Walking World

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 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

Dear Revdex.com, Please convey our apologies for the inconveniences our customer has had with furniture damage and customer service. I have reached out to our customer and look forward to helping her out. I will submit a claim for her on her furniture and once I have received that credit I will...

contact our Consumer Affairs department and have her credit transferred to a franchise in her current area. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,Please convey our apologies for the delay in furniture.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.   Per our terms and conditions; we will gladly process cancellations within 48 hours of the sale being written without penalty and issue a full refund.  If a customer wishes to cancel their purchase AFTER 48 hours we will gladly assist them with a reselection only.As a gesture of good will,  we have processed the cancellation.  We have informed our customer of this and apologized for the merchandise availability.Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President

Dear Revdex.com,We have attempted to reach our customer, but have had no success at this time.  Please let us know if our customer contacts you again with additional contact information.  We will also continue to try and reach our customer with the information already provided.Thank you,[redacted]...

[redacted]

Dear Revdex.com, Please convey our apologies for the inconveniences our customer had with furniture delays. We have cancelled our customers order and no charges were made to their Synchrony account. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience of this customers damaged furniture.We support the limited warranty provided by the furniture's manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are...

publicly available through the manufacture's website and can be provided on request. in accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to showroom quality condition.I have attempted to reach Ms. [redacted] and will continue to do so. Sincerely,[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience the warranty process has caused.We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly...

available through the manufacture's website and can be provided on request.  [redacted] Furniture shown on our showroom floors are chosen at random from our stock unless specifically posted otherwise on the display.Our customers satisfaction is important to us and we appreciate our customers patience with the warranty process. We have discussed options with our customer and agreed to provide exchange as requested.  Thank you for bringing this matter to our attention.                                   ...⇄ of the President

Complaint: [redacted]
I am rejecting this response because: I spoke with [redacted] and she told me she was calling in reference to my complaint on the company's website (she referred to it as the industrial site???).  I told her that I had since lodged a complaint with the Revdex.com and asked if she was calling about resolving that issue. She didn't know about the Revdex.com complaint and suggested someone else would have to deal with that.  Our conversation ended there.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I'm not in agreement with the companies response to the damaged furniture.  First of all this has required a lot of additional time on my part in which the company has failed to notice.  We had to be available for 3 deliveries and 1 appointment with Tech.  In these 4 appointments they gave a 4 hour window so we had to be around the entire time waiting.  Each time has required either my wife or myself to miss work.  This should not have occurred when you spend $3,700 on brand new furniture.  I believe this just speaks loudly the quality of the furniture.Next, when the tech came out to my house.  He stated to me that the bed rails were a manufacturing defect...He did not state anything to me about them being to spec.  He told me I would have to get back with the customer care department to have them take care of this since he did not have any replacement parts.  Please see attached photographs 0221 & 0222 of the bed rails....This does not look up to spec in my opinion.  The bed rails on the showroom floor when purchased did not have the damaged areas on them when I purchased the bed....If it would have I would NOT have purchased it.  So I cannot agree that this is to spec.Third, the chest that was sent out was never assembled correct....Which is the reason the top draw feel apart.  I agreed to let the tech come out to repair and if I was happy with this there would be reason to replace.  This was the agreement I had with [redacted] at customer care.  Well, needless to say when the tech came out he did not fix this correctly.  Now the draw will not close...Please see photo 0278, which shows the bottom of the top draw uneven from the draw below because the glider was installed incorrectly by the tech.  The company did send a replacement draw to my house, which I received yesterday.  However, I'm not in agreement that the replacement draw will fix the damaged chest.  The chest was installed incorrectly by Ashley and there is likely additional defects that could go wrong.  I believe the fair thing would be to replace the chest with one that was installed corrected from the manufacture.  When I purchased the chest I purchased on the intent I would have a brand NEW chest free of defects...And that is what I am requesting.I have also requested credit for the time we have had to spend dealing with these issues.  I received a non-detailed response that Upper Management requested my request of $1,000.00.  I know they gave me the delivery fee back and an additional $100 (The additional $100 was only because [redacted] misstated in her email the credit for the deliver fee as they did not intent to give this until I commented on it).  I have requested the name and number of the manager so that we could contact them directly to discuss the issues...However, [redacted] has failed to provide this information.  I do not feel that we should be burdened with the full cost of this furniture with all the problems we have had...The company should have to share some of the cost for producing a below average quality product.In order to resolve this matter property we would like to see the rails replaced with undamaged ones, a new chest delivered, and some type of credit for the time it has taken to deal with these issues.  Hopefully, we can resolve this matter quickly with Ashley so we can all go back to normal dealings.  All we are seeking is to be made whole.  If you have any questions for us please let us know.  Thank you for your help in this matter.
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with warranty issues. I have called and left a message for our customer so that we could go ahead and schedule him for service. We will waive the fees on this service for him this time. Thank  you...

