Ashley Furniture - Furniture Set Review
February 4, 2013
Jonathan Ishee, CEO & President
Ashley Furniture Homestores
2820 Selwyn Ave
Suite 300
Charlotte, NC 28209
Dear Mr. Ishee;
I would like to thank both you and Charlie for the opportunity to have been part of the Customer Service team at the Distribution Center for eight (8) months (4 months as a contract / temporary employee). My last date of employment was January 15, 2013.
As a Customer Service Representative, I was very dedicated, committed, and willing to perform any and all task asked of me including responding to management calls / complaints, filling in at the front desk, and moving furniture. I developed an excellent rapport with customers and co-workers alike, and received numerous compliments for my customer service. I was hired full-time in September 2012 to serve as part of the 911 Management team.
When accepting this responsibility, I was led to believe I would be part of the โ911 teamโ only to find out there was no team. I was expected to โmake contact with all 911 customers before 5:00 PM and resolve issues and settlements in addition to handling the high volume of calls on a daily basis. I was given one (1) hour (between 4:30 and 5:30 PM) to review, respond, and resolve the influx of customer complaints. While I had an extremely high success rate at both satisfying customerโs needs as well as fair settlements in the best interest of customers and the company. What I found most disturbing was I had to basically โlieโ to customer perpetrating as a manager because my supervisor refused to take manager calls!
I brought this to both Anita Harris and Alicia Thompsonโs attention the fact that I felt โrushedโ and โstressedโ and was not given ample time to handle 911 complaints appropriately recognizing these complaints were serious and had potential to escalate. Anita assure me she would put me just the โall handsโ group for regular calls and that would allow more time to dedicate to 911 escalations. That never happened.
After a few months of handling both customer service calls, 911 calls, and calls from other representative asking to speak with a Supervisor, it began to take toll. This, coupled with the badgering, harassment, and micro-managing style Alicia Thompson has only added to the stress. While I refuse to make this a referendum on Alicia Thompsonโs lack of management experience which is quite obvious. I sincerely believe Alicia Thompson is a nice person; however her bold, accusatory, humiliating child-like treatment of others makes her downright ruthless and vindictive.
In my 30-years experience as a Claims Adjuster, College Instructor, System Engineer, Project Manager, Manager of Information Systems, and Director of Technology, I have managed many people on my team(s). I confirm with true conviction that I have NEVER been in or worked in an environment where one (1) manager is allowed to treat people the way Alicia does and get by with it. The way Alicia treats people (especially males) is unfair, unethical and in many regards inhumane. Undoubtedly, Alicia Thompson is the most despicable people I have ever encountered in any work place. Nobody likes her within her department, the service department, as well as UST. This, in part, is due to her hateful, uncouth, tyrant attitude that rarely serves in the best interest of Ashley customers.
The majority of CSRs have gone to Anita Harris with complaints about Alicia, including myself. Anita โpretendsโ she will speak with Alicia, but change never comes. I recall during one of my meetings with Anita Harris in August 2012, even she asked me what I thought was Aliciaโs problem. My first, and most politically correct response was โlack of experienceโ. And at that time I suggested training and mentorship. Later on, it was quickly revealed that Anita Harris supports this tyrant behavior. Playing โgotchaโ and being an โattack dogโ has no place in a professional environment where strong leadership and professional development should be encouraged. Management by intimidation may be effective in other places and possibly the warehouse, but not with seasoned, hard-working adults who give their all.
I am writing this letter out of concerns for others who enjoy their jobs and subjected to unfair treatment. This impacts performance and may well lead to health issues as I experienced. This is a very serious matter. I lived it until I decided it was not worth risking my health any longer.
In December 2012 I submitted my letter of resignation effective February 28, 2013. I gave a two (2) month notice for several reasons: 1) out of loyalty to the department allowing time to hire a replacement; and 2) hoping this would get Alicia off my back for the short time I had left. Unfortunately, it only got worse! I was forced to leave my job, one that I enjoyed and performed very well, six (6) weeks before my resignation date (losing 6 weeks of pay) because of the hostile and stressful environment created by Alicia Thompson.
In early December, I filed a complaint against Alicia before going out on sick leave for a few weeks due to the stress. When I returned from sick leave in mid-December I feel this was a conspiring act of retaliation (with details to support). When I left Ashley Furniture two weeks ago, this was very evident by Anita Harris quirky, smirky response; and Alicia Thompsonโs loud outburst of laughter. This, I find tacky and unprofessional.
The actions and attitude of the customer service management staff are certainly NOT in line with the Christian principles on which the company was founded. What a disappointment.
Working at Ashley Furniture was a learning experience. I had the opportunity to meet a lot of great customers, work with a fantastic team of employees, including UST, and I hope I was able to โmake a differenceโ. I would be remised to not recognize Carla Cecconi for her hard work, encouragement, and ability to get the job done! Everybody loves Carla!
There are many great hard-working people in the Customer Care Department whom I have had the opportunity to get to know on a personal and professional basis. Itโs very unfortunate that they have to work in fear and by intimidation. Their environment is set daily and often disrupted by Aliciaโs Thompsonโs mood-not know who will be targeted and picked on. No one should be subjected to this type treatment, nor should they be forced to resign from a job they enjoy. In an effort to maintain my pride and integrity, I was forced to resign.
There is a serious personnel matter prevalent in the Customer Care Department. I am hopeful that someone from the Human Resource department will intervene, investigate and if possible speak with the representatives to hear their concerns.
Location: Charlotte, North Carolina
Thank You for Your Reply! We are processing your message.
Comments
Please avoid publishing any personal information and promotional content
I use to work at one of the stores. I had many issues with the two so called managers.
Not customer friendly. Was spoken to like I was a small child by Alicia. Instead of helping the customer like we all should she was too worried about who should help the customer . Really.
?? Come on someone needs to wake up .
Need to report to the news and Eeoc . I will join.
I'm a former employee also . I had to leave because of the same issues.
They don't care about the customers or their employees. How can an owner just ignore this . I complained.
And nothing was done. So I left .
Rarely do employees leave their companies. They do however, leave because of their bosses.
Because I work for a competitor, I am pleased to see little change in this highly critical area of customer service.
Alicia Thompson and Anita ... you go girls!!
LMAO!!
They both are horrible managers . Have no clue how to treat a customer or employee.
Your a competitor you have nothing to worry about. ......
This company will go under if the ownership believes these two ... And think they have his best interest .
This is so true I experienced the same things. But yet both if those horrible women still work there .... What is that about