Business ProfileforAshley Furniture

On Friday June 14, 2024, I contacted **************** and explained what my issue was. I purchased twin loft beds for my children March 2023 and when ****** delivered the furniture the service technicians put the beds together using a drill, I had no idea it would be a nightmare later down the line. I was moving into a new place June 2024 when the movers arrived, they were unable to take the beds apart because the screws not only were stripped, they were cracked inside the hole. They advised that even if they could get them apart the beds would not be able to be put back together. I contacted customer service I cant remember the first lady I spoke to name however when I advised her of the issue her response was what do you want me to do? (Rude) when I asked for a manager she sent me to ******* Director of ****************. That should not be her Job or her title she should be Director of NO CUSTOMER service. Her attitude was horrible she said according to the pictures the beds were fine, when I asked her how she can see black screws on a black bed she stated she can see them fine which is very hard to believe. I asked ******* if it was ASHLEY furniture policy to have the customer to make sure that the ******************** is able to be disassembled before the techs leave she stated no but the pictures look fine I advised her that my children have nowhere to sleep now because the techs did a horrible job putting the beds together I asked her do I need to get in contact with *** and ******************* she stated if you can as to Mock me, and were not helping so figure it out. I out of $700 it may not seem like a lot but it is to me in this economy my children enjoyed their loft beds. I would like some sort of compensation the beds had to be left in my old place and I had to purchase new beds from AMAZON and pay a removal fee to the leasing office

We understand the customers frustration as moving is a very trying and aggravating time. As the customer stated her kids loft beds were delivered and assembled in March of 2023, last year. Photos taken by the delivery team showed that the furniture was assembled correctly. The customer signed the delivery receipt stating that the items were in good condition. There havent been any issues reported or claims filed by the customer during the time of her ownership. As with any item, there will be normal wear with regular use, especially childrens beds over a years time. While we empathize with the customers situation, it is not within the retailer's or manufacturer's responsibility to ensure the successful relocation of furniture to a new home.