Ashley Furniture Homestore

DRIVER DEMOLISHES BRICK DRIVEWAY PILLAR, REPORTS NOTHING, CLAIM DENIED.

Purchased a sectional couch from Ashley Home Store in Barrie, Ontario in August 2018 and scheduled delivery to our newly purchased home. Took possession of the home on September 1st and had the couch delivered on September 7th. Same day, shortly after the truck left, noticed that one of the brick pillars at the end of the driveway had been completely demolished, but the driver did not report the damage to us. It is a quiet country road with little traffic, and any vehicle would be severely damaged if it had hit the pillar.

We received a follow-up text message from Ashley 48 hours after delivery (Sept. 9/18) and immediately responded with the details of the incident. We didn't receive a follow-up phone call until September 20th. After speaking to customer service, we submitted all the details and photos they requested and heard nothing back for almost a month.

On October 20th, I called to find out what was going on. I was told that the claim was denied because it had not been reported within 48 hours. I contested this and while on the phone, submitted screenshots of the text message conversation with Ashley Home Store which proves otherwise. I was informed that it would be escalated to a supervisor for review and that I would receive a phone call on Wed. October 24th.

Never got that phone call. Followed up today, October 29th only to be informed that my claim has been once again denied because the driver of the truck did not report any incident and furthermore denied damages upon questioning. I asked to be transferred to a supervisor, to which I was told that the supervisor would simply give me the same answer.

I am outraged. My word against a driver's and the customer with photo evidence is wrong. It's been almost 2 months and the issue has not been resolved. The couch is great but incredibly disappointed with the service.