Ashley Furniture Complaint - Once you buy it, you are married to it, no returns.
ORLANDO, FLORIDA -- My wife and I bought a leather sofa and love seat at Ashley Furniture, color chocolat. After testing all leather sofas in the store, we found one model that did not make you slide when you sit on it. The color was a dark brown (chocolat) which looked well in the store (due to the ilumination).
We got a phone call setting the delivery time to a Friday from 12 to 3pm. We stayed home until 3:30 pm waiting and nothing came, so we left for an appointment. When we came back in the evening, they had delivered and my son signed the receipt.
Then we found a ugly living room, so dark, with a sofa much darker than the one we saw in the store and sliding too much when you sit on it.
I called the store immediately asking for a replacement for another lighter color. I was informed that it would not be possible, since "once you received it, it is yours" the customer service rep told me.
So, next day I went to the store to talk to the manager. Mr. Rick O., the manager, refused to exchange the set unless I pay 20% re-stocking fee.
I told him that was not acceptable, I was never informed about a restocking fee when I bought it. Then I got upset and said I would return the merchandise, pay the 20% fee and not buying anything more from that store. He said they would not receive the merchandise back, unless for exchange added the restocking fee.
Here is the most upseting thing: I had to accept it and pay the fee, because on the back of the sales order there is a "cancellation clause" written in light gray (on purpose so no one would read it) telling that all furniture is special order, non cancellable, non refundable and there will be a 20% restocking fee for exchanges.
Well, I do not have money to hire an attorney to check if I have any rights to contest that, although I called my credit card company and they said I could do a charge back, but Ashley could contest it and I would have to fight in court.
It was a $1706 purchase and I had to pay $365 more to exchange. I don't think it was worthed a law suit.
So, PAY ATTENTION TO THE LIGHT GRAY TEXT in the back of your order, and remember that the salespeople do not tell you that if the sofa does not fit your room or if comes in a wrong color you will end up with a restocking fee.
Better yet, DO NOT BUY from Ashley Furniture, it is not worthed the risk, there are many other good store out there with better customer support, that's my opinion.
I did not receive the new set yet, I hope they do not read this before I get it.