Guest Care Team Shout Outs!

Agent: Jessica Submitted by: Armaanjeet Date Posted: October 26, 2022

I really cannot thank her enough, whatever I assign her she gets it done in timely Manner, first one to accept the task, when I need someone to take care of the customer. She is just amazing. Way to be great team player!   

Agent: Caroline Submitted by: Guest Date Posted: October 6, 2022

Guest wanted to thank Caroline as they said she was super friendly and helpful. They appreciated her honesty and candor.

Agent: Sewak Submitted by: Cheryl H Date Posted: October 3, 2022

Thank you Sewak for your quick assistance with this escalated guest this morning! This guest had been waiting and waiting and waiting for a BIE to be corrected. Went into store to escalate. Store called into Coaching Queue for assistance and Sewak was quick to jump to help get this BIE corrected and resolved for guest. I appreciate your assistance and our London location no doubt… appreciated your quick response as well. Thank you Sewak for being a team player and providing me with some back up!  

       

Agent: Porscha Submitted by: Karen M - TDG HR Date Posted: September 28, 2022
I called in to Guest Care yesterday to check on my order and I wanted to pass along how fantastic Porscha was. She was super professional, empathetic about the delay with my fridge, explained clearly the process to cancel a washing machine and why she had to link me over to the store, and made the whole experience a positive one. I don’t think she knew of my association with the company so I don’t feel I had special treatment……I feel like that is how she deals with all guests! She represented our company very well. Just wanted to pass along my very positive experience and hope you pass along my appreciation to her 

Agent: Scott & Caroline Submitted by: Megan Date Posted: September 21, 2022

Thank you Caroline and Scott for assisting with tickles today! These two jumped in, without direction and just started tackling guest callbacks to ensure all guests were going to be attended too. Thank you for your dedication to our guests and team!  

Agent: Victor Submitted by: Megan Date Posted: September 15, 2022

Victor stayed a couple hours late to finish past dues and save the sales!! His hard work is amazing and I appreciate it so much! Thank you for all your efforts Victor!

Agent: Simranjeet + Mike N Submitted by: Guest Date Posted: September 2, 2022

I wanted to let you know the great customer service I received from Simran when I called today. I was very upset that for the third time the tv stand I ordered in June was not being delivered when it was suppose to be delivered. Understandably I was very upset. She was very professional and handled my complaint very well. In a time where customer service is very poor, it was nice to come across someone that was so amazing. I also mention Mike! I’ve had the pleasure of speaking to him twice and he’s remarkably pleasant and very helpful! Thank you again to these two individuals who have helped me when Ashley furniture has really frustrated me with all the delays with the delivery of my tv stand!  

Agent: Ravinder Submitted by: Brianna Date Posted: August 24, 2022
Thank you to Ravinder for helping train me on some of the customer pick up duties! I have learnt how to mail parts and print labels and check the status of a pickup, as well as a few other things that I had no idea were CPU functions! He did a couple flights of stairs and a few jogs across the warehouse in order to train me as well – which is appreciated. Thanks for the patience first thing in the morning with me.  

Agent: Mike Navis Submitted by: Guest Date Posted: August 19, 2022

Guest had a very disappointing delivery experience that turned into a home damage claim. While guest was calling into Guest Care to try and get home damage claim resolved, she indicated that her very disappointing experience turned into a horrible experience because she felt that the number of CSAs that she spoke with, were not taking her seriously and
expressed no interest in helping her. This guest wanted us to know that Mike was able to take a horrible experience from the start and turn her experience around by just expressing some patience, understanding, and listened to her. He reassured her that he was here to work with her and would do his best to try and get her home damage claim resolved, which he did! Guest feels we have a real gem in Mike and he’s a real asset to our customer service team! 

