Ashley Store — Attraction in Westland

I have had an absolutely horrible experience with Ashley furniture and cannot stress enough that if you’re looking for furniture, you should look anywhere else. I ordered a bed frame, dresser, mattress, and movable foundation on 8/31/20 with an estimated delivery date of 9/30/20. That day came and went. I was contacted on 10/18/20 to schedule delivery and I scheduled for 11/7. I was called at 7:45 PM on the delivery date to inform me that they weren’t allowed to work longer than 12 hours so my delivery would need to be pushed to the next scheduled day. They assured me I would be first on the schedule for the next delivery date which would be the following Tuesday. I called on Monday to confirm this, and after waiting on hold for 20 minutes, was informed the delivery drivers have no control over the schedule and should not have told me that. The next availability wasn’t until 11/18. I scheduled for that day and was assured everything would be delivered then. On 11/18, the drivers ‘forgot’ my dresser and side rails for the bed and this shipment did not include my mattress and foundation as this was now scheduled in a separate delivery for 11/21. They assured me these items would be delivered as soon as possible and my bed would be assembled. I called and waited on hold for another 20 minutes to ensure this was accurate. I was informed I would be contacted by the delivery service before the end of the week and that it was very likely the side rails and dresser would be delivered on Saturday with my mattress and my bed would be assembled. I received a text message on 11/19 that the dresser and rails were scheduled for delivery on 11/21 between 9:15 AM-12:15PM and the mattress and foundation were still scheduled to be delivered between 5:15-8:15PM per the automated phone service when I called and the previous text message I received.

It is now the morning of 11/21 and I was called this morning and informed my dresser and side rails are available for delivery and asked if I wanted to schedule that. The woman I spoke with stated the delivery was not actually scheduled for these items for today, there is no record of them being scheduled in their system, and all she is able to do is schedule them for the future and there is no one else I can speak to in order to have this issue resolved in a timely manner. The next available delivery date for these items is now 12/3 and they cannot adjust the schedule to make accommodations for the remarkable failures of their team. I work on 12/3 and was scheduled to go out of town starting 12/4. They cannot schedule me for the following week because it’s too far in advance (???) and cannot guarantee a time for delivery on 12/4. So now I have had to postpone my trip and have already taken time off of work for these deliveries to still not have a functional bed set.

I cannot comprehend how a company can function so poorly and still remain in business. This is completely unacceptable.

Update on 12/6/20: I contacted the below email. I was offered 10% off only the order with the bed frame and dresser. My delivery date was unable to be moved to sooner than 12/4 even though this email is supposedly the ‘escalations team’. The crew arrived on 12/4 and discovered they did not have the hardware kit to set up my bed. I spoke with a woman named Cindy who said she would drop off the hardware kit personally if it was in stock and that a crew would be back after 4PM that afternoon to set up the bed. I received the hardware on my front porch however the crew never arrived to set up. My dresser was left in the living room to give them room to set up the bed under the pretense that they would be back that evening to set up the bed and move the dresser upstairs. Now the dresser is in the living room and I still do not have my bed set up. The response of the escalations email listed below was as follows:

Good afternoon, I apologize about the incontinence mam, I also send an emergency response ticket to the distribution center to send out someone to assemble the...

