Ashley Store — Local services in Live Oak

Bought sectional early June w/financing. Sales said delivery within two weeks & we’d get call to schedule. Gave us her phone number incase we had questions, concerns or needed help.

No call, but texted to schedule (used wrong number, not primary on account), delivery dates were in a month, chose earliest in early July.

Delayed until late in July. Delivery came. Piece was torn and only partial delivery. White glove service is screwing feet on crooked. Tried to call sales rep. Phone seemed disconnected but figured out to call twice in a row and it rang and left a message. No call back. Tried to get customer service. No option to talk to anyone in call and no way to get through to anyone at store. Eventually typed live agent in text convo and waited. Delivery was on phone with Ashley.

Talked to rep delivery called, she thought that we thought the couch was used. Told her we didn’t think it was used, but it had a tear in one of the pieces and it wasn’t all there. Delivery told her we thought it was used, even though we had shown him exactly where the tear was. She didn’t want to listen and was very hard to talk to.

Got a call back from typing live agent, someone else. Asked if I keep a partial delivery could I end up stuck with it if they can’t deliver the other pieces and he said potentially yes and I got him to admit that we should refuse entire delivery, even though he didn’t want to admit that. We refused it and told them to put no partial on it.

We got delivery report, it had a very argumentatively toned portion that said the customer insisted that the couch was used even though it was new and in perfect condition. We never said that.

Called sales rep next day. Answered “Hello”, rude tone. Had to ask if this was her. Changed her tone when I told her we were leaning toward canceling and told her what happened. She said she wasn’t at work but she would talk to her manager about compensating us and that they’d try to make sure we didn’t get the same delivery guys next time, I’d hear from her by 1 next day. Within an hour I got a call from a customer rep to reschedule. They scheduled it for Monday. Next day passed no call. Husband called her the next day. She said she was no longer with Ashley and would ask her manager to call us. No call.

We pushed delivery back to give them chances to make it right. Monday delivery date gave no time to resolve anything which is also interesting that someone called and pushed that date on me.

Tried to call, difficult. Automated system first and then push zero a whole bunch, doesn’t work consistently. Finally got through, customer rep got with her manager while on phone to compensate us by waiving the delivery fee. They said we’d get confirmation within 48 to 72 hours. Never got confirmation and pushed the delivery back again.

Called them(difficult to get a person again, inconsistent) to ask about confirmation, turns out we’d have to wait two billing cycles for it to go on our account and they have no way to provide a confirmation, we just have to trust them.

Nope we’re canceling. They said they cancelled and we’ll get a confirmation. No confirmation, we’ve talked to several people and they said we’d get a confirmation of cancellation and one finally admitted they don’t give confirmations of cancellation. She sent a screen shot but it’s just a zoomed in, cut off screen, that just has a date and says: cancellation “Manager approved exception”. No name, no order number. What a joke.

She said that synchrony account should be automatically cancelled but admitted it was a good idea to call them to make sure.

Worst I have ever encountered in my life trying to purchase something and they won’t provide an invoice of cancellation for my records which is extremely concerning. My credit also went down.

Don’t accept a partial delivery, that is a tactic to get you stuck with keeping damaged furniture.

Without reform, I predict the company will go out of business within...

Bought a clearance deal couch with Myra two nights ago. While the deal was impossible to pass up on, my experience with Myra flipped on a dime in the matter of 16 hours. I was told very clearly they could not offer delivery services and that was accepted. Myra told me and my roommate that while they could not deliver the couch they had “excellent movers who would be [there] in the morning”to assist removing the couch from the showroom floor. This was much appreciated and it was even explained to us to enter through the emergency exit doors in the morning because they didn’t want to ruin their customer service ratings with how their front doors tally potential-customer-ratio. My roommates and myself meet at Ashley’s in the morning to try and speak with Myra to receive the couch when we were rudely spoken to and dismissed about how we “obviously had people to move it ourselves”. She kept insisting on that we could do it ourselves as if she was busy with something else entirely and wanted to get us out of her hair. When I brought up that she told us movers could help us remove it from the show floor she scoffed at the idea of her ever saying this. I didn’t appreciate this new shift in person I was speaking with and stood my ground about how she had offered help to us. It felt out of place and strange to make your customers remove a difficulty placed couch out of the back area with a simple, green, tattered couch dolly and not offer any assistance or guidance on how to get out of that area safely. Myra then got a gentlemen to help us all while ignoring me speaking with her until he assisted us in guiding the couch out. That gentleman was very helpful however he looked very uncomfortable in general. She insisted that her movers were busy however two of them were sitting in the grass outside. They very well could have been on break. I don’t blame them in any way shape or form but Myra as a customer service member could have easily said “Hey guys I apologize but the movers are currently busy and we can wait for them to finish or wait until a later time to move the couch”. I will not be held liable for damages to surrounding cramped viewing models because she wanted to make money off other people and had finished business with us in her mind. She was very surface level nice when she knew we we’re potential buyers and shifted dramatically once we made our purchase and came for it the next day. We will not be back to purchase other pieces of furniture we had in mind. She was quick to dismiss us and begin speaking with another customer at the table in the front to make more money off people. Unprofessional and leaves a bad taste in your mouth. We might be younger people but to treat us as nuisances or people to dismiss is incredibly unprofessional. As Myra put it perfectly, “You won’t find this at...

TrAshley 'Furniture' Lets build a timeline over the past month:

3/30/25 We order a set of two dressers and two nightstands for our childrens’ bedrooms.

4/8/25 It gets delivered and both dressers already are covered in scratches and dents. The delivery people leave, and a leg breaks off one of the dressers your apparent 'White Glove' service people set up not two hours later. Luckily it was my wife who caught it inspecting this sub-par piece instead of it falling on my four year old daughter.

4/9/25 We file a complaint about damaged ‘furniture’. Your ‘help’ line is about as useful as calling the store as we have multiple records of trying to get replacements and always got a run-around or no answer.

4.22/25 Hooray, after multiple calls, going into the shop itself complaining about a lack of any kind of competent service on damaged products, we finally get our replacements delivered. One of the dressers was more damaged than the previous and I told the delivery people to not even bother with the other and to pack it all back in the truck. That truck was also two hours late from the delivery window. I was told that now my case will be ‘VIP’ and its easier and quicker to leave the set here. Great ‘White Glove’ service. Hey, one of them did use a nice little marker to cover up the scratches so THANKS! That ‘case’ is still unresolved.

4/29/25 Today - No updates after reaching out multiple times over the past days, just smelly warehouse furniture not being used with our kids clothes in baskets because we don’t want this dinged up ‘furniture’.

You have some bogus refund policy that we can’t just send this TrAshley ‘furniture’ back. We don’t want these damaged products that could of fallen down on my child, beaten up in general, and your customer service is as ‘White Glove’ as a dentist giving a root canal or a proctology office visit. We have the call-logs, E-mails, anything trying to get a hold and make it right, but you just don’t listen. I guess you are OK with selling a TrAshley product and support structure.

Edit: HA! Thanks for the BS auto-response about calling your useless help line where we couldn't get any help before, trying to get a non-damaged piece of furniture, or any kind of assistance you sent to every other disappointed customer. I guess this garbage company already has their money so who cares? Hint: maybe invest in better delivery methods and not a bot or some worker drone giving the same canned responses to every negative comment of people absolutely dissatisfied. We'll still be in touch...