Ashley Store — Local services in Columbia

EDITED to update:

Spent over $4000 on furniture over the Memorial Day Weekend and was told that we could expect it to be delivered by July 10th. That seemed pretty far away, but I liked the furniture and thought it would be worth the wait.

July 3rd rolls around and I receive a text saying my order has been delayed and won't be delivered until after August 3rd.

I went in to the store and the person at the customer service desk (Breanna) was very understanding and helpful. I'm really grateful for that.

She assured me that she would work on it and see if she could get my stuff delivered sooner. If I had not heard from her by July 8th, I should call back. I called back to the store via their local number and pressed whatever button connects you with customer service. The person I got connected with told me part of my order (dresser, chest of drawers, and coffee table) would be delivered on July 17th and the rest on July 24th.

July 17th rolls around and I had yet to hear a word about my delivery. I called again. Apparently, they were supposed to text me about this delay and they forgot to do so. Call center rep was also very apologetic and gave me instructions on how to get through to the CoMo location.

So I get re-connected with Breanna and she says that the coffee table, dresser, and chest of drawers are at the distribution center and she would reach out to them and see if they can get it delivered. I called back later that day to check back in and she had left for the day.

She called me back July 18th and asked if her co-worker had gotten ahold of me like she asked them to before she left. Nobody ever called me. Now, apparently, the couch and love seat are ready to be picked up but nothing else is ready. We've never discussed picking up furniture ever. I can't fit it in my car. I asked if the rest of the furniture would be delivered the 24th then and she said that there was a problem with the order because of a mistake that was made on their end.

At this point I am supremely fed up and start looking for furniture elsewhere. I go to a store called Weekend's Only in St. Louis and find bedroom furniture that I like. I buy it and pick it up the next day.

I called Ashley back to cancel the bedroom set which went smoothly and they didn't try to convince me otherwise. We ended up keeping the sofa and loveseat because one was supposedly set to be delivered August 4th and the other the following week. I'm told that they will refund the rest of my order that I cancelled by the following Monday (July 27th) and that has not shown up on my account yet...

On July 28th I got a text asking me to choose what day I want my order delivered. I chose today, Tuesday, August 4th. I am then told I'll be contacted 48 hours before delivery and given a 3 hour time frame that I can expect my furniture to show up. I never got that time frame and did not hear from Ashley after that.

So my deliver day rolls around and I still have not heard anything. I call in and they tell me "if you didn't get the time frame sent to you, it's not going to be delivered that day." That would have been awesome to know but instead I had to reach out to them to find out my furniture delivery had been delayed AGAIN. Breanna was very apologetic and told me that the store employees are just as confused because this seems to be a problem with the actual manufacturing of the furniture and that they were not aware that I was not being told my furniture was being delayed either.

At this point, I am keeping my order open on the off chance my furniture gets delivered but I am also actively looking for a sofa and loveseat elsewhere.

I know that this problem is not necessarily due to the Columbia location's negligence beyond them selling me furniture that wasn't available in the first place. But, I am hoping that people will read this review (and the others) and understand that this place is not worth the time, stress, and especially not the money. Please take your business somewhere...

The selection of furniture and mattresses are excellent and the associates are very helpful and provide excellent service.

Review above has been left as originally written.

Updated Review Follows: I can no longer in good conscience recommend Ashley Home Store. Every individual I have worked with in person or on the phone has been exceptionally helpful and have provided excellent service.

If you need a specific piece of furniture prior to a specific date you should expect that your furniture will not arrive before any agreed upon delivery window.

Unfortunately Ashley Home Store appears to have a delivery system intended to trigger as many delivery cancellations as possible and appears intended (from outside the company) to place the responsibility for said cancellations on the consumer.

TL;DR Unfortunately the delivery service would warrant zero stars if evaluated separate from the excellent service I have recieved from every staff member I have spoken with. I recognize that supply chain issues are affecting the timelines for delivery and does not factor into the decision to strongly recommend against doing business with this company. If any furniture store does not stock their furniture on site, like Ashley Home Store, you are going to have a long wait for your furniture full stop and your patience with this business model in exchange for the price point is a necessity. That said the logistical side of the business when it comes to delivery is an embarrassment from the most charitable of perspectives.

