Ashley Store — Local services in Chambersburg

Sorry for the long review. I received a brand new loveseat and couch for my living room(I also have a coffee table, 2 end tables and 2 lamps coming as well). The furniture is beautiful but after the delivery, I realized that they hadn't tested the power head support of the couch. I tested the head support of the couch and found that it was not working and was stuck in a forward position. I called them immediately(talked to Melody) and let them know that it wasn't working and that I would like it replaced. Melody was very nice and understanding and said that she would get this over to their service department for review. The delivery was on a Saturday(9/2/23) and I understand that it would take some time to get answers. We talked to the manager(Aaron) multiple times and he clearly stated that they would have no issue replacing the couch, but that sometimes the service department took a while to get things resolved. There has been a lot of back and forth(promises) but nothing has really been resolved. On 9/9/23 I saw that there was a piece of metal pushing out of the back of the couch. Clearly something was not hooked up properly and the leather is now damaged. We called the manager immediately to let him know and to send him another picture. He agreed that it was something that was not properly assembled at the warehouse and again reiterated that Ashley would be happy to replace it. Today(9/11) I receive a phone call from the service department stating that I will be getting a call from their third party service technician to come out and see if they can fix the issue. When I asked them "is that standard operating procedure to deliver something damaged and then try to repair it instead of replacing it?", I was told by the service department representative that it is indeed their SOP. It's absurd that on top of being inconvenienced with an expensive item that doesn't work, that a 3rd party service technician needs to come look at it. The item is clearly damaged and you can easily tell that from the pictures. Ashley should have simply had the faulty couch removed and delivered a fully functional couch, preferably at the same time. Between the purchase of the couch, loveseat, 2 end tables, 2 lamps and a coffee table, the total was around $5600. It's clear that there is a disconnect between the service department and the retail store, and that the store only prioritizes getting your sale. Once they get your sale, it appears that they're not overly concerned in creating customer satisfaction. I will see if Ashley furniture in chambersburg decides to make things right, if not, additional steps may need to be taken. Pictures attached,...

We went into the store with a set idea of what we wanted already. Anthony met us at the door and was super helpful, respectful, and informative. He talked to my son(3yr) and daughter(1yr) and made them comfortable making Spiderman references (son had Spidey socks on). We seemed to of picked a great day to come in as they we running a "We pay tax deal" under the stipulation you retrieve a gold coin from the hat! Anthony bypassed my wife and I and tilted the hat to our 3 year old, SUCCESS! After looking around a bit Anthony checked on us, i told him the sectional we were looking for specifically, and he brought us there. After working on pricing for the unit we came to look at, my wife found something that suited "our" house better! Anthony took everything in stride and got us the new price, explained the warranty, and delivery charges and services. Anthony was super personable, and made the situation fun. Taking time to joke with my children, talk to my wife, and give me a welcomed hard time.(For corporate looking at this, it was a wonderful banter, very welcomed and reciprocated). After we got pricing and warranty in order we went to the Customer Service Desk to check out! There we were assisted by a wonderful woman named Melissa! She also took the time to interact with out kids and make the transaction seamless and quick! Overall 10/10, I appreciate the relaxed nature of the sales people here, i dont feel like im being forced into anything! I will ABSOLUTELY be buying here in the near future, and this is all due to the service Melissa and Anthony provided.

Side note I don't know if these surveys go to the store, or directly to corporate, but............Anthony has some phenomenal ideas, is honest, and genuinely cares for the companies success. I think it would do you all well to have a round table and get some customer facing ideas from him! As a Sales Manager he is directly in touch with the people daily that keep this business afloat. Hearing the customer he is your greatest asset! Give the man a raise, a promotion, and a seat at the round table! He knows what customers want! Happy customers equals more $$$. If you would like more information feel free to reach out! I would be more than...

From the moment I walked in the door I was completely impressed. I seldom write reviews, but these folks went completely above and beyond to assist me with every step of the decision making/buying process. We were able to look freely before being asked if we wanted any assistance. Anthony, the sales lead for the store, was the first to approach us. He wasn’t pushy at all, he was extremely helpful and knowledgeable about their different products and addressed my concerns honestly. He made sure to really listen and learn out my needs for a new living room set and helped me select a set that was right for us. Two weeks after I ordered the set, I decided to finally measure. I was beyond upset to realize the furniture I had fallen in love with, was much larger than our current furniture. I went back in and Anthony spent several more hours helping me make some tough decisions. I decided to go with a different set and Melissa so very kindly cancelled the other order and entered in all the information. She was so friendly as well, and had great attention to detail. Imagine my surprise when I went home and realized, yet again, it would not fit. I went back to the store, afraid to show my face again, and as always, I was greeted with a smile and “how can we help you?” Anthony and Melissa assisted me yet another time and it’s all squared away now. I know I spent no less than seven hours in that store over the last two weeks. The furniture is obviously not here yet, but I know it will be amazing, and if there is anything wrong with it, I know they are going to do whatever they possibly can to make it right. I will most definitely return for future furniture purchases. The team at this store hits it out of the park. Cannot thank...