I own a couch I purchased at Ashley in Scottsdale, AZ. When that couch was purchased, part of the deal that Ashley gave was that they would provide lifetime free leather conditioner/protector refills. I had since moved with the couch to Tucson.
This is a little 8oz bottle that I've been able to get refilled just fine over the years. It's made the couch look excellent for over 10 yrs. But lo and behold in 2017 I go to the Ashley on Broadway and Pantano and they decide that to save a couple bucks and put a customer through unacceptable customer service, they will not refill my leather care protector.
I went to the cashier as requested and stated what I wanted. They made the first mistake and straight up told me, "Let us get you to sales and we will have you purchase more." I told them I'm not paying for more, I was specifically told I can go to any Ashley and pick up a refill and I have done just that a few times in the past 10 yrs.
So then next they stick me on a phone at the cashier counter. They stick me on customer service to Sam Levitz literally in the store. At the cashier counter. I go back and forth with the Customer service on the phone for 20 min. At the physical Ashley store. They again offer to sell me some. I again tell them no. So then the customer service I'm talking on the phone to while physically at an Ashley furniture location tells me I'm welcome to try my luck at a store. I told them I'm at a store and they've stuck me on a cashier phone. We go back and forth again, but I refuse to budge. I can afford leather cleaner at list price, but at this point it became about principle where a retail company should realize they told a customer something and they are unethically going against their word. Finally the phone customer service says they called the store and a manager should come see me directly in the store I'm at.
Next the manager comes to see me. I state my case and request what I am owed. At this point I've been here over 25 min trying to get a refill for an 8oz leather protector from a privately owned company whose last reported annual top line was $3.85 billion, so in a stern, but completely professional manner I tell them how unacceptable this is and I just want what i was told I would get by them and what I have previously been able to get from other Ashley locations. The manager immediately begins accusing me of talking to him in a condescending manner. Let me again indicate some professionalism and not give him a bad shoutout in my review, though I clearly remember his name. When he is finally done complaining he informs me they don't carry the leather protector in store. I immediately call his lie and say his own staff asked if I wanted to purchase it first. I talk to him a little more before he finally caves and goes to see if there's "something in the back." He finally emerges with exactly what I've been asking for, hands it to me, asks me to sign something, and walks off.
That was probably the only bad experience I've had in retail, because I'm generally easy going. This review won't do much to affect the business at this branch, because this is one of the only affordable furniture stores in Tucson east side. But I urge anyone reading this to not allow this store to push you around. read more