- Report: #163344
Report - Rebuttal - Arbitrate
Complaint Review: Ashley Furniture Homestores
Ashley Furniture Homestores6910 W. Bell Road Glendale, Arizona U.S.A.
Ashley Furniture Homestores Poor Customer Service, Poor quality products, Covering issues and not letting messages and issues get to Corp offices. Ripoff Glendale Arizona
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I was told that the delivery times were any where from 2 to 6 weeks but they were running ahead of schedule and I would probably have the furniture prior to the six weeks. I waited patiently six weeks for the delivery of the furniture. On the seventh week Ashley finally called to say that the furniture was in. I set up a date to have the furniture delivered but was worried that my grandmother who was dying of cancer would pass before the end of the week and I would not be able to accept delivery that day. When I explained the issue to the girl who was setting up the delivery she said well if you don't give us twenty four hours notice to cancel the delivery I would have to pay an additional delivery charge. I was not happy but, I set the appointment any way. My Grandmother passed that week and I made sure I was there for the delivery despite the termoil that was happening in my home.
When the delivery guys arrived they were very nice. They brought in the furniture and set everything up but then quickly left after they took the love seat up stairs. They explained that if I found any defects or damage from delivery to call the store and report it.
After a few days I noticed that the leather love seat up stairs and a slice in it from a box cutter (I have pictures) I also notice that when you sat in the oversized chair that the arm made a weird popping noise and was dented in. The ottoman top kept rolling foreward and you would have to turn it around every few days.
I personally went into the store to file a report to have the Leather love seat replaced and the Chair and ottoman. I also pick up the leather cleaner that was never given to me even Though I paid extra for the leather protection. The girl behind the counter was pleasant and new. The girl I was filing the report with kept having to go ask for assistants to fill out the work order. She then said a Tech would call in a couple of days to set up an appointment to come out. Again I waited and waited. Finally after a few weeks the tech called and we set the appointment. The tech showed looked at the ottoman and said it needs to be replaced and they would repair the arm. The tech stated that a piece of card board in the chair arm came loose in shipping and needed to be stapled back. I thought wow that does not sound like quality but, I went along with it. He then proceeded to leave and I asked him what about the leather love seat he said that was not on his work order and that he could not look at it because I did not schedule it. I did not argue.
I called the customer service department to tell them that the Love seat need to be replaced the guy told me that they would repair the leather. I told them no that was unacceptable that I paid for new furniture not repaired furniture and that the leathers would not match. I argued with the customer service guy for a while and he his response was the same that they would only repair it. I also was experiencing another issue with the sofas and I explained that issue at the time as well. The parachute cords that recline the Sofa and Love seat was only stapled not screwed into the sides of the sofa and when you went to recline it broke the plastic. His response was the same. Our policy is only to repair not replace. I told him that was unacceptable and I wanted to speak a someone higher up he told they would tell me the same thing and would not transfer me to anyone.
I called the Glendale store back and explained my disappointment and issue to a girl named Amela she agree that the leather love seat needed to be re-placed and referred my issues to a girl named Renee that was supposedly in charge of customer service. I called left several message and did not receive calls back. I called the store back and they sent a fax over to her to have her call me. Finally a call comes in the late afternoon.
I finally spoke with Renee two days later and explained every thing. She and I argue for awhile and we came to an agreement that they would order me a new ottoman and Love seat if I agreed to let them make the repairs on the chair but, if I was not satisfied with the chair after the repair they would order a new one. Her and I set up a repair appointment for the chair and parachute cords. After a couple of weeks I received a box with new material for the chair. On the day the technician was suppose to come a box with a large piece of leather shows up. I was in the process of calling customer service when the tech arrived. I was trying to call Renee to find out why they sent the leather and to let her know that we agreed to a new love seat not a repair. When I called the customer service department the recording stated my wait time was 10 minutes. I wait on hold for over 48 minutes no one came to the phone. The service technician could not believe us being on hold for so long. The technician made all the repairs to the chair and parachute cords and had a repair ticket for the Love seat. I told him I would not let him touch the love seat until I spoke with Renee because that was not what she and I agreed to. He then was trying to get someone on the phone to help me. The Technician that was at my house was great and helpful. The second time we waited on hold that day was one hour and twenty minutes. These are the time stamps that were on my cell phones for time. While we were waiting on hold I tried to call the Glendale store. I asked to speak with the Store Manager Tom. The girl said he was with a customer. I told the girl I would hold that I needed to get some answer because the technician was in my house. The girl said well maybe I can help you. .I explained my issues she said oh you need to call customer service that is a customer service issue. I told the girl that would be great but we have been waiting on hold for over an hour. I told her I would hold for Tom. I was put on hold and then about five minutes later I was hung up on. I called back and asked to speak with Tom the store manager a different girl named Amela said that he was not in. I told her you must be mistaken because the other girl said I could hold for him while he finished with a customer. Amela said no he wasn't in the store. I said well some one is lying to me because I know he is in the store the girl just told me he was. Amela then admitted the he was in the store but they could not help I needed to speak with customer service. I explained to her that we were on hold trying to get through to customer service and the Technician and I needed resolution on the Love seat prior to him leaving. The technician then went out side and started calling trying to get someone to help us. In the mean time Amela keep arguing with me and refusing to let me speak with the store manager then she hung up on me again. I still have a phone on hold with customer service. The Technician finally gets a hold of Renee in customer service and she confirms that they are not to repair the love seat they are ordering a new one. The Technician asked that Renee speak with me but she told no you can relay the information to her. Finally Renee did call and confirmed that the order was not placed until yesterday for the new ottoman and Love seat the orders were mis placed. I reluctantly said okay. I felt at the time that Renee was trying to be sincere in helping me.
