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.
Yes the part was supposed to be shipped to my [redacted] (parents house) because my Temperance address is a brand new subdivision. That is not the issue. The issues are as follows: 1. wrong delivery expectation was set and was told it would arrive in less than 2 weeks.....here is it almost a month later and has still not arrived. 2. I understand that I pay retail price for the part....why should a consumer pay shipping when shipping was not charged by the manufacturer? If Ashley corporation told me specifically I should have not paid for shipping, because they did not charge the store for shipping, then why did I? That has yet to be answered nor does the store feel as if they should refund the shipping even after Ashley corporation said it should be. I too can provide that proof that shipping was not charged by Ashley corporation to the store.This store does not care to make it right for the consumer and would never shop there myself ever again, nor recommend any friends in the area to the store.
Regards,
[redacted]
Good afternoon,Our Director of Operations has spoken with the customer and has resolved the delivery issue. The employee that is mentioned in the email is no longer employeed with us, for issues similiar to what was mentioned. Although we do not like any negative experiences with...
our customers, we do appreciate the feedback to better our business and our employees. If any further information is needed please let us know. Thank you,[redacted]
Our customer, Mr. [redacted], purchased a desk from our Roanoke, Va location. While in his home, his son used the desk while writing, but didn't have any sort of writing pad or cover over the desk top. Impressions were left on the desk top from the pressure of the writing. We have been in contact with...
Mr. [redacted] trying to resolve the situation. This type of "damage" is not covered as a manufacture defect. We have reached out to our rep at Ashley Homestore corporate to see what the next step can be. We have not yet been advised. The customer is aware that we are diligently working on resolving this issue.-- [redacted]Office ManagerAshley Homestores[redacted]
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.
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]
Hello,The consumer called the Roanoke store requesting a part be ordered and shipped to his home in [redacted]. The address given was not showing as valid ship to address in the parts order menu which is verified by the USPS. The customer service representative asked the consumer if he had...
a different address he could use. We were given that of his parents in [redacted]. The part shipped within 6 days of the order being placed by the USPS and shipped to the [redacted] address we were given. Parts are not considered to be a part of a normal retail transaction. There is zero revenue in placing a part order. The consumer pays exactly what a retailer would pay for the exact same item. Shipping fees are also applied as they are shipped from a factory somewhere in the U.S. Our retail stores never lay hands on these items. It goes from the part department to the consumer. We can provide invoices of proof of shipping and the fees for the part and the handling if necessary. We are not trying to difficult but when we are charged for an item and give the customer who asked for the part initially the same fee and can provide proof of the fee and the shipping to the home of the address given there is not much past that point we are able to give. Any further questions please let us know. 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.
1st off all I never mentioned my son doing anything to this desk. This desk is used by an adult only. 2nd. The Ashley store pushed me off on [redacted] which took about 3 weeks for them to tell me that they would not cover this claim. 3rd. This issue has been going on for approximately 1 1/2 months. All I want is my money refunded and the desk picked up. If we have been informed that a blotter was need in order to write on the desk I would not have purchased this desk.I know that I am being told that they are working on this issue...but it should not take this long to make a simple decision on a 500$ desk.
Regards,
[redacted]
Bureau:
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 have not spoken to anyone from the finance company so I'm not sure why that was said. I have spoken to the manager at the warehouse as well as the retail store because that is where the warehouse said to call regarding refunds/returns. I was told by a sales woman that it was ran by the manager at the retail store (who was "too busy" to speak to me personally) and was denied. The other week I had to drive up to the warehouse myself to retrieve the box spring because I no longer trusted the company to deliver it. I'm glad I did because they tried to give me the wrong size, again. My son finally has a bed to sleep in after two months so I no longer want to return it. I simply want my money back for it. This has been more trouble than what it is worth.Regards,
[redacted]
Good afternoon,I just spoke with my management team regarding Mr. [redacted]'s furniture issues. They were following typical protocol for damages. Repairing product is not unheard of and is the national furniture industry standard. It is just like repairing a car engine, you would attempt to...
do this before you would replace the entire engine.However, I explained to them that the time line of getting the issues reported by Mr. [redacted] completed was unacceptable. We do out source our repair services and this will be addressed with that company as well. Furniture is definitely an investment, and I completely agree with Mr. [redacted] that with this sort of investment he and his family expects furniture they are comfortable with and can be confident will last them for years. The product Mr. [redacted] requested to be replaced has been ordered. It will be delivered and exchanged one it arrives. Our warehouse manager is contacting him today. I am currently across the country for business but I will personally contact him when I return next week.Thank you,[redacted]
I am not 100% certain of the story leading up to this point, but I do know that the customer had not been speaking with us but rather the finance company, Acceptance Now. They did agree to pick up her items and issue a full refund. This occurred yesterday.
My understanding is our warehouse spoke with this consumer last week and has revolved all issues. If they have any other concerns I can reach out personally. [redacted]Ashley HomeStoreDistrict G.M. [redacted]
[redacted]
[redacted]
[redacted]...
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.
