ASHEVILLE, NORTH CAROLINA -- As a Veteran, and as many veterans do, we have a great deal of pride and integrity when it comes to our word. To us, that word alone could be the difference between life or death. It alone holds a bound. This is not the case with Ashley Furniture and their team.
My wife and I had the opportunity to purchase a fifteen piece living room group at a very affordable price. Our sales associate was amazing (would recommend that he find a different company). Based on this purchase and the future purchases; to include dining room, toddler room, and master room, we donated all of our furniture. The furniture that we purchased was delivered in a timely manner.
At the time of delivery we noted multiple areas of damages. We discussed this with the delivery team. The team stated that the"damages that we did see were annotated at the delivery docks and were shown to delivery manager." Their operational procedure is to "deliver the damaged furniture as is and let the customer make a decision based on if the customer sees the damages." Out of the fifteen pieces that were delivered, twelve were visible damaged. Three boxes, which contained accessories, were damaged on the outside. Leading to the contents of the interior being compromised.
Furthermore; in the process of the delivery, one of the delivery team cut himself and bled on the carpet in several places. I failed to mention the damages to the walls. We contacted the store several times. Speaking with admin assistant, we were informed that it was the managers day off but she would have the customer service manager give us a call. We afforded the CR manager to return our call with no call by the close business. Called next business day and spoke with admin assistant a second time. She stated that the "GM had just walked in. She would speak with him about the damages." No call was received by the close of business.
I again returned a call to the store and this time spoke with GM whom had not heard a single mention of the problems. He stated that the damages were the responsibility of a contracted delivery service. Whom by the way drive trucks with Ashley marketing. Not the responsibility of Ashley furniture. I did have an opportunity to speak with the customer service manager, who was obviously very put out by my call. She was also unaware of the issues. But wait, even after explaining to her the issues, she put everything off on someone else and had no resolution.
Another called placed to GM, was received again very negatively. At this time I was informed by the GM/Regional manager that he would have the delivery manager, who was responsible for damages give me a call. Then stated that he spoke with delivery manager who was going to call me to come by and take pictures.
This never happened until I had to escalated the issue to the Attorney Generals level. The delivery manager and GM both stated that the furniture is delivered as is because people need a place to sit?? My words to them both. I came into the store and made a purchase based on what they were representing. Furniture that was aesthetically pleasing, that was not what was delivered and was very misrepresented. Needless to say, we cancelled this order and had all items picked up. We also cancelled our future purchases.
As a Veteran, I encourage all Veterans to really reflect on this companies integrity and honor. After all was said and done, the blame was placed on the young married man at the bottom. As soldiers, that man at the bottom is just as important as the man at the top. He may be the one that saves your life. We don't blame him. We pick him up and bring along. Show him what it means to have integrity and honor. Above all show him that you have ethics.
CARBONDALE, ILLINOIS -- I bought an Ashley Furniture Children's Cottage Retreat Nightstand item ID B213-92 for my daughter before she could walk. She has now begun to walk. She pulled herself up by the front of nightstand and it fell over on her. Thinking it was just a fluke accident we kept it. My wife told me the other day when the little one opened the drawers which were full of children books it fell on her again, without pulling down on the drawer, just opening it.
I called Ashley Furniture in Carbondale Illinois, where it was purchased, to see what their return policy was. The lady that answered said see the bottom of the invoice, if you take delivery then there are no refunds or returns, because it was Special Ordered. Last time I checked they have to order everything because they are too cheap to keep an inventory. I kindly explained it is a design flaw and that needs to be addressed because it is a safety issue. Her response was "just attach it to the wall."
I asked to talk with the store manager and she told me that he is a busy person, he will get back to me when he gets time. Still have not heard from him. (I will give him a week and after that time to go to the Better Business Bureau and Ashley Corporate, do not really know how much it will help but worth a shot.)
Excuse me, when I buy children's furniture it should not have to be strapped to the wall to prevent it from falling forward when the drawers are opened. I could expect that response if it were adult furniture but children's. I guess Ashley furniture is more worried about making a buck than the safety of the children's furniture it sells. If they would make the sides three inches deeper there would be no issues with falling forward. I will never buy anything from them again and you should not either.
JONESBORO, ARKANSAS -- We recently purchased a tempur-pedic mattress from Ashley Furniture in Jonesboro after looking at several stores around town. We thought we picked out a mattress that was more expensive but worth the extra $ for comfort and longevity as we had our previous mattress for more than 15 years. They told us a memory foam mattress takes a few days to get adjusted to as it is a little different than an inner springs mattress but once we adjusted we would love it. Well, in our fatigue of looking at many stores we neglected to ask about their return policy on the mattress if it didn't work out.
After sleeping on the mattress for 2 weeks and still not adjusting I was ready to exchange and get a different mattress. The store does not really have a return policy on mattress (I don't think) but we contacted our sales person and he had the store manager to contact us.
Brad the store manager was very gracious and allowed us to exchange the mattress (in the middle of the craziness of the store moving locations) and even pick out an additional piece of furniture to make up the difference in the cost of the less expensive mattress. I am grateful for his attitude of "we just want you to be happy with your purchase" and "we want to make it right with you!" Great customer service!! I am sleeping better on our 2nd choice of mattress and love the additional piece of furniture.
