Wellsville Carpet Town, Inc.

This letter is in response to above referenced complaint filed by Mr*** *** concerning furniture purchased at Ashley HomeStore in Johnstown, PAOur executive management team has reviewed this customer’s order, at length, and we have come to a resolution, despite Mr***’ unruly actions in our HomeStorePlease reference account service history below.Mr***’ account of service history does not match the records of service we provided himWe picked up his sofa and rocker recliner on 5/28/to make repairs at our distribution center in Johnstown, PA as the guest was unhappy with the previous repair work done to his furnitureWe have no affiliation with any party in the state of California, as his letter to the Bureau impliesThe furniture complaints he’s experiencing are considered and wear and tear within the industry, but in the spirit of good customer service we agreed to attempt to remedy his concerns. It should be noted that this and any previous repairs were done at no cost to Mr***On 6/1/16, Mr*** visited our Altoona, PA Ashley HomeStore and quite literally threw cushions at our Guest Service counter, yelling and screaming at the team members there, demanding that his concerns be addressed immediatelyWe have advised our management team in that location to contact police if any one of our associates is threatened in this manner againWe immediately put Mr*** in contact with our Customer Service Manager, Ashley C***, who asked Mr*** for time to review the account. Mr*** sat in his car in our parking lot, interfering with every customer who walked by him by advising them against shopping in our store, until such time as MsC*** was able to call him backMsC*** offered Mr*** 75% of his money back on his entire purchase once the tables were returnedWe never advised Mr*** that he was prevented from returning the tables himself. MsC*** offered to have the tables picked up from his home that day or the following dayHe refused and returned the tables later that day on 6/1/and the refund of the agreed upon 75%, a total of $1,was immediately processed to the Synchrony Financial account that he used to make the purchase.At this time, given Mr***’ disruptive behavior, we ask that if he has further concerns, that he speak with Ashley C***, directly by calling: *** *** *** Audra D*** The Wellsville Group d.b.aAshley HomeStoreWestern and Central NY, Central PA & Northeast OH Phone: ***

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,
*** ***
AS long as the item is picked up and completely repaired and returned in a timely matter I reluctantly accept this resolutionI do want to stress timely return of the piece due to the fact that I have to have metal moving parts exposed that create a huge hazard for my month old son due to the missing piece

they said they would replace our mattress, sent someone to verify, told us the mattress was still under warranty but when they came to deliver they found a hole from a spring and said it would not be replaced and the warranty was void (a spring from a defective mattress) initially the deliveryman said it wasn't their mattress and I told him it was so he stopped that complaintbut would not switch them

This letter is in response to the above referenced complaint filed by Ms*** *** concerning her leather sectional purchased at Ashley Furniture HomeStore in ***, NY. After reviewing the customer’s photo, along with her service history, I spoke with our Customer Care Center manager
to see what we can do to solve her concernsMs*** took delivery of her sectional on 02/25/She called our Customer Care Center on 07/20/reporting discoloration on the wedge piece to her sectionalWe sent a technician out to the customer’s home on 9/12/to reupholster the wedge to new conditionOn 11/28/the customer called to report that the entire sectional had discolorationWe sent photos of her concerns into the manufacturer, Ashley Industries, to see if they would credit Ms*** for repair or a new sectionalThe manufacturer reported back to us that the concerns with discoloration on the sectional were deemed wear and tear and not a manufacturer’s defectIn the spirit of good customer service, we decided that although the manufacturer would not consider Ms***’ concerns to be defective product, we would honor a one-time reselection of new merchandise to ensure Ms*** receives product that will wear to her satisfactionI trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaintSincerely, Audra D/ Corporate Communications

