Ashley Store — Local services in Prescott

Update 1/22/21: After three failed attempts we went with another bedroom set, one we paid a little more for, and looked "antiquish" so any flaws would be camouflaged. Yeah right. Delivery day and we have holes from brad nails on the side of the dresser, misaligned drawers, chips in the wood, etc. Take it back! They had trouble even doing that. It took me on the phone with Ashley and the delivery drivers on the phone with Ashley before they would put it back on the truck. That was October 31. Since then, we have been fighting to get our money back. A few weeks ago we finally received part of our money but they refuse to send the rest claiming delivery fees. So, Court here we come!!! Sad it has to come to this.

Edited for update purposes: I walked into the store and purchased a bedroom set on May 9th. I was told that it would be delivered in a few weeks; understable, right? I was told that once it was delivered I would have to inspect it well as Ashley has a policy that if anything is wrong with it, it will be taken back and replaced. Not true. I asked for a delivered date at my convenience but they could only schedule it for a Thursday, so I made sure it was for a day my husband would be home. The day the furniture was delivered the guys didn't stick around for my husband to inspect it. When I got home I immediately noticed the missing headboards pieces and screws, gouges, paint issues, cracks, furniture molding not married well, drawers that could not open and shut, not just on one piece but all the pieces had issues. I called within 24 hours and explained everything. I asked them to come pick it up and was told no. I was told that I should have turned it away at delivery. After a few customer service calls they finally send a tech. I told them then I do not know why, these are things that cannot be fixed. "Please just work with us," I was told.The tech shows up (nice kid) no info, knows nothing about what he is to do and was given about an hour to address the issues I stated above. He did his best to fix the paint issues but stated that he would have to order parts and come back. Two weeks later he returns to do the work. However, no parts. The parts he had ordered while at my house were canceled by someone in purchasing or some other department. So he steps outside and calls someone. He informs me that the regional manager of Ashley Furniture will be calling me within a few minutes. He/She never did. So, more calls to customer service. Parts finally arrived and the tech is back for the third time - same tech- I showed him again all of the issues and asked him how he is going to fix the issues? He said he can't. He fixed what he could but not the drawer because there was a defect, and left. Later he calls me from the store and says that the manager is calling corporate to see how my case can be handled but that I am to be reassured it will be taken care of. Three weeks I hear nothing. Mind you, I have called customer service several times, the store several times, been hung up on by a supervisor at corporate, and I wait patiently until I could wait no longer. I called the store again and asked for the manager, this after being transferred from customer service several times. I was told that the manager was in a meeting and that he would call as soon as he was out. 4 hours go by. Finally, I drove to the store, walked by happy little butt in, saw the manager, who nearly dismissed me, and gave him a piece of my mind. What do I get out it? A 125.00 in store gift certificate. * Edited for...

HORRIBLE!!! Would give no stars at all if possible. The management is the worst I have ever seen from any business. CHEZ? I think his name is, could never give a straight answer. Claimed he would call back multiple different times and he never did. My wife and I went into Ashley Furniture Store on December 16th. Found a decent looking bedroom set for a pretty good price. So we decided to purchase the bedroom set along with a mattress. Was told that we could possibly receive our bedroom set and mattress on the following week. If we didn't get the mattress that week it would take longer(Jan 14th) before they delivered to where we live. We said that would be fine. Our salesman Tommy said he would call us and let us know what the delivery date would be. The following week we received no phone call on delivery. We called Ashely and they said it would be in January. So no problem we knew that might have been the case. Then comes January 14th. Delivery guys show up and don't have the mattress and they had no clue we ordered a mattress. Main delivery guy said he would put in a complaint and someone would call us back with information. Never got a call back. So my wife called the Ashley Store and they said the delivery guys must have forgot to get it in the truck and it was their fault. Our next question was, so when do we get our mattress? We are sleeping on the floor. She told us that she would get back to us with a delivery date to receive the mattress. Guess what...no call back again. So we call Ashley Store again and I talk with Chez. Chez said he would reach out and call me right back with info...guess what. NO CALL BACK. So the following week I call and speak to Chez again and he says that he is embarrassed and he would have UPS deliver it to get it here sooner and that he would call me back with the routing number. Surprise Surprise...no call back. So we think well he said he was sending it UPS so it should be here by next week. On Monday the 20th we called the Ashley Warehouse thinking they should be a little more competent than the Ashley Store in Prescott. We were told it would be delivered by UPS on Monday the 27th of January. So Monday the 27th rolls around and nothing shows up, even after taking the day off work to ensure we were at home for the arrival. Tuesday the 28th we call the Ashley Store in Prescott again and was told the mattress is in California and wouldn't be in Phoenix until the 30th and shipped out the following week. On Monday the 3rd we called the Ashely Warehouse again to get a delivery date. They told us it would ship out on Thursday 6th of February. So again we took a day off of work and waited for the mattress to arrive. Guess what.....no mattress. So we called the Ashley Store in Prescott again and were told that it was shipped from the Warehouse but couldn't provide a tracking number. Here we are again today on February 7th with still no mattress. It has been 7 weeks and we still haven't got our mattress. We would of cancelled and did try but they will not do that over the phone you have to drive all the way to the store for that. Needless to say DO...

My family and I are still bewildered from the unprofessional behavior from the salesperson, Dawna, in your store. When we walked in, we began walking up the stairs (since we've been there before and wanted to look at both loveseats and barstools). From down the stairs, she asked us what we were looking for and said there was only 1 loveseat upstairs so we should just look downstairs. We said we would continue to walk up the stairs, then gladly continue downstairs afterwards. She then followed us around the store, stopping and waiting each time we tested a piece of furniture. It felt overbearing, so we said we'd like to look around. While sitting on one set we liked downstairs, Dawna wasn't even entertaining what we liked and directed us towards another set that was $4,000 for power recliners with what she referred to having "all the bells and whistles." We told her we don't prefer the power recliners, and asked what the price would be without the power option. She arrogantly laughed and shrugged, "Ha, I don't know.." then she walked off chasing down other customers. We weren't halfway through the downstairs display, when she approached us again and asked, "So what is the dilemma folks?" We confusingly said there is no dilemma, we are looking for loveseats and recliners for our living room. She then said to us, "Well I've seen people come in and take too long, confuse themselves, then leave with nothing." My husband replied, "Yes, but we don't want to make a rash decision either." Dawna began speaking over my husband, and it continued for an awkward ten seconds where she intentionally raised her voice to speak over him. He walked away, and we all continued to look at more furniture, hoping someone else would help us at this point. Unfortunately, Dawna went after my 69 year old mother next. She handed my mother her business card and said, "Since you can't make up your minds, here's my card and you can call me when you're ready." Then went to another customer. The only reasons I gave 2 stars instead of 1, was because we did see some furniture we liked and may purchase, and also the gentlemen who was sitting at the desk in the back saw us looking at a chair and asked if we needed help, and was extremely pleasant and professional. My mother just purchased furniture a few weeks ago from this store, and raved how nice the salesman was through the process. She doesn't remember his name, but we all agree if we come back we don't want Dawna...