Ashley HomeStore

Reviews 3

CH

Christopher Dixon

Massive confusion results the moment you inquire about pricing. Cant count the number of times our rep ran off to get "the best deal" from management. Should have stopped there but we didnt. The deal was about the average price wed have paid elsewhere. The part thats been really irritating is waiting the nearly 2 months its been to have 2 queen bedroom sets delivered. Though theyve been in their warehouse, one has been awaiting the dresser. Instead of just delivering the pieces when we called to ask about them and circling back with the dresser at a later date (were 10 mins. from the store). Theyve forced us to wait and pick the dresser up on our own. I find this frustrating as Ive been repeatedly told their trucks are in our area delivering constantly because their prices are so good. If thats the case, it should be no problem to drop the dresser later. This would have kept our business. Like many others here we were told 2-4 weeks before wed see our items. So here we sit, nearly 8 weeks later with family coming into town and no furniture. So they forced our hand. We ended up taking the sets now sans the dresser that we will have to arrange for later. When management was asked about it the attitude was take it or leave it. Not the best approach when it comes to sales. No problem leaving it in the future. We have over 4700sq. ft. to furnish, Ashley wont see any of those orders to come. ***UPDATE*** We still have not received the dresser and are now being told they dont know when it will be in at all. Interestingly enough a privately owned store keeps telling us they need to contact corporate when we ask too many questions too fast. Were pretty aware there is no corporate so Im not sure why they continue this run around. Nearing the point of considering legal action if something doesnt happen soon. This is pretty absurd. Best part is, the dresser actually came in but was "mistakenly" sent to someone else whod ordered the same set AFTER us. They even called me to notify me it was in before delivering it to another customer. I see customer service has reached out to me below this review. Plan to pursue and will update this review. But have sneaking suspicion this is someone in the store. ***UPDATE*** 11/28/16 Still no dresser and only one email from the customer service rep that replied to this review, asking for contact information. Nothing from her since, no corporate communication, no dresser. We will continue to work within the store but will be reaching out to Visa to kill the transaction and an attorney to explore options. This has to be the most ridiculous thing Ive ever encountered. ***UPDATE*** 12/16/16 The individual Lisa who keeps replying to reviews here never made any attempts to resolve my situation. Aside from an email requesting contact information, no follow up was received. Not sure the strategy with having her reply to these. Either way... We were led on for 2 more delivery rounds before I decided enough was enough. After calling the store and arguing with another (different) sales manager, I was forced to drive to the location and handle the matter in person. After being repeatedly told that Id need to contact corporate, the item was not in stock and they had no idea when it would arrive in a shipment. I threatened action in small claims court and finally to call Visa and dispute all charges associated with the transaction and have them take all the pieces back. Voila! They were somehow able to locate my item in their Middle River warehouse. Im happy to say that as of this past Tuesday the 13th, our furniture was delivered without damage. This transaction is finally closed and though I do like the furniture itself, I will not shop with Ashley going forward. So ultimately, 3 months and change to fulfill our order.

AS

Ashley McLellan

Do not purchase from them. First the alleged 1/2 off price they advertise in store will still be more than full price online. When you inquire why you could buy online and save a boat ton of money they will tell you the quality of furniture is not as good. Yes, even though its the exact same product. We got our delivery, 4 hours late, the delivery guys were in a hurry. We purchased a complete dinning set and patio conversation set and fire pit. They left with a box sitting next to the dinning room server. We assumed it was the shelves. The driver had us sign off, his home office was closed (because delivery was so late) so generally I guess you talk to someone to confirm as well. As soon as they closed the door we opened the box to put the 2 shelves in. Unfortunately it was the leaf for the table not shelves. I instantly called the driver (he had just pulled out of driveway), he told me he didnt have it and to contact Ashley furniture directly. I called (talked to the same woman who told me furniture from the website was inferior), the woman said "so you didnt expect the furniture before the driver left, your suppose to inspect it before he leaves". I told her we did inspect it and assumed it was the shelves in the box. She had me search inside, under everywhere for a box that another coworker said it usually would be hiding. I than had to email her pictures of the product I was referring to and where the shelves would be. Asked me if they were wood or glass or what. I responded back "I dont recall from the order two weeks ago, there is no way for me to tell from the piece in front of me" the piece was on showroom floor also on website at any point it could have been viewed or pulled up. After 2 weeks we get the box. We open it up to find 1 shelf, even though its a long server with two compartments. I called the store and yet again talked to the same person. She asked me what the dimensions on the shelf were, are you suppose to cut it in half? No, of course not, I told her Im missing an entire shelf. She told me in the picture I emailed it didnt show two shelves. I told her she could reference it online or walkover to the showroom model. She sent someone over and that person said it only gets one shelf. So I was basically told I was wrong and it only needs one shelf. I told her over and over its a long server separated in the middle, it has 4 doors. Both sides get a shelf. Finally she understands and says she will email a request for a new shelf and call me the next day. 4 days later I call back since I had received no word. She answers the phone after a long period, doesnt say her name or Ashleys furniture just "hello, hi ummm please hold". This is the main number to the store, she didnt know who I was. She picked me up from hold and than does the "thank you for calling Ashleys..... bit". I now was told I have to wait another 10 business days for my shelf. The whole experience was horrible, should have been easily taken care of without making me feel like she felt I was wrong when I just wanted what I paid for.

HO

Hog Man

Would Give zero stars if possible. My wife and I purchased 2 sets of furniture (sectional and a sofa/loveseat combination) in 2013. The sectional was supposed to be leather (we understood the leather was on all the areas that made contact with you body (i.e. touch leather) and with matching Durablend on the sides, back, etc. We also purchased a 5 year warranty (sold by Ashley but serviced by a third party) after being told that the warranty covered any fading, staining, tearing, etc. Within 3 years of normal use, the leather has spotty areas that changed from dark brown to tan/beige, and the recliner pull handle fell off. We contacted the Warranty company and Ashley Furniture, but after 2 weeks of trying to get someone to help us, weve had no luck. First, the warranty company claimed that their warranty was only for leather furniture and the ours was not leather. I contacted the store in Frederick, MD, where we originally purchased our furniture and spoke with the Sales manager. I asked him how it could be that they either lied and the furniture we had was not leather, in which case, why would the salesman push a warranty that was not at all applicable, or the warranty company was not willing to honor the warranty by telling us that our furniture was not really leather, but a leather like material. The manager confirmed that our furniture was leather everywhere the body touches as was originally explained when we purchased the furniture. I told him that the spotting and discoloration was only happening on the arm rests and in the seating area (areas which, based on his explanation, were leather). The manager said that was an issue for the warranty company.. When I asked if he could speak with them, he said he couldnt because Ashley Furniture was no longer using (selling extended service plans with) the same warranty company. After unsuccessfully going back and forth several times with both, I spoke with the manager and asked what responsibility Ashley Furniture would take since the furniture service company that Ashley Furniture pushed was not honoring the warranty. In the end, Ashley sold me the warranty that was now, not being honored. The manager finally said that he would look into it, contact a technician, and have someone come out to my home to look at the issues. I was fine with that solution. The manager said he would call me back to set up an appointment after he spoke with the technician, but I never heard back from the manager. I have called several times, he was never available, and has yet to return my calls and messages. Because I own German Shepherd dogs who shed a lot, I have always purchased Leather furniture. I still have several sets of leather furniture in my home theater, lounge, and family room, that are over 15 years old. None have ever faded or spotted like this supposedly leather furniture from Ashley. BEWARE of the poor quality furniture and even worse Customer Service!