Ashley Store — Local services in Birmingham

TLDR (see screenshots) Furniture damaged upon install. Store refused to return during the three day period and now we are stuck waiting on repairs.

I bought a full bedroom suit from Ashley Store 5287 US-280 Suite 221, Birmingham, AL 35242 on Feb 3rd and spent roughly $4,500 which included delivery and setup on Feb 7th. After installation I was rushed to check the furniture while the installers were making their way to the door. They had me call a number when I started looking at the furniture, which is what lets them move on to the next delivery. Less than five minutes after they left I found that the drawers on the footboard weren’t aligned and won’t open correctly, and chips started developing in the wood only days later, where the finish is coming unglued. I believe the top of the footboard is not finished correctly and it is wearing and chipping sooner than it should.

We were told that if anything was damaged to “simply refuse the merchandise and have them remove it, and that we have three days to ask for a return,” but I didn’t get the opportunity to really check the furniture before I was thrown on the phone with the agent that told the delivery driver to leave while I was still looking over everything. When we called that day for a return, they refused and told us they would need to get with the third party repair before conducting a replacement. After weeks of waiting, the finally told us they can’t send a repair man until April 17th (with the same third party that was able to make a four hour delivery only days after purchase). They led us onto the sale saying we could arrange for a return within three days but when requested, they would not fulfill the request. This is a sales tactic to waste your time securing the sale (and most importantly, their compensation).

When calling the store their employees have been reluctant to help beyond emailing this third party, which wasted our 3-day return time. The third party seems negligent to monitor their emails because we keep being told “we are waiting on updates.” The manager at the store is doing very little to address this issue, and seems to have no urgency in assisting customers once they have their money, which is a shame because they bent over backwards to get me approved for the sale thru two different banks. The delivery took almost 4 hours, and they want me to simply “refuse” and have them spend another few hours delaying other deliveries. I want a full exchange of the footboard...

Still hope you read before you buy anything here.. Worst furniture purchase experience ever. I've furnished 3 houses over 20 years with Ashley from other vendors. Chris the manager will tell you anything you want to hear to sign the papers then he will tell you to your face he never said that. They ask you to leave a review at the desk on your in store experience before you receive your furniture. I recommend you read all the lowest reviews and also read the reviews from the Tuscaloosa Ashley where Chris was the Manager in the past. When you have 40 plus reviews all posting the same reviews about Chris and his lies you should question if he's telling you anything it takes to make the sale?They will throw in items for free and then bill you for those items. There is no true Corporate# to call and Roland the DM is no help. I purchased $8,400 worth of furniture and was billed over $17,000 at one point. After everything was refunded I owed over $9,200. I requested a review of my bill from the credit department and was told I owed $8,400 and any other charges I should take up with the store. I have yet got a clear answer on what the other $800 was for but was told by the DM Roland that's what I owe. I was told there is always 3 sides to any story by Roland so I strongly recommend you read all the lowest reviews at the Brookhighland location and the Tuscaloosa location and come up with your own opinion. Ashley furniture itself is good quality but being lied to overcharged and told to pay it is stealing and you should not do business with any company that accepts lies to...

I'm editing this review. You should NEVER post a review till your experience is complete but Laquita showed me a scan code and asked that I go ahead and review my experience while I waited for the manager Chris to input my selection and give me the price after he applied discounts. Such a pleasant experience, until they had my payment. I was shopping furniture for my 90 year old aunt who is an Alzheimer's victim. Chris, the manager, showed sympathy because his father had Alzheimer's. But that was the extent of true understanding. I needed delivery by a certain date and if they could not deliver I needed to know asap so I could make arrangements with the movers to schedule pickup at Ashley Distribution in Bessemer. My problem isn't they could not deliver, it is that Chris would promise to call me then he wouldn't. Even pushing for me to wait until the morning of my needed delivery day promising to call me at 7:45am with an answer. At 9:30, unable to contact Chris by phone, I called scheduling myself. Reagan, in scheduling was so apologetic and assured me the delivery on Wednesday had not been an option and Chris should have known this. Along with this, the "discount" was supposed to be free delivery! He KNEW my delivery needs and date but yet sold me with promises that he never kept. This cost me $400 more in extra delivery charges. BUT then, once the furniture was there it had to be assembled! Another failure on the sales and management staff to not inform me the degree of assembly needed. I will NOT be shopping Ashley...