We are in the midst of a terrible situation with Ashley Homestore. My husband and I purchased a sectional in mid-April. OUr salesman, Allen, was extremely nice and helpful so the in-store experience was great. We were purchsing new furniture in preparation for Memorial Day visitors and a birthday party for our son. WE told Allen that we needed the furniture by Memorial Day. He shared that it was backordered, but that he felt sure it would get there in time. We rolled the dice and purchased. For the inconvenience of having to wait three weeks, Allen offered us a store credit (which I have now been corrected that this is a Loyalty Card) for $200 toward a future purchase. While we were at the store, we figured we would look for an accent chair and apply that $200 toward it. Allen let us know that you cannot use the Loyalty card on the same day as the original purchase and so we would have to make another trip to the store to purchase the accent chair. For THIS inconvenience, he offered us an additional Loyalty Card for $150. He said he would have the credits and all the information ready at the counter whenever we came back for the chair. Just a side note...Allen also offered to let us borrow his leather couch if our furniture did not arrive in time, and even offered to move it himself. We should've suspected that this was a fishy situation.
So Memorial Day comes and we have no furniture. I call the following week because we have a birthday party coming up on the 31st and need furniture. I was told that it would be delivered on June 4th. We were pissed, but made due. On the morning of the 4th, I received a phone call letting me know that not all of the sectional pieces were going to be delivered, and we can either wait to have it all delievered at once or have them bring the pieces in stock. It would not be until July if we waited for it all to be together. Against my husband's wishes, I took delivery of the pieces they had since, again, we had no furniture!
I started calling Ashley's store that day, trying to get some resolution because we had already been promised a delivery date that was missed, and now we were being told that we wouldn't be receiving a complete sectional. I spoke to Shawn first, and he tried to be helpful and said that he would look into it and call me back.....no phone call from Shawn. I called the next day and spoke to Will....same thing. The third day, I got in touch with Steven (I think) and he wanted to at least get a "half smile" n my face, so he said he would have the store manager Theresa call me the following day.
Shocker....Theresa DID call. And she let me know that Allen had no recollection of any Loyalty cards he had promised us, and there was no record of them anywhere. She apologized for our inconvenience and said she would try to get the remaining part of the sectional asap, and would return my call before the close of business that day. No call back. So the next day (day 5 now), I called Theresa back and she said she hadn't forgotten me but that she had not heard from the Houston store to see if they had our missing piece. She said it would probably take her a day or two, but that she would call me. Day 6 and 7, no call.
On day 8, the world imploded. I called Theresa again, and she said that she was unable to find our missing piece anywhere, and that she would try to have it to us by June 27. OR we could ask her boss if they could give us the floor model (for no discount and with no ability to exchange it for our new one when it arrived). I asked her to please resolve this because my husband was at Defcon 9.
When I got home and shared with my husband the latest, he went through the roof. He called Theresa and told her we did not want this furniture anymore and to have someone come and pick it up. She became very defensive and said she couldn't do that, so my husband loaded up all the cushions and pieces he could fit into large trash bags and dropped them off at the Pflugerville store. We are attempting to have Ashley's come and pick up the pieces that wouldn't fit in our truck, but they are not being very helpful.
When I spoke to Michael today at the store, he informed me that you only have 24 hours to cancel an order, and that you have 14 days from delivery to exchange items. He said I could speak to someone in Corporate about cancelling the order, but he was unable to tell me who that might be. So I call Corporate and speak to Aaron, who is now working on it.
Am I going to be stuck paying for furniture that we do not have any longer (at least not the cushions or ottoman), or is Ashley FINALLY going to do the right thing and let us part ways? Theresa freely admitted that we had been over-promised and let down by our salesman, but that there was nothing she could do. I did receive a $200 Loyalty card in the mail today, which I am sure had been voided after my husband dropped off 18 trash bags in the showroom.
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