satisfactory to me
The tech Frank was scheduled through Ashley Furniture to visit our home, look at the damage and order replacementsThis appointment was a confirmed appointment from 2pm to 5pmI reached out several times to the tech and was unable to get him to answer his phoneIt is now 5;38pm and the tech FAILED TO SHOW OR EVEN CALL. We have attempted to resolve this issue but at this point we deserve a full refund of the furniture and the warranty as Ashley has again failed to keep their promise
Regards,
*** ***
Dear We have received your letter regarding the complaint from *** *** *** *** *** contacted our Service Department on July 21st regarding his chair and a half which was delivered to his residence on March 19th of 2015. He indicated that the frame was
cracked. As a courtesy, we asked one of our technicians to go out to his home to inspect the furniture. It was discovered by the technician that the damage to the chair and half, was customer caused. It had an accumulation of shattered frame and cracked areas. The technician indicated that there was no way to repair this in the customer's home due to the extent of the damage. We have contacted the customer and offered him $in store credit that he could use to replace the damaged piece. After hearing of this offer, the customer hung up on our representativeIn addition to this letter, we are also attaching a copy of the report from the technician indicating that the damage was caused by the customerIf you need any additional information, please do not hesitate to contact me at *** Regards, Monica M*** Ashley Furniture Homestore, Edison NJ
Dear *** *** I do apologize for not responding sooner to this complaint. This customer did purchase from our Phillipsburg store and a full refund of $was issued to the customer based on the fact that we could not deliver the Bunkie board to the customer on the scheduled
date. The refund of $was issued on September 19thIf you should require any additional information, please do not hesitate to contact me at *** between the hours of 10:AM to 5:PM Monday through FridaySincerely, Monica M*** Ashley Furniture Homestore Ledgewood NJ
Dear We have received your complaint regarding our mutual customers, *** *** *** *** *** I have spoken directly with *** *** and offered her store credit in the amount of $4020.53. This credit covers all the furniture in her home. She will be able to
use this credit towards a future purchase at Ashley Furniture Homestore. *** *** is going to speak with her husband and get back to us. If you should need any additional information, please contact me directly at *** between the hours of 10:AM to 5:PM Monday through Friday. Sincerely, Monica M*** Ashley Furniture Homestore Edison, NJ
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I have kept a log on all the calls I made, I was never given the opportunity to have a next day service It wasn't until the 15th of Aug, when I spoke to Amanda did the service manager Robin W called to say she could have a service man come on the 16th I told her I was going out at 12pm and she could have the service man come between and She again said she could only schedule a Sept 3rd day As far as I'm concerned their service department needs to have some basic skills on dealing with the public I found them to be rude, discourteous and arrogant.I got the feeling that from the get go I was only going to get a Sept 3rd date Even their service man told me they have emergency appointments I have tried to call Monica in response to her answer to you, but we seem to be playing telephone tag.
Regards,
*** ***
Dear Ms***, Thank you for contacting us regarding our mutual customer, Mrs*** *** I contacted Ms*** on May 16th to advise her that she was authorized for a reselection of a new mattressIf you should require any additional information, please do not hesitate
to contact me at *** between the hours of 10:AM to 5:PM Monday through FridaySincerely, *** *** Ashley Furniture Homestore *** ** ***
I am rejecting this response because: I request that this Revdex.com complaint investigation continue until the refund transaction is completed to our satisfactionThe damaged furniture is scheduled to be picked up tomorrow 09/30/by an Ashley Furniture vendor. I envision another disappointing adventure with the pitomorrow. "Seeing is believing" after the previous delivery and piencounters. We have waited over five (5) months for this situation to be rectified in a satisfactory manner
Complaint: ***
It seems as though the glides have finally been ordered in response to this complaintIt is unfortunate that it had to get escalated to this point due to poor customer serviceThe last phone conversation I had with a customer service rep was back in April and I was told the glides order was being placed as we spokeNow I am receiving the glides in July...three months is quite unacceptableI am requesting to be contacted so that I can schedule a technician for the week of July 13thI do not want to wait to receive the glides then have to wait another month or more for the availability of a technician.
