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| - Honestly, I love our furniture from Ashley HomeStore. What I do not love and the reason I have given them 1 star is due to their Customer Service and Delivery.
Here is the story: We (my boyfriend and I) were supposed to receive our furniture on 9/14 from 2-5pm. They called us and said they would not be there until 4-7pm. We thought, okay that's not too bad. At 7:15 they called and said they would not be at our house until 8-10pm due to "truck issues." I put those in quotations because who really knows the truth..... Then they proceeded to tell us it was not going to be possible to deliver that day and said they would call us THE NEXT DAY (9/15) in order to schedule deliver. Fast forward to 9/15 at 4pm. NO CALL FROM THEM. We were furious that they did not call us when they said they were going to. Lesson for the customer service industry: If you tell your client you will call them, CALL THEM. Anyways, we proceeded to call because we wanted our furniture (DUH, it was not our fault, BUT THEIR fault they did not deliver on said day they were going to). They told us that they next delivery date available was TWO weeks after our initial delivery date. We told them it was unacceptable. Then the customer service representative said she "spoke to her manager" about what they could do and told us that they could deliver on 9/21 and then a separate piece on 9/26. UMMMMM WHY CAN'T YOU DELIVER ALL OF IT IF IT WAS JUST ON THE DELIVERY TRUCK YESTERDAY?! What happened to the ONE piece that will be delivered separately?! The customer service rep had no response besides "I understand your frustrations, but no one in the company knows (blah blah blah)" NO ONE IN THE COMPANY?! You're telling me, that not ONE person can tell me what happened? Excuse my language, but BULLSH*T!! This customer service rep didn't give TWO SH*TS and that is a HORRIBLE quality in your customer service department. This rep then told us that in the small, fine print that delivery is not guaranteed on said date and time and it's not their fault so no one is to blame. I'm sorry, but SOMEONE IN THE COMPANY HAS TO TAKE RESPONSIBILITY! Whether it is with Ashley, or their delivery service, someone needs to take the blame. You can't just point fingers back and forth! You would think that the delivery service would think, "Hey, our fault because our truck sucks right now, but we will deliver it next day ASAP or as priority because we want to SATISFY CUSTOMERS." The delivery service needs to think of the bigger picture and review their fine print. If you can't guarantee delivery on a date and time that is mutual with the client, how do you expect people to keep coming back? The experience is from start to finish. From the moment a customer walks into the store looking for furniture, to the finish where the furniture is delivered ON TIME in perfect condition. Clients take of time from their job in order for other people to do their job correctly.
I'm upset that we paid a delivery fee and didn't get our furniture delivered when we wanted it to. What did our money even go towards if we didn't get our furniture on the date and time we planned for?
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