Ashley Store — Local services in Phoenix

I had the WORST shopping experience at this Ashley store. I don't even feel comfortable giving this experience a 1 star, because frankly, it was a below-0 experience. I have been a long time customer of Ashley, so when I purchased my new home my husband and I wanted to furnish our house and obviously Ashley is one of the places we went.

That being said, our experience was horrible with our sales rep - Catherine Salas. She was passive aggressive from the beginning, but my husband and I were overlooking some of the initial comments made by her if we really liked the sofa set we were looking at. We went back to the store yesterday to discuss pricing again, and even though we were looking at one of the sets, she was still trying to push the more expensive couch on us even though she knew that was not in our budget. After some work with the manager in store, we got a price and we said we would have to think about it. After discussing further last night, my husband decided it is still out of budget and we were going to explore our other options.

I thought I could try to make a last effort by trying to see if we can get the set we wanted in the range we were hoping to get it at, and called up Catherine this morning. She wasn't very confident in herself going back on her comments she made in store yesterday saying that the sectional option or the single chair option of the couch was going to be around the same price. She then told me an option was to purchase the sofa sets brand new and get the single chair in addition as the floor model which she could work out within our budget, however, we would have to pick up the single chair immediately and we don't move into our new house until November and I don't have a place to store the chair at this time. So obviously that won't work due to lack of warehouse space at the store itself (which is understandable).

However, here's where I was pushed over the edge - when she was on the phone with me, she kept making very rude comments to me which is unacceptable. She told me and I quote "you have champagne taste, but can't afford the champagne", and also proceeds to say that her "manager" is not going to "give couches away for free" - which I never asked for by the way. Then her price for all 3 pieces of furniture was higher than what we had negotiated in store yesterday. The way the call ended was her telling me that basically I can't afford it and that was it. I found that to be very rude and disrespectful to someone who essentially would be providing you with a commission. Clearly, she didn't seem like she wanted to make the sale for whatever reason.

I am VERY disappointed with the level of customer service I have received from this store. I even went to the store myself after the incident to just explain to the manager, it isn't even about the couch anymore, it's about how I was rudely treated. Basically, shop with caution. I will not be returning to purchase any furnishings for my home from this store, unfortunately.

Catherine broke the cardinal rule of customer service by...

Save yourself the time and go literally ANYWHERE else. Highly recommend Living Spaces over Ashley Furniture. This has been a horrible experience for me, I believe it is my first review ever and I wish it could be a good one, but I am so upset. First, the furniture pieces I am keeping, I absolutely love and the quality is great - I would give more stars to those if I could. However, the return process has been a huge pain. I have been trying to get items returned since the day of the delivery. I have followed up nearly every single day since the delivery and have gotten nowhere with the store and customer service/corporate. Not to mention, I requested for my furniture to be returned on a Saturday, and the store did not do anything until WEDNESDAY (4 days later), which is after the 72-hour return policy. Now, corporate is waiting for the store to admit that they should have submitted it on Saturday so they can finally accept my return.

I have had this UNWANTED furniture sitting in my home for 11 days now with very little updates. Every time I call, I get told something different. I've had to follow up with the store, corporate and customer service several times and no one seems to be on the same page.

Not to mention, I had ordered a bookcase that was "canceled" from my order that was not originally delivered. The store never gave me a reason why it wasn't delivered or why it was even canceled either. But after I brought it to their attention for the third time, they were able to set up a delivery for 13 days after the original delivery date.

The only time I have spoken with the store is when I call them. They have not called me to give me updates about anything. It's very frustrating.

I would never shop here again because of how bad this return experience has been. All I want is to be done with this, and it's nearly been 2 weeks as of today.

Nothing should be this complicated.

Update 3/14: (12 days after I requested to have my bad quality furniture returned). Called the store yesterday and the lady told me there was "nothing they could do." She was also extremely rude. So I called corporate and explained the entire situation to them. They were actually helpful and scheduled a pick up for my items to be returned. What a nightmare this process was. This could have been avoided if the store actually submitted that I wanted to return my items the day I requested it, instead of 4 days later.

Update 3/22: Ashley furniture asked me to reach out to them (see reply comment below). I was hoping they would actually be helpful, but all I got was a "sorry for the inconvenience" email back. At least our horrible furniture was...

Not coming back. I went in a week or so ago. Spoke to a guy as I was walking and told him I was just browsing. He said "cool" an that was it. Found a piece I liked and asked him for inventory status and delivery times and he gave me a delivery of about a week out. I said I'd keep shopping for something as I had an immediate need and he said "cool". 5 stars at this point. After shopping a few days I decided the piece I wanted an their delivery time was acceptable so I went to the website to order. The website did not have the discout the store offered and the website delivery times were about a week later than I was told in the store. No problem. I'll just swing by the store on my lunch break, find my guy, confirm some prices and dates, pay and be on my way. Still 5 stars at this point.

So I go to buy the piece I orignally wanted. That was a done deal. My wife wanted a dresser for our bedroom. We had researched the prices, the materials the dressers were made from, the country of origin, the warranty, online reviews, etc... I wasn't 100% happy but for the price.... I'd buy it. I just wanted to look at a couple of pieces we had fully researced on the internet. Snap some photos, give my wife my opinion and get her feedback before I decided to buy.

So in I go. I was met by a lady with an accent...she seemed familiar but I couldnt place her. I told her "I don't need help, I am going to buy a TV stand". Then pointed in the general direction of the TV stand I was coming to purchase. Then I told her "just want to look at. couple of dressers before I do". This seemed to irritate her a bit. She followed me around the store and I don't think there was an interval over 120 seconds where she didn't try to speak to me. Finally, I just started ignoring her. She walked away and started talking to another guy who then started to talking to me about what I was doing there. At this point, I didn;t have a solid 2 uninterruped minutes to text with my wife about what to purchase and what to not. So I just left. I have never felt so harrased while shopping in my life....execept once before...Copenhangen was running a sale before they reorged the store so I was going ot buy a bedroom suite and I left because the sales lady was harrasing the hell out of me and didnt purchase it. I am 99.987% sure it was the same lady who harassed me today at Ashley. I knew I recognized her.

She had a thick accent so maybe it's cultural but to managnemnt please let her know there are poeple who spends hours on the internet researching every molecule of a purchase who just want to be left...