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  • I wish I could give them negative stars. DO NOT SHOP HERE! It is not worth the hassle or the couple hundred dollars you might save. You get what you pay for. Ordered a 4 piece sectional in Pewter. Wrong color delivered. Cancelled the order and being charged a 10% restock fee for items not received. Ordered 3 piece sectional w/ottoman 12/13/15 in Pewter. Delivery of 3 pieces scheduled 12/18 and other 1 piece 12/22. Items were rescheduled for 2 items 12/18 and 2 on 12/22. 2 items were delivered on 12/18 in the wrong color. I refused the items and an exchange was processed. I was told due to the change in color 2 items would be delivered 12/23 and 1 on 1/18. I don't know where the 3rd item went. Also, the delivery drivers drug mud through my brand new home even after repeated attempts to ask them to stop walking through my yard because it had just rained. On 12/22 I got a call and a text confirming delivery of two of my pieces on 12/23. Then I got a call an hour later saying those would be delayed AGAIN to 12/26. I decided I was sick of getting the runaround so I went into the store on 12/23 to cancel my order. The sales rep (Jim Walker) and supposed sales manager (Barbara Holbrook) treated me very unprofessionally. Jim claims he entered the wrong order because the picture looked gray. Then when I cancelled my order, I was very snottily informed that I would have to pay a 10% restocking/cancellation fee for items I never received nor had ever left the Ashley Warehouse. I was advised this is because of the two items that were delivered on 12/18 that were the wrong items due to the error on the part of the sales rep. Both the sales rep and sales manager blamed me for the error which was incorrect. On 12/27 I e-mailed the store manager, Tobin Lenard. I gave him a timeline of exactly what events took place. I stated in the e-mail that I would contact corporate if something wasn't done about this fee. The response I received involved no apology, no acknowledgement of the error made on the sales rep, absolutely no resolution at all. I was basically told "here go ahead and call corporate". I should have read the reviews on this location prior to shopping there, so if there was any error on my part that was it. Tobin gave me the "corporate" number to call, but it's just a customer service line. The people were nice but there was nothing they could do to help me and no one would provide me with a direct e-mail or contact for Tobin's manager. The store manager is not the end all, be all in any retail establishment. Regardless of whether the fee could be refunded or not, I have the right to make someone at a higher level than him aware of the unprofessional level of service at this store. And how does a business get away with charging me $200 for items I never got?
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