Ashley Store — Local services in Memphis

1/2 I usually prefer to handle matters directly but am forced to write a review seeing as I cannot manage to get assistance from the current management at Ashley’s Furniture Cordova. Dealing with this Ashley’s Furniture location has been an absolute nightmare. Management and staff are incompetent and customer service is non-existent. I have been trying to access a credit that I have been due since March 2020 and have been given the run around for going on a year. I have dealt with three separate managers and numerous representatives over the course of this time period and apparently there is zero communication taking place among this team. They also do not appear to believe in documentation as I have had to call and go in person on numerous occasions and explain my situation repeatedly since no notes are ever made to my account. When I do speak to someone I am constantly told different stories about why a simple credit THAT I AM DUE is still not on my account after all this time. Regarding the more recent encounters, I went in person in December and spoke with the manager at the time, Beth, who assured me that the credit was on my account and all I had to do was come in when I was ready and pick an in-store item. When I returned in January to place an order for a nightstand, I was told by the customer service representative and the current manager that I could place my order with them and they would call me within a few days to schedule a pickup date. I assumed the matter was taken care of and I’d be picking up my nightstand some time the following week. I even received an automated email from Ashely’s that same day regarding my recent order. When nearly a week passed without a phone call to confirm a pick up date, I called and was told by a rep I could schedule for any day Tuesday-Saturday. Since I was hoping to pick it up Sunday or Monday, I told her I would call back once I confirmed which of the days I would be able to do. I called back ten minutes later and was told my item was on layaway and awaiting payment before I could schedule a pick-up date! After having to repeat my entire situation again with Chuck, another member of the team, I was told credits are only applied by corporate and that they had not yet applied my credit. I am completely lost as to why this was my first time hearing this and I had previously been told by the manager that my order was placed and it was just a matter of picking up the item. Chuck stated he would share this information with Monica, the operations manager, and I would receive a call back soon. Monica never called me back. Over the course of the last couple weeks, I have dealt with Monica, on three separate occasions - twice over the phone and once in person. The first time, I called Monica since she never returned my call and she said she had no idea what I was talking about and that no notes were on my account. I had to explain myself again and she said she would look into it and get back to me shortly. She never called me back but had one of her staff give me a call letting me know a request had been sent to corporate to apply the credit to my account so the order could be completed. The rep stated that the typical turn around for a credit to be applied by corporate is three days and I would hear back as soon as the credit was applied. I waited a week and called Ashley’s as I never received a call once again. This time I was told that Monica had entered the request for the credit as a gift card request which was rejected by corporate since it was supposed to be an A/R request. I don’t understand how the operations manager is unaware of the appropriate department to which a credit request should be sent. At this point, I decided to just go in and speak with Monica in person. During our in-person encounter she sat with her representative as the rep submitted another request to corporate and supposedly to the correct department this time. I was told it was submitted under the highest priority available which had a 24 hour turn around time...

Update: A nice lady contacted me from the Corporate office: Long story short. She apologized for the unprofessional behavior and bad customer service I received from the Cordova location. She said she would email Lee and let her know that I would be able to return the mattress pad. God is good and will not let His child be put to shame. So, who had the last laugh was me. You don't mess with a child of God and think you are going to get away with it. Lee and Justin definitely needs to go back to training on customer service. Everyone I told couldn't believe they talked to a customer like that. Good they work for Ashley's because any other company, they would have been written up or FIRED. The customers are the reason you have a job. If it wasn't for the customers, the company wouldn't survive. You lost a sale and money. I took my business to Rooms To Go and got Top Tier customer service from Amber.

I received the worse customer service I have ever received in my life. I made a purchase in your Cordova, TN store Saturday.  I changed my mind and decided to go with a mattress a little less expensive.

I contacted Michelle today to let her know I was coming back in today after work. She is the young lady who sold me the mattress and I also purchased an island for my kitchen. When I arrived at the store, she was working with a customer. I told her, I will sit and wait until she finish with her customer.

