ASHLEY FURNITURE HOME STORES

When we got it delivered, we noticed a small crack from the center and my husband did not accept it. But, the delivery guys told us that it is our policy to take a photograph of the damage, send it to the customer service and they will take care of replacing it. So, we accepted it. The customer service also acknowledged the damage. But after that, there is a series of calls going back and forth and now they are have promised to replace it on the 29th of July and we are keeping our fingers crossed until then. But, the shopping experience was good and they had a lot of options. The customer service was not good.

We had a good experience with the sales staff at the show room. We made our selection and had to wait 2 weeks for delivery. The sofa and chair we selected was in California and had to be moved to Las Vegas. The delivery date was set and as stated up front a representative called the day before to tell us the time frame for delivery. The delivery was on time but on inspection the sofa was severally damaged. We called customer service. After waiting on the line for 30 minutes the finally took our call and scheduled someone to come out. The representative who came was very professional but came to repair the sofa. Upon examination he found the frame to be bent, besides the physical damage we saw. He said it could be repaired. We learned that this representative was the person who repairs the furniture. We told him that we wanted a new one because of the condition of this new, never been used sofa. He called customer service with his findings and our request. The representative called us back. They wanted us to have him repair it and if it was not show room quality we could get a new one. The side frame of the sofa was broken and the metal frame was bent, I told them that there was nothing they could do but order a new one that would satisfy me. I told the representative that I went to Ashley because of their reputation and that I thought that this was a waste of time. But to know avail...we were at an impass. My husband then took over the phone conversation and asked to talk to a supervisor. He was put on hold. The representative came back on the line said that a new sofa would be ordered for us, but told us "we had better check the new one out good before we brought it into the house because they would not give us another one." We were called to set up a delivery appoint sooner than we expected. We were given several day choices and as stated before a representative would call the day prior to tell us our time frame. The new sofa arrived in the time frame and the delivery men took very good care of moving it into our home. We are very satisfied with the replacement sofa. I think Ashley could do a better job in up front customer service. I know that they have their job to do but when a customer is very dissatisfied I think it shouldn't take an hour to be convinced that something should be done.

They went to the wrong condo - didn't call me, just left. I called at 11 and asked where they were. I was told to call the warehouse. They told me they could reschedule - for 39.99. Told me to call the store who told me to call the warehouse who told me to call the store. Spoke with Robert the manager and he told me to reschedule. It was 3:30. I called delivery - received recording that the operating hours were 10-4pm, call back during operating hours. I called the store - manager Robert claimed to be working on the delivery. Someone would call me. I never heard from anyone. I missed 8 hours of work waiting for them and they went to the wrong place and take no responsibility. If you buy from them - pick it up yourself. Don't count on follow-up customer service. Don't count on help.