Walking World

Dear Revdex.com, Mr. [redacted] purchased his sofa 09/06/12. We provided a courtesy repair to fix spring clips and our Craftsman stated in his report about the back frame. We have also offered our customer a $100 loyalty card for all of the inconveniences he has had. Our Craftsman has also stated that the frame damage was customer damage and not manufacture damage (see attached). At this time Mr. [redacted] will be responsible for labor charges. Ashley Furniture Industries, Inc. will pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., or a repair center designated by the Customer Service Department of Ashley Furniture Industries, Inc., at no charge to the original retail purchaser. After one year from the date of purchase, the frame warranty covers replacement parts only, and the original retail purchaser will be responsible for labor, packing, and all shipping and transportation costs. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Hello, The customer had paid the $280 with a gift card, and as our policy is to refund the customer on the form of payment they paid us with we had to get approval to have refund changed to a different form of payment.This change has been approved, the refund information has been submitted and the...

customer will be sent a check from our corporate office within the next 2-3 weeks. Thank you, [redacted]

Dear Revdex.com,Please convey our apologies for the experience our customer has had with delivery.We will gladly process cancellations within 48 hours of sale being written without penalty and issue you a full refund. If you wish to cancel your purchase AFTER 48 hours we will gladly assist you with a...

re-selection only. The re-selection much be equal to or greater than the original purchase amount. As a gesture of good will, for the issues our customer has had;  we are approving the full return and refund of their sale.  Currently we have the return scheduled for 05/08/15.  The refund should be reflected on their account within 7-10 business days after pick up, if they receive their statement electronically.  The refund should be reflected on their account, after pick up within one to two billing cycles, if they receive their statement in the mail.  Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with mattress comfort. I have spoken with Mrs. [redacted] and have a Craftsman scheduled to go inspect mattress for any defects. Once I have the Craftsman's notes I will move forward to make sure Mrs. [redacted] and her...

husband are taken care of.  Thank you for bringing this matter to our attention. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because I have not heard from Ashley Furniture and will not except any amount unless it is to payoff the full balance including all late fees and interest charges to my account. When Ashley Furniture states in writing that they will payoff the full balance amount including the late fees and interest charges I will except the offer.  As I stated earlier, I don't think I should have to pay any of the late fees and interest charges on a charge that should have been refunded immediately after I returned the items to the store. They had 10 months to process the refund to my account and refused to help resolve the issue until I made a formal complaint. I made 4 payments to keep my account in good standing but they still did nothing to resolve the issue. Again, It is Ashley Furniture's responsibility to pay the full refund including all late fees and interest charges and I will not except any offer until that is understood and in writing. 
Regards,
[redacted]

Dear Revdex.com,We have credited our customer $370.36 already to Synchrony, as well as $201.34 which is part of her box spring refund (part went towards her bunkie board $64.95).  We are currently working with our accounting team for 10% off the bunkie boards which equals $12.98 and the remaining delivery fee of $134.22 as well as the remainder $139.65 for the return of box springs.   Currently our accounting team is behind and this is taking longer than anticipated.  We are refunding our customer fully (a total of $845.28) for everything she is owed.Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com,Please convey our apologies for delay in our customer refund.I am currently investigating the issues this customer has presented with receiving her refund.  It is very important that our employees provide clear, honest communication and set realistic expectations. Though extremely...

rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible. We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are refunded correctly. I will be contacting the customer directly to inform of the refund status.  Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com,Please convey our apologies for the issues our customer has had with their delivery.We have reviewed the customers account and the refunds were offered to the AMEX account when there was payment made by the AMEX card.  The customer canceled the sale with that form of payment....

 Therefore, there are no monies coming from the AMEX card.  We can only refund to the Synchrony Finance company since that is the only form of payment on the account.The $200.00 was processed to Synchrony on 03/09/2016.  The $150.00 is being processed to Synchrony as well and should reflect in the next 7-10 business days if our customer uses online banking.  If not, the funds will show on her paper statement within 1 -2 billing cycles.Thank you for bringing this to our attention.Sincerely, [redacted]

Good afternoon,We have received this complaint and will be looking into it to further assist. We will be in touch! Thanks,[redacted]

Dear Revdex.com,We have sent our customer the shipping labels to send the rug back to the vendor.  We  have also emailed her the shipping labels in case she doesn't receive them in the mail.  Thank you,[redacted]

Dear Revdex.com, I have contacted our accounting department on behalf of Mr. [redacted]. Check number [redacted] in the amount of $395.00 has been processed and signed and will be mailed via USPS on Monday May 2nd. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:I am giving [redacted] Furniture (4 weeks) from the date that I started this claim to hear back from them.  That should be around March 10, 2016.  If this issue is not settle by the, I will have no choice but to escalate this situation.  I do not believe that [redacted] furniture inventory control system is that bad where they do not keep track of what items they deliver.  I have my receipt and that should be good enough.  
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with customer service. Our customer has been working with our agent [redacted] regarding this complaint. [redacted] will make sure that they are taken care of and will continue to work with them until this matter is...

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

Dear Revdex.com, Please convey our apologies for the many inconveniences our customer has had. I have had the pleasure of working with these gentleman since they filed the first Revdex.com complaint and completely understand their frustrations. Please understand that the service company that handles the...

Houston area is a third party company. We worked with management of that company and were able to get Mr. [redacted] and Mr. [redacted] scheduled at their convenience to have repairs completed. I will continue to be available to them both if anything further is needed. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience of customer service issues.Our records state that Mr. [redacted] spoke with a customer care agent 10/12/15 and  that a refund request was submitted. 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]

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has had with their foundations. The [redacted] is produced by [redacted].  In an effort to help the consumer, their customer service department would be the associates to contact to correct any mechanical...

issues. [redacted] Please ensure the consumer has their serial number prior to calling.  The customer service associate will request the serial number prior to diagnosing the issues. Thank you for bringing this matter to our attention. Sincerely, [redacted]

Dear Revdex.com,We received approval of this customers Durablend peeling claim: CUSTOMER HAS BEEN APPROVED FOR IN-STORE CREDIT OF                                          **936.29** FOR...

DURABLEND CLAIM.                                                      ITEM: [redacted]                           ITEM:[redacted]                           +MONTAGE                           +TAXIt appears our customer has already been informed of this and has made their re-selection.  Please let us know if you need anything further.Thank you,[redacted]

Dear Revdex.comPlease convey our apologies for the damages the tv stand has.We have sent the the refund to our accounting department on 10/09/15.  I have emailed this department to ensure there is nothing further they need from us in order to process the refund.Thank you for bringing this to our...

attention.Sincerely,[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, Please convey our apologies for the inconvenience of getting the wrong item and it was cut. per notes we have spoken toe the customer and she is needing a Saturday delivery and the soonest is going to be 4/1. Customer is waiting for delivery at this time.  Thank you for...

bringing this matter to our attention. Sincerely,