Ashley Store — Attraction in Union

Want to post my story relating to this store so others have some knowledge going into their experience here. It's a long one but please do read.

My girlfriend and I have needed a new couch for our place for a while. We looked for a while and ended up here, and low and behold we found a great mattress on sale. Our salesperson, Carl, was very nice, gave us space, gave us information, and we decided to go with the couch. It took us nearly an hour to decide but we go there.

He told us about the white glove service which included assembly of the furniture and offered us a warranty. These were the only two items presented to us.

We went with the white glove delivery but declined the warranty. We were assured it would be assembled in our apartment since we said the hallway to our place was thin and assembly was necessary. Carl assured us this was fine. We paid and scheduled delivery for 2 weeks out. No problem.

Well we get to delivery day and the delivery drivers bring our couch to the door already fully assembled (this was not mentioned to us in any way that it came pre-assembled).

They try for like 5 minutes to get it through the door, then took pictures and gave up. They handed us off to the customer service line where we said it shouldn't have come pre assembled since we paid for delivery which included assembly.

They then told us that the only assembly included (which was never mentioned by our sales person) was the pillows being put on the couch (YES THEY THINK THAT IS ASSEMBLY) and putting the feet on. They then told us it would cost another $180 dollars (for a $700 couch) for "breakdown" service, where they take it back, disassemble the product (it shouldn't have come assembled), then bring it another day.

We told them we weren't declining service, rather they were bait and switching us and we demanded they bring it back disassembled as that is what we already paid for.

We contacted the BBB for a follow up and the representative who responded said we were in fact offered the 180 dollar service in the first place from our sales rep (which we never were, again, we were offered white glove delivery and a warranty for 160, not 180). This is a straight up lie. They also tried to say we cancelled the delivery, which we never did, so again a lie (that's 2).

As of now they still have our money, the couch, and a declined delivery they said we made but never did. If we did cancel the service we shoudl have been refunded.

As of now they have not provided one service, nor the product we purchased for after withholding information from us and claiming they have offered services which they did not do until after the failed delivery where they did not properly explain assembly for that specific piece we purchased.

This store and company should be ashamed of themselves and buyers must beware. Do not fall for their bait and switch tactics. Please take your money and time elsewhere as they...

Dear Ashley Furniture Customer Relations Department, I am writing to formally document and address a series of unsatisfactory interactions and experiences my family and I have encountered with your organization. This correspondence aims to provide a comprehensive account of the events and seek appropriate resolution. Chronological Account of Events:

Initial Transaction: My mother initiated a purchase of furniture items and established a line of credit with your establishment. Scheduled Delivery: A delivery date was confirmed and communicated to us. Incomplete Delivery Attempt: Upon arrival, the delivery personnel identified that the order was incomplete, promptly notified the point of sale, and did not proceed with partial delivery.

Subsequent Issues Encountered:

Inconsistent Communication Protocol: a. Customer service representative Nelson assured a 24-hour response time. b. A subsequent communication was directed to an alternate contact number (my sister's), with instructions to reinitiate contact. c. Upon following these instructions, representative Trix demonstrated a lack of situational awareness and contradicted previous information regarding response times. Conflicting Logistical Information: a. Initial projection: Inventory to be available at distribution center on October 8, 2024. b. Revised projection (October 9): Estimated 4-8 week timeframe for further communication. Suboptimal Customer Service Interactions: a. Most recent telephonic interaction characterized by unprofessional conduct, including:

Interruption of client narrative Presence of excessive ambient noise, suggesting non-optimal call center environment b. Repeated requests for escalation to management have gone unaddressed.

In light of these documented issues, we formally request the following actions:

Provision of an accurate and binding delivery timeline. Consideration of appropriate financial adjustment to reflect the inconvenience and time expenditure incurred. Direct communication with a member of the management team to discuss resolution strategies. Formal acknowledgment of the suboptimal service experience and commitment to process improvement.

Our selection of Ashley Furniture was predicated on your established reputation for product and service quality. The discrepancy between expectation and experience has been significant and warrants immediate attention. We respectfully request a comprehensive response to this communication within 48 hours, including a detailed plan of action to address the...

I recently had the pleasure of shopping at Ashley Furniture Store, and I cannot express enough gratitude for the exceptional service provided by Marian. From the moment I stepped into the store, Marian was not just a sales representative; she was a guiding light in my search for the perfect couch for my Airbnb. Her knowledge about the products was beyond impressive. She meticulously explained the differences between each couch, focusing on what truly matters for a host like me – durability and budget-friendliness.

Marian’s expertise shone through as she navigated me through the myriad of options, pinpointing the best choice that met all my criteria without pushing my budget over the edge. It was evident that she genuinely cared about my needs and was committed to ensuring I made an informed decision.

But her assistance didn’t stop at the purchase. I encountered a few hiccups with the delivery and my credit, which could have easily turned into a frustrating experience. However, Marian handled each issue with such patience and professionalism, making sure that everything was resolved smoothly and efficiently. Her dedication to customer service was remarkable and truly appreciated.

In an era where genuine customer service seems to be a rarity, Marian stands out as a beacon of excellence. Ashley Furniture Store is lucky to have such a dedicated and knowledgeable representative. Thank you, Marian, for making my shopping experience not just successful, but also enjoyable. I look forward to returning to Ashley Furniture Store for my future needs, and I hope to encounter more employees like Marian who make shopping feel less like a chore and more...