Ashley Homestore

Reviews 3

SH

Sheila Bowen

DO NOT BUY FROM!!! WORST EXPERIENCE OF MY LIFE!!! I purchased furniture at the beginning of February to be delivered to my home on February 16th. When the delivery team arrived they dropped off my sofa but dropped my love seat and broke it. I was originally told that it would take 3-6 weeks for a new one. After calling the store and being transferred multiple times while on the phone they said they could bring me one in a week. On Sunday February 19th when vacuuming the living room I noticed a big bulge on the right hand side of the sofa (well thats because the arm was broke on the sofa_ and hadnt even been sat on yet). I called the customer service rep back to have them exchange the sofa out. They informed me that they were unable to exchange it until they delivered my love seat which was then scheduled for February 23rd. When I spoke with her I stressed that I did not want to wait a week for my sofa to be exchanged and was pretty much told oh well. On February 23rd I received a call for pickup confirmation. I called the customer service team and they informed me that the sofa was scheduled to be picked up but no replacement order was submitted and it would take at least another week to get my furniture (really). . . at this point I am furious with Ashley Furniture!!! but still willing to stick it out. The pick up team arrived at my home just after 11:30am. Took the sofa out of my living room, carried it outside, then demanded that my husband come outside and wide off the furniture (it had drool spots on it from my one year old son_ I had previously notified the customer service team that I had small children in my home when she stated that it would take a week to pick it up). My husband had to take my one year old outside and clean the couch only for one of the gentleman to tell him "thats not good enough_ it needed to dry before they could take it" and they told him that they were taking it back into my home (without permission to enter I might add). I was livid at this point and about to tears!!! I called the delivery number and spoke with the manager (who hung up on me twice!!) who stated that they could not come to pick up the furniture until I produced pictures of the furniture. Which I did_ unhappy about it but the couch is in the same condition it was when it was delivered to me. After receiving the pictures the manager called me back and sent the delivery team back out around 5pm to pick up the furniture. One of the guys dropped the couch in my front yard getting mud all over it (guess those drool spots were wiped off for no reason). Ashley has their furniture back however Im still unable to get a hold of any one for my refund. Customer service informed me that the Florence KY store is privately owned so they cant issue refunds but when you call the store they tell you to call customer service. Wish me luck!!! and please dont buy from them!!! No one wants broken furniture.

R

R Dischar

The actual store experience was not bad. There was one staff member working in the mattress department who found out we were looking for a bed and not a mattress and flat out said, "Yeah, I cant help you with that." From a customer service standpoint, I would think his response could have been more like, "Thats not my area of expertise, but I can send you over to Jason who can help you," or "If you head over that way, there should be a person named ____ who can answer your questions." Anyway, we found a person who could help us, and we told him what we were looking for. He seemed knowledgable, and directed us to each bed in the store that met the requirements of what we wanted. We finally settled on something that was made of solid wood and included storage drawers below. We told him that we had purchased a Tempur hybrid mattress and a platform, and asked how high the bed would rise when put onto the slats of the bed. He stated that it would be about the same as the floor model, which was totally fine with us, so we went for it. Fast forward to the first problem--my husband took a day off work to stay home on the expected delivery day, and no one showed up or called. So he called the store, and they said that they didnt do deliveries on that day and that we werent even in the system. He spoke with the manager, who remedied the situation and allowed us to schedule on a day and time that was convenient for us. So, we finally get the bed delivered, and the delivery staff begins putting it together for us. They were very friendly and worked quickly. They asked if we were sure about putting the platform and the mattress onto the slats, and when we went to look at the setup, it was COMICALLY high in the air. Im 59" and would have needed a ladder to get up onto the bed. It was easily chest-height for me. If there hadnt been storage below, we might have been able to take the slats out, then put the platform and mattress on the bed. But, the storage was the reason we chose this bed in the first place. The only other option was to leave the platform off and just place the mattress onto the slats. We then worried that this would void our warranty for the mattress, but realized that there were the required number of contact points underneath, so that is ok. But, we now have purchased 2 very nice Tempur platforms that we have no space for. Which also caused a chain reaction of us having to rent out a storage space, which isnt convenient or cheap. So, in short, our in-store experience was fine, but it after the fact it seems as if the young man who worked with us was being dishonest and/or not doing his job to the best of his ability just in order to make the sale and send us on our way.

JA

Jacob Toebben

DELIVERY IS HORRIFIC (5 RETURN TRIPS AND COUNTING). I purchased a kitchen table from them. First, a chair was entirely missing on the order and had to be sent 2 months after the initial delivery. When the other pieces arrived 2 chairs were horribly damaged along with the pedestal of the table which took 3 weeks to redeliver after the initial delivery. The lady that called to check up insured me the pieces would now be inspected at the dock before shipment. Why this is not standard practice on the first time around, I dont know? During my couch delivery they literally sprinted through my house, hit door and walls, and snapped my blinds off one of my windows before I could even say a word. It took weeks to find a replacement on my own and at my own cost ($$$$) because I knew the fight to get any money from them would take months. The ottoman I ordered at the exact same time as the couch came in 3 weeks later... Expect to have to take 5-6 half days off work to be home to deal with their delivery screw ups, and dont expect to be able to use the furniture you purchase for 4-5 weeks after the initial delivery because it takes a minimum of a week for them to come back with the right stuff, and even then there is a very high chance it will still be incorrect or broken. Also, expect the delivery crew that gives you a 5 hour delivery window to show up 45 minutes late. I now understand why furniture is so expensive; they need to jack up their sale prices to cover all of their internal costs for delivery screw ups. They literally had 6 chances to do it right and failed every time at the customers expense.