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I placed an order with Ashley furniture and got a call to set up a partial delivery. They delivered a desk and bookshelf however, both items were damaged and missing hardware.
The delivery crew also damaged my home while delivering the wrong color sectional and ottoman. I refused the sectional and ottoman and while attempting to call the store about the broken desk and bookshelf, they had another person in my home sign for the delivery. They were not aware of what I was doing, since this sales contract was my purchase, and all decisions are to be made by me. By the time I realized what was happening, the delivery crew was leaving.
Once they left, I went immediately to the store and wanted to return the broken items and my request was refused.
I was basically told that I could not cancel because someone had signed and accepted the order. They said that hardware will be sent to me to fix the desk and bookshelf. I never received the hardware. I asked if I could just return the items and get a refund and was told that this was not possible.
I looked online at their website and noticed I was also being severely overcharged for the items. I asked for a price match and again was told no. At this time I cancelled the remaining items of my order as I had only received a partial order and got to work contacting the corporate office.
After much escalation, I finally get a call that they will be coming to pick up the broken items and refund me. It should not take customers going to corporate and above to get their money back on damaged items.
Ashley Furniture prices are not cheap however the products and customer service are. I will not be shopping here again.
User's recommendation: do not shop here!!
Preferred solution: Full refund.
Ashley Furniture Cons: Difficulty to cancel and receive refund, Unreasonable policies, Refusal to maintain our business.
Location: 1401 Golden Gate Boulevard, Cleveland, OH 44124