Ashley Store — Local services in Oklahoma City

Debacle! Paid 6k for 2 weeks of hell! Providing customers quality furniture in good condition is clearly not a priority for the team at Ashley.

Initial delivery Powered pieces of sectional were not working, leather upholstery was clearly cut (with box cutter) large obvious scuffs on corners of furniture. Called customer service for wrong furniture delivered only to get get transferred to the delivery department to explain that pieces are damaged and we need some resolution. But somehow it’s not a customer service issue? BTW delivery department is off on Wednesday’s so don’t have a problem on Tuesday because that will cement the problem in place with no human on the face of the planet able to resolve it except the person who is out of the office!

2nd delivery to resolve Damaged items are replaced with more damaged items. When we tell the driver there is damage he informs us that they are a contracted delivery service and that they have to deliver! No take backs. We now have three left arm facing recliners just placed where ever they can put them in our living room most have visible damage. Wife heads to the store to sit with our sales person and get the problems fixed armed with pictures of the problems and a diagram of what we want, just in case words don’t work.

3rd attempt to resolve, even more furniture with obvious damage and no way to resolve. Refused delivery, and sent all items back with delivery drivers. Went straight to the store to make sure we were credited for all items refused/returned, this results in a manager giving his word that we will not be charged for those items, after the reams of paper produced for purchasing furniture, you don’t even get a hand written list for anything returned, no record at all but a heartfelt “I promise” to take care of this for you.

Final result. Many hours we’ll never get back, anxious about no record of returned items, and an empty living room. We gave our old furniture away since we had to make room for the new.

If I never see the inside of Ashley/Mathis Brothers again it will be too soon.

Delivery drivers were exceptional, we had the one problem about not being able to take items back which was strange but all were friendly and professional.

Update 8-8-2023 - There has been no contact from Ashley Store to resolve. The amount I’m being charged has not been corrected.

Update 8-25-2023 - Called customer service today. The department was busy so I left a voicemail w/ callback number. Fingers crossed I get...

I ordered a bedroom set for my daughter on September 4th and told it was to be in 2-3 weeks, but probably 2. After 2 weeks I called the store to check in on my order. I was then told it wasn’t going to be in until the end of October. Total bummer cause we had already painted her room and was just waiting on the furniture so a heads up would have been nice. Anyway call at the end of October and was told the under bed storage was in, but the bed frame itself wouldn’t be in until the end of December. Asked to talk to a manager, but none were available so I asked for one to call when they came in. After not hearing from anyone after 4 days called back to try and talk to a manager. Was told the bed would be in at the end of November after they reached out to the distributor. Wasn’t really satisfied that it kept getting pushed back but it was a really good deal so we decided to keep waiting. My husband went in to pick up the under bed storage that was in so we could at least get her room somewhat organized again. After getting home realized my husband was only given 1 out of the 3 pieces that should have been there. I called customer service and was informed they couldn’t find the other 2 pieces and they wouldn’t be able to get them to me until the middle of December when the bed frame comes in. I said last time I spoke to someone they said the bed frame would be in at the end of November, but was told they have no control over delivery and sometimes it doesn’t change. At this point I had enough and asked if they could sub something similar for the same price, but I was told they could not and even if they could it wouldn’t be in until the middle of December as well. I ended up taken back the one piece I had received so far and getting my money back. I WILL NEVER ORDER FROM...

I would not suggest going to Ashley for your furniture needs. My whole experience was frustrating. I went in over Labor Day weekend and ordered several different pieces of furniture. They told me up front it would take 8-12 weeks for the entire order to come in but they would deliver pieces as they came in. The first delivery was a dining room set and a dresser. The delivery guys were not friendly at all when they brought it and one of the dining rooms chairs was cracked when delivered so I had to send it back. When they delivered the new chair they were again not friendly at all. I then had to wait the total 12 weeks for my sectional, ottoman, rug, and nightstands to be delivered. I had to call several times to check on my order and got a different answer every time when I asked when it would be in. The last time I called they told me it would be another 2 weeks but they checked with a a manager and said their system was not working right and my order was in and ready to be delivered. When the sectional was delivered I didn’t receive all the pieces I originally thought I ordered and again the delivery guys were not very friendly. I called and found out that the piece was never ordered on my original ticket and that I would have to pay another $300 for the piece and wait another month for it to come in and be delivered. And if I wanted them to bring it in the house and set it up I would have to pay an additional $60 for the delivery when I had already paid $150 for delivery fees. I’m very frustrated with my experience and will not be going back to Ashley...