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The Saga of Ashley Furniture

I'm not usually annoyed by retail, but some retailers seem hellbent to annoy me. Such is now the case with Ashley Furniture in Green Bay.

I don't expect retail employees to know much about their product, or care. When I went furniture shopping I brought along my own furniture expert (and former salesperson) to help out. And I did find some nice pieces of furniture... but they took 13 weeks to delivery. So, on we shopped - and ended at Ashley Furniture - where we found some adequate furniture, and only 2 weeks to delivery!

Turns out 'no'. After two weeks, I'd not heard from them - so I call. On a Tuesday. The result? "I'll call you back Monday." I point out that was yesterday, and today is in fact Tuesday. "Yes. Next Monday." After some amount of 'negotiation' I was able to move the call-back date to Saturday. No call. But really, calling a customer when you said you would? That is so old-school. I got a call on Sunday.

"The furniture you ordered is not really popular, and they did not make it yet." Did not make it yet? "It will be a few more weeks still. Probably the week of the 25th." At best, if I take the worst possible promised delivery date, and the best possible "actual" delivery day (at the time of this writing) we are at 5 weeks. That is 3 weeks longer than promised.

The last time I bought furniture, I drove 200 miles - one-way to Ikea. Looked at things, ate meatballs, bought things, loaded things into the truck. Bam! Done! Perfect retail experience! National chain - awesome.

Dealing with this regional retailer is so much a different experience... I can scarcely compare the two.

Today (Monday #3 to keep things clear... I first went to the store on Monday #0) my credit card statement came. Hey look! I was charged for product that not only is not here, it isn't even built yet! Well. That's news. This is the first time I remember being charged for something prior to shipment. And I buy stuff. Lots of stuff. Off-the-shelf stuff from Amazon and Newegg. Custom-made stuff from Apple. Never once has my card been charged prior to shipment.

But we're not dealing with someone so successful as Amazon or Newegg. Maybe I should be elated when things happen the right way rather than ticked-off when they happen the wrong way. I did make a new rule for myself.

Rule Number One: Never make purchases from local retailers.

There's going to be more to come! I can feel it.

Wednesday #3. Still no word. But I have been informed Ashley Home Furniture is not a two-bit regional retailer, but rather a two-bit national retailer.

Saturday #3. No update.

Friday #4. I called. Guy didn't know, and was confused. Tried to hand me off to sales guy... this failed as sales guy was busy. Phone answerer guy is supposed to call back momentarily.

Monday #5. There was no call back, so I called them, and asked them to credit back all the money they put on my credit card for no good reason. They credited back 80%, so only 20% is on the card now... which is fine.
Now when it never shows up, I only have to get after them for a few hundred dollars instead of a few thousand.

Saturday #8. There's news. The furnitures should be at the distribution center on Monday. Which means they could be here on Thursday. Which means that the guy who helped me pick them out will be in Taiwan by that time. Nice going, folks! Very nice indeed.

Wednesday #9. They called me on Monday to schedule a delivery... Hahahahahahahahaaa.... Just kidding. They never call anyone about anything. I called them today and my stuff is "in". So, I should get a call on Friday telling me what time they will be here on Saturday. For some reason, I have hope the delivery guys will know how to work a phone.

Saturday #9. Delivery day. It was confirmed last night. They even called me! I suspect they hire an outside delivery company, because they have NEVER called me. Delivery window is 10am to 1pm. It is now noon... still waiting.

The Eagle Has Landed. Plus the delivery guys were awesome.


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