Ashley Furniture bad experience

This is the story of purchasing a small table and stools from Ashley furniture. We found a small table at Ashley Furniture in their store in Cool Springs, Brentwood, TN and purchased it. The salesman said it would be 6-8 weeks for delivery, which I thought was excessive, but we were remodeling a small condo and could wait. The purchase was made on July 15, 2021 and so I was expecting delivery around Sept 1, 2021. That date came and went with no communication of any kind from Ashley Furniture. I called the store and they said I could expect delivery on Sept 15, which was technically within the 6-8 weeks they originally told me, so OK.

Sept 15 came and went, still no communication of any kind from Ashley Furniture, so I called them. This time they said the delivery would be Oct 23 2021, which is twice the time they originally told me it would take. When I asked why, they essentially gave me a story about truck drivers, covid-19, global warming, and they may have said something about racism, I don't remember exactly.

I considered just cancelling the order, but I wanted to see how this would play out. On Oct 1, I called again to see if the order was still on tract to be delivered on Oct 23, 2021 and this time they said no, in fact they were unable to even provide an expected delivery date. THEY HAD NO IDEA WHEN OR IF IT WOULD EVER BE DELIVERED!

At this point I want to know how long it is going to take to get this small table, so I will let it run until it is delivered, regardless of how long it takes. I will call every couple of weeks and document their response here.

Check back for updates in a couple of weeks.

Called the Store where I purchased the table on Oct 12, 2021, waited about 5 minutes for someone to answer the phone. When the person answered they asked for my phone number to look up the order, then after looking up the order they hung up the phone. So I called back and again waited for another 5 minutes for someone to answer the phone. When they did answer the phone they told me the estimated delivery date was October 1, 2022... A YEAR FROM NOW. They attempted to tell me the table was out-of-stock, I responded with "It was not out-of-stock" 3 months ago when you sold it to me! Furthermore the table is still for sale by Ashley on Amazon with a 1-3 week delivery.

At this point, I asked for the name and phone number of the CEO of Ashley furniture, and as expected they hung up the phone again.

A quick google search provided the following information:

• CEO: Todd Wanek
• CFO: Dale Barneson
• COO: Dwain Jansson
• Phone Number: (608) 323-3377

So I called the number and waited for about an hour for someone to answer the phone this time. I asked for Todd. Keep in mind that I called the headquarters phone number. The person who answered the phone claimed that I was not in their service area! I called the headquarters! How can I not be in their service area? It makes no sense. Again I asked to speak to Todd, they said he was not at the headquarters. I asked for his phone number, they said they didn't have it. I asked to speak to a supervisor, they said none were available. The only thing they offered was to take my name and phone number and they would have a supervisor call me. I hope the supervisor doesn't realize that I am out of their service area!

I will post the conversation if they ever call me, the saga continues...

October 13, 2021: I connected with Charles Spang, Chief Global Sales Officer at Ashley Furniture on LinkedIn today, and sent him a message asking if I could send him a detailed description of the problem I am having, and if he would be willing to help. We will see if he responds...

October 21, 2021: Called Ashley Furniture again, now they are telling me the delivery date is January 10, 2022. I asked to speak to Todd Wanek (CEO) again, they claimed not to have his phone number, so I gave it to them 608-323-3377 and made them transfer me to that number. Currently sitting on hold....