Ashley HomeStore — Local services in Mount Juliet

If I could give it less then 1 stair I would !!!! I am usually am not a review person but I am beyond frustrated that you cannot get a hold of anyone and when you do get someone you get the biggest run around! I have tried to call different stores. I’ve tried to call corporate. I’ve tried to even go through the better business bureau to get some type of response. Please do not go this store. Please do not buy furniture from any Ashley’s furniture store! My husband and I had the same great store experiences everyone is speaking of in the reviews ! However, when it comes to helping you after the furniture is delivered,they are no help! I cannot tell you how times I have went to the store and had to call the store, or the warranty companies! Of course everyone is friendly when they are wanting you to purchase large amounts of furniture! Everyone in the store was super nice, friendly and was quick to show us different furniture pieces as we went to look for new furniture for our new home ! Note: when you purchase furniture the using the 60 months no interest you do not get the sale price. They will push their credit cards! After purchasing the furniture we have been getting nothing but the run around! We ordered a complete bedroom suite, living room sectional set and a dinning room table and chairs. When Our furniture was delivered in July 2019 our furniture was delivered damaged, mind you I was really upset because I seen some random people who showed up at home with no name on a truck and should up late . My husband had to help them unload our furniture.Ashley’s out sources to independent contractors to delivery your furniture. When they pulled up I had no idea who was knocking at the door. The dining room chairs, table top, the chest double dresser, the king bed was all damaged. You don’t even want to know how long it took to get things replaced. I understand things happen however we had already waited months for our furniture. We had to keep the damaged furniture and wait until they came to either swap it out or repaired it even going into 2020 some of the furniture damage. Of course a lot of more waiting. There was a few pieces that we decided just to let it pass and keep it because the store would not work with us on a credit an just in general we had trouble getting a hold of somebody to get in resolved.

The store staff would either not call usback or if we got a hold of somebody they would direct us to send in more pictures! What’s crazy is we already sent in pictures. So we would send in more picture still no follow up or they direct us to the warranty company. The biggest runaround !!! We ever we set reminders on our calendar to call them regularly. It is ridiculous!!! Ashley only provides a one year warranty that is supposed to cover parts and labor labor from the pick up or delivery day! They didn’t go by the date of when they switched out the furniture because the original furniture arrive damage. 2020 everyone knows COVID hit. Okay understandable thing happened! We contacted Ashley‘s warranty company under the one year limited warranty now we are being directed to talk to someone at Ashley‘s furniture’s premium protection plan. So they will keep telling you that if you purchase the premium protection plan and if you don’t have any claims you can use the cost of the premium protection plan to purchase additional furniture.

Right now one of our sectional cushions zipper broke and has been broke for months yes months!!! Since 2020 We bought the warranty as instructed but guess what warranty won’t fix it ! Why are you May ask is because the warranty we purchased is only good for stains and mechanisms!!!!!!!!!!! We don’t even sit on the sectional because the room that is in... that tells you the quality... and it is like an act of Congress to get the zip fixed !!!! Still months later and currently right now my husband is on the phone with them trying to get them to come fix the dang cushion!!!!! Don’t do it !!!!! Better quality furniture than 399...

Ashley Homestore made me feel helpless, and my wife afraid & anxious.

Red flags Company is unable to communicate issues are happening with customers Company unable to communicate with itself Company unable to share fulfillment phone numbers with customers Employees too scared of being fired that they refuse to call their bosses. Employees expressed frustration with not having next steps. Company satisfied with leaving customer with no next steps to resolution. Company prefers to threaten to call the cops to make a customer leave so that they can go home rather than help.

Here is the story: Furniture was arriving for a new house that we were finally finished remodeling. We were excited after we picked out our furniture and purchased, which went fairly smoothly, that sales rep Danielle was awesome and deserves a raise and a promotion.

The breakdown started during my workday when my wife writes me statements like "These guys r not friendly" and "I'm scared here with them I don't like their white glove treatment at all" and "Dropping chair n they don't understand any English" I talk to her and after making sure she feels safe enough not to stay on the phone with me, the men attempt to leave. When backing out their truck they drive their front wheels into soft grass on my property and get stuck.

