Ashley Store — Local services in Geneva Township

Truly one of the worst retail companies I've ever been a customer with. The staff at this store are nice people. The problem is with this company's policies

My wife is 7 months pregnant, and we bought a chair for her to nurse. At first we had to wait 14 days for the delivery, which I think is pretty normal, how it goes. Then, they delivered the product without giving my wife a chance to see if the chair worked. (I was out walking the dogs, bc the delivery process is disruptive and makes them hard to control)

Guess what? It did not. The recliner won't recline!

I immediately went online to try to talk to customer service, and they made me waste 15 minutes of my time before telling me that they couldn't help me, and I needed to call the 1-800 number. 1-800 number called us back and basically couldn't solve the problem either, telling us that they would need to do an exchange and that they'd call dispatch/delivery. Delivery tried to get their guys to come back and get it (remember that 15 minute delay from online customer service? Screwed me here), but could not. They claimed they might be back either a day later, or later this week, and would call us back shortly.

Instead they emailed (no call) to tell us it would be 11 days later,rather than tomorrow, or three or four.

They clearly have no policy in place that prioritizes the fact that sometimes they deliver defective equipment, and that they should make up for the fact that they sell and deliver broken stuff. All in all, this is a one month wait for a chair we need for feeding our baby, bc their delivery people were in too much of a rush to do basically quality control on an 800 dollar recliner. Which I mean fine, they're on a schedule. But then, when they deliver a defective product, they do nothing to fix it in a normal amount of time! Sorry about your broken chair! Too bad, wait 11 more days even tho we said we might be able to switch it out in a day! Guess our policies are completely made up! Let's see what mood we're in tomorrow maybe you'll finally get a product that works! Maybe not!

Bottom line, Don't shop here, or any other Ashley store. Low quality products and no process in place to correct mistakes, other than "go to the back of the line"

Edit#2: They sent the wrong color!!! Have to do AGAIN! //E: so today is the day that they rescheduled the delivery, and yesterday they told us they'd be here between 2:30 and 5:30. However then they send a text to us earlier today saying that the estimated time of arrival is 12:30. 12:30 comes and goes now it's 1:30, 1:30 comes and goes now it's 2:20, now 2:20 comes and goes and it's 2:50. I call them at 2:40 and they tell us that the delivery window is between 2:30 and 5:30. It's 3, driver has been at stop 5 since 11:30 and the icon has not moved since then.

Why do they even bother sending us this stupid text message estimate system, when the numbers they are giving us on that system are made up?

Instead of wasting 3 hours, waste 5! it's valuable to them as a company to waste their customers time, on the very very slim chance that one of the drivers will be early. Ashley does not care if people who pay $800 for a chair have to clear their entire schedule just on a small tiny chance that they might have Furniture delivered (keep in mind we already did this same thing 9 days ago!). There's no way they were ever coming at 12:30, it's 3pm and the app says they're still on delivery 5 in the same spot as 11am (again, bc it's all made up data!)

They want to offload the "time wasting" risk on to their customers. Ppl can't just take deliveries, there are processes ppl have to do before a driver shows up. It's not just a quick easy event. I cannot stress enough what a terrible company this is, and how you should have nothing to do with them.

Not a remark about the Geneva location or the delivery staff (they should check products before they leave tho), but this is where we spent our money. The issue is the corporate policy, which feeds fake info to customers to cover the risk they refuse to bear...

I wish it were an option to leave no stars. If you're thinking about purchasing anything from this company, don't! I placed an order for a sectional back in March of this year; I was originally told that it would take about 2 months for the furniture to be ready (not a problem at first). After waiting almost 4 months I took it upon myself to finally take this issue up with the store manager after getting nowhere with customer service after numerous phone calls where I was told something different each time. Miraculously as soon as I did that my sectional was then ready to be picked up, funny how that works. I picked up my furniture on June 30th, brought it home, and as I was taking it out of the packaging noticed that every single piece had a defect. One piece came with a black stain on it, another had discoloration, there was another that had a hole in it, and the rest had strings hanging off of them from the seams as if it were coming apart. I did what anyone else would do and called the number to report it, I was told that nothing could be done unit it had been in my home until 72 hours which seemed odd to me so I asked why they wouldn't want to know this right away so they knew that there was no foul play from customers? I was told that that was their company policy and to call back after that time frame, so that same day I took pictures of everything (which thankfully I still have and they show the date as well of the phone record for that day). I called back after 72 hours and finally thought we were getting somewhere; Veronica (the customer service rep) worked efficiently and had me email her the pictures so that she could process the claim. She called me back a couple of hours later and said that the claim was denied for an exchange because the furniture had been in my home for over 72 hours...what? I explained to her why I waited so long and then asked her how I can process the return, she told me to go into the store. I went in yesterday and was told that they can't process a return in the store because the furniture was already in my home and they gave me another number to call. I got into my vehicle and made the call. After speaking with Jerzain (another customer service rep.) and explaining everything to him, he told me that he had escalated the issue and that management was going to look through their phone records for June 30th to ensure that I actually called that day (not an issue with me because I have proof that I did) and that they would call me within 24 hours. Well here we are today, never got the call so I called the number AGAIN and had to explain everything all over again because you can never get ahold of the same person and the representative actually chuckled and told me that I was not going to get a return because they couldn't do that and that I had to go into the store to do so. Now I am waiting to hear back from a manager as I requested to speak to someone higher up because at this point I am absolutely infuriated with this company and their lack of customer service and professionalism. I will never be doing business with this company ever again nor will I be recommending them to anyone...

If I could zero stars, I would.

We purchased a couch and initially, our sales rep, Greta, was accommodating and we placed the order.

Once we got home, we measured our space and found the couch was too big and decided two days after placing the order that this couch will not work for us. The couch had not been received.

We called our sales rep ahead of time, letting her know we were heading there to look at other couches, explaining the issue. When we got to the store, we looked at couches but there wasn’t one in the size and color we were looking for.

We told Greta that we needed to unfortunately cancel the order. She said we should get two love seats, tried her best to save the sale. I understand that since I myself have been in sales for over 12 years. I respect the hustle.

Where she absolutely crossed the line was trying to guilt my family, saying she works solely off commission and will now be losing commission off our sale. While she was storming off, my fiancé asked if we would have confirmation of the cancelled order. She waved us off, saying it would be 8-10 business days.

Okay, fine. She’s upset, I’m not the person to leave bad review and I know that we all have bad days.

Where this low rating is coming from was the fact we called customer care, the following day, to confirm the order had been cancelled. This purchase was for just over $5k and important we have an estimated time of receiving the refund.

The customer care team explained the order had NOT been cancelled. Had we not called to confirm we were getting our refund and listened to Greta, we would have waited and waited for our account to reflect appropriately.

I would not suggest shopping here, in the case there’s any issues with your order, the hassle to cancel and poor customer service when sales reps don’t get their commission is absolutely ridiculous.

The purpose of a sales rep is to help and assist your customer in making the best selection to meet their needs.

If you’re going to go about your presentation guilting someone to purchasing an item that doesn’t work, maybe you’re in the wrong business. I am absolutely appalled from the attitude we received, misinformation and lack of follow through.

I hope the manager can coach their team appropriately in sales and customer care basics to avoid this...