Good morning,I have reviewed Mr*** account and spoken with the staff that he had previously spoken with. Mr*** purchased in 2015. We offer a one year manufacturer warranty as well as an optional five year protection plan to all consumers. Mr*** is out of his one year
warranty period and chose not to elect for our five year protection plan, which would have covered the issues he is speaking of. Unfortunately, we can not service Mr*** since he purchased in 2015. We would be happy to recommend to him to a repair service that we contract with as well whom could assist him in correcting his issues.Thank you,*** ***
Good afternoon,Ms*** has been spoken with on multiple occasions this week alone. She has had her items since February 21st. The first issue filed was that her adjustable base was not working. We went to her home and there are no issues with what she purchased from us. She
is having an issue with her current footboard, which she did not purchase from us. We can not assist with what is not ours. We sent our technician out who reported this back to us. She was notified that our merchandise was not defected. She insisted we correct the problem and we refused, as it was not our problem to correct.*** *** did advise Ms*** that she was indeed trying to get back money that was not due to her. The delivery team did leave a receipt at her home by mistake with information in the notes that the customer would receive a $in store credit and a $credit from Simmons, a bedding vendor, for the issues with their adjustable base purchase from the Simmons bedding company. Ms*** emailed this information this week after calling and asking for "her" $1,credit. She email to us a portion of a receipt with these notations made. WE have all documentations supporting what she did, from her email with her name listed as the sender. Once we figured out what she doing and confronted her on her attempt to receive money that was not due to her she claimed that she was only trying to get money just like another customer who had an issue received. Little did she know the other customer cancelled their purchase all together and never even received a credit because we could not satisfy them, not that that is extremely significant. She was using another customers receipt and made a fraudulent claim to my company to receive money not owed to her! Ms*** has had her merchandise for three weeks and is now claiming that she does not want the merchandise. If she did not want her purchase and her initial complaint was made on 2.8.17, one day after purchasing, then why did she schedule a delivery and take receipt of a product she did not want three weeks later and ask us to repair her footboard two weeks later? A footboard that doesn't even belong to us. Ms***'s product is hers. We do not take back used mattresses and bases because the customer changed their mind weeks after having it in their home. In addition, due to her attempt to receive money that is not due to her, we will have no further dealings with Ms***. All management staff has been made aware of her attempt and all has been printed and documented. Ms*** is more than welcome to pursue legal action. We have all conversations and attempts made by Ms*** documented. What she did was fraudulent. We have good employees who realized what she was doing, recognized her attempt, made her aware of her guilt, and now she is pointing the finger away from the entire story. There is nothing further myself or any member of management is permitted to do in regards to her account Please reach out to me with any further questions. *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and replacing my current sofa would be satisfactory to mePlease let me know the date when it will be delivered.I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed.So because of this warranty, they can't return my phone calls that they promised to respond toI'm not sure how their customer service is so awfulI understand that warranty situation is out of questionI just wanted a call back so I can get help fixing this poor product I boughtMost places take pride in customer service, I guess they got their money so they don't care anymore
Regards,
*** ***
I spoke with *** and I have came to the decision to just order Ms*** a new sofaWe are doing this nowShe was ordered new mechanics to fix her sofa but told *** she did not receive themDue to the delay I am ordering her a new sofaThe warranty date is from the original purchase date so the new sofa will not have an additional one year warranty but her *** will transfer to the new piece for five years less the amount of time she had the first sofa. This will be ordered todayAnything else needed please let me knowWe are calling Ms*** now. Thank you, *** ***Ashley HomeStores of SW Virginia Regional Manager*** *** *** *** ** ***
*** ***
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Ashley technician did not replace anything on this sofa Ashley sent a motor for the recliner but no other parts The sofa continues to recline The Technician told me that the entire frame (not the motor) was bent and that all the rails holding that end of the sofa up would need to be replaced He took the motor with him and left a box of filler to build up some padding to make the sofa a little more comfortable to sit on and you would no longer be sitting at an angle I was supposed to hear from Ashley furniture after the Thanksgiving holiday and when they never called me back I called them after Christmas No other technicians have been to my home nor have I been contacted to resolve this issue that is why I contacted the Revdex.com
