Ashley HomeStore

Reviews 3

JU

Juliana Brown

Terrible customer service, terrible warehouse organization and even worse accountability. We recently purchased a mattress and floor model bed (the Wesley King Poster bed) with a dresser and night stand. Where we got these for a good price, we didnt encounter any issues until after pick-up. We were told because it was a floor model, they would not do delivery; we had to come pick up the bed, dresser and night stand - which was all well and good, we complied. Once we got home and were ready to put everything together, upon unwrapping everything, we realized we were missing all the nuts/bolts to put our bed together. Upon further inspection, we discovered we were also missing the screws to mount the mirror to our dresser and the knob to the front of our night stand was missing. Another issue is they did not pack all the right slats and slat legs. They actually packed a slat board that wasnt even a king size - it was meant for a full size bed and did not match any of the other equipment - so they gave us part of someone elses order. After calling into the Ashley store (Catonsville, MD), they said they could not help us over the phone and to physically come in. We came in the next day and they informed us they would have to order all the hardware which would take 1-2 weeks. We received the other equipment within a week fortunately, and was able to put our bed mostly together, however, they still left out 4 important nuts to secure the baseboards to the foot of the bed. We are now weeks into our order with an incomplete bed. Yesterday rolls along, the day of our mattress delivery and the driver arrives with a mattress that we didnt pay for - we paid a lot of money for a beauty rest pillow top and what they came with was not that. Come to find, they delivered our expensive mattress to someone else. They take the bed & boxspring and say they have to bring it back to their warehouse for rescanning and reshipping. No lead time as to when we can get a mattress. No one tried to expedite the order after THEY messed up, no one offered any further assistance, they just said oh were sorry. We called into the store we purchased our furniture at and get hung up on 4 times. We ask to speak to a manager and they say no one is available - to put in a request and a manager can call you back in 48 hours. For a company that prides themselves on "honesty, integrity, accountability and customer service" we have yet to see any of this take place on what has been the most miserable experience with a company I have ever encountered. A small mistake along the way is one thing but to mess up on not one but every order made is absolutely ludicrous. They have no organization and no care to fix the problem - all they care about is making the sell. Once they have your money, you cant get a refund, they offer a store credit, so they dont bother with helping the customer after multiple mistakes on their end. so here we are 3 weeks into our order with no bed, very little customer service and what is becoming a price we paid for an incredibly inconvenient and frustrating experience with Ashley Furniture. Disappointed hardly describes my feelings for this company. We ordered from Value City and had every thing we ordered within DAYS. Zero issues. Do not make the mistake of going to Ashleys - go to Value Furniture and be treated with respect and like they give a damn about you.

CA

cameron turley

Dealing with this store and any subsequent people since then has been an absolute joke. On the two orders my house hold has made we first received an item that was incomplete with practically all of the hardware necessary to set it up missing. They shipped us this, thankfully, but obviously that was a major error that never should have happened. I get that it was a floor model, but the slightest bit of attention to detail would have prevented this from happening. After all of this inconvenience, nothing was offered as recompense. THEN, they delivered my brand new mattress to the wrong location, presumably some other persons house, and attempted to deliver their mattress to me. Had the mattress so clearly not been the correct one for me, they would have had no issues delivering it to me. Then when I call to speak to a manager I get hung up on (disconnected as you say) twice, and am told that I cannot speak to a manager, and that one can call me back within 48 hours. After all of this, I explain that I dont want my now not new mattress, as I cannot vouch for the house they delivered it to, and most certainly do not want something someone else has put their sheets, etc on. I am now told I have to wait for another one to get delivered to me. And the absolute most frustrating thing about all of this, is that despite people saying all of the appropriate canned phrases such as "I understand" blah blah, I never once got the impression that someone was genuinely interested in trying to help me, nor did they offer anything by way of reconciliation. I honestly dont even know what it would take at this point for me to be ok about this service, I can say for certain that I will never do business there again, and that I will advise any and everyone I can never to either. Then to top all of this off, I have left several reviews on Yelp, Facebook, Etc without even so much as a reply or acknowledgement. Further more, after this entire incident, including them taking back the Mattress and Box springs, I have yet to receive a phone call. Not from customer service, not from the warehouse, not from shipping, and most certainly not from a Manager. I have never dealt with a company that so obviously cared so little about their customers. I strongly urge anyone considering buying furniture here to go somewhere else. You will be left with nothing but trouble if you buy from here.

A

A Private User

I purchased a couch from the Catonsville, MD location over five weeks ago and the couch still has yet to be delivered to the warehouse (and for those who dont know, it takes an additional week or so for the furniture to be delivered from the warehouse to your residence). Now this wouldnt be a huge issue if I wasnt told the day that I bought it that it would only take a week and a half to be delivered to the warehouse. Even more frustrating, and ridiculously unprofessional, is that Ive now been lied to six times as to when it will be delivered. Ive been told six different delivery dates spanning a three week period of time! It is absolutely impossible to get a factual answer from these people. It states in the contract that you will receive you item within two to six weeks, I was told it would take a week and a half, I will clearly not be getting my couch within the six week time frame, all while being lied to over and over again in the process. Had I known that it would have been this much of an ordeal I would have never purchased my couch from this terrible furniture distributor. Now I would have never had an issue if I was told from the beginning that my item would take six weeks to eight weeks to be delivered, and I would have never had a problem if I wasnt given false delivery dates (that are based no factual information, they basically just make up these dates). We have advised our close friends to steer clear of Ashley Furniture if you expect to have a good purchasing experience, and I would advise anyone reading this to do the same thing. Just so you know there is a Gardiners Furniture less than a mile down the road from Ashleys which I would DEFINITLEY recommend over pathetic customer service you will receive at Ashleys. I will say that the sales rep J.O. was a very nice man, and that he deserves none of the criticism that I have stated above. He was the only positive experience we received from this purchase.