Ashley Store — Local services in Manchester

I eagerly went looking for a leather sofa recliner. I found the perfect color and style for us ine the clearance section. It had a sign showing that the original price was $2,300 with a big slash through it and the clearance price of $1200. Everything in the section was pretty much marked half off. The sales person told me that this sofa was discontinued and this was the last one they had. Because it had pen marks on it I asked the manager to reduce the price. He told me that the reason it was half off was because of the stains. I pointed out that all of the furmiture was half off with no stains. He reduced the price to $900. I purchasef the sofa because I liked the sofa, not because of the price. negotiated a lower price. They did not offer the chance to purchase a warranty but I thought perhaps because it was on clearance. I asked if they could go ahead and take the back off and load it into my SUV. I was told by the manager "sure, we can take the back off". Then told by sales clerk that only "warehouse guys" were allowed to move furniture from the second floor to the first floor. I would have to come back the next day. The "warehouse guys" would move it in the morning. They were not in, they took the afternoon off but should be here to help out the next day. I mentioned that my adult sons could come with and help the warehouse guys if there was only one of them. I was looking for a coffee table too but didn't see anything I liked. Next day.take.husband to chemotherapy in the morning.and it.took longer.than expected. Both sons wound up working. I got there at 1 alone. The couch was fully.assembled in a garage type place and was told by this woman that nobody would be able to assist me in loading it. Like not even take one side and carry to car. I was told taking the back off was too difficult and physically risky for her. She called the sales clerk who sold it to me and he appeared to say that he only had the warehouse guys move it and didn't ask them to take the back off since my sons were to be there. My.sons are strong but not furniture experts who.have ever disassembled a sofa to load in the car. They can carry it. I explained that perhaps they could take off the back since they knew how but no, they all knew how but since it was a clearance item they couldn't lift a finger. Only.the warehouse guys could and the warehouse guy was "in a meeting" "having a Christmas party for his employees" etc...Also told that "usually when we "get rid of this clearance stuff" people show up with a truck. There were many able bodied men and women employees with no customers on the floor but none wanted to keep a client enough to provide service. I came back at 6 with a son. Again many healthy looking men and women with no customers on the floor. Absolutely no assistance. Same woman standing in the garage who could not assist and the "warehouse guys" were gone for the day. By then id checked the sofa dimensions online and noticed that the real price online was $1300 and it was not marked down or discontinued. Where did they come up with that $2300 original price? I had googled how to remove the back. It took about 3 minutes and was not hard at all. Got another line about not.being able to touch the clearance furniture. When I pointed out another retailer that did remove the.back of a recliner and helped us get it in the car I was dismissed with "all there furniture is on clearance" as if Ashley folks are just.to spiffy to handle the riffraff "clearance items". They did not one thing voluntarily to be helpful or to foster a good customer relationship for future business. They behaved as if my "clearance sofa" disqualified me from any sort of normal human kindness in the form of customer support and/or decent person interactions. What a horrifying place to learn customer...

