Ashley Store — Local services in Jacksonville

Update: Nightmare experience with Ashley. Part 2. Had our furniture reupholstered yesterday and it was a shabby job, the saga continues as they’re sending someone back again to fix it. Sharing pictures of what’s underneath the pricey cheap furniture that this store peddles. Beyond appalled and regret making purchases from Ashley. Also to the generic response this review has received - I have zero interest or inclination in being on the phone to customer service yet again. I have, however, already emailed customer service about this with the pictures I’m currently sharing here - which if you were competent, wouldn’t take you long to find.

Part 1. Chose to buy multiple pieces of furniture from the Jacksonville, NC store because we liked our salesperson and he wasn’t pushy like the countless other furniture stores/warehouses we visited. It was a pleasant experience until payment and delivery - which was, and is, an absolute nightmare! Every single piece of furniture from Ashley that has been delivered has been damaged (from bed panels to bed feet to a brand new couch stained with RUST?! and torn fabric!) This standard of service is unacceptable on so many levels for the prices we pay for mediocre furniture. Imagine paying thousands for a brand new couch, having to wait 2 months and it still ends up being delivered torn and rust stained. In this instance, I immediately got on the phone with customer service who are an absolute joke - will leave you on hold for hours, promise updates to fix the problem, and then go radio silent for two weeks while you have to chase them down for answers constantly calling the number and emailing them. The delivery team also likes to arrive way ahead of time with the damaged goods - say your delivery slot is between 2 and 5, and god forbid you work for a living and take time off of work to be present at the location of delivery during those hours, they like to show up unannounced at 12 (?!). We’ve been lucky that I was at home multiple times when this has happened but I can only imagine if I had showed up at the scheduled time, and I would have missed them because they can’t stick to a schedule or believe in the courtesy of a phone call, automated or otherwise. Manners are also apparently not a priority at Ashley with some of the delivery team just walking into your house while the door isn’t even halfway open yet, and being rude and surly. We were planning to buy more furniture but we will not be doing it at Ashley - it has been an awful two months of waiting, being delivered damaged goods at every delivery made, and subpar, borderline trash customer service. I write this review as I’m on the phone to them for yet another update on the damaged couch. It has taken so much of the joy of furnishing a brand new house and we deeply regret giving Ashley furniture any business. We did do our research and the reviews online were less than encouraging but we chose to go with them because of their salesperson, Tony. However, all the following experiences make the negative reviews we read ring true. Be cautious while buying from Ashley Furniture stores if there is...

Rachel was a blessing in our bed seeking experience; she had informed us that we had arrived at the perfect time as certain beds had been marked down just the day before for some tremendous deals on mattresses AND adjustable bases!! My Fiancé and I ended up going with the Serra Arctic Hybrid Medium Mattress WITH the adjustable base for the markdown price of $1999.99, when the previous price was $5,499.99! Rachel also gave us an amazing deal on a bedroom furniture set, cut our delivery fee(for our mattress) in half, and marked down 4 Large Pictures in addition for us to take home same day! Our Bed arrived the next day, 2 hours early! Within the bedroom set we got; the bed has under bed storage, as was compatible with our mattress and adjustable base, 2, two drawer night stands, a large dresser with Vanity Mirror, and a 5 drawer chest o’ drawers! We are however awaiting the arrival of our bedroom furniture set, but it’s definitely worth the wait with all the savings we acquired upon our visit! My Fiancé went with their 48 month financing option, as it is interest fee, with NO penalty to pay it off early if you choose to do so, in addition to that option, we also got another $300 Off our entire purchase! All in all we got an amazing mattress, an adjustable base, a waterproof mattress cover, two 2 drawer night stands, a large dresser and mirror, a 5 drawer chest o’ drawers, an all inclusive furniture care kit, with fabric refresher, spot cleaner and leather cleaner, as well as 4 large pictures, for less than $120/month!! I would highly recommend Ashley Furniture and HomeStore to anyone and everyone, especially if you’re planning on working with Rachel to better and further the seemingly ever so painful and grueling task of buying furniture, as she made our experience a much better and delightful experience than we ever could’ve imagined, let alone asked for!! Thank you Ashley, but more importantly Thank you Rachel for all you Insight, Advice and Knowledge that you provided and brought to the table to allow My Fiancé and I the wonderful experience we had with you!! We look forward to working with you again...

Update: Ashley furniture has gone above and beyond and I am so thankful this company has integrity when it comes to handling problems. TCW furniture was utilized to fix our couch and they were AMAZING. We are excited to continue doing business with Ashley furniture and furnishing more rooms. I am certain this will be a lot smoother for future purchases. Thank you!

I am so saddened at my delivery experience. The delivery men were very nice upon arrival but definitely did not care about the furniture. Upon arriving to my home, they had an issue getting the couch through the door. Instead of considering it too small to bring the couch in, they took off the legs and aggressively pulled each leather cushion in one by one as the other pushed from the other side. The back cushions are not removable by the way. The couch was also placed on the ground as the evolution was going on. There are so many scratches all over the couch. When putting the legs of the couch back on, they stripped the screws so bad that it will be nearly impossible to remove again. They were so angry and very frustrated at the experience as well. The couch should have been protected as it was rubbed against wood and metal around the door and door frame. What a terrible experience and there is nothing I can do about it until Monday. Based on the reviews I am terrified of how this will be handled. The couch is not repairable and it’s “not their problem”. I should have taken a video of how aggressively they pushed the couch through the door. I will update this review as I go through the week and get in touch with...