Ashley Store — Local services in Jonesboro

BUY SOMEWHERE ELSE! On Dec. 13th My Wife and I spent a little over an hour speaking to a pleasant salesman named Quin Williams. We were looking to get a sectional with a large ottoman. We discussed how nice it was to have an ottoman with our previous sectional and that we often used it for games and things and even used our old one as an in a pinch changing table for our kiddos when necessary. Quin was very professional and polite. We discussed pricing on a very large sectional with the ottoman and an extra armless chair to make the couch about two feet longer. He even sold us the over priced care plan. Didn't haggle him a bit and paid the full price that we discussed. $2300 and some change. We got through the process of delivery and there was NO OTTOMAN. I asked the delivery guy where it was. His answer was that it wasn't on the ticket so he didn't bring one. Fair enough. So i contact my salesman Quin. He says he has the day off but that he will be in the office later in the day and will figure it out and call me back. 2 days later I went to the store. I spoke to Chad Rogers at the desk that day and explained the situation. He said it sounded like an honest mix up and that getting me an ottoman at no additional cost shouldn't be a problem. Spoke with Quin again the following day and still no resolution. At this point i am tired of the run around and contact the customer service line. The first person i explained the problem to hung up on me. The second person told me to take it up with the store manager A.J. For a week he ducked my calls, or was conveniently with a customer every time i called. While i was trying to reach A.J. i was also dealing with the customer service center in Memphis Daily. I got a different answer with each person i spoke to. One kind lady told me to write a review about my experience online. WILL DO! I did speak to a very nice gentleman on Saturday December 21st by the name of Brian. He was very helpful and promised to put me in touch with someone over the head of the manager in the store since he would not return my calls. He was to speak to "Amiya" there in the call center. He assured me that Ms. Amiya would be contacting me that afternoon before the end of business. That did not happen. I spoke with customer service a total of 24 times over the course of 2 weeks. Day 7 i got in touch with someone who submitted an ER ticket which got an immediate response from A.J. the store manager here in Jonesboro. I explained the situation and that i had been corresponding with Quin via cell. Quin stated that he was sorry for the misunderstanding and that he would take responsibility for the mistake. I also told him about the nice exchange with Chad Rogers while i was in the store. A.J.'s response is that it's MY FAULT that i didn't check the ticket when the deal was made. The throw pillows that came with the couch weren't on the ticket either but they showed up when it was delivered. Now i understand how line items work. But this is a case of a manager being told by his employee that a mistake was made then the manager makes it the customer's fault. I returned to dealing with the customer service line.Two different calls i asked to speak to a manger and was told NO by the rep. I Tried asking for Amiya by name and she would not take my calls. With the exception of the one call from A.J. immediately after the E.R. Ticket was issued, Not a single phone call was ever returned. Finally, I asked a rep who the CEO of the company was. This Ashley furniture is run by the Dufresne Spencer group. CEO Chad Spencer. Over the course of ten days or so i left 2 messages for Mr. Spencer asking him to contact me about the issues with his customer service staff and his store in Jonesboro. No call back. I went 1 mile down the road at the intersection of Bittle and Nettleton and got THE EXACT SAME OTTOMAN cheaper than A.J.'s pathetically "discounted" offer. This has been a night mare. There was never a maybe. THE OTTOMAN WAS PART OF THE DEAL. QUIN WAS WILLING TO TAKE RESPONSIBILITY FOR THE MISTAKE. A.J....

