bad service
We went to Ashley furniture Saturday evening. We walked in and all the salespeople are standing there talking to each other. One sales person was helping another family. Not one person said anything to us. We walked around for 30 minutes, not one person said anything to us yet they all stared at us. We walked past the area where all the sales people where standing one sales woman actually pushed us out of the way to get by us and yet still said nothing. Another sales man was on the computer and as we walked by he's personal cell phone rang and he walked the other way to answer it. I would never shop here it my life depended on it. DON'T SHOP AT ASHLEY FURNITURE FOR ANYTHING! We then walked right next door to Sofa Select and did our shopping there.
trs (the rental store) fraudulent misrepresentation
I'm going to keep this short and sweet...
I went to ashley furniture to purchase a living room set. They had 0% financing for 12 months (So they say). I was there for many hours and saw people after people get declined. The sales rep said well we do have "in-store financing", so I decided to go that route (Big mistake). I got approved for the "in-store financing". Now it's been 7 months and I have paid 250.00 a month plus I paid 500.00 down payment for my furniture that cost a total of 1600.00. I called trs and asked for my balance and they told me it was 1500.00, I was floored. I then pulled out my contract and saw that all though my monthly payment was 245.00 for the 1st 5 months my charges by trs was 108.91 after that they charge you double. So to sum it up my 1600.00 furniture will cost me a grant total of 3200.00 (Double the price)
This company and ashley furniture represented themselves as a finance company when in actuality they are a rental company.
They are fraudulant and for this reason ashley furniture has lost me and my friends and family as a customer.
I worn you not not to use them as well.
The complaint has been investigated and resolved to the customer’s satisfaction.
service/warranty
I purchased a livving room suit from conn's in Jan. 2011. I called in Feb to let them know that their were defects with their product on the sofa and the love seat. On the sofa one end of the from is just hanging loose. On the love seat the recliner will not stay down it pops up all the time. They sent some old man who you could tell did not want to do anything he looked at it and said he was not fixin it because they should replace it. I have called every week since then and they keep sending me around to everyone but will not replace or fix the furniture . I also purchased the extended warranty so that if anything happened to the furninture I would not have to go through this. It is not May 11th 2011 and still no reolve to this issues they just keep wanting to send me to different depts. that I have already talked to. This is after about 5 hrs a week on the phone. I would not recommemd Conn's to anyone as far as their customer service. If I had the money for a lawyer I would have already filed a complaint.
The complaint has been investigated and resolved to the customer’s satisfaction.
customer service scam
I purchased and paid in full for a dining room set on March 12. I was told that "corporate" told them to tell me 4 weeks for delivery but that it was sure to arrive in less than 2. They tell you this after payment. I called numerous times to check on status...most of the times the line was busy or there was in excess to 15 minutes to wait. Finally when I got someone they told me they did not have a status. I called again today 1 month and 1 day after delivery was promised. I was told that they couldn't tell me status in that they thought the "guys in the dlievery room were going home". I asked to speak to a supervisor, they told me no in that he would tell me the same thing. I insisted on a supervisor. I finally reached one that was toally inept. They told me that they would deliver the furniture April 19 in a 3 hour window...but they couldnt tell me the window until Monday. I told them they did not make the week of April 12 delivery. The superviso then told me the week of the 12th was when they would call, NOT when they would deliver. I asked for the supervisors name and a number to call back. She said, just call the number you called before...I had been redirected 3 times. I asked for my money back. No, not until the furniture is 30 days past the delivery date. There needs to be something done about this type of unethical business practices. The supervisor told me to read the contract...said there were a lot of "outs" for Ashley so they did not have to give money back. Buyer Beware!
Try the Better Business Bureau. They are very helpful with solving problems with companies.
2 month delivery
I spent $1000 on some new couches and was told by the salesman that it would be less than two weeks for delivery. Its been almost EIGHT WEEKS and they still have no information as to when i'll be getting my furniture. Plus, i bought my couches when they were having a store closing sale and they advertise "bring your trucks because ALL INVENTORY MUST GO!" RIDICULOUS!
