Ashley Furniture Buying Experience

Recently I’m shopping for furniture for my new house and I fell in love with a dining table at Ashley furniture store on I-10. I bought it and got it delivered to my house within one week. I also paid for protection plan from the store. I wanted to save some money by assembling the table by myself so the delivery person just dropped the box and left. After I assembled it, I noticed there is a long scratch in the middle of the surface. Called right away and opened a ticket. Was told to wait for 48hrs. Then I did some research in Google and found numerical complaints about how bad Ashley’s service was. So I want to post here the process and updates to see how it goes and see any suggestions. Thanks!

12/10/22 Saturday: received the dining table and bench. I did not purchase white glove service so they dropped the box and rushed to leave. I assembled the table and notice a long scratch in the middle of the table surface. It’s also protruding. So I called the customer service at 866 787 7930 and the agent open a ticket for me and told me that someone would call me and send technician to investigate. Timing would be 48 hrs.

12/11/22 Sunday: I figured that the store might be independent from the online Ashley furniture, so I went to the store that I ordered the table and talked to the Lady in the back and she helped me to file a case. I have the printed document from her. She told me to wait for 48 hours for the service desk person to respond.

12/13/22 Tuesday: I called the store and the lady said there is no update and asked me to follow up on the next day. I also called the online customer service to see if the ticket would be faster. They told me they put a service order for me and asked me to wait for 48 hours to be contacted and they would get me a technician to inspect the table conditions to see if it’s repairable. If not, they can then approve replacement. They said I cannot return the table since it’s already at my place.

To be continued….