Ashley Furniture - Poor Customer Service
Couch - Complaint
MONMOUTH JUNCTION, NEW JERSEY -- My mother bought a couch from Ashley. It was delivered this past Saturday. She hasn't really sat on it and today, August 22, 2012, she noticed that when she sat on it there was a loud rubbing noise each time she sat down, which in the long run the continued rubbing of the cushions on the back of the couch would eventually wear the material away. She called customer service and they told her she had to go to the store. We go to the store explained the problem and that she wasn't satisfied with her purchase and wanted to return the item. They told her there would be a 25% restocking fee and a pick up fee, which amounted to over $110.00 and that if she bought another couch there would be another delivery charge. We told them that we thought the product was defective and weren't happy with the purchase. It's not like we were just returning it because we didn't want it. We were not satisfied with the couch and didn't feel we should have to pay the additional charges. Where is the customer satisfaction with this company? Most stores will take a return with no charges. Most stores take a return with a receipt. I feel our complaint is legitimate and it wasn't until the couch was delivered and sitting on it did we find this out, I mean it's not like we're getting up and down on it in the store. You sit, you decide if you like it, and then you buy it. Does anyone know the email address for the CEO Todd Wanek? Any help would be appreciated.