Walking World

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

Complaint: [redacted]
I am rejecting this response because: The product can’t be repaired. The Company has pronisss multiple times to call us back and that never happens. We are constantly having to contact the company and be kept on hold for 20 minutes at a time. The product we purchased and the dates of delivery of the new product wasn’t kept. The company continues to want to sent someone to look at product that should have never been delivered in the first place. It is all scratched and pieces are laying across my wall. I? can send pictures of how the items were delivered. We have been disrespected and ignores through their corporate office regarding the situation. We do not want the product nor do we want to conduct business with a company that misleads their customers. We were told we could not refused the product s en though it was damaged. The only thing we could do is contact corporate and they would take care of it. However this has not been the case. The easy most efficient way for this to be taken care of is by having them pick up the broken product and cancel the order in full. I don’t have enough time during my workday day to be calling corporate only for them to say manager is t available that can handle my situation . It has been over a week and nothing has happens and not one manager with the availing to make things right has contact it is. I? was told yesterday on 11/21 that someone would call me back today. However it is 4:55 pm and not one person has attempted to call me. The only phone call I’ve received is about someone coming to repair the furniture that can’t be repaired!! Time wasted is money lost! That can’t ever be replaced! I? just want the product that was delivered in terrible condition. Be picked up and clthenorder fully canceled. I’m also being charged for insurance on the product and I? worry if I? ever have to use it how I? will also be given the run around and be ignored. The cost of the insurance I? believe was an additional 300 dollars. This company has already ripped us off and it has  only taken them one simple delivery to do so! There is not enough upload rooms to show the rest of the damage parts.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  in your response to Revdex.com, you only talked about Montage Furniture Services. Their integrity is not in question but yours is. I got your pretty little brochure about Montage warranty but it wasn't until I tried to file a claim with them that I was emailed the actual stipulations of the warranty. Montage has done nothing wrong, the responsibility lies with you, Ashley Furniture in Conroe, TX. You allow your employees to be deceitful and lie to customers so they can make a few extra bucks. Montage even told me that they have problems with YOUR store by misrepresenting their warranties. You need to take responsibilities for your employees. You need to honor their promises. I talked to one lady in customer service that told me that my furniture was repairable but I am responsible for cost. Her manager did give me a "generous" $100 discount on materials that will take 3-5 weeks to get here then I have to schedule someone to come and repair the damage. Excuse me but $100 for fighting with you for over a month and having to wait another month for repair. I will fight this issue as long as I have to but how can you allow this to keep happening?  This is your hell that you are living in and I don't know how you can sleep at night knowing that you and your employees doing what you are doing.  At the very least, I should also get a refund on my warranty. 
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience of warranty issues. I had the pleasure of speaking with Ms. [redacted] regarding the issues she is having with her mattress. We do have a plan of action and I will continue to follow up with her until the issue is...

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

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,Our customer was delivered on 09/18/2015, this issue should be resolved.   Please have the customer contact us if this has not been resolved.Thank you,[redacted]Office of the President

Dear Revdex.com, I have spoken with our accounting department. The check was processed on the 8th of this month. It was then forwarded to be signed and then mailed on the 18th of this month via USPS. If our customer hasn't already received the check she should be seeing it any day now. 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]

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]

Complaint: [redacted]
I am rejecting this response because:Revdex.com:To reiterate my point, I would like to highlight a few areas where items could be improved:1. Speed up answer time periods for existing customers, asking a current customer to hold for up to 30 min is not good customer service. When I chose the option to purchase or speak with sales, I had less than 5 min holding time period. That doesn't bode well for the existing customer who is having issues with a product. 2. Place tracking mechanisms on the product that you are sending for repair, note when the product is delivered/received and then contact the customer to schedule repair rather than having them call and wait on hold (see #1) to schedule something now that they have received the product. Package tracking is not a new concept and having an automated system that sends them to a resolution que to help the customer should be a simple fix. 3. Perhaps create a resolution que that will jump the customer to a shorter service line que, higher priority, and allows for them to feel their needs are being met in a quicker more professional manner.4. If the customer can not be reached by calling them, contact via email and provide an opportunity to schedule via an online appointment service. Having the customer return a call and get into a que to simply schedule a call seems redundant and not timely. Lastly, in regards to your offer of a $100 loyalty card. Let's skip all the red tape and go straight to the point. I do not wish to ever be in an Ashley store again. Nor do I really have a desire to purchase anything from them again. However, I do believe that the offer is a solid attempt to try to appease a disgruntled customer. So I am willing to accept the loyalty dollars but prefer to just order what I want now through you, and you make the rest happen- with ease. I am in need of new lamps. I like [redacted] Rishona Table Lamp set. These are well under your $100 predetermined amount as they are on sale for $89.99. The website for Ashley says there is free shipping for them. I do not wish to go thru the ordering process of them myself. If this can not be done without me as the middle man, I really do not accept your offer as a resolution because it simply throws me back in the customer service black hole and misery. I appreciate your attempt and hope you accept my proposed solutions as noted above and the solution offered. 
Regards,
[redacted]

