Ashley Store — Attraction in Florence

I ordered furniture in Florence KY on July 5th on credit at Ashley Furniture Inc. also doing business as Morris Home Furnishings. I was charged for two mattress protectors which were not delivered on August 8th but they are on receipt marked that date. The couch (loveseat) I ordered was finally delivered on August 29th by two men in a unmarked box truck with no lift and no ramp. They broke the couch by dropping it on it’s corner and I didn’t see that it was broken until they had it in my living room installing the plug for recliner. I took pictures of truck and broken couch. The delivery man got on the phone with his boss and told him what happened. After going outside and speaking with him some more he came back inside and told me someone was going to call me in the next 15 minutes to schedule it to be picked up and a new one delivered in it’s place. I should’ve never fallen for this ploy and had them remove the couch at once! No one ever called me. Let it also be known I was told they would be delivering the second end table. It was not on the truck according to delivery men. I waited over an hour to speak with customer care on Thursday, September 3rd. They were absolutely no help and advised me for next time to inspect their furniture before allowing it in my home! Customer care told me I had to go see Curtis Fairbanks GM if I wanted to have anything On the sales order cancelled. Customer care stated they were aware they had a truck break down so they had to use a truck with no lift or ramp! So admitted their negligence in providing the right tools for their men to do the job. I was told they wouldn’t Make returns or cancels over the phone and I would need to physically go into the store to speak to the general manager to schedule the pick up of the broken couch. I went in to the store on September 5 and it was scheduled for pickup on the following Wednesday but Tuesday Curtis called and stated he was Wrong, they wouldn’t be able to pick up couch as planned. As an aside, they have yet to deliver the 2 queen mattress protectors, so how am I supposed to use the mattresses? I went into the store and stated I did not have any more good faith in their company (not all reasons noted in this post) and wanted to cancel the rest of the order and schedule the return pick-up of their broken couch. The manager stared at the computer screen for 45 minutes and tried to simply verbally state to me the returns had been made and the couch was scheduled for pick up that following Wednesday, September 9th. I requested a receipt showing the updates to the account. He tried to get out of this but I persisted so he printed off receipt showing the 3 out of 5 items that are currently in my possession. The GM called me back on Tuesday, September 8th and stated they would not be able to pick up their broken couch the following day and that someone was going to call me to reschedule. No one ever called me. I called the GM on Saturday morning September 12th asking When he was going to schedule the pickup of their broken couch and he re-stated that I wanted a replacement couch! I have repeated verbally and in email several times to CustomerCare with pictures that I don’t want anything else delivered from their company. He responded that he was having my salesperson call me back to schedule the pick up of the couch. I have not had any calls from her or the company. I told Curtis during that call on the 12th that I really needed their couch picked up by the following Saturday, September 19th. No one has ever called me back. Now it is Monday, September 21st and I receive credit statement with their broken couch on it and apparently the two mattress covers I have not received. My hairdresser at Elements Salon told me she had to get a lawyer to draft a letter to get service from Morris Home Furnishings. I am disputing the charge for broken couch and two mattress protectors with Synchrony credit card company tomorrow morning via...

DO NOT BUY FROM!!! WORST EXPERIENCE OF MY LIFE!!!

I purchased furniture at the beginning of February to be delivered to my home on February 16th. When the delivery team arrived they dropped off my sofa but dropped my love seat and broke it. I was originally told that it would take 3-6 weeks for a new one. After calling the store and being transferred multiple times while on the phone they said they could bring me one in a week. On Sunday February 19th when vacuuming the living room I noticed a big bulge on the right hand side of the sofa (well that's because the arm was broke on the sofa_ and hadn't even been sat on yet). I called the customer service rep back to have them exchange the sofa out. They informed me that they were unable to exchange it until they delivered my love seat which was then scheduled for February 23rd. When I spoke with her I stressed that I did not want to wait a week for my sofa to be exchanged and was pretty much told oh well. On February 23rd I received a call for pickup confirmation. I called the customer service team and they informed me that the sofa was scheduled to be picked up but no replacement order was submitted and it would take at least another week to get my furniture (really). . . at this point I am furious with Ashley Furniture!!! but still willing to stick it out. The pick up team arrived at my home just after 11:30am. Took the sofa out of my living room, carried it outside, then demanded that my husband come outside and wide off the furniture (it had drool spots on it from my one year old son_ I had previously notified the customer service team that I had small children in my home when she stated that it would take a week to pick it up). My husband had to take my one year old outside and clean the couch only for one of the gentleman to tell him "that's not good enough_ it needed to dry before they could take it" and they told him that they were taking it back into my home (without permission to enter I might add). I was livid at this point and about to tears!!! I called the delivery number and spoke with the manager (who hung up on me twice!!) who stated that they could not come to pick up the furniture until I produced pictures of the furniture. Which I did_ unhappy about it but the couch is in the same condition it was when it was delivered to me. After receiving the pictures the manager called me back and sent the delivery team back out around 5pm to pick up the furniture. One of the guys dropped the couch in my front yard getting mud all over it (guess those drool spots were wiped off for no reason). Ashley has their furniture back however I'm still unable to get a hold of any one for my refund. Customer service informed me that the Florence KY store is privately owned so they can't issue refunds but when you call the store they tell you to call customer service. Wish me luck!!! and please don't buy from them!!! No one wants...

I would not recommend shopping at Ashley Home Store. First, I had trouble with a sales associate in store and now I'm currently waiting on my coffee table I ordered to be delivered for the THIRD time without dents and scratches on it. It's been ridiculous sitting on the phone (on hold) to request exchanges, making sure you're home in the delivery windows and paying the expensive fees for delivery. It should be right the first time but in my case it hasn't even been right the second time! Hoping the third time, I will have a dent free table!!!

10/7/20 Edit to add: I have called customer care, the store itself and chatted online with several people and still cannot get a call back. I've just emailed the email that someone responded below my comment as well but I'm almost certain it's the same email address that the manager of the store and the person from the chat emailed already and it has not helped. It's absolutely ridiculous that no one is able to help me or get me in contact with who can. I'm considering going to the store and canceling the entire order, including a couch I haven't even received yet.

Update 10/14/20: STILL no call from anyone. DO NOT SHOP HERE if you want non damaged furniture or any type of customer service whatsoever. I have called and emailed repeatedly and contacted the store and still I cannot get a table exchanged. Absolutely ridiculous!!! Going to the store tomorrow to cancel the couch I ordered.

10/15: update. Finally got ahold of someone at "Customer Care". They conveniently have no notes on the system from the delivery person about my dents and marks on the table and no record of when I called or even chatted with someone within 3 days of purchase. On top of that, the sales associate marked my items as "final sale" so they don't have to do anything and even though I contacted them within 3 days, the table has been in my home for longer than that so I'm stuck with it. I paid for extra coverage on the table as well that apparently does nothing for dents or to cover a service order for them to send someone out to fix it so that was a waste of money. I even confirmed with the sales associate before purchasing extra coverage whether things like that would be covered and she assured me that it would be fixed or replaced if I purchased that. I'm pretty much screwed. I've contacted the BBB as well as left reviews everywhere. There are whole Facebook groups dedicated to the issues people are having so definitely DO NOT SHOP AT ASHLEYHOMESTORE/MORRIS. Going to the store today to cancel the couch that I'm...