Ashley HomeStore

Reviews 3

RY

Ryan Austin

Edit 3: The original corporate support rep came through and delivered on the after 5:30pm delivery. The product appeared this time to be in new condition, though the plastic covering the item was still taped at one end. It appears as though communication was the main issue throughout this experience, whether it be between Ashley and their warehouses and distributors or between the weekday and weekend crews of Ashleys corporate support teams. Edit 2: My first interaction with Ashley corporate support was an unplanned phone call during the work day. The rep tried to promise the item could be delivered Saturday the 20th, but, that failed as the item wouldnt be in the warehouse until Sunday the 21st, information which I had already been told. In an effort to remedy the situation, she then stated she could guarantee delivery after 5:30 on Tuesday the 23rd. I was amenable to this resolution as its the quickest we could get it with my wife and I both working. However, yesterday, Saturday the 20th, we got the call from the recording stating delivery was scheduled between 9am and 11am for Tuesday 23rd. I called back to clarify and make sure they knew we had a post 5:30pm time scheduled, but I was met with the information that Ashley never promises a delivery time and wherever you are in the route is when it will be delivered. I asked if that meant that Id never get a late delivery time and the rep told me that yes, that was the case. I told the rep to go ahead and cancel the delivery then as my wife and I would not be home. It seems Ashley doesnt even care if the customer ever receives the products they purchase as this rep did not even offer to reschedule the delivery. So, Ive purchased a $6000 mattress that there is currently no scheduled delivery for, and yet Im sure I will still be expected to make my payments on time. The manner in which the so called corporate support has handled the situation has caused me to lower my rating to 1 star. And since this isnt a new review, which is likely what prompts the social media consult (or who knows, maybe a bot) to respond, I will probably be left waiting on a mattress that never comes. Edit: I appreciate the fact that Ashley has a responsive social media consultant. I will be sure to update my review based on the response of the corporate customer care team. Salesman at the Edwardsville store was very knowledgeable about the TempurPedic mattress and very persuasive. We eventually settled on the cooled Tempur Cloud Luxe. Payments make it seem not so bad, but this is a $6000 mattress. Obviously a luxury item. Which is why I was so shocked with the distributor delivered a clearly used product that had a red stain and tears in the center of the mattress. The plastic covering had been taped on, indicating it was previously opened. I cannot imagine how anyone loaded this on the truck thinking someone would accept used goods for a $6000 mattress they were expecting to be new. Obviously Ashley cannot account for the actions of the warehouse or distributors that they contract, but as those companies are not public facing, Ashley must bare the responsibility for their choice of vendors. Therein lies the problem as both Ashley and the distributor seem rather content to bounce the blame at one another while taking no responsibility with the customer. My recommendation for other consumers would be to order direct from the manufacturer.

SH

Shawn Brodie

This place is a disaster. Some of the worst customer service I have ever experienced. We recently bought our first home and chose Ashley to furnish it. We spent almost $5,000 in new furniture. Upon purchasing, we had to have the furniture delivered in two separate deliveries: one a month after we bought the house, and another one a month after that. Fine. On the day of our first delivery, we were told the delivery drivers would arrive between 10:30am and 1:30pm (this was a Saturday). The delivery guys did not show up until 2:30pm. They could not figure out how to get our couch through our door. Instead of trying different ways, they stood in our hallway and yelled at each other before giving up and telling me that it would have to be returned because it didnt fit. When they went to go get more off the truck, I hauled the couch through the door by myself. At the end of the delivery, they informed me that they did not load the bed rails for our bed, so it could not be assembled and we would have to schedule another time for someone to come with them and put the bed together. After three or four phone calls with Customer Service, I was told that someone would be coming with the rails to put our bed together (this was at about 5:30pm now). At 8:15 I called the store to let them know that nobody had called or arrived to assemble the bed. I was then told that the deliverers were done for the day and nobody would be coming. The CS person told me that I would receive a call the following Tuesday to schedule the next delivery. I received a call on Tuesday morning at 8:30 informing me that the delivery guys were on their way to my house. I work full-time, so I was not home. I had to arrange for someone to go to the house to make sure someone was there. The delivery guys arrived and assembled the bed. Or so I thought. When I came home, I discovered that the bed was not properly assembled and that the foot board was not screwed into the rest of the bed properly. I called the store once again only to be told that the manager was gone for the day (of course) and that we would need to schedule a time for someone to come fix the bed. I demanded that the store manager speak with me first thing next day, and I was assured she would. It has now been a total of five days and I have not heard from the manager and we still have a bed that we cannot use. Did I mention we are paying these clowns a delivery fee? Do NOT purchase anything from these people. They only care about your money.

LA

LaBest Inc.

I order a kitchen table, two bar stools, and 6 chairs at the beginning of March. Due to 4 chairs being on back order I had to wait for my delivery to be delivered towards the end of May. The day before my delivery I was called and told that I would have to wait til the end of July. At the time I told them I had ready been without a kitchen table for two months and if this was the case I wanted to cancel my order and I would go else where. So they pushed my order through and was promised my full order. When they came with my furniture I only received the two bar stools and the table but only received two chairs which were the wrong size (to short to even sit at the table and eat dinner). Was told they would exchange the chairs out for me but I had to wait another month or so. What????? This was Ashley Furnitures screw up but I have to wait cause there to busy to deliver. Got another delivery date set for todays date (and took off work to do so) and was suppose to receive and exchange for 2 chairs and the 4 missing ones I never received. Well guess what I only received the exchange. I have a family of 5 and since the beginning of March we have not been able to sit down as a family to have a meal together. Of course no one knows what is going on. The lady I have spoke with several times has been very sweet and I understand that it is out of her control, but who does actually have control to fix this situation. The managers at this store are more than aware of this issue and for some reason still is not getting fixed. I am not one to post bad reviews about a business but this is down right ridiculous and I have more than once given them the opportunity to fix their mistakes. On my experience I would never recommend anyone to purchase furniture from this place.