Agent: Varun Submitted by: Guest Date: August 18, 2022
Thank you so much for your help .I was really frustrated yesterday because of the cancellation .You went above and beyond for us to schedule the delivery next day .I really appreciate your help in this matter .Thank you again for resolving this issue in such a timely manner. Great customer service. Have a wonderful day ahead. Thanks Gurpreet.

Agent: Kristi Submitted by: Kira Date Posted: August 12, 2022

“Thank you Kristi for being such a team player! You not only have been handing the appliance calls and tickets, but have also been helping with the teams tickles and making sure that the guest care inbox is always clean. I appreciate your willingness and dedication to making sure we succeed. Keep up the good work!”  

Agent: Caroline Submitted by: Guest Date Posted: July 27, 2022

I wanted to express my gratitude to Caroline your customer service representative.   

I received delivery of the Realyn Ashley Bedroom suite with a multitude of problems. After waiting 40 years to be able to purchase a new bedroom suite, it was a great disappointment to be faced with so many issues. You pay the price, but the quality assurance is certainly lacking by the manufacturer. 

I called customer service and spoke with Caroline. Although I was very upset, her calm and kind demeanor bought reassurance the issues would be dealt with and resolved. 

She was professional, courteous and attentive to my many issues. Each piece of furniture delivered had problems, especially the bed. 

Caroline dealt with the issues one by one and was detailed in the description of the defective merchandise. 

She was able to arrange for a service person to come in a timely manner. She promised to follow up and she did. We went over all the pieces of furniture previously discussed and she made notes on the items that are still to be resolved. She took the time to explain the process of each piece.   

I wanted to thank Caroline and let you know she is a valued employee. In this world of non customer service, Caroline stands out and represents Ashley well. 

I have every confidence she will resolve the issues still outstanding.  

Agent: Armaanjeet Submitted by: Chris H Date Posted: July 7, 2022

Would like to give a shoutout to Armaanjeet, this agent is ALWAYS going above and beyond to ensure that the DCD team is taken care of. She is always willing to jump in on tickets and PAI even when it is not her timeframe to do it. This agent does everything she can including starting early and working late to try to ensure the success of her team and to help her colleagues. Thanks so much Armaanjeet for everything you do to help out DCD – We really appreciate you  

Agent: Sewak Submitted by: Cheryl H Date Posted: July 7, 2022

Sewak showed his commitment to the success of our Guest Care Team when he stepped up and agreed to cover and work late on DCD team yesterday, at a moments notice. His dedication and flexibility with his scheduled hours really was appreciated by DCD team members, leadership, our delivery teams and certainly our guests. Thanks again Sewak for being such a team player! 

Agent: Alicia Submitted by: Megan Date Posted: July 6, 2022

Wonderful work in OOM Alicia! You have really stepped up and all your hard work is paying off. I am incredibly proud of you!! Way to go!  

Agent: Tara Submitted by: Jason P Date Posted: June 29, 2022

I wanted to take the time to shout out my new team member Tara! Tuesday was Tara’s first day out of training and being apart of my team and I couldn’t be happier to see the awesome work she did on her first day with 16 calls per hour! Keep up the great work Tara and thank you for everything you do!   

Agent: Chris M Submitted by: Guest Date Posted: June 27, 2022 

Our guest Jaime relayed how pleased she is with the service that our new agent Carl provided for her. She explained that Carl did not hesitate to agree that there was something wrong, and in turn did all he could to ensure it was resolved for the guest. Even though it was not completely resolved due to circumstances out of Carl’s control; Carl ensured to keep in contact with her and make her feel cared for. She claims that Carl needs a raise!  

Agent: Adiene Submitted by: Guest Date Posted: June 21, 2022

Just wanted to send quick email to tell you about a recent customer service experience with Adriene. After several failed attempts dealing with the manufacturer and their automated system for claims I visited Ashley home store in Hamilton. Within hours, Adriene had contacted me to help me sort out the problem. While she didn't know what .manufacturer would do, she did keep me updated every step of the way. I reached out to her once to see status of claim and she answered immediately. Ultimately the problem was resolved. I wanted to do a review for Adiene because she made the process stress free. I also was able to find a solution with her support. It is refreshing to know that I was able to contact a live person who was courteous and helpful. This is rare in today's customer service industry.  

