Ashley Furniture Complaint - Horrible Customer service, problem deliveries
GRAPEVINE, TEXAS -- After 19 years of marriage, my husband and I decided to treat ourselves to a new bedroom set and go King size as an extra splurge.
We purchased the whole thing from Ashley's of Grapevine, TX to include the box springs and mattress. Everything sounded great and wonderful from the sales people and they "talked" customer service but they sure didn't provide it.
Our set arrived earlier than expected. That was great. However the bed frame was sent with either defective or the wrong size bed slats so that the mattress could not be put on the frame.
The delivery person called customer service and was instructed to return the whole bed frame. Seemed odd if the only problem was the wrong slats. Because of the size and weight of the bed I had asked the delivery person to apply "furniture sliders" before leaving that I had separately purchased. He did so when he put the frame together. I wanted him to leave the frame and order new slats. I was told that I had to return the whole bed frame which now had "my sliders" added to them. They cost $6 but now I have had to spend an additional $10 to get the ones I wanted. I don't suppose the original frame will come back.
Once they left I noticed that the top of the chest of drawers was loose and lifted with pressure on the whole left side. Looking inside I found the right side secured with 3 screws....on the left side there were no screws just the screw holes.
Though courteous enough no amount of complaints regarding getting the chest of drawers fixed speedily has worked nor has their been a speedy return of the bed frame. My husband was told that a technician would be here last Thurs. then this Thursday to fix the chest. Needless to say no one has called or showed up so I fixed it myself. At this writing we are still awaiting our bed frame. Supposedly it was to be on a truck that arrived yesterday [Thurs.]. No one has called with confirmation of a replacement order or to set up a new delivery time. Our bed is on the box springs and mattress on the floor and has been there now for a week and a half.
We threatened to cancel and return the whole order only to find out they have a "no return" policy that of course we were never told about! It May be in the fine print but it sure is not made known. Now I know why.
In our case we are pleased with our furniture. We found no other flaws. Our main complaint is the horrible customer service. THERE IS NONE!!!
Ashley's prices are cheaper in comparison to many other stores. I guess it is because they do not intend to service anyone.