Here is a copy of the e-mail I just sent the CEO
I am writing to express my extreme dissatisfaction with a recent purchase. Here is a time line of events.
November 10, 2016 – we purchased:
1. The “Signature Design by Ashley Ledelle 5 pc. Bedroom Set, ITEM #: 6322344 in the King size, cost $3279.00
2. An additional “Signature Design by Ashley Ledelle Nightstand, ITEM #: 6322616 cost $439.00
3. Signature Design by Ashley Ledelle Upholstered Bench, ITEM #: 6322620, Cost $279.00
Included in this order the based on the Exchange website is the following services which I have copied and pasted here for reference.
“Service includes 2 person delivery, inside placement up to two flights of stairs, unpacking, debris removal, and set-up limited to 15 minutes (and no usage of tools). Upon delivery, please inspect the packaging prior to accepting the merchandise. In the rare instance the packaging has been damaged, please refuse delivery and ensure the driver notates the damages on the shipping documents.” Source - https://www.shopmyexchange.com/signature-design-by-ashley-ledelle-5-pc-bedroom-set/6322035#shipping-policy
November 16, 2017 – I came home from work to find my husband setting up the furniture. I asked him where are “the guys” and informed him they were supposed unpack everything and remove the packing. My husband explained to me when he discussed this with the Ashley Home Delivery team their response was “they don’t do that.”
After my husband unpacked everything we noticed the 5-drawer chest and 3-drawer nightstand that came with the 5 piece set; and the additional 3-drawer nightstand we purchased came damaged. The delivery men were already gone.
• The upper right left hand corner of the 5-drawer chest appears to have been smashed as if it titled and crashed into something;
• The upper-left side of the one of two, 3-drawer nightstands has a large scratch in the wood; and
• The marble top on the 2nd of two, 3-drawer nightstands is cracked and appears to have been dropped from a significant distance considering how well these items are packed.
I immediately contacted the number on the Ashley Delivery Shipping Manifest and explained my situation to the customer service representative. She said she had to defer it to another department. I have yet to hear anything back from them.
I further contacted the Exchange 24 hour Customer Service Number (800-527-2345) and explained all that had happened. The lady I spoke to took the information and provided me with the Headquarters Customer Experience phone number (800-527-6790).
November 17, 2016 – I contacted the Customer Experience phone number (800-527-6790) first thing in the morning and left a message with my concerns and call back information. By noon I had not heard from anyone so I called the Customer Service Number (800-527-2345) where it was then explained to me that it would take 7-10 days to process my return and I would have to re-order the items that were damaged. I was informed my account would be credited for the items that are being returned. When I informed the customer service representative that this was supposed to be unpacked she said they don’t do that. When I informed her again that it is on the website she was silent.
I then made a second attempt to contact the Customer Experience phone number (800-527-6790) and left another message. By late afternoon I was honestly livid that the Headquarters Customer Experience Department has not bothered to call me back and I left a 3rd message. This department has not called me to date. At this point I had already resolved that I will need to escalate this matter to someone of higher authority.
November 18, 2016 – it occurred to me that the two pieces of furniture that were part of the bedroom set will cost more if I order them individually so I yet again called the 24 hour Customer Service Number (800-527-2345) and explained this to the representative. She put me on hold and got clarification from a supervisor and placed in the order historical notes that my original price would be honored. She also shared that my refund had been processed.
November 21, 2016 – I noticed the return had been credited to my account and called the 24 hour Customer Service Number (800-527-2345) to place an order for the damaged furniture. I had a hard time getting the representative to understand what I was explaining. She asked if she could put me on hold to clarify what had been credited. After about 25 minutes she came back to inform me that only the two nights stands had been credited to my account and there is no credit for the 5-drawer chest being processed. When I lost it she said “don’t you want to go ahead and order the night stands anyway and you can order the chest later.” I then said can I just talk to a supervisor. She put a woman named Zoe Gilmore on the phone and I explained all of this to her. She seemed to understand my dilemma and why I am extremely dissatisfied with my shopping experience. She asked me if I would be willing to let her troubleshoot the issue which she is presently working on and communicating regularly with me. This entire call took 49 Minutes! I wish I had got that kind of care on my first call.
Between my husband and I (both veterans) we have over 60 years of military service so I expect more from the company that services military patrons. I would like to know why no one gives the correct information, why Ashley damaged the furniture and did not honor the services they are contracted to perform for the Exchange. I would like to know why I have to keep reordering items when this is YOUR Company’s mistake. I can’t be the first customer this has ever happened to.
I just thought you should know you have some serious issues with your delivery services and your customer support. I have had a refrigerator delivered from Sears that I purchased on-line, and hordes of other items from other retailers and I have never had such a poor experience where the burden to make it right has fallen on me.
This experience has left such a bad taste in my mouth that it is entirely doubtful that I will ever purchase another item from the Exchange that has to be delivered. When anyone asked me what I think about the “Exchange” experience I don’t have anything positive to say at this point other than the pieces of the furniture that did come intact are absolutely beautiful and it is a shame my bedroom set is still incomplete.
Reviewer is in unhappy mood. This person stated that there is a room for improvement of customer service and aafes ignorance. Please immediately contact the author of this review to discuss "poor service, customer service and damaged goods" of a product or service and associated monetary loss in the amount of $2000. Aafes Exchange needs to read this review and look into the issue (if any) according to poster's claims.
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