Ashley HomeStore

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Amazing experience! I did have a delay, but, they took care of it! Things happen

Do not trust the reviews you read on Ashley's website. I tried to write a negative review and they did not publish it. I purchased a bunk bed for my boys back in November. A few days after it delivered I noticed a dowel pin on the floor. I was unsure of where it came from so I dismissed it. December 30 my son was climbing up the ladder to the top bunk a step broke free. Turns out each step was secured with a screw that had a dowel pin on each side of it. This step was missing the dowel pin. Without the added support the step just splintered away from the screw. I called customer service the following day. They asked me to send pictures and said they would mail out a replacement step right away. I followed up on Jan 20, nearly a month later to see when I could expect to see delivery. They said it would not mail out until the week of Feb 25. I expressed my dissatisfaction on how long it was taking and they said I could get it faster if a technician came out and switched out the entire ladder for a new one. They arrived on Feb 2 to switch out the ladder but they had no hardware to put the new ladder together with. I called customer service and after holding for 45 minutes I was promised someone would call me by the end of the day to get this resolved. Now here we Feb 4, two days later and no one has called me. Every time I call them I am on hold for a minimum of 30 minutes. I have wasted hours on the phone and still have no resolution. My boys cannot even use the top bunk because it is a safety issue with a broken ladder. No one at Ashley seems to care that my son could have been injured due to the negligence of their technician.