Ashley Store — Local services in Lancaster

I bought a sofa and love seat and had them delivered after a six week wait on 12/26/23. They were both delivered with stains. I showed both to the third party delivery guys. They asked me to sign. I said I did not want to. I do not want stained furniture. They told me I had to write on the paper where all the stains were, sign and call Ashley Store. So I called them as the men left. Ashley told me I need to send pictures and their repair team will get back to me. I said I want replacement. They said it isn’t how it works and I need to wait. Next day I still heard nothing and I went into the store to talk to manager. She said I should have rejected delivery. I said I told them I did not want to sign. They told me my only option was to write down the problem. I then asked to have new furniture ordered since it takes a good six weeks to get. They said no I have to wait for repair team to call. I asked if they could call now. They said they don’t have a direct line they can email. Several days later I get a call while in the doctor examine room with my daughter. I asked if they could call back in 30 min. They assured me they could. They did not. So I called the number back. The guy that answered said he can’t help me as I have to talk to the specific technician that called me. So I called Ashley again and asked them to connect me. They said again they can’t. They will send an email and will take up to 72 hours. I asked again for them to order my new furniture. They said they can’t until repair team comes to my house. Several days later I again get a call from the same repair team number. I answer but there is no one there. Today I called Ashley again and was very upset. I want a new sofa and love seat ordered. They refuse to help. They said they will send repair team another email and will take up to 72 hours. She said her computer says they have been trying to reach me. Really???? Where are my voicemails on my phone? They don’t exist. I have a call history and checked to make sure voicemail works. I’d give them 0 stars for their 0 ability to solve...

I had positive experiences with 4 employees on two visits to the Ashley HomeStore in Lancaster, PA.

On Wednesday, 12/ 22/21, as soon as I walked into the store, I was pleasantly greeted by a lady and a gentleman. (I apologize for not knowing their names but hopefully you can look back to see who was working that evening.) I asked them if they had a specific table in stock (I showed them a picture). The gentleman took me back to their computer, determined that they didn't have that table but paged through the screens to see if there may have something similar that might interest me. After looking, I decided that I was still interested in the first table I asked about. The gentleman proceeded to quote a very good price but did inform me that the shipment may take awhile due to supply chain issues (which I appreciated). At that time, I told the gentleman that I would give it some thought. This gentleman influenced me to come back.

On my next visit, 12/27/21, I was again pleasantly greeted by the lady I met before. I asked if the gentleman who worked with me before was working this night. He wasn't but Chris worked with me and he took my order and gave me the price that I was given on 12/22. Chris was great to work with - pleasant and professional. And I need to mention another gentleman who greeted me while I waiting (which was not long). All four of the employees were exactly what I prefer when I shop - professional and easy to speak with.

Thank you all for your help. I wish you all the best in 2022!

Mark S. Smith

(To top it off, I showed my mother a picture of the table I bought for her and...

I would rate zero Stars if possible completely infuriating experience with this company. Ordered a couch and an ottoman. incorrect ottoman was delivered but my wife signed for it because nobody at the store would pick up the phone. when we finally got a hold of somebody a day later they said they were too busy. we had already paid for it and didn't want them taking it knowing we wouldn't get our money back. When we finally get a hold of them they say we have to pay $90 to return something that was their mistake. So now we're out over $350 for an ottoman and have to pay an extra 90 because they sent the wrong one. They were absolutely unapologetic and offered zero help didn't even care that it was their fault they messed up the order accepted no responsibility said it was the warehouse's fault but wouldn't give us a number to contact the warehouse. The excuse they gave us was that the guy she ordered from was new and didn't know that the ottoman she wanted wasn't even available so he ordered the incorrect one. Spent almost $3,000 at the store and their unwilling to rectify their mistake because it was signed for. So our option was we signed for it and kept the wrong one or we don't sign for it and they take it back but we already paid for it and would be out the money anyways. Horrible customer service. I've never in my life had an interaction with a company where they made a mistake and refused to make it right in fact wanted to charge me for...