Ashley Store — Local services in Chillicothe

I hated to write this, but after waiting for months for my items and receiving terrible service from the store, I feel it is my duty to save others from a similar experience. I spent over $3,000 in November 2023 on a sectional and ottoman. We were moving into a new home in December that had both a sitting room and a living room, so we needed more furniture than I currently had. The salesman was great and assured us our sectional would be a 4-6 week wait. This aligned perfectly with when we would be in our new house, so I was fine with the timeframe. Unfortunately, he called two days later to inform me that the date was being pushed to the first week of February, Although not ideal, I was ok with it and we "temporarily" put a small love seat in the room meant for the sectional. The sales associate also called in mid January to follow up and let us know that the sectional may even show up by the end of January. That's when everything went South. As the February date drew near, nobody called to schedule our delivery, so I called the store. I was told that our salesperson had left the company and that the Store Manager (Dan) would call me back that evening. He did not. So, I called back the next day only to be told that Dan was in an interview and he would call me back later. He did call me and gave me a new arrival date of "mid" February. He also provided his cell phone number so I could get in touch with him. Again, that date came and went without our sectional, and nobody bothered to call with an update. So, I reached out to Dan who texted me back two days later. He said that the new arrival was now 3/8. He also said that he would understand if I wanted a refund and offered me a $500 in store credit. Meanwhile, I haven't even invited my family to my new house because I'm embarrassed by the teeny tiny love seat sitting in my large living room. I told Dan I would once again wait for my furniture. Yesterday (since I have not received an update), I texted Dan asking for one. He texted me that he was off work and that he would look into it the next day (today) and get back with me. Well, you guessed it, Dan did not get back with me today. So, I called Customer Service, and a very nice lady told me that the NEW arrival date is March 15th. Other than this, she had no information about what the problem is or how many people may be in front of me to get one of these Holy Grail sectionals. After waiting for over 3 months, I really don't want to start over looking for another couch somewhere that will probably take another three months to arrive, but would like my couch! I feel that Ashley furniture took my $3,000, purposely gave me a bogus arrival date, and continues to do so. I totally understand that there are issues with supply and demand, it's the lack of communication and having any type of solution that really bothers me. When I bought a couch and loveseat from Big Sandy in 2020, they at least told me it was going to be 4 months (but actually delivered it in two). I guess I should have bought a sectional from them. I would just appreciate some honesty and service from a company when I hand over $3,000. After looking at a couple of other bad reviews on here, I hope this Magical Tim guy can help me out. I also have to wonder how Store Manager Dan who does not keep his word, or follow up with customers--but does hang up on people (as a different reviewer stated), still has a job. That blows my mind. Anyway, I plan to start looking for another sectional and if I can find one that won't take a decade to arrive, I will be canceling my order (and I'm not paying a 25% restocking fee for something that is not in stock), and the chances that I will ever hand cash over to Ashley furniture is less than 0%. I don't even care about the $500 in-store credit. I just want my sectional.

UPDATE 3/15 Today was our "new" arrival date and nobody from the store or delivery has called to schedule a delivery or update me on the status. I called Customer Service and was told the arrival date has been pushed...

I don't normally leave bad reviews, but this negative review is more that warranted. We ordered furniture on Nov 24, 2023. At the close of that transaction, we were told the furniture would be in the local warehouse by Dec. 13, 2023 & to expect delivery within 1-3 days of this date. We never received any updates, calls, or text from our sales rep, Kristy or any member of the Ashley team. On Dec 15, 2023 we contacted the local store who advised us to reach out to our sales rep. Kristy said the delivery date was 'changed by Ashley' to Dec 18, 2023. Dec 19th, we contacted Kristy again for an update. She tells us Ashley again changed our delivery date to Dec 20th & that she would personally contact the warehouse for an update. Today is Dec 21, 2023 & we have not received any furniture, updates from our sales rep, Kristy, or calls from the delivery team to schedule. Once again, I called the store & was told to "contact your sales rep". Kristy is "out today" but (once again) says that she will "message my manager and see if anything's changed". Our contract stated, if there are changes or delays with your order, you will be contacted by your sales rep. It is a written agreement. Why hasn't Kristy contacted us? Why didn't she uphold this written agreement? POOR CUSTOMER SERVICE!!! ZERO FOLLOW UP LIE AFTER LIE Take my advice, Shop ANYWHERE but Ashley Furniture of Chillicothe, Ohio! They DO NOT care about their customers, only about the sale. **Yes, we can cancel our order, but with a 25% restocking fee. They set this fee BECAUSE they know their service is horrible. I am in the process of contacting Ashley's corporate office. Will update this review once resolved. **Updating the review, as promised. After this review, the district manager, Tim contacted my husband in effort to find resolution to this nightmare. **Let me make this VERY clear - Tim went ABOVE & BEYOND to rectify this issue! He was not even in Ohio, but states away. Remarkable the lengths someone who cares about their reputation & that of the company will go. If not for him, we would have cancelled the sale and moved on, as I had been in contact with Ashley Corporate and was in the process of cancelling this transaction. This district manager is peerless! Now... if he can train the store manager & sales reps to follow his lead, this store will be successful. Again, Thank you to the district manager, Tim for Keeping Your Word. Today, this is rare! (Upgraded the 1-star review to...

Very slimy and sleazy people there. I went in just to look at mattresses, as I have had the same one now for 11 years. I’ll admit, Juyan is very slick with his words. I should have walked away from buying when he told me a few times that the price that were quoted was for the wrong size or wrong base. And I’ll also admit, was an impulse decision to buy. Didn’t do any shopping around. Then my parents go in and try out mattresses. They were given a whole run around with various prices and “misquotes” of prices. Juyan flat out lied to us when he said he was a manager at Mattress Firm in Chillicothe for 3 years before moving to Ashley. As we found out when we went to Mattress Firm, it was a much different story. Bought the same mattress with an upgraded base than what Juyan sold me, for $1100 less at Mattress Firm. When we went in today to cancel my order, Juyan started to get confrontational with us, but the district manager was there and we were talking to the DM from the moment we walked in. Juyan when confronted with his own lies said he didn’t want his name and reputation to be tarnished, which he didn’t need any help from us for that. He was trying to defend his words and when we refuted them with facts, that’s when he started to get heated and confrontational. He then walked away. Oh, and don’t ever expect a quote from Ashley Furniture, because apparently that’s a “fireable offense” if they give that. The DM said that per policy they don’t give printed quotes, it’s all hand written. How pathetic? And when we finally were able to cancel the order, he just took copies of the sales receipt and was trying to shoo us away saying it would be taken care of. Of course, we didn’t trust that, and asked for a printed confirmation that it was cancelled. He told us “well, there is no way for us to give a printed confirmation of that, but I’ll write it on the sales receipt and sign it myself.” It was laughable, but we have it in writing that it will be cancelled. I’ll be checking my credit card account like a hawk to ensure that the refund actually goes through. If by next Friday it’s not, they will not like what I’m going to do to ensure it gets completed THAT DAY! 0/10 would never...