Ashley Store — Local services in Novi

I wish I could leave a positive review because we really like the look of our new furniture. I didn’t give them a one star review because there were some good things about our experience. Unfortunately, the bad outweighs the good and, in fact, was so bad we will never buy furniture from them again.

The Good:

Our sales person Melissa was very friendly and patient with us . We were trying to find a specific look, and she did a great job of helping us mix and match what we ended up with.

The delivery experience was fine with no issues. There wasn’t really a lot of assembly to do, but what there was, went fine with no problems.

The Really Bad:

The problem started about three weeks after we received our TV stand. The latching mechanism on the door broke so the front door wouldn’t stay closed.

Since I was in the area for lunch, I stopped in the store to see what could be done. They said they couldn’t do anything at the store, but gave me a phone number to call.

I called the number and was told that the store shouldn’t have given me the phone number and, instead I had to log into their website and file a claim with their chat-bot.

The chat-bot was able to find my order, but couldn’t find the specific line item on the order. It then told me to have a nice day and disconnected me.

I called the phone number again and was told they were having issues and to try it again the next day.

I did that with no luck.

After trying a few days later, I gave in and called the number again. After telling the person that I refused to interact with the useless chat-bot again, she finally agreed to try and help me.

She pulled up the schematics for the TV stand, and proceeded to review them with me on the line for forty five minutes. She could see that the mechanism was there, but she said it was showing three parts. I said, “that’s because there are three doors”. She would then continue to look again and eventually say “I think I found them, but it’s showing three parts not one.” I’d again say, “that’s because there are three doors”. After doing this same dance four times I asked to speak to her supervisor or manager. She then took ten minutes to try and find one. After being on the phone for most an hour I gave up and had to get back to work. I asked her to please have manger call me on my cell phone. She assured me that she would.

I never received a call.

I called back a few days later and finally got a hold of someone who told me they’d send a tech out on April 26th to repair the TV stand. Great!

April 26th comes and nobody shows up. I called in late in the afternoon to see where they were, and the person tells me that they can see I requested that date, but it was never confirmed. They said they had been trying to contact me to set a date, but couldn't get a hold of me. I asked how they were contacting me, Phone? Text? Email? I never received a notification from any of those things. She said that she didn’t know how, but they were trying to contact me. She then said, It might have been through the Chat-bot that I no longer had access to. umm..what?

At this point I just said “please get someone out here as quick as you can”. She said the earliest she could get someone was May 31st, more than a month away. After hearing my sad tale she decided to try and see if she could get it moved up. I waited on hold for 25 minutes and then magically the line got disconnected.

At that point, I decided to repair the thing myself and cut my losses. It was obvious that they were never going to fix it.

The moral to this very long story is that you might have a great experience in the store, but if you have to have warranty work done, you're screwed. We will never buy anything...

So prior to this happening to my table that was purchased in Oct/Nov 2022 I had great customer service with Skyler and posted a fantastic review but now I have taken that review down not because of him, but because of the quality of the table that I purchased for $2000.

Days after my purchase, the table top had black dot marks. Also, one of the cushions on the chair was not flushed properly. I did call customer service and by text and a third-party came out ans replaced the issues since it was within the one year purchase. Needless to say, I did not invest for the after one year warranty that was offered for nearly $400 it was quite costly big mistake. I highly recommend it because I've went through so much misery trying to order additional parts before and after the one year that I have not enjoyed our table since the day we purchased it.

The photos shown below are one of the chairs that broke before the one year...and the second chair broke a month after the one year. You don't talk to a live agent and the one time I did it was in Vietnam and you have roosters in the background it was ridiculous our call got cut off and then I was told by my second call to text a number and a live agent will get with me.Trying to get a hold of somebody was like trying to find the tooth fairy. texting back-and-forth back-and-forth and nothing was resolved..Months went by I was desperate since I was treated unfairly without the warranty.

I then reached out to the store manager in Jan. 2024. He gave me the runaround and a 1- 800 number that failed me before. Months moving forward April 2024 I went into the showroom again and said please please somebody assist me. I have not had two chairs for my table. I need the best customer service possible. At that time, the lady store manager guided me over to a sales person, that sales person ended up having to help other customers and then I was forward back to Skyler my original salesman that never returned a text message of my concerns prior in which he did explain he did not get it?

So there we go again with the runaround they offered me to purchase two more chairs for a 20% discount I'm like are you kidding me? $400 I don't think so. So the sales man emailed the parts dept. for me and there I go back to square one texting somebody in god knows where now? Finally got somewhere we received the two legs for my broken chairs without the hardware at no charge.

I was able to put the legs on with the screws that I did save from the prior broken legs unfortunately, I was missing a washer and at this point I'm so worried that this will happen again. I ended up texting customer service back asking for additional legs and hardware to have for the future in case this table won't be in production. I did pay for those additional parts.

Be advised please get the warranty or just honestly don't buy from Ashley buy from a company that offers more than one year warranty. This should not happen and I'm just not satisfied with my purchase. Exterior wise it's a great looking table but it's too delicate and made poorly that we can't really enjoy it....

Husband and I were looking for a new sofa. Prince took care of us, asking questions about our likes and dislikes. Showed us several options and found what works for us. Gave us a great price as well. Great working with him, would highly recommend him and will go back when we are in need of additional furniture!

Update 5/22, I love my sofa, but not happy with another purchase. Went back and ordered a sideboard. Both sofa and side board were expected to be delivered on the same day. Had White glove delivery for the sofa, and thought for the sideboard. Not the case, side board was unassembled as was considered door step. Should have sent it back. They brought the box in, my husband found broken parts when he was assembling it. Waiting for replacement parts since April 4th. Keep telling me they are coming, lastest update is beginning of June. Then I have to call and schedule their technician to come out and fix it.

Mistake by sales person with the type of delivery, would have had to pay white glove delivery for both pieces even though they are scheduled and delivered the same day. Door step means they leave it and are not responsible for anything that is damaged and they do not exchange for new until they go through their repair process, which is not very timely.

They do not accept any returns for any reason. When they ask you to verify the order, read every line front in back, no return is in small print on the back.

My experience would have been great if my furniture wasn't damaged, no follow up with status from anyone. I just keep calling. Currently someone in parts said they will keep me posted and give me a tracking number when they ship. We will see.

Update 6/5 Replacement parts were delivered without any prior notification on Friday, left 3 very large boxes and 4 smaller boxes in my driveway. We were out of town, our son came by the house, saw them and put them in the garage. On Sunday we photographed all the boxes, most were damaged. 2 boxes, parts are broken and unable to be used. Fortunately, the one piece we really need is ok. Tried to schedule an appointment for repair person to come. Now I have to wait 48-72 hours for them to reach out to me. Was told if I don't hear from them to try again. Broken furniture delivered on March 30th, still not resolved.

Will not purchase anything from this store again.

6/13 latest update, entire company has been shut down for technical issues for and entire week. Finally able to schedule a repair service but only on a Friday. Have to schedule around my work schedule so can't do it until July 7th. They won't give you a time window which is 4 hours until 24 hours before. So once again I am going to waste my time waiting for someone to show up. Hopefully this person can repair the product. ...