The complaint has been investigated and resolved to the customer’s satisfaction.
Cancel your order.
worst service
Probably to much to write. Ill just say I'm 31 years old and this was my worst customer service I have ever received in my lifetime. It started by lies in the showroom costing more at checkout. Next damages to walls and door of home on product that did not fit and could not be delivered to 3.5 hours of cell minutes wasted talking to these poeple not to...
gave me a defective mattress and would not replace it!
Horrible! Me and my husband purchased a sealy mattress from here. Six months later both sides began to cave in 3 inches. We contacted them since it was still covered by warranty. The ashley furniture technician came out and stated how defective it was. They would not replace it due to a small stain that was on it. I even asked them to show me in my papers where it stated that a stain voids your warranty, they failed to provide. When I contacted sealy, they stated it was ashley furniture who had to replace it. Do not buy a mattress from here. We had to go out and purchase another one.
peeling of leather
We purchased a leather sofa and loveseat on March 20/10 and took delivery on March 29/10. We are snowbirds in Florida and only use the furniture for 5 months of the year. A week ago, we noticed the leather on the arm of the sofa was peeling. We called Customer Service at Ashley as it was under a year old, plus we had purchased the extended warranty for an...
Read full complaint and 1 commenthorrible customer service
My husband and I bought our first furniture together, the event that started out as a fun step together has become a nightmare because of Ashley furniture. The sales person was friendly although he was the beginning of our problems. We bought our new furniture 3 weeks before my in-laws were coming from out of state to visit.
Ashley called to confirm the delivery for Monday the Friday before (they are not lenient about switching the time at all, even if its a half an hour difference)...everything was going according to plan, we decided to throw all of our furniture away on Sunday morning, cleaning out our house for the new furniture. Sunday night I received a call that they were not going to be able to deliver my complete sectional, only part of it was going to be delivered and the other part would not be ready for another month. We decided to get the couch part of it anyways because our family was coming into town that Tuesday and we didn't have much time left. When delivery came they did not call me half an hour before like they had promised but rather just showed up to my front steps, luckily I had asked my mom to be at my house to receive the furniture. They brought all the furniture they had promised but ended up taking my dresser and mirror because they didn't fit together (contrary to what our sales person had said when we purchased it). Customer service did not contact me to tell me the situation and when I called the next day to find out about my dresser customer service claimed that they were not aware of my situation and had to call me back (talk about lack of communication!).
When they finally called me back and I asked for the dresser to be delivered the following day, customer service said that their cut off time is 1pm for next day delivery so it wasn't possible. Ashley furniture is not at all about pleasing the customer, I was very impressed with their sales person and prices for the furniture we purchased but getting the furniture to our home has become a nightmare. At the present time the chase (the other part to our couch) is not coming for another 2 months. I don't ever want anything to do with Ashley furniture again!
Agree, walked into Ashley after i had just purchased from another and was told by JUDY(Mooresville nc store) that she could sell us a better mattress for less, also, "spoke horrible about there competitior as she worked there and all they do is lie", well let me say this, for the extra 100 i rather have gone next door because this JUDY was the lier, took our money, made promise after promise about delivery and never 1 time would she call us back .tomorrow we are going back to get our money and we will go next door.Ashley furniture needs to hire HONEST people with SKILLS!
buyers beware
Ashley buyer beware
Buyers beware of
One of the worse buying experiences I have ever had. Nearly $3000.00 spent on our living room set.
The sales people flat out lie to you to get the sale, they change the price on what they quote you when you decide to buy, when I called them on it they said oh I made a mistake. They give you a delivery date then after the purchase they change it. When it was brought to their attention it was oh we made a mistake. The price on the furniture that was clearly marked went up when they wrote up the order their reply oh it must of been mismarked. Then you wait and wait for your funiture to be delivered.