Regards,
*** ***
We have received your complaint regarding Mr*** ***. I spoke directly with Mr*** and he is very upset about the fact that he was not receiving a full refund for the cancellation of the warranty plan. I was able to contact our representative and
Mr*** will be receiving a full refund in the amount of $299.99If you should need any additional information, please do not hesitate to contact me at *** between the hours of 10:AM to 5:PM Monday through FridaySincerely,
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Subject: Re: You have a new message from the Revdex.com of New Jersey in regards to your complaint ***. I want to takes this opportunity to Thank you for helping with my problem it did got resolve,and Ashley Furniture Store is going to send me my $Than you Revdex.com for all you done *** * ***
Thank you so much for contacting us regarding our mutual customer, *** ***.The customer is scheduled to have a technician dispatched to her home on July 17th to fix the bed rails and the dresser. Unfortunately, there is nothing we can do about her mattress as she did not
purchase the mattress from our store The customer has received compensation for the multiple inconveniences in the amount of $in gift certificates that can be used towards a future purchase at our store. She has received over 10% of her total order. At this time, no further compensation can be grantedIf you require any additional information, please do not hesitate to contact me at 973-927-between the hours of 10:AM to 5:PM
Dear Ms***, We have received your letter regarding Mr*** ***. I contacted Mr*** earlier today to advise that we would be able to send a technician to his home to repair the sofa and the chair on Friday, April 29th. Mr*** was frustrated with the
fact that he has had to wait to have his furniture repaired for almost two months. He indicated that he spoke to someone at the store about picking up the furniture and receiving a full refund. I indicated to Mr*** that a refund at this time was not possible because he has had the chair in his home since February 3rd and the sofa in his home since February 17th. I did inform Mr*** that I would be willing to exchange the sofa and the chair as a one time courtesy. He said that he would think about it and call me back. At this time, I am still waiting to hear from Mr*** regarding his decisionIf you should require any additional information, please do not hesitate to contact me at *** *** *** between the hours of 10:AM to 5:PMSincerely, *** *** Ashley Furniture Homestore
We have received your complaint regarding our mutual customer, *** ***. We have contacted the customer and have issued an additional credit of $to his credit card account for the multiple issuesIf you require any additional information, please do not
hesitate to contact me at *** between the hours of 10:AM to 5:PM
Complaint: ***
I am rejecting this response because: it took me complaining to the Revdex.com to even get a resolve to this issue and then once I received the parts in the beginning of October I had to call the company to even find out what to do since there was no email or letter inside the parts in regards to what to doI called them and asked if I am suppose to re upholster my own couch!! they said they would have someone contact me and that took about a week!! I finally have an appointment to get this issue resolved! Their customer service is horrible!!
Regards,
*** ***
Thank you for contacting Ashley Furniture regarding our mutual customer, Ms*** ***. I have contacted Ms*** regarding her recent purchase at our Ledgewood store. We have ordered additional material to replace the area on the sofa where the fabric has worn off.
