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| - In mid May I purchased a coffee table (and an entire living room set) that was delivered the first week in June. I was given a delivery window of 2:15 to 4:15 pm and the delivery did not arrive until 7:30 pm, despite several calls assuring me that it was coming earlier.
When the table finally arrived, it was damaged with scratches and dents in several places. I was assured by the drivers that they would document the damage and a replacement would arrive, but that in the mean time I should keep the table until the replacement arrived.
I later spoke with a representative from Ashley who informed me that now that the table was in my home a replacement would not be possible and a technician would need to come to my home. They had a limited amount of available appointments, but I scheduled an appointment for a technician on 7/9/15 almost 5 weeks after the damaged table arrived. When the technician arrived, he looked at the table and said that a replacement would be better, as it would take him too long to repair and would never look like a new table and that I should call the store that I purchased from and request a replacement.
When I called the Champaign store, I was informed that a replacement was not possible and a technician would have to be sent to the house for a repair. I was understandably confused as a technician had just left and told me that a repair was too time consuming and that I should request a replacement.
I explained to the customer service representative that I was frustrated as I had made a special effort to be home for the three-hour window for the technician and I was reluctant to set up another appointment with a technician without some kind of guarantee that the table would actually be repaired this time and again I requested that the table simply be replaced or if that was not possible, I would like to return the table and receive a refund. I was informed that a replacement or return/refund was not possible and that my only recourse was to wait for another technician. A call from the service agency revealed that no technician was able to return to my home until August the 5, almost 3 months after I purchased the table and would involve me rearranging my schedule again to be home for another midweek/midday visit from a technician.
I finally was so frustrated, as I had been misled by two representatives of Ashley about the repair/replacement process that I filed a complaint with the Better Business Bureau. Within hours of receiving the complaint Ashley contacted me to say that a new table had been ordered and would be delivered to me soon. However, they reported to the BBB that when the technician came into my home I had refused service on the table. This was a surprise to me as I was not given an opportunity to accept or refuse service. Instead I was TOLD that it would be too time consuming to repair and would never look like the new table that I ordered and I should request a replacement.
Ultimately, I was appeased once the new table arrived at the end of July. However, not only did Ashley waste a considerable amount of my time, this was a very poor customer service experience and I will not be returning to purchase furniture from Ashley in the future.
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