Wellsville Carpet Town, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I appreciate Ashley Furniture standing behind their product and showing they truly value their customers by extending complimentary delivery. I have made several purchases from Ashley furniture including a large purchase just two months and plan to remain a loyal customer thanks in part to how they handled this complaint. 
Thank you,
[redacted]

April 29, 2015 Re: [redacted] Dear [redacted]: This letter is in response to the above referenced complaint filed by Ms. [redacted] concerning her mattress purchased at Ashley Furniture HomeStore in Greece, NY.  After reviewing the customer’s service history, I spoke with our...

Customer Care Center Manager to see what we were able to do to resolve Ms. [redacted]’s concerns. Ms. [redacted] received delivery of her mattress on 07/10/14. We received a call from her on 07/28/14 stating that the mattress was not comfortable. To make sure the mattress did not have a manufacturer’s defect, we sent a technician to the home two days later to evaluate the mattress and check for potential defects. The technician reported that there are no defects to the mattress or box spring. The technician reported back that their concerns are with comfort as there was not a defect found. In the spirit of good customer service, Ms. [redacted] was provided a courtesy mattress reselection on 08/08/2014. On 08/29/14 Ms. [redacted] received the new mattress. We received a call on 09/02/14; the customer stated that she would like to be offered our friends and family promotion discount. We explained to the customer that the reselect is an exchange and we would not be able to honor this promotion. She insisted the discount, so we honored this for the customer. Recently, on 04/08/15, the customer called into report that she was concerned about “lumps and bumps” in the mattress. We’ve scheduled a technician appointment for 05/02/15 to examine her concerns. After the technician appointment on 05/02/15 we will reach out to Ms. [redacted] to review her concerns and discuss the technician report to come up with a resolution. I trust that the Bureau will find this response satisfactory and serve to close this complaint.  [redacted]  I Corporate CommunicationsDirect: ###-###-#### Ext 0 Wellsville Carpet Town Inc. d.b.a. Ashley Furniture HomeStoreWestern and Central NY, Central PA & Northeast OH

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.  [I would like to mention again that I purchased the protection plan in the event of any accidents that might occur over time. When I contacted the protection plan company, and stated the issue, they immediately directed me to Ashley Furniture stating that this is not covered and that since the sectional was less than 1 year old, it was covered under the manufacturer warranty. When I contacted Ashley Furniture, they told me to call the warranty company. No one wanted to take responsibility for the issue. I had to make several phone calls before they agreed to send a technician out to my house. They assumed that the photos show hair from a pet. This is not the case at all and once I explained this to Daniel the manager, he offered to get the tech out to my property. They automatically assumed that I was trying to be dishonest and would not offer support. While I do have a small dog, he does not have hair remotely close to what the photos look like and I would be happy to supply photos of my pet. In addition, he is crated and also has a dog bed which he lays in. Ashley Furniture is making an assumption and I welcome anyone to come to my residence to review. The tech Ken even noted this immediately that this was not pet damage and this was a manufacturer defect. I would like a copy of the tech report. The depressions are not from my pet, this is simply from the breakdown of poor quality and material. I was told by Jack G[redacted] that the sectional was a best seller and durable and reliable. Bottom line is that Daniel sent out the cushion covers and fill as a temporary fix until we could determine the issue. This sectional is not replaced to manufacturer standards and in fact is poor quality and continues to deteriorate each day.In addition to all of this, I contacted Ashley Consumer Affairs on May 25th at 2:53 PM and was told that I would have a response within 7-10 days and I have yet to receive any response. Ashley Furniture was very quick to sell the product but is not offering customer service without a fight. This is an inferior piece of furniture and the resolution is not satisfactory.  I would like to correct the case from Ashley that states I said we seldom use the sectional. This is our main seating area however it is not abused or utilized in excess. I have never stated that and that is incorrect. I would like to receive a copy of the tech report and if Ashley will not take the sectional back. I would like the issue permanently corrected or we would like for Ashley to take the sectional back with a full refund. If there is not a resolution in one of these options, this matter will have to be escalated further outside of the Revdex.com. I would be happy to supply additional photos of the sectional, my pet and my home so that Ashley Furniture can stop making assumptions about my lifestyle or quality of living.   Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  As I understand it, the company will give me a credit of $618.21.  My new email address is [redacted]@[redacted].net
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.   I was caught off guard with signing the delivery receipt as they were running out of my house and I was feeding a newborn and chasing my toddlers. I also didn't feel comfortable after they had walked out and I seen the room to call them back in and let them know what was upsetting. They didn't seem to professional. I contacted Ashley Furniture immediately and took photos before I contacted them.   I asked Ashley Furniture to either come pick up the bedroom set or I would drop it off that I would like to return and I wanted a refund. They denied and told me they do not allow returns or refunds. I asked for a discount not only for the damages but also my time and stress this caused me. I feel as if I should not even have had to ask, I should have been offered. This expensive furniture came into my home damaged. I felt I did not have a choice than to take the repair tech route. It was pushed on me. Ashley Furniture changed the date and time the repair tech was suppose to be here and argued with me. The repair tech showed up a day early and needless to say I was surprised. When guest relations called to "apologize" he offered the "gift" card and I had actual told him I did not want it because the cards don't work online, when you go into the store you can only purchase certain things with them. (I had recieved one before because I wasn't happy that a delivery truck showed up at my house at 10pm). Ashley Furniture is a joke. We will not return as customers, and have let our family and friends know that this company can not be trusted. I feel as if we were taken advantage of as customers. I was basically told to suck it up and I don't appreciate it.   Regards,  [redacted]

