Ashley Furniture Complaint - Poor Delivery, Bad Customer Service
EDMONTON, AB -- Here is a chronology of my (J) dealings with Ashley Furniture to date - May.20.2007.
On May.02.07, we mailed 5 letters of complaint to:
1.) the woman who sent us the $100 gift certificate.
2.) the store manager - Raj and the delivery manager - Tammy.
3.) the Edmonton Better Business Bureau
4.) the general manager of the Arcadia, WI store.
5.) the company chairman - Ronald G. Wanek, the company CEO - Todd Wanek and the company CIO - Dwain Jansson.
We have had no response to these letters of complaint from any representative of Ashley Furniture, nor has any credit been issued.
This company should be avoided.
Sun.Mar.18.07 ~5:00pm - C+J visit Ashley Furniture - James (Salesman)
1. James verbally assured us 3 times that ALL furniture would arrive within 28 days
2.) purchased bedroom suite furniture - $4056.60 Receipt number: M30642554-001-006-023-0
3.) because this was considered a special order, C+J were required to pay for all items in advance - OK
4.) C+J were also required to sign a no-return, no-refund agreement before order would be placed - OK
Wed.Apr.11.07 ~5:20pm - C+J receive sales invoice via post mail
1.) Sales order number: 0841062383
2.) Estimated arrival date: April.18.07
Wed.Apr.18.07 4:25pm - J.home calls Ashley Furniture (702-8610) - Linda (receptionist) - chat -
1.) Linda doesn’t know when the furniture will be in, maybe today
2.) the store will usually call with a 3 hour delivery time window
3.) Linda would not be in the store until Sat.Apr.21.07
4.) James (salesman) was not in the store presently
Thu.Apr.19.07 11:17am - J.office calls Ashley Furniture (702-8610) - receptionist - chat -
1.) James was not in the store until 1:00pm, J would call back
1:07pm - J.office calls Ashley Furnture (702-8610) - receptionist - chat -
2.) James was busy with a client, would call Jay back - OK
6:52pm - James returns J’s call to J.office - msg - recorded -
3.) James is on his way out of the store, please call his cell
Fri.Apr.20.07 9:13am - J.office calls Ashley Furnture (702-8610) - Wijiha (receptionist) - chat -
1.) headboard, chest, care kit have arrived, delivery today
2.) the other items will be at the store in a couple of days, maybe Wed.Apr.25.07
9:30am – message from nanny
3.) Ashley Furniture will make a delivery today between 11:00am and 2:00pm
2:30pm – headboard, chest, care kit, bed rails delivered to house
5:15pm – J arrives home from work
4.) chest is not set up in bedroom and is still wrapped in plastic
7:05pm – J unwraps and moves chest
5.) chest drawers are very noisy & difficult to open
7:18pm – J.home calls James(702-8610) – message – please call J.cell
8:20pm – Jennifer (Ashley Furniture) calls J.cell – message - James is gone for the day
8:22pm – J.home calls Jennifer(702-8610) - complaint -
6.) furniture was fully paid for in advance and delivery is in excess of 28 days
7.) no idea when remaining furniture will arrive
8.) pieces that have arrived were not set up properly and need touch-up staining
9.) Jennifer explains that Tue.Apr.24.07 is the earliest “tech” visit available
10.) Raj (manager) will call J.cell tomorrow morning
Sat.Apr.21.07 9:13am – Raj (Ashley Furniture - manager) calls J.home - chat -
1.) fully paying in advance is store policy, therefore “it’s neither here nor there”
2.) earliest “tech” visit available is Tue.Apr.24.07
3.) no idea when remaining pieces will arrive
4.) Tammy (delivery manager) will call Jay
5:38pm – Tammy (Ashley Furniture - delivery manager) calls J.home - chat -
5.) C+J will receive $100 gift certificate
6.) Ashley Furniture will refund delivery charge (credit J’s VISA)
7.) salesman should not be assuring customers of 28 day delivery
8.) once the order is placed, the (Edmonton) store has no idea when furniture will arrive because they do not
track the order, nor the shipment.
9.) the only notice of delivery occurs when the (Edmonton) store receives a phone call from the warehouse that
furniture has arrived.
10.) only 2 techs on staff, they work 16-18 hours per day, recruiting and training new staff
11.) Tammy will check into delivery of remaining items and call J Mon, or Tue.
Mon.Apr.23.07 ~5:15pm – C+J receive letter from (Ashley Furniture) -
1.) brief letter apologising for delivery delay
2.) $100 gift certificate
Mon.Apr.23.07 10:40am – Tammy (delivery manager) calls J.cell - message -
1.) technician will be at house on Tue.Apr.24.07
2.) all remaining pieces will arrive by the end of this month (April.2007)
3.) 1 nightstand is expected to arrive on May.10.07
Tue.Apr.24.07 2:30pm – Keith (technician) arrives @ house
1.) rectifies all issues with chest
Wed.May.02.07 ~2:30pm – C+J mail letter to Ashley Furniture, BBB as follows:
Attention: [name removed]
Thank you for your letter dated April.22.2007 and the $100.00 gift certificate. While we consider your certificate and promise of the delivery refund generous, we are dissatisfied with your company.
To date, May.02.2007, we have only received the chest of drawers and a headboard that sits on our floor without a footboard. The remaining items of our 9 piece bedroom suite that were ordered and fully paid for on March.18.2007 have yet to arrive. We were verbally assured at the time of sale that the furniture would arrive in 28 days. No one in your store has any idea when or if the shipment will arrive.
Instead we are fed endless excuses, ”Maybe it’s back ordered”, “It could be stuck in customs”,
“Maybe it’s on it’s way, we can’t track anything”. We had reservations about dealing with an American company and it seems we were right to do so. Consumers are warned every day about potentially fraudulent companies that demand full payment in advance with a promise of products or services to be delivered at a later date.
Enclosed is the $100.00 gift certificate. Please apply this and the delivery charge as a credit towards our overall cost for the furniture.
We will not be shopping at your store.
Tue.May.15.07 ~12:30pm - Ashley Furniture C.home - chat -
1.) all remaining furniture will be delivered on Thu.May.17.07 between 1:00pm - 3:00pm - OK
Thu.May.17.07 12:18pm - nanny calls J.cell - chat -
1.) all furniture has arrived and been set up - OK
~4:10pm - C+J receive letter from Edmonton Better Business Bureau
2.) brief re-iteration of C+J complaint against Ashley Furniture
3.) explanation that BBB cannot proceed further until C+J supply authorization to disclose their personal information (address, phone number)
4:15pm - J.home calls BBB (1-800-232-7298) - office is closed
4.) J completes BBB online complaint form - agrees to share personal information
Fri.May.18.07 9:49am - J.office calls Chloe(Edmonton Better Business Bureau - 488-6632-240) - chat
1.) she does not have J's personal information sharing authorization yet
9:52am - J.office completes another online complaint form
9:56am - J.office calls Chloe(Edmonton Better Business Bureau - 488-6632-240) - chat
2.) she still does not have J's personal information sharing authorization yet
10:17am - J.office calls Chloe(Edmonton Better Business Bureau - 488-6632-240) - chat
3.) she still does not have J's personal information sharing authorization yet
4.) Chloe will fax J.office complaint form - OK
10:30am - J.office receives BBB complaint form, completes and signs authorization form,
faxes back to Chloe (fax.482-1150)
10:51am - J.office calls Chloe (488-6632-240) - chat -
5.) she received completed form
6.) Chloe will now send info and complaint to Ashley Furniture - OK