Ashley Store — Local services in Deerfield Township

There's two sides to this review. One, the chairs we bought from this store were good and came above expectation. However, the process to acquire those chairs was extremely uncomfortable and is still leaving my wife and I with a bad aftertaste.

The sales people at this store will tell you anything you want to hear, pressure you, and interrupt your genuine questions about the furniture in order to slam the insurance down your throat that they are also selling in addition to the furniture. I'm assuming there's a tremendous amount of incentive for this because they will surprisingly & aggressively talk down the manufacturer's actual 1 year warranty in order to convince you to buy it -- among using any conversation topic as an excuse to mention how good and essential it is.

"What's the manufacturer's warranty on these?" will get you a giant sales pitch on the insurance. They refused to tell us about the 1 year warranty that comes with the furniture. I asked our sales person 3 separate times to outline what comes with the warranty and each time I was interrupted and told how good the insurance was. It was a very frustrating conversation.

This also made my wife and I feel like the furniture was actually bad and that we'd be relying on this 5 year insurance plan that costs $235 to prevent ourselves from repurchasing the chairs.

When we asked about how we clean the unique fabric of the chairs we were again ignored and directed to the insurance.

When we asked to see the insurance details in writing (so that we knew what we were paying $200 for) the management rolled their eyes at us and sighed saying that it was a new plan and they didn't have any material in the store. When we addressed their eye rolling and said we don't just throw our money away -- they reassured us by explaining how Ashley Home Store is A+ on the BBB and that we can trust everything they say cause it's too risky for them to conduct bad business by lying to us.

Then in the next sentence they lied to us and said the delivery guys would come with a packet of information detailing exactly what we bought into. We believed them and went ahead with the purchase because of it.

Low and behold, when the guys delivered the chairs to us they laughed and said, "The sales people at Ashley are constantly making up stuff that we do...one time they said we bring complimentary leather conditioner for the leather couches."

We still don't know what we paid $200 for. I thought I'd receive something in the mail by now and I haven't so I'm going to have to go back in the store and uncomfortably talk to the sales person and management that were frustrated with our questions.

I wanted to write this review, because this place has a 4.8 stars due to the quality of furniture and I agree they have nice stuff. But I feel like if you don't just agree to everything the sales person says and buy into the credit card, and buy into the insurance that you may be getting ripped off. So this is a cautionary tale.

I'm sure there are a lot of furniture stores that also sell great furniture without all of the other stress that comes with dealing with people incentivized by pushing credit cards and insurance on its customers.

TLDR; 2/5 stars - good furniture; overly salesy &...

(Update): Our sofa was delivered fine on the 3rd attempt. The store manager at Ashley Furniture was very helpful in getting the situation finally resolved. Our frustration was not with them, but with the delivery department and when talking with corporate, being told different things. I also see now after reading many reviews, the problem doesn't lie within the sales (that's the best part), it's getting the furniture delivered.

(Previous post): I am having a horrible experience with Ashley Furniture, its customer service, and their deliveries, (Mason, Ohio). I can't say that I recommend them at this time.

I ordered two recliners and they arrived with the seams busting out. The driver failed to document that both were needing to be replaced, and if I hadn't contacted the Mason Store personally, only one would have been delivered. On the 2nd attempt, the recliners did arrive okay, but it was at this time that I asked corporate (and had them put a note into the system), to please check all future items for defects before delivering them, because their delivery window is huge and it's just frustrating for everyone, and a waste of time, if not.

Fast forward a week or two, I had two failed delivery attempts for an end table (both having nicks), which I ended up cancelling for all these reasons: they failed to put me in the system as needing an exchange (I called them back 2 weeks later when I hadn't heard anything), they charged me even though I didn't receive the product, and they ignored my request (they had it noted in their system) - to check for defects before bringing the items out. More than anything, I was told different things by different reps: you sign off for exchanges, you sign off to confirm drivers are attempting to make the deliver, or you sign off so drivers can receive their commission, or, if you sign - you are accepting the product overall. When I signed off the first time, I was told it was to put in for an exchange - but it created a big mess, that I had accepted the product, then I was charged, that I didn't need the exchange, and I almost didn't get the product exchanged because "I signed off." Long story made short - "do not sign anything" until the product is in your home and you are happy with it.

Fast forward a couple weeks: I have had two deliveries for my sofa fail. Again, a situation of them not looking at the defects before trying to deliver. One sofa had a tear on the armrest, and I was told by the drivers during the 2nd attempt that there was a tear on the back of the sofa, that they weren't going to attempt to bring it in. During the 1st attempt, they wanted me to sign off again (even though they were taking the product with them), and I declined because of the whole mess it had created with the end table.

So now, I am waiting for a 3rd attempt to deliver my sofa. Ashley in Mason offered to renegotiate the price of the sofa if I was willing to give the delivery another chance. I agreed....

Visiting this store is the worst shopping experience I've ever had. We walked past 3 salesmen and it wasn't until we were on our way out, about 20 minutes since we entered the store, that one of the salesmen approached us. Steve was helpful but he wasn't very knowledgeable since he didn't know many of the questions we asked him. He was trying his best and was nice enough but his knowledge about the merchandise, sales, etc., wasn't the best so we just figured he was new at this job. We were looking at purchasing a new master bedroom set, a Tempur-Pedic power base and a Tempur-Pedic mattress, which was going to end up being a total of over $12,000. We asked if they were offering any promotions, as most furniture stores do, and he mentioned that they were offering a 10% discount for military members, which I am a disabled veteran, also Tempur-Pedic was offering a $300 towards accessories. Not a big discount, considering what was offered by other stores so we told them that if they were able to offer us free delivery we would finalize the purchase. They said that only a store manager could authorize that, and that the store manager had left for the day so they couldn't do anything else for us and to come back the next day. The store opens at 10 am and we were there at 4 p.m. on a Saturday so it was weird that the store manager wasn't there. After 2 hours and us about to leave they “magically” were able to write off the delivery but told us that the bedroom set we were looking at was not eligible for the military discount. So they discounted the delivery fee of $329 but took the 10% discount, which only applied to the furniture, not the mattress, which was a discount of $370. We asked what promotions we could get on the mattress and they said the $300 and free delivery on the base and mattress. My wife asked if they could also include the pillows and the mattress cover, which it was being offered by Tempur-Pedic anyway and after them going back and forth said yes but that they “misspoked” on the $300 discount and free delivery, so now we were getting 2 pillow and a cover for “free” but they were taking away a promotion offered by Tempur-Pedic and not them. We felt like after they were the ones offering us a promotion they took it away as soon as we asked for an additional discount. Needless to say we left after wasting 2 hours of our time without purchasing anything. I don't recommend this specific store and will never visit them again or any Ashley furniture store. It is ridiculous that customers are treated this way. I own several rental properties and if I were to treat my tenants or managers this way I will be ashamed of myself. It is not about that specific sale but about making a lifelong customer, we are also on the market for a new living room set and all our properties are rented fully furnished, so they not only lost this sale but many other future sales from me. This is just...