Ashley Store — Local services in Ponchatoula

By far the worst experience I have ever had with purchasing furniture. The customer service was horrible! I placed an order back on June 6th and paid over $2800 for a sofa set and was told my furniture would arrive on June 26th. On June 25th I called to confirm that my order was going to be on the 26th and was told that my order wouldn’t be in til July 2nd or 3rd. I called again on July 1st to confirm that my order would be in on the 3rd and was told that the date changed to July 10th. At this point I was very frustrated and upset bc not only did the dates keep changing, no one told me that the dates could change when I placed my order and they got my payment!! When I was on the phone with the the customer service reps, I was shown no kind of empathy as I was frustrated and they precede to just say “all dates are subject to change”. If I had know or the expectation was set at the time of the sale that the dates could change or the shipping could be delayed then I would’ve understood that. Not only does they dates change but there NO COMMUNICATION WITH THE CUSTOMER that the dates have changed and we are left to keep calling to follow up/ check on our order. If I wouldn’t have kept calling I wouldn’t know anything about my order. Here’s we’re things gets worse.. I called the store to speak with a manager about this matter and was placed on hold for an extended period of time until I got tired of waiting and hung up. I called back to the store a day later and was placed on hold again and still no one answered. I called back to the customer service line on July 9th and was told my order wouldn’t be in until July 16/17th. I called back to the store as I’m even more upset and asked to speak to the manager, I was placed on hold for another 25 minutes waiting to talk to a manager and still no one came to the phone, I couldn’t continue to hold and had to hang up. No one from the store ever returned my calls, EVERYTIME I called the store I was placed on hold and no one came to the phone. I called back to the store on July 12th and was placed on hold for 16 minutes until I got tired of waiting on hold yet again. After being frustrated and tired of calling. I went to the store today July 15th and talked to the Assistant Manager, I was told everything for my order is in but not scheduled for delivery. After looking in the system the earliest date for delivery will be July 22nd (ANOTHER WEEK), not only do I have to wait another week.. He was honest and told me they seen that I’ve been calling and that I’ve been put on hold EVERYTIME I’ve called but they didn’t pick up to talk to me because of they way my phones caller ID was displayed, unbelievable! I asked to talk to The store manager, he wasn’t in and was on break. I asked to have him call me when he returns but doubt that I will be getting a call back since they haven’t returned any of my other calls. This blows my mind!! This is a terrible way to treat a customer, I will not buy anything from...

Do not buy from Ashley. They are lying about their delivery timelines and are permitting their sales reps to lie as well. Apparently, they have no idea where their inventory even is, where it's headed, how to track it, how quickly it's moving, or if it's even moving at all. Yes, the world is a mess. But it would be nice for them to be truthful about the situation.

We purchased in-store on 7/3/22. Our sales rep lied about warranty coverage. She stated several specific "perks." After our purchase was finalized she handed me a folder. I opened that folder in the car to find a warranty flyer that stated the exact opposite of those verbal statements.

Delivery time frame given was 2-3 weeks. Sales rep assured us that would be the case. "The delivery delays are over." Again - I get the folder only to see a highlighted note giving a 2-16 week window. I should have went back into the store to question all of this.

Our delivery date has already been confirmed twice and pushed back 3 times now. 7/20 was the original date. Then 8/3. They then called US to confirm and "schedule" 8/3 as the delivery day. We were planning to remove our broken loveseat th evening before in preparation. (Broken loveseat is 7 years old. Also from Ashley.) Thankfully we didn't. I contacted THEM on 8/1 to confirm if the delivery was still scheduled for Wednesday, only to find out it was not. The new estimated date changes with every person we speak with. Maybe the 10th. Maybe the 17th. Now they're saying the week of 8/30. No one will tell me why it's delayed. Is the couch even here in the states yet? Is it on a truck coming from the Port? Is it stuck at the port? No one will tell me. It's just on "transfer." ...I have very little hope of actually receiving furniture this month.

Our order details are also missing from our online account profile. I've spoken to several reps about this and they all ignore it. They just "update" me on my order or pass me to the next person who then does the same. I'm assuming Ashley prefers it this way. They don't want you to have access to your order details. Apparently, they want to keep you in the dark as much as possible and then string you along and spoon feed you information that may or may not be truthful or correct.

One customer service rep even stated our delivery would be further delayed behind other orders because we're "far from the store." 🤦🏼‍♀️ We are NOT far from the store, but I guess it's good to know Ashley's delivery service is filling orders based on distance, not order date.👍

I should have known better. I should have read the reviews on Facebook and Google before heading to the store. I'm really annoyed I didn't do so and am really considering canceling my order. But I'm scared what chaos that may lead to!!

The same sofa says in stock on their website with a 2-3 week delivery time. But according to customer service, it is not in stock.

The chat agents also give different information than the...

8/25 update...Ended up cancelling my entire order and requesting a refund after two days of back and forth with store manager and customer service on the phone I had to go back into the store to get my full refund. I was relieved to see a new face, someone I hadn't dealt with. She had my full refund within 5 minutes and I asked where she had been these last few weeks. She said she had just been promoted to customer service manager. Thanks for your help Olivia and I do hope that you can make a difference in this store. 8/15 update...Customer service here is horrible!!! You can't get anyone to help you. No one answers the phone. Store manager Michelle is of no help whatsoever. She gives personal cell phone but doesn't answer or return calls. Have had this escalated to a Escalation Specialist Brielle Griego, received one call to find out what was going on and never received another call or email even after reaching out to see if there had been any updates. I would not recommend this store to anyone. Buyer Beware, read the reviews on both google and their website page and you will see the frustration from many customers. It's not just the delay in shipping, I totally understand shipping issues but I do not understand the lack of customer service and this is supposed to be a reputable company. Higher ups definitely need to look into what is really going on here. 7/29 update...Must be an automatic response from Ashley to email or text because I did that before the original post and still have yet to get any response back to my email. Customer Service here is terrible. Went into store on 7/27 and was told by store manager they would check warehouse and call me the next day. I have left messages and nothing!!! Will give a few more days in hopes of resolution since I have already waited 5 months. I only gave 1 star just to be able to leave a review. Absolutely horrible experience. My husband and I went into the Pontchatoula store purchased a complete bedroom set along with mattress and boxspring. 5 Months now has passed and no notifications whatsoever on expected delivery. I have called 3 times to be told today that the footboard for my frame is unavailable therefore I will need to come into the store to find a replacement. 5 Months!!! No call from anyone, this is totally unacceptable and horrible business. Understood when I purchased the set that it would be a delay in shipping because of whatever the excuse was at the time..covid, manufacturing, delivery but the sales person Brenda explained the wait timeframe of 12-16 weeks and I was ok with that now it is 20+ weeks and now today I find out I cannot even get what I have already paid for and the only way I found this out was because I called. RIDICULOUS AND UNACCEPTABLE!!!!!!!!!! oh and you can't get anyone from the store on the phone. I had to call a different location to ask...