MrsL [redacted] purchased on 11/22/and was quoted and approximate time frame of 8-weeks.Customer was contact on 12/7,12/and 1/letting her know items are expected to arrive end of JanuaryCustomer was contacted on 1/letting her know due to product availability items were unavailable until 2/Customer was issued in gift cards due to delay and inconvenience On 3/2/customer was delivered and is satisfied with her itemsIf you have any further questions in regards to this information you can contact me directlyThank you
To whom it may concern, The complaint was received regarding the delay of our customers orderWe did immediately contact customer and apologize for the delayUnfortunately we have been having issues with the manufacture due to them merging with another companySo we have been waiting on the mattress portion of the order and have since received them in and scheduled a day for deliveryAgain we contacted the customer to apologize and for the inconvenience we took care of the remaining balance on the order so she did not have to pay any balance that was originally leftAs of now she is currently scheduled for deliveryThank you
I have left three messages for Mrs*** to call me back today regarding her sale order for $and have not yet received a call backDue to the fact that her items have recently been taken out of stock and are unavailable, a full refund has been authorizedPlease feel free to contact me for any other information that you may needThank you!
Complaint: I am rejecting this response because: I'm sorry but this is entirely untrue..I drove over to the Santa Maria store a week after receiving the furniture to explain that it appeared to be used before we got it...At that time I ask to speak to the manager and was sidetracked by a salesman, D [redacted] ...He looked at the pictures I had and said that the best recourse was to call customer care after Thanksgiving because they would be back then...I called and days later a tech came out and said he could replace the cushion but it would make no change in the sofa...He ordered the replacement cushion and I called customer service to set up another tech to come out because no one called us until I called after Xmas...At that time I was told that I could replace it myself and it was as easy as changing a pillow, another lie...They sent a new tech out at my request, who spent one and a half hours taking the whole right recliner on the sofa off and pulled the cushion into place...he said that the first two guys that came out could have done the same thing when they were here the first time..It was refreshing to see a tech actually do his job...His name is C***, and I called Ashley furniture that afternoon to tell them how nice he was and that he fixed the cushion...when I spoke to R [redacted] , custservice repI told her that in no way did that take care of the millions of fibers coming out of the sofa, and that was a different issue...Just because I called to say my appreciation for the job that C [redacted] did does not mean that there is not still a problem with the sofa and reclinerthose fibers get in your eyes, nose, mouth and all over your clothes and are a real problemI can't begin to tell you how disappointed we are because we really liked the furniture when I bought it...They would have to completely take the furniture apart and construct it properly to make it right...I have never had an experience like this with a company and am sorry that they are representing American made products Regards, P [redacted]
This purchase was made on 12/31/and Mrs [redacted] did contact the store regarding the issue of whether the product would fit in her homeAt the point of sale the agreement signed does state that "all sales are final" and the customer is made aware of a "no fit policy" that requires initials from the customer showing that they have agreed to these termsIn regards to the offer to reduce size of an Ashley product, the product does not have customizable options in regards to frame adjustmentMrs [redacted] has been authorized to reselect to a product of her choosing with no deduction however, a dispute with American Express has been filed putting a hold on the processDisputes usually take thirty to sixty days to come to a resolution depending on the credit agencyOnce a determination is made the customer and I will be contacted by the agencyNo refund or reselection can proceed until the determination is made and conveyed to both partiesPlease contact me if you have any further questions
Revdex.com: I actually left two messages for Ashley to call me back and tonight just spoke with them and confirmed that a refund would be issued and should be received by the end of this weekThank you for your assistance in getting this issue resolvedI have reviewed the response made by the business in reference to complaint ID 10307170, and find that this resolution is satisfactory to me Regards, [redacted] ***
