Ashley Furniture Complaint - Stay Away! - Furniture
MISSOULA, MONTANTA -- On July 19, 2010 we ordered a sterns and foster bed, new rails, and two new recliners. We were told by our sales person that it would take up to 4 to 6 weeks to receive our purchases, but if you read on your invoice it says they have up to sixty days to deliver your purchases.
After 4 wks. I called to find out the status of our order and was told that we were not going to receive our bed and chairs until sometime in Sept, possibly later than the 19th. I waited for another two weeks and called again to find out if we had a definite date yet and was told by the salesperson that he guaranteed our stuff would be in on the 21st of Sept. In the process of all of this I was told that Sealy had switched trucking companies, and then got told that Ashley had switched trucking companies, and then I was told that they were behind on orders by 3 to 4 weeks. So I called Sealy's corporate headquarters to find out what was going on. I was told that our bed would be coming from St. Paul, Mn because that was the closest warehouse to Montana and then when she looked it up she found out our bed hadn't even been ordered yet. On Sept. 20th our salesperson called me and said that we were not going to get our purchases yet again and blamed trucking companies once again. I was very upset and I told him what I had found out about the bed and then he told me that he would see if he could order our bed through their sister store which is a mattress store here in town. and that he would call me back in 45 minutes I gave him 2 hours to call me back and then I called him and he said he was waiting to hear back from the manager of the store. I never heard from him again instead I received a call from a District Manager. He said he was taking over the acct. and he assured me that he would get me my furniture. In the process of talking with him I did receive a refund on one of the recliners.
It took the DM 3 weeks to get us our bed which we finally got the first part of Oct. Every week I would keep in touch with the DM about our recliners and every week it has been the same thing they are not on the manifest. On Oct. 15 I called to find out the status of our recliners and was told that they are not expecting any orders this next week. I was angry and upset and I told him I was turning the Company in to the Federal Trade Commission which I plan on doing. They take your money but they won't deliver what you orderd and they make excuses that can be followed up. After I cooled down I called the DM back and said I may have a solution to this problem, I suggested that my husband and me come in and pick out two other recliners off the floor and then they could deliver them next week, I was told that he thought that was a good idea and would call me back in 10 minutes, a hour and half later he called and said that would not work and he was just going to give me a refund on the other recliner. I should note that I bought a love seat from them and it was delivered with our bed and the love seat matches the recliners we had picked out so now I'm stuck with a love seat that clashes with our couch.
I wish we had gone somewhere else in town for our furniture, customer service was nothing but excuses and lies and after they get your money they don't care. They stand there and lie to your face all I wanted was what I ordered and instead I have a front room that looks bad because of Ashley Furniture and now I can't afford to go out and buy two recliners at another furniture store.
I would encourage any one that has to go through the nightmare of Ashley Furniture to get a hold of the Federal Trade Commission this company needs to have a wake up call.
Post Script to this: On Sat. Oct. 16 I asked my oldest daughter to go Ashley Furniture and see if they had our recliners in their store when she got there she called me and I gave her the numbers for the recliners, she found them on the showroom floor. I had been told 2 wks. before from the DM that they no longer had our recliners in the store, so I'm assuming that is the reason why he did not want us coming on Fri. Oct. 15 to pick out other recliners.