Complaints

This profile includes complaints for Ashley HomeStore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ashley HomeStore

  2901 Lakemont Blvd Fort Mill, SC 29708-0137

  
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  Ashley HomeStore

  11320 Carolina Place Pkwy Pineville, NC 28134-6323

  
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  Ashley HomeStore

  233 Airport Rd Arden, NC 28704-9404

  
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  Ashley HomeStore

  3932 E Franklin Blvd Gastonia, NC 28056-9298

  
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  Ashley HomeStore

  9632 E Independence Blvd Matthews, NC 28105-4628

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a recliner from the Ashley Furniture store at ********************************************************************** (store phone: ************) on 2/18/22 for $919.99. I also purchased a 5 year protection plan for $199.99. The plan covers all parts/labor/repair. In early June 2023, my chair remote started acting erratically. I couldn't recline, the foot rest wouldn't lift up. The chair was essentially useless. I'm recovering from extensive hip surgery, so this is a real problem. I contacted the warranty company at **************** on 6/12/23. I filed a claim on-line. They sent a technician out on 6/16/23. He said the chair remote control was broken and he would order a new one. He said the new part would get to me in 2-6 weeks. This week is the 6 week ***** I called the warranty company. The rep there said the part can actually take **** weeks to get here. UNACCEPTABLE. I haven't been able to use my recliner for 6 weeks, and now the warranty company tells me I can't use the recliner for another 10 weeks? What's the point of buying a $200 warranty if the warranty company can't fix your precast for 16 weeks? THIS IS FRAUD. The 5 ************ rep was terse and offered no apologies. Their number is ************.Ashley needs to either refund my $200 payment for warranty or replace my chair.

  Business Response

  Date: 07/26/2023

  Hello! 

  We apologize for the inconvenience ******************** has endured with his Lift Recliner. In an effort to expedite his claim, we did reach out to the manufacture to see what is causing the delay on the replacement remote but sadly, we are unable to determine where the delay lies. In light of this inconvenience we have refunded ******************** 199.99$ which will be issued as a check refund within the next fourteen business days. ******************** has been given direct contact information to his resolution expert should any other questions or concerns arise. 

  Thank you for bringing this matter to our attention. 
  Ashley Customer Care

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought the couch from Ashley Furniture at the end of January 2023. We called for a repair on 02/17/2023 due the couch making noise and feeling weak in some spots. A service tech came out in March and informed us the couch had 3 defective seat bases. He ordered them on his phone while at my house and said they should be delivered in about 2 seeks. He then said to make a call to **************** when they arrived to schedule a tech to come out. Well they arrived in about 2 - 3 weeks. My husband notified Ashley that the parts were delivered and they said they would schedule a tech to come out as soon as possible. A few weeks go by and we hear nothing, so we call again and they have no record that we called before. They scheduled a tech to come out in May but tech no showed after waiting all day. Finally after calling at least 4 - 5x they scheduled a 3rd party tech to come out on July 5. The tech arrived and they left with in 10 minutes because he all the parts were not there and he said he would notify Ashley. I called a week later and Ashley stated they were waiting on tech notes and would be in contact but i never heard from them. Called again 07/18/2023, they stated this should have been taken care of and the lady even said she remembers talking to me multiple times. They ordered the parts today but who knows when the couch will be fixed as we are already past 5 months of waiting. We paid **** for the couch and i would like a full refund. They can have couch back, but I do not want this couch. I have emailed and called so many times and the issue has not been resolved. We will never purchase from Ashley again even though this is our 3rd purchase from them within 5 years. The website states that you can get a refund if you are not happy within 30 days of purchase in which we did notify the company of the issue but they have failed to provide the service.

  Business Response

  Date: 07/24/2023

  To whom it may concern,

  Thank you for bringing this issue to our attention. We have clarified that the return policy for our licensee is not the same as listed online for orders placed through the website. Our Terms and Conditions and conditions were provided to the customer at the point of sale. Our company policy states that there are no returns/refunds allowed once the delivery/pick-up is accepted. We have reached out to the customer with the following options and are currently waiting for a response.

