This letter is in response to the above referenced complaint filed by Mrs [redacted] regarding the concerns with the storage bed delivered on 08/25/After speaking with our Customer Care Center manager regarding Mrs [redacted] ’s concerns with the assembly of her bed and the time frame for repair, I am confident we can resolve Ms [redacted] ’s concerns to her satisfaction We thank Mrs [redacted] for bringing her concerns with the assembly repair time frame to our attention and we agree that this time frame was unacceptable Jeff K., who manages our delivery services, went to Mrs [redacted] ’s home on 9/5/and discovered that the bed was not improperly assembled, but actually has a manufacturering defectHe was able to remedy the assembly of the bed adequately to make it usable for Ms [redacted] ’s daughter Our Customer Care Center has reordered a new headboard, footboard and storage drawers to repair the bedMrs [redacted] is scheduled for exchange of these pieces on 10/05/ We are confident that the Better Business Bureau will find this response satisfactory and that it will serve to close this complaint Sincerely, Audra D/ Corporate Communications
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
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 do not understand how gluing a small block to the FRAME of a chair is considered reasonable or to standardsIF this is a good standard to them there should be concern with this company and the quality of the furniture they sellI cannot fathom that it is considered good practice to glue a small block to the frame and say that is enough support to last plus it is very concerning that this furniture is only months old for this to happenI even talked to the Ashley Furniture store I bought this at and their reaction was the same as mineThey thought more would would have done to the chair since it was on the frame and that it did not look like it would hold upThe store eve said that I should demand a new chairI am very concerned that this company is taking advantage of people and I do not think that it is right to doStating that they fixed it to showroom standards when if that chair was like that in their showroom it should throw up much concern to what they are doing 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 Ashley Furniture took very good care of us & we are getting new furniture Regards, [redacted] ***
This letter is in response to the above referenced complaint filed by Mr [redacted] concerning his experience shopping in our [redacted] , PA Ashley Furniture HomeStoreFirst, we would like to shed some light on what transpired in the showroom when Mr [redacted] came in to purchaseThen, we’ll review our resolution for the customerMr [redacted] had been working with his salesperson, Laura, for about a week and was deciding between purchasing from us and another furniture storeWe offered him a discount and reduced delivery to help Mr [redacted] make his purchase with Ashley Furniture HomeStoreHe had an appointment with Laura on Saturday, July 18th, however; that same day, a notification went out to our showrooms that the [redacted] collection had been discontinuedWhen this happens, Ashley Furniture HomeStore has to look at all open orders (customers who have already purchased and are awaiting delivery) to ensure we can either get them new product or fill their orders with the remaining floor modelWe called the customer with the existing order and this customer stated that rather than risking not getting his sofa, he would opt to purchase the floor modelLaura, Mr***’s sales associate, was unaware of the set being discontinued and of what had transpired on SaturdayWhen she processed the order for Mr [redacted] on Sunday, she was unaware there would be any concerns with ordering new product Since we did not have the furniture he was interested available to sell, we offered a generous discount and to help him reselect something similar to what he originally picked outWe understood that Mr [redacted] was unhappy, but we did our best to offer a resolution to earn Mr***’s businessWe were disappointed to hear of Mr***’s impression of his shopping experience and asked that our Director of Sales, Mike P., reach out to Mr [redacted] to discuss his concerns and see if there was anything we could do to earn his businessAfter exhausting all options to get Mr [redacted] the furniture he is interested directly from the factory, we located one new sofa in one of our NY showrooms and have arranged for this sofa to be transferred to our Pennsylvania Distribution Center in [redacted] , PA on August 3rd When it arrives in this facility, MrPwill call Mr*** so that he can have opportunity to come in to inspect the sofaWe are also in the process of trying to find him a new recliner, but if we cannot we do have a floor model available for purchase that is being held for him Additionally, we’ve offered Mr [redacted] a generous 30% discount off of the retail value of the furniture 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
