Ashley Store — Local services in Decatur

I purchased over $3500 in furniture at the Ashley Store in Decatur, Il in the middle of March. The two couches that I picked out didn’t fit (too small) for the area. I was told there are no refunds, only store credit. At the same time, one of the tables was on back order until early May. No problem- it must be a great table. Credit will be ok, they even promised the same 30 percent discount. I decided to buy outdoor furniture with the credit.

They said to come back at the end of April/ beginning of May to see the outdoor furniture. I can back the first week of May and it wasn’t out. The table was also promised to be in in the next week or so. I came back the following week to see the outdoor furniture and it was only one outdoor piece (out of all of the furniture). I decided to look online to see what I would like.

2 weeks later- the table I ordered in mid March, now the end of May, was still not in. I was told that it would be in this week. I explained that I have been told that 3 times and would just like a refund. He explained to me that I would be charged a restocking fee- for a table that I ordered 3 months ago.

I told them that I would wait for the table and would like to order outdoor furniture. I spoke with the manager Dan about a set I saw online (I had been back to the store 3 times to see what they had). He very abruptly told me that someone would call me back.

They called back and said that set was discontinued, so I picked another set. The set was priced 999.00 online, and the Decatur store was selling it for 1799.00. I explained that I could get a sectional for this price. I called the Ashley Corp. and they explained that the stores can mark there prices as high as they would like. I was very surprised the Decatur store would not match the online price, but marked it up $800 more.

The communication experience that I have had with this store has been very unprofessional and lacked basic customer service skills. I went into the store 4 times and called numerous times to try to get this situation worked out. I talked with a different person each time and not one of the people seemed to know what shipment would be in stock or when things would be in the floor.

As of now, I am out a table that has been promised to be in every week and is not. I have been threatened to pay a restocking fee if I dont want to wait for the table. I have 1600 in credit that I can spend, but the products are marked so high (probably because I have a credit) that it is VERY frustrating.

If I were you- look at all of the options in Decatur and surrounding towns. This store has been VERY disappointing...

**I have since Spoke with the Dan whom rectified the issues I have experienced. He was very empathetic to my experience. Went out of his way to ensure resolutions that were acceptable and appreciated. He took the time to listen and offer his apologies. I am confident any business I do with this store in the future will be respected, appreciated, and a good experience.

The WORST customer service I have ever received!

I ordered a couch/chair and a bedroom set. -couch delivered with tear upon delivery -bed frame scratched upon delivery and one nightstand was missing. The solution was for me to pick up myself even though I paid for delivery.

Both were noted to delivery personnel, pictures taken and sent to store, and manager notified with delivery personnel still in my home.

Drivers then dispatched to sew tear and color in the scratches with furniture crayons—this was brand new out of box.

Couch armrest then began peeling up which was less than 5 months after it was purchased 4 months after being delivered. It was then taken and fixed. The day it was supposed to be delivered post fixing it was forgotten about. Yet I was supposed to be grateful they got it scheduled on a holiday (Nevermind I didn’t have a couch in my home). It was 2 months before I then reached out to the manager and owner with a detailed list of the issues before I heard back to get the arm rest fixed.

11 appointments for delivery on my time. Three defects upon delivery on brand new furniture. No return communication from owner. No communication from the manager. Just a service rep who was “thrown in the middle” and didn’t understand why I was “angry” and the reminder they are a franchise and no one is above the owner.

A complete disregard for my time, my money, and...

Never shopping here again. I bought a dining room table with 8 chairs to be delivered on the day I was moving into my new house. New house, new table, great right? No. I didn't receive my table that day due to a problem in shipping. They said they would call when it was sorted out and set up a delivery day. I never received a call for the next 4 days. I ended up calling and they said they had tried calling but no one answered, but they had left a message. Ya, that didn't happen. The woman on the other line told me Ashley was receiving my package by midweek the next week and would call me no later than Wednesday after it had been inspected and set up a delivery. They never called by Wednesday so once again I had to call. Sure enough they had it in but just hadn't called me. How convenient. I finally got my table and 6 chairs 2 weeks after my original delivery date. Yes I said it, 6 chairs...i was supposed to get 8. A guy brought the other 2 out later that day. Also I thoroughly inspected my furniture and found knicks and also one of my chairs had obviously been dropped. The guy took pictures of the damage and told me I would get a new chair within 2 weeks. It's been over 2 weeks and I still have no chair. I wish I could give negative stars to this company. They were incredibly incompetent...