If you don't have a deadline before which you need a specific piece of furniture then Ashley Home Store is still a good place to get your furniture. If you are supremely flexible in your ability to adjust your schedule to accommodate last second unilateral delivery date changes then Ashley Home Store is still a good place to get your furniture from. If this does not describe your situation I cannot recommend purchasing from this business. Keep in mind that if you miss one of these multitude of ridiculous confirm or delivery cancelled messages than you may have additional significant delays impacting your delivery and the company plans to hold you responsible for not responding in a timely manner in order to decrease pressure on company logistics.

The account of my experience follows:

I needed my recliner to arrive prior to a shoulder surgery and I took steps to make sure I would have it prior to said surgery. My delivery was initially cancelled the day prior to delivery and the new delivery window placed the delivery at worst just after my surgery. I rescheduled the surgery to accommodate the delivery window. Unfortunately I recieved notification of the new intended delivery date two days prior while I was out of town and I attempted to reschedule the delivery for the first opportunity which happened to be one day prior to the surgery. I spoke to no less than three individuals on the phone to ensure the delivery date was correct and confirmed in spite of numerous text and voice messages from the company informing me that the delivery date was wildly different than discussed and required immediate confirmation on pain of delivery cancellation. Two days later I recieved the confirm or delivery cancelled message informing me that the delivery was scheduled for the day of the surgery not the day before as arranged with the company. I rescheduled for the day after the surgery due to the complete lack of warning regarding yet another unilateral delivery date change. I confirmed both with the individual on the phone and in response to yet another confirm or delivery cancelled message shortly later on the same day. I then confirmed again two days prior to scheduled delivery upon receipt of yet another confirm or delivery cancelled message. The next day as I came out of surgery I had three messages demanding still yet another confirm or delivery cancelled message for the delivery on the...

I will condense this as much as possible!!! March 14th, 2019 I stopped by the store, was very friendly greeted, worked with Tyler, asked very specific questions, placed my order, only the bed & chest were in stock, scheduled the delivery on Sat 3.16.19, the rest would be delivered at a later date. Delivery shows up. Right off the bat I noticed that the headboard & footboard were not what I had ordered! Called Tyler, the decision was made that they would set up what they had however when the delivered the rest of the furniture they would swap out the bed for the correct one. Delivery guys ended up stripping out the screws to the bed, as they had put the legs to the headboard on the wrong sides, the box springs would not fit due to this issue. Delivery guys called their boss Eric who advised them that they had spent WAY to much time at my delivery, they had other deliveries that needed to be made and needed to LEAVE!!!! Leaving us WITHOUT a bed to sleep in! One of the delivery guys comes in has a lady on the phone from the warehouse that wants to speak to us, who abruptly told us that they were closed and could not help us until Tuesday and hung up on us, please know that this phone call was recorded! Called Tyler again, advised him of what was going on, he talked to the guys, the delivery guys did something and was able to get the bed put together. 2nd delivery 4.12.19, different delivery drivers come, attempt to disassemble the wrong bed, ALL SCREWS ARE STRIPPED OUT, finally were able to get that taken care of, install the CORRECT bed, dresser & bring in the night stands, the roll out slats & lamps (that were ordered did NOT arrive with this delivery as promised!) After they had everything in I go to check and one of the handles on one of the night stands is missing a screw, called the store asked if they would PLEASE just send me a screw, NOPE, they wanted to bring out a whole new night stand, and would bring out the roll out slats as well, the lamps had to be ordered, as they were never ordered from prior, which would be another 2 weeks before they would arrive. 4.16.19 3rd delivery, swapping out the nightstand & installing the bed slats, only to discover that the slats CANNOT be installed as the wrong bed side rails are on the bed, now they have decided they are sending a Tech out 4.22.19 4th time, Tech comes out and will have to come back again on 5.10.19 for the 5th time! After multiple calls, asking for RETURN calls by the Store Manager, Josh (whom I've spoken with once & would be getting back to me) talking with Shauna, assuring me that she would try to make this right after everything we have had to deal with, speaking with Tess, who refused to let me speak with whom I asked to only wanted to confirm delivery dates & times, gave me answers to questions that I did NOT even ask or were even relevant to the conversation, I have STILL HEARD NOTHING!!!! Things that were promised have not materialized, the customer service HORRIBLE! I have just been blown off & ignored! The Tech that came out has been the ONLY ONE that has actually cared and is knowledgeable about what needs to happen. As for the rest of the Store......as of 5.2.19 I have STILL NOT HEARD ANYTHING! Doubt I ever do! Below are pictures of the wrong bed, and how they wanted to just up and leave my bedroom, 3rd & 4th picture is what...