Ashley Store — Local services in Arlington

BUYER BEWARE!

I’m giving our experience at the Arlington Ashley store two stars instead of one because at the time of our transaction it was somewhat of a good experience but then it all went south from there!

We live in Kansas and we were working in Texas when we decided to see if the local Ashley Furniture might have the loveseat we needed to match our couch. We called the store and a young salesman named Cadeyn answered. We were looking at the Ashley website to make sure we gave the right item number for them to check on availability. The website had it listed for $479.00 but Cadeyn tells me ‘yes they have it and he could have it ready today for $749’ & I said oh wow that’s interesting cause it’s listed on the Ashley website for $479 so what’s up with that? He replied with a ‘oh OK let me go look at that’ and comes back with a confirmation that it was that price and they would sell it to us at that price. Great! I said and we headed over there. We confirmed twice that it was the Navi loveseat in the color smoke that they had and it was confirmed and they showed us on the computer screen. We paid and drove over to distribution center for pick up. We felt super lucky to have found it but in hindsight we should have known better when dealing with Ashley!

We waited a bit and then it was our turn and we got loaded up. The loading guy said ‘loveseat item number xxxxx’ and we said yep that’s it and in the truck it went. We had a long drive ahead and we headed home. When we got home late that night we unloaded it and once we got it inside we noticed it was the WRONG COLOR!!! I was so upset! We tried to make sure/confirm it was the right color 4 times! We should have known better and just opened it up right there and looked at it!

I called the store the next day and was told they weren’t going to do anything about it and I would have to deal with Ashley’s resolution department. ‘That’s just how they do it’ I was told. And this folks is where the absolute ridiculousness began! We have been jerked around for now 2 1/2 months. They say they will call you and they don’t. You call and go through the same story over & over with some poor representative who has no idea what’s going on cause she/he is the 5th person you’ve talked to. We keep getting emails telling us to pick up our order in Fort Worth and we keep saying we live 7 hours away and we can’t do that!

We have called the Arlington store. No one calls us back. Marcus was the manager that day and I’ve called asking for him and he’s conveniently not there. Left my number and no call back still to this day! I called right before I started writing this, no Marcus and manager on duty not available, and then I called again 10 minutes later as I was asked to do, and still no manager available. ‘Can you call back in a little bit?’ the guy says and after hearing my frustration he offers to take my number & have them call me. I highly doubt anyone is going to call me! We are more than likely gonna have to sell this loveseat now at a loss to us! Ashley has a truck deliver furniture to a store right here in our town but somehow we can’t get a replacement delivered to us. ABSOLUTELY RIDICULOUS!

So precede with caution when shopping at this store especially if you’re from out of town cause they make the sale and do not one single F about you after that!

And if Ashley actually reads these all my calls were recorded and I think my next call will be to the Texas consumer affairs department and see if they can take a complaint...

NEVER purchase anything from Ashley because there WILL be a problem! Good luck getting good customer service. You will have NO recourse. You WILL NOT get a refund no matter what because THAT IS THEIR POLICY. I called 30 minutes after my delivery to request a refund as the item wasn't as expected. Customer service was closed. I went online for a Chat, spent 30 minutes online providing all the information to the representative who stated she was sending the request and an email for someone to contact me. I received a call this morning from customer service only for the representative to continuously state more than twice, "Unfortunately, that is our policy and I know that's not what you want to hear". Why would they take me through the sham, pretense, pretending to take a request for refund if there was NO WAY that was going to happen? Not even an exchange. The first representative could have told me that. Why did I need a call from Customer Service to tell me that? Why is there a customer service department but no customer service? I purchased from Ashley many years ago and had problems back then. I told myself then I would never buy from them again. I should have stuck with that thought and looked elsewhere. I will NEVER FORGET again. No matter how much you love the item in the store or online leave it there because once in your home Ashley is done with you. I have another order I'm cancelling today! I don't want anything from Ashley ever again! DON'T DO IT! They are dishonest and doesn't care about customer satisfaction. Something about COVID! ARE YOU KIDDING! We have been past COVID for 3+ years. Many stores take back everyday items, clothing, bedding, toys and Ashley won't take back one piece of wood furniture that was in my home 30 minutes! Just their way of keeping your money. There is no excuse for this policy. I won't be held hostage to Ashley and their policy of NO REFUNDS. This is not a small business trying to make and hold on to every dollar, in this day and age there are exceptions to every rule. Big businesses like COSTCO take back all sorts of things including furniture because the value of keeping that customer is more important. Not so with Ashley they only care about the all...

The Ashley showroom was easy to find and when we entered we were greeted quickly by a friendly associates who gave us his name and and offered to help should we need it. This was only our second furniture store with the intent to visit a few, return home and make our decision based on what we had seen. The store was cheerfully lit without being obnoxiously bright and the furniture was arranged in clear vignette throughout the store. When we found a sectional that interested us, our associate was available without being intrusive. He was happy to lay back and allow us to look without stepping in until we requested his help. The furniture prices were clearly marked, and all of the powered sectionals were plugged in, clean and functional. We picked several possibles in different shades and our questions about materials and availability were answered. Our associate also let us know that Ashley manufactures all of their furniture in the US and that many of the other furniture stores also sell Ashley furniture. Since we have had some Ashley furniture in the past we were aware of its durability and sharp pricing. We settled on a couple of possibilities and began asking about sharpening the price. Our associate let us know about the current and upcoming deals (sales) and began working on numbers. We were still holding our goal of visiting a couple more stores, but after laying out the possible offers on our final choice, our associate let us know that the current sale was ending that night ( Sunday). We haggled a bit and after offering to keep the discounted pricing close to where we agreed was fair, he worked with the store manager to further offer a multi year guarantee that included repair or replacement well past the original warranty at a few pennies more. We stepped away, looked at our other choices (both from this store and one other) and finally decided to make the purchase. We set delivery for a little over one month away to give us time to resolve our current furniture and were given the option to cancel the sale if we decided it would not fit our room. We left pleased with the purchase and experience. Wholeheartedly...