Ashley Store + Outlet — Local services in Madison

I ordered two twin beds. They were delivered and floorboards were put on upside down, the beds were left in front of the closet so I could not get in the room. I had to move them in a better position myself because the delivery drivers left. The man walked down the stairs telling me everything was good, I said you don’t need me to check, he said we are good! It is a pandemic so assuming he is trying to keep distance which I’m ok with hoping everything was ok. Immediately after he was waking out the door, I went upstairs and noticed beds are slanted, that’s when I notice the floorboards were put on upside down. I called the men immediately, no answer. I called East Ashley’s and told them of the positions beds were left and damage noticed and remote not left for led beds. No one came back until 4 days later to assemble beds correctly. This is when we noticed further damaged then the damage I already told them. I was told they would swap merchandise but then told my claim was denied. I am told I had merchandise more than 5 days, but I had been waiting on them to tell me when they were replacing the merchandise. To sum this up, I was told for the damage caused they would swap out then later told no, we will not swap out.I was told I should not have let them leave without inspecting but as I explained I can’t make him stay. I did not sign anything that the merchandise was in good shape and called within 5-15 minutes of them leaving after looking everything over. I was told I should have signed something but they know I didn’t and it seems to not matter that their employees did not do their job. I have pictures. I asked to be refunded my delivery fee after I was told they would not swap the damaged merchandise. I was told no. I asked to refund me my insurance fee because if you won’t make things right for the damaged you caused why would you make things right for damage we cause in future. I was told no. I was offered a 100 dollars in store credit, with service like I’ve had. Why would I want that? I said I would return it all, I was told I would have to pay 15% restock fee though my return is due to their negligence. I order so much from them, but can honestly say I am very displeased with the customer service this go round. Ricky the salesmen was very pleasant though, I understand this is out of his hands. I was told I couldn’t swap because my item was no longer being made, just received my order July 27 but I see the item still on the website....go figure. I guess they are trying to keep every dollar and forget our customer service . Go elsewhere instead while in this pandemic, service will...

If you want the worst possible customer service experience order from here. If not, save your money.

I ordered a loveseat and chaise on Memorial Day and ordered it for pick-up. The man at the warehouse was extremely rude and sexist. I got to my apartment to find out I had received the wrong facing chaise. I called right away and the person in the service department told me he would let my sales person, Justin, know and it would be resolved quickly. An hour later Justin called me to apologize and tell me he thought it was either a delivery or warehouse issue, but he would call me in a couple hours to let me know. Two days went by and I never heard a thing. I called and spoke to someone in the service department, Misty. She looked at my order and there wasn't a single note about me receiving the wrong chaise. She told me she had to call and talk to a manager at the store to find out what to do. I later received a call from her telling me to send photos of the couch to prove it was the wrong one. I understand needing to see I have the wrong one, but this was ridiculous after I had already been told this would be resolved days ago. I emailed right away and never heard anything. I called the next day and spoke to someone else who told me Misty would get back to me when she came into work. She called me hours later and told me she never received the photos and told me she would email me directly. I never received an email so I called the store and talked to a manager, Stacy. She had me send photos and forwarded them to Misty. In this email she also stated to Misty that I didn't receive the pillows that were also supposed to come with the couch. Misty called me and told me it would be all delivered the following Monday. Days later I received a call from the delivery service that they don't even deliver to Madison on Mondays so they had to change it to Thursday, but I would receive a time frame a couple days in advance. I never received a time frame so I had to call once again (so at this point HOURS of being on hold). The delivery actually went smoothly (shocking), but they said they had no pillows. I emailed Stacy, the store manager I had previously spoken to, and she emailed me saying I didn't pay for the pillows. Then I received a voicemail from my sales person, Justin, saying the pillows were his fault. He said they were in the ticket price, but the price I paid wasn't the ticket price; therefore, if I would want pillows I would have to pay for them. When I look online the total price is $799 and I paid $419 for each piece ($828 total), which makes it seem as if I did clearly pay for...

Go in with low expectations on customer service/delivery times, and you'll be fine. Unfortunately for your sanity, Ashley Furniture does provide good quality furniture, and fair financing so you lie to yourself and say 'Maybe if I'm honest with them, they will be to me too'. Anything involving fair, honest interactions with sales staff or management? Just forget it. My fiance and myself have gone to Ashley 3 times (living room set, bed, and most recently and couch and bar top table for our rec room). The previous 2 times we've ordered furniture, our delivery times were changed on us within 2 days of delivery, and the last time the delivery truck showed up empty with "no available stock". This most recent time, I was very honest with our salesman about the issues we'd had with Ashley before. He assured us that Ashley had made great strides to improve themselves in the last couple years when it came to their reliability. We were told our furniture wouldn't ship for 6 to 8 weeks. I am totally fine with that. I asked the salesman to "be honest with me, is that the normal delivery time, or does that account for the long-lead time with covid". I'm not an idiot. I expect things to be backed up because of the out-of-the-ordinary circumstances in the world. The salesman (with impressive confidence) said "Absolutely! Without Covid, our delivery time would be 2 or 3 weeks". He said he would call us the following Monday to confirm our delivery. Monday comes around and no call. I end up calling on Tuesday, and wouldn't ya know it, Tuesday and Wednesday are his scheduled day off. Also, now we don't even have a delivery time set up because they are so backordered. They gave us a guessed date of 12 to 16 weeks. We went to the store last week to pick up a cleaning set and to check on the status again. The people we talked to could not have seemed to care less about our situation. It seemed they knew we weren't going to cancel our order (not like we could, or would anyway) so it was "Sucks to be you" kind of a feeling.

Look, its not the timeframe. I understand things are different now. Its me trying to level with a salesman and being lied to just so you can make a sale. I honestly wouldn't have cared if they said 12 to 16 weeks from the jump. This place just seems to give zero care the second you put name to paper. I will say, without question, my sanity cannot take another trip here. I think we'll try Steinhafels or a smaller business next time we need things like this....