Ashley Furniture Complaint - Ashley Furniture -- Poor after-sale Service
ARIZONA -- We purchased (among other items) an entertainment center from Ashley Furniture on Bell Road in Glendale, AZ. We were leery of signing their "contract" that said there was a 30% restocking fee if we were not satisfied; however, our salesman assured us that he's never had a problem with that, and that if there were issues, they'd work with us.
Our entertainment center showed up missing one of the four pieces (major piece, about 1/3 of the product) and the installers were unable to install/assemble it without the missing piece. (They were nice guys, and were truly horrified that it wasn't complete). They left the parts in our living room, a few pieces still have the shipping blankets wrapped around them (to this day).
Our living room looks like a warehouse -- parts unassembled, some wrapped in packing blankets from the delivery truck. I took some photos.
Also, parts that were put together at the factory were slapped together (front doors aren't aligned and the hinges weren't tightened so the doors rub, etc).
After several weeks of this, we decided to just have them take away the pieces and get our money back. (Note, we still haven't received 1/3 of the entertainment system.)
No deal! The store manager (Rick) and corporate customer service kept referring to the "contract" we signed saying we'd have to pay 30% restocking fee. I told the manager that we haven't received the entire piece yet, so why should we pay the entire fee?
He did offer us a 15% coupon, that is, only if we pay the 30% restocking fee. I told him that because of this, I didn't want to buy more! He said, "OK, here's your paperwork back."
Over the holiday weekend (Labor Day), we received a message on our answering machine, the delivery guys *may* be at our house sometime between 9:00AM and 1:00PM on Tuesday ("no grantee" she said) with the remaining part. We called back the next day to reschedule as we couldn't be home at that time. They said that there would be a $40 re-delivery fee if we didn't meet their schedule (it was "already entered on the route"). The woman said, "You can always find someone to sit at your house that day."
We had about $5,000 to spend on upgrading our living and dining rooms. We almost spent it all at Ashley Furniture, but decided to try them out on a few items. Good thing we did. We still have the remaining $4,000 and considering what we are in the middle of with Ashley Furniture, we we'll spent it elsewhere.