Ashley Furniture Complaint - Not Eager for Customers
NORTH BRUNSWICK, NEW JERSEY -- Visted North Brunswick NJ store. Was never approached by a salesperson. Admin. Asst at desk paged salesperson to assist - 3 times. She then paged a specific sales person by name. No one ever showed and I left 20 minutes later. Several sales people standing together talking when I arrived and when I left.
I was the customer a salesperson dreams about as I was prepared to purchase furniture for 5 rooms all in that day. I didn't need financing or any special arrangements. I left Ashley with a good part of my day spent in travel and waiting. Returned home and called the store in desperation as there was a desk set-up that was a floor sample for sale that I wanted to purchase and pick up. Kept on hold-no one picked up. Called back 2 more times feeling more and more pathetic each time that I was violating my own standard of expecting good customer service. Why should I beg the store to sell something to me! Eventually spoke with a salesperson to whom I explained my in-person experience as well as noting the very negative complaints online. He was apologetic but DISMISSED the online comments. It was now 5:30 PM. I asked that the piece be prepared for pick up in the morning offering to give my credit card over phone to complete sale. He spoke with the manager who said NO!!! He would not even hold it overnight!
I have made a lot of online purchases at high dollar values. I have also made purchases over the phone and at times needed to sign a card authorization which is done by having the form faxed. It is done all the time and saves the seller and buyer time - thus more profit to both.
The next day I called Ashley's competitor whose salesperson worked with me over the phone to complete the sale using their online site for shopping. An hour later I had spent $10,000, scheduled delivery and paid. I made the salespersons day. And he made mine. And he said thank you!
Is Ashley doing so well they can simply toss aside a customer who comes back even after being treated poorly? Obviously Ashley does not care about the myriad of negative online comments. It throws "salt in the wounds" of the many businesses who are desperately trying to get customers through their doors. I took my business to a retailer who wanted it. Ashley doesn't offer anything so unique that you can't find it at their competitor or online - usually more competitively priced.
If the seller won't pay attention to you before they have your sale - they are not likely to pay attention to you after they have your money.