Ashley Furniture HomeStore

Reviews 3

OZ

Ozz Demirjian

WOW, WE WERE NOT EXPECTING THE AMAZING TREATMENT WE RECEIVED THAT DAY!!! JAMAL AND MIKE WENT ABOVE AND BEYOND!!! WE WILL ALWAYS BE BACK TO SEE JAMAL WHEN MAKING ANOTHER PURCHASE FROM ASHLEY FURNITURE. My wife and I purchased a couch set last year and we had a pretty bad experience from purchasing and waiting for the couch to arrive. It took almost 2 months just to receive it at there clackamas location. We original came in for another sectional, but was turned to the one we purchased that day because of availability time frame (which they said would take 2 months to get the sectional we wanted). But ended up the one they guaranteed us would not take that long ended up that way. Also they assured us the material in the couch was the same as the sectional we wanted, but it was not, the cushions were flat not stiff. The experience was not what we expected when going to purchase a couch for almost $2000. So with the time we had the couch and being unhappy with our purchase, we decided to cut our ties and sell our couch and look for another one that we wanted. My amazing wife was still in love with the original sectional we wanted, and saw that they were having amazing specials going on for super bowl weekend. So to make her happy i told her that we could look at it again and think about it, not to buy, cause i was still furious with our previous purchase. I contacted the clackamas store 10 times and still no one would answer the phone. So i decided to contact Jantzen Beach location, and Jamal answered the phone right away. He was extremely professional and knowledgeable on the phone and answered my questions for me. The following morning i called the same location, and guess what Jamal first to answer the phone again, and right off the bat from my voice he knew it was me calling. He was so happy and enthused that i called, that i then told him im on the way to see him. My wife and i walked through the door, and i asked for Jamal, which he came up to us, greeted me by my name and we began the process of looking at the sectional. He answered all of our questions, and took care of us as if we were his own family members. We went to look around and then Jamal introduced us to Mike, who as well was very professional and absolutely amazing. The happiness from them that we just came in to look was awesome!!! After about 15 minutes of my wife and i talking, we decided we wanted to purchase the sectional. We sat with Jamal and Mike, and we wanted to let them know how amazing the experience was for us to come in there and feel all the love and care that they showed us. As we finished complementing them, we decided to let them know the prior experience we had, and that they have changed our view on that store. They were extremely happy for us to return and give them another chance. Ive been in retail all my life, and this team work from the both of them is exactly what other stores should look up too. It was absolutely amazing. Long story short, we were in and out with in 30 minutes, and our sectional was available for pick up the very next day from there new warehouse on airport way. Our experience was by far the best purchasing experience we have ever had, and Jamal was superb!!!! I will be back to this store for future purchases to see Jamal and Mike. Thank you guys again, and we love our new sectional.

JO

Josh Briggs

Sales people are fine. Never a bad experience in the store. Its after you purchase the furniture that really gets your blood boiling. First time I purchased a chair and a couch. The delivery window is 3-4 hours. So I take a 1/2 day off in the morning and wait. My 1/2 day off tirned into a full day off because the delivery was 4 hours late. The chair they delivered was litterally falling apart. The right arm could literally be pushed out away from the chair a full 1 inch and the rest of the chair squeeked. Took a week to get a service tech to the house....he couldnt fix it. So he ordered me a new chair. 4 days came and went, no phone call to schedule t later some guys came and got the old chair, but didnt have the new chair. Called customer care, no replacement orders had been submitted just a pick up. Was there a credit for the old chair....NO. Finally got a replacement chair ordered. The replacement was also 4 hours late when it was delivered.....AND IT SQUEEKS WHEN YOU SIT IN IT. Fast forward 1 year. I have an Ashley Furniture credit account. Lets give them one more try, maybe that was all a fluke. Went in and bought a bed frame and matress. Another morning off work and rhis time rhe bed frame was delivered 5 hours late. The delivery guys broke a picture frame hanging on the stiar wall and then didnt bother to clean it up. Instead my wife decided to cleannit up because the guy was stepping over the glass AND THEN he had the nerve to ask my wife TWICE to move as he came in and out of the house WHILE SHE CLEANED UP HIS MESS!!! On top of that, they didnt even have the feet for the end of the bed with them. They delivered my bed with no damn feet. It sat at a slant in my room until I pulled the feet off the ottoman that came with the couch and put those under it. Back to speak with customer care. 5 phone calls. Told them I cant be home for a service call because I cant take any additional time off work. They tell me if not I have to wait another week. I ask that they leave the parts at the warehouse and I will pick them up. They said OK. So I call the warehouse before going over there and they tell me the larts are on the service truck head home if I want them. I sit around the house for 2 hours and get another call that the parts are in fact at the warehouse and I can cone get them. No joke, worst group for customer service I have ever dealt with. I canceled my credit account with them. I will never shop there again.

JP

JP Freeman

Ashley Furniture had it in the bag for them...everything on track from the get go to be a pleasant to amazing 4-5 star experience. However they blew it from an end-to-end customer experience. This review is divided between upfront and back end experience. Upfront: great in store shopping experience, initial sales rep engagement, and credit approval. Then the back end kicked in: operations delivery, product quality, and billing. Ashley called to schedule a delivery between the window of 4-7 pm. I took the afternoon off from work and waited. 830 rolled around and no delivery, no call... Nothing. I get things happen but geeze, communicate! Its not that hard to make a phone call to reset expectations. Anyway I called their ops center and they located the truck. They couldnt deliver until 10 pm-ish. What tha...? Completely unacceptable. I asked to be rescheduled and it wasnt for a few days later that our furniture set could be delivered and when it was; our chair was damaged. I had to call them again to get a new chair and it was another ordeal of waiting, waiting and waiting. I even called our sales rep for help and he assured us he would look into it; but we never heard back. Anyway, we finally got the chair replaced after about 3 weeks from the original order date. Phew! Wasted time and effort to get this resolved but was it over? Nope! I asked about a bill from financing and was told it takes about 2 months for paperwork to process and a statement to be delivered. Guess what? Never received a statement, rather a collection call that were a month late on payment. Really? Took even more time to get that straightened out with the bank. In the end and many conversations later; the late fee was removed and we ended up paying off the account in full. Hindsight 20/20, we would not have made this purchase. We really enjoy our furniture but it was not worth the effort in the end. We also appreciate the compliments on the set when guests come over - though - we do share this terrible experience as consideration before dropping a large amount of money with this company.