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DO NOT SHOP Ashley Furniture HomeStore! On 02/10/2012, we bought a living room set, including sofa, loveseat, chair and ottoman. Our total came to $1493.02. This purchase was made With it, we purchased a Montage Protection program, that our salesman stated that we had FIVE YEARS to make a claim. He also stated that delivery would come from Montage and their people would assist in moving the old furniture.

When they arrived for delivery, they refused to do so. They stated that wasn't part of their job description. My brother ended up having to assist in moving the furniture, while the delivery guys sat there and waited for it to be done. UNACCEPTABLE, but we got our new furniture.

After regular family use, on 08/26/13, I made a claim for regular furniture cleaning. We filled out the paperwork and mailed it to the address ("Mail to:") on the sheet. It was returned to us because it did not have "Montage" on the envelope.

On 09/05/13, the same sheets were then faxed to 800-966-****. We later discovered they did not receive them.

On 09/09/13, we did our THIRD ATTEMPT to fax the paperwork to Montage and this time they confirmed receipt. A female named Geri stated it would be scanned in and they would get back to us within 2-3 days.

On 09/10/13, our claim was DENIED. Because we passed the "14" day of first noticing our problem, it fell outside of the problem reporting period. OUR SALESMAN DID NOT TELL US ABOUT A 14 DAY REPORTING WINDOW - ONLY THE 5 YEARS TO USE!!

I called Ashey Furniture Homestore in Pearland that same day and spoke to Lorenzo. I asked what was the point of the 5 year warranty if we were not notified of the 14 window period. I automatically assumed we have 5 years from the date of purchase to make a claim, which is what was presented to us. Lorenzo agreed that it was the correct policy, but that he would get with Montage to see if something could be worked out. Lorenzo stated Montage would call and speak to us, but that did not happen.

That same evening, I called Lorenzo back to inform him Montage did not call back. He stated that he would call them again and see what was the delay.

On 09/11/13, Lorenzo called back and stated Montage would not budge on cleaning the furniture because of the 14 day noticing policy. I then went back to see if I could get a refund or store credit for the $169.95 spent on this worthless purchase. A female employee did call Montage to check the status of our claim. Montage informed her that it was still denied. The female at Ashley informed me that she did not know anything about the 14 day window. I was then told I would have to wait the 5 years to get my money back. Because of yet another letdown, I called Corporate Office in New Braunsfels and spoke to Robert S. He presented himself as being in charge of the Texas stores. After explaining the situation to Robert, he stated that he would address the issue with Montage head management, that he has seen this situation before and there was a way to get the money back from Montage. Robert stated he would call me back.

At 3pm today, still no word from Robert, so I called Robert. He was unavailable and left a last name. When I asked for his last name for my notes, I was told that information could not be given. I have no idea if he was indeed anyone from management since Robert is a common name.

At 6pm today, Robert returned my call. He stated that we were back at Square 1 because Montage refuses to clean our furniture!

This is a total DISSATISFACTION from Ashley Furniture. How can you represent yourselves as a company"committed to you, our customer, and want to ensure you have an excellent experience when shopping at our stores" when all you do is make a phone call and say "oh well" if your vendors can't honor their end of the sale. Again, as your website states, "We understand how important your furniture purchase is, and our store associates are trained and prepared to offer the highest levels of service at each step in your shopping process." That is TOTALLY FALSE! If it is true, then I would like someone to contact me ASAP to see about either cleaning our furniture or giving back our money because if your employees do not know about the 14 time window of filing claims, how is the general public supposed to know?!

We were thinking of going back to buy furniture for the 3 bedrooms, but after this experience, I do not think that will happen, and I will make sure that word is spread not to shop at a store that will NOT HONOR customer satisfaction.

Monetary Loss: $1493.

Location: Pearland, Texas

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Guest

ASHLEYS IS THE BEST FURNITURE STORE WITH THE HIGHEST QUAILITY PIECES I ASSURE YOU. YOU SHOULD OF PUT THIS COMPLAINT UNDER "MONTAGE" NOT AWESOME ASHLY'S!

NEXT TIME TAKE BETTER CRE OF THE FURNITURE YOU BOUGHT!

Guest
reply icon Replying to comment of Guest-716971

They clearly do not have the best quality, but they do have the worst. You are a shill.

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