Ashley Store — Local services in Los Angeles

So in July I went to buy a bed because was due Nov. The day we got the bed the frame & box spring made noise. I kind of bothered us then but we lived w/ it. Then we noticed in Oct that the center of our brand new bed seemed more firm than the rest of bed. Btw we bought an extra firm because my husband & i both have very bad back problems. So we flipped the bed over since there is no top or bottom thinking that could help. We are still pretty annoyed we had to do it so soon. Once we brought our new born home we realized how loud our bed really was and the frame would wake up her anytime we moved. So we removed the frame thinking that would help but it's still made a ton of noise. Anyways March 2nd we go to the location we bought our bed from and I bother the office manager with my concern. She seemed completely annoyed that interrupted her conversation with the lady standing there. The office manager didnt seem to care that furniture they sold me a bed that is giving me the worst nights of sleep. She told me I'll send it the warranty team & they'll let us know if there is anything that can be done about it. That is not very comforting. Asked more information on these details. She acted as if she could care less and would give the most vague answers. I asked to speak to her manager and low and behold she is standing right there this whole time listening to how unsatisfied I am and listening to how rude her office manager is and she didnt do damn thing about it. As a manager myself I can't not respect that kind of work ethic. Anyways I spoke to Chelsea thinking she would actually say anything different than the office manager. But she said I could call corporate and complain because there is nothing she can do for me at the store level. She told me that I would have to wait for the warranty to come and look at it and see if there is anything wrong and if there isn't oh well. Which is unacceptable to me I spent money on bed that is suppose to last me 10 years according to your salesmen. But hey you guys got my money so who cares right? I expected a call from the warranty team no later than Wednesday since I went in on Saturday. I heard nothing so I called Thursday and spoke to trina she said I dont see anything on here about warranty claim let me start that for you. Now I am extremely upset because the 45 min encounter I had thing 1 & thing 2 I had on Saturday was all for nothing. I told trina the situation she assured me in 72rs I would get a call because she was entering it into the system right now. So that was 7th so I expected a call by Tuesday and nothing extremely frustrated I figure let me give them time. On March 17th a Sunday I get call by someone who completely hates her job asking to set up an inspection. So now I am more upset that you guys make calls on the weekends and I have been giving you extra days for no reason. I Ask to speak to her manager I wasnt gonna complain about her lack of customer service but then she demanded I give her a reason and really didn't really feel like explaining all of this to someone who really couldn't do anything about it. So I just told I wanted to Express to her manager about her excellent customer skills. She put me on hold for ten minutes. She got Earian R on the phone I explained most of this to her. She told me that trina did not put the order claim in until March 10th so I am still confused to why it still took her team to call me 7days later. I really dont know why you tell people 72hrs. Nothing about this has been easy especially getting the worst night sleep every night. Asked if there anything someone can do for she said she forward this the regional manager Eli Moussade I asked if I could have his contact information she refused to give it to me because it was his personal cell phone which to me is unacceptable they need to have a form of contact that is not a personal phone. As you guys really suck a contacting people she assured me on Sunday that he would call me in 48hrs I am waiting btw i writing this at midnight because i cant sleep in this...

There's 2 parts to my review. The first is my experience in the store. I went to see if I could look at a bedroom set I've been interested in buying for sometime. I made my appointment online for the same day that afternoon. I was welcomed at the door and directed to my Sales Associate Luigi who was also very welcoming and tried very hard to find the set in the store. Unfortunately the actual bedroom set was not on display but the matching dining set was so I got to see the quality and color etc which finalized my decision to move forward in purchasing the set. The process was smooth and easy. The store manager Jacob came over and introduced himself. Assisted with a few details in locating all pieces of the set so that they could be delivered all together. And even better, the set was available for delivery just a few days later. Luigi and Jacob were both really great. I had a wonderful experience in store. I got the Raelyn Bedroom set, pretty much all pieces + foundation. 5 Stars for in store service.

