Ashley Furniture -

I have to let everyone about the worst customer service from a company I have ever had.

I have just built a brand new house, the house is a month old, so everything is brand new, including the flooring.

We ordered a couch and washer/dryer through Ashley Furniture store in Sunridge, Calgary.

We had the couch and washer/dryer delivered on Saturday 5th November.

The couch was delivered and we love it.

The washer and dryer are a different story.

Firstly the delivery guy says to sign a waiver so that when he connects the taps up if there are any water leaks Ashley Furniture are not liable, so I have to ask who the hell is? Obviously the delivery guy is not a qualified plumber and probably shouldn't be installing washers and dryers if he doesn't know how. I also fail to see how you are not liable if anything does happen, considering your delivery driver installed it and I had nothing to do with it.

But the real problem is, the delivery driver took one massive chunk out of my brand new floor, as above I said I built a brand new house and everything is brand new. He also mentioned that as it is lino in my laundry it might scratch, which I am okay with a scratch. However there is not a scratch in my floor, there is a massive hole.

I have attached a photo of the hole in my flooring. Does that look like a scratch to anyone? Anyone?

We called on Saturday November 5th, and was told that it would be handled.

We heard nothing back so we called again today (Monday 7th November). And was told that Ashley Furniture will do absolutely nothing about it as we signed a waiver to say all damage is not your fault. So who's fault exactly is that big chunk out of my floor? So obviously your delivery guys are not qualified to connect up washers and dryers, they are also not qualified to deliver without damaging a brand new house.

I am of the opinion you can come back and take your washer/dryer out of my house and you can fix my brand new floor. This is the worst customer service I have ever come across, with your attitude being 'yeah we made a mess of your brand new house, but hey, it's not our problem or fault, it's just too bad'.

This is not the attitude to have to be a good/reliable business. And essentially it is your fault and responsibility to make sure that your customers are happy and not just blow it off as a 'too bad so sad' scenario.

I have been back and forth with customer service who are still sticking behind their brick wall of 'damage waiver signed, sooo sad for you', I also note that the delivery driver made amendments to the damage waiver without my knowledge and signature to say that I was aware/okay with the changes that have been made. So essentially he had my signature and amended it without me knowing about the changes. I should of been advised of the changes and another of my signatures next to the changes, stating that I acknowledge the changes. He also left my house rather quickly with this waiver that Ashley Furniture keep hiding behind.

From my limited knowledge of the law and how 'official contracts' work, and Ashley Furniture are using this as an official contract, if you make changes both parties need to sign/acknowledge these changes, you can't make changes to cover incompetent staff and then stick behind it.

I am still fighting with customer service about the damage, talking to different people but getting the same 'we don't really care about the damage that we have caused' attitude.

Everyone stay away from Ashley Furniture, they don't care about you, your house or anything, they are the worst customer service business I have ever dealt with.