Wellsville Carpet Town, Inc.

the only reason why they are doing an exchange is because I complained. this company ruined my Christmas present to my wife.  this is the only thing that I can have done now since this company will not refund my money. if the next loveseat is messed up I will take them to court    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]

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]

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 response failed to recognize that I have had this claim open since 2014. During the first few attempts of the claim process there was another Guest Relations Center that was contracted by Ashley Furniture to handle warranty claims. Fast forward too many months and they have switched Guest Relations Centers to handle their warranty claims and I received a new claim number for the original claim. Additionally, the Guest Relations employee on the phone confirmed that they were a new company working with Ashley Furniture and that he had to go into a different system to look up my previous claim number. I advise Ashley Furniture to go back into their records and locate the original claim that was submitted in 2014 before switching Guest Relations Centers. As any legitimate business with ethics and integrity would support, Ashley Furniture should have previous records from a different system or different Guest Relations Centers available in case something like this happens.  Furthermore, I was told on 08/24/2016 that I would receive a phone call by the end of the day to assure me that the couch cushions had been shipped, along with the tracking number. As of today, 09/06/2016, I have not received any phone call assuring me that the couch cushions have shipped nor have I received any type of tracking number for the shipment like promised. This complaint will not be resolved unless my desired outcome is met as I believe that it is the fault of Ashley Furniture becoming negligent towards the Platinum Ultra-Premium Protection I had purchased for my furniture. This is seen as Ashley Furniture not adhering to Good Faith and ripping the customer off. If I do not have a tracking number, then how do I know Ashley Furniture had really shipped the couch cushions? How do I know that they aren't just stating that in order for me to close this complaint as resolved then find out the couch cushions were never shipped and have to go back through this entire process again like I have since 2014. Regards,  [redacted]

This letter is in response to the above referenced complaint filed by Ms. [redacted] concerning furniture protection plan coverage purchased at Ashley HomeStore in Henrietta, NY.  After reviewing the customer’s service history, I spoke with our Customer Care Center manager regarding final resolution.  We processed a refund for Ms. [redacted] for the full purchase price of her protection plan, totaling $499.99 plus tax. This was refunded to Ms. [redacted] on 5/9/16 to her finance account. We have also offered a courtesy technician appointment, which is typically $57.00/hour, at no charge to Ms. [redacted] to review her furniture concerns. We trust the Bureau will see that we’ve gone above and beyond what we’re required to do to care for her concerns in the spirit of good customer service. For more information on the service history previously provided to the Bureau in our last two responses, please see below.  Ms. [redacted] purchased living room, bedroom and dining room furniture from our Henrietta, NY Ashley HomeStore on 5/22/13 and 9/7/13. She also purchased a third-party furniture protection plan on all of her furniture, except the dresser mirror. Attached is a copy of the protection plan from Platinum Ultra Premium Protection (PUPP), which explains all of the coverage included with this plan. At point of purchase, we provide customers a copy of the protection plan coverage; they also receive along information regarding accidental damage coverage via U.S. mail, shortly after the sale.  On 2/20/2016, Ms. [redacted] contacted us to report multiple scratches on her table, bench and chars. She sent pictures of the damage to our Customer Care Center. Since Ms. [redacted] purchased the protection plan, we forwarded the damage concerns to the protection company for review. Our Care Center Manager, Ashley [redacted], reached out to PUPP to find out why they denied the damages.  When the protection company agent asked what caused the damage, Ms. [redacted] explained that her cats were running on the furniture. Her claims were denied because pet damage is not covered under the furniture protection plan. It is standard in the furniture industry to not cover pet damage, as animal behavior is erratic and not easily controlled.  Attached is a copy of the protection plan coverage provided to Ms. [redacted]. Under the important exclusions section listed it states, “Pet damage and/or claw marks other than pet bodily fluids, such as damage from teeth, beaks, etc.” We trust that the Bureau will find this response satisfactory and will serve to close this complaint.  Sincerely, Audra Doering / Corporate Communications

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 *concerning her delayed delivery. After speaking with our customer care center manager, I’m able to shed some light on what caused the delay in shipment and how we have tried to come up with a resolution for [redacted] Ms....

