Ashley Store + Outlet — Local services in Bend

At the end of October 2020, we had purchased a king size mattress at Mattress Firm (Who is great, BTW) and needed a frame so we looked online and found a really nice frame we liked at Ashley's. We went in and the sales person ordered it for us and told us it would be here in the store anywhere from Nov 7th to Nov. 20th. We thought that was great, and we would get our bed at the latest the week before Thanksgiving. Well.....(You probably know where this is going.) I hadn't heard anything by the 20th and so I called and they said the shipment was delayed because of COVID and wouldn't get here until the 1st week of December. I was bummed, but I understood and a couple more weeks with a mattress on the floor wasn't the end of the world.

The week of December 7th hits and we still haven't heard anything. I call in again, and the new date is the next week. I call the next week and the new date is the next week. I call the next week and the new date is after Christmas. I call after Christmas and the new date is after the New Year. My wife is on the verge of setting the place on fire, so she calls and talks to someone that says it should be here after the 1st week of January She asks why every time the dates are wrong and why has no one called us? They say COVID and then apologize. She asks for maybe our delivery charge be refunded, and they say that they would look into it.

January 2nd rolls around and we are driving back from Sisters and still haven't heard anything from Ashley's so since we are driving past it, we decide to talk to someone. The lady at the counter, could care less about our situation. The more I explained what was going on, the more that she could care less. My main complaint are 2 things: Why has no one contacted us, and why do we keep getting dates that are incorrect? She throws the sales woman under the bus by saying that she hasn't been following up on clients like she should be and is being talked to about it. She proceeds to let me know that there were hindsight solutions that could have been done to appease us. She then says there's nothing she can do at her level and everything is backordered because of COVID. At this point, I understand the backorder, but my grievance is with the lack of communication and the incorrect dates. So, after all that I ask for the manager.

Mark the manager comes with a prepared speech of why everything is backordered (answer: COVID, if you are wondering.) and how hundreds of clients are in the same boat as me. Also, that they had a meeting that morning with a new strategy of not giving out the dates are reported because they are incorrect.

My response: It took you hundreds of clients to figure out that these dates are inaccurate and just this morning you are changing your sales model? You didn't figure it out 3 months ago? Or after the 3rd or 4th inaccurate date? Do you think this is an effective way to run a business? Have you heard of definition of insanity?

I asked him about the lack of communication and he didn't have an answer for it so he apologized and gave us free delivery. Our sales person meekly popped her head in and checked the truck manifest to confirm that the last piece of our bed is on the truck and someone would be calling us for sure.

You probably can guess the rest. No call, truck was postponed. 2 days later, no call, truck is here, will call after they unload. No call, so I call 10 minutes before they close, and she says they are behind but is going to schedule my delivery. Delivery is a week out, at this point I don't care. Miss the delivery call on the day before and my wife calls in and the lady would rather argue with my wife that she actually called then to tell us our delivery times. Last week we got our bed and really cheaply made and we had to go to home depot and reinforce the slats. The delivery drivers were the best part of our experience. Avoid...

We were on the lookout for some new furniture and we're glad we visited Ashley's. We were helped by Alex initially and then Evan on our subsequent visit. We found both sales reps to be courteous, knowledgeable and professional. They only bummer is that it will take 4-6 wks to get our new furniture, but that is just because they're so busy/backed up. Assuming the eventual delivery is good and the quality of the furniture meets our expectations...we will be extremely satisfied customers.

UPDATE: So even though we were told it would take "4-6 weeks" to get our furniture, it ended up taking 9 weeks. Also, the dining chairs we initially ordered ended up being out of stock. We decided to take the floor models, as they were the last ones left. Then we get a call that one of the four chairs had a crack in the leg, only after I called back to confirm that the chairs were okay. We were offered a slight reduction in price, only after I brought up the fact that it makes no sense for us to still be paying full price for slightly used furniture. Apparently, this chair set which was not on sale when we purchased them, both went up in price and went out-of-stock. That doesn't even make sense, usually you lower the price to move that last several units. Then they offered to "pull our order forward," for the inconvenience, but yet somehow it still took 9 weeks. So that means is would've taken longer had they not intervened? I had to call every week to find out where our order was in the process and 1 time I was promised a call back from sales, but did not receive one. In addition, they were a slew of other minor issues: took a manager a week to call me back, some issues with delivery, I'm currently still waiting to here back from someone (been a week...again) and more. Sad thing is, they were all nice people and we still have another sofa and coffee table we need to purchase, but pretty sure we will go elsewhere next time. If you do not need your furniture for 8-10 weeks and you like dealing with nice, but unprofessional people than good luck to you. If I were you, I would go somewhere else. For a huge global company that made over $10 billion, I guess I just expected a...

Very annoyed and frustrated went to Ashley furniture to get some furniture on March 18 the day I purchased a sofa was told it would be delivered 4-6 weeks waited those 6 weeks turns out it’s been pushed for another month then that month comes and they said it’s going to for another month… they keep changing dates ever since then, this is ridiculous .It’s going to be 4 months now and still haven’t received my product. Was told I’ll have to wait till the beginning of June called the second week of June and was told it’s going to be delivered beginning of July now, How unprofessional is all this. Kept asking to talk to a manager since other employees won’t help me. Manger wouldn’t even call back after calling twice every other week. Called again on June 9 was told he’ll get back to me on Monday which it would’ve been June 14 and still haven’t received a call from him, today is June 24! So called again hoping to speak with him, he was with a “customer” so couldn’t even talk to him again, He gave me a call back that day saying it would be delivered in the second week of July second week of July is here and still waiting for their call, how unprofessional. Call today July 21! Now they’re saying the first week of August Are You Kidding me!!! How frustrating is all this!! Half of the year is going to past and still haven’t received me item!!!The least they could do give a discount!! for waiting this long! But that they CANT even do that or store credit or something?! But No I guess not how rude if you’re going to tell your customer a date please lie about it!! Or keep changing the dates every month! If I would’ve known it was going to take this long I’ve would’ve gone somewhere else were they don’t lie about delivery dates! Or lie about calling you back! I just want EVERYONE to know that they do this SO BE AWARE!!! So you won’t have to go through all this!...