Business ProfileforAshley Furniture Homestore

Purchased new sectional from Ashley Furniture in ********. One section arrived without any feet. Contacted the person that sold it to us, was told it was a warehouse issue. Got with them and they mailed the legs. When the legs were installed, discovered that the center section did not fit the sections on either side. Either the cushion or the frame itself was faulty. The warehouse was called again and said they would have a technician call. Another furniture company called to set up an appointment to come repair our couch over a month out. When I called back to the store to see what our options were, since we received a defective couch they wanted to repair. We were told per the sales contract we could return it for a 20% restock fee or purchase anther couch of equal or greater value. When I expressed that they should replace the section and proposed to switch it for a section in the store, I was told to take pictures and send them to the sales person and they would see about getting approval. The next call I got was from the warehouse telling me how they would not replace the defective piece and they would send out the technician that is still over a month out. When I explained that I bought a new couch and a new couch shouldn’t have to be repaired they sited the sales contract. Customer service is not in their vocabulary and they are unwilling to make the purchase right.

Spoke w/ customer. Exchanging armless chair - she is satisfied with this resolution as long as everything goes well with the next one. I gave her my information and asked her to call if she had any more questions or concerns to reach out to me.