3 of the 5 pieces were delivered defective. The quality of their funiture is terrible.
The leather chair must of had a scratch and they covered it up with some dye very clearly visible. The $500.00 coffee table has nicks and about an 18 inch scratch across the top. These were not delivery issues just bad pieces of wood used in the construction process. The end table likewise nicks and dents all over it.
Here is a good one they told us it would take about 3 days to assemble the furniture after they received it. I asked assemble what and they said it comes in flat. I of course questioned that and they said oh yes we have to assemble them. I again said assemble it. Turns out 2 days to screw on the knobs which they did in my home we have the assembly instructions.
Ashley furniture home store took what should have been a pleasant experience and has turned it into a total nightmare.
Here's the funny part. They were voted best of the best in chattanooga.
Be careful with this questionable business.
Take your hard earned money elsewhere there are plenty of other good furniture stores in and around the chattanooga area.
The complaint has been investigated and resolved to the customer’s satisfaction.
Customer Service skills are terrible. I called the store 6 times before someone would call me back about a mattress I had purchased. Told me they would follow up -- never did. Still to this day I am sleeping on a mattress I wanted to return. Double charged on pillows - once when originally purchased, , , again, when the pillows came in. Told I would be called when pillows came in, never called. I called so many times that I lost count. Purchased them on 11/26 and actually didn't get them until 12/30.
Store opens at 10:00 a.m- but calls roll to answering service for 30 minutes after opening... "you will have to try to call again later." No one ever seems to know how to conduct business when I call. It's a struggle! What a very sad way to run a business. This was my very first visit to Ashley and I will never buy from them again. Spent about $3000 there and yet, I feel I could have received better treatment buying from a hole in the wall store. Never again Ashley Furniture of Chattanooga. Shame on you.
sold note to cti who double charged
I purchased furniture from Ashley Furniture in Laredo, Texas more than a year ago. They advertised 48 monthly payments with no interest. They said could be automaticaly bank drafted. Why not? Seemed like no problem.
I thought I was dealing with Ashley. Then, surprisingly and unexpectedly, I got a bill from CTI with a charge exactly twice the amount of the purchase.
Numerous hours and phone calls to Ashley and CTI were required to get that straigtened out. At the end of twelve months I got a notice of a late fee even though CTI had access to my bank account.
Again much time and calling was required to get the late fee reversed. To avoid that they said I must call at the end of each year and instruct them to continue taking out the amount from my bank account.
I get mailings from CTI and from Western Union. Recently I got three different mailings from CTI with different information concerning the account?
I would simply pay off the balance, but dislike CTI getting the fee they made by purchasing the note from Ashley for nothing.
I just got a notice today from GE Money saying they have purchased my account. I am 75 years old, am comfortable and am not worried about credit rating. I wish there was some way I could get out of this honestly without paying a fee for something that CTI and GE have not done.
I'm sorry you're experiencing problems with your CareCredit account. We'd like to help. Please email me at gemoneycares@ge.com with the following information:
- The full name associated with the account
- Mailing address associated with the account
- Your contact phone number
- Reference code DM 030311_af
For your security, please do not include your account number in your email.
Regards,
Nicole
GE Money
poor quality and poor customer service
I recently purchased a dining set and a matress from Ashley Furniture. The matress is a national brand item and I had no problems with. The dining room set is manufactured by Ashleys and is of very poor quality. If you bought a service warranty from them, forget about it as they will just pass you from one phone number to another with no results. The bench that I got with the dining room table caves in the center and the table, once the leaf is put in, caves in the middle as it has poor support system. I took the bench apart and built slats under it and now it works find. The table, I would have to get some 2X4 and would be a weekend project. However, I would definity not recommend Ashley furniture as a source to buy from. Poor product and poor customer service. I would rather pay more and get something that is going to work right and last this the junk I got from them.
worst customer service ever
Worst customer service ever — Salesman todd wolford took our money for 2 recliners and a sofa, Theresa gull knew there was an issue with the delivery, however did not think it was important enough to share with me, the customer that took a day off to accept deliver. Sherry ingram got into the web of lies after several phone calls by an very irritated...
