Overall Rating:

1 out of 5

Worst experience and customer service ever!, July 23, 2009
By kruther

"This is undeniably the WORST furniture buying experience I have ever experienced! From start to finish, this has been one headache after another.

The experience we had in store was actually fine but the trouble began with delivery. We ordered a bedroom set (dresser, nightstands and bed). The bed was backordered so we had the dresser and nightstands delivered first. The nightstands were fine but the dresser arrived completely bashed in on the back and one side. We rejected it of course and were given the excuse that it's a new bedroom set for them and they're still figuring out how to best pack and ship it. WHAT?! Should they not ship test furniture before delivering to their consumers? Anyway, we got a call back from customer service telling us it would be 3 days before they would be back in touch to tell us when another dresser would be available for delivery. THREE days just to hear when we might finally get a dresser? Three days later they let us know they would expedite a new dresser which we would receive a week and a half later. It did arrive as promised with dings and dents all over it. We accepted the order with a promise a technician would come to fix it. Once again customer service called and gave us an appt. date three weeks later. I find it appalling that Ashley cares so little about the quality of product they deliver and then expect their customer to sit and look at a dinged up dresser for three weeks until they can find the time to send someone to fix it. I called the store on Mirimar Rd. directly. The manager was unavailable to talk but the person I spoke with said he'd relay the message. Low and behold, 30 minutes later I get a call from customer service and they suddenly have an opening the next day. Never did get a call back from the manager though which I thought was odd.

You would think the hassle ends there but no such luck. The bed was due to be delivered...finally...and we get a call saying it's delayed and that it'll be another 2 weeks until they can deliver it. They gave us a number to call wich no one ever answers and only allows you to hold for a few minutes before making you leave a message (that's supposed to be returned the same business day). Finally, on day four, after leaving three messages, we get a return call trying to explain the situation with one excuse after another. After realizing we were going to cancel the bed and return the other furniture she suddenly saw 2 of the beds in their warehouse. Imagine that! 3 days later, we had a bed. Which of course came slightly damaged so we'll have to have the technician come once again. Still no offer to make good on anything, still not one "I'm sorry" from any Ashley employee. You know when the delivery guys and the technician all comment on how damaged and delayed furniture is a regular occurance, that you're in trouble. Wish I knew that beforehand.

The prices look enticing but please, run away from Ashley furniture unless you want to be disappointed and completely frustrated."

35 of 38 people found this review helpful.

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