Ashley Store — Local services in Lima

I have had a terrible shopping experience with this store. I would not recommend shopping here and will personally, never go here again. Normally, I try to rate places with an accurate rating rather than simply 1 or 5 stars but this place deserves a 1 star...

In July of 2021 I purchased a sectional sofa, cocktail table and a TV stand. The TV stand and cocktail table were part of a matching set. This will be somewhat important later. I was told all my furniture would be delivered in 10-12 weeks after purchase. This seemed reasonable to me. About 10 weeks in, I get a call that my sofa and cocktail table were ready to deliver. I thought "great!". I was happy with the purchase so far. I assumed the TV stand would be in within a few weeks. No worries I though.

At about 15 weeks after purchase I still haven't received my TV stand so I decided to call about. It was November of 2021 at this point for reference. I come to find out that many of the TV stand Ashley sells have been put on hold by the manufacturer due to the supply chain issues we are all too familiar with. It was great of Ashley to call and let me know about this (they didn't and this be be a reoccurring theme as well).

During this phone call, they said it should be delivered before the end of the year. I thought "oh, okay. That's reasonable considering the supply chain issues". Then it was the end of Dec. and I still hadn't heard anything on my TV stand. I called again and they said it should be delivered in Jan. I thought this was getting kind of ridiculous at this point but what's one more month when you've been waiting half a year right?

The end of Jan. rolls around and still nothing. Once again I call and they say the manufacturer is very behind and filling orders in the order they received them. I asked what that means for me and they said "hopefully it will be delivered by April". This fully cemented a negative opinion of Ashley for the lies I had been told. Up until this point, I had been told the TV stand would deliver at several different times. I had been disappointed several times by these lies.

I didn't want to cancel my order because the TV stand was a matching set with my cocktail table. I began looking to see if I could find the TV stand elsewhere but was unsuccessful. All other merchants were saying at least 6 month lead time and wouldn't make any promises. But at least they were upfront about this. I decided to keep my order with Ashley and remain hopeful. If the TV stand hadn't been part of a matching set, I would have cancelled it and simply found another style elsewhere. But unfortunately I really wanted them to match and I was already this far in. I thought "how much longer could it be?".

Finally though, they said hopefully by April and would not promise it would even deliver by then. While this was a disappointment from a time perspective, it was finally good that they were not promising a delivery. If they had said this from the beginning, I would have been much more understanding with them. However, up until this point they had been telling me when the TV stand would deliver.

April came and went and still nothing. I called again in April hoping to hear good news and didn't receive any assurance. But at least this time I understood there were no dates for delivery.

The middle of May came and I finally get the called I have been waiting for for 10 months now. My TV stand is ready to deliver. I scheduled a date for delivery and think it's finally over. The TV stand delivers as expected and I immediately notice it is damaged in two separate places.

At this point, I'm just done... I immediately call Ashley to try and make this right. I can't believe I waited this long and have been lied to for this... The worst part was that I had been joking a few days prior about this exact scenario happening. Guess I jinxed myself on this one.

HIT THE CHARACTER LIMIT ON GOOGLE... Long story short, had trouble getting in touch with the right person and repair people not showing up as scheduled. Still...

I don't know what's going on with Ashley Furniture in Lima Ohio, but the post-sale customer service has certainly gone downhill in the last few years. We've shopped with them for as long as my wife and I have been together and always had fantastic experiences until recently.

I needed to file a warranty claim due to a $100 mattress cover/protector failing to protect the mattress we bought from them. The cover/protector was sold to us with the "guaranteed warranty" that it "if it fails protect your mattress and anything goes through it, we'll replace your mattress" as the mattress's manufacturer warranty is voided if anything gets on it. Well, about three weeks ago, there was an accident and stuff went right through the protector. I tried to call and email for almost a week, leaving several messages, and never once got a response. I had to go into the store and speak with a sales person to get the warranty service info and call them myself. I filed the claim on 6/29, still zero response from the warranty claim service or the store responding to my messages. This is seriously making me rethink shopping at Ashley Furniture in the future. I'll likely be speaking to my credit card holder as well and disputing the charge as Ashley Furniture is failing to live up to their end of the deal here.

UPDATE 8/2/23: I have been in contact with the escalation team as requested in the response and have provided my account. Going on a week with no response from that now. I also tried to reach back out to the warranty service and was told my claim had sat unprocessed for two weeks because they needed additional images that were not requested when I first filed the claim. I provided that a little over two weeks ago and still have not heard back. This situation is outrageous, and it's sad that a great store has gone so bad. This has drug on for over a month since the initial incident. I feel like attempts to reach out to me are being made in the hopes I'll respond, forget, and they won't have to live up to the deal.

Updated 2: 9/8/23 On 8/25, a customer service rep left a message on my wife's phone telling informing us that us that we needed to work with Bedgear, the mattress protector's manufacturer. She stated that a claim had already been filed by Ashely on our behalf and a replacement was approved, and that I needed to call Bedgear to finalize things. I called Bedgear, and no claim was found under my or my wife's phone numbers. The Bedgear rep helped me file a new claim, noting that I had tried to inform Ashley within 24 hours and had bee struggling getting help from them for almost 2 months. The claim came back from Bedgear denied in two hours because it had to be filed within 5 days of the incident occurring. I was unable to file this claim in 5 days because Ashley had told us it went through them at purchase and then took 66 days from the incident to provide me any info. I'm now stuck continuing to make payments on a ruined mattress that has a voided manufacturer's warranty due to Ashely misinforming me at the sale and their inability to communicate with me in a...

Courtney was very knowledgable and was able to help me find exactly what I was looking for (with an online reference), right away. Joyce has been unbelievably helpful throughout our entire experience, even chatting with us when we came in to pick up our entertainment center. She was accommodating the first time (helping us after Courtney was off for the evening), as well as friendly and suggestive when we came back for pick-up and another quick browse. Thanks so much to the crew for friendly and convenient service! (And to the guys in the back for loading our package into the SUV!)...

I'm now editing my review, as we returned to purchase more furniture and were mislead to upsale. I walked out and will never give these people my business again! I was approved for "same as cash" or "no interest" financing, and after receiving my card in the mail. We returned to purchase some matching pieces for our living room. We were told by Joyce that the purchase had to be of ANOTHER (at least) $500, or we couldn't put it on our card. This made no sense to either of us, and when the Sales Manager Barb got involved to explain, she rambled and walked away from us stating "it's not us it's the credit card company." This financing company, by the way, is Synchrony, the same company who provides financing for multiple other stores in the US and have never issued "purchase limitations." I went directly home, logged onto their website, and upon entering my card number at checkout, was immediately notified of "no interest" for 12 months on this purchase. I did not follow through, but was proven that we were obviously lied to in the showroom. Having worked in sales for many years myself, I feel very wronged, and it's a shame that they would lose an extra $400 sale simply because I didn't want to spend, yet another, $100. I will NEVER give Ashley my...