Wellsville Carpet Town, Inc.

I BOUGHT A DINING ROO TABLE AND CHAIRS IN APRIL 2018, IT IS JULY AND MY DELIVERY DATE HAS BEEN POSTPONED FOR TIMES THIS IS ADVERTISEMENT I AM SO DISAPPOINTED AND DISSATISFIED WITH THIS STORE TO DATE I AM NOT CONFIDENT I WILL EVER GET THE FURNITURE

This letter is in response to the above referenced complaint filed by Ms*** *** 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
her concerns. Ms*** purchased living room, bedroom and dining room furniture from our Henrietta, NY Ashley HomeStore on 5/22/and 9/7/She also purchased a furniture protection plan on all of her furniture with the exception dresser mirror. This protection plan is administered by a third party. Attached is a copy of the protection plan from Platinum Ultra Premium Protection (PUPP), which explains the type of covered situations included under this plan, as well as certain excluded types of damage. At point of purchase, we provide customers a copy of the protection plan coverage; they also receive information regarding this accidental damage coverage via U.Smail, shortly after delivery of their furnitureOn 2/20/2016, Ms*** contacted us to report multiple scratches on her table, bench and chairsShe sent pictures of the damage to our Customer Care CenterSince Ms*** purchased the protection plan, we forwarded the damage concerns to the protection company for reviewOur Care Center Manager, Ashley C*** reached out to PUPP to find out why they denied the damages. Ms*** was told that when speaking with a representative of the furniture protection plan company, Ms*** explained that her cats were running on the furnitureHer claims were denied because pet damage is not covered under the furniture protection planIt is standard in the furniture industry to not cover pet damage, as animal behavior is erratic and not easily controlled. This type of damage is specifically addressed under the important exclusions section listed it in the protection plan document and states, “Pet damage and/or claw marks other than pet bodily fluids, such as damage from teeth, beaks, etc.” as being excluded from coverage under the protection planUnderstanding that Ms*** also has concerns with her loveseat, we reviewed her account and notice that she is outside of her one-year manufacturer’s warrantyThe cost for us to send a technician to her home to review the concerns with the frame structure is $57/hour; we recommend she contacts the protection company to inquire if they are willing to assist her at no chargeTheir direct number is: 1-888-612-8909, or she may email [email protected] Ms***’s concerns are either outside of warranty or caused by pets in the home, we are unable to honor service or replacement of productWe are also unable to assist her with the denied claim from the furniture protection company, as pet damage is not covered under their extended warranty plan Understanding that Ms*** has not been satisfied with this response, we invite mediation from the Bureau to come to a resolutionSincerely, Audra Doering / Corporate Communications

We furnished nearly our entire house October
In early 2016, we contacted the Customer Care Center to get replacement cushions for our sofa and love seat because they had become misshapen and flattenedThey also sent us replacement fill for the back cushions at that timeSince then, we've had to purchase poly-fil for the back pillows twice because they break down so quickly
I contacted Ashley Furniture directly in August/September because the cushions were breaking down yet againThey requested photos, which I sentThey delayed responding for weeks at a time which pushed me out of the year warranty time frame, so they're now refusing to do anything I then contacted the Customer Care Center again and they offered to send out cushions and a new front apron, but we'd have to pay for the technician because I’m now out of my warranty time frameThis would be the THIRD set of cushions on a living room set we've had for just over a year

We bought a lot of furniture thru Ashley FurnitureWe have had problems with mostly every piece so farI When we purchased our recliner coach we decided to buy the warrantyThe sales representative told us it covers pet accidents, tears so we purchased the warranty the coach started to come apart at the seams and the puppy got at it So now there’s a issue and suddenly the warranty is voided because it doesn’t cover jaws and clawsI would had never spent the extra money on a warranty just for pet accidentsI’m so upset about this whole situationI’ll never buy anything from them again or recommend them to any oneThere only out for the sale not to take care of there customersAnd there furniture only last -years

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
Regards,*** *** I have read ashleys response I don't think my issue was ever with the shipping center because they never lied to me, my problem was with the transaction to start with when I was promised that the end of the day estimate would be the worst case scenarioI now have a family visit that was ruined, my time that was ruined with my family, I was insulted that they even offered me a $100, also it upset me that they used "discount" as part of this process, WHAT I paid should have nothing to do this issue, as it was mentioned again in the email prior to this one my $discount, that tells me that since maybe I didn't pay full asking that I receive less service then someone that paid more for the productI still feel like the first day I was lied to just to make the sale, also when I called in they never said anything about when I called in, it was that they were out of matieral so that is just another liea company should not be allowed to take advantage of consumers its more important for me to get my word out. thank you

