Walking World

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had with damages and customer service. Our agent Deanna has been working with Ms. Kacher and has her scheduled for a Craftsman to go and see what needs to be done to fix her bed. Thank you for bringing this...

matter to our attention. Sincerely, [redacted]

Dear Revdex.com,Please convey our apologies for the imperfection that was on the home office desk. Our records indicate this damage was repairable.  We did insist on a craftsman to restore the damages that may have occurred during transit.  The photos of the damage before and after the...

craftsman are attached.  We also provided the customer with in store credit for the inconvenience.  This merchandise is up to manufacturing specifications.Thank you for bringing this to our attention.Sincerely, [redacted]

Dear Revdex.com,Please convey our apologies for the experience our customer has had.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.  We [redacted] gladly process cancellations within 48 hours of the sale being written without penalty and issue our customer a full refund. If our customer wishes to cancel their purchase AFTER 48 hours we [redacted] gladly assist them with a re selection only.  The re selection must be; equal to or greater than the original purchase amount.  As a gesture of good [redacted], we have reached out to our customer and offered 1/2 off the cost of the sofa due to the issues our customer has had.  Our customer has declined the offer, however this is the only offer we have to compensate our customer.  We [redacted] not refund our customer, as it is outside of our policy.Thank you for bringing this to our attention.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:Ashley has failed to call back as promised.  
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 as long as they really take care of it. I have been told this by many people the same answer over the past 3 months. There is an open PO that says that they have to pick up some furniture (leather couch and loveseat) from my home. They pick this up in APRIL. The open PO will not allow the store to credit my account to my VISA. Please find someone that can close this PO and locate the furniture that your company picked up already. Attached are two receipts:1. IS my montage refund receipt that I have not received2. is the furniture that I am awaiting an additional discount on since yall made me take the floor model because or I would have to wait until August for delivery (from an April order) that you change the delivery date on me 4 times.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: as of today this is unresolved. Ms. [redacted] stated that she would get back to us in 2 days and we have not heard back after pictures of the couch were sent. 
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.
They agreed to take back the mattress and return it to the manufacturer for a complete refund. Arrangements were made to collect mattress next Thursday.Thanks so much for the assistance
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the damage to our customers home.We have forwarded all of this information to the 3rd party delivery service.  We received information from Home Delivery Link stating the following: 11/14/15 Called customer and will be sending info to...

contractor  11/21/15  Spoke with contractor, his tech is waiting for customer to get back with a date when he will be available for repairs 12/05/15 Contractor states that customer will not be able to be home when repairs are made so customer prefers to make repairs himselfClaim is now closed.  Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com,   Please convey our apologies for the inconvenience of the refund process. We are working on and have got the confirmation that it has been sent out and should be to the customer no later than Wednesday 2/8.       Thank you for bringing this matter to our attention.   Sincerely,

Complaint: [redacted]
I am rejecting this response because:this is a first time i’m Hearing about 6 pictures requirement. when we started the claim we were within 5 years warranty period and we were only asked for the pictures of sofas without any additional details.the business took so long to come with additional questions and growing requests which pushed us outside of warranty.
Regards,
[redacted]

Dear Revdex.com,We do apologize for all the customers issues they have had. I will put in a refund request for the amount of the Lamps which will be $458.00 +tax. At this time that is all that can be approved. The customer has also been working with another representative in Customer Relations in regards...

to all the problems she has encountered. From the notes I see the customer now lives out of state. I will be putting the refund to the customer today. It does take 10-14 days to be processed. It will be returned to the way they financed, Synchrony. Thank you,

Dear Revdex.com,Please convey our apologies for damaged furniture and the delay in processing the discountWe have sent the discount of $259.00 to our accounting team to process to our customers Synchrony account.The refund should be reflected on their account within 7-10 business days if the customer...

receives their statements electronically.  If the customer receives paper statements, it should show in 1-2 billing cycles. Thank you for bringing this to our attention.Sincerely, [redacted]

