Ashley Store — Local services in Alaska

Bought a couch and a loveseat set, and I really like them, and they are good quality. I can't wait to get them into my living room. HOWEVER. This is a breakdown of my shopping experience at this store:

I bought them during the July 4th sale, so got a nice discount. Was told I'd be offered another 15% discount on top of that. The models I wanted were being discontinued, so I had to get the floor models. There were a few spots on the couch that looked a little worn, and one piece of fabric had come undone underneath. I asked if I could get a floor model discount. The answer was no. I asked if we could speak to a supervisor. She came down, and I explained the situation. She offered a 10% discount. We asked if that was on top of the sale and the extra 15% discount. She said that discontinued items got no 15% discount. I told her we'd been promised that discount, and she said, "Well, that's a problem" and that we could not get the two discounts. I asked if we could have the original promise of the 15% discount because of the wear and tear on the floor models. With very poor grace, we were told yes. I applied for 90-day interest free financing, which is what I was told was available to me, and was approved. We were told the store used Progressive for the financing. I was surprised when I was approved for very little, but it was still enough to cover the cost of the couches. However, when we checked out, I was presented with a bill for more than DOUBLE the cost of the couches. That was the amount I'd have to pay if I didn't pay off the 12-month loan in 90 days. I refused to sign it and asked another salesperson what I could do. He said, "Use one of our loan companies for people with good credit!" We had not been told that there were other options, so it looks like they come out of the gate with totally predatory financing. I was told that the company I'd hired to pick up the couches could pick them up at the store, since they were floor models. Today my guys arrived only to be told that they could only pick up the couches from the warehouse....five days from now.

I'll be very happy to get my couches--eventually--but I can't imagine I'll ever shop at Ashley again. This experience has been one frustration...

Eight months after purchase has been the true test of Ashley Store customer service for our family. Of course when you are buying the sales staff are attentive. They promise all sorts of services. The reality is, when you need them to step up and guarantee their products they scatter.

Our household made two seperate purchases in May 2023. Both were covered with 5 years extended warranties.

Recently my daughter's daybed broke. The cheap particle board disintegrated and snapped. After two weeks of no return reply to requests for repairs, she contacted the retail store. She was offered a several hundred dollar reimbursement for poor quality of item, bearing the inconvenience and costs of repair, since their service department was unresponsive. Days passed with continuous stalls by management to acknowledge and resolve situation offered by salesperson my daughter spoke with.

We had to involve a customer experience specialist for Ashley Furniture Industries corporate office to provide oversight to our local Anchorage, location. In an underhanded move Ashley Furniture Anchorage bait and switched. They had their protection contractor, FEA Warranty Department, reach out with concerns of miscommunication and offer to fix bed.

We accepted since stabilizing bed frame on our own would leave furniture with mismatched unsightly frame. Almost a week has gone by since forwarding pictures of damage and items serial number for parts with no replies from anyone.

Our last resort is now to involve the Attorney General's Consumer Protection Unit.

Be forewarned, Ashley does not honour their own warranty. Greed will be the companies downfall when Costco opens their furniture and appliance showroom. You never have hassles like...

I’ll start by saying the in store folks are excellent, and prices are decent.

Where Ashley lost points is the back end support. We ordered two pieces from the store back in August, with a 6-month delivery date. No worries store was upfront on it. Here we are 7 months later, come to find out that Ashley still hasn’t shipped the store the order. It’s now going to be 9 months or more.

We also went back recently and ended up placing an online order, because the store couldn’t get items due to Ashley’s internal BS to drive traffic on their website. Turns out one item was not what we thought, so we called to cancel. Despite two phone calls, and a chat session nothing was logged to cancel the order. We were then directed to the dumbest possible form on their website; literally a Microsoft Office form that requires 72-96 hours to process. Well despite waiting more than 96 hours, the form wasn’t handled and the item shipped. Now our card is tied up for days or weeks, waiting for it to arrive and then returned to origin (we are refusing delivery). No nationwide company I’ve ever encountered uses such an inept management system; Amazon could’ve had this cancelled in a second using an automated system, others would’ve been a call for 10 minutes and done.

While I liked the store, I’m 100% sure I will never order online with this company again, and I’ll be very cautious about in store order times since they’re...