Ashley Store — Local services in Chadds Ford Township

One star is generous, but you have to pick one to post a review. I've never posted a single review before, anywhere, but felt obligated enough to write one here, if this is any indication of the level of incompetence, ineptitude, and unprofessionalism displayed by these people.

We ordered a sectional, office desk/chair, and box spring that was all expected to be delivered in 4-6 weeks. Sales guy (Paul?) was a good dude and helped us find what we were looking for. Fine.

Now comes the fun part. So 4 weeks later we get a call from the distribution center about our delivery. They said the desk was damaged and needed to be re-ordered, which would take another 1-2 weeks. Not thrilled, but whatever, it happens.

So the delivery people show up later that week with the rest of our stuff. Box spring and desk chair were fine, but the sectional wedge was tagged incorrectly and was a different shade/size. They actually wouldn't even let us see it in the truck, and just told us it's not the right one. So they drop off the sectional in 2 pieces, because it's missing the wedge that connects everything.

It gets better. Additionally, after they set up the disconnected sectional, the delivery people experienced an epiphany when they realized that the sofa portion of the sectional was missing the back cushions. So, to recap, they left us with a sectional in 2 pieces, with one of the pieces missing back cushions.

We go into the store later that night and explain the situation. Slick-haired Scott told us that they're only responsible for sales and not the delivery process, and that we need to take it up with the distribution center. With sales people on the floor and 1-2 others behind the desk with him to process transactions, to this day I'm still not quite sure of his actual job responsibilities. Zero help.

Next day we call the distribution center, and the same lady who called to schedule our delivery, Denise, answers. We explained the situation, and after about every other sentence we said to her, she put us on hold. After being on hold about 5 times in a matter of minutes, she said she was going to put a rush on the redelivery of our defective desk, and also informed us that our cushions needed ordered and would take up to an additional 6 weeks to arrive.

Think about that for a second. Imagine you were delivered a sectional without cushions and a wedge, and were told you had to wait up to SIX MORE WEEKS for the cushions to arrive. You just can't make this stuff up.

Denise's lack of professionalism didn't help the cause, either. As I mentioned, she frequently put us on hold and just flat out interrupted us while trying to explain everything that happened. Hardly customer-friendly being in customer service. She eventually deflected the blame and said that we need to take it up with the store manager, bouncing it right back to the people who we originally spoke with.

There is a major disconnect between both departments, and nobody wanted to take responsibility for the series of mistakes that were made in the delivery process.

It eventually got to the point where we had posted the first payment on the furniture before we actually got everything delivered in one piece. We talked to the store manager (Dierdre?), who said that they needed a chance to amend the situation before discussing compensation, refunds, etc. She said all she could do at the time was defer our first monthly payment, but that obviously does not rectify our situation given the amount of inconvenience these people provided.

Much to our surprise, the desk and wedge were indeed redelivered about a week later, and the cushions actually came 2 weeks later, alot sooner than expected, but shipped in a DIY kit. I still periodically envision Denise kicking her feet back on her desk and getting off on the fact that her way of getting back at us for bothering her was to send a box full of cushion stuffing to our front door.

All in all, a painful experience, plenty of headaches and inconvenience, and enormous amounts of...

