Complaint Review: Ashley Furniture - San Antonio TX
Ashley Furniture Product Delays and Horrible Service San Antonio TX
We have made (2) purchases with multiple items from Ashley and have had multiple issues with both back orders and damage to the items being delivered.
I’ve detailed the issues below:
Issue #1 – Ordered a table and 8 chairs and a sectional sofa. Paid and scheduled for Delivery. Upon delivery only the chairs and 4 out of 5 sections of the sofa were delivered. No table or the 5th piece of the sofa. Based on the missing items we could not use the furniture until the replacements came over a week later. We were told by the delivery drivers that the 2 missing pieces were on back order and would have to be delivered at a later date. No call prior to the delivery to notify us of the missing items or the back order.
Issue #2 – Upon inspection of the sectional couch, a back support on one of the pieces was damaged (cloth torn and wood under the cloth broken). We contacted Ashley to set up a replacement. No follow up to say when the replacement would arrive until we called the store ourselves. It was 3 weeks before the replacements arrived.
Issue #3 – The chairs received for the table were not even to the floor. They wobbled when anyone sat on them. We called Ashley again to have a repair person come out and fix the chairs
Issue #4 – We also ordered a bedroom set. (1) Chest, (1) Dresser, (2) nightstands and were told that the bed would be available the 2nd week of February. We were told that we could not purchase the bed until it came back into inventory. Initially we decided to leave the store since the bed would take over a month to receive.
The store sales person assured us that the bed frame would be available in February and offered to lend us a metal bed frame to hold out mattress until the other frame became available. We have since found out that the bed frame will not be available until 3/27, Not February as promised.
We made the purchase of the matching pieces based on understanding that the bed would be available in February. Had we not been assured of this we would not have placed the order for the matching dresser’s, etc.
Issue #5 – Upon delivery of the Dresser, chest and nightstands, the dresser was not delivered due to being on back order. Again no call ahead to notify us. The chest arrived broken at the foot and was refused. So for this delivery the nightstands were the only items delivered.
Issue #6 – Upon delivery of the dresser (which was now available) a 2nd chest was delivered – again damaged. This time the damage was much worse. The foot was broken in addition to a large scratch down the front as well as the dressers main frame being broken.
We are still pending our chest delivery and have not at this point been able to order our bed due to the lack of follow up from Ashley. We have spent hours of time on the phone with the sales person (angel), the store managers (Alicia, Aaron and Sally) as well as the corporate office. The follow through from Ashley does not exist.
I’ve asked for callbacks and they do not call back after promising that they will call back with updates or to follow up. We’ve had to callback on almost every issue. When trying to contact the store the phone lines either go unanswered or when someone does pick up, the call is disconnected.
I spoke to a female at what I was told is the corporate office and asked her to have her manager contact me back. She stated that she would and I never received a call. I put a review on yelp and a response was received from Ashley with a promise to contact me to discuss. That was 5 days ago and no call.
We’ve called back to the store and asked to speak to the manager who has refused to get on the phone himself. Instead has asks his manager to relay messages to us. At this point we are requesting to return the Dresser, Nightstands and Chest as we will not be purchasing the bed from Ashley based on our experience. We’ve made this requested through the store via manager Alicia and she refused to accept the items stating that they do not do that.
We are in a position in which we purchased these items in good faith based on the promise of receiving the matching bed in February. We were willing to wait until March but based on the lack of follow through from their leadership team, we have lost all confidence I their ability to deliver going forward.
We’ve also asked Ashley (corporate and the store directly) to compensate us for our time in having to be home and take off work for repeated deliveries and due to back orders and repairs. They offered a 100.00 refund which is an insult given that we spent thousands with them thus far. We have no choice this point but to file this complaint with the BBB.
This report was posted on Ripoff Report on 01/24/2020 07:26 PM and is a permanent record located here: https://www.ripoffreport.com/report/ashley-furniture/san-antonio-tx-product-delays-1490842. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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