Wellsville Carpet Town, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
February 2016 wasn't the first time I notified someone from customer
service. All the information including pictures was submitted
approximately 8 months earlier.  When
I spoke with the customer service representative the second time, I
informed her that initially I was hesitant to purchase a warranty
because we had cats and that I had mentioned it to the salesperson who
sold us our merchandise. The salesperson responded in front of my adult
daughter and I that animals were included in the warranty. The customer
service representative stated that she heard that a bunch of times.   I
also wanted to add that since my daughter and I were misinformed about
the exceptions to the warranty and the fact that I never received a copy
when I initially bought the items, I should at least be reimbursed for
the cost of the warranty. If I had known that the warranty excluded
pets, I would never had purchased it in the first place.  When
we initially entered the store, the salesperson informed us that all
the items sold at Ashley Furniture were made in the USA. With regard to
the loveseat, I was never notified that any mechanical problems would
only be covered for the first year.  I was under the impression that
Ashley Furniture was a proud sponsor of American made items and would
stand by their products. notified that any mechanical problems would only be covered during the first year.

Thank you for the opportunity to respond to the complaint filed by [redacted]  pertaining to the furniture and extended warranty that she purchased in November 2011. I have had an opportunity to review this complaint with our Customer Care Department and am happy to report that this customer...

has been authorized for a full reselection of her sectional sofa.  Ms. [redacted] contacted our Customer Care Center on 09/01/15 because the company thatprovides service for the extended warranty, Montage Furniture Services, had denied her claim. We ask that that Ms. [redacted] provide us with the information submitted to Montage for her claim as well as photographs of the concerns she was experiencing with her sectional she was advised that we would submit a claim to Ashley Furniture Industries in an attempt to have them authorize replacement of the sectional even though it was now out of the manufacturer's warranty. On 09/15/15 Ms. [redacted] again contacted our Customer Care Department inquiring about the status of the claim. She was advised that the claim had been submitted, but the process of approval can belengthy and she would be contacted when we had received a determination from Ashley Furniture Industries. On 10/13/15, a follow-up on the claim was done our Customer Care Center since a response had not yet been received. On 10/19/15 we received approval for Ms. [redacted] to reselect new furniture and credit would be issued for the value of the sectional originally purchased. This information was conveyed to Ms. [redacted] and she was informed that she would have the opportunity to select a new sofa.  I trust that the Revdex.com will find that we have provided an acceptable resolution  to this complaint and will determine this information is sufficient to close this complaint.   Sincerely,  Kathleen S[redacted]  Managing Partner  Ashley HomeStores

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]P.S. Thank you very much for your help in this matter. It is much appreciated.

This letter is in response to the above referenced complaint filed by Ms. [redacted] regarding the quality of the sofa and loveseat purchased from our [redacted], OH HomeStore. After speaking with our Customer Care Center manager regarding Ms. [redacted]’s fabric concerns, we have offered the...

customer the option to reselect a new sofa and loveseat of equal or lesser value.  We originally offered to order new material and cushions for Ms. [redacted], allowing her to keep her original furniture ordered, but she declined as she did not like the quality of the fabric. With the offer of the reselection on 3/11/15, we are confident that the Revdex.com will find this response satisfactory and that it will serve to close this complaint.  Sincerely, [redacted] / Corporate Communications

This letter is in response to the above referenced complaint filed by Mr. [redacted] concerning his experience shopping in our [redacted], PA Ashley Furniture HomeStore. First, we would like to shed some light on what transpired in the showroom when Mr. [redacted] came in to purchase. Then, we’ll review...

