Give Ashley Furniture An "A" For Attitude
If you sell furniture, at some point you’ve probably heard a consumer compare buying furniture to having root canal without a sedative.
In fact, with perception being reality, many consumers will tell you that people who sell furniture are right up there (or down there) with used car salesmen.
However, an item that Google picked up today sends a signal that not everyone who sells furniture is a rotten apple.
Google picked up a plea for help that a consumer had sent the St. Petersburg Times. It seems that a little over a year ago, the consumer had purchased a leather lounge chair at an Ashley store. As luck would have it, a short time after the one-year warranty had expired, the customer noticed that the leather was peeling from the back of the chair.
You can read the story here: http://www.tampabay.com/features/consumer/article988783.ece
The consumer said she wrote to the store and to headquarters but was getting nowhere.
The newspaper, acting on the consumer’s behalf, contacted Ashley’ corporate office and reported that Carrie Timp, a staff member at the corporate office supplied a “positive and timely response.”
While noting that the one-year period had elapsed, Timp apologized for the problem and said that, “in the interest of custoemer service, we are willing to offer the customer a store credit to re-select a different recliner.”
Hats off to Timp and Ashley for doing the right thing.
In this day and age of being able to find anything online, no good deed–or bad– will go or unnoticed.
www.decorium.us commented:
i like ashley furniture style ... and prices. And for the leather peeling in the back. it's not leather, it's vinyl
Ashley Furniture commented:
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BTSutkayvitch commented:
I purchased a dresser and chest from Ashley, Key Town collection, on 9-13-2011. The first delivery on 9-16 was a flop when I discovered a huge gouge on one side of the dresser, the chest was fine. I refused the dresser and set up a new delivery on Sunday 9-18. When removing the 'new' dresser from the truck, the box looked the same as the previous delievery. They had used a putty stick to fill in the gouge and thought I'd never notice it. I refused a second delivery. Now they tell me they have to make a 3rd delivery, but won't accomodate my schedule because they're drivers are autonomous? I told the store I wanted them to remove the chest of drawers, but Ashley Homestore says they don't have a return policy and I'm stuck with my purchase.
Once I get this purchase finally, I will NEVER shop at Ashley Furniture or it's parent company City Furniture again. There Customer Service department should be renamed Cover Our Corporate Ass Department.
www.drafly.com commented:
Ashley showed their furniture in the furniture fair which was held during Mar 16th-20th in Dongguan China, this was considered to be a sign of exploring China Market,we have no idea how they could sell well if they caused so many prblems to American consumers...
Ashley Furniture commented:
I bought a couch and it when it was delivered it was on the truck bed straight up on one of the arms, the pillows were on the floor of the turck loose, the delivery guys put them on their sweety heads as they were bringing them in and once the couch was in it smelled. I called wanting a rep to come see it and he just snickered and even said the smell was "new". They would not do anything! Never will I purchase from them.
Ex Employee commented:
It wouldn't be so bad if they were honest about what they are selling. Is it heavy? Most likely not wood but pulverized and glued into cardboard pressed in layers and stamped with a picture of wood grain. My boss told all of us it is ok to lie to get the sale as long as it's not too big a lie, he'll cover for us. #1 Saleslady told all her customers yes it's on sale but today only....well it was FOR sale, but not ON sale. And then we had to mark UP the prices so we could put them on sale.....Leather was the worst. Got fired because I refused to lie and didn't fit in they said. You're right. Do unto others as you want others to do unto you was my motto. I didn't fit in. Every time I got a big sale, the boss would yell at me at the top of his voice and refuse to pay me my all my commission. We had to work 50 hours a week but they would only pay us for 38 hours a week. My opinion is if you want junk don't complain later when the junk falls apart. Their policy is to blame the customer so they don't get returns. If I were you, I'd buy good furniture from high quality store but on sale!
Herman Cutler commented:
Is Kerry Lebensburger really the fraud his reps say he is?
Hannah commented:
I think Ashley done the right thing. I have bought from them in the past and will buy from them again.
Stephen Midwest VP commented:
comical, really...obviously the author pounced on an opportunity to relate a 'heart-warming, smarmy tale' about this goliath of poor quality...ashley?...good service?...not as a rule...by any standard...
VJ commented:
I bought all the furnitures for my newly bought home- Cal King bed, dresser, light stand, sofa, dyning table etc.. thinking that I will have a good relationship with this store in future.
Well, thats what Ashley staff didn't want because they are EXPERT to sell the material & as soon as you pay them, they will drop you likel HOT POTATO.