Purchased Mattress and was asked if we need to purchase a box spring and frame and we said no that we had just purchased them in JanuaryThey said they would give us a discount since the original purchase price included those items and then they gave us an additional discount because the store wouldn't take out tax-exempt formWe paid roughly $On the day of delivery, and showing up late, the mattress was not on the truckAfter an entire day of calling everyone including corporate, we got our mattress delivered on July 29, (they were once again late) After weeks we noticed the mattress sagging and called Serta for the warranty inspectionThey indicated we had defective box springs but to call Ashley since we should've gotten box springs for FREE per the manufacturer and they would replace our mattress once Ashley provided the new box springsAfter several calls to Ashley and speaking with the store manager and customer relations they refuse to give us the box springs t

We are working on resolving the problem, Ashley has found me a new Sofa and now are looking for a recliner for me alsoSo for things seem to be moving along and yes I am happy they offered me another 30% off of the entire purchase***Consumer relayed the following regarding resolution: Just wanted to let you know, Ashley worked really well with me to solve the problem with the sofa and reclinerI am very pleased with what they did for meThank you for all your help ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. To clarify, we ordered the first set based on online picturesWe were told by the manager that if we did not like how it looked in person we could call and swap it out for something elseSo don't make it sound like we asked for a special favorI called the day after it was delivered, it took days for them to get back to me to deal with it. And yes it came with a small tear in the seatStill thereAnd since has gotten many more, if you walk by it it tearsVery poor qualityI have tried to call and talk to them and they REFUSED to let me speak to a manager. THIS IS NOT RESOLVEDI am still waiting to receive the fabric that was ordered under warranty where the leather is worn offand again leather should not wear offIt is cheap. SO PLEASE DO SEND A TECH TO LOOK AT THE MEACHANISMAND PERHAPS THEY CAN DETERMIEN WHY THE FUTNITURE IS HELD TOGETHER WITH CHEAP PINE PIECES AND STAPLESIT IS POORLY BUILTWE HAVE COMPARED TO OTHER STORES. I am willing to pay for the damage my cat caused, I just want them to supply the fabric, at my costAnd supply a tech that is familiar with their productI cannot find any that will work on Ashley productsAll places I have called said no, they do not touch Ashley. If you have a tech that do warranty work why can't they do non warranty work? Also to further clarify, immediately upon receipt of these items I called and emailed and tried to purchase the extended warrantyWe were told we had days from delivery to do soI played phone tag with them for more than days and then gave up. They have terrible quality products that they do not stand behindI am familiar with consumer protectionThis does not end until I am satisfiedIf the Revdex.com does not coordinate assistance I will continue with other agencies. Regards, *** ***

Purchased sofa and extended warranty Within two years, the leather type material began to peelI contacted the warranty place called montage, and they stated leather type material is not covered, even though the warranty states covers accidental rips tears etc they suggested I contact the Ashley store which I did, and the store referred us back to montage warranty centerAfter several months of back-and-forth between the two and even filling out forms submitting a claim and pictures, only to have it denied, I gave up out of frustrationIf you do not use the warranty, you get the $back in store creditSince they would not allow me to use the warranty I want that money it is mine They tried to tell me recently because they no longer use montage they may not be able to honor the $store creditThey took my name and number and said they would call me but never didI called them, and they will honor this part at least I went on to tell them how upset I was over all th

Over the time of getting this piece leather sectional sofa, we have had so many problems I called the Altoona, PA store where it was bought 1stThen higher up as far as I could goThe pull for kicker part on the recliner had no protection metal cable on leather=whole So the store and warranty we bought extra ($) said is was each other's problem, finally fixed, color faded-other piece, piece-lounge part has a long wrinkle from under the material-not fixed, piece springs not attached to the under part- not fixedI could go on! 