[redacted] purchased a sectional and pair of lamps for exchange of items from her original purchase on 9/7/15 from our Henrietta, NY Ashley Furniture HomeStore. On 9/8/15 we called Ms. [redacted] to schedule her for delivery on 9/24, as she stated in her letter to the Bureau. On 9/21/15 we received notice from the manufacturer that her product was experiencing a delay in shipment to Western New York, so we were not able to honor her original delivery of 9/24. Though rescheduling a delivery date is not a common occurrence, we cannot control the manufacturer’s availability and ship dates if they’re delayed beyond our initial projection. We called the customer to reschedule her delivery for 10/13/15. Upon further research, we learned that the lamps she ordered with her sectional were causing the delay into mid October. As a result, we were able to reschedule delivery of the sectional for 10/3/15. We called Ms. [redacted] on 9/23/15 to explain the situation and schedule delivery of the sectional as early as 10/3/15, if she preferred to have it sooner and simply pick up the lamps from our showroom upon arrival. Our manager called Ms. [redacted] four times to explain what we could do to resolve her delivery time frame concerns and Ms. [redacted] hung up on her all four times. We’ll await response from the customer and welcome a phone call to our Care Center Manager, Ashley at: 1-800-347-6108 Ext 1800.I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint. Sincerely, Audra / Corporate Communications575 Alberta Drive Amherst, NY 14226

Wellsville Carpet Town Inc
November 12,
Re: [redacted]
Complaint ID
[redacted]
Dear [redacted]:
This letter is in response to the above referenced complaint filed by
Mrs[redacted] regarding our response to her leather concerns
We do apologize for the customer's overall experienceWe recently
reached out to Ashley Furniture Industries, the manufacturer, to request a
credit back for the furniture as we can certainly understand Mrs[redacted]'s
frustrationsThe manufacturer refused to offer any credit as they have not had
a history of concerns with this particular furnitureIn an attempt to offer
exceptional customer service, our Ashley Furniture HomeStore in Amherst, NY has
chosen to offer Mrs[redacted] the option of full credit to reselect new
merchandise while also allowing her furniture protection plan to transfer over
to her new furniture
Mrs[redacted] has been informed she has days to reselect her merchandise
in order to honor the credit extended.
I trust that the Revdex.com will
agree that we have responded to this concern in a timely manner and have done
our best to satisfy Mrs[redacted]'s concerns, given the unwillingness of the
manufacturer to provide credit. However, we welcome the Bureau's
assistance in mediating any further communications is this matter
Sincerely,
[redacted] / Corporate Communications

This letter is in response to
the above referenced complaint filed by Ms. [redacted] concerning the quality
of her headboard purchased at Ashley Furniture HomeStore in Amherst,...

NY. 
After reviewing the customer’s order history, I spoke with our Customer Care
Center Manager to see what had happened to cause her disappointment and we came
up with a resolution.  Ms. [redacted] received delivery of
her headboard on August 1, 2015. We were unaware that Ms. [redacted]
had any concerns with her delivery. We follow up every delivery with a survey
to ensure customer satisfaction and when we called Ms. [redacted], our survey
indicated that she declined the survey at the time of our call. Until this
letter was received from the Bureau, we were unaware of any concern. 
Our
Customer Care Center Manager, Ashley C[redacted], reached out to Ms. [redacted] on August 7th to
discuss a resolution for her concerns. We have reordered her a new headboard
for exchange in a two or three weeks. The customer is in the process of moving,
so we have not set a firm delivery date as she's not ready to receive
delivery of the replacement headboard at this time. 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 Communications 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.
Hello I do not think that Ashley furniture did the appropriate steps to help me. When I called with my problem they where going to fix it and cover everything. It was not till they learned that my furniture is no longer being made that they stated they can not help me. I feel they can help me. When I originally bought the furniture I asked what would happen if I need the product fixed and they no longer make it. I was told I would get store credit and again I was told this same thing when all this situation began, by the extended warranty person. This is what I feel that Ashley can do for me. Again I have furniture that is one year old after the first time it was fully replaced and it looks awful. My furniture currently looks the same way it did when it was fully replaced the first time. I completely do not agree that there is nothing that  can be done for me. When you walk in to buy a big furniture purchase and the warranty you do not expect after a year to have furniture that you need to get rid of. Again the reason I am saying a year is because I am going off when it was replaced last. I feel Ashley knows this furniture is having issues and can give me the store credit so I can come in and get some better furniture. As well if I where to get the credit it would benefit Ashley because I would obviously need to spend more money to fully replace all my pieces.
Regards, [redacted]

This letter is in response to the above referenced complaint filed by Ms. [redacted] regarding the confusion over her line of credit received for a purchase at Ashley Furniture HomeStore in [redacted], NY. After speaking with store management I have additional information on communication with...

