Wellsville Carpet Town, Inc.

This compliant encompasses product issues along with warranty and service failure issuesMy husband and I went to Ashley Furniture to purchase a sectional sofa in November The sales person was very quick to sell us a product and even worked with a manager to negotiate with us to purchase that dayWe were told that the sectional we were looking at was a best sellerWe gave our best idea on how many sections we would need because we were not certain of the exact measurementThe sales person, Jack Giblock told us to purchase it all and measure when we got home and if it was not correct the order could be adjusted and they would just credit my bank account the differenceI had to call to set up delivery of the furnitureThey were supposed to contact me to schedule deliveryThe estimated delivery date was 12/5/The delivery date was 12/18/In addition, Ashley held onto my money until December 10thI had to call multiple times to get my credit that was due
In March

This letter is in response to the above referenced complaint filed by MsOlga *** concerning product delivery from our Ashley HomeStore in Amherst, NY. After reviewing the customer’s service history, I spoke with our Customer Care Center manager regarding resolution.Ms*** purchased
her bed on 3/7/and was quoted an estimated arrival time of 14-days for the product to arriveThe estimated time of arrival is noted on her invoice; each customer initials the document to acknowledge their understanding of the anticipated delivery time framesAs a factory-direct furniture retailer, we provide our customers brand new furniture shipped from Ashley Industries, allowing for better quality at a lower price by cutting out inventory overhead costsWe appreciate Ms*** informing us of the three-week time frame she was quoted and we will address this with her sales associate as a training opportunityMs***’s merchandise was delivered on 4/2/16, within our 14-day estimated arrival time from date of purchaseAs for Ms***’s product concerns, we apologize she experienced quality concerns with the headboard delivered on 4/2/When the headboard left our distribution facility, it was noted to be in excellent conditionThe headboard was apparently damaged in transit to the home; it is certainly not our intention to deliver damaged productThe delivery drivers noted that the top of her headboard was damaged on delivery, but they were still able to assemble the bed for useWe’ve attached a photo of the bed fully assembled to show it was usable, though the headboard needed to be replacedOn 4/6/16, we reached out to Ms*** regarding the headboard and scheduled delivery. While Ms*** requested an early delivery, our team was unable to accommodate this late request as our routes and schedules are carefully choreographed based on orders, traffic, etcThe customer requested to cancel delivery for 4/23/When our trucks are routed for delivery, we spend several days prepping the product and arranging it in order of delivery to be loaded on the truckOur $rescheduling fee is to avoid last minute cancellations that can disrupt the delivery schedule in a given dayIn Ms***’s case, given the product concerns, we should have waived this fee and apologize for further upsetting Ms***At this time, Ms*** requested to cancel the sale and return the furniture given her experience thus farWe have scheduled Ms*** for furniture pickup on 5/16/and are disappointed to hear of her experience and ultimately losing her as a valued customerOnce the merchandise is picked up from Ms***’s home, we will issue full refund to the credit card used for this purchase. Please note that refunds can take 7-business days to post to the customer’s account. We apologize to Ms*** for her overall experienceIf she is ever in need of further assistance, we invite her back to our Amherst, NY location and have alerted Wesley ***, General Sales Manager, of her experience to ensure he would personally care for her needs in the future, should she give us another opportunity to earn her businessI trust that the Revdex.com will find our response to this complaint satisfactory and will serve to close this complaintSincerely, Audra *** / Corporate Communications

Purchased a year warrantyCouch started sagging in middle on the third yearI flipped it over to find most of the nails missed the mark during manufacturing and the wood frame brokenCalled Achley and they sent a repair guy but he could not fix itThey then said they will have to send it to there shop to do the repaired after two weeks of nothing to sit on the couch came back still sagging in the middle no improvement, if not worse
They missed the dilivery day, after I called off from work to be home for the dilivery and finally calling them to find out where is my couch they tell me " sorry it didn't make it on the truck how about tomorrow"...sure I have nothing better to do then call off from work and wait two days to get my couch back
Customer service is a joke...rude, didn't want to be bothered, and I was told nothing lasts for ever its year old, well how about my year warranty!!!! These people are selling "piece of mind" warranties if the frame brakes and it can't b