Ashley Furniture delivered two defective sofas and did not deliver a table that was paid forThey refuse to refund our money for merchandise that was not received and refuse to fix the defective merchandise to our satisfactionConsumer filed 2nd complaint:Complaint Type: Product IssuesProblem:     Two sofas and a table were ordered from Ashley furniture on 10/8/The sofas were delivered on 10/27/with visible damage and the table was never receivedThe Company refuses to refund our money for the table and will not fix the issue to our satisfaction.Desired Resolution:     RefundDesired Outcome:     Refund the money and pick up the defective merchandise  10/31/3:PM    Threshold    Original Open Date    Complaint Transfer    Pittsburgh, PA     10/31/3:PM    Thre

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details
of the offer I reviewed appear below
Please note that we were never offered a "reselection mattress" after
the inspectionWe were told that once we "purchased" new box springs
that we would then be able to have Serta replace the mattress under the
warrantyWe did not receive the 22% discount as a result of us stating
we already had a box spring, and frameIn fact, we were never told that
those things were part of a free promotion, otherwise we would have
opted to receive those items freeWhen we purchased the mattress, we
told the store that we were looking to spend around $800-$for a
mattress and when we were told they didn't offer anything in that price
range for the size we needed, the sales person said hold on a minute and
see what I can doThey then proceeded to tell us that they could offer
us a discount if we were paying cash instead of financing through the
storeThey then told us that since they could not accept our tax exempt
form, that they could give us an additional discount to help make up
for the taxThis is how they arrived at the 22% discountAt no point
in time were we ever told that we should have received the box spring or
frame for free...if they were free, we would have taken them all (any
reasonable person would)We were given the impression that we had to
purchase those items, we were already spending more than what we wanted
(more than double) so we were not about to incur any additional costs. As
it relates to the additional $discount, that is irrelevantThat
discount was solely because of the inconvenience of our dates and times
being rescheduled and then the mattress not being on the truckThat
discount has nothing to do with a box springWe were told that the
discount we received for not taking the box spring was $( we were
told this by Brian) so when we said, ok use the $we were discounted,
we will pay that back and get us the box spring we were told they
couldn't do that anymore because we were past days, in fact, this was
on the 28th day that we spoke to Brian and the 29th day that we
requested it from their customer relations managerWe were never
offered any "free promotion" by the store, it was also proposed to us as
"if we needed to purchase" box springs or framesWe were never given
an option of those items without additional costThe discount was
solely based upon trying to close a sale, the fact we were paying cash
and not financing through the store, and to make up for them refusing
our tax exempt form.Regards, *** ***

I purchased furniture for my entire home from Ashley Furniture HomestoreI always trusted their quality and customer serviceIt has been less than years, and I am very disappointed with the condition of many of my furniture piecesI had purchased their year Platinum Ultra-Premium Furniture Protection PlanThis plan was supposed to provide me with complete accident coverageI had two orders with them, and paid $plus $for the extra year protectionThat is a total of $for the warranty that I paid for piece of mind that my furniture is protectedHowever, when I called their warranty number about the damaged items they stated that only of things are covered under itThey will not fix my sofa seam that's ripping, the sofa's linty pillows, the coffee table leg that is falling off, or the scratches on my nightstandThe only thing they might consider fixing is the dining table that is losing it's stain all overThat was so frustrating as I paid well over

On may I bought a kitchen table set from Ashley home store.I purchased the extra warranty which cost was $In october I notce the paint peeling off the table top.I called the year manufacture .They asked me to take a photo and email them to them
The manufacture told me that is were and tear and they can not replace the table top-
Iwas told to contack the platinum premium coverage planwell they asked me to email the photos and I did well they are telling me that it is not covered for were and tear.So now I have a kitchen table eith the top is peeling off.The year manufacture wont fix it and the extra portection
plan wont do anythingI They agreed to send a representative as a courteous to me .Well that didn't go well the I have the extra protection ot help me or the manufacture to fix it

Disapprove of resolution of ink stain on cushions, creaking noise on love seats, and sinking cushion on loveseat, and now feels like it is slantingNot satisfied with cushion, and furniture qualityFurniture was delivered on January 18, There solution for ink stain is to put a towel under the cushionI took one of the ink stained cushions to the furniture store on Amelia Drive, and spoke with the store manager John he stated he’s nevered seen that happen before! He then passes the buck to contact customer service, and ask for BonnieI called she wasn’t available I spoke to Chelsea, and I feel liking I just keep getting the run aroundWhen a service call was made to fix the arm on the loveseat the repair actually used a piece of cardboard from a box to repair it

