Ashley Sold Me an Oversized Dresser, Refused to Accept a Return or Exchange
Hello, I bought a disassembled dresser for ₺23,000 from the Ankara Batıpark Ashley store on Sunday, 04.05.2025, as a Mother’s Day gift for my mother. They said there was a system issue, so they sent an SMS link and requested that I pay via EFT online, claiming this was the store’s general policy and that they would later email the invoice. When I asked about the invoice on 10.05.2025, they brushed me off, saying there was still a system problem, yet I still haven’t received it. When I gave the gift to my mother on Friday, 09.05.2025, we realized the dresser was too large. That evening, I called the store, and they told me the product could be returned or exchanged. However, when I went to return it on Saturday, 10.05.2025, they said that returns or exchanges were at the store manager’s discretion. When the manager arrived, he refused, saying six days had passed since the purchase. I explained that the dresser was too big but couldn’t be trimmed down after paying ₺23,000, and the manager laughed, saying I could just cut it—it was solid and nothing would happen. The store employee who had originally sold the item to me told me he would try to convince the manager and call me back. An hour later, he called and said the manager hadn’t changed his mind and they wouldn’t take the product back under any circumstances. I can’t understand how a store that presents itself as international, with an English name, could operate with such a backward mentality—refusing to stand behind its product and playing petty games for small gains.
Progress
Hello, On Sunday, 04.05.2025, I bought a disassembled console table from Ankara Batıpark Ashley store for 23,000 TL as a Mother's Day gift for my mother. Since they said there was a malfunction in their system, they first sent a link via SMS and said they would receive the payment via EFT online, stating that this was a general policy of the store, and that they would send the invoice to my email address later. When I asked on 10.05.2025, they told me there was a system issue and that they would take care of it, but they still have not sent the invoice.
When I took the product I bought on Friday, 09.05.2025, to give it as a gift to my mother, I saw that the gift was way too big. When I first called the store on the evening of Friday, 09.05.2025, they said the product could be returned or exchanged. However, when I wanted to return the product on Saturday, 10.05.2025, they said that product returns and exchanges were at the discretion of the store manager and that a return or exchange would be possible only if the manager agreed. When the store manager arrived, he said that since 6 days had passed since the purchase, he would not accept a return or exchange. When I said the product was too big, but it would fit if I cut it, and that I could not cut a product I paid 23,000 TL for, the store manager laughed and said, 'You can use the product by cutting the solid wood, it's no problem.' Then, the store clerk who sold us the product said he would talk to the manager to convince him and call me later. An hour later, he called me and said that the store manager had not changed his mind and that they would not take the product back under any circumstances.
I encountered an attitude that does not stand behind the product they sell and says, 'You can use the product by cutting it.' Unfortunately, my Mother's Day gift for my mother turned into a disappointment.
Dear customer Mehmet Uğur K., Thank you for choosing our brand. Regarding your request, our after-sales service team is contacting you and taking the necessary steps to resolve the issue. For any information, suggestions, opinions, or solution requests regarding our products and services, you can quickly and easily reach us by writing to our support line or by calling our contact center. In line with our customer satisfaction-oriented approach, we would like to reiterate that we are always by your side for any of your requests. Best regards, Ashley Homestore Turkey
The mentioned company has not contacted me, and when I call the number they provided, the call is transferred to the after-sales service voicemail and then the phone hangs up. I couldn't explain my problem to anyone. Also, when I called the store on 24.05.2025 and said that I still hadn't received my invoice and asked them to send it to me, they said that sometimes invoices are put on hold and may not be issued. They used their usual stalling tactics by saying they would inform the accounting department and have them contact me to issue the invoice.
They sent the invoice this evening. But the invoice was dated 14.05.2025. I remembered what the company manager Mr. Necip said when I wanted to return the product: 'We can't accept returns because we have issued the invoice.' When I asked on the phone this time, they said it was the delivery note date. I saw that they also issued the delivery note on 14.05.2025. Isn't the delivery note and invoice supposed to be issued at the time of purchase, not 15 days later? Or am I wrong? After my complaint here, they issued the invoice and delivery note. What a coincidence, right?
