Ashley Outlet — Local services in Chattanooga

Pros: Lots of pieces, store is decently clean and walkable for easy viewing Cons: Most everything else After purchasing a couch at this location 9/23/23, I noticed the same exact item was listed on their site for cheaper. Upon calling the customer service number on my receipt, I was told a price match could be offered, prior to reaching a supervisor to perform the adjustment. Once connected with the supervisor they told me nothing could be done. Confused, I requested another supervisor who told me the same thing. Upset and irritable, I tried calling the store (Chattanooga Outlet location) for help; Spoke with a woman named Kim who told me she and/or the sales mgr would call to assist in this. Never having received the call, I attempted again the morning of 9/27/23. A man answered and rudely told me after explaining I was calling to speak with the sales mgr on an ongoing issue for my recent purchase, he very rudely and dismissively told me his mgr was "on the truck helping" and would call me back. I gave my number and before I could even ask if he needed a name or email, the guy hung up on me. The salesperson who assisted me, Adam, in store when I made my purchase was friendly, and I spoke with him in a follow up during a second call same day, 9/27. He mentioned his mgr was out (still) and that he or the mgr would call back today to assist/follow up. Within about 15 minutes, I received a text claiming the couch is not available online, even though advertised, and that since this is a franchise location they would not be assisting.

I would not recommend this store at all unless you are comfortable with significant inconsistencies, difficulties with customer service, and want to pay a third party delivery fee so that your invoice does not show any delivery fee and thus they are unable to assist in reimbursing for delivery charges in any amount for third party company utilization. Previous purchases with the brand promised in-house delivery for little to no cost vs. a third party fee with tiered pricing. Extremely disappointed and frustrated that a simple price adjustment of only $29 has taken and is taking over 4 days, nearly a week to solve. I would say generally, the majority of people will/would fare better elsewhere, unfortunately. If you do shop here, good luck and be sure to cross check their site for price variance to ensure you are not being given another story. Had I seen other reviews ahead of my visit to the store I would not have even stopped...

I’ve been a loyal customer of Ashley Furniture in Hixson, TN, and have even recommended others to shop there—but after this recent experience, I’ll be doing the opposite.

I placed an order on 5/11 for an oversized chair and ottoman. I knew exactly what I wanted and wrapped the purchase up in under 5 minutes—easily the simplest sale of the year. I opted to pick up my furniture from the warehouse on 5/27 to avoid the delivery fee, since I have a truck.

When I arrived on 5/27, the chair was ready, but I was told the ottoman was broken. The inventory lead instructed me to sign for the chair only and said they’d order a replacement ottoman, which should take about a week.

Two weeks passed with no updates. I called the store and could only reach Ashley corporate, who kindly investigated and discovered the ottoman hadn’t even been reordered.

I reached out to my salesperson, Adam, on 6/11, and after a couple of follow-ups to even get him up to speed, he told me the warehouse showed one in stock. I warned him it was likely the same broken ottoman. I asked him to confirm with the warehouse before I wasted another trip. He said he’d check and get back to me—that was the last I heard from him.

By 6/20, I was frustrated enough to visit the store in person with my 7-month-old daughter. Another sales rep tried to help, and the manager, Allen, overheard and said he remembered the situation and would call me back in 25 minutes. That never happened. I waited hours and had to call him myself.

When we finally spoke, Allen gave the excuse that he had just wrapped up with a customer—which was clearly untrue. He also claimed the previous rep hadn’t printed my info, even though I saw it with my own eyes. Allen looked up my order after I expressed my frustration. He informs me that an order wasn’t placed and there was a credit on my account. How was I not notified of that?

I asked for some kind of compensation for a month-long delay and terrible follow-up. He later called to offer… free delivery. That’s it. Not even an apology for the broken item, the lack of communication, or the fact that I had to chase them down for weeks. He had every excuse in the book.

Here’s the bottom line: Adam never followed up. Allen made excuses instead of taking responsibility. I’ve spent good money at this store and recommended it to others, but after this experience, I can’t in good conscience do that again. Ashley Furniture Hixson has shown they care more about closing a sale than...

I gave a 1 star because I felt cheated and was lied to by my sales person. I purchased a couch and double recliner that I sat on in the showroom. It was soft and comfortable, but not too soft, it was just what I was looking for. The sales person was nice but flirty! He even made a gesture about laying with me on the couch. I kind of laughed it off, and change the subject. I was so excited about my furniture, until after they delivered it. I noticed it was hard and uncomfortable, so I called them and they said it was non- refundable after it was delivered. The fact that I was not a happy customer did not matter to them. So I went back into the store where I had originally sat on the one in the show room, and sat on it again, noticing it was soft and comfortable like I remembered. My sales person came up and I explained to him how the one they deliver to me was hard and uncomfortable. He proceeded to tell me that there was no refunds after it had been delivered, then he lied to me telling me it would soften up in 2 weeks because it came from the factory. But I knew better, I knew it would be more like a few years before it softened up. He also said I had signed the return policy, inwhich I did. But I did not know I was getting a hard uncomfortable couch and recliner!!! But I also knew there was nothing I could do about it so it was not worth staying around and arguing with them about it, so I just looked to him with discuss and walked out! This is the worst $3000 mistake I have ever made, I felt robbed!!! I will never purchase anything from Ashley’s furniture again. And I will NOT recommend them to anyone. I would recommend that they buy their furniture from someone else, and make sure you’re getting what you think...