I told Ms*** because it is fabric, it could take four to six weeks to receive delivery of the material. It was agreed that she would contact me once the material has been received at her home and we would schedule a technician to repair the sofaIf you should require any additional information, please do not hesitate to contact me at *** *** *** between the hours of 10:AM to 5:PM Monday through Friday
Dear Ms***, Thank you so much for contacting us regarding our customer, *** ***, and bringing her dissatisfaction to our attentionI contacted *** this afternoon regarding Ms*** nightstand. I spoke with *** who indicated that they did offer Ms*** the
opportunity to reselect a new nightstand or take a cash settlement to keep the damaged merchandise. I was informed that Ms*** accepted the cash settlement for $and the check cleared on February 28th. Unfortunately, we cannot order any additional parts for this customer as the item has been discontinuedIf you should require any additional information, please do not hesitate to contact me at ###-###-#### between the hours of 10:AM to 5:PM Monday through Friday*** *** Ashley Furniture Homestore *** NJ
Complaint: ***
I am rejecting this response because: the new table top will have the same problem (polymer finishing coating has low resistance to ordinary cooked food)When customers purchase a dining table, they are expecting it will withstand ordinary cooked food without placemats (not oven dish, boiled soup, etc.). Any deviations should be disclosed in product description or the customers should be made aware ofI'm not obligated to purchase warranty to cover hidden manufacturer defects or inferior product qualitiesAlso, there's no guarantee that subsequent repairs could restore the table top to its original conditions
However, Ashley made another call to provide me a full refund after they take the table backI am waiting for this to happen and will provide you a confirmation later.I tried to provide product review at the Ashley website and share this potential discoloration problem with other customersBut Ashley webmaster kept rejecting my product review submissions
Regards,
*** ***
Dear Ms. [redacted], We have contacted Ms. [redacted] regarding the ongoing issues with her furniture. I explained to Ms. [redacted] that she did purchase clearance furniture which means that it comes with no warranty. It was left that Ms. [redacted] would be contacting the [redacted] store once she receives the parts which are scheduled to be delivered to her home the week of July 6th. At that time, a technician will be scheduled with Ms. [redacted] at a time that is convenient for her. Unfortunately, a technician cannot be scheduled until the customer has the parts in their home. If you should require any additional information, please do not hesitate to contact me at ###-###-#### between the hours of 10:00 AM to 5:00 PM Monday through Friday. [redacted] Ashley Furniture Homestore [redacted] NJ
Dear *** *** Thank you for contacting us regarding *** *** *** ***. Unfortunately, they have had many issues with regards to the delivery of their furniture. Our Service Team has been working diligently to resolve these issues for them in a timely
manner. As of this time, the only outstanding service issue they have is their dresser is damaged, and we will be exchanging the dresser for them. Because of the many issues that they have experienced, we have sent them $in gift certificates to use towards a future purchase at Ashley Furniture. If you should need any additional information, please do not hesitate to contact me directly at *** extension *** between the hours of 10:AM to 5:PM Monday through FridaySincerely, Monica M*** Ashley Furniture Homestore Edison NJ
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is NOT satisfactory to me
The tech Frank was scheduled through Ashley Furniture to visit our home, look at the damage and order replacementsThis appointment was a confirmed appointment from 2pm to 5pmI reached out several times to the tech and was unable to get him to answer his phoneIt is now 5;38pm and the tech FAILED TO SHOW OR EVEN CALL. We have attempted to resolve this issue but at this point we deserve a full refund of the furniture and the warranty as Ashley has again failed to keep their promise
Regards,
*** ***
Dear We have received your letter regarding the complaint from *** *** *** *** *** contacted our Service Department on July 21st regarding his chair and a half which was delivered to his residence on March 19th of 2015. He indicated that the frame was
cracked. As a courtesy, we asked one of our technicians to go out to his home to inspect the furniture. It was discovered by the technician that the damage to the chair and half, was customer caused. It had an accumulation of shattered frame and cracked areas. The technician indicated that there was no way to repair this in the customer's home due to the extent of the damage. We have contacted the customer and offered him $in store credit that he could use to replace the damaged piece. After hearing of this offer, the customer hung up on our representativeIn addition to this letter, we are also attaching a copy of the report from the technician indicating that the damage was caused by the customerIf you need any additional information, please do not hesitate to contact me at *** Regards, Monica M*** Ashley Furniture Homestore, Edison NJ
