Golden Value / Ashley Furniture HomeStore of Baxter, MN has the worst customer service I have ever seen. The company's management is in disarray because its owner is never around and relies on incompetent people to run his store. Not only are the General Manager and Warehouse Manager / Customer Service Manager not interested in solving their terrible customer service problems, the company has gotten rid of numerous employees and managers for trying to address company problems and for being injured on the job. When they get rid of these people, they deny them benefits such as workers compensation and unemployment and refuse to pay them the commissions and hourly pay that they owe.
Customers are often delivered damaged products and forced to wait months for repairs that are at best shoddy workmanship. Numerous customers have had to call 20 to 30 times leaving messages before they could even get a return phone call or a repair technician to schedule an appointment. Even after getting this feat accomplished the technicians often cancel the appointments at the last minute or just don't show up. When they do show up, they can rarely fix the damaged furniture. (This shouldn't be surprising because technicians complete less than two weeks of job training.) If you're one of the lucky ones, you may be offered a 30% discount or an in-store credit to keep your damaged furniture as-is. This happens to numerous customers.
If you want to return your damaged furniture, you can do that for a one time re-select or in-store credit. If you want your money back and don't want to pay their 25% restocking fee then you are in for a fight. I have seen it done in a few extreme circumstances, but good luck.
Quality of the products which are almost all made in China, Vietnam, Malaysia and Mexico is well below average at best. Most wood furniture is marketed as oak or solid wood but they are not. They are mostly all laminates, veneers or Asian hardwood which is soft and warps easily. The finishes put on these woods are very thin and do not hold up. Some customers have reported scratching the wood finish with their fingers or plastic utensils. In fact most of the store's floor samples are scratched up (look under the strategically placed accessories for the damage). Upholstered furniture isn't much better. Staples often pull out of the soft wood frames and reclining mechanisms are inexpensive and don't last. You can add fabric protection if you don't mind paying the company to make an extra 85% profit.
Hopefully you'll get more than a just a warranty.
I am convinced that these people are only interested in making money. They do have some good people working at the store, however they are powerless to help their customers. Management has actually given them a scripted response for customer complaints and told them not to inquire about repairs after making an initial request for service. This store is so screwed up that some of its investors are Ashley Sales reps that sell Ashley furniture to other stores in the same town! What business has owners that also make money by equipping the competition in town to take sales away from the business? Do yourself a favor and just go elsewhere.