Ashley Store — Local services in Onalaska

EDIT: Don't be fooled by their customer service, they comment on bad reviews and tell you to email someone, and then never respond to the email. Their customer service is an absolute disgrace. TL:DR - Sarah is the only competent person at this store, if you can't get her, come back another day or go elsewhere. Don't waste your time/money with anyone else. I ordered a bed and mattress on 10/5. Delivery was supposed to occur on 10/25. I then got a call on 3 separate occasions telling me that the delivery was delayed from the warehouse and pushing the date further back. Eventually, I got confirmation for 11/8 delivery.

Delivery on 11/8 occurs, and I am given a twin mattress instead of a queen. The drivers confirmed that the numbers on both matched up, but that the warehouse themselves mixed up what was in the box. So again, my delivery was delayed more. I had a frame, but no mattress to go with.

I called customer service (generic, not for this physical store but for the branch) and was told it would be 48-72 hours for them to review what happened and get back to me. And every time I expressed my frustration, I got a run-of-the-mill "I understand your frustration." Never offered to transfer me to the store directly, never offered to speak to a manager, never offered compensation, heck never even said that they would look into their failures and this wouldn't happen again.

I then asked to be transferred to the store's manager, Matt. Matt said he would look into it and get back to me. 2 hours later and I had heard nothing, so I called him again and was informed that they were trying to see which mattress that is currently in the warehouse they can use to delegate to me (which, if I'm understanding correctly, meant removing it from someone else's order and delaying that person so that they could appease me). He then said he would let me know within 48 hours what the plan was.

A few hours later I had still heard nothing, so I decided to message my salesperson, Sarah, directly. Sarah responded back very quickly that she was out of office when this was occurring, but would be back in a few days and would look into it. The day she was back in the office she messaged me within an hour of her day starting to let me know that a mattress would be delivered to me the next day. At this time I still hadn't heard a word from the manager, Matt.

I was also informed that there would not be compensation or refunds done at the store. So basically, writing this review to try and give information to others. Seriously - don't give...

My shopping at the store was good. Sales associate worked hard and did his job. I was able to learn more about the products and gain perspective. I was able to negotiate getting a package deal parallel to another online place that was better than what was currently offered by Ashley. I liked the furniture I picked out and the price it was at.

The process to receive my order was/is chaos, awful, and I am still waiting for compensation. I made my purchase over Labor Day. On 9/16 I was called and told they could not deliver on 9/21 as planned and rescheduled to 10/22. On 10/16 I was told they could not deliver on 10/22 and rescheduled to 10/24. On 10/20 I received an email stating that my delivery would occur but needed to confirm my delivery. I opened that email and the link said it was only valid until midnight of 10/20, so I had less than 24 hours to reply to an email sent on a Sunday with no phone call. Then I received a call saying they cannot deliver on 10/24 and would need to reschedule for 11/23. I called customer service and the person was no help and just regurgitated over and over that the order was moved to 11/23. I asked for some kind of rationale, confirmation or guarantee that we would receive our order on that day and stated, as a customer, I have no reason to believe Ashley's word anymore since three times they have cancelled. After sitting on hold for an extended period while the person said they would look into that, she returned to the phone to state exactly what she said a dozen times before: it was rescheduled to 11/23. I had to hang up to avoid blowing up on a person over the phone. I made this purchase over Labor Day and was to receive it just a couple weeks later. It is 11/4 and I have no products I ordered. In theory, though it is hard to believe, I should receive most of the order on 11/7.

By the people at the store, I felt like a valued customer. By the extended company, I felt like a piece of trash. They had cashed my check and got what they wanted. Their incentive to work hard to please the customer (me) was over. I would never order furniture from Ashley again that was not currently in inventory (It should be stated that most of the order was in inventory at the time of purchase, but I opted to get it all in one order to make it easier for Ashley). This would only change if I were properly compensated for this poor service. This has been an...

First time buying new from Ashley hasn't gone well. Originally the sales rep told me that delivery would be on March 5th. Here I am on March 5th with no confirmation emails or phone calls, so I call the store and the gal who answers tells me the set isn't scheduled to be delivered to the STORE until March 30th, and then I would be able to schedule delivery to me... I moved up from Kansas on February 21st and decided to get rid of my old furniture based on the March 5th timeline.....Two weeks without wasn't an issue as I was still moving my stuff up, but 1.5 months without furniture is just FANTASTIC.....my future sectional is comfy though.

Update- My wife was told that the sales reps arent supposed to tell customers delivery dates. Frankly I don't care how it's supposed to work, clearly that wasn't what went through his head when he was pushing for a sale. As of today 21March, the "guaranteed" delivery date is 28April and allegedly delivery fees will be waived. 2.5 months without furniture is....wonderful.

Update 2- I received an email at 1am 22March stating that there was an issue with the delivery date. According to the online scheduling, the earliest my furniture can be delivered is 5May. Waiting for the store to open, so I can speak with someone... The Regional Operations Manager call me at 10am 22March and confirmed that as of this moment, my delivery date will should be 28April, unless there are any unforseen circumstances. She also confirmed that the delivery fee would be taken out of my financed amount. This is the first call that has been for the most part initiated by Ashley. The only other call that has been received was by my wife, regarding the first update to...