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

We are currently looking into this situation. As a side note. We don't know where the customer is getting her figures from. He whole order was only $1,319.16. The cost of the mattress was $407.20. We will be getting back with you soon. Thank you

Dear Revdex.com,Please convey our apologies for the peeling issue our customer has experienced.Leather and synthetic leather products while more durable than many fabrics are not impervious to ware.  To get the longest life out of these products it is necessary to practice regular care...

and cleaning. Specific instructions can be provided on request and are available online at the Ashley Furniture Home Store website as well.We have contacted our customer and explained that we can try to obtain approval from the manufacturer to either replace, credit or order material needed to restore the furniture.  We will contact our customer again as soon as we have the approval/denial from the manufacturer directly.  I did also explain that this is the only recourse we have when it comes to peeling claims that are beyond the 1 year warranty.  Our customer understands that I will do all that I can to get this resolved.Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President

Complaint: [redacted]
I am rejecting this response because:the base they want to replace is a plastic covered in a thin wood varnish. It is not wood. However we paid wood price for it of 500$ just for the base. The base is a faulty mid sold product. We were told it was a solid wooden table and it is not.we would like the whole table replaced for a solid wood table with a wood base. Furniture at this price, missold is criminal. When a business had to add plastic onto 1000$ tables they are very deceiving .  
Regards,
[redacted]

Dear Revdex.com,   Please convey our apologies for the inconvenience of the refund request. It has been process and applied back to the customer credit card. It was process on 3/22. The customer should have the money within next 3 to 5 days.     Thank you for bringing this matter to our...

attention.   Sincerely,

[redacted] This is the email you requested.  On August 11, 2015, I agreed to receive a $100 "loyalty card" for enduring the nightmare of doing business with Ashley Furniture Warehouse. According to [redacted]'s email, the card processing and delivery was to take approximately two weeks. As of today, October 20, I have not received the card in question. Approximately five or six weeks ago, I left a voice message on [redacted]'s office phone regarding the issue at hand and my call was not returned.   Let me know if you need something else. 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]

Dear Revdex.com,We informed Ms. [redacted] we would be glad to help regarding the damage to her home.  I sent her the following information to start the process:----From: [redacted] Sent: Friday, January 01, 2016 2:04 PM To: [redacted] Subject: RE: RE: RE: Reschedule furniture deliveryAccount number [redacted]Ms. [redacted],I have gotten with our executive team and agree that we will assist with the in home damage.  You stated it was paint on the floor?  Is this correct? What we will need in order to resolve your in home damage is for you to send us two estimates of the cost it would take to restore your home.  We will review these estimates and inform you which company we would like to move forward with. At that point in time you will pay for the repairs and we will reimburse you once we get the notification that the repairs have been completed.   Once completed,  we will need a copy of the receipt showing paid so that we can reimburse the cost to you. ------We attempted to exchange the dresser, however it had a small damage, and the customer refused.  we will continue to try and exchange the dresser and mirror.  I have included a photo of the delivery attempt.We are assisting the customer with each complaint she has.  We will continue to do so until everything is resolved.Thank you,[redacted]

Dear Revdex.com, Please convey our apologies for the issues our customer has had with furniture repairs. I will be contacting our customer 8/16 to schedule an exchange on their sofa at their convenience. This will be a new sofa and I will make sure that it has an inspect prep code on...

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

Dear Revdex.com,We have submitted this claim to the manufacturer - Ashley Furniture Industries in Arcardia, WA.  Our franchise cannot process any claims until we get the approval from them.  Regarding the staples coming off, as stated previously we can schedule a craftsman to come out and re staple the sofa.  We can have a craftsman out on 04/01.Thank you, [redacted]