Michelle

We have had nothing but issues since purchasing our couch, ottoman and 2 bedroom sets with Ashley Furniture. We had a delivery date set up for April 17 for all of our furniture to be delivered, we called in April 15 as we hadn’t gotten any notifications of delivery and were told that the delivery date was not input into the system and the earliest we could get our delivery was April 19. They then informed us that we would only be receiving our couch and 1 bed frame. We paid for the white glove service, and when they showed up on April 19 the delivery guys told us that they were unable to provide the white glove service and to call customer care for our money back(Which we still have not received). We went to set up the 1 bed frame that was delivered and they delivered the wrong rails. It took me weeks and multiple phone calls and a video call to get it sorted out. A month later we finally had the rails. The ottoman was delivered in May with a stain on it and we are waiting until mid June for a technician to come and repair it. We had a delivery of our missing items on May 18. As they were bringing the dresser upstairs they set it down on our stairs to turn it and scratched our stairs as we were right behind them watching them do it. The delivery guys apologized, took a picture and told us to call into customer care to file a claim. I called in right after they left to put our claim in. After waiting an entire week, On May 25 I received an e-mail to let us know that our claim had been denied as the delivery team told Management that we were the ones that scratched the stairs. I called into customer care and not one person will transfer me through to a manager. I called in to have the claim re-opened. I am disgusted with the lack of Customer Service from Ashley Furniture. I called in June 7 to get an update on my claim and apparently it was denied on June 3. Not one person tried contacting me to tell me it was denied. The transportation team made up a story in order for them to deny it. Ridiculous. Take accountability! They twist your arm into paying for white glove service and when something goes wrong they don’t have the common decency to own up to it. I would never waste my money on white glove service again when the delivery team can’t take the accountability to own up to the damage they have done. I would never purchase anything from your store again and will be advising anyone I know to save theirselves the trouble and not order from Ashley Furniture.