Ashley Store — Attraction in Town of Horseheads

Never have I had such poor in store customer service. Even worse customer service over the phone. We purchased a living room set in November. At the time of purchase we were promised a $150 gift card if our purchase was over $1000, which it was. We also purchased a mattress which we would pick up on Wednesday. After confirming that the mattress had arrived in the store, we made arrangement to pick it up. When we got to the store, we were informed that we could not pick the mattress because the shipping department was closed on Wednesday. So, on Thursday we made another trip to Ashley Furniture, 40 miles one way, and we were able to pick up the mattress. However, the $150 gift card that was promised for the living room set was now not available for a thousand excuses made up by the sales staff, the same sales staff that had promised it the day before. I wish that was the end of our disappointing experiences with Ashley Furniture. We also ordered a dining room set in early December with the promise of delivery/pickup before Christmas. Once more we called a day in advance to confirm that the furniture was available to be picked up. Once more we were told that the furniture was in the store and was available to be picked up on Friday, 12/23. I took the day off from work, paid for a U Haul truck and drove the 40 miles to pick up the furniture. Once we got to the store, we were informed that the furniture was actually on back order and wouldn't be available until the following week. To make matters worse. nobody could give us an answer to how this situation could be resolved, because all the people in that department had left early for the company Christmas party. We were told that someone would be in contact with us early Tuesday morning. Alas, Tuesday morning came and past and no call from Ashley Furniture. I called the store and after being put on hold a number of time and passed to several people, I was informed that the furniture was actually on the delivery truck and being unloaded at he store. I was also informed that someone from scheduling would contact us before 4 that day. Still nobody called us. I called guest relations to try and get some answers to how this could be resolved and when our furniture would be delivered. After 2 plus hours on the phone and being passed to MANY people that could answer questions and being told that all managers were on the phone and that the person I was talking to was the highest manager in the corporation, she informed me that her supervisor would be in tomorrow 12/28 at 11:45 and would contact us by noon 12/28. We shall see. NOT very impressed with the rude, unhelpful staff and customer service at Ashley Furniture. After reading the reviews on the website, we are not the only ones who have not had a good experience with Ashley Furniture. I'm sure the BBB and the Corporate Office in Arcadia, WI will also be unimpressed with the way Ashley Furniture treats their...

Where do I even begin.. This is an extremely long saga that just keeps growing due to the extreme unprofessionalism and disrespect of this establishment and their employees. It all began with them denying my sale and refusing to let me use a card because they decided to make up a fictitious rule that you cannot use your store card for purchases under $300 which is false since I’ve made plenty in the past. They then have the nerve to act as if I am the one in the wrong and attempt to gaslight me that I am somehow being unreasonable when I said to just forget it and cancel the sale. I then complain to management and review my experience on here and continue to be told that their staff is correct and that I don’t know what I’m talking about. I’m not sure which is more unprofessional, lying to a customer whose sale you just denied for no reason or having employees gather around and stare you down while clearly talking about you. Either way, this store is guilty of doing both and I took appropriate action much to their dismay. Once the dust finally settled, I did my best to forget this place ever existed and that I’ve ever done business with them, and an employee from the store then came up to me when I was at the gym minding my own business and told me “if you have a problem with me say it to my face.” What on earth? I’m pretty sure I already expressed my disdain with his abysmal attitude and service at the store, but to bring this all a step further and attempt to begin an altercation outside of the business is next level. An employee from the gym had to separate us and nearly call the police all because he had a personal vendetta against me and was angry that I made a complaint in the past. Don’t be angry when this is all your fault, and someone speaks out against you. I should be allowed to enter public places to my leisure without dealing with the confrontation of unhinged employees at a...

I have, over the years had a good experience with Ashley. However, I recently purchased a new sectional sofa. At the time of purchase we were told that it would take 10-14 week for delivery. It took exactly 14 weeks. Ok. We knew that and decided it would be worth the wait. When the sofa arrived we discovered that it was ordered incorrectly. We ended up with two left end pieces and no right end piece. The delivery guys were very nice but couldn’t really tell us much. I called customer service and explained the situation to the representative. I was told that she would work on it and call me back the next day. When I did not hear from anyone I again called the customer service line only to find out that nothing had been done. Again the representative was very polite and we went through the whole thing again. By the end of the conversation I was told that it would be another 8-10 weeks to get the replacement. When I voiced my displeasure he told me they could offer me either $100 back or $150 store credit. I don’t usually make a big deal about this stuff, mistakes happen. In this case though I have to say I am not impressed by the service that I have received. It seems that I will not wait for around 6 months for a complete sofa that is paid for and Ashley’s solution is to give back $100? What a joke. Sadly, this may be the last purchase I make...