Read full complaint and 4 commentsleather furniture that is not leather its spray on leather look
Do not buy anything from this company! I purchase a leather sectional with a ottoman for over 2900.00 with a three year warrenty! One my leather isn't leather it is a spray on leather look! And it is not look like it is 15 years old and it is only 1.5 years old. My brown leather is now turning orange all over it. And for that warrenty forget it. The warrenty department blames it on normal wear. Quote from the warrenty department in less then 6 hours after I sent them the pics."thank you very much for sending in your photos. I am very sorry to inform you the finish has rubbed off the leather. The manufacture calls this discoloration which could happen overtime with normal wear. This is not a manufacture defect not covered under your warranty. Thanks again." do yourself a favor do not buy from ashley furniture you might as well throw your money out the window if you do! Here is only 4 pics/ locations on my sectional out of 18 pics/locations!
poor products/poor customer service
My Mom purchased a livingroom set from Ashley furniture in July of 2010. When the furniture arrived there were darks spots on the material of the cushions. We notified Ashley and they said that they would replace the set for us. One month later we still did not have the exchanged set instead, we were told that this particular set was not being made anymore!
Now it is January 2011 - the same set is falling apart. The frame of the actual couch sits approimately 4 inches from the base of the couch and has caused the cushions to smash down in the frame and makes you sit like a taco! My Dad actually had to place a 4 inch piece of foam under the cushions of both the couch and the loveseat! Who should have to do that - it's a 6 month old livingroom set!
Ashely sent out a technician who told us that the cushions were all within manufacture requirements except one! The frame was in tack (yeah, but 4 inches below the base)! We were told we could deny the service recommended and request our money back.
This being said, we did just that. I was told by Stephanie at the Draper, Utah Ashley store that since my Mom took the 20% discount (it was really only 15%) and since the 30 days from the date of purchase has passed, there is nothing they could do! Really, shouldn't furniture last longer than 30 days? The 15% discount that was given was given on the mateial only...the material only was also being covered by a 5 year warranty that cost $129.00! Funny, the material and the livingroom set are know longer being made - I wonder why!
Long story short folks, I would recommend you shop elsewhere. Utah has some awesome furniture stores - Ashley is definately not one!
Kriston - Salt Lake City, Utah
The complaint has been investigated and resolved to the customer’s satisfaction.
Enhanced Recovery at [protected] has been calling my telephone number looking for a Devon Talbert for 7 years now. I have told them for 7 years they have the wrong number and have asked them nicely on numerous occasions to remove my number from their call list; they lie and say they have removed it. After 6 months to a year pass they start calling again, again and again. I have told them to contact the Sherrif Department of East Orange, N.J. to get an address for this individual. So far they have not because they keep calling me. They have asked me if I knew this person or ever known this Devon Talbert. I keep telling they "NO", I have had this telephone number for 7 years and they have been calling my number for 7 years. I am constantly being harrassed by this company. Why do honest people have to deal with people that make a debt by getting their harrassing phone calls that keep coming year after year. This debt collection agency begin calling at 8:00 am to 9:0o pm. We have very sick family members in nursing homes and hospitals and everytime the phone rings we rush to the phone and it's these Enhance Recovery people looking for Devon Talbert. It's extremely aggravating and nerve racking to pick up the phone and you hear a message "This is Enhance Recovery looking for Devon Talbert; please ignore this message if it's not for you." Then they leave a number to call; you call the number and another debt agency answers telling you they are not Enhance Recovery, but they will take my number off their 'calling list'. ? To no avail this has never happened. So what is a person to do to stop the harrassment?
Devon Talbert can probably be found on "Myspace" "Facebook" "Twitter" or some kind of website. He owe a lot of people. How do I know he's a thief; because I receive all his debt collection calls.
