Ashley Store — Local services in Jackson Township

We found a glass desk on the Ashley furniture website for $189, with free 2-day shipping. We had a $200 store credit from a previous purchase of furniture ($10,000+ of it) and figured I could use it for this purchase. Nope...good only "in store". OK...so we went to the closest store...

We were greeted by a salesman, told him what we were looking for and even showed him the item online. He looked it up and told us it was $259 and could not honor the online price. I get it...the store has overhead. My girlfriend wanted to talk about it.

After about 10 minutes, we went back up to the sales counter and was told by the attendant that our salesman was attending to a "pickup in the back". A female salesperson was summoned, shown the item on my phone, and was told we wanted to purchase it. She looked it up, credited the sale then told us it would be a $60 delivery charge.

I asked if I could just pick it up at the store and she told me they don't have store pickups. I was just told my previous salesman was on a "pickup" and the attendant then told me I could pick it up in store. Oh...I was expecting a canned response but NOT an outright LIE! I was then told it would be 3-4 weeks.

With a perplexed look, I asked why it would take so long. She replied that the desk "comes from the manufacturer" and "they are custom built" (Back to back LIES! This thing was plainly marked "Made in China" right on the box. Maybe she believed it was custom built in China???) then shipped to their warehouse in Maple Heights, then shipped to the store.

I finally got the "custom built" glass desk...only after I called about it first. Nice desk, but I am rating the service aspect in this review. If you absolutely don't have to go into the store, order it online. The nameless, faceless world of online shopping would have bettered this...

We recently purchased a dining room set and a living room set from Ashley during their Black Friday special. Rob dealt with us and he was very friendly, down to earth, and helpful as we searched the store for what we needed for our first home. The cash out process was relatively quick and painless, or so I thought. When we got to the car we didn’t think our paperwork was correct. We went back into the store and the manager saw the mistake and quickly fixed it. And Rob even texted me to apologize which I thought was classy, we really appreciated him. But I just checked my bank statement and I still to this day don’t think we received any discount for the Black Friday special……

The more I read about this company I feel as though many people have experienced a discrepancy in what they pay. It’s really unfortunate because I have been raving about the products we purchased! And I have to say that everyone we encountered at the store in Belden was extremely helpful.

My advice, shop here, great products, great people, but be very careful during the cash out process. If there is a special make sure you get what’s advertised because I don’t believe we did.

I need to update this review. This store makes things right. They contacted me, were apologetic, and as everyone should understand things happen. We have been properly charged now and really have some respect for their customer service. We also LOVE everything we purchased from Ashley: our sectional, ottoman, dining room set, and a tv stand is on the way. Shop here, great products and...

I am extremely disappointed with my recent experience at Ashley. The purchase process itself went smoothly, but everything that followed has been incredibly frustrating. It seems that after they got my money, nothing else matters.

When I purchased my mattress, my salesperson Lisa assured me that I could exchange it within 30 days with no issue. Unfortunately, the mattress I purchased—costing thousands of dollars—is extremely uncomfortable. Not only has my salesperson and the store completely ignored my numerous attempts to get in touch, but I am now being told that nothing can be done until after 30 days. This is completely misleading compared to what I was originally told.

This is not my first time buying furniture, and I have never experienced such poor service. In most stores, a salesperson follows up to ensure the customer is satisfied, and if issues arise, they are addressed promptly. At Ashley, however, there has been no follow-up, no accountability, and apparently, no option to return a mattress if it turns out to be unsuitable—even after just a few nights. Most furniture stores in the area allow a return for a refund, not just a forced store credit after such a negative experience.

This was my first time purchasing from Ashley, and based on this experience, it will certainly be my last. I consider this an expensive and regrettable lesson. I will attach screenshots of my text messages showing my repeated and unsuccessful attempts to contact my salesperson.

I expect this matter to be reviewed and resolved...