Ashley Store — Local services in Avon

When we were in the store ordering, I was very happy with the experience and even told the salesman I would go write a review for him, if that would help. I came home and gave them five stars. But then everything crashed and burned pretty quickly.

All the comments you’re seeing about bad customer service are beyond true. The salesman, James G, was great when we were there. But the second our order was placed/financials were confirmed we were treated completely differently.

To make an incredibly long story short, the wrong couch was delivered (salesman put the orientation in wrong). But when we called him and texted him - no answer. We also called the store, no answer. We had to physically go to the store to be able to speak to somebody. It was not on a weekend by the way, mid day during the week. The salesman was indeed there - so clearly we just weren’t important enough to respond to. He said he would work on it, etc. We obviously wanted the order expedited quickly as this was their error. The next day we texted him for an update. No response. Another text, no response. A third text, no response.

Then we received an automated call saying we could schedule our delivery. The closest date was a little over a week out and we took it. The week passes and the day before it is due do arrive I call to get a timeframe for the delivery (so I can takeoff work and be home). At that point I was told that the delivery was actually not ready to be delivered and would be another 6 to 8 weeks. Again, I only found this information out because I called to get a timeframe for when it was supposed to be delivered the following day. Nobody from the store, or our salesman, or their corporate delivery team, or whoever contacted us. I would’ve taken the day off work to sit and wait for a couch that didn’t come had I not called for a timeframe. So I contact the store, again.

I spoke with the manager Lisa, who essentially just blamed production line issues and delays due to Covid. I pointed out that production issues have nothing to do with the fact that her salesman entered it in wrong to begin with, then would not respond to us, nobody would answer the store alliance we had to physically go in, then nobody contacted us to say it was delayed again. All of that boils down to bad communication and no respect for us as a customer. Not product issues. During my phone call with her she took no responsibility for her salesman or the store, and talked over me/interrupted me to the point where I had to say “I would like to finish what I’m saying, please.” She very clearly didn’t like that, and had a tone the rest of the phone call. Again, this woman is the MANAGER. It is no wonder the salesman treat people the way they do if this is her attitude towards customers.

She said she would see if she can call and get it Rush ordered, and I will hear from her by the end of the day. Of course, I did not. With that, I emailed and said I needed the whole thing canceled. She didn’t apologize, she didn’t offer any solutions, she just said she would have cancellation forms to me by the end the day. Yet again, that did not happen. They can’t even stick by their word for canceling. None of this should happen to any customer, but especially a first time customer. We just bought a home and have a whole house to furnished, and we’re looking forward to doing most of that here. Now we will never be back. This was the worst customer service experience I have ever received. Do not...

Where to begin... We ordered a large section in early May and were told upon sale (payment made in full up front) that our sectional would take about six weeks. We received a text in mid July that our sectional was ready for pickup. We called the store and learned quickly that it doesn't matter what time you call or how long you sit on hold, you won't talk to anyone. So we went in person to the store to see if we could switch to delivery. We were then informed our items were not available and would not be ready for three more weeks. When we asked why we had received a text stating our items were ready when they weren't, we were simply told "we don't know". Several weeks go by and we receive our second text message stating our items are ready and to click a link to schedule delivery. We did so. We moved our old furniture out and took off work in order to be there for delivery. No one showed. We attempted, in vain, to contact the store by phone. When we couldn't get through, as usual, we drove to the store where we were told that our items would not be available until mid September. At this point we were told by the STORE MANAGER that we were being upgraded to the "war room" and would receive a response from them in 48 hrs. This was on a Friday. By Tuesday of the following week, when we had unsurprisingly heard nothing, we returned to the store yet again. At this point we were told that some of our items were in a warehouse in Chicago and that the store was working with other warehouses to find the pieces we needed to get us the sectional as quickly as possible. We were also told that the "war room" was the incorrect protocol. We attempted to contact corporate but after sitting on hold for 40+ minutes and being sent to voicemail, we left a message, which was never returned. On Thursday we returned to the store after receiving no update on our order. This time we were essentially told that there was no one in the store who could help us and that our items were showing they would be delayed until mid October. After an hour of trying to get through to Corporate we were finally able to speak to a representative who was able to tell us exactly this: there are delays on the items, they don't know where they are or when they will be ready, they have no idea what the "war room" is or why we were told that, there is a 10% fee if we decide to cancel our order. In addition, some pieces are now showing they may not be available until November...SIX MONTHS after we ordered this sectional. Every single person we talk to acts like they have no idea what we are talking about, they can't answer our questions and they promise updates, which never come, they refuse to sell us the floor model although it doesn't seem that it would be doing them any good in their showroom since evidently they can't produce it. We understand that the pandemic has created significant delays for some industries, but this is...

My husband and I went to find a couch, but we didn't plan on buying anything that day. We ended up finding one for a good price and decided to buy it but my credit wouldn't unlock at the store so I came back two days later. The salesperson wrote out, by hand, the price of each piece because their computers weren't working ATM. It ended up being slightly more than the previous salesperson offered but I bought it anyway. It was a sectional with 2 power recliners. Upon finalizing the order I asked how long the cords were and she even asked if I wanted a battery pack (I declined). A week later the couch arrived. There were no power recliners, only manual. According to the delivery people the order was for manual only - she ordered the wrong items. I called and was initially told I could exchange the seats for ~$150 more. I said no, because that's not what I ordered and agreed to. He said he would get back to me.

Later that night while looking for toys under the couch I saw the delivery people completely scratched up the wood floor. We were irritated but I was already tired and stressed from dealing with the wrong order that I didn't call anyone to make an issue, and I really doubt anyone would try to make it right at this point.

Despite calling the store for an update, and the customer care line (who said I should have heard back after 3 days), I didn't hear from the store for a full week. Eventually they called and said they would order and exchange the power pieces at no charge and the arrived 8 days later (15 days after original delivery/call). No apology.

At least one of the pieces (out of 5) of the sectional looked used/worn. A spot of the fabric was worn down and had....stuff on it, like food or paint. Three days after original delivery, I found an adult bed bug and German cockroach. While it is impossible to say definitively where they came from, the timing and location they were found is really suspicious of possibly coming from the couch (and like I said, I'm fairly certain some pieces were returns, and IF they were sealed in plastic it was removed in the truck, so IDK if they [all] were). We hadn't been anywhere but home for more than a week. The new pieces DEFINITELY looked new.

So, I now have a scratched wood floor. And for a full week I was stressed about the wrong delivery and had no idea if I would actually get my order. Now, for a full month I have been fighting cockroaches and stressing about whether or not we have a bed bug infestation (for which I called two pest control companies, and if we do, it's easily $1000).

The first delivery was prompt, the second delivery called earlier in the day saying they had problems with another delivery and would be late.

I would have returned the set upon the incorrect delivery but I'm sure they would have charged a restocking fee.

The only reason it is 2 stars instead of 1 is because they did correct my...