I just moved into my new house. I bought a set of sofa for living room and a bed, two night stand and one chester for my master bedroom from Ashley in June this year. It took about 4 weeks to deliver the items to me. Unfortunately the delivery team found that the rail of the bed is damaged. The customer service told me that they will call me on Monday the following week for resolution. However, they didn't call me as they promised. When I called them, the phone is just endless music and nobody answers my call. I waited and waited, about half an hour passed, finally somebody answered the phone, but that customer service staff seemed to be at a loss as to what's going on. I was told to call again the next day for further notice. Finally I was told that they will replace the new rail within one week, but then I have to wait another week to get it delivered, but the second time when the delivery team sent the good rail to me, they found that the foot board is missing, so they can't install the bed for me. The customer services remains horrible. They are not there whenever I call them. I called again and again the whole day finally somebody answered my phone but his attitude is cold and indifferent. I feel desperate. Then I was told that they will find out the foot board for me. I waited another week and finally I was told that the foot board is to be delivered. The third time when it was delivered to me, the delivery team opened the box and found many parts are damaged and some screws are missing, so they can't install the bed and they have to take these parts away from my bedroom for safety issue. When I called the customer services, somebody said that they have to reorder everything for me and I have to wait another 3 to 6 weeks to get the new ordered items, but they can't guarantee that the new items will not be damaged again during the shipment. Only god knows when I can get my bed! I requested to return everything to them and have my money back, then the customer services said coldly that I have to pay $250 for restocking fee. What the hell! I waited two months for my bed and I didn't get it yet! It's their fault but I have to pay the money for their responsibility! I don't know what I should do now! Should I complain to any consumer department?
- Approximate cost of services:
- $4,000.00