Regards, *** ***
Good afternoon,Ms*** was delivered their reclining sofa in March of 2017. They called in November with a frame issue on one side of the sofa. Our technician went to the home and determined the mechanism, which is the piece of the sofa that allows the customer to recline, was
bent. Our technician ordered the mechanism and replaced. Last week the guest called back and explained the same scenario to our Customer Care team. They had record of her sale and the photos of the item in her home with the issue she had previously had. They ordered another mechanism on Jan27th. This is being shipped directly to her home and once it arrives we will replace the mechanism.Ashley Furniture offers a one year manufacturing warranty to all consumers. During that one year we agree to repair any product that is covered with manufacturing defects. wear and tear is excluded. The sofa that Ms*** owns does have wear and tear, which is not covered, but the mechanism bending is something we will cover for the first year.Ms*** did purchase an extended protection plan through *** *** *** so if there are any issues with the merchandise after March, she would need to contact them for any repairs needed that are met under their terms of condition.If any further information is needed please contact me. Thank you,*** ***
Good afternoon,This consumer has been provided documentation about the furniture she purchased, in which it is 100% leather everywhere the body touches. This can also be viewed on our website at ***. The return of one piece has not been discussed. The consumer
asked to return all of the furniture and reselect for something different. When she came in to the store and spoke with a manager she left angry and stated we would be hearing from her lawyer. We have offered her a complete reselection of her order or we can order her a new sofa since she is not happy with the one she has. Both options are more than fair to the consumer. The complaint is that the sofa is not real leather, which we have documented proof otherwise. We are more than willing to assist the consumer by either replacing the current sofa she has or letting her reselect all of the pieces so her collection matches in her home. We want to help her and make sure she is satisfied, but this also requires the consumer assistance. The decision is hers. Thank you,*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
*** from the Ashley warehouse spoke with me Friday 1/26/and told me she would order new furnitureI really hope that I get to talk with *** to explain that it was less about how Ashley would fix it and more about the lack of getting anything done to get process startedHow I was treated by management and employees trying to get something started or just general informationNow even though this maybe a process for businesses to repair furniture but understand I didn't buy furniture to come to my home broken nor to be blamed that I broke it myselfOnce again I hope to receive that personal call from ***. I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They are not honest and tell them to produce all the infoI can produce all contact and recording of our conversationsAll this dishonesty, very poor customer serviceI have called so many times and not one phone call returnedNot anyone has been to my home to fix the bedHow can they say there is not anything wrong when they haven't called or sent anyoneThis is just a way to rip people off but I refuse to allow this to happen.
Regards,
*** ***
Good afternoon,I have reviewed this order and the customer did sign an in store agreement, stating that the merchandise would take 2-weeks. The customers merchandise actually was set to arrive, and did arrive, only one day after she cancelled her order. The restocking fee is applied
because once the merchandise is in, Ashley HomeStore is unable to send the merchandise back to Ashley Furniture Industries. Ashley HomeStore orders the product for the customer, then if the customer cancels Ashley HomeStore is left with the paying for the furniture. For this reason there is a 20% restocking fee applied, which was signed by the customer, to all cancelled orders. This is reviewed at the time of purchase. If any further information is needed or you would like the signed copy of the furniture agreement by the customer please contact me. We can provide it for you. Thank you.*** ***
:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I've read the response from Ashley Furniture. Not much truth in their reply. First and foremost I want to say that I did advise them the next day that I purchased the bed and mattress that I needed to cancel that purchase . I told them that my father had passed away and I just wasn't thinking clearly. They told me I could not cancel. [redacted] told me after I had researched the pricing on the bed that he would make this situation right. Yes the people that delivered the bed left someone's information in my Home but that is nothing to argue about. The problem is that I told them the next day I wanted to cancel. They said I couldn't. Then they said they would knock 500 off bed and give me a store credit. I wasn't sure how much store credit I would get then I seen the receipt left at my home... thinking it was