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Ashley Furniture - Terrible Customer Service-Rip Off Company

Complaint
Review by terrylb24 on 2012-12-08
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
PEORIA, ILLINOIS -- My daughter recently purchased furniture from Ashley Furniture and and set up delivery at my address. She later called and changed the delivery address as she had moved. They said no problem. When the delivery men brought the furniture to my address, they were told the address to deliver had been changed. They insisted on leaving the furniture in my garage, where it is still sitting. They never called in to check on a change of address even though my grandson repeatedly told them the furniture should go to the new address. They said we will just leave it in your garage until they check on it. In the meantime, the furniture arrived in no boxes and was all scratched up. When my daughter demanded they come and pick up the furniture, and refund her money, they said there was a restocking fee of thirty percent as this was special order furniture. Since when does special order furniture not come in a box? I am certain it came off the showroom floor because of it's condition. It took three days before my daughter could speak with the manager/owner who refused to refund her money and was very rude.
Comments:
Posted by At Your Service on 2012-12-08:
Did someone sign for the furniture when it was delivered? Especially being delivered outside of the boxes, it would have behooved you to have checked the quality of merchandise before signing for the delivery. Once you've signed, you've accepted the condition and location.

It's a good point to remind others about. Thanks for sharing your ordeal.
Posted by Alain on 2012-12-08:
Ashley complaints are numerous both here and on other sites. As best I can tell, they aren't really concerned with the quality of their customer service or quality. They do, however, do a large volume of business and until their sales are effected I doubt they'll pay much attention to customer complaints. Which, for me, is a good reason not to shop there. Thanks for a good review!
Posted by At Your Service on 2012-12-09:
I agree Alain. It seems that most of their products are produced as cheaper, wood veneer, and then packaged as RTA (ready to assemble) merchandise. The market for the price sensitive consumer who want to believe they can get something cheaper and still obtain the same quality. It's generally this same form of consumer that doesn't seem too concerned about customer service until it's actually required.

This form of marketing can seem very successful in the short term, but in the longer term, people will have a tendency of not returning. It wasn't until 1996 that Ashley started opening its own retail locations, so they are still relatively new in most locations.

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Ashley Furniture:
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