Ashley Store — Local services in Mesa

I was visiting Mesa for Thanksgiving. I wanted to buy a recliner for my mother. She and I went to the store in Mesa. We were greeted at the door, which was nice. The salesman asked what we were looking for. I answered him, 'we are looking for a recliner'. He didn't look at me. He asked my mother, 'what color?'. I answered 'grey'. Again, he did not acknowledge my presence (not verbally or through eye contact). He asked my mother if we were wanting manual or electric. Again...same thing. (I am a Muslim woman who wears hijab, my mother is not. I suspect that may have had something to do with him ignoring me). We walked to the back of the store to look at what was available. Mom was deciding between two. She chose one that was $299. Salesman took my card and rang us up. While he was doing that, Mom changed her mind...she wanted the other one which was $150 more. So salesman did a second manual charge of the difference ($167). They also charged $100 for delivery (which was on the first charge). Well, we get home and out of curiosity I checked Amazon and found the exact recliner for $50 less, plus free shipping with my Prime account. I was already upset about the disrespect I was shown. I mentioned it to Mom...she re-affirmed that she noticed the salesman's total disregard of me. I decided to cancel the order. I called the store that same evening at 7:30 pm and got an automated message to call back during business hours (10 am to 9pm). I tried customer service the next morning, was able to cancel and got a confirmation number for the cancellation. I traveled back to my hometown that day. The following day, Ashley called my mother saying that they can refund the first charge but not the second ($167) charge because that was charged on a manual machine. I called the store and the rep absolutely insisted that they could not refund the charge without the original card present. Can't refund an electronic payment in this day in age? The only alternative she offered was that 83 year old Mom, go to her bank and get a statement from her bank that she does not have a card (with the same last 4 digits), then go back to Ashleys with this 'statement'. Then they would be able to refund her card. Obtaining an official document from the bank that you don't own a card with the same last four digits seems like an unachievable task. If the salesman had followed proper protocol in the first place and completely voided the first recliner instead of manually charging the balance, this would not have been an issue. I told the rep that I will just dispute the charge with my bank. She told me, 'good luck with that' in a negative tone. The whole experience was very impersonal....definately a corporate entity with all employees following a rule book with no regard to logic. This is partly why Amazon has done as well as it has. They pride themselves on customer service. I am actually pleased that I am still able to gift my mother the exact same recliner that she wanted....without giving my business directly to Ashley. The chair still comes from Ashley, but I am happy to know they will have to pay Amazon their dues....and...

Well our experience with this store was not a good one. We bought some outdoor furnitures back in 8/9, the sales person Richard was so so. Didn't seem too really be too enthusiastic to help us. We ask for certain pieces and he got them down in system and said the delivery fee would be $200 and gave us no other options. We said that outrageous we will just go ahead and pick them up. Took us back to the service desk and left. So the folks at the service desk did all the work. Come to find out the warehouse is clear in west side of town. But it was better than paying $200. Well the furniture was to arrive a certain date but it didn't so it was like 2 weeks more the 30th. In the meantime the furniture arrived at the warehouse and the chat bot that Ashley has is so ridiculous, not talking to a live person just a system. That went on back and forth for a week to schedule a date to pick up and questions we had. We never got a live human being to talk to. Come to find out we did some checking and chat with a customer service on line. They said it should be free delivery. We went to the store today and saw the sales person Richard and the other guy we talked back in early August, we asked about the free delivery and they both said yes free delivery. We went back to the customer service desk and explain our issues. Plus we're not able to pick up as husband has to start working 6 days a week. The one gentleman try to page Richard to come back to the service desk and was told he was busy with a customer. But still needed to come back and handle the issue. He told us he was not going to do his work. Richard never did come back, so the nice lady helped us but she checked the system and said it was not a free delivery, we were told wrong. We had no choice but to pay for delivery $170 more just for them to drop it off at the door. As we were leaving Richard and the other sales guy were sitting talking to another salesperson. Didn't see any customer around. So long story short, we were lied to, been ignored and had to pay more even tho we were told a few times it free delivery. We're not coming back to this store again. We'll go to the other one at San Tan which we should have gone back in the first place. They were more polite, friendly and eager to help us. We did this Superstition one cause it was closer...

So disappointed in Ashleys. I have purchased and been a loyal customer of their furniture in other locations and always been super happy with the sales people and customer support. The store in Mesa has failed every single way they could fail. I was moving out of state and I needed a couple of key pieces. I ordered a bedframe, a boxspring and a mattress. Unfortunately, the boxspring doesn’t fit the bedframe and I even called back the installation team to say this doesn’t look right they told me no problem. Just call the store. They’ll replace it for you. Well, that is not true now the store is saying you never should’ve accepted it. Well, if there’s someone who told me if I accept it, I’m stuck with it. I would’ve sent the whole damn thing back. The sales person says well I’m sorry I didn’t realize it wouldn’t fit, but I can’t do anything about it. You’ll have to escalate customer service. Customer service keeps sending out a repair technician without any notification of when they’re going to show up so I keep missing the appointment. The sales person should know the details of the furniture they’re selling! Now It’s just round and round with customer service and I’m so frustrated. Plus I work full-time. Nobody needs to deal with this kind of crap! The problem is the box springs are too tall. You have the mattress about 3 feet off the floor & you need a running jump to get into the bed! The bedframe requires a low profile box spring. The unmade bed is the bedframe, boxspring and mattress delivered. The one in the photo is what it should look like-mattress even with bed frame. Not sure how this is going to get resolved, but it looks like I’ll be spending my own money to make it right. Buyer beware: if you work with Ashley, you better know how to read the specifications of the furniture because they sure don’t and if you accept delivery, you’re screwed don’t believe anything the delivery...