Ashley Store — Attraction in Tukwila

I recently purchased a bedroom set and other furniture items for my apartment from Ashley Furniture Home Store, and while the furniture itself is of good quality and will likely last a long time, the overall experience was far from acceptable.

First, the positives: The furniture looks great and feels sturdy, which is important for a major purchase like this. The technician who came to fix some damaged pieces, Ken, was fantastic. He was kind, professional, and honest, sharing that many customers have had experiences similar to mine. His excellent work was, unfortunately, the only real highlight of my entire interaction with Ashley Furniture.

Now, the negatives, which hilariously (or infuriatingly) outweighed the positives: Everything was fine until I received a phone call two days before delivery — and by extension, my move-in date — informing me that the rails for my bed frame were on back order and would be delayed by a week. This meant I would be sleeping on a mattress on the floor for at least that long.

I immediately called customer service and the store to see if anything could be done, but I was told to “just deal with it.” They were unhelpful and dismissive, with no offer of a real solution. Hoping for better results, I went to the physical store, where I was credited $400 for the inconvenience. While I appreciated the gesture, they still couldn’t expedite the process.

I thought the ordeal was over, but no! The delivery team arrived before I even had access to my apartment on move-in day, and because there was no way to modify the delivery window, they left without assembling or delivering my furniture. I had to move everything in myself, further complicating an already stressful day. To make matters worse, some of the furniture arrived damaged.

And just when I thought things couldn’t get worse, I was notified the next day that the rails would be delayed another week. Calls to customer service went nowhere — boilerplate responses and a clear lack of empathy for the situation. I eventually got in touch with Tina McQueen, the saleswoman I worked with. While she seemed to try her best to help, her communication was lackluster. She told me she had reached out to the warehouse multiple times, but they were unresponsive, leaving me stuck with unassembled furniture and sleeping on a mattress on the floor for two weeks.

I paid a significant amount of money for this furniture, expecting a smooth and professional experience. Instead, I was met with delays, poor communication, damaged products, and a complete lack of care from customer service. While Tina was amicable, and Ken provided excellent repair service, the rest of the process was a nightmare.

UPDATE:

After a week of frustrating emails with Ashley Furniture regarding the delays, damaged furniture, and poor service, the company offered a $30 “gesture of goodwill” as their final resolution. I was informed that this amount is a beyond standard policy (standard being $20), rather than a response to the significant challenges I faced.

This approach felt impersonal and dismissive, especially given that my experience involved repeated delays, damaged items, poor communication, and unnecessary personal effort to move and assemble the furniture myself. I repeatedly requested to escalate my concerns to someone with the authority to provide a meaningful resolution, but these requests were not acknowledged.

The lack of flexibility and empathy in addressing my situation has left me deeply disappointed, and I will never shop at Ashley Furniture again. Furnishing my home is a significant investment, and I expected a company of this size to prioritize its customers’ satisfaction. Unfortunately, Ashley Furniture’s policy-focused resolution process falls far short of this expectation.

Don't shop here if you value your time, money and patience. It is not worth the terrible customer experience. Go to The Old Cannery instead, they have equally great furniture, and a significantly better customer experience. They even carry Ashley...

*Disclaimer:

Really long review due to the nonsense and unprofessional experiences I’ve had with this company/store.

Really poor experience and customer service. I intentionally chose Ashley’s since it’s a well known furniture chain hoping they would have better operations, communication and customer service.

Bought a sofa and booked delivery for a week out. The day of they called and informed me they were unable to delivery since the truck was too big and roads too narrow. Informed me they would call and reschedule.

Did not call to reschedule.

I called a few days later to find out what happened. They apologized and said they would connect with the warehouse for an availability. I told the person (I think it was a call center) what day and time and was informed they would call in few days to confirm the delivery.

Again, did not receive a call.

The day I was supposed to receive the sofa I called the store to find out what happened. The store associate apologized, he said he see’s the notes and that I called. He tried reaching the warehouse but was unable to since they were closed. He informed me someone would call me the following day.

This is now going on 3 weeks.

I received a call from the call center informing me of my delivery options. I told them I was on a tight schedule, had limited windows and would be out of town for 2 weeks the following weekend. She said she would see what she can do. I informed her of my experience thus far and let her know that it is their responsibility to make it right since they have not followed through on their obligations.

She said I would receive a call within 24-48 hours and I informed her that 48 hours is Memorial Day so I would need a call by Sunday to make any adjustments to my schedule.

I never received a call.

I called the store asking to speak to a manager and the person that answered stated they were the office manager. I informed them of my experience and requested a refund since I no longer wanted their product. She apologized for my experience and stated that I would be receiving my refund within 24-48 hours.

4 days later, still have not received my refund which is why I’m writing this review.

I called the store and asked to speak to the manager and the person that answered the phone stated they were the office manager. I informed them of what happened and they stated I did not receive my refund since the sofa was still on the truck and not in their inventory.

WHAT?!!!

I was/am livid. I paid $1400 for a sofa that I do not have, I’ve been misinformed about the process, I’ve had beyond poor communication and due to your lack of follow through I have not received my refund?!

The person on the phone informed me I can come in store and get a refund. I told her I was out of town and told them that for the past 2 weeks so they need to figure out a way to make it right.

She informed me that she’ll allegedly be able to refund me today and would call me back within a few hours. I told her my credit payment is due and need the refund so I don’t pay interest on it. They’ve had enough time to figure out a solution and I’ve been more than patient with them.

So here I am at four weeks with no sofa and money still not refunded.

I wish I could go to the store and tell the people looking to purchase from them to not and tell them of my experience.

They need a retraining on effective customer service and possibly new management because this is beyond...

Updated* Recently purchased a bedroom set, dresser and two night stands. Delivery was scheduled for February 26, 2023 between 845am and 1245pm. It showed up at 8pm that night. We called 3 different times that day about when the delivery would arrive and spoke with call center staff that sounded like they were stoned out of their minds. Not one call from Ashley saying the delivery was delayed. The furniture arrived in undamaged boxes for a momentary sigh of relief. Once we unboxed the the furniture one of the night stands marble tops was unlevel and there was a tear in the felt lining the top drawer. We called the Tukeilla Ashley store where we purchased the furniture the next day and were informed that since we didn't pay for "premium delivery" we would have to return the piece to the warehouse over an hour away south of Tacoma. This is insanity. For clarity, they delivered an expensive piece of furniture that wasn't damaged from delivery but defective from the manufacturer. And now I have to take half a day out of my time to deliver the defective piece to your warehouse so you can have another one delivered to my house? Guys, this is 2023 we all have camera's phones and email. The office manager at Ashley Tukwilla says that "it's against Ashley's policy and there's no way to send pictures of the defective furniture". I tried to reason with her, look you're going to have to deliver a new piece anyway. Let me send you pictures of the piece, it's obvious it is defective. Then deliver the new one and pick up the trash you sent in the first place. This "policy" is a complete screw you from Ashley furniture to every customer. The lack of customer service is absolutely mind boggling. We are currently awaiting a call from the general manager whom I called two days ago without response. Called again today and have a second request to speak with the manager. Never received a call back. Update* Visited the store March 9th and again the office managers complete lack of interest in rectifying the situation was really crazy. Then, thankfully the sales manager came over and listened to me, looked at the pictures and said, "It's clearly not damage from shipping, I don't know why we couldn't equal exchange the bad piece for a new one." She then needed to talk with another manager to clear it. Thanked her and went on my way. Received a call the following day to schedule delivery.

Bottom line, is it shouldn't be this hard to get somewhere when a company like Ashley delivers you a piece of...