I mostly blame the Owner as I believe it clearly starts at the topIn seeing all of the similar posts, they have clearly created this truly toxic environment that ends up causing their customers a lot of stress and inconveniencesI will never purchase something from these jokers ever again! This review is posted for Ashley Furniture, but they now go by Furniture ExpressWhile they have changed their name they are still the very same company, all the same people, worse of all starting at the topIf there were a Stars then I would select that optionI don’t entirely blame the sales staff, most of them are pretty nice and helpful, the issues clearly start at the top if you ask meThere appears to be a systemic disregard for order timelines that are originally promisedI wished I had read up on the reviews BEFORE I purchased instead of after, I would have realized these people have major issues and I would have gone elsewhere We ordered our bedroom set at the end of February and didn’t receive it until mid June!! We were told that it would arrive in 6-weeksAt the week mark we were told again, and again, and again, and again that it would be 10-days, it was being built, it was on the truck, it was at the at the distribution center, it was just waiting for a truck, a truck was assigned but it was just waiting for a driver, etc., etc., etcEach update (when they would provide one!) they would assure us this was the last delay and it would be up on the next load in about 10-daysBut then when we would be able to get through to someone later on there would be yet another excuse They tried to blame it on Ashley Furniture but come to find out the contact info they gave me for the Ashley Warehouse is actually the same personnel for their companyThey were a private owner of Ashley so all the same people still work for this company, not Ashley, even though they changed to Furniture ExpressThey give you a list of phone numbers to call that include the warehouse, supervisor and others but they all seem to go to the same voice-messageAnd no one ever seems to return your callI left multiple messages on each number and very, very rarely received a return callI would have to threaten cancellation of the order in order to get any type of responseI got a little bit better results using their email address, at first anyway, then that went cold too Towards the end I was really at the end of my rope and ready to cancel, but they said all sales are finalWhat?!??!! Yeah, a sale is final when you have the product!!!! I was going to have to resort to disputing the charge through my credit card companyIT TOOK OVER weeks for us to get our furnitureWe had ordered with plenty of time to allow the furniture to get delivered to our new home so we would only have to sleep on the floor for maybe a week or twoBut because of the delays we had to put up with an extra months of ridiculous sleeping conditions just to get by I will say that the sales staff originally gave us a pretty good dealSo is this the price you pay to save $1,000? I would have preferred to pay more and not deal with the stressIf we had known up front that it could take months and if they would return your messages and provide adequate updates, then maybe we could have handled itThe customer service on the back end is absolutely horrendousThey gave us a small store credit to try and make up for the delay but how is that any help? I have to go through this whole process with them again? No way!
Customer purchased on Nov 27,and was quoted an approximate time frame of to weeksCustomer was contacted on 12/19,1/and 1/with an estimated arrival time of end of JanuaryOn 1/customer was contacted letting him know item was unavailable until end of march due to delay in supply chain with manufactureWe will not be able to issue refund because per our invoice that was given at time of sale stating all shipping dates are estimate and therefore we cannot give out exact dates and all sales are finalWe have attempted to offer customer compensation as well as offered customer to reselect to something that was available so we can bring in right awayCustomer stated he wanted to wait
As Stated by the Business The Customer’s ordered on 4/4/and did sign at the point of sale for a quoted to weeks estimated lead timeHowever the contract does state that this lead time is based on item availabilityCalls were made to the customer on 4/25, 5/9, 5/24, 6/5, 6/11, 7/4, 7/22, 7/to give status updatesOn 7/the customer was made aware of the unavailability of the sectional and was also told that we would expedite the order as soon as stock became availableThe notes state that the customer was aware and ok with thisNo other concerns by the customer were relayed to us at this pointThis customer was delivered on 7/25, all merchandise was signed for received by this customerPlease let me know if you have any other concerns or questions
Customer purchased on 12/5/and was quoted an approximate time frame of to weeksCustomer was contacted on 12/23,1/with and estimated arrival time of end of January On 1/Mrwas contacted regarding order being unavailable until the end of March due to product unavailabilityI have attempted to contact MrA [redacted] on 2/& 2/to discuss order but have not been able to get in contact with himI'll continue to reach out to him until issue is resolvedIf you have any further questions you can contact me directlyThank You
