Ashley Furniture Complaint - The Quiet Customer...
MESA, ARIZONA -- Problems started with the 1st phone call from Ashley’s delivery department. They told me someone would be calling me to set up a delivery date. When in fact, they “told me” when the sofa was going to be delivered. I was home the day the RED sofa came. (It was supposed to be brown) The driver said he could leave it and pick it up when he brought the correct one I had ordered.
Wondering where my sofa was after about 3 weeks, I called Ashley. Why hadn’t anyone called me ? The lady on the phone said it would arrive from the warehouse around April 1 and someone would call me to set up the delivery. Instead, I received a call on Wed., March 30th saying the sofa was set up to be delivered on Fri., April 1 (2 days later) between 9a-1p. I questioned the operator about it and he told me that “it said” someone had called me already and set up this specific time and if I needed to change it there would be a $49 charge. He said this 4 times during my discussion with him. I think this is what made me the most angry. After discussing my options with him, it seemed there was no other choice. I agreed to go ahead and leave work to meet the delivery people.
The following is a rough estimate of my experience today.
8:30a- rec’d call saying they were 30 minutes out
Went home from work- 37 minutes later I called Ashley. They said there “must have been a misunderstanding” and they wouldn’t be there for at least 1.5 hours. – I came back to work.
10:30a- Ashley called me saying they would be there in 25 minutes - I went home again. Waited for 47 minutes during which I was trying to call Ashley (3 times) after 29 minutes had gone by. No one answered and the phone and it did not have an answering machine instead, it disconnected after playing a recording. I called again and they said their computers were down and that they “couldn’t help me.” I left my house and came back to work.
12:25p- Ashley called and said they were in front of my house. (this was after at 10:30 am they said they were 25 minutes out ??) I told the girl everything that had happened, she didn’t even listen to me. She said, “oh, so you’re not home?” I have been not raised my voice or used curse words but I can’t express my anger, it’s beyond expression to me.
12:34p – called Ashley store to talk to manager – he is with a customer and will call me back - It’s now 1:15pm Hopefully that customer he is with is buying something.
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