Ashley Store — Local services in Murfreesboro

We placed an order for over $10k on Feb. 4. We were told that everything was in stock or could be delivered within 6 wks. We scheduled delivery for April 2 & were told that our night stands & bed rails had been damaged. Our associate ordered a set of loaner rails that we could use in the meantime. Upon delivery 2 parts of our couch were ripped & the rails did not work with our bed. We told our sales associate about the rails & she said she'd talk to her manager about a solution. We never heard back & our bed rails were not delivered until the last week of April. I contacted customer service for updates & was always told something different from what the store associates were telling me. I called the store to speak to a manager twice & was never contacted back. I once left a message with an employee & once on a VM system. On June 12 I was alerted via text that my night stands were ready. Upon scheduling delivery I was informed that I could pick up the night stands or pay $99 for delivery. Delivery was included in our order so I called the store to speak w/a manager. The assist manager scheduled delivery for June 20 but did not address my other concerns about customer service, failure to return calls, or long wait times for furniture & quickly hung up. On June 18 I received a text to confirm my delivery for the 20th. I confirmed. On June 19 I got a call alerting me that my confirmed delivery would be canceled due to my items being out of stock. I called the store & insisted that they rectify this issue as it seemed odd that my confirmed order was suddenly out of stock.They reached out to the warehouse & had our delivery reinstated. My associate texted & informed me that I would need to re-confirm the delivery via text. I had not received a text by 4:45pm on the 19th so I texted her to inform her of the issue. Receiving no reply I called the store at 5:20pm to speak with a manager. The manager said I was on the list but he couldn't provide a delivery window. His best solution was to call the next day to speak to a different manager. On June 20 the wrong night stands were delivered. When called the manager I heard every excuse in the book from wood delays, system glitches, to the fact that he didn't even know his VM password. After my call w/ the store manager on the 20th he told me he would submit a ticket to the escalation team. I called a week later for an update & had to leave a message w/ an employee. 48 hours after I had not received a phone call from the manager so I called the store again. I found out that the manager not received the message I left. He said I should have heard back from the escalation team 24-48 hours after our last call 10 days ago. To this day I have never been contacted by the escalation team. The website showed my night stands in stock w/ only a 4 day wait for delivery - at this point I still didn't have delivery scheduled for my night stands ordered 21 wks prior. I finally received my night stands on July 3. We were told 6 wks for delivery & it has taken 21+. I had to spend hours texting, calling, rescheduling, submitting claims, & rearranging my life to accommodate the sporadic & unreliable nature of Ashley. I would love to add more pieces to our sectional but I refuse to give this apathetic & unhelpful company any more of my money. We will be using a different company to furnish the rest of our home. Our sales associate assured us that she would ask her manager about a 10% discount for our trouble. Unsurprisingly, she never got back to us. We have not heard back from the manager a/b a discount & honestly 10% is not comparable to the constant runaround, hours on the phone, damaged furniture, & overall poor quality of business. Apparently this company only cares a/b customer service before they get your money. I wonder if things would be different if they held their employees' commission as long as they held my furniture? If you care about intact furniture, reasonable delivery times, honesty, being able to get in contact w/ anyone helpful, or quality service, don't do...

• We have since received a call from Corporate and had a wonderful associate named Karey help us resolve our issue. She listened and handled the situation with empathy and promised to forward our complaints about the staff. We will never go back to this store, but at least the company stepped up to make it right. The managers at this location could learn a big lesson from this.

