Ashley Store — Attraction in Lexington

BEWARE!

If you come by here with your wife you may end up leaving having purchased furniture. Happy Spouse Happy House.

Just so you know that was a joke. I am completely happy with our experience and our purchase.

First off let me say everyone there was polite and left us to look around and see what they had to offer which personally is what I prefer. We had ZERO intention in buying anything.

We came out today to check out some sectionals. We currently have a recliner for me and her 2 leather couches. We've been talking for the last 2 years about getting a sectional and went by to see what they had, pricing, etc. Well we found one that could be customized a little. We added a few pieces to the display and it's exactly what we were looking for. They just happened to be running some promotions this weekend and I thought it couldn't hurt to see what our total and payments would be. Fast forward 20 minutes we're not only leaving with a sectional (which just so happens to fit PERFECTLY where we want it, I literally just measured and I mean within a few inches) and a NEW bar top kitchen table and chairs. We couldn't pass up the promotion and how affordable the payments were going to be and with 0 interest I might add. Also considering there was only 1 that fit exactly what we were looking for between fabric, recliners, right amount of arm rests and a chaise lounge. Who knew if it was going to be there when we were really looking to pick one up.

Now we have that out of the way. I'm sure they have a bunch of great people working there but we had the pleasure of working with Brian Watkins. Let me start off by saying I absolutely hate sales people, especially car sales people. They push, and poke, and prod and offer you thing you weren't even asking for at prices above what you said you wanted to spend. Brian was the exact opposite and I can't thank him enough for his service. We met him when we first came in, he introduced himself and then let us know he would help if we needed anything. That's it. No pushing, asking questions, etc. We looked around and everyone left us alone. We ended up passing by him quite a while later and we were asked if we had any questions. I commented on a sectional or 2 we liked and he let us know which ones in the store were like what we were looking for. I asked a few questions let him know we weren't buying today so he gave us a card and that was it. He is the sales person I wish everyone was. Just let me look and I'll find you if I have questions. We ended up in our suv in the parking lot and I happened to look at the paper he gave my wife which I paid no attention to until then. We talked about what we liked and didnt like in the store and decided with the promotion they were offering it couldn't hurt to get an idea of what we would end up paying. He worked up the numbers and my wife and I talked it over and decided we both were impressed with what was being offered. I just happened to mention (which may or may not have been a mistake to some peope) I liked a few of the tables and chair sets. We have been wanting to replace our old one as well. Let's see what it would change if we added in the set. Well the $10 it went up was worth it to us. So we're now having delivered a sectional plus a table and chair set we've been talking about but never actually took the time to look, delivered to our house in a few week.

If you want the kind of service I like then ask for Brian Watkins if you decide to shop here.

Also some pics of what we ended up buying. The sectional has a few more sections added to it.

EDIT

We have had our furniture in our home almost a week now. The 2 delivery guys were great. Very polite, did a good job keeping the house clean and putting everything together. It was also all accomplished without waking my 1 year old up from a nap. We couldn't be happier with our...

Ashley Furniture HomeStore 1945 Pavillon Way Lexington, KY 40509

Only giving one star because it wouldn’t allow us to leave anything less.

Our nightmare began from the moment we ordered our sectional couch from Ashley Furniture in Lexington, Kentucky. When we picked out the couch at the store, it was not in stock and was supposed to be delivered to our house. The first time they came to deliver it, it wasn't even the right couch—it was a completely different color than what we had picked out. To make matters worse, the delivery drivers reeked of marijuana. We had to explain to them that they had delivered the wrong color couch and then contact Ashley Furniture. It took three or four phone calls before they agreed to send us the correct couch that we had originally purchased.

Fast forward to several months later, (before 1 year manufacture warranty was up) the couch's cushions started sagging and sinking, making it difficult to sit and get up. We reached out to Ashley Furniture while our couch was still under warranty and followed their instructions by sending in pictures of the damages. They assured us that a repair technician would be sent to our home. We waited for a week, but no one showed up. When I contacted them again, they claimed they had never received the pictures. I provided them with screenshots showing that I had sent the pictures, complete with timestamps and their previous response. They asked me to send the pictures again, which I did, but still, there was no response for two weeks.

