Ashley Store — Local services in Greenwood

Updated review 6/11/24: My couch was delivered on 5/31 with a tear in the LAF corner. I asked the driver what the process was for replacing or repairing the couch and if it would go against the warranty I paid for. Several phone calls between myself and the driver and then myself and customer service ensued. They went back and forth with what options we had and they were never on the same page. I was told they could replace it with a new piece that day because they had 2 of the same piece at the DC. I was then told they could pick up the damaged piece and replace it in two weeks or I could wait for a “professional” to come out and repair the fabric so it would look brand new. I was told again that they would have someone come out and pick up the damaged section and replace it with a new one that same day. It’s 6/11 and I have yet to receive a call from someone. So I looked up the store hours and phone number and noticed they weren’t open at the time (9:40a) but there was an option to start a chat with someone. I decided to go that route thinking it would be easier. No, it was absolutely infuriating. The agent asked me to confirm one thing at a time and I had to wait several minutes between each question. I provided a screenshot of the order summary that detailed all of the information they asked me for, it also included pictures of the driver’s notes about the tear and photo…just to be asked questions that were answered by my screenshot. The chat agent told me she couldn’t see my order because it was placed at an “Ashley Partner Store”… I’m sorry but the name on the store says Ashley Homestore so I really don’t care who owns it or what it is… they should be able to assist. The agent advised me to call a number and I did so only to be put on hold by a robot, hung up on after waiting 5 minutes, then asked to take a survey on how well they assisted… I called the customer service number that had been calling me on the day of my delivery, had the same incident happen and got disconnected and asked to take a survey again. I told the chat agent that I wasn’t able to get through to anyone and she gave me the number to the store I ordered it from. I called that number and was immediately transferred to the call center. I told the agent I was expecting to speak to someone at the store I ordered the couch from and she advised that the store probably has their calls automatically routed to the call center (why??? It was after 10am at this point so they were not closed). The call center agent was brought up to speed on everything and I was told “I don’t know what that agent is talking about, they should be able to see your order.” After 20 additional minutes on hold I was told the recovery team would contact me with an update in 24-48 hours.

At this point I am considering looking into returning the whole $3200 couch because this is absolutely insane.

Original Post: We had originally planned to spend the day browsing for couches and Ashley was our first stop. We stopped at two other places after but ended up back at Ashley. We went from browsing to purchasing a new couch AND a bed. Rayanna was our salesperson and she was amazing! She made the process quick and easy. She is so obviously passionate about her job that she almost talked me into picking up a part time job there! We are already trying to decide what furniture we...

We recently moved from Texas to Indianapolis/Greenwood area. We had ordered a new sectional from Ashley in Texas, to be delivered to our new home in Indy. This went without a hitch at first. Sectional came, they put it together, threw the large pillows on it and left. All good? No. Later when getting comfy on our new sectional while moving the pillows, we noticed the top of the sofa did not line up where it was put together. Turns out the larger “sofa” piece is deformed, not going up straight and a gap grows apart from the “loveseat” part of it. After going back and forth with Ashley in person and over the phone, there was no option to exchange a faulty piece of furniture, they would only “repair” it. We chose to deal with it. Thinking this must have been a fluke because of past successes with Ashley, we went into the local store to find a small sized kitchen dining set. We did, and had a great time with our salesperson. He even gave us his cell number so we could contact him if needed. All good? No. The set delivered the following weekend and low and behold, it was missing the footers. The crew said they would get them ordered ASAP. We also sent the salesperson a text about it with a picture of an upside-down table. His response was “oh no!” He would contact the DC to see if the box of footers was left behind. Haven’t heard from him since, even after polite follow up messages. We received a text from Ashley how our Saturday delivery went, on Tuesday, in which we responded with a picture of the upside-down table and explained no footers. A few hours later we got a text stating they were shipped out Tuesday!’ So, on Saturday the crew put in to order them ASAP, so Ashley rushed right to it and ordered them AFTER our texts on Tuesday! Very disappointed in Ashley, who over the last twelve years and six work relocations, we have spent thousands of dollars on furniture. Needless to say, we will never use them again and if asked by friends or family about Ashley, our response will be to go somewhere else. We don't really blame the salesperson as he simply sells the furniture. We were simply looking for help to deal with the other part of Ashley after getting so much of a run around. Update: We received a shipment from Ashley which had the wrong parts. Dealt all day with trying to contact the right people to speak with and get the right parts. After speaking with someone we will be receiving the correct parts in 7-10 days. Unbelievable Ashley! Still have an upside-down dining table in our kitchen. Stay tuned… Final update: Ashley was unable to ship us the footers for the dining set table, communicating to us it may be sometime early to mid-July. We asked for our money back and for them to pick up their unused set, and because there was no availability of parts for this set or an equal exchange of this set, Ashley agreed to pick up the set and refund our money. The Ashley experience has been very negative for us. The right hand does not communicate with the left hand, and it leads to a miserable customer experience....

Our first visit at the store the sales person was knowledgeable and great. We were just browsing that day and going to make our purchase a week later. we come back a week later to make our purchase knowing exactly what we want. The original sales rep was not present so they had someone else help us. We told her exactly what we wanted and all we had to do was go through the approval process and signed the paperwork. She did not seem to understand anything we kept reiterating what our minimum payment could be. We told her over and over our budget set at this amount every month she kept telling us “you can just pay whatever you want every month”. We informed her that’s not how credit works. You don’t get to just pay whatever you want. Can you confirm what our payment will be monthly. None of the screens we were shown showed a monthly payment. We were only shown the total amount there was literally no monthly payment show we were. We were given verbal confirmation multiple times of the payment . The bill then comes in a few weeks later and it is three times the amount we were quoted. We returned to the store and talked to the store manager. He continued to tell us that all we had to do was call the credit card company and they would adjust the payment to what we wanted. We kept trying to inform him of the sales reps lack of knowledge and how it doesn’t seem legal that she was giving us a quoted minimum payment if she was never provided one by the credit company. He continue to say that he hired her so he knows she’s a good worker.

Later on the manager tried to argue with us that my billing statement was because I didn’t understand how to read it. He tried to tell me that $160 monthly bill would be paid off in one year (the total is over $3k) that’s why the bill was so high. That was completely incorrect as well.

I did go ahead and contact the company who it was credited through as suggested by the manager and they informed me that they cannot change the minimum payment. They also told me “stores cannot advise a minimum payment because their [ credit card company] generates the payment that the store does not have access to and we never should’ve been put thatsituation. “

It feels as though the store is operating on illegal practices of promising monthly payments just to get a sale, but they have no control or say over and then once the buyer is then struggling because it doesn’t meet the strict budget they had set the store is completely apathetic and hold no responsibility And no consequences to their actions. We tried working with the store manager and he just got frustrated that we even had a complaint.

It seems as although they practice deceptive pricing and are just concerned about luring customers into the purchase and hiding any true cost and it seems almost like a...