Ashley Store — Local services in Jefferson City

We found a bedroom set that we liked online, so we went to the store to take a look. While there, found another piece of furniture also. The staff was very helpful in the store, good conversation, friendly, helped us find what we needed. They said it would take some 2-4 weeks depending if it was already available in the warehouse. Purchased everything by phone the next day, September 12th. Few days later husband received a text to provide a rating, did not respond. About a week later received another prompt to which he did not respond because we had not received the items yet. Called 3 weeks later for an update, left a message for Dalton Burr – no call back. Called two days later and left another message for Dalton and still no call back. Called a third time (Oct 5), talked with someone in the store who was not able to give an update on our order. No call back. Almost 2 weeks later (Oct 17 – now 5 weeks since purchase) I went to the store to find out the status, was told that “it wasn’t ordered for some time because of a new employee”, by their words it was excusable, because “people make mistakes”. Explored about options to back out: were told we’d be responsible for 25% restocking fee. Finding out later on, the furniture was never ordered and finally got ordered THAT DAY, Oct 17 – five weeks later. Did we get a phone call to follow up, let us know about update on expected delivery, unfortunately no. Go to the store again on Oct 27, inquire about update on delivery, was told items should be in the warehouse by Nov 3rd (Friday), hence can expect delivery shortly after. Nothing. Finally receive a call on Nov 13th to set up delivery for Nov 16, which makes over 2 months. All items were delivered as ordered; however, the bed could not be put together because a wrong set of side rails had been ordered and a mirror could not be attached to the dresser because the holes did not line up. The delivery people were good, quickly called in to let them know there was a problem and said that the store would contact us. No call from the store. Husband called the store and talked to Dalton, he said he would check on it and call back. It’s now four days later, we have yet to hear from them. Meanwhile, we fixed the mirror on dresser ourselves because no idea when they would send a tech out and if they did, would it be done correctly. We are waiting to hear back to know when the new side rails can be expected. Unfortunately, cannot do that ourselves. In the meanwhile, no bed: the headboard and foot board stacked against the wall.

All in all, we were very pleased with the delivery people – outside contractors – arrived on time, informed us about the wrong items, called the store, etc. Unfortunately, very disappointed with the staff, Dalton as our main contact (in Ashley store Jefferson City TN). Yes, nice talk in the store, friendly and all, but no follow up. Even worse, everything on their side portrayed as “justified” because “people make mistakes”, however, if I wanted to back out, I’d be responsible for 25% restocking fee. I don’t see us going back to them: no customer service, no follow up, only...

Terrible experience — avoid at all costs

If I could give zero stars, I would. I rarely leave bad reviews, but my experience with Ashley Home Furniture has been absolutely awful from start to finish. I waited over TWO MONTHS just to get my furniture delivered — and even then, the nightmare was just beginning.

When the delivery finally happened, they forgot to bring the coffee table, two end tables, a nightstand, and even the lights for the headboard. On top of that, I was told I didn’t need a box spring for the bed and mattress I ordered — which turned out to be completely false.

I had to call multiple times just to get someone to fix the situation. I waited an extra two days for the coffee table, and even then I had to go pick it up myself — despite being told it would be delivered. I ended up telling them to cancel the end tables and nightstand altogether when they said it would take another 3–4 weeks for those to arrive.

They offered to waive delivery fees and give me a free box spring to make up for everything — only to later say I didn’t qualify for it anymore because I canceled the tables. After calling them out on that lie, they finally gave me a box spring… that was covered in dirt, dust, and hair, and had no protective cover.

I also asked for updated paperwork showing the price changes — they said they’d email it. Two weeks passed and still nothing. When I called, they claimed to have sent it — turns out they had my email wrong the entire time. And to top it all off, I financed through them and haven’t received a single bill. They keep insisting my financing is through Wells Fargo, even though my paperwork CLEARLY shows Synchrony. They refused to help and wouldn’t even provide a phone number to call.

The staff were friendly — until the sale was finalized. After that, they became rude, dismissive, and totally unwilling to help. The salesman I worked with was Kevin. When I called to speak to a manager about their repeated screwups, the manager actually hung up on me when I got understandably aggravated.

When I later called about the financing issue, I was told they couldn’t help and could either request a call back from a manager or speak with Topaz, the customer service rep. I’ve dealt with Topaz before and she’s consistently rude, so I asked for a manager to call me instead. I never got a call. When I followed up later that day to say no one had contacted me, Topaz cut me off mid-sentence in an extremely rude tone, claiming she had tried to call. My phone showed no missed calls, and she left no voicemail.

One last thing: all the “great” reviews here? The salespeople ask customers to leave a 5-star review in exchange for a $10 bonus. I did it too at first, but I’ve since changed my review to reflect what actually happened.

I would gladly pay double at another store just to avoid ever dealing with Ashley...

update: the store manager still haven't reached out to me and the owner replied to my review " thanks for your feedback. i started getting all my furniture from knoxville wholesale, i will never purchase anything from ashley again. the protection plan is a scam!!

Update: The store manager reached out to me over a week ago and promised to contact the head of the department to ensure that I was taken care of. It has been over a week, and I'm still waiting for someone to call. A sales representative from the store called me and invited me to a call, but I'm never going back to that store.

Update: I purchased a king bedroom set and a queen bed separately and was offered Ashley's protection plan. Given the nearly $8000 cost of the furniture, I decided to invest in the protection plan. Recently, my furniture sustained some damage during a move, so I contacted Ashley to inquire about the process for the protection plan. They provided me with a number to call, and I proceeded to file a report about the damage. Over two weeks, I spent a lot of time on the phone with different agents discussing the claim. After two weeks, I received a call informing me that my claim had been denied. I was surprised because I had been told at the time of purchase to contact them if any damage occurred. I do not recommend getting the protection plan it is a big scan and Ashley will try to help you

I went to the store to buy a bedroom set and paid more than half of the amount. I was told they had most of the pieces so that I would receive them in a week, but I waited more than a month. They finally decided to deliver part of my order, and I am still waiting. I will never ever purchase anything from this...