Complaint Review: Ashley Furniture York PA

We ordered a suite of office furniture, making selections in the local Ashley Furniture store on Arsenal Rd. in York. We were told the furniture would arrive within 6 weeks of the date of purchase. We placed the order on 8/11/2021 and it never arrived. We had extremely poor customer service from the representative who took the call we placed to the store to inquire as to the ETA on the furniture.

The call was then transferred to the store manager, Tammy who advised that a) the chairs we ordered had been discontinued; b) the desk and bookcase may not arrive until sometime in 2022 (she could not provide a more specific ETA) and c) they would charge a $700 fee to issue a refund. The desk actually arrived this weekend but was severely and irreparably damaged (the corner of the desk looked as though it had been smashed). I called to apprise the manager (Tammy) of the damaged desk.

I requested a full refund for the furniture. Tammy stated that a refund would not be possible citing a policy that there is a 72-hour window for returns upon delivery. Not only was Tammy incredibly rude and unapologetic, the sales terms and rules refund policy does not specify any policy regarding a 72-hour window for refund requests. She stated that she would not be able to help me and I should "go ahead and call corporate."



When I advised that we would be filing with small claims court she stated that she would not speak to me any longer and hung up on me. We paid in full for our furniture at the time of purchase in the amount of $2428.45.

We received a partial refund totaling $610.96 for the discontinued chairs but the remaining $1817.49 has not been refunded. I placed a call to the corporate office and waited on hold for 2 hours before the call was suddenly disconnected. It seems that we will have to take legal action in order to recoup our money. This is the worst experience I've ever had with a furniture store. This is utterly unacceptable.