Walking World

Dear Revdex.com,Please convey my apologies for the confusion with the floor model purchase.I do show where we canceled the sale and a refund was processed back to the customers MasterCard on 10/08/15.  This amount should be available to the customer on their card.Please let me know if this has not...

been resolved, as I am showing no further action is needed.Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com, We have assembled bed and that is complete and a refund of $508.55 was credited to our customers account 9/5/16. If they receive their statement electronically the should be able to see the credit in 7-10 business days. If they receive their statement via USPS the should be able to see it in 1-2 billing cycles. Sincerely, [redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had. Mr. & Mrs. [redacted] have been working with out agent [redacted]. Their bed has been assembled and we have offered compensation for the inconvenience they have had. Thank you for bringing this matter to our...

attention. Sincerely, [redacted]

Dear Revdex.com,I show one of our managers spoke with [redacted] regarding the exchange.  We currently have her scheduled for 01/30/2016.  Sales order# [redacted] for item [redacted]  This should resolve our customers issue.  We apologize any issue came up at all, but we do want to...

rectify this situation as soon as possible.Thank you for bringing this to our attention.Sincerely, [redacted]

Dear Revdex.com, I have reached out to our customer and will be assisting her to get these items resolved. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,We are still trying to reach our customer.  We have exhausted all options with the manufacturer to receive this mattress sooner than 07/08.  We will continue to try and reach our customer.  Please let us know if our customer contacts you again with additional contact...

information.Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President

Complaint: [redacted]
I am rejecting this response because: So since the delivery team screwed up I'm suppose to inherent their mistakes of mishandling furniture. This is by far the worst justification for passing damaged furniture to a customer. If you bought this desk cash out of your hard paying money you would want EXACTLY what you paid for. My expectations was this desk would have a much less noticeable flaw. As a graduate student working on a degree in mechanical engineering I understand when you have a crack ESPECIALLY in leather the crack will grow when a stress level is reached. Since leather has a constant K1C property, there is always potential for the crack to reopen up depending on the stresses in the desk.  I will argue my case to a judge and explain this when we go to court seeing how you expect me to just roll over and accept your $25 in store credit which by the way will never be used. If having cracks in leather is considered manufacturering standard I am most certainly anxious what the Revdex.com thinks and what a judge would say. 
Regards,
[redacted]

Dear Revdex.com,This customer did purchase with us in March of 2011. Looking at the account it would seem the customer financed through RAC at the time. RAC is now AcceptanceNow. That could be why there is something on their credit report from AcceptanceNow. Thank you,

Dear Revdex.com,I have been working with this customer to resolve both mattress issues.   Currently we have both mattresses approved for reselection.  I spoke with the customer today to inform where we are at in this process.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because: As of this date 01/25/16 we have still not received a complete refund! They came and got the furniture over a week ago and still no refund! Ashley furniture has got to be the biggest con artist that I have ever had to deal with in my life!
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the experience our customer has had.Our delivery teams are trained to handle and install the merchandise professionally.  We value our customer’s feedback and will thoroughly examine the described events.We have sent a certified craftsman to our...

customer's home to restore the furniture to manufacture specifications.  We have been informed that the bed has been assembled using new screws and that our customer should see no further problems.Thank you for bringing this matter to our attention.Sincerely,[redacted]Office of the President

Dear Revdex.com,We have contacted our customer and received photos.   We are working with our executive team to see what can be done.   Since the furniture is from 2013 and is beyond the 1 year warranty, we need to have executive approval to assist.We will continue to work with our customer to...

