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Ashley's Furniture Home Stores Support Ticket - Lubbock, Texas - Dissatisfied with order

Ashley's Furniture Home Stores Support Ticket - Lubbock, Texas

Dissatisfied with order - Living room set

Created By: 77customer's Picture 77customer Last Reply: 77customer's Picture 77customer
Priority Level: [High] Status: [Open]
Created: 7 years ago Last Updated: 7 years ago
Department: N/A Replies: 0
Product: Living room set

Purchase made in Lubbock, TX location. We ordered a living room set: recliner, reclining love seat with console, and sofa sleeper. In the store, all the recliner pieces had gaps between the seat cushions and back. We were told those were old floor models and the pieces we'll get will not have that problem. However, when the pieces were delivered, they all had that gap, even worse than in the store. We went to the store and were offered a replacement in a different color. Even though it wasn't the color we wanted to match our living room, we accepted it. They told us that the warehouse would call us the next day for delivery and it would take 2-3 days since one piece was in the local warehouse and the other in NM. However, five days later, no one called us from the warehouse. We called the store, and they told us the manager would call us back, but he never did. Finally, the warehouse called us three days later and scheduled delivery on the day we were supposed to go to the hospital to be induced (all of this was supposed to be staightened out before the baby's arrival). We agreed, since we were still hoping to get it out of the way right before the baby, but when the furniture arrived, it turned out to be the same original pieces with the same defect. The replacement order was apparently processed incorrectly (the people helping us then were sales rep Fonda and manager Ben). So once again we went to the store, right before calling the hospital. We were so upset, that we actually wanted a full refund, but after one of the managers (Greg Zavala) threatened us with losing part of the money (according to contract), again, we had to settle for the same replacement pieces. That manager reprocessed the order, but we have no idea when it will be delivered, since he said they had no control over the warehouse. We have to call the warehosue tomorrow from the hospital to set up delivery, and we still don't know when this whole nightmare will be over. At the store, no compensation was offered, except we were told that the other set (in the color we didn't want) was more expensive, but the manager didn't take the time to show us the prices, so we don't know how true that is. We are very unhappy with the store, the way this was handled, or rather mishandled repeatedly, and the customer service - there wasn't even an apology offered, even after the second mishap with the same order and after a wait for replacement pieces that was much longer than promised. That is totally unacceptable, and we will make sure never to shop at Ashely's again or to recommend it to anyone for furniture purchases.


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