Ashley Store — Local services in Chattanooga

We ordered our furniture on 9/1/18. I told the store salesman and manager when I ordered the furniture I needed it all before Thanksgiving holiday. I already knew Ashley was slagging in production and delivery. I explained to them several folks I knew had issues with delivery times being months out after being told a date for delivery. They said I shouldn't have a problem getting it before the Thanksgiving holiday. The lamps came fast. The sectional, chair, and tables were delayed two times after scheduled for delivery. When you miss work for a scheduled delivery you don't get paid. I called and reminded the store salesman and manager when I ordered the furniture I needed it all before Thanksgiving holiday. I explained to them I sold my old furniture to make room like the request in our Ashley paperwork for new the furniture. The people I spoke to all were helpful. We did end up going into the store to resolve our issue with scheduling and calling to say no delivery and needed to reschedule several times. This happens quite a bit through Ashley. I was aware of it. After getting together and working with the store Manager Darryl Woodward. He apologized and said he would cancel our order or discount our order total if we could wait it out. He understood if we couldn't wait. He checked our order and found out they did have our sectional and end tables in the Chattanooga warehouse. This is after I was called by Ashley delivery scheduling department and told only 2 pieces were in for the sectional. Darryl Woodward showed us on the computer where the sectional and end tables were in stock. We chose to ride out the storm. Grin! Darryl Woodward had the sectional and end tables delivered the next day. The delivery went well and no problems with delivery service. Next we waited for the chair and coffee table. It came before Thanksgiving. It was delivered and set up with no problems. The key is either have patience or don't order from Ashley. Don't get rid of your old furniture until the day of delivery of new furniture. I went without furniture for almost a month thinking my furniture was going to be delivered on the first delivery scheduled. Make sure you stay on top of your order through the store, not the scheduling people. The scheduling department don't seem to have it all together. They have nothing to do with the stores. They're the ones that schedule out for all of Ashley. I'm so glad that we waited. I love the Signature Design By Ashley. This is the new Olsberg steel color in the photos. The fabric is easy care and pet friendly this far. I love the lamps and tables. I looked a long time for a sectional. I really was looking for this type of fabric. It will hold up longer than most fabrics if taken care of. Be patient and work with the store on your order. Be aware your order "may not" all come in at the same time and be delayed. Yes, it's a headache but, if you wait and be patient you get what you want in the end. Thank you Chattanooga store for being on top of my order and making it happen. Darryl Woodward the store manager is understanding and did get my order to us faster than Ashley scheduling department. I'm a happy customer and now have furniture for company to sit on for Thanksgiving. Thank you again! I'm giving Chattanooga store 5 stars not the...

I’ve never actually written a customer review, and don’t plan to again, but this experience was so horrendous I honestly want to steer people away from here. We purchased some barstools for our new home, after measuring our counter height. They delivered them, and the barstools slid under the counter without any obvious issues. Shortly after the delivery truck left however, I noticed they were slightly too tall when sitting in due to the cushions to sit at the bar comfortably.

At this point I contacted both my sales rep and customer service (note this was within 5 minutes of delivery). I was told by my sales rep at the store everything had to go through customer service, but once they put in an exchange request, they would be able to process the exchange for the lower barstool height. (Note— I’m not trying to get my money back here, I’m just trying to exchange for the slightly lower barstool height, which is the same price).

Here is where things get really obscene—- I spoke with multiple customer service reps over the phone who kept stating there was a strict “no return policy” after delivery and essentially telling me I was SOL. Eventually it was escalated and I talked to someone who agreed to put an exchange request to the store. He looked back through all the notes and assured me the request had been sent, and if approved I would be able to get the exchange. Great! I contacted the store then, but they said they still had no request. After waiting until the end of the week, I drove to the store in a last ditch effort and asked to speak with the manager. They looked through the account and all notes and confirmed to me that nothing had been sent. I then immediately called customer service again, got a very kind but seemingly stressed lady one the phone, who when I pressured for the exchange ticket number supposedly sent to the store, admitted that it was never actually created and sent. I was previously LIED TO over the phone by incompetent or lazy employees who didn’t want to deal with the issue. When I contacted the store again via text message and told them this— I was left on “read” and they never replied or did anything.

So in essence, this terrible excuse for a business backstabbed a loyal customer who had previously ordered several pieces of furniture and always paid completely up front. I completely understand a no return policy after furniture is delivered, but I was simply trying to get the correct product that I could actually use, and did this within moments of delivery while the product was still new and untouched by myself. I was not trying to return and get my money back, simply exchange. Barstools are a product that are all slightly different, and they didn’t even have the stools in store so I could physically look at them to ensure proper fit!!! I could only go off my measurements and the measurements they gave me of the stools online.

Steer clear of this place! I’ve found a couple of other local furniture stores with kind and helpful service reps and employees that I’ll be using to furnish the rest...

These are the things you learn during the problems…. Since you can’t leave multiple reviews on the different points of sale, delivery and overall satisfaction, I’ll just be giving three ratings under this review. One for the store sales associate, One for the delivery experience, and One for their “automated” customer service.

Store Sales Associate: ⭐️⭐️⭐️-1/2 Other than some communication failures, our sales associate did a good job at showing us furniture and explaining some of the details and answering our questions. We realize associates probably are limited in what they can do without management approval, but in some cases (when you ask to see a manager and they won’t meet you face to face even when in the store), to resolve an issue, that is very frustrating for both customer and store associates.

Delivery: ⭐️⭐️⭐️ We ended up with multiple deliveries from our purchase due to product availability (more on that later). All of the delivery associates were very professional and considerate of our home and furniture. The issues with deliveries stemmed from the incorrect address provided to the drivers on each of their visits, which we feel was an issue with Ashley’s automated scheduling & delivery system.

Automated Scheduling System: No Stars (0*⭐️) This system provides texts with options for numeric replies for you to provide a delivery dates by various order numbers. What it does not do is allow you to request to have a live person contact you for clearer communication or discussion. The second problem observed was that these scheduling dates are offered even if the warehouse does not have your furniture at the warehouse and therefore we had multiple cancellations by the company because “the item(s) didn’t arrive at the warehouse. But we also found out that wasn’t the case either. In our case after almost 4 months of waiting on our final piece to be delivered, we went to the store to express our disappointment and concern with this system, and were told that the warehouse had the item for approximately 2-4 weeks, but their automated transfer system but it never “triggered” the transfer for our delivery, even though the system contacted us for two confirmed delivery dates of the item… We ended up spending a full day to drive to their warehouse and pickup the item ourselves.

In all of this trouble to complete the sales transaction, no one at Ashley seemed to care about my comments, nor did they reach out to make inquiries or resolution of any of my questions and concerns about these points listed here.

Just glad we have our items, and are done with the experience and probably will not be returning anytime soon. Hopefully there won’t be any warranty issues with this...