Ashley Store — Local services in Charleston

I will have to change my review I wrote years ago. I went back to Ashley two weeks ago because I've had good experiences previously, so why I would expect this one to be different right? Well, it was, I went looking for a specific item. I was greeted at the door by a salesman who appeared to be happy to assist. He showed me a few items and before I knew I found exactly what I wanted, color, size, it was perfect for what I wanted. And bonus it was on clearance! So I asked when I could have it delivered to which he responded "if it's on clearance we don't deliver because it's in the store and they would have to come from the warehouse to get it." What?? He then said if it's in our other store they could deliver it because they would have to get from the other store. Didn't make sense to me either. Anyway, he said they didn't have it at the other store but they had three there. That didn't help me any. So I left without a purchase. For someone who works off commission I would have thought they would have found a way to make the guaranteed sale but NOPE! I left but the more I thought about the madder I got. So I called back to speak to the manager to ask about this "policy." Two phone calls later he called back. HIS explanation was they couldn't deliver it because it was a clearance item and they didn't want to risk damaging it. Completely different from what the sales person said. Then he told me I could hire a moving company to move for me! REALLY?? So this clearance item is become more expensive by the minute. Then he says (as If I'm some bonehead) would I want to risk them moving it and have it damaged. Well of course not, however, isn't moving furniture their job?? So why would it get damaged if they moved it from the store or the warehouse? I was confused. I asked again, they are willing to forego a sale because for whatever reason, because now we have two different reasons, they won't deliver this piece of furniture. Since I don't have the piece, the answer was yes. I told the manage that would be the last time I would be coming back to this store again. To which he said he would hate to lose me as a customer over something so trivial. I'm not sure what has happened to customer service these days but it is not what it used to be. But Ashley furniture has lost a customer forever. I will NOT be going back. If I could give a rating less than...

Stopped in right before closing a few weeks ago, was greeted and welcomed by Matt. Explained that we were going to be purchasing furniture for living room and master bedroom within the next month but was only going to be looking this particular day to get an idea of what we like. Matt done an excellent job of explaining the sales to us, asking us simple questions about style we want and just recommended a few things in the store we may like. Never felt like we was being pressured or hovered over at any point. To beat it all, Matt asked if I wanted to share my contact info, which I did, and was surprised by his professionalism when I was surprised to get a phone call and text from him a couple weeks later to just give me a heads up that a very big sale was coming up that I may not want to miss. I was working 7 hours from home at the time with one day a week off so not able to come home for several more weeks. But I had already planned to visit the Ashley store local to work that day anyway. Even though I really didn’t like to because I didn’t want to be a difficult customer, but really wanted to give him my business for him going above and beyond to assist us. Matt insured me that it was no problem at all for me to forward him the items and sku numbers to the items we wanted. Not only did he package them all together, got them cheaper than I saw priced at that store, but took a good deal of his own time to figure up a couple different ways I could go as far as payment options. To say we were very pleased with our experience at the store and Matt’s professionalism and friendly help would be a great understatement. Matt even sent a card to say thanks for the chance to do business with a personally written message, which we thought was a really awesome thing to do. I’ve never even gotten something like that from purchasing something as much as my house. I truly appreciate all the help with everything and making this a whole lot better of an experience than I was expecting it to me, Matt. Definitely plan to keep contact to have help with future purchases.

-Tristan Hicks and Melissa...

Update: Furniture never came. Never received any calls from Ashley regarding delay. It was delayed 2 additional months. It still never came. We had to cancel on the people coming to take our old furniture, so it was a domino effect. Not to mention adjusting work schedules to be home for delivery. Called again today to check since it is more than a week after the most recent delivery date and have decided to cancel. Might have stuck it out if someone had attempted to contact me regarding delays. Not once did they update us on changes. Poor customer service. Changed from 5 stars to 1 star. Initial shipping date was later than usual, then 2 additional delays. Never once informed. Only found out after furniture never showed up and we called to see what happened. I purchased this furniture over 5 months ago.

Our visit to Ashley Home store was a positive experience. Our salesman, Ryan, gave us the time and space for us to look over the furniture and then approached us in a kind, helpful manner. He was very informative and clearly had a lot of experience selling furniture. He played a large part in deciding to purchase through Ashley versus local competitor. The furniture is going to be delayed in shipping, I guess due to COVID, but Ryan informed us of that early on and it is out of everyone's hands, so we will deal . I would recommend this store to others and they should ask for Ryan as their salesperson. He deserves another orange placard. He has shown consistency since 2016, the year of his employee of the month awards, he certainly...