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 [redacted] 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 [redacted] 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 [redacted] 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 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 Revdex.com spoke to consumer and the following was relayed: They did pick up the furniture but they have not refunded my card yet 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] The response states "If the customer is not happy with the mattress they may re select into another mattress of equal value, as is stated on the paperwork Mr [redacted] had initialed and received on delivery." I never received any paperwork on the delivery date I just electronically signed a phone to say the mattress had been delivered The response further states "Since it is noted the credit is for a mattress of “equal value” no refund or credit will be given The manufacture provides the comfort guarantee for the guests to pick another like valued mattress, not to down grade(Please see attached sales receipt and comfort guarantee)." I disagree with their conclusion I agree the guarantee does say after days you can return the mattress if you are unhappy with it and select another of equal value However, he guarantee doesn't address what happens if your select a replacement that is not of equal value In the absence of specific language in the guarantee I think a reasonable person would conclude that if you selected a replacement that cost more you would pay the difference and if you selected one costing less you would receive some monetary refund The response further states "The comfort guarantee provided by the manufacturer does not offer an option for a refund of any price difference; likewise, if Mr [redacted] had purchased a more expensive mattress he would have been required to pay an upcharge." I disagree with this statement alsoAs I previously stated the comfort guarantee is SILENT AS TO WHAT HAPPENS IF THE REPLACEMENT COST IS DIFFERENT The store has just chosen to draw their own conclusions regarding a replacement price difference and one that only benefits them "We trust the Revdex.com will find we have treated Mr [redacted] fairly and will serve to close his complaint." My complaint is not going awayInteresting to note that the original mattress was a Serta and based on their website if I had purchased it directly from them I could have returned it for a cash refund As for me receiving being provided with a copy of the comfort guarantee at the point of sale I agree that on 11/10/we did purchase a mattress in question After seeing the attachments I see I did sign off on a sort of comfort guarantee When I filed my complaint I didn't remember that fact because I was not given a copy of it when I left the store I signed it at the desk of the sales personWe then proceeded to the front desk to finalize the transaction There I was given a copy of the completed sales document and not a copy of the guarantee My position regarding my complaint is unchanged I still want a refund of my $over payment for this mattress
I purchased a Leather rocker recliner from Ashley Furniture in Mentor, OhioIt was delivered last Saturday without the arms, rescheduled for today, April The delivery men did not even know why they had come, another afternoon spent waitingI was told they would call and give me a possible monetary compensationI decided to just ask to return the chairI was told they would not take the chair back, per the manufacturer,something I was never told at purchase timeI have not even sat in the chairI could return the chair only if I would purchase a similar amount productI now am stuck with this chair, waiting another weeks for the arms for a chair I really don't want now
On March 12, I purchased a sofa with matching loveseat from Ashley Furniture Homestore In addition, at the urging of the sales associate, I purchased the Platinum Ultra - Premium Furniture Protection Plan Service for an additional amount of $I have two children and it seemed a good idea Fast forward to November 2, when I first contacted Ashley regarding having the furniture cleaned anticipating Thanksgiving and family I spoke with Candice who patched me in with the Service I was assured someone would call me to set an appointment within the week On November 14th I called again because I hadn't heard from anyone and spoke with a Juanecia who again assured me the technician would be calling to schedule an appointment On November 30th I called again and spoke with Ruth who apologized and said I would be contacted by that evening Please note that Thanksgiving was already over but I had hopes for Christmas On December 8th I called again and aske
I ordered living room furniture and a mattress set from them on 11/16/ Delivery date was set for 12/3/they called me today 11/30/to say they couldn't deliver on 12/3/ The reason they gave me for not being able to deliver was that this is there busiest time of the year I then told them I wanted to cancel the order as I was moving into my own apartment that day and did not have any furniture and I would go elsewhere that could deliver to me by Saturday At that point they told me they would see if they could "maybe" deliver the mattress set and that someone would call me back about it My question is since they did not hold up their end of the contract can they still charge me a cancellation fee?
