Ashley HomeStore

I ordered 3 twin headboards with a dresser and mirror. I told the lady I did not want the footboards as I felt that I did not need them. She placed the order. The furniture was delivered on Friday, July 11, 2015. The delivery guys asked me 3 separate times about ordering footboards. I was puzzled as to why they would ask me. I explained to them that I did not order footboards. They told me that the rails that were delivered required footboards. I told them to take them back because they would be of no use. I then had them exchange it out and asked for the soonest possible delivery. But this was after being put on hold and having the sales lady that I initiated the sales with refuse to speak to me. She gave the phone to someone else. I then asked for a refund because I refused to be treated the way I was being treated. Only to be told that they could not do so because they could only refund me within 48 hrs. of my purchase. I was then told that they could deliver metal rails the following week. This was by a supervisor at the customer care office who left me a voicemail. I tried to call him back and he never returned my call. I called again the next day and the lady explained to me that he already made arrangements for delivery and that he would call me back later. He never did. The rails were delivered on 7/15/15 only to be told that the headboards had been put together incorrectly so the frames could not be attached. They had to fix the assembly. Then I asked them if they were going to attach the rails to the headboard and they told me they could not because they do not provide the hardware to the rails. I would have to get those from Lowe's or Home Depot. After assembling the beds I looked and the rails were not sturdy against the headboards. I decided since I couldn't get my refund since it was outside the 48 hour company policy, I would have to buy the footboards. I explained to Jose, another salesperson my situation and he said that it should've been explained to me about how the metal frame would work versus the wood panel frames. I told him that even though I didn't want to give Ashley Furniture another dime, I had no other choice but, to buy the wood panel frames and footboards. This would cost me an additional $500. I told him that I would have to come back the next day, 7/16, today, to sign the paperwork and have that added to my account. When I went back today, I was told he was off after he had already told me that he would be there and that he would have all the paperwork ready for me and all I had to do was come in for a quick 5 minutes to finalize everything. So, another salesman tried to find the paperwork only to find that it was no where to be found. He had to regenerate the paperwork which took over an hour. Then he came back with a price that was a$100 more than what was quoted by Jose. I tried to reach Jose on his cell phone and he did not call me back. This seems to be the theme for Ashley Furniture, not returning phone calls and if they do call you back they continually quote company policy. So, when I was ready to finalize everything the salesperson said he could have everything delivered for me tomorrow, 7/17. But, when I got up to the front to finalize the paperwork the guy told me that only one footboard and one set of wood panel frame would be delivered tomorrow. The others would be delivered next week. This was the final straw for me. I have never been so frustrated about a shopping experience. Every single person from start to finish at Ashley Furniture has shown that they do not care about customer service. Even the customer service care office. I've been hung up on and been put on hold for at least 30 minutes or longer. I then tried to call the corporate office and I've been transferred and told that if it was outside of company policy, no one would be able to help me. From the beginning to now my experience with Ashley Furniture's employees has been a horrendous experience.

As of July I was supposed to be refunded my delivery charges per Cheryl with the office of the president...phone number [protected] and a $50 gift card but, to date have not received anything. I have called her everyday since September and left her several voicemails and she has not returned my phone calls.