  Option 1: Keep the current pending part order/service. Once completed, we can offer you compensation for the issue.
  Option 2: We can offer an even exchange of the damaged items.
  Option 3: We can offer a reselection exchange of the entire sectional.

  Thank you,

  Ashley Customer Care

• Initial Complaint

  Date:07/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/25/ 2016 we purchased some furniture for $4321.18. We also purchased a 5 year extended warranty as they pushed it hard suggesting we could get it replaced for free before it expired even for cosmetic issues. At around 4.5 years the large sectional couch was in poor shape and we attempted to get it repaired. After countless emails and phone calls to the warranty company we never heard anything from them. I was very frustrated so I went into the store. They apologized and informed me that my unused warranty would turn into a store credit I could use for something else. This made me feel a little better about it as I felt completely scammed by ****** Furniture for this. On July 1st I went in the store to attempt to use my credit and was informed that my credit had expired even though previously I was told it would not expire. The person in the store was confused as well as they told me that they don't know why it expires because the credits like this are not supposed to expire. On July 3rd I called customer service *************) and the rep I spoke with was not helpful at all. She told me the credit expires a year after the warranty which I had never been told before. It would have been fine if I had of just known that but I didn't. To me it feels like Ashley Furniture is knowingly scamming people into buying warranties that are not usable and then lying to customers about being able to use it as a future credit to calm them down when they realized they got scammed by a fake warranty. I would like a refund for the amount I paid for the warranty.

  Business Response

  Date: 07/06/2023

  Hello All,
  Thank you for bringing this matter to our attention. This matter is resolved. We have spoken with ************** and refunding her  ****** for her protection plan. Ms. *********** is satisfied and no further action is required.
  Kind Regards,
  Sherika 

• Initial Complaint

  Date:06/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the beginning of June, I ordered for counter height stools. I attempted to order through the website, which was not working. I had to order through a live chat agent. Prior to delivery of my items I attempted to cancel the order on their website, which did not allow me to do so. my product was supposed to be delivered with me at home with the items on assembled. The items were delivered while I was not at my home. They were assembled, and they were is assembled improperly to add onto that. The delivery person forged my signature, which I have one video camera And I have been trying to return these tools since I purchased them at the beginning of June. They keep telling me someone will call me back and nobody ever does. I am stuck with four stools at around $360 that are sitting in my garage Taking space because they refuse to acknowledge their illegal forgery of my signature and delivery and will now not returned any of my phone calls. They refuse to give me a corporate email. One associate says they always deliver assembled furniture. Another says assembly is not offered. They lie each time I speak to them.

  Customer Answer

  Date: 06/21/2023

  I ordered my product through the Live Chat feature on Ashleyfurniture.com. 
  Im told by Ashley repress that the people who work through live chat are corporate personnel. Emails Ive received came from ********* Ashley Team.  Thats all they sent me. I have added the forged signature and delivery picture from inside my garage which was that day. 

  Business Response

  Date: 06/21/2023

  While we regret the issues that this consumer is having, this is not one of our customers. He ordered online and lives in ************** which is not in our trade area. We are independently owned and operated and have stores in Beaumont, ********* and ******* *****. 
  Thank You

  Management  

  Business Response

  Date: 06/26/2023

  Thank you for forwarding the guest's concerns to us.  We're sorry to hear that our guest has had difficulty trying to cancel the order, then having the stools delivered improperly assembled.  We are very pleased to inform him that we have approved a return of the stools, which is tentatively scheduled for pick-up on June 30.  (Should the guest need to schedule for a later date, he should call us at ************** to reschedule.)  We will contact him approximately 48 hours in advance to provide the estimated three-hour window in which he may expect our team to arrive.

  Once the stools have been returned, we will process a refund to his original method of payment.  Processing may take approximately **** business days.  We look forward to completing this resolution for the guest as quickly as possible.

