Ashley furniture - Poor Customer Service, They Delivered the Wrong Sofa, My Boy Friend and I Saw One Sofa and Chose Only the One, Yet They Delivered
HOUSTON, TEXAS -- On June 16, I had gone to Ashley Furniture on San Felipe St. The sales man was Gary, I spent a lengthy time with him and had told him my boy friend and I were interested in a couch the only thing that was in debate whether to make it into a sofa bed. Gary took me the walked me to where the sofa's were and which one could be turned into a sofa bed. The first sofa he showed me I liked immediately, the color, the price. The only thing I did not like was the additional price for a sofa bed.
As I told Gary I was going to take a picture of it and send via message to my boy friend Jeff. In front of him I took the picture. Directly in front of the couch sits a sales table where the sales people draw up the paper work. However that day I did not buy I wanted my boy friend to see it first he would be in town the following weekend. I gave Gary my home number in the event the couch would go on sale; he had already indicated that there was currently a sale however there would be another one next week that wold effect this couch, he wrote the name of the couch on a business card not his personal he had no business cards yet. However he insisted that I ask for him when I make the purchase. He as well gave me his personal cell number.
Gary would call me twice informing me that the sofa was on sale with the reminder to ask for him. On July 1st Gary called me again, to let me know the sofa had gone down considerably due to a 4th of July sale. The next day Jeff and I went to the store asked for Gary as promised. He immediately wrote up the ticket as both Jeff and I both sat on the couch we were purchasing.
On July 13th the couch was delivered to my home, it was wrapped. As the delivery guy unwrapped it, I immediately addressed the concern that it did not like, this one had puffy seats, and I do not recall brass buttons on the stems of the arms. The delivery man said once you break it in by sitting on it the seats will go down, and maybe you just do not recall the couch to have buttons after all you bought it 11 days ago. If its wrong call the store.
I did and spoke to several including calling Gary whom had denied even recalling me. He did however add insult to injury by saying you initialed a check off list, I demanded to see what the the check off list was. The paper form reads on the Ashley Customer Courtesy Checklist my address info and a seven digit reference # ?? A mere reference number, now what could that mean to me a customer or any customer? Soon after Gary would go hide.
I made 2 different attempts in trying to get the sofa we had bought, I showed the Manager Susan the picture of the couch I had bought, and assured I had not looked at any other. The battle would be over my acceptance of the couch, and the cost of the couch we wanted was more, and then another charge for delivery of $69.00. I had refused to give Ashley any more money so, they ask me to choose another sofa, I did but because it was not the same it was cheaper I could not get. Finally several hours and several managers we came to an agreement, Ashley would cover the cost of delivery and half the cost in the difference between the couch I had and the one I originally bought but did not. I should have read the reviews, but I see they are not known for customer service. I do not believe I will ever buy anything from Ashley again and as for Gary, quick to make the sale, but he is as dishonest as he treated this situation, he will one day find out if has not already that honesty is best. Hope he will have his job secured.