Ashley Furniture Complaint - Poor Communication About Delivery
FRISCO, TEXAS -- My wife and I visited Ashley Furniture in Frisco, TX on 3/15/08 to purchase living room furniture for our new house. We had selected the set at another of their stores before visiting a local store to make the purchase. We immediately asked about delivery time frames and were told that it would be approximately 10 days from 3/24 due to the end tables we selected being back ordered. We then asked if that could be moved up, with the couches and coffee table being delivered first and the tables soon afterward. The salesman left to speak with the manager and returned quickly to say that it would be delivered 10 days from 3/17. We then proceeded to sign the paperwork and pay for our furniture. Granted, we were excited that we'd found something appropriate after two full days of furniture shopping, but I thought I had read all of the paperwork correctly.
Here is what I learned when I called Ashley to follow up 10 days after the 17th:
1. Delivery does not mean delivery to your home. It means delivery to your local warehouse for assembly and then delivered anywhere from 2-3 days following said assembly. [This was not explained by the salesman nor did I read it on any of the paperwork.]
2. Delivery to the warehouse is possible within 14 days from the date stated on the receipt. [Salesman clearly said that it was 10 days.]
3. Regardless of anything a salesperson may say or promise, the customer is in no position to dispute what is printed on the receipt or the folder that the receipt is placed in upon purchase. [This folder was not given to us until the transaction was complete.]
4. Neither Customer Service nor the store management are concerned about any displeasure a customer may have once the transaction is complete. [I spoke with a customer service representative and the store's operations manager and received the same message: "Regardless of what you were told by the salesman, you have to adhere to what was printed on the receipt."]
I fully understand the position I am in and that they will deliver the furniture by 4/3/08. At the start of this, I was an inexperienced furniture shopper and perhaps a bit naive. However, what is upsetting is the obvious policy of Ashley Furniture and their staff to loosely communicate their delivery conditions and policy in order to complete the sale. Had we been told, up front, that delivery TO MY HOME would be closer to 20 days from my purchase date, we would have never purchased from Ashley. Instead, we would have paid a bit more to insure quicker delivery. I feel that the sales staff were aware of this and bent the truth in order to get our business.
I will never shop in an Ashley Furniture store again and, as I am in sales, I will communicate my displeasure with their service to everyone I come in contact with.