Walking World

Dear Revdex.com,We will be in contact with the customer. I do see a claim in the system for the damage to their ceiling fan, they will be reimbursed for the damage. Unfortunately, we will not be refunding the full purchase price. I can offer compensation, and will contact the customer.Thank you,

Dear Revdex.com, Please convey our apologies for the inconvenience of furniture damage. I have spoken with Mr. [redacted] and he will be sending me pictures of his furniture. Once I receive the pictures I will open a claim for him. Thank you for bringing this matter to our...

attention. Sincerely,[redacted]

Dear Revdex.com, Please convey our apologies to our customer for the inconvenience they have had with warranty issues. I have reached out to our customer requesting additional pictures and will be more than happy to submit a claim to the manufacture for her. Thank you for bringing this...

matter to our attention. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As I stated before, a licensed pest control technician visited our home and stated the bugs were coming from the headboard. Our mattress and the rest of our home was inspected and no bugs were found anywhere else in the home. Based on the same photos I've sent to Ashley Furniture, the bugs were stated to be coming from the headboard. I will not accept a store credit, I will accept a refund for the amount I paid for the headboard plus tax and delivery cost. I do not want to purchase anything more from your store. A refund check can be mailed to my residence.  $459.98 for the headboard $149.00 for delivery $148.25 for the tax.  I paid $1945.22 for my entire purchase, I think it's the least you can do for my troubles. 
Regards,
[redacted]

Dear Revdex.com,The check (#[redacted]) has already been placed in the mail being sent to the customer's home address.  We cannot issue another check to the store.  This refund completes the customers request.  We ask that you close the complaint as no further action can be taken to assist our customer.If our customer does not receive the check, we can verify it was not cashed, void it and process another check and we will be glad to request it goes to the store.  However, the check should safely find itself at our customers home. Thank you for bringing this to our attention.Sincerely, [redacted]

Revdex.com:
The company did send out a new draw and tech to input the new draw.  They also sent out their delivery driver to bring out and install the new rails on the canopy bed.  The rails that they sent out did not fit.  After this we contacted the manager at Ashley and have finally been able to reach an agreement.  Ashley has agreed to refund our money and take the furniture back.  They came out yesterday to pick up the furniture and now we are waiting on the refund.  At this point all has been resolved with the Company.  Thank you for your help in this matter.
Regards,
[redacted]

Dear Revdex.com,   Please convey our apologies for the inconvenience of  refund on the montage the full amount will be refunded.   We have to wait for the items to be picked up before the customer can get their full refund.      Thank you for bringing this matter to our attention.    Sincerely,

Dear Revdex.com,Please convey our apologies to our customer for the wrong chair back they received.We have contacted our customer and advised that on 07/31 we ordered a new back and should be delivered within the next 2-3 weeks.  This would put delivery either end of this week or next week.  I...

have also given the customer my contact information so that when received she can contact us to send the certified craftsman to install for her.Thank you for bringing this matter to our attention.Sincerely,[redacted]

Dear Revdex.com, I would like to sincerely apologize about our customer's experience. I know she did not receive this apology with her initial inquiry and for that I am deeply
sorry.We are more than happy to compensate our customer on the item that still has not been delivered.  We can offer an...

additional 30% off the recliner.  This would be a discount of 84.00.  We can have this refunded to our customer's [redacted] Financing.Please
understand that our quoted ETA’s are subject to product availability and this item was damaged.  We ordered another piece and the absolute soonest date that we could get a replacement is for 11-05-15. I know that is not the most assuring thing to hear when our customer is anticipating getting this new product in their home, but I assure you we do our
absolute best to fill our customer's home with our beautiful furniture as quickly as we
possibly can. Our customer support service; in store and via phone is designed
to alleviate customer frustration, not add to it. When a problem of this
nature occurs, we want to know about it. We are grateful our customer has
brought this to our attention. The representatives in question have been dealt
with internally. Ashley Furniture wants to deliver preferential treatment
to all its customers.Please know it is
very upsetting to hear stories like this, and I wanted to reach out
to this customer to let them know that we care. Again, I am very sorry for the experience our customer had and I am here for them if they have any other questions, concerns or
comments. Thank you for bringing this to our attention.Sincerely, [redacted]Office of the President

