Ashley Furniture Complaint - Unbelievable business practices
I liked the idea of buying furniture from Ashley because it is made here. What a joke!!!!
We purchased the set in September from Roomful Express. It took forever to get it because it was supposedly ordered for us. We received it in November 2010 and it was not working properly. Apparently Ashley does no quality check before it leaves the factory. Our chair had no power pack and the sofa one didn't work. We also failed to receive the warranty "bible" that is filled with legalese allegedly relieving Ashley Furniture from any and all warranty claims.
About 2 weeks ago, the sofa was reclined (with me in it) and it got stuck. I had to climb out of it, which frankly is no fun at 50. I called RE and asked to have it fixed because I had company coming in a few days. They told me they could not do anything for me for 2 weeks!!!! I asked for a loaner and they acted like I was crazy. We are talking about a $1,500 set of furniture here. Today, they came to fix it. Of course, the guy had no parts and has to order them. It will take 3 WEEKS to get them. So I have to wait 5 weeks to get my couch fixed. He supposedly gave us the number for AF, but it was actually their own customer service phone. I looked up Ashley online and called. The first person transferred me to a woman in Lord knows what department. I've never talked to someone so frustrating. She told me it was clearly stated in the warranty (which I didn't get) that AF is not responsible for their product once RE took possession of it and that they were trying to fix it. I asked her if 5 weeks was reasonable to her, but she refused to answer. She kept telling me that something WAS being done, so I gathered I was just supposed to accept this and shut up. ASHLEY FURNITURE REFUSES TO STAND BEHIND IT'S PRODUCTS. Giving someone else authority to warrant on your behalf is NOT customer service. Especially when the agent does such a frankly lousy job. To top it off, I asked to speak to a manager. She puts me on hold, gets back on and says "she's not available." No surprise there, which I told her. She asked if I wanted the manager's voicemail and I said yes. Of course, when she transferred me, I got disconnected. This is supposed to be an American firm, not some third world country where they've never heard of customer service. I will never buy from AF again and I'm in the process of telling everyone I know. It's already on my FB page and I have several friends on Twitter who I've told as well.