Ashley Furniture Informative - AZ Ashley Homestores SUCKS
GLENDALE/PHX, ARIZONA -- I will try to summarize the last 6 months of Ashley Furniture Homestores hell. July 1, 05 we purchased a sofa, loveseat and dining room table and chairs for $3,000. Two months later, the table arrived, but they did not bring the sofa and loveseat, as they were broken. After the table legs were attached, they opened the leaf and chunks of wood and parts fell out of the table on the floor. They left the table and chairs - so we would have something to use and told me to set up an appointment with the service technician. Another month later, the tech is set to arrive on Monday and the sofa/loveseat was to be delivered on Sunday, a day before the tech. The Saturday before the tech appointment, I receive a message that said if I did not call back today, they would cancel the tech appointment. We called all day Saturday and left messages not to cancel the appointment – no one would answer the phone at the number they gave us. Turns out that the call centers only leave you on hold for about 10 minutes, then automatically switch to the voice message system, so if no one answers your call within the 10 or so minutes, you can leave a message that “will be returned the same business day”. By the way, the call back, it never happens.
Sunday arrived and they dumped off the sofa/loveseat and literally ran out of our house. We discovered that there were tears in the leather and 2 of the 4 built in recliners were broken. Called customer service – no answer, left message. Monday the tech said we needed a new table and we had him look at the sofa/loveseat. He said that he could fix the sofa/loveseat with some parts and some welding in 3-4 hours. We said no, we wanted new furniture, because that is what we paid for, and he was not going to get 3-4 hours of my time. He said he has to order the parts and we need to call customer service to request new furniture. Called customer service Mon – Fri, no answer, left messages (honestly about 15 messages were left during this week) – no responses. Saturday went to store where we purchased them (Bell & 67th Ave, Phx, AZ) and spoke with manager, Tom. I explained our situation and Tom sent in a customer complaint form and gave me the corporate customer service number and a contact there, Jill. Monday I called the corporate customer service and asked for Jill, they said she was not available, and would leave her a message to call me, no response. Called several times over the next few days and left messages for Jill, they would not let me talk to her. Three large boxes of parts arrived at my door, and are now occupying a walkway in my garage. No mention that parts were to arrive at my house, and not a call from Ashley to have the tech fix the furniture – not that I would let them anyhow.
This is what has saved me, so far, we used their financing – American General. I called AmGen and filed a dispute. AmGen set up a 3-way conversation with them, the mysterious Jill and myself. Jill said she would order another sofa/loveseat for us. I told her this was their last chance, if we received damaged furniture again, I wanted a credit. Guess what, two weeks ago on Sunday (early Dec) they showed up with another torn up loveseat, I did not even look at the sofa nor have them pull it out of the truck. The driver said customer service would call me, but of course, they did not. I called AmGen and Ashley customer service on Monday, Ashley did not answer (both corp & reg customer service), left messages. AmGen said they could not make Ashely give us a credit, but would request that they do so. In the meantime, AmGen said that according to their file, Ashley had ordered us another sofa/loveseat (4th set) – this again without even talking to us. The AmGen rep will be back in the office tomorrow, so hopefully I will get my credit and they will pick up the broken sofa/loveseat.
It is almost comical now, but if anyone has a contact out there that I can use, I would appreciate it. DO NOT purchase from Ashley Homestores, and always use credit for large purchases so you will have some type of recourse with the business.