  

If I could give her a rating for her customer service it would be 11 out if 10.   

Agent: Terry Submitted by: Joanne Date Posted: June 20, 2022

Big thanks to Terry for helping me with my tickets, without even being asked! He was able to action most of them, before i even had a chance to take a peek at what was outstanding - Great team work Terry!

Agent: Faidat Submitted by: Brianna Date Posted: June 20, 2022 

THANK YOU Faidat for doing a wonderful job at de-escalating this guest. The guest reported agents kept hanging up on him and would say they call back but didn't. Faidat was able to resolve their concerns and get their parts ordered (after weeks of delays). Amazing work and thank you for your help!

Agent: Armaanjeet Submitted by: Sara-Anne Date Posted: June 20, 2022

Great work on Eva claims this past week! You were so focused, so dedicated, and it showed in the daily numbers and work you put forth. Thank you for all your effort and learning something new, to assist your team and our guests.

Agent: Jason Hooper Submitted by: Brianna Date Posted: June 10, 2022 

Props to him for calling and updating this guest every time the autodial presented file to him. He did not push out file saying no update, which often causes the guest to call in for an update, and as such increasing our colleagues work loads. Way to be a team player and take care of your customers!  

Agent: Scott Submitted by: Cheryl Date Posted: June 9, 2022
Scott’s not afraid to challenge some of our procedures and policies when he feels it’s warranted. He advocates for his guests without a doubt! His continued dedication is worth some praise! 

Agent: Success Submitted by: Megan S Date Posted: June 2, 2022

She is constantly willing to help with whatever is needed and is such a team player!!   

She completed almost all of Gursimran’s tickles during green time so no one had additional work.   

Agent: Varun Submitted by: Guest Date Posted: May 24, 2022

I want to thank you for your help and problem-solving abilities to help resolve this situation. It was a pleasure speaking with you every-time and I highly appreciate how you tried to put little solutions to help towards the resolutions, it made a difference.

Agent: Chris H Submitted by: Cheryl H Date Posted: May 24, 2022

A ‘HUGE’ thank you is being expressed along with a lot of appreciation for all the assistance that Chris Holland provided to myself on an escalation. Chris was very quick to review a file/BIE and was even quicker at taking all the necessary steps to help resolve. I felt really supported by Chris and because of his assistance on the back end (working on the file and BIE) I was able to focus more on a one-on-one with the guest. Job well done. Team effort all the way! … Cheryl

Agent: Wendy Submitted by: Guest Date Posted: May 19, 2022

Kennedy commons Scarborough store front desk sales order manager was extremely rude. Stating that because I had made so many changes to my order that she was unable to assist me and would need more to time investigate.

The online chat system shut the chat on me before I could receive an answer.

After wasting more than 2hours of my time today. And several hours last week.

I finally called and received Wendy on the line. Who patiently assisted me. She accepted the fact she needs time but somehow got the information for me.

I had to get bounced around just to receive a kind human being who listened to my concern and assisted me. All your employees should be like Wendy!

Please treat and reward employees like Wendy that come in to do their job and does the right thing!  

Agent: Sarah C Submitted by: Guest Date Posted: May 16, 2022

Jackie spoke with me and wanted to give a shoutout to Sarah for being kind, thoughtful, and through. Jackie says that she really appreciates the patience that Sarah offered her. Way to go Sarah!

Agent: Chris H Submitted by: Megan S Date Posted: May 13, 2022

Chris stayed past his working time to assist me with a very messy file and I appreciate his hard work and willingness to assist!

