Ashley HomeStore

Customer service is seriously lacking with this company. The continued poor service and inept ability to correct a lack of quality repair on a BRAND NEW couch has made me a very dissatisfied customer. The number of items that I have to complain about has now rose above 10! To give the general public an idea of the fiasco I have endured.
I went into an Ashley Furniture store in Temple, TX and decided on the Dahlen sectional sofa. I found the couch and chair cheaper online than was priced in the store but they did price match and convinced me that although I could get cheaper delivery pricing online that it was «worth it» to pay the extra fee they charged in the store «in case something was wrong with the pieces upon delivery». These pieces were a celebration of selling my home, getting a divorce and my birthday– so pretty monumental. A week later my furniture is delivered, as promised, but I noted a small hole in the backside of the chaise lounger while the delivery guys were still unloading it. They called customer service who offered me $ 75 in store credit for the problem, but no real resolution on getting it repaired or replaced. I called back pretty irate due to my disappointment and was offered to have the fabric of the section of the couch repaired by a craftsman. I wasn’t thrilled to hear it would take a week to get the fabric to me and then another week to have the craftsman out to repair it. But I relented. I finally get the fabric and the craftsman out and it is the wrong piece of fabric, and will have to be re-​ordered and wait again two more weeks. Keep in mind that every time this happens I have to call customer service and sit on hold for up to 30 minutes to speak with someone. To date, I have done this 4 times now, which equates to 2 hours of my time, along with the time off work to meet the craftsman.
Today, which is now a month from the time I received the couch, the craftsman arrived (although I called customer service and advised that the date they chose to schedule him was not convenient for me and asked to reschedule for the following week), only to discover that the replacement fabric sent the second time is STILL THE WRONG PART! The customer service regarding this entire issue is not even close to poor, it is seriously grave. This company has more issues with customer service than I have seen in any medical facility, fast food restaurant or retail merchant. Overall, I would not give this company a 1 on a satisfaction scale. This is truly sad because the couch that I had before this new purchase was an Ashley one that I had purchased 10 yrs previous and had a fantastic experience. Apparently becoming a big name, has caused some big heads that do not recognize a need to really focus on customers. I can assure you that I will do my very best to make sure that everyone of my friend NEVER consider their store for future purchases. TOTALLY POOR CUSTOMER SERVICE.