I purchased a sectional with them on October 5th I was told that they do not hold any product in their store (we have shopped with them previously and knew this) that they would need to order itWe went in prior to our home closing and ordered the sectional for 2,000$I called the next day and scheduled the delivery on October 23, (days later) I had taken a day off in order to accept delivery and the day prior to delivery, they tell me that the love seat (the middle of our sectional) had arrived to their store damaged, and was not safe to deliverSo they said that they would "rush order" a new oneI accepted the partial delivery and told the person on the phone that I wanted a reimbursement of the delivery fee (150$) for the inconvenience They told me that they would call me back that night, which they never didI emailed corporate who informed me they were a franchise and I would need to contact the store direct, which the number they gave me led me back into their customer service hotlineThe day after delivery, Oct 24, they told me that the soonest they could get me the love seat was Nov 7th! (days after purchase)I called that hotline back and complained to the person about the delivery timeline and asked for compensation because this was ridiculousShe then told me that should could get me the love seat by Nov 3rd (days after purchase) when they had just told me that they could only do the 7thShe also informed me that the max compensation she could give me is 50$ or 75$ store creditI told them to give me the 50$ because I would not be shopping there againThey told me that they do not see this as an inconvenience as they are still delivering within their day window (which they are not by day)I have reached out to corporate again to no responseThis is just the worst experience I have ever had and would recommend going elsewhere

Wellsville Carpet Town Inc
September 29, 2015 The Revdex.comBryant Woods SouthAmherst, NY 14228Re: *** ***Complaint ID #: *** Dear ***: This letter is in response to the above referenced complaint filed by Ms*** *** concerning her revolving credit account opened with *** ***After speaking with our store manager in Westons Mills, I’m able to shed some light on what transpired and how we can assist Ms*** in closing her line of credit. Ms*** shopped at our Ashley Furniture HomeStore in Westons Mills on September 16, While shopping in our showroom, Ms*** was assisted by our store manager, Chris M In the shopping process, she requested a credit check to see if she’d be able to finance the furniture she was interested in purchasing By completing *** ***’s credit application, providing identification and signing the application, Ms*** gave our 3rd party lender, *** ***, authorization to process the application and open a line of credit if approved The application was approved immediately, therein opening a line of credit with *** While opening a line of credit gave Ms*** the option of purchasing immediately, a purchase was not made and is not required, and the account may be closed at any time. To address her concerns with commission or credit given to the sales associate, we don’t offer compensation or incentives to our employees for processing applicationsWithout a purchase using the line of credit, the sales associate does not benefit whatsoever from the transactionWhile financing is offered by a third party, we are happy to assist Ms*** in closing her line of credit, however; since this line of credit is in the customer’s name, we are not able to close the account on her behalfWe invite Ms*** to contact *** directly at ***, and they can assist with closing the account 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 filed by Ms*** *** concerning delayed delivery of furniture from our Ashley HomeStore in Mentor, OH. After reviewing the customer’s order history, I spoke with our Guest Relations Center manager regarding her concerns. Ms
*** purchased a sofa on 4/26/and we scheduled delivery on 5/24/per the customer’s request for this dateWe quote customers an estimated wait time of 14-daysproviding a great savings on our products offering factory direct pricesWhen we were reviewing Ms***’s furniture order preparing for her original delivery date, we discovered that her sofa was on delay from the manufacturerWe notified Ms*** of the delay and did all we could to ensure her product would arrive as soon as possible. Understanding this delay was not up to Ms***’s expectations, we immediately rescheduled Ms*** for delivery three days after her original delivery date on 5/27/Ms*** received a successful delivery on 5/27/16. I trust that the Bureau will find this response satisfactory and will serve to close this complaint. Sincerely,Audra *** / Corporate Communications Alberta Drive Amherst, NY

I ordered furniture on 11/18/18, I was advised that it would be delivered by 12/19/Today, 12/12/18, I received a call that said it "may be delivered" by 1/3/Because the "parts weren't in to make my furniture"This isn't correctThey have a warehouse in Batavia, NY where they store the furniture

Taking back the below reviewTHIS HAS BEEN THE WORST EXPERIENCE OF MY ENTIRE LIFEDo not buy from this storeDelivery was terrible and is still an on-going processDelayed furniture, lying customer service reps, huge run-arounds, damaged furniture (literally every piece I bought), and horrible communicationI cannot wait for this nightmare to be over, thank you Ashley for ruining my Holidays and not allowing for me to have family overDO NOT TRUST ANYTHING THEY TELL YOUStill waiting for the gift card I was promised tooAll liesFinally my table came today, after I called customer service servea times last week, and it is damaged as well, even worse than the damages on my other pieces of furnitureThey offer half baked solutions to my problems, barely any compensation for furniture I am paying full price for that is all damaged, and they keep offering me gift cards when I never received the first one I was promisedTheir customer service department also lies about who is a m

