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 Fooled by Ashley Name Once but Never Again
Posted Thu April 16, 2009 12:00 pm, by Chris M. written to Ashley Furniture Industries, Inc.
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I was recently in the market for a China Buffet/Hutch set and stumbled upon one from Ashley furniture that I really liked. I purchased the item and was pleased to have found one from what I previously had thought was a solid, reputable, name brand furniture company.
Instead, the unit arrived a couple weeks later. Upon unpacking it, it was discovered that there was a couple paint chips, the back board was coming off of the hutch, one of the doors was extremely at an angle due to badly bent up hinges, the top header piece was flush with a divider on the right, but set back over 1/4" on the same divider on the left because of a terrible mis-cut at the factory (this caused a bad gap between the left door and the top header pc) and finally, the buffet's right door is also misaligned and you can see thru a crack into the bottom of the cabinet. Please note, the box was in pristine condition with no damage. Most of this was definitely factory quality control issues. We sent it back to the store and the repair person there installed new hinges from a floor model and cut a custom shim to make up for the mis-cut wood and push the top header back out flush.
This is all very disappointing. To add more stress to the situation, before we went through this, we also added a new, matching Ashley table and 6 chairs. Our salesperson finally called down to find out why it kept showing as shipping, but never made it on the truck. It's because they don't have enough chairs. Chairs are expected to be completed in early May. I purchased this set at the end of March. By the time I get the chairs, this will be at least a week into May, if I am lucky and everything goes exactly as planned. This is also extremely disappointing and not acceptable. I am also extremely worried about the lack of quality that I can expect on this furniture and am worried that I just wasted a ton of money on a sub-par product.
Directly expressing my concern to Ashley via the feedback system there led to one ignored complaint. After 2+ weeks of no response, other than the initial auto response, I re-submitted a complaint. I got a quickly written e-mail response that mis-spelled words including my name, that was not helpful at all.
I would like you to be more sympathetic to the results of your poor quality, poor communications and poor delivery as it relates to effects on your customers. I would like, but expect this to go no where, that someone re-looks into the lack of quality controls in your processes. Finally, if people got decently timed responses to issues, especially ones that actually pretended to care about what issues the customer has, it would go a long way towards customer service.
For now, I'll keep my fingers crossed that I my kitchen set is ok and I do not have to send it back for paint touch ups, shim jobs or other unexpected issue resolutions.
Regards,
Chris
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