Christina Robinson

Review of Ashley Furniture Industries

This review is for an online purchase for delivery...

This review is for an online purchase for delivery to a Chicago, IL. Since my email sent a couple days ago has not been addressed, I am sharing my frustration and dissatisfaction online for others to hopefully help others avoid a similar fate.

I am extremely dissatisfied with an online order placed July 27, 2019. We ordered a couple of items from Ashley for delivery to my daughter who has recently relocated to Chicago for school. We frequented your site several times over the summer to try and plan the best time to place the order to ensure delivery during the first week of August, which is the time my daughter was moving into her new apartment. From our visits and estimated delivery times given, we thought it was best to order the end of July. When we went back to the site on July 27th, prepared to make the purchase, the bed was available to deliver when expected (August 5th) based on past visits, however, the dresser would deliver later (August 17th). We were disappointed, but because this dresser was a good match for the bed we ordered, we proceeded with the order.

This was not the end of the disappointments that we would experience! For some reason, the original delivery date of August 17th was not honored, the delivery was pushed back to today, August 31st. Now today, we find out that the dresser would yet again not be delivered as promised! This order was placed over a month ago and had we known from the beginning the types of delays we would have to encounter, we would have bought something else. This is the second time that my daughter has had to rearrange her schedule to accommodate a scheduled delivery that never happened.

It is extremely frustrating as a customer to spend my money with a company and then be subject to strict rules and directions for delivery that we must follow but you all do not hold up your end of the deal and offer no concessions to the customer that you have inconvenienced! These delays are on Ashley Furniture, not us! My daughter inquired about a refund and was told we would be subject to a 10% restocking fee! This is unbelievable and not fair! How can you say you will penalize a customer for canceling an order on a product that you cannot deliver! She now has to wait until Wednesday, September 4th and hope for the dresser to come. My daughter starts school on Tuesday. I told Brandi when I called that this weekend was the absolute latest that she could receive the delivery. I called back and spoke to Christy, who tried to get a supervisor on the phone for me. I held for over 8 minutes before she came back to the line to say they were dealing with other customer issues. I left my number for a callback, but the call never came.

The delivery delays will now affect her school schedule! She will have to miss class, the first week of school, due to your lack of service. I cannot believe that you all could not do more to get the dresser delivered this weekend! I'm sure you could have but you didn't. So now, as a consequence of your decision to not make sure we were satisfied customers, I have made a decision. I have decided I will not make another Ashley Store purchase!

This was not our first Ashley purchase, but I promise you it will be the last! I will also share this experience with as many people as I can. Ashley is not the only furniture store and when you treat customers as if they don't matter, you will eventually feel the effects of such poor treatment.