Ashley Store — Local services in Bristol

This entire fiasco began in mid November. My wife and I went to the store to purchase a king size bed with drawers, while at the store we also decided to get a new dresser as well. The first sales woman was helpful, but after finding what we liked we were told due to COVID-19 we could not get the furniture until January. We checked other stores and decided we would move forward with the Ashley product due to name and quality along with purchasing some other items there before (also problems with that order). This was our first mistake thinking the problem was a one off.

We went back to order the merchandise, however the nice sales woman was off and some other sales woman said she could “assist us”. We should have left immediately as she could not figure out how to sign into the computer for over 15 minutes. She was then trying to create a new customer profile for us as she was unable to find our account. She asked for help from an admin person who found us right away. The salesperson entered the order and scheduled a delivery to correspond with our re-carpeting project, this was to happen the following week. We were skeptical due to the first person saying the earliest we could get it was in January. This was our second mistake.

After signing the paperwork we went back home believing we could have our furniture before thanksgiving. We received a call from delivery saying all pieces were in and could deliver it earlier if we would like. We said thanks but kept our original date due to the new carpet. We were excited to think we would have new carpeting and bedroom furniture before the holiday. Within a day of this we received a call from the incompetent sales woman saying she failed to order one of the side boards and said we would have to come in to resign the paperwork and pay an additional $500+ to cover the mistake. And to make things worse she said it would be late January when we received our items. WOW! The stupidity ceases to amaze me. When we arrived back to the store I requested to see the Manager. He was very apologetic as he should have been and said he would “try to waive the extra $500”. WOW x 2! He made attempts to find another sideboard but was unable to secure one. We were looking at this January delivery unless he can find another solution. That never happened.

Fast forward to January. Up to that point I received NO follow up from the store, so I called and was told the “salesperson would follow up “. I believe she was the problem in the first place and held no confidence that would happen. After some checking the admin person said delivery was set for January 22nd. (I hope I was available). 3 days prior to the projected date we received an email saying it would be delivered between 12 and 4pm. Supposedly 10th delivery of the day. Wouldn’t you think after all we have been through we would have been set up for the 1st delivery. Nope!

The truck arrived on the 22nd around 2:45. As 1 driver shuttled pieces in the other was setting it up. Just then the helper told the set up person he had better come out to the truck that there was a problem. The final piece to be brought in (a side rail) was severely damaged! The driver called his supervisor and was told to bring the damaged piece back and advised me the replacement piece would not be available until April. ARE YOU KIDDING ME?

I called the store and was told this was a delivery problem not Ashley’s. Rewind the tape for a bit. The items were bought and ordered through a big store with the words Ashley Home Store on it. The items were delivered off a truck that also said Ashley Home Store on it. What am I missing??? I drove to the store to talk again with the Manager. All he could do was apologize and hope to find a faster solution than April. By the way there was never a conversation regarding compensation for our time and complete aggravation.

After my suggestion of taking a part off a showroom model, the Manager said he would make calls to see if it was possible.

To be...

