Ashley Furniture Complaint - Warning: Do Not Buy From Ashley Furniture!!!
CONCORD, CALIFORNIA -- I thought I was going to log on and be the first to post a complaint about Ashley Furniture, but when I got there, I found that the way I was treated by Ashley was not out of the ordinary at all...in fact, it's common practice. Check this out.
I went to Ashley furniture in Concord, CA with my girlfriend to buy a living room set and dining room table/chairs for our first home together. The sales person was a very nice guy. He even mixed and matched tables and chairs to find the right set for us.
We ended up spending around $3,000 dollars for some nice leather couches, end tables, a rug, and the dining room table/chairs. We were told that we would have the delivery by August 4th (we made it clear that we needed it on that day because we were moving in on the 1st and had people coming over). They told me they would have it by the first after I told them we would buy elsewhere to get them on time. They called me on the Friday before and said that they could deliver on August 9th. After complaining and placing two more calls, I was able to get it delivered on the 6th.
When the delivery guys showed up (by the way, they use a separate company to deliver their furniture), my girlfriend was just getting home and saw them dragging the couch with no protection, frame, etc. along the street and throwing cushions on the asphalt! They brought up a couch that turned out to be the wrong one. They brought up a table that was the wrong one. After the delivery guys repeatedly tried to get me to keep the furniture and "see how I liked it for 30 days," I finally got them to take it back with them. These poor fellows told me how they had been from Morgan Hill (an hour away), to Marin (two hours from that), to the Peninsula, and back to the East Bay all in one day!!! They were tired, sweaty and extremely unhappy when I had them take the furniture back down. Whoever the idiot manager was had them running all over. No wonder the couches were damaged.
They proceeded to "find" the correct couch in their truck, which they delivered with several scratches and scrapes on it. I watched as they threw the cushions from the first floor to the second in our condo building!
So, then the drama begins. I called the Ashley Furniture I bought these at to tell them what had happened. When I got hold of the manager and asked who I was speaking with, he told me "the manager." He wouldn't give me his name and when I got heated explaining the problem and why I wasn't happy, he hung up on me. So, I called back and was told that I would get a call from Ashley Corporate Care. Two hours passed. No call. When I finally got hold of somebody, they told me they would have to send somebody out to check the damage on the couches and that I would have to wait two weeks for this person.
When I offered to take pictures and send them to prove the damage, they said fine. I told them I wanted new couches or a $500 credit. They told me they would have to get back to me on that. Never called. I called them. They said they would call me back. No call. I finally got hold of the delivery manager (this is nearly two weeks later) who told me that they would pay me the $500 via check that would be sent out immediately. Two weeks later and I still haven't received a check. I called today and they said they would check on the reason it hadn't been sent and would call me back immediately. Half hour later, no call. I called them and the person I had spoke to was "just out the door on her way to lunch."
Aside from this joke excuse for "customer service," Ashley was also running a promotion with their sale that included a "free trip." I set up financing with them and I still haven't received a bill (of course when the financing period is up, they are going to back charge me for all of the interest) two months later. I came to find out that their "free vacation" actually required us to purchase a plane ticket and pay all of the taxes and travel fees associated. I began to wonder to myself what the hotel room would look like and how many roaches I would have to kill before my girlfriend would stay there.
The bottom line is. If you want used furniture, use Ebay or Craigslist. Do not spend full price for used, beat up furniture at Ashley Furniture. After reading other posts, I now firmly believe that Ashley is set up to deliver damaged furniture intentionally so they can haggle with customers, hoping they will go away and pay the full amount. The most they'll have to do is either replace the damaged furniture with what should have been delivered in the first place or pay the client off so they'll keep the furniture that should be marked off 40% at any used furniture outlet. Consider this a warning. I would hate to say I told you so.