I purchased a couch and love seat in Sept for around $ Starting April I starting calling and complaining that my love seat was broken I had a tech come to "fix" my couch on 4/8/ The Tech noted on the order form that the foam was the issue The tech installed the foam incorrectly and stuffed it wrong and drilled it in wrong messing up the integrity of the couch On 5/1/a tech came out again and stated that I needed something to be replaced and that a new service date was needed On 5/13/a tech came out and said that he replaced seat casing and seat cores Then stated that another seat casing and seat core was neededOn 6/25/ tech came to replace seat casing and coresOn 5/6/a Tech was sent out and stated other seat parts than what was delivered was neededOn that day we informed the tech that the couch was shifting and the frame was coming off the couch on 6/27/A service called was made with no action from company
The problem is is t

I ordered a bedroom set and received a $gift card because of itWhen one of the dressers came damaged I refused to accept itThey also brought a second damaged dresser which I also refusedThe third one was the best out of the three the drawers where missalligned but I accepted itI went to use my gift card and they deactivated itAfter talking to customer service it was because I refused the damaged dresser
Also I ordered the protection plan and coincidentally that same dresser I finally accepted the whole face of one of the drawer came offWhen I tried to make a claim they stated that it was not covered and that the other damage on the furniture was wear and tearSo I am pretty sure that is their excuse to get out of any claimsI was told because I tried filing a claim even though it was not fixed I will not get my money back on the protection plan eitherThis amount is suppose to be returned to you if you do not use itWhich I did not use it I only tried to b

Purchased a sofa from Ashley in August 2018, it was delivered on the 6th of September Just two weeks after delivery I could see two of the sofa seating pillows was starting to sag quite a bit and the fabric was visually very loose ad wrinkling I phoned the store and asked to speak to a manager, which I did I explained the problem he phoned the New York office placed me on hold while he phoned the NY facility then returned to the phone and told me that they would be sending out new pillows in two weeks Well the time came and went I placed another call to the store manager and was referred to the NY store I was told they didn't have the color I needed but would have it to me (again) "in two weeks" Again, nothing When I phoned the Mayfield Heights store in early November, I spoke with one of the young lady's in the office there and asked to speak to the manager She told me she would have someone call, that never happened Went to surgery the third week of November and

I financed furniture from ashleys homestore in north canton ohio, aside from the other issues I have had trying to get another part of this order my complaint is about one item in particularI ordered a T.V sand with fireplace insert, I drove to the distribution center in *** *** ohio on my way to moving to my new home hours awayI received t.v stands and no fireplace insertI called the store and was told they would have someone pick up the incorrect item and deliver he correct item and adjust my charges to the difference between the productsI got a call later telling me they do not deliver to my city and I would have to pay to rent a truck and return the wrong item hours back to the distribution center and pick up my item with no reimbursement or compensationThen I was told there is nothing that can be done since they don't deliver thereI do not feel as the customer I should be responsible for paying for the companies negligence and mistakeI have been of

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. I can assure you that I never received a missed call or message from Ashley Furniture Store on 6/5/ MrDavid *** never informed me that the bed was broken or defective I saw a chair during the sale event whose price tag stated that it was broken This bed frame's price tag has no warning on it He allowed me the opportunity to use his personal cellphone to call my mother to inquire about her buying the adjustable bed I told him that she is elderly, but works part-time at a store, standing for many hours The base of the bed had two broken legs, not just one One steel leg was completely broken off and replaced with a wooden leg from another piece of furniture The other leg was peeled back from the frame like an open can of sardines There is no way that anyone could fully use this bed in this condition, let alone an elderly heavy set woman Ashley furniture warehouse employees wrapped the bed up in plastic right away, and loaded everything in the rental truck, so there was no way for me to see the damage before it was loaded. Before leaving the warehouse event, I asked Mr*** and his assistance if they needed my address to have the permanent supporting bracket for the mirror shipped to me I became instantly suspicious when she assured me that she did, even though she was nowhere near where the receipts were kept, nor knew my name or mailing address My suspicions were correct, neither he nor her kept their promise, nor did I hear from anyone else after contacting him repeatedly It surprises me that this is the way Ashley's upper management treats their customers, by being deceptive I received a phone call the day after the bed was picked up, promising me that the supporting bracket will be shipped to me I have not received it as yet It is now two months that I've waited for this bracket, and my son is not able to use his mirror. Regards, *** ***