I don't think I'll ever order from this store again. Every time I have, they've screwed it up. Last year I ordered a dining set. It was delivered weeks after it was supposed to be delivered. Just recently, I placed nearly a $2000 order to furnish my new studio apartment. The order placing itself was a whole mess, because the girl at the store with whom I'd originally drafted my order was new and told me the wrong information about the bed. She literally would have sold me 3/4 of a platform bed because she didn't know any better. That curveball obviously threw me for a loop when I came in to purchase my furniture, so what I thought would be a quick visit to the store to place an order wound up taking HOURS because I had to redraft the whole thing. From there, it only kept getting worse. The order was only partially delivered even though I was promised by the manager that everything was in stock and would have no issues being delivered on time. They just simply "forgot" to include my accent tables on the delivery order and even though I caught this before the delivery happened and the manager assured me they'd make it on the truck for delivery the following day, they still forgot them. The delivery guys who came to deliver tried to just drop off the dissassembled furniture and if it weren't for the fact that I speak fluent Spanish, they literally were planning to just leave my $2000 worth of furniture in a piling heap. I called the manager of this store to cite the missing accent tables, he promised they'd be delivered by Saturday morning. Saturday morning came & went and I heard no follow up from him, I had to call AGAIN and then finally he had them delivered. They were delivered but damaged. I informed him immediately and he said they'd be switched out. Instead of being switched out, I get a call saying to come pick them up, two weeks later. When I called the store back to see why they were asking me to pick them up when they knew I'd moved at that point, they said they'd messed up (again!) and would have to resubmit and follow up in a couple of weeks. Other issues of note: my dining table delivered in June is a dropleaf table and it's missing one of the four support beams. I talked to the woman who answers the phone and she said this was a warranty issue and provided me a number. I called that number and no one answers. I called the manager of this store to share this complaint, and he gave me a customer service number to call. The first number was out of service, so I had to call (again!!) and he gave me a different number. I've called that number and was "transferred" to customer service and then just got a personal voicemail. I've looked on the Ashley's website as this store is clearly inept at handling this, and apparently Ashley's doesn't offer customer service for store issues. At this point I am fed up because it has taken me HOURS of follow up to get this order right. I think this location is extremely disorganized and puts way too much work on the customer when they're the ones who keep screwing up. Why do I have to keep calling and chasing about my order when I ultra-verified everything before signing the Purchase Order back in May and paid everything 100% at the time of purchase? Why did two of my pieces arrive late/damaged? Why is it so hard to speak to a responsible manager who will actually take care of all this in one call rather than keeping to transfer me around like they don't want to deal with me? I want money back for the trouble, my damaged accent table replaced, and my dropleaf table fixed or...

Please read all the way through. The first part was my initial review of the sales experience. The update is a true telling of Ashley Home Store.

Ask for Jim!! Jim was an excellent and personable on-the-floor salesman. He gave us our space and at the same time kept us very well informed on our purchases. He was very laid back, not pushy at all. Darryl was very polite as he put through our paperwork and handled the financial end. Our delivery is promised in 3-4 weeks from today. I will update my review if it takes longer than that.

UPDATE: While the sales people in store were very helpful, 4 weeks later, our dining table arrived damaged and so did an end table. Our couches have been great though. Back to the tables... We immediately refused the end table. A piece of wood was chipped off of the side. When the warehouse received it they said there was nothing wrong with the table and that it may have been missing some stain or been made purposely that way to add to a pleasing rustic asthetic. This was not the case, there was a wood chip hanging off the end table. The stain had only been missing from that spot because a missing chunk of wood had revealed the unstained wood underneath. Lies. Lies. Lies.

We had no table and we were hosting relatives and overseas visitors for the next month and a half over the Christmas and New Year season. We signed for the damaged table under a voice recorded agreement/guarantee with the Delivery manager that Ashley Home Store would replace or repair the table, whichever we chose. I was told Ashley was sending out a repair man to assess the table so we could go forward. When they eventually did send someone out, he got out his tool bag and started laying out stuff to fix the table. I told him to stop. I told him that I was told he was coming out to assess the table, not fix it. I said I didn't want him to repair the deep 8 inch scratch. I said I wanted a refund (the goods taken back) or a replacement with coverage if that was not possible. He was very aggravated about the miscommunication that had happened. We are still waiting for resolution on this problem.

I do not understand how the table could be scratched so easily. It was not like the floor model in the store, whose table top was very durable. It seemed as if they skipped the finishing process that would have protected the table top. Also, the dining chairs have had three screws fall out of them, not from misuse, just from them sitting there. The repair man said he could put in bigger screws. That does not put my mind at ease at all. The products are defective and perhaps dangerous. Such poor quality!!

We made the purchase Black Friday weekend 2017, it is now Feb 21, 2018 and these issues still have not been resolved.

I have waited this long to update my review in good faith that the company would do the right thing and take back the faulty goods with a full refund, or at least replace with new goods that aren't damaged or faulty. I also expect free coverage on the goods given the low quality and the almost certain need for repair in the future.

In summary, do not purchase from Ashley Home Store. It is a dishonest company with faulty, cheap furniture.

I just wish there were an option for posting an audio file so you could hear the promised resolution BEFORE I signed for the table.

Pictures below. -2 out of three screws that randomly fell out of the chairs -Scratch on dining table with standard tissue box added for size. Picture does not do the scratch justice. Poor resolution on my phone. Even with poor resolution, you can see...