The day before the Technician arrived at our house a couple of weeks after Renee had said they were ordering the Love Seat and Ottoman a girl calls my husband cell and says that the Ottoman and Love seat will be in six weeks that they will call when it comes in. My husband questioned her and said you mean they are in she said no we just ordered them. He told her no they were ordered over two weeks ago she said no the order got mis placed and they just placed the order it would be up to six weeks before they were in.
I have now waited over 8 weeks for the new pieces to come in and still don't have the pieces. My daughter's bridal shower is this weekend and I still have the bad furniture in my house. I called customer service again waited on hold for 50 minutes for a girl to tell me that the ottoman is in but they were waiting on the love seat. I told that I was having a bridal shower for my daughters wedding this weekend that I could not wait any longer. I ask the girl well at least deliver the ottoman she said that they could not do that. I called the store and they told them I needed to speak with the store manager I was told he was not in I could leave a message for Tom. I told the girl I had left messages in the past and he never returns my calls the girl told me that he only returns calls at the end of the day. I told her I wanted to speak with him she said well he wasn't there. I asked for names of people in the Corp office to help me she gave two names when I called the corp. office. I could not get to the guys because I needed their ext. and when I dialed the 0 for operator a recording comes on and says that the operator is unavailable call is disconnecting.
I call back to the store and act like I am a friend of Tom's the Store Manager and ask to speak with him the girl claims he is with a customer. I said well that's okay I will hold she again tries to get me to leave a message and I tell her no I can hold again she says it might be a while I tell her a again I will hold I will hold all day but I wanted to speak with him. Amanda reluctantly puts me on hold. I hold for around 10 minutes when someone picks up the phone and hangs me up. I call back and tell the girl I was holding for Tom when someone disconnected me. The girl argues again that Tom is unavailable. I told her you are lying because I was just waiting on hold and I would continue to hold until he comes to the phone. Amazingly Tom picks up the phone after about two minutes. Tom tells me that he can not have my furniture to my home before my daughters bridal shower and that I need to understand that due the hurricanes the orders were behind because the foam factory was destroyed. I laughed I could not believe he thought he could guilt me into not being upset with all the poor customer service and lying that I had been through. I told Tom if Ashley had done everything they had claimed they were doing the hurricane blowing away the foam factory would not be an issue because I bought my furniture months prior to the hurricane. After arguing back and forth finally Tom agrees just to give me my money back. I told to him bring the $3500.00 in cash and pick up the furniture. He told me no he would pick up the furniture then issue me a check in 15 to 20 days. I told him no I will release the furniture after he pays me in cash my money. He said that is not how stores work he claimed that if you go to Target or Wal-mart and return something that don't issue cash. I laugh again I said when I returned something to Walmart last week I walked with my receipt the girl asked how did you pay I said cash and she gave me cash. I explained that cash is the only form of legal tender and I have a right to refuse a check and demand cash. I told him he certainly did not have any problem taking my cash. Why didn't you refuse to take my cash if you only deal with checks? Tom said well I will give you a receipt when we pick up the furniture. I explained to Tom that his company has lied and not keep their word on anything up to this point why would I trust him to issue a good check or even issue me a check at all. A piece of paper from Ashley's means nothing to me. Tom and I agreed that he would have a cashier check only issued and in fifteen days they would pick up the furniture and bring the check with them to pick up the furniture. We will see what happens I do not think he will show with a cashier's check.
This report was posted on Ripoff Report on 11/04/2005 10:39 AM and is a permanent record located here: http://www.ripoffreport.com/r/Ashley-Furniture-Homestores/Glendale-Arizona-85308/Ashley-Furniture-Homestores-Poor-Customer-Service-Poor-quality-products-Covering-issues-163344. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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