Thank you for the opportunity to respond to the
complaint filed by [redacted] pertaining
to her financed purchase through our Ashley HomeStore in [redacted],NY. I have had an
opportunity to research the circumstances of her purchase with the
team members at this location. Our team members have...

all been thoroughly trained on the various methods of third
party financing we offer to our customers to help them make their purchases; however we have once again reviewed with our staff the importance of making all conditions of purchase very clear to customers before
proceeding with any finance transaction. Ms. [redacted]'s complaint stems from our finance partner, [redacted] Finance, charging the wrong credit card to secure the required initial down payment for her purchase. The first card provided by Ms. [redacted] was
not accepted by [redacted] Finance to approve her purchase.  Ms. [redacted] left the showroom and returned sometime later with a different card and a member of our Guest Service
team contacted [redacted] with the new card information, assuming that the deposit would be charged to the new
card provided by Ms. [redacted]. This was not the case, and
[redacted] has acknowledged their error. Ms. [redacted] came back
to the showroom on Saturday September 23rd, upset because [redacted] had charged the wrong card for the down payment, resulting in over-drafting
her account.  Our staff put her in touch with [redacted] from a phone is the showroom, and [redacted]  acknowledged their error,
apologized and assured her they would be refunding the overdraft fees. Unfortunately, refunds processed  to credit cards take three banking days to
post to accounts, and Ms. [redacted] was upset that this money could not be refunded to her immediately. The three banking day period is standard for all credit card processors and neither [redacted] nor our Ashley Furniture HomeStore has any control over the delay in refunds being posted by the credit card banks. In this case, it was further delayed because Ms. [redacted]'s conversation with [redacted] took place on a Saturday, and the three day period does not take into consideration weekends.  All of this was explained to Ms. [redacted] by the staff in the showroom . Obviously Ms. [redacted] was and still is upset by the situation, but I have confirmed with [redacted] that they have refunded all overdraft fees to her. Despite receiving the refund of her overdraft fees and [redacted]'s acknowledgement of their error, Ms. [redacted] continues to place blame on our staff via insults on social media. I trust that the Revdex.com will agree that we have acted in good faith to assist Ms. [redacted] receive reimbursement for the fees she incurred from the responsible party. Sincerely, Kathleen S. Managing Partner Ashley  Furniture HomeStore

Revdex.com:
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]
Dear [redacted],
 
