First let me say the 1 star is not for my Salesperson as he was very knowledgeable, friendly, helpful and let me shop without following me around the store. I found the sofa that I wanted/needed and closed the deal. The 1 star is for the poor customer service. The sofa was supposed to be delivered on a Wed afternoon on and Wed morning I received a call telling me part of the sofa was damaged and they would only be delivering part of my order. The other part would be coming a week later. \n\nI had an event scheduled for the weekend and now would have limited seating. I asked if there would be any kind of concession (they should have offered a concession instead of me having to ask for one)  and was offered a $75.00 gift card to Ashley...um, no. I then was referred to a Customer Service person who offered to refund me the delivery charges. I gave her my cc # and she said she would take care of it. 3 days later no refund, nor a peep from anyone at Ashley Furniture. Today after making multiple calls I find that it will now take 2-7 business days to process my refund, a very important tidbit of info the CSR neglected to tell me. I also needed to confirm the delivery date for my remaining item, but since the CSR only sent me a message through another rep and didn't call me herself, I wasn't able to confirm the delivery and had to call back yet a 3rd time. \n\nI work in sales and deal with customers every day. Though the sales experience was good, the follow up and lack of customer service negates the great service I received on the front end of the transaction. If a refund is due, the customer should be given a time line right then in which to expect the transaction completed and not have to hunt down the CSR for answers...3 days later. I won't be ordering anything else from Ashley Furniture again and though I'd like to put the rep on blast, I will refrain from doing so as that doesn't fix the situation. \n\nFinal thoughts...it's equally important to pay attention to your customers AFTER the sale as it is during the sale. People have choices and can spend their money elsewhere and word of mouth is powerful.