Complaint: [redacted]
I am rejecting this response because: I still have not seen the credits issued to my Amazon credit card or to the in store financing for the 10% discount that was to be applied and the refund of the box springs and remainder our the delivery fee.  Once those credits appear on my account I will be ready to accept final resolution of the dispute.
Regards,
[redacted]

Dear Revdex.com,I just spoke with Mr. [redacted] and he has received his loyalty card. [redacted]

Dear Revdex.com,Please convey our apologies for the difficulties our customer has had.We agree that furniture should be free of material manufacturing defects when received from us.  We are constantly working to develop and maintain the best customer service standards in our industry....

Our management is charged with a great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. We have contacted our customer and informed we will gladly exchange the damaged pieces, as it was reported within the approved amount of time for delivery/manufacture damages.  We are scheduled to bring out the new furniture on 08/20/15 as well as pick up the damaged furniture at the same time.Thank you for bringing this to our attention.Sincerely,[redacted]
[redacted]

We have been in touch with ErgoMotion. They said they neveer heard back from the customer regarding issues with the base, so they thought the last technician had fixed the issue. They have had some issues lately with a local fire. They will be reaching out to the customer to get these issues resolved.Thank you,[redacted]

Dear Revdex.com,We have contacted this customer and are offering a refund of the delivery fee; 149.00 plus tax.  We are also offering and exchange of the box spring.  Our customer accepted this offer.Thank you for bringing this to our attention.Sincerely,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer had with their sales experience. Our records show that this mattress was exchanged for the correct mattress 11/4. We have made the manager for that area aware of this experience. Thank you for bringing this...

matter to our attention. Sincerely, [redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience created by the merchandise availability and communication.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 also very important to us that our employees provide clear honest communication and set realistic expectations.  Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We are constantly working to improve these systems.We have contacted our customer.  As the purchase was not yet delivered, we agreed to cancelled and refunded at our customers request.  We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter 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. I want to thank the Revdex.com for their help in getting this resolved.Regards, [redacted]

Hello,We would like to apologize for the delay in getting the items to you, the time frames that are given are an estimation based off of the stops we are making and are projected for the day two days before delivery. On the day of delivery delays can occur, such as the delay you had, causing us to be later than we had anticipated and resulted in us not being able to complete the delivery. Our drivers try to go within the time frames given as best they are able, but unforeseen issues such as bad traffic or an issue at another delivery does cause us delays. Looking into the order we are showing that the items that are remaining to be delivered are being processed with our billing department for cancellation as well as one item that was delivered on 1/13/18. We apologize that we were unable to meet your exceptions as a result to delays on the items as well as delivery complications. A member of our billing department will be reaching out to you to schedule a pick up for the cocktail table that was delivered on 1/13/18, once this item has been picked up the refund will be sent to your financier. The end tables that were not delivered will be canceled and the cancellation information will be sent to your financier to inform them that they should not charge you for those items. I am showing that additionally you will be receiving a refund on your delivery fee as compensation for the delays that you had, we would not be able to offer any additional compensation.Thank you,[redacted]

Dear Revdex.com,Please convey our apologies for the experience our customer has had with us.The refund for $100.00 has been created in the form of a check.  The check number is [redacted].  This check will be placed in the mail and sent directly to our customer.Thank you for bringing this to our...

attention.Sincerely, [redacted]

Hello,This customer has filed a claim with our mattress claims department on 12/11/17 about their adjustable base they received on 12/6/17. Our mattress claims department has responded to this claim on 12/15/17 informing the customer of the resolution.These bases are no longer sold from the...

manufacturer with the retainer bar as they are now built with Velcro on the bottom that hold the mattress in place. However, if the customer is needing something extra the manufacturer does offer a retainer bar that can be ordered directly from them and shipped to the customer. The retainer bar is extra and does not come with the adjustable base. The mattress purchased with the adjustable base is a compatible item and should not need the additional retainer bar. The customer has been informed that we would not be able to order this part, it is an additional purchase that must be made with the manufacturer, the customer can call them directly to order it.Thank you,[redacted]