Ashley HomeStore

Reviews 3

LU

Luke Colledge

One star is generous, but you have to pick one to post a review. Ive never posted a single review before, anywhere, but felt obligated enough to write one here, if this is any indication of the level of incompetence, ineptitude, and unprofessionalism displayed by these people. We ordered a sectional, office desk/chair, and box spring that was all expected to be delivered in 4-6 weeks. Sales guy (Paul?) was a good dude and helped us find what we were looking for. Fine. Now comes the fun part. So 4 weeks later we get a call from the distribution center about our delivery. They said the desk was damaged and needed to be re-ordered, which would take another 1-2 weeks. Not thrilled, but whatever, it happens. So the delivery people show up later that week with the rest of our stuff. Box spring and desk chair were fine, but the sectional wedge was tagged incorrectly and was a different shade/size. They actually wouldnt even let us see it in the truck, and just told us its not the right one. So they drop off the sectional in 2 pieces, because its missing the wedge that connects everything. It gets better. Additionally, after they set up the disconnected sectional, the delivery people experienced an epiphany when they realized that the sofa portion of the sectional was missing the back cushions. So, to recap, they left us with a sectional in 2 pieces, with one of the pieces missing back cushions. We go into the store later that night and explain the situation. Slick-haired Scott told us that theyre only responsible for sales and not the delivery process, and that we need to take it up with the distribution center. With sales people on the floor and 1-2 others behind the desk with him to process transactions, to this day Im still not quite sure of his actual job responsibilities. Zero help. Next day we call the distribution center, and the same lady who called to schedule our delivery, Denise, answers. We explained the situation, and after about every other sentence we said to her, she put us on hold. After being on hold about 5 times in a matter of minutes, she said she was going to put a rush on the redelivery of our defective desk, and also informed us that our cushions needed ordered and would take up to an additional 6 weeks to arrive. Think about that for a second. Imagine you were delivered a sectional without cushions and a wedge, and were told you had to wait up to SIX MORE WEEKS for the cushions to arrive. You just cant make this stuff up. Denises lack of professionalism didnt help the cause, either. As I mentioned, she frequently put us on hold and just flat out interrupted us while trying to explain everything that happened. Hardly customer-friendly being in customer service. She eventually deflected the blame and said that we need to take it up with the store manager, bouncing it right back to the people who we originally spoke with. There is a major disconnect between both departments, and nobody wanted to take responsibility for the series of mistakes that were made in the delivery process. It eventually got to the point where we had posted the first payment on the furniture before we actually got everything delivered in one piece. We talked to the store manager (Dierdre?), who said that they needed a chance to amend the situation before discussing compensation, refunds, etc. She said all she could do at the time was defer our first monthly payment, but that obviously does not rectify our situation given the amount of inconvenience these people provided. Much to our surprise, the desk and wedge were indeed redelivered about a week later, and the cushions actually came 2 weeks later, alot sooner than expected, but shipped in a DIY kit. I still periodically envision Denise kicking her feet back on her desk and getting off on the fact that her way of getting back at us for bothering her was to send a box full of cushion stuffing to our front door. All in all, a painful experience, plenty of headaches and inconvenience, and enormous amounts of incompetence on display.

JA

Jason Sanden

I wish I would have read the other reviews on here prior to shopping. I personally think Ashley Furniture is a fine company...IF you are dealing directly with a store or service that falls under the corporate umbrella. This store is franchised and operates independently under the Ashley name. They dont have the same values and I learned the hard way. The problem is not that they have poor customer service. The problem is that they dont have customer service at all. It is not a feature in their business model. This store and their employees have completely ignored what it means to provide Customer Service. They have phone operators who answer the phone and will direct your call to someone who isnt fit to perform his/her job. Im surprised Ashley allows them to operate the way they do. The salesman I dealt with showed me a piece of furniture and was adamant it was the type I was going to receive. When a similar, but different, item was delivered, the manager played dumb and helpless and would not give me the correct item. He claimed there is nothing he can do. In this day and age, a company like this will not last. It is only a matter of time before this store is shut down. The salesman I dealt with will tell you whatever he thinks you want to hear and only cares about getting your money because he knows he is backed by a manager who will do nothing to fix the problem. Whats the worry when the customer cant return or exchange the product, right? He doesnt have an obligation to tell the truth or provide the right product. He just does whatever it takes to swipe the credit card, despite the fact that the product delivered is not what was promised. The way this store operates is criminal and it is a shame that nothing can be done about it. After reading the other reviews on here and other sites, Im actually disappointed in myself for not doing my research and doing business with these criminals. I was tricked by the Ashley name. If you want to see the furniture, go to this store and ignore the salesmen... then go home and order the furniture on the internet and deal with the REAL Ashley company. Or drive to another store which falls under the corporate umbrella and is backed by the Ashely values. Read the other reviews. This isnt an isolated incident. This store has created a shady culture and should be avoided.

LI

Lingfeng Li

Cant agree more with other suffered customers: wish there could be a zero star for this Ashely store located at Concord Pike, Wilmington, DE. The customer service is the worst in America (and im not exaggerating it!). Be careful about how you will be treated AFTER buying products from this store. Here are the issues: 1. the item came damaged (we have a picture to prove it and the delivery person agreed); 2. If you want to talk to the customer service regarding the issue of your purchase, they will find any possible excuses to prevent providing you a solution. its easily to take painful 2-3 weeks to exchange phone calls. Here are the excuses they gave us about why they couldnt reach out to us within a timeframe they promised: the manager is out of town to Washington DC; the management office doesnt open on Mondays; I (the customer service person) was out of town for vacation; The sale person Tracy was sick..." (i will eat your bullets if I make these up, and Im not creative enough to invent so many excuses, and these were all happening after my purchase? Ummm...) 3. Bad refund policy or no refund at all. The policy says if you return an item (not on final sale) you need to pay a 40% restocking fee. 40%? ridiculously high. but okay, even you obey the policy, you still wont be lucky enough get the remaining 60% back. The reason why we needed to return the item was the furniture was too big to get into our room. Its too big, We need to return it. We can pay a 40% restocking fee. Its a returnable product. Whats the problem with this? Ashley: "NO, SORRY, end of conversation" and then hang up the phone. The customer representative (the slenderer african american lady siting behind the counter table. We met her in store before) literally said "end of conversation" over the phone. I couldnt believe my ears... Dear furniture purchasers, as you can see, not just me, there are so many frustrated customers rating/commenting this store poor. Just be aware. Your savings from your hard work deserve a better place (We wasted half of our monthly income). More importantly, you dont want to waste your precious time on the poor customer service of this Ashely store, or later wasting your time writing negative comments here :(