Ashley Furniture Homestore

The Journey with Ashley Homestore can be summed up in this one email (rest of story below):

"Hello,

I am writing in regards to a poor customer experience that I wish to voice.

At this point of the delivery process, I am wildly disappointed and saddened with the customer service I have experienced with Ashley at this time.

I had placed an order to be delivered on Nov 4th, 2021 which was a partial delivery. This is fine as I was informed by the sales team that my chest would arrive on a separate date however all my other items would arrive on Nov 4th. This delivery occurred on Nov 4th, 2021. However, there was significant damage to the headboard which was brought to my attention by the delivery driver. I am thankful to him as the product was in completely unacceptable condition. Please see the photos below:

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I was very appreciative of the driver giving me the heads up on this issue and he recommended that he take it back to be reviewed, which I wholeheartedly agreed with.

During this time I was told by customer service that I would have to wait until a technician was to review the damage and get back to me. This angered me as a customer. Why should I have to wait on Ashley to assess and 'repair' the damage? This policy is completely appalling. If this headboard is broken it should be replaced not 'filled' with wood?

In addition to this, a second delivery with the 5 drawer chest was scheduled for yesterday, Nov 8th, 2021. This delivery arrived and the driver of this delivery alerted me to damage to the headboard. I was not expecting to see the headboard with the exact same damage in the same location with no repairs having been made? In fact this time it looked somehow more damaged? Please see the photos below:

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At this point, I attempted to speak with customer service over the phone. Most of the representatives are polite and I do not wish to disparage their efforts to assist me. Unfortunately, knowing their role, they are unable to assist me on the level I require. I requested an escalation to a manager. The ticket was placed at 2:52 PST and at this time there has been no call back by a manager. I find this sort of behaviour unacceptable for a company I had spent almost $3000 on. My wife is pregnant and is sleeping on a mattress on a box on the floor. It is abhorrent, that I can not reach a single manager on the phone. It is unfortunate that I have the same furniture piece delivered to me twice with obviously no repairs being made (not that repairing this would be appropriate in the first place). I have taken multiple days off work to accept these deliveries.

I would like to speak to someone regarding this promptly.

Regards,

xxxxxx"

**NO RESPONSE BY ASHLEY**

Short version: Scheduled delivery for a bedroom set, arrived with a partial set, and the headboard was broken. Ashley told me that they will send a repaired version. Was not repaired. Rejected second delivery. Now anyone who can help me is unreachable.

No way to speak with someone in charge or to demand reparations. Abysmal customer service will place you on hold for hours at a time until the call 'drops'. The manager "left a voicemail today" that I never received. Furniture quality seems fine but be prepared for your furniture to arrive in whatever condition it may.

Shoutout to the honest delivery drivers for actually looking at what they were delivering and making a good recommendation to refuse.