Ashley Store — Local services in Gilbert

Re: Ashley Furniture Gilbert AZ. After a couple of visits to a few stores I went to this store to order Living Room and Bedroom Furniture. I was very specific in what I wanted and very deliberate in communicating what I wanted to my sales person Audrey. I have no doubt that I clearly communicated what I was ordering. I went over the bedroom set a couple of times and even pointed out the coffee and end tables in a different area asking if they were the same color. Audrey assured me they were the same color and the only difference was the lighting. I was showed the discounts I was getting and given a total for everything I wanted. I made a quick attempt at negotiating but only was offered a $100 of my more than $10,000 purchase. Audrey ten proceeded to take my payment from my debit card drawing cash directly from my checking account. Unfortunately she hit my card twice for over $10,000. The store realized the mistake that evening but no one reached out to notify me of the EXTRA $10,000 THEY TOOK FROM MY ACCOUNT. I only realized two day later when I went to ZELLE money to the person who helped me clear out my furniture. I immediately called the store in Gilbert and Don " The Acting Manager" tole me he would make a call and get back with me in 10 to 15 minutes. Twenty Five minutes later I called the store back and was told Don had left. In amazement I asked where he went telling them he was working on a rather important issue for me and I was told he went to lunch. This starts the pattern of no-one calling me back. I was told the Store Manager was off. I was told they had to call corporate and then I was told corporate said the Store Manager would have to call me back in the morning when he was in............ Then my order arrived at my house...... when they were done setting up I asked where my coffee and end tables and my tall dresser where. I was told that that was all they had and they were a contracted delivery company, oh yes and by the way they told me how bad Ashely Furniture was..."Lots of troubles". Well.. now had had to call the store back again inquiring where the rest of my order was and I was told that is all I ordered...... I told the Lady on the phone what I had ordered and what was missing she was gong to try and help and would call me back... when she was hanging up I could hear her say " BOY SHE REALLY FUC&%$ THIS ONE UP. Once again no one called back. When I called back I was told I would have to talk to the Manager in the AM. When Ryan called me in the AM I relayed this lengthily story and he said he would have to discuss things with the Regional Manager and get back with me. the solution he offered after a day and a half was a 10% discount off of the items that were missing off of my order. He told me there was no mark up in his furniture and that was all they could do. I told him that I needed the stand up dresser and would be by to get it. We stopped by AMERICAN FURITURE WAREHAOUSE on the way to Ashley and found the same exact Dresser and entire Bedroom set for almost half the price of what I had paid. I called Ryan the Manager at Ashley and told him I was A.F. Warehouse and I was looking at the dresser he was charging me $900 and had no mark up in for and the price of $498 at A.F.W.. I asked if he price matched and if he would price match the order I had already received. I received a credit of $678 on the Bedroom Set he had no mark up in????? On a weekend that I should have been enjoying my new furniture and some Corn Beef and Cabbage I spent it trying to find my way through Ashley Furniture Hell and no one at Ashley seemed...

