Ashley HomeStore

Glenn Mlynarek ASHLEY FURNITURE
6915 W. Briles Rd Broken Base Recliner
Peoria AZ 85383
[protected]

Purchased extended warranty when we purchased our furniture

October 28 - Called about broken base on recliner and told to go in to store.

October 28 went to Bell location where purchased and told a tech would call me to come out.

November 1st Tech came out, said part was no longer made and would go back to store and find one that would fit and have the part and hardware sent out and to call when I received so he could come back and install.

November 18th called because still had not received.

November 21st received phone call that part was in warehouse and would be shipped out and tech would call to install. Teresa, Case # [protected]

November 28th I called to schedule installation and was told I had to call insurance company with case #

November 28th called Insurance Company with number I was given and they had no idea who I was and had no case # like that.

November 28th I called back and was told that the part I was sent was wrong and they would send a new part as this was being taken care of in house.

November 30th I returned the first part I was sent to Bell store.

December 2nd Called and was told parts had not been shipped yet.

December 9th I called and said parts had not been shipped yet

December 16th Go to Bell store to see what is happening. Talked to Manager Daniel Homan who told me to give him 72 hours to take care of this

"7" Weeks SO FAR!

ALSO.
EVERYTIME I call Ashley phone number I am always put on hold for 30 to 40 minutes before anyone answers so close to 4 hours on the phone so far plus 3 trips to the store.

________________________________________

Called him 72 hours later and told he was out of town so had them phone in a message to him and I also sent him 2 emails (attached)

From: Glenn M
Sent: Thursday, December 19, 2019 11:57 AM
To: dhoman@ashleyhomestores.com
Subject: Broken Recliner Base 7 weeks +72 hours.

When I talked to you on Monday you said to give you 72 more hours to take care of my broken recliner.
Called the store and told you are out of town and to call back in a few days.
That will then make it 8 weeks.
?

Glenn Mlynarek
[protected]@live.com

[protected] Cell/Text
________________________________________
From: Glenn M
Sent: Thursday, December 19, 2019 3:45 PM
To: dhoman@ashleyhomestores.com
Subject: Why is Customer Care Calling me?

Why am I getting calls from your customer care asking me to start the process all over again with pictures (which I gave you) and wanting model numbers and serial numbers and purchase receipts.
All this info is in your computer and I already handed you all the other information.
Once we get to 8 weeks I will have to look into legal action and Arizona consumer affairs.

Glenn Mlynarek
[protected]@live.com

[protected] Cell/Text

On Sat December 21st Called store and asked to talk to the manager Daniel Holman. I was told he was with a customer and would call me right back..2 hours later, no call, so I went into the store.
He said he had received my emails (which he never answered) and said corporate customer service would have to handle this. So I had to go into the store to get this info.
Now we have to start all over after 8 weeks of waiting.

My wife and I decided to buy a dresser and 2 nightstands at Ashley furniture on 8/3/2019 that were suppose too be delivered on 8/7/2019.
Well at first they offered to deliver on 8/5/2019 or 8/6/2019. But due to my wife and I having doctor appointments that was not going to work so we said 8/7/2019 would be fine. We paid $500.00 cash and used the debt card for the remainder of the bill of $990.55. So paid it in full! We were told that 2 days before delivery they would call and set up a time frame for Wednesday 8/7/2019. That would make the call to schedule delivery on Monday 8/5/2019. Well Come Tuesday 8/6/2019 there was no call. So I called Ashley customer service to find out the status on Wednesday delivery. Well the answer was that one item would be in on 8/30/2019 and the others on 9/4/2019. What? That's a month away and we bought on the promise of the next week delivery. So we went to the store in case the customer service rep on the phone misread anything. I walked up to the counter, yes with a smile on my face, as I know sometimes people on the phone make mistakes reading the screen. The girl at the counter of Ashley Furniture (69th and Bell Rd) said that the items will be in on 9/15/2019. What? Now we are 1 1/2 months out for delivery. I requested a refund and to cancel and the girl at the desk called the manager over. The manager said he would check on the items. So he called the warehouse and he said they did have some in stock and could deliver Friday 8/8/2019. I told the manager that I expected them to keep their word as of the sale it was to be delivered to me on 8/6/2019 and why if they had in warehouse they did not keep with the Wednesday delivery as agreed upon when taking my cash and instead moved me out to 9/15/2019. The Manager said he would call to see if they could work me in for Wednesday delivery still. After 1 1/2 hours waiting in the showroom still no response. I called it quits. My wife and I waited 1 ½ hours after the manger made the call to the warehouse and received no updates other than the manager told us he called the warehouse delivery people. We knew that after the first time he told us.
Well we decided to cancel the order as it seems we were getting the "We are not too concerned about it) attitude and demanded a refund!
NOTE: Not only did they have in stock in warehouse and did not deliver as agreed, they put us out 1 ½ months to be delivered. Plus the manager did not keep in contact with warehouse to insure they could arrange a delivery as agreed originally on purchase. In all fairness, 1 ½ hours of my wife's and my time standing in the showroom is surely fair enough in correcting the egregious error on their part and getting this corrected. That is more than insulting, that is disrespectful, period.
Now here is the kicker. I debited $990.55 so they credited it back to my visa debit card. The $500.00 cash I gave them in hand is going to take 21 days for a check to be sent from a third party. Now all this money was paid at the same time of purchase, so paid in full! Wow? "So I asked the Manager what is the company that is sending the check. Manager said he does not know, but that it is a third party company. What is the phone number of the company that is sending the check then, I asked the manager. Manager said he does not know. How about a receipt showing that so far I only received $990.55 back in case the check does not arrive. Manager said they do not give any receipts on refunds showing balance they still owe you. OMG! So I guess it is a trust thing, like when they agreed to deliver on Wednesday 8/7/2019, I need to trust them again that they will send my $500.00 in the next 21 days. And if I do not get a check in the mail. Who do I go to?
I give 1 star for the sales person who was very non pressure and very assistive.