I purchased two children's bedroom sets and a sectional from Ashley Furniture in August of 2012. The total price was over $5,900. I paid half down and the salesman said I would be contacted when the furniture was in. When I called I was told my furniture was not it yet. The salesman often did not return my calls. In December I called to find out that the saleman was fired. I then got a manager who told me that the furniture was sitting in the warehouse since September. Not a good start. I paid the balance and they deliver the furniture in late January. One bedroom set, which was in white, has paint runs and chips to the wood. The delivery guy refuses to take it back and says that they will send out a tech to repaint it and fill the chips with wood filler. I refuse and the dispatcher tells the driver he has to take it back. The other bedroom set is falling apart. The driver gets out wood glue and tried to put it back together. He tells me that set too will need a tech. I insist they take that one back as well. The sectional is in good shape so I keep that piece of furniture.
Additionally, my walls were scraped in three different spots and they put a hole in one wall with the bed frame. I now need to have a painter come in at my own expense. They also dragged the beds across hardwood floors putting heavy scrapes in the floor which now need to be sanded out and recoated. To add insult to injury, I gave cool drinks to the delivery people. They left the empty cans on my front lawn. This is how customers are treated?
Now I try and get a refund. Initailly Ashley does nothing. After I call Chase to put the whole fiasco in dispute, a manager calls to try and resolve the issues. He tells me that the way the salesman configured the trundles for the beds, they wont fit under the kids beds. The salesmen sold me more expensive trundles which are too high in height. They tell me they cant actually give me replacement furniture. Eventually they refund $3,700 of the more than $5,900 purchase price. The sectional was only $1,551. They claim there are over $700 in delivery fees, taxes (which are only $100) and a protection plan which I never wanted or asked for. I disputed the charge with Chase and Ashley gave them the run around. For over two months Chase has gone back and forth to try and get a refund and the rep at Chase says that they get double talk as well.