Ashley Store — Local services in O’Fallon

UPDATE- Leaving a review is also a waste of time. You get the same message everyone else does. Then they say call or text the 866# for service and you get the same stupid auto text messages that just ask for you to review the and loops you back to the same customer service that already could not and did not help you before. All you can do is drive up to the store for any answers. Will not be purchasing from here again and will be telling anyway I know to avoid them.

I have to say my experience with Ashley's on HWY K has been the worst I have ever encountered. I only gave 1 start because the sales guy Jep was super nice even through all the chaos. I went in to but a sectional. After looking I found a sectional and was actually going to purchase a dining table and chairs too. I was told I could use my Ashley's card for 24 months no int financing on anything over $1000 and would get 5-10% off. After 3 hours of sitting in the store and getting the bait and switch I ended up with 0% off because the couch was a closeout and could only do 6 months financing and if I wanted the table set I had to do a separate order and would have to make payments on that separate. Jep the sale rep was great but was having trouble with the system and while myself and another customer sat there for hours trying to get our orders written up the managers were no help as they just sat around doing nothing sitting on a couch chatting while Jep was juggling multiple customers and struggling with his computer which ended up freezing up. He was locked in my order so no one could complete the order. I ended up cancelling the table and chairs order because after almost 3 hours I just wanted to get the sectional ordered and leave. My child was bored out of her mind for hours. The sectional was $1900 plus tax and delivery fee. I was explained the cost and signed the computer screen. They then printed a copy and handed it to me 15 min before closing. We drove off and I sat looking at my bill only to notice my bill said $3920. We turned around and drove back to the store. I was told we would have to wait until the next day for the invoice to be fixed because it was almost closing time and they had no idea what the issue was. The next day I got a text and a picture of the corrected invoice. Then comes delivery. It was supposed to be delivered yesterday. Got a text they would be here 3-6pm. Then I got a text at 2ish that they were at my home. They were not as I was standing outside. 10-15 min later I got a text that my order was damaged. 10 min later I got a text that my order was delivered. It was not. I called the customer service and no one could tell me anything. They were supposed to have a manager call me after sitting on the phone with customer service for over an hour. ..and no manager has called period. After a trip to the store late yesterday our order was actually sitting in the back at the loading area. It was not damaged as customer service said and they never loaded the wrong order as my sale rep said in his text to me. Another rep at the store told us it never got loaded at all and all of the previous stories were lies. Apparently someone did not complete some paper so it was just sitting there. My husband went ahead and walked around the set and signed off yesterday. 24 hours later still no one has called and we have no delivery rescheduled. I called the only number you can get through to and they keep telling me my order was delivered yesterday and I have no furniture. They said my order is complete. WHAT IS GOING ON? I went through bait and switch for 3 hours just trying to pay for my order and now have no order and a customer service that cannot tell me anything but that my order is marked complete. Terrible service. Of course my sale person is off yesterday and today so he is not there to handle this and all he can tell us is we need to sign more papers. What papers? You would think a manager or someone would take over but nothing still. I would not...

Danielle was absolutely amazing! It was such a pleasant buying experience!

Edit- i ordered a full size bed frame, mattress, and box spring for my daughter. For my son an ordered a twin size loft bed frame. I also ordered a kitchen table set with 6 chairs. The night before delivery i got rid of my kitchen table and chairs, and both of my kids beds as they instructed the rooms needed to have enough space to build in. Delivery #1 they forgot to mention that my daughters mattress and box spring was on back order, had i known that i would have purchased them else where because what’s the point of having a bed frame and not being able to sleep on it. When the builders were putting together my son’s bed they broke it. 4 of the 6 chairs that came with the table were very wobbly and the legs were uneven. The delivery person was shocked and told me that the people in the warehouse who built them were suppose to put them in a glass table to check for evenness, one chair literally had a leg that was shorter by over half an inch so he said it was clear they didn’t do what they was suppose to. I was told i could either have them take the entire set back and leave me with no kitchen table and chairs or i could have a tech come out and fix/replace the chairs. I opted for the tech as i have kids and would prefer they have somewhere to eat at. The first appointment with the tech was a month and a half out which is nuts. The manager at Ashley’s, Michael, was able to get it sooner.