         I [redacted] disagree on the response from Ashley Furniture. They have done nothing but pass the buck. I purchased this furniture from them who their salesmen talked us into their warrenty telling us that everything would be covered and that they have the best warrenty. If they are selling this they should have responsabilty to this. They have lied in there response telling you that they contacted me several times and that I did not reply to them. They called me once and passed the buck. I contacted Josh from their corporate office and sent him pictures, copy of my sales invoice, and serial numbers that he had asked me for. He responded and told me that this should not have happened but could not do anything because every Ashley store is privately owned and I would have to call back that store. I also talked to [redacted] at the Corporate office and she told me the same to call the Store. I contacted the Warrenty company and they told me that they would not cover this because it is not accidental. Ashley also stated that they came and investagated it and they never once sent anyone to the house to even look at it. 
       I went onto consumer affairs web site which there was 831 complaints about the same thing. How sad it is that all of us who pay so much money for this furniture and this business is getting away with this. I hope you will log onto consumer affairs to see all of these complaints and pictures of the same leather furniture that is peeling and shredding. It is not normal at all for leather furniture to peel and fade.
      I have owned leather furniture all of my life and have never had this problem of changing color or peeling before. If I could afford a attorney I would file a class action law suit with the other 831 people who have complaints  with Ahley Furniture but I can't afford it. I ask you please if you could help me I have no were else to turn. I am sending you some pictures of the furniture that is peeling away, fading, riping and sitting on it is like sitting on a piece of wood. I have more photos if you need to see them. I hope you can help. Thank You so much. [redacted]

I am in receipt of your letter dated November 27, 2017, which acknowledged the letter I wrote to Ashley Furniture (Wellsville Group) (hereinafter "Ashley") whereby the Revdex.com was copied, along with other entities. You are correct that we desire a discount/refund for the furniture...

orders placed with Ashley Furniture early this year. As my letter to Ashley outlined, there were numerous issues and occurrences that caused me to have to be home on various weekends where I would typically be working. That time lost, combined with phone calls, em ails, and letters from the date of order through present to attempt to resolve this issue, amount to between over 20 hours of time expended. At my typical hourly rate as a litigation attorney of $175 an hour, that amounts to $3,500, which is roughly half of the amount paid for the orders. It is not my position that Ashley should pay me $3,500: however, in understanding that figure, combined with all the time, effort, and aggravation, that is precisely why Ashley's offer of $175 is unacceptable. I am, at this point, open to what Ashley's response is to my letter.  To address our settlement position, $1,200 is the figure that is extremely  reasonable under the circumstances. Effectively, that would be one hour of my time  for seven days, which is the number of weekends I had to be home for various redeliveries or repairs, and the day I personally exchanged the nightstand in the Amherst Store. Recall that the six weekends where I had to be home were three hour windows that required me to be home for that period of time. Therefore, the $1,200 figure is a substantial reduction of that time and does  not include the numerous phone calls, emails, and letters to resolve this issue, or  the extreme aggravation. It should be noted that throughout this ordeal, I wasbattling a rare autoimmune blood disease and the stress due to Ashley's persistent errors and omissions only further intensified my condition and the side effects of my treatments and medications. Before sending you this response, I contacted Jodi P[redacted] at Ashley by email to see if there were any updates related to my letter, I informed Ms. P[redacted] that I intended to prepare this response on December 1, but first wanted to give her the opportunity to be heard before I did so, I did not hear back from Ms. P[redacted].  Given the Revdex.com's deadline, I wanted to ensure that my complaint is preserved. The Revdex.com is welcome to contact Ashley on my behalf with regard to this matter. Thank you for your consideration of this matter, Very truly yours, [redacted]

Consumer called to say complaint has been resolved.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Ashley Furniture took very good care of us & we are getting new furniture 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] I am not confident that any repairs made will last and keep the bedroom set up to showroom condition.  The quality of the furniture is very poor and I do not believe the drawers can hold any amount of clothes under daily use.  In closing, all the parts that were supposed to be sent have not been received to date.  Only 1 drawer has been received; we are still waiting on delivery of another drawer and all rails.  We feel were sold substandard quality furniture and still believe a refund is appropriate.

