Ashley Furniture Home Store a/k/a Sammy Furniture

I have never written an online review in my life but this place has been so mind-boggling terrible that I had to share my story.
I would give zero stars if it was possible but since it's not, I guess I will go with just one star... The incompetence, lack of customer service and lack of professionalism with this store is staggering. Since the moment I left the store (it was toward the end of August 2016) it's been nothing but disappointment after disappointment. It's like this store knows it sucks but no one there cares to do anything about it.
I should have known that this place was going to be awful because when I walked in, I walked right past 3 salespeople and not one of them offered to help me. A few of them didn't even acknowledge me. It was the middle of the day and hardly anyone else was in there and these people were not with other customers at the time so a simple "hello" wouldn't have killed them. Also, I went in there on my lunch break from work and was dressed professionally in a suit, so it's not like they could have "profiled me" and dismissed me on the spot. Not saying that's right, I just know that can happen.
When a salesman did finally approach me he was friendly and fairly helpful, and to his credit he did not pressure me at all. I ended up purchasing a sectional (date reminder: August 20-something, 2016). The salesman told me that it usually takes 2-6 weeks for delivery but to expect my items in no more than 4 weeks. So after two weeks I called back and learned that my items were now not going to be there until the end of Sept. No big deal... that's six weeks, right? So then after no follow up from Ashley for another 3 weeks, I call back and they told me my items were not going to be there until the middle of Oct... And I got pissed!
After a back-and-forth with a manager (well... she claims she was a manager but it turns out she is not actually the manager) my items were magically going to appear at the warehouse on Sept. 29th. I talked to another person who claimed to be a manager (turns out he is not a manager either) and he told me it would take 3-5 days for delivery and my item would be in my house by the end of this week.
It turns out he was also wrong and now they claim my items cannot be delivered until the middle of next week at the earliest.
Now, I understand delays happen but what I cannot accept is the lack of customer service or broken promises. At no time was Ashley Furniture the one who reached out to me. I was the one constantly making the phone calls. I don't think that I would be nearly as upset if they were calling me and updating me throughout the process. To have zero follow up is completely unacceptable and utterly baffling.
And the broken promises are equally upsetting... I was expecting my furniture to be in my place in around 4 weeks. It's going to take 8 at the very least. I was told that when it got to the warehouse it would take 3-5 days for delivery. It's going to take at least 10. It's not hard to do the math and see that both estimates doubled. How does this happen?
Again... it's like this store know it is terrible but no one does anything to make it better. They do not deserve the 1-star rating that it currently has. They deserve so much worse. If I were Ashley Furniture's corporate headquarters I would fire everyone in this store and just start over. It can't get any worse and you hope it would get better... but after reading the other reviews it sounds like it is going to be same old non-caring, under-delivering, infuriating staff for years to come.
My advice: Read the other reviews on this website and then go anywhere but here. I'm not going to say don't go to another Ashley Furniture store all together, I'm just saying don't go to this one. It's truly awful.
If you want new furniture, constant headaches and disappointment this is the place for you. If you want to be treated like a customer that someone cares about go anywhere but here.

After the customer contacted us, we called the customer and left him messages to call us regarding scheduling a service technician to service the merchandise.  Customer never called us back.  Customer is now 7 months out of warranty.

We acknowledge the merchandise ordered took long to deliver, the reason being the merchandise was on special order and only came in via container (which the customer is well-aware of). The merchandise finally arrived and was delivered to the customer's home on June 19. 14 out of 15 pieces...

of furniture were delivered (all items except for a footboard - which has arrived as of June 28 and is ready to be delivered). Customer has disputed charge ?after having already received a delivery. We will obviously dispute the customer's dispute considering delivery has already been made.

Absolutely no fraud was committed. As promised, we have sent a tech. out to inspect. Tech. found that there were in fact damages, necessitating a replacement of the loveseat. We also found damages on the sofa which we will order parts to have replaced.

Upon review, the company has determined that the reported claim is not considered a manufacturing defect. Therefore, we will not be servicing the furniture.

From: R.E.C. <
204);">[redacted]>Date: Mon, Feb 23, 2015 at 10:03 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected]
ID [redacted]
This complaint was resolved by the business on saturday.  no need to pursue going forward.
Thank you
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: A salesperson's offer (i.e., "you can buy this chair for $600 and it includes the ottoman" is an advertisement.  See § 59.1-313 of the VA code, which states "Advertisement" shall be synonymous with "offer to sell."  It is in the interest of both parties to settle this matter outside of court.
Regards,
[redacted]

This is false; all advertisements are composed in a strict manner such that they are cohesive with the stores. It is possible that the customer mistook an advertisement from one Ashley store which our Ashley store did not participate in as Ashley stores are independently owned and operated.

Customer was not given the "bait-and-switch" tactic.  A tactic like that would entail that the sales person told the customer to put the money down without the intent of honoring the cancelation policy.  This is not the case.  We never told the customer that they can no longer cancel...

after seven days.  That option remained available to the customer.  Therefore, no "bait-and-switch."   If the customer failed to come to the store, then we cannot be responsble for that.