I will never shop here again and tell anyone who asks to go someplace else....Ashley furniture was having a 50% sale and a friend had gone in to order some furniture. She saw a bed frame on display similar to one I wanted (the Norrister tufted & winged headboard) and forward me the info including the significantly reduced price. I checked it out online-viewing the photos, then went into the Gilbert location to see the display model. Based on what I saw online and in the store I ordered the California king bed frame. That Saturday my bed frame was delivered. The bed frames in the store & online did not represent what I received. Ashley furniture does not make different size headboards for California king beds, they sell you a king size headboard (wider) and use different bed rails to accommodate he narrower/longer cal-king mattress. I was not informed of this at all when I placed my order. So I received a bed frame with 3x 5 inch gaps on each side between the mattress and wing, exposing the painted wall behind my bed. The bed rails, which were about 3 inches wide on the display model, were 6 inches wide on the bed I received. I went into the store, with photos of the differences, and asked to return the bed. I was told that's how the bed frames come and any bed frame I purchased would be that way! The manager offered to do an exchange. I declined as I wanted that style headboard and if every bed frame the sold had the same design wouldn't the holes exist even with a different headboard!?! The manager then told me he would contact the regional office and see if they could do a refund, but I had to pay to have it picked up and they would refund sales tax etc! Seriously!?!? He gave me a card and said they let me know. Four days later I hadn't heard back so I called the store and was told they still hadn't heard from the regional office- but I could come in and exchange the bed. Friday night I went into the store in person and spoke with a second manager. Again I showed him the photos and explained what happened. He said"no problem, let me set up a date to pick up the frame and the refund will be processed the next day. Great (or do I thought). I received an email from him Saturday afternoon asking if I could come into the store that day. I responded stating that the could not make it Saturday but could come on Sunday. No response. Emailed again. Nothing... called. No managers available. Finally my husband and I gave in and decided to exchange the frame for a king size. It required buying a new mattress but we needed one anyways. So I go in and they process the exchange. Even though the king size was $200 cheaper and is currently on sale for less than what I paid it's an even exchange and I don't get any refund- but I don't have to pay a delivery fee. Yeah- don't have to pay a delivery fee because exchanges can only be delivered on weekdays. So I schedule my delivery for Wednesday, take the day off work and wait for my bed frame. I confirm the delivery date when Ashley furniture calls on Saturday and again via text Monday when I get my delivery window. 15 minutes before the start of my window I get a missed call with a voicemail stating that I need to reschedule. I call back and the customer service rep isn't sure why my bed isn't being delivered all she can see is that something happened on the store end. She tries to contact the store but can't get any help so she tells me she left them a message and they'll contact me to reschedule. Worst experience. To be...

This is a long one but PLEASE READ! Worst experience we’ve ever had. My girlfriend and I visited the Tempe location about a week or so ago to look at a bed. The store was doing a 50% discount plus a additional $100 off if you tried the mattresses. Unfortunately my girlfriend wasn’t sold just yet and we left without buying. Fast forward to today, we decided to go look at the bed again but in the Gilbert location. This time she found another frame that she fell in love with. As most guys know when she finds the one that’s it. The search is final over! We were helped out by a sales woman named Eve who honestly was excellent. She really cares about what you are looking for and truly wants to find the best thing for you. However, this review is not about her it’s about the Sales Manager Ryan. After showing Eve the bed we wanted she told us that if we bought a mattress that she could work out a deal to get the bed free. Obviously we entertained the idea. After going back and forth we decided that we just wanted to get the bed frame and an adjustable base. The Store Manager Ryan told us that we could still get a great deal. After he spent some time working on our order he showed us how he gave us a great discount on the base but by doing so we HAD to buy the extended warranty ($300). Sales price on the base was $2300 and we were getting it for $1000 plus the warranty. We thought we were getting an amazing deal!! When asking about the additional $100 we were offered the last time we were in, Ryan told us that no we weren’t getting it but the deal he is giving us is better. So we ended up walking out the store with the bed frame and adjustable base for $2300 and change. Upon looking at the receipt we noticed the the warranty was for a split king which was different then what we wanted. looking up the prices for the warranties online we noticed that the same adjustable base was being sold for $890 on the Ashley website!!! We drove back to the store to find out why there was such a big difference. Ryan gave us some story about how online prices are always going to be different and that he was unable to match the online price. He claimed that the deal he gave us was the best that we were going to get. And that our delivery fees were totaling close to $300 and he was only going to charge us $100. At this point we decided just to cancel our order altogether. We drove to the Tempe location next and to make this long review shorter, we walked out with the same items for just under $1800. The salesmen Phong and the Sales Manager Ryan (yes both are named Ryan) were amazing. They honored the 50% off plus the additional hundred dollars that was previously promised and the online price for the base. Grand total, just under $1800. Over $500 cheaper!!! If you are looking at Ashley than go to Tempe. We will never go back to the Gilbert location. Ryan will lie to you and make you feel like you are getting a deal but in the end he is just a typical salesmen! Stay clear...