Ashley Store — Local services in Florence

Do NOT shop here!! I should have never made my 5 star review before hand after they insisted we would leave one while in the store, the smiles and “sincere” help in the store was all show. I deleted it though to post this and hopefully get other peoples attention so they know bc now we know how they truly operate and treat people.. it’s sad honestly. Save yourself from any headaches and hardships seriously! My husband and I came in and made it very clear that we would need the movers/delivery men to move our old furniture into another room, I am 6 months pregnant and my husband was unable to move the furniture himself, we discussed all of these details in the beginning, again during the conversation and at the very end in which each time we were told continually it was absolutely no problem at all, the sales associates name was Emily, she even said she wrote a note in the system for them so they were aware ahead of time but several times confirmed with us it wasn’t going to be a problem, bc we told her specifically we wouldn’t be able to make the purchase if that was an issue at all bc we wouldn’t have anywhere for the new furniture to go without the other furniture being moved. We found out she was a new girl but regardless, the managers Terry and Lakita took absolutely no accountability for it at all, instead they spoke to me and my husband very unprofessionally and rudely, basically stating we were liars saying “that is not how we train our employees so I know that wasn’t said from one of my employees” when it absolutely was. It was 7 weeks after initial entrance into the store and then speaking to the delivery department to confirm that they were aware of the notes that were made and wanted to ensure a smooth delivery and awareness when they arrived & that’s when we were told their delivery men do not move any other furniture, so we called the store and spoke to 3 different people who were managers after speaking to two sales associates to be transfer to them, spent two weeks of phone tag and back and forth for a simple problem that should have been resolved with no issues. A mistake made on their part and they made it such a huge deal to give us our money back and then when they finally said they processed it they charged us a $500 cancellation fee when this was not a matter of we decided we didn’t want/like the furniture, it was a clear mistake on their part they were unable to fulfill and wrongfully took $500 from us. They have absolutely no good morals when it comes to customer service. They smile in your face in the store and the moment they have your money, they could care less about you and will argue to the moon and back with you if there is any issue whatsoever. We are unbelievably disgusted by their actions and treatment in how they treat their customers. Don’t let them take advantage of you, there are many other options and places for furniture than a place that is just sitting on their high horses waiting to trample and screw you over very quickly. We even came back after having an issue with them in July when we moved here last year when they sent us a broken table and we wanted them to just cancel it bc we had already waited 8-9 weeks for it to be delivered and didn’t want to wait another month or two for them to send the replacement and they refused to give us our money back and said a refund was not available. So we waited another 5 weeks for it to be delivered which was very frustrating. This is the second and last time they have mistreated us as customers. They are just out to get whatever they can from you and do not genuinely care about you as a customer or future customer, they made that very clear to us. We still aren’t even done furnishing our house but this will never be a place I go to anymore bc of how incredibly wrong they continue treat...

This review has been over 2 years in the making as I waited for Ashley to do the right thing. I purchased a bedroom set in September 2022, which cost over $5,000 (paid with cash, even more if we wanted to use a card). As soon as it was delivered and put together, I noticed a bowed rail on the side of the bed, which also had a small hole in the fabric. I immediately notified the store and they told me that this collection was being discontinued. They said Ashley would only be manufacturing remaining orders and replacement parts so they put in an order for a replacement rail. And for the next 2 years, I called and emailed numerous times with no answer about whether I would receive this item up until the last 6 months when they told me there were no more pieces for this bedroom set available, despite being told 2 years ago that they were ordering the replacement. I then asked for a refund of the cost of the rails since they were a line item on the invoice at a cost of $175. I got a call back that they would only offer me a $100 store credit. This is not an acceptable alternative given that the brand new furniture was delivered damaged at which time they were notified immediately and I was told they would get me a replacement. I declined the store credit and asked to speak to a manager, of whom I had spoken to about this situation before. She never once called back when she said she was going to and in fact, she never called me back at all after my last call. I then was contacted by the shipping department who miraculously found a set of rails after 2 years! This seemed fishy but I told them to deliver them anyway. Low and behold, we opened them today as we are reassembling the bed in a new bedroom and THEY ARE DAMAGED TOO! These damaged even worse! There is a huge chunk of wood missing from the corner and the slats look like they have been used. I don't know what funny business happened over those two years but these are not brand new rails- it's almost as if they were returned damaged from someone else because there's no way a brand new set would have appeared out of thin air after 2 years. Now I'm stuck with damaged rails, no refund for the damaged goods, and there's no way they are making more of these. I have spent countless hours on the phone with the store and the shipping department and it is one of the worst customer experiences of my life. The company should be ashamed for giving people a run around after investing such a large amount of money into a purchase. I should have gone with my gut and ordered from Pottery Barn, it actually wasn't that much more expensive. The furniture would have been higher quality and the customer service better. Absolutely my last purchase at Ashley and beware to all you potential...

Should have waited til service was fully completed to leave to two five stars reviews I did before. We shopped here when we first moved here and the service was great in the store, the delivery took longer than we were told, everything was delivered fine however except for one of the tables was brought in with the leg broken, the guys were about to walk out when we were like um this leg is broken & they were like “oh so you want us to take it back?” Um yeah, we didn’t pay for a broken table. Anyhow, we didn’t want to wait another several weeks so just told them to cancel the table that was sent broken, the lady argued with me very unprofessionally about not getting a refund, my husband ended up getting the phone and just asking when the soonest they could redeliver it and we waited another 3 weeks so it was about 11 weeks total. Well fast forward 6 months later, we came in to get more furniture but made it very clear we would need the old furniture moved into another room and we were told that wouldn’t be a problem at all, well 7 weeks later we are told our order is ready for delivery set up and when I called to confirm everything we were told that the delivery men would not be moving any other furniture other than the furniture we got from them. So long story short I spent two weeks going playing phone tag back and forth with the store to talk to the appropriate person. I spoke to Jennifer originally and she was very nice and helpful, she was very sincere and understanding and tried to work things out for us. I ended up having to talk to Terry the floor manager, I guess above Jennifer the sales manager & he was not as friendly at all, didn’t apologize for anything or say anything back when I said we liked shopping there it’s just been an unfortunate event of things not working out like we hoped/expected and all he said was “yep.” Honestly, Jennifer should be the floor manager if that is his kind of manager attitude. I will never understand how some people get the positions they do and it seems like the most hard worked and more eligible ones get overlooked. The service in the store is great here, just don’t know what your going to get once you leave and everything is in motion. Good luck! I hope everyone else’s experience goes a little more smoothly and your concerns/issues are actually validated and respected like...