Enhanced Recovery do your homework if you want the debt collected; call the East Orange Sherrif Department; they will find him. It may cost you a few dollars, but finding this thief may be worth you wild and be a relief to all the innocent people you are harrassing on his behalf.
not honoring its own coupon
The DM, Alex, was incredibly rude to me. The have a Holiday coupon valid until Feb 28 2011. $50 free. I wanted a box of leather furniture cleaner, the exact product with the exact coupon I used last year. This year, they would NOT honor it. I asked for the documentation for the change. He refused to produce it. I asked for his manager. He told me to "hop on a plane and fly to Arizona". He called me crazy, and said Ashley didnt need my business.
finish cracking
$400 Sofa Table Model T333-4 3 yrs old - finish cracking (made in China)- Store says warrantied for 1 yr. I have lamintated wood furniture 50+ yrs old and in good shape. Very unhappy with Ashley's furniture! Personel at Ashley Furniture said they can give us a name of a furniture repair person who charges $45.00 per hour. I paid $1100.00 for a king mattress, box spring and frame (no headboard). It felt like I was going to fall out of bed when lying down. Personel informed me that it was because I had purchased a cheap mattress!
Dear God! I am not believing the poor treatment I have received from Ashley and there partner in crime Guardsman!
They have not been any help and my couch just keeps on peeling! I just want my money back but the so called insurance is not
insurance at all? Its a protection plan! What tha !I`m ready to take these guys to court! What is my other option?
I was sold crap! I haven't even had this furniture for 3 years...and it hardly ever gets sat on but it looks like I left it outside for
every cat in the neighborhood to claw on! So if any one wants to write me and come up with a better plan to get our money back
from Ashley and Guardsman I`m in! ajhall123@yahoo.com can`t wait to here from you!
took money for 5yr tv warranty - no service!
Bought 52" mitsubishi tv 01/10; need service from 5-yr warranty I purchased with tv. Warranry service is nowhere to be found — very dissatisfied with lack of customer service skills. New manager of two days said she'll find out! Doubt it since no-one could tell us delivery date of high dollar products purchased. Cousin purchased $1200 furniture - pre-paid; nothing - no money returned, no furniture - not even a promise to do anything! How does ashley furniture officials sleep at night being so dishonest with hard working retired people!
weird experience
I went to the Ashley Furniture off of the 215 and Decatur to buy a chair. I pretty much expected to just be able to walk in, buy the one I wanted and walk out with it. Didn't happen.
The guy helping me was very nice and personable but when he looked to see what they had in the warehouse his computer showed that there were 7 chairs in the warehouse, one good and reserved for someone else and 6 damaged. I couldn't get one from the warehouse until nearly New Years. I wanted the chair for Christmas.
I asked if I could just buy the one out on the floor and the manager refused to sell it to me. Why is it that I could go to a car dealer and drive off with a brand new vehicle the same day but I couldn't buy a chair at a furniture store?
I went home looked up the chair I wanted and found it on line for $50 cheaper with free shipping. It may take a little longer to get it but since I would have had to wait anyway I might as well pay less for it. Ashley Furnitures loss! Too weird!
inapropriate delivery
I bought furniture from Ashley Furniture in Albertiville Minnesota. The drivers showed up and my wife was alone for the delivery. It is winter and messy outside. They informed her that it was inconvenient to take off their shoes and made a mess of the living room. When they were done they made sure she saw a handwritten piece of paper on top of the official papers. It said, "tips appreciated". They clearly intimidated her and just stood around and stared out her. She gave them $10. The head guy said he could not spread around $10 for three guys and just looked at her. She felt uncomfortable and gave him $15. He finally left and took the money and his piece of paper. Almost criminal. I called the local store, delivery outfit, and emailed corporate in Wisconsin. In total the best they could do was refund the $90 delivery fee (the $15 was kept) and called and said the guy was suspended and thanked me for informing them of what happened. To be honest I don't think they checked into or did anything. Why would I? They took $15 and made an offer of nothing. I told them I did not plan on ever going to their store again and would relay this story to others. No apparant concern about my or anyone elses future business. Just oh well, here is your delivery charge back and see you. Never will step foot in this business again in my life and highly recommend you don't either.
