Ashley Store — Local services in Olympia

My experience here was unsatisfactory. A couple of weeks before my husband & I decided we were gonna purchase a living room set from Ashley’s, we went in to the store to see what our options were and we were greeted by Joseph. Joseph provided excellent service, was very polite and patient when explaining our options and even gave us privacy to discuss our finances & deciding how much we want to spend on furniture. We ended up not buying that day because we felt we needed to “sleep on it” and think about it some more. It’s not a $100 purchase but a set that costs $7,000 plus. On October 13, 2023 (Friday), we went back to Ashley’s, only to find out that Joseph left for the day, but a woman (his co-worker) would be helping us and getting the transaction done. I do not know her name since she did not care to introduce herself to me. My husband and I approached the set we wanted since they had it on display in the store, we tried to discuss what options we want to purchase the set. This woman came & sat across from us with her tablet, acting impatient, looking annoyed, & would only speak to my husband but completely ignored me or disregard my opinion on the matter. I asked her (directly & making eye contact) what our options were and how the price compares if we opted out of delivery & pick it up ourselves, instead of talking to me she looked over to my husband & told him and even made sure she said if you finance it you would have to decide what you want to do whether 12 months, 24, or 60 with no interest since your name is on the account. I felt mistreated and I had to asked if my husband & I could have some privacy to talk. She still sat there instead of leaving the area. We had to walk elsewhere to talk. I was ready to leave the store but my husband was patient and continued to endure the rudeness & disrespect. Finally we decided on the options & the woman started & completed the process, got the set ordered, we paid part cash & card at the front desk where we encountered even more rude women. The whole experience we had was extremely disappointing, rude, disrespectful and unprofessional. They ignored me asking questions about delivery, and again, did the same thing the other woman did & only talk to my husband. These women treated me like my opinion doesn’t matter thinking I’m not paying but little did they know I am the one paying regardless of who’s name is on the account. We left with our receipt but I could not shake the feeling of how badly those women treated me like garbage & judging me because I did not look “fancy” like them or white like my husband. No, I'm not trying to use the race card. I only speak directly to the truth of my experience with these women and it is not the first time I've experience this type of treatment by white folks here in Olympia. I had a similar experience with Enterprise but that’s a review for another time. On October 15, 2023 (Sunday), I drove by The Olympia Furniture Company on Harrison. I went in with my mom & a nice lady (Tonya) greeted us. She was very polite, and respectful of my need to browse a bit. She let me & my mom walk around & look at furniture and finally I saw a set I wanted for my other living room. I waved at her, she came over and answered all my questions, even engaged in conversation with my mother making her feel included. I told her I want the set & I can do the transaction in store with them. As we walked towards the screen to input info, I saw what looked like the set we just purchased/ordered from Ashley’s. I stopped & told her, that is the set we got from Ashley’s. I wish I had know you sell it here. She said, we do sell Ashley furniture. I thought about the bad experience at Ashley’s & felt like they (Ashley’s) don’t deserve our business & I should cancel the order there. I went home, picked up my husband & went to Ashley & canceled the order & got our refund which they could not give back in cash but could only send it via mail as a check. We bought 2 living room sets from Oly Furniture for a few 100s less than the 1 set we almost bought...

Updated review, July 2021 TLDR: Don't order if you want your furniture delivered successfully and on time. Shady sales tactics, many instances of over-promise and under-deliver. At least the cancellation and refund process is streamlined. Everyone I know has had a similar experience.

After such a great experience in store (see below) my hopes were very high. Background: I ordered a mattress, bedroom set, and couch. The mattress was in stock so could be delivered within a few days. The other furniture was behind, so they gave me a timeframe of 6-8 weeks, which was expected and acceptable for me.

First to be delivered was the bed. There was a slight problem with the availability of the box spring I selected, and I got a message saying they could substitute it for a slightly different one at no extra charge. I called back to confirm, they said "actually, the original order should be there on time, we're good to go." Three days later, got all the confirmation texts and confirmed a timeframe for the next day when the bed would be delivered. The next day, a call comes from their delivery department saying that they didn't have all the pieces and that they would not be delivering my mattress that day.

