Ashley — Local services in Mason City

We bought two mattress sets from them and it has been nothing but a nightmare from the beginning. First of all our sales rep promised us things that we later found out were completely inaccurate. He told us we were able to get our daughter’s mattress prior to ours, since ours was a special order, if we came and picked it up. Was told it would be just a couple of days. So we sell our daughters bed to be picked up the day we could go get her new one. Phone call that we could pick up her mattress never came. I called, found out from the store manager that hers would not be delivered til ours was because we used the rebate that was offered on our mattress towards part of hers. So she had no bed for weeks!! I ask the manager what he is going to do about this and he says nothing. I got no apology, no credit, nothing. It’s not our fault we were fed complete misinformation from their sales staff. He truly could have cared less. Our mattress is to be delivered and they show up two hours before the time window even started and we weren’t ready. So they leave everything in our garage and leave. I call the store, the manager tries to get them to come back but of course they won’t. So we have to get some friends together to help, as our king mattress was very heavy. He did offer us a 50 credit for that. Just our luck, the king mattress ends up defective. Call the sales rep back from the store who informs me to call customer service and they will order a new one no problem. I call, the lady is rude, tells me I have to go through the manufacturer. I have had the mattress in my home less than three days!! No, I’m not going through them. All of the sudden I hear music playing in the background and a lady picks up and says, “Ashley Furniture, how can I help?” I had been transferred to the local store without any knowledge of being done so. It becomes a huge hassle and takes almost two weeks to get the ok to get one ordered, then another two for the order. We set up delivery for the day after we were to get home from a trip. The confirmation text says 12am-3pm delivery time. We thought clearly it was a typo and it should be 12pm-3pm. The next day I get a phone call that yes, it was 12-3pm. We got home in the wee hours of the morning and there is a knock on my door at 7:20 am!!!! I tell them they aren’t waking everyone up, I will have to reschedule. 9 days later they come back and are bringing the mattress in, it is clearly bowed and the plastic that is to be sealed around the mattress has holes in it the size of my head. I told the delivery driver this wasn’t ok and they were going to be ordering a new one. The sides won’t even touch the bed it’s so warped from being stood upright for so long under a lot of weight. The mattress is very dense and heavy. Should be for over 3,000. It is also musty smelling and dirty, I’m assuming from the gigantic holes that were ripped open on the plastic. He agrees, makes a note in his phone, tells me corporate will call me that day. I also called the local manager for the heads up, he said he’d make some calls if they didn’t take care of it. Corporate calls three days later, very rude asking for pictures repeating several times that the mattress was defective and how could I have two defective mattresses! These are special order she states and we aren’t ordering another one without due cause. I explain to her this was THEIR fault, not a defect! It was THEIR mishandling of the mattress in the first place and we did nothing!! It came to us this way! She asked me to email pictures, and I would be hearing from them within 24 hours. I have yet to hear from the manager of the store or corporate and it’s been four days. I am fed up! This has been a nightmare and such a huge time suck, with the phone calls, the run around, the misinformation repeatedly and the rudeness! What makes matters worse is there have never been apologies or any real decent customer service. Especially when spending this kind of money. Such...

Where do I start? Our salesperson, Adden, needs to learn how to communicate in a less awkward way or find work in a profession where his communication skills aren’t such a big part of his job. He made our entire buying expirience terrible my girlfriend and I spent the whole time looking at each other wondering what was going on. We were told that our pick up would be ready on a specific date. It was not. There was zero communication to the fact that delivery dates to the store were estimations. There was zero communication to the fact that a piece of our almost $2,000 dollar order was on backorder. Then there was no curtousey call from our terrible sales person that our order would NOT be ready for pickup on the pre-agreed date. Then on the above mentioned date when I showed up with a trailer and a friend, that gave up his free time to help, to get my merchandise the entire sales staff seem surprised to the fact that I was angry. I was given excuses for the terrible service like: “Well maybe Adden was stressed out because he was having a hard time figuring out the financing.” Well, when we showed up to buy the furniture we had pre-approved financing.... what did he have to figure out. Then when the manager, who was impatient with our frustrations and anger, got involved he ended up promising us delivery the following Tuesday. Guess what? We didn’t get our delivery on Tuesday! Now we are being promised delivery on Thursday. Stay tuned I’ll let you all know when they muck that up too. In 32 years I’ve literally never had a worse expirence in a customer service situation. The only reason they are getting one star is because I cant write a review...

I was in need of some furniture in the midst of the exciting time that is Covid-19 and perused the Ashley Furniture website. I fell in love with a sofa and loveseat and had about 9,000 questions. Because nothing was open at the time I decided to take my chances with the customer service chat option to get some of those questions answered. Dan Dohlman from the Mason City, IA store was the lucky individual who responded. He is by far the most helpful individual I have ever worked with in any store. He was polite, friendly, knowledgeable, and patient with the endless amount of questions and reassurance seeking I had. "What if I don't like it? What if it's not comfortable? What is your delivery policy?", etc. Because Covid-19 has been never-ending, I continued to reach out to Mr. Dohlman when I had additional questions following my purchase and to make an additional purchase. I live in another state, mind you. Even as I type this the stores in my home state are open and I would prefer to work with Mr. Dohlman over other associates at this company (no offense to them or anything, I'm sure they're lovely). He has been absolutely amazing to work with. I highly recommend asking for him if you are in his store. You will get the best...