Complaint / review text:
On January 17,2011 my husband and I went to Ashley Furniture in New Braunfels, TX. There we purchased several itemsSectional Sofa, Queen Headboard, Queen Footboard, Bed Rails, Dresser, Mirror, and Nightstand. On the first day the furniture was delivered February 11,2011 the dresser and nightstand were defective so I refused the delivery on those two items and I called customer service to send out replacements. When the replacements arrived they were in worse condition than the pieces I originally refused. I was living in San Angelo TX at the time so I told customer service that I was moving to San Antonio, TX so when I get to my new place I will ask for a new replacement. Customer service informed me to keep the items and when I was done moving they would send out a technician to try and repair the items. At the time I was Moving. So the furniture would have to wait until I got into my new home. Do to delivery will not come on time. On February 26,2011 as I was assembling the bed (floorboard, headboard, rails) the floorboard and headboard were both king size when I ordered a queen size set. Customer service was contacted and notified about the bed set and I also reminded them of the dresser and nightstand situation and how they planned to send out a technician. March 3,2011 Ashleys customer service contacted me and told me that a technician was coming out that day to my residence to try and repair the marble on the dresser and on the nightstand. The technician did a horrible job because after he was done their were water streaks all over the marble on the dresser and the nightstand. I have contacted customer service several times (from March-June) and each time they send out new pieces as replacements unfortunately each time they send a piece out it is in worse condition than the piece I have with the water streaks on the marble. One example of defective delivery is March 10,2011 I received a delivery for the two pieces (dresser and nightstand) the dressers marble was chipped but the nightstand had a broken wooden piece (as clear as day. The drivers (Ceasar and Alex) informed me that they were instructed to go ahead and deliver the defective pieces anyways because I as a customer may or may notice. I immediately called customer service and the drivers spoke with the customer service representative and informed the person of the situation.in the month of May customer service told they were tired of sending out replacements and wasting their time and they were not going to send out any more replacements instead they would take the pieces I have and try to repair them again. When they came to pick up the pieces I overtly marked both pieces and let the drivers know that I was marking the pieces to make sure I would get the same pieces and no one tries to do a switch and deceive me.
Last week July 8,2011 I drove down to New Braunfels (1hr and 25 min from where I live) and the pieces they were supposedly repairing were not the ones I had marked. The dresser they showed me had a big crack in the marble which a representative (Robert) was arguing with me stating that is how marble is and that its natural and to add insult to injury the dresser was not the one I gave them, a technician had to come out and validate my claim that the crack was not natural and should not be there. Realizing I was getting nowhere with Robert I spoke with another representative which told me the original dresser was un repairable so they were giving me this new piece, when that representative left another representative (Chris) told me the reason they are giving me the new piece was because they lost/misplaced the piece they took from my house. Lastly the nightstand was untouched with the exact same defects it had when it left my with the exact same defects it had when it left my house with the added bonus that the gloss/shine was stripped off the marble. I was there for 5 & hours. This have taken a lot of time away from doing more important things. Every time they came to my home I have to wait 3 to 4 hours. They have come more then 13 times. Now today they came to deliver the nightstand I had inspected and markad with name. But they come with a nightstand that was not marked and the legs were dragged on the truck. I'm sick of everything.