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Ashley Furniture - Sales Rep who lie.
Sofa bed delivery - Complaint
Review by tomrobenz on 2012-11-12
Rating: 
NORTH BRUNSWICK, NEW JERSEY -- My wife and I went to the store looking for a Sofa bed for our finished basement. Found one we liked right in our price range but I was concerned that it would not be able to fit down the stairs and in to the room. I expressed this concern to the Sales Rep at least twice and explained it was a 3 foot wide hallway they had to get it down. He specifically asked me if it was a standard 30" X 80" door, I told him yes. He then told me it would, NOT "should", would be n o problem, their delivery guys go to tight place in NYC all the time and they would get it in. Well guess what happened when they got here, they would not even try to get it down the steps. Just told it wouldn't fit. Now we were faced with paying a 25 % restocking fee or $180 to get a Technician to come out and take it apart to get it in our basement. Calls to the store and Rep denies ever telling us that and Sales manager "Can't do anything for you " not even apologizing, it was our fault. Calls back and we are put on hold and no one picks up or calls back. We are given e mail adresses to write to??
Comments:
Posted by trmn8r on 2012-11-12:
This could be a dicey one. Ultimately, it doesn't seem like the store's responsibility - not unless they come out and see the actual layout.
Was the problem the doorway itself, or the hallway? The sofabed may go through that doorway, but only if it can be manipulated a certain way that involves shifting sideways that the hallway prevents.
Was the problem the doorway itself, or the hallway? The sofabed may go through that doorway, but only if it can be manipulated a certain way that involves shifting sideways that the hallway prevents.
Posted by At Your Service on 2012-11-13:
No question that there are two sides to every story, but I would hope that for the sake of good customer service, Ashley would not require a customer to be out if merchandise is found to be "undeliverable".
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