Riverview Nursery

Good afternoon,Our Director of Operations has spoken with the customer and has resolved the delivery issueThe 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 knowThank 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

The new sectional will be delivered Saturday, July

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 subdivisionThat is not the issueThe issues are as follows: wrong delivery expectation was set and was told it would arrive in less than weeks.....here is it almost a month later and has still not arrivedI 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 beI 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]

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] ***

My understanding is our warehouse spoke with this consumer last week and has revolved all issuesIf they have any other concerns I can reach out personally [redacted] ***Ashley HomeStoreDistrict G.M [redacted] *** [redacted]

Good afternoon,Ashley HomeStore is the largest furniture company in the world and we employee more people in the U.Sthan any other furniture company, we did not get this way by being dishonest or discriminating against any consumer or employee.In response to Ms*** Ashley HomeStore can provide any documentation needed to resolve this matter We are a record company We have signed documentation from visits to Ms***'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***'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 neededThank you, [redacted] ***

Good afternoon,I just spoke with my management team regarding Mr***'s furniture issues They were following typical protocol for damagesRepairing 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 orderedIt 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 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]

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 saidI 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/returnsI 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 deniedThe 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 itI'm glad I did because they tried to give me the wrong size, againMy son finally has a bed to sleep in after two months so I no longer want to return itI simply want my money back for itThis has been more trouble than what it is worth.Regards, [redacted]

Good morning, Mr [redacted] purchased on 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 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 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 times and 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 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 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

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 weeks for them to tell me that they would not cover this claim 3rd This issue has been going on for approximately 1/months All I want is my money refunded and the desk picked upIf 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]

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]

Our customer, Mr [redacted] , purchased a desk from our Roanoke, Va locationWhile in his home, his son used the desk while writing, but didn't have any sort of writing pad or cover over the desk topImpressions were left on the desk top from the pressure of the writingWe have been in contact with Mr [redacted] trying to resolve the situationThis type of "damage" is not covered as a manufacture defectWe have reached out to our rep at Ashley Homestore corporate to see what the next step can beWe have not yet been advisedThe 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]