My experience with Ashley Furniture started with bad customer service an ended that way as well. I spent Labor Day wknd shopping comparing the sales at all of our local furniture stores. During my first trip into the Ashley store I inquired about the Ellington furniture group. I asked the sales woman if it came in any other colors and if it came with a chair and a half and ottoman rather than the loveseat that was displayed. She went to check and I waited at the furniture display for 20 minutes. She never came back. I found her on the other side of the store talking with another associate. I asked her if she had found anything out and she said the group did not come in any other colors but did come with the chair and ottoman. The price was $449. I asked if that included the ottoman an she said yes. I left the store to compare prices at another store, and then returned to Ashley a couple hours later. This time I waited 45 min and was never greeted or asked if I could be helped. My husband waited at the back counter to try and find someone so we could make the purchase. I personally was ready to leave without making a purchase because I feel that you should not have to track someone down to take your money. We then told a new associate (Brad Adams) that we were ready to buy. We showed him the group we were looking at an explained we wanted the chair an ottoman not the loveseat. He said he would look up the item to verify that it was an option. We did our paper work and bought the protection plan, the price was the same: $499. We even double checked with him, reinterating that we did want the ottoman. But again, we were told it did come with it. Two weeks later our furniture was delivered minus the ottoman. When the delivery men called the store they said the ottoman is a separate piece/price. I was livid! I spoke with 2 different people at 2 different times and was told the ottoman came with it! After making a trip into the store to speak with the store manager Dennis Browning, I was told that Brad was new and everyone makes mistakes. When asked what he could do, I told him I only wanted the ottoman which I thought was included in the price I had paid. He said there was no way to just give me an ottoman but could sell one to me at 30percent off. He said that seemed very fair. I'm sure that did seem fair since then he would be getting another $200 sale from their mistake. I explained the service I received when in the store and coupled with this problem and llack of fixing it, I did not feel I was being treated fairly. He then said he could sell me the ottoman at cost and I explained that based on my experience I did not want to spend any more money with them. He said he would return the chair if I no longer wanted it without charging me a restocking fee (how generous) and I could pick out another item and they would sell it to me for the $499 price. I explained that I only wanted the ottoman an would return the whole set if I could get my money back, but of course you can only get store credit. I chose the loveseat to replace the chair, but I am not pleased. I not only received poor service but spent money at a store I wish I hadn't, was inconvienced, and will now have a piece that I really don't want. So much for fixing your mistakes. Dennis gave me his card and asked that if we came back in to ask for him and he could make me a really good deal on my next purchase. I will never shop at that store again. Had my problem been fixed and handled in a more professional way, maybe I wouldn't be left with such a bad taste in my mouth.
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