our resolution for the customer. Mr. [redacted] had been working with his salesperson, Laura, for about a week and was deciding between purchasing from us and another furniture store. We offered him a discount and reduced delivery to help Mr. [redacted] make his purchase with Ashley Furniture HomeStore. He had an appointment with Laura on Saturday, July 18th, however; that same day, a notification went out to our showrooms that the [redacted] collection had been discontinued. When this happens, Ashley Furniture HomeStore has to look at all open orders (customers who have already purchased and are awaiting delivery) to ensure we can either get them new product or fill their orders with the remaining floor model. We called the customer with the existing order and this customer stated that rather than risking not getting his sofa, he would opt to purchase the floor model. Laura, Mr. [redacted]’s sales associate, was unaware of the set being discontinued and of what had transpired on Saturday. When she processed the order for Mr. [redacted] on Sunday, she was unaware there would be any concerns with ordering new product.  Since we did not have the furniture he was interested available to sell, we offered a generous discount and to help him reselect something similar to what he originally picked out. We understood that Mr. [redacted] was unhappy, but we did our best to offer a resolution to earn Mr. [redacted]’s business. We were disappointed to hear of Mr. [redacted]’s impression of his shopping experience and asked that our Director of Sales, Mike P., reach out to Mr. [redacted] to discuss his concerns and see if there was anything we could do to earn his business. After exhausting all options to get Mr. [redacted] the furniture he is interested directly from the factory, we located one new sofa in one of our NY showrooms and have arranged for this sofa to be transferred to our Pennsylvania Distribution Center in [redacted], PA on August 3rd.  When it arrives in this facility, Mr. P. will call Mr. [redacted] so that he can have opportunity to come in to inspect the sofa. We are also in the process of trying to find him a new recliner, but if we cannot we do have a floor model available for purchase that is being held for him.  Additionally, we’ve offered Mr. [redacted] a generous 30% discount off of the retail value of the furniture.  I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint.  Sincerely, Audra D. / Corporate Communications

Compensation should reflect furniture delivery issues, including delay in delivery and improper delivery, parts issues, poor customer service, and lack of appropriate response.  Request herein does not limit complainant's ability to, if unable to resolve satisfactorily, to bring any and all available claims to a court of competent jurisdiction and complainant reserves all rights in that regard. Please take note that the New York State Division of Consumer Protection has also opened a complaint per the letter from that Office received on 11/29/17.   Also note that despite my email before opening the subject complaint to Jodi P[redacted] as Ashley Furniture, she never responded.   Thank you for your assistance,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer...

I reviewed appear below.
There are so many lies in the businesses response.  First of all, Daniel did not off me a $100 gift card because I would never accept that.  I am not going in their store again.  He offered me a $100.00 credit to my Synchrony Bank card, which was offered and accepted on August 23rd YET it still does not show up on my account!!!  Secondly, not only did they offer a brand new couch to be delivered, but Jennifer said it would not come until September 20th which was ANOTHER MONTH of waiting so she offered another $100.00 credit to my Synchrony Bank account which also has not shown up.  In addition to the couch, this company owes me the $200 refund which they have yet to put back on my card.  Several people I have spoken to in customer relations claim these are pending credits and will show up on my next statement, but they should have been on my account now and they are not.  I will not be satisfied until I see those credits or a physical $200 check is mailed to my home.  This company is a disaster and a fraud. Regards, [redacted]

This letter is in response to the above referenced complaint filed by Mrs. [redacted] concerning her living room set purchased at Ashley Furniture HomeStore in [redacted], NY.  After reviewing the customer’s service history, I spoke with our Customer Care Center manager to see what we can...

do to solve her concerns.   10/27/2016 Mrs. [redacted] received delivery of her living room set. Upon delivery, two back feet of her corner chaise were damaged in which we immediately placed an order for new feet for her to self-install.   11/28/2016 Mrs. [redacted] contacted our Guest Relations Center stating a spring was loose in her armless love seat so we scheduled a technician appointment with our third party technician service, [redacted] Enterprises.   On 11/30/2016 [redacted] Enterprises inspected Mrs. [redacted]’s armless love seat and found the seat frame was broken and suggested the repairs be made at our local distribution center as this is an intricate repair. Mrs. [redacted] was not satisfied with this resolution and has requested a 100% refund. In the spirit of good customer service, we have authorized a full refund and will pick up her merchandise at her convenience.   I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint.   Sincerely,   Bonnie V. / Guest Relations Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the...

