I too ordered a whole set of furniture from Ashley Furniture and I recieved damaged furniture. Two pieces of the set were damaged, but a few days later one of the chairs that was okay when delivered broke. My husband simply fell through the seat. One of the pieces that were original damaged on the first delivery was damaged on the second delivery.
Each and every time I personally went down to the store to complain in person. I tried to phone the customer service department but could never get through. Someone in the store said they would forward my complaint and the Customer Service Department would call me back. They never did. But I did find out on my next trip down to the store that they just assumed they knew what the problem was. This gave me the impression that they had had many complaints. One that they didn't have time to answer the phone. Two that they couldn't get around to call me back. Three they had dealt with this complain so many times that they knew what was wrong. But they didn't, because they never talked to me. So weeks later one of their sales managers, a Mr. Scott, came to my home to look for himself at my chair. Then he saw for himself that the custome service department had it all wrong. And another new chair would have to be ordered. I have to tell you here that Mr. Scott was the only person in the store that I did get any service from. And for an employee to go to someone's home is way above and beyond the call of duty. But he's working for a bad company I'm sorry to say.
I did get a phone call in response from a Mr. Escalante, whom I was told was the manager of the rental store that works with Ashley Furniture Company there at the Superstition Springs store, that he would give me another few months on my same-as-cash deal originally set up on my purchase.
Now to my present complaint with the company.
I cannot get a proper statement from the company telling me what I owe them and how much I have paid to them with a balance. All I recieved that my husband got when he went down to the store was a copy of the original contract with a balance due on the last page for each item.
Why can't I get a statement that is understandable from them?
Why are there three contracts when I purchased the furniture all at the same time, from the same store, from the same manufacturer?
Why do I owe them so much money still?
How did they calculate the amount that they say I still owe them?
I have sent a letter to Mr. Escalante asking these questions on 4/6, but I have not gotten an answer yet. What do I do now?
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