Absolutely THE WORST. I wish I could grade them on the basis of the worst companies on the planet and from the beginning of time. I haven’t had my bed set up in OVER ONE YEAR AND THREE MONTHS. It’s July of 2023 and I’ve been waiting since MAY OF 2022. They first brought the entire bedroom set last year in May along with PART of the bed and a BROKEN piece of the bed. Then I reported the issue immediately to the store. Ok, fine, delivery was arranged for the missing and broken pieces. And guess what? On the day of delivery day, I got a call that the driver “forgot to load the pieces”. Ok???? Then we setup another delivery date. Again, “driver forgot to load the missing pieces”. This went on for MONTHS. Then they invented a new excuse: “sorry, supply chains are backed up”. Yes, that did happen globally in 2022 and then eventually we set up another delivery date after MONTHS. And still I got a call on the delivery date or a few days before delivery: “sorry, sir, we need to reschedule.” I called corporate and discovered from them that the PRODUCT HAS BEEN DISCONTINUED. THEY HAD BEEN LYING TO ME FOR MONTHS. I took multiple visits to the shop and multiple calls to corporate, and each time they invented some new excuse for delaying the problem. One time, a worker at the shop said that he didn’t have access to the internal portal. Found out recently from another that he was LYING. One time at corporate, I was told that this problem can be resolved in shop. DEFLECTION. Nobody wants to WORK or take RESPONSIBILITY. ALL they do is LIE and NOT TAKE RESPONSIBILITY. Both the corporate company and the workers! Finally, idk on which time I’ve recalled corporate, I FORCED the lady to make a TICKET to the STORE to EXCHANGE MY ITEM. She was being hesitant and was offering other ways to resolve the issue (as if anything had worked so far??). And I didn’t stop until I had that ticket made and sent to the shop. I made her make a ticket and a message for the shop to exchange our bed, and ONLY THEN did the store comply! Otherwise, each time it was like ping pong. One side didn’t take responsibility and just blamed the other party- between corporate and the Westland shop! Worthless - both of them. By the time we claim the ticket at shop and come to the shop to choose a new set, we’re told that supply chains are back to normal and the bed is back in stock! I retorted with: “I was told that the product line was discontinued altogether?” “Oh, the supply chain is back to normal and it’s in stock again.” Really? Ok, let’s get my bed then. I’m still skeptical and don’t believe a word they’re saying. Today, the delivery boys came and didn’t know about which pieces were broken or missing. Pathetic. Absolutely pathetic. The records have been in the system forever and Ashley’s couldn’t even relay all the information to the delivery boys who came in to build PART OF A BED. I dismissed them and said I don’t want half a bed. I want a full bed. Now it’s July, 2023, and I’m absolutely exhausted by dealing with this company. You know why I’ve been stuck with this company? Because they gave the whole set to me on credit and then sold the account to some other company. For a year, I’ve been loyally paying for the most pathetic job ever. As in, Ashley’s has NO financial responsibility once they sell a customer’s account to a third party. Ashley’s just sold accounts with a low interest to a third party and never thought twice about how to run a business. They’re just making money like a mortgaging company sells accounts to another mortgage company for a higher interest rate! Run from this business like the apocalypse and tell all your friends and family to save themselves from the worst customer service experience in human history. I already have. I think I just might sue...

I have had the worst experience with this store than with any other Ashley store. I have been receiving nothing but delaying of delivery dates, lack of communication, and damaged furniture from this store. The only redeeming quality of this store is the employee Melanie who is the only one who sounds like she cares when something goes wrong.

I ordered a bed set and the next day I ordered an office set and I was told that the deliveries would be available to be shipped together on the 7th of July. I then get a call a week later saying the office set will be delayed until the 21st of July. This was fine because I understand that delays happen due to the distributed nature of Ashley stores.

The bed set arrives on the 7th and for whatever reason the mirror was either forgotten or damaged (I got two stories) at the warehouse and one of the night stands was delivered damaged so I had the deliverer take a picture and I signed for it. I called the store and was first told that I shouldn't have signed for it and there wouldn't be much we could do about it. I called later to talk to Melanie who explained this was incorrect and that they would first send a tech to replace it and if I wasn't satisfied they would look into replacing it. The tech came and glued it down and left glue marks on the furniture and it didn't lay down flat. So I called to have it replaced and Melanie told me they would have to look more into why the mirror wasn't shipped and when they could get one.

So we waited and I heard nothing back for a week and called again. I asked what the status was on the mirror and they still hadn't tracked down if there were any available in the warehouse and would have somebody call me back the next day on Friday to let me know what was going on. Nobody called. I called back today to check on what was going on with the mirror to see if they could deliver it with the shipment that was supposed to come in today and found out that the office set shipment was pushed back until the 29th (over a month after the date of sale) and I hadn't been notified of this delay. I then found out that the mirror and replacement nightstand will be available for delivery on the 31st (over a month and a half after the date of sale). I still don't know if I can even trust these dates and will update this review if any further delays occur.

Ultimately the delay of orders happen and damaged furniture happens and I that is understandable. My real issue with this store is the lack of organization and communication given to the customers when these things happen. I felt like I was doing half the work coordinating the furniture deliveries and moving the majority of the employees that always gave me the sense that they couldn't care less. There are some real management issues going on here so maybe a small purchase from this store but I would shop at another Ashley's if you're making any bigger purchases and need the items in some reasonable amount of time.

Update: We're rolling into December and I'm still fighting this store for the compensation. I keep calling in to both the Customer Claims and the Westland store to get things rolling and both heads are blaming the other for not getting things started. I took a couple weeks off near the holidays of hounding them and when I called back, the last day anything had been done on the ticket was the last day I called two weeks prior. This really makes me feel bad. If I stop calling, I will lose the compensation I feel I deserve for the days I took off work waiting for the furniture to arrive only to be rescheduled, however, now I feel if I don't keep calling they will let my claim slip through the cracks. I'm stuck. Really the worst business experience I've...