I shopped at Ashley Furniture figuring that a large company would have good service. I was dead wrong. I went to Ashley Furniture in Kenosha WI early June 2019. After a few hours of searching, my wife and I settled on a couch, loveseat, and rug. We were told all 3 would be delivered July 7th. As expected, I received a confirmation for delivery a few days before and was all ready for our new furniture. The day before we got rid of our current couch to make some room for the new ones. The day comes for delivery and it shows we are stop number 7 on the route and that delivery should arrive around or before noon. Noon rolls around and I refresh the tracking to see that we are now stop 9 for some reason and delivery won’t be until 2. So now its 2 and I haven’t heard anything. I go to check again and now the time says 5-6 PM. By this point I’m slightly annoyed but it’s understandable. 4 PM comes and I go to look….now it’s 6-7PM. Ok, cool as long as I get my furniture. Shortly after 5 I receive a. call letting my know that my couch and loveseat will not be arriving today because they don’t have time to finish deliveries. I ask when they will arrive and am told “The next available delivery day”. So, I ask if they deliver the next day and they say yes but those delivery slots are full. She’s going to talk to her boss about getting it the next day and call me back. It’s now that I realize my rug was never mentioned. I ask about it and she says “It’s been ready for pickup since the 12th”. Strange, since it was for delivery. Figured I would ask when I got my call back, which I never got. I let my wife know and she goes to pick up the rug while I’m at work. She calls me afterwards and tells me the guy told her “It ends up they’re not making these anymore so were giving you the floor model.” We both agreed that we paid for a new rug that was supposed to be delivered and not a used floor model for pickup. She goes back and after 20 minutes she gets told “He must have been mistaken, we have never been allowed to sell floor models and this was just shipped in”…..Ok then, so why was my wife told that? Somethings not adding up. So now I’ve never received a callback and the 11th comes around. I receive another text to confirm my delivery tomorrow for the 12th that I never agreed to. I confirm the delivery and receive a call about an hour later. “Hello, this is the Ashley Furniture Homestore. I just wanted to let you know that the couch you ordered has damage to the right leg. We know you’ve been waiting and will still be sending this couch to you tomorrow. You’ll receive a call after to schedule a repair to come out”. I hesitantly agree, not like I have a choice right? So yesterday the 12th is finally here. I get a call from delivery letting me know they’ve arrived and are downstairs. I go down to let them in and am asked to sign the shipping documents…..which only show a loveseat. I ask where my couch is and they say “It shows on the documents here that it’s rescheduled for delivery, but theres no date entered yet.” It’s not the delivery guys fault so they notate what I told them about being told it will still come and they tell me a supervisor will be calling me shortly……well guess what? It’s the 13th and I still have yet to receive a call, or know where the hell my couch is. After over a month of waiting, sitting on the floor for a week after waiting all day for a delivery that never came, receiving what I’m pretty sure is a floor model carpet, and still no couch, I will never be shopping at Ashley Furniture again and recommend against it to others. Oh, have I mentioned I’ve left numerous voicemails for the managers who never called me back? I spent nearly $2000 at your store and this is how you treat customers? Maybe this will get your attention and I can actually get a call back before I return everything.

P.S.- My loveseat came messed up...

If I could rate Ashley Homestore zero stars I would. What a horrible experience. The saleswoman was nice and helped us and the delivery men were great. Everything else has been a nightmare. We were told our product would be delayed due to COVID which we understood. We ordered in August and our first order arrived to our house in September. They marked off that they delivered a $150 mattress pad--which they didn't deliver. They also told us when we bought the mattress that the warranty would be VOID if we didn't buy their overpriced mattress pad. It took 4 phone calls to finally have one shipped out. Everytime we were given the run around. We were told "it should arrive soon..." and "oh sorry we sent an email to someone but never followed up..." Seriously?!

Next nightmare is our bed. We spent over $4000 in furniture there--not the most expensive but certainly not Walmart furniture. They delivered half in September and said the rest would arrive late October. Jump to the October delivery and the delivery man informs me that our bed footboard is damaged from delivery. . The top half was basically ripped off and it looks like cheap plywood underneath so they couldn't put the bed together. Even worse is the delivery supervisor on the phone kept telling them "put it together anyways because we get credit if it's put together.."

Then they delivered our dresser but didn't put the feet on and missed the shelf that was supposed to be installed. I had to call the service line and send them photos to get them to offer me a new part and delivery date. Jump to 2 weeks later (we've been sleeping on a mattress on the floor now because we were expecting our bed to be put together...)--the delivery men come and put together the bed which they did a good job with. I open the dresser (that my husband had to install the shelf and correct feet on) and there is a nail sticking through the back--they didn't even nail the back of the dresser on decent. It is also that cheap, wobbly cardboard material. My husband had to adjust one of the dresser drawers that made a horrible scratching sound when open and closed. There is a big chip in the dresser shelf AND the door latch was installed crooked so the door doesn't properly latch closed.

I then had to send more photos to their customer care team who said "we'll forward to a tech for review and get back to you..." This is unacceptable. I spent over $4000 to get poorly made products and have no one respond to our concerns. No contact for over 3 weeks so I called them and was told "someone has your case--I'll message her and have her call you but I don't know when..." No call back so I had to call AGAIN. Told today by Megan that "We can't order a new back to the dresser so we are sending it to another team for review to see if they will replace it..." NEVER AGAIN WILL I SHOP THERE. Beware! Cheap product and even worse customer service from most of their service team. Also left a message for their managers TWICE with no call back. Go to...