Ashley HomeStore

Reviews 3

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C.William Owens

We had purchased initially after a fire in our home an adjustable base and mattress from Ashley in December 2016. After about 3 months we realized we had gotten too firm of a mattress. We understood the mattress return policy and donated this mattress to charity. We have thoroughly enjoyed our shopping experiences with the sales people and General Manager Eric who relocated and was replaced by new store manager Rick. Both managers were exceptional in their customer interacrions and leadership, but it was clearly Rick the present GM who showed why Ashley Home Store is the ultimate buying customer experience bar none! After realizing we needed a different type of mattress we once again went back to Ashley. This time since the conventional mattress did not fit our needs, so we inquired about the Ashley Respond 14 memory foam mattress. Since I am battling a diagnosis of stage 3 head and neck cancer I was concerned about the " off-gassing" of these types of mattresses. We were categorically told there would be NO fumes or off-gassing from this material. Fast forward to us purchasing and having the new Ashley Respond 14 mattress delivered in a rolled up cryovac plastic. The delivery personnel were great as they had been on our previous mattress and frame purchase but the minute they cut open the plastic wrapping around this rolled up king mattress the chemical smell permeated the house within 20 mins. We had fans on the mattress and windows open for fresh air for days. Nonetheless we tried sleeping on the mattress and both my wife and I were affected by the "off-gassing of this mattress. We had headaches, sore throats and when my Oncologist heard of this he told me to get rid of that mattress and let the store know his direction. I called the store within 72 hrs of delivery. I reached out and talked to Rick the GM and Rick made the ordeal of 2 mattress purchases that had not benefited us have a silver lining. Rick and Aaron his Asst GM took charge of the situation and listened to my relating my Onvologists concerns and promptly asked what could they do to make this work. Rick and Aaron both partnered on notifying me that we would get a credit for the mattress and we informed them we would like to donate the credit to a womens shelter called the Weldon House here in Phoenix. They jumped into action to make this happen! What kind of leadership does that now a days? Not many but at Ashley Home Store in SCOTTSDALE your management team were executing the most amazing SAY and DO behaviors! This leadership was evident to all the employees yesterday and I cannot tell you how special this action by Rick and Aaron to be the consummate "Friend of the Community" meant to me and to this charity I am involved in called the Weldon House! When I say there has not been a shopping experience better from the conscientious attitude about our concerns regarding the fumes from the mattress, the implications of this off-gassing with my present battle with cancer and the exemplary modeling of customer service by Rick and Aaron to make this credit happen and accommodate the Weldon House is nothing less than text book for sustaining a loyal appreciative consumer base. I am the president of a 3000 member church in Phoenix and I have a platform to be heard, I guarantee you many will know about Ashley Home Store in Scottsdale AZ, Rick and Aaron will be the face of "how to" turn a purchasing experience that was not what we had expected into one that re energized our faith in store leadership and I have only seen this customer care exhibited like this at this store! No where else....car dealerships, other retailers no where in Phoenix metroplex! Thank you Ashley Home Store Scottsdale for being a friend of the consumer and community! Rick and Aaron are amazing! An advocate for Ashley Home Store forever! Sincerely, Chris and Myna Owens Scottsdale, AZ

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Eileen MacPherson

I have mixed feelings due to the customer service policies...I purchased a couch and love seat...over $2K...It arrived on time, with no issue in product. However, after two days, I realized that it was just too large for my apartment. I called customer service and begged for an exchange...something. I was told that if it was too large I should have refused delivery. The guys who delivered it had to carry it up four flights of stairs. Even though I knew right away that it was too big, I was too embarrassed to say something to the poor guys...I thought to myself, I can make it work. Nope, after two days, I knew it was just too big. I guess I am used to GOOD customer service policies, because I thought theirs are obsolete in todays world. I also had a second experience with an online purchase....That was a total nightmare. Items arrived broken, which was not evident until after opening the package and broken mirror glass cascaded all over the place. In order to return them, I had repackage them and physically return to a store location. MYSELF. I am 61 years old and not nearly as strong as I used to be, and because I just moved, of course with all the extra strenuous activity my two herniated, bulging discs were already totally aggravated. I had to return them myself or do nothing. I am still upset over their policies. Word to the wise: if you dont like something about your purchase, DO NOT ACCEPT THE PURCHASE!!! YOU HAVE ABSOLUTELY NO RIGHTS! Ashley Furniture Corporate sets the rules...I cant bring myself to feel anger toward the individuals who are probably earning miinimal wages...I am not satisfied with Ashley Corporate! This is definitely a business where it is "BUYER BEWARE" -- My advice: BEWARE! ** Additional information ** I also purchased two throws from the Web collection...site unseen...when they arrived, the color does not work with my decor. I called to find out how to return them...GUESS WHAT!! No returns!!! Where does it say "ALL SALES FINAL!"????? There has to be a law against this! These types of corporate polices are so NOT customer-centric!! I am at a loss...I have NEVER been treated so poorly in my life. *** BEWARE OF THESE NEARLY CRIMINAL POLICIES!!!! ****

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Chelsea Wolff

If I could give zero stars, I would. The employee we dealt with when we purchased a new bedroom set was great, but it was the customer service afterward that warrants this review. We originally purchased a new king bedroom set at the end of November, but were told in the store that it would not be available until Dec. 22 for delivery. That was fine. On Dec. 20, we received a phone call from the delivery company that the bed frame was not in stock still and they would have to postpone the delivery date. We were irritated, but with the holidays approaching, we decided that just waiting until the newly rescheduled date (Jan. 12, 2017) would come quicker than us looking for a new bedroom set and waiting for their delivery would take. So we reluctantly agreed to reschedule. Yesterday (Jan. 10) we received a CONFIRMATION phone call for our delivery of tomorrow. To be sure, we asked if ALL the pieces were there in the delivery room currently and were told that yes, everything was there and we were good for our delivery. We were even given a time frame for delivery. Then today, my husband received a phone call from that exact same person we spoke with yesterday saying that not all the pieces were in, and they needed to reschedule AGAIN, this time with a "tentative" date of Feb. 17.... theyd call closer to that date to confirm, though. We immediately cancelled the order and called the Ashley furniture store to see what was going on. Basically, they knew they werent going to have the furniture in until March, but in order to keep us as customers, kept promising new delivery dates and then just rescheduling the order once that date was close enough. Shady practices by this furniture store. We will never buy furniture from here again. Very disappointed in how this was handled. If we had been told in the store that the furniture was on back order until March, we probably wouldnt have bought it, theyre right on that. But we also wouldnt have left terrible reviews and may have even bought a different set of furniture.