Ashley Store — Local services in Anniston

*Update to my very satisfied review below, that I was persuaded to leave BEFORE getting our furniture. (This is how they get good reviews, bc they ask their customers to leave a review upon purchase, and not of the experience as a whole.) These are not organic reviews. Please read on if considering buying furniture here: Currently, EXTREMELY unsatisfied and disappointed in Ashley’s Furniture. The sectional we purchased was 5 pieces that all fit together. Upon delivery, one of the chairs was missing a latch to hook it into the rest of the couch. We asked the delivery guys if they could make it fit ANYWHERE and we were told there was NO possible way because it was defective & missing the part. We decided to just send it back BEAUSE we were told there would be No fee since it was their fault. Well, a few days pass and we decided we wanted to get a console piece to go with the couch. We wanted to just buy it outright separately. I was told I needed to go to the store to order it. Went to the store & spoke to Natalie. She said the piece we sent back was entered by the delivery company as non defective and we “chose” to return it & we would be charged a 10% fee. I let her know that was not the case & they could listen to the call the day of delivery, since she seemed not to believe me.

I was supposed to get a call back in no more than 3 days. NEVER got a call back. Then, I called again and spoke to a manager named Jesse. I told him what was going on. I was promised a call back again in no more than 2 days. NEVER heard back. 2 weeks went by. Still nothing..

I called back today and spoke to Jesse, again. He inquired about what I was calling about. He said “are you just calling to check on the fees and service charges” I reiterated there should be NO fee since the arm chair was defective. & at this point we just wanted a refund and not to order the console. All he said was “ok” and he would get it processed. I expressed my dissatisfaction with lack of follow up and communication and the fact they were trying to charge us fees for something that was their fault! I didn’t get an apology or even an acknowledgment of accountability on their part. Do not buy furniture from this company. All they are worried about is selling and not the smallest bit about customer satisfaction & customer service. This experience was a nightmare! Here is my previous review: Ashley furniture was a pleasure to work with! They are very friendly and professional. Dean is awesome! He made buying our new couch as painless as possible and kept us very informed in every step of the process. We are...

UPDATE

I contacted the company via email, as indicated in the response I received from Ashley Furniture. After several days without a reply, I followed up with a phone call in an attempt to schedule the delivery of my furniture. I was provided with a delivery date of January 22nd, which was two weeks from the date of my call. At this juncture, I simply wish to conclude my dealings with Ashley Furniture. I sincerely hope that the furniture proves to be durable, as I do not want to undergo this experience again. Consequently, I will refrain from making any future purchases or recommending Ashley Furniture. The one star review stands.*

In November, I ordered the Larce Sectional, including an additional armless chair, a matching ottoman, and a swivel rocker accent chair. I also opted for the Platinum Plus plan. I was informed to expect delivery within 6-8 weeks, and I received all items after 6 weeks on a Friday morning.

Unfortunately, one of the armless chairs and the wedge were damaged, and they were returned for replacement. I contacted the local store that afternoon to inquire about the anticipated delivery of the replacement pieces. I was informed that there was no information available in the system, and I was advised to follow up the next day.

I called again on Saturday, only to find that there was still no update in the system, but a manager would contact me within 24 hours. Regrettably, I did not receive any communication.

On Monday, I reached out to the local store once more and was informed that a new delivery date could not be confirmed. I was then given the customer service number to call. However, I discovered that the customer service line was closed on Mondays.

Today (Tuesday), I called the customer service number again and was informed that the delivery is now scheduled for "sometime between the second and third week of January." I expressed my disappointment, mentioning that had I been aware of such a lengthy wait, I would have returned the entire sectional and retained my previous furniture until everything was ready. With a birthday party scheduled at my home for the first week of January, the absence of the armless chair (that provides additional seating), and especially the wedge that connects the pieces together, presents significant challenges.

I am quite disheartened by this experience with Ashley Furniture. While Jessica at the local store was incredibly helpful in assisting me with my initial purchase, this negative experience has overshadowed that positive...

After purchasing thousands of dollars of furniture here, we’ve been treated poorly and been given the run around.

Among other things, we purchased a King sized Johnelle bed a little over a year ago from the Anniston location. We also purchased a protection plan that we were told would cover our furniture. After slightly a year of use, the bed’s frame snapped in half while we were sleeping, ~4 weeks ago. After filing a claim online for replacement via insurance, we heard nothing back for a few weeks. We call again and they say it’s been approved and we’ll be contacted with further steps in a few days. Again after roughly a week, I call to be told there’s a credit waiting for us on account with Anniston location. Great! Why did I have to call numerous times to get this done?

When I called to move forward with Anniston store about getting a replacement rail, we’ve been treated poorly. The manager has spoken to both me and my husband with no sympathy and instead hits us with a bunch of “store policies,” that were not mentioned to us while purchasing furniture. For instance, our credit on account is only good for the amount WE purchased the beds rails for. So, if they’re on a different sale or no longer marked down- we’re expected to pay difference, they do not price match what we paid. Likewise, we are expected to pay an additional $125 delivery fee to have this shipped to our home, which will take another 3-5 weeks. I worked in a furniture store for years and have never known one to be unable to price match what was originally paid, especially in cases of replacing damaged furniture barely a year later.

Ultimately, why did we pay for a protection plan, only to be hit with more fees and costs when their poorly made furniture snaps in half? Similarly, we’re unable to pick said replacement parts up from store to avoid a delivery fee. Do not recommend buying protection plan as none of this info is told to you up front.

Now I’m left, 6 months pregnant, sleeping on an uncomfortable Ashley furniture couch instead of their $1,200 junk bed. All while their manager hits us with new policies, we’re another $300 out of pocket for a bed that probably snaps in half...