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| - My husband and I are moving into a new house and decided we wanted to buy all new furniture. He saw this Ashley furniture while visiting Best Buy in the same shopping center and suggested we give it a try. Soooo, let me give you the run down .
I definitely have mixed feelings. My first experience in the store was great. My husband & I came in to browse and ended up furnishing 3 rooms. My consultant Nicholas was so helpful and spent a lot of time with us. He even helped us carry stuff out to the car because we had our son with us. He was great! We probably wouldn't have spent as much as we did if he wasn't as helpful as he was lol. I also got 0% financing for 5 YEARS soooooo why not?!
But I'm hella irritated with the service we have gotten (or not gotten) since then. The first time I called the store to inquire about my order, I sat on hold for over 10 minutes. Hung up, called back, they put me on hold for over 5 minutes, took my number and said someone would call me back. 3 hrs later I still hadn't received a call, so I called back. Sat on hold for another 5 minutes but finally got the issue resolved.
The second time I had to call was in regards to a bill. The bank who does financing for the Ashley Furniture accounts sent me a bill after they told me that I wouldn't be billed for furniture until 30-45 days after delivery. It took 3 tries calling and about 20 min on hold before they could explain it to me. Apparently they charge you separately for things that you have to take out of the store, which makes sense and is totally fine, but it would have been nice to know that so I wasn't blind sighted when a bill came (especially since I don't even have my furniture yet). But one thing that pissed me all the way off was when the girl on the phone had the nerve to get an attitude with me like she was just so inconvenienced because she had to look up my account. Ma'am, you're at the customer service desk ... that is what you do. Trust me, I'm equally inconvenienced by the time I have had to sit on hold waiting for you guys to get your lives together over there.
It has been a month and a half since we ordered and my furniture is supposed to be delivered today. They told me that someone is supposed to be calling 72 hrs out to give me a time frame for delivery. No one called . So I called twice yesterday while I was at work. The first time I sat on hold and no one came to the line so I hung up. I called back, was placed on hold for 8 minutes ... just to have her come back on the line and tell me that someone was going to call me back and took my name and number. Kept my phone on me all night. And again, NO CALL BACK. So now I have no idea when it's coming.
So, as a customer, this is how I feel. Everything is all fine and dandy when you're in there spending thousands of dollars. But it seems like all smoke and mirrors because everything changes after you leave the store. I gave them a 3 star because Nick was great and they were able to change something about my order but I'm totally put off by the lack of customer service when you call.
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