Ashley Store — Local services in Indianapolis

UPDATE:(original review below)

While our experience with purchasing our furniture went well, shipping/delivery has not. We purchased our furniture on Aug 24. They offered a delivery date of Aug 29. We were not available that day, so we scheduled it for Friday Sept 1. We prepared for the delivery, moved all of our old furniture (including our bed!) so we could be ready. By 11:30 am, I started to wonder why they hadn’t contacted us, so I called the store to follow up. It turns out we weren’t scheduled for Sept 1 delivery. They asked us if we had received any texts or emails, so I looked and NO…nothing. So then they proceed to say that it’s scheduled for Sept 6 in their system. After letting them know my disappointment with the entire situation, they said they would talk to the manager and get back with me. I asked them to confirm Sept 6 delivery date (this is all happening on Friday) and got NO RESPONSE. Fast forward to SUNDAY (10 days after purchase/2 days after trying to figure it out) I get an automated text message from Ashley to “schedule my delivery”. So I call and the soonest delivery date available is Sept 7. We are currently sleeping on our old mattress on the floor.

We come to find out - by reading the fine print on the receipt (after searching it for the confirmed delivery date) - that they don’t schedule the delivery IN STORE. You have to wait until they text you (like the one I received today) and then schedule it. And then they will text you again 24-48 hrs before delivery to confirm a time frame. You must confirm this time to avoid delivery delays.

I really wish this would have been clearly explained to us. The fact that I am getting the “schedule your delivery” text 2 days after the day the furniture was supposed to be delivered (10 days after purchase) indicates that we were never put in the system in the first place. When I asked them to confirm Sept 6 delivery date, I got no response (at this point, I’m assuming we are in the system?) Then 2 days later I get an automated call to “schedule delivery” which I scheduled for Sept 7 (Sept 6 wasn’t an option) Needless to say, I am frustrated by the lack of communication and follow up. I hope this review lets future customers know the delivery protocol for Ashley so they don’t get stuck in the same situation as us.

ORIGINAL REVIEW: We went to Ashley Furniture in Castleton to get an Entertainment Center and new mattress. Goddess Gina greeted us right away and was very patient as we made our decisions. They have a wonderful mattress selection! Sealy/Posturepedic, Temperpedic, and Sterns and Fostrr. Gina demonstrated all the thrills of the adjustable bedframe and let us take our time testing each mattress. She and her colleague were very knowledgeable about the beds, unique qualities, etc. We finally settled on a mattress. You have to purchase the mattress cover/protector, but it comes with a 10 year warranty. If anything gets through the protector…you get a new mattresss and protector for FREE. Don’t forget to get a couple of new pillows while you are there! As for the entertainment center, it was listed at a high price in store but they honored the (official furniture store) website price, which in this case was less expensive/on sale. They are delivering and assembling the entertainment center (I am SO DONE with the online furniture assemble-yourself stores!) WIN WIN! Gina fills in on the Northside but she typically works at the Greenwood store. If you want a good selection with furniture for every budget, I highly recommend visiting Gina at...

