Complaint Review: Ashley Furniture

On Dec 31, 2003 I purchased a sleeper sofa, a rocking chair and an ottoman, with a sales discount of 30%. Scheduled delivery was 5-6 weeks. I paid with a debit card.

I received a call on Jan 19, 2004 to schedule the delivery of my furniture for the next day between 12-4 p.m. I gave away my old furniture in anticipation of the new furniture being deliver the next day. On Jan 20, delivery day, I received a phone call from the warehouse indicating that the sleeper had been damaged beyond repair and that the item had been discontinued and could not be replaced. I was told I could select another product from the store or receive a refund. I called the store and an employee researched this for me and informed me that they could indeed provide a replacement and it would arrive in two weeks. I accepted delivery of the chair and ottoman in anticipation of receiving the matching sofa two weeks later.

After the two weeks had lapsed (with no sofa in my living room), I called the store to inquire on the status of the sleeper sofa. Initially, I was told that the sleeper had been delivered on Jan 20. Then, I was given the run around for 3 days by the store and the corporate office while they researched my problem. I finally received an answer today. They can NOT replace the sleeper and I am being offered the opportunity to selet a replacement or receive a refund in 7-10 business days. They have had my money for 5 weeks and want another week before they can refund it. In the meantime, I have four people playing musical chairs over the two chairs in my living room. I either need the money now so I can purchase a sofa at another retailer or replacement of the sleeper sofa that I purchased. We can't wait another 10 business days for a refund and then wait another 5-6 weeks for delivery from another retailer.

Beverly
Benbrook, Texas
U.S.A.