Ashely Furniture Homestore

Here is a letter I sent Ashley...
So let me start this email about the horrible experience that we have had with Ashley Furniture a year or so ago when we bought our bedroom set. That experience was not fun as the customer service person was very unprofessional. First my name in your system is Keith Svendsen rather than my actual name which is Derek. Not a big deal just an error on her part. The second thing was when she said that she didn’t want to ask her manager anymore questions because he was in a "bad mood" that day. She sold us Bunky Boards for our cali king bed set telling us that since we wanted a lower bed for our dog to get up on it, that these would work. They did not. The mattress sagged in the middle since the boards were lower than the frame. We asked Ashley to see what could be done, we were told NOTHING. She excepted the delivery. It is yours. Ok, we ate that and had to buy new box springs. Fast forward to a year or so later. We started the process of buying a home and did some shopping for our furniture. We came in and was helped by a wonderful sales person. We walked out that day furnishing pretty much the whole house. $9,000 worth of furniture. Covid-19 happened and our closing got extended for 60 days. In that time, I rescheduled our delivery day several times (with Canda out of Colton who is the best thing you have going for you in my opinion). I was put on a dummy date and was told to call when I had a move in date. I was then contacted by the store saying I needed to come in to submit the financing on the order. This then took all of my purchases and put them back into your inventory. When I called to get my delivery, A LOT of my furniture was no longer available. Again, Canda worked her magic and got me everything she could. Fast forward to today and I am told again that my furniture will not be completely delivered until the 10th of August. THIS IS UNACCPETABLE!!! Now to mention the delivery of the furniture. I had three pieces of furniture that were damaged enough to send them back. I was told by the delivery person that that is not how its handled. They will send a technician to fix the problems and I will receive a phone call on the next business day. I did and the tech came out a few days later. The tech arrived and with what he saw, one of the pieces he worked on and the other two he did not (except for filling in a scratch on one). I was told that someone would call me to check on the completion of his work and to refuse the three pieces as he thought they should be replaced. He said it wasn’t a big deal as they go to the discount section. I never received a phone call from anyone so I called in about a week later. During that conversation I was told that there was nothing open and the tech had closed the job out as completed. This was not the case. I was told that I would be contacted by a supervisor. John, a supervisor from a Phoenix, AZ number reached out to me and told me had me send in photos and told me he would get back to me within the next day. That never happened. I then called the Colton number and she sent out a technician with the photos that I had already sent. The technician came out and repaired (to my liking) the pieces and had the third piece exchanged. This has been the single worst experience that I have ever had with a company (and I even had Comcast) and it really sucks that we spent over $12,000 with you. I can’t explain how stressful, time consuming and outright stupid dealing with Ashley has been. At this point, we can say we will never use Ashley again and will steer anyone away from them as well.

I made a purchase for the Desma Accent Mirror for my mother for Mother’s Day. I order the mirror the end of April to ensure it would arrive by the time May 10, 2020 came. The mirror came shattered in pieces. I called and made this store aware of it and they said they would send me an email to print and have the delivery company pick the mirror back up at a scheduled time. Well the email never came. My mother got a knock on the door from the delivery company to pick up the mirror. Suppose she wasn’t home? Then, that would have been another issue. So, I called and waited on hold for over an hour to speak to someone this is now the second over an hour hold Phone call. I explained what happend and asked to be compensated for the mishap. The agent assured me someone would call me and give a credit and send another mirror out. I never got a call or the mirror. Three weeks has passed and I don’t have time to hold the phone for hours to speak to someone, so I called back this Tuesday, May 26th. The young lady had me on the phone for another hour+ trying to sort it out. She said the mirror was never re ordered which I figured because I never got that phone call or email. She said she was not able to give me a credit but she will send another mirror out and send me and email confirmation that she did. Well, here it is two days later and no email. I’m an beyond upset and I do not have time to waste to keep calling back. You got the broke mirror back, just send me another one and a credit this is horrible customer service and I have spent too much money with this store!!

I ordered a dresser and your company failed to deliver it even thought it was scheduled. You messed up the delivery for the second time now. The first time and second time you scheduled delivery, I received a text and confirmation and yet you never delivered the furniture I purchased. When I called back for the second delivery you customer service hung up twice on me. You said you didn't have a delivery scheduled once again. I've received delivery confirmation from you company twice and now if feels like I can't get any help other than you team wan'ting to schedule a third delivery.