1/5 Jack 9 months ago on Google
Sorry
for
the
long
review.
I
received
a
brand
new
loveseat
and
couch
for
my
living
room(I
also
have
a
coffee
table,
2
end
tables
and
2
lamps
coming
as
well).
The
furniture
is
beautiful
but
after
the
delivery,
I
realized
that
they
hadn't
tested
the
power
head
support
of
the
couch.
I
tested
the
head
support
of
the
couch
and
found
that
it
was
not
working
and
was
stuck
in
a
forward
position.
I
called
them
immediately(talked
to
Melody)
and
let
them
know
that
it
wasn't
working
and
that
I
would
like
it
replaced.
Melody
was
very
nice
and
understanding
and
said
that
she
would
get
this
over
to
their
service
department
for
review.
The
delivery
was
on
a
Saturday(9/2/23)
and
I
understand
that
it
would
take
some
time
to
get
answers.
We
talked
to
the
manager(Aaron)
multiple
times
and
he
clearly
stated
that
they
would
have
no
issue
replacing
the
couch,
but
that
sometimes
the
service
department
took
a
while
to
get
things
resolved.
There
has
been
a
lot
of
back
and
forth(promises)
but
nothing
has
really
been
resolved.
On
9/9/23
I
saw
that
there
was
a
piece
of
metal
pushing
out
of
the
back
of
the
couch.
Clearly
something
was
not
hooked
up
properly
and
the
leather
is
now
damaged.
We
called
the
manager
immediately
to
let
him
know
and
to
send
him
another
picture.
He
agreed
that
it
was
something
that
was
not
properly
assembled
at
the
warehouse
and
again
reiterated
that
Ashley
would
be
happy
to
replace
it.
Today(9/11)
I
receive
a
phone
call
from
the
service
department
stating
that
I
will
be
getting
a
call
from
their
third
party
service
technician
to
come
out
and
see
if
they
can
fix
the
issue.
When
I
asked
them
"is
that
standard
operating
procedure
to
deliver
something
damaged
and
then
try
to
repair
it
instead
of
replacing
it?",
I
was
told
by
the
service
department
representative
that
it
is
indeed
their
SOP.
It's
absurd
that
on
top
of
being
inconvenienced
with
an
expensive
item
that
doesn't
work,
that
a
3rd
party
service
technician
needs
to
come
look
at
it.
The
item
is
clearly
damaged
and
you
can
easily
tell
that
from
the
pictures.
Ashley
should
have
simply
had
the
faulty
couch
removed
and
delivered
a
fully
functional
couch,
preferably
at
the
same
time.
Between
the
purchase
of
the
couch,
loveseat,
2
end
tables,
2
lamps
and
a
coffee
table,
the
total
was
around
$5600.
It's
clear
that
there
is
a
disconnect
between
the
service
department
and
the
retail
store,
and
that
the
store
only
prioritizes
getting
your
sale.
Once
they
get
your
sale,
it
appears
that
they're
not
overly
concerned
in
creating
customer
satisfaction.
I
will
see
if
Ashley
furniture
in
chambersburg
decides
to
make
things
right,
if
not,
additional
steps
may
need
to
be
taken.
Pictures
attached,
buyer
beware.
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