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.
April 4, 2017 . Regarding the response from Bonnie [redacted]1. 
Her letter states that I signed a delivery receipt on September 9, 2016
that the furniture was in good condition.  Of course the furniture was
in good condition, it was being delivered from their warehouse and it
was brand new furniture.  It should be in good condition!2. 
Her letter states that I called on March 14, 2017 and explained that I
was "sleeping" on the sofa and it had cracked.  That is absurd!  I was
not sleeping on my sofa.  I sat down on my sofa and it cracked.  I am
not a "large" person and I have no children or pets.  I don't believe
the sofa's frame, that is less than 6 months old should crack when I sit
on it!3.  Her letter states the technician stated that
the break in the frame did not happen due to a warranty issue.  Then it
must have been a manufacturers defect. Of course he couldn't fix it here
in the apartment, it appeared to be cracked in two different spots.  He
also stated to me that in order to fix it right, the fabric and springs
needed to be removed.  He said that he could brace the break, but if
someone large sat on the sofa, eventually it would break again and push
through the fabric. He stated that it would be "out of warranty" by
then.   The sofa still had the tag on it, it was not stained or warn, it
was less than 6 months old!  I am the only one who lives here.4.  As of today 8:43 PM April 4, 2017 it has been 10 days without a sofa.  I
just feel that it should have been replaced and it should have a
warranty starting from when they deliver it.  I guess they don't they
don't back up their products.Regards, [redacted]

by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,  [redacted]

April 4, 2017 Regarding the response from Bonnie [redacted]1.  Her letter states that I signed a delivery receipt on September 9, 2016 that the furniture was in good condition.  Of course the furniture was in good condition, it was being delivered from their warehouse and it was brand new furniture.  It should be in good condition!  2.  Her letter states that I called on March 14, 2017 and explained that I was "sleeping" on the sofa and it had cracked.  That is absurd!  I was not sleeping on my sofa.  I sat down on my sofa and it cracked.  I am not a "large" person and I have no children or pets.  I don't believe the sofa's frame, that is less than 6 months old should crack when I sit on it!3.  Her letter states the technician stated that the break in the frame did not happen due to a warranty issue.  Then it must have been a manufacturers defect. Of course he couldn't fix it here in the apartment, it appeared to be cracked in two different spots.  He also stated to me that in order to fix it right, the fabric and springs needed to be removed.  He said that he could brace the break, but if someone large sat on the sofa, eventually it would break again and push through the fabric. He stated that it would be "out of warranty" by then.   The sofa still had the tag on it, it was not stained or warn, it was less than 6 months old!  I am the only one who lives here.4.  As of today 8:43 PM April 4, 2017 it has been 10 days without a sofa.   I just feel that it should have been replaced and it should have a warranty starting from when they deliver it.  I guess they don't they don't back up their products.   Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  My husband and I went to Ashley last weekend and did not see much we liked. We spoke to the same salesman who assured us it was a defect and that out of all the [redacted] sectionals he has sold this is the first time  he's never heard of it happening and asked us to give the couch another shot. I stressed my concerns about it happening again, and he "assured" us it wouldnt. He ordered us the same sectional and assured us if it happens again we would be given a refund. Hopefully this does not happen again because I really do not want to go thru this again. It has been a terrible experience and Not a great first impression. 
Regards,
[redacted]

Ms. [redacted] is incorrect in stating that "we repaired the recliner in the spirit of providing excellent customer satisfaction."   This was not a manufacturer issue as we had...

purchased Peace of Mind FIVE YEAR warranty in 2015 that was in full effect when we had the recliner issue.  Moreover, all of my attempts to work with Ashleys were unsuccessful, they would not honor the warranty and forced me to file a complaint with the Revdex.com.  That is the only reason they repaired the recliner.  We are truly grateful for the effort Revdex.com put into resolving this matter.  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]

This letter is in response to the above referenced complaint filed by Ms. [redacted] concerning delivery delays and product concerns with a table and chairs purchased in our [redacted], NY store.  After reviewing the customer’s service history, I spoke with our Customer Care Center manager...

regarding resolution.  Ms. [redacted] purchased a table and six chairs from our [redacted], NY Ashley HomeStore on 11/15/16.  In December, our company experienced an abundance of unforeseen delays in product shipment and as a result, were not able to deliver Ms. [redacted]’s product before the holidays. To Ms. [redacted]’s disappointment and to ours, we were unable to deliver the product to her until 1/15/16, two months after her date of purchase. Knowing this is certainly not the experience promised to Ms. [redacted] at point of purchase, we offered her the choice of a $50 discount on her order or a $100 gift card to our showroom. She chose the $50.00 discount which we credited to her finance account on 1/27/16. After delivery, Ms. [redacted] reported that the chairs were not level.  While all chairs are leveled by a technician in the distribution center prior to delivery, variances in humidity and abnormalities in customers’ flooring may require additional leveling after delivery.  We offered to send a technician to Ms. [redacted]’s home to level the chairs; however, our first available appointment at the time was 2/26/16. We completely understand Ms. [redacted]’s frustrations—both with the delayed product and limited availability of technicians.  While both components are beyond our control as the retailer, we empathize and apologize for the situation. Ms. [redacted] canceled the furniture order and upon receiving this letter, our Senior Guest Experience Manager, Ashley C., contacted Ms. [redacted] to see if there’s anything more we could do to earn Ms. [redacted] back as a customer. She advised us that she prefers her full refund at this time. Her furniture is scheduled to be picked up from her home on 03/11. Once it has been returned to our distribution center, a full credit will be issued to her finance account. We appreciate Ms. [redacted] writing this letter to offer insight to her concerns. We will use this as a training opportunity to improve our delivery service and ensure we do not lose a valued customer like Ms. [redacted] in the future. 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