Agent: Kira + Brianna Submitted by: Scott Date Posted: May 9, 2022

I just want to give a huge shout out to KM43 & BS22 who is always there to listen and or provide help even though they are not my direct TL they will always find time to listen, help out or set my attitude straight. GOLD STAR for KM43 & BS22  

Agent: Dawn Submitted by: Guest Date Posted: May 9, 2022

Richard called in – he was very please with the service he received from Dawn. He was advised of a del date but it didn’t work for him. Dawn sent a request to delivery planning and was able to get a sooner date for guest. 

  

He called in to compliment Dawn on her great customer service.  

Agent: Scott Submitted by: Guest Date Posted: May 6, 2022

"You have been the most professional and helpful person we have engaged with from Ashley"

Agent: Jason P Submitted by: Armaanjeet Date Posted: May 6, 2022

"He has been the best Supervisor that i can ever ask for. Always helped me with my silliest questions and never been or irritated/done with me because sometimes I might have called like 20-25 time in a day, just to confirm am I right in this, the one who have the most patience in himself.
Thanks for standing where i needed you .. Thanks for everything you do!"

Agent: Veronica Submitted by: Guest Date Posted: May 5, 2022

'Veronica is such a nice person and sweetheart, she was very helpful and kind.'

Agent: Wendy Submitted by: Guest Date Posted: May 3, 2022

"My husband and I didn't want to deal with Ashley again as the service hadn't been great, but dealing with Wendy made it so much better! She is amazing!"

Agent: Chris C Submitted by: Cheryl H Date Posted: May 2, 2022

“A huge Thank You to Chris Carter for assisting Cheryl with a highly escalated guest. Chris was extremely helpful in coordinating with our 888 Rep Shop and SNL to obtain parts so he could arrange a service setup for a guest who has an unassembled bed in their home for 4+ months. Chris reached out to the guest to schedule the service set and won the guest over with his professional customer service while expressing a lot of empathy for all the inconvenience guest has experienced. Way to go Chris! This is how we turn a negative experience around into a much more positive one!”

Agent: Faith Submitted by: Guest Date Posted: May 2, 2022

Agent: Jason Hooper Submitted by: Guest Date Posted: April 28, 2022
I just spoke with a guests son that called in and spoke with Jason. He wants to thank Jason for being the only one to be able to turn a horrible experience around. He said Jason was friendly, efficient, understanding and explained everything fully so the guest would know what to expect. He stated that Jason has been the only one to take the time and provide
answers to his questions. Brandon says that Jason 100% provides the BEST customer service and says that we need more people like him.

Agent: Victor Submitted by: Guest Date Posted: April 28, 2022

"Victor was incredibly helpful and kind"

Agent: Faith Submitted by: Guest Date Posted: April 20, 2022

Agent: Jason Hooper Submitted by: Guest Date Posted: April 14, 2022

Just wanted to let us all know what a very friendly, personable, and polite customer service agent Jason Hooper is! She appreciates the fact that he took the time to listen, he was very efficient at addressing her concerns and by the end of the call, he was able to turn her not-so-good experience around into a much more positive one! She felt very comfortable with explaining her issues and disappointments to him and she felt that he genuinely cared.

Agent: Jason Horvath Submitted by: Chris C Date Posted: April 13, 2022

 I want to shout out Jason Horvath. He is an excellent TL. Jason shows his team that he appreciates everything we do and he supports us with whatever we need to do our job. He doesn't hesitate to let us know when we've made a mistake but he isn't rude about it and doesn't make us feel bad for it; he treats it as a learning opportunity. His wealth of experience is an asset and his honesty and approachability makes him a wonderful Team Lead. Thank-you for being awesome Jason!  

Agent: Holly Submitted by: Guest Date Posted: April 7, 2022

"Thanks again for all your assistance I truly appreciate it. I wish everyone was like you"

Agent: Sarah C Submitted by: Andrew & Kristi Date Posted: April 1, 2022

Andrew & Kristi would like to extend a big Thank You to Sara Cockle for stepping up and assisting in the Appliance queue when needed. Her assistance and dedication helped immensely to allow both Andrew & Kristi the opportunity to get caught up on emails and tickets, which in turned, helped them to better serve our guests in a timelier manner. Thank you Sara for having their backs!

