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Horrible experience, terrible service, no accountability

  • Selection: Fair
  • Expertise: Fair
  • Service: Very poor
Post-order customer care, customer service, zero ability to speak with a manager with concerns
Customer Service
Shopping Efficiency

Posted by Juliana from Baltimore, MD on June 8, 2017

Terrible customer service, terrible warehouse organization and even worse accountability.

We recently purchased a mattress and floor model bed (the Wesley King Poster bed) with a dresser and night stand. Where we got these for a good price, we didn't encounter any issues until after pick-up. We were told because it was a floor model, they would not do delivery; we had to come pick up the bed, dresser and night stand - which was all well and good, we complied. Once we got home and were ready to put everything together, upon unwrapping everything, we realized we were missing all the nuts/bolts to put our bed together. Upon further inspection, we discovered we were also missing the screws to mount the mirror to our dresser and the knob to the front of our night stand was missing. Another issue is they did not pack all the right slats and slat legs. They actually packed a slat board that wasn't even a king size - it was meant for a full size bed and did not match any of the other equipment - so they gave us part of someone else's order. After calling into the Ashley store they said they could not help us over the phone and to physically come in. We came in the next day and they informed us they would have to order all the hardware which would take 1-2 weeks. We received the other equipment within a week fortunately, BUT it was still incomplete - our bed was still not securely put together. We ended up going to home depot to find remaining parts. Yesterday rolls along, the day of our mattress delivery and the driver arrives with a mattress that we didn't pay for; we paid a lot of money for a beauty rest pillow top and what they came with was not that. Come to find, they delivered our expensive mattress to someone else. They take the bed & box-spring and say they have to bring it back to their warehouse for re-scanning and reshipping. No lead time as to when we can get a mattress. They did not expedite the order after THEY messed up. We were denied a manager. Hung up on multiple times. Absolutely horrible experience.

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