Ashley Furniture Complaint - Entertainment Center Has No Top!
ROHNERT PARK, CALIFORNIA -- In May 2008 my husband and I purchased a sofa, loveseat, and entertainment center from Ashley Furniture in Rohnert Park, CA. I had read some of the MANY negative reviews of the furniture and customer service here, but was still willing to give them a chance. I will say that our sofa and loveseat (durapella stone) arrived in a week, and aside from a small scratch on the back of one piece, seem to be just fine.
The Carlyle entertainment center was another story. When we were first in the store just looking, it was being sold as a regular item. When we went back to buy it, the model had been discontinued and the only one left was the floor model. It looked fine, but this particular piece had no top panel (the "bridge"). Our customer service rep offered to sell us the bridge from another Carlyle piece, which was both taller and wider, for half price. We decided that this would be better than no bridge at all.
The three things we bought were supposed to be delivered in one shipment, but when the sofas came, the Carlyle was not with them. Only the bridge. After 5 or 6 calls to the Customer Care Center and the store, we learned that since it was the floor model, it had to be shipped back to the warehouse and then driven back out to us. It had not yet been shipped to the warehouse. 2 more weeks went by, and after many calls we learned that it was "lost" in the warehouse. Several days later it was "found" and we finally arranged another delivery date.
It finally arrived, and was assembled. The bridge that had been sitting upside down in our living room for almost a month finally had a place to go! When we turned it over to put it on, we suddenly noticed that there was no top panel to cover up the inside of the bridge. It was basically a bowl of wood, unfinished on the inside, with all of the manufacturing marks (made in China) and fixture parts clearly visible. We were certain that something, like a top panel of wood, was surely missing. After calling a lot of phone trees and answering machines, we went back to the store. And guess what! None of the other bridges had top panels either! They don't even make them!
The service rep in the store explained that the tall entertainment centers, which our bridge was built for, were usually so tall that no one ever saw the top anyway, which it why they didn't make one. I say bupkus. Why go to the trouble of making a nice-looking piece of furniture and not put a freaking top on it? What about people who have stairs?
So there we were, the proud owners of a $100 (would have been $200) bridge that still needed work before we could use it. It was not too hard to buy some plyboard and molding, cut them to size, stain and finish them, and fit them to the bridge, but why should that be necessary at all? No self-respecting furniture company should sell furniture like that.
Admittedly, we did see actual pieces in the store in the same condition when we pointedly looked for them. However, unless you are very tall, you would have no idea what you were buying, because you would probably assume that they build complete pieces of furniture, not half-assembled "oh, no one will see this part anyway" pieces.
I guess I can't call this a completely negative experience, but I won't be shopping here again. Ever.