Revdex.com:
[redacted] called me and was very professional on the phone. She told me she would assure me that momtage insurance would be refunded but for me to wait 7-10 days for it to process. She also assured me that adjustable base would not be charge and that matress cover was ready for exchange from queen size to King size. I went to the store on August 6th, 2016 and store manager [redacted] did the exchange. So far they have told me everything that a happy customer wants to hear, I just need to call finance company and make sure that products (adjustable base never got charge and Montage insurance was refunded). Thank you for helping me Revdex.com to solve this matter! 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 our customer has had with refund issues. I am showing that our customer was refunded 9/9/2016 with $61.48 being placed back on his Mastercard. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
The situation had not been resolved yet.Waiting for furniture to be replaced in satisfactory condition.They are not going to take ownership of the damages the delivery person did. Sad thing is they charge you to deliver so the furniture,  should be handled with care starting ftom the warehouse to the custoners house. I will never buy or trust Ashley Furniture again 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Today I finally saw a credit to my credit card from Ashley Furniture in the amount of  $2121.68.They have not refunded me the delivery fee of $159 as they have promised. They still owe me a credit to my credit card in the amount of $159.
I would like this resolved ASAP.
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had with furniture quality. I have spoken with our customer in detail regarding all the issues she has had. We will be picking up her table and chairs as requested and refunding her money. Thank you for...

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

Dear Revdex.com,  We have provided this customer with service above our normal policy.  At the time of purchase our customer was provided the refund policy as well as the reselection policy.  We will gladly process cancellations within 48 hours of sale being written without penalty and issue our customer a full refund. All cash refunds will be issued in the form of a check.  There are no cash refunds.  All check refunds will be issued upon eligibility.  All customers paying with a check or Tele check must wait seven to ten business days from the date their check was deposited before a request for a refund will be made.  All refund checks are issued out of the corporate offices and are not available for pickup.  Refund checks will be mailed directly to their home.  The refund process for both credit cards and checks will not begin until all merchandise is returned. If the customer wishes to cancel their purchase AFTER 48 hours we will gladly assist them with a reselection only.  The reselection must be; equal to or greater than the original purchase amount.  The furniture our customer has is 100% faux leather – made of Cotton, Polyester and Polyurethane.  Typically we only replace or offer credit for items that are 100% DuraBlend or 100% Leather.  We made an exception to assist this customer with her concerns.  We provided FULL credit, we have told her she doesn’t have to wait for the furniture and we have opened up her re-selection to anything in the store.  We do not provide monetary refunds after 48 hours. Thank you, [redacted]

Dear Revdex.com,Please convey our apologies for the experience our customer has had.We have approved cancellation and are processing the refund.  I show we last spoke to the customer on the 11th.  We are keying the return of the merchandise so we can pick up and then process the refund.I will...

check with the department working this issue so we can expedite as quickly as possible.Thank you for bringing this to our attention.Sincerely, [redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with refund delays. I spoke with our accounting department and our customers refund was loaded to RAC on 4/8/16. The customers refund will be coming from RAC not from us. If there are any further concerns...

regarding this refund Ms. [redacted] would need to contract RAC directly. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I was told that the earliest date I could get the correct sofa was the 22nd and now it's the 30th? That is completely unacceptable. I was unaware that it was a common business practice to lie to a consumer and take their money without providing a product. Either provide compensation or issue a full refund for the sectional because by the time the 30th comes the "new" delivery date will be February 20th. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Ashley has contacted me and has stated that they want to make this right however, until the bed has been picked up and I have been credited back for the bed, this will not be resolved. 
Regards,
[redacted]