Damaged Furniture
Complaint
Sherry Hansen
Country: United States
PLEASE PLEASE HELP!!!!!!!!
We orded furniture 7/03/12 from the Henderson Store 661 Mall Ring Circle we were told Ashleys would call
Prior to Delivery to schedule delivery date and time, They called a few days later stating it would be the end of
July I belive it was the 27th they were having issues with the server, sorry I can not remember the exact date, the day before we received call stating the delivery had to be rescheduled, this time the chairs were the issue. This time we were told we could go into the Store and pick different chairs, we said no we would like the charis were ordered and paid for, they said it would then be the end of August on the 25th we said ok. The day before they called to confirm the delivery and advised if we were not at home on the scheduled time we would be charged $39.99, We of course would be home considering the length of time it took to get the items. The delivery persons arrived on time there were 3 men . They brought in the Table and Roy started putting the Table together my husband and I looked at each other because we could see the table was on a slope, one of the delivery men said it was our floor, now we have lived in this house for 21 years and have never had a issue with the floor being on a slant? Roy said to the man no dude it is not the floor, I myself said no this is not the issue the man threw his hands in the the air went outside got in the truck turned it around the street as if he were leaving, he and the other worker sat in the truck with it runnning while my Husband Larry tried to help Roy level the Table, Larry got our level from the garage and put it on the Table it was very unlevel, Roy said they would have to schedule a tech to come out and level the Table at this time i am thinking are you kidding me i then checked out the server it also damaged goods the right side was strong and stable the left side was as if it was not attached to the right side it swayed . I said this is not acceptable. Ashleys called about 1/2 hour after the workers left and asked to have the tech scheduled i advised the caller that were we not taking the furniture because it is damaged so we were coming into the Store to return the merchandise and would like to speak to the Manager she said she would advise the manager. We got to the store and spoke to a lady in customer service she said she ran the customer service area sorry her name has just vanished she was a nice person however she said that we would be charged $79.99 for the return for pick up. I said for damaged merchandise we are being charged a pick up fee she said yes. She also asked if there was a diffeent set we would like to buy, now really after the experience we had all i wanted to do was run out of the store and never return. I signed the papers and we left.
I have worked in customer service for over 30 years in the hotel industry my husband and i were both born and raised in Las Vegas/Henderson area. I having delt with complaints and dissatisffied customers my entire career.
my job is customer service rep, her customer service skills were lacking the ability to make a command decision when a customer has received damaged merchandise, although she didnot write damaged she wrote we didnot like the quality this is ture but the reason the quality was bad was because it was damaged and customers should not be charged a return fee nor should they be charged a delivery fee in a case of damaged quality. PLEASE HELP with this we paid $2,034.84 and we will be refuneded $1874.86 WOW what a large fee for a customer that is verrrrry unhappy and will not trade with Ashleys again.
Again please help,
Sherry Hansen
(702)468-3836
We orded furniture 7/03/12 from the Henderson Store 661 Mall Ring Circle we were told Ashleys would call
Prior to Delivery to schedule delivery date and time, They called a few days later stating it would be the end of
July I belive it was the 27th they were having issues with the server, sorry I can not remember the exact date, the day before we received call stating the delivery had to be rescheduled, this time the chairs were the issue. This time we were told we could go into the Store and pick different chairs, we said no we would like the charis were ordered and paid for, they said it would then be the end of August on the 25th we said ok. The day before they called to confirm the delivery and advised if we were not at home on the scheduled time we would be charged $39.99, We of course would be home considering the length of time it took to get the items. The delivery persons arrived on time there were 3 men . They brought in the Table and Roy started putting the Table together my husband and I looked at each other because we could see the table was on a slope, one of the delivery men said it was our floor, now we have lived in this house for 21 years and have never had a issue with the floor being on a slant? Roy said to the man no dude it is not the floor, I myself said no this is not the issue the man threw his hands in the the air went outside got in the truck turned it around the street as if he were leaving, he and the other worker sat in the truck with it runnning while my Husband Larry tried to help Roy level the Table, Larry got our level from the garage and put it on the Table it was very unlevel, Roy said they would have to schedule a tech to come out and level the Table at this time i am thinking are you kidding me i then checked out the server it also damaged goods the right side was strong and stable the left side was as if it was not attached to the right side it swayed . I said this is not acceptable. Ashleys called about 1/2 hour after the workers left and asked to have the tech scheduled i advised the caller that were we not taking the furniture because it is damaged so we were coming into the Store to return the merchandise and would like to speak to the Manager she said she would advise the manager. We got to the store and spoke to a lady in customer service she said she ran the customer service area sorry her name has just vanished she was a nice person however she said that we would be charged $79.99 for the return for pick up. I said for damaged merchandise we are being charged a pick up fee she said yes. She also asked if there was a diffeent set we would like to buy, now really after the experience we had all i wanted to do was run out of the store and never return. I signed the papers and we left.
I have worked in customer service for over 30 years in the hotel industry my husband and i were both born and raised in Las Vegas/Henderson area. I having delt with complaints and dissatisffied customers my entire career.
my job is customer service rep, her customer service skills were lacking the ability to make a command decision when a customer has received damaged merchandise, although she didnot write damaged she wrote we didnot like the quality this is ture but the reason the quality was bad was because it was damaged and customers should not be charged a return fee nor should they be charged a delivery fee in a case of damaged quality. PLEASE HELP with this we paid $2,034.84 and we will be refuneded $1874.86 WOW what a large fee for a customer that is verrrrry unhappy and will not trade with Ashleys again.
Again please help,
Sherry Hansen
(702)468-3836
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