Come Delivery day....the delivery truck showed up at the earlier time-frame which was great. The drivers came in masked and quickly put the set together in all about maybe 30-40 min at most. Once they left I noticed that the legs down the middle of the bed weren't touching the floor but it was a simple fix as there was an adjustment screw that just needed to be lowered so that it sat on the floor properly and supported the bed. In order to do this...I had to lift the box spring and mattress by myself to get to that part of the bed frame. This is when I noticed that the box spring had a huge hole at the bottom and a few others spread around the bottom. I'm pretty sure the drivers saw this once they unwrapped the foundation and SHOULD HAVE made mention of it but they didn't. I immediately called Ashley to report this and they had to schedule a technician to come out and look blah blah go thru the process so they can send over a new one. IN THE MEANTIME......suddenly, we notice rats/mice had moved themselves into my house! We never had this issue before. EVER. Not inside or outside our home. The only way they could have come was in that foundation that had the holes. IMAGINE how upsetting this is not to mention disgusting; to be woken up at night to hear your kitchen being torn apart and something running around under your bed in the room. Freaked me out! I contacted Luigi who then had Jacob call me. I was advised to just dispose of the foundation, a new one was ordered to be delivered. Emails and calls were sent to corporate to call me. This was on Monday. Today is Friday. I did get the new foundation this morning, but still NO CALL or any type of contact from Ashley regarding the rodent issue. This is quite upsetting considering this isn't some ordinary problem. I also spent a few thousand on this bedroom set, PLUS having to buy traps and contact exterminators to try to resolve this rodent issue which does not happen over night.

Although I really love my bedroom set and am DEFINITELY NOT happy at all with the Service or I should say NO SERVICE from Corporate about this. I expected a call the same day I spoke with the in store manager. A week later and still nothing. TERRIBLE. ZERO STARS if I could for ignoring a customers BIG ISSUE of a rodent infested house I have...

This store has the worst costumer service I have ever experience! I went on Saturday show the sales person the photo of the table I’m interested in. It’s on sale.. the photo shows a table and 4 chairs. So as we are looking at the table AND chairs. In front of the sales rep I say “ The chairs are so comfortable. I love them. He never mentioned that the chairs were not included. He never said ( by the way you are aware it’s the table only OR I see that you love the chairs, would you like to include them on the order?) No nothing! He only cared about the sale. And he knew the amount of money we wanted to spend so I truly feel he did not want to loose the sale. So he instead allowed all of us to waist our time. Yesterday I’m looking at the receipt and I noticed that It was table only. So we call cancel the order. We get a call asking for us to come in to get our refund. So my husband and I go in. I ask to speak to the manager. I wanted to express my frustration and advise that the sales person should be more clear on the advertisement if they can clearly see the consumer is being misled . The so called manager named Jacob Williams who claims to be the store manager who doesn’t even have costumer service skills let alone manager skills was the worst manager that I have ever dealt with. He is so UNCARING and thinks just because he is the store manager that he has no one to answer to and he can treat the consumer as rudely as he wants to. He would not even look at us when we were speaking to him. Then after I explain my frustration he still would not take his eyes off the computer screen and he just said.. sorry.... without or an ounce of concern! I say to him it doesn’t seem like it matters to you. Again he just says , sorry... making it so obvious that he could care less about my frustration and my time that was wasted. I began to let him know that I thought he was not a good manager and that he was making it so obvious that he didn’t care!!!! He began to tell us if we didn’t stop talking them he was not going to give us our money back and we would have to go online to get it. I said WHY what have we done wrong?! Just because you can’t handle the truth! My husband then said to him are you threatening us ? He said no.. but Is it my fault that you did not read Your receipt ! So rudely.. I was like we should’ve had to but I didn’t realize that this store could not be trusted! He said you called my employee stupid! I said you are a liar! I never said that.I said he didn’t do his job right!!!! He began telling me to go outside and wait till he gave my husband his money back! I said NO I don’t have to I’m not doing anything wrong!!! And he knew it! I asked him what did I do wrong that I have to go outside! He didn’t even answer!!! And he proceeded to give my husband his money back. Then I asked him “ who is your boss? His reply was “I’m the Store Manager “ I said “ So what,, that doesn’t mean you own the company!” Then he gave me his card and said call the 800 number that’s who is my boss.... He was Horrible!!!! This store doesn’t care about you or or time and only care about making a sale! This manager has no problem solving skills and he does not know how to bring positive solutions. He only knows how to add fuel to the fire.. and that is a recipe for disaster This guy has no business...