Ashley HomeStore

Reviews 3

RT

rtasrayne

Purchased living room furniture in August 14 which was delivered mid Sept. The delivery was fine and free from hassle. By December we knew that something was definitely wrong with both our couch and chair (both reclining pieces). Due to snow issues where we live we could not get to the store until January. We explained to the manager what was wrong with our furniture and we were told that we had to contact customer service. After calling customer service a number of times we received a call back and we were told a tech would be out in two weeks. Two weeks later we had another snow storm and had to postpone - new appointment with tech in another two weeks.(During this time we received all sorts of packages from customer service to "fix" our furniture.) This new appointment was cancelled by customer service due to a personal emergency. Finally a week or two later the tech came to our home. After looking at both our couch and chair the tech tells us that he cannot fix them at our home and both would need to go back to the factory. The chair was never stuffed properly would have to be taken apart. The couch frame was never built correctly and would need to be redone. After the tech left we placed a call to customer service - my contact had the day off. Called the next week and left a message. Called the week after and left a message, and so on and so on. Meanwhile its now the end of May. Still have not had anything done and dont know why brand new furniture is being "fixed" instead of replaced. After searching Google for any information on this store or its affiliates, we find that the owner has more than just this franchise. After many more calls we manage to get in touch with a manager from another store that says hell make sure we get called back from customer service. Amazingly enough on Tuesday morning customer service calls and tells me that they need to schedule pickup of our furniture to be fixed. I explain that I dont want brand new furniture fixed, it should be replaced. I am then told that the manager of customer service would make that decision and I would receive a call back later that day. I did receive a call from the CS manager who promptly informed me that Id had the furniture far too long to be replaced. After spending the past 6 months not having my calls returned its my fault the furniture has been in my house too long? It was still brand new when I started with the issue. I was told that after having it repaired if I was still not satisfied that possibly then it could be replaced. I will NEVER be satisfied - new means perfect. Not repairable. The furniture should have come from the factory in perfect condition. But no, they tell me that they can pick it up and it will be just a couple of days. So now they expect me to take time off from work to be there for them to pick it up and bring it back - are they paying for me to take off from work? No, of course they are not. If this is their idea of customer satisfaction then I would prefer to NEVER shop there again. I would recommend that no one ever shop there because it seems to be hit or miss if your furniture is built correctly. And then of course customer service will play "lets not return your calls" in a timely manner so that they dont have to be honorable. What a horrible way to do business - to take peoples hard earned money and just not care. And then, why bother to call it customer service? Youre certainly not servicing anything but your own pockets. If you want GOOD furniture go ELSEWHERE!! You might spend a bit more, but it will be worth it in the long run!! Read less

MI

Michael Blake

Sales team were good and where the goodness stops. We ordered a recliner which was somehow omitted from the original order. We reviewed the order to ensure all the furniture was there. The two arm chairs were omitted and had to be added, then there was a price issue that was corrected and somehow during these transactions the chair was omitted. First, they were going to try and get delivery before Thanksgiving that didnt happen. Then first call 2 arm chairs back ordered okay. Then day of delivery 2 hours after scheduled window of 3 hours, okay. Then delivery sofa table 2 hours after scheduled window of 3 hours, okay. Then delivery sofa table scuffed across the legs, chair to living room set had a broken back, media table screw through the top and china cabinet was not even part of the shipping. Today almost a month after the purchase they arrive with the China cabinet, living room chair and two dining room arm chairs. Living room chair had chip out of the wood grain on the front base and china cabinet had a defective piece of wood that appeared to be part of the wood like an insect hole and treated it as good wood. Would have been a simple fix during production but it was an obvious assembly line production. Much more involvement than this sparing all the details. During one call I was informed quality control inspection revealed the two arm chairs missing, OKAAAYYY where the hell is the quality control of the screw sticking through the top, chair back broken which still amazes me that it was brought in because they had to know it picking it up the back folded like a piece of paper, or the china cabinet missing. Right now, LIVID at not being able to put up the Christmas tree because the furniture for the living room is brought in through the door we set the tree in front of and dining room is where the china cabinet stores some of the dishes so right now everything is piled up in the middle which is the kitchen. I say this to all the readers out there: DO NOT PURCHASE FROM ASHLEY FURNITURE! I wanted to add this after my original post after now reading the other post. Today December 11, 2016 14 days prior to Christmas Day waiting to hear when the third attempt of delivery is going to be for the rest of my furniture. My wife already very distraught over the whole event adding to her fibromyalgia. What was to be a very special once in a lifetime occasion has brought her to a brink of massive depression. Now reading the past few post this has been going on for at least 8 months and most like very much longer. It appears that there is a program response for the f series key " I am sorry for your experience please email me to discuss" It appears the whole premise of resolution is wait the customer out! Dont reply to any calls they will eventually quit calling. Return enough times with bad furniture they will eventually accept because the customer is tired of refusing the damaged furniture. Ignore the emails they will eventually stop! BUYER BEWARE-TAKE HEED! The only reason I marked one star is because it was the lowest selection.

JO

joe johnson

Before I start, If youll notice under every bad review the "owner" leaves the same exact message saying I pulled your folder and im reviewing it lol what a joke.. One star cus 0 isnt an option.. should have listened to the bad reviews. Ive bought at Ashley before but this one was different because the are independently owned or some BS.. so where to start.. We walk in looking for a kitchen table for our new home because we will be without one when we move in. We looked around for awhile until we found one we liked (had to search for a sales person which you should never have to do I guess we are young and dont look like we are buying) found a salesperson and began the purchase, during paperwork we were asked do you want to have this delivered or would you like to pick it up, it was $140 for delivery or free obviously to pickup ,having a truck I naturally said pickup thinking this Ashley was like most furniture stores and I could pickup my new table in a week or so at the store. Keep in mind we were never told details about pickup or delivery options we were simply given the options and assume pickup location was the store we were standing in like most furniture stores ive ever visited. So some time goes by and we get a call telling us about our table and when its available for pickup and its on this day we find out that the pickup location is not at the store it is in Fredericksburg VA 2 hours away from us... Being upset I called the store and they told me they are simply a showroom pickup is always in Fredericksburg, so basically they twist your arm to pay them $140 to have it delivered because no one wants to drive that far to pickup furniture. We spoke to the salesperson that sold us the table and she said " oh yea im sorry I wouldnt want to drive that far either, I should have told you. So do you want it delivered?" I replied no I dont want it at all, if you would have told me that day pickup was a 2 hour drive or $140 I wouldve walked out and not bought anything so I believe you withheld information to sell me the table and she said " sorry, no refunds, no cancels, no returns, all sales final." so after some sales work of my own I convinced them to deliver my table for $90 which somehow was an available option after speaking to 4 different "managers" it was called mid-week delivery. So we were told "we will call you on the 17th about delivery" 17th came no phone call we called them right before they closed and they said "It hasnt made it to the warehouse yet" ok well you could have called.. "call us back on the 25th" well today im writing this review and it is the 26th and we never received a call on the 25th. We called this morning and they told us theyll know more shortly about our delivery and theyll call us... Long story short F Ashley furniture in Winchester, I wouldnt recommend them to my worst enemy if your smart youll avoid them too. If youll notice under every bad review the "owner" leaves the same exact message saying I pulled your folder and im reviewing it lol what a joke..