I am so frustrated with the terrible customer service and lack of response from this company. Friends, please learn from my mistake and buy local. Go to somewhere that will honestly see you through the entire process, not just get your purchase and then pass everything off. I ordered, and paid for, two accent chairs on April 8 this year. We did not pay for delivery because the fee was outrageous, so we picked up the chairs in Bowling Green at the end of April. Jason went to complete the assembly process and found that one of the pre-drilled holes was stripped. The leg would not stay on. I called and asked what we needed to do. They informed me that I had to bring the chair back to their distribution center (which is only open from 8-5.....no convenient hours there). I couldnt just return both chairs because I would only get store credit and also pay a 10% restocking fee. So, on May 23rd Jason took off work early and brought the chair back. They told him it was a defect, and wrote on the receipt, Guest returned chair. Will have to order new. 5/23/14. I didnt hear a thing from anyone to follow up. I phoned on 6/10/14 and asked what the status of my chair was. The girl told me she wasnt sure, would have to check tomorrow, would get back to me, etc. I waited two days and didnt get a call. I called a few days later and this person told me that the chair had been ORDERED on 6/11/14. At this point I was furious. Why was it not ordered on the 23rd of May when we returned it? Why did I have to call for them to notice.? But really, I should know. Theyve already gotten my money and they could really care less about whether or not Im happy or even get my merchandise. I told them that I wanted regular updates about the chair and status about what is going on. No one called until the scheduler called on July 1st and said that the chair was in and wanted to set up delivery. (They were being so generous and going to deliver the chair this time so that if it was defective they could just take it back with them......*sarcasm*) she told me that it would probably deliver on Wednesdays to my area. I told her I wanted it delivered the next day, not on their schedule for coming to Glasgow. We were unable to come to an agreement and the conversation ended. Today, July 8th, I received a call at 4:30pm from this company. I missed the call and called back right after 5:00pm. Again, I spoke with the scheduler. She said that my window for delivery was from 1-3 pm tomorrow. I told her that wouldnt work out because I work and wouldnt be home until 4:45pm. She proceeded to tell me that she would have to resubmit the ticket and try to accommodate this time. BUT it would be another week for sure and even then no guarantee about delivery time. Could they not have called before 4:30pm to discuss delivery for the next day? I asked for the store manager and district or regional manager names. She could only give me the store managers name. I called and asked for the manager by name. I was put on hold for 15 minutes. The same boy came on the phone and said that he couldnt find the manager; he didnt know if she was out for a late lunch or what; but wondered if there was anything he could help with. I left my number, my name, and asked for him to let the manager know to review my case before she called so she was somewhat filled in. I also said that it was really important and that I needed her to call me back before the store closed. She didnt call. Ive lost any hope that this is going to end even remotely well. I will continue to tell my friends, family, co-workers....how they should not buy from Ashley Furniture. I cant get my money back;I cant get my $400+ chair, but their reputation is the one thing that I have some control over. So friends, take note.
Posted on: Wed, 09 Jul 2014 02:54:04 +0000