Ashley HomeStore

Reviews 4

GE

Gerald Cartwright

This would have been a five star review, had we not had to deal with Customer Care. My wife and I purchased a Toletta 6-piece sectional at the Norman store. According to our salesperson, the computer showed the item in stock at the warehouse. We didnt want to take immediately delivery, because we need to get rid of a sectional we were replacing. Once we sold our sectional, my wife called the store and arranged to have the new sectional delivered the next day. The delivery personnel arrived on time, and began unloading and setting up the sectional. The lead delivery person, told me the power chaise and power recliner on the truck were not the ones that we want. The chaise was a Left Hand Facing (LHF) and the recliner was a Right Hand Facing (RHF). The sales person had erred, in that we asked for a RHF power chaise and a LHF power recliner. The delivery person called the store, then told me someone at the store would be calling to correct the issue. We waited several hours, and not call from the store. My wife called the store and was told that someone from Customer Care would be calling us shortly to take care of the problem. Severl more hours of no call back, and my wife again called the store. This time she was told that Sam (Customer Care Manager) or another manager would be calling us before 8:00 PM. At 8:10 PM, my wife called the store and was told that Customer Care went home at 8:00 PM and no one was there. At 10:00 AM the next day, my wife again called the store, and was again told someone would be calling her back shortly. "Shortly" turn ed out to be more that 30 minutes, so my wife called the salesperson, who was off the previous day. He told her he would check into the issue. I called the store and asked to speak with the General Manager, and was put on hold, while they supposedly transferred my call. After several minutes of hearing the receptionist pick up the phone to check and see if I was still waiting, I handed the phone to my wife and headed down to the store. When I got to the store, I found the salesperson and told him we needed to go speak with the General Manager. It turned out the General Manager, who was in fact the Store Manager was "too busy" to speak with me. The salesperson took me over to the cashier, and there I found out that the RHF power chaise and LHF power recliner were not in stock and had to be special ordered. While I was "ranting" about the inept Customer Care department, I found out that the Ashley Norman store did not have a CSR, and all of the customer support was located at the Mathis Brothers Store. Not a very good experience!

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JA

Jaime Hackworth

We should have known shopping with Ashley was going to be a bad experience from the beginning. I read some iffy reviews online but they had the bed I really wanted. The entire time I felt rushed and pressured to buy items that didnt fit my style just so our salesman, Eric Maxey, could go on to the next customer. We were interrupted by a previous customer who was upset with our "lying salesman". They argued right in front of us and even threatened to "take it outside". We should have left the store right then. Yes it was Black Friday but the store wasnt very busy so we should have never been made to feel like an inconvenience. Isnt your job to sell furniture? I mean we bought 5 items from you and 2 being big ticket items. Our salesman wrote down the wrong items so when delivery happened on Sunday we received the wrong items. It took over 4 hours to resolve the issue. We contacted our salesman like the delivery guys suggested. He said "Ill call in 30". An hour later he texts. Over an hour goes by from that response. So on and so on. Finally after receiving a "Ill call in 10" text and waiting 30 mins we call him. He tells us the items we want will be at the store Monday and we can pick up our mattress along with them. They wont deliver either because driving the 10miles from our house to store would be too expensive. I get a call at 12:04 from Ashley on Monday saying our items are ready. 4:58 I get a call from my boyfriend saying they are not at the store. They are in the warehouse where Mathis Brothers will be delivering on Tuesday. Some time goes on. And all of a sudden the tables are at the store ready to be taken by us. A store manager sits and watches all of this confusion happen and does nothing. Seriously Ashley?!? My boyfriend just got home from a deployment and is using his leave to shop for furniture which is no fun to begin with and you make it even more difficult. We should have gone to Mathis Brothers or Bob Mills to begin with. Never again will I shop here and will make sure others know how terrible you are at both helping active duty veterans and customer service. You have wasted so much of our time this holiday weekend and dragged it out even longer. I hope your products are better than your service.

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JO

John Alexander

I had an extremely trying experience with delivery of furniture which had some missing parts. The delivery men were in such a hurry that when my wife told them about the missing parts they said they knew nothing about it, ran out of the house without further conversation with my wife, ran to their truck and sped off. They also ran from their truck when they arrived, and hurried through the house. They didnt inform anyone about the missing parts. My wife talked to Keedra about it and she said she would order the parts. They didnt come in. My wife called Keedra again and then the wrong parts came in. My wife called again and was told take the wrong parts to Mathis Bros.She did, spoke to Kiersten who said they would order the parts. They didnt come. My wife called Kiersten, left a msg, someone called back saying they would talk to parts.. Nothing happened. I called Mathis Bros. three times and was told they would call me Back They didnt.I called back,talked to Roger, he said to call Anthony Thomas. I did and talked to Emmy who was wonderful, took charge of the problem, got me an answer, and solved it. She represented Ashley Home Furniture and Mathis Bros. well and I hope someone takes serious notice of her desire to help clients, identify the problem, and solve it. Well done! I don, remember the name of our sales person unfortunately because she was great. She was very patient with us, carefully and fully answered our questions, gave information which helped us some money, stayed with us over a short time and closed the deal. We will be back. We know who to deal with.

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LI

Linda Wilk

I dont want to give a one star rating for the entire situation. The employees were great to assist us until the completion of the sale. Was told the couch we bought would not be in for a week. No problem we said. After we paid for everything they told us it would not be in for three weeks. We said what the heck, you told us one week. Salesman responded, well you said it wasnt that big of a deal, we said one week is vastly different than three weeks. On to the real issue! Delivery is a complete freaking joke!!! Ashley contracted a company called "Duckworth" to do the delivery. At the time of purchase we were told that the company would help move the old furniture out to where we wanted. We asked would they put it on a trailer if we had one there, answer "yes, of course." Told there would be a call to schedule delivery when furniture arrived to Ashley. Long story short, contractor called my daughter and told her they will be there in 20 minutes! No schedule delivery, no notice. Now we are rushing around to accommodate them! I got there, told the delivery driver this was unacceptable and he wants to tell me how things will go down. Duckworth had a rented Enterprise vehicle, lied to my face, lied to my daughter, and I am sure lied to Ashley Furniture. Very disappointed in the entire process for a Mathis Brothers business. Ive been a customer for many years and have never had a bad experience with them until this contractor Duckworth. I hope they seriously look into this situation and screen their contractors better in the future!

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