From: Greene, Casie *Sent: Wednesday, November **, **** *:** PM*To: *****@***.com...

GetHuman-casiegr's customer service issue with Ashley Furniture from November 2018

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From: Greene, Casie *Sent: Wednesday, November **, **** *:** PM*To: *****@***.com' ******@***.com**Subject: Customer Complaint-Please Review****I’m reaching out to you in hopes you can help improve my experience with Ashley Home Furniture. I’m a new customer and purchased a Darcy Sofa Chaise on ******* in Lexington KY (**** Bryant Rd) with a expected delivery date on receipt *******. During the last week of September I did not receive any calls scheduling delivery from Ashley Home Furniture so I called them…my Lexington store informed me the couch was on backorder. I then asked when did they plan on telling me about this and what was the new expected delivery date….I was very disappointed and afterwards was contacted by Sharon Harris. She basically just tried to convince me that this is normal procedure for your company and that the salesperson should have told me because it’s in the paperwork, which I then told her that if a couch is on backorder and not being delivered the week its listed on original paperwork…CUSTOMER SHOULD BE NOTIFIED, NOT CUSTOMER CALLS TO FIND OUT BAD NEWS. Upset, but I waited another month. I receive a text weeks later asking to respond with delivery date choices of Oct **-**. I text the response to receive Oct **…days later a lady calls me to schedule delivery and informs me the soonest she can deliver the couch is Oct **?!!!!! WHY?!!!!!!!!!!! What is the point in an automated text being sent to customers for delivery appointments if they do not get the time they requested? At this point I’m going on * full months of not having a couch. Then on Oct ** when its finally delivered, they deliver a SAIGE Green couch which is not what I ordered…..I ordered Grey…….I had went back and forth with my salesperson the day I purchased the couch ******* indecisive on Navy or Grey and we even discussed with the manager Leslie because I asked if the Navy couch could have the Cherry (Brown) looking legs (Footers of couch) like the Gray one. She told me no so I said that I would order the Grey couch then, but unfortunately my salesperson entered the wrong code for color (this is what Leslie (MGR of AHS in Lexington informed me when I called the day a Green Saige couch was being delivered to my house). It’s to my luck that Leslie remembered being a part of the order process and did remember that I wanted the Grey couch. I was LIVID, I have never been treated this way from a furniture store. Being a part of this business, I like to think we strive to correct our customers experience and make things right to keep a customer! At this point my entire customer experience with Ashley Home Furniture has been an absolute nightmare! So then I reach out on Social Media hoping the corporate level can assist, I’m sure they are unaware of this ordeal and I can only hope they will interfere to prevent this happening to another customer. Sharon Harris contacts me again after the delivery of wrong couch and I made sure she knew how frustrated I was from the point of never being contacted about a backordered couch, to also getting a late delivery date, and then the wrong couch being delivered while I’m using my personal PTO to get it delivered!!!**In my defense, I have provided receipts below so that you are fully aware of this whole ordeal. Sharon & Leslie offered to waive the delivery fee because of everything that has happened but that is nothing to be honest with you….that doesn’t even cover the PTO I used on the day the wrong couch was delivered. Please review the following and please make this right. I think a discount on this couch would be fair. I do want to become a Ashley Home Furniture customer but this experience to say the least has been a nightmare. If we can improve this entire customer experience, I will gladly update my Facebook posts below to make sure Customers know you all did resolve the issue fairly. The couch was delivered today and its finally the correct couch. Thanks again for your time and assistance! **** ****** ** ****Casie Greene*Marketing, Direct Channel*...........................................****-***-**** MOBILE* *** * *Tempur Sealy International, Inc.***** Tempur Way*Lexington, KY ***** USA*

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Ashley Furniture

Customer service issue
Reported by GetHuman-casiegr
Nov 7th, 2018 - 4 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 214 others
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GetHuman-casiegr started working on this issue
Nov 7th, 2018 8:37pm