Ashley Furniture Arlington, Texas / Poor Customer Service, Twice

Posted on Tuesday, June 12th, 2007 at 9:33pm CDT by 7cae7b20

Company: Ashley Furniture Arlington, Texas / Poor Customer Service, Twice

Category: Other

Ashley Furniture Fort Worth, Texas.

In October 2002, my wife and I found a sofa and matching chair at the

Arlington, Texas, Ashley's Furniture store that were perfect for our

living room. We were helped by a salesperson who was pleasant and

personable. We agreed on the price and were assured that our furniture

would be delivered in six weeks or less.

After checking with Ashley on the status of our order and being told

that the order was on time, we sold our existing sofa and love seat six

weeks after placing our Ashley furniture order. The next week we

contacted Ashley's to check on our order. We were told that the

salesperson who sold us our furniture was no longer with Ashley's and

that our furniture was on backorder.

After over eight weeks, we were told by Ashley's that the chair we

ordered had been discontinued and we had to pick out a different chair.

Disappointed, we cancelled the entire order. We swore that we would not

shop at Ashley's again.

Ashley's Arlington store moved locations but was still in Arlington.

While purchasing a HDTV at Con's in Arlington in late April 2007, my

wife and I found a bedroom suit on display that we really liked and

wanted to buy. Unfortunately, when we looked at the tag, it was an

Ashley's Furniture tag that was used as a display for the mattress set.

We contemplated whether we would give Ashley another chance or keep

looking at other furniture stores. After much discussion, we decided to

give Ashley's another chance.

We went to Ashley Furniture in the new store in Arlington and were met

by a salesperson who was helpful but impersonal. The salesperson stated

that there was a sale if we found furniture that we liked, he would

assist us. We purchased a bedroom suit. We agreed to the sales price and

paid thousands of dollars for the furniture. About six weeks later, we

received a bill from Ashley's for an additional $299! My wife called

Ashley's and was told that an employee had made a calculation error and

we owed them an additional $299. I called Ashley's and was given the

same explanation. I asked why I would be expected to pay for a mistake

that an Ashley employee made? I was told that the mistake was a simple

employee mistake and I was expected to pay for the mistake. I told the

Ashley business manager that I had no intention of paying for an

employee mistake but would come to the store on June 4 to discuss the

matter. I arrived on June 4 and was told that the business manager was

not available to speak with me. Another Ashley's employee who was very

helpful and patient explained the mistake to me. I informed her that I

had no intention of paying the extra amount because I had documentation

signed by the manager for the amount due. She stated that she understood

my disagreement but the store manager insisted that I pay the extra

amount. I requested and received copies of the subject documentation and

left the store.

Ashley's has very good furniture for sale. However, their personnel are

not always knowledgeable or competent. Their customer service has been

unacceptable in these two instances.

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1 Comment

e0ca5127, 2008-08-06, 06:43PM CDT

my wife purchased 3 rooms of furniture including 3 piece leather set. 3 months later the sofa and reclinder is faded.the leather sofa was brought on the showroom floor, however ther were no obvious defect when calling a few ashley representative i could get any where and told too bad i m sorry

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