The Storage Depot

Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Good afternoon The amount of the extended warranty plan has been refunded The 3rd party delivery company stated that they have no knowledge or responsibility for the sofa, that the crew was not near the sofa whatsoever We apologize for the inconvenience Thank you ***

Complaint: [redacted] I am rejecting this response because:Yes I am disputing their response, the heavier delivery guy set the back of the recliner on my sofaThey had to take it apart to get it through my doorwayI don't know why he didn't set it on the floor,and why they're refusing to take responsibility for their delivery guys mistakesThe manager basically called me a liar on the phone,she said they didn't take pictures of the recliner in pieces only after they had it reassembledBut why would they was my responseMy living room is very small so their claim that they were nowhere near it is a big lieShe said she didn't see blue (the color of my sofa) on the recliner so it couldn't of happenedWhich is absurd because all that says is the color on my sofa is of better quality and doesn't rub off on other thingsI am so disappointed w/this company I've spent thousands of dollars there on bedroom furniture and a Temperpedic adjustable mattress set to be treated like thisI will never go back and will warn my family and friends about Ashley Furniture,to spare them of this burden Regards, [redacted]

Good afternoon, We sincerely apologize for the issue that Ms *** has had There was a product issue with the storage portion of her bed that we could not complete at the time of delivery Our technician and customer service team had a lack of communication regarding the
timing and location of items needed to complete the installation of the storage portion As of 12/we believe the issue has been resolved and our service leader, ***, followed up with several calls to ensure the storage portion of the bed has been completed We do apologize for the delay in getting this resolved and appreciate Ms *** patience and understanding Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Good Morning,  the warranty coverage is administered by a third party company, Furniture Care Protection, who I believe Ms [redacted] has been speaking with.  They advised my team of a claim denial yesterday in which we began to review it.  At that time, we had the same concern as Ms...

[redacted] regarding coverage of the frame damage, as we agree it should be covered.  I have emailed my team this morning and they will be in contact with Ms [redacted] to arrange repair of the frame.  We apologize for the inconvenience and I have also placed a call to the management of Furniture Care Protection to see why Ms [redacted]'s claim was handled this way.   [redacted]

The customer was contacted and resolution reached, however, customer insisted on reporting us to the Revdex.com despite trying multiple times to resolve prior.  We use a 3rd party delivery service that mishandled the product during delivery and we did everything within our power to resolve the issue...

as quickly as possible.

As part of the agreement with the 3rd party service, they agree to have the trucks they drive branded with our logo and brand standards.  We also have a very detailed communication log showing all the communication with the customer and every attempt to satisfy their requests. Communication with them has been made before and after each delivery.  The issues with the living room set is minor and could easily be resolved by a technicians visits to the home instead of completely reordering the product.  The customer refused a technician, so we have abided by their requests time after time to deliver new ones.  I have attached a few pictures that show some of the customers concerns, and our qualified technician could perform the same procedure as they do in the factory and have the leather dyed to match.  Each piece that departs our warehouse is inspected by our quality control personnel.  When it is loaded onto the delivery truck it is protected as best possible. Sometimes getting product into the home presents a challenge, especially when working with large pieces like the customer purchased.  Slight mishaps may occur and we will always gladly resolve just as we have tried to do with this customer.

we apologize again for any inconvenience this may have caused.

Complaint: [redacted]
I am rejecting this response because: Ashley Furniture contacted me after the complaint was filed. I've been waiting for a sofa for 5 months. The delivery truck has Ashley Furniture on the truck so it's not a third party. And it doesn't matter who delivers it, I purchased the furniture from Ashley Furniture not the delivery service. Ashley is the ones responsible for customer satisfaction. I was told that they will deliver the sofa on Saturday. I will have to wait till then to see if the sofa they bring is acceptable. If it is then my complaint will be resolved, but not until then. This will be the fourth sofa they deliver. Thank you for your assistants in this matter.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Good evening,  Our customer service team, as well as myself, have contacted the customer and a resolution will be provided tomorrow.  Thank you. [redacted]

Good afternoon The amount of the extended warranty plan has been refunded.  The 3rd party delivery company stated that they have no knowledge or responsibility for the sofa, that the crew was not near the sofa whatsoever.  We apologize for the inconvenience.  Thank...

you  [redacted]

Complaint: [redacted]
I am rejecting this response because:Yes I am disputing their response, the heavier delivery guy set the back of the recliner on my sofa. They had to take it apart to get it through my doorway. I don't know why he didn't set it on the floor,and why they're refusing to take responsibility for their delivery guys mistakes. The manager basically called me a liar on the phone,she said they didn't take pictures of the recliner in 2 pieces only after they had it reassembled. But why would they was my response. My living room is very small so their claim that they were nowhere near it is a big lie. She said she didn't see blue (the color of my sofa) on the recliner so it couldn't of happened. Which is absurd because all that says is the color on my sofa is of better quality and doesn't rub off on other things. I am so disappointed w/this company I've spent thousands of dollars there on bedroom furniture and a Temperpedic adjustable mattress  set to be treated like this. I will never go back and will warn my family and friends about Ashley Furniture,to spare them of this burden.
Regards,
[redacted]