Ashley Outlet — Local services in Spotsylvania Courthouse

If I could give zero stars I would.

This store's customer service is absolute garbage. My husband and I purchased a dining room set during their "Labor Day Sale" where nothing was on sale and after tax and delivery, the total came to a few dollars shy of $2,100. This was a new product purchase and not an "as is" product from the outlet. During the entire sales process, Tasnia (I think this was her name) and I spoke at length about the table, chairs and bench. When we went to pay, they took my husband's card at the back, chest high desk and had him sign their electronic signature ipad for the card purchase. And I quote, "I just need you to initial here and sign here." We never saw an actual copy of the quote or receipt prior to the sale except for the sheet of paper that she had with her and was writing the product numbers on during our floor walk.

Fast forward to delivery time. The day prior to the sale, we were called asking if we meant to buy the regular height bench since everything else was countertop height. Nope, that was your error. Ok, moving on. Thanks for fixing it and not charging us more since your store messed up the item. The day of delivery, the 2 man team unloaded everything in the street and brought it upstairs to assemble the table. The bench and chairs were already assembled. After they sat the table up. I noticed that it was severely wobbly. As if their legs were different heights. When I mentioned this to the delivery team, they told me, "I don't know what's wrong because it's put together exactly. Your floor must be off." Um...no. I told them that the table we just pulled out of that room was not wobbly on the floor, my floor is not uneven. The team doubled down that my floor was uneven and then proceeded to slide the table along my floor attempting to prove that my floor is uneven by wobbling it in different areas. Guess what didn't change? The wobbliness of the table in all areas of my floor. They called their dispatch and we called customer care and were given 2 options. They could either leave the chairs and bench and redeliver a new table or they could take everything and redeliver all new everything. I opted for them to take everything. Then customer care asked if I wanted them to bring the same chairs and bench back when they redeliver a new table or if I want all new everything. I told her that since they had unwrapped all the chairs and the bench and were not rewrapping them, I did not want chairs that had been damaged on the truck ride back to be redelivered to my house. After they left, I measured my entire kitchen floor with a level and lo and behold, found no issues with my floor. Talking with my husband we decided that we would cancel the order because we did not want to have another table delivered by the same team just for them to tell us the same thing and I didn't really trust that they were going to bring new chairs. The whole thing seemed off to us.

When my husband contacted Ashley's they told us that the sale was a final sale and that we were only going to get store credit for the $2,100 sale. WHAT!? The person he spoke to said that they would request the corporation to give us the refund. Yeah no. That's not ok. They then called back a couple days later from the store and told us that what he signed is a binding contract that stated it was store credit only and they were not legally bound to disclose that to us. WHAT ON EARTH!? Yes. You absolutely have to tell someone that what they are signing negates their ability to cancel/return a sale when they DON'T HAVE THE PRODUCT. The gal on the phone then told my husband that she represents corporate and she would not be issuing the refund. Cool. We've filed a claim with our bank and will be retaining a lawyer. This is HORRIBLE...

