Ashley Furniture Complaint - Wish I had read these reviews before spending $2983.33 on Ashley furniture!!
GREEN BAY, WISCONSIN -- In January I purchased living room furniture from Ashley Furniture in Green Bay, Wisconsin. I also found a dining set I liked, but did not purchase it. I went back to Ashley on February 13th to purchase the dining table & chairs, but was informed by my sales associate that the set was discontinued. She said she would call around and find a set for me. She found the table & chairs available on the floor at another store. I paid an additional $99.95 fee to purchase the catalyzed finish with elite protection plan.
My living room furniture was delivered on February 17th. The area rug had three holes in it and was fraying along the edge. I also received a phone call to arrange delivery for my dining table that had not been included on the shipment because it had been shipped from Appleton to the main warehouse in Stevens Point. We arranged delivery of the dining set for 2 days later on February 19th. When the delivery arrived, my husband was told there would be a COD delivery charge. We had just paid a delivery charge for our furniture delivery two days earlier!
On February 20th, I went in to Ashley furniture and talked with my sales associate. She refunded the second delivery charge and found a replacement for our area rug. I also discussed with her that the table delivered the day before contained over 20 scratches! She indicated I could either call in a claim on the elite furniture protection or she could have service come to look at it. I told her I preferred to have service look at the table because it was delivered in that shape. I did not feel I should have to make a claim for something I DID NOT DO!! I also emailed her several pictures of the table scratches.
On March 3rd, the service associate came to look at the table and told my husband that the table had been “abused” and would likely need to be replaced. He asked if we had abused it and slid items across the top. My husband told him it was delivered to us in this condition. I would NEVER purchase a table in this condition. I purchased this table sight-unseen and informed my sales associate of the condition the morning after it was delivered!
After the service associate left our house on March 3rd. I received a phone call from the service department that since this table was purchased off the showroom floor, I would need to pay for the service call and for the repairs. I called back and explained that the table was purchased sight-unseen based on the table I had seen in the Green Bay showroom in January. She indicated she would talk with the service associate and make plans for the repair to be covered. I never received a call back, so I AGAIN went in to Ashley two weeks later. My sales associate said she would have her manager call me.
The store manager called me on March 22nd indicating he would give me a complete refund and have the store call to arrange pick-up of the dining room set. (That has been 3 weeks and NO phone call!!)
It has now been 2 months since the purchase of this set and I have never heard any more regarding the table. I paid $831.29 for this table and chairs that looks like it has been used for several years. This is not acceptable! My entire purchase with Ashley was $2983.33 and I am very unsatisfied with the whole purchase experience!! The area rug had three holes, the table has scratches all over it, and then I was charged two delivery charges two days apart from each other. It seems like I was told anything I wanted to hear just to make a sale; whether it was quality merchandise or not!
I wish I had read these reviews before shopping at Ashley. Their service is poor after the sale!!