Complaint: I am rejecting this response because: I am completely dumbfounded by this companies response to my complaints...I have been very patient with them and I am shocked that they would completely twist the truth this way...For an example of how this keeps on being more and more of a pain, I called last Wednesday, Jan15, to ask for a phone number to the Insurance Cothat we purchased a year policy from and I still have not received a call back...The last tech that was here, C***, was in complete agreement with us about the fibers all over the furniture and at NO time were they described as lintHe thought it was awful and a shame that brand new furniture looked like that...The manager of the customer service depttold me that I purchased very cheap and poorly made furniture and there was not a thing wrong with it, that's the way it looks..The customer service deptis being very untruthful and I don't appreciate they're complete lack of consideration...I never received a gift card in the mail for $100...I was offered a $gift card for all the trouble they have caused, not $100...At the time I was told that it was in no way an acceptance of closure about my complaint...I made it perfectly clear that I was very unhappy about all the polyfill fibers sticking out all over the furniture and I couldn't accept the $gift card if I was relinquishing my complaint about the fibers..The customer service manager assured me that it was just a way of saying sorry for all the trouble I have gone through...The furniture is defective and that's all there is to it..It should have a lining barrier on the inside against the fabric to keep the polyfill from coming through the fabric...The first techs that came out to fix the furniture said that the fibers coming through the fabric weren't right either...Customer service is avoiding the discussion about the first techs they sent out because they could have fixed the problem then but didn't even look at the furniture properly and told me it was too early to be moving furniture...They took pictures that day which I was told were never shown to customer service and that they said there was nothing wrong with the furnitureI have never seen such a disorganized business with a complete lack of consideration for the customer...I'm not asking for the world here, just furniture that we can be proud of buying...That is supposed to be their moto"They sell customer service and furniture too" Regards, P [redacted]
Complaint:
I am rejecting this response because:
Offer was made for a free warranty if I waited until end of March for delivery. I was offered a $gift card but NEVER RECEIVED IT! Following end of March, when merchandise was once again NOT DELIVERED, I contacted the store and spoke to ***, who claimed to be the store manager. She told me should could not guarantee any delivery date, as HomeStore has no control over when the manufacturer will deliver the merchandise. I asked to cancel the order and receive a refund. *** said she could not do this.
At this point I am requesting a refund for merchandise not delivered, per California Code of Regulations, Section 1304.1(g) which addresses failure to delivery within a reasonable time. Please issue a check in the amount of $and deliver to my home address within days. I have also filed a complaint with the California Department of Consumer Affairs
B*** ***
Regards,
Barbara James
I ordered on 7/2/and was told to weeks, weeks being 9/24/
Almost a month later and still no word, looks like im going to small claims court for breach of contract the savings are not worth the excessive waiting period and lack of customer service
Most of the comments about the speed of delivery are correct If they were up front with their delivery issues I wouldn't have purchased the products Its not that anyone lied per se, but no one was honest either
Mrs Q*** was delivered her furniture on 11/Customer contacted customer service on 12/where she was scheduled a tech appointment for 12/After our technicians went out to her home they
determined that the only issue with sofa was that the cushions were sinking we placed parts order for new cushions on 12/and were delivered to her home on 12/she had called in to schedule tech appointment on 12/but was unhappy at the fact that she wanted to re-selectper our contract it states all sales are final and wouldn't be able to issue a re-selectionCustomer wasn't happy but scheduled tech appointment for 1/On 1/7 customer contacted me right away after technician appointment she let me know she was 100% satisfied and was happyIf you have any further questions you can contact me directlyThank You,
Mr*** purchased with our store on 4/05/with an estimated arrival of up to weeks for his merchandiseOur contract states that this is an estimated time frame based on availability of the product purchasedOur contract also states that all sales are final and is signed and initialed in
multiple spots at the point of sale, while gone over diligently with staff at the point of saleMr*** has received status updates required by our company on 4/26/2014, 5/10/2014, 5/24/2014, and 6/17/On 4/26/Mr*** was told that the lamps that he purchased were out of stock and that he could reselect to another item if he choseThis is not what held up his orderMr*** contacted the customer service department on Saturday 6/14/requesting a full refundHis items had already been expedited ad confirmed on a truck for 6/21/to be received into our distribution centerAs per our contract, Mr*** was refused a full refundI spoke with this customer this morning and he was satisfied with expedited delivery upon receipt of his merchandiseThe concern here, according to him, was that he would not be receiving his product before having to leave for work toward the end of the monthIf I can be of further assistance please let me knowThank you!
