Ashley Store — Local services in Prattville

-10 star experience - Absolutely shocked by how poorly Ashley Furniture treats its customers

Our initial buying experience at Ashley Furniture was great, and I even left a positive review at the time because the sales team was so friendly and helpful. Unfortunately, the after-sales experience has been an absolutely nightmare!

First, the delivery of our couch took longer than expected (what can happen and wasn’t a problem). But I had to keep calling customer service just to find out that it had finally arrived at the warehouse and that we could pick it up (nobody called us). When we finally got the couch, we noticed something wasn’t right, it made strange noises whenever someone sat or lay on it.

We called again and were told that a technician would come out to take a look. Nobody showed up on the scheduled day, and we didn’t even get a call! I called again, explained everything, and got a new appointment, but once again, no one showed up, and we didn’t hear from anyone!

When I called customer service after that, I was told there was nothing they could do because the warehouse was already closed. They said they’d call me the next day, but of course, no call again, and I had to chase them once more. On top of that, no accountability at all, just attitude and dismissive answers. But hey, at least my THIRD appointment got scheduled!

At the third appointment, someone finally showed up, and the couch was picked up. A few days later, when we got it back, the couch made even worse and louder noises than before. I immediately sent a video to the assigned employee, and he told me someone would get in touch with me, but of course, no one ever did, and my messages to him were completely ignored!

We went to the store in person and were told that someone would take care of it. However, once again, the customer service was absolutely terrible. After a few more days, another section of the couch started making loud noises every time someone sat down.

I immediately reported this to customer service again, and they said someone would reach out the next day, but once again, no call!

I am absolutely shocked by the poor quality of Ashley Furniture, but what’s even worse is the disrespectful way customers are treated. I would have never expected such an unprofessional and careless attitude from a company like this!

To make things even worse, the couch was picked up on Friday (without any prior notice) thankfully, I was at home! Nobody informed us that it would be collected that day. It’s now Tuesday, and I still haven’t received any information about when or even if the couch will be returned. I tried reaching customer service again today, but nobody answered the phone.

Out of pure desperation, when the couch was taken on Friday, I emailed the CEO of the Prattville store, because I honestly didn’t know what else to do anymore. And once again, no response. At this point, it’s clear why the store treats its customers so disrespectfully, that kind of attitude comes from the top.

Honestly, there’s still no end in sight, and I’m shocked by how poorly Ashley Furniture treats its customers after purchase. It’s disappointing how little respect they show for their customers’ time, making people wait for hours with no communication. For such expensive furniture, the service is completely unacceptable. We definitely won’t be buying...

I went in to Ashley furniture on May 19th and purchase a living room suite, bedroom suite , and dinette set . I made a cash purchase a few hundreds shy of being a 8,000 purchase. Well 2 delivery guys brought my furniture approximately 3 weeks later. While bringing the loveseat in they bumped my wall. Mind you this is a newly built home. I went into Ashleys as soon as I closed on May May19th. Well, after we got the livingroom set in place. We noticed that the couch was not right. Called the store express our concern. They send an warehouse associate out on June24th. I express, he called his manager via phone. I showed him where my wall was scratched up from when it was delivered. He took a picture with his ipad. He stated he would get back with us to set up a date to pick the defected loveseat. I requested he come after July 4th. Okay myself and my husband made numerous of calls as to when the loveseat would be picked up. You would think we were calling the wrong store. Because there was notation of any of this. We would leave vm on the warehouse vm. No return call. Finally, the last week of July the loveseat was picked up. In between them picking the item up I called and called to get an update. No one knew what I was talking about or they said we will get somebody to call you. Will let it be known I never received the call. So Sept. 8th, I called and asked for a manager and corporate number. Now at this point everything started to make sense they remembered all about this order and was going to call me just this week, the same week I called.. interesting. Well needless to say they had my couch the next day on Saturday before 12. Now, I asked the gentlemen to take a picture of the wall. The manager over the warehouse called me back in reference and he stated O wasnt aware of the "little scratch" on the wall. I came unglued how dare you down play the negligence of your deliverers. When I corrected him as to "the little scratch". He tried to explain that he didn't mean it like that. But, I made it known I don't care if it was little or big. I didn't do it and I brought it to their attention. If my house going to be torn up. Let it be by us. Then he stated they never had any drivers of another race besides african american or white. I knew that was a lie cause this time a latino and white guy brought my furniture this time. I will not buy anything else from Ashley. This was my first and last time buying...

For reference, we have ordered furniture from Ashley at other locations previously with no issue. My wife found a bed she wanted for our daughter online and decided to stop at the prattville location to order on 11/9/24. Hindsight, we should have just ordered online. She showed the salesperson the online listing which indicated shipping in one week and she helped her place the order and informed her it would “arrive by thanksgiving or first week of December at the latest.” Cool. I reviewed the receipt when she got home and noticed the price charged was more than the online price, so I called and was informed that what you see online is not the same as the stores since they are franchised but they would match the price by mailing a check for the difference in 10-14 days. Here we are a month later and still no check. Not a huge deal since we should have checked before paying but was the first instance of not doing what they say. They did call twice in the coming weeks from distribution to say “the order is still coming and we’ll let you know when it ships.” Thanksgiving week passes and I get concerned since it’s a gift for our daughter and call and am told 3 weeks but they don’t know why etc. Few days later I call the store and am told my the manager that he would call the vendor and try to get a hard shipping date since it keeps getting pushed back. He never calls back but claims he did but no missed calls and no voicemail. I call each week until current date trying to get an update and am told something different by everyone I talk to. Finally, today Lenard says he pulled up the production list and the headboard is the issue and they won’t start production on that till Mid January. If this information was available, why was I not told until I had to go around the world asking questions?! I understand you cannot control the vendors etc but the horrible communication, inability to provide accurate information and general lack of customer service is unacceptable. Tried to cancel the order with Lenard and was told again that we would receive the refund check within 10-14 business days. We paid by card, this should be an easy refund back to the account. We’ll see if they do the right thing here and I will update...