I ordered the furniture over the phone on 6-30-20 with Aaron Brown the sales rep. He added in the protection plan, with out my approval. I called on 7-2-20 to discuss why this was added in. Aaron stated the protection plan would replace any furniture that would break over the 5 years and if we didn't use it, it would be used towards a credit on our next purchase. I never received the protection plan information. I texted him multiple times and called and would not respond.
At the time of the order, Aaron assured me that all pieces would arrive by 7-28th and that the one dresser and headboard may be delayed 2-3 weeks, but all should come in. This information is WHY I chose to go ahead and order the furniture as we had sold our current furniture and coordinated that sale based on this information. We received all pieces 7-28 except the headboard and tall chest dresser.
I was notified that the headboard and dresser would not arrive now until Sept. by me calling customer service due to never hearing back in August. Due to all the delays and misinformation, we were forced to sleep on the floor for 3 months.
I was then notified it would be October. I received tall door chest and headboard on Oct. 10th. The dresser two doors will not shut. The delivery man tried to fixed and stated we will need to order you a new one. I signed that the hinges did not work and they would replace. See attached photo on bottom right. I never got a call so called a week later inquiring when this would be replaced.
Customer Service stated that they were not aware and would place an order. Later found out by calling again, that this dresser is discontinued. They then said they would replace the doors and they would be in 2 weeks. Made 2 additional calls and stated it would now be two months. At that time, I stated I do not want this set as it is NOT a complete bedroom set with one dresser unable to use. I cant resell the set for what I paid and would like them to pick the whole set up and provide me a credit. Customer Service stated all sales were final and they do not accept returns. I said, even those that I signed damaged and was told would be replaced??? I even have a protection plan, and that can't cover it? I didn't damage this set, you sent it damaged. They said all they would do is sell "as is" for a 10% off. A bedroom set needs to match and having a major piece where the doors will not shut, they pop open, it a huge issue. I cannot find another piece to match it, which brings the entire value down of the set.
I have never seen such horrific sales practices and a company that does not stand behind their products and services. I spent over $3600 on a set and can't even use it as well as the protection plan. I asked to cancel this protection plan and they said I would have to do this on my own. I called and left messaged with the service plan and never heard back. So again, the integrity of their products, services and gross manipulation of sales practices has left me the customer not getting what I purchased.
I will not accept paying for this entire purchase. I need the credit of the service plan($282.16) and the dresser($899.99) that is non-functioning at the very minimum. I have made over 20 phone calls to their customer service and spent endless hours trying to resolve this on my own. I am finding that after hours of calls and 6 months of trying to resolve this on my own, I have no other recourse then to file a dispute. The sheer arrogance and lack of acknowledging that they mislead me with false information at the time of purchase and then to later keep manipulating and providing false information to make sure I didn't cancel the order is unbelievable. NEVER once was I told this was a FINAL sale. Even when delivered, the delivery team said not to worry that the piece that the doors didn't shut, will be replaced. They ASSURED ME.
I received a call 2-3 weeks ago. The Ashley customer service representative inquired if I would be willing to accept 20% off the dresser and sell "as is". She was aware of my dispute and said that this would be what they would want to offer as a resolution. I was appalled at the offering and said, no I am disputing this for the reasons I mentioned above.
I will look forward to the final resolution and appreciate you working with the vendor.
See below and attached invoices. The below is what is needed credited at a minimum. The phone calls and signed delivery sheets stated that this was delivery damaged and should justify a credit for both. The service plan needs to be credited as well as I never received it and was sold that this would replace ALL damaged furniture for 5 years, which is fraudulent as it isn't correcting this situation.
B8712-48- $824.99
Service Plan: $282.16
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