Ashley Furniture Complaint - My Horrible Experience with the Ridgecrest, CA Ashley Store
RIDGECREST, CALIFORNIA -- On 10/30/09, I purchased a TV Stand (W354-22) from the Ridgecrest, CA store which was available for immediate pickup at the warehouse. My husband and I inspected the piece and verified that there were no blemishes and the glass doors were intact. When assembling (11/24), we found that the bottom front rail was bowed and the doors would not close. My husband called the store and spoke to a salesperson about the problem. She said she would have the general manager call us shortly. Nearly 3 hours later, we still had not received a call. I called and, after waiting for over 5 minutes, the general manager came on the phone. I explained the problem and he said to take the piece to the warehouse to allow the personnel to examine the piece. My husband left the piece with the warehouse foreman who said they would look at it in the morning and call us. By 10:30 am (11/25), we had not received a call, so I went by to check the status. The personnel were almost finished putting the piece back together and said they only needed to make one more adjustment to the doors so they would close. I noted two small scratches on the top, but otherwise the piece was fine. I told them we would call or come by around 2:00 pm that day to check on the piece. Upon arrival, not only had they darkened the color with some sort of dark brown lacquer (originally medium oak color), but we found that there was now a gouge in the wood work. I told them that this was unacceptable and that I would go to the store and ask for my money back. The warehouse foreman stated he would call the store to expect us. Upon arrival at the store, I introduced myself and had to explain the situation to two different people and then wait 10 minutes for the general manager. I again introduced myself and explained the situation. The general manager never told me his name. He stated that I had 3 options; to take the piece at the warehouse, take the piece off the showroom floor or have another one ordered. I told him that the one at the warehouse was not acceptable because of condition, the one on the floor had two scratches and I didn’t want to wait 2 more weeks to get something that might have the same problems. He insisted I only had the 3 options to choose from and money back was not one of them. I told him I would take back the one at the warehouse for a $75 discount. He said no and insisted that the we caused the gouge. I asked him to call his warehouse foreman to verify that we had delivered it to the warehouse in blemish free condition. He did so and the warehouseman lied. Mike said he wasn’t there when it was delivered and when he first saw it there was a gouge. Mike is the one we delivered the piece to and was fully aware that there were no blemishes on the piece. I then informed the general manager that we would take the one off the floor as I could fixed the scratches. Since I couldn’t get my money back, I wasn’t about to leave empty handed. We loaded it up and it’s here, but now I see that, although the doors close, they are not aligned evenly and there are large gaps between the doors and the main piece because one of the hinges is mounted wrong. If I had purchased something like this from Wal-Mart, JC Penney, Sears, etc., I could have taken it back and received a full refund without any problems. Now I’m stuck with a piece of overpriced junk and I’m am not the least bit satisfied with the product. Every time I see the piece, I get angry and upset. I placed a complaint with Ashley Furniture Industries, Inc. (home office) and their reply was to forward my complaint to the same person who caused me all the problems. So no help from them either. From now on, anytime I think of making a furniture purchase, I will check out this site for any negative reviews of the company. Only wish I had known about this site earlier.