Dear *** *** I do apologize for not responding sooner to this complaint. This customer did purchase from our Phillipsburg store and a full refund of $was issued to the customer based on the fact that we could not deliver the Bunkie board to the customer on the scheduled
date. The refund of $was issued on September 19thIf you should require any additional information, please do not hesitate to contact me at *** between the hours of 10:AM to 5:PM Monday through FridaySincerely, Monica M*** Ashley Furniture Homestore Ledgewood NJ
Dear We have received your complaint regarding our mutual customers, *** *** *** *** *** I have spoken directly with *** *** and offered her store credit in the amount of $4020.53. This credit covers all the furniture in her home. She will be able to
use this credit towards a future purchase at Ashley Furniture Homestore. *** *** is going to speak with her husband and get back to us. If you should need any additional information, please contact me directly at *** between the hours of 10:AM to 5:PM Monday through Friday. Sincerely, Monica M*** Ashley Furniture Homestore Edison, NJ
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I have kept a log on all the calls I made, I was never given the opportunity to have a next day service It wasn't until the 15th of Aug, when I spoke to Amanda did the service manager Robin W called to say she could have a service man come on the 16th I told her I was going out at 12pm and she could have the service man come between and She again said she could only schedule a Sept 3rd day As far as I'm concerned their service department needs to have some basic skills on dealing with the public I found them to be rude, discourteous and arrogant.I got the feeling that from the get go I was only going to get a Sept 3rd date Even their service man told me they have emergency appointments I have tried to call Monica in response to her answer to you, but we seem to be playing telephone tag.
Regards,
*** ***
Dear Ms***, Thank you for contacting us regarding our mutual customer, Mrs*** *** I contacted Ms*** on May 16th to advise her that she was authorized for a reselection of a new mattressIf you should require any additional information, please do not hesitate
to contact me at *** between the hours of 10:AM to 5:PM Monday through FridaySincerely, *** *** Ashley Furniture Homestore *** ** ***
I am rejecting this response because: I request that this Revdex.com complaint investigation continue until the refund transaction is completed to our satisfactionThe damaged furniture is scheduled to be picked up tomorrow 09/30/by an Ashley Furniture vendor. I envision another disappointing adventure with the pitomorrow. "Seeing is believing" after the previous delivery and piencounters. We have waited over five (5) months for this situation to be rectified in a satisfactory manner
Complaint: ***
It seems as though the glides have finally been ordered in response to this complaintIt is unfortunate that it had to get escalated to this point due to poor customer serviceThe last phone conversation I had with a customer service rep was back in April and I was told the glides order was being placed as we spokeNow I am receiving the glides in July...three months is quite unacceptableI am requesting to be contacted so that I can schedule a technician for the week of July 13thI do not want to wait to receive the glides then have to wait another month or more for the availability of a technician.
Regards,
*** ***
We have received your complaint regarding Mr*** ***. I spoke directly with Mr*** and he is very upset about the fact that he was not receiving a full refund for the cancellation of the warranty plan. I was able to contact our representative and
Mr*** will be receiving a full refund in the amount of $299.99If you should need any additional information, please do not hesitate to contact me at *** between the hours of 10:AM to 5:PM Monday through FridaySincerely,
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Subject: Re: You have a new message from the Revdex.com of New Jersey in regards to your complaint ***. I want to takes this opportunity to Thank you for helping with my problem it did got resolve,and Ashley Furniture Store is going to send me my $Than you Revdex.com for all you done *** * ***
Thank you so much for contacting us regarding our mutual customer, *** ***.The customer is scheduled to have a technician dispatched to her home on July 17th to fix the bed rails and the dresser. Unfortunately, there is nothing we can do about her mattress as she did not
purchase the mattress from our store The customer has received compensation for the multiple inconveniences in the amount of $in gift certificates that can be used towards a future purchase at our store. She has received over 10% of her total order. At this time, no further compensation can be grantedIf you require any additional information, please do not hesitate to contact me at 973-927-between the hours of 10:AM to 5:PM
