Ashley Store + Outlet — Local services in Colerain Township

To Whom It May Concern,

As a native Cincinnatian and the daughter of aging parents, I have an interest in the customer service experience and treatment of the elderly consumer.

I am writing on behalf of my mother who is in fragile health and my father in early Alzheimer's. This elderly couple purchased a recliner from Ashley furniture store on Colerain Avenue. After the fact I learned the following: My parents received a cheap, defective version of the store model that was crooked and off balance. My sweet parents went back to the store the next day and were told by Logan the store manager that the defective chair would be replaced by a new chair. THIS NEVER HAPPENED. My parents made several calls trying to determine when the new chair would arrive and were told that they could not have a new chair. My mother and father, both in poor health, went back to the store once again, and were told by Logan the store manager that they could have the store floor model which would have been an acceptable solution to my parents. My parents were not contacted about receiving the store model, so they tried to make arrangements to have this transaction take place and again IT NEVER HAPPENED. Logan then told my parents that they had the chair in their home too long to return it, and their only option was to have the defective chair fixed and returned to them and they would be responsible for the delivery charge to return the chair to them. You probably have concluded that Logan made promises to this elderly couple and ran the clock out on them running them in circles as they tried to resolve their issue so he could say they had the chair too long to return it. NOW, my husband, myself, my brother, my sister, and my brother-in-law are not happy and are involved. I called the corporate office and was told that they could not assist me and would have to deal directly with the store. The corporate office said they would connect me to the store but could get no one to answer the phone at the Colerain, Ohio location. I inadvertently called the TriCounty location and spoke to a manager Jonah who was helpful but could be of no help because the transaction did not occur at his store. I contacted the Colerain location where the chair was originally purchased, and Diamond, store personnel indicated that Logan would not come to the phone, but she would try to have Logan call me. NOW, my husband, my brother, my sister, and brother-in-law all need to take busy time from our schedule to go down to this store and try to make this situation right. If people value their family, their pennies, their time, and customer service, my experience should give one the idea that they won't want to work with this store. It is too much of a gamble should something go wrong with the merchandise. Most certainly you will have to spend your time, your money and will get little satisfaction regarding the customer service experience. You have a better chance at ordering from Amazon or considering another option. This seems like a Don't Waste Your Money situation, and would be a place that does not respect the elderly client.

Thank you for your time and consideration.

Sincerely,

Elizabeth M BA,...

While the salespeople at this location are great (John in particular), the order fulfillment service is terrible. I was scheduled to have my furniture delivered yesterday and received a link from the company to track how far the truck was from my home. All day, the link indicated that the truck would arrive at my home between 3:30 and 4. Because I have a job, I planned to leave at 3 because it is approximately 20 minutes away from my house. At 2:56, I received a text message from the company that the truck was 30 minutes away. I packed up and left to go home. Twelve minutes later (3:08), I received a call saying that my truck was there and I would only have 15 minutes before the truck left. I conveyed that I was on the way in traffic and when I said that I was confused as to why they would leave before the estimated time provided to me, the person hung up on the line. I arrived at my house at 3:22 (14 minutes after the call). According to my security cameras, the truck left at 3:21, almost 10 minutes before the delivery time provided to me. When I tried to text the number back that had provided the updates including screenshots and time stamps on calls and messages, I did not receive a response. I called the local store before being connected to the store general manager. The store general manager was unable to get the truck (3rd party) to turn around as he was unable to contact them for hours. I truly believe that was intentional on the part of the 3rd party to avoid turning around. When I inquired about delivering today instead due to this being poor communication on the company's part, I was told that was not enough notice for the distribution center. I do not understand why I, a customer, am being penalized for the company's error of poor communication. I was also told that I would be receiving a call today from the customer care hotline to assist me with this order so that I can get my order delivered (note: I currently do not have any kitchen or living room furniture). I have yet to hear from them, which I also believe is intentional because the way to improve my satisfaction is to deliver my order today. At this point, I don't even know when to expect my order, and as a full time student and worker, I need to know so that I can make the scheduling arrangements. Even with arrangements made, I do not trust this company to deliver my order at the new scheduled time based on this experience. This company needs to hold the 3rd party vendor (Enterprise) accountable as well as its abysmal non-existent customer service. I cannot recommend anyone shop at any of the company's stores that would have their order fulfilled at the Dayton distribution center. Maybe this review will finally prompt customer service to help me.

Update on 2/22/24: I rescheduled my delivery and was told the delivery would arrive between 3:30-6:30. The truck showed up at 1:10, and I had to frantically leave work. Luckily, they did not leave. However, their customer service has refused to waive the delivery fees based on these issues. This company does NOT care...

I have purchase both living room sets, and a bedroom set from Ashley. The experience has always been a decent one. I was never impressed how their delivery system works, but was always able to make it work. In the middle of August we purchased a high top kitchen table and chairs. We scheduled the delivery for that Friday. My husband took a 1/2 day of vacation to be home for the delivery. The chairs were the wrong ones, I called the store and the salesman told me he made the mistake was very apologetic. He told us to send the chairs back, and just keep the table. They brought the table in and there were scratches on it, and not all the parts were with it. I was ok with the situation until we went to schedule a new delivery. I wanted it delivered in the evening where so we didn't have to lose anymore vacation time. I was told he has no control over the delivery time. Really? Not even when the mistake is yours?! He said I could do a Saturday, we had plans that Saturday and he couldn't even give me a time frame. I did schedule it for that Saturday, but after more thought I didn't want to break my plans waiting for a delivery of a table I should have already have. I went into the store to cancel, and they talked me into rescheduling for a Tuesday and said they'd put notes in not to deliver until after 5:30pm. I get the call and the delivery is scheduled between 11 and 1. I went back to the store and cancelled the order. They gave me the customer service number since they couldn't cancel it since it was Sunday. I called the customer service number and it was continuously busy. I called corporate, had to leave a message. I did receive a call back, and they could've cared less that we had any issues and wanted to cancel the order. They have just lost a long time customer. That's hard for me since we do have an Ashley credit card and it made it very easy to make purchases. I'm very disappointed with the entire experience. I wish there was someone higher up I could speak with but you can't get...