Ashley Store — Attraction in Roseburg

I wanted this to be a good review as my husband and I have had positive experiences with Ashley Furniture in the past. The Roseburg store is clean and pleasant. The sales staff were polite, patient, and helpful. That is the end of anything positive I have to say about our experience.

We purchased a dresser and two chairs to furnish our new home. We were told to our faces the approximate delivery times for our furniture. One of the chairs that we ordered was going to push back the delivery time to about a month, since they do not want to deliver in multiple shipments. They told us that they could possibly give us the floor model so that we wouldn't have to wait as long. We were satisfied with that idea, and so we paid for our furniture and were told they would call about whether or not we could have the floor model. There was no call (and never would actually be a call from them during any part of this process). It was May 26th when we placed our order. So we waited. And waited. And waited. My husband called once about a month had passed. No one seemed to know what was going on. I don't really want to go into great detail about the rest of this ordeal, so suffice it to say it is the end of July and we have only gotten 2 of the 3 pieces we've ordered. My husband has called them multiple times, spoken to multiple people, and was constantly given false promises. No one in this company has any idea of what good customer service is. They have our money, so now they have no interest in us. Just this morning we called again and spoke with the store manager. Partway through, the call was disconnected and the manager couldn't even be bothered to call us back to continue the conversation. So that was great.

In short, do not purchase furniture from this company if you'd like to actually receive your purchase in a timely fashion. Their sales associates are so hungry for a sale that they will tell you anything to get you to...

UPDATE BELOW

Initial Experience: Excellent customer service. Our couch purchasing experience was great from start to finish. Both the store manager and new employee Rick were super friendly and helpful. Absolutely recommend!

Update: Our couch and ottoman arrived a little later than expected, but we understood the delays of COVID. However, the ottoman made an extremely loud creaking sound with even the lightest touch, so we called the store and they said to bring it in. We dropped the ottoman off and a warehouse guy was supposed to check it out and we would get a call back if they fixed it or if they needed to order a replacement. No word after a few days so we call them. Guy hadn't looked at it yet but will today, okay. They call, not fixable, they have to order a new one but it will take about 5 weeks so we can come get the old one until the new one arrives. Projected date was October 13th, that came and went no word. So we call them to ask what is up with the ottoman, lady tries to look it up and can't find the info but will call us back after she talks to someone else. Nothing. Call them again, talk to another guy who says it should be in Medford by October 26, so we would get it by the end of the week (October 30). Nothing. Call AGAIN, it didn't come, they are short staffed, can't get ahold of the Medford warehouse to see if it's there, so they'll call after they talk to someone there. Nothing. Call ONCE AGAIN, Oh I'm sorry you never got a call back, I will make sure I update you today either way. Nothing. Called and talked to the manager and she says it now looks like it will be December 1st. Meanwhile we have been making payments on a defective couch and ottoman set, and literally STILL don't know what's going on with the replacement. AWFUL COMMUNICATION. NEVER TRUE TO THEIR WORD. STILL WAITING ON A COMPLETE COUCH SET (we ordered in...

Horrible experience with Ashley Furniture here in Roseburg. We purchased a coffee table (which was something they had on display but had to be ordered). While on a trip to Eugene, we found something that we liked better and was better quality so we called Ashley's to cancel, prior to the order even coming in and are now told that we will be charged 25% to cancel, which, by the way, was not explained to us upfront by the salesperson. They are a ripoff and will never, ever get my business again, and I had been a repeat customer.

Just want everyone to know what they are dealing with if they ever shop at Ashley's. My advice would be to steer clear of them like the plague and go to Rife's or one of the other reputable, local-to-Oregon furniture stores!

UPDATE: While the Ashley store did respond to this review, what they left out is that their disclosure of their restocking fee is not in compliance with Oregon state law. The only disclosure of their restocking fee is on paperwork that they retain and do not provide the customer a copy of. Oregon state law requires that this policy be disclosed either on the customer's receipt or on signage at the point of sale. Neither is being done at this Ashley store. Unfortunately, since the store did not address this deficiency, my review stands. I was hoping to be able to provide a more positive...