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Ashley Furniture uses a contract system of delivery agents that provide exceptionally poor communication and customer service. Additionally, calling Ashley customer service results in a "sorry", but no other attempt to offer a solution or provide a good customer service experience. Issue: For the second time in two years I have ordered a furniture set from Ashley only to have the delivery delayed weeks with Ashley blaming their contract delivery service providers. The current delivery system gives the customer no option to select when the furniture is delivered. In the store the customer is asked about several dates and told that the delivery person will call to confirm an appointment. This is not true. In both cases what I received was an automated message two days prior telling me when, in a two-hour window, I was REQUIRED to be at my home. When I used the prompt to talk to a representative, which I assumed would be about the delivery problem, I was directed to Ashley customer service and told "We can't change the delivery. It is based on your zip code. I'm sorry." That was it. No attempt whatsoever to correct the problem, though the representative did suggest my wife or I could "take off work." You have to be kidding me. I thought the first time was a fluke. Things happen. When it happened again, I decided that I will never use this company again.
I am dealing with this same problem. This company is a big joke. As soon as they get your money, they do not care at all when you receive your furniture.
Even though we paid the ridiculous delivery fee, we ended up going to the warehouse and picking up the furniture ourselves.
The customer service is a complete joke. It is one lie after another.
I wish I would have found this website while we were furniture shopping.
Please, please never ever think about actually purchasing any furniture from Ashley Furniture Stores, specifically the stores in Birmingham and Huntsville, Alabama.
My first hint should have been that my sales person warned me of the delivery, installation, and "customer service" process, should there be any issues with the 'final' delivery of my purchase. Alas, I forged ahead; convinced I would not be "one of those customers."
That was on August 1st. It is now October 27th (and counting) and I am still not finished with my saga. Rather than bore you with all of the specific details of my plight I will simply say this: Ashley Furniture lies and has maliciously deceitful business practices. They clearly do not have principles under which they operate and the term Code of Ethics is clearly a foreign concept to them. I have been intentionally and maliciously lied to no fewer than five (5) times (and counting) from the store level, corporate level, and regional level and management employees. These same employees have also attempted to convince my spouse that I was actually the one lying about credits and "compensation" I was promised as a result of my horrible delivery experience at Ashley Furniture. With every passing interaction with Ashley Furniture I continue to be utterly and completely amazed and dumbfounded and the lack of integrity, ethics, and values any single employee at Ashley Furniture has. I am completely amazed they are still in business and still find customers to torture. What is more, I sent a letter (FedEx) to the CEO of the company and have yet to get a response from him. It is clear, in my mind that the sub-standard business practices, ethics, morals, and values start at the top - with not even their CEO caring and/or responding to a customer who took the time to send him a letter, regarding their horrific buying experience. Absolutely unbelievable in the year 2008.
My 'simple' purchase has turned into a maliciously unethical consumer experience and is still not close to being resolved. If you are considering buying furniture go anywhere other than Ashley Furniture - anywhere. If you have the talent, I recommend whittling your own furniture - I can PROMISE you, it will look better, you will have it in less than 3 months (and counting) and you will save yourself hours upon hours of debating and defending your position as "the customer".
Bought my first house a few months ago. Needed some new furniture, including a bed. The day after Thanksgiving, I woke up early (6 a.m.) to make it to the Ashley Furniture early-bird sale. Purchased more than $2, 000 worth of merchandise, including the bed.
Several weeks ago, the furniture was delivered, all but my footboard and headboard. Footboard didn't arrive; headboard was broken. I was OK with that because accidents do happen. This past Monday I contacted the store to find out where my bed was ... to be delivered Wednesday. Today I find out that while the merchandise did arrive, the headboard is broken and that it could be another TEN days before I get my bed.
