Ashley Store + Outlet — Local services in Dearborn

My husband and I made a purchase of a mattress, adjustable base , two pillows and a mattress cover. On the way out the door our sales rep Brain Grier stopped us and stated he was able to give us a second mattress cover (the more expensive cover we opted out of getting) because of the type of items we purchased. Of course we said great and then went on our way. Days later I went over the bill and there was the charge of $339 for the mattress pad that was gifted to us my Brian Grier along with the mattress pad and other items we chose to get.

After several attempts to contact Brian I finally speak to him. He explains a discount is taken out the cost of the mattress however it will not reflect on my bill. “That doesn’t sound right Brian, I said “ I go on to ask if he took off the mattress pad will it effect the price of the mattress? He tell me he’d give me a call back after he looks at the bill. I never received a call back. I get him two days later and ask the same question. He stated that if this issue is going to cause a cancellation then he’ll jus get a manager to fix it and he would call me back before the day was out, I heard nothing .

I tried over two days to get an answer from Brian. Mgt team kept passing me along to the next person and staff stopped answering the phone. After being full of frustration and delivery day approaching I decided to go to the store. Sales manager chose not come over to speak to me due to interviews being conducted. Rep at the desk had to run back and forward relaying messages. In the end the rep went over the bill and concluded in fact that nothing was taken off the mattress and BRIAN GRIER HAD IN FACT OVER CHARGED US. Desk rep was able to fix the bill.

Today is delivery day. A time and day set at the time of purchase . Yesterday I received a confirmation text, I confirmed. I then got an “all set “text with delivery date and time frame. About an hour after I received another text asking me to choose and delivery date and time. I call back in and they said we don’t have a delivery date set but we could always schedule one. 😤😤 At this point my husband has to take over. He goes to the store . They asked him to email a pix of the confirmation text and said they would see what they could do and would be in touch. Here it is delivery day . No call back, no delivery, no nothing.

We will be canceling the entire order and going to Gardner White, Value City, any where but Ashley...

Worst experience I have ever had! I will never shop here again! I was willing to overlook two employees getting into an argument and fighting over a customer, but the next day when I went to pick up my furniture because I was told they don’t deliver discounted furniture, I was told I cant pick up furniture an hour before closing which was never disclosed to me. But I rented a uhaul to pickup furniture, so after explaining me and my husband could move furniture ourselves, they agreed but very clearly the employee Brian and Moe especially had an attitude. The furniture was brought downstairs and my husband was told to “meet” in the back of the store. I was told to finish signing at the counter where Moe Al-ma* was. I politely asked him if when he got a moment I could ask him a question as he was finishing my order. He told me “no!! All I want you to do is sign this paper! She put in here that you were picking up from the warehouse and now I have to redo it! So all I need from you is a signature and you can leave!” So, I was realized that there was more in play here, as the customer next to me was of the same shade as Moe. Who Moe was very polite to and told “give me one second sir and I can answer any questions you have.” So I signed paperwork and moe said your done. And turned to other male customer with a smile and said ok sir I can take you. I assumed Brian had already taken my couch to the back where he told my husband to meet him. I walked around to the back where my husband said no one ever opened the back door. We waited 20 mins, and no one came. I rang the door bell, knocked nothing. I waited at back and husband went back into store. Finally Moe yanked the door open saying nothing to me rushing my couch out clearly upset. Another man came out and saw how aggressive Moe was being and said hi maam and helped the couch onto the uhaul. We found out that Brian had told my husband to go the back and then he left and ended his shift without telling anyone else we were waiting back there. The question I wanted to ask Moe initially was if I could make more purchases while my couch was finishing. But I decided to take my money elsewhere as he clearly didn’t want MY money. Got home and realized they removed 2 of my pillows before opening the door in the back as they were on the couch when it went to the back. Never again Ashley, as I felt hurt over how we...

My items were cancelled and I was having difficulty finding out why and how and I jumped to the conclusion that this store was unprofessional because I called multiple times and no one answered. I forgot to also mention that my mom called the store also and was hung up on, but that is no excuse for the scathing customer review that I wrote. I thought that the fault of my results were the error of other negligence of the staff, but it was just a misunderstanding of the way that the system worked. I had neglected to confirm a pick up and the fault of the return of my previously ordered items being cancelled were my own. I went down to the store and then the owner took care of reordering the items again and even did it at an affordable price without me asking him to. I apologize to the staff for not being patient and jumping to conclusions when they were doing their best to make sure that their customers are getting what they want with minimal hassle. I am so sorry. Thank you for all of your help and Brian Grier thank you for your exemplary service. I love my bed and my table fits into my home perfectly. I love your services and I would recommend this Ashley store to other potential clients because they are the best. They are warm and friendly and even if you don’t see a person who previously helped you it doesn’t mean that they are not there, but that they have become involved with another client and you will be served by them or another staff member if they are available. I always say patience is a virtue and because I returned to the store not with the intention of starting a conflict, but with the intention of getting the information that I needed I was taught a good lesson. Knowledge is power and the right questions always brings in the right answers and that the right people will always help you at the right time. I appreciate your hard work and dedication and your honesty and willingness to tolerate irate customers like myself. Thank you for being so patient and helpful and kind even in the face of some of us customer who jump to the wrong conclusions about your customer service. I hope that you can forgive me and that one day I can make it up to you by buying more products from your...