Walking World

Dear Revdex.com,We have reviewed our customers complaint and experience and are [redacted]ing to make an exception to our current policy. We are offering our customer a refund of the sofa she was given as a loaner and the 3pc table set.  We [redacted] only allow the return of these items if they are in showroom quality.  We [redacted] not refund the chair and ottoman as these are floor model, AS-IS pieces.  We do not offer repairs,additional discounts or returns when a customer has received an “As-Is” floor model product.  We have informed our customer of this option and are awaiting her decision.  It was explained to her that we are making an exception to our policy, our customer has ONLY 2 options;  she can accept the 1/2 off the sofa and [redacted] deliver it at our next available delivery date or she can return the sofa and table set for a refund.Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com,   Please convey our apologies for the inconvenience of  the delay of product.   (Currently the customer is schedule for delivery on January Saturday 21st.  I will follow up with the customer after delivery has been made.     Thank you for bringing this...

matter to our attention.   Sincerely,

Dear Revdex.com,Please convey our apologies for the defective carpet our customer received.Accessories are shipped directly from the vendor to our customer’s home via UPS or FedEx Ground.  We agree that furniture should be free of material manufacturing defects when received....

  Accessories ordered brand new from the manufacture may be returned in showroom quality condition within 14 days for a reselection, this includes direct ship products as well. We have agreed to refund our customer the cost of their rug.  We are showing that a refund was processed on 04/27/15 to the customers VISA.We have tried to reach out customer with no success. We will continue to try and reach out to our customer.Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President

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: I have been told on two separate occasions that a check was sent to my house, and I have yet to receive it. Please issue the check directly to the store at: [redacted] so that I may pick it up in person.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have all the documents that were provided to me during my purchase. I have a copy of my receipt that states that I 1) purchased 2 couches, and 2) purchased the warranties associated with the couches.  No where does it state that I need to have a bar code to return these couches.  Also, there is no evidence that there ever was a bar code on my sofa. I believe that my receipt should be all that is required.  [redacted], the director of the Customer Care Advocate contacted me this morning and asked me while escalating this issue and I told him that I since the last time I spoke with him.  I think he was offended that I decided to write to various corporate individuals  I have not received any correspondence from [redacted] saying that they are looking into my case.  I asked him if he could send me some sort of written verification that they are looking into this matter.  I have attached a copy of the email as well. Mr. [redacted],I wanted to send you this email per your request as documentation of our conversation.  We have received your pictures of the sofas and have submitted them to AFI for possible credit.  Now, as we discussed, one of the requirements is that the serial tags be present.  On your items those serial tags are not present.  Therefore we have submitted to AFI for a possible exception.  We are awaiting their response.  Please understand that this can take up to 4 weeks for final decision.  I have been in contact with AFI and am working to expedite this. If there is anything else I can assist with please feel free to reach out.
Regards,
[redacted]

Complaint: [redacted]
I have talked with the business now and let them know that the furniture arrived timely and in satisfactory condition but that I am waiting to find out how the issues raised by my experience have been addressed.
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.
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the confusion.We agree that we should refund our customer the 64.95.  I will submit the paperwork to our accounting department to process.  We have contacted our customer and informed.Thank you for bringing this to our attention.Sincerely,[redacted]...

[redacted]Office of the President

Our customers furniture was delivered on Saturday 05/02/15.  I have submitted the $318.25 refund along with $107.83 which was originally to be an in store credit, however offering as a refund due to her experience, totaling $426.08 for a total refund.  The compensation our customer is requesting is still being processed.    I tried reaching back out to our customer today to follow up on the delivery and to inform of the refund.  Also to discuss compensation.  I will try again tomorrow to reach our customer.   Thank you,

Dear Revdex.com,Please convey our apologies for the inconvenience of the sales experience that Ms. [redacted] has had. I have called and left a message leaving my direct line and extension for Ms. [redacted] to call. I will be more than happy to assist her with resolution to her complaint when we...

speak. 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 delivery delays. 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. Mrs. [redacted] has received all of her furniture and was offered a $100 loyalty card which she accepted. I will also be processing a refund in the amount of $150 to be put back on her debit card. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I did called [redacted] they send a technician few month ago. Their response was  it is not accidental damage. [redacted] is a warranty company from Ashly furniture store. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have spoken with [redacted] several times regarding their customer service issues and poor service, and have received zero resolution to this problem.  They finally came out last night and fixed the drawer, but I still have no financial compensation for the time it has taken to resolve this matter and the delay in corrective action.  I have left [redacted] 2 messages without a return phone call within the last week so I am not sure she will truly call me as Ashley furniture states she will. 
Regards,
[redacted]

Dear Revdex.com, Thank you for bringing this matter to our attention. I have gotten with our order management team to see if we can rush this customers exchange for her. Once I hear back from them I will follow up with our customer and schedule accordingly. Sincerely, [redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had. One of our agents has spoken with Mr. [redacted] regarding all of the issues they were having with furniture quality and damages. He stated that he was happy with the...

rest of his furniture (bedroom and dining room) but said it was the living room furniture that he was not happy with. Management approved a return and refund of all the living room furniture which happened 05/04/2016. The refund was processed back to our customers Synchrony account along with a delivery fee. The refund should be reflected on their account within 7-10 business days after pick up if they receive their statement electronically or one to two billing cycles after pick up if they receive their statement in the mail. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because after speaking with Ms. [redacted], she informed me that since the...

original tags with the bar code are no longer on the furniture, there is no guarantee that a refund will be issued by the manufacturer.  There were never any barcodes on the furniture upon delivery.  Under the seat cushions of the furniture are labels with order numbers that match the order numbers on my invoice which I have in my possession.  Ms. [redacted] says it is at the manufacturer's discretion if a refund would be given.  The furniture is in pristine condition, as seen in the pictures I submitted to Ms. [redacted].  It is a manufacturer defect as to why the furniture is peeling, no fault of my own.I want confirmation that I will receive a refund.  I purchased the furniture from Ashley Furniture, not the manufacturer.  Ashley should issue the refund and deal with the manufacturer for reimbursement.
Regards,
[redacted]

Dear Revdex.com,     Please convey our apologies for the inconvenience of the damage on the sectional   I will be working with the customer to either get an exchange or refund done.      Thank you for bringing this matter to our attention.    Sincerely,

Dear Revdex.com,Please convey our apologies for the damages and delays our customer has experienced.We currently have our customer scheduled for 10/09/15.  We will be exchanging sofa [redacted] for a new [redacted] sofa.Thank you,[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]