I tried to explain to the woman that I have been sleeping on the floor and all I want is my bed. She tried to appease me with bringing out a loaner bed frame and $75 gift certificate. I told her that doesn't help me with the problem of all the boxes filled with bed rails and frame. And why would I want to shop at Ashley again? Then she offered a merchandise certificate for the full amount of the bed. How does that help me? I will still have to wait for a bed.
In this time of economic turmoil, for a company to totally disregard a valid request of a good customer is nothing but ludicrous. I will never return to Ashley Furniture. I don't care what kind of sales it has. I don't do business with companies that are either ###ic or unethical.
purchase a sofa/loveseat less that three months old and the material on it is defective. They sent out a person to look at it and of course it is something that "is not" covered under their warranty It has taken a month to even get a manager to call me back and then they inform me (very rudely) that they will not do anything about it. I paid over $2200 for this junk and they tell me that's to bad. I recommend that anyone thinking of purchasing anything from them to go somewhere else. Before I knew that they weren't going to do anything about the funiture I had also purchased a bedroom set for my grand draughter that was over a $1, 000 and I still haven't received it and they still charged it to my credit card where I have to pay interest from the date of purchase. I was told that I would receive this in two weeks and it's been over three weeks and she is sleeping on a ballet on the floor. I told them that they weren't suppose to charge that to my account until I received the item and they told me they were allowed to do that. I told them that I wanted to cancel my order and they informed me that "they would not cancel it and it didn't matter if they told me three weeks, that they could take as long as they wanted to and there is nothing I can do about it. I called the credit card company and they are sending me disbute forms and I will also file a complaint with the better business breau. Unfortunately, their warranty with the small disclosure statement is on the back of the receipt they give you after you purchase the items. Make sure you read it within a day or two or you will also be stuck with junk.
I am writing this letter today to inform you of my more than unpleasant experience with your Burbank store and delivery company. My husband and I came into your store on July 3, 2011 and purchased a sofa, chair, ottoman and sideboard. I was very pleased with the service I received from your salesperson Rob. He was very attentive and worked well with us to find a nice set that was not even displayed on your showroom floor. We were told that one of our pieces would be backordered and we could have delivery of our items on Monday July 25th. Saturday, July 23rd, we received a call informing us of a 4 hour window delivery time(2pm to 6pm) for Monday. At about 3pm, we received a call to inform us that the deliveries are running late and will not be there until 7pm. Then at 5pm, we received another call to inform us of yet another 2 hour delay. We were told this delay was caused by the current delivery being a large amount of furniture and they had to take pieces apart to bring them into this persons home. We agreed to a 9pm delivery because we had already cancelled our dinner reservations and would be home anyway. We could not reschedule this delivery because we could not afford another “4 hour window” of our time waiting for this delivery.
The delivery men finally arrived at approximately 10:00pm on Monday evening. We spoke to the men and they informed us that the prior delivery was so large, there wasn’t enough time given to make all of the deliveries in that day. They had been running late all day. It is unfortunate that they had to stay out so late, but I was expecting my furniture between 2 and 6pm. We also noticed that everyones furniture was covered with old mattresses that were picked up earlier in the day. These items are supposed to be wrapped. My husband spoke with the Rob, the salesman, and was told that a manager would call us tomorrow, Tuesday.
So, I finally have my furniture and I notice the seam running down the middle of the sofa is not sewn straight. It is obviously defective. I told my husband when the manager calls him, let him know that we need to replace the sofa because it is defective. We wait all day and do not receive a call from a manager. On Wednesday, when we still don’t hear anything from the manager at Ashley, my husband calls to speak to him and leaves a message finally on Thursday he calls again and speaks with Freddie, the sales manager, was very kind and accommodating. He placed the order for our replacement sofa and issues a credit for our original delivery cost. He also states that he will make sure that we have first priority for delivery on Saturday August 6th. A few days before the delivery, they called to confirm an 8am-12pm delivery on Saturday. This was an automated system, so my husband called the delivery company to confirm that we had the first appointment on Saturday morning. They stated that they had no idea that it was a priority and they could only give us the infamous “4 hour window”. My husband called Freddie at the store to see if he could confirm the first delivery with the trucking company. Freddie could not guarantee this time now. As a manger, he should have some control when a customer has a complaint. We needed to be the first delivery because we had already spent 8 hours waiting for the original furniture to arrive and we did not have more time to spend on this.