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 concernsOn September 20, 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, 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 tablesHowever, 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
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaintAshley Furniture's understanding that the event was not appropriately handled and took way longer than reasonable is satisfactory; however, its offer of $is notThat figure represents the value of the two pieces of furniture at issue, but does not value the numerous days of aggravation and time that we had to re-schedule plans to ensure that we were home for deliveries and repairs due to Ashley Furniture’s own negligenceReview my original letter and how many events there were that were both repetitive and unresolved for an unfathomable amount of timeAs noted in that letter, Ashley Furniture's valuation improperly takes into account the discount we received at the time of purchase, which is irrelevantThe value also fails to take into account all of the aggravation that we endured due to Ashley Furniture’s negligenceIt also fails to account the interest that accrued on the account during the resolution of this matter (both legal interest from the date of loss that we are entitled to and the interest to the financing company that we are similarly entitled to)We had previously sought $1,200, which reasonably represented the lost time, aggravation, and poor customer serviceInnumerable hours went into resolving what Ashley admits was a very poor circumstanceTo account for all of the aggravation, and to release and disclaim this matter, and in consideration of avoiding alternative remedies, we would accept $ A refund to the finance company is not sufficient Any settlement is to be sent via check to me directly 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 Regards, [redacted]
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
On 05/31/my wife and purchased among other items, a sofa and loveseatWithin a few months, the material began to come off of both itemsI went to Ashley Furniture Homestore with photos of the sofa and loveseat showing how the material was deterioratingI was told that they would pass this on to the manufacturer (Montage Furniture)Ashley Customer Service told me to contact Montage Customer Service, which I didMontage sent a diagram form where I could show the problem, to show the repair departmentMontage Furniture replied that since we, the customer, did not cause the damage, they would not send anyone to our home o inspect the furnitureAt the time of purchase, it was suggested that for another $100.00, we would have a year warranty on our furnitureSo, not only were we sold furniture that falls apart, we also had a worthless warrantyThe warranty is just about to expire, but I want it known how both Ashley and Montage do businessThis furniture is a disgrace, and i
I purchased a living room set from this companyIt was described as the "top of the line" millennium collectionI also purchased the Platinum warranty packageI noticed my sofa sagging in the center and after further investigation realized the frame had split down the middleI contacted the warranty company and was told they don't cover the frame call Ashley FurnitureI called Ashley Furniture and was told the frame was warrantied for year ( I've had the sofa just user 2) and that could have someone come out as a courtesy since I've had the sofa over a yearSomeone came and told my husband a replacement part had to be ordered and it would take 3weeks2weeks later I get a call from Ashley Furniture saying the part isn't available nothing they can doNo store credit, No replacement No NothingI have been trying to contact Corporate just to get we will contact you back and no one calls
purchased a power reclining loveseat that is defective making clanking noises and jerkscalled customer support and they will not send someone out to look at itit was like that the day it arrivedthey just ordered some part and said to call back when I receive it not even knowing if that was the right partI bought it at the Amherst location in ny
I ordered a mattress and box spring in store for queen size bed about a week or so agoIt was delivered on Sat 3/The delivery drivers were about hours behind scheduleWhen they got there, they clearly didn't want to do their jobFirst, they asked if I wanted the mattress upstairsI said yes because I was the only one there and I couldn't do it by myselfThey seemed to be upset they had to bring it upThey then tried to bring the box spring upThey attempted to go up the stairs ONCE and decided it wouldn't work because they were afraid of damaging paint on the hallsI told them I specifically did not paint the halls because I knew they would be delivering, and that I already got one box spring up in the same sizeThey would not attempt again and just left it in the living room blocking spaceThey told me just to contact customer serviceI called today infuriated, stating if they have to do the double foundation in order for them to bring it upstairs, then to do it, bu
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
