Never Shop at Ashley Furniture

ZTAngel · #1 03-09-2007, 09:05 PM

Horrible company with horrible customer service. This is a long story so bear with me.

My fiance and I purchased bedroom furniture on Feb. 10 and were told that it would be delivered on Feb. 17. I was told that I would receive a confirmation call on the 15th. When I didn't get the confirmation call, I called the store to find out what was going on. Turns out that the dumb sales associate accidentally put the delivery date as Saturday, March 17 instead of Saturday, February 17. The worst part is that my fiance and me had already given our bedroom furniture to the Salvation Army. Thank goodness we have an extra room with an extra bed or else I'd be REALLY mad. Anyway, Ashley Furniture promised to deliver the furniture on Feb. 24.

They delivered furniture on the 24th but our headboard was still on back order. Unfortunately, the bed can't be put together without the headboard so the bed is essentially useless right now. They promised to have the headboard delivered on March 3 and that my confirmation call would come on the 1st.

Once again, I received no confirmation call so I called the store. The headboard had been back ordered, again. They promised and swore up and down that they would deliver the headboard on March 10. I even got my confirmation call yesterday!!

But then I got a call today. The headboard has been back ordered once again and they won't be delivering until next week. I'm furious. Every time I ask to speak with a manager, they tell me, "We don't have any managers in the store right now." I said to the girl today, "So, you're telling me that basically the employees are running the show with no supervision?" She said yes. I called back the store and threatened with consumer affairs. Suddenly, they were able to find the "office manager". Interesting. She didn't have an explanation for why things got back ordered. She told me that they would credit my delivery fee and give me a $100 gift certificate. So, basically, they're telling me that I have to shop in their stores again since I now have a $100 gift card. My goal was to NEVER shop there again.

I am so angry right now. I just know that they'll probably give me the same BS next week and tell me that my furniture has been back ordered. I have asked several times to speak with a manager or for the district manager's name. They keep passing the buck or pretend that they don't know the district manager's name.

Is there anything I can do??? I don't want to have to get an attorney involved but I feel like it's the only way to hold Ashley Furniture to their promise.

navane · #2 03-09-2007, 09:25 PM

Try the address at the bottom here:

http://www.ashleyfurniture.com/SiteM...spx?PageId=FAQ

And e-mail your comments here:

http://www.ashleyfurniture.com/Legacy/MoreHelp.asp

Or you can look up the phone numbers for other area stores and call to ask *them* to give you the phone number for the district manager:

http://www.ashleyfurniture.com/Where...Id=WhereToShop

Hope this helps.

.....Kelly

#3 03-09-2007, 09:42 PM

You're not the only one.

The day they had their forced liquidation sale, cops had to be called because it was just a mess. Customers waiting on refunds were getting the run around from Ashley Furniture officials, and most who were promised items from the showroom floor ended up leaving with nothing because they were sold to other customers. It was a mess.

GeekyPenguin · #4 03-09-2007, 09:55 PM

consumerist.com

Turn them in.

texas*princess · #5 03-09-2007, 10:40 PM

wow. that sucks

tld221 · #6 03-09-2007, 10:45 PM

Quote:

Originally Posted by ZTAngel

Horrible company with horrible customer service.

yeah, lest not forget the horrible furniture. i always thought their ish was cheap and flimsy.

sorry about the experience.

aggieAXO · #7 03-10-2007, 01:11 PM

I would return the furniture-make them come and get all of it and then shop somewhere else. I was looking for a couch last year and went during a huge sales events, I think it was 4th of July.They had many sales people on the floor but no one would help me so I finally went to the front desk and they paged an associate who was about as friendly as a snake. I will never shop there again. I ended up going to Haverty's-much nicer furniture and people.
Good luck.

Rudey · #8 03-10-2007, 06:15 PM

If you're still looking to buy, take a look at highbrowfurniture.com. I ordered a Kartell chair and I thought it had a scratch and the guy literally contacted the manufacturer in Germany and took care of it. Anyway don't take the $100. Tell them you want $100 off your order. Heck tell them you want the order wiped out and you'll go somewhere else. Push back and don't be like everyone else. Good luck.

-Rudey

ZTAngel · #9 03-10-2007, 06:30 PM

My fiance was finally able to speak with a manager today after he called the store incessantly until they finally admitted that there was one available. The manager apologized profusely although I'm sure he wasn't sorry. My fiance got them to remove our delivery charges and give us a $50 credit along with our $100 gift certificate. The manager said the furniture will be delivered on the 15th. We'll see. If they don't, my fiance will call back and demand another credit.

Thanks for your help you all. That consumerist website is hilarious. I enjoyed reading the stories on there.

jubilance1922 · #10 03-10-2007, 08:17 PM

Wow...that sucks...But great warning, I was just in the store last week, looking at living room sets.

nicola92 · #11 03-10-2007, 08:22 PM

I am sorry to hear about your experience in your efforts to get new furniture from this company. I just visited Ashley Furniture for the first time this afternoon. It doesn't make me happy hearing about your experience with this company. Especially since I was about to order Bedroom furniture from them. It certainly makes me think twice.

texas*princess · #12 03-10-2007, 08:47 PM

Quote:

Originally Posted by aggieAXO

I would return the furniture-make them come and get all of it and then shop somewhere else.

That's not a bad idea... the first "furniture buying" experience I had was with Eurway.. and they were great. When they came to deliver my sofas, they had a 2-hr window and they were there within literally the first 5 minutes of that window. It was nice

Rudey · #13 03-10-2007, 11:48 PM

Quote:

Originally Posted by texas*princess

That's not a bad idea... the first "furniture buying" experience I had was with Eurway.. and they were great. When they came to deliver my sofas, they had a 2-hr window and they were there within literally the first 5 minutes of that window. It was nice

HAHA Designer Knockoff Furniture is AWESOME!

-Rudey

CutiePie2000 · #14 03-11-2007, 03:11 AM

Quote:

Originally Posted by ZTAngel

The manager said the furniture will be delivered on the 15th. We'll see. If they don't, my fiance will call back and demand another credit.

My suggestion is that you may want to be proactive and call the manager on the 14th just to "remind them" of their promise for the 15th.

ASUADPi · #15 03-13-2007, 10:29 PM

Also find out who you contact if the item isn't delivered during the appropriate time frame.
That was my problem with Ashley. I ordered a chaise lounge. I didn't have customer service problems, just delivery problems. They called saying delivery would be between like 5-6. So we are waiting. 6pm rolls around, no furniture, 6:30 rolls round, still nothing. I then call because now I'm pissed that I paid for delivery of an item that wasn't delivered on time. The women "apologizes" puts me on hold and says I'm the next delivery. 7pm rolls around and they finally show up. I demanded a refund of my delivery since I had been quoted a time, I was a bitch, so I got it.

Don't back down. I also wouldn't take the gift certificate. Tell them straight out that they had wretched customer service and that you have absolutely no desire to shop it their store every again and you want a $100.00 credit of the merchandise total. If the manager refuses, go higher than them. In Arizona we have "3 on your side" and "call 12 for action", they would love a "case" like this and they would get your refund too!