Complaint / review text:
When we decided to buy from Ashley Furniture, we thought that we were doing business with a good company. However, we have found out the hard way that their customer service is HORRIBLE!
We purchased a bunkbed for our daughter in June, 2005. It did arrive in the 4-6 week time limit, end of July, 2005. (At the 6-week time frame) When the delivery people tried to put the bed together it was discovered that on one of the end boards the holes were drilled incorrectly. (They were too low) The deliverymen said they would call it in and a customer service representative would contact us and come out to look at it. We were called that afternoon and the next day a representitive came out and said that he would order the replacement piece for the bed.
This is where everything went REALLY BAD!!! After three weeks of waiting on the part, we recieved a phone call from Ashley Furniture's Customer Service department stating that the bunkbed had been discontinued and we needed to come in and choose another one. I went in and discovered that it had not been discontinued, but that the item number had changed by 1 letter.
Apperantly, they could not read the computer. The store manager called the CS dept and got that fixed. After waiting yet another 4 weeks with no contact, I called the CS dept directly and was told that the items were backordered and they didn't know when they would be in. I spoke with a manager who was very rude and did not seem to want to help me.
Another 2 weeks went by and I called again. The CS rep that I spoke to was very rude and untrained in CS. She could not help me, so I asked for a manager. The CS rep would not let me speak with one. I continued demanding to speak with one. I was put on hold for over 20 minutes when she finally came back on and stated that the manager could not speak with me but would call me back after 3 pm that day. (This was all handled in a very rude manner) The afternoon came and went with no phone call.
I called yet again 2 days later and was told that my items were going to in that day or the next day. I asked that the people who would put the bed together to come out the next day to take care of the matter. I was told this was impossible even though this was the end of September and I had waited 2 months for this to come in. Again I asked to speak with a manager and was denied.
I then started trying to find a person in upper management to help me in this matter. I finally spoke with Bruce Swink who reports directly to the franchisee. He said that he would look into the matter and respond. He did call back and said that he was trying to get the items to me (which by the way had not come in) by the end of the following week.
I spoke with him on a Saturday and we spoke again on Monday. He then said that he had spoken with the owner and they decided to reorder us a complete new bed and we would get it ASAP.
Two weeks ago the CS dept finally called to say that it was in and wanted to schedule a delivery time. (They left a message) I tried to call them back the next day at least 5 times and was put on hold for over 30 minutes each time with no answer. They called again 2 days later and I told them I wanted the items delivered the next day. I was informed again this was not possible even though I had been waiting since July for the bed. (Again, very rudely) They called after hours where I could not get in touch with them and when confronted with this was very defensive and rude)
I then spoke with Ms. Swink again and he came back and said that it was impossible. You would think that by this time my order would be red flagged and the CS dept would make every effort to accomodate me). I am now still waiting on the bed. If it doesn't arrive by 12:30 pm. They can have the bed back and I want a full refund of my money - not store credit.