Ashley — Local services in Cedar Rapids

Order # 32461814 Purchase Date 11/04/2018 I purchased a couch from Ashley Homestore in Cedar Rapids IA and paid $2359.77 CASH for a sectional (including tax and warranty). I will say that everyone that I spoke to at the actual store was very friendly but unfortunately my situation was out of their hands. Due to character limitations, here's a shortened version of my story:

5 out of the 6 pieces to my sectional were delivered damaged including a recliner that didn’t function at all. During delivery, damage was done to my home. There are black scratches on the doors as well as scrapes deep enough they went past the primer on the door and you can see the steel material and physically feel the scrapes. There is also a small dent on the door. I went into the store to speak to a manager regarding the damaged furniture and damage to my home. They had me all customer care. Customer care offered to replace the damaged furniture and refund $100. I had to speak to someone else regarding the damages done by the delivery men. I got into contact with the correct person and customer care forwarded over pictures of all the damage done. A man named David called to tell me that they were not going to fix the door because the pictures were not consistent with how their men deliver furniture. I convinced him to come my house and investigate the damage himself. David showed up the next day and talked himself in circles trying to make up reasons why it was impossible his men did any damage whatsoever. He blamed all the scuffs, missing fabric, loose threads, and stretched out pieces of fabric on the factory. He said the damages were done there and they attempted to fix it and cover it up before his men ever had possession. David did tell me his men admitted to moving some furniture in with the frame FACING THE DOOR (even though he had said previously they do not do that) but still denied it was possible they caused any damage in doing so. Everything this man said was completely focused on getting out of taking care of any damage done to the home or furniture. I'm not sure who David works for, but he was very poorly representing the company. When he first arrived and started looking at the damages to the furniture he stated, “It’s overpriced for the quality it actually is. I personally, if I were a sales person, I would never recommend this to anyone. It looks pretty, it’s nice, it’s reclining and stuff, but just as far as the quality of the material, it does not hold up very well. That’s pretty typical with these things.” Before leaving he also told me that he “wasted 4 hours of this day to come here today.” Why would anyone in their right mind buy any product from a company when people who are associated with the company are admitting the products are overpriced? Why would anyone buy furniture from a company that tries to cover up damages done instead of being honest? I paid over $2300 cash total and this is how I’m treated? This is by far the worst experience I’ve ever had purchasing any product. I was told they will do NOTHING regarding the damages done to the home. I was offered a $100 discount after a man in customer care spoke to his manager of how they could make this right. How insulting. After this awful experience I have to pay for damages done by the movers Ashley Furniture hires. I have set up a refund and I am looking forward to getting this furniture out of my house and never having to deal with this company again. If anyone has any doubts about what was said or done, I do have a recording of my encounter with David at my house. I quoted his EXACT words from that recording. I also have endless amounts of pictures of all the damage on the couch and to the door. I am happy to share these with anyone. I wouldn’t wish this experience on my...

I am not one to ever complain about a business, I completely understand mistakes happen, but after 5 different defective sets of furniture from Ashley Home Furniture, absolutely horrible customer service, endless lies, waiting for calls from the company, etc. I would give them a negative star rating if I could. We purchased a sectional, chair & ottoman in March. The sectional didn't fit together & they suggested we buy shims to prop it up 4 inches on 1 side, after they told us it was our fault and our floor was uneven. We brought out different levels to prove it wasn't our floor with the issue. There was also a rip in the leather ottoman which they colored in with a sharpie marker to 'fix.' A few weeks later they deliver a new sectional...same problem. The store wouldn't take any responsibility and told us to call corporate customer service, who blamed the manufacturer of the sectional. After the 3rd defective sectional was delivered, we decided to choose an entire new sofa, love seat & coffee table. The sofa & love seat arrived with holes in them. The legs were so uneven on the sofa it felt like we were sitting on a teeter-totter. The delivery guy suggested we remove the legs it was so bad. As we were promised numerous phone calls back, we never received them. In fact one customer service rep told us we weren't benefiting Ashley by returning the defective products. Meanwhile we have wasted 5 Saturday's sitting around waiting for deliveries. Today, over 4 months since our original purchase, they were going to bring us our 5th set of furniture between 3-6pm. By 6:00pm we hadn't heard anything, so we called the store manager to inform him how dissatisfied we were, he said there was simply nothing he could do. We were offered $35 per piece of furniture for our inconvenience from customer service. That is not a typo, that is $35.00! We informed him we were simply done, we would be returning the defective merchandise & would like a refund. He said it would be fine for us to just leave the furniture outside our house and the delivery guys would pick it up. He told us we could not come into the store to get a refund because even though he was the store manager, he was not authorized to do that. I would NEVER EVER recommend purchasing a single thing from them! EVER. I would run in the exact opposite direction of this store. No deal is worth the poor quality or the horrible...

First, I'd like to preface this in saying everyone at the store level was 5 stars. Jeremy was our sales person and knocked it out of the park through this entire ridiculous process. We ordered a couch, love seat, recliner, table and chairs, and a TV stand. Everything came in on time, and all but 3 chairs were grease stained and damaged. The delivery drivers stated they told the warehouse about the dirty truck and were told to use more blankets. Then, he proceeded to tell me that the warehouse will take it back, clean it, and send it out as new to someone else. Then added...they also do this with mattresses. Quote" if you sleep on it a few nights and return it, they'll just bag it up and send it back out." Fast forward. I received a call telling me they would come clean all the furniture and try to fix what was done. Give me 10% off and VOID MY WARRANTY! at the point the store manager took over the return and scheduled a full exchange. I asked that our new furniture remain in the factory plastic considering the "white glove" service we paid for clearly was a waste, and i didn't want used furniture . It arrived today. Was left on our wet garage floor. It took nearly an hour for the delivery people to take the old furniture out. They put 0 effort into protecting our carpets and kept the door open the entire time on this 25 degree day. When I asked if they'd at least help being it in, they contacted their "boss" who said they won't do that. I proceeded to unwrap and move it in myself, then started assembling all of the pieces . I asked if they would at the least take a little of the plastic or cardboard with them since my garage is now full of trash from the furniture. They said yes. Then left quietly and didn't take anything with them. I'd like to add these movers (different from the first) confirmed with very little effort on my part that the warehouse does in fact, do everything the first movers said they do. I won't be doing business with Ashley again. My suggestion is save the headache and go ANYWHERE else. Unless you're in the business of being punished for the mistakes the warehouse makes..then by all means keep...