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

Dear Revdex.com,Please convey our apologies for the service our customer has had.We contacted our customer and have informed them we are approving to process the exchange.  We currently have our customer scheduled for 11/20 - the soonest date we are getting a new bench from the manufacture.  We...

will be happy to follow up with our customer after the exchange has been completed.Thank you for bringing this to our attention.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: As I stated before, we measured the base for the table and our sales person [redacted] knew we wanted the base. I was told by [redacted] that the wrong base was ordered. Your store cannot get the same story told, yes a printout was given to me and I would never dream that a table would be sold without the base especially when YOUR salesperson helped us measure the base. I know she is new to sales, but really? Ok, well this is enough of my time, your business ethics stink and I have read other complaints. I am still not happy and I will not mark this as resolved as you and your people will not take responsibility for your salesperson getting it wrong. You are correct, nothing was wrong until the delivery came and the table was incomplete. You are blaming me and I am not the salesperson. I will make sure to tell everyone about your customer service resolution. NONE.
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience we may have caused our customer.We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed/refunded correctly.  These processes...

are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible.  We have researched the issue and show that we have successfully refunded our customer in March.  We have emailed our customer directly as they have an out of country phone number.Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President

Complaint: [redacted]
I am rejecting this response because: On Monday 02/29/16, I received an automated call to confirm service for Wednesday 03/02/16 for service between 3pm to 6pm. (I never called to schedule the service, I assumed since I submitted a complaint the week before the repair was going to be covered. ) I called back to confirm service as requested by the automated machine and I asked the person if the labor was being covered, he said it was. On the day of service 03/02/16, the Technician called me at 11:10 am saying he was on the way. I called him back during my lunch break at 12pm saying my appointment was between 3pm to 6pm. He asked if I could leave early because he was on the way and I told him I was already leaving work early to meet the 3pm to 6pm time frame so I could not leave earlier. The Technician agreed to come back after 3pm. Before we disconnected, I also asked him if the labor was being covered by Ashley and he said yes.Literally 1 minute before the Technician rang my doorbell I received a call from a Customer Service Agent trying to collect payment for the repair service. I explained that I wasnt paying for service, I never agreed to send someone back out and that I though Ashley scheduled the service because of my complaint. I also stated that I asked the Agent on Monday 02/29/16 and the Technician about the labor being covered and they both said it was covered and no charge to me. The lady said that was a mistake and I have to pay. The Technician was at my home and he was mad because he was told to collect and I wasnt paying for it, so he wasted his time. I was on the phone for 40+ minutes speaking to the Advisor and a Manager [redacted].Key Issues: * I never called to schedule service, I assumed it was set-up because of the complaint I submitted the week before. * I left work 3 hours early for nothing because the Technician left and nothing was repaired.* The Technicians time was wasted when he could have gone home earlier instead he waited for me, for nothing.* I had to work 11 hours the following day at work because I left early for nothing.The Manager [redacted] never apologized until I told her she was rude and she didnt even apologize. She admitted that Ashley automatically scheduled the appointment without my approval. She admitted the Agent on 02/29 and the Technician were wrong about covering the repairs costs. She admitted that they will take care of the Technician and when I asked about me wasting my time and leaving work early for nothing she said there was nothing to do for me.She was the Manager that I spoke to the week before and told me the repair was not going to be covered by Ashley so we ended as I would not do business with Ashley anymore. I submitted the Revdex.com complaint for one last attempt for assistance. She admitted that she didnt close the order which caused the additional order to be created.I have spoken to the local store about the issue by phone and in the store I spoke to the Store Manager John. He stated the store cant do anything and to call the 800 number. I call the 800 number and they say the only people that can assist would be the local store. Im going in circles and ending up no where. At this point, Ashley messed me up with missing work for nothing. My product is 3 years old and the frame needs repair work, this is a major component of the product and im asking for assistance with the labor costs.Regards,
[redacted]

Dear Revdex.com, We have Ms. [redacted] scheduled for an exchange on her sofa sleeper due to all the inconveniences. Sincerely, [redacted]

Dear Revdex.com,Please convey our apologies for the delay our customer experienced.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.   I show that we have delivered our customer's furniture on October 2nd.Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had. I have reached out to our customer via phone and email. I look forward to helping them resolve the issues they are having when contact is made. Thank you for bringing this matter to our...

attention. Sincerely, [redacted]

Dear Revdex.com,We are currently providing our customer with invoices to show the refunds we are offering.  We are offering 10% off all damaged items and are going to be sending a craftsman out to restore them as well.   thank you,[redacted]