Ashley Furniture Complaint - Poor quality furniture and very weak customer service
MESQUITE, TEXAS -- On May 14, 2010, we purchased a complete bedroom suit (which included a queen bed with canopy posters and rails, a dresser, chest, media chest, two nightstands and a bench) along with some den furniture. The bedroom suit was the last to be delivered on July 30, 2010, some 10 weeks after we purchased it. During the intervening time no one from Ashley called to keep us up to date on the delivery problems they were having with these items. The dresser is a large one with 7 good-sized drawers. Of these 7 drawers four were slanted, as if the unit were sagging in the middle. Also, some of them were in crooked so that the drawer face would not close flat against the dresser front. We immediately called customer service about this and some additional problems with the nightstands and the chest. On August 6th a tech came out to examine the furniture and was polite and friendly. He said that the dresser would be replaced, the nightstands were missing some parts and the drawers not closing properly on the chest were the result of "the ease with which the sliders work". It took two "replacement" dressers to get an acceptable one (the first replacement had a lot of finish blemishes). The repair parts were ordered (and immediately went on back-order status, but we were not aware of this). In the meantime we had begun examining the furniture more closely and each piece had multiple issues. Most of these issues were fit and/or finish items. We waited for the parts to arrive and after 2 weeks (on August 20th) we called to check on the part status. This is when we found out that they were on back-order. We decided on August 23rd to make customer service aware of the rest of the problems via a phone call and not to wait for the parts to be installed. This was followed up on the 24th with an email to customer service about all our problems, including an attachment that gave specific complaints about the late delivery and the bad furniture. We never received a response to either communication. Then on September 16th we decided to visit the store where we had made our purchase in person to see the customer service representative. We talked to that person for a long time and left copies of photos of the problems on the furniture as well as copies of the email and the attachment we had sent in. We also requested an immediate call-back from some one higher up in the management chain. On the 17th, after receiving no phone call, we called the store and demanded to speak with someone who might get this situation off dead center. Later on the 17th we finally received an email from a manager at the store wanting to send another tech out to look things over. It took a little over a week to get our schedules to match up but September 28th was set for the visit. Nobody showed and we have not had any one call concerning this. We did get a call about the same time telling us that the parts were being shipped to our home. They arrived on the 28th. As I write this on October the 8th, the tech is scheduled to visit today but he will only be dealing with the installation of the parts we received. So, now what? Here it is the 8th of October, one hundred sixteen days after our purchase (and this purchase represents a lot of money to us) and we are still fighting this crazy fight. If we had known that this purchase was going to be this extended and bizarre, we never would have gone through the doors of Ashley Furniture. As it is, we will never shop there again. Potential buyers: beware. Check other posts about Ashley.
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