Ordered office and bedroom furniture 21 Jan 06 for approx $8,400. Delivered 27 Feb 06 and this ordeal begins. Anything that could go wrong did. Bedroom set had hardware for king bed missing and therefore the bed could not be put together. The office furniture order was missing two pieces from the order. Additionally, the office/den furniture (8-piece Charleton series) had so much damage to all the remaining pieces, it did not at all look "new" as per the written guarantee from Ashley. The table top had such extensive damage that I had to refuse delivery and the desk hutch had extensive damage as well but the delivery folks still downloaded off the truck telling me that the damage, though extensive enough that a shelf fell off and had a hole in it, would need a "repair eval" Also, the delivery folks did not put together because of two pieces missing. Not to mention that the delivery service arrived 1 hour and 45 minutes late and with insufficient people (only two) to carry the bedroom furniture up the second floor to my house. ( i had to assist them/ yes I carried the furniture into my house)
Called customer service very next day to report all the discrepancies with the delivery (per the instructions and asked that at the very least send someone out with the hardware to put the bed together so I could sleep on it. Was told that it would have to jive with delivery schedules to our area (???) After hearing this, I knew this was not going to be resolved anytime soon. I insisted on the following:
a. Refund of my delivery charge ($69.99)
b. Additional credit of $39.99 for late and insufficient delivery folks (this is what I would have been charged if I was not home to accept delivery)
c. Credit of 30% for price of the office furniture due to lack of pieces/damages/loss of use and time lost for waiting for replacement pieces (anywhere between another 4-6 weeks) It would have cost me 30% restocking fee to CANX this order. So I felt holding them to the same standard would be reasonable.
d. Immediately send someone out with hardware to put my bed together or tell me where to get it and I would do it myself.
Got transferred to a customer service manager (Stephanie) who arranged to get someone to my house (this happened a week later) ordered the missing pieces and promised to work on compensation issues with management while awaiting my missing/replacement pieces.
To make a long story short (because most of my experiences has already been addressed with other disatisfied customers) It is now 3 weeks after delivery and here is the status of my order:
Of two missing pieces -- one in warehouse another awaitiing delivery to warehouse next week.
Item refused due to damages -- replacement in warehouse
Item needing replacement due to damages -- awaiting order into system which will happen in 7-10 days and another 4-6 week wait for delivery in warehouse.
Items awaiting in home repair -- awaiting repair person scheduled for 21 MAr 06.
No credit for delivery charges/no additional late credit for delivery and now the management run around for the 30% credit on purchase price of the den furniture. Add to this the incessant waiting for call backs and broken promises to update on status and you can see that I am as frustrated as all the other complainants on this forum for Ashley Furniture. I have tried the Store manager route and he too is always "unavailable" and does not call back when a message is left.
For those considering a furniture purchase, please take note of these complaints and the locations because as you can see its not exclusive to a single store or person. I know this will not be resolved anytime soon and am in for a rough road, but hopefully this can prevent someone else from travelling down this path. tStill hoping that Ashley or a caring member of management can fix these issues for me.