Ashley Store — Local services in Fort Smith

I have had the most disappointing service from Ashley Furniture Industries. I've been trying to use my 90 day guarantee on my original purchase. We received our original purchase on March 11, 2020. I called on April 7, 2020 to try to start the process of my 90 Sleep Guarantee. The first person I spoke to told me I had to keep the mattress for the full 90 day period before they could START the process. I felt uncomfortable with that as I was told in the store not to go past 60 days to avoid any problems, so I revisited the store of the original purchase May 9th. They told me I absolutely did not have to wait 90 days, but I did have to wait a full 30 and that was passed so they tried to help me get the process started. I sent in pictures and then called a few days later to see where I was at. They told me they needed more photos because they were not clear when I called the first time what I needed. I sent those in then I called and they told me I had to go to the store. I went to the store, again on May 31st to finalize there. We confirmed delivery and pick up on June 1st for June 3 between 10:30 - 1:30. We kept up our part of making sure everything was cleared out before they arrived, we donated our couch to charity in preparation for our new set that we confirmed delivery. We also had to take off work. We received a call at 10:20 am June 3rd, ten minutes before the schedule delivery window started and was told "we can't deliver your couches, we have to reschedule" and the lady on the phone hung up the phone before we had a chance to talk. We were told by several different people, it showed the order to be on the truck for delivery. Some people said it was all on back order. We keep getting different stories from different people, every time we speak to a person at this company. Finally, June 3th, we received another delivery confirmation or June 5th 5-8 PM. We had to rearrange a scheduled doctors appointment to make this time work. Then I received a cancellation email June 4th. So, I spent an hour and 12 minutes on the phone with Ashley call center. At first, I spoke to someone in shipping and she said it wouldn't be until at least Wednesday the 10th before they could deliver, maybe even later. She couldn't see what was in stock or not. We have out of town company visiting this weekend so, that wasn't really going to work for us. That's one day shy of the 90 days we have been most unhappy with our purchase. I asked to be transferred to someone to help me cancel my order. I spoke to Rob, a manager at the call center. Rob told me he could not help me. He said I had to go to the store to start my return process. We called the store, who has also been working, very hard to try to get answers and they too are getting the run around. I was told by that store manager that if he were to even try to start that process, he would lose his job almost instantly. Another conflict in stories. I cannot get someone one to help me. I honestly feel as though Ashley's 90 day comfort guarantee is a scam. I feel as though we are going to get the run around until it's too late and we are stuck with a miserable purchase. I will absolutely NEVER do business with Ashley again. I really want to speak to someone helpful. Someone that might possibly give an ounce of care for their customers. It's quite clear, those people do not work for Ashley...

The sales person that helped us WAS incredibly nice and helpful, however, the store didn't have the sofa I found online on their showroom floor. They had one LIKE it and that's what I was shown and what I based my decision to buy on (comfort, size, color, etc). I sat down and went through the purchases that I wanted to make and then was hit with the warranty fee and the delivery fee. I feel like if I'm there spending the fortune that I spent (in cash) that I shouldn't have to pay a delivery fee of $179! The worst part of my experience with Ashley is that I made this purchase 6 weeks ago and I JUST received my table and dining room chairs this week and I'm STILL waiting on the sofa that they didn't have on their showroom floor. I keep getting the excuse that the warehouse doesn't have it in stock yet. Well. Don't offer it as an item to buy if it's not available to buy!! I shouldn't have had to wait any longer than a week for any of this furniture. When the dining set finally arrived, one of the four chairs I received was the WRONG chair and had to be returned. The correct one will ship (hopefully that doesn't get screwed up) with the sofa next week sometime. Two out of the three chairs that shipped were so wobbly that I called the store and told them I was loading them up and bringing them in and they would be swapping them out with their showroom displays. Before I took the displays as a replacement, I tested their stability and they were fine.....as long as they were sitting on the rug that was beneath the table, but if you moved a few of them to the hardwood they too wobbled. Fortunately I found two chairs that were stable and I exchanged them.

I went to Ashley b/c I thought it would be a reputable company with solid, high quality furniture. I never even thought to read the reviews first b/c I foolishly thought the best of this company. I am not terribly pleased with their business practice. They got $3000 out of me in cash, on the spot, and I'm STILL waiting on my sofa and got wobbly, uneven chairs. I guess I can say that I'm not going to go back there. I feel foolish for spending that much money in that store and probably would have gotten more for my money down the street.

I'd also like to note that reading the replies from the managers makes me think that they're all automated responses b/c one gentleman pointed out that he had no order number but the response from the manager asked him to forward his order number so that he/she could follow up. Another customer didn't make a purchase at all, just said he's glad he read all of the reviews first and he too was asked for an order number. I'm feeling that pang of regret welling up...

I would like to start this review with stating that my floor sales rep Jeremy was the absolute best. He did an outstanding job of listening to my needs for what I was shopping for, and taking me through the store, providing details of all of the area rugs, I was interested in.

Now, despite the fact that Jeremy did his absolute best, and I put no fault on him for this review and the 1 star rating, Ashley Furniture in my opinion, has no concern for any customer, or potential customers. As well, despite making the purchase, after a day has gone by, I truly feel if I had known prior to entering Ashley Furniture about the stipulations in order to make any purchase in the store, I would have never shopped there.

Let me state clearly, I literally felt hostage by your store, because you display and advertise a price for your assets, but when it came time to make a purchase, only then I was made aware of a delivery only stipulation, and to be honest, the price $169 is absolutely ridiculous. But... Oh wait, we can save you some money on the delivery by joining our rewards program for $99 a year.

This is outright backing your customers in a corner, saying you can buy from us, "only" if you either pay a unbelievable delivery fee, or join some rewards program, otherwise, you're saying, I'm sorry Mr. Pendleton, if you don't agree to these additional costs, then we don't want your business.

I am not sure how your other customers feel about this, but I can tell you honestly, I am considering highly of contacting the place of business and canceling the purchase, getting my money back and buying from another furniture store that does not do business this way.

Ashley Furniture, your customers are the life of your business, why would force them in to ridiculous delivery fees or what you state is a better deal by paying a yearly membership fee?

Let me just be very clear, I wanted to shop at your store, and make a cash purchase with an area rug you had in stock, load it in my truck and take it home, it's that simple.

I would like to make suggestion for improving your current business model, give delivery options to your customers, offer them the rewards, but don't use it as a tactic for customers to feel forced to sign up in order to save.

Finally, I'll just say, I will never shop, nor recommend Ashley Furniture to anyone I know, or even do not know, but have conversations with.

I hope that that Ashley Furniture, takes this message to heart and makes the changes needed in order to better serve their...