The men proceed to take stuff out of our shed without asking and try to get unstuck. Again my wife is not comfortable talking with these people so she stays out of it. We assume that a tow truck is coming but we receive no information. This began at 1:00 while I was at work and unable to make things happen. 4 hours later I'm off work and no tow truck, and we still have no information. My sister is blocked from her home on the property and she starts making phone calls trying to get answers - tow truck information, trucking company, anything. We talk to someone, and get promised a call back. We never received a callback.

While waiting I'm blocked from getting to my home and am trying to stay out of the way of the hopefully tow truck that should be coming. Another hour goes by with the inability to reach anyone at Ashley Homestore. Not the store, not the call center, nobody. So I go to the store, and get no help. The salesperson at the store says their hands are tied, that they have nobody to call, that they can't call their boss for fear of being fired . She tried to reach out in back channels to get information. Ultimately it ends with them threatening to call the cops if we don't leave, not because I'm irate, but because they need to close the store and go home.

I'm left helpless - no information, no contact information, and a severe lack of communication.

Meanwhile, these two men are at our house without anyone coming to check on them. No food or toilet, and again my wife is not comfortable with these men due to their earlier behavior. My brother-in-law finally can come take care of them.

Finally, the truck company contacted us at 9:15 when this process started at 1:00. A tow truck is 30 minutes away, maybe, apparently the trucking company has been trying and getting canceled on for hours and nobody talked to us.

The vetting of these trucking companies is severely lacking. Do NOT go to Ashley Homestore, if you have a problem they are not equipped to handle it. Documenting red flag process updates they should consider to reduce these issues in the future. Instead of celebrating with a movie on my new couch I was supervising a tow truck til after Midnight that I had to move heaven and earth to find ANY information on.

They also tore up my yard. Which probably costs about as much as I paid for the furniture, and the furniture at Ashley Homestore isn't exactly cheap.

I do NOT recommend Ashley Homestore, this is the second issue I had with their fulfillment of delivery and setup with a 4 year gap. The first one I wrote off as a fluke, this one I won't. If you might need any help, go...

I am truly disappointed in the service that I received from this store. We went to this location to purchase a new couch after moving into a new apartment. Since we live on the 3rd floor, and the entire reason we were buying a new couch was for the delivery service, which we paid for it to be delivered. When they gave us the delivery options, there were very few times that were afternoons during the week, which is already hard to navigate when my fiance and I work full-time to begin with. After deciding a time, the sales lady told us that if we needed anything to let her know, and we went home to wait for the delivery about a week later. When the day finally came to drop the couch off, which again was a weekday in the afternoon, my fiance left work during his lunch hour, as per the estimated drop-off time that they had given us (keep in mind the sales lady informed us that we would choose a time-slot a few days before drop-off, but the delivery people gave us a very vague estimation as to when they would be there that kept getting pushed back). Finally, they show up and my fiance is trying to help them navigate up the stairs. Before even attempting, the delivery guys looked at our stairwell and simply said that they could not do it and that their manager would reach out to them to schedule a different delivery time. Before he even got a chance to get a number from them, they left, leaving us without the couch. We immediately tried to get someone on the phone with customer service, which was nearly IMPOSSIBLE, and after finally doing so, she simply said that she could not help us, and a supervisor would call us back. Since that's exactly what the delivery guys said to us, and we still hadn't heard from anyone, we went back down to the store to seek help. Shocker, the sales lady we had purchased from was not there, and we talked to one of the managers, who was very nice. He reached out to the ware-house manager and emailed her in front of me to make sure she reached out to us to schedule a new delivery time. Our fear, however, was that they would do the same thing, because if they "couldn't" deliver it in the first place, what would have changed in between the delivery times? He reassured us they would send different people. Finally we got scheduled to a different delivery day, which again was very difficult to maneuver with our jobs. When they day came to receive the couch, they again kept pushing back the time frame for which we would receive it, which prevented us from doing anything the day of to wait for the delivery. Finally, they arrive, and it literally took 5 minutes to get it up the stairs that the other team declared was impossible to do. However, when they unpacked it and put it together the team discovered a hole in the fabric on the back of the couch. Now, something that every sales person has ever told me buying furniture is that if it is damaged MAKE THEM take it back with them. These delivery guys absolutely would not take it back and simply gave us the number to the warehouse manager who would figure out what to do with it, and they left... since I am reaching character limit, long story short, we still have not had a technician come out, and keep getting rescheduled to get the couch taken care of. It's been two months since we purchased it... Do not buy from this company if you care about...