Ashley Store — Local services in Oshtemo Charter Township

I purchased a couch from Kalamazoo's Ashley Furniture on September 4th, 2022. I was helped around the store a week prior by a salesman named Sam, who was very helpful and pleasant. When I returned on 9/4/23 to purchase a couch, Sam was helpful yet again. On the day of purchase, I was told that 3 of the 4 pieces of my couch would take 6-8 weeks, and the 4th would take about 3 months. It is January 26th, and I still have no couch.

I waited until about mid-October to reach out about the couch since I had not heard much, and was told that the 3 pieces would now be a few weeks longer. I was annoyed, but thought nothing past that. I believe I was told mid-November, but this was so long ago it's hard to recall.

Since mid-November, I've basically been playing phone-tag with Ashley Furniture. Every week, I was told delivery was pushed back another week. At one point in early December, I was told the couch would be delivered by the end of December. When I called back mid-December, they denied promising me delivery and said it would be beginning to mid-January.

On Monday, January 23rd, I was finally called to set up a delivery time. They told me they could do Thursday, January 26th. I am a teacher, and get home (at the earliest) 4pm every day. I said I could do Thursday after 4, but I was informed there would be no delivery window, just an entire day scheduled. I understand needing a larger window for delivery, but it felt a bit absurd that I couldn't receive any time frame...especially for how long I've been strung along by this situation.

We scheduled delivery for February 4th, 2023 (over 21 weeks since the purchase of the couch). As I mentioned, I'm a teacher, and got a snow day Wednesday January 25th and Thursday, January 26th (the day I'm writing this review). Twice on Wednesday (and left a message), saying if there's any possibility I could do a last-minute delivery. Today, January 26th, I called the store 14 times over the span of almost 4 hours (and left a message at around 11 am). I thought I could call today when they open, and offer a last minute delivery, since this was the original day they suggested. I would have been okay with a no, since there's probably a lot of other factors that go into furniture delivery.

At some point in all of this, I was offered compensation for my extended wait. I have brought this up a handful of times, and have received no follow-through with what that even looks like.

This has been an exceedingly frustrating situation. After reading reviews about this store today, I should have known better. I have been told that this was all because of a new warehouse. I'm not sure why a new warehouse would cause a furniture purchase to go from 6-8 weeks to 21+ weeks. I am hoping compensation is not a gift card to Ashley Furniture, because I am not interested in...

For starters, we really liked the salesman we worked with, I think his name was Jay I would definitely recommend reaching out to him (if he worked anywhere else)! The rest of our experience has left much to be desired. We placed our order in August and were told it would be six to eight weeks for delivery, which we were fine with. Those weeks came and went, still no call from the store or warehouse about the furniture. After getting in touch with the warehouse (which took hours), we were informed that our furniture had not been delivered yet but was expected the first week of November. I called this morning to check on progress and was informed that our furniture had not arrived yet and was not expected until the end of the month. That is thirteen weeks from the date of purchase, not the original six to eight weeks we were told. I understand there are outside factors affecting delivery, but would have appreciated being told it could take double the amount of time at the beginning. Instead we are being continuously strung along. Honestly, I wouldn't be surprised if our furniture delivery date gets extended again.

Bottom line, the store is nice and so are the folks who work there but do not buy from them if you are expecting to receive anything in less than five months. They also seem to be blaming everything on the pandemic, when I think the root of my problem is really poor communication skills. I wouldn't care that the furniture took so long to deliver, but at least be upfront about it. I probably wouldn't recommend this store to anyone until after supply lines come...

I recently purchased outdoor furniture from the Kalamazoo store. Alex was great, the store was great no issues there, it is the customer care / delivery that has me left feeling extremely disappointed. I purchased on 05/12/23 and was told delivery would be today 05/23/23.

Paige (customer care) called to schedule, I told her “leave me on the delivery schedule, but I’m going to talk to my husband about picking it up sooner. I will call you back if I’m going to pick it up”

She called me back and left a voicemail asking if I was picking up. I tried to return the call letting her know I was not but it was after hours, left message. Never heard back.

I called this morning to see what time it was going to be delivered and left another voicemail around 8:30. I called back at 11:30 and spoke with Paige. At first she was apologetic and said it was her fault, no big deal, I was going to give grace and just wait 3 more days. It’s just furniture after all.

Then she changed her tone and started saying it was my fault. She did her job etc…I asked if I was going to have the $250 delivery fee and she said I would.

Asked to speak with Logan, the manager and was told no. Asked for her email. No. Asked if her manager would call me back today? If she has time.

Asked for the info for her managers boss. “It’s the names you hear when you called in” 🤯

I don’t know how this went so bad so quickly and I’m happy to change it to a 5 star once...