Ashley HomeStore

Reviews 4

TI

Tim Ryan

I paid for a couch, and was told the couch would be delivered in 2 days. The couch came ripped, so I sent it back. The customer service team fumbled through their scripts, and ultimately told me theyd call me back to reschedule the delivery because they didnt know how to handle the situation. They never called me back, so I called the store and found out my couch was being delivered in 2 weeks. I wait 2 weeks. The couch came ripped a second time, and Im fairly confident they just sent me the same couch as the first time after waiting 2 weeks and pretended it was a different one, since the rip looked the same. So I sent it back again, and once again got ran around by customer service, who told me theyd call me back to figure things out. And surprise! They never called. So I eventually called the store and just told them I wanted to cancel my order since they were rescheduling the deliver for 3 weeks after the second delivery. If youre keeping track, this means the 2-day delivery has turned into 5-week delivery. Eventually I got on the phone with the store owner (Hector), who tells me hell knock $20 off the price (like that was worth sitting on the floor for over a month). I decline that offer since Ive already spent hours waiting around for deliveries that came ripped and made several phone calls to figure things out, so a $20 discount would equate to about $2 for each hour of my time thats been wasted. I agreed to go to the store the following weekend, and said that if I get a really low price on additional furniture, I wouldnt cancel (only because this was the only possible way for this to NOT have been a total waste of my time). I went to the store, and Hector wasnt there. I wait around for a little, and he didnt show up. Second-in-command told me that I can get 20% off on my next purchase. So basically, they asked me to spend several hundred more dollars at their store. I told them no and cancelled my order, because Im not going to give them more money to take more of my time. The "deals" were all bad, and the employees at every step of the way seem incapable of calling back when they say they will, and dont know how to run supply chains in general. Staff was nice enough, but a furniture store has one purpose: make it so that furniture is in my house. I wasted multiple weekends on this process, effectively gave them an interest-free loan of several hundred dollars, and am still without a couch.

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NI

Nikita Grant

Worst customer service experience. Everyone is helpful until something goes wrong and you ask for a refund! Purchased a sofa online and the site said expected delivered in 2-3 weeks which was a perfect time frame for me. They called and wanted to set it up for within a week and I had to postpone due to renovations in home. The day before delivery I measured my doorway and realize that the Sofa may not fit. I called them right away to express my concerns and see what my options were. They didn’t seem to worry and express that the sofa was already on the truck and the delivers would figure out how to fit it through the door upon arrival. No mention of liabilities or policies. THIS IS WHERE IT WENT DOWNHILL. Delivers came to measure the door and confirmed my concerns and despite once again confirming it, was told to bring it up anyways by their supervisor and take a picture as proof. Worst idea ever because I live in a 5 floor walk up. So not only were their time wasted but they continued to waste my time. After 2 HRS they decided to take the sofa back to the store and I spoke to Andrea in customer service and relayed my concerns about returning my refund on the delivery. She said they shouldn’t be a problem. Everything seems fine until it was actual time to receive my refund on the delivery fee. When Nicole (another customer service rep) finally called me back they told me I couldn’t get refunded despite expressing my concern and trying to stop the deliver the day before. I spoke to the supervisor (Jackie) and she was so FLUSTERED by my questions she expressed that she “CAN’T EVEN TALK”; she was RUDE and ABRUPT with me . I asked to escalate the matter and she basically told me that was not an option and that is the policy because I denied the measuring services when they called 2 WEEKS prior to set up the delivery. Jackie (the head supervisor) couldn’t even confirm the price of the sofa with me and was so irrigated that I was asking these necessary and reasonable consumer questions. Between contacting financial and their corporation they made me FEEL LIKE I WAS BEING A PAIN FOR ASKING FOR A REFUND. RUDE! NEVER AGAIN ASHELY FURNITURE, NEVER AGAIN.

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A Private User

Other two reviews, i.e. Worst Shop & DONT SHOP HERE are real, I can vouch for them as the same happened with me. I do not even know why these people have opened this big a store when they can not deliver on time or even late or ever? The sales rep. in shop make fake promises to customers for better service, customer satisfaction...these words they dont care even as soon as the payment is made. I have placed order in feb, delivery date was given for partial items for 3rd march for some stuff & 18th march for other stuff.. on 3rd march only few items received ..I had to take a day off from work for the delivery & I was so frustated.. I called & was on hold & my call got routed 5-6times for 30mins... I dont know when they monitor the call for their call center do they ever listen to that? No result.... we had to go to their showroom & again no date was given to us. They talk .. its not in our hand, we cant refund, blah blah... then finally after several calls the delivery again was divided into 2 parts one for 15th march & another 23rd march.... then I get a call on 13th march.. sales rep. asking me that if i reschedule delivery to 18th I will get full order & I agreed, on 18th again when I took a day off from work to get my stuff I get a call in morning saying that they cant deliver & it will be now on 19th... I was frustated but agreed as I had no other choice... today at 19th I was waiting & didnt received any call... I myself called & they said items are not quality inspected now the delivery will be on 10th APril... OMG DO U GUYS CARE FOR UR CUSTOMERS OR NOT? I Know NOT? I want to ask ASHLEY management do they even care for customers or only money what they got and then leave people on their own? I hate this place & their sales Rep. are careless....

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A Private User

I think Ashley is worst funiture store. Below is my experience 11/26/2010 : Placed an order(Delivery Date : 12/15/2010) 12/15/2010 : Delivery of damaged furniture (Next delivery date : 12/17/2010) (I got a call from customer service) 12/17/2010 : No delivery I complained about NO CALL & Late Delivery. (Next delivery date : 12/21/2010) 12/21/2010 : No delivery I complained about NO CALL & Late Delivery. Ashley customer service told me that they will call me by that day butI didnt get any call . 12/22/2010 : Imcompleted delivery. I requested Ashley customer service to refund or get it finished by Dec 23, 2010. They told me that they will call me by that day but I didnt get any call from them 12/23/2010 : Visit to Ashley customer service I requested Ashly customer service manager to refund but he refused my request. And he told me that they will get it finished by next Moday or Tuesday(Dec 28, 2010) 12/28/2010 : No delivery. I didnt get any call for delivery until 12 a.m.. So, I vistited Ashley sales manager and requested to get it finished quickly, but he told me "Just wait until Jan 4, 2011. I got angry and requested him to refund. but he refused my request. He told me, if customer want to request for refund, even though there is serious problem in delivery, customer should wait for their action until 8 weeks after purchase. If you are a patient person, you may buy it from Ashley. However, you will have better buy other furniture otherwise.

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