Ashley Furniture - Customer Service Sucks
Furniture Delivery - Complaint
LIVE OAK, TEXAS -- I purchased about $3,000 worth of furniture and arranged for delivery. The sales person and store manager were very helpful and I left with a good experience. Delivery arrived as stated by the automated system Ashley uses.
I purchased a butterfly table and was asked if I wanted it extended and since I had six chairs I told the two delivery people "yes." I could see they had a little issue folding the leafs as one guy pushed the table while the other was dropping the leaf in place. Didn't think anything about it, but noticed the one guy had a marker in his hands and then put it away. The other guy asked me to sign the paperwork and fill out a delivery survey. I started the paperwork and forgot to look at the table before the guys left.
Within a couple of minutes of the delivery guys leaving, I noticed a chip on the edge of the table where the metal stud from the leaf hit when they attempted to clsoe the table. It was colored with a darker finish than the table (guy and his marker). As I looked at the table, I noticed the finish was separating and almost bubbled. Called Ashley and the drivers returned that day.
It's been a couple of weeks and still no table. Seems Ashley doesn't empower any humans to change or talk to others about delivery times. I was clear when I could be home for deliveries when I bought the furniture and was able to get the initial delivery at the right time.
Now all I get is the run around and the same story: "Our deliveries are done by geographical areas (you think!) and we can't change the times. All we can do is reschedule for another day and see what time comes up."
I've talked to four people about delivery and finally called the store and asked to speak with the manager. After being on hold for several minutes the same girl that initially answered came back on the line and rather than ask for my number so the manager could call me, she asked if I needed to speak to customer care (which is who I called using prompt #3).
Told her the problem and once again let her know I was available Mon-Fri from as early as possible until 3:00pm and I couldn't be at home Mon-Fri after 3:00 because I go to school and have other obligations on Saturday's.
Got the same story about "geographical locations." None of the five people I have spoke with have bothered to return my calls. Two have promised to talk to the delivery people and warehouse manager. At this point none have followed through.
Seems Ashely's automation process has taken the human factor out of being able to conduct customer service. Either the people suck and don't have the skills or just don't care. One did enter the times I'm available in their little database, but it didn't do anything for me. Even after I called and told them I could not be home for the latest automated scheduled delivery, I received a call 30 minutes later letting me know if I didn't call and confirm the delivery, it would be rescheduled for next week.
Never again will I buy anything from this company. Not only did the driver try and scam me with the damage he did, it's apparent the items aren't inspected very good. I have pictures of the table and it's pretty obvious the table was flawed in the factory.