ASHLEY FURNITURE

We bought a new sofa bed and paid to have it delivered. We told the salesman that we had an old one that needed to be taken out and he said, "Just give the drivers a little something extra and they'll take it." So the drivers showed up with the new sofa and I told them, "You'll need to take the old one out to make room. I'll give you an extra $20 each." The head guy says, "OK, let us bring in the new one first." They finally got the new one in and up the stairs and set it up and they're getting ready to leave. I said, "What about taking the old one out?" and he says, "We can't, we have to get to the next job." I said, "Well, I'm not signing off on the delivery then because obviously we can't have two sofas in the room and I can't take it out myself." He calls his customer service department and they repeat that the driver is not required to take out the old one. I said, "The salesman told us to just give them a good tip and they'd do it," and she says, "He wasn't supposed to do that." I said, "OK, then we need to return it," and she says, "I can give you a refund but there'll be a 20% restocking fee and we don't refund the delivery charge." I said, "But you're not delivering it because I'm not accepting the delivery. I will contest this with my credit card company." She puts me on hold while the two guys stand around waiting for their orders. All this time, they could have ben taking out the old sofa. While I'm on hold I said to them, "Look, will $50 each do it?" Um, OK, yeah, that works. So finally for an extra hundred in cash (less than the store would have charged us to "restock") we got the old sofa out of the house. Meanwhile, I'd hung up on the store while on hold and 20 minutes later the woman calls back and says, "I can process your refund now." I just hung up on her again.

The salesman had a lot of patience with my husband and me. It took a while to find the right furniture because my husband has a bad back & not all styles are comfortable. The salesman was young but he showed us everything we asked for! He didn't try to sell us something we didn't want just to make a sale. He was very honest. He went over everything with us before we signed to make sure we knew exactly what their policy was. The furniture was delivered without a problem. The furniture is made when you order it, they don't have stock in a warehouse (that's how they keep prices low) so there is a wait. I already had to have a repair done & they came with the replacement without a problem.

She was indeed very helpful during the choosing process of the furniture: offered advice in unifying the living room set that centered on the chaise lounge. Assisted with financial services, arranged the delivery and offered to call for any changes in the delivery. There were 2 separate deliveries scheduled as the chaise lounge will take much longer to manufacture therefore, if I had wanted all together, I'd have to wait until the chaise lounge is done. That was March 10 2007. The chaise lounge was scheduled for May 1 all the rest March 30. April 27, I got a call informing me that they have discontinued the chaise. I had to speak with 2 managers to have the chairs returned. The personnel that was supposed to call me to arrange the pick up date for the chairs did not call at all and I had to keep calling them. They finally made a schedule for me, and the guys did not show up. Then I was informed that somebody changed the data in their system.