Ashley Store — Local services in Ashwaubenon

I wish I had the option to give zero stars! Absolutely horrible customer service and inexcusable problems. Long review ahead but worth the read! My husband and I had our new furniture delivered in the middle on June this year (a table, loveseat, sofa and ottoman, about $3,000 on sale) While it was being delivered the employees ripped a hole in the back of the sofa, they took pictures and told us they would send fabric, once we received the fabric we would call customer service and they would set up an appointment for a tech to come out and fix it. Well fast forward to the middle of July, within this month we have found a broken board and hole in the loveseat, a hole in the ottoman, and the cushion in the ottoman was so weak it’s completely crooked. So we called customer service to ask when the fabric would arrive and to tell them about all the new problems since we have an extended warranty, they told us they were never informed of the hole being made upon delivery but they would send a tech because we don’t need fabric he could just sew it, the first appointment is the middle of August, we took that one. The tech comes and tells us he does need fabric and we will have to wait for it to come and then call and make another appointment, and he did make another hole in the sofa while he was here to try and fix it! While he was here he also said the board broke because it was not supported correctly and that was their fault so they would fix it and that the board caused the hole, in the meantime he would order all the parts to fix the rest of the problems. By the time the fabric came and we got another appointment it was scheduled for today September 16th, 3 months after delivery and 3 months for a family of 4 not to have a loveseat to sit on because it’s so dangerous where the board is broken! We were told our tech would be here between 10-12, my toddler goes for his nap at 11:30 but we said we could push it back for the appointment, well at 11:15 I called since no one had showed up yet and after being on hold for 1.5 hours (it’s always this long to hold due to “high call volume” regardless of what time you call, and don’t bother to try the online chat, they just tell you to email and once you email them your complaint they respond once and then you get “delivery status failure” every time you email after that) I was told that my appointment was scheduled but not “on the dispatch list” so they were going to call the tech and see when he was coming and call me back. Another hour later I get a call saying that due to the amount of time it will take to fix all of our problems (which they were aware of because when the tech ordered the parts he said it would take at least 2 hours to fix everything) they were supposed to call us to reschedule because they couldn’t fit us in today, even though we had an appointment scheduled more than a month in advance!! They are now apparently trying to fit us in on Friday but I’m still waiting for yet another call back. So after an extended warranty, collectively over 5 hours of being on hold, and 2 appointments I still have a broken loveseat that is NOT usable, a crooked ottoman with a hole, and a sofa with 2 holes in it. We will NEVER purchase anything from Ashley again and I will forever advise everyone I know to never purchase there either!

UPDATE: it’s now Friday 9/18, the day my appointment was rescheduled for, I have not received a call with my time slot nor a confirmation That they are even coming today! Also there are “no available agents” to take my call to find out if someone will be here today. Sticking firm with never buying from Ashley again, absolutely horrible service and extremely overpriced cheap and poorly made furniture!!!

UPDATE 2: on the phone call onTuesday (the day of our original appointment) they asked if we could reschedule for Friday, we said yes anytime except 12-1pm, well we received no phone call or confirmation but while we were leaving for the dr appt we had at 12 they tech showed up! So not only does customer service not help you, they don’t...

