Complaint / review text:
May 25,2015 I went into the Ashley Furniture store at 14810 N. Frwy. Houston, Texas 77090 to purchase a living area set that I had seen in their store prior to this visit. I paid cash for the cocktail & sofa tables and financed the sofa, love seat and accent chair. It is now June 25th and I STILL do not have all of the furniture I purchased. On June 1st I picked up the sofa table and took it home. It was fine.
On June 5th I picked up the cocktail table (still in the box) and took it home. When I got it home, got it out of the box and assembled it I realized the table was damaged. I called the store and was told to keep the table until the replacement came in on June 11. On June 11 I returned the sofa table to the store and exchanged it for another one. Got it home, took it out of the box and found that THAT ONE was damaged also.
Moving on to the other pieces... I was told, originally, the sofa, love seat and accent chair would be ready for pick up by the 4th of June. It was not. I spoke with the manager several times and he assured me the furniture would be ready no later than the 11th. I don't own a truck so picking up furniture is something I have schedule with my friend in order to get it done. I was about to leave to go get the rest of my furniture and decided to call and verify that it had arrived.
It had not. The customer service rep told me that something had happened with the furniture that was financed and there was a hold placed on the order. The order had never been placed. I asked to speak to the manager and waited several minutes for him to get on the phone. When he got on the phone, he told me that he would PERSONALLY see to it that the hold was lifted and my furniture order was placed.
I told him that because I had been treated so poorly the least they could do would be to deliver it instead of having me come back AGAIN to pick it up. He agreed and said he would see if that was something he could authorize, and it would be delivered on June 19th. He also said he would call me back within 15 minutes to confirm. An hour later I had to call him back to check the status and found out that he never lifted the hold, placed the order OR scheduled the delivery.
The CSR then told me to contact customer care to ask about having the furniture delivered for the inconvenience they had caused me. They had no knowledge of it. Finally, I was told my furniture was ordered and would be delivered on June 24th between the hours of 10am-1pm. I scheduled the morning off work (I don't get paid if I don't work) and waited for them to call.
At 9:15 am I got a call telling me that they could not deliver any of my furniture because the sofa was damaged while being loaded onto the delivery truck. Furious, I asked him if they could at least deliver the undamaged loveseat and accent chair since I had given all of my old furniture away, and was told the finance company does not allow partial deliveries and asked to reschedule the delivery for July 2nd. At 9:45 I got another call from Ashley Furniture asking if I would like to have my accent chair delivered since it wasn't damaged.
(Clearly, these people need to get their lies straight). The left hand doesn't know what the right hand is doing. I was told by the guy who delivered the accent chair that the loveseat wasn't even on the truck for delivery. How were they going to deliver a partial order when the finance company has strict rules about that? To end this story I am telling you that I am about to make the SECOND payment on furniture I do not yet have!