Ashley Store — Local services in Dover

Just moved to Delaware early June and went to the Dover store to look for a bed for my daughter. I've used Ashley's in Easton MD several times and had great experiences. Not so with this store. Salesman told us delivery would be fairly quick as item was in stock. After 3 weeks I got a call asking if I'd accept delivery on July 4th. I said yes since I was off work that day. The day before received a call that we were the 4th delivery and should arrive before noon. Got a call from driver at 10:30 that they'd arrive in half hour. They arrived in an hour, no big deal. Two guys carried the boxes and pieces to my daughter's room. After about 20 minutes they called me up to tell me that the legs to the footboard were missing. They said they called their boss, Art, and he would drive to the Newark distribution center to get them and then deliver them to us same day. At this time I also noticed there was a chip in the footboard. I asked the guys about the chip (and took a picture) and they said Art would bring something with him to fix the chip and "you'll never notice it". I was told it would take about 2 hours for Art to arrive. They left with the bed half assembled in the middle of the floor and her bed/box spring up against the wall.

We waited and waited and then at 3pm (3 hours later), Kara called us from the distribution center and said there were no legs to deliver. She was very nice and apologetic but that didn't help the fact that we wasted our entire day on a holiday waiting for promised furniture that never came.

The next several days I made several calls to the Dover Store to 1). see when I could expect to receive the rest of the bed and 2) to ask for the delivery fee to be removed ($100) as that's the least they could do for ruining our 4th of July and 3) ask how they were going to address the chip in the footboard. Each time I spoke with females who were very understanding and professional - they made arrangements for the footboard to be picked up and told me they'd deliver a new footboard when they delivered the legs to the footboard. They gave me the name of the store manager as "Bobby Everhart" but he was not available and "just left the building". I asked her to call him and give him my number to call. She called me back an hour later and said "he asked me to call you and apologize. He can't call because he's driving. He can't refund the delivery fee but he does have a gift card for you."

I deal with the public in my position and find his lack of customer service quite surprising for a "General Manager". I asked for his boss and was told "that is the owner, but I'm not allowed to give you his name." I guess nothing will come of it at this point. My daughter slept on the couch for 3 nights until someone came to pick up the chipped footboard and dismantle the bed. My days are too busy to keep wasting my time calling to follow up. However, when I am ready to purchase more furniture, I will NOT use the Ashley store in Dover. Never did get that gift card either!! LOL....

If I could give this store ZERO stars I would. This has been the WORST furniture buying experience I have every had. We went into the store to purchase on 20 June...the sales men was friendly and we purchased two twin beds, a full size bed all with mattresses and boxsprings, a tall dresser and nightstand.The salesperson originally told us it would be two weeks for delivery. When we went to the "checkout counter" we where handed off to a lady that did not greet us simply carried on about her conversation or whatever she was doing, rang us up took my credit card and said it would be 2-6weeks for delivery...Huh weird I thought when 10 min earlier I was told two weeks but whatever we get the awesome pandemic has slowed everything down. Bottom line she was VERY RUDE. Fast foward three weeks, I call to check on our order and was they are still waiting on a "few items," called the next week and told the same each time and they said they would call when all items where in. Each time I talked to a very RUDE woman. About week five I receive a random call from PA, apparently the Ashley furniture customer service center for the area and they schedule us for delivery for 8 Aug (6wks to the day since I bought the furniture) and that I would receive a call the day before from the delivery team with timeframe, on 6 Aug I got a call again from the PA number verifying my address and telling me again I would get a call on the 7th. The 7th roles around and surprise NO CALL. I call the customer service number the morning of the 8th at 10am (when they opened) because the local store doesn't open till noon, and was told the delivery would be between 1pm-3pm, and I would get a call an hour before. So we cleared our kids rooms and got ready. 2pm roles around and NOTHING, called the local store and it rang and rang, called the PA store and after waiting on hold for over 20mins was told they wouldn't be able to deliver but would "make and exception" and deliver on Sunday the 9th BUT couldn't give me a time and I would get a call to confirm window that day.....SOOOO at 5-pm after not getting a call from the delivery team, I called the Ashley store in Dover again, I had to call at least 6times because no one would answer even though the store hours showed they where open, I got the same lady who I talk to every time and she basically told me that either the Customer Service folks in PA where lying or I was lying about them delivering on Sunday because they don't typically do that and she basically couldn't tell me anything and I had to just wait and hope they show up on Sunday. BOTTOM LINE worst customer service I have every seen, DO NOT WASTE YOUR TIME OR MONEY, they suck at communication and are rude (I say they, the sales person was nice but the lady at the checkout was rude and condescending and the lady Ive talked to numerous times on the phone...

was happy that this Dover store had a selection with delivery available to my new home in Milton DE. Currently, living in VA until my home is constructed I visited an Ashley Furniture showroom in Woodbridge, VA instead of making a 2.5 hrs drive to Dover. We found a Queen bedroom set we liked, called the Ashley Dover DE store and told them we have an Ashley Ad showing the sale price at $999. A Kyle confirmed they too have the sale, that they could honor the sale until 7-14-14, but that they would have to order it, as long as I drive to Dover and buy it. I made hotel arrangements, took time off from work, incurred costs to go buy my furniture. The day before my trip to Dover, I called the Ashley Dover store so they can have things ready... now they decided to tell me because Ashley furniture is a "franchise" that they could not honor the Woodbridge VA sale of $999 but could only offer it at $1600...

Of course I was livid, I was previously told they could offer the same sale, stopped my life, hotel, time off from work. .. a cost to me...

When I explained this to the manager he showed no sympathy, he called the other Ashley VA store his competition, and that he couldn't "giveaway" furniture. ... as if I was asking for a handout... NOT once did he seem sympathetic to possible mis-communication by Kyle, not once did he show any sympathy for misunderstanding, he remained tepid as if they can do no wrong. .m

We made our attempt to keep our money at their store, we even purchased $2500 of furniture the weekend before.

This manager gave me the feeling that I was poor and begging for a handout.

He expressed zero to no remorse for the potential of misrepresentation by his employee, it didn't even phase him how I explained I took time off from work, incurred hotel costs. .. this guy gave you the feeling of "too bad, so sad... not my problem".

I care about the employees their and their jobs, so I won't go so far as to say don't buy their products.

But.. don't put yourself in a situation where store manager displays a holier than thou attitude. .. they really gave me the impression they didn't care less...

By the way, Kyle and other floor salespeople treated us nice, and I accept that either he or myself may have misunderstood each other. .

But you get the feeling that they have run to the store manager as if he's the great Wizard of Oz... behind some curtain working magic. You get that used car sales feeling, and if the manager talks to me the way the way I perceived, imagine how he talks to the salespeople. ..

DON'T put yourself in a situation that you have to deal or talk to this manager, he really needs to brush up in his customer service skills.. .. used car sales lots gave you more sympathy. .

I am not doing business their again... I was planning on filling my 3300 sq ft house at a budget of $1000 to...