Ms. [redacted] regarding her purchase.   We understand Ms. [redacted] concerns with her purchase on 01/16/15. Originally, when our Guest Service team submitted a credit application to our third-party finance company, [redacted], Ms. [redacted] was approved for $3,000.  The sales associate informed us that Ms. [redacted] was planning on purchasing much more than that amount.  On behalf of the customer, the sales associate asked the Guest Service associate to attempt to obtain a credit line increase.  When the Guest Service agent called [redacted] she accidently gave the finance company the application identification number for a different customer. The increase was processed and approved but it was not for Ms. [redacted] account.  The error was not realized until several days later and General Manager [redacted] immediately reached out to Ms. [redacted] to explain what had occurred.  Mr. [redacted] informed her that the credit increase we thought we secured for her purchase was inadvertently in another customer’s name.  We did take responsibility for the error, but unfortunately we were not able to secure an increase in Ms. [redacted] approved finance amount.  Without approved financing we are unable to deliver merchandise for which no payment will be received.    Understanding Ms. [redacted] frustrations, Mr. [redacted] did attempted to work something out so that she could receive a portion of the merchandise she selected, given the fact that she had been approved for $3,000.00.  Ms. [redacted] asked Mr. [redacted] to see if any other discounts were available, as compensation for the inconvenience.  He explained to her that he would research some options and call her back.  Mr. [redacted] attempted to call Ms. [redacted] four times to discuss a resolution, but was not able to reach her.  When our scheduling department contacted the customer to see how she wanted to proceed with her order— keep a part of the order for the approved amount of financing or cancel the entire order altogether— Ms. [redacted] decided to cancel her sale her entire sale.  We refunded Ms. [redacted] her credit card down payment of $200.00 on February 12, 2015.   We have acknowledged and apologized for the error and have taken corrective action to prevent this from happening again.  We invite Ms. [redacted] to reach out to the [redacted], NY Ashley Furniture HomeStore manager, [redacted], if she has any further concerns or is willing to give us another opportunity to serve her as a valued customer.   We trust that the Bureau recognizes that we have attempted to work out a solution that is fair to both Ms. [redacted] and to our Company and agree that our actions should serve to close this complaint.

This letter is in response to the above referenced complaint filed by [redacted] concerning the dip in her [redacted] mattress.  After reviewing the customer’s service history, I spoke with our Customer Care Center Manager to see how we can resolve Ms. [redacted]’s concerns. Ms. [redacted]...

purchased a mattress and box spring from our [redacted], NY location on 10/16/15. We were notified on 10/23/15 that one side of her mattress felt as if it was ‘depressing down.’  Understanding Ms. [redacted]’s concerns so soon after her delivery, we sent a technician out to her home to see if the mattress was considered to be defective. High quality, pillow-top mattresses, like the model purchased by Ms. [redacted], are made with high performance foams that conform to the body to ensure overall comfort and support. It is normal, as with a high performance sneaker, for example, for there to be a slight depression within the foam after sleeping on the mattress. It is standard within the mattress industry to experience up to 1.5 inches of an impression as a customer is breaking in his/her new mattress. We informed the customer on 11/4/15 that our technician measured a 1 inch depression, thus it would not be considered a manufacture defect. We informed the customer that if she continued to experience issues with the mattress depressing, to please call us back. Understanding that Ms. [redacted] was still concerned with the break-in period of the mattress, in the spirit of good customer service, we offered her full reselection of her mattress. I trust that the Bureau will find this response satisfactory and serve to close this complaint. Sincerely, Audra D. / Corporate Communications

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 technician the Ashley furniture sent admitted that the mattress was indeed defective and that there should not be any depression after just two weeks. The technician also informed me that Ashley furniture will not do anything about it and that they will give me a hard time. Ashley furniture should not be permitted to sell products that they know are going to be defective.  Regards,   [redacted]