It brings me no joy to write this horrendous review but after being patient, giving Ashley's the opportunity they asked for to correct the problem and (2) phone conversations with store Manager Gigi to do "the right thing" we were told "were on our own".
My wife and I have enjoyed flipping houses over the last few years and have furnished (4) homes with Ashley's ($35-$40,000 furnishings) - no issues everything was great until...
In October 2019 we once again went back to Ashley's for LR furniture (6-pcs) for our new home in Vineland. On the day of delivery one of our two brand new love-seats had damage to one of the arms. It was noted on the bill of sale at the time of delivery and was told that their customer care would be in touch. Rather than waiting to be contacted by customer care we contacted them a few hours later, explained the situation and said we wanted a brand new replacement love-seat. We were told was that their customer care department wanted the opportunity to order a replacement arm and to come out and replace it. They went on to say, if that didn't solve the problem to our satisfaction a new love-seat would be ordered. We obliged and said OK let's try that first. We waited 6-7 weeks for the new arm but instead a fabric sleeve arrived to be installed.
Immediately I noticed this attempt at a repair didn't match (as you can see by the pic). Even the installer who took my new love-seat apart to fit this replacement sleeve on agreed this wasn't a match so much so he took pics and contacted his supervisor.
Long story short...the Stoney Creek store Manager Gigi after two phone calls, when given the choice, chose not to do the right thing and make this right. She tried to download the issue to their customer care policy. As we explained, we didn't buy this furniture from customer care we bought it from Ashley's retail store in the Stoney Creek store and the salesperson who assisted us. Their customer care suggested we order another sleeve and try the replacement once again and that it was store policy to make three attempts.
Then 45 minutes after speaking with the store Manager again customer care called to say the fabric on the sleeve that was installed meets their "manufacturers standards" they do not guarantee a match and our case was closed.
I remember a day when HONESTY, INTEGRITY and DOING THE RIGHT THING was the cornerstone of a business culture. How too bad that this has been replaced by a well trained culture to do the exact opposite.
SHAME ON ASHLEY'S FOR NOT CHOOSING TO DO THE RIGHT THING !