I was promised a delivery date & the delivery was done 2 months after the promised date & that too not in one shipment but in 3 shipments. So, by the time I got my last furniture, it was 6 months from the day when I payed. They also shipped a broken furniture & the delivery guy refused to take it back & I had to call back & forth to the CORPORATE office & every time they spoke to me was FULL OF ATTITUDE as if they are doing a favor to me by replacing the defective furniture. They kept promising me to call back with a tentative date when I will get my replacement, but IT WAS ALL LIE. They never did. Finally I spoke to their supervisor after 3 weeks ( I called every single day for 3 weeks) & after speaking to him I found why staff was so INCONSISTANT in their response & why the staff was lying every left & right? The supervisor was nothing but was their TRAINER of HOW TO LIE THE BEST. He even promised that he will get back to me in less than 24 hrs & then I heard from him after 8 days saying, nothing can be done about the replacement. I had to go to the local store where I purchased the item & they said we sold you & thats where our JOB ENDS. Now, you have to follow up with the corporate center. Finally, I gave up.
Well, the story didn't end here. Later 10 months from the day of my purchase ( 8 months from the day of delivery), I found a manufacturing defect on the mirror of the dresser & I called them again. They asked me to send some pictures. After reviewing that they said its not a manufacturing defect & then the supervisor said that even if it is a manufacturing defect, I have to call the insurance company to get it replaced. I called the insurance company & they told me to call Ashley furniture back as it was within 12 months of purchase. By the way, all this didnt take place in one day ( I had to continue calling back & forth speaking to some operator then to analyst & then to supervisor & all of them a extremely good at lying). So far, I am still waiting to hear from both Ashley Furniture as well as Insurance company.
In between, I even got 2 calles from my local store that the mirror has arrived & they scheduled the delivery date, I took Time off from my work & nobody showed up. When I called them back, they said SORRY- our delivery service messed up. They re-scheduled the delivery & I had to take another day off, this time even the delivery service called me & scheduled the time. Again, as usual nobody showed up & when I called the delivery service, I was told that there is no delivery for me. I called Ashley Furniture & they said there was nothing to be delivered for me. When I asked that what were those calls all about, they said WE ARE SORRY FOR THE TROUBLE. So, not only they take our money & not deliver whats promised but also they LIE so that you can take day off & loose your own money. What a mess.
I short, I would strongly urg all of you NOT TO BUY ANYTHING FROM THEM & IF YOU DO THEN BE PREPARED TO GO THROUGH WHAT I WENT THROUGH OR EVEN MORE.
Hop this helps.
mudge commented:
Ashley did the right thing. All of you saying they sell junk. Do you have any idea what you are talking about??? They sell more furniture than any company. Of couse you will here more bad stories. I bet the % of complaints to satisfied customers blows every other funiture maker away.
John commented:
Yes, lets applaud Ashley for doing their Job (no sarcasm intended). Do you have any idea how many companies out there don't do the right thing these days? It sounds to me like the company not only did their job, they went beyond by assisting this person out of warranty.
Try contacting the company that made your car for assistance past the warranty, let me know how it goes.
anna commented:
I purchased a brown leather loveseat and recliner from ashleys 2 years ago. It is now peeling and turning orange. I also purchased the $339.00 warranty. When i called the warranty company they told me it was a "manufacturer defect" and that its not covered.And when i called the store they said the manufacturer's warranty is only for one year. So now my 3,000 furniture is peeling and theres nothing i can do about it.
Nomar Highpoint commented:
Ray, sounds like a BIG butt kiss to me. These guys sell disposable furniture. Usually last about 2 weeks. Why don't you talk about something really important.
Billie Furrh commented:
I was not treated as well by the store in Tyler, Texas. The recliner I bought in tyler, Tx. store was too hard to operagte for us. We are 75 & 80 years old. The store refused to refund the money. they offered a store credit (which I did not need,but wanted tocharge 130.00 to return it. I had picked the chair up and also returned it 1 wk after purchase. I am very upset at this co.45ksx
Furniture MFG commented:
Hats off to Ashley Furniture?????
Perhaps if they had sold quality furniture in the first place, they wouldn't have to be replacing a leather chair after only 1 year. This is what is wrong with the furniture industry...We no longer promote quality. I am very disappointed in this blog!
Jim Green commented:
You are so right, Ray. From a practical standpoint, I suggest to retailers all the time that if there is the slightest question of whether a customer has a valid complaint to go with the customer. Sometimes, even if the customer doesn't have a valid claim. The retailer does not have the ability to explain their denial of action to satisfy the customer to the multitudes of people that the disgruntled customer will tell. In all likelihood none of those folks will ever enter the showroom after hearing a one-sided argument. I think retailers sometimes can win battles and lose wars by adhering so rigidly to their policies.
!!!!! commented:
Let's all applaud Ashley for doing their job. Hope you can smell the sarcasm. What's so special about selling a piece of junk then giving a credit to buy another piece of junk. Service to a paying customer should be expected. The leather peeling off the back of recliner in the first place is what your article should be focused on. Good try. Not impressed.
? commented:
Shouldn't the real question be - why did the leather peel in the first place?
