Ashley Furniture Complaint - Leather living room suite
DELAWARE -- We purchased an Ashley living room suite in March, 06, from Furniture and More in Dover, De. Upon getting it home and un -wrapping it we found the love seat frame broken. The sofa had staples which never touched the upholstery in the back area, a tear on the back and the cushions were installed unevenly. I called the store immediately and reported my finds. I was promised by the salesman he would fix the problem and he would call me the next day. (this is the same salesman who was to give me $100.00 off on both pieces of furniture. He made the commitment to me and my husband went into the store and paid) Anyway, we never got the discount. I waited two day for an answer from the store and when I didn't hear from them I called
the store two days later. The salesman said, "I don't know what you are talking about." I refreshed his memory. Again I waited days for an answer. Again, I called Furniture and More. Had to explain to the salesman again what I was calling about. He said they would send out a technician to fix the problem. I told him I didn't want furniture that had to be repaired , I had paid for new furniture and that was what I wanted. So he ordered another love seat. (He didn't order another sofa)When the love seat came in we were told we had to deliver their broken love seat back to the store in order to get the new one. I told them it was there broken furniture and I felt they should be responsible for their own delivering. They refused. I called Ashley Furniture and told them of our circumstance with their furniture. Mary said she would file a report to the marketing dept and then would get back in contact with me. No contact back was ever received. A furniture tech came to the house April 19, 06 and said he could not fix the sofa and he would give the report to the owner, Jon. In the mean time I called Furniture and More several times, talked with the supervisor, left messages for John, the owner to call me. He never did. The supervisor was anything but nice to me. I made visits to the store, talked with the salesperson who made promises but never heard anything from him. Continued to call Ashley Furniture up until yesterday. The person I talked with, Maria, indicated we may had been the ones who broke the furniture when we brought it home. (what about the upholstery being installed wrong, did we do that also?) I was really stressed out over her comment and I talked with several other supervisors with no help at all. I had already, prior filed a report with the BBB. I had contacted our attorney and was getting ready to do what ever we needed to do to get this solved.
I called Furniture and More again and talked with the floor supervisor who was very nice to me. She called me back in 15 min and said they would come and get the furniture on Monday May 14, 06 and give us a refund. This is what I had requested when we received the broken furniture. It could've saved a lot of stress instead of letting this go on for 6 weeks. So, now I am waiting for Monday to come and see what happens. However, I will never purchase anything from Ashley Furniture or Furniture and More.