I purchased a new bedroom set from Ashley Furniture,but they delivered damaged, unusable furniture on two occasions.They have breached their contract.
Original Invoice: XXXXXX/39
Reselect Invoice: XXXXXX/39
Purchase Date: 3/26/16
Original Model: Demarlos Dresser/Mirror, Bed, 2 nightstands
Reselect Model: Tanshire Dresser/Mirror, Bed, 2 nightstands
SKU: XXX-XXX, XXX-XXX
Reselect SKU: XXX-XXX
Payment Amount: $2428.05
Payment Method: VISA Debit Card
Problem Date/Delivery Date: 3/28/16
* Photos were taken of all damage *
Ashley Furniture delivered and assembled the bedroom set in my home on 3/28/16. Upon inspection, I found damage on all 4 pieces. The Customer Service Rep told me they would send out a furniture repairman. The Furniture Repairman came to our home, painted over the damage, and cleaned stains on upholstery. However, you could still see where the repairs were made. Also, there was a problem/defect with the wood finish as it chipped easily with normal use (lamp, alarm clock being set on it). The finish actually came off with the scratch of a fingernail and was not fit for normal/intended use.
I requested a refund. Customer Service denied this request and gave me the option of "reselecting". The exact same bedroom set in the 2 showrooms I visited also had similar damage...and the finish scratched off with a fingernail. Customer reviews for the Demarlos set on the Ashley website confirmed this same problem, so the only option was to pick a different bedroom set. However, Ashley does not carry another set in the same color and kind as my original purchase. I was forced to get a different color (light brown instead of cream) and different kind (non-upholstered bed).
The "new" bedroom set was delivered on 4/30/16. Upon my inspection, there was (again) damage on all 4 pieces. Also, the wood finish was not the same as the pieces in the retail store as it did not have the "distressed finish" that is also advertised on their online site. The mirror itself does have the distressed finish, but it does not match the un-distressed dresser it is attached to. Customer Service offered to send out a furniture repairman or give me a $75 gift card. I have not accepted either offer and requested a refund, which they denied.
When I initialed the "no return policy" on the Ashley contract, there was the assumption that the furniture would be as described by Ashley and fit for its intended and advertised use. There is also the assumption that I was buying new, not damaged, furniture. Ashley Furniture has not provided the product as promised and is in breach of contract. They have misrepresented their product and made false statements. It has been longer than 30 days and I have not yet received the new, useable, like kind/quality/color furniture that I purchased.
I should not have to suffer because of
Ashley Furniture's mistakes! I have lost over 3 days of my personal time waiting on furniture deliveries and repairmen. I have lost time talking to ******** service reps, going back and forth to their retail stores, and writing this complaint. I have lost my personal time with my children and family. This has been a month of continuing stress for me. I do not have the new furniture that I paid $2428.05 for. Ashley Furniture should have the consequence! I am asking that they pick up their damaged, unfinished furniture from my home and return my money in full.
I would like Ashley Furniture to pick up the damaged, unfinished furniture from my home and refund my money in full.
We apologize for the many issues that the customer had surrounding her purchase. We are picking up the customer's items on Saturday 5/21 and issuing her a full refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
City Furniture/Ashley Furniture has not refunded my money. They picked up their damaged furniture a week ago on 5/21/16 but they have not refunded my $2428.05. I called them yesterday and today, but no one has an answer for me regarding this matter. The first customer service rep told me it would be 3 to 4 days.
Final Business Response
There are a total of 3 credits that were processed for the customer. These are the dates and amounts:
5/28/16 $ 166.09
5/30/16 $ 120.90
These credits total $2428.05. They should have been received by the ******** depending on how quickly her credit card company returns the funds.
Final Consumer Response
After several phone calls, I did receive a full refund (in 3 parts) to my account on 5/31/16.