Requested a refund on 03/30/for a purchase that was made through the store at WRdI received a check for $which I then deposited into my bank accountThe remaining furniture I purchased was then delivered but was short an end tableThe delivery drivers told me they forgot it and I should expect a phone call to have that piece deliveredAfter waiting for a month with no phone call from Ashley, I had to contact themI was then told that its been here and they will now deliver the table on 06/05/Since September 13, I have spent worth of purchases from Ashley Furniture StoreSince that time This has been my experience with them: Two service calls days after purchase for the reclining love seat that resulted in a Large arm scar from a protruding staple and replacement of love seat after no resolution from the service techs( I had to call and insist on replacement), repeated deliveries of broken table lamps to which I finally gave up and exc

Dear ***: This letter is in response to the above referenced complaint filed by Ms*** *** concerning furniture purchased at our Ashley Home Store. After reviewing the customer’s service history, I spoke with our Customer Care Center manager regarding resolution. On 8/10/13,
Ms*** purchased a sofa, loveseat and ottoman on from the Henrietta, NY Ashley HomeStore. These items were labeled and priced as clearance, with a considerable discount. She also purchased a matching chair at the everyday retail price. Clearance product is sold ‘as is’ without any warranties, returns or exchangesThe chair, purchased at the regular price, comes with a 1-year manufacturer’s warranty against defectsThis is a standard manufacturer’s warranty within the furniture industryMs*** also purchased the furniture protection plan which covers all accidental damage to the furniture within the first years of owning the products. Attached is a list of coverages for reference from the furniture protection plan. On 4/14/14, Ms*** notified us that cushions on the sofa, loveseat and chair were cavingThe one-year warranty had lapsed, however; as a courtesy, we reordered new cushions for the customer at no chargeOn 7/16/14, the customer called stating that the ottoman cushion is slipping off the top and the cushions are flattening again. We sent a technician to the customer’s home, at no cost to herThe technician reported that the cushions were flattening again, but would need to re-order seat core parts in order to fix. For the second time, we sent all new cushions to the customer at no costOn 2/19/the customer called stating that the cushions are flat for the third timeWe advised the customer that we replaced the cushions twice at our expenseGiven that she purchased the items ‘as is’ on clearance and was well outside the manufacturer’s warranty on her chair, we were unable to assist her with further repair to the furnitureAt the time of this third service call, parts were no longer available as the manufacturer has discontinued the set purchased by Ms***The customer reached out to the protection company, a third-party vendor, to see if they would replace or repair her cushionsThe notified the customer that cushions flattening is considered wear on the furniture and is not covered under their protection plan. I trust that the Revdex.com will find that we did our best to care for Ms***’s cushion concerns, even though she was outside the manufacturer’s warranty and had purchased clearance “as is” merchandiseWe attempted several times to ensure Ms***’s cushions were replaced outside the manufacturer’s warranty at our own expenseWe sent a technician to the customer’s home at our own expense though the product was sold at a large discount as clearance “as is” merchandiseSince we’ve explained this to Ms*** and she insists this response is not satisfactory, we invite mediation from the Bureau to come to a resolution. We pride ourselves on our customer service and have achieved the Revdex.com’s highest rating because of our response to customer concernsI trust that the Revdex.com will find our response to this complaint satisfactory. Sincerely, Audra D*** / Corporate Communications

