Ashley Store — Local services in Milwaukie

10/12, Ashley furniture finally picked up the damaged furniture. I received an email first that I would not get a refund. Instead, I would get a 20% discount. What? They sold me damaged goods. I filed a complaint with Visa. Visa sent them a dispute. I know this is the sole reason I finally received a full refund! I bought something in solid wood from Wayfair. They assembled it and called me a couple of days later to check in. What a difference in business culture. Stay clear of Ashley furniture. P.S. I never heard back from the owner nor received a reply to my emails that Google review said to send my email to. AI on Google review lies to you so be careful.

10/2 update: Ashley has yet to resolve this. They have not picked up the damaged/poorly repaired furniture or given me a refund. I have submitted a claim with Visa as Ashley hasn't responded since my last call on 9/17.

9/24 update:  I have called Customer Care twice since September 7 and went to the Ashley store on 82nd Ave in Portland, Oregon, on 9/17/2024 because Customer Care has not responded. Ashley store sent an email to you while I stood at the Ashley counter.

You called me on 9/20 at work and said a second technician was at my home. I already stated you can't repair solid wood with a wax crayon and stray stuff in a can.

I requested you to pick up the furniture and provide a full refund.

I am still waiting for you to pick up the furniture and issue my refund.

I made a consumer claim with Visa as I should not have to accept damaged property.

Also, the owner comment is fake in this post as the Ashley employee said it is an AI response from Google reviews. JP is not the owner of Ashley - I have never heard back from the owner after following the instructions!

8/30, The delivery people took my furniture out of the delivery truck unprotected! No packaging, bubble wrap, or blankets wrapped around the furniture to protect my almost $900 investment.

The careless delivery people dinged my furniture on the metal stair rail.

I expect a discount and a QUALIFIED person to come and fix the damage with wood putty.

I was told I was paying for white glove service. This is NOT white glove service!

Also, the customer service person on the phone did not care. She wanted me to take another day off work on September 3 to have a person fix the damage. I would lose wages on my paycheck!

This is a bad furniture company with no customer care. Their white glove service is a joke.

9/5, Customer service called me. 30-minute phone call. They finally found my original call on 8/30. This company made zero reparations and charged me full price - I received NO compensation for the damage they did to my furniture. Do not buy from this company. They are a poor example of customer service!

9/7, The Ashley technician did a poor job repairing the damage the delivery people did to my furniture.

Note photos of poor repairs done on 9/7/2024. You can see a waxy substance that poorly filled the damage.

I had asked for a discount and did not receive one. This furniture was probably on a showroom floor, which explains it came unpackaged off of a delivery truck. Then, it was damaged in transit and up the stairs.

I am asking for a replacement by Tuesday, 9/10/24, or you refund my purchase as this has been a poor experience.

9/11/24 I never heard back from Ashley. They think their technician fixed my furniture and that should be good enough. He did a horrible job. They should have just given me a 40% discount for the damage minus the delivery charge for their poor delivery. I reached out to the owner and customer service 4 days ago. Nothing. They ghost you. I called my credit card company to see what...

Update 11/7: I have left three messages for Josh with no response, two for a manager at the Clackamas store and was actually hung up on today when I was asking when I will get a call back and buy home since I’ve left multiple messages with no response. I was called yesterday by someone named Liz saying delivery is apparently set for tomorrow Friday 11/8 and that this time the furniture would really be put together in the warehouse and I would be sent pictures the day before, which is today. We received no email and called back to find out what is going on to be told oh it is on backorder again and your delivery is not for another couple of weeks. It is clear Ashley is not going to do anything about this at the store or regional level at this point I guess I will just file with the BBB and hope for some kind of resolve. Or I guess just find a reputable company to buy from and stop dealing with this headache completely. I have never had to work so hard to give a company money. The most frustrating experience by far.