Yes the part was supposed to be shipped to my [redacted] (parents house) because my Temperance address is a brand new subdivision. That is not the issue. The issues are as follows: 1. wrong delivery expectation was set and was told it would arrive in less than 2 weeks.....here is it almost a month later and has still not arrived. 2. I understand that I pay retail price for the part....why should a consumer pay shipping when shipping was not charged by the manufacturer? If Ashley corporation told me specifically I should have not paid for shipping, because they did not charge the store for shipping, then why did I? That has yet to be answered nor does the store feel as if they should refund the shipping even after Ashley corporation said it should be. I too can provide that proof that shipping was not charged by Ashley corporation to the store.This store does not care to make it right for the consumer and would never shop there myself ever again, nor recommend any friends in the area to the store.
Regards,
[redacted]
Good afternoon,Our Director of Operations has spoken with the customer and has resolved the delivery issue. The employee that is mentioned in the email is no longer employeed with us, for issues similiar to what was mentioned. Although we do not like any negative experiences with...
our customers, we do appreciate the feedback to better our business and our employees. If any further information is needed please let us know. Thank you,[redacted]
Our customer, Mr. [redacted], purchased a desk from our Roanoke, Va location. While in his home, his son used the desk while writing, but didn't have any sort of writing pad or cover over the desk top. Impressions were left on the desk top from the pressure of the writing. We have been in contact with...
Mr. [redacted] trying to resolve the situation. This type of "damage" is not covered as a manufacture defect. We have reached out to our rep at Ashley Homestore corporate to see what the next step can be. We have not yet been advised. The customer is aware that we are diligently working on resolving this issue.-- [redacted]Office ManagerAshley Homestores[redacted]
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.
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]
Hello,The consumer called the Roanoke store requesting a part be ordered and shipped to his home in [redacted]. The address given was not showing as valid ship to address in the parts order menu which is verified by the USPS. The customer service representative asked the consumer if he had...
a different address he could use. We were given that of his parents in [redacted]. The part shipped within 6 days of the order being placed by the USPS and shipped to the [redacted] address we were given. Parts are not considered to be a part of a normal retail transaction. There is zero revenue in placing a part order. The consumer pays exactly what a retailer would pay for the exact same item. Shipping fees are also applied as they are shipped from a factory somewhere in the U.S. Our retail stores never lay hands on these items. It goes from the part department to the consumer. We can provide invoices of proof of shipping and the fees for the part and the handling if necessary. We are not trying to difficult but when we are charged for an item and give the customer who asked for the part initially the same fee and can provide proof of the fee and the shipping to the home of the address given there is not much past that point we are able to give. Any further questions please let us know. 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.
1st off all I never mentioned my son doing anything to this desk. This desk is used by an adult only. 2nd. The Ashley store pushed me off on [redacted] which took about 3 weeks for them to tell me that they would not cover this claim. 3rd. This issue has been going on for approximately 1 1/2 months. All I want is my money refunded and the desk picked up. If we have been informed that a blotter was need in order to write on the desk I would not have purchased this desk.I know that I am being told that they are working on this issue...but it should not take this long to make a simple decision on a 500$ desk.
Regards,
[redacted]
Better Business...
Bureau:
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 have not spoken to anyone from the finance company so I'm not sure why that was said. I have spoken to the manager at the warehouse as well as the retail store because that is where the warehouse said to call regarding refunds/returns. I was told by a sales woman that it was ran by the manager at the retail store (who was "too busy" to speak to me personally) and was denied. The other week I had to drive up to the warehouse myself to retrieve the box spring because I no longer trusted the company to deliver it. I'm glad I did because they tried to give me the wrong size, again. My son finally has a bed to sleep in after two months so I no longer want to return it. I simply want my money back for it. This has been more trouble than what it is worth.Regards,
[redacted]
Good afternoon,I just spoke with my management team regarding Mr. [redacted]'s furniture issues. They were following typical protocol for damages. Repairing product is not unheard of and is the national furniture industry standard. It is just like repairing a car engine, you would attempt to...
do this before you would replace the entire engine.However, I explained to them that the time line of getting the issues reported by Mr. [redacted] completed was unacceptable. We do out source our repair services and this will be addressed with that company as well. Furniture is definitely an investment, and I completely agree with Mr. [redacted] that with this sort of investment he and his family expects furniture they are comfortable with and can be confident will last them for years. The product Mr. [redacted] requested to be replaced has been ordered. It will be delivered and exchanged one it arrives. Our warehouse manager is contacting him today. I am currently across the country for business but I will personally contact him when I return next week.Thank you,[redacted]
I am not 100% certain of the story leading up to this point, but I do know that the customer had not been speaking with us but rather the finance company, Acceptance Now. They did agree to pick up her items and issue a full refund. This occurred yesterday.
My understanding is our warehouse spoke with this consumer last week and has revolved all issues. If they have any other concerns I can reach out personally. [redacted]Ashley HomeStoreDistrict G.M. [redacted]
[redacted]
[redacted]
[redacted]...
[redacted]
[redacted]
[redacted]