Ashley Furniture - Worst Customer Service Ever
When we first purchased our home in '09, it was in need of lots of furniture. We went to Ashley Furniture in Central Park, Fredericksburg, VA, with hopes of getting some nice pieces to fill our home. After paying down on one layaway, we were left with one final suit for our master bedroom. The store manager at the time Buddy was wonderful with assisting us with our previous purchases. He had assisted us in changing out some pieces that were not really our style for more contemporary pieces. With this in mind, we trusted him to come through for us once more when we needed that same done for the bedroom suit. We were told that they would take care of the switch out for us. We looked forward to it being done right, being that we were familiar faces in the store, and walked out without the new receipt with the made changes in hand.
On January 2011 we walked into the store to take one last look and to make a payment on the suit. We were greeted by the same sales rep. that dealt with us, Mr. Eddie French. He began to tell us that one of the items in our suit was no longer available. After speaking with him for a while, we discovered that the suit he was talking about was the one that was supposed to have been swapped out for the other that was more of our style. He then began to tell us that the suit was now more expensive than we originally anticipated, because it was a few months from the last promotion, which would have kept it the same price. Now we had to pay out an additional $599. for a night stand. I was highly upset to say the least because it was an error on their part for not doing the switch out as promised when the prices were still going to be the same. Now my husband and I had to pay extra for something that was their mistake. I tried to get it resolved with the new store manager. But after seeing his people skills upon yelling with a couple on the sales floor, we knew it would be challenging. When we told him about the issue, we told him that we would like to *** the $1000. mattress and just pay for the suit, because the mattress was simply too expensive and that we could not afford that price at this time. We even told him that we saw one for $650. and needed to know a.s.a.p. to take advantage of the other promotion. He told us he would let us know by Tuesday, February 1, 2011. Needless to say he never called us at all. It's now June 22, 2011 and we have yet to ever get a call from this joke of a manager. After contacting their Customer Service Dept. many times, no one has once tried to contact us within these five months to have this matter of the mattress and the price change for the extra night stand resolved.
On a weekly basis, I have been contacting the Customer Service Manager named Sherri to find out the status of this matter. The issues I have here is that she herself never calls when she says she will, or tells me that she will have the General manager or store owner get in contact with me which they never had, and that she will escalate the situation to the necessary people to have me satisfied. Upon my last conversation with Sherri on June 4, 2011, she told me that she had sent my information to Mike, one of the Regional Managers and that he would call me and if not, that she would call. On June 5, 2011, my husband and I went into the store to make a payment. The following Sat., June 11, 2011 we went back into the store to have the canopy bed switched out with the regular bed due to a new ceiling fan being installed in the master suit. The manager Kenny began to cover himself with riddles of deception and lies by stating that he had just called us this past Friday and left a message for us to call him back. I immediately knew this was a lie because the phone number was disconnected and not in service. I challenged him by asking him why he did not use the number that was provided when I left messages there several times. He stated that he just went off of the numbers on the ticket. Then he asked us if that was a good number to use. We told him no and that the number, which I gave to Theresa, a store rep., was the most suitable number. We did not know it at first, but once we had the changes made to the bed and walked out with our receipt, we realized that he had placed inaccurate, deceptive and misleading information on out ticket about him leaving us messages on the old number. I was infuriated with all his incompetence, ineffectiveness as a manager and shenanigans that he was up to, because when we were in the store the previous week, our ticket stated no such notes about him leaving messages. The following Tuesday, June 14, 2011 and June 21, 2011, I left a message for Sherri; I have yet to hear back from her.
Needless to say, this matter that is five months in the making has ineffective, inept and incompetent people working in a customer service oriented field with obviously, no ability of how to rectify such a simple matter. My deepest wish is to replace the joke of a manager at the Fredericksburg store with a more qualified candidate, because Kenny will eventually cause this store to loose more and more customers daily. I on the other hand, will do all within my power to post every negative review on the web about this experience, because of the inability to have this matter resoled in such a long time. The General Manager Mike and the store owner should be embarrassed to have such dissatisfied customers as myself and to loose us to their competitors. The Ashley Furniture store at Carl D. Silver, Fredericksburg, VA reminds me of a Brooklyn fish market, all hype but no true quality.
Review about: Ashley Furniture Bed.
Monetary Loss: $599.