Walking World

Complaint:...

[redacted]
I am rejecting this response because: [redacted] furniture delivered a product that was broken on 12/22/2016.  They were notified of the problem on 12/22/2016.  [redacted] sent a technician to look at the issue on 12/28/2016 and it could not be fixed.  We were told at that time that we  needed to have a new frame delivered.  Multiple calls later we were told that we had to work through the warranty for the frame and get it fixed or replaced that way.  We have tried to work through that route and have had multiple parts delivered and multiple service visits to our home.  As of today 12/11/2017, we still do not have a good product.  Since [redacted] delivered a faulty production on 12/22/2016, they should either refund my purchase or they should deliver a product that is not broken.I have multiple taped conversations with [redacted] and ErgoMotion, the bed frame's manufacturer.  Please let me know if you would like to listen to any of these conversations.  Just as a side note, Simmons is not the correct party to contact for the warranty.  I know this because we've gone that route before and found out they just make the mattress and that ErgoMotion is who I have to deal with for the frame.  [redacted]'s incorrect response to my complaint is just one of may service issues I've had with [redacted].Again, I'm asking that [redacted] either refund my purchase or provide me with a working product.  When I purchased my product from [redacted], I excepted the delivery of a working product.  [redacted] never provided that working product and should be responsible for either refunding me or providing a working product. Question for Revdex.com ... Is what [redacted] doing considered fraud?  They sold me an item that has never worked and are refusing to refund or replace it.  If fraud, is there another avenue/agency that I need to go through to get this resolved?
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences that our customers have had. I had the pleasure of speaking with Mr. [redacted] regarding his concerns with his dining room table. He now has my direct contact information and I look forward to working with him and his wife to...

come to a satisfactory resolution. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I believe the business is misrepresenting facts. While the manufacturing warranty expired after one year, as per our previous statement, the issues did become apparent prior to the end of the warranty. Because of multiple misinformational instructions from the business, by the time we were able to get an actual claim opened, our warranty expired. The business is presenting that they are doing this as a favor, instead of an actual warranty claim.  The business states that the information of the Montage warranty is located at their front counter. While this is correct, they neglect to mention that their sales staff push this warranty on customers, stating that should we not use the warranty we can just request a refund at the end of the 5 years. This is not correct, as the insurance refund is prorated for the time not used if cancelled prior to the end of the 5 years. Plus the sales staff sell the insurance as specific coverage with guarantees that this is how the insurance is implemented. We want the company to appropriately represent the insurance, as this is a reflection of the company even if they are not the supplier of the insurance.We don't understand WHY it is taking so long for their manufacturer to respond to the defect claim. It is their own company too!We still wish to resolve this, we would like either a replacement or a refund. We want better communication regarding the status of the claim with updates. We want a time limit for this claim to be completed, as currently we have a couch that we cannot use due to structural issues.
Regards,
[redacted]

Dear [redacted], Please convey our apologies for the inconvenience our customer has had with delays. We have gone to great lengths developing the best "just in time" ordering system possible. These systems provide our customers with the most accurate merchandise availability predictions for...

delivery or pickup that can be provided. It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. I have gotten with our order management team and our customers are still set to receive their sectional at the end of the month. I will be processing a check request to refund their delivery fee due to the delays they have had. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:My Synchrony Financial Account does not show the refund posted to the account or any transactions pending from Ashley Furniture. Also, the amount of the refund is not given. I am requesting that they not only pay the amount of the refund but also the interest and late fees they caused due to never processing the refund when they should have done 10 months ago. I should not have to pay interest or late fees charged to my account for furniture I don't even have. The original charges to the account should have been a refund but they never processed it. I should not have to make montlhy payments for a charge that should be a refund on furniture I returned to the store. I am shocked and completely disappointed in the actions and behaviors of Ashley Furniture and expect this to be resolved immediately. They really need to understand that I am not asking for anything extra. They owed me a refund but because they could not process it in a timely manner they accumulated extra charges and I am not paying for something that I don't have. They have to take the responsiblity of there actions and do the right thing. I have an account balance $917.38 and that is all because of a refund and late fees and interest charges. I paid $183.00 more than the furniture I purchased and have at my home.   If they don't want to pay the late fees and interest charges then they need to explain that to Synchrony Finanical and get that resolved but they are responsible to pay. Please don't make me have to take this to court. We are both teachers, trying to adopt children, and loads of monthly medical expenses we don't need to have to deal with this anymore. Please do the right thing.
Regards,
[redacted]

Hello,This customer was delivered on 12/13/17, they called in on 1/10/18 to set up a craftsman visit due to scratches on the items. We sent out a craftsman on 1/23/18 and the craftsman repaired all of the pieces that were labeled and that we notated. While the craftsman was there the customer went...

