Walking World

Complaint: [redacted]
In my initial complaint I was clear that on 10-9-15 when the table came with a severely warped leaf I refused the shipment and spoke to a customer care rep. That rep said I'd get my money back "within 5 business days." That would be this Thursday October 15th. It appears that person lied to me and didn't put the refund request in. I had to call again on 10-12-15 and wait on hold for 10 minutes to talk to the rep that did put the refund request in. Ashley has had my over $2000 since August 29th, 2015. That's 6 weeks. I want them to honor what their rep promised and have my money back in my account by the day promised which would be October 15th. I don't trust them as they have lied on multiple occasions. I don't have any paperwork from the delivery company or from Ashley promising my money back. If I had that, a legal document saying I will get my money back by at lease October 16th I would be satisfied. 
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had with refund delays. I am showing that this refund was processed by our accounting department 7/25/2016. 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 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 inconveniences that our customer has had.Ms. [redacted] is currently working with our agent [redacted] concerning this issue. I have forwarded this complaint on to her and she will continue to work with this customer.Thank you for bringing this matter to our...

attention.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 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]

Dear Revdex.com,We cannot move forward with this claim without the proper pieces of information.   We have approved the claim for item# [redacted].  This is the only piece with the serial number.  Customer's in store credit is for $460.05.Thank you,[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 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 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]

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

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]

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 inconveniences of furniture damage. We have ordered the materials needed for one of our Master Craftsman to go to our customers home and restore their furniture to showroom quality. Thank you for bringing this matter to our...

attention. Sincerely, [redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences MS. [redacted] has had. I did speak with her and she did receive the correct mattress after much delay. I will be refunding her delivery fee for her and have given her my direct contact information should she need assistance with...

anything else. Thank you for bringing this matter to our attention. Sincerely, [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]

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 already have a planned schedule service call from the business for This Thursday 02/23 from 11:30 am to 2:30 pm, which I also paid for.  I don't need you to refund it, but only want you to pay for the labor cost of fixing my item.  Will you discuss with that technician about this agreement?
Regards,
[redacted]

Dear Revdex.com,Many of our customers choose to purchase delivery services.  When property damage is caused, the claims are subject to verification before coming to an agreement.  We (Ashley Furniture Home Store) do not approve or deny claims for Home Delivery Link (HDL). This service is provided by HDL directly and is an independently owned and operated company. For questions about their claim they should contact them at ###-###-####.Sincerely,[redacted]Office of the President