After reaching out yet again, Ashley Furniture then told us that our couch was no longer covered by the one-year warranty and there was nothing they could do. Despite having proof that we followed their instructions within the warranty period, they redirected us to our extended warranty company.

We contacted the extended warranty company, submitting all the necessary pictures and information online. However, after waiting two weeks without a response, we called them, only to be told that they were not associated with Ashley Furniture in Lexington. This cycle of miscommunication and misinformation continued, with Ashley Furniture providing us with incorrect phone numbers and contact information multiple times.

Finally, a representative from a different company, who was not obligated to help, intervened on our behalf and contacted Ashley Furniture. Following this, we reached out to Ashley Furniture once more, and after providing all the proof of our efforts, Angela Jones, a manager, finally arranged for someone to fix our couch and replace the cushions.

When they sent the new cushions, some arrived with covers and some without covers—all in the same order. Unfortunately, the repairs did not last. Within three days, the couch was broken again. We contacted Ashley Furniture, only to be met with refusal to provide further assistance. The manager, Angela Jones, who had previously helped, now claimed ignorance of any supervisor or additional support. Their lack of accountability and poor customer service has been incredibly frustrating.

We paid over $3,000 for this sectional, and the experience has been a complete disaster. The quality of the product is terrible, and the customer service is even worse. I strongly advise against purchasing anything from Ashley Furniture in Lexington, Kentucky. Save your money and buy elsewhere!

Terrible, terrible, terrible customer service. They do not care about their customers or the quality of...

I visited the Ashley store in August to upgrade from a queen to a king-size bed. I considered replacing my entire bedroom set but wasn’t sure. The salesperson was kind and patient, and I appreciated being able to take time to decide. I purchased a bed frame and a Tempur-Pedic mattress—which I love. Since I chose not to replace the whole bedroom set, I also ordered a new dinette set: a table, four chairs, and a bench. The in-store experience was great. Delivery came about three weeks later. The bed and mattress were perfect. But the dinette set had issues: one bench leg had a crack (looked like it had been dropped), two chairs had chips, and the table leg was scratched. I tried explaining this to the delivery drivers, but they didn’t seem to understand due to a language barrier. I called the store to ask whether I should refuse the entire dinette set or just the damaged items. They told me to refuse the whole set, so I agreed. Then one of the drivers handed me his phone without saying anything. On the line was a man who said he was the warehouse manager. I explained the damage, and he said he saw the photos but couldn’t clearly see the issues. I told him the store advised me to refuse the delivery. He insisted it wasn’t necessary and offered to send replacement parts instead. A woman joined the call and confirmed they’d ship a new table leg and deliver a new bench and chairs, installing the leg during that visit. They reassured me this was the best option, especially since I’d already gotten rid of my old dinette set. I reluctantly agreed.

That was September 3. Fast forward to September 15—I hadn’t heard anything. I called the store but was routed to a call center. I spent over 36 minutes on the phone explaining everything. Sierra from the call center told me there were no replacement items being sent and no notes on my account about any of this. No record of the promises made. I was told they wouldn’t honor what the warehouse manager said and that I’d need to file a damage claim through a separate number.

This was incredibly frustrating. If you're ordering furniture for delivery, inspect everything thoroughly. Take your own photos of any damage. Don’t rely on the delivery team. Refuse the entire delivery if anything is wrong. Do not sign for anything unless it’s 100% satisfactory. If the drivers call their supervisor, don’t accept any verbal promises—refuse the delivery. Once you sign on their device, you’re stuck.

It’s unacceptable for a company to have delivery staff who can’t communicate, and even worse to have warehouse staff make promises they won’t honor. The man and woman I spoke to outright lied. Ashley claims calls are recorded—I hope they review mine and hear exactly what was promised just to get me to accept...