Ashley HomeStore

Reviews 4

SU

Summer Peade

Well here I am on 4/14/2017 editing my review from December 2016. From 5 stars down to 1 I am still waiting for my furniture to be fixed. Since the issue with the loveseat noted in my first review, I also have a problem with a nightstand. (piece of internal framework is cracked). But since I hadnt heard anything from the rep I was working with, a Mr. Harry Duncan, since January, I decided to contact them again and hopefully get some help from someone else. I called in late March and was put with Phylicia Polk. Now three weeks after that first contact with her I have been advised that Ashley would do nothing about the nightstand and since I purchased the 5 yr warranty I needed to contact the warranty company. Reason I was given that Ashley wouldnt fix it was because the time frame of when I received the item and when I reported it. How convenient they dont seem to be able to find any information where I brought it up to Mr. Duncan back in December. Oh and get this...I was advised the technician marked that the furniture was delivered "perfect". The nightstand didnt even have the legs with it. They shipped them to me several weeks later and I had to install them. Thats not exactly what I would note as "perfect" condition. Seems the other reviews here are correct, Their customer service is horrible. After the sale they are no help at all. You can shop there is you wish but just be aware, if you need customer service after the sale, you will have issues. 1st review December 2016, Having just read the negative reviews I am somewhat uneasy about my resent purchase, but I can only write about my experience. I recently visited the Broad Street store and found and purchased a sofa, loveseat, and matching recliner from their leather section. Dealt with a very nice and helpful gentleman named London. He was very patient as my wife and myself looked at every piece in the store multiple times measuring and contemplating until we made our decision. He was very respectful and helpful. We also looked at and priced a bedroom set at that time but did not commit to the purchase. Several weeks later London transferred to the Colonial Heights store and when we went in to finally purchase the bedroom set we were able to purchase it cheaper than we were originally quoted. As far as my shopping and buying experience, they are great. We have only had the furniture about a month but it all seems fine. The bedroom furniture "appears" to be constructed much better than most we looked at. I wrote "appears" because you simply cannot tell the quality of furniture by looking at it. Its true test will come after several years of use. We do however have an issue with the loveseat but I contacted customer service and they sent a tech right out. He figured out the problem and ordered the parts which have been delivered. Just waiting for him to return to install them. That is my experience and based on that I would shop there again if I needed furniture today.

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Y

Y Daughtry-Jones

This is an outrage!!!! Theres no organization within this company, and doesnt seem to be anyone with authority that handles the mishaps. I had to go to the store and speak with the asst. mgr. whose behavior was very nonchalant. My complaint was about the delivery. HORRIBLE!!!!!!!! Its clearly posted on the delivery sheet that we ordered two complete mattress sets with motorized bases. WHY WAS THERE ONLY ONE ON THE TRUCK??? Then the driver ignorantly states "well its human error". NO DUH!!! After taking up my morning with a 9-1 delivery time window, the driver now states that hell be back with the other bed, but I now have a second time window of 4-6. ANOTHER PORTION OF MY DAY AS IF I HAVE NOTHING ELSE TO DO!!!!!!! NO CONSIDERATION FOR THE CUSTOMER!!!!! They shouldnt have screwed up my order, but insult to injury did nothing to prioritize and remedy the mishap. Its almost 6 now and still no delivery. I work midnights and Im very tired, but having to stay awake and wait on people who dont seem to be governed by Ashley; although, their employed by them. I called the delivery center only to sit on hold for 33 minutes and no one ever answered the call, so that was in vain. If my furniture ever gets here.....as God be my witness, I will never buy anything from Ashley furniture ever!!!!! I cant expect the employees to give a hoot when the manager clearly showed he didnt give a rats tail. Good luck for anyone willing to take the risk.....Oh and let me not forget to say that the drivers half way assembled the first bed but didnt finish it. WOW!!!!!!! so incompetent, but Ashleys recording on the phone and commercials advertise 100% customer satisfaction....What a bogus sales pitch!!!!!! They care less about the customer.....just their wallets!!!!! The one star I gave is for the furniture, and the minus four stars is for the horrible service.

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CH

Chad Jarvis

BUYER BEWARE! My wife and I have been repeat customers of Ashley Furniture and have never had a problem until over a year ago. At that time, we bought a bedroom suit and warranty totaling $4,500.00. The quality of the furniture was simply horrible. They had to send a technician out three times to try to fix it. We had the dresser replaced three times, a nightstand replaced once, and the foot board to the bed replaced once. Still the drawers do not work correctly, among other problems they have never solved. Also the warranty they sold us is useless. Now its over a year later, and Ashley has yet to fix or replace our broken furniture. Their Customer Care is pathetic. They have given us the run around for months. As of today, we still have not heard back from several calls we have placed to them. So next week we are getting an attorney to solve this in court. No one should have to be treated so poorly as we have. I would give them no stars, but the only way I can post this is to give them at least one. Update to Brenda S.: You are incorrect and do not have your facts straight. Drawers are not supposed to break and become nonfunctional after few uses. You were not on the other end of the numerous emails and calls to your customer service, nor were you involved with the tech coming to attempt to fix the furniture and drawers which are still broken. I have talked to Timia. Dont bother giving me her number. She was useless, as was Joe Jackson, who, incidentally, informed me that there were absolutely no notes on my account after last March. Poor record keeping on your end, which helps to explain why your facts are wrong. Your customer service has made it abundantly clear they do not care about fixing our furniture. I am discouraging anyone to buy furniture from your store.

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M

M Walt

If youre looking to be lied to by a sales rep, willing to wait 2 months for your delivery, 2 weeks after delivery for your frame to break, another month to have a Technician come out and look at the issues, and then wait for how ever more longer for youre replacement furniture to be delivered, then this is the place for you! Im single, small frame and do nothing other than sit/lay on my couch 3-5 hours a day, theres no way the frame should be broken in 2 freaking weeks! The back and accent pillows look horrible as if Ive had the couch for 10 years. I have to go buy stuffing to try and get the pillows to hold a decent shape. I should have stayed loyal to Value City and took deeper consideration to the bad reviews. If I had a family or entertained a lot this furniture would be all to pieces. Im sure Im going to have future problems with my furniture not holding and they probably wont honor my warranty plan down the road. Good luck to you future purchasers, hope you have a better experience. O, and just in case they dont tell you, no furniture is in-store. All furniture has to be shipped to Fredericksburg and then it will be delivered to you. So dont look for 3-5 day delivery. The sales rep didnt even bother telling me that my couch was on back order, I didnt know this until I called the store about my delivery and another person told me. I asked if the sales rep had this info available when she sold me the furniture and she said yes.

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