Walking World

Dear Revdex.com,Please convey our apologies regarding the delay in refund.I see we processed refunds on 08/29/15 for 70.15, 09/22/15 for 1554.36, 96/23/15 for 1620.48 and today 09/24/15 for 2285.41.  For a total of 5530.40.  Once refunds are processed on our end, it typically takes 3-5 business...

days for the money to be available.  I have included the receipts for these transactions.If our customer has any questions he can contact ###-###-#### and we can assist him.Thank you for bringing this to our attention.Sincerely,[redacted]
[redacted]

Dear Revdex.com,Please convey our apologies for the delay in merchandise.It is unfortunate that the availability of items do change sometimes beyond our own control from the manufacturer.  We can certainly look into a discount for our customer.  We will contact our customer after Christmas to...

offer compensation for what they have been through.Thank you for bringing this matter to our attention.Sincerely, [redacted]

Dear Revdex.com,   Please convey our apologies for the inconvenience of the refund process. I have reached out to the customer by email to see if we can get a good number for contact due to unable to locate the customer in our system with the number provided.     Thank you for bringing this...

matter to our attention.   Sincerely,

I have called the customer, I did leave a message. I will be needing some additional information so we can see if we can file a claim with the manufacturer. It's time sensitive. Once I receive the information I will be able to submit a claim with the manufacturer on your behalf. This is a time...

sensitive matter, so the sooner I can get this information the better. It usually takes about 30-45 days to hear back from them. Please bear with us in this process. Please see below:1.    A picture of each piece (ie. Sofa, loveseat, recliner) at a distance. 2.    An up close picture of the damaged area, even if it’s not damaged (We do this because a lot of time they will approve additional pieces so you don’t have mixed matched pieces)3.    A picture of each serial tag on the item that is legible, we have to have the numbers to be submitted to the manufacturer. The tags are usually located under the cushions if they are removable or under the footrest if they recline.If the claim is accepted you will be issued in store credit for the amount of the original purchase price of the items, and then you can go into the store to reselect items of your choosing. They do not have to be living room items, can be used on anything in the store, of course if your purchase exceeds the in store credit you will be responsible for the remaining balance. We do not pick up the old items, those would be yours to keep and do with as you like (donate, give away etc…).If you have any questions please don’t hesitate to let us know. my email is [redacted]. Thank you,

Dear Revdex.com, I spoke with Mr. [redacted] today and let him know that his credit card was refunded on the 26th and that his part is on order but delayed. Mr. [redacted] will call us when the part comes in and we will schedule a craftsman to go install it. [redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with warranty issues. We will be contacting our customer to schedule a Craftsman to go to the home to inspect the sectional and let us know what items will need to be ordered to restore. This will be at...

no cost to our customer. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,We agree that furniture should be free of material manufacturing defects when received from us.  We have reached out to our customer to ensure the details of her...

experience so we can prevent this from occurring again.  After review of the customer's experience and at her additional compensation request we have decided we will not offer any further compensation for our customer.  She has received, between sale and errors a total of 30% discount;  20% at time of sale and a $300.00 refund, $150.00 gift card and the refund of her delivery fee of $182.94.  We feel this has compensated her for the errors that were made.  We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President

Complaint: [redacted]
I am rejecting this response because:
This is the same old song and dance. I have heard this same response over and over again. What should I tell my children that still have nowhere to sleep? Now there has been money deducted from my bank account to pay for this bed. I spoke with the finance company and have now found out that Ashley Furniture also financed an extra $130 for delivery even though I picked the bed up myself. Now I am looking at this as a fraud case. I am being charged for merchandise that I did not receive as well as charged a delivery fee when no delivery was made. They need to compensate me for the fraud they are committing.
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.
Sofa was Delivered with no problems  Delivery person's were polite, thorough and satisfactory. I hope changes are made at that warehouse. If Ashley furniture wants too keep a good reputation. Too received such Great service at the Store where wife purchased sofa, then too get the kind of Service we did once arriving to the warehouse changed our view. As well as the others who experienced the same kind of service who were speaking and joking of it.  As far as our personal information being exposed too this employee; we can only assume that it was taken care of to protect us. Thank you for your time.  
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with furniture damage. I have reached out to our customer via email to receive more information to locate their account. I will be more than happy to assist them and resolve this matter once contact is...

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

Complaint: [redacted]
I am rejecting this response because: I will continue to reject Ashley Furniture’s response until they take responsibility for delivering an item that did not work properly.  As I’ve stated before, I’ve have NUMEROUS phone calls with representatives from Ashley’s Sugar Land store as well as their corporate office in New Braunfels.   Multiple people have told me they would follow up and they never call back.  If Ashley Furniture keeps good files, they should have a very long list of calls from me.  I have not had any messages on my home phone or on my cell phone from anyone that works for Ashley Furniture since before Christmas.[redacted] Home [redacted]Cell [redacted]

Complaint: [redacted]
I am rejecting this response because:  Again, you are avoiding your role in this matter. Montage is not in question here. After speaking to Montage and getting the correct information on coverage, I am not holding them responsible.  My problem is with you not taking responsibility for the lies told by your employees. They make promises that you are not man or woman enough to honor or take responsibility for. Why do you keep pawning off your irresponsibility and lies on Montage? They are not the problem, you and the Ashley store in Conroe Texas told the lies. Not Montage. Be an adult and take responsibility and stop blaming someone else. 
Regards,
[redacted]

Dear Revdex.com,On Saturday 5/16/15, we attempted to deliver to our customer's purchase.  In the course of delivery the sofa was damaged with a small cut.  Our customer rejected this delivery.  We attempted to make contact the next business day 5/18/15.  On 5/19/15 we successfully made contact. We offered to stand by our original agreement, or make another delivery attempt.  Our customer accepted our offer to try again.  On 5/23/15 delivery was completed.  We appreciate our customer’s patience and hope that she enjoys the purchase. Thank you for bringing this matter to our attention.Sincerely, [redacted]Office of the President

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.
Regards,
[redacted]

Dear Revdex.com,We have contacted our customer and are issuing a refund for the product she has not received.Thank you for bringing this to our attention.Sincerely,*** ***Office of the President

Dear Revdex.com,The Montage Furniture Services (MFS) policy the customer purchased is independently owned and operated. We cannot cancel their protection plan, for it is not our policy to cancel. For questions about their coverage or claims they need to contact them at [redacted] Once furniture covered by MFS protection plan is delivered, only MFS can cancel the service per their terms and agreements.  The brochure that the customer received in our store explains the coverage:  Food and beverages, human and pet bodily fluids or ink from pens or crayons,  punctures, rips or burns,  liquid marks or rings, household heat marks, gouges, dents scratches or chips that penetrate the finish exposing the substrate, damage caused by lipstick, nail polish, nail polish remover or cosmetics, color transfer from blue jeans or newspaper and scratches that penetrate through the top-coat finish.We will be unable to refund this policy.  This will have to go directly through Montage Furniture Services.Thank you,[redacted]Office of the President

Dear Revdex.com,We have received the return furniture and are currently working with our accounting team to refund our customer. The refund should be reflected on their account within 7-10 business days.  Some credit  card companies will hold the funds 3-5 days before releasing them to the customer. Thank you,[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.
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience of furniture damage. I have spoken with Ms. [redacted] and told her I would be happy to assist her with her furniture issues. She will be emailing me pictures of the damage and I will work to get the issues resolved. Thank...

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

Dear Revdex.com,Please convey our apologies for the delivery issues our customer experienced.We have spoken with our customer and will gladly refund our customer's delivery fee, as a result of the experience she had.Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President