my receipt I then called to check if they had taken the 500 off. They said they weren't sure but would check. They ask for the receipt so I emailed it to [redacted] who then accused me of coming in the store and taking that... Now I'm wondering how this lady was able to cancel????? But I was not?? Sounds like discrimination due to my illness. I feel they want to take advantage of me because I am disabled and I believe they do not believe that I will stand up for my rights.... they have been dishonest the whole entire time. They haven't called me I am the one calling them. They have accused me of multiple things that are blatant lies. As far has them coming to fix the bed???? So dishonest. They haven't sent anyone to my home. "Footboard " I don't even have nor have I ever had a footboard. The guys that brought the bed I told them I didn't want the bed. I had cancelled. They informed me that if I didn't allow them to set the bed up then they would have to leave on porch. This place is very unprofessional and need to be held accountable. I want the bed picked up as I ask the day after purchase. This is not going to just be let go. Thank you[redacted]
Good afternoon,Ashley HomeStore is the largest furniture company in the world and we employee more people in the U.S. than any other furniture company, we did not get this way by being dishonest or discriminating against any consumer or employee.In response to Ms. [redacted]. Ashley HomeStore can provide any documentation needed to resolve this matter. We are a record company. We have signed documentation from visits to Ms. [redacted]'s home as well as GPS tracking on all of our vehicles to show where our drivers have travelled daily. We also have emails stating the damages and repairs needed to her bed, the bed she did not purchase from us. We can not fix what is not ours.We are sympathetic to Ms. [redacted]'s condition, although until now it has not been discussed by any employee. We can provide terms and conditions of the sale which states on the back of the receipt that a consumer can cancel for any reason within a six week period, prior to delivery, for a 20%restocking fee. Ms. [redacted] could have cancelled if she was willing to pay this fee, prior to delivery. She has a copy of this on the back of her receipt. All Ashley HomeStore within our franchise, as well as Ashley Industries, have been notified of this situation, unfortunately the outcome remains the same as to which ever store is contacted. In response to another customers order, that is a private matter between us and the customer. We would never disclose this information to another customer who is simply questioning "why" and has no relation. Again, we can provide emails from Ms. [redacted] where a refund was being requested using a different customers receipt.As Ms. [redacted] has been told on multiple occasions, there is nothing more we can do for her. Her mattress and adjustable base are not defected, therefore a refund is nonnegotiable. If a car is purchased and a month later the consumer does not want it any longer, it is not returnable. If a house is purchased, signed on the dotted line, and handed keys to a front door, and then the following day the consumer decides they do not want it, the situation can not be reversed.Ashley HomeStore did not force Ms. [redacted] to accept her merchandise. If it was not wanted she could have simply refused delivery and disputed the amount to the finance company. We can not bill an account until merchandise is received. She would have never received a billing statement. This was also in her purchase packet which we can provide copies of as well.We are an upstanding company and hold all employees to high standards. They follow policies and procedures. We can provide any documentation needed. Thank you,[redacted]
[redacted] was ordered a low profile foundation. The item came in mislabeled from Simmons. We had to go through them to get corrected but the new item is on the way in and then we will exchange for her.
Good morning,
Mr. [redacted] purchased on 3.26.16. Upon the intial delivery the Only issue at the time was the sectional that was delivered. The sectional was accepted and signed off on. Afterwards a phone call was made to us that the sectional was ordered in the wrong...
configuration. The sectional only comes two ways. On 4.21 we reordered the sectional the other direction, again the only other way it comes. When this was delivered we were told this was also incorrect. On 5.7 we ordered the sectional again back the way it was ordered originally. When this was delivered we were told it was wrong again. After the 3rd attempt our store manager, [redacted], went to the home himself to see exactly what was needed. Still confusion on the customers behalf we took Both sectionals to the home. At this point it is our 4th attempt. They kept the correct configuation, which is the Exact Same as the first delivery in early April. However, due to the moving of these sectionals 4 times and 4 deliveries, there was a small hole on one of the pieces. Not the consumers fault as it is our job to ensure the safety of our product, however no product is moved around this much under a normal circumstance. The more we move items the more damages that can occur. In the middle of the sectional issue there was an issue with a dining room table that we corrected. It was a manufacturing issue that was to no fault of the customer.
