Ashley Store — Local services in Kochville Township

Sam H was so helpful while we were picking out our new couch set. She allowed us space and time to look through our options, determine our price point and make a decision. She provided some really helpful input to help us while making our final decision.

1/3/2025 edit: I wanted to spread some awareness so others do not make the same mistake that I did. I had been in the market for new home furniture so I decided to head into Ashley HomeStore - Saginaw on May 27th. The sales agent helped me pick out a nice set and chairs for ~$2,000 so I paid in full that day with the estimated order time to be 4-8 weeks. That whole experience was great. What wasn't so great was the next 5-6 months since then.

I contacted the store on July 18th to let them know I hadn't heard anything about scheduling a delivery. I was told it wasn't even 8 weeks yet (it was 7 weeks 3 days according to google).. I waited to call back until September 16th when I was absolutely certain 8 weeks were up. Up until this point I hadn't received any other communication from the store. The Sales Agent called me back and let me know this furniture is very popular and they don't produce enough of it so the new estimated time would be an additional 3 to 6 months. My options were - wait the additional time, go back into the store and choose something on the floor, or process a refund. On 9/17, I let my sales agent know I wanted a refund so she said she filed the paperwork that day and said the finance manager would contact me in 48 hours.

48 hours came and went without a call, but to give the benefit of the doubt I waited until 9/23 to call back. 9/23 I was told the finance manager was not available, but they'd write my name/number down for them to contact me. No call. Called 9/24 & was told the Finance manager was out on vacation. Walked into the store on 9/25 - the staff was friendly and helpful and got me in touch with a manager who processed the sales void & let me know the refund will be processed in 10-15 business days. The manager told me this is very popular furniture, but he wouldn't talk me out of the sale void because it could very well be next year when I would receive the furniture. Wish I was told that at the date of sale. I left the store feeling better, but not confident I'd see the refund.

I ended up filing a chargeback with my credit card ~17 business days after the day I stopped in to the store because Ashley continues to fail to meet any dates that they quoted and would not return my phone calls. The finance manager actually called several days after the chargeback was initiated telling me to cancel the chargeback. In my opinion, I gave this company plenty of grace and grew tired of waiting for them to follow through on their end. The facts are, Ashley Furniture didn’t deliver on my purchase, they held my funds for months & didn’t take customer service seriously.

In summary, if you like your money and prefer a good purchasing experience DO NOT deal with Ashley Furniture. Now that I've read reviews I can see I am not the only one to deal with this so I should have known. The store is more focused on making a sale than providing a legitimate timeline & keeping you up to date after the sale. If you do choose to buy from Ashley Furniture, do not assume the store has you in their best interest. Call them at every deadline and keep on them so that they follow through with their end...

Poor Communication, Manufacturer Delays, Lack luster customer service. I would advise shopping elsewhere if you’re less than 1-2 months out from needing your furniture.

Okay, we had a wonderful in store shopping experience. The staff was extremely friendly and helpful in helping us pick out a new sectional for our upcoming move we had planned. We left very excited and have since then become reasonably upset at the shipping and delivery experience.

We ordered our couch on 1/20 and were given an estimated delivery date of 2/20. The call to setup delivery never came so we called to inquire and throughout multiple phone calls over the past week, we were told something different each time.

The option for a Loaner couch was presented as a way to help remedy the situation of being in our new apartment and having a gathering planned but having no couch. This was a GREAT way to show that they cared and would make the situation right.

Where it has now went wrong is…their manager on duty (February 17th) came back with an approval on giving us a loaner for US TO PICKUP IN STORE. The caps are to show emphasis there.

They are planned to be late on delivering us the sectional and decide to make it our problem to come remedy the situation vs offer any sort of support or compensation.

The miscommunication about shipping delays and what not is fine. We understand the estimated delivery date is simply an estimate. The store account does not need to reply to this review with a “per the terms of your contract you signed” rhetoric.

What we are now upset at is management placing the burden of picking up a loaner couch on us because they don’t want to pay for the delivery of it. We don’t have a truck to pickup a couch which is why we paid for shipping in the first place. It would also cut into our work and personal time which for a $2K+ purchase, we should not have to coordinate.

When I politely mentioned refunding the purchase to shop elsewhere that has items in stock we were informed that their management has been “issuing store credit instead of a refund”.

I am truly never an upset or impatient person but this experience has been mind boggling and entirely opposite of what we expected after our very positive shopping experience.

We LOVED the couch we picked out and I’m sure when it finally arrives that we will love it. We do not however love the end stage customer service and lack of action from the management.

Take accountability and do right by your customers or these negative reviews, you’ve consistently been receiving, will continue to add up.

Update:

2/20 - In reply to their comment….I asked for a Loaner on a Saturday thinking ahead to the Tuesday delivery date. I was attempting to plan ahead not expecting it on Saturday. Shocker, it is now Tuesday and past the “delivery window” and there’s no sectional or loaner couch at my apartment. They did not offer to put me on any “delivery schedule” as they said the couch has not even left the warehouse so I don’t even know what that means.

2/20 - An employee named Dana has been super helpful in finally getting a loaner arranged to be delivered within this week and gave us an approximate timeline for the delivery of the couch. I expressed how I appreciate her actually doing something to take care of this situation after the bad experience we have had thus far....

I don't even really know how to write this review, other than I am very disappointed in the after care that I received. First purchased furniture in the fall of 2024 was told it would be in before I left for Texas the end of December. I went to get my money back found out my order has never even been placed and was also told the store was in transition to new ownership that Ashley had bought Dennos out. So in the spring of 2025 I decided to check out them out again after I had pledged myself to never do business with that store again. Upon entering the store I was greeted courteously and I explained my previous experience and was told the store was transformed and all of the previous bad practices were gone. I was offered a fair deal on the furniture that we were interested in and assured it be in at a reasonable time 2 weeks from now. I decided to give them another chance to win my business. I was call the day it was supposed to in and told it was in. So far so good! I went to pick it up, I had ordered a couch, loveseat, and a recliner. Everything still going well. I was introduced to the individual who was going to help me load it. I got back to the loading area 2 boxes were the with my name on them a third could not be found. Eventually a loveseat was discovered sitting in the warehouse not in a box. It also had my name on it. Upon inspection it discovered that the power cords were missing. The person in the warehouse was extremely helpful and pleasant, he promptly notified the manager who found me the power cords. I was loaded up and on my way. I thought very positive about the whole experience. After I got the furniture home, unloaded, and put together is when the overall positive experience completely disappeared. I found that the 4 cupholder inserts in the loveseat were also missing. I figured I would call them and it probably wouldn't be a big deal to get replacements....... wrong! You cannot call the store directly. The phone number gets to an automated answerig service to Ashleys for order status, warranty, and new orders. I selected warranty and spoke with a person the same day (Saturday)I picked it up and discoverd the discrepancy. I was told someone would get back with me. Monday goes by and nothing. Tuesday, I call again and now the runaround really starts. I am told to go on line and file something. My wife go on line and starts a chat session with an Ashley representative and they tell her to fill out this and that and they will need the serial number to get the part. So we go to 3 different places on the loveseat where the serial number is supposed to be and we finally discovered that the part of the tag with the serial number has been removed. My wife tells the representative what we have found and suggests the we purchase the 4 missing items. Additionally tells us we do not have a warranty since we don't have a serial number. Needless to say I am very dissatisfied with their customer service and my decision to give them a second chance. Buyer beware! I am pretty sure at this point we received a return, or a floor display. Something other than a new loveseat. To be continued as my next step is to speak...