Walking World

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, 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,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 damages to our customers furniture.Our team has made contact with this customer today,  we are currently scheduling for a craftsman to go out on 10/14/15 to stitch the chair and address the frame issues to the love seat. Our team has informed...

our customer that we will be in communication throughout the process of getting these issues taken care of and if she has any further questions, she can certainly give us a call with the information we provided.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 inconvenience that Mr. [redacted] has had regarding his refund issues. We did cancel his order for him on Dec. 27, 2015 and the refund was posted for payment to his Visa card on Dec. 28, 2015. The refund should be reflected on his account within...

7-10 business days. Some credit card companies will hold the funds 3-5 days before releasing them to the customer. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Hello, I have reached out to Mrs. [redacted] and apologized for the way our customer service department spoke to her. I also explained why we needed those pictures as well as the process required to take care of her peeling sofa and loveseat.  The customer will be sending the pictures...

directly to me and I will be submitting a claim for her, I will also be reaching out to the customer once I have a responce back from the manufacturer. Thank you, [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,

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

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 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]

Complaint: [redacted]
I am rejecting this response because: If they would of told me that I wouldn't of bought the bed. I would of hoped that they would of been honest enough to inform me of that instead of just making a sale. I'll never shop at Ashleys again!
Regards,
[redacted]

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 delay our customer experienced in receiving their 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.   The furniture was delivered on the 5th.  We have attempted to reach our customer, but have not been successful yet.  We will continue to try and reach our customer.Thank you for bringing this matter to our attention.Sincerely,[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]

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 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

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I received the missing product last night and the company claims to have mailed out a small gift card to use in a store.  Once the gift card is received this resolution will be satisfactory to me.
Regards,
[redacted]