Ashley Furniture Complaint - Furniture Delivery Delay
HENDERSON, NEVADA -- I had no idea about these complaint sites. Had I previously known, I obviously would have steered clear of such a lame store. Below is a letter I sent to the president of the franchise in Las Vegas. His assistant contacted me after receiving the letter, only to ask where I wanted the furniture delivered. She did not apologize or even acknowledge my letter. Again - my cries went unheard. Their stores should be condemed!!!
In a few weeks I will receive the furniture to store in my daughter's garage until I can afford to make shipping arangements to my new home. Hopefuly the 110+ degree weather will not completly ruin my new purchase - ARGH!
To President, CEO or Whomever it May Concern:
Ashley Furniture makes claims such as, "Being the best and bringing the best to you is our relentless pursuit" along with, "we want to be the best furniture store." In my recent experience, these claims couldn't be farther from the truth.
On May 6, 2007 I made a purchase of almost $5,000 from your Las Vegas store on Marks street. At the time of purchase I was promised multiple times by the sales-woman that my order would be in within two weeks. I told her of the high importance of receiving the merchandise by the 9th of June, as I would be taking time off of work to drive the furniture thousands of miles away. She continually reassured me that the order would be in and even checked the computer stating that our items were well in stock and would be in without a hitch.
Five weeks after the date of purchase I rented a moving truck and showed up at the warehouse to pick up my merchandise. When I got there not one of the items had been delivered. With your staff fully knowing the importance of having the furniture in by the promised date on my contract, I was beyond frustrated that I had never even received a courtesy call mentioning the possibility of a delay.
I called the Marks store and made multiple attempts to speak to the manager. I got the run-around for a week, but eventually spoke to David Morris. To sum up his interest in my problem; he cared less. His attitude was bland and he took no responsibility for the lies his sales person made and the lack of communication regarding the delay of my order. He was not willing to accommodate me in any way and made no path to a resolution. To add insult to injury, the only thing he was willing to do for me was charge me a restocking fee (for the furniture that isn't even in) if I should decide to cancel my order. He was unapologetic and completely unprofessional as a representative, let alone a leader, of your store.
I now realize that Ashley Furniture is not in the business of getting return customers, only making monthly quotas. Your store spends thousands of dollars on television commercials and weekly four color advertisements, but couldn't find a way to make good on a false promise made to a very disappointed customer. I looked for furniture for months prior to making this purchase and could have bought anywhere - but I chose Ashley. Obviously I made the wrong choice and will not do so ever again. I will also let all of my friends and family know about your uncaring practices and to steer clear of the "greatest value in America."