Ashley Store — Local services in Draper

I will never do business Ashley furniture in Draper. My parents picked out a sofa in their showroom and an associate named Allen helped them place an order for this sofa. When the sofa arrived it was a newer version of the one that was on the showroom floor. They had changed the design and made it taller, additionally, they sent a sofa in a vinyl fabric, which was not what they had ordered. They had ordered a microfiber fabric. Perhaps Allen did not know what he was doing when he ordered this sofa. Well, the delivery men brought the sofa into their house and set it up… my 80 yr old mom tried to tell them that this did not appear to be the sofa that she had ordered, however, neither of the delivery men spoke English and instead shoved an ipad in her face and told her to “sign.” So she did. She then called Ashley furniture in Draper and they said “Sorry, we can’t take it back, you accepted the delivery.” So she then started the process of dealing with their warranty department. So far, the warranty department has not responded within the timeframe that they stated they would respond. I will be pursuing a resolution to this now , which will most likely involve an attorney. If you wish to avoid these problems, do business with another furniture company! 0 out of 5 stars! Update: just wanted to give an update on the response from the company… I emailed the address given and they contacted the company in Draper. They still continue to state that the sofa purchased was the same as the showroom sofa. I went into the showroom and took pictures of the sofa displayed compared to the sofa received, they appear vastly different. They state that my moms sofa will look like that after two and a half years with hundreds of people sitting on it… lol. Well, I have no idea how a PU leather sofa will become microfiber on every last inch including the parts that aren’t even frequently touched by a human. They just ignored the fact that she tried to refuse the sofa to the delivery person all together. So, no resolution at all except to just double down on their refusal. Do business with another company. Update: the warranty department gave me the run around for an entire day. After posting this review, someone from Ashley corporate reached out. I responded and told them the same story.. they reached out to the local furniture store and then responded with, “sorry, the local furniture store stated that the sofa you received is the same as the showroom model” [and although you are completely unsatisfied, you are stuck with it.] I went to the local furniture store and took a picture of the showroom model and you can see the pictures as a comparison. Finally, I reported this fraud to my credit card company, they agreed with me, and they forced Ashley to provide a refund and come pick up their ugly PU Leather sofa. I stick with my claim, I will never do business with any furniture company that doesn’t have a sound...

UPDATE 04/2025

Do not ever contact corporate customer service, they are the ones who are absolutely no help and ruin the customers experience. Call the store directly!!!

I emailed the gentleman from the store reply on here and he was a world of help. Not only did he help get my item replaced but he had them deliver and pick up the old one! He explained the policy and how it actually works and apologized and did everything to rectify the problem. Which did make me feel much better about this whole situation! So do yourself a favor and call the store not customer service!!

The purchasing part of my process was awesome, the girl helping me was knowledgeable and able to answer all of my questions. which is the only reason I am not giving a 1 star review.

Getting my items was another story. When picking up my items from the warehouse, not once had anyone at anytime tell me I needed to unbox every single item to ensure they were not broken or missing anything. So not knowing that was something that I had to do we left. After we carefully unloaded everything and then proceeded to unbox everything, we got it put into the bedroom and noticed one of my nightstands was broken in two different spots, that made it wabble and the drawers be hard to open and close. I called the next morning ( Feb 6, 2025 ) informing them of this issue, she told me to email them pictures of the issues and they would email me back regarding next steps. Here we are Mar 19, 2025 and I still hadn't heard anything, I called the customer service line again and tell the lady the same thing I did a more than a month ago and she tells me they will not replace the item because I didn't check it when I picked up the items. Funny how someone can spend $2000 dollars somewhere, and then have the furniture store not do anything and in fact blame you for the item being broken and keep saying you should have checked the item at pick up! If that was something I knew I needed to do I would have paid the extra to make them deliver it. Not everyone has an enclosed trailer that they can pick up big items open the boxes they are in just to haul them home and have them be protected. I am extremely frustrated I spent so much money somewhere just for them to turn around and blame me. NEVER again will I buy, or refer someone to buy from Ashley Furniture Store. Y'all suck so don't even bother replying saying " We are here to help" cause no, the F...

My husband and I were shopping for a new dining table and took the two leaves out of a table we were considering buying. It fit 6 chairs, but uncomfortably so, especially if my family had dinner at the table. It would need at least one leaf in it for 6 people to fit well. After some consideration, we decided to not purchase it, so we tried to replace the leaves. However the table would not open, it was jammed. We tried several times to open it in order to replace the two leaves, and the table would not budge.

I asked a nearby sales associate, “Hi there, can you help us put these leaves back in the table? It won’t open.” And his response? He raised his voice with an angry facial expression and yelled “NOPE!!!” While shaking his head and walked away from the area.

Oh. Ok. That was weird. Usually sales guys jump at the chance to sell anything or interact with customers. But not this guy. So we walked away with the table stuck as is, with the two extra leaves propped up against the buffet next to it. Either way he had to put the leaves back, with or without our help, and I guess he chose to do it without. Another sales associate had to have helped him, it was wedged tight!

It occurred to me that the sale associate may not have wanted us to remove the leaves, but no one said anything and two other sales people asked if we had any questions while we sat at the table. Obviously they saw us. If they didn’t want us touching it, or removing anything, why didn’t they simply say so?

Good thing we dodged that bullet. Bad table, and worse sale associates.

Also to mention, the one guy who yelled NO at us, wandered around afterward scowling at us and walked quickly by, inches away from me. It felt like he was trying to intimidate me to have me step out of his way or something. Super weird egotistical guy. No matter, I didn’t give him even a glance. What a jerk.

*I added a picture of the table. I wanted to remove my husband in the photo, so I used the erase tool, which is the reason it’s slightly filtered at the end seat. It’s the Roanhowe Dining set that wouldn’t open, once closed without the leaves. You can see the two leaves we removed, leaning...