Ashley Furniture Complaint - Excuses just keep on coming
MEMPHIS, TENNESSEE -- We have bought furniture at Ashley (3 couches, armoire, coffee and end tables throughout 6 years) My husband and I went in 8/09 to look for a bedroom set. We picked out a new design style and paid, making sure to buy the warranty. Very excited to get the 0% financing for 4 years. Informed by our salesperson the set would be delivered in Oct (about 6 weeks). 6 wks comes and goes, no phone call. Called Ashley and was told that the set was on backorder and would be in by end of Oct. Called in early Nov and was told set would be in by Thanksgiving. First of Dec. still no bedroom, was told my mid Dec. We heard every excuse from backorder to poor economy to very popular piece that everyone wanted to some people ordered this last April and still haven't gotten it (we were told it was a brand new summer style). I will give them credit and say beginning with the second complaint of still no furniture call, they began to discount the cost. We got free shipping (200$) and additional discounts that added up to $500 total off the cost...but what we really wanted was the bedroom set...We were advised to take delivery of what was in (2 chests of drawers and a nightstand) and wait on what was holding order up (footboard and other nightstand) Wish we had just cancelled order...Both chests required service calls within a week for drawers that were not plumb or sliding without a grinding sound, nightstand has paint flecking off, dent in headboard, one nightstand was not fully assembled, we found the pieces in the drawer. 8 months later, the linen drawer under the bed has pulled and separated from the casting (only had 2 sheet sets in it). I called customer service who said they would order the parts and when they arrived in a week to the house to call in to schedule service. Called 2 weeks later when it still had not arrived to be told that it was on backorder, here we go again!!! She asked if the bed was broken and I said "no, just he wood of bottom of drawer and sides have pulled away from each other and I can't pull the drawer out. So she reordered what she needed and said to call when it comes in..poor workmanship, poor quality, poor customer service, excuses after excuses.....we will have this set for years (hopefully) but Ashley lost very valuable customers.