Ashley Furniture Complaint - Terrible Product and Service
My husband and I made the mistake of going to the new Ashley Furniture store in our city in Canada the first weekend in September of 2007, 5 months ago, and making the decision to purchase a dining table and chairs ($1,200.00), a china cabinet ($3,000.00), two living room chairs ($600.00) and living room tables ($500.00) for a total purchase of over $5,000.00, which is a big deal for us. We loved the product as we saw it in the showroom and looked forward to our delivery which, we were told, would be in 28 days (or sooner!) I explained to the sales girl that I would ideally like to have the items by Canada's thanksgiving which is the first weekend in October. She said that there was a possibility that I could have the items by then. So I put my Thanksgiving dinner off and the week after thanksgiving I got a call saying our items were being delivered. I unpacked my old buffet and put all my good dishes and china on the floor in the living room so that I could easily just put it into the new unit when it was in place. We also phoned family and scheduled our dinner for that Sunday.
On the day of delivery, they brought in the dining room table, the two living room chairs and the bottom half of the china cabinet. It was then we learned that the living room tables had been damaged in transit and that we wouldn't be getting them then, but no one we spoke to could tell us what happened to the upper portion of the china cabinet. Also, the table was placed inside down in my dining room and I saw a huge, filthy footprint on the bottom of my brand new table! I mentioned it and one delivery guy asked the other one "did you step on the table" and the other guy said "yey" and just brushed it off!! I made them stop until I at least had time to clean the footprint off before they set the table upright in my dining room!
So we had our dinner that Sunday with all my nice things on the floor in the living room and without the top of the china cabinet. There was also a run on the back cushion of one of the living room chairs, when I spoke to them next about where the rest of my items were I mentioned that it would have to be fixed and was told that because I hadn't mentioned it until 3 days after delivery they wouldn't honor it because I could have done it myself!! Luckily, we had purchased the extended warranty which they say covers us for fixing anything any time. I have yet to hear from them regarding fixing that cushion. Also, one of the legs on the same chair was twisted around and wonky. It would have been apparent to the delivery men, but they did nothing about it. My question is: How did that leg get all wonky? And why am I paying for furniture which seems to be put through the mill before I receive it? But I hadn't seen anything yet!!
Eventually my tables were delivered. Then I found out talking to the customer service person I was dealing with that the reason they hadn't delivered the top of my china cabinet was because the mirrored back had been smashed in shipping. I was told that my china cabinet was sitting in storage somewhere waiting for new mirrors to be shipped. She then asked if I would rather it be delivered to me and then I wait for the mirrors. HELL yes!! I certainly didn't trust the glass portion of my $3,000.00 china cabinet to these people!! So they delivered it and thus began the most frustrating, disgusting evening of this entire experience. When they placed the top portion of the cabinet on the bottom I noticed that the glass was smeared with something. Well I knew I would have to clean it and anyway, the delivery people don't give a #$%@ about the items they deliver! After they left I began to clean the item -- or attempt to clean it. An hour later my husband came home from work to me still cleaning it and also crying and ANGRY!
The top portion of the brand new $3,000.00 china cabinet we had just had delivered, rather than being in a condition to show off to my friends and family, was so disgustingly dirty that I couldn't believe it. Filth and soot and dirt was layered inside it in every nook and cranny. And in terms of the smears on the glass, the best description I can give is that it was like a huge Sumo wrestler rubbed his bare, sweaty, oily body on it and then it dried. We used every product we had in the house that night to remove the disgusting greasy, crusty smears from the glass of this cabinet and didn't stop for THREE HOURS. My brand new $3,000.00 china cabinet was delivered so filthy that it took me FOUR HOURS in total to clean it once it was delivered. And if that wasn't bad enough, nobody at Ashley cared when I told them about it!! Also, there were 3 or 4 nicks in the wood to the point that there was raw wood showing and the finish along two of the edges was a real mess. So they sent over a service guy and he dabbed some touch up on everything and said it was fine. I guess that's what you get for $3,000.00 from Ashley.
So, I finally have everything except the mirrors that go in the back of my china cabinet. I'm still not happy with the state of the glass on the cabinet, I feel there is still an oily film of some kind on it which prevents me from getting it sparkling and smudge free, but there's nothing more I can do; apparently, I just have to live with it. So I filled the cabinet with all my stuff and 3 weeks later they called to say the glass was here and someone would come to install it that week. So I once again emptied all my treasured items to the floor in the living room. They sent one guy which was ridiculous because two were needed; one to hold the glass, the other to screw it to the backer. I kept asking the guy if I could help and he kept saying no. I kept hearing crashing and banging it finally I went in to see what was happening and found that he had damaged one of the mirrors.
Luckily, they had sent one of the mirrors that survived the original shipment and I had it handy, so he removed the damaged one and put up the one I had kept. After he left I started to put my things back into the cabinet and low and behold, one of the mirrors has a big chip off the corner, which he could not have missed when he did it putting it in. But he said nothing about it and just put it in and left!! So I had to reload the cabinet, phone Ashley and tell the person I'm dealing with that AGAIN we had a problem. So she ordered another piece of mirror and we got a call last week that it was in. Over our answering machine she made an appointment for the service man to come out. It was the day after we had scheduled to have new countertops put in our kitchen and the items from my kitchen were in boxes in my dining room. A guy phoned to confirm the appointment the day before while the guy was there for the countertops and about 5 minutes after I had just had a call from my cousin that my uncle had just passed away. I told the guy on the phone that it wouldn't be possible for the appointment as scheduled by Ashley. He said no problem we would get another call from them setting something up for another time. Thank you very much.
Two days later my contact from Ashley calls me and tell me in an authoritative tone that she won't charge us for a missed service call THIS time, but next time we may not be as lucky!!! I had read some of these complaints, unfortunately not until after we purchased the items. I contemplated sending my review at each step through our journey, but because the customer service person we have is very nice, I avoided doing so. But since being told about the charge for the missed service call after FIVE MONTHS of their disgraceful screw ups and horrendous representation by Ashley staff, I've HAD IT. And I still have to empty my china cabinet again for them to put on the last piece of mirror. Hopefully then we will have seen the end of them.
PEOPLE BEWARE!! NEVER, NEVER, NEVER BUY FROM THIS STORE! IF YOU DO YOU ARE OPENING YOURSELF UP FOR ALL KINDS OF PROBLEMS AND FRUSTRATIONS AND PAYING YOUR GOOD MONEY FOR BAD PRODUCTS AND BAD FAITH!!!
I don't know how these people will continue to be in business for much longer if many people read these reviews. Then, so much for our warranties!!