Ashley Store — Local services in Nashville-Davidson

Edited from 5 starts to one, review is crossposted from my girlfriend on yelp. We had a great time picking out our furniture. Oreo was great at that, but since then we have been having nothing but problems. I'm posting this in hopes that someone will reach out, as I would like to know when and IF i'm going to be receiving the 5 thousand dollars worth of furniture we've bought. At this time we have no point of contact nor any ability to get a hold of anyone as the store won't return our calls and the call center is backlogged for days.

"My boyfriend and I worked with Oreo at the 100 oaks location. Our initial experience was very good, we felt like we were listened to and assisted very well in finding all new furniture for our place. Unfortunately, that's where the good review stops.

We were given no other information to track our order other than our sales associates' personal number. At the time of the order, we gave them a date that would be the earliest that we could have anything delivered. We were told not everything had an estimated delivery date yet but a ticket would be opened and we should have that date within 2 days. I called to get an update and was told everything had a date (the date was earlier than we originally told them) except for two items, a section of our sofa and the beams for our bed. Everything else was moved to the date that we asked for originally and was notated in the system. A new ticket was opened to figure out a date for the items, we would get it within 2 days.

4 days passed and no update, I called to get one and the manager of the store told me my associate wasn't available that day and the ticket updates were emailed to her directly but a note would be left to have her follow up. She followed up the next day with a text asking to deliver the items in stock earlier. This was the third conversation we had about the delivery date we needed. When I brought this up, I was told that the associate works with a lot of people and couldn't remember these details even though I was previously told that it was notated. Furthermore, still no dates for the two items but they would call me as soon as they had an update.

No update so I called a few days later for an update, was told the store was closed down due to hvac issues and I could call another store to get a delivery update. Called the Brentwood and Murfreesboro locations and could not get anyone on the phone.

Finally, today, I called to get an update and was told that all items had a delivery date finally, it was just not for the date we requested, which was fine as I knew things were slow to delivery due to covid. As we started going through what could be delivered, I was pushed extremely hard to have half items delivered (ie parts of the sofa/incomplete bed frame). As I told them no for the second time, I asked for a breakdown of when things could be delivered. Suddenly more parts were missing than before and there were two additional delivery dates one being "sometime in the beginning of July". When I paused the conversation to dig in on why this was different than previously stated I was given a response of "look, helping you track your delivery is not part of my job, I do this because you're my guest. I called you to help you." Let me remind you that none of the contact we had was ever initiated by Ashley over the last three weeks. When I said as much, I was told that I have been attacking the sales rep (I never raised my voice or cursed, only met her with facts about what I had been told in previous conversations). I was told because I was attacking her that she would no longer assist me and I could "just call a store" for assistance. Their store isn't even open.

This location is all about the sale and could care less about what happens after that. They have poor communication and organization. Would not recommend.

At the time of this post, I still cannot get anyone...

I wish I could give this company negative stars. This was the absolute worst retail experience, from start to finish, I’ve ever endured.

I placed the order by phone 11.29 (Black Friday sale) and they promised me delivery on 1.12. During my call, I asked the sales assoc. to update my delivery address because we had moved. Simple enough, right? Well, apparently, with Ashley, nothing is simple.

The address was, in fact, entered incorrectly into the order. It took 3 subsequent phone calls (total of 2.5 hours) for them to finally tell me they cannot correct an address over the phone, asking me to physically “go to a store” to update the address. At the same time, they also informed me that the system showed I would not be receiving my order until March.

So, I took time off and went to Store A, and we changed my address. But Store A told me that, if I wanted a different (ie sooner) delivery date than March, I’d need to go to Store B- the store my order had been assigned to. So I took more time away from work, and went to Store B, who gave me a new delivery date of 2.11.

In the days before the scheduled delivery, I repeatedly tried calling the store to confirm; no answer. 2.11 came & went, with no delivery. After the failed delivery, I repeatedly called Store B to determine what had happened; no answer. Finally, I contacted their national call center and was advised that delivery had been moved to 3.25, but it could take longer.

This associate was NO help, and I was forced to request to speak with a supervisor. When a supervisor finally got on the call, I expressed my absolute frustration to him, and all I received was a cold “there is nothing we can do. We don’t control the manufacturer or distributor.” When I asked if I could escalate the call, the supervisor informed me that there was no one else to take the call. And when I next asked for a refund, I was told he would “submit a request” for a refund but there were no guarantees. And when I asked to speak to the refund department he informed me “they don’t take calls”.

At this point, I’ve spent more time away from work to address this order than the amount of money I paid for my furniture. And the worst part is that the problem is still not fixed and I still do not have my furniture.

I am weighing whether to take legal action if the refund is denied, but the point is that I will NEVER do business with this shady company again. Which is sad, because I’ve purchased some nice pieces from Ashley in the past. No amount of savings and no great offer (on paper) is worth this level of frustration. This company is incompetent, at best, but they’re set up to take your money without an issue! I recommend you stay far away and save yourself a headache and loss...

First I would like to reiterate that I absolutely love my bedroom suite! It is sturdy and gorgeous and I have no regrets except for the experience I had with Ashely which is why this is getting a 1 star rating. Like many stores, things are on backorder during shutdowns of factories, etc...and that cannot be helped but the poor customer service and experience I had is completely unacceptable especially after spending THOUSANDS of dollars with Ashley. Upon the first scheduled on time delivery I received an email confirmation of date and time window for my furniture. But the day before it was scheduled to be delivered I received a voicemail indicating it would be delayed and to call back to reschedule. I called 6 times over a 2 day period and never once got to speak with a real person. I was put in a call queue and was hung up on after 45 minutes on hold each time I called. The only customer service interaction I had was when I went on the website and chatted with a customer service representative. I was then told it would be rescheduled for the next week on the 27th and would receive another email confirmation...that email never came so again tried to call and never got to speak with someone. Back to chat we go! CS chat told me that I was not on the schedule for the 27th and the earliest would be the 30th so I cleared my scheduled to be home but would receive a time window for delivery on Wednesday before Friday's delivery. Wednesday came and went with no email but when Thursday came, I got an email telling me my delivery was schedule for the DAY AFTER (Saturday) on the agreed upon delivery date of Friday. Not only did I have to clear my schedule once again but had miss out on a really important event for a best friend. The delivery men were professional and polite and then told me they forgot the hardware for my under bed storage drawers so it would not be fully assembled until the hardware was installed and that someone would contact me and be out on Tuesday to finish the job. I stood beside him as he called his manager, put notes in the system, and even had me put a note on the ticket before I signed as further proof of work to be completed. I was NEVER contacted by anyone from Ashley or the store regarding the full assembly. I was the one that reached out every single time. I could not even reach my salesperson when I attempted to call the store...it is all forwarded to corporate. Luckily I had access to someone with ties to management and finally had my completely assembled bed on Wednesday (5 days after arrival). I love the furniture but I will think twice about purchasing from your company ever again. poor customer service...