Ashley HomeStore

Reviews 3

BE

Becky Ryan

This is a very long and cautious tale about how you should not ever go to this store. I went into a different Ashley store to look at a couch during their New Years sale. I ended up falling in love with a couch but decided to give it a few days to think it over. I was planning on moving and I wasnt sure what the new address was but the sales associate assured me that when they call to set up a delivery date, once the coach was ready, I could give them the new address. I went to a different Ashley store, in Midlothian, to actual buy the coach. When I first walked up to the store three sales people were outside smoking, when I entered one person said hi. I went to find the coach to make sure I really wanted it and was waiting for someone to come to me to help. 10 minutes later I went on a hunt to find someone to tell them I wanted to buy something. One girl I passed was sitting on her phone, I assumed she was a customer turns out she was another sales associate. When I finally found someone to help me he assured me the same thing the other guy from the other store did. That they could put the delivery address as to be determined and when the couch was ready to be delivered they would call and I could give them the new address. I was told it should take 3-4 weeks for the delivery call and paid for the couch and delivery. This all happened January 5th. February 6th I moved into my new apartment and still never got a call, so I called them to see what was happening. The lady said the couch was ready to be delivered (nice of them to call) but the delivery fee I paid of $60 was for Tuesday-Friday and I would have to pay an additional $40 for a Saturday delivery (kind of them to mention that in store). I didnt have much of a choice (I had already taken that Monday off to move/unpack) so I gave her my card information and set up a delivery for Saturday Feb 13. She said they would call Friday with my 3 hour window, which they didnt know until then because of the delivery route. Fast forward to me sitting here today Feb 13 with no couch. I called delivery to say that no one called to give me a time and the lady said my couch wouldnt be ready until Feb 18. I called the store and the manager there said there nothing they could do, the couch wasnt ready. That sometimes when a item is popular it gets put on back order. It was troubling to her though that someone said the couch could be delivered today. Well they already charged my card so I had proof of the phone call, but they had it no where in the system of the delivery. All she could did was see if she could talk to her manager to get the extra $40 charged back to me. So here I am sitting on the floor writing this review with no couch and a glass of wine trying to smolder by rage and disappointment at the haphazard running of a national store. A store that seems fine spending more money on commercials then the training and employment of their associates. A store that seems to think its acceptable to tell their customers one thing and turn around and do something else. Do not in any circumstance go to this store. It is like an ugly beast luring you in with sales and pretty displays. Then once they take your money their true colors really shine and you are trapped. But this story is not a fairy tale because no one comes to save you. No shinning prince in a suit of armor can save you from the talons of this store. You will be alone. With no furniture. Sitting on a cold hardwood floor with only a glass of wine to accompany you.