Delivery #2- they brought the mattress and box spring. This time when pulling out the pieces for my son’s bed they were already broke. That’s over 2 weeks at this point my son is left with out a bed.

The tech came- she said she was only informed that 1 chair was having issues, 4 of them were, i had an adult here while she was here because i was at work, the adult signed for the chairs but thought she was signing that the tech was here she didn’t realize she was signing stating that the chairs were fixed… THEY WERE NOT FIXED. When getting back in contact with the service tech people they said they’d need pictures of the issue… HOW DO YOU SEND A PICTURE OF A WOBBLY CHAIR?!? I told them i can’t photograph the issue since it’s wobbly chairs so they closed the case and I’m stuck with them.

Delivery #3 roughly a month later my son finally has a bed.

While going over the paperwork to see who do i contact over all these issues i realize that the sales rep over charged me for my sons bed. The sign in store and the price online were both $270, i was charged $335. I brought this to the manager, Michael, attention and asked for the price to be fixed. He claimed that the price couldn’t be fixed, even tho i was over charged $65 for the bed frame since i had financing through one of their third party companies. He offered store credit, never told me how to get the store credit, it was never mailed to me, nothing. But also why would i want store credit when this entire process has been a nightmare?!? I’m stuck paying $65 more for a bed than i should. I still have 4 out of 6 wobbly/uneven chairs.

This is the 3rd time I’ve changed furniture, and the third company I’ve used to do so and honestly this was the absolute worst experience I’ve ever had. Beware that the delivery people are not great builders, the sales reps aren’t upfront when you schedule delivery about merchandise being on back order, the service techs aren’t great at their jobs, the manager tries to breeze things over with store credit that i have yet to actually see, make sure the prices are correct before signing for financing (my rep skipped everything on the iPad and just went to where i sign), oh and somehow even tho i financed with a third party company i ended up with a Ashley credit card and I’m not happy about...

If I could do 0 stars, I would. My service rep (Joe from O'Fallon, MO) made promises and failed on them multiple times in my most recent experience with Ashley Homestore. First, he told me to call him (because he couldn't be bothered to call me) before I go pick-up my loveseat to confirm the loveseat would be ready on the day he gave me. We agreed on 9:15, as his shift started at 9:00. I called him several times with no answer. Finally, after calling the store and customer service multiple times, I decided to drive to the pick-up location at about 11am to take a chance that it was ready, as their "computer system was down and they couldn't confirm unless I went in person or tried another day." After driving there, and still not hearing from Joe at all that day, I found that he never properly handled the sale, and they were unable to provide the loveseat until the O'Fallon store corrected it. After waiting at the pick-up location for approximately 1 hour, I finally got Joe on the line who had left his phone in the office to charge. Why Ashley has Joe using his personal mobile to provide customer service is beyond me, but finally he finished his job and after nearly 3 hours of frustrations, I finally picked up the loveseat and made an hour drive home. After opening the packaging up, and starting to put the legs on, I found that 4 of the receiving holes for the leg bolts were damaged bad enough that bolts could not be threaded. I called Joe and he assured me that an emergency repair would be out to resolved the issue within 24 hours. This was on Saturday July 22. After Joe or repair people never reached out, reached back to Joe on Monday. Finally on Wednesday, they confirmed that they should have never sent my out the door with the loveseat as the damage was too bad to fix at my home. Instead of coming to bring me a new loveseat or repairing the one I had, Joe said they would only be willing to exchange if I brought it back. After wasting so much time and money, I told Joe that wasn't an option and they either needed to bring a new loveseat or make it right through some sort of refund.... Joe hasn't responded to calls or texts since July 29. Hope he is ok, but why Ashley has him as a single point of failure in customer service is NUTS!

I went to Lowes, bought new hardware, and fixed it myself for less than $10 and in under 30 minutes. Tell me why Ashley couldn't just make it right from the beginning? Why won't Ashley make their clear mistakes right?

DON'T BUY FROM ASHLEY HOMESTORE! @Ashley, Joe says he documented the damage and my requests. If you don't have the evidence, let me know and I will share the full text / imaged exchange I...