CommentAt 5:01 PM on Friday, August 14, 2009, a call came into my cell phone from (623) 209-2700. At the time, I was at the gym, but elected to answer it in the hopes that Ashley might be returning my call. I explained the problem I was having with the leather sofa I had purchased from you with the extended warranty. The woman explained that she couldn’t help me; it wasn’t covered under the warranty. At one point, she sat and read the warranty to me while I was trying to talk. She explained she was corporate customer service and she was the final decision. When I requested a supervisor, she said she was the final authority. Having dealt with Ashley in the past, this reaction surprised me. In the past, I would call up and they would send out a tech. She never offered to do this; just kept explaining it wasn’t covered. Finally, after some time of me continuely asking for a supervisor, she sent me to Ralena. I don’t know the spelling of this name. She gave me the same run around. The frustrating part of talking to her was that she actually lied to me! When she gave me the same run around, I asked for a supervisor, she said she and another manager were the only supervisors in this facility and the other manager had gone home. She said she was the final authority. I said she was not; that there had to be an owner or a board of directors. She did finally agree to send out a technician, but told me I had no recourse if the technician decided not to fix the problems with my sofa. She asked me multiple times what I wanted. I told her multiple times I wanted Ashley to stand behind their product and fix it.
At that point, I was so frustrated; I got in my car and drove to the store I bought my sofas from. As I reached the front of the store, this rep finally asked to put me on hold. During the time I was on hold, I asked the woman sitting at the desk in the front of the store if they had a phone number or an email address for the owner of the company. I had asked for this during the phone call of all the reps I talked to; none of them would provide it. She called a sales rep up and they told me you were the owner and gave me this email address.
During the time the store rep was giving me this information; another woman came on the line. I asked for her name; it was Insil. She identified herself as the last rep’s supervisor. I explained that the last rep had lied to me and told me she did not have a supervisor at one point and then told me she wasn’t there. Insil tried to say it was because she could have been in a meeting or elsewhere in the building. I told her this was not the case; she said her supervisor was not there. Insil continued to provide me the same run around. She was offering to send out a tech, but not deal with the problem. Finally, after a full 34 minutes of conversation on my cell phone, being lied to and jerked around, my cell phone died. When I explained my situation to store reps, they told me to contact thowner and they provided an email address. They were far more helpful than any of your phone reps. All three phone reps refused to give me your name, address, phone number, or email. I had to get this from the store.
The next day, after my phone re-charged, I checked my voice message and found one from Insil. She says to call her back and she will send out a rep or she would intercept this email and address it then. Since I have NO level of confidence in these reps, I will not deal with her again. I want to deal with the ownership of this company. Also, since the behavior of their representatives suggests to me that the owner may never see this correspondence, I have filed with the Better Business Bureau in hopes that when enough complaints are filed, they will address the problem. I am also post on online websites so they rest of you don't suffer.
Here is a definition of the problem:
The leather color is absolutely disappearing on the seat cushions. This sofa is in our game room, where only my sons sit on it to play video games and watch sporting events. The majority of the people in our home use the downstairs sofa in front of the big screen TV. This sofa was purchased from you as well, it is leather too, has seen far more wear and is in substantially better condition. I have a number of pictures.
Also, we have never been able to keep this sectional together. The portion of the sectional with the sleeper seems to sit lower. The pictures show this as well. The other night, my 6’ tall husband sat on it, and his knees came up to his chest. He thinks the structure has failed.
It is my expectation that Ashley will make this right. That used to be the kind of firm they were. We actually bought the second sofa from them, because we liked the first so well and because every time I called, you really took care of us. After one visit, I actually got a letter in the mail from the owner of Ashley apologizing for the trouble and giving me a $100 discount that I used on the second sofa. I used to recommend Ashley, I don’t anymore. We won’t be purchasing any additional furniture from you and we will certainly explain the extremely poor service we have received. It completely baffles me why in these economic times, their service reps wouldn’t treat customers right in the hopes they might be back.
Obviously, Ashley doesn’t care anymore! If I hear something positive from them, maybe I will begin to believe that Ashley does.
 Comments (8) |  |
| 1. Written by Kari in California, on 10-11-2009 15:19 I too, have a leather sectional that is peeling. I have a tan sectional and the color underneath the peeling seems to look a cream color. The cushioning in the seats seem to be getting flatter and flatter... I HATE MY ASHLEY SECTIONAL! Never again will I purchase from them. I am still working on them coming out to take a look at it.. we purchased the "warranty" |
| 2. Written by Lynn, on 22-10-2009 19:39 Another buyer who will skip the trip to Ashley--Having see their ads I was interested by the low prices. Now, thanks to the complaints above I realize why the prices are low. IKEA here I come! |
| 3. Written by Judy Palmer, on 14-10-2009 15:38 I also bought Ashley Leather furniture. It has peeled, cracked, and been the worst furniture I have ever owned. They will do nothing. My furniture has been used about 1 1/2 years. |
| 4. Written by mr fix it, on 07-09-2009 22:18 lady you have a bad case or a.d.d. i would say ,areyou on medication at the moment if not i can prescribe you a nice shiny oak violin with a golden case and chrome lock!! |
| 5. Written by Terry, on 07-09-2009 11:02 Thank you for the information, I was just online checking Ashley out before heading out to purchase leather funiture for my living room. After reading some of the comments here, I believe I may be better off going somewhere else. |
| 6. Written by Troy, on 05-09-2009 14:04 I don't understand why she read you the warranty...was there something that excluded your complaint that wasn't covered??? If that's the case, why would you expect them to cover something that is not covered??? |
| 7. Written by Barbara, on 05-09-2009 01:47 Thanks to the above coments Ashley Just lost a potential costomer, I was getting ready to refurnish my living room at their labour day sale, but NO THANKS NOT ME!!!! I'll GO to BOB"S And read their reviews and see if they treat their costomers any different, I'm hoping they do. |
| 8. Written by Tom, on 04-09-2009 19:39 I also bought a leather sofa. So I thought. The back cushion is peeling and it is a different color underneth. The seat cushions are flaking and look like orange peel, with the same discoloration. I have been in contact with the store and a Ashley rep. for the last 8 months. They final gave me a 800 phone number which I called and she said she will call the store since they are the ones responsible for the sale. But wait,it is Ashley the made the piece of crap. I told them that I will take the sofa to the nearest Ashley furniture store when they are having a big holiday sale and sit outside with the sofa and a sign. They seem to be trying to avoid this, since they and I know that it would cost them more during that sale period then it would be to replace my furniture. I will keep those that are interested posted. I might do it this Labor Day Weekend. |
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