Walking World

Dear Revdex.com,Please convey our apologies for the rude treatment our customer received from one of our representatives.Our customer support service; in store and via phone, is designed to alleviate customer frustration, not add to itWhen a problem of this nature occurs, we want to know
about itWe are grateful our customer has brought this to our attention. The representative in question has been dealt with internallyAshley Furniture wants to deliver preferential treatment to all its customers.We have attempted to reach our customer within the last hours, but have had no success at this time We will make additional contact attempts Please let us know if our customer contacts you again with additional contact information.Sincerely,*** ***Office of the President

Dear Revdex.com, We have reviewed our customers account and do not see where she was charged a delivery fee as her order was refused and canceledSynchrony is a third party finance company and we can not see account balances on our end which is why we are requesting a copy of the paperwork showing where the delivery fee was chargedOnce this paperwork is submitted to our Customer Care we will be happy to refund this charge. Thank you for bringing this matter to our attention. Sincerely, *** ***

This consumer purchased out of the Tacoma store and is not owned by us Please remove from our profile and reach out to the Tacoma group All Ashley stores are individually owned and operated

Hi, I was going back to this complaint, because I still haven’t gotten it resolved and it was closed as such. Please reopen this complaint and add that I still have not gotten the light replaced, nor have I gotten the refund from the delivery fee as described in their responseThanks, *** ***

Dear Revdex.com,Please convey our apologies for the processing time it takes to file for an exception to be made.The customer has two separate warrantiesThe manufacturing warranty is year With this warranty the customer also has a limited lifetime warranty on the frame The second warranty
/ insurance the customer has is through Montage Furniture Service (MFS) This is a year accidental insurance plan This does not cover manufacture defects To help our customers understand MFS coverage, brochures are available at our front counters We do not set the coverage or approve claims for MFS protection plansThis service is provided by MFS directly and is an independently owned and operated company.The customers manufacturing year warranty is expired However, because of the extent of their issues, we have sent the information to Ashley Furniture Industries (manufacturer) in Arcadia, WA for assistance We are trying to get an exception to either replace, repair or allow re selection for the customer This process is quite lengthy We cannot expedite this as it is being reviewed solely by the manufacturer It does appear the store has negotiated with the customer service center, that if the claim is denied, we would accommodate our customer by offering them half off the parts cost if the customer pays for the labor charges.Regarding the staples being pulled from the wood; we can send, as a courtesy a craftsman to re staple the material back to the frameThe craftsman will not do any further repair on these items until we have approval from the manufacturer.In conclusion, until the claim is denied or approved by the manufacturer, we can only send the craftsman out as a courtesy to re staple the material that has come loose.Thank you for bringing this to our attention.Sincerely, *** ***

Complaint: ***
I am rejecting this response because:We have been waiting for the product to be replaced for over a month now As far as communication go, I have contacted the business to resolve this issue on more than one occasion and on average spent more than an hour on hold waiting to talk to a customer service representative
Regards,
*** ***

Dear Revdex.com, Please convey our sincere apologies for the inconvenience our customer has had with delivery delays. Half of our customers delivery fee was refunded 9/26/and I have submitted a request for the other halfAgain convey our apologies for the inconvenience. Thank you for
bringing this matter to our attention. Sincerely, *** ***

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with customer service issues. Mrs*** has worked with our team member *** and this matter has been resolved. Thank you for bringing this matter to our attention. Sincerely, ***
***

Dear Revdex.com, Please convey our apologies for the inconvenience of the sofa sleeper Damage Clm to speak to the customer about the sofa sleeper and to inform that we have a couple of option to be able to assist her Thank you for bringing this matter to our
attention Sincerely,

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had with warranty delays. I received the proper paperwork from the store and have entered the mattress exchangeOnce our customer goes into the store to pay the balance they can schedule delivery. Thank you
for bringing this matter to our attention. Sincerely, *** ***

Dear Revdex.com, I have spoken with MrCastro and he is scheduled for his service appointment April I will be following up with him when I return to work on April 5th. Sincerely, *** ***

Dear Revdex.com,Please convey our apologies for the inconvenience.Our customer has had their mattress in their home for months in which we have confirmed was delivered in showroom qualitySince then, the customer has had a craftsman, that deemed the mattress is not a manufacturer
defect. Material manufacturing defects are defined specifically by the mattress manufacture and are not subject to our negotiation. Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written. We have attempted to reach our customer multiple times; 6/19/15,6/20/and 6/22/15, however we were unable to leave a voice-mail as the voice-mail was fullWe have had no response at this time Please let us know if our customer contacts you again with additional contact information. It is very important to us that our employees provide clear honest communication and set realistic expectationsWe value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter to our attention. Sincerely,*** ***

Dear Revdex.com, We have added Montage Protection to Mr*** exchange on his new furniture at no cost to him (photo attached)The Montage Protection will go into affect days after he receives delivery on 12/19/At that time he will receive correspondence from MFS directly as it is a independently owned and operated companyOnce Montage goes into effect Mr*** can call *** with any questions or concerns. Sincerely, *** ***

