Ashley Store — Local services in Maumee

Overall awful experience, we will not buy from Ashley again. At store 3 hours and our order was written down incorrectly by our salesman, Tim H. (missing a bookshelf we wanted to purchase) and then due to computers being down, was then entered electronically incorrectly (missing 2 sweater chests plus bookshelf). We paid for delivery and set up of our furniture (should’ve received 2 twin beds with drawers underneath, 2 mattresses, nightstand, 2 sweater chests and bookshelf) and we did not receive sweater chests or bookshelf then (9/27). When I called Ashley and spoke to Becky within an hour of delivery, they did not have sweater chests or bookshelf on their electronic order but luckily I saved written order from store that noted sweater chests. This is when I also noticed that bookshelf was not written on order at all (salesman has bad handwriting and I had to text a picture to office staff for them to even try to read it for me). I also had to spend 25+ minutes trying to find bookshelf we wanted on website to text a picture as well since name was not written down. Our salesman, Tim H., was not in store that day and we were told they would talk to him to see what could be done and someone would reach out to us. Called the next evening at 6:30 pm and spoke directly to Tim because I had not received a call, and he said he would look into it and said he would follow up with me to let me know what could be done. I still had not heard a single thing from anyone at Ashley by following week but we received text message about delivery on 10/2 or 10/3. On 10/4 at 1:50 pm I reached out to store again to inquire about why I had not received any follow up call about what was even being delivered and spoke to Savannah about issues and requested to speak to a manager. She said store manager was in that day and took my phone number for a callback and I never received a call. We scheduled delivery for 10/18 by text due to needing furniture asap so we can clear a room to start setting up a nursery. Still have not heard anything from Ashley. Have tried to call multiple times myself (since I was one with all info) but due to my work schedule I wasn’t able to call a lot during their business hours or wait on hold. My husband has also tried to call a couple times and has gotten no answer or busy signal. I also addressed issue of the beds being put together incorrectly and my husband having to completely take apart and redo both. We also are left with 3 legs in each drawer that we have no idea where they go and we were given no directions for or even told about. Delivery on 10/18 was only 2 sweater chests, no bookshelf, and one of chests was damaged so now back to still not having our entire order and absolutely no follow up from Ashley. I work in retail and understand being busy and mistakes happening but the complete lack of follow up with me at all is unforgiving. I was never rude or mean and was patient waiting for follow up, knowing that they’re busy (I’ve been yelled at too many times myself to be that type of person) but the complete lack of customer service...

Found an electric reclining couch that was just what we had been looking for, on and off for the past year. Paid for/ordered said couch on March 8. We were told that it would be 3-4 weeks until it was shipped to the Bowling Green warehouse, at which time we would be able to pick it up. So at the 4 week mark we had donated our old couch in anticipation of getting the new one any day. At the 5 week mark we hadn’t heard anything, so I called the customer service number to inquire. They had no information but said that someone would contact me in 24-48 hours. Nobody ever called. So then began our weekly ritual of calling to check on the status of our couch, each time being told that someone would call us back in 24-48 hours and NEVER getting a call back. We tried the customer service number. Tried calling the store directly. Each time being told we’d get a call back and not once having that happen. The only reason we didn’t cancel our order was because it took us so long to find a couch this style that we liked and we REALLY wanted it. All this time we had no couch in our living room. At one point 18 weeks out, my wife had called and was told that the couch would b delivered to the warehouse the next day. So the next day she called to verify that it had been delivered to the warehouse and they confirmed that it was. We made an appointment for the next morning to go pick it up. So, the next day I show up with my truck and trailer, and… no couch. The warehouse doesn’t know anything about it. I again call the customer service number while still at the warehouse parking lot, wanting to know where my couch is at, that they had confirmed was there. They could offer me no excuse but said that it was now scheduled to arrive in 3 more weeks, on August ,3rd. I did argue for our time and frustration and was granted a 10% discount from our purchase price at that point. But, two weeks later, that still hadn’t posted to our account so I had to call AGAIN. Finally, I got a confirmation number and the money posted to our account. And, low and behold, on August 3rd, over 21 weeks after we had ordered our couch, we were notified by txt and email that our couch had arrived at the warehouse. Not holding my breathe, I went to the warehouse on the first available day, August 5th, and was able to pick up our couch. So far, we love the couch. In the end, our 3-4 week wait turned into over 21 weeks. What irritates me is not necessarily the fact that we had to wait so long for our couch, it’s the fact that the customer service was so poor. AT LEAST a dozen times my wife and I had called to check the status of our couch, each time being told someone would call us back, and not once did we get a call back. Then the first time we were told it was in and available for pick up and it wasn’t there??? I will say that the pick up at the warehouse was smooth and efficient. Other than that, customer service was flat...

My husband and I have been loyal ashley furniture customers for years. We purchased two living room sets in may and the day they delivered our furniture the storage ottoman had a huge stain in the top cushion. We called to have it replaced and yes they did come out to bring a new top but the guy cleaned it and said it’s best to use their cleaning solution because it takes too much time to replace the top. So they left the top. And now within only few months of owning our furniture, three of the cushions have started pilling on our sectional. We aren’t hard in our furniture it’s just me and my husband that sit I them. They told us with our year warranty if any problems they would replace anything. Well we called the Holland store in Toledo where we purchased them and now they say that they aren’t able to replace the cushions. Which this is so unacceptable. We waited almost 4 months to receive our furniture and with light use they are pilling and they should replace the three cushions. Where is customer service anymore. We spent $30000.00 on this furniture and we should be told absolutely we will replace those for you to keep their customers happy. Such poor customer service. We were patient when we had to wait so long to get them and what is wrong with them nit wanting to keep their customers happy on just replacing cushions?!?!?!? Everyone works so hard to to have nice things and we were so happy to be able to order new furniture for both rooms. Piss poor customer service when we’ve been long standing customers. They want to do all they can when your looking to buy but once you do they could give two sh@&$ about the after care and problems. We won’t let this go , as they should be more than happy to honor our warranty as they told us in store if any problems they would take care of it. They’ve lost a customer from us and also our family members who’ve purchased there before are aware and will be going else where in the future! As many people as I can spread the word to about their terrible customer service I will make sure that...