Walking World

Dear Revdex.com,Please convey our apologies for everything our customer has been through.We have gone through great lengths developing the best ordering systems available.  These systems provide our customer 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.We are working with our customer to rectify the situation and get our customer her mattress.  I have informed our customer that I would be following up with her every step of the way, to keep her fully informed so we can get the furniture to her as soon as possible.Thank you for bringing this to our attention.Sincerely,[redacted] Office of the President

Dear Revdex.com,Please convey our apologies in the delay we have in approving our customers fading claim.  We are diligently working with the manufacture to get an approval so we may assist our customer.I have called and left a message for our customer indicating that I will be the person to assist in...

this claim from here on.  I have left my name and number so our customer may direct any questions and concerns to me. Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had with furniture damage and in-home damage. I had the pleasure of speaking with Ms. [redacted] and have approved a re-selection on her 5-drawer chest as well as contacted the Director of [redacted]...

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

Dear Revdex.com,Please convey our apologies for the issues our customer is having with their bed.As each person’s sense of comfort is unique, Ashley Furniture HomeStore does not warranty or guarantee the comfort and firmness of any mattress sold.  Some manufactures have specific comfort...

guarantees; these programs are limited to the first 90-120 nights. Specific terms very based on which mattress is purchased.  We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a material manufacturing defect that has not been soiled or stained in anyway.  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 are more than happy to offer a craftsman to inspect the mattress for any manufacturing defects.  If a defect is found we can certainly exchange the mattress, as long as there are no stains, hairs, fluids or odors present.  Also we will inspect for proper support and foundation, as this can void a warranty as well.  I have made an attempt to reach the customer today and will continue to do so.  Our customer can contact customer service as well for assistance ###-###-####.Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences that our customer has had with customer service. The part order for Mr. [redacted] is actually out for delivery and scheduled to be delivered 03/18/16. However an exchange was also approved and scheduled for today 03/16/18. If our...

customer is at home when the part order arrives via UPS he can refuse the package if not needed. Thank you for bringing this matter to our attention.  Sincerely, [redacted]

Below is the the last communication we have had with ErgoMotion. Yes, Ashley Furniture sells and delivers the merchandise, but the manufacturer for said items upholds the warranty and provides service if needed. Please see below:From: [redacted] [mailto:[redacted]] Sent: Thursday, December 21, 2017 11:00 AM To: [redacted]  Subject: Re: CID: [redacted]Hi [redacted] -  We have reached out to the customer several times to inform her we would like to proceed with a bed replacement. She has not returned our calls as of yet. I will send an update as soon as we hear back from and will attempt to reach out again as well.  Thank you,[redacted]

Good Morning. I do apologize for the experience with the store. I would like to get this taken care of for you by filing a claim with the manufacturer. I will need several pictures from you in order to file the claim as they have strict guidelines. It usually takes about 30-45 days to hear back from...

them. Please bear with us in this process. Below are the pictures that are needed. 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.Please feel free to email me this information at [redacted]. In the subject line please list your name and DuraBlend claim. I don't want it to be overlooked.Thank you,

Dear Revdex.com,   Please convey our apologies for the inconvenience of the montage. At this time we can do a  one time courtesy to send out a tech to service the item. We are not able to do anything with the montage due to being a 3rd party. If you would like we can set up a tech to fix the...

items. Please give me the item sku so we can get it into the system and get a tech set up for you.   Thank you for bringing this matter to our attention.   Sincerely,

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had. I have had the pleasure of talking with Ms. [redacted] and am refunding her Montage and have her scheduled to have her sofa restored. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,Our customer had the option of re selection; choose different furniture at equal or greater value, or we will gladly restore any damages that occurred during transit. In this case, the items were not repairable to manufacturing standards so we were prepared to offer an exchange.  Our customer chose to instead re select. Those were the options available to him to rectify the damaged furniture and resolve his issue.We are also going to thoroughly examine the described events our customer has informed us of.  It is very important to us that our employees provide clear honest communication and set realistic expectations.Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President

Dear Revdex.com,Please convey our apologies for the issues our customer had with their recliner.We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. Our customer has...

re-selected and the new furniture was delivered on 06/13/15.  We have attempted to reach our customer within the last 48 hours, but have had no response at this time.  We will continue to make additional contact attempts.Thank you for bringing this 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 their proposed resolution is satisfactory to me.
However, I will retain my right to re-file a complaint if the business does not issue my refund promptly after receiving the damaged chair. I will not consider this case resolved until I receive the full refund to my credit card account. Since a primary issue throughout this ordeal has been their recalcitrance in proper, timely communication and action, I am withholding judgment and approval until the matter is truly resolved to my satisfaction.
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had with delays. We have gone to great lengths developing the best "just in time" ordering systems 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 am showing that the chaise will be delivered tomorrow and the ottoman is scheduled to come on the 15th. The [redacted] will get a call from our Order Management team to schedule the ottoman. Compensation will be put back on their financing account for the inconvenience. If they receive their statement by mail it will be able to be seen in 1-2 billing cycles. If the statement is received electronically 7-10 business days. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience of damages.I called and left a message for Ms. [redacted] regarding her Durablend damages. When she returns my call I will offer suggestions on where she can look for the serial numbers.Thank you for bringing this matter to our...

attention.Sincerely,[redacted]

At this time we are working on getting the customer her items to 5/16. She is currently happy with what we are working on at this time. Will be following up with the customer on 5/17

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.Ashely s furniture has contacted me and currently resolving the issue. I am greatful for the assistance the. Revdex.com has done.  
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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because it is a new piece of furniture that was delivered in a damaged condition.  We do not agree with having someone come here to repair New furniture.  When I went to the Pearland store both [redacted] the customer service lady and [redacted] the store manager said the whole sectional should be replaced after I showed them the pictures of the damaged section.  We are requesting a replacement of the furniture or a refund of our money.
[redacted]

Dear Revdex.com,Please convey our apologies for the experience our customer has had.We have gone through great lengths to ensure the product is delivered up to manufacturing specifications.  We value our customer’s feedback and will thoroughly examine the described events.It appears we have made...

3 exchange attempts of the recliners.  Per my conversation with our customer, if they were still not happy with the recliners, after the May 16th delivery, they could re-select (pick different furniture).  I advised how this works and gave my direct contact information if they should need any further assistance.Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President

Complaint: [redacted]
I am rejecting this response because:
The inferior workmanship is unacceptable. Picture NewCouch shows how the durablend was finished before meeting the material under the chaise. Luckily, it is near the bottom of the chaise. NewCouch3 shows lose thread on sofa top. NewCouch4 shows a blemish on back of sofa. All discrepancies went unnoticed until we removed all the packaging at home.In addition, we were verbally promised a $100 gift certificate for the inconvenience involving the second failed delivery. Now, I am told such promise cannot be found in the documentation. If the telephone conversations are recorded as they claim, it should not be difficult to find the customer care rep that made such frivolous offer. Therefore, we demand the gift certificate.We would be very happy to get back what we paid for the couch, $1125.78, but we doubt the management ability to consider. However, we demand a refund of the delivery charges, $139.65. 
Regards,
[redacted]