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with refund process. Our records show that check # *** was processed and mailed 1/3/17. Thank you for bringing this matter to our attention. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: of email sent to ***:***,The only delivery I want is to be guaranteed a completed bed that I purchasedOtherwise, a FULL CREDIT to be applied on my store account.I have worked with everyone on this issue and I'm tired of ALL the disappointmentsSince I wasn't able to reach you, I have been dealing with the store directlyI went to the store on Sunday, 9/4/16, and spoke to *** *** (Manager) and *** (Sales Rep)The short story is *** approved of *** coming to look at the bed himselfHe said it looks to be a manufacturing issueHe suggested I put brackets on, to extend the widthI told him no that I will not alter anything, I should receive a purchase that worksHe said he will find out what is going on at the warehouse (the headboard is missing tag info)He said if he cant get this bed completed, since discontinued then do I have another choiceI showed him the other choiceLater in that week I called because didn't hear back on what was going onHe said that he was waiting for the store in San Antonio to get back on sending new parts but doesn't look like it is to workHe told me that he would go and order my other choiceWell after a week of not hearing anything, I started getting calls on an exchange, about in total for new railsI was so confusedI kept telling the no I was to have a new bedroom set and a pick up for the defected setCustomer Care said they didn't have any order on file that I needed to contact the storeUgh, I called store and nothing of a new set was on fileI told them *** and *** needed to contact meWell *** (guess a Rep) contacted me back saying we have ordered you Cali King RailsI told her that we already tried but she insisted that we hadn't and to call her after the deliveryYesterday was the delivery and again it FAILEDEven the delivery guy told the Customer Service Rep that its the Headboard/Footboard The Rep said they are taking back the Rails and will contact meI called ***, like she requested, twiceI called to speak to ***, ***, ***, onceAfter calls yesterday, not person contacted me back( Get this: when I spoke to *** during the delivery, he said he would have stopped trying after 2-deliveriesI told him "yall aren't giving me that choice). I deserve the correct bedI have been through a lot with this issueI was open for an exchange and that flopped. If I cant be guaranteed the bed I purchased then the CREDIT is the only option Thank you, *** ***
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
We are currently waiting for the new cushion cover to arrive - hopefully this will be what we need.Regards, *** ***

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had with refund issues. Mrs*** spoke with one of our managers On 04/28/She was told that all we needed to refund the delivery fee was the paperwork stating that she did in fact pay the delivery fee
Once that information is sent in we will be more than happy to refund this this her account. Thank you for bringing this matter to our attention. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: I feel this is a undesirable compensation for me due to the stress, two days off from work waiting for delivery and overall horrible customer serviceNot to mention the fact that this is "still" an ongoing problemThe last piece of furniture(recliner) was suppose to be delivered SaturdayI got a call Friday from a representative informing me that I would not be getting my delivery until 11/I work on that day, now I will have to see if I can take off to be there to wait for a delivery that may not come, as we all see this has been a horrible "on-going" problem!! I spent $10,at Ashley Furniture in the past few months attempting to furnish my new homeI purchased a North Shore bedroom set from this location in July of this yearI have no complaints about the delivery of my bed but I am mentioning this because I feel $is nothing compared to amount of money already spent with this company and the anticipation of future purchases if I am satisfied the results of this issue, at handI opened an account with Ashley's that says a lotPlease consider my offer to clear this upI do not feel valued at all by Ashley Furniture right nowThis is ridiculous!!
Regards,
*** ***

Good morning, We have been in constant contact with this customer, and due to her concern with her document not reflecting mattress was sold "as-is", we have tried to assist with making an exception and filing with the manufacturer on her behalf, asking for a replacement. In the event
that the mattress was found to be defective, we would be willing to give store credit in the amount she paid. In order for the mattress manufacturer to deem the mattress defective, it has to be 100% stain free, and this is found on the Limited Warranty paperwork provided on the Simmons Beautyrest website, and the customer has informed her mattress is stained. In an email received from this customer on 1/26/18, she stated "I know it was a show room mattress....it was kind of dirty" acknowledging it was "as-is" and had stains, which would void the manufacturer's warranty.In regards to Simmons mattresses and any questions in regards to what their warranty covers, the customer has been given their toll-free number of ***.***.***.\Thank you for your time!

Complaint: ***
I am rejecting this response because:This is Ashley Home Furniture's stalling tactic This complaint was filed on 9/11/ When we were told it was being processed and sent out on 9/18/ When we contacted customer care deptthey followed their usual, please hold while we check the information and an hour on hold is just crazy and bad business This was a charge and all that is required by Ashley is to pick up their phone or access their computer to issue a credit back to my account Well here it is again on 9/21/and the agent could't locate the credit information......and we are back to:::: ASHLEY HOME FURNITURE DOES NOT WANT TO ISSUE THE CREDIT THEY SAY ONE THING AND DO NOTHING TO BRING IT TO A CLOSE...WE WILL NEVER DO BUSINESS WITH THEM AGAIN AND STRONGLY ADVISE ANYONE WANTING NEW FURNITURE IN WORKING CONDITION NOT TO BUY FROM ASHLEY HOME FURNITURE
Regards,
*** ***