Initial Business Response /* (1000, 5, 2017/07/27) */
I was already talking to the customer and I did inform her that the chairs are put together in Pennsylvania ,
and all the wood that Ashley uses comes from different parts of this world (China ,Taiwan .....) and That the sales person that she...
was dealing with didn't lie to her about where the chairs are made but she is insisting on the stickers at the bottom of the chairs,that Made in China .I do understand her frustration but My hands are tied I can't take these chairs back just because they were made in china (witch is not ) she keep saying that we are not standing behind our products just because we are not taking them back ,I did explain to her that we are standing behind our product and if there anything that goes wrong with them all she has to do is call the store and she is covered .
Our Policy is that as soon as a customer order something we can't take it back because we don't have a warehouse to store that's why she had to wait until we order them in for her .
Initial Consumer Rebuttal /* (3000, 7, 2017/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that the gentleman is missing the point. We expressly asked the salesperson if the chairs were made in China as we did not want anything to do with the chairs if they were made there. We were assured that the chairs were made in Pennsylvania and not in China. We told her that if they were made in China we would not be making the purchase. I am not saying she lied to us but she did misrepresent the origin of the furniture intentionally or not. Quite frankly I do not see why we should be saddled with these chairs under the circumstances just because the seller does not have a warehouse. In conclusion we contend that due to the misinformation provided by an employee of the company we should be able to return them for a full refund.
Thank you
Initial Business Response /* (1000, 5, 2017/05/09) */
Hello
[redacted] no longer work for Ashley Furniture .
My Name is [redacted] and I am the Store Manager .
I have been in touch with the customer and He is booked with our tech to go repair the issue that he is having .
Initial Consumer...
Rebuttal /* (3000, 7, 2017/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello
The technician already visited my house more than a week ago before even I have contacted you and informed me that these couches are defective and wrote a report concerning the later. I Already informed Ashley that it is unfair to have supplied couches that are defective and uncomfortable to the point that we are getting back aches; in addition to that not being safe for my kids due to the protrusion of nails from the couch. What [redacted] informed you was completely different from what he told me on the phone today. He asked me to resent the picture to his business mail which I did immediately and that he would work on the refund process. The contradiction in his statements is unacceptable therefore I would appreciate not closing the case until I am fully refunded. Hopefully this case could be solved through you as I feel the store is not willing to provide the refund I deserve. Thanks in anticipation
Regards
[redacted]
Final Consumer Response /* (4200, 13, 2017/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello
I am not sure if it makes sense to repair defective items which was only used for three weeks. Does it make sense that a store doesn't return their defective items back and refund their customers. Do I have to pay for Ashley's manufacturing mistakes?. I am attaching the warranty paper which ashley provide to their customers mentioning that " No service exchange or return can be authorized without Service inspection" so returns are part of their policy unless Ashley doesn't honor their Warranty. I also attached Ashley technician report which mentions the defect in the couches.
Thanks
Regards
[redacted]
Final Business Response /* (4000, 16, 2017/05/11) */
Attached is a copy of the return .
Initial Business Response /* (1000, 5, 2017/01/30) */
I was already talking to the customer and informed her that the money was already in the system for her as a credit and the next time she comes in to the store we will credit it back to her account .
Initial Consumer Rebuttal /* (2000, 7,...
2017/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept. They returned my money and my table is being replaced.
Initial Business Response /* (1000, 5, 2017/07/27) */
I was already talking to the customer and I did inform her that the chairs are put together in Pennsylvania ,
and all the wood that Ashley uses comes from different parts of this world (China ,Taiwan .....) and That the sales person that she...
was dealing with didn't lie to her about where the chairs are made but she is insisting on the stickers at the bottom of the chairs,that Made in China .I do understand her frustration but My hands are tied I can't take these chairs back just because they were made in china (witch is not ) she keep saying that we are not standing behind our products just because we are not taking them back ,I did explain to her that we are standing behind our product and if there anything that goes wrong with them all she has to do is call the store and she is covered .
Our Policy is that as soon as a customer order something we can't take it back because we don't have a warehouse to store that's why she had to wait until we order them in for her .
Initial Consumer Rebuttal /* (3000, 7, 2017/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that the gentleman is missing the point. We expressly asked the salesperson if the chairs were made in China as we did not want anything to do with the chairs if they were made there. We were assured that the chairs were made in Pennsylvania and not in China. We told her that if they were made in China we would not be making the purchase. I am not saying she lied to us but she did misrepresent the origin of the furniture intentionally or not. Quite frankly I do not see why we should be saddled with these chairs under the circumstances just because the seller does not have a warehouse. In conclusion we contend that due to the misinformation provided by an employee of the company we should be able to return them for a full refund.
Thank you
Initial Business Response /* (1000, 5, 2017/05/09) */
Hello
[redacted] no longer work for Ashley Furniture .
My Name is [redacted] and I am the Store Manager .
I have been in touch with the customer and He is booked with our tech to go repair the issue that he is having .
Initial Consumer...
Rebuttal /* (3000, 7, 2017/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello
The technician already visited my house more than a week ago before even I have contacted you and informed me that these couches are defective and wrote a report concerning the later. I Already informed Ashley that it is unfair to have supplied couches that are defective and uncomfortable to the point that we are getting back aches; in addition to that not being safe for my kids due to the protrusion of nails from the couch. What [redacted] informed you was completely different from what he told me on the phone today. He asked me to resent the picture to his business mail which I did immediately and that he would work on the refund process. The contradiction in his statements is unacceptable therefore I would appreciate not closing the case until I am fully refunded. Hopefully this case could be solved through you as I feel the store is not willing to provide the refund I deserve. Thanks in anticipation
Regards
[redacted]
Final Consumer Response /* (4200, 13, 2017/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello
I am not sure if it makes sense to repair defective items which was only used for three weeks. Does it make sense that a store doesn't return their defective items back and refund their customers. Do I have to pay for Ashley's manufacturing mistakes?. I am attaching the warranty paper which ashley provide to their customers mentioning that " No service exchange or return can be authorized without Service inspection" so returns are part of their policy unless Ashley doesn't honor their Warranty. I also attached Ashley technician report which mentions the defect in the couches.
Thanks
Regards
[redacted]
Final Business Response /* (4000, 16, 2017/05/11) */
Attached is a copy of the return .
Initial Business Response /* (1000, 5, 2017/01/30) */
I was already talking to the customer and informed her that the money was already in the system for her as a credit and the next time she comes in to the store we will credit it back to her account .
Initial Consumer Rebuttal /* (2000, 7,...
2017/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept. They returned my money and my table is being replaced.