This letter is in response to the above referenced complaint filed by Mrs [redacted] regarding the concerns with the storage bed delivered on 08/25/After speaking with our Customer Care Center manager regarding Mrs [redacted] ’s concerns with the assembly of her bed and the time frame for repair, I am confident we can resolve Ms [redacted] ’s concerns to her satisfaction We thank Mrs [redacted] for bringing her concerns with the assembly repair time frame to our attention and we agree that this time frame was unacceptable Jeff K., who manages our delivery services, went to Mrs [redacted] ’s home on 9/5/and discovered that the bed was not improperly assembled, but actually has a manufacturering defectHe was able to remedy the assembly of the bed adequately to make it usable for Ms [redacted] ’s daughter Our Customer Care Center has reordered a new headboard, footboard and storage drawers to repair the bedMrs [redacted] is scheduled for exchange of these pieces on 10/05/ We are confident that the Better Business Bureau will find this response satisfactory and that it will serve to close this complaint Sincerely, Audra D/ Corporate Communications
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
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 do not understand how gluing a small block to the FRAME of a chair is considered reasonable or to standardsIF this is a good standard to them there should be concern with this company and the quality of the furniture they sellI cannot fathom that it is considered good practice to glue a small block to the frame and say that is enough support to last plus it is very concerning that this furniture is only months old for this to happenI even talked to the Ashley Furniture store I bought this at and their reaction was the same as mineThey thought more would would have done to the chair since it was on the frame and that it did not look like it would hold upThe store eve said that I should demand a new chairI am very concerned that this company is taking advantage of people and I do not think that it is right to doStating that they fixed it to showroom standards when if that chair was like that in their showroom it should throw up much concern to what they are doing 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 Ashley Furniture took very good care of us & we are getting new furniture Regards, [redacted] ***
This letter is in response to the above referenced complaint filed by Mr [redacted] concerning his experience shopping in our [redacted] , PA Ashley Furniture HomeStoreFirst, we would like to shed some light on what transpired in the showroom when Mr [redacted] came in to purchaseThen, we’ll review our resolution for the customerMr [redacted] had been working with his salesperson, Laura, for about a week and was deciding between purchasing from us and another furniture storeWe offered him a discount and reduced delivery to help Mr [redacted] make his purchase with Ashley Furniture HomeStoreHe had an appointment with Laura on Saturday, July 18th, however; that same day, a notification went out to our showrooms that the [redacted] collection had been discontinuedWhen this happens, Ashley Furniture HomeStore has to look at all open orders (customers who have already purchased and are awaiting delivery) to ensure we can either get them new product or fill their orders with the remaining floor modelWe called the customer with the existing order and this customer stated that rather than risking not getting his sofa, he would opt to purchase the floor modelLaura, Mr***’s sales associate, was unaware of the set being discontinued and of what had transpired on SaturdayWhen she processed the order for Mr [redacted] on Sunday, she was unaware there would be any concerns with ordering new product Since we did not have the furniture he was interested available to sell, we offered a generous discount and to help him reselect something similar to what he originally picked outWe understood that Mr [redacted] was unhappy, but we did our best to offer a resolution to earn Mr***’s businessWe were disappointed to hear of Mr***’s impression of his shopping experience and asked that our Director of Sales, Mike P., reach out to Mr [redacted] to discuss his concerns and see if there was anything we could do to earn his businessAfter exhausting all options to get Mr [redacted] the furniture he is interested directly from the factory, we located one new sofa in one of our NY showrooms and have arranged for this sofa to be transferred to our Pennsylvania Distribution Center in [redacted] , PA on August 3rd When it arrives in this facility, MrPwill call Mr*** so that he can have opportunity to come in to inspect the sofaWe are also in the process of trying to find him a new recliner, but if we cannot we do have a floor model available for purchase that is being held for him Additionally, we’ve offered Mr [redacted] a generous 30% discount off of the retail value of the furniture 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
