Ashley Store — Local services in Louisville

As others have said, everything was okay during the purchasing process. Everything was quick and easy as we knew exactly what we wanted (we had visited another location the same day). Sales person was super nice. In retrospect it's probably b/c we knew what we wanted when we walked in and was ready to make a purchase. We ordered our couch over Labor Day weekend as we recently purchased our very first home. We didn't have our own couch as we previously shared a home with others who furnished their couch. We were told at the time of purchase that our couch would be delivered on 10/16/2020 due to the ongoing pandemic - frustrating, but we understood.

We prepped for delivery the night before by cleaning up our living room and having family come over to help move our love seat to our second floor. Delivery day came and we waited and waited. No one showed up, not a single phone call, nothing. My husband called Ashley HomeStore the same day and spoke with someone at a call center (option 1). She told him that delivery would now be pushed to 10/24/2020. When he asked why the delay was not communicated to us the rep did not have an explanation. We were beyond frustrated, but it was just one week longer and we didn't feel like putting up a fight at that time. The rep also told my husband we would receive a call 2 days prior to delivery confirming day/time.

Flash forward to yesterday, 10/23/2020, the day before delivery, and we still not had received a phone call to confirm delivery. I called this time and attempted to speak to the store directly (option 3). I have called multiple times over the past two days and no one answers the phone. I have left a message and no one has returned my call. I did speak with someone at the call center who then told me that part of my couch (a sectional) will not be in the warehouse until 10/28/2020 and the other part won't be available until 12/2/2020! Really!? Again, when asked why this wasn't communicated, she stated we would have to get with our local store as they are the only ones that can answer those types of questions. And that I would need to speak with someone at the store and that she couldn't help me. I then asked can I speak with her manager. She told me that her manager wouldn't be able to help me with this matter and I would need to speak with the store. I asked her what do I do when the store will not answer this phone. She said nothing. I asked her if there was a different number I can call or someone that I could email to submit a complaint. She said no and that she would place a note on the account. I then asked her how does that help and who saw the note? She said someone on the back-end would see it.

I am beyond frustrated and completely disappointed with this experience. We have been in our very first home for over a month now and still no couch. I'm currently using a twin mattress on the living room floor as my couch. Not ideal. I'm usually a pretty patient person and don't write reviews often. But this is unacceptable! Customer service has been absolutely horrible and basically non-existent. It seems like my only option is to go into the store, which I have been avoiding given COVID. It's insane that this company won't answer their phone calls or provide any communication regarding delays. I've shelled out $1300 with absolutely nothing to show for it! It's like once they got my money they were done. This...

My experience in the show room was “good”. The saleswoman that helped me was delightful and is definitely a great fit for the store. She was helpful and seemed to do everything she could to make sure I was happy and well looked after. The “problem” arose after I left the store, having placed my order. I got online a little later to show a friend the furniture I picked out and behold! Price differences close to $200 per unit! I call the store back immediately to see if they can fix this. I’m told I will hear back next day. Never get a call. Finally two days later I call them, per their request I send them links to online prices and tell them if they can’t match price I will cancel order and place order online. They assure me they will fix it, no worries. Here I am almost a week later and my bank account shows a $124.00 reimbursement. Not even close Ashley Furniture... I’m done with you. If their service group and prices weren’t totally out of whack this could have easily been a five star review, instead you are receiving three stars.

Update: Received a message from an unnamed person (manager, customer service?), requesting my contact information so they can do something to take the bad taste out of my mouth. I promptly responded to their provided email address with the contact info that they requested. Guess what, we are now at or beyond a week since the last correspondence and I haven't heard from anybody on behalf of Ashley. Now you have really put a bad taste in my mouth. Why is your company the absolute worst at following through with your customers?! Not a very good business model. Review now dropping to two stars, and the message stays the same, you will never make another dime from me.

Update #2: Come on guys, I can't believe I am posting here yet again. Still no word from whoever is suppose to be contacting me. I received delivery and as I should have expected the shenanigans continue. The delivery crew didn't even have the tools they needed to assemble my furniture when they arrived.... Seriously?! You have one job. Fortunately for them I own a tool set and was able to provide them with what they needed. As they began to assemble the furniture they discover that one of the pieces was not properly finished and cannot be assembled. I am already an unsatisfied customer, you would imagine that you guys would have double checked this order to make sure that everything would go off without a hiccup. I suppose that is too much to ask of you, regardless of whether or not I spent over a thousand dollars in your store. So yea, I am mad. Honestly, I could use a few choice words to describe how I feel, but I won't. I was informed that a service tech would be in touch with me in the next 24 hours to come out and fix the issue. Guess what Ashley! As per your usual, 72 hours later and I haven't received a call from anybody!! This is now dropping to a single star review and I am most likely going to have you guys come pick your furniture back up from me. It is not enough to never give you my money again. You don't deserve the initial money that I spent in your store either. Thank you Ashley, for setting the bar at a new...

I think most of our first home is furnished by Ashley at this point. Since this past Thanksgiving we bought a new dining room set, living room sectional, our bedroom set, and last night our son's bedroom set. Buying from this store is way better because they usually have sales/discounts that aren't available online. The financing offered is usually more in store as well if you go that route for any purchase. Looking at all the furniture stores in our price range Ashley had the best quality and design choices hands down. Until we can afford somewhere like Arhaus, this is aur choice lol. The only thing I don't love is the high pressure commissioned sales tactic of the protection plans. It's irritating when you say a firm no that they ignore you and "call the manager to see what they can do about the pricing". Do not love that. Then they take money off the furniture set but only if you buy the protection plan. I really hate that, but I get that's more corporates fault for making that a necessary part of their paycheck. It's no different than any other high pressure sales tactic, it's just not something I expected the first time I wanted to just walk in and make a quick purchase. Other than that the employees are helpful and nice enough aside from the salesman stuff. We look younger than we are based on dress and behavior, so we often have people assume we don't have money for a large purchase, and they didn't judge us based on how we dressed since you can't judge a book by the cover with us at all. Love that. The delivery is a crazy cost as well when it should be free based on the price of the purchase. It's free during some promotions, and not others. Don't love that. Don't love all the super high costs of all the stuff normal people would need for a large purchase like this (size and cost). I know it's common practice though which is why online purchases are taking over. There's usually free shipping on the website though, so you'd have to consider the price between the two if you utilize the $350 approx delivery. That's without install or putting it together. That's at least another couple of hundred. Thankfully my husband and I own a 4x4 truck and he's very handy otherwise I probably would have purchased online for some of my purchases. We also got free delivery on the only purchase we used it for during a sale that offered it. That wasn't great. They kept postponing the delivery date and wouldn't let us switch to pick up. So lots of not great things from the corporate end, but it's still our choice for the best quality at the best price in Louisville. We don't buy from...