A caucasian lady came by and asked if I needed any help.I informed her, I was waiting on Michelle.  She was very nice.

Next thing I know, a black lady comes and state she is the Assistant manager Lee Conley.  I told her I was waiting for Michelle. She says well Michelle can't help you if you are doing a Return.  The way her demeanor from the beginning was just off.  I told her the price range I looking for. She automatically walks off towards the high price mattress in the back. I told her what my budget was and she kept asking. It was like she was just trying to make me just purchase something whether I really liked it or not. She was really unprofessional. After so long, I just wanted to return the items. I was willing to come back after my doctors appointment,  but the way her attitude was, I just canceled the entire order. Then she proceeds to tell me I can't return the Ver-TEX Queen, which I was never informed,  in that case, I wouldn't have purchased it at all. Her name is Lee Conley. She said it's just like underwear. I said, it’s been in my trunk since Saturday. It's never been opened. That doesn't make any sense to have me stuck with a $349.99  purchase that I will never use.

I asked her for the corporate number, she told me " no" I said well you call corporate for me. She said, no she can't.

So, when I saw a caucasian man Justin Holloway walk up, I said excuse me sir, can you call corporate for me. His attitude and bad customer service was worse than hers. They are the ones with the attitudes, but he said somebody woke up on the wrong side of the bed. I said no I didn't,  it had to be you. I told them they would feel the same way, if they were stuck with a $349.99 item that they don't need.

He said, you are the one with no bed. I was like "wow" to myself.  I said I have a bed.

This are the type of people Ashley furniture hire? I've NEVER RECEIVED and I have received bad customer service before,  but Ashley furniture your employees take the Whole cake. I said before I will never shop with your company again.  I gave you all another chance and this is the customer service I receive.  All I want is to return this item and not deal with this company again in life.

If you all don't let me return this unused item, I will be reporting this to the new stations as well.

Not a...

I went into the Ashley store on 8/9, where I preceded to spend over $8000 on furniture. While checking out I was told by the sales lady that all my items were in stock and would be delivered in 8/19. I get super excited as 8/19 rolls around. The day comes and I get notification of the time frame of my delivery. Delivery guys do get there during the time frame perfectly. Lovely gentleman comes in and asks me where I want everything. So I point out where everything will go. As they unload, the gentleman comes back to me and asks what all I ordered. I tell him and he goes”I don’t have all of that”…. Huh? They don’t have it? Where is my stuff? He does help me get in touch with a lady I guess who is at the warehouse who tells me those items have been back ordered and should be in the following week. NO one called beforehand to tell me this. I had to find out on delivery day. But that’s not all. The nightstands I did get with this delivery were scratch very badly so they had to send them back…. Then the Cherry was the delivery guys delivered me the wrong mattress. When I informed them that was not the one I ordered, he proceeded to tell me he must have gave mine to another person but he would go get it. Hours later he did bring me back my correct mattress, which you could tell had been opened and place on that other person’s bed. With all the stress of missing and damaged items I failed to realize until after the delivery guys left that one of the chairs to the $1400 kitchen table had a wobble. I reached out about that. Still waiting to hear back on resolution.

Oh but the saga continues. The next week rolls I around get a call that the damaged night stands they only have one in stock so will be a week or so to get the second one in. But thankfully the rest of my furniture does arrive safely.

A week later the second nightstand is set to be delivered. My fiancé takes off to meet them. Said be there between 1-4. Well at 5 pm they finally arrive. My fiancé opens the door for the gentleman and guess what???? He drops the nightstand. Yeap drops it. Hitting my fiancé in the leg with it, which part of me is grateful because his leg protected the nightstand that took almost a month to get in from being severely damaged, as of now it just has a small nick on back corner. Which I did send the video and pictures to the company via that stupid Jenny bot.

So honestly I wouldn’t waste my time if you are looking to buy furniture. For the price I paid for everything it should not have taken a month to get all my furniture in especially when I was told it was all in stock. And their “white glove” delivery includes items coming in scratched or them dropping them. This has been completely frustrating and draining. I personally won’t...