Complaint:
I am rejecting this response because: My initials and signature do NOT represent that I understood that I was signing a "sale is final" document The salesman NEVER pointed that out to me and instead informed me that I had days to decide In other words, he lied to me I did file a dispute with my credit card company and the outcome is still pendingBecause of this mistreatment and misrepresentation by Ashley, I don't wish to do any further business with themWe don't want to accept delivery but we expect the store to refund our money!
Regards,
*** ***
Due to the fact that a dispute has been initiated by the customer, our hands are tied until a determination is madeI have attached the original invoice with the customer's signatures along with initials in each box representing her understanding of our policyWe have offered a reselection to another product but as mentioned, the dispute must be finalized before we can proceedThank you for your understanding
Customer originally purchased a Simmons mattress on 8/and was quoted approximately 3-weeksThe manufacture contacted us on 9/letting us know there was a delay
in productionWe contacted customer same day letting her know the situation and asked if she would like for us to switch to a different 3rd party vendor with a mattress set comparable to the one she purchasedShe said she would be into the store to determine which mattress she would like to upgrade toShe went into the store on 10/and re-selected, but due to customer being unsatisfied with the re-selection that she chosewe allowed her to re-select again to a more expensive mattress and she is currently scheduled for delivery on 12/She financed through acceptance now and we have no control on how there day same as cash worksFor the inconvenience we issued customer a $gift card and customer is okay
Mr. G[redacted] purchased on 11/20/15 and was quoted and approximate time frame of 4-8 weeks. Due to product availability items were unavailable until 2/28 customer was contacted...
and made aware of this information. On 3/2/2016 customer was delivered and is satisfied with his items. If you have any further questions in regards to this information you can contact me directly. Thank you
MrsL [redacted] purchased on 11/22/and was quoted and approximate time frame of 8-weeks.Customer was contact on 12/7,12/and 1/letting her know items are expected to arrive end of JanuaryCustomer was contacted on 1/letting her know due to product availability items were unavailable until 2/Customer was issued in gift cards due to delay and inconvenience On 3/2/customer was delivered and is satisfied with her itemsIf you have any further questions in regards to this information you can contact me directlyThank you
To whom it may concern, The complaint was received regarding the delay of our customers orderWe did immediately contact customer and apologize for the delayUnfortunately we have been having issues with the manufacture due to them merging with another companySo we have been waiting on the mattress portion of the order and have since received them in and scheduled a day for deliveryAgain we contacted the customer to apologize and for the inconvenience we took care of the remaining balance on the order so she did not have to pay any balance that was originally leftAs of now she is currently scheduled for deliveryThank you
I have left three messages for Mrs*** to call me back today regarding her sale order for $and have not yet received a call backDue to the fact that her items have recently been taken out of stock and are unavailable, a full refund has been authorizedPlease feel free to contact me for any other information that you may needThank you!