PALM DESERT, CALIFORNIA -- I received a sales call yesterday asking me to come to your store in Palm Desert to take advantage of a sale. I have made two purchases at this store. After the first about 2 years ago I called about a problem. No one ever called me back. In spite of this I made another purchase within the last year and had a problem at time of delivery. I called and emailed a number of times and no one has ever gotten back to me.
When the salesperson called I explained to him how I cannot buy again from Ashley Furniture until someone calls me back. I had actually hoped to get a call today from a manager at least to find out what happened. Nothing. No call. It is obvious that no one cares at that store and once a purchase is made they wash their hands of any responsibility for customer satisfaction. How sad.
HENRIETTA, NEW YORK -- I purchased a sectional for $2,000 and a leather chair for another $1k less than three years ago. I also purchased the extended warranty. The chaise part of the sectional has sagged to the point of being uncomfortable, mind you I live alone with no kids and only weigh 180 lbs.
I called the company. They said "Call another company that the warranty was covered by." They were completely useless, said they did not cover that. Called Ashley back, they sent a tech out who said, "This is a flaw in the cushion. I will order you one and be back in about two weeks." A month goes by and never heard from anyone. Called Ashley and they said "Yeah, that is not covered. That is user wear and tear! We only cover for one year!!" BTW they also claim, they are not the manufacturer, they just sell it. Moral of the story, might as well go to Big Lots and save money.
SPOKANE, WASHINGTON -- We bought a sofa, loveseat and recliner. Great looking furniture. Their customer service, in one word, sucks! I called the store 5 times in 3 weeks inquiring as to when we could receive delivery of our purchase. Every time, their response was that someone would call in a couple of days to schedule delivery.
I was even given the number to their distribution center in Dallas TX. Same thing - someone will call in a couple of days. We called today - because they were supposed to call yesterday - to find out that we are delivery #8. They can't give us a time. "It's the warehouse's responsibility." Great. We have plans this evening, and will have to cancel because we have to wait for a delivery truck sometime this evening. Where was our phone call? Why were we the only ones initiating contact? WHERE IS THEIR CUSTOMER SERVICE?! They don't have any - once you drop a dime in their store, you are screwed.
SPOKANE, WASHINGTON -- I ordered furniture end of November 2014. Told it would be here by Christmas 2014 and my sales guy would call weekly. Still to this day 1/14/2015 have not received one phone call from them. I have called several times oh looks like next week... looks like tomorrow (tomorrow comes I call), oh by the end of the week but the chair you ordered looks like in February. Long story short. I would not recommended this place to anyone. Unless you want your furniture in a year. I still have yet to receive one thing I purchased. Carissa (I think the manager) is very helpful but she can only do so much. This company sucks and I am kicking myself for buying my products here.
AVON, INDIANA -- I can't get the Manager of the Avon, Indiana store or the district manager of the area to return my calls? Funny they are always with customers or not in to take my call. I've been calling for over a month leaving messages with no returned phone calls. They know their salesperson lied to make a sale, so they don't want to take responsibility and return my calls. If you know how to get a returned call, please let me know. In the meantime I will be letting everybody know by mouth and social media to not shop Ashley Furniture. As well as my niece advising of poor service she has received from the Avon Store as well.
BALTIMORE, MARYLAND -- First, I walked around the store for 15 minutes and didn't have anyone ask me if they could help me. I then sat on a sofa and finally a salesperson asked if I was being helped. Seems they could have a better method of greeting customers. Since I knew exactly what I wanted, the salesperson wrote up the order. He said since it was only $250, could I pick up at the store? OK. However, the signs outside the store said "Free Delivery". What's that all about.
Anyway... He walked me to the "office" and I waited again for a clerk to help me. When I got to speak to someone, they gave me total but that didn't jive with the salesperson. I asked to have a printed copy of invoice before paying. After she shrugged, she reluctantly printed a copy. Well, it showed $20.00 to ship to store - What? I pick up and they charge me to deliver to store? OK.
Well, I then asked if it came damaged (which I have read over and over is problematic at Ashley) do I have the option of cancelling? She said sure but then they would charge 30% restocking fee - Really? Then another clerk chirped in and said he would do 10%. I said, "Why anything?" This went back and forth until I told them forget it and walked out. Will Never go back to this POOR SERVICE STORE AGAIN.
WILLOW GROVE, PENNSYLVANIA -- I needed to purchase a new couch. When I walked into Ashley furniture I was greeted by a sales associate. He allowed my to walk around the store and take my time without feeling pressured to make a purchase. When I decided on a couch my sales associate let me know that the couch was temporarily out of stock but he would call me in three weeks when it was ready for delivery.
Much to my surprise, two weeks later my sales associate called to inform me my couch was ready for delivery and allowed me to pick the day that worked best for me. The delivery was scheduled to arrive in a four hour window. In the exact middle of the delivery window, the delivery men came and careful set up my couch exactly where I wanted it placed. Everything about my experience with Ashley Furniture was great.