Ashley Store — Local services in Lafayette

I recently had a truly frustrating experience with Ashley Home Furniture and their poor choice of a 3rd party delivery company. I cannot emphasize enough how terrible this whole ordeal was (and still is).

Firstly, I go to an upscale furniture store and pay full retail prices only to be met with issue after issue. When the delivery was scheduled, Saw Enterprises showed up in a Penske rental truck at the wrong address and seemed utterly bewildered by a basic address. It was a mess right from the start. But what made it even more infuriating was the fact that the delivery personnel did not speak any English. I had to drive throughout my neighborhood looking for a random truck that might be delivering furniture (being a random Penske truck made it harder to identify). After convincing the delivery guys to follow me only using basic hand gestures. Side note, clear communication should be a basic expectation, especially when dealing with a delivery service.

The real nightmare began when they entered my home to deliver the furniture. Not only did they fail to handle the products with care, but they also caused substantial damage to my property. My front door, two pillars inside my home, and a wall leading to my bathroom were all victims of their recklessness. The damage to the wall is by far the worst, and it will be an expensive and time-consuming process to repair. This is not a simple coat of paint type of damage, the corner guard on the inside of the wall is completely crushed in and has folded the corners of the sheetrock about 9 inches in total.

After this happened I immediately stopped them to prevent any further damage. After much frustration and using google translator I was able to communicate to them to call their "boss" Richard. Richard first tried to start the (I got a friend that can fix that) approach, I told him I don't think this is proper corporate protocol and that I would like a case number from Ashley furniture for the damages before we proceeded with any repairs. After taking a whopping hour and 7 min to make the claim with Ashley furniture not including hold time the claim was finally made. I also found out in the process that these guys should have NOT even entered my home at all. Waiting 5 days I got a call back from Ashley explaining to me that because it was a 3rd party contractor that made the delivery that they have to give them 30 full days to make it right before they can step in so "good luck".

Richard then gets back in contact with me to schedule the repair company, I emphasized that it needed to be a company that was properly insured and one that would not have any basic communication issues. This company (RG Construction) was scheduled to be at my home Monday 10/2/23 between 9-10 AM. I take off of work and patiently wait at my home for their arrival. Big shock no one has showed up. I have called RG Construction and they confirmed they had nothing on the books for my address today or ever. It is now 12 and I have texted and called Richard with no response. I have called the Ashley corp claim number and the Ashley box store, they did give me Saw enterprise number, I have been on hold for a customer rep for 45 min with no answer.

This whole experience has been nothing short of a disaster, and I hold both Ashley Home Furniture and the 3rd party delivery company responsible for it. They have wasted both my time and money. Their incompetence, poor communication, and utter disregard for my property have left me deeply disappointed and frustrated. I would strongly advise anyone considering Ashley Home Furniture to think twice, as their poor choice of delivery service has tarnished their reputation in my eyes. Date of incident 9/16/23 claim number 881333.

• Update 10/20/2023 there has been no resolution to my problem and no one has fixed...

Bought a furniture set from here in March 20, 2021. I was told it was going to be a 6-8 week delivery. We were accepting of that at purchase.

May 18 I get a call telling me my furniture was going to be delivered on May 21st. So we give away our old furniture to someone who could use it. When the delivery truck shows up all it has is the chair and ottoman. This was never informed to us that it was going to be a partial delivery. My wife calls and asked them about this. They apologized, gave us a $400 credit, told us the sofa would be in late the following week, but the love seat would still be another several weeks. We were very appreciative of this and thanked them for their help.

Next week comes and I get a call on Thursday saying I would have a delivery on Saturday May 29th. We'll we aren't going to be home on weekend so I reschedule delivery for Tuesday June 2nd. I stay home that day from work to wait for the delivery and the sofa never comes in. I get on the websites online messenger and the person on there tells me it won't be in until August 10th!!! So I get on the phone a get a call center, the lady on there looks into it and tells me their was an issue with the truck and it would have to go back to the warehouse and I should get a call in 24 hours to reschedule delivery. I thank her for her help. 24 hours later I do not get a call. I call the call center again, the first person either hung up on me or we got disconnected. The 2nd person I talk to tells me she is going to send an inquiry to the warehouse and I should hear back from her in 24 to 48 hours. I never hear back.

