Ashley Store — Local services in Columbus

I purchased Ashley furniture for my living room 10 years ago. They are leather couches, or at least that is what we were told by the sales person. As it turns out, they are partially leather and partially vinyl. I will say that the structure of the furniture has held up well and the parts that are actually leather have held up well. We were very disappointed to find out, about a year after we purchased the furniture, that the sides of the seat cushions in between each cushion is made of vinyl. It began cracking after a year, so we called Ashley Furniture, since we had purchased the extended warranty, and expected them to honor it, but we were told that our warranty did not cover cracking or peeling. Now, 10 years later, we are looking to replace our furniture. We decided to give Ashley another chance since their furniture is affordable for us, but we would just go in as more informed consumers. I went in to the Ashley Furniture HomeStore here in Columbus today to look at leather furniture. I was greeted by the sales lady. I had my 3 children with me and we all needed to use the restroom, so she directed us to the facilities. Upon exiting the facilities, I received a phone call from my husband whom is 900 miles away, so I took the phone call. I was standing at the front of the store on my phone when the sales lady rudely interrupted my phone call to ask me what I was searching for. I asked my husband if I could call him back and hung up. I knew she interrupted intentionally because when I hung up she offered no apology for interrupting. She asked me again what I was searching for, so I told her we were looking for black leather furniture and that I wanted leather, not Durablend or vinyl. She stated she didn't have anything and offered no other assistance other than that she had brown. Worst sales person ever!!! I am in sales myself. You always do your best to accommodate or try to sell what you do have. I simply walked out, along with my wallet. We were looking to purchase a whole living room set, tv stand, bedroom furniture and a mattress. Needless to say, I will be spending my money elsewhere. Hopefully this time I will get something with more durability...

This review is specifically for the team handling repairs at the store. I purchased a reclining sectional at the sister store in Starkville sometime during 2020. After a couple of years, the motor on one of the main recliners stopped working, so I was out a seat (my seat mores the pity). I called the store and got connected with Bubba the repairs department. He ordered a new motor and had it shipped to my house free of charge even though our couch was not under warranty. I installed the motor and it worked for a month or two, but then died on me like the last one.

Figuring I was officially out of my depth, I gave Bubba another call. He sent a repair guy out to the house who said the reason why the motor kept dying was because the reclining mechanism was bent and likely had been since we bought the couch (it was a floor model). He ordered a second new motor and a reclining mechanism. I was prepared to pay for the repair, but again, Bubba and his team covered the parts and labor saying "You are not under warranty, but there is no reason why your couch should be broken after such a short time. We will make this right." Some parts ordered and one visit to the house later, everything is fixed. They actually followed through unlike many others I have interacted with in the past.

I have never delt with a repair team as professional and capable as Bubba's. They do exactly what they say they will and have the customer's best interest in mind. I don't usually write reviews for any businesses, but I wanted to give Bubba and his team the kudos they deserve. To Ashley's management: know that having people like Bubba working at your store is the kind of thing that makes loyal customers. I would certainly buy furniture from you all again just because of how Bubba and his team helped me...

The service by the salesman Derek and Delivery Staff was great. The problems I had arrived from the Warehouse, Warehouse Supervisor, the telephone communication people. I have to say there is a terrible lack of communication. My deliver dates and times were changed, without being notified by the Warehouse Manager. My purchases were not checked prior to being released to me, therefore, missing products. Replacement purchases took longer to receive than my original purchases due to the Warehouse Managers errors. When the missing products were to be delivered, did not correct the address for delivery. The Warehouse Manager and the people on the phone scheduling do not communicate. Messages do not get forwarded to Management as requested when dealing with the problems with the Warehouse Manager. In the future, I will not purchase without the product being in store for pick up. I could have purchased from another dealer (as I found the exact furniture at two other locations). I chose Ashley, because of the service I received from...