I have two broken drawer glides on a nightstand and an armoir. These are top of the line Ashley Millenium pieces that are part of an $8000,00 bedrrom set.
These two drawers have been sitting in the middle of the floor for a couple of weeks because the ball bearings fell apart when the drawers were removed to move the furniture after some flood damage in the house.
I went to the Ashley store in Albuquerque to buy replacement drawer glides and was told by a saleswoman that I had to go to the website to order them.
I went home, got on the website, found no "parts service", so I filled out the e-mail contact us form and told them I need to order replacement drawer glides. ( Of course the glides they use are proprietary and can't be purchased in a hardware store) I received the following response.
"Hello Bruce: Thank you for contacting Ashley Furniture Industries, Inc. in Arcadia, WI. We greatly appreciate your patronage! Unfortunately, we do not sell replacement parts directly to consumers. You may contact any authorized Ashley dealer with your request. Depending on the availability of the part, the store may order the parts at a cost and request them to be shipped either to the store location or directly to your home. To obtain a list of Ashley dealers in your area, please visit our website, www.ashleyfurniture.com. Click on "Where To Shop" to search by zip code. Please note there is a tab for Ashley Furniture HomeStores and a tab for Other Fine Retailers. Sarah~Ashley Internet Communications "
I e-mailed her back that Id already been to the local store and was told I had to go to the Ashley website to order the parts. I waited a few days for a response and when I got none, I wrote anothe e-mail asking how I'm supposed to fix my very expensive Ashley furniture if no one will sell me the parts. Still, no reply.
I will not buy another Ashley product and every chance I get I will discourage everyone I know from doing business with Ashley simply because of their lousy customer service.
I am now going to have to use my woodworking skills to modify the furniture to accept a different style drawer glide.