My wife and myself were looking for a new living room set and tables. We decided to stop in at Ashley furniture to browse. While in the store located on Manchester road in Missouri we found a few different sets that caught our interest. Then came the start of our negative experience with Ashley. A "MANAGER IN TRAINING " named Brandon. We told him what we was looking for and and he started with SALES TRAINING. We showed him what we was interested in. We then asked about pricing and availability. For pricing he stated there was some kind of sale going on, like 30 or 40% off. He wasn't sure. A manager in training and not sure of the stores specials, WOW. I could not believe that the so called manager in training would not be aware of what promotion the establishment where he is employed at was offering. After we went back to the main level of the store to look at tables Brandon then told us he would find us a sales person due to him being a manager in training he couldn't sell us furniture. I kind of felt like why did he begin to assist us if he wasn't going to finish the deal. We then began working with a different person. We told him the living room set and tables we were wanting to purchase. The person then took a picture of the table tags . He was able to give us a price but could not tell us availability at that time due to system issues. Brandon and the salesperson stated that they would contact us the following week to let us know a time frame. Two weeks later we drove back to the store to get some kind of update or time frame . We tried calling and phones were not working. I walked in and there was Brandon sitting at a table. When I asked why they haven't called to give us a time frame he stated "THEY WERE NOT REALLY GOOD AT FOLLOWING UP WITH CUSTOMERS ". I became upset with the way we were being treated. I at that time told Brandon if he did not communicate with us then we would cancel our order. He at that time became receptive to what I was saying. Our delivery date came. Living room set was correct, the table set was wrong. They had one table correct. We refused the wrong 2 tables. They set up delivery for the correct tables the next week. When they returned for delivery they had one table correct and sent out the same table we refused the first time. They set up delivery again for the next week. We then returned back to Ashley to talk to the store manager Bryan. We told him of our experience from start to finish. He was very frustrated with the problems we have incurred with a simple purchase. Bryan talked to us as people and treated us as a person not just customers. This is really a quality much forgotten in the sales industry. For this we say THANK YOU BRYAN. TO BRYAN AND THE DELIVERY STAFF WE GIVE YOU 5 STARS. TO BRANDON IF I COULD GIVE NEGATIVE STARS I WOULD.

Update. They responded to my review and requested information. I sent them what they requested. Someone contacted me the next day by email and asked what my complaint was. I answered by stating i wrote a review with my issues in it. They responded by stating they could not see my review. How are you supposed to help someone without being familiar with the complaints or issues. Even at the top it seems like there are issues with communication and possibly following through with task. I believe it seems lack of training or lack of caring for thier customers. Really disappointed with these...

Got a new couch in Feb.  Both arms squeaked loudly when you sat down or put pressure on them.  I called Ashley to find that their warranty dept was an outsourced company.  I was given the wrong number 2x.  Finally got through and started a claim.  They had me send pictures of the couch (strange process to try to identify the issue via pics) so they ordered parts to be sent to my house and scheduled a tech.  They give you a date, however can't tell you the time frame until 2 days prior.  The tech came and started working on the job to find they didn't send the right parts.  I was frustrated since I took the day off work and called to see if they could just do a replacement couch.  The rep put in the order and while I was on hold for 20 minutes she forgot to put herself on mute so I heard her kids, dog, sounds like she made herself a snack. Not sure what was going on but she said the replacement couch is on backorder and wouldn't arrive until April 2026.  Fine. Got a call later in the week saying the parts were on order so they would instead send the tech out for the 2nd time.  Frustrated, I agreed for the tech to come on a Saturday 1245-445.  While at work that morning, I got a text (oh all of their communication after the claim is processed if done via text) at 10:20 saying they would arrive at 10:42.  I replied that this was not the time frame I selected and could not get there until 1130.  They replied "the tech team can not be delayed".  Leaving no number, I texted back, asking what that meant and for a new time since I was at work.  Got a text with my new time 12-3.  The tech started working and 1.5 hours in I could tell he was frustrated. He said they only gave him 1 hour to complete the job and he wasn't even to the problem yet.  I asked him how he was supposed to get both arms done in 1 hour. He said, "Both arms?".  He had no idea they were both broken.  He said he had to go for the next job.  They texted me Sunday asking for pictures.  I laughed saying the couch is making noises...the pics look the same as the tech stapled the arm back together.  I contacted Ashley who sent me back to the warranty dept again.  The warranty dept refuses to approve a replacement couch and wants to schedule me for a 3rd appointment for the tech to come out.  Absolutely not!  I called a week later to find my ticket had been closed down with the tech noting "project completed, work has been done".  I'm now told I have to wait until May 12th to start a new claim.  I called Ashley Furniture West Co and they are not accepting any ownership even though I paid the delivery fee for a brand new couch that was delivered broken.  I love their loyalty not for their customer but standing behind their horrible, incompetent...