Walking World

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with warranty issues with their mattress. Our customer has been approved for the comfort guarantee on their Westwood Hybrid mattress. Mr. and Mrs. [redacted] will be able to go to the store and re-select to any...

Serta or Simmonds mattress. They will be responsible for any amounts over the original price and forfeit anything under.  Thank you for bringing this matter to our attention. Sincerely, 
[redacted] Sincerely, [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]

Complaint: [redacted]
I am rejecting this response because:I still have not received the Bunkie Board that should have been delivered at the time of the mattress exchange.  Because the refund of the box springs is contingent upon Ashley furniture picking these up from my home, I cannot accept any response until this is finalized.  I have corresponded with [redacted] via e-mail about this, she stated that the delivery of the Bunkie board should have happened yesterday but has asked me when I can be available for yet another round of attempted delivery.  I have also asked for an ETA on when we should see the refunds for the additional discounts as outlined in the emails she provided. Once we get full resolution, including the delivery of the Bunkie boards, the pickup of the box springs and all refunds as promised I will be ready to accept the response from Ashley.  It would be nice for the lamps to be put back on the table as the issues with customer service have continued.
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]

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]

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]

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]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with furniture damage. I have ordered the material needed for our Craftsman so that he can restore our customers chairs back to showroom quality. This will be at no cost to them. Thank you for bringing...

this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,We will gladly process cancellations within 48 hours of sale being written without penalty and issue you a full refund. The refund process for both credit cards and checks will not begin until all merchandise is returned. If you wish to cancel your purchase AFTER 48...

hours we will gladly assist you with a re-selection only.  The re-selection must be; equal to or greater than the original purchase amount.   Our customer is currently scheduled for tomorrow 09/18/2015 for delivery and pick up.  I see no reason why this would not occur.  We would like to deliver the new furniture our customer took the time to select and get it out to them.  We would also like to bring back the defective furniture so we can return it to the manufacturer.Sincerely,[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with furniture quality. We have sent one of our master Craftsman to her house and the report states that the issues with the loveseat are able to be restored. We will be more than happy to order any and all...

parts needed and schedule one of our master Craftsman to restore her piece to showroom quality.  Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com, Our customer has had this piece of furniture in their home over a year and is past the re-selection date. We have offered 2 options to remedy the issues even after the Craftsman report stated that the damages were not a manufacture defect. Mr. [redacted] has selected the option of exchange and we have it scheduled per his request. Thank you for bringing this matter to our attention. [redacted]

Dear Mr. [redacted]: We would like to apologize for the issues that you have had with your order, and the delays that have resulted from the error made at the time the of purchase.After looking into the account and verifying with inventory for the availability of the items on your order we have...

found that we are unable to accommodate the request to have the items to you by [redacted]/18. Unfortunately the items are not in our warehouse and we have been made aware that part of the sectional is further delayed.The soonest we can have a completed sectional delivered in the corrected color would be [redacted]/18. We apologize for any inconvenience this may cause. Thank you,Debbie

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with furniture damage.  I am working with Ms. [redacted] and have the material ordered to restore her sofa. Once she receives it I will schedule a Craftsman to come and install it. Thank you for bringing...

this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,We are investigating the damage to our customers home as we do not have record showing that they reported within 72 hours of the delivery.  We are currently pulling the phone conversation (as most calls are recorded) to see if the rep our customer spoke to left out the damage to the...

home by mistake.  We have emailed this information to the customer so they are aware we are trying to resolve.Thank you for bringing this to our attention.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:Ashley Furniture has now attempted to bring us 4 deliveries in which the furniture (Table specifically) was damaged.  Today they brought yet ANOTHER table, which is the wrong finish color, the finish is incomplete, and the table is yet again damaged.  I am initiating a FULL refund and want a full refund for this disaster.  We are speaking with the Manager Dwayne Hernandez about picking up the table and chairs, and issuing a full refund.  On top of this situation, this has interrupted my work day 5 times now.  I will never work with this company again.  I have a notice from the first time my wife and I spoke with the store manager I am attaching that said he would issue a FULL refund for all the furniture if there was a 2nd delivery damaged.  This is the 5th delivery now, and yet I am not being given a full refund.  I want a full refund for all the furniture..My money is being held hostage by this company while I sit here with sub par product.  I want all of this furniture picked up ASAP and issued a full refund as stated by this document I am attaching.  Right now we have in possession this mismatched damaged table and chairs, which I refused, but was left, and the bedroom set.  This is a legally binding document, and I am tired of going back and forth with this situation or being told to keep pieces of furniture.  I wanted a full refund from the start of this mess and Ashley has screwed this up not once, not twice, but 5 times now after giving the benefit of the doubt.  Please issue a FULL refund and come pick up ALL of your furniture.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: the delivery guys came about 8 pm, after further evaluation of the coffee table. It was damaged on the bottom and drawers edges. The original coffee table I have in my home is in better condition than the one delivered. So, I kindly ask to take it back. [redacted] Furniture is more than welcome to  continue to delivery a coffee table in hopes to meet my expectations. However, the delivery driver basically said they may all be delivered in this condition. Per driver [redacted] Furniture does not inspect it as well as customers would anticipate. My offer still stands; I hope to recieve the partial refund as stated in my first response and dispatch a technician to fix the broken top. Thank you. Regards,[redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because the couch is defective and they need to replace it.  They agree it is defective.  I didn't receive a serial number on the couch or on one of the recliners.  There was a serial number on one of the recliners.  If this serial number is so important, Ashley Furniture should have it in their database.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I've been waiting to respond until my issue actually gets resolved. As of today we still are dealing with a noisy/defective base. There was a delivery scheduled for this past Thursday March 11th. The delivery men came and began to disassemble the base, but turns out no slats were on the order as told before. Without the slats there's no where to put the bed. The delivery men called customer service but suggested I call as well. I called shortly after the delivery men left, and asked to speak with "[redacted]". Apparently she left early therefore I couldn't really talk to anyone about the missing slats I was told they would email her to call me Friday(today) to further discuss the missing slats. So here we are today, at 1 PM I decide to call because I haven't heard from them, so I speak with another rep. And they tell me she's not in today and that I can't speak to anyone else but "[redacted]". Does this mean if she were to decide to take a vacation I wouldn't have this resolved until she came back? Just an example.Again we Insist to have all furniture picked up and refunded all the money.. This has truly caused a lot of stress and disappointment. We don't sleep well and the annoying noise doesn't help my constant headaches. Please help by just picking [redacted]ything up. 
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience of repair issues. Our records show that Ms. [redacted] will be having her old sofas picked up and has re-selected new furniture. Please advise if this is not the case. Thank you for bringing this matter to our attention.Sincerely,[redacted]...

[redacted]

Complaint: [redacted]
I am rejecting this response because: We have been very very patient about this problem with Ashley (we have been working with them for 3 months before I reported them to  Revdex.com). After giving them a second chance to buy their merchandise again, they made me lost a day work to wait for nothing and they won't even call you to let you know. Then I have to call them for how many days and the only thing they do for you is to LIE and put me to merry go round to tell me what's going on why they didn't deliver my sofas again. I am really tired of fighting for what supposed to be covered to the warranty that I paid for, we all work hard for the money since they don't grow from the trees! I did confirmed the delivery tomorrow that's for me to see that they will deliver the merchandise for REAL! I really preferred for them to just refund my money and I will go by my furnitures from a store who has BEST, BETTER CUSTOMER SERVICE, who believes in QUALITY not QUANTITY! 
 I hope my case would not be closed until the customer satisfy from Ashley Furniture.
Regards,
[redacted]