After getting the run around with the delivery and story customer service, they agreed to give me a $100 gift card and the mattress would be delivered 3 days later in an afternoon timeframe. This fact is important as I had cleared my schedule for the original delivery, and had an appointment that could not be missed for the new delivery day. The gift card never came through and was complete bs.

New delivery day: everything confirmed and set up. On the day of, about 2 hours before my appointment, a call comes in saying their ahead of schedule and will be at my apartment at the same time as my appointment, when I explicitly stated that I would not be home to receive the delivery. After repeating this on the phone, they said they would push my delivery back. During my appointment, another call comes in, this time from the people making the delivery. With some communication issues, they hang up. I then get a call from the delivery service department saying there is no one home as they are attempting delivery. After reiterating my appointment for the 4th time, I was luckily able to convince them to wait for 5 minutes to run home and accept the delivery.

As for the rest of the pieces: 6-8 weeks pass, and a long run around between the store and the 800 number, they say the best estimate they can give me is now sometime after October because of backups and covid.

I decided to cancel my order. When going in the store, they didn't try to keep my business, offer alternatives, or compensate me in anyway for the trouble. One good thing was an easy cancellation/refund process.

I would not have bought the mattress without getting the furniture. They sold me on a more expensive mattress, discounting the furniture, because they knew they wouldn't get the furniture out any time soon, and they would get to keep the mattress money. Sleazy, underhanded, not illegal, but will NEVER come here again.

Original review, March 2021 TLDR: Great experience, fantastic service.

When we walked in, we were greeted by a wonderful salesperson, Madison, who asked what we were looking for and took us straight to what we needed. She told us about the products, a couple of options, answered our questions, then left us to look around. She checked back with us a couple more times to see if we had more questions. She helped us with furniture, then with finding a good fit for a mattress.

When time came to check out, the process was quick and once again Madison was extremely helpful and patient with our questions. She and Ronny were able to get us a great deal on the furniture so we could get the specific matress we wanted and we came in under budget. We were able to do the matress and furniture on 2 separate orders since the matress was in stock so I'll get the matress this week and the furniture will be delivered...

UPDATE 25AUGUST2021:

I'm changing my rating today based on my 2nd experience with Ashley HomeStore furniture and delivery. The 2 guys who brought my Marsilona kitchen island were right on time (window was 830 a.m. - 1230 p.m.), super nice and friendly, and offered to bring my new item (very heavy item, I might add) all the way into my dining room even though I didn't order any assembly, just the free doorstep delivery. I had them drop it off just inside the front door. I appreciate this SO MUCH to have this brought inside so my husband and I can just assemble it later. They were prompt, courteous, and helpful and I very much appreciate their professionalism! I can't wait to put together our new item later today. 😊 It looks like from my delivery receipt that the driver was Manuel Del Moral. Unfortunately I don't know who the other man was, but I hope they receive my positive comments and appreciation! Great job.

One star review: I ordered a Marsilona 8-person dining table and six matching chairs online. The chairs were delivered a week early, even though I set up my delivery to be on a certain date (25JUN2021). It's a good thing I was home and it wasn't raining. I normally work out of town so these chairs would have sat out in the rain until I returned. My 200 lb table was delivered today as ordered. I did not order the furniture assembly since it was just a dining table. I did order the delivery to my front door though. For a $2000 purchase I expect to be treated like a valuable customer and have this delivery brought inside of my front door. The delivery people arrived this morning on time, however they insisted that my delivery should go to the sidewalk and sit there. We debated for ten minutes while I stood in front of my front door showing them how I am one person incapable of carrying a 200 pound table up 3 steps and through a front door. I was absolutely incredulous that this man thought it was acceptable, pointing literally to my sidewalk, and telling me that my delivery was for that location only. I informed him repeatedly that it was a front door delivery, therefore the table was to be brought to my door. Finally after staring at each other, he called his helper and they brought the table just inside of my front door. As they should have. Everything else about my online order was easy and convenient, and I was kept apprised of the delivery process by text message or phone call. Please speak to your delivery staff and inform them that your customers are valuable, they have normally invested a significant amount of money in your business, and front door delivery does not mean sidewalk delivery. It means delivering the products to the customer's front door, and providing assistance to bring the items inside the door if it is an unusually heavy item. You know, like a 200 pound dining room table!...