If you are contemplating purchasing furniture items from Ashley Regina store, I would recommend to keep looking elsewhere. This is not the company you want to deal with if there is an issue that requires customer guest care or any decision from store management after your purchase.
There are two very important components to any retail purchase. The first is the actual shopping experience and eventually deciding on making the purchase and the second is the customer service you receive afterwards should there be an issue with the product such as if it is damaged or even perhaps getting a product different from what you explicitly ordered and paid for at the time of purchase.
Our issue was in the last category. We received a piece of furniture that was not what we ordered. Normally, this would be an easy fix. You'd think. When store management was notified, within their policy timeline, they advised this had to go through guest care as they didn't have the authority to make any decisions.
A simple fix would've been to return this piece of furniture to the store and wait for the correct one we ordered to arrive and paid for. Not to be the case!
After talking to 3 guest care agents all of them stating that in order to return the item (even though the store had made the mistake) we would be on the hook for a restocking fee or at the very least a refund fee! When we explained that we were guaranteed by the salesperson prior to making the purchase the furniture item was what we had specifically requested and ordered, that care agent's response was, "can we prove that"?
Long story short, the store salesperson we purchased the item through went out of his way to help us which after 10 days of phone calls to store managers, guest care agents and making a second long distant trip to the store to return the item, we finally received full refund with no fee. Without the help of this honorable salesperson (Ken) who seemed to be the only professional with integrity that worked for the company, we would still be waiting or had to keep something that we didn't want.
Management level personnel at this store including guest care agents need to learn about customer service.
Bottom line, if you choose to shop here, review the contract terms and conditions before paying for anything and make sure you have everything in writing and signed. Exercise due diligence. Also, I'd check out the store reviews before entertaining a purchase at the store.
There is an old saying that goes something like this, learn from the mistakes of others cause you don't live long enough to make them all yourself.
Good luck! read more