The complaint has been investigated and
resolved to the customer's satisfactionResolved Ashley Furniture - Jacksonville, FL — damaged furniture, extremely poor customer service!
resolved to the customer's satisfaction
My family and I recently purchased a much larger home in Jacksonville, FL. We purchased several rooms of furniture at Ashley's in St.Johns Center.
The sales staff was friendly but appeared very hungry and swarming upon entering the store. We encountered nothing but problems while dealing with this store/company. First purchased was a master bedroom set. The bedroom set was delivered damaged. A huge, noticeable chunk was missing out of the wooden bed frame. After many phone calls and appointments, this piece was replaced. Next, came the bar stools, again delivered broken. Many more phone calls until they were replaced. Last set delivered was a large heavy dining room set complete with a buffet and a hutch. The buffet was not with the order and we weren't advised until the truck arrived. The pieces that were delivered had multiple scratchs and nicks. Delivery driver took some kind of greasy cream and rubbed it into several of the scratches. Looked horrible and very noticeable especially since all pieces were sitting next to a large window. Many phone calls later and a repairman was sent out to access the problem. He ordered a new table top and new chairs and was extremely upset at the quick and dirty repair job that the delivery man tried to do. Table top was delivered several weeks later. Different delivery staff and they were ready to drop, exchange and run. They couldn't believe that I would expect such a thing as assembly. More scratches in that table top and now in the new chairs delivered. Done by the inadequate employees? We filed another service request and this time a different examiner was sent. He refused to replace any of the damaged pieces and "repaired" them. Not to our satisfactions but we left it drop, we were tired of dealing with the store. We thought that was the last of them and vowed to never purchase from such a store again when another problem arose.
The bedroom set that was purchased just about one year prior was falling apart. A 5 drawer dresser had what we thought was defective wood used to anchor the drawer sides in. Many, many calls and explanations of the story and finally they agreed to send someone out. First we were told that we must have had water damage, not true then we were told that we had the furniture too close to an air conditioner vent, again not true. The last was a "bug eating" at the wood. No other evidence of anything in the house, house had recently been purchased and was inspected for termites, etc. prior to sale. They took pictures and refused to repair or replace, it was now my problem since it was over THREE DAYS FROM DELIVERY, yes 3 days???? We sent them letters, called many times but with out so much as advice on how to handle. We fixed the rotted wood, sprayed several times with consumer purchased termite spray and thought that all was fine. Now, approximately 3 months later the drawers are breaking again in different spots. We had another bug inspection done of the dwelling and are termite/bug free. We were advised that Powder Post Beetles are residing in only the dresser and feasting. Had to come from the factory/warehouse, etc. Solutions to combat this are replace the dresser, fumigate with extremely toxic chemicals, or replace the wood infested pieces and hope that this is the last of them??? What do you think that our chances are of Ashleys making good on any of these options??? This was all a very expensive lesson learned. We didn't buy the cheapest in the store, went for the more expensive, higher end, "better built" or so we thought. DON'T BUY FROM ASHLEYS! WE ARE TELLING ALL THAT WE KNOW OR MEET IN OUR VERY TRANSIENT AREA.