Walking World

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]

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 inconvenience our customer has had with mattress comfort. As each person's sense of comfort is unique, Ashley Furniture Home Store 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 vary 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 manufacturing defect that has not been soiled or stained in anyway. Manufacture defects are defined specifically by the mattress manufacture and are not subject to our negotiation. This mattress does not have a comfort guarantee so for us to exchange it we would have to find it defective. We sent one of our Craftsman to inspect our customers mattress and he found that the mattress had one impression of 1/2 inch and another that was 3/4 inch. This manufacture requires an impression of 1 1/2 inches. We have another Craftsman set up at the customers request to go back and see if the mattress has gotten worse. If the Craftsman finds that there are no defects again we will gladly set up another inspection for 30 days after.  Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com, I spoke with both Mr. and Mrs. [redacted] regarding their concerns and assured them that there was nothing to worry about. Their sofa was delivered 12/11/15. This issue should be resolved. Sincerely, [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]

Dear Revdex.com,  Please convey our apologies for the inconvenience that our customer has had with warranty issues. I spoke with Mr. [redacted] regarding the issues he is having with his furniture damage. As a courtesy I will be ordering the materials needed to restore his furniture and will...

schedule a Craftsman to go and install once material is received. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with furniture quality. I have reached out to Mr. [redacted] requesting pictures of the furniture and the damages. Once I have those I will proceed in seeing what can be done to resolve this issue. Thank you...

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

Dear Revdex.com,We have contacted our local store and they were not aware of any credit that was offered to our customer. The store is reporting that she went in to speak with the store manager due to her actions with the drivers.  Last they were aware we were still awaiting to deliver the new pieces.As a gesture of good will I will be more than happy to submit for a 100.00 gift card to be mailed to our customers home.Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President

Dear Revdex.com, Please convey our apologies for the inconvenience of delivery issues and customer service. I have spoken with Mr. [redacted] and have offered to refund money to his account. I have also assured him that if any other problems arise that I would be available to help him. The...

refund should be reflected on his account within 7-10 business days if statement is received electronically. If statement is received in the mail the refund should be reflected within one to two billing cycles. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: it needs to be forwarded to the correct store. 
Sincerely,
[redacted]

Dear Revdex.com, We have processed a refund request for our customer for the price of the headboard and delivery fee. This will include the taxes. The refund will go back on the Visa card used at time of purchase. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: there is no way the bugs were brought into our home except by this bed. I believe Ashley Furniture has a 14 day return policy and this bed may have been removed from someone else's home and then brought to mine. The furniture was not wrapped in plastic when delivered and any other purchases I've had delivered they were completely wrapped in plastic until brought into my home.  A replacement headboard needs to be issued to us. 
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had with delivery issues. I have reached out to our customer via voicemail and email. I look forward to helping her out and resolving her issues successfully once contact is made. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,We will be in contact with the customer. I will be leaving today shortly for an appointment and will be out on Wednesday. I will be contacting the customer on Thursday. We do apologize for all her inconvenience.Thank you,

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:
Regards,
[redacted] Ashleys tech, [redacted] came to inspect the bed this morning. He was very respectful and acknowledged there was issues with the bed. He said we should get a response back from Ashley regarding the base. Today 4 PM [redacted] from Ashley corporate calls about today's report and said they were going to reach out to the Manufacturer, which I then stated the manufacturer has already come and claims the bed is up to spec, when in all due reality isn't. Apparently the company that came to inspect the bed was not from the manufacturer but a 3rd party company called US Quality. Kiim "the manufacturer" was not apologetic nor cooperating at all when I spoke to her last. She repeatedly told me the bed was normal and had to go by what their tech report said. Because of the hassle and constant phone calls & uncomfortable sleep we ask that the whole order/product be picked up. We wish to not do business with such company that will not stand by their product and acknowledge defects. This whole ordeal has truly been a disaster since our first communication with them starting March 10th. I have s[redacted]al health issues and this particular situation has caused stress. Again, we ask that all items including base, mattress, dresses mirror,headboard/footboard, nightstand be picked up and refunded the whole amount back including delivery to our Ashley credit card as soon as possible. Thank you Revdex.com for your attention to this matter.

Dear Revdex.com, Please convey our apologies for the inconvenience our customer had with delivery. Our agent [redacted] has been working with this customer and made sure they received a non-damaged headboard. There was also compensation offered. 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.
Regards,
[redacted]

Dear Revdex.com,   Please convey our apologies for the inconvenience of the items having problems. We are reviewing this and looking into what option we can offer. Once we have come up with option we will contact the customer.     Thank you for bringing this matter to our attention.  ...

Sincerely,

Complaint: [redacted]
I am rejecting this response because: the mattress does not say as is ...there is no words indicating as is.. and I want to see the delivery photo the delivery personal took ..it will show stains on matress..and they as is box spring is the cause of the matress to be defective
Regards,
[redacted]