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  • I have found that customer service is not important to the Ashley Furniture at 91 s Martin Luther King BLVD and they showed very little empathy. On Dec 19th I purchased a two piece sectional and a queen size bed totaling $936 and picked out another $650 worth of furniture for purchase in January. On Dec 23rd I picked up the two sectional pieces from the warehouse behind the store with my pickup truck. The guy loaded it and when I asked if it would go anywhere or if I needed to tie it down he said, "No. It is tight and not going anywhere." This sounded pretty confident to me and if he had said it could move and fall out I would have picked up each piece separately. Guess what... Driving down the 15 south at just 50 mph the chaise portion fell out of the truck over the side. Thankfully it didn't hit any cars and no one hit it, but the highway patrol had to push it to the side of the road and we put it back into the truck. The chaise is well built and was in one piece but the faux leather on one side and the arm were torn up. This wouldn't of happened if the warehouse worker hadn't loaded it top heavy. But he had assured that it was in the bed of the truck tight and wasn't going anywhere. On Monday after Christmas I emailed the customer service manager and got the usual canned response that it isn't there responsibility and they would sell me a new one for $271. Small discount. I then asked them to take 50% of the blame since this happened because of their employee. I was willing to take 50% of the blame. I asked for a 50% discount on a new chaise section since it was 50% their fault. The ticket price of the chaise was $399 or $450 if you divide the price of the sectional in half. So I was asking for a new chaise between $199 to $225. Ashley said that they would take no blame based on the contract and the best discount would be $271. As a grade student at UNLV who just moved here from LA and bought a new house every dollar is important. I don't think I am asking for too much. It is obvious that they don't care about creating a long term happy customer who was planning to spend another $650 next month and another $1000+ over the next year to furnish my new house. I was planning to spend this money with Ashley Furniture. I guess I will take it elsewhere since there are many choices to purchase furniture. All I am asking for is 50% responsibility and a 50% discount to go with it. On a good note Peter Lau my sales person was good but he won't be getting anymore of my business because of their customer service manager. I could have easily been made happy in this situation.
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