Ashley Furniture Complaint - Buyer beware
ROHNERT PARK, CALIFORNIA -- Below is A e-mail I wrote to the corporate office on the 5th and they still have not gotten back to me (so much for second chances)....
My father-in-law and I went into your store on the 15th of November to purchase a sofa and love seat while looking around I spotted a black leather sofa and love seat I liked and the sales associate told me it was a little over my price range and then said that he had something else that was more in my limit so he walks me over to this what I thought was another black leather sofa and love seat which when I sat on it was a little uncomfortable but I just assumed that was why it was cheaper, So I said repeatedly how I was so happy to be getting a leather couch not once was I told otherwise. When the sales associate was checking the computer he told us it wouldn’t be ready for delivery until that Tuesday (before thanksgiving) which was fine with me. When we made the purchase we were told someone would be contacting us to set up the delivery and we were also told that they would not get rid of the old furniture, So far so good up to that point. I could not find anyone willing to take my old couch so a placed a post on craigslist for a free couch and love seat and had someone come pick it up so it would not be there when my new stuff arrived. That following weekend I still had not received the call so I checked the paper work once again and notice that it says app. delivery date Dec. 4. So I call the customer service number to find out what was going on and they inform me that everything is on back order and the soonest I could get it was December 1st. So I called the store that I bought it at to speak to the manager and tell him my situation so he tells me that he would be willing to give me a refund or to compensate me in another way but I just wanted to work this out and get my furniture so I told him that I would think about it and call him back. About an hour later I called him and he couldn’t come to the phone so I left a message and waited all that day for him to call me back he never did. The next day I went into the store and he gets on the phone with your customer service dept and tells them the situation about how your sales associate lied to me about the delivery date and they tell him the soonest the could do was the 29th of November. Meaning I now have NO furniture to sit on for Thanksgiving when I have family over He tells me he is sorry and hands me a $100 gift card(that states on the back only good on purchases of 1000 or more which I don’t see until after I leave). So the 28th gets here and I get a call saying that there was a problem during shipping the bench that came with the table I ordered was damaged and they had to order me a new one but that every thing else would be here. The next day they got here with the couch, love seat and table but were missing the chairs and coffee table so once again I was back on the phone with your customer service dept. who was then informing me that they weren’t scheduled to be delivered until that following week so he told me he would see what they could do about trying to get them sooner so I could have something to sit on when I eat and he would call me back that afternoon. Well he never called and later on that day after going through all of this I find out (thanks to Google) that the couch and love seat isn’t even Leather! Which I should have found out from your employee before I bought it. So I call and speak to the store manager and he basically accused me of lying and said that he didn’t understand how the sales associate told me it was leather because he was a good employee, with the company for such a long time and tells me he is willing to do an exchange but at this point I didn’t even want to continue doing business with you. So I talk to Teresa (customer service again) and she tells me that I can’t have a refund unless I pay a 30% restocking fee and that I could not even get store credit until after they came and picked up the first one which means sitting on the floor again. So with what I felt no more choice I go into the store to pick something else out and another associate helps me out. after briefly explaining why I was there he walks around with me and wow actually tells me about the furniture. So I found what looked like a comparable choice and after every thing was calculated there was a $69 difference which the manager was not willing to budge on even after all that you have put me through.I am so disappointed with this experience I have been lied to three times by your company and yet I get treated like the liar.
.....PLUS I just got a call from them on the 6th saying the soonest they could deliver my coffee table and dinning room chairs is Dec. 11th!!this is ridiculous these people need to learn better business skills!!!!
To post an update I received this email message from their main office and will wait to see what comes of it before contacting BBB.
From Tammy02 on 12/11/2007 - Reply
I am an employee at the corporate office of Ashley Furniture Industries, Inc. in Arcadia, WI. I sincerely apologize you felt it took so long for me to reply. I received your email on Friday 12-7-07 and replied the following Monday 12-10-07, I am sincerely sorry I could not reply sooner.
Tammy~Ashley Internet Communications
Thank you for contacting Ashley Furniture Industries, Inc. in Arcadia, WI.
Each of the stores are independently owned and operated. As such, the owners of the stores develop and implement policies and procedures regarding customer purchases, deliveries and warranty claims.
I am concerned about your situation, and I would like to forward your email to the appropriate party for further review. Please reply with the name and location of the store in question.
Have a great day!
Ashley Internet Communications
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