Walking World

Dear Revdex.com,Please convey our apologies for the confusion with the color of our customers furniture.Our customer service has been working with this customer and has set up for an exchange to be delivered on 10/13/15.Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience of mattress comfort and exchange policy. Our customer was approved for a re-selection of a different mattress. The store has been informed and will be contacting our customer to schedule. I have also issued a $200 instant store...

credit for Mr. [redacted] to use toward the price difference. Thank you for bringing this matter to our attention. Sincerely, [redacted]

This is a duplicate complaint. Here is the response that was sent to the original complaint. "This message originally read on 1/3/2018Hello, For these type of claims we have to send 3 pictures to the manufacturer to see if the in store credit can be approved, they require a close up...

picture, a picture of the entire piece and a picture of the serial tag. This customer had a sofa and a loveseat, and so we would be required to send in 3 pictures per piece, so a total of 6 pictures. By the time we received all of the required pictures from the customer the claim was declined due to one item having no serial tag, which is a manufacture requirement, and both pieces being outside of the 5 years from date of manufacturing. Once the piece being submitted has been manufactured for over 5 years the item is no longer eligible for the in store credit and will be declined. For these reasons the customer was not approved for either item to have an in store credit for the amount they paid for these items. We have to abide by the manufacturers rules for these claims, we are unable to do anything further for the customers pieces as they are no longer under warranty. Thank you,[redacted]"

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I find that this resolution is satisfactory to me. However, I do find it troubling and frustrating that I had to go through this much effort to get a resolution. 
Regards,
[redacted]

Dear Revdex.com, I have spoken with the Baybrook store on multiple occasions. Today I spoke with store manager [redacted] and he stated that he has spoken with Mr. [redacted]. Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] My replacement recliner is scheduled to arrive September 3rd, 10 weeks after the issue was originally reported. I will not close this complaint until the delivery is made and I have confirmed the recliner is free from defects.Regarding the call made to me last night with the general phone to customer care, I have spent hours on hold waiting to speak to customer care reps. Only once was I given a direct line to call with an extension to actually speak to someone. Not once has Ashly tried to make up to me. Just more games to cover up for their very poor customer service.

Dear Revdex.com,We have reached our customer and apologized for the experience our customer has had with us.  We are offering the full refund of our customers delivery fee for everything she has gone through.  We have submitted this information to accounting to be processed.  Our customer has been made aware.Thank you for bringing this to our attention.Sincerely, [redacted]

Dear Revdex.com,We are working with Home Delivery Link to see if they can re open the claim for the damage to our customer's home.  Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because:We had actually stated that the dining room set has the following issues:1) Lights burnt out on first day, service truck that came weeks later had no tools and did not repair lights. 2) Glass shelves fit poorly and fall into the cabinet. The purpose of a display cabinet is to display things, not to destroy all your nice china. And that the rug we purchased as new, was stained upon unrolling at home and was obviously not a new product. I did not go to the store looking for a stained used rug. Lets not forget the return of the 2 sets of couches was a miserable experience via Ashely. We had to take 3 days off work for delivery and pickup of broken items, had to spend MANY hours on the phone trying to reach a customer service manager, made 3 trips an hour from home to the Renton ,WA store to try to return / replace items. This whole experience was awful, time consuming and expensive in ways more inclusive than the set of couches we were refunded for. We would like the china cabinet repaired by a professional technician who comes prepared with tools and supplies. We would like to be discounted $100 for the carpet which we had to have cleaned. We would like to be discounted 20% on the current balance to recoup the hours upon hours of driving, phone calls and days off to wait on the delivery truck. And the day off I had to take to wait on the china cabinet repairman who repaired nothing.  
Regards,
[redacted]

Dear Revdex.com,We have been in contact with this customer multiple times since June when she disputed her financing.  We approved for her to have FULL credit of what she spent on the two items - $1676.77.  The items the customer has re-selected for have been on a manufacturing delay from Ashley...

Furniture Industry in Wisconsin.  It is unfortunate that item availability does change beyond our own control.   We have informed the customer that we are not going to refund the amount of the sofa and loveseat.  We have allowed our customer to use this amount as an in store credit.  We will not waver in this decision.  If our customer wishes, she can use the credit toward any merchandise in the store so she does not have to wait for the new sofa and loveseat.  Thank you for bringing this matter to our attention once again.Sincerely, [redacted]

Dear Revdex.com, I have spoken to and received pictures from Mr. [redacted]. The pictures have been submitted to the manufacture to start the claim process. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
They have not fixed complaint feel like I just got the run around I did everything they asked and was told not peeling it's a tear I'm going to send you a picture so you have on file it's peeling you can't even see white foam under Meath and this is exactly the same place that was fixed before and looks exactly the same
Regards,
[redacted]

Dear Revdex.com,We have approved our customer for in store credit of $1086.95 for peeling durablend.  This total was configured adding up the two items and the montage credit.[redacted] 
[redacted]
[redacted]
[redacted]We will have to pick up the items so they will have to keep them. They have 30 days to reselect. Customer may go ahead and reselect to anything in the store as well.Thank you,[redacted]

Dear Revdex.com, Please convey our apologies for the warranty issues our customer has had. I reached out to the warranty company Montage on behalf of our customer. They gave me the correct number for Mr. [redacted] to call for assistance and said they would be happy to help him. We reached out to...

Mr. [redacted] via email with the proper information and I left a message for him today. I will be happy to assist him if he still request. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Good morning,The customer has been delivered all items successfully and a message has been left for our customer to please call back so we may discuss compensation.Thank you.

Complaint: [redacted]
I am rejecting this response because:I would like to confirm the amount of the refund check I will be receiving. When I asked over the phone I was told an amount less than the amount I was suppose to receive. Please verify the amount being refunded. It should be for the full warranty coverage, sofa plus tax, and $60.00 plus tax on a buffet server.   
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the experience our customer has had.We have reached out to the Customer Care manager our customer was working with in regards to the refunds. We show we offered our customer a refund of $372.29 which was processed on 08/13/15 to our customer VISA card....

  We have re sent the Loyalty Card that was offered and have increased it to $200.00 due to the length of time this has taken to be resolved.  Thank you for bringing this to our attention.Sincerely,[redacted]

Good morning, We have processed all money owed back to customer and have assured him we will continue to follow up with him until he confirms he has received it all successfully. Thanks.

Dear Revdex.com, Please convey our apologies for the inconvenience of furniture damage, customer service and warranty issues. I have spoken with Mr. [redacted] and have approved exchange of his furniture as well as a refund od delivery fee. I will continue to keep in contact with this customer until...

he is satisfied.  Thank you for bringing this matter to our attention. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: They have agreed to look into the matter but at this point there has been no resolution so I want the complaint to remain open and continue trying to come to a resolution
Regards,
[redacted]