offer I reviewed appear below.  This canned response from this company does nothing to alleviate my concerns.  Please see the attached pictures.  The furniture that I saw in the showroom in Altoona, PA had absolutely no chips, scratches or dents and absolutely did not wobble when sat on.  This is a six person table that has been used minimally by 2 adults and part time by a four year old.  There should NEVER be “wear and tear” after a few months of use.  I had my previous table for 15 years and it showed less damage than this table after a few months. The salesperson, Tony L[redacted] and the general manager, John, who sold us this table told us that EVERYTHING would be covered and I have also attached a copy of the “warranty” that he showed us.  Scratches are checked off as covered. The table and chairs are not sturdy and wobble when they are sat on or even if leaned on when leaning over to place food on the table.  For a $600 dollar table, this is substandard. The salesperson told us that it took 3 weeks to get the merchandise because it is made and assembled in the USA.  This evening when I tried to tighten the legs of the table, I noticed a giant “Made in Vietnam” sticker on the backhand side.  In addition, the following paragraph from the company in their Revdex.com response is an absolute lie: “We do sincerely apologize for any confusion as far as coverages and limitations with Mre. [redacted]’s extened warranty coverage.  At time of purchase the Showroom has literature with lists of coverages.  Aditionally the extended warranty plan does send each customer a plan that breaks down if full detail coverages and limitations. “   1.     At the time of purchase, the salesman, Tony Luciano and the general manager, John BOTH showed us the warranty that they have in the showroom which states that everything is covered A to Z and they both stated and assured us the same, even when it was questioned as it seemed too good to be true.  2.    The extended warranty is a “purchased” warranty and again, we were told the warranty covered everything over and above the manufacturer’s warranty for 5 years.  Unfortunately the terms and conditions described above, you don’t receive in the showroom.  They arrive after your furniture has been delivered and the deal is sealed.  We were lied to on every level.    A technician from Ashley Furniture was to call me to “fix” the chair. To date, I have never received a single phone call from this company.  At this point, I will accept nothing less than a full refund and a refund of the extended warranty.  What good is a warranty if it you can’t use it for anything they tell you is covered?   In addition, none of my concerns have been resolved.  The company is doing nothing to make this right.  So far, this company has only showed me predatory and misleading sales tactics with NO service after the sale.   Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the...

offer I reviewed appear below.
The breakdown sent to us is unclear and confusing. I am not ok with  this response and feel there has been no resolution to this issue. Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the...

offer I reviewed appear below.
"Danielle, a customer service team lead, reviewed her account and approved a one-time reselection of a new mattress."This above statement is in fact, incorrect, for 3 reasons.1. Danielle explained that this exchange has been deemed "not" due to a defect or comfort guarantee, but it is due to a customer satisfaction issue due to all of the issues I have been having with the mattress. He explained that any warranties provided on a new mattress selection would still be upheld.2. Danielle also explained that the mattress could in fact have a defect, because there is something hard felt in the center of the mattress. (There has been no examination of this mattress by a professional to date to confirm or deny the claim). So, to say that it is a comfort issue and exchanged for that reason could potentially be false. Therefore, a new mattress with a comfort or sleep on it guarantee would still apply.3. Lastly, Danielle also explained that the comfort guarantee on a new mattress comes from the manufacturer themselves, thereby, I would still be eligible for a new mattress comfort guarantee.  My concern is that if I purchase a new mattress, which costs more than my initial purchase (so not really an exchange as mentioned), and the new mattress comes with a comfort guarantee, I will be eligible for that guarantee. This is what I was told, by Danielle, for the stated reasons above.So, the "one time reselection" is not correct.
Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the...

offer I reviewed appear below.  Ashley Furniture NEVER fixed any of the issues. They patched my couch. These couches need to be replaced. I don't care how many times thry came out to my residence.  They sold me defective couches that continuously needed service.  Regards,
[redacted]

