On Saturday June 4 My mother and I took a 40 mile trip to the new Ashely Furniture Homestore. On that day we purchased a Coffee Table, 2 End Table, Dining Room Table with 6 chairs, the matching hutch, a workstation for the kitchen, Dresser with mirror, 2 End Tables 2 matching pewter lamps and a Califorina King bed. On that day we left the store with a delivery date of July 5. On that same say I had realized that my order form stated I had ordered a Queen, not a California King. I immediately called the store for them to make the change. I was then informed that I need to sign paperwork for an order change.
Debbie in customer service that that she would have the paperwork all ready and set aside all we would have to do is read and sign.
As a result of illness and work schedules my mom and I were able to make back to the store. I asked Debbie if it were possible to complete this transaction by fax using my mom's driver's license which they already had a copy of when I completed the paperwork for the finacing of my furniture. She stated that I had to come into the store.
I was finally able to make it back into the store Wednesday June 22. We were informed that the computers were down and they would be unable to process the order change and additional financing required.
I explained that Debbie placed the paperwork aside. Long short 3 1/2 hours later we left the store with a successful order change.
Debbie, the customer serivce rep pI was speaking with, asked that I give her a call first thing in the morning to receive a delivery date. When I told her that I was already given one for July 5, she chuckled and siad"no, you had an order change, that means that nothing was processed for your order". Not one person ever stated that, I was under the impression that the set that one item aside.
I called debbie first thing June 23, @ 10AM and received a phone back @ 6PM on June 24. I was then given a date of July 14 and inforned that the delivery company will call the day before to schedule a time. At this same time I was informed that my bed was on back orde and expected to be in the warehouse by the last week of July.
Well, Thursday July 13, came and went no phone call. I placed a call to the delivery company on Friday, and was explained my order was never submitted for delivery. At this end of this phone call I had a delivery date of Wednesdy July 19. My furniture was beatiful. But no bed!
So I waited. The last week of July came and went and I waited. The first week of August came and still no phone call for delivery. Do once again I called the delivery company to be informed my order still was not ready. I then placed a call to the Customer Service Center in Hasbrouck Hts, NJ where I spoke with June. She explained that the headboard and footboard were available, but not the side rails. They were expected in the last week of August.
I expressed my anger and frustration to June, she reffered me to Andrew, the store mangager in Middletown. He was sorry for my situation and offered to waive my delivery fee of $80 and lend me a metal frame. I explained I had no way of transporting a metal fram for a California King. No answer. Just am sorry's.
I continued to wait through the month of August. Yet again the last week of August came and no phone call for delivery, not very suprising, now is it!!? So you got it I again started placing my phone calls, except this time I went straight to the store manager for an explation to my sitatuion. I was informed by Customer Service Rep Anthony, that there were no managers available to talk with me, that occured for two days in a row, August 30 and 31.
On August 31 Anthony said that I was to expect a phone call no later then Tuesday September 1 by 5PM. Of course there was no phone call made. Yey again, I placed a phone call to Anthony, I voiced my frustration and requested and explaination and none given except "am sorry". He explained that he needed to confirm with the store managers to see how they can best handle this sitauation and he would call me on Friday by 5pm.
So Friday came and guess what I got a phone call with the news that the best they can offer me is delivery the last week of September. I was assured all the pieces required to put the bed together would be available by that date. I was then told to ofollow up with a phone call to Customer Service in NJ. I spoke with June again and she informed me that the side rails were still no in the warehouse as of Saturday September 10, there was and expected arrival into the warehouse of September 24; that was not guranteed.
I have since filed a complaint with the BBB, written a letter to Ken, no last name given, who is the director of sales. I have no been offered any exchages or refunds. When I inquired I wa told I would have to actually place the order before I could be provided with that information. So here I sit waiting, waiting and more waiting for my bed!!
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