Walking World

Hello,On certain orders and during certain sales we do offer a day price match option, so the customer can have the sale going on if it is better than the sale that went on when they were in the storeThe sales that are excluded from this option are sales that are financed by companies such as
the one the customer used, Smart Sales and Lease.According to the finance agreement that the customer signed at time of purchase changes in the price of the sale, such as price matching or reselection, is not available.I have attached the agreement to my response the information can be found in two areas, both of which the customer has signed in agreement to the terms and conditions listed. "Ashley Furniture HomeStore Terms and Conditions" page 8, which reads:"Financing - If you have selected to finance your purchase with Regional Management Corp, Smart Sales and Lease, or Acceptance Now, it is a requirement to accept one complete delivery for your purchaseIf your merchandise is delayed, you will be notified as soon as possibleIf you would like to make any changes to your purchase prior to delivery, you must return to the store location. All sales financed though these lenders are ineligible for the day reselection and any advertised price match guarantee." Located within the lease agreement section 22, page 6, reads:"Amendment/Waiver - This lease cannot be amended or changed unless both parties agree to such amendment in writing and signed by each partyThe failure of Smart Sales and Lease to enforce portion of this lease does not render that any other portion of the lease is unenforceable or limit any party's right to enforce or compel strict compliance with every provision of the lease."We are unable to make any changes to the total price on the customers sale, as the customer has signed in agreement to. Thank you,***

Dear Revdex.com, Please convey our apologies for the inconvenience of the items coming apart I will be calling the customer in regards to the problem and getting pictures to see what we can do for the customer Thank you for bringing this matter to our attention
Sincerely,

Dear Revdex.com,Please convey our apologies for the difficulties our customer has had.We agree that furniture should be free of any manufacturing defect upon arrival We also agree that accuracy and efficiency is a top priority.Our local store has assisted the customer in getting the correct
merchandise to resolve her issue The delivery is currently scheduled for the 16th We will be following up with our customer to ensure everything gets resolved.Thank you for bringing this to our attention.Sincerely,*** ***

Dear Revdex.com, I had the pleasure of speaking with Ms*** yesterday afternoonI have provided her with my personal contact information and will be working exclusively with her to make sure she is taken care of. Thank you, *** ***

Dear Revdex.com,Please convey our apologies regarding our customer's rug and her experience with Customer Care.Accessories are shipped directly from the vendor
to our customer’s home via UPS or FedEx Ground.
We agree that furniture should be free of material manufacturing defects
when received
We have reached out to the vendor of this rug to see what we can do to assist in resolving this issue We are currently waiting on a response from the vendor so we know how to proceed.Once we have the directive, we will be able to assist swiftly.Thank you for bringing this 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 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 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 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, *** ***

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 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, *** ***

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,
*** ***

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, *** ***

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 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, 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, I have our customer set up for a service appointment the first Saturday of July for a Master Craftsman to go restore their tables This will be a courtesy appointment as the customers purchased these tables as "as-is" pieces and picked them up from the warehouse themselves. Sincerely, *** ***

Complaint: ***
I am rejecting this response because:From: *** *** *** Sent: Monday, May 18, 10:AM To: info Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #*** In regards to this matter. I was contacted by the company and was assured that I would receive the merchandise purchased. It was delivered damaged and I did not accept delivery. I have been unable to make contact with the company to resolve this issue. It is not resolved. I will be filling suit.
Regards,
*** ***

Dear Revdex.com, Please convey our apologies for the inconvenience of getting the incorrect rugWorking with our merchandising department in regards to getting the wrong item and getting the item picked upWould the customer like the color rug send to her? Thank you for
bringing this matter to our attention Sincerely,

Dear Revdex.com, Please convey our apologies for the inconvenience of furniture damage. I have spoken with Mrs*** and have submitted a Durablend claim for herI told her that I hope to have a answer for her tomorrow and will call her Thank you for bringing this matter to our
attention. Sincerely,*** ***