Dear Ms***, We have received your letter regarding Mr*** ***. I contacted Mr*** earlier today to advise that we would be able to send a technician to his home to repair the sofa and the chair on Friday, April 29th. Mr*** was frustrated with the
fact that he has had to wait to have his furniture repaired for almost two months. He indicated that he spoke to someone at the store about picking up the furniture and receiving a full refund. I indicated to Mr*** that a refund at this time was not possible because he has had the chair in his home since February 3rd and the sofa in his home since February 17th. I did inform Mr*** that I would be willing to exchange the sofa and the chair as a one time courtesy. He said that he would think about it and call me back. At this time, I am still waiting to hear from Mr*** regarding his decisionIf you should require any additional information, please do not hesitate to contact me at *** *** *** between the hours of 10:AM to 5:PMSincerely, *** *** Ashley Furniture Homestore
We have received your complaint regarding our mutual customer, *** ***. We have contacted the customer and have issued an additional credit of $to his credit card account for the multiple issuesIf you require any additional information, please do not
hesitate to contact me at *** between the hours of 10:AM to 5:PM
Complaint: ***
I am rejecting this response because: it took me complaining to the Revdex.com to even get a resolve to this issue and then once I received the parts in the beginning of October I had to call the company to even find out what to do since there was no email or letter inside the parts in regards to what to doI called them and asked if I am suppose to re upholster my own couch!! they said they would have someone contact me and that took about a week!! I finally have an appointment to get this issue resolved! Their customer service is horrible!!
Regards,
*** ***
Thank you for contacting Ashley Furniture regarding our mutual customer, Ms*** ***. I have contacted Ms*** regarding her recent purchase at our Ledgewood store. We have ordered additional material to replace the area on the sofa where the fabric has worn off.
I told Ms*** because it is fabric, it could take four to six weeks to receive delivery of the material. It was agreed that she would contact me once the material has been received at her home and we would schedule a technician to repair the sofaIf you should require any additional information, please do not hesitate to contact me at *** *** *** between the hours of 10:AM to 5:PM Monday through Friday
Dear Ms***, Thank you so much for contacting us regarding our customer, *** ***, and bringing her dissatisfaction to our attentionI contacted *** this afternoon regarding Ms*** nightstand. I spoke with *** who indicated that they did offer Ms*** the
opportunity to reselect a new nightstand or take a cash settlement to keep the damaged merchandise. I was informed that Ms*** accepted the cash settlement for $and the check cleared on February 28th. Unfortunately, we cannot order any additional parts for this customer as the item has been discontinuedIf you should require any additional information, please do not hesitate to contact me at ###-###-#### between the hours of 10:AM to 5:PM Monday through Friday*** *** Ashley Furniture Homestore *** NJ
Complaint: ***
I am rejecting this response because: the new table top will have the same problem (polymer finishing coating has low resistance to ordinary cooked food)When customers purchase a dining table, they are expecting it will withstand ordinary cooked food without placemats (not oven dish, boiled soup, etc.). Any deviations should be disclosed in product description or the customers should be made aware ofI'm not obligated to purchase warranty to cover hidden manufacturer defects or inferior product qualitiesAlso, there's no guarantee that subsequent repairs could restore the table top to its original conditions
However, Ashley made another call to provide me a full refund after they take the table backI am waiting for this to happen and will provide you a confirmation later.I tried to provide product review at the Ashley website and share this potential discoloration problem with other customersBut Ashley webmaster kept rejecting my product review submissions
Regards,
*** ***
Dear Ms. [redacted], We have contacted Ms. [redacted] regarding the ongoing issues with her furniture. I explained to Ms. [redacted] that she did purchase clearance furniture which means that it comes with no warranty. It was left that Ms. [redacted] would be contacting the [redacted] store once she receives the parts which are scheduled to be delivered to her home the week of July 6th. At that time, a technician will be scheduled with Ms. [redacted] at a time that is convenient for her. Unfortunately, a technician cannot be scheduled until the customer has the parts in their home. If you should require any additional information, please do not hesitate to contact me at ###-###-#### between the hours of 10:00 AM to 5:00 PM Monday through Friday. [redacted] Ashley Furniture Homestore [redacted] NJ