Ashley Furniture Complaint - Ashley Experience Poor/Not Consumer Friendly
ALTOON, PENNSYLVANIA -- I shopped around may area both Saturday and Sunday for a mattress. There is a new Ashley home furniture in my area and I thought I found my best buy there. It went downhill from there. Anyone who shops at Ashley should be wary of buyer remorse. Once they have your money all wrapped up, their policy is 30% cancellation fee. After I went through a horrible experience using an in store data entry system to obtain credit, they then informed that deliver would be 2 weeks. Someone would call me within 72 hours to set a date for delivery. I could have purchased at a local store and had deliver in 24 hours AND charge me $50, but OOPS too late, I'm roped in. So, I received a call which was only to one number and not to additional numbers that I left, leaving me responsible for returning their call.
When I did no amount of requesting, an earlier delivery would do, in order to get the delivery soonest, I agreed to a date in which I could not possibly be available the entire day, again (according to Ashley) is my problem. So when I received a call 24 hours before delivery giving me their "courtesy" window of time, it was of course at the time when I could not be there. This left me with the following options:
1. pay another 50.00 delivery to reschedule the delivery,
2. drop the delivery at the store (about one mile from my house) leaving me unable to avail myself of haul-away of old and the challenge of getting the mattress to my home. Still paying the $50.00.
3. Pay a 30% cancellation.
4. have ‘anyone’ be here (for a 2 hour window), which is an inconvenience for someone else, to insist on keeping Ashley’s schedule.
I called and indicated that i really was not interested in doing business with a company that was so inflexible and so intent on making sure that I pay for their convenience through penalty. I could make myself available at almost any other time in the 10 days since, and after, I made the purchase, but not that time. I spoke with the store manager, who recalled my trouble with the in house credit application. I also spoke with "Blair" no last name and no title ( upon request) other than the person who takes care of "customer escalation" situations. Both of these people apologized often, but kept reminding me of the cost to them to maintain their procedures, and that their proces was a "courtesy" to me. They insisted on me requiring a neighbor to hang around for their 2-3 hour courtesy window, or that I would have someone there requiring another person to take off work. In general, I was offered NO relief in my case, felt violated (it was difficult to refrain from being rude to them), and was basically stuck in rendering more money, losing money, or bowing to their precious schedule. I plan on consulting with the other furniture stores in my area to assess the other policies, when I have gathered my information, I plan to write a review and share it with all my friends and anyone who cares. My experience will hopefully help others to be more informed and I think that I will likely find out that my future business and purchases and support will be given to a local company.
When Ashley goes out of business here in my area, we'll all be better for it.