obocher

The salesperson was so attentive to my needs when it came to placing the order and giving me a "deal". However, once I placed the order, I received notice that the delivery date was postponed by 3 weeks for 4/5 parts (module sofa) and the 5th part would be coming 4 months after the order was placed. I still haven't received the last part. Will update this post if it comes even later than expected. When the salesperson called me to tell me this bad news, shed also already understood that by the time the 4/5 modules would become available, I would have already moved to my new place (2 hours out of town) and not had the moving truck anymore (which I was planning to use to go pickup the items from their Toronto warehouse). So the salesperson's best suggestion was that I go with having the sofa shipped to my new address. I agreed to this but she'd indicated that there was a cost for delivery. It was $299 but she was going to have it reduced to $99. This was for the "white glove" service that has the delivery people drop off and setup your new furniture and they leave with the garbage. I had to convince the salespersons to convince her bosses that I shouldn't have to pay $99 or any amount for this because it's their mistake. She called me back a day later to confirm that they will cover the cost. What she didn't tell me is that since they had to absorb the cost, I was downgraded from white glove service to having the delivery people just drop off 4 huge boxes on my front lawn and driveway and leave me to deal with it from there. The sofas are nice and in terms of quality of the material and comfort, they are pretty much as expected. However, I was also told (by the salesperson) that these modules are too heavy too slide and separate from each other (even without a carpet underneath). But just in case, she looked into if there was an option to purchase and install hardware for the modules to lock together and came back with confirmation that there was and she would be throwing it into the order at no extra cost. The modules did NOT come with the connecting hardware and severely slid apart. I had to go out and spend nearly $100 extra at a hardware store to buy the anti-slip rubbers for each foot. The only other complaint I have so far is that 2 staples have already fallen out of the underside onto our floor. This leads me to expect more to come out and eventually require me to re-staple the underside myself. What's more worrying is that we have a 1 year old running around and if they were to find a staple on the ground...... Well, I would bring up the last complaint with customer service but what actually lead me to write this review is everything leading up to the staple issue. When I received the 4/5 pieces and noticed there was no connecting hardware and I was downgraded from white glove delivery, I'd immediately emailed the salesperson I was dealing with the whole time. Up until the sale was completed, she would respond to my emails (and even text messages) at even the oddest hours of the evening (right up to midnight). I sent her my complaint email on December 13th 2021 and never heard back. Followed up on December 21st and didn't hear back. Followed up again on January 1st and didn't hear back. Followed up one last time on January 7th (this time I also cc'd their Canadian service email address) and got no response. So here I am with this review that I promised I would leave if I didn't hear back. This whole experience (plus reading all of the other negative reviews) has me scared about what will happen IF one of the modules ends up coming apart in one way or another and I ACTUALLY need customer support. NEVER EVER shop at Ashley, you are not saving money and getting okay build quality and the WORST post sales customer experience.