- Report: #1073904
Report - Rebuttal - Arbitrate
Complaint Review: Ashley Furniture
Ashley Furniture19660 Restaurant Row Houston, Texas USA
Ashley Furniture What Customer Service??? Houston Texas
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June 22 – Made purchase of King Bittersweet bed, dresser, mirror, 2 nightstands and chest. From Katy Texas Store. Had excellent service from our sales rep and left feeling great and confident in choosing Ashley. We purchased the protection plan and deliver/assembly. July 8 – Delivery Day. The delivery window was 12pm-3pm. The driver called claiming he was 30 mintues away. Working close to home we left and waited... however the driver arrived and arrived 2 hours after the window. Workers assembled dresser, mirror, chest and one night stand. They did not put the hard wear on the 2nd nightstand and said they forgot the screws for the bed. Delivery driver told us they would return to the warehouse that day and would call when they know they will return. We never got a call. July 9 – Called customer service to tell them the situation. We were told new screws would be shipped to us and they would call when they do. July 21 - No one had called us. We called customer service and were advised screws had been on back order and would ship when they got them. And of course they would call to let us know when. July 22 – Called customer service again as we were nervous the infromation would not be accurate. We were told WE had to contact customer service AGAIN that the screws were shipped TODAY... Ok then why were we told yesterday they were on back order??? hmmmm We asked for a refund of the delivery/set up fee, as we thoguht this was acceptable. And was told they could give us a store discount of 10% and if we wanted more we had to talk to the store. 8 hours later an associate called to tell us the screws were just shipped, and was not aware the original agent had told us the same story. We were also told twice that once we received the screws we could call for a set up if we wished, or could do it our self. Service rep said if we wanted a refund we had to go into the store on our own time and request one. July 31 - Got screws. TWO SCREWS??? and the wrong ones. Went into the store and the manager explained he could not do anythig but call customer service. He was told the screws would be re-sent. August 6 - Got screws. Opened and also the WRONG ONES AGAIN. Went back into store and were told a tech would come to the house to find out what screws were needed to assemble the bed. Store explained they could not do anything to help us with a refund and we had to talk to customer service. Customer service told us originally we had to talk to the store. SO we now have to take time off work again for this to happen, then will again once they finally work it out and come back to finish the job. Completely unacceptable. This is beyond ridiculous. It has been over a month and the furniture is still not set up. If we don not like the bed with the set, we can not return it if we don't like it once it is assembled, as it is past the 14 day window. How do you expect a customer to view the set assembled and return within 14 days if its not all assembled? We were told we could not return regardless of this situation. So if Ashley has failed to get it set up within 14 days WE as the paying customer has to suffer? That is not acceptable. WE were not incompetent in this agreement, Ashley Furniture is. We paid $130 for delivery and assembly also and this was not even offered to be refunded.
This report was posted on Ripoff Report on 08/07/2013 01:16 PM and is a permanent record located here: http://www.ripoffreport.com/r/Ashley-Furniture/Houston-Texas/Ashley-Furniture-What-Customer-Service-Houston-Texas-1073904. 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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