My wife calls the Lafayette store. The lady she talked to, Ysabel Corbello, says she sorry she does not see where our furniture ever made it to the warehouse in the first place and it would still be a few weeks (this is the same person that told us it would be in the week after the chair and ottoman.) She gets a message to the manager to call her back within the day. No one calls back She offer us another credit but we decide we want to go in to get this resolved. She tells us coming in Sunday would be best because the store manager Andrew Adams would be there.

We go in Sunday June 6th to talk to Andrew, he calls the warehouse. They said they do not have our sofa but he will put it on high alert and should only be 3-4 weeks, at this point I can't believe anything anyone is saying. He also says Ysabel who gave us the 2nd credit had no right to offer a 2nd credit and we could not get that. He keeps telling us he will do whatever it takes to resolve this but offers no help. He also keeps passing the buck and says he is not responsible for the factory or the warehouse. When I asked him to see my bill on the computer he shows me one number of what I owe which is $1,500 less than what I thought I owed. I tell him to print out the invoice so I can have this. If this is the case I will accept the issue. Well when he comes back with the invoice he comes back with two invoices. One with the price he told me and the other with the missing $1,500. The $1,500 is what was already delivered along with delivery charges and I do owe that also. He tried to make it seem like that was already paid for me WHICH IT WAS NOT. At this point I'm so aggravated I tell him to come pick up the furniture that's at my house. He says once delivered it cannot be returned. He gave us no resolve.

TLDR: This place has the some of the worst communication I have ever seen. The call center gives you a completely different answer than the store, nobody is on the same page, and however long they tell you on your furniture, be prepared to wait longer. Also, if they try to give you a partial DO NOT ACCEPT. You will not be able to return if you don't get your...

Made a purchase on 9/7/20, which I was over charged on the protection plan and had to go back to correct, for a dining room and living room set. Day of purchase, my saleswoman said she had my dining room chairs in stock and were waiting on table. They called and scheduled delivery for table and chairs to be delivered on 10/8/20, which was the date promised the day of purchase. So I took off. They no call no show. I called main line to have a supervisor call me back, because we never could catch anyone in the local store via phone. Never did get a call back, 20 days ago.

Today, 10/28/20, my table and love seat came in... no chairs. They obviously sold my chairs that were all scheduled (not estimated) be delivered on the 8th. Might I add, I had to take off of work to be there for this!

So, I had to send back the table today until they can deliver the dining set together. What in the world am I supposed to do with just a table? Now, my new date for chairs, and hopefully table, is 12/4 & 12/27. My sofa is instead of 10/29, now 11/14. Living room chair is now scheduled for 11/6. The Ottoman 11/10.

This is the most ridiculous thing I've seen. This is the third set of delivery dates I've heard. They will say it's Covid related but if that's the case, I'd have my dining room set. Now I've had to cancel Thanksgiving at our new home. Likely, Christmas if this keeps up. I intend to make this all well known to assist other buyers and the company in it's poor management. I doubt senior admin is unaware of local stores selling furniture or from under paid in full clients, all adding to the covid complications excuse.

Update: (10-30-20) Still no call back. To date, I've yet to ever speak to a supervisor.

Update: (11/29/20) Still without a dining room set, which led to cancellation of Thanksgiving at our residence. Large black gash on couch that was present upon delivery, still yet to schedule a time for someone to come by to see if it is removable. Pillow was missing upon delivery. I have email documentation stating they would reimburse the delivery expense and some off of the chairs, yet nothing posted to the original source of payment.

Update: (12/22/20) The 2 chairs we awaited came into the store on 12/4 but went to someone else after we were scheduled the delivery for 12/9. Then it was stated it would be January, then February and now May of next year. Here is the email response of the representative: Hello, I do apologize but I recommend that Paige goes to the sales rep and ask for further options. The new date is 05/01/22. That usually means it is discontinued. I would ask for a sales manager. This is now out of my hands due to the dates. I will apply a 15% discount today on to your order. Thank you for your time and I hope you stay well.

This is after she told us not to use the call reps. I do have email transcripts and have been asking for a supervisor but have never reached one. I am now requesting contact for an attorney to contact. I will be contacting local BBB, store manager and local owner. How can this even be capable of occurring?

We also have damages from when the couch delivery was made that are unaddressed and a...