  Kindest regards,

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased a power sectional sofa recliner set and two power bed frames for $4,488.76 at Ashley Homestore 1508B *********************. ***********, ** ***** on 02/19/22. Sales order #**********. I purchased a 5 year extended warranty.One of the reclining sections power switch quit working on 02/13 /23. I called ************** for repair. A repair was scheduled for 04/08/23, almost two months later. The technician came but the right part he needed was missing from the parts that Ashley sent. I then had to call and schedule another appointment, which was scheduled for 06/07/23, another two months later. On this date no one came and no one called to let me know. I called Ashley again and they said I would have to start the whole process over again, which is that a technician would call in 7 to 14 days to schedule an appointment. I asked to talk to someone else to try and resolve this and on 06/09/23 I talked to ******** who said she was over the service department. I told her I wasn't waiting another two months for a repair as it had already been four months with the recliner, all the way reclined out and in the way and not being able to use it at all. She said she would look into it. Today, 06/19/23, six business days later I still haven't heard anything so I called and talked to three different people all with the same answers that they could only wait to hear and take my chances the repair may be sooner or they could have it done in house 07/22/23. I told them there are always options, they could replace it, refund it, or have a private company repair it and they just repeat the same scenario over and over. A technician will call in **** business days and schedule a repair. Thank you for any help you can give me. I just would not have thought such a well known company could be so irresponsible. I understand since Covid everything has been affected and it takes longer to get parts and service but after this long a company should figure out another solution.

  Business Response

  Date: 06/27/2023

  Hello!

  Thank you for bringing this matter to our attention. We apologize for the delay in response. We have attempted to contact *************** but have been unable to contact her.

  Thank you for your assistance on this matter. 
  Ashley Customer Care

  Customer Answer

  Date: 06/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a table December 15, 2022. I waited patiently for it to be delivered. When it was delivered, along with other items I received from Ashley Furniture, it was told to ** that it was a "do it yourself table and they would not be delivering, but dont worry its easy" Upon trying to put it together it was damaged and warped parts on the table. We asked Ashley why wasnt it assembled, with no real good answer as to why. We spent over $15,000 on furniture, moved from ****** to *******, and paid for a service we did not receive. ****** would not let us return the damaged table, but instead, made us wait for 5! months until parts were received from a warehouse. I called bi weekly, with no real Estimated time of delivery and only to be told its in a warehouse and we dont have the parts. Finally the parts come in **** (original deliver January). But when the workers come to assemble, they notice it is missing parts and this is still wrong. This is **** 9, now we have a damaged table, that has been sitting for months, taking up space and now it still is taking up space, and I get an email today saying we will get a new table on **** 20th. At this point my family and I are tired of waiting, tired of bad service, and deserve an apology, refund, and at the least the table delivered ASAP assembled. The customer service representative told us NO, to taking the trash of the old table and boxes and to wait. Its not fair, we wont be doing business' with Ashley anymore once our cards are paid off.

  Business Response

  Date: 06/13/2023

  Hello **********************,
  
  We apologize for the issues that you are having with your cocktail table.  
  
  Upon reporting the issue, we provided you with a resolution to order parts, which you accepted.  Due to issues with the replacements and assembly, we decided to proceed with the exchange on June 10th with a delivery date of June 20th.  As all merchandise is made to order, we must wait for the unit to arrive from the manufacturer.  
  
  Once again, we apologize for the delay and the overall experience, but we believe we have provided you with the best option within our guidelines.  If you wish to negotiate compensation, you may contact ************* once the exchange has been completed.  Please note, compensation is not mandatory, but is a good will gesture predicated on the merchandise affected.

  
  If you like to discuss this matter further, contact ************* at ************. 