Agent: Mary Kate & Jessica Submitted by: Scott Date Posted: April 1, 2022 

I just wanted to provide some positive feedback on 2 people Jessica K and MK. I felt completely supported throughout the day today working with them on EVA/WEBCHAT just FYI they’re doing great and I wanted you to know

Agent: Diane Submitted by: Guest Date Posted: March 31, 2022

“Diane was great! I have been dealing with others for days, and what they store couldn’t figure out for me in days, Diane figured out in less than 15 minutes”

Agent: Brianna Submitted by: Guest Date Posted: March 31, 2022

“ Brianna was the only person who really listed and addressed my concerns, I would like to acknowledge that and thank her for being awesome”

Agent: Amandeep Submitted by: Guest Date Posted: March 31, 2022

I just want to write a few words to who deserve it and that is Amandeep customer service was spectacular. I really appreciate your support and help . Thank you very much. Because people like you your store customer businesses is awesome. Thanks again and have a great day! 

Agent: Joanne Submitted by: Sara-Anne Date Posted: March 29, 2022

I just want to take a moment to give a shout out to Joanne. Yesterday, Joanne was assigned OOM calls, and not only did she complete her assigned tasks, but she also went on to take additional. Even with that, she completed her additional tasks and then asked for more work yo help her team, in which she finished the day by completing over 100 past dues! Amazing work and dedication - Thank you for all your efforts!

Agent: Kristi and Andrew Submitted by: Cheryl Date Posted: March 29, 2022

CSO# 1296313264 was opened for guest’s fridge under PPP warranty. From the time the CSO was opened till the time it was confirmed that service was completed and CSO closed, took only 31 days. This is a result of a file being qualified properly, actioned appropriately and the guest followed up with in a timely manner. For an appliance service order, this was indeed a quick turnaround, limiting further inconvenience to our valued guest. Thank you Andrew & Kristi for taking care of this guest! Way-to-Go!

Agent: Brianna Submitted by: Guest Date Posted: March 29, 2022

"You are an angel. No that's great, you're the best and have truly made my day, week, year, haha"

Agent: Rosie Submitted by: Megan S Date Posted: March 15, 2022

Rosie went above and beyond for a guest doing everything she could to secure the guest an exchange with the MFG for their mattress!! She was incredibly helpful and guest centric! Thank you for your dedication to our guests Rosie!

Agent: Scott Submitted by: Mike N Date Posted: March 15, 2022

Our team is working on having each other’s back, and improving on peer to peer support. Mike would like to thank Scott for always jumping to the occasion and helping him obtain info from Eva when he needs it. Scott is quick to share photos and info so Mike can assist the guest in a timely manner with resolution. Scott definitely has Mike’s back and has proven this on more than just a couple of occasions.   

Agent: Guest Care Team Submitted by: Guest Date Posted: March 11, 2022

"You guys at Dufresne are wonderful. Everyone is great"

Agent: Amandeep Submitted by: Guest Date Posted: March, 8, 2022

“thank you so much Amandeep. It's been really effective talking to You where I needed some help regarding moving furniture which i recently bought. You immediately understood the situation and helped Me which was really satisfactory and helpful. Thank you very very much and Keep up the good work.”

Agent: Alicia Submitted by: Victor Date posted: March 7, 2022

Thank you Alicia for assisting with OOM tickets today. You were not assigned any, however you assisted with mine, thank you!

