Ashley Furniture Home Store-Fairborn

On 3 November 2012 we purchased the items at the Fairborn Ohio location, across from the mall. We were really pleased with the display model and the sales people were very friendly and helpful. We weren't really pleased with the delivery time compared to the other places we looked at, but my wife liked the sets we chose and the pricing was average so we decided to proceed. We were given a delivery and install date of 14 November 2012. We recieved an automated recording the morning prior to delivery reminding us of the delivery and priding the estimated delivery time. Around 5 PM that same evening I recieved another call from the delivery department to notify me that they were going to deliver tomorrow, but the master bed is damaged, and they will call me back in another 7-14 days to reschedule delivery. I informed them I would rather just cancel the order and was briefed, "well I guess we could still deliver everything else?" I informed them I already had all of my old furniture out and it was a bedroom set, I'd prefer not to sleep on the floor for 7-14 days and would still like to cancel. I was give the main number for the store, they briefed me this was the 1st they heard of this and would look into it. They promptly called me back and stated the situation had been resolved, they had I guess a replacement part in stock for the damaged bed and would still be good for tomorrow. The delivery folks arrived prompltly and were polite and friendly. They started with the installation of the master bed which was still damaged with a big chunk nocked out of the headboard the size of a quarter (very visable as this was a black bed). They asked me what I wanted to do, send it back and wait another 7-14 days? I called customer service which apoligized and stated it was different damage than what they saw before. Also that they would have the crew go ahead and set up the bed and would switch it out with a new one in 7-14 days. The bed took a lot of work to put together and the damaged area, while pretty bad, was to the back and not too visible, once all put together. I felt bad for the delivery guys, so I told them not to wory about a replacement and we'd just accept it as is. They finished up our room and then put together our daughters bed.The bed looked nice, but they didn't finish it, and left. Immediately after they left, I noticed they didn't install the sliding drawers over the headboard and there were no sliders left behind. I immediatly called customer service who stated the delivery guys couldn't find them, but the store would order them for me to be delivered directly to my house. They also stated "they look simple enough to install on your own, but if you need help let us know." My job for the last 17 years has been in Acquisitions for the Government and I deal with companies all the time. This is extremely poor service and I am disappointed with the quality of merchandise as it was delivered damaged and incomplete. I will not buy from them again and I do not consider this matter closed until it has been satisfactorily rectified. Also, I know I can't prove it, but I feel I was lied to in regards to the damaged bed, so I wouldn't cancel the order. Update: Ashley did come out and replace the damaged headboard and ordered the missing pieces for my daughters bed, which were delivered directly to my home to be installed on my own. It took several months and 3 calls as they didn't know or realize what parts were involved. 1st delivery, just the slider board & no hardware, color boards, or board frames. 2nd delivery, the color boards, knobs, & screws (wrong size). 3rd delivery the color board frame. Note I went to Lowes and found the right size screws on my own as I was tired of dealing with Ashley.

They have well built furniture. Overall I am pleased with the quality of the furniture.