up to one of his items and began scratching it with his nails, the customer then told the craftsman to fix it. On 1/30 our craftsman went back out and he stated that he was the same craftsman and the customer has further damaged the pieces and the total damages at that time would be about two hours worth of labor, however this is not defect in the item it is customer damage so we did not repair.The customer has called in multiple times since then to have a craftsman back out, however we are not going to send anyone out to repair this nor to replace it as this is customer damage and so is not covered under warranty, the customer has admitted to our managers that he has talked to that he did damage the pieces by scratching them intentionally.This customers items had been repaired, and was further damaged by the customer in front of our craftsman and the customer has admitted to doing it as well. We would not be able to help this customer further with his items.Thank you,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted].
Thank you for acting on this matter, the company has contacted me but it is not resolved yet.  If it had not been for the Revdex.com, they would have continued to give me the run around, so I am very appreciative, I will check back and confirm once it is resolved.Regards, [redacted]

Dear Revdex.com,Please convey our apologies for issues our customer is having with his Love Seat. We have contacted our customer to start resolving his issue.  We will gladly replace the mechanism and address the issue with his leather.  Thank you for bringing this to our...

attention.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
                                                                                                                                                                                                           ...⇄ March 16, 2016                                                     To Whom It may Concern: RE: Complaint regarding Delivery of my merchandise: Ashley Furniture I purchased my items on Feb 20th at the Ashley Furniture in San Antonio at the Pat Booker location.  I spent plenty of time with my salesman [redacted].  It was going good until we continued to exceed my budget.  Then when I agreed to the items and the price, my salesman left off my King size mattress.  The young lady that closed me out went thru the merchandise so quickly that I couldn’t keep up and asked her to please slow down.  Well after reviewing my order the 2nd time, I advised the lady that closed me out that they did not include my King mattresses.  That was the first and 2nd issue. I was not happy with what had occurred.  My delivery date was on March 1st and items were delivered.  First mistake was when one your employees is complaining that he has 2 new guys with him and that they have been there already too long.  2nd he has those guy installing my son’s bed together.  Big mistake was that.  They ended up damaging the merchandise and the items did not even stay together.  They called it in to their customer services representative thru corporate stating the items were manufactory defect.  That was incorrect, it was due to the employees damaging it when they tried to install it.  They informed me that they would be calling me in 24-48 hours to replace those items and give me a new delivery date.  I received my call by the representative and stated that I would get another call of the delivery date.  I advised the representative that the items were damage and that new items needed to be delivered and was told ok.  2nd attempt to deliver the items was on March 5th, they bring the same items that the employees damaged and the delivery guys stated that they are sorry there were no notes on my account.  I refused the items again due to items were damages.  I went thru the same process again and got another call and explained that new items need to be delivered.  Items that should still be in their box.  3rd attempt to delivery my items was on March 9th, now the delivery guys bring the same damaged items but already together.  I checked the items again and stated that I refuse those items because they were the damaged once from March 1st.  So I go thru the same process again and explain myself and that the items need to be NEW and to please notate my account.  I got a call from Corporate and call was missed.  I called back advising that it must be for my delivery information. The representative stated that she has not notes of anyone calling me and that there are no notes that I even purchased any items.  I was furious and upset. The representative stated she will look into it and call me back.  She eventually did and apologized she was able to find my account.  I went thru my entire process and advised the lady if I do not get new items, I didn’t not want them. She stated she would notate my account and ensure that the warehouse would check and the items would be brand new and not the damaged ones. 4th attempt to delivery my items was scheduled for March 16th.  I leave work again to be home and the delivery guy from the 1st time had my items. It took them awhile to come to my door so I watched them.  Sure enough the same items again, the damaged items that they were trying to attempt to delivery.  I have spoken with several people from your company and yet has a manager or someone from corporate contact me. I gave a very bad survey and explained the same issues.  I have filed complains thru the Ashely Furniture website.  I have also filed a complaint thru the Revdex.com.  This issue has yet to be address and resolved. I am at the point where I just don’t even want to bother with your company.  I have had the worst customer experience and have spoken with so many people that continue to not take responsibility.  It is unfortunate that I have continued to get nowhere with this company and it seems as if they do not care about their employees.  Keep in mind that I have invested my money and time and yet I am not given any respect or the courtesy of someone contacting me regarding my issues.  I hope that this makes its way to someone in corporate and maybe even the CEO of the company.  This is bad business and unfortunately your company has proven to show that they do not care about their customers that help keep this company going.  If it wasn’t for customers there wouldn’t be a Company.  Please feel free to contact me regarding my account and items purchased.  I hope that this can be resolved and taken care of.  I think I deserve at least that. ·         Items left off my original order at the store- purchased item on Feb 20, 2016 @ Pat Booker San Antonio Location                    Had to purchase the items my salesman left off (my King mattresses) ·         Item was damaged by employees on March 1st ·         Delivery attempt 2, 3, 4 of the same damaged items (1st March 1st, 2nd March 5th, 3rd March 9th, 4th March 16th) ·         Poor interaction with Representatives from New Braunfels Corporate Office o   One female was having a side conversation with someone, while me and the delivery guy were trying to get her attention o   Had to explain myself multiple times ·         Clerk at the store rushed thru items not taking the time to explain it and allow you to verify everything ·         Not account documentation on my account of all the issues and concerns ·         Having to leave work every time to be available to get my items As of today March 16, 2016, I called Hill Country Furniture Partners, LTD and left a voicemail message for [redacted] Thank you,
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.[redacted] contacted me by phone and we agreed if the furniture could be repaired to showroom quality that would be satisfactory.  We discussed if it cannot be repaired to that quality level, I want my money refunded.  
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies to our customer for the long hold times in customer care.We are aware of the hold times and are working towards a resolution.  This should be rectified within the next 2 weeks with the hiring of new employees.We have researched the account and see that we...

