Old Cellar Man

We are not closing our store We are going to close a few days to reorganize our showrooms and do some remodeling/updating We have not avoided the customer and have records of speaking to her and apologizing for the delay She happened to call and or come in when the manager was not in This complaint should be closed as the customer was refunded her money yesterday

I have attached my receipt from M***ls furniture, if you notice on the bottom left corner is the explanation of special order items was not signed by me or even explained to meThe stools that I ordered are not special order at allThey were the exact fabric and wood that as I seen on the showroom floor I have sent my complaint to social media and found that I am not the only person who has dealt with this problemI had many people who have dealt with the same thingMr M [redacted] did contact me and told me my stools would be in last week and I still have not received them I expect a refund; I ordered these stools on 4/25/and have been waitingIf you would like the social media responses I would be happy to share that with you as wellI am planning to contact my local news station as well This man should not have a business!!!

We have re-ordered the bedroom suiteMrs [redacted] will receive a completely new bedroom suite We apologize for the delay and the damage on the original order We will be delivering the new suite sap

We have worked with Ashley many times on this problem One of the pieces has come in damaged several times We have received another replacement and it is scheduled to be delivered this Friday We hope and expect it to be in good condition and this problem will be resolved This has been a manufacturer's defect issue

We apologize for the delay from the manufacturer We will definitely get the furniture and deliver it We will also give a discount for the delay

We have contacted the customer and will be giving them a credit for both pieces towards a new set of bedding The warranty is from the manufacture and the customer is supposed to deal directly with them, that is why there was some confusion As a courtesy we are helping the customer and
doing the replacement for a second time Usually only one replacement is made under warranty

I am sorry for the problem Sometimes items take longer than anticipated A few items such as bar stools only take longer than a complete truck does for some reason The customer signed our special order policy stating that special orders can be delayed by the factory and we are
not responsible for those delays and they do not invalidate the order I checked with the factory we should have them in about weeks Again I am sorry for the delay

We apologize for the delay The mattress and box spring set was delivered on June 5, and the customer is pleased with the mattress set

The bedroom furniture came in Wednesday April and delivery was scheduled for Thursday April We apologize for the shipping delay

Thank you for your inquiry The fabric has been on back order from our supplier for the rocker-recliner They keep telling us two weeks each time we check on it We apologize for the delay, however fabrics sometimes are on back order They should be receiving the fabric very
soon and we will deliver the recliner as soon as we receive it from our supplier Thank you for your patience and understanding

We are sorry for the problem, however we can not be held responsible for a product that was accepted in the factory wrap in good condition The customer signed everything was ok Mattress manufacturers take extreme precautions to make sure their products are clean and bug free
Factories are cleaned and inspected all the time The customer admits the mattress was for a "camper" in the woods I have been to this campgrounds and it is true outdoor living Just opening the door to your camper invites thousands of possible bugs into your camper We can not be held responsible for a product used under such conditions.We have sold many of the same model and had no problem with them The sheets, comforter, bed spread could have had bed bugs in them We don't know if they were new or old Jill is a manager working with us during a special promotion and arranged for certain new lines of products at our stores She had a better knowledge of this product that our regular staff, that is why we also had her talk to the customer when I had to go into a meeting.Again we are sorry, but there is nothing we can do under the circumstances of this mattress usage

We apologize for the delay in receiving this item We do our best to deal with "made in usa" suppliers and it seems they sometimes take much longer than overseas suppliers Serta has been in a back order situation on the mattress selected We have been assured we will receive this
order in a short period of time This customer and their family has bought from us many times in the past and we have always supplied them with a quality product, we do apologize for this first problem and will make it right

We are sorry for the delay in the sofa.  The recliner chair came in right away and the sofa was on back order (2 different suppliers).  Yesterday the customer came into our store and selected another sofa to be delivered this week with the recliner chair.  This should resolve the...

problem.

The business contacted us on April 12 advised that they could deliver a bedroom setthat was broken and they would send their repair man out to fix it. This is again, unacceptable!

We have worked with Ashley many times on this problem.  One of the pieces has come in damaged several times.  We have received another replacement and it is scheduled to be delivered this Friday.  We hope and expect it to be in good condition and this problem will be resolved....

 This has been a manufacturer's defect issue.

We are sorry Mrs. [redacted] is upset.  There was a restocking fee as our store signs and signed contract clearly states all sales final no cash refunds.  Mrs. [redacted] knew the bedroom suite was the last one in stock and it could not longer be ordered as it was discontinued from the...

manufacturer.  We removed it from our sales floor and wrapped it immediately so that no one else would want to purchase the furniture.  It always happens when something is sold and is no longer available someone else wants it too.  We tried our best to convince Mrs. [redacted] to accept the bedroom but she would not  We allowed her to break her contract and the bedroom suite was put back in stock.  This all costs us time and lost revenue. That is why stores have restocking fee that was clearly stated on the contract.  As a good faith gesture we have left the restocking fee on our books as an open amount that Mrs. [redacted] can use in the future towards a future purchase.

We have had part of the order for several weeks and the husband asked us to deliver everything at one time.  We informed the husband the fabric was on back order.  The furniture is scheduled to be produced today according to the factory web site.  It takes about 7-10 days to get to us...

after production.  Yesterday we informed the customer of this.  We will make some type of adjustment for factory delay.

This was a very UNJUSTIFIED complaint.  The furniture was delivered NEW from the factory and opened up at the customer's house.  The arm had a SLIGHT tear in it.  We offered to order a new piece or send another one out that we had in stock.  Several days later we delivered a...

second piece and it also had a hole in the same spot.  We ordered a new one and told the customer to use the sofa until the new one came in.  In the meantime we had the first one they purchased fixed and you could not see the repair unless you knew where it was in advance.  We offered to deliver that one and let them use that one until the new one came in.  They were very adamant about a refund and would not let us replace the defective piece.  We did pick up the living room and issue a refund, however I do feel it was buyer remorse as the customer was supposed to rescind the complaint which they did not and they told me they were going to buy a $ 299 sofa which is a much cheaper quality than the sofa the originally purchased.  This case should be marked as cleared as the customer did receive a full refund.

[redacted] I accept the response from them as long as they follow through with adjusting my account and also getting my furniture to me in a timely manner thank you

We apologize for the delay in getting the final 2 pieces to complete this order.  Our supplier has been in a severe back order on these 2 products.  We will deliver them as soon as we receive them.  Manufacturing delays are beyond our control, but we have confirmed the products will...

be manufactured and ship to us.