This letter is in response to the above referenced complaint filed by Ms*** *** regarding her experience at our ***, OH HomeStoreWe apologize for any poor customer service Ms*** feels she received and will use this example as a coaching
opportunity in our showrooms and with the customer care center agent she spoke with. When a customer purchases product from one of our showrooms, we do our best to address potential no-fit situations like what Ms*** experiencedThe customer is the only one that knows the dimensions of his or her door and any tight turns, spaces etcin the homeWe informed the customer on our Warranty and Delivery agreement form that only the customer can determine if the furniture will fit into the homeWe offer to provide dimensions and cover this topic to avoid frustrations like what Ms*** experiencedMoreover, we take the time to review this with each guest because we’re a factory direct operationWe do not have a warehouse to hold product, only a local center for distributionIf product does not fit and needs to be returned, as a company we incur the expense to ship the product in from Wisconsin, prep the product and the manpower, vehicle, fuel etcto deliver it directly to the homeWhen we review this with the guest, we ask the customer to sign this form, which Ms*** did sign, in order to fully disclose all expectations in preparation of the delivery as well as disclosing the cancellation fee. When a customer cancels due to a no-fit as opposed to selecting different product, we’ve lost all of the aforementioned expense incurredThis is why we inform our customers of the potential 12% cancellation fee to ensure customers take the time to double check that the furniture can fit into the home through the door as well as the intended placement space to ensure a smooth delivery. Given the experience Ms*** shared with us, we will refund her full purchase and waive the feeWe refunded Ms*** $on 03/10/We understand her frustration, however; we hope the Bureau can see that with furniture, delivery requires significant expense on our endWhen a customer cancels due to a no-fit situation, we encourage customers to try and reselect into something that will fit in order to avoid the assessment of these fees. I trust that the Revdex.com will find this response satisfactory and that it will serve to close this complaint. Sincerely, *** *** / Corporate Communications

I purchased beds and mattress sets from Ashley'sDuring my purchase, I was told I purchased extended warranties for my bed and mattressesI financed everything and paid off everything in full before the contract ended
On or around the week the first week of September I had an inspector come to my home to inspect my mattress after calling weeks before to put in a claim
Mid October I initiated a call after there had been no follow up of the status of replacing my mattress after the gentleman came to my homeThe manager was extremely rude and stated that my mattress had stains and although it fell under warranty, I'd need to have the mattresses cleaned prior
This information was not told to me nor in my contractI paid for extended warranties which they can barely locate the information when I callI just want my warranty honored and my mattress replacedIt's almost months since that claim and there is still no resolution

We purchased a couch from Ashley Furniture on 1/7/and took delivery of the couch end of February We have had numerous problems with the couch as listed below:
1) The couch was delivered without attaching brackets that should have been already installed
2The chaise was delivered damaged and the leather was torn at both cornersWe contacted the company and a replacement leather was sent along with making an appointment for someone to come out and switch the leather on the couch
3)They came out to correct the damaged leather and the piece that was sent from Ashley was damaged as well
4) A third piece for the chaise had to be sent out for repair and yet another appointment scheduled for someone to come out for the repair
5) The loveseat wood broke and a new section had to be delivered after insisting a repair of the piece was not enough of a solution given the previous problems
6) The corner piece which is rarely used had a spring break through the dust cover and now need

Dear MrK***
I am writing with a complaint about a furniture delivery I had scheduled for Friday, July 20, I purchased $5,worth of furniture from the Henrietta, New York store on June 8, On June 9, 2018, I scheduled my delivery for Friday, July 20, At that time, I explained to the representative that my delivery time would need to be scheduled anytime after 9:a.mas I would be unable to obtain keys for my apartment prior to 9:a.m
On July 18, 2018, I received a text message to confirm my delivery for July 20, I received a phone call on July 19, to confirm my delivery for the morning of July 20, After speaking with the representative, I realized I confirmed the delivery time between 7:a.mand 10:a.m in error I contacted the store on July 19, and again explained that I could not accept delivery of my furniture prior to 9:a.mas I was unable to obtain keys to my apartment until that time The representat

