Ashley Furniture Complaint - Horrible Customer Service and Product delivery
CHICO, CALIFORNIA -- WORD OF WARNING!!
I have to share my TERRIBLE experience with others so that they do not make the same mistake I did by patronizing Ashley Furniture. On February 18th I purchased a living room set (Sofa, love seat and 3 tables). At the time of purchase they informed me that it would be 6-8 weeks for delivery (something they assured me was an industry standard).
I decided to live with the 6-8 week delivery time line even though that would mean I would be living in my new apartment for a month without any living room furniture but I figured I could tough it out. At the time of the purchase the sales associate forgot to notify me that the set I had purchased was on back order. At 7 weeks I called to store to inquire about my purchase and the sales associate informed me that my order had been shipped and would be in the Ashley warehouse in my town on that Friday 4/10. He said that they deliver 7 days a week and they would call me Monday to set up a delivery time. Monday rolled around and I didn't get a call so I called Monday evening, no answer so I left a message. Tuesday comes and goes no call. Wednesday I call again no answer I leave a message. In the mean time I decide to physically go to the store to see how busy they are that they can't answer the phone or return a call. Not one customer (as is usually the case in Chico) was insight but I saw at least half a dozen sales associate (no one acknowledged me). When I went to explain my situation to the woman working at the sales desk she had no apologetic words for me. All she did as ask me my name look up my order and inform me that my order was still on back order after 8 weeks of them having my money clear and free.
She didn't apologize for the lack of communication of the sales staff, to inform me of the back order or the fact that their sales staff was so poorly trained that they were telling me that my order should already be in. She offered to leave my information for the owner to check on and call me to let me know when I could be expecting my order.
He called me a couple days later and I explained my regret for doing business with his company as well that I was going to be telling others of my negative experience. All he offered was a sorry and that it was going to be another 3-4 weeks before they would have my furniture to me. So Ashley Furniture will have my money free and clear for over 12 weeks before I hopefully see my furniture, but I am not holding my breath. In addition I am still paying $85.00 in delivery fees. It has been so long since I have ordered the couches and tables I don't even remember what they look or feel like. Today is 4-25 and it will still be another 2 weeks before I see my furniture.
My advice go to a local furniture store they only take a percentage like 20-40 percent upfront and you pay on delivery (many offer free delivery). This is a huge motivator from them to get you your furniture because they don't get paid until you get your items. I wish I would have thought about paying a little more for the cost of the couches, I would have received better customer service and I would actually have my couches by now.
In economic times like this you would think that companies would focus on customer service to retain the customers they have and to create good buzz about them but I guess Ashley doesn't care.
Another frustration: the website doesn't offer an corporate address to write a formal letter or a customer service/complaint line; for a big corporation that is very unprofessional.