First, I would like to suggest that anyone who is looking for furniture not go to this Ashley's Homestore. Yes, they had great customer service at the time inside the store to make a sale, but once you leave there, they wipe clean of their hands. We ordered a couch from there well over a month and a half ago, they ensured us that we will have our couch here on a specific date we chose. Two days before the ship date we received a call that they couch is on back order and we will not receive it for another 2-4 weeks. To my understanding, they have already charged my card. I called up there to confirm that the ship date is no longer what we agreed on, and when I did so, they told me the person in charge, Brad (store manager), is in a meeting and will give us a call back. 4 Hours later still no call, I called back once again, they said he is still in a meeting and will give us a call back. By this time the store is now closed. I called back the following day and again the exact same thing has happened. But this time I spoke with a person named AJ, very professional on the phone and said he would take care of everything and have a shipment date for me and have it expedited and have Brad call me back that evening. Again, no call or confirmation from Brad. So I made a friendly visit to the store to speak with him. He approached us after being paged, and I told him what was going on and his statement back was I thought AJ took care of it. Nonetheless, we just wanted a refund at that time. He stated he apologized for the miscommunication and will get right on it. Took down on credit card information and stated that he will get right on it to give us a Full refund. He told us that our money should show back up on our card in 3-5 business days. What was fishy is that he told us all the computers are taken up at this time and he will process it as soon as one becomes available. I was going to wait around, but he insisted that I go home and he will take care of it on his end and give us a call. But to my surprise, trusting who seems like a decent man, I never once received a call. So I decided to wait a week and give him the benefit of the doubt. A week after that incident, no transaction back on my card. Livid at this time, I called up to the store and spoke with a salesperson named Nicole. I told her the situation. She apologized and told me she was going to look into it and see if it was submitted to the accounting department. She called back thankfully and SURPRISE SURPRISE nothing was ever submitted. She was very pleasant and nice and stated that she will take care of it on her end, she even called back the next day and told her it has been processed. Today we looked on our card and they did not give us a full refund. Now tell me how we didn't get a full refund due to a restocking fee when there is nothing to restock because it was on back order? We went up there and spoke with Brad and he was not pleasant at all and stated that it is going to be a long process and multiple emails sent to get the entire refund. I cannot stand the amount of unprofessionalism that this man has. Needless to say I will never be going back to this store! And I suggest that anyone who needs furniture not either. I am not the first to have complaints on not receiving their furniture and or a...

Even though I live in Illinois, I was connected with this store in Arkansas via an online chat on Ashley Furniture's website. Adam, who identified himself as a manager, answered my questions; and told me he could help me get my order placed. He took the sales information, then transferred me to Lucas to finalize the transaction (sectional, love seat and sofa). The wrong sectional was ordered, which I immediately noticed on the invoice. I worked with Lucas to have the correct one ordered, and pay the difference. Overall, I was satisfied with the service....so much so that a couple weeks later, we decided to order more from Ashley. I gave this store my business once again, instead of ordering from the Ashley 15 minutes from my house. This time we ordered 2 nightstands, a dresser, desk and office chair. That is the last time Lucas was responsive. After that, he ignored every one of my calls and texts.

In October some of our pieces were ready for delivery. Mid-October, we received the sectional, 2 nightstands and dresser. The wrong desk was delivered. We were told it was ordered wrong, but that we had to accept it, and wait for the exchange. The delivered desk was knicked up---even if it was the right desk, we wouldn't have accepted it in that condition. Our local Ashley delivery team connected us with the local store to process the exchange data entry.

In November, we learned the loveseat from our July order was no longer available. Being it is a set, we asked to cancel our order. After 2 weeks of run around, we were issued a refund. We have been making attempts for the last 2 months to have the warranty portion of the sofa/love seat order to be returned with no response. We have contacted, and left messages, for every number we have connected to our transaction. No responses from anyone. When we do reach someone at the 800#, we are told we have to talk to the store. We have tried the store. They are unresponsive.

At the end of December we called Ashely for status of our last 2 remaining pieces (desk and chair). We were told they would be ready the first week of January. Last week they called to schedule delivery. Today was the day. We had the wrong desk ready to go, and were looking forward to our summer order being completed. Only the chair was delivered. The driver had no information on the desk, nor an order to take the wrong one.

We are stuck. The store is unresponsive. The 800# is unresponsive. I am at a loss on how to finalize all of this so we can move on. We have been beyond patient. I certainly hope one of the powers that be at Ashley sees my review, and helps to get this resolved. I would be happy to update my review, once I have received the furniture I paid for, and the warranty money I gave returned to confirm Ashley followed through with...