Complaint Review: Ashleys Furniture

We ordered a Dining room table, eight chairs, two accent chairs, a couch and two tables from Ashleys Furniture on Heritage, Calgary on 08/31/2014.

They delivered some or most of the furniture after about 4 - 6 weeks. Most of it was damaged right out of the gate.

1 x Dining Room Chair not even delivered but still on the truck but completely damaged. One chair had a flaw in material. All chairs are loose (wobbly) and some were uneven by at least 1/2"

1 x Coffee Table on truck but completely cracked. They ordered this a second time and the same problem with it. We are waiting now for number 3.

Couch was delivered with wrong Cushions and a flaw in material on one side panel. They did not even attempt repairing this or getting us the right cushions for it in 12 weeks.

We started to complain about this but like most companies they hide behind an automated phone system and Red Tape that is second to none. Try and find someone that cares. It’s a joke.

They sent out a service Technician to evaluate the damage and repair some of the issues. This guy was incredible. He started ripping stuff apart and I was standing watching him. He stripped the screws on some of the dining room chairs, and I confronted him and asked he stop doing that because in the future it will be impossible for me to remove those screws and repair the furniture. He looked at me and said “Its better I leave" He took his tools and left.

So I called the customer number to let them know what happened. After some time I finally reached the customer care manager Sarah. After she informed me that they ordered replacement furniture (6 Weeks later) but that was also damaged at arrival. So they had to order new replacements for the replacements.

We are still waiting for this to happen, but in the mean time I wanted to cancel the order as I felt that this waiting period of more than 3 months was unreasonable. They informed me that I would have to pay 25% of the total amount if I cancel. They hide behind a weasel clause in their contract to force you to deal with their incompetence in delivering the right product from day 1.

We are now more than 10 weeks into this and still have issues that they feel is within reasonable time (Nothing has been resolved yet) for them to repair/replace. How long is reasonable.

Further they sell you an extended warranty but their own warranty is absolutely useless.

All I want is for them to take all their furniture and give me back my money. That’s it.