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 [redacted] 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 [redacted] 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 [redacted] 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 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 Revdex.com spoke to consumer and the following was relayed: They did pick up the furniture but they have not refunded my card yet 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] The response states "If the customer is not happy with the mattress they may re select into another mattress of equal value, as is stated on the paperwork Mr [redacted] had initialed and received on delivery." I never received any paperwork on the delivery date I just electronically signed a phone to say the mattress had been delivered The response further states "Since it is noted the credit is for a mattress of “equal value” no refund or credit will be given The manufacture provides the comfort guarantee for the guests to pick another like valued mattress, not to down grade(Please see attached sales receipt and comfort guarantee)." I disagree with their conclusion I agree the guarantee does say after days you can return the mattress if you are unhappy with it and select another of equal value However, he guarantee doesn't address what happens if your select a replacement that is not of equal value In the absence of specific language in the guarantee I think a reasonable person would conclude that if you selected a replacement that cost more you would pay the difference and if you selected one costing less you would receive some monetary refund The response further states "The comfort guarantee provided by the manufacturer does not offer an option for a refund of any price difference; likewise, if Mr [redacted] had purchased a more expensive mattress he would have been required to pay an upcharge." I disagree with this statement alsoAs I previously stated the comfort guarantee is SILENT AS TO WHAT HAPPENS IF THE REPLACEMENT COST IS DIFFERENT The store has just chosen to draw their own conclusions regarding a replacement price difference and one that only benefits them "We trust the Revdex.com will find we have treated Mr [redacted] fairly and will serve to close his complaint." My complaint is not going awayInteresting to note that the original mattress was a Serta and based on their website if I had purchased it directly from them I could have returned it for a cash refund As for me receiving being provided with a copy of the comfort guarantee at the point of sale I agree that on 11/10/we did purchase a mattress in question After seeing the attachments I see I did sign off on a sort of comfort guarantee When I filed my complaint I didn't remember that fact because I was not given a copy of it when I left the store I signed it at the desk of the sales personWe then proceeded to the front desk to finalize the transaction There I was given a copy of the completed sales document and not a copy of the guarantee My position regarding my complaint is unchanged I still want a refund of my $over payment for this mattress
I purchased a Leather rocker recliner from Ashley Furniture in Mentor, OhioIt was delivered last Saturday without the arms, rescheduled for today, April The delivery men did not even know why they had come, another afternoon spent waitingI was told they would call and give me a possible monetary compensationI decided to just ask to return the chairI was told they would not take the chair back, per the manufacturer,something I was never told at purchase timeI have not even sat in the chairI could return the chair only if I would purchase a similar amount productI now am stuck with this chair, waiting another weeks for the arms for a chair I really don't want now
On March 12, I purchased a sofa with matching loveseat from Ashley Furniture Homestore In addition, at the urging of the sales associate, I purchased the Platinum Ultra - Premium Furniture Protection Plan Service for an additional amount of $I have two children and it seemed a good idea Fast forward to November 2, when I first contacted Ashley regarding having the furniture cleaned anticipating Thanksgiving and family I spoke with Candice who patched me in with the Service I was assured someone would call me to set an appointment within the week On November 14th I called again because I hadn't heard from anyone and spoke with a Juanecia who again assured me the technician would be calling to schedule an appointment On November 30th I called again and spoke with Ruth who apologized and said I would be contacted by that evening Please note that Thanksgiving was already over but I had hopes for Christmas On December 8th I called again and aske
I ordered living room furniture and a mattress set from them on 11/16/ Delivery date was set for 12/3/they called me today 11/30/to say they couldn't deliver on 12/3/ The reason they gave me for not being able to deliver was that this is there busiest time of the year I then told them I wanted to cancel the order as I was moving into my own apartment that day and did not have any furniture and I would go elsewhere that could deliver to me by Saturday At that point they told me they would see if they could "maybe" deliver the mattress set and that someone would call me back about it My question is since they did not hold up their end of the contract can they still charge me a cancellation fee?
