Ashley Store — Local services in Columbus

Usually when I leave reviews, I like for them to be positive ones. Unfortunately this last experience with the Ashley off Sawmill is going to be our last. We first ordered a new dining room table back just before President's Day. We worked with Nikki who was newer. I am in sales myself and understand someone being new but from the beginning her customer service was really lacking. My husband ordered a painting and she asked him if he wanted to climb up on a back of a sofa and get it himself. Each time we had asked questions, it felt like we were bothering her. Either way found a table we loved. We wait a few weeks to receive it. My husband took the day off work and upon the table being delivered, he realized the wrong height was ordered. He was told someone would give us a call about it getting re-ordered. Keep in mind that we had already gotten rid of our old table, so now were tableless. I had called and spoke with Nikki. She was extremely rude and just kept saying the wrong table height was ordered. There was never an apology or even taking ownership. I asked what could be done and was told nothing. I asked again, and she said the manager said they could take off the delivery fee. At the end of the conversation, she still never apologized. Finally I asked her why she had a problem with our conversation and why the attitude. She finally said she made a mistake and unwillingly said sorry. Again being in sales, had she had the least bit of emotional intelligence and empathy, I would have felt much less upset by the conversation. The new table was ordered. Again we waited for several week. We hosted Easter. It came and went. We had no table for our guests. The next table arrived. Again, took time off work and the table arrived. The way she re-ordered the table was to have it simply dropped off. We paid to have it put together. I called and Nikki answered. Asked straight for the manager and got connected with Rick. Again, his apology didn't come until I said something and Nikki's lack of empathy and customer service. It was again extremely forced. He told me they would see what they could do to get the table and chairs assembled in our home. This was back on April 11th. Come to find out we are not even getting credited the full delivery fee. I was told that we were getting credited $99 and the delivery fee was really $169. I was told that the only thing they could do was waive the $99 and that someone would contact me about the table. I spoke with someone at the distribution center who was great! I asked if the regional could please reach out, and I have still yet to hear anything. They ended up re-ordering the table again. Had the drive team come by and swap out the assembled table with the ones that have been sitting in boxes in our kitchen. Finally today, 5/2 we have the right table assembled and in our home. The table fits perfectly and is a great purchase! Given the horrible customer service and amount of time that this has taken I'm going to be reaching out to Ashley Corporate to get the situation handled. I am sorry but taking off $99 for everything that has happened is like doing nothing at all!! DO NOT SHOP AT THIS LOCATION! If you do, do not...

Here is my post for my experience with Ashley Furniture. I would give a negative star if I could.

I ordered 2 rooms full of furniture for my office space, (sectionals/chairs/coffee & end tables/rug etc.), and NOT ONE PIECE was delivered on time. I had to reach out on my own, since no one told me and no updated message system alerted me, and was told many excused as to why I have to reschedule. From "our delivery guys decided to not show up for work today" and "I see the date listed here in notes for your delivery day but no one placed the order so I will have to do that now and you are not getting delivery today". The days available that were not 2 weeks out was on weekends (again for my office space, so kinda hard to get access to the building for something that wasn't guaranteed to be delivered).

When I finally got the delivery, pieces were stained with something in a color I really didn't want to know what it came from. So I had to get them cleaned.

I have had to reject pieces due to damage with major cracks in them, and go through the hellish experience of rescheduling that delivery.

I have had missing pieces in the order, like the pillows that came with the order (still missing one), and a side table that finally had to be reordered.

No one would help me or talk to me regarding my order until I received my full order. Do you know how long that took, and how hard it was with all the damaged pieces, and delayed deliveries?! So I waited...

And when I finally tried to call management on these matters, I have a chain of people that have promised to call me back and still haven't. Yes, I have waited the 72 hours, multiple times patiently for each one to call me back...and still no phone calls. So I keep trying to call in to get someone with actual authority that can rectify this horrible experience of a situation.

Every time I call, I get someone that wants to take down my name and number, to have a manager call me back. I think I have 5 managers that are suppose to call me back right away and its been days since those calls. Or representatives that promised that someone will call me back within 10-15 minutes knowing this is urgent..and still no call after hours of waiting.

The GM of the branch I ordered this from was suppose to call me back to make sure I received a call from the CS manager within the 72 hour window promised, since this has been a nightmare. He tole me he "personally" called the CS to have a manager contact me and marked it urgent. Still no call from EITHER side...

I finally got to someone with "authority" and for everything that I experienced, having everything I ordered have an issue attached to it...they wanted to give me...are you ready? ....... 0.05% reimbursement! YEP! After all of that, less than tax on the order! 5%

I am hoping this message reaches someone with the authority to call me and make right of this situation. Absolutely incredible it got...

Got furniture from here recently. Out of courtesy I won’t say her full name, but an older woman (who’s name starts with L) assisted us. When we walked in she asked us if we needed help, which we declined and said we wanted to browse. Instead of just offering support when it was needed and letting us walk away and shop in peace, she kept insisting on helping us then hovered the whole time we were there. She kept inserting herself when my spouse and I were trying to talk about making a decision about something and went as far as inserting herself when we were discussing our finances which was VASTLY inappropriate. She kept trying to upsell us on stuff that we had no interest in, going on about how SHE liked it or she just bought it. She tried upselling us on services and tried withholding the fact that there were free services available which we only found out about because her coworker spoke up and said something. My spouse and I could literally not talk about anything without her inserting her opinion or comments, it got to the point where we had to start texting each other. In an effort to upsell us again on services, she made the comment “you’re going to put it together yourself??” in a really condescending tone as if we were incapable, which was again when her coworker interrupted and explained that it was a simple assembly and you didn’t even need tools. Upon checking out, she was not transparent about their financing and AGAIN inserted herself into OUR financial situation and tried to coerce us into applying for the financing option that we were not interested in. The checkout process was an absolute mess. Because she was not transparent about the financing to begin with, we were under the assumption that it was same as cash within a certain time frame which was not that case. We would’ve been charged additional fees. She also got aggravated about having to fix her own mistake as a result of her being more concerned about making a sell and prying into our business rather than actually listening to what we were explaining we wanted and had the nerve to tell the manager “well they didn’t say that’s what they wanted to do” despite us literally saying it SEVERAL times. At that point, she started mumbling and complaining about how ‘this’ was going to take her over her time to leave. She kept walking away, pacing and complaining and the manager had to take over to complete the checkout. We knew what we were looking for going in and would’ve been relatively quick if she would have just left us alone and listened to what we wanted rather than feeling it necessary to insert herself where she didn’t belong. Instead, we were there for over an hour and left extremely irritated and regretting even giving her the satisfaction of making a sale, her manager and coworker deserved it...