April 14, 2014
In response to the message from Sammy Furniture, dba Ashley Furniture.I need defined clarification as to what is meant by the offer of a $50 gift card for the extended period. Does this mean that I will still be charged for the products in question. At this time there is a pending authorization from February 01, 2014 in the amount of $555.00 to the new account with [redacted], This account was opened when I originally purchased the two tables.My second concern is that I was told on February IS, 2014 that once my information was entered into the stores data base, I would receive a call from a store clerk and at that time I could come back into the store pay $100.00 for shipping and schedule a date for delivery. I waited until March 22, 2014 „ no phone call from anyone. I returned to the store on March 22 and at that time was when I requested a refund. It was not until that very day that I was told by the manager, that the furniture had arrived at their warehouse. I could not schedule a day for delivery at that time because I did not have the $100.00 fee for delivery. As time went on and I contacted your office, I received a telephone call from an associate of Ashley Furniture offering me a 10% discount and I could come in and pay cash for the balance due and pick up the furniture or I could wait until after a dispute between [redacted] and them was settled. I agreed to wait until the dispute had been settled. I don’t know why they have a dispute with [redacted], because I received a letter from [redacted] stating that they empathize with the situation regarding my purchase, they are unable to pursue a dispute with Ashley Furniture on my behalf.My question is why is the furniture now back at the store for pick up when I was offered a $50 discount on the shipping and never received a telephone call from the manager or the salesperson that was suppose to be entering in their data system a return of the original damaged pieces and re entering it as a delivery to my home.This is my concern, they agree or suggest to do one thing when it benefit their business and leave me the customer dissatisfied and getting the lesser of the deal. I was quoted that the furniture would be delivered to my home address for a fee of $100.00, Now it is back the store for pick-up.Since they are refusing me a refund, what are my options at this point and time? Are they willing to remove the pending charge and return the furniture to their warehouse? Or offer the same discount in a different way. First $50.00 off the regular $150.00 fee, then a 10% discount of $555.00 and now a $50.00 gift card.Thank you,

The piece will definitely be repaired up to manufacturing specifications. We had to order the appropriate part necessary for the repair. The part has arrived at the customer's home. We have contacted the customer and scheduled a time for the technician to come out and install.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I am not expecting the mattress to depress that early.  Got the bed feb.  3-4 months after,  issues like this occur.  Its a high end and expensive mattress .  I am very dissapointed with my purchased.  Have to deal with all of this.   But anyway,  I learned my lesson in purchasing a merchandise.  Not all you pay is what you get! 
Regards,
[redacted]

[To assist us...

in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  Its the wrong part..  Try again!!
Regards,
[redacted]

[To assist us in bringing this matter to a...

close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I purchased a couch, chair, and warranty for the couch and chair in 2013.   The couch cost about $700, the chair cost about $400, and the warranty cost about $130.  I went to pick up the furniture at the store.  The manager refused to provide me with an undamaged chair and even tried to charge me a restocking fee for not accepting a damaged product which the store would not replace.  As such, I worked with my credit card company to obtain a refund for the chair and warranty amount as the warranty was for both the couch and chair (the warranty was the same price without the chair and no reduction in cost was offered for only receiving the couch).  The credit card company contacted the furniture store for the dispute resolution which was resolved in my favor.  This matter was resolved via the credit card company and the furniture store for the 2013 purchase.  Over a year later I receive a letter from a debt collector demanding payment for the warranty.    The debt letter had no right to dispute indicated in it.   This is the first communication I have received from the furniture store since this issue was resolved.  I spoke with a lady their Regency Corporate Office regarding this letter who indicated this was not right and she would take care of it.  She asked me to email her a copy of the debt letter.  When I sent the letter, she emailed me back and indicated I have the warranty for the item I have in my home so will need to pay for it.  Where is the chair?  I have complaints regarding this issue with the Consumer Financial Protection Bureau and multiple other Agencies.  The debt attorney will not return my phone calls regarding this.   This is a consumer protection issue.
Regards,
[redacted]

Contract says 2-6 weeks with an additional 2 weeks (total of 8). While we apologize that the merchandise took long, we obviously try to get the items in as quickly as possible. The customer was delivered everything on 8/20 with the exception of the sofa, which has not yet arrived.

[To assist...

us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The product arrived broken in the first place, and after their first attempt to fix it, over several months, it was then delivered still broken and with new/ additional damage to the leather. 
Regards,
[redacted]

Having discussed this issue further with...

the managerial department, we have decided to make more explicit our policies via placing signs our store locations.  Furthermore, we have continuously kept tallies for all the complaints we receive, including differentiating them into various categories.  All complaints are reviewed every month by the CEO and adjustments are made accordingly.  Soon, we will be adding a special complaints line, which will be an extension of our customer service center.We hope this information helps.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:[redacted] Bank has already agreed to satisfy the remaining balance on my card. I will not being doing business with this Catonsville, MD [redacted] Furniture location in the future given the blatant lack of accountability.
Regards,
[redacted]

Absolutely not.. Customer's argument of mattress to prescription medication is a false analogy. We've apologized for the wrong mattress and corrected the mistake by delivering a new one. The customer has been given the correct mattress. Therefore, this complaint should be closed given our successful attempt to rectify the problem.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The total charges they are asking for delivery and pickup would be more than the cost of the mattress foundation. Also, the business told me that they would be charging me restocking fees and that I have to pay for the cost of new foundation upfront - these are the things they have not mentioned in their response. They also gave me the option to drop the mattress foundation at their warehouse but their warehouse is about 50 miles away and the foundation is big enough that I would need to rent a truck to transport it. Overall, they are giving me a hard time and trying to make it as hard as possible for me to get the foundation returned or replaced.
At this point, I am not interested in getting the mattress foundation replaced and would be okay if the business is willing to refund me the cost of the foundation. They should pick up the foundation from my aparmtent - I am okay with the $ 80 pickup fees but I don't want to pay this fees upfront - the business can adjust this fees against the refund amount and they should also not charge me any restocking fees (as I never used the foundation and its in brand new condition). I am willing to arrive at a settlement if the business agrees to these terms.
Regards,
[redacted]