We purchased  new recliner leather couch from Ashley Furniture store March 18, We noticed a small hole in leather in July about the size of a quarterIt is now about the size of a watermelonWe complained to Ashley Furniture Company and they sent a repairman to investigateThey sent us a repair kit, but color did not matchThey ordered a new repair kit and this color did not matchNow a third repair kit is on orderWe purchased a warranty on the couchThey now say the leather is not under warrantyWe paid cash for the couchThey say that body chemicals or the shampoo caused the leather to peelThey now say that warranty does not have to be honored because of the chemicals from our body

This letter is to file a complaint regarding a recent purchase that I made from Ashley Furniture located at West Genesee Street in Syracuse, NY
After I tried a demo mattress and foundation at the store I proceeded to make a purchase based on my trial of that bed set on 5/13/At that time I made a credit card deposit of $and a delivery of the bed set was scheduledI received delivery on 5/31/and immediately went to the store to inform them that the mattress was much harder than the one I had tried at the store and that I needed an exchange or to return itThere response was that I should use it for a week as an adjustment period then contact the store if I was still not satisfiedAt the end of the “adjustment” period I once again returned to the store to let them know that the mattress was still very hard and uncomfortableTheir response was that there would always be differences between the demo model and the one that was purchased since they could not be expe

This letter is in response to the above referenced complaint filed by Mr*** *** concerning the quality of his furniture purchased at Ashley HomeStore in Johnstown, PA. After reviewing the customer’s service history, I spoke with our Customer Care Center manager regarding his concerns
Mr*** purchased a sofa, love seat and table set on 8/9/and received delivery on 8/29/The customer contacted our showroom on 3/19/stating that the table is damaged and his sofa needed more filler materialsWe ordered additional fill to ship to the customer’s home for installation by a technicianOn 4/22/15, a technician installed the fill in the sofa and retightened the top of the tableThe customer also noted that there was mold under the table, but he was unable to determine the causeAdditionally, he wanted a new cushion for his recliner as it was reported to have flattened. On 4/23/16, our team lead, Jodi, spoke with Mr*** regarding his technician appointmentMr*** wanted an exchange on all piecesJodi informed him that the mold is possibly from moisture and his loveseat is up to manufacturer’s standardsWe ordered a new cushion for the recliner and scheduled a technician for repair. On 4/30/16, Mr*** disputed his entire purchase amount with Synchrony Financial, our third-party finance company, stating he wanted a 100% refundThis dispute was escalated to our highest level of management for reviewWe explained to Mr*** that we are willing to honor his concerns that fall under the manufacturer’s warranty, but we are not able to provide him full refund on his product. We trust that the Bureau will agree we have done all we can to service Mr***’ concerns thus far, but we cannot honor full refund or full replacement of his furniturePlease see attached photos showcasing our repairs bringing the product to manufacturer’s standardsUnderstanding that we’ve explained this to Mr*** in the past, but he has not been satisfied with this resolution, we invite mediation from the Bureau for a solution. Sincerely, Audra *** / Corporate Communications

Original purchased a couch from the store A day later I price matched to the Ashley corporate website and was told I would get a refund in 8-business days I never got this, but on doing this they 'changed by shipping fee from $to $in their backend' to match the website price
The couch ended up not fitting and was told by the sales person if the couch did not fit, the most we would be out was the $shipping originally paid for When we re-ordered a new couch the only thing we were supposed to lose was the initial shipping per the sales person
Either way if we were to lose the $shipping we should have gotten the price match I called various times and they offered to expedite the price match, but there was never a credit and it has been over months now

After having bought two new recliners with an extra warranty for yearsBefore they were a year old the material started to rip and fray and ball upI had a technician fix them once and I have to get the seat fix now on the 15th of this month for a ripNow both arms on the chairs are doing the same thing with fraying and balling up they also have a tear in oneI called to get repaired and was told to go buy a something that could take the balling offI want new recliners to replace theseEven the person that saw them who fixes them said there is a defect in the material and told themThey were very rude and now refuse to fix them even though I have extended warranty or replace them

