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Ashley Furniture Complaint - Buyer Beware!!!
Complaint
Allow me to give you a little insight into what Ashley Furniture believes to be "good customer service"....
My husband and I purchased a sofa, char, and ottoman set from Ashley furniture because they had a set in the sage green color that we could not find anywhere else. At the time of purchase we were informed that our order would be non-refundable because they make all furniture to order once your order is processed. We paid for the furniture in full, as required. I then brought in paint samples to compare to the floor model and painted my entire living room to coordinate. Over two weeks later, when we were awaiting the arrival of our furniture, we received a call from Ashley Furniture corporate saying that we would not be getting our furniture because it was discontinued. That's right....the "made-to-order" furniture we paid for was discontinued two weeks after our order was placed. The man told my husband that he would look for a floor model for us or refund our money.
At this point, our losses included the money for the furniture, the money for paint and supplies, and interest charged to our credit card. In order to get a receipt, we would have to drive to a store forty minutes away to do the return. On our way, we called customer service who argued with us that they would only issue us an in-store credit. RIGHT! We decided to wait to see if a floor model would be located. At the end of the weekend we received another call from the man who was looking from the floor model. He offered us a model that he found and was only going to discount us $154.00. Since we were unable to find furniture anywhere else in that color, and also did not want to repaint the living room, we were forced to except the pathetic discount. We still even had to pay for delivery!
So basically, I ended up with USED furniture for only $154 less than what I was going to pay for BRAND NEW furniture! Also, when I went to post this review the first time, I encountered a message asking me to give Ashley Furniture a second chance and allow them to fix the situation. So, I decided that was fair and sent an e-mail to the provided address. I included my entire situation, and as expected, I NEVER RECEIVED A RESPONSE. That was almost two weeks ago!
My husband and I purchased a sofa, char, and ottoman set from Ashley furniture because they had a set in the sage green color that we could not find anywhere else. At the time of purchase we were informed that our order would be non-refundable because they make all furniture to order once your order is processed. We paid for the furniture in full, as required. I then brought in paint samples to compare to the floor model and painted my entire living room to coordinate. Over two weeks later, when we were awaiting the arrival of our furniture, we received a call from Ashley Furniture corporate saying that we would not be getting our furniture because it was discontinued. That's right....the "made-to-order" furniture we paid for was discontinued two weeks after our order was placed. The man told my husband that he would look for a floor model for us or refund our money.
At this point, our losses included the money for the furniture, the money for paint and supplies, and interest charged to our credit card. In order to get a receipt, we would have to drive to a store forty minutes away to do the return. On our way, we called customer service who argued with us that they would only issue us an in-store credit. RIGHT! We decided to wait to see if a floor model would be located. At the end of the weekend we received another call from the man who was looking from the floor model. He offered us a model that he found and was only going to discount us $154.00. Since we were unable to find furniture anywhere else in that color, and also did not want to repaint the living room, we were forced to except the pathetic discount. We still even had to pay for delivery!
So basically, I ended up with USED furniture for only $154 less than what I was going to pay for BRAND NEW furniture! Also, when I went to post this review the first time, I encountered a message asking me to give Ashley Furniture a second chance and allow them to fix the situation. So, I decided that was fair and sent an e-mail to the provided address. I included my entire situation, and as expected, I NEVER RECEIVED A RESPONSE. That was almost two weeks ago!
Comments:
Posted by J Conway on 2012-05-23:
Documentation is the key with this and so many other companies. If it is in writing then they have no choice to provide what they sold. Your credit card provider should have been able to help on this.
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