Ashley Store — Local services in Nampa

UPDATE: I went into the store and immediately was helped, sectional was arranged for pick up and I can see that my refund is in process. THANK YOU!

I have waited months to write a review in hopes that Ashley Furniture would make this right. If I can save one person, the headache we have had PLEASE READ!!

SAVE YOUR MONEY! This has been the WORST experience buying a sectional. I ordered our sectional at the end of July along with a chaise chair. I specifically asked about their return policy and was told 7 days. I received a phone call 2 days before delivery that the left chaise to the sectional was on back order, so I declined the delivery. I wanted it all delivered at the same time to be sure the dye colors match. Saturdays comes, and my garage was open as my kids were playing outside while I was running errands. They delivered the pieces they had despite me refusing it two days prior and placed it in my garage. My kids called me and I came home to find a ton of unopened large boxes in the garage. I opened the chaise chair box to find it damaged and immediately called the Nampa store. They told me they do not take returns because it's already been delivered but I could have it replaced. I wasn't even there when it was delivered!!! I didn't want a replacement and told them it's within the 7 days. The manager said the return window is 72hrs not 7 days. So basically, the sales assoc. lied. Ok, I was clearly within the 72hrs. The manager then called the next day and said that was for online sales and they do not do returns. WHAT? How does a manager not know his own return policy? A complete bait and switch. They finally agreed to pick it up and allow the return. They partially refunded me and then it took 2 months to get my full refund but not without constant calls to do so.

The left chaise to the sectional was finally delivered 3 weeks later with NO legs included. They ordered the legs, a week later only ONE leg was delivered. A week after that 4 legs were delivered but they were the WRONG legs. Finally, a week later the correct legs come. It's now almost October and we finally had a full sectional sofa to use. They wanted to send a technician out to install the legs. We told them no and attached them ourselves. I get a call that they have scheduled a technician. I immediately cancel. A couple days later another call confirming the tech. is scheduled. Again I cancel. The next day, a technician shows up. I have wasted so much time on calls and time off work to deal with this.

But WAIT, it gets WORSE! Early Nov. we notice a couple tears at the seams on 2 cushions. I call cust. service; they tell me to make a claim with warranty. We call warranty, they say they won't cover it and that I should have read the terms and conditions. WHAT? I call the store, they say "no the warranty should cover it". I call warranty back and they say they won't cover it because it's a manufacturing defect so to call cust. service back. I call customer service and make a claim and send pictures. Even after being told they expedited them, we did not receive them until mid-Dec. We changed them out ourselves. Then early Jan middle cushions starts to fray again along with the left chaise. Cust. service has me send pictures, they order the parts and send out the technician. Tech. shows up 2 weeks later and finds that they ordered me 2 middle cushion covers and never ordered the left chaise cushion cover. Again incompetence! The technician was kind and he orders the left chaise cushion cover and notices now that the dye color is different. He reports that as well. Today the tech. comes to replace the left chaise cushion cover and inspects the rest of the sectional and finds the right chaise to the sectional is also starting to fray. Who has time for this? Too much money to spend on JUNK! The pieces do not connect together like other sectionals, we are constantly pushing the sofa back together and fixing it...

When I ordered my sectional couch from Ashley, I was truly excited about my purchase. I waited over a month to receive my couch (which was ok for me because I was moving states, and the turn-around time worked perfectly). However, I can see how that turn- around time might not work for some. The delivery day came, and unfortunately 2 of my 5 couch pieces were damaged and had to be rejected. They were badly broken, and the material had a glue-like residue. That was pretty discouraging. This is where the headache truly started... It was several days and several calls before I was told that the replacements would take an additional month before arriving. I was not willing to wait that amount of time, nor was I pleased with the people in customer service who kept calling me with wrong information. I received several calls from different people who kept trying to confirm the wrong information. I must have received 5 or more calls every day. I also received an email for the protection plan I purchased on my couch, but I was not able to log into their website to enroll or view my plan. So it seemed, from every angle, that things were very unorganized and that there was poor communication within their company and outside services. After a week of back and forth, I had to make a quick decision to purchase a new couch from a different furniture store, that was able to accommodate us quickly. I contacted the Ashley store and spoke to Briana in the sales department. She was very caring of our situation and did everything she could to help make it right. If it wasn't for her hard work and great customer service, I probably wouldn't have any positive feelings about Ashley Furniture. Briana was able to help set up a "pickup" of the already delivered couch items and made sure to check in with me for confirmation before and after (I really appreciate that extra care). She really did a great job and I'm so glad I was able to work with her, to get things resolved. I don't think I will work with Ashley Furniture in the future, as it was more of a hassle than a joy. Now that everything has been returned, I'm just waiting on my...

Let me start this off by saying I hate leaving bad reviews because I rather press 5 stars and go on my day but the past 3 months This has been more than a headache. . Problem #1: So I got a deal financing through great American (I had trouble with there robotic customer service team) who I had nothing but problems with who eventually had another company purchase the Ashley contract for financing. I was never given an account number or a contract/agreement for this new company who I was giving three different numbers for unable to reach ahold of anyone because surprise I don’t have an account number. Eventually the store helped me get an account number so My credit doesn’t get affected by this change. Problem #2: The sale associate(Daniel) who originally helped me make my purchase had someone over his shoulder trying to select all my purchases for me and was being a complete pushover by this random guy who didn’t know when to stop. As a result of this I got delivered the wrong chair. When being delivered I didn’t know that if I hated it I had to send it back right there and then. Meaning I’m stuck with a chair that I hate because You are not allowed to make returns. I was told to sell it on Facebook marketplace and if I came back I could get a discount on the chair I wanted. Or I could by a rug to try to make the ugly chair match my other furniture. Problem #3: The lack of communication throughout everything has made me never want to shop/recommend this headache to anyone. It is extremely frustrating to deal with their staff and their partners and I hope they learn and eventually do better but I am not impressed. Problem#4: the movers where having a horrible day already and by the time they got to my delivery they where over it resulting in some minor cosmetic damage to my sofa back and the seem of the ugly chair. Problem #5: quality≠cost I highly recommend purchasing there warranty because the seems are needle staples so they pull apart super easy and the wood is compounded paper. the cushions are not the right shape so they will move around and make a slippery slop (the...