Ashley Store — Local services in Inverness

I recently ordered a bedroom set to be delivered several days before Christmas. When the delivery men got to my home none of the spoke English. As they were putting the bed together (I paid the for the service), they found one set of the screws were not the correct size. After many attempts to understand the issue they stated they were told by their dispatch to bring the bed back and they would reschedule. This was only several days before Christmas and I had family coming who would need this bed to sleep on. I called the Inverness office and talked to Robyn the store manager. I told her the situation and that I wanted the bed to stay in the house and not be sent back. I told her that none on the three delivery men spoke English and I needed them to understand that they were to leave the bed. She said that was impossible, one of them had to speak English as that is Ashley policy. I assured her none of them spoke English. She did get the dispatch on the phone and they were told to leave the bed. She said she would get tech out to help me as well as give me credit on my order. I told her my husband and I (67 and 71) would go get the correct screw size and try and get the bed together and would let her know. The delivery men were very rude and they were not going to unpack the boxes with the rest of the bed. I did get them to unpack the bed frame slats before they left. They asked me to sign off on the delivery and I refused. We went and got the correct screws and without instructions, we put the frame together in about an hour and a half. We went to put the slats on the bed (to support the mattress) and we found that while the delivery men had unpacked the slats, they took the hardware. I called the Inverness store to let them know and I told them the situation. Whoever I talked to told me she worked with Robyn and they were aware of the situation. I told her we were going to try and find the right hardware and put the slats together ( I still had not heard back from Robyn on getting a tech person out to complete the job). We found the part and got the rest of the bed together. It took us another hour and a half. I called the store to try and talk to Robyn to let her know the situation. I was told she was out to lunch (this was at 5PM). I called back an hour later and the store office was closed. I called the next day, and Robyn was still not available and did not return my call. I called her the following day and still no response. Robyn never called me to find out what was happening, never contacted or scheduled a technician, never returned my phone calls and I never received any credit for putting the bed together ourselves.

I really liked Karen the sales representative that helped me with my purchase, but the customer service from Robyn the sales manager was...

My sister, Evelyn Dupuy wanted to purchase two twin xl mattress for my husband and I cause we just moved here from SC. So we could help her due to health reasons. While we were there we started looking at loveseat recliners, our space is limited and we explained all this to the gentleman helping us. So size mattered. The had a couch in the store, but not the love seat. The gentleman said he could order the loveseat for us. The measurements were around what would work, but when he showed it to me on the website, I said it looked small. My husband and I are fairly large people and I wasn't sure it would be comfortable for us. The gentleman said that we have 30 days to return it. So I was willing to try it. We even called the day before delivery to make sure that it wasn't going to be a problem. Customer service confirmed that we could return it. They said try it for a week, so that's what we did. I called to day to have them come pick it up and was told that you don't have a return policy!!😡 If I had ordered it on line, then I could. I never got to physically see the loveseat and never sat on it with my husband. It was ordered on line in the store, because I was purchasing mattresses. As far as I'm concerned it was a online purchase!! The problem I have is that everyone that was at the store that evening was fully aware of my concerns. If there was a no return policy why wasn't that told to us. Why wasn't I told that I needed to go home and order it from my computer so that I could return it if the size wasn't going to work out for my husband and I?!? Customer service and the store told us that we could return it!! Also know one said to make sure that it is good before the driver leaves. Evelyn said that the young man dropped the corner of the box on the lift when he was trying to get it out of the truck. I was so focus on the size of the loveseat and it not be big enough for us, I never mentioned it to the gentleman about dropping it. I noticed a small piece of leather missing on the corner. My husband and I tried the loveseat out that evening and we both said this isn't going to work. We gave it a week and we're still not satisfied. We can't relax at all. It's not like we just changed our minds, it's truly not comfortable. We all have purchased from you in the past from Georgia and Florida. I don't believe we will ever purchase from Ashley furniture again. Definitely not a customer service company! Very disappointed...

First, I want to say that I never give bad reviews. I mean never! I believe that businesses can have good days and bad. Mistakes can be made, we’re only human. So, I can forgive minor mistakes. However, my recent experience with Ashley Furniture will be my last with that company.

I purchased a couch and 2 outdoor chairs in June for a new house that I moved into. We had no furniture at the time and I eagerly awaited the delivery. The chairs arrived on schedule. The couch didn’t come when it was supposed to. I waited a day or 2 thinking that it was running behind due to Covid or something like that. No couch, no phone call, nothing.

So, my husband and I went to the store to inquire about the couch and it turns out that the salesman never ordered it. I was then told I’d have to wait another 2 weeks. Mind you, we had been sitting in camping chairs for 3 weeks. But, ok. I agreed. We got our couch almost a month after we purchased it.

About 6 weeks ago, one of the outdoor chairs broke. The metal ring at the base just gave out. I’m no heifer. This was not caused by over use or misuse. I just sat in it one day and went to the ground. So, we went back to the store.

The chairs were still under a manufacturer’s warranty, luckily. Brittany at the Inverness store helped get a claim started and she said someone would call me within a week. No one called.

So, I got the number and called the warranty department. The recording said that they had an unusually high call volume and to leave a message and someone would return my call within 24 to 48 hours. So, about 48 hours later a fellow named Damian called. He scheduled a service visit. Damian and Brittany earned the one star in this review, by the way.

The service visit was on September 9th. The gentleman ordered the parts to fix the chair and informed me that it could take up to 2 weeks to receive them. So, we waited. After 20 days I called and left another message. No return call after 48 hours. 3 days ago I left another message. No return call.

Today I went to the store and spoke to Brittany. She couldn’t give me any answers. She couldn’t call anyone to see what the hold up was, because the have no direct contact with their warehouse. Can you believe that? She said she would send an email. After all of that I still have a broken chair and no resolution.

Moral of the story... don’t shop at...