Complaint: I am rejecting this response because: I'm sorry but this is entirely untrue..I drove over to the Santa Maria store a week after receiving the furniture to explain that it appeared to be used before we got it...At that time I ask to speak to the manager and was sidetracked by a salesman, D [redacted] ...He looked at the pictures I had and said that the best recourse was to call customer care after Thanksgiving because they would be back then...I called and days later a tech came out and said he could replace the cushion but it would make no change in the sofa...He ordered the replacement cushion and I called customer service to set up another tech to come out because no one called us until I called after Xmas...At that time I was told that I could replace it myself and it was as easy as changing a pillow, another lie...They sent a new tech out at my request, who spent one and a half hours taking the whole right recliner on the sofa off and pulled the cushion into place...he said that the first two guys that came out could have done the same thing when they were here the first time..It was refreshing to see a tech actually do his job...His name is C***, and I called Ashley furniture that afternoon to tell them how nice he was and that he fixed the cushion...when I spoke to R [redacted] , custservice repI told her that in no way did that take care of the millions of fibers coming out of the sofa, and that was a different issue...Just because I called to say my appreciation for the job that C [redacted] did does not mean that there is not still a problem with the sofa and reclinerthose fibers get in your eyes, nose, mouth and all over your clothes and are a real problemI can't begin to tell you how disappointed we are because we really liked the furniture when I bought it...They would have to completely take the furniture apart and construct it properly to make it right...I have never had an experience like this with a company and am sorry that they are representing American made products Regards, P [redacted]
This purchase was made on 12/31/and Mrs [redacted] did contact the store regarding the issue of whether the product would fit in her homeAt the point of sale the agreement signed does state that "all sales are final" and the customer is made aware of a "no fit policy" that requires initials from the customer showing that they have agreed to these termsIn regards to the offer to reduce size of an Ashley product, the product does not have customizable options in regards to frame adjustmentMrs [redacted] has been authorized to reselect to a product of her choosing with no deduction however, a dispute with American Express has been filed putting a hold on the processDisputes usually take thirty to sixty days to come to a resolution depending on the credit agencyOnce a determination is made the customer and I will be contacted by the agencyNo refund or reselection can proceed until the determination is made and conveyed to both partiesPlease contact me if you have any further questions
Revdex.com: I actually left two messages for Ashley to call me back and tonight just spoke with them and confirmed that a refund would be issued and should be received by the end of this weekThank you for your assistance in getting this issue resolvedI have reviewed the response made by the business in reference to complaint ID 10307170, and find that this resolution is satisfactory to me Regards, [redacted] ***
I mostly blame the Owner as I believe it clearly starts at the topIn seeing all of the similar posts, they have clearly created this truly toxic environment that ends up causing their customers a lot of stress and inconveniencesI will never purchase something from these jokers ever again! This review is posted for Ashley Furniture, but they now go by Furniture ExpressWhile they have changed their name they are still the very same company, all the same people, worse of all starting at the topIf there were a Stars then I would select that optionI don’t entirely blame the sales staff, most of them are pretty nice and helpful, the issues clearly start at the top if you ask meThere appears to be a systemic disregard for order timelines that are originally promisedI wished I had read up on the reviews BEFORE I purchased instead of after, I would have realized these people have major issues and I would have gone elsewhere We ordered our bedroom set at the end of February and didn’t receive it until mid June!! We were told that it would arrive in 6-weeksAt the week mark we were told again, and again, and again, and again that it would be 10-days, it was being built, it was on the truck, it was at the at the distribution center, it was just waiting for a truck, a truck was assigned but it was just waiting for a driver, etc., etc., etcEach update (when they would provide one!) they would assure us this was the last delay and it would be up on the next load in about 10-daysBut then when we would be able to get through to someone later on there would be yet another excuse They tried to blame it on Ashley Furniture but come to find out the contact info they gave me for the Ashley Warehouse is actually the same personnel for their companyThey were a private owner of Ashley so all the same people still work for this company, not Ashley, even though they changed to Furniture ExpressThey give you a list of phone numbers to call that include the warehouse, supervisor and others but they all seem to go to the same voice-messageAnd no one ever seems to return your callI left multiple messages on each number and very, very rarely received a return callI would have to threaten cancellation of the order in order to get any type of responseI got a little bit better results using their email address, at first anyway, then that went cold too Towards the end I was really at the end of my rope and ready to cancel, but they said all sales are finalWhat?!??!! Yeah, a sale is final when you have the product!!!! I was going to have to resort to disputing the charge through my credit card companyIT TOOK OVER weeks for us to get our furnitureWe had ordered with plenty of time to allow the furniture to get delivered to our new home so we would only have to sleep on the floor for maybe a week or twoBut because of the delays we had to put up with an extra months of ridiculous sleeping conditions just to get by I will say that the sales staff originally gave us a pretty good dealSo is this the price you pay to save $1,000? I would have preferred to pay more and not deal with the stressIf we had known up front that it could take months and if they would return your messages and provide adequate updates, then maybe we could have handled itThe customer service on the back end is absolutely horrendousThey gave us a small store credit to try and make up for the delay but how is that any help? I have to go through this whole process with them again? No way!