My husband and I went to the Ashley location in Castleton on September 30, 2023. I had seen some furniture on their website that I liked. Unfortunately, they did not have the furniture on the showroom floor, but we're very helpful in finding something there that was similar in height and depth to what we were wanting. The associates at the store were very helpful. We ended up buying 2 couches and 2 recliners online with the help of the associate in store. There was a large delivery fee already, so we decided not to pay extra for the "white glove" delivery. The earliest they could deliver it was 11 days after we purchased it, which was fine. Day of delivery, we received the 2 recliners and 1 couch. We were never told beforehand, that the second couch would not be delivered that day. We did not find out about that until the delivery person told us that it wasn't at the warehouse, so it was probably on backorder. After the delivery men left, we set to putting everything together. The first recliner went together without a problem. The second one, however did not fit together correctly. I immediately tried contacting customer service for help. It took several tries and several different numbers before I was able to speak to a human. The customer service rep told me that even though the chair came broken and we had it for less than an hour at that point, I would have to wait until a repair technician called, then came out to assess the damage. When asked about our other sofa, he was as unaware that it had not been delivered as we were. I was told that I would have to wait for customer care to contact us about the other sofa and that a repair tech would call within the next 5 business days. We have 7 people in our home. We had taken all of our furniture out, because we expected to have it all replaced. Instead, we were left with one couch and one recliner with no date as to when we would get the rest. A few days go by and we are told that our other sofa will be delivered 10 days after our first delivery. 5 days go by and we have not heard from the technician department. We contact customer service via text message and are told that they have tried to reach out to us several times, but we're unable to reach anyone. I was also told I had to send more pictures of the damage even though I had already done so through email the first day. Someone is always home at our house, the number they had to contact us was our home number and we never got a call or message left. I was then told that someone would contact us by the end of the week. I gave 2 more numbers to the customer service person that the repair department could text and/or call. Today the other couch was delivered and it is the end of the week. This couch came with feet, the first one did not, even though they are exactly the same couch. Also, we still have not heard from the repair department despite giving them 3 numbers they could contact and being told they would do so by today. I am angry about,annoyed, and disappointed in the service we have received since leaving the store. The only reason they got a one star is because of the in-store service. I have bought several pieces of furniture in my life and have never had this much trouble. Not only will we never go back to Ashley, but I regret going there in the...

I usually do not post reviews, but this place is complete trash. The delivery team is the worst part about it. I ordered in store a bed set this consisted of a bedframe, dresser, nightstand, and a mirror that is supposed to be attached to the dresser . It was set for home delivery And everything came except for the part I wanted the most the mirror. The delivery man brought everything in except for a mirror. He was not going to inform me that it was apparently on a whole Nother truck and would be supposedly coming later. The only reason he let me know that is because I asked myself where is the mirror that I paid for? he kept saying that his supervisor was bringing the mirror in another truck and will put it together himself. How does that even make any sense? He then had me confirm that the truck would bring the mirror later the same day and had me sign something. I then received an email after he left of a delivery confirmation on this delivery confirmation, it said that everything was delivered, including the mirror and then it had pictures of everything that was delivered yet there’s no picture of a mirror so why would you check that off and try to confirm it. What type of scammers is Ashley furniture hiring? we wait just to see if what he said was true and of course it wasn’t no other truck came so we proceeded to call the customer service line. at this point me and my grandmother are playing phone tag with these people because why do we have to call multiple times and why are we getting multiple different answers which are all a bunch of lies!!! one person is telling me that it is no longer coming today and that I now have to fill out a form because these delivery people lied. While another person is telling us that it is on its way and that the truck is still coming today to drop off the mirror that I spent MY MONEY on. as a delivery person is it that hard to just give me every single one of my items???! now I’m over here stressing these customer service people all they did was lie because nothing that they said was true and nothing that they said happened. We then tried to call the actual Ashley furniture store that I purchased the stuff at and the manager had an attitude and every time we try to talk and explain the situation we were cut off. I don’t know what type of people are a part of Ashley furniture but they are nothing but MONEY HUNGRY LIARS. These people do not care that your stuff will go missing. these people do not care that you are wasting your money and your time because I literally had to take a day off of work for this delivery just for everything not to be here??! I am stressed and I am irritated that nothing has been done.Will I ever get this mirror? I do not believe so either I need a refund or I need what I paid for NOW!!! BEWARE OF THIS LOW DOWN DIRTY COMPANY!!

Update: They finally delivered the mirror but of course they still did something wrong because these people can do nothing right!! All I see is them scrurry out of my house and when I come to see the mirror I look over and one of my items is on the floor broken. These people broke my property didnt say anything and ran out the door before I could notice!! DO NOT DEAL WITH THIS COMPANY OR THESE PEOPLE!! They use the most sketchy trashy delivery drivers known....