Ashley Store — Local services in Beavercreek

I purchased a dining table which included a table, 3 chairs, and a bench. It was delivered Aug 5, 2020. The bench was damaged (the corner is “ crunched). I made a call to Customer Care and was on hold for 1 hr 20 min before I finally hung up. The next day more of the same— 20 min and hung up. Went into Ashley store in Beavercreek where I purchased it and spoke with the manager (who also sold it to me) and he typed in his computer and told me I’d be called by Friday (2 days) to arrange for a swap out and that one was in the warehouse. I told him to put my name on it. He said he would see what he could do. No call. Called again the next week and was told that the matter was elevated to a supervisor and would be contacted to get this taken care of. I got a message that I needed to provide an email but really just needed to call a number so service and repair could come take care of my bench. Guess what the number was: the same CUSTOMER CARE number that leaves you on ENDLESS hold. I was told when I went into the store that it was understaffed and so better to call or come into the store. So, have come full circle with no help whatsoever, and I have done all the work! What happened to quality merchandise and excellent customer service? I was told that there are no benches currently in the warehouse! What happened to MINE? Why am I doing all the work??? Why isn’t someone scrambling to make it right for me?? SERVICE & REPAIR??? I bought a new one!!! I got a damaged one! Take it away and give me my NEW ONE!! I don’t want a repair! I am getting ready to call them again because 21 days later I still have a damaged bench. I will NEVER buy from there again and recommend that neither does anyone else.

8/27/2020: Just called Brad at Ashley who gave me more runaround. He will contact someone who will help me. I’ve heard this before. I thanked him and he hung up on me. Still extremely dissatisfied and aghast at how poor customer service is there.

9/2/2020: Got a call from Customer Care on 8/27 who told me that since I had not contacted them within 3 days of receipt, that it would be service and repair and not a replacement, and that my first interaction with them was Aug 18. I lost it. I told them (or may have yelled it) you cannot get through on Customer Care and that Aug 18 was NOT my first interaction at all! How would they know? Call attempts and long waits on the Customer Care line cannot be documented. And I HAD been to the store way before then. I got to speak with a supervisor then who said it all again. After much back and forth and a few holds, I get to have a replacement because they discovered it cannot be repaired. I asked that it be brought to my home address (I already alerted Chris to this), and not the original delivery address and that the damaged bench would be picked up. She assured me and changed it in the system. Delivery day set, I got 3 notifications including block of time for delivery to our home address, and 3 notifications for delivery to the original address. My husband waited on hold for Customer Care for 90 minutes to ask them to please NOT deliver to the original address and to deliver to our home address. Set with a window time of 12-4 on Wed, 9/2. This morning at 6:28, we were awakened with a call then 2 more times before I picked up. It was the Ashley delivery guy telling me they would be there to drop off the bench in 20 minutes. I asked if it was for real, and he said yes. It feels retaliatory. Delivered 15 min later and he was surprised that he was to pick up a damaged one.

And this is the happily ever after ending of our dream experience with Ashley Furniture. Proceed at your own risk, but be sure to have lots of time on your hands and also lots and lots...

On April 6th, I ordered a bed with an estimated delivery date of May 7th. However, the bed did not arrive at the warehouse until May 15th, causing an unnecessary delay.

I scheduled delivery for this past Saturday, but when the bed arrived, it had visible oil-based stains. The delivery drivers stated the stain was caused by the plastic packaging inside a sealed box. I declined the delivery at first because the drivers made it seem like the company would not address or fix the issue.

Later, I asked if someone would come out and clean the bed if I accepted the delivery, and they said yes. However, they had already submitted paperwork to send the bed back, which made me feel like they simply didn't want to complete the delivery or explain all of my options.

To make matters worse, the next day (Sunday) I received a call informing me that the sales associate had forgotten to include the bed rails in my original order. He told me I only purchased the headboard, footboard, and baseboard, and that the missing rails were his mistake. Despite this, I was asked to pay full price for the rails. He justified this by saying the bed was so cheap — only $698 — but that was the promotional doorbuster price I paid for the king-sized bed during a sale.

I reminded him that:

I ordered the king-sized bed based on that price.

Multiple associates confirmed it was for the king version in-store.

The sales manager had reviewed my order originally and failed to catch the missing rails as well.

Still, the sales manager insisted they couldn't honor the price because I didn’t take a photo of the display pricing. I was shocked — as a customer, it shouldn’t be my responsibility to track in-store signage to confirm what should be included in my purchase. When I asked them to verify the sale price from their records, I was told they could only check promotions within the last two weeks, and no one made an effort to contact corporate or research it further.

Even more concerning is that I had to open a line of credit to purchase this bed, which ran my credit and dropped my score slightly. Now, with the order in limbo and no resolution, I’m concerned the account may be closed — which could negatively affect my credit again.

Additionally, I went to the store in person to cancel the bed order after the delivery issue and confusion with the rails. I was told I would receive a call on Monday to confirm the cancellation. That call never came, and I have received no receipt, email, or any form of confirmation. At this point, I have no way of knowing whether the bed was actually canceled, and that’s unacceptable.

I would not recommend this store or...

Dropped off boxes/un-assembled bed

Missing bed parts

Missing dresser

No communications

Very disappointment!! I ordered an entire bedroom set in store/face to face from Ashley furniture store Beaver creek Ohio early March prior to Covid-19. I was informed the bedroom set was on back order and would receive my delivery towards the end of March. Well, of course understandably that date was extended due to the Pandemic. My delivery date was scheduled for today May 22, 2020, my adult son was present during the delivery and was informed once all the boxes were delivered that the bed post were missing. Delivery attempted to contact their supervisor and did not get an answer regarding time or date of parts while still in my home. When my son informed me, the bed could not be set up due to missing parts I was livid. I paid for a bedroom set and delivery cost only to have boxes dropped off at my home without any communications on when this will be resolved. If I were home, I would have told them to take everything back until my bedroom set was delivered and assembled complete. That is like being delivered a car without tires, this is ridiculous, I am paying for delivery and furniture that is unusable. I did contact the Ashley furniture Beavercreek Ohio delivery department after being on hold over 47 minutes. The delivery staff was apologetic with great customer service and indicated that delivery has not notated the systems and she will further contact her supervisor for clarification with a potential delivery date for tomorrow Saturday May 23, 2020. While I looked over the items/boxes delivered I noticed I was missing the dressers. The nightstand, and media chest were present when I asked about my dresser, I was informed the dressers is on back order until May 28! Ashley never communicated this with me, I am finding out this information for the very first time. If I knew this I would have waited for the complete order until May 28th completed with my dresser. This situation has not yet been resolved and now costing me time. After purchases are made the store does not seem to care anymore about customer service. So now I am dealing with boxes dropped off, an incomplete bed, and missing dresser this is not a good...