Ashley — Local services in Moline

Ashley Furniture - Moline IL Makayla - Assistant store manager Lexi - customer service repeat customer - furnished living room, dining and bedroom only giving 1 star to make this post otherwise it would be negative ⭐️

Worked with Makayla on several different purchases and ended with a good experience. Purchased a king size mattress that was defective. I was given store credit to replace the defective mattress. after receiving the replacement within a week I knew it was not a good fit comfort wise. I requested to exchange and was asked if I had purchased a mattress cover for the replacement mattress. I explained that a mattress cover had already been purchased for the first defective mattress which was less than a year old.

I was told that because I did not purchase a 2nd mattress cover with the replacement mattress I was unable to do an exchange. the reason for this is because if I had bought their meaning Ashley’s mattress cover then Ashley would be able to resell the mattress! please help me understand how in the world would that be ok to resell a mattress in these times with Covid, 2nd of all what if I had bought the cover but didn’t put it on how would you know??? but you would still resell it! that’s wrong in every way! this was just an excuse not to except it back. we lost out on money spent but ashley lost out too because I would not spend another dime in that store again.

my other issue is the poor customer service Lexi provided. your customer service is as only good as the organization. the CSR was rude, did not listen too one concern and over talked me the entire time. I asked to speak to a manager and waited for 15 minutes on hold then transferred back to the store. I then requested a call from the DM to get a call and be told that they do not do the “he said, she said thing” called the store to come to the conclusion that excepting the mattress back would not be a win for Ashley.

this was the short version and I tried to explain the best I could for reviewers to get the gist of the complaint.

unfortunately there are not many furniture store options in my area. I will be glad to shop online or visit the neighboring state and spend my...

Walked in and was immediately hounded for my information. When you say you want to purchase something, it is the sales representative's job to make sure they write down the correct model number and other information. But because they did not deem it necessary to check to make sure, they ticketed the incorrect item.

Now I did not think that I needed to double check that the correct item was ticketed (BECAUSE IT IS NOT MY JOB TO MAKE SURE YOU DO YOURS CORRECTLY), I purchased the table and picked it up myself. After carrying it up 2 flights of stairs, opening the box and realizing that it was not the table that I had wanted, I called the store and requested that they pick up the table that I hauled up myself.

The store manager Jim, informed me that he cannot have someone out to pick up the table for almost 2 weeks (Having a table sitting in the box blocking the path is not acceptable). Not only that, but the table that I had originally wanted to purchase will not be delivered for 4-5 WEEKS. Jim had the audacity to assume that it would be okay to have a table in a box sitting there for that long. After refusing to send someone to pick up the table ASAP, I have resorted to hauling this table back piece by piece. After which he directed me to call their support line because (They can deal with this further) I was informed by the help line that they are not able to do any of which the MANAGER said they could.

Needless to say, I will be receiving a full refund, I am going to have an extremely frank discussion with the "Manager" (Jim). I will also be contacting the store manager.

Do not under any circumstances shop at this location. And if you do, please check to make sure that the sales representatives actually do their job and not jump the gun.

Update: The store manager stepped in and offered a discounted price on the table I had originally requested. He went above and beyond to ensure that I received the correct table in a short...

My fiancé & I stopped in to price furniture. We didn’t plan on buying, but our sectional was getting a little run down. Shelly greeted us at the door, let us know about current promotions, & left us to browse at our own pace. Generally, we try to avoid places like Ashley, because we have had bad experiences with high pressure sales people at similar establishments, so it was very refreshing to be greeted, but left to browse on our own terms. I realize that some people need extra guidance, but it turns us off when we get pushed to make decisions. We took our time & found some options, & eventually found a mangers special that we couldn’t turn down. Shelly talked us through protection plans & delivery options. Even though we told her we intended to pay in full for the sectional we chose, she took the extra couple of minutes to show us what financing looked like if we wanted to take advantage. Even though we did not take her up on it, we still appreciated the extra effort she put in to making our purchase as painless as possible. Something else we really appreciated, was that Shelly talked to us both throughout the process. We have had experiences in the past with other large purchases, where the sales person spoke directly to me when it came to the final decisions & didn’t take my fiancé’s opinion in to consideration. While we do have the “traditional” dynamic, with myself as the main breadwinner, we still make all of these decisions together & Shelly made sure we were both a part of the process. We truly appreciated...