Ashley Furniture Homestore Never Again - Huge Disappointment Tuscaloosa, Alabama

We started our furniture shopping experience in April 2011. We decided the design, material and size of the sectional we were looking for all we had to do is locate this particular prized piece. Our search finally led us to Ashley Furniture, sure I had heard both negative and positive feedback, to each his own.

After we found the perfect sectional, we had the salesperson at the local Ashley store look it up and make sure the piece was in fact avaliable. She stated it was, however, this particular piece was discontinued, they had one left in their Distribution Center. We rushed to place the order. After placing the order the salesperson assurred us we would receive delivery early the upcoming week since the furniture was already in the D.C.. We were pleased at the time to hear that.

Monday, Tuesday, Wednesday rolls around we hear nothing, so we give in and call to make sure that there was no problems. As it turned out, the salesperson did not complete the order, so the D.C. had no knowledge the sectional was purchased and we could not take delivery this week. Needing a couch desperately or my pregnant self would have to resort to lawn chairs for the next two to three weeks, we called the D.C., they said they checked and just received the order but could not deliever, but we can pick up anyday.

We contacted our family to see if anyone can pick our furniture up, my mother agrees and we had another family member loan us a trailor to carry the 9 foot piece of furniture with. The D.C. is located about 80 miles from my home, according to the directions we were given -- which were wrong". -- The directions said to turn left when we were to turn right or vise versa?. We had to stop and get directions from a convieance store. After arriving 30 minutes later than planned, the Ashley Furniture employees start loading the pieces". The employees decide to push the sectional on the trailor instead of lifting it dragging the bottom across the edge of the trailor ripping the back and bottom of the sofa in several places". After picking the pieces off the side of the trailor and show the employee, he stated that its ok we had purchased the protection plan -- it was covered!.

After getting the sectional home we began to inspect the piece and find tears and rips in various other places that while on the trailor was covered with the "plastic wrap protectant"." Giving a call to Ashley regarding our protection plan, they stated for the first 45 minutes that the sofa was not covered because it was discontinued,. After a long arguement over whom was at fault, they finally agreed to send out a technician, to inspect all damage. Four weeks later we were still waiting on the technician.

We again  contacted the store and after talking with the salesperson to report the problem she said the technician would be in contact with us within the week. Never heard anything from them, gave them another call she said they should have contacted us by Monday, that she would send another email. Finally late Monday afternoon they call us to schedule an "Inspection of the damage" it was setup for Wednesday. Finally te tech arrives looks at the damage and takes a few pictures and says the replacement leather parts will be shipped, he will return to install.

The parts finally arrive about 3 weeks later, the tech calls us and scedules an install, keep in mind this is about 8 weeks since we took delivery. He arrives and... you will never guess it.... it was the wrong parts. So the repair is postponed another 4 weeks!!

We finally receive the correct parts and technician comes to install. Since the install we have noticed a piece of the bottom lining is still ripping and hanging down. Which he assured me would have been fixed at the initial evaluation.

In conclusion, I would not recommend Ashley Furniture to anyone. Bad customer service.