Ashley Store + Outlet — Local services in Medford

Again, ONLY BECAUSE of Jordan, have I raised my review up to 3 stars.

UPDATE 3 March 22nd, 2025 @ 3:34pm. Keri called me. She obviously didn't know that Jordan had called and made things right. She kept saying that her manager had just told her that she could refund all my money "right now." She kinda apologized but never really took ownership for her behavior, but it seemed like she was placing the blame onto someone else. I told her Jordan had called me personally, and that it was too late now because the family emergency I had was in regards to my mom. I was the only one out of 4 daughters who couldn't & didn't make it in time to see her in time.

UPDATE 2 ONLY BECAUSE of Jordan, have I raised my review up to 3 stars.

March 21st @ 1:07pm Jordan the store manager called me personally, said he had seen my review (I believe he said on his day off), had asked another manager to reach out to me (which didn't happen). Jordan apologized, took responsibility for they way things happened, and gave me a couple of choices, which included canceling my order & refunding the whole amount, or I could still have the dressers delivered, and he would refund the delivery charge. I appreciated Jordan professionalism, kindness, and the fact that he personally reached out to me to correct the situation. I have chosen to have the dressers delivered.

UPDATE: I have now dropped this down to a 1-star review.

March 20th, 2025 @ 1:49pm I called to see when my items might be delivered (since I hadn't gotten a call in regards to scheduling) The lady who answered the phone (after asking for my name) said that everything was in and some one should be calling in the next few days. I said that my paperwork said tentative home delivery 03/21/2025. She said mmhmm - goodbye and hung up.

March 19th, 2025 @ 12:39pm Keri did reach out after seeing my review. I unfortunately wasn't able to answer when she called. She did leave a message.

I would have liked to have given a 5 star review. The day we purchased a couple of dressers, everyone was great, very friendly and professional. But then the attitude I received when I called to see if I could cancel my order because of a family emergency was shocking, rude, and very unprofessional. When my call was forwarded to Keri (at the Crater Lake Highway Medford, OR location) she was very rude on the phone, gave me attitude, and told me that "all sales were final", but she would pass on a message to her manager who was helping unload a truck and that she would make sure he got the message. I never got a call from said manager. PER THEIR PAPERWORK, yes it does say that all sales are final, BUT right after that, it says "Any cancelations and/or returns will be charged a 25% cancelation fee. We do not accept returns after 48 hours from receipt of product. (We still haven't received the items purchased) So I should have been able to cancel. I will update this on how the delivery goes when that happens. Teri Muck...

I purchased an outdoor sofa from Ashley in 2021 - they charged me about $100 more than the advertised price, but it was in stock, and I wanted an outdoor couch for summer. The sofa was slightly damaged during shipping, but it was still usable after I made a minor repair. During winter 2023-24 the cushions were carried off by a bear and destroyed. I called Ashley twice and left messages at "parts", but I did not get a return call. The third time I called the general number and had them leave a message for "parts" - that finally resulted in a call back and I ordered (and paid for) new cushions from Ashley on July 11, 2024. I was told that they would arrive in 4-6 weeks - not good but I went ahead with the order anyway. On August 6, I emailed to see when the cushions might arrive. They wrote back that they were scheduled to arrive August 22 (exactly six weeks from the order date) and that they would keep me updated. On August 23, after hearing nothing more from Ashley, I emailed again and when I got no response to that email, I called on August 28, and was told that they were scheduled to arrive on September 10, but that was only an estimate. Two months or more to ship a few cushions for a sofa that is still a standard item in the store and on the website is not acceptable customer service. At this point I am doubting that I will ever get the cushions. Now, for me, Ashley represents low quality products and poor service.

Within an hour of posting the above review a local representative from Ashley called to apologize for the delays and and to offer to bring some cushions from a store about 100 miles away that had a matching sofa in stock. They brought them a couple of days later. That is the kind of quality service I expect from someone who wants my business.

The original review that I wrote got the attention of local store management and that is what drew the response - so writing reviews can improve your own experience and hopefully future customers experience and lead to better store policies, procedures and performance.

The local staff were helpful and friendly. The color of the new seat cushions are a very good color match with the 3 year back cushions - so very little fade. Consequently, I have amended my review for 1...

We have had the absolute WORST experience here so far.. The sales process was fantastic, they were great in the store and helped us find what we needed. That’s is where it has stopped. Upon delivery the couch was extremely dirty, they stripped multiple bolts on our kids new bed frames that weren’t even screwed in all the way and there was a puncture hole in the couch. Even the delivery people told us that they would probably just have to replace it. That they’d never seen it that bad. They told us that they would alert the store to the issue and that they would be in contact with us.. Well, it took my wife 3 days of calling, 2 messages left and then actually going down to the store to get somebody to contact us about it! On top of that, when they did contact us, they said they would send somebody out to try and fix the bolts and clean the couch. Ok, fine. So those people came today, they did fix the bolts, but when they got to the couch they said there was no way they could get that off after trying to clean it, they said they would have to be replaced especially since there was a puncture hole. They again said they would alert the store and have somebody contact us. When that person contacted us, their resolution was to order more fabric, cut the couch and patch it with new fabric.. What?!.. We came in and spent thousands of dollars on this couch, even bought the 5 year warranty, and it was DELIVERED defective and they will not even replace it! This is not just one minor stain but mutliple stains that will not come out on multiple different parts with a puncture hole.. I don’t want a patched couch that I just paid thousands for.. I came in expecting to get a new couch, in new condition, and we shouldn’t have to fight to get what we paid for.. If I wanted a dirty couch with a hole in it, we could have paid far less.. This has just been the worst and I’ve always had good experiences here.. We’ve bought many of things from this store specifically and nothing has ever been wrong. Now the one time something is wrong, through no fault of our own, I expected a painless experience. Boy...