Ashley Outlet — Attraction in Carbondale

Ordered sofa & recliner. Right after the delivery team left I sat in the recliner & as soon as I pressed the button to recline, the foot rest made a loud clunking sound, shifted to the right, & was visibly out of place. Called the store & they were able to contact delivery team to come back & look at it. They tried to "make do" with the tools they had. Said the mechanism was bad & they would order one. Should be here 7-10 business days. In addition to foot rest not working properly, the was a gap between the back of the right arm rest & the chair. Called store after 2 weeks to find out about mechanism. Was told that the part was coming from overseas & I shouldn't have been told 7-10 business days. Emailed one of the warehouse managers. No response. Called store & was transferred to a different warehouse manager. Asked if they would come get this chair & replace it with a new one. He had a very condescending attitude. Said no, that it was like buying a car. After you drive it off the lot & something goes wrong with a wheel, you're stuck with it. Said arm rest issue was probably lack of stuffing & when mechanism comes in they'll also put extra stuffing in chair. Over a month after initial delivery, manager called to schedule techs to come to put in new mechanism & stuffing. They came & worked on chair. Still could not fix it. Said they were trying to "salvage" it. We didn't pay for salvage. We paid for new furniture. They also said it looked like the frame was messed up. They put stuffing in the back of the chair & that did not fix the gap. 8 weeks after delivery, manager called, apologized for how this was handled, and scheduled a time for techs to come get the chair & take it to the warehouse to basically take it apart & fix both issues. They did & brought it back the same day. The gap in the arm rest is fixed, but the foot rest still jerks when reclining the chair. Told the techs I was not pleased with how the chair was working. They passed my concern to the manager. He called a day or so later & said he could schedule for another pick up so he could look at it. I asked about them getting this chair & bringing a new one. He said if I did that, there would be a 35% restocking fee. That was never mentioned in all the previous conversations with him. It's now been 3 weeks since manager said they would take another look at it & I have not heard anything! I am trying to learn to be content with not being happy...

I have been extremely dissatisfied with the assistance. I have been given once I placed my order on October 26. I was told my couch would be in within 4 to 6 weeks. My couch is expected to be delivered December 26 after Christmas. My calls were never returned. My voicemails were never answered. I made four or five attempts to get a hold of someone who would call me back to no avail. Went out of my way to stop at the store to get someone to talk to me. When I spoke with Cole, he was apologetic and informed me that the person who was supposed to relay him a message failed to do so. He promised to get me an answer and contact me the following day. True to Coles word he did just that. I was never told prior to speaking to Cole that there was any kind of issue or delay in my order. I will not recommend shopping at your store in the future because of the customer service I did not receive. However, I am extremely happy with the follow through I...

Sectional Sofa ordered and delivered. Sofa Cushion damaged upon delivery. Delivery guys took photos and supposedly sent photos to their manager to get replaced. Was told by driver that I didn't need to do anything other than wait for new cushion to be delivered to my home. Did not receive cushion, called the store to inquire and was told the manager was not notified that damage occurred and they would inquire with drivers about the damaged cushions. Never heard back from them. Continuing to try to call and speak to someone to only getting voicemail. Very disappointed in the service received...