Update 11/1 : Josh, the regional manager, set up the replacement order, for the one Ashley cancelled without being supposed to and scheduled delivery with me for 11/2. It came 11/1 which is fine since we’ve been needing it and I’m home. He also assured me it would be opened and put together on the warehouse to assure no damage or issues. That wasn’t done and I was just delivered another table with a huge gauge on one of the leaves. I refused delivery and their delivery guys are trying to force me into keeping it “come on just work with us so we have room in the truck” Called and left a message for Josh but am not hopeful for a positive resolution at this point. about Another update 10/24 : After being offered a few hundred dollars off for the issues we decided to wait for a new undamaged table and chairs (even through all the issues) because of Jenny’s (store associate who’s been very kind and helpful) service and ultimately I love the table. She let me know we would receive delivery by end of October. I called yesterday (10/23) for an update and was informed that Ashley cancelled my order and no one knows why. I also have an unauthorized charge by Ashley for over $300…so they charged my card fraudulently AND cancelled my order? I spoke with Jenny who has helped me to the extent of her capability, asked her to have Justin (district manager who called me after the first botched delivery) call me - haven’t heard from him yet. Or anyone who can explain the unauthorized charge, why my order was cancelled and/or what they’re going to do to fix the problem they’ve created. I am really questioning the legitimacy and integrity of Ashley.

Edit to the response : Yup, I was contacted by the regional manager who assured me he confirmed my furniture was in stock and ready for delivery. Scheduled for delivery today (9/21) and got a damaged table and damaged chair.

Have had the worst experience. 2 orders have been cancelled day of delivery now for not being available and then not having all pieces available. Why isn’t that checked and confirmed when scheduling and confirming delivery? I have 16 people coming over in 3 days for my daughters birthday party and now no table or chairs since I let mine get picked up the evening before my CONFIRMED delivery and am now being told (2 days later) it’s all available but soonest delivery they have available is 10/3. What a joke! Ashley should arrange delivery today or tomorrow to fix...

My girlfriend and I purchased a sectional here last month. We were greeted fairly quickly and told to let the floor staff know if we needed anything. While walking around looking at options, I overheard several employees complaining about management amongst themselves. In hindsight, this should have been a sign that maybe we should head elsewhere. Not wanting to deal with more shopping, however, we decided to go with one of the sectionals we liked after chatting with a sales associate. He was perfectly helpful, easy going, and really the only reason this review even gets two stars.

We were thrilled that the couch could be delivered faster than expected, but that excitement was cut short when the couch arrived with a large whole that was melted/punctured into the back of one of the pieces. The piece was pushed against a wall when the movers placed it in our living room, so nobody noticed it until we went to reposition it after they left.

I drove right over to the store after discovering this to speak with an associate. I stood at the counter being ignored by two different people for 10 minutes before one stated “he didn’t actually work there and couldn’t help me” and the other said she had “just started last week.” After looking confused and flustered for a bit, she went to find the manager, who eventually walked by and said he’d be right with me. 20 minutes later he finally arrives, offers an insincere apology about the wait, and tells the woman at the desk to take my information so they can call me back. Nearly 45 minutes spent driving there and waiting, just for that.

They call me late that night while I’m at dinner, so I opt to call back in the morning. The next morning I called the number from the voicemail message, only to be told they didn’t have a case number for me yet, but would create one and send out a technician to view the damage and do repairs. After setting up that appointment, the woman who left the voicemail called me to tell me they were just sending a replacement and picking up the old one. When I asked about the technician, she had no idea what I was talking about and told me she would call me if he was still coming. The scheduled day arrives and the technician shows up anyway, even though we weren’t expecting him. He looks at the couch, says he is going to order parts, take pictures (which we already provided), and leaves.

I get a call saying they’ll just be replacing it as previously stated. The scheduled day comes and the movers arrive with the wrong piece of the sectional. After confusion all around, I spend 20 minutes on hold waiting to talk to an Ashley representative who, again, takes my info and tells me they’ll call me back. I later receive another call back, where the associate hints that the situation is my fault because “I told them it was that piece.” Not only was that never the case, but their own technician was in my home taking photos of the couch and telling us he was ordering parts.

Finally we receive the couch as it should be after weeks of frustration, moving our schedules around to accommodate long phone calls, multiple deliveries, and an unexpected technician visit. Is the couch comfortable? Sure. Was it worth dealing with all of this? No. And what did Ashley do to make up for this whole experience? Absolutely nothing.

110% would NOT recommend Ashley to...