Agent: Christine Submitted by: Guest Date posted: March 4, 2022

I am sending this email to send a positive review on an experience that I have had on the phone today with Christine (CF13). I have a large order in with Ashley Furniture, and I have
been calling frequently to schedule deliveries. Most calls have gone okay, however, I have been having a lot of complications with my stock coming in and then disappearing. Its been difficult to say the least. Today I was lucky enough to get Christine on the phone. Christine was very patient and kind as she listened to my concerns. After listening to my concerns, she took the extra step to call her manager to be a voice for me and see what they can do to help. During the hold, my call accidentally dropped. This is where MOST call center agents would likely leave the call and move on. But not Christine. Christine made sure to get my resolution and call me back. I was happy she called. She told me that she just wants to do what is right to make sure the clients are taken care of. Christine was able to resolve my concerns. She also went over and above to make sure I was taken care of. You can tell that Christine has the best interests of Ashley Furniture Clients at heart. Good customer service is hard to find these days, but excellent service, which Christine has provided is even harder to come across. Christine in my opinion is an asset to the Ashley Furniture team. I hope that she is recognized for her dedication to servicing the clients and doing the right thing. Please also share my review with her directly, and give this lady a raise! lol. Thank you for your help today Christine!

Agent: Armaanjeet Submitted by: Jason P Date Posted: March 4, 2022

 "If another DCD member is behind with their tickets, or if anything extra needs to be done, she is the first one to jump in and accept the task, she gets things done in a timely manner, and is an extraordinary agent." Way to be a great team player Armaanjeet! 

Agent: Holly Submitted by: Guest Date Posted: March 2, 2022

“You’re amazing Holly, I really appreciate your level of service ! It’s perfect ! Thank you so much for putting in all that effort.“

Agent: Sewak Submitted by: Guest Date Posted: March 1, 2022

"We had a long pending service order from Ashley when we bought our TV console table last year. We were helped by the support specialist named Sewak via exchange number 0766253548. He was the only one who was able to provide us our money back in the form of store credit. I wish other support specialists were as diligent as him in helping us get the complaint sorted out in this manner. We were just not being heard and there were just false promises to fix the defective item. We thank Sewak and hope Ashley hires more people like him."

Agent: Victor Submitted by: Trisha Date Posted: Feb 28, 2022

Victor knocked of 21 + tickets for me this morning.. I came in to 9 tickets, and they just kept coming in.. Thanks for the assistance!

Agent: Scott Submitted by: Guest Date Posted: Feb 25, 2022
“Thanks. Let your supervisor know that you’ve been the only decent person I’ve dealt with at this company and you deserve some form of compensation for your performance. That’s all for now.”

Agent: Mary Kate Submitted by: Guest Date Posted: Feb 22, 2022

I am just writing a quick email to communicate how pleased I am with the service I received from Mary Kate. 

I had been dealing with an issue for several weeks with no resolution and very little communication from customer service but as soon as I managed to connect with her she was able to resolve my issue quickly and with amazing customer service and professionalism. 

Customer service is what truly retains customers and in my opinion it is a dying art. People like her should be cherished by the companies they work for and I hope she gets the recognition she deserves.  

Agent: Mary Kate Submitted by: Online Guest Date Posted: Feb 17, 2022

Agent: Dawn Submitted by: Brianna Date Posted: Feb 11, 2022

Agent: Holly Submitted by: Brianna Date Posted: Feb 4, 2022 

“When we needed someone to take on the extra responsibility of ensuring that lunch orders were faxed into Boston Pizza & Subway on a daily basis and on time, our newest team member Holly, was the first to step up to the plate and agree to task this task on. And she did so with enthusiasm. So when our bellies are full in the afternoon, we have Holly to thank. Thank you Holly, for taking on this task! 

 Agent: Jason P Submitted by: Team Member Date Posted: Feb 4, 2022 

"Oh my gosh, Jason P is good at his job". 

Agent: Mike Gower Submitted by: Christine Francis (Regional Mgr.) Date Posted: Feb 2, 2022

"I love your push to take care of our guests, always challenge don’t stop, I think you’re awesome"