Ashley HomeStore

Reviews 3

DE

Dessa Overstreet

Nightmare. First, I do have to say that the sales person was delightful, helpful and had phenomenal customer service skills. But the good experience ended there. I ordered a bedroom set and a sectional sofa and scheduled delivery while I was at the store and a friend of mine bought a sofa the same day. Thats where the trouble started. They couldnt deliver everything to me in one day and I had to schedule delivery a month out and in two different deliveries which meant I had to make arrangements to be home during working hours on two different days. It ended up taking them THREE months and FIVE deliveries to get me all of my furniture. I had to reschedule, because of them not me, multiple times and one time they got the day and time wrong so I asked them to leave the delivery on my front porch (they did that time) but one time they refused to leave or mail the THREE SCREWS that werent included with my bed. Each time I called, I was required to speak with Customer Service who provided no service and blamed the warehouse or the delivery team. The warehouse blamed customer service or the manufacturer and the poor delivery people didnt really have what they needed to be of any help at all. My commentary when I called customer service was that I really didnt care WHO was at fault because, in my mind, its ALL Ashley and I just wanted my furniture. Additionally, they required I give them TWO phone numbers even though I paid in full for my order when I bought it and I told them that I rarely listen to messages on my work phone promptly. They insisted on calling my work phone even though I specifically asked them to call my mobile and they even left threatening messages about having to reschedule my delivery if I didnt reply to them immediately (days prior to scheduled delivery). They didnt set up my bed even though it was part of the delivery fees. Oh, my friend who ordered the sofa you ask? He had a similar experience and when they finally did deliver the sofa (months later), it was damaged beyond repair and he was going to have to wait another several months for them to "make him another one" since it was supposedly an item no longer carried. When he went to the store to get a refund, low and behold, the couch he ordered was still sitting on the floor for sale with no indication that it was not in stock. He asked if he could have that one since they were no longer selling it but was told no. He had to basically make a scene in order to get a refund for a couch he had paid for in full 3 months prior. As a side note, I ordered another bedroom set from Rooms2Go and two mattresses from Sears around the same time I bought from Ashley. Both deliveries were scheduled in a reasonable time frame (R2G in 2-3 weeks from purchase and Sears within 1-2 weeks mostly because I had to arrange time to be available) AND delivered without issue the first time and on time. As a matter of fact, Sears delivered my mattresses early and Rooms2Go was able to schedule delivery the day I bought the bedroom. Be aware if you purchase anything from this company. I dont think its just this location that had the issue. And definitely be careful if you finance. If they cant deliver the right furniture on time to you Im not sure Id trust them with my credit.

KA

Katie Afanador

Purchasing from Ashley Furniture has been one of the worst experiences Ive ever had as a consumer. I bought a bed that was on backorder. After waiting 6 weeks for the bed, it split down the middle after 5 nights of sleeping on it. It had not been installed properly and the slats were pretty scrawny for a king bed (even though Ashley will say that is standard). I called and asked for it to be returned. They informed me that they only replace furniture. Meanwhile my couch arrived, smelling like chemicals. After many telephone conversations, I was told a technician would come out to fix the bed and replace the couch. The day came for the technician to arrive (2-3 weeks after my original complaint) and he never showed up. The Cumming store had not fully processed my request even though they gave me a date and time frame. Again I called and asked for my furniture to be returned. I explained that I didnt want to spend my hard earned money at a store that treats their customers with such disrespect and sells such low quality furniture. I was again told "no returns, only replacements." When the technicians finally arrived at my home, they told me they didnt have the couch (it was backordered) and they brought the wrong slats for the bed so they couldnt repair it. I called Ashley Cumming and only after losing my temper on the phone did they decide to process a return. In the midst of all this, I called Ashley corporate for help and they just sent me back to the store. My items were picked up in and returned but a credit was never processed to my card. Its been 3 months since the return! Only after calling the credit card company and filing a dispute has the refund been processed. I just opened the correspondence today and its still wrong. Ashley is trying to charge me $279.99 for a 5-Year Furniture protection plan. First problem, I had asked for the plan to be removed before the furniture was even delivered to me in August. Second problem, why should I have to pay for a protection plan for furniture that I dont even own?! My next call will be back to the credit card company to dispute the charge. I ordered furniture in July and am still dealing with their mistakes in December. I cant begin to explain how much time and energy has been wasted addressing their problems. We took our money to West Elm and have had a wonderful experience. Do yourself a favor and buy your furniture from another company!!

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Jessica Sanders

If I could give you ZERO stars, I would. Ashley was highly recommended to us. We needed a living room couch because we were moving. Picked it out, set the delivery date. Few weeks later, it was delivered to our new apartment. THE SALES ASSOCIATE ORDERED THE WRONG COLOR. We didnt order the Mocha, we ordered the Slate. So we called the store, made sure the RIGHT color was ordered this time, and set the delivery date for a few days later. Well they came on Monday with the right color couch, but SOMEONE ORDERED 2 OF THE SAME SIDES OF THE SECTIONAL. What are we going to do with 2 left sides of a couch????? So they took that back, the left side of the Mocha color back, and left us with a MISS-MATCHED COUCH. So then we once again got on the phone with the Cumming store, told them 2 of the same sides of the couch was delivered. They couldnt set up a delivery day for us yet because the delivery truck was not back to the warehouse. So I called them later that night, still no delivery truck. I get a call today from the delivery truck, telling me they are giving me a "2 minute courtesy call". 2 MINUTE COURTESY CALL, at 11:45???? Isnt it Ashleys policy to call us at least 45 minutes before your arrival? Do you people assume that Im not at work?? I work 45 minutes away, youre lucky my boyfriend works only 10 minutes away from the apartment. He was in a meeting when I called, so of course he had to leave his meeting to come meet them at the apartment. They told me they would wait. He gets there and theyre not there. I call them and they have the nerve to tell me that they went to lunch. Seriously?? My boyfriend LEFT A MEETING to come meet you, and you decided not to wait and go get lunch instead? Absolutely UNPROFESSIONAL. They get there, unload the couch, then realize they dont have a screwdriver to put the couch together, and that they will have to come back once all of their other deliveries are done. I dont know whats up with your warehouse, but they need to get it together. Its your job to put together furniture, how do you forget a screwdriver? My entire experience with Ashley has just been completely unprofessional. If I ever buy anything from here again, Im getting the model off of the floor. I refuse to have them deliver my furniture ever again.