After the last issue of the hole in the sectional, the customers wife, Ms. [redacted], has taken an obscene nature with two of our managers. There has been excessive screaming and cursing from her directly to both of our managers using extreme language and making threatening accusations. "Kill them with kindness" is not the mentality of this person. We have re-ordered Mr. [redacted]s sectional, now for the 5th time, and it is expected in this week. At that time we will make the exchange. There will no other calls from any members of management to enagage with this person languaga and threatening manner. Our warehouse will call them this week to exchange the one item that is still in question.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
** [redacted]
Good morning,I have reviewed Mr*** account and spoken with the staff that he had previously spoken with. Mr*** purchased in 2015. We offer a one year manufacturer warranty as well as an optional five year protection plan to all consumers. Mr*** is out of his one year
warranty period and chose not to elect for our five year protection plan, which would have covered the issues he is speaking of. Unfortunately, we can not service Mr*** since he purchased in 2015. We would be happy to recommend to him to a repair service that we contract with as well whom could assist him in correcting his issues.Thank you,*** ***
Good afternoon,Ms*** has been spoken with on multiple occasions this week alone. She has had her items since February 21st. The first issue filed was that her adjustable base was not working. We went to her home and there are no issues with what she purchased from us. She
is having an issue with her current footboard, which she did not purchase from us. We can not assist with what is not ours. We sent our technician out who reported this back to us. She was notified that our merchandise was not defected. She insisted we correct the problem and we refused, as it was not our problem to correct.*** *** did advise Ms*** that she was indeed trying to get back money that was not due to her. The delivery team did leave a receipt at her home by mistake with information in the notes that the customer would receive a $in store credit and a $credit from Simmons, a bedding vendor, for the issues with their adjustable base purchase from the Simmons bedding company. Ms*** emailed this information this week after calling and asking for "her" $1,credit. She email to us a portion of a receipt with these notations made. WE have all documentations supporting what she did, from her email with her name listed as the sender. Once we figured out what she doing and confronted her on her attempt to receive money that was not due to her she claimed that she was only trying to get money just like another customer who had an issue received. Little did she know the other customer cancelled their purchase all together and never even received a credit because we could not satisfy them, not that that is extremely significant. She was using another customers receipt and made a fraudulent claim to my company to receive money not owed to her! Ms*** has had her merchandise for three weeks and is now claiming that she does not want the merchandise. If she did not want her purchase and her initial complaint was made on 2.8.17, one day after purchasing, then why did she schedule a delivery and take receipt of a product she did not want three weeks later and ask us to repair her footboard two weeks later? A footboard that doesn't even belong to us. Ms***'s product is hers. We do not take back used mattresses and bases because the customer changed their mind weeks after having it in their home. In addition, due to her attempt to receive money that is not due to her, we will have no further dealings with Ms***. All management staff has been made aware of her attempt and all has been printed and documented. Ms*** is more than welcome to pursue legal action. We have all conversations and attempts made by Ms*** documented. What she did was fraudulent. We have good employees who realized what she was doing, recognized her attempt, made her aware of her guilt, and now she is pointing the finger away from the entire story. There is nothing further myself or any member of management is permitted to do in regards to her account Please reach out to me with any further questions. *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and replacing my current sofa would be satisfactory to mePlease let me know the date when it will be delivered.I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed.So because of this warranty, they can't return my phone calls that they promised to respond toI'm not sure how their customer service is so awfulI understand that warranty situation is out of questionI just wanted a call back so I can get help fixing this poor product I boughtMost places take pride in customer service, I guess they got their money so they don't care anymore
Regards,
*** ***
I spoke with *** and I have came to the decision to just order Ms*** a new sofaWe are doing this nowShe was ordered new mechanics to fix her sofa but told *** she did not receive themDue to the delay I am ordering her a new sofaThe warranty date is from the original purchase date so the new sofa will not have an additional one year warranty but her *** will transfer to the new piece for five years less the amount of time she had the first sofa. This will be ordered todayAnything else needed please let me knowWe are calling Ms*** now. Thank you, *** ***Ashley HomeStores of SW Virginia Regional Manager*** *** *** *** ** ***
*** ***
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Ashley technician did not replace anything on this sofa Ashley sent a motor for the recliner but no other parts The sofa continues to recline The Technician told me that the entire frame (not the motor) was bent and that all the rails holding that end of the sofa up would need to be replaced He took the motor with him and left a box of filler to build up some padding to make the sofa a little more comfortable to sit on and you would no longer be sitting at an angle I was supposed to hear from Ashley furniture after the Thanksgiving holiday and when they never called me back I called them after Christmas No other technicians have been to my home nor have I been contacted to resolve this issue that is why I contacted the Revdex.com
Regards, *** ***
