Ashley Store — Local services in Fort Wayne

BUYER BEWARE

(Dont trust your salesman order unless you know exactly what their system code means and that you have a copy of every piece of paper signed, otherwise you will pay the price of their mistake.)

On the evening of 22 June 2025, I had a delivery for furniture show up from Ashley furniture. Once the furniture arrived and was brought into the house, it was apparent that what was being delivered was not what we thought was ordered. The delivery drivers then took all of the furniture with them saying to call the store.

Upon calling the store to get this sorted out, I was told that by the representative, that I am responsible for ordering the wrong furniture. Due to this, I need to pay a 15% fee and handling/delivery fees to get what we originally wanted. When I told him that the picture we had is correct and the orientation delivered was wrong, he then sent me a DIFFERENT picture that showed an incorrect orientation. When pointed out that these pictures are different orientations, his reply was that our signature was on the paperwork and thus we are at fault. His response was to talk to the Sales manager the next day.

When I called to speak with the Sales Manager as per the rep’s instructions, the next morning on July 23rd, I was given the same options. The manager admitted that the paperwork was different and there could be confusion between them. It was then reiterated that because I had initials on one set of paperwork and not the other, that is what they went by. The Sales Manager said I could have called and had our ordered corrected at any time, but there was 0 response when I pointed out that the picture of the correct orientation was given to us and thus not change our order. The manager insisted I was at fault for not changing the order when I didn’t have anything to indicate something was wrong, specifically because not all of the paperwork was given to me.

During the sale of the furniture, the salesman drew out what the layout we wanted with the new chaise/console/sectional we would purchase. During this, we also sat in the correct orientation furniture as the floor model was exactly what we wanted. I even joked with the salesman that we would take the floor model if they didn’t have a brand new one. During the processing of the sale, the salesman asked if what we ordered was correct and I asked if it is the same as the floor model; he then responded ‘Yes.’ During the setup of the sale, the manager on duty on July 5 2025, had to assist as the salesman was unsure of using the system. Between the salesman and manager, neither corrected the order based on our question of it matching the floor model. When we had left the store, the salesman sent us a copy of the originally drawn layout. This layout was drawn correctly in the orientation that we wanted and matched the floor model picture we took.

The only actions I was given to rectify the situation via the store manager was:

1. Pay a 15% fee with a second delivery charge to get the furniture we originally wanted
2. Return the furniture (the furniture we don't have) and then pay a 30% fee

Ashley Furniture's only option in moving forward is for us to pay more money on top of what was already paid (and withdrawn) in order to resolve the situation. Trying to work with the store on a solution was only met with frustration because the only path available to me is to pay additional money for a...

AVOID Ashley Furniture!!!! We purchased and ordered a chest of drawers and picked it up without incident. But after unboxing at home we discovered significant damage. There was a major dent/smash spot on the top of the chest, A 2 inch crack on the left frame, all of the cross boards were separating from this "frame". Also the frame was coming apart from the left front and left back of the chest with approximately of a 1/4" of separation. There are also several loose screws on the left side of the frame. In addition the drawers were very hard to remove and did not open and close easily. So much damage on the chest that it should easily be considered a total loss. We called the Ashley store as soon as they opened the next morning. Ashley 6334 Lima Road Fort Wayne IN 46818. They asked us to send picture and video of the damages to their service department via email. All of which we complied with. Their proposed solution was to order parts to repair the frame of the chest. No mention of the difficult drawers or the smashed top, or the front and rear separation from the sides. And they would inform us when said parts arrive and WE would need to bring back the frame unit to their service department for repairs to be completed. Who knows how long this would take. And it would not address all the damages. From my understanding particle board and engineered wood can NOT be satisfactorily repaired anyway. We purchased a NEW chest of drawers. Not a refurbished one. The one we received came damaged at no fault of our own. Which is absolutely terrible, as the chest was seemingly dropped or mishandled somewhere in their own supply chain. And should have never been passed on to us their customer. So this proposal was not acceptable to us. We then called the store manager, Luke Rittenhouse??, hoping for a NEW replacement or a store credit to buy a different chest. He told us that his products may be of poor quality but its okay because other stores (Walmart, etc.) don't sell perfect products. Absurd! He said that they do not offer replacements or refunds on any purchase. Whether said product arrived damaged or not. The Ashley website states that is does offer refunds and replacements on damaged items. But never the less I asked him to forward the stores policy on its no refund policy, he said he would text it to me, but he never did. That also seemed super unacceptable. So Ashley furniture just steals customer’s money. Or offer them refurbished products’ claiming they’re new. AVOID THEM! If I could give 0...

My fiance and I had an absolutely wonderful experience thanks to Tim Zickmund at Ashley Furniture . From the moment we walked in, he greeted us with a friendly smile and a genuine willingness to help. Tim’s knowledge of the products was impressive—he listened carefully to what we were looking for and offered thoughtful recommendations that fit both my fiance and I’s style and budget. What really stood out was Tim’s patience. We never felt rushed or pressured into making a decision. Instead, he made the entire process smooth and enjoyable, walking me through different options, explaining materials and warranties, and even helping me visualize how the furniture would look in our space. Thanks to Tim, we found exactly what we needed and left the store feeling confident and excited about our purchase. It's rare to find someone who combines professionalism, product expertise, and exceptional customer service so effortlessly. Highly recommend working with Tim if you're shopping for furniture—you’ll be in great hands!

My fiancé and I also recently purchased a mattress and Ashley Furniture with the help of Malachi Silmon, and the experience was excellent from start to finish. He was professional, well-informed, and respectful of my fiancé and I’s time and budget. What we appreciated most was his ability to explain the differences between models clearly, without overselling or applying pressure. He asked thoughtful questions to understand what we needed and guided us toward options that made sense based on comfort, support, and long-term value. His product knowledge was solid, and he communicated everything—from warranties to delivery—clearly and efficiently. Overall, Malachi made what can be an overwhelming decision feel simple and straightforward. We would absolutely recommend working with him to anyone in the market for a...