- Report: #537063
Complaint Review: Ashley Furniture - Greensboro North Carolina
Reported By:
AmberLeigh -
Stoneville, North Carolina, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Ashley Furniture
1705 South 40 Drive Greensboro, 27407 North Carolina, United States of America
Phone:
336-369-0500 ext4
Web:
www.ashleyfurniture.com
Categories:
Business Rating:
(0)
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Ashley Furniture Delivered Broken Sectional, Sent Broken Parts to Repair! Greensboro, North Carolina
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We purchased the Sonoma Saddle Leather Sectional from Ashley Furniture on 09/02/2009. It was delivered 09/15/2009. The wedge had a "pick" or hole in the leather. On 09/19/2009 one of the recliners over extended / broke. On 09/23/2009 the other one did the same. In mid-October (I apologize I do not have the exact date) they sent a repair man out to determine how they would fix these problems. The representative determined that the leather on the wedge would have to be replaced and all the hardware on both recliners would have to be replaced as well. Ashley then orders the parts and has them delivered to our home. We have two giant boxes & a good sized tube taking up 1/2 our dining room for Thanksgiving. When I call to schedule an appointment I am told we did not receive all the parts yet so we have to wait. A week later we receive another package. I call on 11/30 and leave two voicemails. I call on 12/01 and leave two more voicemails. I call again on 12/03 and leave another voicemail advising "Melissa" that they will have our sectional fixed by Christmas BEFORE our friends and family come in. She finally calls back on 12/03 and sets a repair date on 12/09. The repair man comes out and opens the boxes. The parts that Ashley sent to repair the recliners are BROKEN!!!!!!!! Then he opens the package with the leather (he opens with his hands, not a knife) and it has a slice in it! We have now also noticed that the hide-a-bed couch side of the sectional is leaning to the right...so all three pieces of the sectional are damaged. We have called and left another two messages for "Melissa" and have yet not received a call back...surprise, surprise...
1 Updates & Rebuttals
Melissa
Greensboro,North Carolina,
United States of America
Issue resolved, please note our details.
#2UPDATE Employee
Wed, January 06, 2010
The furniture in question was actually delivered to this customer on 9/22/09. The first notification I received from the customer was on 10/19/09, (almost a month later) via a voice mail message. I returned the call to her that day and left a message. Mrs Walton returned my call on 10/20/09 and scheduled for a technician to inspect her furniture on 10/28/09.
After the inspection our technician did request parts to be ordered to make the repair of one piece. The customer contacted our store on 11/19/09 and I was sent an email from a store employee to advise the customer had her parts. After I verified the customer still had one outstanding part, I called the same day and left a message for her to expect one more part to be delivered soon and to contact me when she received it.
I received messages from the customer on 12/1/09 and 12/2/09 and returned her call the same day and left messages for her as well. I finally reached the customer on 12/3/09 and scheduled her tech appointment for 12/9/09. It was not mentioned in the customer's complaint that I had also left her messages.
On 12/10/09 I received a message from the customer that the parts were damaged when the tech opened the boxes. The parts ship from another state so unfortunately we do not get to inspect them before we send out our technician. I called the customer back the same day and offered an exchange or reselection to accomodate them. On 12/11/09 Mrs Walton called me back and agreed to a reselect.
The customer went to the store the next week and did not find anything they wanted and requested a refund. We picked up the customer's furniture yesterday and are refunding them their money.
