I am writing this letter today to inform you of my more than unpleasant experience with your Burbank store and delivery company. My husband and I came into your store on July 3 and purchased a sofa, chair, ottoman and sideboard. I was very pleased with the service I received from your salesperson Rob. He was very attentive and worked well with us to find a nice set that was not even displayed on your showroom floor. We were told that one of our pieces would be backordered and we could have delivery of our items on Monday July 25th. Saturday, July 23rd, we received a call informing us of a 4 hour window delivery time (2pm to 6pm) for Monday. At about 3pm, we received a call to inform us that the deliveries are running late and will not be there until 7pm. Then at 5pm, we received another call to inform us of yet another 2 hour delay. We were told this delay was caused by the current delivery being a large amount of furniture and they had to take pieces apart to bring them into this persons home. We agreed to a 9pm delivery because we had already cancelled our dinner reservations and would be home anyway. We could not reschedule this delivery because we could not afford another “4 hour window” of our time waiting for this delivery.
The delivery men finally arrived at approximately 10:00pm on Monday evening. We spoke to the men and they informed us that the prior delivery was so large, there wasn’t enough time given to make all of the deliveries in that day. They had been running late all day. It is unfortunate that they had to stay out so late, but I was expecting my furniture between 2 and 6pm. We also noticed that everyones furniture was covered with old mattresses that were picked up earlier in the day. These items are supposed to be wrapped. My husband spoke with the Rob, the salesman, and was told that a manager would call us tomorrow, Tuesday.
So, I finally have my furniture and I notice the seam running down the middle of the sofa is not sewn straight. It is obviously defective. I told my husband when the manager calls him, let him know that we need to replace the sofa because it is defective. We wait all day and do not receive a call from a manager. On Wednesday, when we still don’t hear anything from the manager at Ashley, my husband calls to speak to him and leaves a message finally on Thursday he calls again and speaks with Freddie, the sales manager, was very kind and accommodating. He placed the order for our replacement sofa and issues a credit for our original delivery cost. He also states that he will make sure that we have first priority for delivery on Saturday August 6th. A few days before the delivery, they called to confirm an 8am-12pm delivery on Saturday. This was an automated system, so my husband called the delivery company to confirm that we had the first appointment on Saturday morning. They stated that they had no idea that it was a priority and they could only give us the infamous “4 hour window”. My husband called Freddie at the store to see if he could confirm the first delivery with the trucking company. Freddie could not guarantee this time now. As a manger, he should have some control when a customer has a complaint. We needed to be the first delivery because we had already spent 8 hours waiting for the original furniture to arrive and we did not have more time to spend on this.
All we could do was accept the 4 hour window on Saturday morning. At 7:45am, we receive a call that the truck would be 2 hours late! Meaning, 2 pm. After several calls to Ashley and the trucking company, and being hung up on by a woman at the trucking company, we are told they are on the road. Assuming they are on their way to our house for the first delivery, we get a call from the driver saying that he has 2 stops before us and will be there after that. We had already wasted half the day waiting for this truck and this is the point when my husband decides to go to the store to speak the store manager who will not speak to him on the phone. This unacceptable behavior from both Ashley and the delivery company had forced us to reconsider our purchase and return ALL of the furniture we bought. Rather than deliver our replacement sofa, the men were to pick up all of the furniture instead. After several more hours waiting for the pickup, we contacted the store again to find out what the problem was. We were informed that they bypassed our stop and can pick up the items at the end of the route. When they still had not come at 9pm, without any calls, I was furious. The store was closed and they would hear from me in the morning. I had to reschedule plans on Saturday and miss a very important event because of the lack of consideration from both parties.
On Sunday, I spoke with Freddie regarding the "no show", he apologized, but that lack of respect and customer service is rude and uncalled for.By this time I have wasted a minimum of 16 hours WAITING. Freddie told me that there was a truck out making deliveries at the moment (2pm) and they have a very large delivery that will take a few hours. They could then come by my house to pick up the furniture and they will call me when they are 30 minutes away. I agreed that would be fine, as I was 50 miles away from my home and wouldn't be there for a while anyway. 45 minutes later, the delivery team called and said they were at my doorstep. Freddie knew I was not at home and the driver did not call me 30 minutes in advance. I called Freddie back at the store to let him know that the drivers were at my home. Freddie stated that he did not know how long they were going to take (after he already told me that they would be a few hours). He asked me when the next available day for pick up would be and I told him I will be from 6pm to 7pm on Wednesday. He stated that they needed a 4 hour window. I could not agree to a 4 hour window, as I have already spent too many hours on this already. I was then transfered to Armen, the store manager. He rattled of a bunch of canned apologies and included a lie that the truck broke down on the day of the initial delivery. I said I would be home at 6pm on Wednesday for the pick up, but could not be guaranteed a time until they scheduled deliveries.
An Ashley representative called to set the appt. For Wednesday and said they only had between 10:30-2:30 available. I also asked that we be placed on the beginning of the route. This also meant another days missed work. Hoping we could be done with this ordeal we agreed. At 2:15pm my husband called Ashley to find out the location. They did not know and called back at 2:40 stating the truck was once again running an hour late. The truck finally arrived at 4pm. We have now spent 21.5 hrs at home waiting on this trucking company. That’s equates to over half week of work and I am sure whomever is reading this would not like to miss out on that much pay to end up with nothing.
I'm sorry to say I was not displeased with furniture I purchased. I would like Ashley Furniture to know that they have a terrible, outsourced delivery system which reflects poorly on Ashley. This outside company has forced me to reconsider my purchase with Ashley Furniture. At the beginning, I was pleased with the service I received from Freddie who was trying to help my situation, but when a manager does not take control and try to resolve the situation, I have no other thought than one that he doesn't take my problem seriously. There were several things he could have done to fix this from the beginning, but he chose not to. I hope that Ashley takes my experience and comments into consideration and re-evaluates the relationship with the delivery company that has just lost them business.
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