Good afternoon,Ms*** was delivered their reclining sofa in March of 2017. They called in November with a frame issue on one side of the sofa. Our technician went to the home and determined the mechanism, which is the piece of the sofa that allows the customer to recline, was
bent. Our technician ordered the mechanism and replaced. Last week the guest called back and explained the same scenario to our Customer Care team. They had record of her sale and the photos of the item in her home with the issue she had previously had. They ordered another mechanism on Jan27th. This is being shipped directly to her home and once it arrives we will replace the mechanism.Ashley Furniture offers a one year manufacturing warranty to all consumers. During that one year we agree to repair any product that is covered with manufacturing defects. wear and tear is excluded. The sofa that Ms*** owns does have wear and tear, which is not covered, but the mechanism bending is something we will cover for the first year.Ms*** did purchase an extended protection plan through *** *** *** so if there are any issues with the merchandise after March, she would need to contact them for any repairs needed that are met under their terms of condition.If any further information is needed please contact me. Thank you,*** ***
Good afternoon,This consumer has been provided documentation about the furniture she purchased, in which it is 100% leather everywhere the body touches. This can also be viewed on our website at ***. The return of one piece has not been discussed. The consumer
asked to return all of the furniture and reselect for something different. When she came in to the store and spoke with a manager she left angry and stated we would be hearing from her lawyer. We have offered her a complete reselection of her order or we can order her a new sofa since she is not happy with the one she has. Both options are more than fair to the consumer. The complaint is that the sofa is not real leather, which we have documented proof otherwise. We are more than willing to assist the consumer by either replacing the current sofa she has or letting her reselect all of the pieces so her collection matches in her home. We want to help her and make sure she is satisfied, but this also requires the consumer assistance. The decision is hers. Thank you,*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
*** from the Ashley warehouse spoke with me Friday 1/26/and told me she would order new furnitureI really hope that I get to talk with *** to explain that it was less about how Ashley would fix it and more about the lack of getting anything done to get process startedHow I was treated by management and employees trying to get something started or just general informationNow even though this maybe a process for businesses to repair furniture but understand I didn't buy furniture to come to my home broken nor to be blamed that I broke it myselfOnce again I hope to receive that personal call from ***. I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They are not honest and tell them to produce all the infoI can produce all contact and recording of our conversationsAll this dishonesty, very poor customer serviceI have called so many times and not one phone call returnedNot anyone has been to my home to fix the bedHow can they say there is not anything wrong when they haven't called or sent anyoneThis is just a way to rip people off but I refuse to allow this to happen.
Regards,
*** ***
Good afternoon,I have reviewed this order and the customer did sign an in store agreement, stating that the merchandise would take 2-weeks. The customers merchandise actually was set to arrive, and did arrive, only one day after she cancelled her order. The restocking fee is applied
because once the merchandise is in, Ashley HomeStore is unable to send the merchandise back to Ashley Furniture Industries. Ashley HomeStore orders the product for the customer, then if the customer cancels Ashley HomeStore is left with the paying for the furniture. For this reason there is a 20% restocking fee applied, which was signed by the customer, to all cancelled orders. This is reviewed at the time of purchase. If any further information is needed or you would like the signed copy of the furniture agreement by the customer please contact me. We can provide it for you. Thank you.*** ***
:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I've read the response from Ashley Furniture. Not much truth in their reply. First and foremost I want to say that I did advise them the next day that I purchased the bed and mattress that I needed to cancel that purchase . I told them that my father had passed away and I just wasn't thinking clearly. They told me I could not cancel. [redacted] told me after I had researched the pricing on the bed that he would make this situation right. Yes the people that delivered the bed left someone's information in my Home but that is nothing to argue about. The problem is that I told them the next day I wanted to cancel. They said I couldn't. Then they said they would knock 500 off bed and give me a store credit. I wasn't sure how much store credit I would get then I seen the receipt left at my home... thinking it was my receipt I then called to check if they had taken the 500 off. They said they weren't sure but would check. They ask for the receipt so I emailed it to [redacted] who then accused me of coming in the store and taking that... Now I'm wondering how this lady was able to cancel????? But I was not?? Sounds like discrimination due to my illness. I feel they want to take advantage of me because I am disabled and I believe they do not believe that I will stand up for my rights.... they have been dishonest the whole entire time. They haven't called me I am the one calling them. They have accused me of multiple things that are blatant lies. As far has them coming to fix the bed???? So dishonest. They haven't sent anyone to my home. "Footboard " I don't even have nor have I ever had a footboard. The guys that brought the bed I told them I didn't want the bed. I had cancelled. They informed me that if I didn't allow them to set the bed up then they would have to leave on porch. This place is very unprofessional and need to be held accountable. I want the bed picked up as I ask the day after purchase. This is not going to just be let go. Thank you[redacted]
The new sectional will be delivered Saturday, July 2.
