Ashley Store — Local services in Cookeville

I'm certain all the good reviews you see on google are from customers who have just shopped in store and not yet been through the process of receiving their furniture. We had a great experience in store, very friendly salesmen, helped us with whatever we asked, and we got the perfect couch. We shopped in April, we were told we likely wouldn't receive our sectional until June. Our saleswoman told me I could text her any time of day, even if she wasn't working she would respond and help me. We come to the end of June and hadn't heard anything regarding the delivery of our sectional. I text our sales person asking when it would be delivered, she said "I'm not working, text me tomorrow". I text her the next day, she responded with "July 15". She did not indicate this was an estimate. July 14 rolls around, I have not heard anything, I text her to ask what the status is. She says "Call the store". So, I call the store to find out our delivery date is now estimated for the middle of August. I ask the man I spoke with why it keeps getting pushed out, he explains they have no control over this, don't know the dates until they're told by the manufacturer, etc. I understand that. But then I ask why no one has been in touch with me to let me know the multiple times the dates have changed. He said my sales person should have been contacting me every two weeks to give me updates, I let him know she had not done this and was not very responsive when I did reach out. August comes around, we receive a call that our couch will be ready for delivery in a few days. I schedule the delivery, it was delivered on time, however the chase of our sectional was missing the feet. The third party delivery service said they would try to find out where they were, in the meantime we call the Cookeville store to see if they can resolve this quickly. The first woman we talk to sounded very exasperated and annoyed by us calling, said we'd have to talk to the manager, he wasn't in yet, was running late, etc. Two or three hours go by, I call back and the manager answers. He also has a very exasperated tone with us, but says he's trying to get in touch with the warehouse to see if they can get the feet for our sectional and let me know he'd call me back the next day. The next day, it was afternoon and I still had not heard anything, so I call back. Again, a not very friendly tone, says if the warehouse doesn't have the feet it could be MONTHS before we receive them. He says he'll call me back, but turns out he doesn't even have my correct phone number. The next day he calls me back, says the warehouse does not have them, so he has ordered them for us, he has no idea when they will arrive, but if we haven't gotten them in 2 weeks call back. Thankfully, we received them in the mail within a few days. We're very happy with our sectional and the quality and style. I understand those that work at a particular store have no control over product availability, but the communication and customer service we received from this store was so poor. We paid in full upfront, it's very unsettling to feel like you've wasted your money. I also don't expect a salesperson to be available via text 24/7, but that was the expectation she presented, basically requesting I text her instead of call, only for her to be pretty much unresponsive. To Ashely Homestore cooperate - do better about product availability and dates. It puts those that work at local stores in a terrible position for not having an answer for their customers and they receive...

So disappointed with our experience. My wife and I purchased 2 recliner sofas from the Cookeville location on November 17, 2020. We were notified later that the delivery would be on December 23rd. During the delivery, one of the sofas was found to be damaged. with a broken board on the bottom rear. We accepted delivery on the one, but refused the damaged one. We attempted to reach out to the Cookeville store immediately but could never get anyone to answer the phone. The very next week I received a call from the delivery service that they were ready to deliver our new sofa. I specifically asked the caller if the sofa was new or if they had simply attempted to repair the original one. She assured me that damaged units were disposed of and not re-sold as new. Second delivery attempt was made yesterday. When the driver started to unload he said the sofa was damaged. Not only was it damaged but..... it was the same sofa they had originally sent out. I refused the unit again. I then attempted to call the store and could only reach voice mail. I called the delivery service and explained the situation and was told they would have a supervisor call me within 3 hours. 24 hours later.... no response. Tried the store this morning 1/8/2021 10:30 AM. Answered by automated. Press any other number other than sales and it goes to a call center. Select sales and it goes to voice mail. Ended up with the call center AGAIN and told them I would like to schedule a pick up and a refund due to the issues. I would love to blame this on Covid but this is just terrible customer service especially from my local retailer....... UPDATE.... Finally visited the store in person again and explained what had happened to our sales person. They called the warehouse who found a new sofa for us and scheduled to deliver it the following week. Delivered on January 13........ DAMAGED. One side of the recliner will not come out due to being bent. The driver asked me to not refuse it but to instead take it and let then exchange it. We noted everything on the delivery receipt. No response since (1 week later). Have e-mailed our case information to Ashley and would love to hear from someone..... but...

I took my mom in today for a new couch & a new mattress set. This store had more options than anyone else in town and the pricing was comparable. In the past, I have dreaded going in this store because the sales associates are usually worse than car salesmen about following you nonstop and not leaving you alone even when you ask. But I was pleasantly surprised this trip. Camilla was great to work with! She answered all questions and made recommendations when needed. She made the process pain free. Hopefully she will still be there the next time we have furniture needs!

Edited for a follow up. I should have known better than to think it would be a completely positive experience with Ashley. The day before scheduled delivery that I confirmed both by email and phone call last week, I get a text message to schedule delivery for a day next week. I call the phone # listed in the email and was told the mattress set was backordered. I explained that I have already taken off work to be there tomorrow and this is a HUGE inconvenience. I demanded the couch be delivered tomorrow as we already got rid of my mom's couch yesterday in preparation for the new one to be delivered tomorrow and all I got in return was "I'll put in a request' which is absolutely not helpful at all. There should not be a request because it was already confirmed. It's not my fault or problem that your merchandise didn't come in when promised. We were already put off 2 weeks because it was backordered. The couch should be delivered tomorrow so that it's not a complete waste that I've taken a day off for it and I will schedule the mattress set delivery at my convenience and they had better not dare try to make my mother pay another delivery charge because of...