Ashley Store — Local services in Nashville-Davidson

This could have been a great review. My store experience was good, my delivery was excellent but.....

In great detail I explained the layout of my room with measurements and the orientation of the sectional sofa that I would need. My short wall is 9 foot, the long wall is 15 foot to a doorway. The delivery men set the sectional in my space and its backwards. The loveseat was a foot or so longer than the 9 foot wall, it needed to go the other way. Without the armless chair that joined the loveseat to the sofa, it fit perfectly. The delivery men told me it could be reordered correctly, they could leave this sofa and swap it out next available delivery day. I was uncomfortable with this since I have great danes and I do not want to send a new sofa back with dog hair, I do keep the furniture covered but in my world dog hair is unavoidable. The other options were to send it all back and reorder or not to keep the armless chair and it would be credited back to my card. They also only make deliveries in my town one day a week and rearranging my work schedule is a hassle. I opted to just send back the chair. This would still have been a great review at this point, one less armless chair is not a deal breaker, mistakes happen.

The following day I received a call from customer care asking how the delivery was and informing me that when the armless chair became available delivery would be rescheduled. I explained in great detail what happened and asked about the refund. A communication was sent to the store and I was told I would hear from them. I did not. I called the store and they knew nothing about this but the woman said she would pass the info to whoever takes care of this. I still hear nothing. I call the store, ask for a manager. They could not get a manager for me to speak with since they were "really busy". I again explain everything, again I am assured this will be walked over to whoever and it will be taken care of. Another day or two go by, I still have no communication from the store so back to customer care I go. Now Im told its processed in the system and it will be 7-10 business days for the refund.

It is now day 20 since delivery, 10 business days since I was told a refund would happen, 14 business days since the process should have started and been completed but still nothing. I called the store today, nothing has been done that the receptionist could see. She was going to check into this and call me back. Within minutes I had an email with an adjusted invoice. I checked my online banking, no refund. When the return call happened, I was back to 7-10 days for a refund so obviously everyone has dropped the ball. Back to customer care I went and then it got weird. She can see all the phone calls/communications but says the invoice is open not showing canceled, it needs to be canceled to process out of the system and a refund issued. I do not know if a refund will happen in the next 7-10 days. I am done making phone calls, I have 7 calls behind me and I am tiring of this nonsense. Customer care has sent another communication to the store and she assured me she will follow up with me in a day or two after she speaks with them. I have no hope of this being resolved, at this point I think this is going to end up in small claims court. Its sad that what started out as such a good experience has turned into...

If I could give then a ZERO I would. The worst customer service I have ever experienced. I made a purchase in the Madison location setting a delivery date for June 18th. Before exiting the store, I even requested that the salesmen (assistance mgr.) confirm my order. I get the notification for my order on the 18th and I am stop #13 with arrival expected at 3:15p. Drivers arrive at 5:30p, start unloading and the problems begin. I have no idea whose order this is but it is not mine. This bedroom suite is not the correct style nor color. I refuse the delivery and the saga deepens: 1) I call the store - automated line keeps circling and never reaches a person 2) The drivers call it in and label faulty delivery. The series of questions then begin like I forgot what I ordered (thankfully I took a picture before leaving the store on the original date of the order) 3) I have to drive to the store to check my own order show them what I ordered, confirm my own order was placed correctly, but the wrong items were delivered. I am told by the original sales person someone will call me to tell me next steps. 4) On the 19th I get a text msg indicating that the system needs to update in 24 hrs to begin to reschedule.(upgrade your system for a minimum 15 min alerts - its 2024 ) I ask if the clock started yesterday because the problem occurred 16 hours ago. I get a response that I'm schedule now for the 25th. Well, when in the hell did I inform you I was available on the 25th. How do you schedule to be at a customer house without asking them for availability is beyond me. I informed I travel for work and rearranged my calendar to be in town for the 18th and at home this week. The response was basically "oh well" our system routes...blah blah blah. So, basically this store/warehouse problem is now my problem to solve. Forcing me to have to either not go on my work trip or ask someone else to take off work to fix Ashley's problem.

ASHLEY let me help you do your job because apparently you do not have the ability to raise to the expectation of me as a customer: 1) You are choosing to not deliver my furniture this week because it will inconvenience your delivery schedule. This is not a customer issue this is an Ashley issue. You have the ability to complete a "milk run" which is a delivery smaller in nature and although not cost effective can and should be instituted in instances for which you are at fault and the customer is unavailable to reschedule. 2) You should also be discounting the purchase or refunding the delivery fees as a courtesy for my inconvenience. 3) You should implement a quality control feature to your dispatch process prior to deliveries leaving the warehouse to prevent such occurrences. I ordered a gray/black furniture set and was delivered a brown set - simple quality check could have prevented this. 4) Stop worrying about whose fault it is with the customer. That is an internal issue and not something that should involve your customer. Your responsibility to your customer is to make it right not involve them in your investigation to see if the customer is at fault or if you are.

Lastly, FIX IT! The consumer and supplier bond is rapidly degrading to the point the only sources for good service are online. Without customer service - in person customer service - you will continue to see the degradation of your...

Probably the worst experience shopping in my lifetime. Everyone was very friendly when we were spending money and that’s when it ends. We bought everything for our new house from a tempurpedic to the bed set, to dining room furniture and sectional and tables for the living room. This was last October with a promise of 10 weeks shipping at the latest. It is January, I have no idea where our stuff is and now I’m trying to return the one part of a sofa we did get delivered and it is a struggle. Called weekly with promise of a manager reaching out. Every time we called again they “had no notes and no record of our call.” Finally decided to just go to the store since nobody would call us. After going back and forth with the people at the front desk and waiting 30 minutes to talk to a manager we finally got good news to get our order cancelled and to have a sofa piece taken back so we can finally just go and buy a couch and everything else somewhere else. Scheduled the pickup for the one thing we have and took the day off work. Nobody shows up! Called twice in the morning to confirm they were coming today between 11-2pm. Called customer service to see if they can contact a driver so at least we have an updated window. Probably the worst attitude I have dealt with since the beginning. No there’s nobody you can talk to and “I guess you’ll just have to wait a little longer and if not you’ll have to reschedule”. That’s it! I took a day off for nothing and now I’m sure I’ll have to take another day off and who knows if they’ll show?! I am not sure how this company actually operates. The employees are clearly aggressive because they probably get screamed at all day. I didn’t even raise my voice and just sincerely want to be done with all of this. I have filed a complaint with the customer service line, I have called many times with no response, and I am not sure why it feels like I am the one who works at Ashley Furniture. I hope people read this with sincerity and purchase somewhere else. This has been such a headache and we still live in a house with no furniture.

2/9/21 just wanted to update everyone here again. I have responded to said email. Still no reply there. Went into the store, cancelled everything but the bed frame after waiting for a manager to talk to. Was initially denied a cancellation and offered store credit. Not sure why I want to add another year to the wait. Just called to see where my bed frame is, they said that was cancelled too. Tried to call the store again, no answer, no voicemail. Can’t seem to talk to anyone here that knows what’s going on without driving over there. I feel as if this is some kind of scam that I have found my way into. I literally just wanted to buy furniture and here I am 5 months later with part of a bed frame and a mattress. Is there anyone that can actually help me??

Edit 3: it is March 30th. Just called to check on replacement for damaged frame piece that occurred during shipping. No notes that it happened, no notes about a replacement, nothing can be done because I’m out of the “72 hours”. I have ever email from well within 72 hours and then some so again, not sure who can help me? Can someone please just send the replacement piece so I can go on with my life? I ordered back in October. No contact, no follow up, no information on why to so, just a...