Walking World

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,

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had with their furniture quality. I spoke with Ms. [redacted] and we do have her scheduled for a return and full refund due to all the issues she has had. I will follow up with her after pick up. Thank you for...

bringing this matter to our attention. Sincerely, [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]

Good afternoon, We have received your complaint and will be looking into further assistance.  We will be in contact! Thanks![redacted]

Dear Revdex.com, Please apologize for the inconveniences our customer has had. I am working with the store manager directly on this issue. Once I know that the store has the mattress protector in stock I will be working with billing and make sure this matter is taken care of. I will call the...

customer Monday once everything is completed and make sure they have their mattress protector. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Good morning, We will be looking into the reported refund due and will be following up shortly! Thanks![redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences our customer had with delivery issues. The customers table base was delivered and installed 8/12/2016. Thank you for bringing this matter to our attention. Sincerely, 
[redacted]

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

Hello, I am currently working with out mattress department and our management team to try and accomodate the customers request and honor our agreement with her and what we told her at the time of her sale.As soon as I have a repsonse from the management team I will be reaching out to the...

customer and informing her of what we will be doing for her. Thank you, [redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience of delivery issues. I had the pleasure of speaking with Ms. [redacted]. Her furniture has been restored and delivery fee refund request has been turned in. The refund should be reflected on her account within 7-10 business days...

if statement is received electronically. If the statement comes in the mail it will be reflected within 1-2 billing cycles. I will follow up with Ms. [redacted] regarding the store credits. Sincerely, [redacted]

Dear Revdex.com,Please convey our apologies for the inconveniences that our customer has had.I spoke with Mr. [redacted] this morning and he said he received his refund check yesterday 02/29/16 and that it concluded business with us.Thank you for bringing this matter to our attention.Sincerely,[redacted]

Dear Revdex.com, Please convey our apologies for the delay in merchandise.We have gone to great lengths developing the best 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 are constantly working to develop and maintain the best customer service standards in our industry.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.  Thank you for bringing this to our attention.Sincerely,[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. I even spoke to Ms. [redacted] and agreed that the transaction will be completely cancelled. They even refunded the partial payment we made already, and it was credit back to our bank card.We're truly grateful the help you provided by assisting us to resolve our issues against Ashley Furniture.
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences that our customer has had with warranty issues. Per our Craftsman's inspection the damage to our customers sofa is not a manufacture issue but is accidental damage (picture attached) HOWEVER as a one time courtesy I have ordered...

the parts needed to restore the sofa. The parts will be shipped right to our customer and once received she can call and we will schedule a Craftsman to go install and no cost to her. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: We received a confirmation text from Ashley Furniture confirming a delivery time between 2:30pm and 5:30 today. However, furniture has yet to be delivered and it is now 5:40pm. We have wasted an ENTIRE afternoon today waiting on a furniture delivery that was confirmed between 2:30pm and 5:30pm. This is in additional to all of the other days we have wasted waiting on furniture from Ashley. Worst customer service we have ever dealt with. We want/demand compensation for time wasted, especially for today. Completely unacceptable.
Regards,
[redacted]

Good morning,Thank you for taking the time to bring this to our attention and we have made contact with [redacted] to inform we have received his request and will further assist with this.Thanks!

Dear Revdex.com, Please convey our apologies for the inconvenience of refund issues. I have reviewed Ms. [redacted] account and see that her refund was processed on 11/20/2015. The refund should be reflected on her 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 for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,Please convey our apologies for the miscommunication our customer has experienced.We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with a great responsibility and empowerment to help resolve...

issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.  We have contacted our customer and addressed their concerns.  We are also compensating our customer for the inconvenience they have experienced as well.  We will be issuing the compensation in the form of a check and gave a 1-2 week expectation for the check to be processed and mailed.Thank you for bringing this matter to our attention,Sincerely,[redacted]Office of the President

Dear Revdex.com,We have made contact with our customer regarding this issue.  Our customer is going to re-select on her sectional and keep the tv stand as it is currently available.  We have informed our customer if she needs anything further to please reach out to us and we would be more than...

happy to assist. Thank you,[redacted]