ASHLEY FURNITURE HOMESTORE

People, Don't be a fool I don't know how they got these high customer reviews. DONT BUY ANYthing from not only this store, but any Ashley stores. Customer service is horrible. The communication system is horrible. They missed the delivery twice without notifying. I canceled the order because of that. But They still took the restocking fee. !!!!!!!!!!!!!!Do NOT BUY !!!!!!!!!!!!!!!!!!!!!!!!!!!

Defective products and bad customer service. I ordered a set of furniture from Ashley Furniture Homestore on August 28th, 2017. First: I was charged a shipment and delivery fees of $139.99 that was estimated to arrive at my house on September 20th, 2017. The next day, I called the store to inquire about the delivery fees that was charged since the advertisements on the local paper and TV ads were promoting free delivery for that week until Labor Day when the purchase was over $1,000.00. The sale representative I spoke to answered that they are a Franchise store and did not participate in that promotion. I then called other Ashley Stores in Fairfax and Falls Church and they told me that they do have a free delivery promotion running until Labor Day. Second: The delivery was scheduled and arrived on September 22nd, 2017. On October 3rd, 2017 I called customer service and spoke Carrie to explain that the surfaced polish on the desk was coming out when I tried to clean it so I stopped and did not touch the other pieces. I also told her that chair and the ottoman legs were chipping in several places with some staples falling off from the bottom finish. She asked me to email her pictures of the defectives parts which I did the same day. I sent her another emailed on October 16th, since I did not received a reply. After not hearing from her for the 2nd time I called her again on the October 19th, where she apologized for not calling me sooner. On the October 25th, I received a voicemail from a Furniture service company to confirm service on October 27th. The service person came and inspected all the issues. With a wood maker and polish spray he patched up the chair and the ottoman legs where they were chipping. He also removed a staple that was right on the bottom front of the chair very carefully so he wouldn’t damage the fabric. He tried to fix the ottoman upholster, but couldn’t since a tread seemed to be missing and could not be fixed on the spot. I also showed him the back of the chair that upholster was not properly aligned. He took pictures of all the issues before and after his attempt to fix some of them. He told me he has to report that they needed to order a new casing in order for his company to get paid. However, he will highlight my concerns of having a new replace ottoman as well. I never saw a copy of that report. Third: On November 2nd, I received a voice message from Carrie stating that she ordered the part that the furniture service contractor recommended. I called back and spoke to Danielle to inquire about this order since I was not involved in that decision. I explained to her that I purchased a brand new furniture not a damaged or refurbished furniture. The tags are still on the items since they were received and I needed to reorder (a replacement) item that was not damaged since that was what I paid for. After so many arguments I could see that I wasn’t going anywhere, I asked to speak to a manager. She stated that they were all busy at this moment and that a manager will give me a call back. On November 4th, Carrie called me to inform me that the casing part will at my house on the 7th. I told her that I did not order or pay for a damaged or refurbished piece of item and I was still waiting to hear from a Customer Care Manager since November 2nd. She then answered with a frustrated tone they will not tell me differently and that she told me to schedule a service repair when I receive the fabric. I told her that was unacceptable to have an unused item repair at my house when I purchased a new furniture. The ottoman is seating in my house the way it was delivered with its tag on it, and I request a replacement of the item I paid for not a repaired item. After a heated discussion she asked me to hold and gentlemen by the name of Joe Jackson got on the phone and stated that he was a manager. I explained the whole situation again…bottom line, I purchased a brand furniture that was delivered damaged and I expect them to replace the item not repairing it at my house. He told at first to send him the pictures when I told him that they were on the record file. He told me that he had to review the pictures and will call me back in half hour one hour tops. That conversation happened Saturday November 4th, around 2:32pm…I have not heard from anyone since.

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