Ashley Store — Local services in Orem

TLDR: the furniture itself is great, but the customer service experience is HORRENDOUS

I was gifted two gift cards by a family member. I initially tried to use them online, but it turns out you’re unable to use gift cards on their online store, so I had to go into a physical store and show them what I wanted to order to have shipped to my apartment. I also had a coupon code that specifically said it could be used online OR in-store, but the salesperson said that there wasn’t a way to input the coupon code in-store (???).

They also initially denied being able to use the gift cards; they said they hadn’t given out gift cards in years. I spoke with the family member after this and they said that they had received those gift cards from Ashley’s as part of a refund sometime last year, so I’m not quite sure what to believe. Anyway, after some discussion, they agreed to accept the gift cards, but said that I could only use one gift card per purchase. This was fine for me, since I was buying two items: a living room rug and a dresser.

During the checkout process, there was some confusion on the shipping process. Online, the shipping was free for both items, but in-store they were trying to add a $75 charge to ship the items. I showed them the free shipping online and they eventually gave in to ship it for free. I guess the $75 is to have them ship it themselves and assemble the dresser when they deliver it, whereas the free shipping is just done through a third-party and they don’t assemble it. The salesperson spent a decent amount of time trying to talk me out of the free shipping, which was frustrating.

We finally got everything settled and paid for, but when I got my confirmation email for my purchase, I noticed that the dresser was set to be picked up at their warehouse, not delivered to my apartment! I noticed this about a day or two after buying it, so I tried to call the store to get that fixed. I kid you not when I say that I tried calling the store about fifteen times over the course of four days with absolutely NOBODY answering. They don’t give you an option to leave a voicemail. If you stay on the line long enough, it eventually forwards you to their general Customer Service center, where all they can do is try to call the store as well and get the same result. For whatever reason, only the salespeople from the store you bought the item from can update the info.

I did also get some calls about a week later from their warehouse confirming my address to ship the rug, and also to confirm that I’d be picking up the dresser at the warehouse. When I explained that I needed both of them shipped to my house, they gave me the same answer that I would need to speak to the salespeople at the store I bought it from to update that.

I tried going back to the store to get the issue fixed, but there were only two people in the store when I went and neither of them knew how to help me. I ended up having to write down my information on a piece of paper and what I needed, and they said they’d have someone call me “in a day or two” to get the shipping issue fixed.

About 3-4 days later, I finally got a call from a salesperson letting me know that they were able to update that shipping information. So, from the day that I made the purchase to the day that it got fixed, it was a total of approximately two weeks, sixteen phone calls, six people I’ve spoken to, and two visits to the store.

After that huge hassle, everything else went smoothly. Both items got delivered and I’m happy with both items. I’m just genuinely baffled at how they handle trying to fix issues that they...

Tldr: Ashley accidentally sent me a full bedroom set that I bought and picked up in store. When they realized their mistake they called me and said I had 48hrs to return it or I'd have to pay full price (I got it on a discount so full price was about 2k more than what I paid). They refused to send anyone to pick it up or help out and the only compensation I got was $150 in gift cards that can't be used online or on anything that is on promotion I am also writing this awhile after this went down, I just saw the gift cards and reminded me of this awful experience so I'm also going to add that our dresser drawers completely fell apart after 3 months and had to buy a new one anyways Ashley is over priced and sells nothing but junk, seriously, never shop here. You will regret it, and if you do happen to get something that doesn't break in less than a year I'm happy for you but I guarantee you could've gotten it cheaper somewhere else

My wife and I were shopping for a new bedroom set so we went into the store to browse and see if there was anything we liked. We found a nice mattress but only after the sales person was pushing and pushing, never leaving us alone and only offering the most expensive mattresses that weren't even what we were looking for. Eventually we found one we liked (no, the sales person did not help, it was just one we decided to lay on to try) We then started looking for an actual bedroom set, this is where they almost saved the visit. They took us in the back and showed us something they only had 1 left of and was discontinued so you couldn't find it anywhere else (it wasn't true but it was on discount and looked nice so we got it) since it was in store and in the back we were able to take it same day. It was a pretty good experience up to this point. We went home, set it up, and we loved it

Fast forward a couple of weeks...we started getting boxes for the same bedroom set, we thought it was strange but we just set it aside. Over the next 3 days we got another complete set of what we bought (turns out, when we bought the set the sales person accidentally marked the transaction for delivery rather than in store pick up) we just had it in a spare room when on day 5 after this started the selling agent called me and said, "hi, so it turns out that I accidentally had your bedroom set shipped to your address even though you picked up" I confirmed that I got and I understand, these things happen (they don't really happen but oh well) then she hit me with, "you need to bring all of the pieces back to us within 48hrs or you have to pay full price and if there's anything missing upon return you will have to pay full price for everything still"

To say that I was mad is an understatement, livid doesn't even cut it. It was very difficult because we lived over 30mins away and both of us worked full time not at steady 9-5 jobs so we couldn't just go after work. I was working 12hr shifts and her 10hr shifts in the middle of the day so I had to take a half day off work which may not sound bad but that we my job worked is if I didn't work a full day I wouldn't get paid for it but if I missed any of my shifts without approval I could be looking at termination...

If I could give them zero stars, I would! This was my first experience with Ashley furniture. It will be my last. I spent $2,300 on a new living room set at the end of January. They said it would be delivered the beginning of March. The salesperson told me that the delivery team would set the whole set up (couch, loveseat, coffee table, end tables, lamps, and rug), and I could refuse delivery of any of the items if I didn't like the way it looked in my home. At the end of February, I got a text, stating that my FURNITURE would be delivered in three days. I took the day off work, so I could be home to make sure I liked the furniture, and spent the weekend before clearing out all my old furniture to prepare for the new stuff. When the delivery guy showed up, all he had was my lamps. I explained I was expecting everything, and he said he didn't know what to tell me. So, I told him I wanted to refuse the lamps, because I wanted to make sure I liked the way they looked with the whole set. He told me I could not refuse delivery of any accessories, only furniture. So, he left me with the lamps. He gave me a number to call in AZ to talk about not being able to refuse the lamps. I called them after he left and they told me the delivery guy was wrong, that I could have refused the lamps. The lady told me she would put a note in my account that I could, in fact, return them to the store if I didn't like the way they looked when the rest of the furniture was delivered (which was now supposed to be the middle of March). When I got a call in the middle of March, telling me that the delivery was now going to be the beginning of April, I decided to take the lamps back. When I tried to return them to the store, I was told that there was absolutely no way I could return the lamps. They couldn't find any note in my account, saying that I could. I was stuck with them, and they would not refund my money for the lamps. I was also told that the delivery was now going to be closer to the end of April. Shortly thereafter, I found a couch at Costco I liked, and I needed to have a couch in my living room since I had now gone 10 weeks with no furniture in my living room. So, I bought the couch and called and voided my Ashley order. But they couldn't just return the money to my card, I had to actually go into the store to do it. When I was there, they tried to get me to use my credit to buy other furniture. I told them I just wanted a refund. I am still stuck with the lamps (that I have no use for) which they charged me $100 for, and they tried to keep the delivery fee. They wanted me to pay $60 for delivery of those lamps that I TRIED TO REFUSE. I had no idea they were going to be delivering things separately. The salesperson told me they'd all show up together! I've never worked with a company that won't allow returns, until now. I have never even taken the lamps out of the box. I know where I will not be going when I need to replace all our kitchen and bedroom furniture within the next couple of years!! (I'm even keeping the terrible experience we had with the salesperson after he secured the deal out of this review. He was horrible, and screamed at his coworker for stealing his customers while we were still there. It was...