Good afternoon,Ashley HomeStore is the largest furniture company in the world and we employee more people in the U.S. than any other furniture company, we did not get this way by being dishonest or discriminating against any consumer or employee.In response to Ms. [redacted]. Ashley HomeStore can provide any documentation needed to resolve this matter. We are a record company. We have signed documentation from visits to Ms. [redacted]'s home as well as GPS tracking on all of our vehicles to show where our drivers have travelled daily. We also have emails stating the damages and repairs needed to her bed, the bed she did not purchase from us. We can not fix what is not ours.We are sympathetic to Ms. [redacted]'s condition, although until now it has not been discussed by any employee. We can provide terms and conditions of the sale which states on the back of the receipt that a consumer can cancel for any reason within a six week period, prior to delivery, for a 20%restocking fee. Ms. [redacted] could have cancelled if she was willing to pay this fee, prior to delivery. She has a copy of this on the back of her receipt. All Ashley HomeStore within our franchise, as well as Ashley Industries, have been notified of this situation, unfortunately the outcome remains the same as to which ever store is contacted. In response to another customers order, that is a private matter between us and the customer. We would never disclose this information to another customer who is simply questioning "why" and has no relation. Again, we can provide emails from Ms. [redacted] where a refund was being requested using a different customers receipt.As Ms. [redacted] has been told on multiple occasions, there is nothing more we can do for her. Her mattress and adjustable base are not defected, therefore a refund is nonnegotiable. If a car is purchased and a month later the consumer does not want it any longer, it is not returnable. If a house is purchased, signed on the dotted line, and handed keys to a front door, and then the following day the consumer decides they do not want it, the situation can not be reversed.Ashley HomeStore did not force Ms. [redacted] to accept her merchandise. If it was not wanted she could have simply refused delivery and disputed the amount to the finance company. We can not bill an account until merchandise is received. She would have never received a billing statement. This was also in her purchase packet which we can provide copies of as well.We are an upstanding company and hold all employees to high standards. They follow policies and procedures. We can provide any documentation needed. Thank you,[redacted]
[redacted] was ordered a low profile foundation. The item came in mislabeled from Simmons. We had to go through them to get corrected but the new item is on the way in and then we will exchange for her.
Good morning,
Mr. [redacted] purchased on 3.26.16. Upon the intial delivery the Only issue at the time was the sectional that was delivered. The sectional was accepted and signed off on. Afterwards a phone call was made to us that the sectional was ordered in the wrong...
configuration. The sectional only comes two ways. On 4.21 we reordered the sectional the other direction, again the only other way it comes. When this was delivered we were told this was also incorrect. On 5.7 we ordered the sectional again back the way it was ordered originally. When this was delivered we were told it was wrong again. After the 3rd attempt our store manager, [redacted], went to the home himself to see exactly what was needed. Still confusion on the customers behalf we took Both sectionals to the home. At this point it is our 4th attempt. They kept the correct configuation, which is the Exact Same as the first delivery in early April. However, due to the moving of these sectionals 4 times and 4 deliveries, there was a small hole on one of the pieces. Not the consumers fault as it is our job to ensure the safety of our product, however no product is moved around this much under a normal circumstance. The more we move items the more damages that can occur. In the middle of the sectional issue there was an issue with a dining room table that we corrected. It was a manufacturing issue that was to no fault of the customer.
After the last issue of the hole in the sectional, the customers wife, Ms. [redacted], has taken an obscene nature with two of our managers. There has been excessive screaming and cursing from her directly to both of our managers using extreme language and making threatening accusations. "Kill them with kindness" is not the mentality of this person. We have re-ordered Mr. [redacted]s sectional, now for the 5th time, and it is expected in this week. At that time we will make the exchange. There will no other calls from any members of management to enagage with this person languaga and threatening manner. Our warehouse will call them this week to exchange the one item that is still in question.
Thank you,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
** [redacted]