are currently waiting on the nightstand to arrive from the manufacture.  We are currently informed the item will arrive in time for delivery, which is currently scheduled for the 18th (next week).  I have made an attempt to reach our customer, however was unsuccessful.  I will continue to try and reach our customer to assist in resolving this ongoing issue.Thank you for bringing this matter to our attention.Sincerely,[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience that our customer has had with their furniture. I have spoken with our customer and will be assisting her in getting this matter resolved. She does have my direct line and information and I look forward to assisting...

her. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,We proudly sell Montage Furniture Service (MFS)’s protection plans to our customers with their approval.  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 plans. This service is provided by MFS directly and is an independently owned and operated company. For questions about their coverage or claims our customer should contact them at ###-###-####. Once furniture covered by MFS protection plan is delivered, only MFS can cancel the service per their terms and agreements.  While these services may not benefit every customer, many of our customers have reported that they are very happy with the services provided by MFS.  It is very important to us that our employees represent montage correctly by answering any questions we can at the time of purchase.  We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this to our attention.Sincerely,[redacted]
[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience that our customer is having with warranty issues. We proudly sell Montage Furniture Service (MFS)'s protection plans to our customers with their approval. We do not set the coverage or approve claims for MFS protection plans. This...

service is is provided by MFS directly and is an independently owned and operated company. Due to the fact that Ms. [redacted] is not in our franchise area anymore she would first need to contact Montage Furniture Service directly and let them know that she is no longer in the franchise. She can call them at ###-###-####. Next call Ashley Furniture Industries Consumer Affairs and explain the situation to them. Their number is ###-###-####. We hope this information will help resolve the issues Ms. [redacted] is having. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had with their sales experience and refund issues. Our customer support service; in store and via phone is designed to alleviate customer frustration, not add to it. When a problem of this nature occurs, we want...

to know about it. We are grateful our customer has brought this to our attention. I have forwarded a copy of this complaint to our regional manager to let him know the events that have happened. Check # [redacted] was cut in the amount of $1000 on April 8th.  Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience of store error and communication issues.I have approved and keyed an exchange for Ms. [redacted] for the correct foundations. As of now I have her scheduled at the earliest delivery date and am just waiting on a call back from Ms. [redacted] to...

confirm the date. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences that Mr. [redacted] has had with furniture damage and customer service. I have had the pleasure of working with Mr. [redacted] in resolving the issues he has had.  I have continually been in contact with him and have worked around his...

schedule to get him taken care of. We did have one of our Craftsman go to his home to do the touch ups needed and install the hardware needed. I have attached a picture of the rail in question as well as the Craftsman's report. When Mr. [redacted] contacts me I will be more than happy to have our Craftsman go out again to install the new drawer and glides that we shipped to him. We have refunded his delivery fee and added extra to it for the inconveniences our customer has had.  Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,Please convey our apologies regarding the delayed delivery.I do show that we have them scheduled again for today 10/16/15 from 1130-230.  I contacted the delivery service and they have confirmed that this is going to be delivered today.  It appears proper permissions weren't given to deliver to Dallas - this is not normally an area we deliver to.Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com,A refund for our customer has been approved. The paperwork has been forwarded to our accounting department for processing.  The refund should be put back onto the customers MasterCard within the next 3-5 business days.Thank you,[redacted]Office of the President

Dear Revdex.com,Please convey our apologies for the missing items with our customers delivery.I do show that the bed was set up with the rails, headboard and footboard and that the slats are indeed not included.  However, I show that the customer came in and picked up the slats on 10/02/15.If our...

customer needs us to send someone out to assist in installing the slats, we would be more than happy to do so.  We also agree with the customer and will refund the delivery fee.Thank you for bringing this to our attention.Sincerely,[redacted]