  
  Kind Regards,
  Ashley

• Initial Complaint

  Date:06/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 15, 2023, my wife and I went to the Ashley Furniture store at ***************************************************************** to buy a sofa and love seat. The sales lady (*********) was very helpful. She said it was made in Advance, **. That made the sale. I will always buy ********. My wife was asked to sign a small computer screen so that the furniture could be delivered. We charged it onto our credit card, and left without the receipt. All we had was the quote from *********. The receipt would be sent to **.On May 22, 2023, the sofa and love seat was delivered to our home. As the men were taking the furniture out of the box, I noticed that there was printing on the box Made in *******. As soon as the men left, I called the store about the Made in *******. The man swore that the furniture was made in *******.Later, I did some research on-line, and learned that about 40% of Ashley furniture is made in ******* or *****. There was no mention of this on the Ashley website. I had to go to another site.The sofa was too hard. The sofa in the store wasnt as hard. On June 5, 2023, I called Ashley customer service to return the ********************. They said that they could not accept the return because we signed the Terms and Conditions form which states There are no returns/refunds once a delivery/pick-up is accepted. We never saw the form. It must have been what my wife signed on the small computer screen so that we could get the furniture delivered.On June 5, 2023, I received the sales order (number **********) from Ashley **************** via email which had the Terms and Conditions form with my wifes signature on it. This was the first time we were able to read the document.Because of the unethical sales practices, 1. Lying about where the furniture was made (I would never have bought the furniture if I had known it was made in *******.) 2. Asking my wife to sign a document without explaining what she was signing. We would like to return the furniture for a full refund.

  Business Response

  Date: 06/12/2023

  To whom it may concern,

  Thank you for informing us of this customer's concern. We have confirmed the information and have approved a return of the items.  The return is scheduled for 6/22/23 and a refund for the product and added protection plan will process once the return has been completed. The customer has been notified by email. No additional action is required.

  Thank you,

  Ashley Customer Care

  Customer Answer

  Date: 06/12/2023

   
  I am rejecting this response because: It is not a full refund. They deducted approximately $200.00 from the refund. I shouldn't have to pay for their unethical behavior.
  
  

  Business Response

  Date: 06/16/2023

  To whom it may concern,

  We have reviewed the account and advised the customer that the delivery fee is non-refundable as stated in the terms and conditions.

  Warm regards,

  Ashley Customer Care

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased furniture Ashley Furniture in **** ** at ******************** on May 17th 2023, that arrived defective. Ashley wanted to repair it but there was to many things damaged to repair. Was told they would take back and replace with another set. If that set was also defected was told I would get a total refund. Second set was in same condition and we refused to accept it. Delivery truck was to full to take back both sets. Called sale lady ********************* and was told I would get a refund and to call customer service to get original set picked up. ******** service agent named ******* told me that I was not getting refund and that after accepting furniture that I was stuck with it. We were delivered 2 sets of furniture that were defected and want a total refund from Ashley

  Business Response

  Date: 06/01/2023

  Hello All,

  Thank you for bringing this matter to our attention. This matter is resolved.

  We have spoken with ************** and apologized for the overall experience. A return pick-up for the chair and sofa chaise is scheduled for **** 3rd.
  Once the return is completed a refund will be submitted for merchandise and the protection plan.

  ************** is satisfied and no further action is required.
  Kind Regards,

  Sherika  

  Customer Answer

  Date: 06/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I bought 2 couches, a total of 5 sectional pieces on 2/26/23. Our order is under his first name and my maiden name, so under *********************. All 5 pieces were delivered on either March 13th or 14th (can't remember exactly now), but we had two pieces that were damaged so we refused those pieces and were told that we would get a call the next day to tell us when they would come in. We did receive a call the next day, but the person who called could not give us a date for when that delivery would happen. We were told that they didn't have the pieces in the distribution center, they had to be ordered from the warehouse, and because of this they were not able to give a date. I waited approximately 2 weeks and, after not getting any updates/calls, I called them back and asked what was going on. I was told there was no update and that the pieces were still not in the distribution center. Since then I have made 2 more calls and 2 emails that have ended with the same result. I still don't have those pieces over 2 months later and I don't even have an idea of when I might expect to receive them. My second issue is that when we were in the store and sitting on a certain couch, that we wanted to buy because it was so comfortable, the salesman sold us what he said would be "exactly the same" except that what we sat on in the store only came as a one piece couch and what we would be buying would come in sectional pieces so it would fit easier through our door. He said they only other difference would be the stitching. However, these couches are nothing like the couches on the showcase floor. The angles are all different and it is super uncomfortable because of that big difference. They misrepresented the furniture we bought and no one at Ashleys in store, on the customer service line or email is willing to help! I have been complaining to them consistently since two weeks of having the furniture. More to the story, but limited on characters, so that's the gist of it.