Customer purchased on Nov 27,and was quoted an approximate time frame of to weeksCustomer was contacted on 12/19,1/and 1/with an estimated arrival time of end of JanuaryOn 1/customer was contacted letting him know item was unavailable until end of march due to delay in supply chain with manufactureWe will not be able to issue refund because per our invoice that was given at time of sale stating all shipping dates are estimate and therefore we cannot give out exact dates and all sales are finalWe have attempted to offer customer compensation as well as offered customer to reselect to something that was available so we can bring in right awayCustomer stated he wanted to wait
As Stated by the Business The Customer’s ordered on 4/4/and did sign at the point of sale for a quoted to weeks estimated lead timeHowever the contract does state that this lead time is based on item availabilityCalls were made to the customer on 4/25, 5/9, 5/24, 6/5, 6/11, 7/4, 7/22, 7/to give status updatesOn 7/the customer was made aware of the unavailability of the sectional and was also told that we would expedite the order as soon as stock became availableThe notes state that the customer was aware and ok with thisNo other concerns by the customer were relayed to us at this pointThis customer was delivered on 7/25, all merchandise was signed for received by this customerPlease let me know if you have any other concerns or questions
Customer purchased on 12/5/and was quoted an approximate time frame of to weeksCustomer was contacted on 12/23,1/with and estimated arrival time of end of January On 1/Mrwas contacted regarding order being unavailable until the end of March due to product unavailabilityI have attempted to contact MrA [redacted] on 2/& 2/to discuss order but have not been able to get in contact with himI'll continue to reach out to him until issue is resolvedIf you have any further questions you can contact me directlyThank You
Complaint: I am rejecting this response because: I am completely dumbfounded by this companies response to my complaints...I have been very patient with them and I am shocked that they would completely twist the truth this way...For an example of how this keeps on being more and more of a pain, I called last Wednesday, Jan15, to ask for a phone number to the Insurance Cothat we purchased a year policy from and I still have not received a call back...The last tech that was here, C***, was in complete agreement with us about the fibers all over the furniture and at NO time were they described as lintHe thought it was awful and a shame that brand new furniture looked like that...The manager of the customer service depttold me that I purchased very cheap and poorly made furniture and there was not a thing wrong with it, that's the way it looks..The customer service deptis being very untruthful and I don't appreciate they're complete lack of consideration...I never received a gift card in the mail for $100...I was offered a $gift card for all the trouble they have caused, not $100...At the time I was told that it was in no way an acceptance of closure about my complaint...I made it perfectly clear that I was very unhappy about all the polyfill fibers sticking out all over the furniture and I couldn't accept the $gift card if I was relinquishing my complaint about the fibers..The customer service manager assured me that it was just a way of saying sorry for all the trouble I have gone through...The furniture is defective and that's all there is to it..It should have a lining barrier on the inside against the fabric to keep the polyfill from coming through the fabric...The first techs that came out to fix the furniture said that the fibers coming through the fabric weren't right either...Customer service is avoiding the discussion about the first techs they sent out because they could have fixed the problem then but didn't even look at the furniture properly and told me it was too early to be moving furniture...They took pictures that day which I was told were never shown to customer service and that they said there was nothing wrong with the furnitureI have never seen such a disorganized business with a complete lack of consideration for the customer...I'm not asking for the world here, just furniture that we can be proud of buying...That is supposed to be their moto"They sell customer service and furniture too" Regards, P [redacted]
Complaint:
I am rejecting this response because:
Offer was made for a free warranty if I waited until end of March for delivery. I was offered a $gift card but NEVER RECEIVED IT! Following end of March, when merchandise was once again NOT DELIVERED, I contacted the store and spoke to ***, who claimed to be the store manager. She told me should could not guarantee any delivery date, as HomeStore has no control over when the manufacturer will deliver the merchandise. I asked to cancel the order and receive a refund. *** said she could not do this.