This letter is in response to the above referenced complaint response filed by Ms. [redacted] concerning the purchase at Ashley Furniture HomeStore in Orchard Park, NY by a Ms. [redacted]. After reviewing the customer’s claim, I spoke with our Customer Care Center manager to see what we can...

do in an effort to better resolve her concerns. On September 20, 2016 Ms. [redacted] received delivery of her rectangular cocktail table and her square end table.  The merchandise was accepted into the home, and the delivery receipt was signed indicating the merchandise was received in good condition. (Please see attached delivery receipt and photos labeled “Delivery Photo 1” and “Delivery Photo 2” as these photos were taken on the date of delivery). On May 11, 2017 we received a call from the guest indicating her tables had scratches in them, additionally it was indicated by the guest that they were delivered in that condition.  At this time the representative from our Guest Relation’s Center checked her photos and delivery receipt and did not find any visible damage or notes from delivery indicating any issues.  The manufacturer’s warranty does not cover scratches, (please see attached warranty information) nor was this damage reported to the Guest Relations Center upon receiving these tables. However, in an effort to see if we could help the guest and go above and beyond the warranty we did ask the guest to please provide us photos to see if this is anything that a technician possibly touch up as a courtesy for the guest.  We received the photos back from the guest, however due to the severity of the scratches this is not something that we feel like could be brought back up to Show Room standards. (Please see attached photos sent by Ms. [redacted] labeled “May Photo One” and “May Photo Two”). I do understand that Ms. [redacted] is frustrated with the damage; however this is not something that is covered under the Manufacturer’s warranty.  If Ms. [redacted] would like, we can send a technician as a one-time courtesy at no cost to her to see if they can do for touch-ups, however Ms. [redacted] would be advised that regardless of the outcome of the technician’s appointment we could not provide any further service for the scratches on the cocktail table.  I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint.  Sincerely,   Bonnie V[redacted] / Guest Relations Center Manager

This letter is in response to the above referenced complaint filed by Ms. [redacted] regarding the delay of product and ultimate cancellation of sale and refund processed at Ashley Furniture HomeStore in Brooklyn, OH.  Upon receiving the complaint, I spoke with our Customer Care Center...

regarding the customer’s concerns to see what could be done to expedite her refund.  Ms. [redacted] purchased her sofa from the Brooklyn, OH Ashley HomeStore on 11/7/15. She paid $233.21 by credit card and $150.00 by check. On 11/12/15 she paid an additional $74.52 using her credit card for a delivery fee for a total of $457.93 When a customer orders product from our Ashley HomeStore, we quote an estimated arrival time of 14- 28 days. These dates are normally very accurate; however, the sofa color that Ms. [redacted] selected was very low on stock, according to the manufacturer, and was not able to be in for delivery before Christmas.  We certainly can understand Ms. [redacted]’s frustrations in not having her sofa for the holiday. At the time of her purchase, the manufacturer, Ashley Furniture Industries, informed us it would be in for delivery before the holiday. When the order was officially processed however, we were notified that this particular color was on delay. We offered compensation of a $100 gift card for the delay, but Ms. [redacted] preferred to cancel her order in lieu of any type of compensation for the delay.  On 12/21/15 we refunded the customer her total purchase of $457.93 via a check mailed from our Corporate accounting office.  Prior to receiving the refund check in the mail, Ms. [redacted] also disputed the credit card charges of 307.93 with her credit card company which resulted in a chargeback to our account in the amount of $307.93.  As a result of this chargeback, Ms. [redacted] received not only the refund check but also a credit to her credit card account. We have chosen not to dispute the chargeback and have instead written off this error given the expressed concerns from Ms. [redacted].  I trust that the Bureau will find that we have responded to Ms. [redacted]’s complaint resulting in her receiving an additional refund of $307.93 more than her original purchase for her troubles.Sincerely, Audra D[redacted] Corporate Communications

