Ashley Furniture Complaint - Failure to deliver - no customer care!
ROCKFORD, ILLINOIS -- I am writing a review (poor) review about Ashley on www.my3cents.com as well as starting my own website about Ashley.
On October 25, 2007 - after much debate (they don't care how much you buy - no discounts here), I purchased 7 pieces of furniture from the Rockford, Illinois store. The assistant store manager, Eric L, said he would mail me a $50.00 gift certificate if I made the purchase (never got the gift card). $2600 worth of furniture - and I paid cash for it then. We told the store sales person, Linda Alexander, that we needed the furniture by December 1, 2007 because of a major party we were having (200+ attendees). The store said they would deliver half of the furniture on November 14th and because the 2nd part of the order, a loves seat and the coffee/end tables, would not be in until the 21st of November, we said we would pick it up so that we would definitely have it for the party on the 1st. On the 14th of November, the couch and chair were delivered. Then on the 16th, I get a voice message that the Loves Seat will not be available on the 21st and it was backordered to be delivered on December 1st. After calling back to see what the problem was, I was told that the Love Seat actually would not be delivered to the Rockford store until the 3rd of December. This posed a major problem to us. We had half of our furniture and a blank wall where the Love Seat should be. No one offered a solution for us - it was pretty much - oh well, nothing we can do attitude. I wanted to return everything at this point. I spoke to the sale persons who said there was nothing she could do because they force everyone to go through customer care after a purchase is made.
After being convinced by my spouse to move the party date and pay to have the invites reprinted and sent out - we move the party to the 8th of December, waiting patiently for the 3rd to arrive to get our Love Seat. December 3rd comes and I had not received a phone call about the Loves Seat. I call the Rockford store and am told that I could not pick up the Love Seat for two reasons. #1 - they only have pick ups on Tuesday through Saturday. No problem. #2: The Love Seat is not scheduled to be delivered to their store until December 11th. F
First I should have it the 21st of November (30 days after purhase), then the 1st of December, then the 3rd of December (40 days after the purchase) now it won't be in until the 11th and no one called me?
So I call Customer Care and end up with someone in Texas or someplace like that because the Illinois calls are being rerouted. The rep looks at the system and says, "Yep, it won't be delivered until the 11th and is not even being slated for manufacturing until this week.". At this point, I'm not very happy and she decides to check with the Illinois wharehouse to see what can be done. When she finally returns she basically repeats herself and said that the Illinois wharehouse said that it won't be made and delivered to the Rockford store until the 11th (yes, 3 days after my party of 200). So, I ask to speak to a manager - which she repeatedly tries and I end up being disconnected from her....she says that her hold system was sticking, this happened twice. So I call back and get a very nice rep (sarcastic here) - after telling her I need to speak to a manager she places me on hold after getting my name (who knows if she got it right- the first time she had the wrong name and address). After being on hold once again for several minutes - I'm disconnected, again.
I drive to the Rockford store and speak to the assistant manager, Eric L. After explaining everything to him, which he was already familiar with, he says, well there is not much I can do. The dates can change for delivery of items - as it says in your receipt packet. WOW - what a great answer.
I ask him if I can have the floor item - he takes a long look into the computer system and again repeats - "Yeah, it's not slated for delivery until the 11th. Since that is only a few days away - I'm sure we can let you have the floor model." We then look at the floor model which I know has been used/sat on since at least the 25th of October when I sat in it. I agree to take it otherwise I will not have a complete furniture set until god knows when and he says that he'll have it removed to the back wharehouse so I can pick it up on Tuesday the 4th. Of course, he did not offer to take anything off the cost or any other offer for my inconvience. He did joke and say that my guest could all squeeze onto the couch and chair I bought. Not funny.
There were several problems with this purchase which I do not need to individually list here.
One of the bigest problem is your Customer Care system - the stores should have the control and right to handle purchase issues. Disconnecting from me 3 times and not having a manager call me back...wrong!
I will do all in my power to ensure those attending my party knows of my great customer care I received from Ashley and the service they failed to provide.