Ashley Store — Attraction in Rockford Township

My husband and I ordered the Porter California King bed.. It was to be delivered this morning. The delivery team called stating they were at the end of the driveway and had some concerns about the length and width of our driveway as we live in the country. I reassured the delivery team that we had recently had appliances delivered by semi truck that made it through the driveway just fine and there was a large turn around in the driveway as well. The delivery team stated they would see what they could do and would let me know. a few moments later I saw the Ashley furniture truck going down the highway, I tried to assume the best and that they were just going up the road to turn around and maybe it would be easier for them to turn the truck from that direction, but the Ashley furniture truck never returned. I tried to call the number back that they called me on and it would ring once and go to voicemail. I left a voicemail and called back a couple more times with no returned call. My husband and I then called the Ashley Furniture store in Rockford, IL that we had ordered the bed from and they stated that they could do nothing but email the distribution center because they are not allowed to contact the deliver drivers because they are third party. I told the manager at the store that delivery team called stating they were "Ashley Furniture" and drove an Ashley truck, he stated that they were not employed by Ashley. The store manager had not sense of urgency to deal with our problem and he also said the likelihood of us getting our bed today was slim to none. I again stated that this was unacceptable and that had the delivery team bothered to call back with any concerns my husband would have taken his truck down to the end of the driveway and picked up the bed. The manger stated he understood but all he could do was email. We were not offered to talk the distribution center or the delivery teams management. We have a mattress arriving and now have no bed to put it in. The only resolution they offered us was a refund, which I took. We will never buy another piece of furniture from Ashley and we will be sure to let others know how little drive they have to please their customers. All of this could've been resolved if the delivery team had simply called back instead of just taking off. My husband and I took the day off of work to be sure we were available for the delivery of the new bed. We are extremely disappointed and will never be shopping...

We went and looking for a small table and a couple chairs for our house we just bought. Was in the store for 20 minutes before somebody had asked us if we needed help. This person then called a sales rep over to help us. We were assigned somebody to help us that was on the job for 3 days. He tried to do the best that he could and was showing us different items that would work for what we were looking for. However, every time that we would focus on a particular table it was not available. When we found a table however, we had trouble finding chairs that we were comfortable with that fit our criteria. Once we found chairs that worked, there was not enough of them in inventory or company-wide. This happened 4 times. We wanted to keep the chairs and switch the tables but again the same issue happened. The salesman kept trying to do research and help us as much as he could.

We finally settled on the products we wanted and we're ready to purchase. On the way to the table where the checkout was my wife had tripped and fallen on a cable matt that was running across the floor. Myself and the sales rep had quickly attended to my wife that had some injury to her knee, shoulder, and wrist. The salesman asked and showed genuine concern for her to make sure that she was okay. After my wife was sitting in a chair resting she had asked me why the store manager had saw her fall and did not ask how she was doing or inquired about the fall. I brought it up to the salesman what my wife told me about the store manager and his response was" the store manager likes to have the sales reps deal with the customers directly and not get too involved" .

I mentioned to him that I do understand about giving the sales rep room to grow and learn. However, when there is a particular incident that goes beyond the learning process I believe that the store manager should have gotten involved and made sure that my wife was okay and if there was anything additionally that needed to be done to make sure that she was not seriously injured.

We don't agree with the management policy to have the sales reps deal with a possible serious issue like this. We're hoping that you review this and address any possible issues...

We recently moved into a new home. We did not set up a bed for our 7 year old daughter in her new room, because my mom said she would buy my daughter a new bed. We specifically ordered a bed that she would have in less than 2 weeks so that she wouldn't go without a bed for too long. Our delivery and set up date was set for November 24. When the delivery team arrived, they said they were unable to set up my daughter's bed because there was no hardware. So they just left boxes in her room. I called the store after the delivery team left. I talked to Jasmine. She said she would call right back. She did not. So I called the store again on November 25 and was told the hardware would be shipped to my home and I could call the store when I receive it and they would send somebody out to set it up. As of November 30, I did not receive the hardware. I called corporate and was told there was nothing they could do because the package was "already shipped". I requested a tracking number. I was also promised a gift card that I have yet to receive. On December 1 I checked the tracking number, and per the tracking number the package had not even been transferred to the postal service. I called the store. The first two times nobody picked up. I called a third time from my husband's phone and my call was answered on the first ring. The first person I talked to, Amber, said it wasn't her fault and there was nothing she could do because we were already given gift cards. Then she put me on hold for about 15 minutes and Sandra came on the phone. Sandra said she would look into and call me in the morning of December 2. She took down both my number and my husband's. Neither of us received a call on December 2. It is now December 5 and we still have not heard anything. The tracking still states that the postal service has not yet even received the package. I am extremely dissatisfied with this process and customer service. We would have never ordered this bed had we known our daughter would be sleeping on the living room couch for weeks. Do not buy your furniture here if you need your items by a...