I recently ordered a bedroom suite for my home, the first delivery date got cancelled due to furniture not completeThe second delivery date; no prior to phone call, damaged furniture every piece that was delivered, incomplete order(missing parts to the bed and dresser), was only told that a signature was required because not all furniture was delivered so would need to come back, NOT that I was accepting furniture as is Furniture was left at my house in random order, partially put togetherWhich was a fall hazard to me and my family, but also a HUGE inconvenience I placed multiple phone calls and the only thing I got told/offered was: a technician to come to my house and repair(sand and restain) my furniture in my home and on brand new carpet that had just been installed a week ago, and a $instore gift card Also when the 3rd delivery was done, we were asked to use our bathroom which I thought was yet another unprofessional gestureI am told my furniture that came damaged c

We purchased leather reclining sofas from the Ashley Homestore in Syracuse NYIt is advertised as an actual Ashley store, however seeing how I had to find them on here I believe they are not actually AshleyRegardless, I called a few weeks ago because we have not even had the sofas for a year and the leather is wearing offWhich tells me it's not really leather perhapsThey did offer to repair under warrantyI am waiting for that to be done
I contacted them again today to arrange for an additional repair at my costWe shopped around at a lot of stores before we purchasedEveryone told us leather could stand up to cat claws and other minor thingsI have seen leather at friends houses and believe that to be trueThis set however, noMy husband sat on it the first day and put a small tear in itWe have many small tearsAnd now I have some cat claw marks which I wanted fixed at my expenseThey said they do not offer that, I have to find my own furniture repair place
I ha

This letter is in response to the above referenced complaint filed by Ms*** *** regarding service received on two recliners purchased from our ***, OH HomeStoreAfter reviewing Ms***’s service received, I sympathize with her frustration and will offer suggestions on
how we can resolve her concerns. Ms*** took delivery on two recliners on 09/18/and on 9/22/she called informing our care center that the recliners look discoloredWe ordered parts for her recliner, and it appears the service company and the customer struggled to find dates for which both parties would be available for a technician appointmentThe parts were ultimately replaced on 11/18/A few days later, on 11/21/14, the customer called requesting more filling for the backs of the reclinersWe ordered the customer more filling at that timeOn 12/22/we sent another technician to the customer’s home to place the fill into the reclinersThe technician advised our Customer Care Center that the customer needed a new mechanism and handle for one of the reclinersThe customer also wanted more fill for the arms of the reclinerWe reordered all as requestedOn 2/9/15, Ms*** reported that she was still not happy with the quality of one recliner, so in the spirit of good customer service, we offered to reorder the recliner for herWhen the new recliner was delivered on 03/04/15, we were disappointed to hear the new recliner had a rip on the back of itWe offered Ms*** the part and labor to fix the rip or another brand new reclinerShe declined both and said she would call backWe have not heard from her since. We completely understand Ms***’s frustrations and, beyond the offer of a new recliner or one that is repaired, we would like to offer her the option of a full refund of her furnitureWe will reach out to Ms*** this week to discuss her options to get her the resolution deserved. I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint. Sincerely, *** *** / Corporate Communications

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is the second complaint that I am filing due to the horrendous service I continue to experience from Ashley FurnitureI recently made a return (in which I had to file the first complaint to do) and I am having issues with the refundPrior to the return, I made a payment to the *** account with the minimum amount ($35)After the return, this $was not refunded to my checking acct but added to the credit amt that I am eligible for at Ashley-- in which I will NEVER shop at again, so why would I want this credit? I called Ashley on 3/to have this resolved and spoke with someone named Christi who informed me that I would receive a call back on Monday from billing to resolve this issueWell, Monday rolled around and I never received a call, which is AT LEAST the 8th time I have been promised a call back from someone at Ashley and haven't received a call back (I even confirmed my phone number)To top that, I received a bill this afternoon for my "next payment" for a table I returned came in the mailI am beyond furious with this company and cannot believe I continue to receive such awful serviceI would like to receive a refund of the $to the original checking account that I made the payment, or to receive a check of that amount in which I can deposit into the accountAdditionally, I would like this *** credit line canceled as I will NEVER be a customer at Ashley Furniture againRegards,
*** ***