Ashley Store — Local services in Farmington

1 star seems harsh but it is well "earned"...I bought a livingroom set here before Thanksgiving and was told the order would be delivered to my house on Dec. 13th - at a substantial cost of course (I watched it get scheduled). I was told that the delivery team would NOT touch existing furniture and to be sure it was not in the way.

On Dec. 12th, I still hadn't heard from the Store for delivery and I tried to call only to find out the only number listed for the store is a recording and doesn't allow for speaking to a real person (both the listed "local" number and the 866 one listed). I ended up in the store on the 13th asking about the order and was initially told I had not yet scheduled delivery. When I pushed the issue, I was told by the original salesperson that delivery had been cancelled (I was not notified). I explained I no longer had furniture AND had taken the day off to ensure availability for delivery but there was very little empathy, only an offer to reschedule. I asked to speak to a manager about "customer care/satisfaction" and I was told the store had a new manager but was unavailable - I was also told a discount would be sought and I'd be called later in the day to let me know what that would be. No call ever came.

I ended up back in the store on the 15th and once again spoke to the original salesperson. After she consulted with someone, I was told there was nothing they could do beyond offering me a $40 discount (on a nearly $3,000 purchase). I told them to keep their discount and that I'd write a review outlining the facts. I was once again promised a manager would be contacted and the discount would be larger. Late on the 15th, I did get a call telling me nothing could be done and I'd have to contact the corporate offices to plead my case.

The complete lack of concern for a customer was overwhelming. Not only did I remove/repurpose the old furniture as per their directions, I completely wasted a full day of work at my own personal cost. I'm told my delivery will be fulfilled in JANUARY but, given all the failed promises to date, I'm not holding my breath.

Showroom selection is impressive and lures people in but it's clear they have nothing in stock AND have no regard for the customer after the purchase is made (even when the delivery of the purchased goods is not yet fulfilled). I'd simply say...

1/10 experience. Unsatisfied with our purchase and time spent with this company. Came here almost a year ago with a budget and the seller mistakenly missed ordering the middle of our couch to stay in that budget. Then had to order $400 or so more to not have a really weird looking couch with a missing middle piece. After months of not being able to get a hold of anyone during covid. The couch we chose was an L and ended up being the wrong side of the L which caused our couch to not fit in our living room any way we put it. It was also in the middle of the door way. After another few months of trying to talk to someone or get a call back we finally went in and were able to speak to our seller about an exchange. We immaturely chose one online and did not see it in person. Terms of this were to keep our couch until we got our new one along with a chair. The chair showed up about a week or so later but they took our couch. After three weeks of not having a couch and finally getting a hold of someone they said we would not be getting our couch for a month and we had some family coming in. Our poor saleswoman had a cow when she found out they had taken our couch when they were not supposed to. She thankfully worked really hard to find one to make it up to us but I am positive she no longer works there and reassured to us how sorry she was and often brought up how this store often makes mistakes like this. Our couch was delivered and we are disappointed in ourselves for our choice. It’s more like a fouton than a couch. We feel like we lost a lot of money from what our couch was before to now. We don’t want to sound pessimistic or too hard to please but this experience has caused a lot of stress over the long year of this happening and at loss to now do with the products we have. Will never be using this store or recommending their products ever again. Oh and not to mention the brackets under our 7 month old bed from here broke after 5 months and our newest couch pillow zipper is broken and the bed part bar on the couch is completely broken. We are also not anymore rough on our furniture than anyone else. Their products are very cheaply made and I am completely disappointed in myself...

This whole experience has been horrible. We went in on black Friday to take advantage of some of the deals. We ended up buying, a kitchen table and chairs, sectional couch, king mattress and adjustable base. Our original delivery date was set for Dec. 13 (2 weeks out) they said due to the table. They called when the table came in early and said they could deliver everything on Dec. 11. They delivered everything EXCEPT our bed. The manager said corporate screwed up the delivery date as the bed wouldn't even be available until Dec 20! We had gotten rid of our bed to make room. So they told us to go back into the store and pick out a comparable mattress that was IN-STOCK. We went back to the store, they showed us king mattresses that were in stock. They didn't even want to honor black Friday pricing we ended up having to pay over $300 extra. On black Friday our sales lady told us if we spend over $2,000 on a mattress we would get a free mattress (our total for the mattress alone ended up being $1,999.99 so we were 1 penny off), after having to pay the extra money she said she would look into the free mattress deal only to turn around and say the deal was actually for if you spent over $3,000! Regardless of that we paid the extra money and were told we would get our bed on Dec. 12. Then they called and said "Sorry the bed we sold you was actually already sold to someone else so it's not in stock!" they said it wouldn't be until after the 20th now. Then later until the 26th. Then i got a text, email and 2 phone calls on the 28th to confirm delivery for the 31st. which i confirmed. This morning I get a new text saying delivery date for January 4!! I have been on the phone with several different people from Ashley for over 3 hours, NONE have been able to help with anything other than transferring me to someone else where I am on hold for 30 minutes, repeat my story, then get transferred again to be told that Ashley in Farmington is NOT a corporate store so they can't help. This is Not the first time that I have ordered close to $10,000 in furniture from Ashley but it will be the last! They lost a customer this...