On 7/29/my husband *** and I purchased multiple pieces of furniture from Ashley furniture as we had done in the past, knowing their great qualityOur major purchase this day was our large sectional couchThey had one on display that we wer told had been there for at least years and was sat on by many and it’s still in great shapeWe were soldWe purchased this sectional with a chaise lounge at one end containing one large bottom cushion and one regular cushionThe rest of the couch has back cushions and bottom cushionsWe started to notice rather quickly that the fabrics was piling on both the back and bottom cushionsWe called them about months after purchase to report the problem expecting a reasonable responseImmediately we were told the already received many other calls about the same problem and they had already contacted the manufacturerThey stated the manufacturer said it was a flaw in the fabric and ultimately nothing would be done for usWe fought wit

Purchased a outdoor table set, in less than year, basically months table set starts crumbling to pieces, contacted ashleys should be still under warrenty and nothing has been donepaid almost $for this set and it is garbage in less than months

I ordered a couch and four pillows in the beginning of March because I was moving April 8th I was told it is was 2-weeks delivery time, so I made sure to order around weeks prior to my delivery date Two days before I was supposed to move and the scheduled delivery, I received a phone call that it would be an extra two weeks for delivery I was disappointed considering, I now needed to find a couch for two weeks due to having a two year old and needing some type of living room furniture They offered me a gift card for the innconvience The delivery was then scheduled for 4/but came in early so was scheduled for 4/ On 4/I received a missed call from Ashley's with no voicemail (My voicemail works perfectly fine), and when I called back they said they were just confirming the delivery for the following day When the items were delivered, I received 3/pillows and the delivery people stated they should have called me I called them and they stated hey call

I was told by my sales rep and the cashier that if I needed a refund due to the furniture not fitting, that I would get reimbursed via a check I told them specifically and asked several times if that was correct since I paid part cash part *** gift card, and they reassured me that I would still receive a check The ottoman and part of the sectional was too big, so I denied it at delivery to get reimbursed Ashley send me a check for $and refunded the remaining $onto the *** debit card - IN WHICH I DISCARDED When calling guest services, the store and the corporate office, they repeatedly told me it was my fault for discarding the card and that the sales person should not have told me thatThe credit card company that sent the *** gift card did not have the card information either The guest services department were unable to reverse the charges to send me a check, and refuse to let me speak with management or the owner Tim Quinn I want the $sent to me in the che

I bought a new mattress from this store because my old mattress was broken down and causing back painAfter I've had the mattress for weeks I went back to the store and told them that I was still having pain and I was told that a technician would come to me to determine if the mattress was defectiveWhen I was scheduling the appointment I was told over the phone that there could not be any problem with the mattress that it was me and I wasn't accustomed to the new mattressAfter the technician was done (on Sept 2016) I was told that it shouldn't have broke down after just weeks and that it had a 1" depression already and I was told to expect a hard time and that the store will not do anything about it
When I got the return call the following week I was told that there was no defect and that the depression in the center of the mattress was it forming to my body and that the depression was normalI said "so what your telling me is that all of your products are defective?" Th

Received defective coffee table that should have never left the factoryAfter lots of assurances and a platinum protection plan when we purchased their first offer to keep the table was $When I refused that they offered I would be allowed to return the table only if it did not get damaged in transportSo they make a defective piece of furniture and allow it to get to my home and now I have the responsibility to get it back to them undamagedIt is a mile round tripThe protection plan did not cover the defectThe plan was sold as covering pet damage which after reading other reviews this seems to be a sales tacticUnfortunately the reply to one complaint confirmed the plan does not cover pet damageWhen I said I would return it for a refund they explained there was a 12% freight fee back to the factoryThey then later told me they would resell the furniture in the storeProblem one is charging a customer to return a defective tableI would understand if I wanted to return the table because I did not like it or it did not fit into the room but this table looks like the person staining it was drunkProblem two is charging for freight back to the factory when they intend to resell it in the storeTo save me a hour drive I accepted the and cancelled the platinum planApparently that resolution is more important to this company than my continued business and referralsThere also appears to be a white lie in Ashley's advertisingParaphrasing they say "Made by us and sold by us, cutting out the middle man"Wellsville owns Ashley home stores in different statesThe store nearer where I live are owned by someone elseI should be able to return the table to any Ashley store but since they are owned by different companies I can notSo the ads are at best misleading in my opinionI have a retail business and in the years of operation we have zero complaints with Revdex.comThis business looks to be averaging complaints a moth lately