All we could do was accept the 4 hour window on Saturday morning. At 7:45am, we receive a call that the truck would be 2 hours late! Meaning, 2 pm. After several calls to Ashley and the trucking company, and being hung up on by a woman at the trucking company, we are told they are on the road. Assuming they are on their way to our house for the first delivery, we get a call from the driver saying that he has 2 stops before us and will be there after that. We had already wasted half the day waiting for this truck and this is the point when my husband decides to go to the store to speak the store manager who will not speak to him on the phone. This unacceptable behavior from both Ashley and the delivery company had forced us to reconsider our purchase and return ALL of the furniture we bought. Rather than deliver our replacement sofa, the men were to pick up all of the furniture instead. After several more hours waiting for the pickup, we contacted the store again to find out what the problem was. We were informed that they bypassed our stop and can pick up the items at the end of the route. When they still had not come at 9pm, without any calls, I was furious. The store was closed and they would hear from me in the morning. I had to reschedule plans on Saturday and miss a very important event because of the lack of consideration from both parties.
On Sunday, I spoke with Freddie regarding the "no show", he apologized, but that lack of respect and customer service is rude and uncalled for. By this time I have wasted a minimum of 16 hours WAITING. Freddie told me that there was a truck out making deliveries at the moment (2pm) and they have a very large delivery that will take a few hours. They could then come by my house to pick up the furniture and they will call me when they are 30 minutes away. I agreed that would be fine, as I was 50 miles away from my home and wouldn't be there for a while anyway. 45 minutes later, the delivery team called and said they were at my doorstep. Freddie knew I was not at home and the driver did not call me 30 minutes in advance. I called Freddie back at the store to let him know that the drivers were at my home. Freddie stated that he did not know how long they were going to take (after he already told me that they would be a few hours). He asked me when the next available day for pick up would be and I told him I will be from 6pm to 7pm on Wednesday. He stated that they needed a 4 hour window. I could not agree to a 4 hour window, as I have already spent too many hours on this already. I was then transfered to Armen, the store manager. He rattled of a bunch of canned apologies and included a lie that the truck broke down on the day of the initial delivery. I said I would be home at 6pm on Wednesday for the pick up, but could not be guaranteed a time until they scheduled deliveries.
An Ashley representative called to set the appt. for Wednesday and said they only had between 10:30-2:30 available. I also asked that we be placed on the beginning of the route. This also meant another days missed work. Hoping we could be done with this ordeal we agreed. At 2:15pm my husband called Ashley to find out the location. They did not know and called back at 2:40 stating the truck was once again running an hour late. The truck finally arrived at 4pm. We have now spent 21.5 hrs at home waiting on this trucking company. That’s equates to over half week of work and I am sure whomever is reading this would not like to miss out on that much pay to end up with nothing.
I'm sorry to say I was not displeased with furniture I purchased. I would like Ashley Furniture to know that they have a terrible, outsourced delivery system which reflects poorly on Ashley. This outside company has forced me to reconsider my purchase with Ashley Furniture. At the beginning, I was pleased with the service I received from Freddie who was trying to help my situation, but when a manager does not take control and try to resolve the situation, I have no other thought than one that he doesn't take my problem seriously. There were several things he could have done to fix this from the beginning, but he chose not to. I hope that Ashley takes my experience and comments into consideration and re-evaluates the relationship with the delivery company that has just lost them business.
Did you contact a manager?
"lack of integrity, ethics, and values any single employee at Ashley Furniture has"
I completely agree.