Ashley Store + Outlet — Local services in Madison

Had great experience with Brandon at the Madison west location ! Extremely nice ! Very helpful ! As for as my delivery goes I was told everything would be at my house in a month. Month comes around I get a message a week before my original delivery date stating that my bed frame is going to take a month to come bcuz of it being a special built unit . Got my living room set and bedroom set with my mattress NO BED FRAME so we ended up sleeping on the floor with the mattress. Month comes around my bed frame is finally here after 2 months of waiting . Not even 10 minutes of the delivery team being in my house they manage to put a hole in my wall! Are house is 3 years old. Just bought it back in August . I understand things happen but why am I paying for white glove delivery services so u can put a hole the size of my thumb in are wall?! They start putting the custom bed frame together 20 minutes later and a phone call just to find out that my bed frame with are drawers underneath doesn’t even exist !!! The delivery team ended up, taking the drawers for underneath the bedframe and leaving the bedframe in our Bedroom with my mattress, leaned up against my brand new dresser I just bought from Ashley’s. I got one call from the claims and damage department Monday around 7:30pm. I was occupied with my at the moment. We ended up calling the store Tuesday . We explain the situation we talked to the manager at the store and he told us that the bedframe we ordered does not come with drawers underneath. And he was sorry and that he had something similar That he could trade out . So we went there and we looked at it and it was completely different color than what our bedroom set is. Of course since I spent $10,000 at your store I want all of my furniture to match so any person in their right mind would say well now I want this new bedroom set with this king size bedframe. My fiancé asked if they could throw in two lamps that were less than $300 apiece. I will add when we were in there they had a sale going on so our price got adjusted to about $500. I asked the manager when I left the store how long it was going to take for them to deliver our new bedroom set he told me Monday. I asked the manager what we should do in the meantime with our mattress and bedframe. He told Brandon to go in the back and go find something in the clearance for the time being. The manager stated to me and gave me this weird look and said why can’t you just take the bedframe part and I kind of looked at him thinking in my head I don’t need to take anything apart. I spent $10,000 in your store. I got white glove delivery service with the hole in my wall. If I wanted to put together furniture, I would’ve went somewhere else and bought furniture and put together myself . later on we get a call from Brandon stating that we saved $400 because of the sale that they had going on and they would not be able to throw in these two lamps that were less than $300 apiece. that’s what his manager told him is that they were not willing to work with us . Now, If I would’ve got everything that we ordered on time and it was the right .I wouldn’t be complaining and I wouldn’t have saved any money . They’re trying to make it seem like this is my fault when it all reality it’s Ashley furniture‘s fault .We get confirmation over the weekend stating that the delivery time got changed from Monday to Wednesday. Now, that I’ve already took off two days and now I’m gonna have to takeoff a third day of work. That I’m not getting paid for. So we called and we asked for some compensation, Brandon and the manager after ignoring our voicemail and phone calls twice that day and decided to call us later on that day stated that they weren’t willing to work with us. Also, I have not heard from the claims and damage department since I was in the store Tuesday and the manager stated he would get somebody on it right away and yet I’m the one that’s calling around trying to figure this all out. My next step is getting a hold of the regional manager so he can...

Almost 2 years ago we bought some of Ashley furnitures best leather furniture from the store and spent quite a bit of money. Between 6 and 8 months after it was delivered the color started peeling off of the leather. ( who paints the color on leather) So the repairs began with many delays because they kept on ordering the wrong stuff coming out tearing my whole couch apart to find out they had the wrong things and having to put it all back together only to come out later and do the same thing again. The couch has been worked on many times now and there doesn't seem to be any talking reason to these people because all they want to do is come out and touch up where the color is peeling off. ( Einstein's theory of insanity doing the same thing over and over expecting a different results) I had concerns right from the beginning of this problem not going away and they were given the opportunity to do something different but they felt it necessary to force me to keep furniture that I was very unhappy with. ( I've been around for awhile and I would have to say this is been my number one worst purchase ever made) This store should be the go between me and Ashley corporate to work in my behalf making me happy after all they have the Ashley name on the front of their store. They could even do something internal to help me out as a customer but they choose not to. I spoke with a Josh Stone who works there who acted as though he was going to help me out but then later told me that he was blocked by the people above him. He even indicated that he got in trouble for trying to help me out. In the past I had bought other furniture from a smaller Madison store that have been around for awhile and when I had problems they were always there to help me out. If you're thinking of spending money here do yourself a favor and take a trip to Vegas where your odds will probably be more in your favor. This store has all the Flash and Pizzazz of Vegas and nice dressed people who will treat you well until you run out of money. And just like Vegas they will leave you short of money with very little to show for it and a smile on your face for a very short period Of time, and remember the house always wins. Edit. I would like to know why you only choose to respond in a positive way when this is brought into a public forum. I've been dealing with this for a while now and this is the first positive response I've got. If you are the owner of this business you have been given plenty of opportunity to make this right before it got to this point. ( more...

Dear Manager,

I hope this email finds you well. I am writing to address a disappointing experience I had at your Ashley Furniture store on March 17, 2024.

On Saturday, March 16, 2024, my partner and I visited your store and identified an office desk that I was interested in purchasing. Although we did not make the purchase at that time, I returned to the store alone the following day, March 17, 2024, at 11:30 am, intending to buy the desk.

Upon my return, I encountered a tall, white male employee with reddish facial hair who offered assistance. I explained that my husband and I had considered buying the desk the previous day but had opted to wait. I informed the gentleman that I had decided to proceed with the purchase, as per the arrangement made with the manager on Saturday.

I was under the impression, based on our conversation on Saturday, that I could purchase the desk at a reduced price of $180 due to minor damages. However, the employee I spoke to on Sunday insisted on selling it at the full price. I respectfully requested that he confirm with his manager about honoring the previously discussed price, but he returned with a negative response.

I pointed out that the desk was listed on your website for $319, and it seemed unreasonable to sell a damaged clearance item for the same amount. Despite my attempts to address the discrepancy and request fair treatment as a customer because his tone and attitude changed once I mentioned the word husband, me being a male obviously made him aware I was gay, that's when the employee's demeanor noticeably changed. His attitude became dismissive and uncooperative.

I was astounded by the lack of customer service exhibited by this employee. His unwillingness to engage in a constructive dialogue or acknowledge the previous agreement left me feeling undervalued as a customer. I believe that customers deserve respectful treatment and consistency in pricing policies.

For anyone looking to purchase furniture from Ashley, I highly recommend you avoid this location due to the poor customer service and rude staff. I encounter a much pleasant experience at the Ashley location on the East...