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 concernsOn September 20, 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, 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 tablesHowever, 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
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaintAshley Furniture's understanding that the event was not appropriately handled and took way longer than reasonable is satisfactory; however, its offer of $is notThat figure represents the value of the two pieces of furniture at issue, but does not value the numerous days of aggravation and time that we had to re-schedule plans to ensure that we were home for deliveries and repairs due to Ashley Furniture’s own negligenceReview my original letter and how many events there were that were both repetitive and unresolved for an unfathomable amount of timeAs noted in that letter, Ashley Furniture's valuation improperly takes into account the discount we received at the time of purchase, which is irrelevantThe value also fails to take into account all of the aggravation that we endured due to Ashley Furniture’s negligenceIt also fails to account the interest that accrued on the account during the resolution of this matter (both legal interest from the date of loss that we are entitled to and the interest to the financing company that we are similarly entitled to)We had previously sought $1,200, which reasonably represented the lost time, aggravation, and poor customer serviceInnumerable hours went into resolving what Ashley admits was a very poor circumstanceTo account for all of the aggravation, and to release and disclaim this matter, and in consideration of avoiding alternative remedies, we would accept $ A refund to the finance company is not sufficient Any settlement is to be sent via check to me directly 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 Regards, [redacted]
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
On 05/31/my wife and purchased among other items, a sofa and loveseatWithin a few months, the material began to come off of both itemsI went to Ashley Furniture Homestore with photos of the sofa and loveseat showing how the material was deterioratingI was told that they would pass this on to the manufacturer (Montage Furniture)Ashley Customer Service told me to contact Montage Customer Service, which I didMontage sent a diagram form where I could show the problem, to show the repair departmentMontage Furniture replied that since we, the customer, did not cause the damage, they would not send anyone to our home o inspect the furnitureAt the time of purchase, it was suggested that for another $100.00, we would have a year warranty on our furnitureSo, not only were we sold furniture that falls apart, we also had a worthless warrantyThe warranty is just about to expire, but I want it known how both Ashley and Montage do businessThis furniture is a disgrace, and i
I purchased a living room set from this companyIt was described as the "top of the line" millennium collectionI also purchased the Platinum warranty packageI noticed my sofa sagging in the center and after further investigation realized the frame had split down the middleI contacted the warranty company and was told they don't cover the frame call Ashley FurnitureI called Ashley Furniture and was told the frame was warrantied for year ( I've had the sofa just user 2) and that could have someone come out as a courtesy since I've had the sofa over a yearSomeone came and told my husband a replacement part had to be ordered and it would take 3weeks2weeks later I get a call from Ashley Furniture saying the part isn't available nothing they can doNo store credit, No replacement No NothingI have been trying to contact Corporate just to get we will contact you back and no one calls
purchased a power reclining loveseat that is defective making clanking noises and jerkscalled customer support and they will not send someone out to look at itit was like that the day it arrivedthey just ordered some part and said to call back when I receive it not even knowing if that was the right partI bought it at the Amherst location in ny
I ordered a mattress and box spring in store for queen size bed about a week or so agoIt was delivered on Sat 3/The delivery drivers were about hours behind scheduleWhen they got there, they clearly didn't want to do their jobFirst, they asked if I wanted the mattress upstairsI said yes because I was the only one there and I couldn't do it by myselfThey seemed to be upset they had to bring it upThey then tried to bring the box spring upThey attempted to go up the stairs ONCE and decided it wouldn't work because they were afraid of damaging paint on the hallsI told them I specifically did not paint the halls because I knew they would be delivering, and that I already got one box spring up in the same sizeThey would not attempt again and just left it in the living room blocking spaceThey told me just to contact customer serviceI called today infuriated, stating if they have to do the double foundation in order for them to bring it upstairs, then to do it, bu
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