  Business Response

  Date: 05/26/2023

  To whom it may concern,

  We have reached out to the customer to inform the customer that the remaining items are scheduled for delivery on 5/30/23. We have offered compensation for the extended delays. We are working with the customer on any additional concerns. We are waiting for direct confirmation from the customer on how they would like to proceed.

  Warm regards,

  Ashley Customer Care

  ************

  Customer Answer

  Date: 05/30/2023

   
  I am rejecting this response because:
  You are still not taking accountability and responsibility for the couches being sold to us as "the exact same" as what was on the showroom floor when they are completely different. I included pictures in attachments in my first message to the BBB to show how completely different the couches are that we were told by our salesperson everything about them was the same other than they would come as sectional pieces instead of one piece. This is why I have asked on numerous occasions for you guys to just let us exchange the product for something more comfortable and why now I am asking for either that or a refund. 

  Also, I replied back to an email that I received on the 28th about delivery and then I answered a call on the 28th and the 29th about delivery. Yesterday when I talked to someone they said it was going to be set up for this morning which was not a good time seeing as both me and my husband were working and did not have ample amount of time to ask off so I asked for a reschedule. 

  Just know that I have never been told how much are compensation will be so I don't know if that compensation will be enough to go out and buy all new couches because these are so uncomfortable or if you are just going to cover some delivery charges which is what our sales person told us is more than likely going to be the compensation. And just the delivery charges being refunded is not compensation enough for all the problems and trouble we have had to deal with from this company. 

  Business Response

  Date: 06/01/2023

  Hello!  
  
  Thank you for bringing this matter to our attention. We emailed ***************** with a detailed explanation as to why we will not ***** an exchange of her items. 
  
  Exchange is not possible because our sales terms and conditions are clear on the matter. Once accepted into the home, items cannot be returned or exchanged. Regarding compensation, we would be happy to discuss once her experience is complete, but providing an amount while so many factors are still up in the air is something we cannot do. 
  
  We apologize for any inconvenience this may cause. ***************** is more than welcome to call us at ************ for any other concerns she has. 

  Thank you for your time. 
  Ashley Customer Care

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a love seat back in October with the companys 5 year plan for service for tears in the fabric. About 2 months after owning, the fabric in the love seat starting appearing to have holes in it. I chatted with someone to get a service tech out to repair the love seat Once the part for repair was received, they told me to contact them back for scheduling, so I did and they scheduled me for March. They scheduled me, but no one showed up. I chatted with them again, and they said they had no report of my service call. Opened a new one, waited another 3 weeks, got automated text message that the appointment had to be rescheduled due to technician not being in the area. Chatted with them again, they told me I had to open another service report and earliest they could get me was 5/23. At that point, I told chat attendee if they didnt show up, I was demanding it be replaced. 5/23 rolls around, and a 5:15, I got a message that they needed more information about my couch, even though they had pictures from the original service request. At this point, i would like my couch replaced since I cannot get it serviced, and purchase a protection plan for the exact reason why Im trying to get it fixed!

  Business Response

  Date: 05/29/2023

  Hello,

  Thank you for sharing the guest's concerns with us.  We're sorry to hear about the difficulties getting the technician out to restore this.  We are very pleased to confirm that a technician has been scheduled to complete things for the guest on June 3.  The technician will contact the guest approximately 48 in hours in advance to confirm the estimated three-hour timeframe in which to expect his arrival.  While we are confident that the service technician will be able to resolve the issues, in the event that he isn't able to do so, we can review this again at that time for a possible exchange.  We look forward to resolving this for the guest in the very near future.

  Kindest regards,