Ashley Furniture Complaint - Extremely Poor Quality and Horrendous Customer Service!
MORROW, GEORGIA -- Extremely Poor Quality Furniture & Horrendous Customer Service Experience
We purchased a Chair and Loveseat set from the Ashley Furniture Store in Morrow approximately 2 years ago... Sadly to say, it was one of the biggest mistakes we ever made. We paid over $1,500 for the 2 pieces and purchased the "Elite Warranty" which covers absolutely nothing!!! We were informed and guaranteed by the Sales Agent before we bought the furniture that both pieces were to be "scotch-guarded" which we finally realized was a BIG LIE! We cover our furniture so we can ensure that it is kept clean and remove covers when we have company. One of my guest spilled some water on the loveseat...yes, just water and it left a huge stain. I tried blotting it with a clean towel and there is now a huge discolored ring on the seat. This is the second time this has occurred. The first time we had to go on-line fill out the required forms through the "Elite Warranty", then schedule an appointment which took over 3 weeks for someone to come out to clean the first stain which again was JUST WATER! I have been trying to reach "Customer Care" for over 6 months to complain, but I always got a recording and put on "terminal" hold. One time I was on hold for an hour and no one assisted me. I finally called the store in Morrow, GA & spoke to a Manager. I explained to her how disappointed I was in the furniture and the numerous stain problems. I asked why water would leave a stain if the furniture was "scotch-guarded" as we were informed. She informed me that they do not scotch-guard. I asked her why the Agent lied to us... She did not have an answer. I informed her that I have been trying to reach Customer Care and could not get through for the longest time. She told me that she would try to reach them for us & would call us back. Two hours later, the manager called us back to inform me that Customer Care was going to call me. Two weeks later... no call from Customer Care. I then called the Ashley furniture Corporate office & explained my disappointment to Heather who informed me that the Ashley store were "independently" owned; however, she assured me that she would have someone from Customer Care contact us. Two weeks later, my husband received the "call" yesterday at 1PM. This is where the "fun" begins. The customer care agent was extremely rude, and did not give my husband the opportunity to talk. She simply said it had been 2 years since the purchase & nothing could be done. My husband asked her for her name. She started screaming at him and evaded the question. My husband told her that he would never recommend Ashley furniture to anyone in the future. Her response was I don't give a (curse word) what you do and hung up on him!!! He said that he was so upset that he started trembling. He never encountered a representative, especially someone in Customer Service, who treated him like this... We are so dissatisfied and very disappointed!!! We will definitely contact "consumer affairs.com"; the Better Business Bureau & legal avenues to get the results we want and deserve.