Ashley HomeStore

RE: Defective Rocker Recliner - Case #[protected] & Case #[protected]

Purchase Date: 2/24/21
Store: 829 N Alafaya Trail, Orlando, FL 32828
Associate: Delores
Delivery Date: 4/8/21

Dear Sirs:

I thought that I needed to bring to your attention the type of customer service I have been receiving since I purchased a $3, 000+ living room furniture set in February of this year.

The reclining sofa and reclining power loveseat were delivered in March; however, the rocker recliner was not delivered until early April. The delivery personnel brought the recliner in in 2 sections; then dropped the top piece into the bottom piece. He put the chair into the reclining position; set it back up again and promptly left. As I shut the front door, and started back into the living room, I noticed that there was an obvious slant (to the left) in the chair and when I sat in it to test it out, I almost fell over sideways in the chair. I ran out the front door to see if I could catch the delivery guys; but they were gone. I immediately called the store to report the issue; they said they would try and catch the delivery guys to send them back over; but the store never called me back. I called first thing the next morning and was told that it would be 2 weeks before anyone could come out to look at the chair. I set up the appointment; the tech came out; he looked it up one side and down the other, took a myriad of pictures, felt around; scratched his head and was unable to figure out why the chair slanted to the left. He decided that it needed a new chair base and proceeded to order same. Two weeks later, I received the part and had to call to set up another appointment for a tech to come out to replace the chair base. Another week later, a different tech came out. He turned the chair over; started inspecting it more closely and discovered that there was a bolt missing which held the chair frame in place. He found a bolt on his truck and replaced it; however, once the bolt was in place, even though the chair didn't fall/slant to the left anymore, it made a clunking sound when you rocked in the chair. The tech left without fixing the problem. I called the next day and reported the new issue, requested that the chair be exchanged and every week for the next 4 weeks called back to follow up and each time was given the runaround as to what they planned to do about it. I spoke with Brittany, Madison, Shirley, and Tanisha. I was assured that a resolution would soon come, and they all agreed that a replacement chair was warranted.

I have emailed, sent pictures, and an audio/video of the clunking noise. In the meantime, a spring came lose and almost poked a hole through the leather on the back of the chair. I called once again to follow up on my request for a replacement chair and to report the latest issue and I was told by Tanisha that yet another tech would have to come out to verify my claim. Today, July 10th, a new tech came out; fixed the broken spring, was unable to fix the clunking noise, and determined that the rocker base needed to be replaced. He called your office, reported the issues, reported my dissatisfaction, and reiterated my request for a replacement chair. The request was denied, and I am going to have to wait however long again (who knows - I haven't been able to use the chair since I got it) until another rocker base is delivered and yet another appointment is set to have it replaced.

At one point, when I called, I told one of the office associates that I needed to speak to a supervisor; she said she would put me in touch with someone on the "Escalation" team. I was on hold for almost an hour; and when she said "Mr. Lloyd" was now available, I was conveniently disconnected.

I keep seeing on TV that Ashley Furniture is the largest retail furniture store in America. With this type of poor customer service, I should think that will soon NOT be the case. Have you read the complaints? I have and it makes me even more disappointed that I ever walked into your store. And I surely will think again before ever doing it again and plan to tell my story to all who will listen. I have already made a complaint with the BBB.

I want my chair replaced!
Sincerely,
Janet Pursley
[protected]@ThePursleys.com