This is going to be a long one..... I would post a picture of my new sofa however; I don't have my new sofa. So instead I decided to post where the couch is supposed to go. I went in to purchase a sofa on July 7th. I was under the impression that outlet purchases are what you see is what you buy. However, the nice sales lady says, "Oh no we order this from the factory. It will be brand new." I said okay better than I thought. She said however, it will not be in until the middle of August. I understand COVID and all. No problem. I call to get a status on this nice comfy couch that I just spent my money on. Not slated for arrival until the first week of September. I pause, and ask, "What’s to say that it won't be pushed until the end of September?" Well I check in on it again beginning of September. After a few phone calls of no we don't have it, and we don't know when, as the factory has stopped making furniture because of the COVD and shut down. Okay, what can I do other than wait? I call another day and a nice young lady says, "Oh, that is a nice set. I do believe this couch is on backorder." I say to her, this sounds as if my couch wasn't even in the making and almost as if they aren't making it at all. Now I tell this young lady, what I would like to do is get my money back and go somewhere else to get a couch that I can give my money and receive merchandise in return. She says that you would have to talk to the manager Steve. Great no problem. The next day I got a lovely call from Steve. Before I could even get into my issue. Steve says I actually called to give you some good news. I said, " You have my sofa?!" He says “Yes, we would like to set up a delivery as it is ready.” Fantastic, although I didn't pay for delivery, but I thought such a long wait they're doing it out of the kindness of their heart; wrong and wrong. I called to see when my husband and I could come get the couch. I was told by a lady who said she was also a manager that my couch was in fact, not in. This conversation was kind of confusing as she said that it comes in 2 parts and one part is missing and one part was there. Now I have a scrunched forehead of pure bewilderment as why would they send half of a couch. But later she said she didn't say that and that the couch just plainly not there and not sure when. Several calls are placed to check again. No answer. THEN I get a call from really nice lady. :She says I understand it has been a pain waiting on your couch with all these changes in delivery dates of arrival. We have from the factory that your couch will be in October 8th.” I said, “Yes! Thank you so much for calling I truly appreciate your call. Well folks after calling several times yesterday no answer, I decided to call today the 7th to see if my couch was miraculously in the distribution center or by golly wrapped up in bubble wrap 95 north bound from NC. NO IT IS NOT. Steve says once again we have in our system it is due to arrive on the 16th of October. Long pause then I ask, you guessed it “What’s to say it won’t be until the end of October?” At this point I just want my money back. They have over $800 of my money. I have a receipt of purchase with no furniture. I will be visiting the store to request a refund. I hope this goes well. Long story short don’t buy from here unless its from the floor. Please business people lets do better.

Update: Charlie E saved the day today. Apparently they had couches same design slightly different color but I actually liked better. Thank you Charlie for coming up with a solution. You didn't want to loose business and I didn't want to go another day without enjoying my space. Kudos for being the Problem...

UPDATE: 6/4

For the 3rd time, I spoke to customer care last week on Friday and got assured the manager was working on it. They offered delivery and asked me to pick that date. I picked today, Wednesday the 4th in the morning because I'm home just for the morning today. It's 11 o'clock, I have to leave at 1 and I have not gotten a delivery or a phone call. Called the Outlet store and to my actual surprise, someone answered. But guess what? My furniture is still there. They have no instructions from customer care that it was supposed to be delivered today. Yet another fail and I have NO resolve and NO furniture.

OG Post - I want to say that as someone in a customer service related field, I absolutely hate to leave bad reviews but, this is unacceptable.

We bought furniture off the floor at the Fredericksburg Outlet on a Saturday. Made a plan to pick it up on that Monday. I went into the store on Monday to make sure everything was ok and to see if there would be anyone who might be able to assist my husband and his friend be sure they placed them correctly in the truck. I was assured they could assist and that the furniture was in the back and ready. My husband shows up paperwork in hand on that Monday as scheduled. They tell him that our furniture was not there and it was at the warehouse and to go pick it up there. He asked the guy at the podium to look at his paperwork and was told, No. I don't need to see it, we don't hold furniture here. So my husband goes to the warehouse and it locked up. It's not even open on Mondays. Meanwhile, I'm calling and calling and calling the Outlet, the store in central park, to no avail. I then call Trivett's store as I know they are the parent company. They are able to transfer me over to the Outlet. I told the agent what happened, was escalated to the manager, and told her. Not being very sympathetic to our situation she tells me that best they can do is offer us $100 off their $229 delivery fee and let me know they had a coaching session with the employee. While I can appreciate that they have educated their employee, it does not solve my problem. I travel for work, my kids are in travel sports and we're up against a holiday weekend where we have an away tournament. We shouldn't have to pay for any delivery fee after doing everything we were supposed to do, showing up on time, having help with us, and being sent away. Approximately 10 calls and 3 conversations to customer care, 3 weeks later I still have no resolve. I will say when I have gotten ahold of customer care they have been delightful, empathetic, and willing to help. I was told today that our case was escalated to the manager of customer care and I should expect a resolve within 24-48...