Ashley Store — Local services in Madison Heights

Please be aware before purchasing at Ashley Furniture Madison Heights that you will have a horrific experience after the sale. Read the reviews before purchasing, sort all Google reviews by date as my experience is one of many similar and you will note that the positive reviews are only based on purchasing, not that their items have arrived.

September 23rd Update: we called in to warehouse as no follow-up from store or sales manager. The crazy is when I went in and met with her, she gave me her cell phone to text as follow-up as she was incredibly nice, but has ghosted me ever since. We were just told that two of our items are discontinued so have no idea how they are going to hand that, about $700 in furniture that can't be delivered. Our other items should arrive October/November but we have only 1 delivery available now as part of VIP so we have to wait for all items to arrive...ugh!

September 15th Update: after hours of time on phone and chat, and then in-person visit at store with zero follow-up for manager, we did receive one of our 9 missing pieces we ordered on November 9, 2022.

August 3rd update, still missing furniture but have promised August 30th delivery which we hope is true. If we get delivery we will definitely updated our rating as the furniture that we have received is great; just delivery time and communication that has been rough.

Prior review: First of all, the sales and store experience was pretty awesome as we had a great sales agent who is no longer there but who help us with this order, and another we came back for after based on the great service. Everyone in the store was friendly and helpful and I believe we even got to meet the manager which was good. No complaints on that experience and they definitely have a great customer experience as part of the selling process although they shouldn't have told us 12-weeks for delivery.

The reason for the1-star is that we purchased the furniture on November 9, 2021 and it is now June 9, 2022 which is frustrating. We purchased a sectional couch and have 1 of the 3 pieces, we purchased a couch living room set and have 2 of the 4 pieces, we purchased a bedroom set and missing bed headboard, rails and footboard, etc, etc, etc. We moved across the country and were furnishing a new house as all of our old furniture was very well used and wouldn't survive the trip. Complaint beyond partial delivery; it is impossible to call the store direct. When you call the number you end up on hold with a call-center somewhere out of country and they don't have any information on what is happening. Since we paid upfront they have no incentive to deliver, and haven't offered us any incentive back for their lack of delivery which is amazing. We have been kind, called occasionally to check in as they don't call, text or email any updates, and we have tried to be considerate understanding supply chain. Our concern is anyone else purchasing similar items must also be 6 months at least, or somehow our furniture keeps getting delivered elsewhere.

For the record, this is the first negative review I have ever done as I am a glass half-full personality type and look for rainbows in stormy weather. I wanted potential buyers to beware right as based on our experience with Ashley Home Furniture, they make the sale, take your payment or payments, and then you are on your own with no real communication and when you do inquire, you feel like the bad guy even asking about it.

I am already texting per the other reviews when Ashley does reply with the escalation phone number per other reviews, and currently just heard back that furniture will be delivered with estimated date of 9/8/2022. We purchase 11/9/2021 so almost a year? Will update review if or when resolved. The sad part is the 5-Star review right below us that was from 3 weeks ago, with pictures, is the exact sectional set we only have 1 of 3 pieces of and we purchased last...

Where do I start. I originally went in store to purchase the Johnelle Cocktail table. The gentlemen I worked with was great. He told me my delivery would be arriving Oct 10th No problem. The delivery drivers brought it and it was defective. The slab under the table where you place the screw was non existent. I called customer service to get a resolution and I requested either some sort of compensation or an earlier delivery because I needed the table for a family event. After going back and forth with them, requesting a manager, you know how that goes they agreed on giving me 50 store credit and delivering the new table. I said okay fine, canceled my family event and waited one week. Now they brought the table and it was even put together for me. I live on the second floor and they even brought it up for me. great. Few hours pass, I clean and start to decorate the table and come to realize it’s the wrong color. I have pictures of the old one and the new one. I called customer service and spoke to Xavier to which he asked of me to send the pictures. I did. He continued to argue with me that the website only makes the color gray. Yes, I agree. But at one point this table did come in the color gray brown. If you look on amazon and search Ashley Johnelle Cocktail Table you will get the option to purchase two colors which proves my point that it originally had two colors manufactured even though only the gray is offered currently on Ashleys website. Anyways I asked Xavier after fighting with him to just return the table and I can purchase it elsewhere. He kept arguing with me and said we can’t return it since you purchased it in store. Then Xavier decided to go mute on me. He stopped talking. Mind you I was nothing but respectful with him, didn’t curse, and just asked for them to be fair. So I hung up with him and called back then I got Monica who told me to text pictures to a number and that there is many associates and someone will review this and get back to me in twenty four hours. I said okay thank you and continued to sent the pictures then a computer replied to me Hello are you looking for an update on your Ashley order yes or no. Seriously guys. Now they refuse to give me my refund and take by the table completely. It’s either send me the right one or take it back completely and give me my hard earned money. Oh and additionally, I bought a side table from the Johnelle collection from another furniture store and if I place it next to the cocktail table it doesn’t match. So please Ashley’s furniture continue to tell me how I am lying and it is the same table. I posted pictures and you guys make the decisions? Absolutely disgusting of the management here.

Update: still arguing with them about the color. You can clearly research and see at one point it came in a brown gray color and it might no longer be made however i got some back stock item delivered today but no one wants to take the blame. Shame on you Ashleys furniture. Your products are great but your quality care of customers is awful. I just want a resolution please and we do not have to bring this...

This was a roller coaster of an experience. I apologize for the novel but the details are important for the experience. I'll add a too long didn't read (tdlr) at the bottom.

The company is great up front during sales, but one of the worst experiences I've ever had with a company after that.

Mo and Andrea were absolutely terrific during the buying experience. If you wanted to be treated right in-store, the sales staff are great and work with you. They are salesmen, so they will ask for the sale a couple times and you may feel pressured. However, it was still a great buying experience.

After that was a nightmare. We were warned that since it is still the pandemic availability would be limited, which we understood. We were given an 8 week delivery date. Mostly everything came before a month, except the dresser. This is when everything just went terrible.

Our bed frame was delivered damaged. They came out and replaced it which was great! No hassle and we appreciated it. But then we had to wait about 10 more weeks for the dresser to be available. Got our delivery date, which came, but the product was damaged. We were told another was still in stock and they would schedule that one for us right away.

A week went by with no call. I called to see the status to find out the dresser they had planned to deliver to us was also damaged at the warehouse and would be a couple more weeks before more came in. We had to be the ones to call to find that out.

Couple more weeks go by and we get a text that more are in and to schedule a delivery 2 weeks from then. I called and asked if it could be delivered sooner since we have been waiting 4 months. They said absolutely and claimed they scheduled it for that Saturday. Day before I called and the appointment was never set, and apparently there were no more dressers available until the following week. Again, ridiculous we had to be the ones to call for that. Fed up with everything going on, we asked to speak to a manager since there has been issues with some customer service reps misinforming us. I am not paraphrasing, the literal reply we got was "No". I had to demand again that I am not hanging up until they get me a supervisor, to which we had an awkward 15 minute pause until they finally connected us with a supervisor.

I spoke to the supervisor and explained everything. They were apologetic, tried making things right, and set a delivery date for today, and the dresser was thankfully delivered undamaged.

The products are great, and some of the staff are fantastic as well. But the time and energy that we had to put in to get our full bedroom set 4 months after ordering (with an 8 week max original timeline) was just not worth it. I just can't see myself going back to this store and dealing with such a frustrating process again.

tldr; Sales staff great. Delivery took forever and also had damages. Communication is terrible and we had to be the one to call for updates. Was told "No" when asking for supervisor after 4 months without all products with several problems. Extremely frustrating and not worth the...