ME

Mellanee Hawk

On Wednesday, July 14, 2017, I proceeded to shop directly from an Ashley Home Furniture store. When I initially entered the store located at 10921 Hull Street Road, Midlothian, Virginia, the salesman stationed at the door neither greeted me, nor offered to assist me. I proceeded to the kiosk, and entered the necessary information for the sofa and loveseat I was interested in purchasing. The kiosk then directed me to complete my sale via a sales associate. The aforementioned salesman then proceeded to assist, but after a few minutes of entering my order, he obtained the ‘assistance’ of Pamela, ‘Manager.’ In order to “check to see the balance,” Pamela immediately asked for my Ashley Advantage credit card. I inquired of Pamela as to whether this was to verify if I, in fact, knew my own credit card balance. Ignoring my question, Pamela then stated my balance to me in the presence of store employees, and other customers. Immediately after committing this offense, Pamela again--within the earshot of customers--advised me that my order required a cash ‘down payment’ of either the sales tax, or delivery charge. I then proceeded to explain to Pamela that I’d previously purchased and received furniture from Ashley Home Furniture via my Ashley card, without any ‘down payment,’ and I expected to do the same with the instant order. Pamela then curtly stated “a down payment is needed—it isn’t much, so how would [you] like to pay?” I confirmed via my credit card, and proceeded to leave the store. As a ‘manager,’ Pamela’s behavior was deplorable. Her lack of professionalism and tact is unacceptable. Rather than explain whatever perceived circumstances she may have had surrounding my purchase, in the privacy of an office, Pamela flagrantly and presumptuously divulged my personal information in a dismissive and condescending manner. While I understand Ashley Furniture’s concern in ensuring a customer’s ability to pay, Pamela’s ‘attempt’ in this area was not only unethical, it was rude--evidencing a glaring lack of ability in customer care and discretion. Inasmuch, as a third-time, returning, Ashley Home Furniture customer—with an excellent payment record—the conduct of this ‘manager’ warrants in the least, a written warning, and at the most, termination. It is interesting to note that for all of Pamela’s earnest efforts to demean and ‘categorize’ a paying customer in the presence of others, she truly reflected a mentality that staunchly works against Ashley Furniture’s penchant for community ‘care,’ and as a member of the Chesterfield, Virginia, community, this experience will not remain unknown. Furthermore, while Pamela’s apparent function is to ‘monitor’ customer financial credibility, her first priority should be in recognizing that each and every customer is to be treated with respect and dignity. Anything less, speaks not only to the representatives of Ashley Furniture, but to the company itself. Indeed, identifying that Ashley furniture is not ‘built’ upon furniture, but upon those who purchase it, should make it clear to ALL Ashley Furniture employees, that WHO—not what— is the priority. Finally, as I enjoy my new sofa and loveseat—ordered on-line at Ashley Furniture, and delivered to my home without any problem or ‘down payment’—I ask you, Pamela, what role did you really play on behalf of Ashley Home Furniture: ‘manager’ . . . or moron? Sincerely, M. Hawk CUSTOMER

CH

Chris Manzelli

DO NOT SHOP HERE! THIS PLACE NEEDS TO BE SHUT DOWN! These guys have dropped the ball every step of the way. We received a gift certificate at Christmas to Ashley so we could get a living room set for our new home. After falling in love with a set we went to the counter to pay for it and their entire sales staff had to call three stores to see how to even ring up the order. After almost an hour they decided to just ring it up as cash because they couldnt figure it out. That should have been our first clue. Our order consisted of a Sofa/Sleeper, Love Seat, 2 End Tables, and a Coffee Table. We were guaranteed by the staff that our furniture would be delivered on or by Jan 21st. We received a call from the warehouse on the 21st that our delivery would be delayed until the next day, which was going to be our most recent snow storm. They assured us theyd still deliver in the snow, which we figured wouldnt be possible but they assured us theyd be there. Sure enough it was too dangerous to deliver which we understood and had to wait another week for our furniture. When we called the store about the situation they passed the buck and gave us the run around and finally told us that their sales reps had no business guaranteeing us a delivery date, and pressed that the date was only an estimate and that they were going to do nothing to rectify the situation. When the delivery team finally showed up at the house they rushed us to accept the delivery and rushed out the door only to find one of the end tables was damaged. The delivery crew took the table back and assured us customer service would call us back. About an hour later I noticed a hole in the side of the sofa/sleeper, damage to the coffee table, and damage to the other end table which was deliberately turned toward the wall so it couldnt be seen. We decided wed just speak with customer service about it when theyd call us about the end table. We never heard from customer service. The warehouse called us and left a voicemail to schedule an appointment for a return delivery. We didnt get a chance to call them back when they called us again and left a voicemail to say we were in the books (without a confirmation on an evening were not even going to be home for) and that they had to cancel and reschedule for the following week. We decided to go back to the store and see if we could get the whole thing straight. We explained the situation to the girl at the customer service desk as well as the store manager and again they passed the buck and gave us the run around. We were promised by the girl at the desk that she would call us today with a follow-up as she was going to call her customer service supervisor and what do you know? No phone call. Youll get better service at the Goodwill or Salvation Army. Im filing a complaint with the BBB because their customer service department all the way to the corporate level has no desire to rectify the situation. The corporate level just tells you the stores are independently owned and they have no jurisdiction over them and the local store just basically gives us the finger and the warehouse could care less about how they deliver our goods. And we still dont have our full order. Please, do yourself a favor and avoid this place.