Ashley Store — Local services in Mishawaka

On July 7, 2025 I ordered two sofas by phone for $1,254, out the door, explicitly including delivery and in-home setup. Sales rep Djorin Mourning confirmed those terms by text, then over the phone, and the charge hit my card the same day. When the written sales order arrived, the setup service had vanished.

When I reached out to fix the paperwork, Store Manager Marissa Gain refused to accept any responsibility. She labeled the mix-up a “coaching moment” for Djorin—as though the fault lay entirely with her—yet still wouldn’t honor the promise her own employee made under her supervision. Instead, she repeatedly tried to cancel my fully paid order and insisted I settle for curbside drop-off. Her tone throughout was condescending; at one point she threatened to pull the phone transcripts, apparently confident they would vindicate her, even though those same recordings would prove I requested and Djorin accepted delivery with setup.

Every attempt to remind Ms. Gain that managers are accountable for their staff’s commitments was met with more stonewalling and another offer to refund me rather than deliver what I bought. The texts, receipts, and altered PDF all show the store reneging on its own agreement.

The case is still active. I’ve opened a file with Ashley Corporate and am prepared to escalate to the Indiana Attorney General and the BBB if the store does not follow through. Buying furniture should not require legal threats just to receive the service you’ve already paid for. Unless Ashley Mishawaka—and Ms. Gain in particular—learns to stand behind written agreements and treat customers with basic respect, shop elsewhere. I will update this review if the store finally delivers and sets up the sofas exactly as promised.

EDITED in response to the store’s response on my review:

Your statement misrepresents what happened.

There was no “misunderstanding.” The sale terms— $1,254 including delivery + in-home setup—were confirmed by your own employee, Djorin Mourning, twice: once on the recorded phone call and again in writing by text. I have saved copies of both, and I’m more than willing to share them with the BBB, the Indiana Attorney General, or a judge.

You did not “offer options.” The only “option” presented was a curb-side drop-off that stripped away the setup you had already sold me. When I declined to accept less than what I paid for, your store—specifically Manager Marissa Gain—unilaterally tried to cancel the transaction rather than honor it. Cancelling a fully paid order without the customer’s consent isn’t a courtesy; it’s a breach of contract.

This was never about “additional discounts.” I have asked for nothing more than the exact service you promised, charged, and put in writing. Calling it a “discount” is a convenient way to dodge responsibility.

“Clarify the terms” is corporate spin. The only thing that needs clarification is why your management believes it can rewrite a signed agreement after taking payment.

Because you have chosen to cancel instead of perform, I am now preparing formal complaints to the Indiana Attorney General’s Consumer Protection Division and the BBB, and I will dispute the charge with my credit-card issuer. I remain ready to proceed in small-claims court if necessary, where the phone recordings and text messages will speak for themselves.

Feel free to contact me with a concrete delivery-and-setup date that satisfies the original contract. Short of that, please stop recasting your breach as a...

Edit to update: This is an update after having this set about 18 months. Please avoid buying anything Tyler Creek from Ashley. We purchased the entire set from tables and chairs to Buffett and more. Everything has had the finish chip off and some of the items it’s on parts we barely use. The chairs have had numerous areas where the finish chipped off and we have to use a paint marker Ashley sent us for that and the table top, which in my opinion is not a fix. We were told it was durable, high quality and would not do this. We have to have a table cloth in our table at all times. The chairs are also poor quality and not very sturdy. When I looked up the current reviews for these items the people who have this are experiencing the same thing we are. These reviews are since we made our purchase and if they had been like that when I looked them up in 2021 I would have never purchased this and the warranty is useless!

Please stay away from Ashley furniture! If you do have to purchase from actually make sure that you get the furniture. We purchase furniture in October 2021 and it was not delivered in full until May 2022. A dining room set was delivered in Feb 2022 and the other 2 large pieces were delivered and May 2022. When the dining room, so it was delivered two of the chairs were damaged and they sent us seat replacement. One seat replacement came in August, and the other one came in September. In August we noticed our dining room table, which we mostly keep covered had quite a few scratches in it that in one day when we were not using a placemat. It’s very easy to scratch this service. We also noticed that a lot of the black finishing on the chairs and table, legs and off. We did not file a claim for the black finishing, but we did file a claim and it’s been a month and they are still putting us off. We purchased a warranty with. And there should be no reason for them not to fix this for us. Today something leaked from one of my kids lunch boxes onto one of our side tables that we for our kitchen. When I went to wipe it up, it look like it had bleached the quality is not good for these items we paid thousands of dollars for. When we made a purchase in October 2021 we told the associate that we were looking also a sets from la-z-boy but they would not be able to be delivered until January or February. She told me everything look like it would be in stock and we would have no problem getting everything by December. We made a huge mistake and we just want to make sure that it’s a little misleading and the all items look nice in the store, but they are very well made. We are still not even the items fixed with the warranty!! We just found out our claim was denied!! Do not buy from Ashley! Our warranty is completely useless money back, and we are filing a complaint with the BBB! I have sent an email to the address. After doing research, I have read that many people have had the same problem with the warranty from Ashley. We even spoke to the store manager yesterday who told us that they hear complaints all the time. she even...

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