On 1/14/16, Ms. [redacted] received the exchanged sectional. She went into the store to reselect product, but was unable to find a sectional she liked as much as the original one she purchased. She reselected the identical sectional. On 5/31/16, the customer called into our Customer Care Center stating that she spoke with her sales associate the day prior and is experiencing the same concerns as before with fading and color loss. We called Ms. [redacted] back on 5/31/16 and she stated that her sales associate told her she could have a full refund on her merchandise. Our sales associates are trained and aware that they do not given authority to speak on behalf of management or our Customer Care Center team. We followed up with Anthony, her sales associate, and he advised our Customer Care Center that he did not offer Ms. [redacted] a refund.We called Ms. [redacted] back on 6/1/16 explaining that her warranty covers parts and labor, but she reiterated that the seams on the sectional are fading and one of the reclining mechanisms is not working. We immediately ordered a new mechanism and fabric to repair the product concerns. On 6/14/16, the mechanism part arrived to Ms. [redacted]’ home, but we were still awaiting the fabric to arrive before scheduling a technician appointment.  The upholstery was scheduled to arrive on 6/28/16, but at this time, we’ve offered a full refund to Ms. [redacted] once we schedule the pickup of her sectional within two weeks.I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint. Sincerely,  Audra D[redacted] / Corporate CommunicationsAt this time, we have agreed to honor Ms. [redacted]’ request for full refund and have asked that she schedule a pickup date within the next two weeks for her furniture to be returned to us. We will not refund the customer’s account until all of the merchandise has been picked up. Once we have all of her product purchased back in our possession, we’ll process her refund. Please note that refunds can take up to 7-10 business days to post to a customer’s account.Service history: Ms. [redacted] took delivery of her sectional on 02/25/15. She called our Customer Care Center on 07/20/2015 reporting discoloration on the wedge piece to her sectional. We sent a technician out to the customer’s home on 9/12/15 to reupholster the wedge to new condition.On 11/28/2015 the customer called to report that the entire sectional had discoloration. We sent photos of her concerns into the manufacturer, Ashley Industries, to see if they would credit Ms. [redacted] for repair or a new sectional. The manufacturer reported back to us that the concerns with discoloration on the sectional were deemed normal wear and tear and not a manufacturer’s defect.On 12/22/15, in the spirit of good customer service, we decided that although the manufacturer would not consider Ms. [redacted]’ concerns to be defective product, we would honor a one-time reselection of new merchandise to ensure Ms. [redacted] receives product that will wear to her satisfaction.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Not worth the argument of how unsatisfed I...

am with the quality of their furniture, but I will accept the company response & simply take my  future purchases elsewhere. Thank you Regards, [redacted]

I have reviewed the response made by the
business in reference to complaint ID [redacted], and have determined that
this does not resolve my complaint.  For your reference, details of the
offer I...

reviewed appear below.  The refund only came a week ago, however, the time of arrival is not
resolved. If the furniture is not delivered in the morning on the 29th
before 10am, I do not want it and want all my money refunded immediately
because nobody will be home to receive it and I will go somewhere else. I
was told by the store that it would not be a problem and after being
insulted by the lady who has been communicating with the Revdex.com, there will
be no other acceptable terms. I have already contacted the state
attorney general and am waiting for m complaint in writing to be
reviewed and I  have already contacted a lawyer to start
proceedings necessary if this company does not deliver my furniture as
requested and does not refund the balance as requested if the delivery
is not in the morning as requested. So no the complaint is not resolved
and this spokeswoman mentioned. Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Ashley Furniture's understanding that the event was not
appropriately handled and took way longer than reasonable is satisfactory;
however, its offer of $375.98 is not. That figure represents the value of the
two pieces of furniture at issue, but does not value the numerous days of
aggravation and time that we had to re-schedule plans to ensure that we were
home for deliveries and repairs due to Ashley Furniture’s own negligence. Review my original letter and how many events there were that were both repetitive and unresolved for an unfathomable amount of time. As
noted in that letter, Ashley Furniture's valuation improperly takes
into account the discount we received at the time of purchase, which is
irrelevant. The value also fails to take into account all of the aggravation
that we endured due to Ashley Furniture’s negligence. It also fails to account
the interest that accrued on the account during the resolution of this matter
(both legal interest from the date of loss that we are entitled to and the
interest to the financing company that we are similarly entitled to). We had previously sought $1,200, which reasonably represented the lost time,
aggravation, and poor customer service. Innumerable hours went into resolving
what Ashley admits was a very poor circumstance. To account for all of the
aggravation, and to release and disclaim this matter, and in consideration of
avoiding alternative remedies, we would accept $750.00. 
A refund to the finance company is not sufficient.  Any settlement is to be sent via check to me
directly.  Regards,   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is less than satisfactory to us, but accepted their offer because there really wasn't any talking to these people any longer. After having several bad...

experiences with Ashley Home Store, we really didn't want to buy more from them.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this...

does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards, [redacted]  ps I know of about 5 other people that have gotten things from them in the past 2 years and have had the same problems and went through the same things I am going thru.  after finally a year the company issued a refund and took the items back.  I feel that just because I am not a small person that they are blaming my self for the broken and damaged things but I have the tech's on a voice recording stating that the compane doesn't care about the problems that anyone has they just say they will fix it or tell u that its not their problem.  also that the quality of the stuff is crap and that I would be shocked in how many other people have the same problems and complaints I have.  so I will not rest untill my demands are met.  I will go to court if it comes to it or I will just not pay anymore.

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

[redacted] Ohio [redacted]