Ashley Furniture Complaint - Horrible Experience
KENOSHA, WISCONSIN -- I would like to start off saying that I warned my MIL about buying from this company because of things I had heard. She found a sofa/table set that she LOVED however so I went to the store with her to check it out. I used to be a sale associate at another store so I knew what to look for.
The sofa/love seat seemed like a solid piece, especially for the price. The tables looked great! The sales person informed us that the tables were being discontinued and there were only a handful left in stock. One end table was out of stock, so I asked if we could order the first two and take the floor model from the one out of stock.
He said "No we don't sell floor models. There is another shipment coming in so you can still get the second end table but it will be delivered later."
This was fine with my MIL, so she came back with my FIL and put the order in that day. They scheduled delivery for May 15th and called twice ahead of time to remind them.
May, 15th the truck pulls up. The two guys were very professional and careful with the tables as the brought them in. I noticed right away though there were scratches and chips. They told us that Ashley store had them take them off the floor! We DID NOT ORDER FLOOR MODELS!!! As a matter of fact we were told they don't sell floor models.
The delivery men then said it would be $75 for delivery. My in laws had already paid Ashley Furniture $99 to have everything delivered. Apparently the had started using another delivery service that charges when they arrive. The poor delivery guys had no idea what was going on, we showed them the receipt and asked them to take the furniture back, which they happily did.
My MIL got on the phone with the store and then talked to her sales person. He told her that he said she was getting floor models and she knew it. This was a flat out LIE, I was there and I talked to him personally. He told my FIL the same thing he told me also!
The couches arrived on an Ashley truck (we were not informed it would be delivered separately). Everything looked ok from a quick inspection so we signed for the couches. Later after looking closer the cuts on the leather were shoddy and barely covering the couch in some areas. You could easily pull the leather away from the couch around the base and it looked horrible!
They told my MIL that she could pick out new tables TONIGHT only otherwise she was stuck with the crappy floor models that she didn't want. They said if she canceled the order for the tables she would lose the discount on her sofa and have to PAY THEM MORE MONEY!
My in laws are considering canceling the whole order but here's the kicker...Ashley charges you 10% for canceled orders. It will cost my family $240 to canceled on an order that this "company" promised and didn't deliver.