February 3,
Re: [redacted]
Complaint ID [redacted]
Dear [redacted]: This letter is in response to the above
referenced complaint filed by Mr[redacted] regarding the sectional purchased at the Ashley Furniture HomeStore in Amherst, NY. I spoke with our Customer Care Center Manager regarding the concerns with his sectional in an effort to determine if we are able to further assist this customer. Mr[redacted]'s original sectional was delivered on March 20, The customer first contacted our Customer Care Center on November 14, stating that he could feel nail heads holding the tray to his sectionalWe immediately ordered and shipped parts to the customer's homeThese parts arrived via mail on 11/21/and we called the customer to schedule a technician appointment, but Mr[redacted] declined to schedule an appointment at that time stating that he was unsure of his work scheduleOver the next several weeks, we attempted to contact him on numerous occasions: 11/22, 11/25, 11/28, 11/and finally on 12/1. After numerous messages were left with no response we closed the concern. In March we received notice from our third-party protection company, [redacted] Furniture Services, that the customer was authorized full replacement of all pieces due to accidental damage. The protection coverage that the customer originally purchased provides coverage for nearly all accidental damage, excluding wear and tear, abuse/neglect, damaged covered under homeowner's insurance and other such similar exclusionsThe protection purchased by the customer is not an extended warranty. Since Mr[redacted]'s dealings were directly with [redacted] Furniture Industries, we have no knowledge of the basis of his claim for accidental damage replacement, however Mr[redacted] was authorized to reselect other furniture of equal or lesser value. The new merchandise selected by Mr[redacted] was delivered on April 11,2011. On November 8,one piece of the new sectional was again replaced by [redacted] Furniture Industries, again under the claim of accidental damage.On February 17, Mr[redacted] called to report that he could feel the wood on the back of the recliner, and also reported an issue with the locking mechanismWhen the original purchase was delivered in March the sectional had a standard 5-year warranty on the reclining mechanismThe warranty on the furniture, including any replacement pieces, starts at the date of original purchaseSince the concerns voiced by Mr[redacted] came after the original warranty period had expired we offered, as a one-time courtesy, to send a technician to his home to inspect the furnitureThe technician visited the customer's home on March 5, and reported that the back frame of the reclining piece was warped where the spring attached. Our Customer Care Center explained this to the customer and also explained that our technicians could repair this issue but it would be necessary to have the piece picked up to be serviced in our facility on Batavia, NY. The customer objected and requested replacement, but he was told that due to the fact that he was so far outside of the original warranty period, replacement was not an option As evidence of our good faith and outstanding customer service, we ordered the necessary parts, picked up the piece, accomplished the repair and returned the piece to Mr[redacted] all at no charge. The next contact from Mr[redacted] came on January 16, when he called to complain that the piece that had been repaired in April was broken again. During this conversation Mr[redacted] stated that he had moved the furniture to a new residence. Once again, our Customer Care Center representatives explained to Mr[redacted] that he was well beyond the manufacturer's warranty period. Additionally, moving the furniture from the original location of delivery specifically voids the manufacturer's warranty, as neither we or the manufacturer has any control over the handling of the furniture during the moving process Our Customer Care Center Manager, [redacted], offered a courtesy inspection to see what is needed to accomplish another repair, but also informed Mr[redacted] that he would be expected to pay for all parts, labor and transportation necessary to repair this piece again. Mr[redacted] has indicated that this offer was not acceptable to him. We trust that the Revdex.com recognizes that we have acted in good faith and have gone above and beyond in order to satisfy Mr[redacted]'s complaints regarding this furniture. We cannot continue to extend service on a no charge basis for product that well beyond the warranty period. As Mr[redacted] has already informed us that he will not be satisfied with our response and resolution, we would welcome the Bureau's assistance in resolving this matter Sincerely,
Wellsville Carpet Town Inc
[redacted] / Corporate Communications