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Ashley Furniture Industries / dresser

Charlotte, NC, United States

Dresser that I did not order was delivered and my son dresser was delivered broken.
I was under the impression I was ordering a dresser from the Zelen Collection but because they did not have it on the floor the sales person showed me the Juaro Collection and told me it was the same color. He sent me the Juaro dresser even though I requested the Zelen dresser. When I went to the store to tell them about the mix up the sales person and another manager told me that there was no difference and that they was the same. The sales person stated that when he asked someone in the back they stated Zelen and Juaro was the same color. The manager stated that what happens is production makes a alot of a dresser and then later they make the same dress just a inch difference in color and they name it different. I was sold a dresser from the Juaro collection that I did not order and they will not change it for the Zelen dresser that I thought I was ordering and paid for. The reason why I wanted the Zelen dresser is because it was a lighter brown color then the Juaro from the Ashley Furniture website when I did my research. The store is telling me they are the same color and that there is no reason to exchange because they are the same color, which is not what I see online. On top of that I also order a bedroom set for my son and it was delivered with the bottom draw broken. The unprofessional and crazy thing is that upon buying the items and taking my money I now have to wait on the store to mail off the items that will be needed to fix the broken dresser they sent me after getting my money (this was not a cheap dresser). I called customer service and was told they have to send me the items to fix my dresser then I have to call the store and request a service person to come to my house to fix the dresser. I was told they would take 24 to 48 hours to call me back to set up a time to come and fix the dresser, then I will have to wait that time for them to come out. I have already had the broken dresser for a week which I paid over $500 for and I will have to wait probably 2 more weeks till it is fix. They take your money and don't show any concern to get the broken items they sent me fix. I will not be buying anything else for Ashley Furniture Homestore because they don't care or put any urgency to fixing the broken its they have sent me after they get my money.
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I do not accept the response of the business due to the fact of me purchasing a dresser from Ashley Furniture in the amount of $500+ and calling within the 24 hour time line to let them know that the dresser was broken. Ashley Furniture is correct just looking at the dresser you would think nothing is wrong with it which is why I accepted it. But why does Ashley Furniture give the customer 24 hours to call with any issues with the items, because we are human and sometimes we can miss things even after looking over them. If all Ashley Furniture is going to do under "their discretion" is send me the parts to try and fix the dresser that was sent to me defective of course they are going to choose this option it saves them time, money, and labor and of course all of this after they have taken my money. I now see why Ashley Furniture commercials and their phone recordings say that they're able to make good quality items at low cost is because they make defective products and send them to their clients. Since they now do have my money they said they was going to send out parts for the defective items they sold me and they will try to fix it at a minimum cost under their discretion of course. After waiting almost 3 weeks I received a call and was told the customer service agents never put the request in for the parts to be sent to me. So I had to go through all of the headache once again to explain my whole story on what happened for them to once again tell me they were going to put the request in for the parts to be sent to my house and then have to wait 24 to 48 hours for somebody to come out here and try to fix the defective item rather than sending me a brand new item with no defects that I bought for $500. And once again this is all done under the discretion of the company which their discretion falls under them saving money not about what the client has to deal with or what the client originally paid for. So now the step that I am on is I came home and received the parts laying at my front door I called Ashley Furniture customer service again and was told that I'm going to have to wait 24 to 48 hours to receive a call from a third party company that's going to call me and set up a time when they can come to my house and try to fix their defective furniture they sent me, they're not even sending me an associate from Ashley Furniture they're sending me someone from a third-party person that "knows their Furniture so well that they can fix it to make it showroom quality". On top of that I purchased this dresser on December 18th it was delivered on December 27th it is now January 12th and I still do not have a dresser for my son that I am able to use that I purchased for $500 also the dresser that I ordered for my bedroom was the wrong dresser that I'm still waiting to be exchanged for the proper dresser that I ordered. To add more horror to the story receive the text message yesterday stating that they were sending out the wrong dresser again to me had to call Ashley Furniture to cancel that one and once again explain to them what I order to then be told that the dresser I originally ordered on December 18th will be delivered on January 21st. All in all this has been a horrible experience and I will never purchase anything from Ashley Furniture or ever have anything good to say about this company. From this experience I see that Ashley Furniture is a type of company that will take a customer's money and then at their discretion, low cost and labor try to fix their mistakes and defective products thank you so much for being America's number one Furniture Company.
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I received my packaged items sent to me by Ashley Furniture to try and fix the broken defective dresser that was sent to me on January 12th 2017. When I called Ashley Furniture I was told I would have to wait 24 to 48 hours to receive a call to set up a time and have a 3rd party company come to my house and try and fix the broken defective dresser Ashley Furniture sent me. It is now January 16th and I still have not received a call from anyone about when I will get this broken defective dresser that was sent to me by Ashley Furniture fixed. Once again since they have gotten my money there is not rush to fix a broken defective product they sent me they don't care. I still want to say I purchase these items on December 18th and it is now January 16th and I still can't use the dresser I brought for my son nor do I have the correct dresser I bought for myself. Now I am to the point I just want Ashley Furniture to take back their broken defective dresser and incorrect dresser they sent to me and give me my money back. This is a horrible company and bad business practices.
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I call Ashley Furniture today on 01/17/2017 and spoke with Amanda. She stated that she saw I call on Thursday January 12th and that the request was put in on Friday January 13th. First if I call on the 12th my request should have been put in on the 12th not the 13th. Showing the company Ashley Furniture does not care about the customer once they have their money because that is more time I now have to wait. Put another note onto my complaint with BBB because it was now Monday January 16th and I did not receive a call from the 3rd party to set up a time (time I am still waiting). Called Ashley Furniture on Tuesday January 17th to see what was going on and Amanda said that the company was closed due to the holiday, but no one called the customer me to let me know. Then she proceeds to tell me she will have to put in another request and I will have to wait 24 to 48 more hours for this 3rd party company to call me and set up a time to fix the broken and defective dresser Ashley Furniture sent me. Once again showing there is no urgency and Ashley Furniture does not care because they have my money. Just a recap I bought all of my items on December 18th and it is not January 17th and I still can't use them, 1 day short of a month.

Do
Jan 17, 2017

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