I purchased a chair and a couch from Ashley Furniture There were multiple quality issues after the furniture was delivered We called customer service and requested our money back, we were told no, they wanted to repair the items They decided to replace our couch and repair our chair The parts for the chaiir were sent to the wrong address They delivered a new couch, it came with a bent frameWe reported the issue and again asked for our money back, again we were told no, they want to repair They sent the parts for the chair and the couch We called to have the repair scheduled and were told there were no available times for our repair, they would try to find a date to make the repair I called Ashley, again I clearly asked to return the furniture and get my money back I was told no, they want to repair Meanwhile my furniture is damaged, my warranty is ticking away and I still just want my money back

I wanted to provide further information regarding the complaint that I filed yesterday.I attempted to reach their customer care center by phone again yesterday and asked for a manager, they refused to let me speak to oneThey said the manager would give me the same answerAlso, date of purchase -
12/29/15. Delivery was not until mid February. Price $3088.81. For this type of money this should be real leatherIt was advertised as real leatherAnd real leather would not scratch, rip and tear and wear off like it has in months.I am requesting that they offer repair, even if at my cost, or they just come and take it and give me a full refundThey misadvertised their product as leather, and it is notIf they would like to just replace both sofas with new ones that is fine alsoBut doing nothing is not going to work for meNot for this kind of moneyTheir products are very poor qualityI know that now*** ***

see Attached document

This letter serves to address our conversation on September 14, 2017, and the offer you made at that time to attempt to remedy our experienceWhile I am sure you have reviewed the voluminous case notes given our issues from the inception of our order, it bears reiterating for the purposes of this discussion.  By way of background, we placed two orders: the first order was placed in January and consisted of the P*** bedroom set of storage platform bed, dresser, chest, and nightstand, the Alisdair bedroom set with sleigh bed, dresser, andnightstand, as well as a queen convertible sleeper sofa, loveseat, and living room table setsThe second order was placed in February and consisted of a king mattress and Alisdair chestCollectively, the order totaled over $,Both orders were to be delivered on March 11, 2017.  As discussed below, there were numerous issues with various pieces of theorder, the last of which was finally remedied on September 2, 2017, whe

On 8-12-I purchased a sectional sofa which was inappropriately stuffed I thought that maybe filling had shifted in shippingI did call Ashley in October to complaint they sent me some filling and had a representative come he fluffed the backing and took picture and said the problem had been solved and after sitting on the sofa for several more months theIt feels like you have a basket ball in your backI called in June and was told there is nothing they can do, it is wear and tearI am a senior living aloneI can't see how this is wear and tearThis sofa cost me $1,which I am still paying onI have not had it a year yet.  

Unfortunately, on June 7, 2018, I purchased a $*** *** *** Mattress and Bedroom Furniture which included Dresser, Bed Frame, Headboard and Footboard with drawer set, totaling over $ The mattress alone was a separate cost at $plus tax ($1200) and after years of being a loyal *** Furniture customer buying *** * *** FIRM Mattresses, I decided to give Ashley Furniture Home Store a try to my disappointment for Rachel, the sales rep at the Golden Gate Bl, Mayfield Heights, OH location provided information of the quality of the mattress sold to me She stated the *** *** *** is a MEDIUM FIRM and of far greater quality in comfort than a FIRM, but when the mattress arrived, it didn't have the same feel and was NOT A MEDIUM FIRM, but a SOFT, PLUSH and SUNKEN mattress as if it's a USED PRODUCT In addition, the labeling on the mattress only listed SKU numbers, and when I spoke with Ashley representatives, they stated the mattres

We purchased a couch which was delivered to our home 7/24/
We called and reported concerns with the couch making a popping sound in the arm rest and one side seat sunk way lower than the other
On 8/a repairman came and said he had to order parts He removed staples that were left along the back of couch and made a small tear in lower back area of couchWe did not hear anything for a month and I called and then returned to the store and told them how unhappy I wasA Customer service man called me back the next day and said I can't return the couch that they need to give the repair company a chance to fix itI was not happy with the time frame of when the next repair date was scheduled
Apparently the part was NEVER ordered and he admitted that it was an error on Ashley's part and that was part of the delayThe other part of the delay was I did not realize it was my responsibility to phone Ashley and tell them when the part arrived In this modern day I would ASSUME tec