Lies and warranty fraud are what you can expect from this store/company. One star is too generous. Do not spend your money here, you will regret it. The sales associates and mangers lie about what the warranty covers and they know it. The store manager Justin is very rude; don’t expect to talk to him if you have a problem as he is always “with a customer” and will never return a call. The manager Ashley is just as bad. I bought my first home five years ago and furnished it from Ashley’s. Fast forward to now and my fiancé and I were going to furnish the new home we were buying together as we found several pieces we liked there and I was going to have to replace the kitchen table I bought before with the warranty claim. At first we were treated well, but we were spending lots of money so why wouldn’t they? We were told by our sales associate that we could add/remove any items as much as we wanted until we were happy. Sadly the home we were building fell through and the store would not work with us to cancel the order unless we paid a 10% cancellation fee (most of the items aren’t even available for when we would have needed them mind you). We tried to talk to the store manager but he would never return any phone calls and when I was able to talk to the manager Ashley her response was to just push the delivery out until we get a new house. It’s not like we were canceling just because we changed our minds, the house fell through which was upsetting enough. I tried to remove items like we were told, but they said that we would have to pay a 10% fee on each item that was removed but not replaced. So either the same associate lied or they are lying to save the sale. While all of this is going on, I’m getting horrible treatment regarding the warranty claim on my kitchen table. It has taken 8 months with me having to continuously call to get things done. I need to get my sectional replaced as well, as part of the frame has broken only to find out that the warranty that I was forced to buy to get the financing does not cover the frame like I was told it would. In fact, I was told by the warranty co. that I needed a frame warranty for it to be covered. When I told the store this they acted all shocked and said it should have covered it and didn’t know why it wasn’t. When I told the them the store said it would be covered The warranty company’s response when i told them what the store said was “yeah, we wish we they wouldn’t tell people that”. They both know what the other is doing but don’t honor anything, to me that is fraud. My advice is run, don’t walk, away from this store and spend your money somewhere else on products that will last at a store that won’t blatantly try to screw you out of your money. I’m also filing complaints with consumer affairs and the attorney general’s office and anyone else I can think off. What they are doing in lying to people to get them to buy the warranty and what it covers...

ABSOLUTELY HORRENDOUS EXPERIENCE!

DO NOT BUY HERE!!!

UPDATE: 4/27/24

Yesterday the customer service rep told us that there was an order in their system for a restoration team to come out on Monday to bring the missing hardware and assemble the bed. A supervisor was supposed to call me back yesterday and that never happened so I called them back. I called only to find out that there isn’t an active order and I’ve asked to speak with a supervisor. I’ve been waiting an hour and 25 mins for a supervisor.

Continued: after 2 hours.. still no supervisor so I called on my other phone to try and get the customer service rep to get a supervisor.. STILL no supervisor. Next move is the BBB.

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UPDATE: 4/26/24

Delivery drivers showed up and once again didn't have any of the parts to put the bed together. The manager at the warehouse said that they would return with the parts and assemble the bed on Monday the 29th. The deliver drivers were so rude. They dropped off the boxes and made it to where my 82 years old mom can’t maneuver around in the room. When I asked them to move the boxes—they started yelling in Spanish and left. They also scratched up one of the podiums that they dropped. This is unacceptable! At this point I will be calling Synchrony bank and also contacting my attorney.

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I purchased from this store on March 3, 2024. During the transaction the salesman MIKE WOOLFORK tried to pull a quick one on my 82 year old mother and sell a bedframe $1800 over the actual sale price until I corrected him. FIRST 🚩 but my mom wanted the bed and he came down to the correct price, and he also claimed he “gave us a $300 mattress cover,” to remedy his mistake, so we purchased only to discover that he did indeed charge us for the mattress cover.

We were told that the order would arrive on the 12th of April. When the order arrived, it arrived with missing pieces, therefore they couldn’t put the bed together. We drove to the store to find a solution (45 min drive) only for MIKE to continue his COUNTLESS attempts at lying. He AND THE GENERAL MANAGER told us that there was a “recovery team” on ground that would have the missing pieces delivered by the EOD. We left the store only for Mike to call and tell us that they wouldn’t be able to deliver until Tuesday the 16th. Once again we cooperated only for Ashley’s automated service to send a text saying that the bed pieces wouldn’t be delivered until the 26th of this month. ABSOLUTELY UNACCEPTABLE.

The delivery team delivered the bed placed the large packages (assuming they are the side rails) onto the side of the wall along with the tall podiums behind the packages. We told them that they needed to be laid down, but they were insistent on the point that they needed to be standing to ensure that the pieces wouldn’t be damaged. The pieces were extremely heavy and the team refused to move them and left. We left the pieces there assuming that we would be getting the missing pieces soon and just like we predicted the heavy pieces fell and damaged the 75 inch flatscreen tv that I have in the room.

We have been to the store to try and find a solution. We still have not received any updates in regard to them fixing their mishaps and to remedy the situation. ABSOLUTELY HORRIBLE...