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Ashley Furniture - NEVER AGAIN
Damaged Sofa Sleeper - Complaint
Review by thom325 on 2012-12-02
Rating: 
FREEHOLD, NEW JERSEY -- I purchased a sofa in Feb 2012 it lasted til Nov 2012! The sofa bed is damaged-frame bent per the technician who finally came to look at the sofa. This took multiple phone calls. He was not able to repair my sofa. The customer service department with the exception of Alex and Linda is a disgrace. The managers do not call you back. Dec 1, 2012 I called customer service and talked to Be Be a customer service manager. I told her I was upset because the managers never call you back. She gave me her word she would review the report the technician prepared and call me the same day as she was working til 9pm. She never called me back as she stated she would. Perhaps she should Google basic customer service skills. If a customer is upset that he or she has not gotten ANY follow up calls. As a MANAGER you may want to keep your word. She is condescending and unprofessional and inefficient. Dec 2, 2012 I went to the store to get some answers and Linda at customer service was respectful and earnest. She read the technician's report and immediately started problem-solving. Bebe had the same information and never called me back with andy floow-up. Completely unacceptable!
I was so exasperated I left the store. If a consumer pays full price for a product that is damaged beyond repair, that has only lasted a FEW months REPLACE IT. The customer service is reprehensible. I truly regret this expensive purchase and will NEVER buy anything from ASHLEY FURNITURE. It is comical that this Be BE customer service manager now wants to talk to me. Until this issue is resolved I will only speak with members of the staff that are efficient and have customer service skills.
I was so exasperated I left the store. If a consumer pays full price for a product that is damaged beyond repair, that has only lasted a FEW months REPLACE IT. The customer service is reprehensible. I truly regret this expensive purchase and will NEVER buy anything from ASHLEY FURNITURE. It is comical that this Be BE customer service manager now wants to talk to me. Until this issue is resolved I will only speak with members of the staff that are efficient and have customer service skills.
Comments:
Posted by trmn8r on 2012-12-03:
Yes, the customer service sounds horrible, which goes with the quality of their furniture.
What was the end result of your effort to get help?
What was the end result of your effort to get help?
Posted by At Your Service on 2012-12-03:
Ashley Furniture is less expensive for a reason. With all the complaints you hear of about them, I'm not sure why anyone would purchase anything through them.
Posted by rsl123 on 2012-12-03:
I'm experiencing similar issues. Yes, they say they'll call, but they never call. In my case, they have been sending me the same defective loveseat again and again. Every time, they said they would send a new one, but they sent the same piece. Involved the store manager and another corporate rep, but same results. I think it's their culture. Will never buy and recommend them to anyone.
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