0/17/2020 - Went into the Ashley Home Store in Brentwood, TN to buy new furniture. Of course, the furniture isn't in and who knows when it will.....
Clue #1 - unhappy customer walks up to us as we're buying our furniture and proceeds to complain about the customer service. Store employees, yes multiple, come up to us and apologize for her behavior and give us 2 bottles of water. (Being a past Ashley Furniture customer and supporting a local WI business, I just brush it off - there's always unhappy customers, right?)
Fast forward to 1/7/2020:
First, early Dec. I get a call from our sales person, Logan Poff, saying the 3 piece sectional is in and can be delivered mid Dec. I remind him that we're not in TN, won't be in TN during that timeframe and would like to reschedule the delivery for 1/7/2020. He's adamant about having it delivered in Dec., for some reason, and I continue to remind him that's impossible. Finally, Logan says ok call me back after Christmas to schedule for 1/7. OK.....
1/4/2020 - I remember that I haven't talked to Logan. 12/31 - I text and no response, 1/2- 2 texts and no response, 1/4 - I text and no response SO I call the store on 1/4, 3 times waiting on hold over an hour, before I actually get ahold of the 1 Customer Service employee that's handling their IVR Options 1, 2 and 3. But, if want to talk to somebody about sales...they'll answer the phone!
Long story short - ONLY 1 of the 3 sections are in! Remember, back in Dec. Logan told me the sectional was ready to be delivered. So, I had a very direct conversation with the CS rep as well as texting Logan letting him know of his lies!
CS says, oh the right arm loveseat just happens to be arriving on 1/5 but the middle section isn't slated for mid-Jan. I say, ok and I want those 2 pieces delivered on 1/7. After some back and forth and #ashleyhomestore #ashleyfurniture not wanting to deliver partial orders, they delivered my partial order.
I'm NOT exactly sure where this right arm loveseat came from but it's NOT new! It's NOT the same color! It's used AND it has an oder! And, remembering back to the delivery; the delivery guy flipped one of the cushions prior to taking a picture saying something like oh the zipper was in front....ok, whatever I wasn't really paying attention as I'm standing back keeping my distance - pandemic remember!
We now know why he flipped the cushion - there's a large stain on it!
I call Logan directly, tell him what's happened and he says you'll need to call GRT (Guest Response Team) as he and/or the store can't do anything. He also warns me that the Customer Service from GRT is horrible.
I call GRT and tell them what's happened. She says, I'm sorry you'll have to call back tomorrow as there's no manager today. I say, I have to call back? You can't call me tomorrow after you speak to your manager and she says no.
I call Logan back, explained my GRT conversation, and he says you'll need to call the store tomorrow as there's no manager today.
Below are pictures of the loveseat.
You can clearly see the difference between the two pieces!
The right arm loveseat is darker, it smells and the cushion has a stain on it!
The 2 pillows that came with it are also much smaller than the 2 new pillows that came with the left arm sofa!
There's NO tag on the right arm loveseat like there is on the left arm!
There are also 2 black dirt marks that I have no idea what they are
Today, I get to deal with GRT and Ashleyfurniturehomestore to see how they're going to handle this! In the mean time, the right arm loveseat will either go in the garage or it might get dropped off in front of their store on the sidewalk for them to try and sell to another customer!
This is disgusting and the worst Ux/Cx I've ever experienced from #ashleyhomestore #ashleyfurniture.
#ashleyfurniture #ashleyhomestore #AshleyFurnitureHomestore #horriblecustomerservice
The #ashleyhomestore #ashleyfurniture in Brentwood won't answer my calls or call me back and neither will Logan, my sales guy!
GRT is saying, in so many words, that the couch looks fine based on the picture from the delivery driver. I must have done something! The store can't/won't do anything.
Well, well, well...... Letter to corporate CIO, COO and CEO next!
We haven't paid for anything and don't plan to.
Old used piece will sit in our garage and new piece will be used until they decide to come get it!
#horriblecustomerservice #AshleyFurnitureHomestore #ashleyfurniture
After a horrible **** show experience with #ashleyhomestorebrentwoodtn #ashleywarehousememphis #ashleywarehouse #ashleyhomestore #ashleyfurniture #horriblecustomerservice I just bought a new sectional from Head Springs Depot in Franklin, TN!!
Amazing Cx, Ux and super friendly people!!
Guess what...we could have taken it home today but we didn't have room so it's being delivered in a week! Highly recommend and will go back!! [?]
Ashleyhomestore Ashley Furniture Industries They finally came to pick up the furniture.
They won't take it because I'm denying the exchange! I don't want their **** furniture!
Customer Service told me to deny delivery and all would be fine.
Apparently that's not the case!
I'm calling headquarters in Arcadia as this is **** **** and I don't have any more time for this!!
#ashleyhomestorebrentwoodtn #ashleywarehouse #arcadiawi #ashleyfurniture #horriblecustomerservice #ashleywarehousememphis #AshleyHomeStore #AshleyFurnitureHomestore
Shocking..... My salesperson Logan no longer works at the store!
Finally got ahold of somebody at the store and seriously they're worthless!!
Calling corporate now.....
#ashleyhomestorebrentwoodtn #ashleywarehousememphis #ashleywarehouse #AshleyHomeStore #arcadiawi #AshleyFurnitureHomestore #ashleyfurniture #horriblecustomerservice
I called corporate in Arcadia.
They transfered me to corporate consumer affairs. Consumer affairs provides me the name and number of the CEO of this Ashley HomeStore - Chad Spencer.
I call Chad and of course Chad doesn't answer.
I leave Chad a VM.
I have now found Chad on LinkedIn and will proceed with connecting with him there as well as continuing to call him!
And the **** show continues....
I seriously can't make this up! Now GRT (guest relationship team) has hung up on me twice!
I finally get someone to talk to me and now they're lying so now I have the store versus GRT.... oh it gets better by the minute!
Never ever ever in the rest of my life time will I buy anything from Ashley furniture and I highly recommend that none of you ever ever ever support Ashley furniture again in your life!
Curious.... Anybody know Chad Spencer? He lives in TX
I went into the store, had a very interesting conversation with James, store manager, called the owner, Chad Spencer, in TX, in front of James. He didn't think I knew how to get a hold of Chad Spencer from TX! Of course no answer! 3rd VM.
James got a little nervous!
Did you know I'm from Augusta, WI which is close to Arcadia, WI. That would be the headquarters...
Final results.....yes, ma'am, I will get back to you....
Me: yes you will
#ashleywarehousememphis #ashleywarehouse #AshleyHomeStore #arcadiawi #AshleyFurnitureHomestore #ashleyfurniture #horriblecustomerservice #jamesstoremanager
NEVER BUY FROM ASHLEY FURNITURE!!!!