Dear Revdex.com,We have filed for an exception to be made on 09/23/15.  This process typically takes 1-2 weeks.  We can contact our customer once we have the decision.Thank you,[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with furniture damage. We have had one of our Master Craftsman go to our customers home to inspect and restore (if possible) their table. The Craftsman determined that the scratches on the table were due to...

accidental damage and not manufacture defect. This would be something that [redacted] should cover. I have attached pictures of the table and the [redacted] coverage. Our customer can call [redacted] and [redacted] can assist. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Hello, Per the notation from our customer care representatives we had requested three pictures from each of your items, a picture of the entire item, a close up of an area that had an issue, and a picture of the serial tag. The claim was initially created on 3/17/17, however it was not submitted as the representative never received the pictures that were needed. At this time the claim would have been submitted before the manufacture date of 08/2012 if we had received the pictures on time. On 11/6/17 a second representative spoke to you and at that time they received the 3 pictures required for one of the items, the second item did not have a serial tag and so would not be approved by the manufacturer. However, by that time we were out of the 5 year period from the date the item was manufactured that the manufacture allows for these claims to be submitted. At that time you had been informed we can submit the claim but there was no guarantee that it would be approved, and you were informed that the second item was not able to be submitted because it was missing the serial tag.We then submitted the claim as a courtesy, on 11/9/17 we were informed that the claimed was declined by the manufacturer as it was outside of the 5 year period they allow.As this is something that has to be approved by the manufacturer to have any kind of credit approved we have submitted the information as requested and they have declined the claim.  Thank you, [redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience of a warranty issue.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 please 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. After the five years the customer has had montage we offer an in-store credit for the amount the customer purchased montage for the customer to use towards a next purchase. I have contacted this customer and advised them of after the five year warranty is up, Ashley's gives the customer an in-store credit in the amount of what they purchased montage for. The customer is going to speak with her husband to advise and I will be following up with them 8/28/15, per the customers request, to confirm the montage credit.Thank you for bringing this matter to our attention.Sincerely,[redacted]

Dear Revdex.com,I would need a little more information for the customer. With the information provided I am unable to locate their account. If I could please get the location they purchased from, or the phone number on the account? I will need some additional information as well in order to file a claim...

with the manufacturer. If customer is still within the 1 year manufacturer warranty would would send a craftsman to evaluate items.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 they 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.This is time sensitive so a quick response is appreciated.Thank you,

The customer was successfully delivered on [redacted]/17. Thanks,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], but I would like to open this complain till I will get proper options from Ashley.
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience of customer service issues. Mrs. [redacted] has been in contact with Deanna who is another team member in our department. Notes per their conversation follow. (10/19/2015 3:59 PM): REACHED CUST AT 254.289.4829 AND SHE STATED SHE HAS...

HAD MATERIAL ORDERED TO FIX
HOLE IN BACK OF CHAISE 2 TIMES, AND BOTH TIMES, REC'D WRONG PART    IT WAS
DAMAGE FOUND DAY OF DELIVERY, DRIVER CALLED IT IN    ON THAT CALL, SHE WAS
OFFERED $75 LOY CARD BUT STATED SHE WANTS NOTHING ELSE FROM STORE, WANTED CHAISE
BROUGHT BACK TO SHOWROOM QUALITY    THE DRIVER REFUSED TO BRING CHAISE BACK DUE
TO PETS BEING ON HOME    SHE IS GOOD W TECH AND RESTORATION, JUST NEEDS CORRECT
PART ORDERED    IS TIRED OF CALLING IN TO CC AND BEING PUT ON HOLD FOR A LONG
TIME     LOOKED UP PIC IN A DIRECT AND BASED ON INFO FROM CUST, ORDERED WINGS
FOR CHAISE, IN HOPES THIS WILL TAKE CARE OF ISSUE    NOTATED PO IN SVC
011981277   SCHED FOR 11/5, SINCE THUR ONLY AREA    WILL CALL 11/2 TO CONFIRM
SHE REC'D PO    GAVE HER MY CONTACT INFO FOR FUTURE REFERENCE   DEKS
10/19/15 Thank you for bringing this to our attention. Sincerely, [redacted]