At this point I am requesting a refund for merchandise not delivered, per California Code of Regulations, Section 1304.1(g) which addresses failure to delivery within a reasonable time. Please issue a check in the amount of $and deliver to my home address within days. I have also filed a complaint with the California Department of Consumer Affairs
B*** ***
Regards,
Barbara James
I ordered on 7/2/and was told to weeks, weeks being 9/24/
Almost a month later and still no word, looks like im going to small claims court for breach of contract the savings are not worth the excessive waiting period and lack of customer service
Most of the comments about the speed of delivery are correct If they were up front with their delivery issues I wouldn't have purchased the products Its not that anyone lied per se, but no one was honest either
Mrs Q*** was delivered her furniture on 11/Customer contacted customer service on 12/where she was scheduled a tech appointment for 12/After our technicians went out to her home they
determined that the only issue with sofa was that the cushions were sinking we placed parts order for new cushions on 12/and were delivered to her home on 12/she had called in to schedule tech appointment on 12/but was unhappy at the fact that she wanted to re-selectper our contract it states all sales are final and wouldn't be able to issue a re-selectionCustomer wasn't happy but scheduled tech appointment for 1/On 1/7 customer contacted me right away after technician appointment she let me know she was 100% satisfied and was happyIf you have any further questions you can contact me directlyThank You,
Mr*** purchased with our store on 4/05/with an estimated arrival of up to weeks for his merchandiseOur contract states that this is an estimated time frame based on availability of the product purchasedOur contract also states that all sales are final and is signed and initialed in
multiple spots at the point of sale, while gone over diligently with staff at the point of saleMr*** has received status updates required by our company on 4/26/2014, 5/10/2014, 5/24/2014, and 6/17/On 4/26/Mr*** was told that the lamps that he purchased were out of stock and that he could reselect to another item if he choseThis is not what held up his orderMr*** contacted the customer service department on Saturday 6/14/requesting a full refundHis items had already been expedited ad confirmed on a truck for 6/21/to be received into our distribution centerAs per our contract, Mr*** was refused a full refundI spoke with this customer this morning and he was satisfied with expedited delivery upon receipt of his merchandiseThe concern here, according to him, was that he would not be receiving his product before having to leave for work toward the end of the monthIf I can be of further assistance please let me knowThank you!
Complaint:
I am rejecting this response because: My initials and signature do NOT represent that I understood that I was signing a "sale is final" document The salesman NEVER pointed that out to me and instead informed me that I had days to decide In other words, he lied to me I did file a dispute with my credit card company and the outcome is still pendingBecause of this mistreatment and misrepresentation by Ashley, I don't wish to do any further business with themWe don't want to accept delivery but we expect the store to refund our money!
Regards,
*** ***
Due to the fact that a dispute has been initiated by the customer, our hands are tied until a determination is madeI have attached the original invoice with the customer's signatures along with initials in each box representing her understanding of our policyWe have offered a reselection to another product but as mentioned, the dispute must be finalized before we can proceedThank you for your understanding
Customer originally purchased a Simmons mattress on 8/and was quoted approximately 3-weeksThe manufacture contacted us on 9/letting us know there was a delay
in productionWe contacted customer same day letting her know the situation and asked if she would like for us to switch to a different 3rd party vendor with a mattress set comparable to the one she purchasedShe said she would be into the store to determine which mattress she would like to upgrade toShe went into the store on 10/and re-selected, but due to customer being unsatisfied with the re-selection that she chosewe allowed her to re-select again to a more expensive mattress and she is currently scheduled for delivery on 12/She financed through acceptance now and we have no control on how there day same as cash worksFor the inconvenience we issued customer a $gift card and customer is okay
Mr. G[redacted] purchased on 11/20/15 and was quoted and approximate time frame of 4-8 weeks. Due to product availability items were unavailable until 2/28 customer was contacted...
and made aware of this information. On 3/2/2016 customer was delivered and is satisfied with his items. If you have any further questions in regards to this information you can contact me directly. Thank you