My fiancé recently slipped a disc and as a result we bought a brand new mattress. We then shopped around at Ashley and found a bed frame that we liked; our sales rep was Brenda T. We purchased the bed frame on 2/15/19 and picked it up on 2/28/19. As we went to put the frame together we found three damaged pieces. These items were clearly dropped from off a fork lift in the warehouse. On 3/3/19 I emailed the photos to Brenda, explained our disappointment, and said I would be calling her to see how the situation can be resolved. I called same day and left a voicemail. The following day, 3/4/19, instead of returning my phone call and discussing with me what Ashley could do for us, Brenda emailed me saying that she forwarded my concerns to customer care, who would be reaching out to me in 24 hours - so I waited. Customer care never called me, instead I received another email from Brenda on 3/4/19 saying an exchange was put in. There was no discussion as to what an exchange meant, there was also no ETA provided, and there certainly wasn't any discussion of compensating my fiancé and I for our lost time and for our dissatisfaction with how our product was received. Discussion of what pieces were damaged and needed replacing ensued over email, which truly bothered me, so I called Brenda. I asked her what was meant by an exchange, because an exchange sounds like the damaged goods need to be "exchanged" - Brenda said they did not, they would simply be delivered. I expressed to her that I was asking because my fiancé and I wanted to get the bed together so he could sleep on the mattress that was bought to help with his slipped disc and we wouldn't do so if the damaged pieces would need to be exchanged, she assured us that the damaged goods did not need to be exchanged. I further asked if the new parts to the frame could be delivered to our house - she said she would look into it, I never did receive confirmation of this. On 3/5/19 I asked if Brenda had an ETA, she said she would check with Kristal in the distribution center, I never heard back. On 3/7/19 I asked again if there was an ETA, on 3/8/19 I received a reply of "I was off yesterday, but I will check this morning," I never heard back. On 3/9/19 I again asked Brenda if there was an ETA, she replied on 3/10/19 saying "I sent a message to service, let me see if they have an answer," again I never heard back. My fiancé and I proceeded to put the bed together because at this rate we were both very upset and just wanted to sleep on our new mattress on the bed frame. On 3/15/19 Furniture Mart left my fiancé a voicemail to confirm the "exchange." I called Furniture Mart on 3/16/19 to confirm the "exchange" and confirm that we weren't going to be paying for the delivery - they said no. Today, 3/19/19, Ashley Furniture shows up with our new bed frame pieces. I asked them to set the boxes in the garage and thanked them. They looked at me puzzled and said, "This is an exchange, right?" I explained to them what was communicated to me, which was that the new pieces would simply be delivered. They proceeded to call their supervisor who said that I was informed wrongly. I again expressed to them that that was not what was communicated to me - they said it had to come apart and the "exchange" had to be followed through with. My fiancé was not home, so I had to welcome two strangers into my home; this made me incredibly uncomfortable. I also own a German Shepherd who this entire time now had to be kept in my spare bedroom meanwhile strangers were in the room next to him; this caused him a lot of stress and it caused me a lot of stress. If this exchange would have been communicated to me properly when I asked for clarification, I would have made sure both myself and my fiancé were home. This is was an incredibly uncomfortable experience for me and I am now even more disappointed in Ashley HomeStore. I will never again be doing business with Ashley and that falls entirely on the poor customer service, the damaged goods I...

Well where do I begin.. First I will give kudos to Amanda Irish and Caleb Richie for assisting me with my purchases. They are very easy to work not pushy and let you make your mind up on your purchases. I will let you know that the NEW phone service they have SUCKS! You cannot get a message to anyone thru it. I left a message the day my brand new couch was delivered custom ordered I may add, and it was damaged by the people who load the trucks..... My brand new love seat had its side dented in because how they pack some much into the trucks and since we were the last stop my furniture was in the back of truck and had all the other items in truck smashed into it causing the damage . this was explained to me by the man who had to come and fix my custom made couch. Next was my new mattress we just purchase. It was Defective from the get go and I could not get thru to anyone on the phone system again. I left a message on the day it was delivered because the delivery persons who brought in the mattress to our home had one worker bee and one not so worker bee. That bee thought he should make a phone call outside my home instead of helping the other bee set things up. My husband who was not suppose to help ended up helping the other bee who was left doing things by himself. Funny it was the same bee who moved my sisters furniture into her apartment in April 2023 and my sister and I helped the man in the kitchen wrestle with trying to stand table up by himself because the worker bee in the bedroom could not put her bedroom set together. We ended up putting together her office chair since it took forever for them put the furniture together. Also on her move the handles that went on her bed drawers and dresser and night stand did not fit so you could not put them on!!!! She also had grease on her ottoman for her couch and it took over two weeks to get so my sister being handy like we were taught by our parents cleaned and fixed her own stuff. She was very disappointed in the service of this company as am I . What is also sad her furniture she bought is starting to wear down after 9 months and she dropped 11,000 for it. It might not sound like a lot to you but a single person it is a lot. My mattress I bought I had to jump thru such fiery hoops to get them to believe me that it was defective and was sleeping on it so terrible that we had to drive into town and go to the store to get anything done. Ashley Ashley Ashley...shame on you for such shoddy business. My deliver was suppose to be in the afternoon mid day and ended up after 5pm for just one mattress and the your worker bees are not anything to write home about!!! I could have done a better job at moving one mattress and frame. And I know I could have moved a lot faster then these men that were your delivery. But your new phone system needs to go. We do not blame the sales staff but it would be nice if when your items start to fall apart or break down that you can get someone to help at store level than having to go thru the red tape and of getting your items fixed or replaced. I speak for myself and my sister who I brought to this store to buy her furniture and no she has items braking down and really is not enjoying her new furniture. As for your delivery and phone get rid of it and get people who want to work and get people trained how to fill trucks correctly so that other peoples items do not get damaged and then get told oh well call the store and you get that lovely phone systems that sends your call to never never land and you end up like me going down to the store to get someone to help me. I really liked my sales people and that is really all I have to say on that. Step it up ASHLEY Steinhafels is looking pretty...