Ashley Store — Local services in Auburn

This is a review for the company as a whole; NOT the Auburn, WA location itself. The salesperson at the store was great.

I ordered a couch and dining room set in-store on December 29, 2021. I was told because of supply chain issues it would be delivered on January 20, 2022. I started receiving emails a week so later that said "we are doing the best we can, we apologize for the delay" but these emails didn't reference my name, an order number, anything specific to me. So I went to the website to try to determine what was going on with my order. Logging in to the account I had created yielded no order results returned. I tried the online help bot, which directed me to try the links I had already tried. When speaking with a representative I learned that my order had been pushed to February 10, 2022. 2 more weeks went by and I got another blank email, and had to repeat the entire process above to learn that my order was pushed to February 14, 2022. 3 days ago I received an email CONFIRMING delivery for February 10, 2022, and confirming delivery address and phone number. I them received another email saying that the delivery date was now set as February 10, 2022 and could not be changed. Today I receive a voicemail stating there is problem with delivery so I call the company back, only to learn that now my order will be delivered in 2 parts, maybe on February 16th, maybe on February 20th, definitely by the end of the month.

Ashley has hands-down the worst communication and after-order customer service I have ever experienced. I have had to rearrange my work schedule 3 times now, and I just don't trust that they will deliver when they say they will. I work 40+ miles away from home and cannot just dash home on a moment's notice if things show up unexpectedly. At this point I honestly have no idea when furniture will arrive but I guess I can keep serving dinner on a folding card table and metal folding chair, and prop my back against the wall to watch TV. I was even told that if I wanted my money back that I paid for delivery and tax it would take 30-60 days for me to get it. There was no offer to make things right. I wanted to give a local person the commission for the sale rather than buying online. I am virtually certain if I had ordered online from any other retailer I would not be sitting on a cold metal chair to...

I had visited the Auburn Outlet as I was fully furnishing my new apartment. I had spent time here over a couple of days and spent a minimum of 2 to 4 hours on each day trying to pick the right furniture for me. June helped me through this process in a professional manner starting of with introducing me to the Management and the Admin team who would be part of the process to help me. She gave insight and recommendations to help me make informative decisions. What I respected about June was her patience and bubbly personality apart from her professionalism throughout this process whilst also managing her time with her other existing clients and potential new clients including myself all wanting her attention at the same time. In the background working quietly supporting her was the Assistant Manager Toni. I observed this as I watched June and other staff seeking clarification and further advice and listened to Toni and her knowledgeable response’s which also helped me especially when it came to the finer details of all the products including the end to end process and what all I needed to know and what to do. Extra points for Toni and the discounts she managed to get done for me at her discretion, a few dollars off where she could but felt good to me as a customer.

Kudos also to Chelsea who helped me with my adjustments that I made to my initial account and additions made to it and who helped me and walked me through what needed to be done. There is also another gentleman (Was it Sebastian?) who helped me when I walked in when both June and Toni was away, he helped me efficiently with my additional items I wanted. Great Team work and support at the Auburn Outlet. Also, there is always someone coming to check if you are okay and need assistance so you are in good hands.

I have my first lot of furniture delivered and done with so much professionalism and efficiency that made purchasing from Ashleys worth it.

I am expecting my additional order to be delivered next week and cannot wait. Yes I went back for more furniture thanks to June and Toni for being great ambassadors of Ashleys in their handling of my purchases that they now have my utmost trust in future business...

Sales team here is excellent. I worked with Brandon and loved the entire buying experience. It was everything after the showroom that was just miserable.

We purchased a couch from them and at no point were we informed that it wasn't in stock, just that it could take 4 weeks or so for delivery. This was in early November.

December rolls around - no information. We call and they give us a delivery date. The day before that delivery date we get a call saying that the couch was delayed due to covid. Okay. We were very surprised that this couch that they sold us wasn't actually in stock and they didn't tell us that. They give us a new date of early January.

Day before delivery arrives in January. We get a call letting us know that the couch is still out of stock and will be arriving in February. We're now fairly upset as it's been multiple months are we're still sitting on camping and folding chairs in our living room since we have a couch on the way, we didn't want to waste money on any temporary solutions.

February rolls around - day before the delivery, deja vu. Here comes the call to inform us it will now be mid march before the couch is arriving and that all of these dates they have been giving us are just 'estimates' as to when the couch might be there. So they've pretty much been leading us on for months. So I attempt to cancel. I am told to call customer service. I call customer service, the wait on hold is something like 3 hours. So I call the store. The staff at the store is really fantastic however due to ashley policy, I can't get a refund unless I bring the card into the store. So now I get to make a trip back to the store just to get my money back.

Ashley lost a customer for life on this. Don't sell product you don't have unless you know for sure when it will be in. Don't guess (aka mislead customers) when your stuff will arrive. Don't call the day before a delivery to cancel - you should know weeks in advance if you have the product or not and you can always call and schedule an earlier delivery if the product shows up.

The 1 star here is for the Auburn...