Ashley Store — Local services in Mayfield Heights

I typically view life as you win some and you lose some. Unfortunately circumstances do happen but, as long as everyone is putting their best effort, no hard feelings. However, the quality of customer service and professionalism that’s been demonstrated by management, Jaime Stokes, of this location and Katrina (who refused to share her last name with me) from the delivery department have been extremely disappointing and disrespectful.

1. Jaime Stokes is only interested in pushing a sale to make numbers for his location so he’ll promise delivery of needed items (in our case split into two separate dates with his confirmation that whole sleeper sofa set would be delivered by 11/7). Once you, as a customer, sign your acknowledgement of 12 percent cancellation fee you are stuck with it regardless of how badly they mess up their commitment to you.
2. Warehouse, Katrina, makes logistical changes without any consideration for client’s needs. Store location points at warehouse and warehouse points at a store location. Client is a monkey in the middle. My sleeper set was split into multiple deliveries with only partial order being delivered on 11/7. Our house is a standard floor plan that was built in 1979 and we selected a smaller set since it was for our basement (which was voiced multiple times during our 2 plus hour visit). Delivery guy said it wouldn’t fit (no physical attempt was made to fit since only partial set was delivered). Our only options include selecting another item that most likely won’t fit based on available parameters or cancellation with 12 percent fee. Liability for misrepresentation of delivery timing (which was a dealbreaker for us at the time of sale), lack of consulting on furniture fit and lack of proper communication/notation with a warehouse team to ensure client’s request timing is considered, become finance responsibility of a client by forfeiting 12 percent from the total price of cancelled items. Management is not interested in discussing or accommodating these circumstances. I am greatly disappointed in the level of customer service that does not care about professional etiquette and client retention. My wife has been to the store 3 times and is still waiting for Jaime Stokes to...

So disappointed with this store, and Ashley in general. Purchased a sectional on November 6th. Had it delivered November 24th. When it was delivered, we noticed right away when they brought a section in that it was unwrapped, like it had been used or most likely returned already, while all the other components were wrapped in plastic. Sure enough, once the sectional was put together, the unwrapped component was defective, and did not align with the other parts of the couch, not to mention the stitching on the back of it was screwed up. Took photos and went back to the store to show them (since the employees delivering the furniture are a third party and do not work at Ashley), and they agreed it needed to be replaced, and that someone would be in touch.

I received a text from them shortly after that, stating that the replacement was ordered, and we scheduled a 12/16 delivery. About a week before the delivery, they texted me again, and said they had to reschedule, because the replacement was going to be late. They now said I could have it 1/10. I stated this was unacceptable, and then all of a sudden, I could get it on 12/30. Great. Let's do it.

Just got another text from them (12/20) stating that there was another delay. Now they needed to push it back again 1/9 (ironically the day before the original date they said a replacement available.) So I'm pretty sure they straight up lied to me when they moved the date up.

They are blaming supply chain issues, but come on. They have been using that excuse since Covid. I work in construction, building retail environments. The supply chain is fine, even importing from overseas. They are just late.

There has been no offer of any sort of a discount on the defective furniture. Instead, I am just at their mercy until this thing is delivered.

Save yourself the aggravation with these guys and go to Wayside. Bought furniture from them and have had zero issues at all.

I do want to also add, the salesperson at the store was great. I have no issues with them. Just have issues the way we have been...

Was greeted by Matt. I explained I need living room and dining room furniture. Explained I didn't know exactly what I was wanting but just need space and time to roam to find what speaks to me. No pressure selling at all. Checked on me time to time to make sure I didn't need anything while shopping. I found a living room and dining room set that I love. He explained how I can do the 24 months deferred payment plan since I need a lot of furniture. It allowed me to keep some of the money I actually had to pay for my furniture. I could put the money towards other things I needed for my home. Applying for the store credit was simple and easy. Got approved. I was able to get my couch set within a week and my dinning room set in 2 weeks.

After my couch set was delivered I called Mat and said I would like to change the dinning set. Matt said no problem and said to come on in to change it. Came in Matt directed me to a dinning room set that was to my description I told him over the phone. I didn't like the chairs that was with the table. Matt went and got different chairs brought them up to the table so I actually see what it look like all together. Perfection. Matt made the switch super easy and was very accommodating with me changing my mind on the original one I had picked out. Didn't let me feel bad about the change.

Both deliveries was amazing. I received a text 2 days prior to tell me the time slot and day it would be delivered. The day of I got a text 10 minutes prior to arrival. They called to let me know they were here. Came in asked where furniture goes. Brought in furniture. Made sure my door way was protected from bumps or scratches. They put the furniture together for me. They were quick, on time, and very kind to me. The only suggestion I have is for the delivery people should have shoe coverings to protect the carpet/flooring. Other than that I have had a great experience and would refer...