Ashley Store — Local services in Raleigh

I  made an in person purchase of a sectional couch on May 31st.  I was told at the time that there may be some delays with delivery due to the pandemic which was understandable.  I experienced at least 4 of these date push backs, a couple of which weren't even communicated to me - I found out when I called to confirm delivery the next day that they had been pushed again for several weeks. The day of delivery my time window was pushed back, when I called at the end of the second window for updates, no one could provide one.  I was told that they could not get in touch with the delivery team and had no clue when or if they'd be there.  I received a call from the delivery crew at 10:30pm that evening wishing to deliver my product then without assembly. After some back and forth over the assembly and basically being bullied into accepting it by being told if I didn't I'd have to wait another month, I decided to allow the delivery.  One of the crew was clearly upset about being here and doing the assembly and was abrasive the entire time almost taking his partner's finger off when bringing the furniture in the door.  I was told at the time of purchase to thoroughly inspect my delivery because once I signed for it, I would be accepting it in the current condition.  Noticing a pull in the fabric and the fact that the offices were closed for customer service at that hour, I refused to sign for the delivery.  The angry drivers disassembled and reloaded the furniture damaging my door frame in the process and leaving a throw pillow in my neighbor's yard. I spent multiple hours a day for an entire week on the phone with various entities of customer service trying to schedule redelivery of an acceptable product at an acceptable hour.  The date of the new delivery, the delivery driver inquired about my previous delivery experience and shared that he was essentially told that I was an unhappy bitch and to do whatever possible to make me happy.  Unfortunately, despite this warning, he was set up for failure as the furniture that was sent to me was the same couch that had been delivered previously only this time it had the additional dirt and grime from being reloaded, taken back to the warehouse, and god knows what else.  The driver brought this to my attention and told me he had questioned why the couch was not in its original packaging and was instead shrink wrapped.  I was appalled at the disgusting and visibly filthy state of the furniture and when I spoke with the warehouse manager was told that the product was shrink wrapped because they checked it over before sending it out that morning and any damage had to have been on the drive over (mind you I was their first stop).  After sending pictures and expressing how I felt about the experience, the warehouse manager and two other individuals personally delivered an acceptable product that afternoon. Since the receipt of my furniture in August, I have received at least 3 additional attempts to deliver my furniture.  I've explained each time and am currently waiting on hold to explain again that I already have my furniture. In addition to all of this, I found out after my purchase that the original sales person opened TWO accounts in my name for the 0% finance with a limit on both above $7k for a purchase that was under $2k. After finally working out which card had the actual charges, I've been monitoring the account for 2 months waiting for the pending charges to be adjusted to my actual charges and for them to go through so that I can pay this purchase and finally be done with this horrible experience. After multiple calls with multiple customer service reps and managers the pending amount has only gone up somehow and this week I received two separate receipts almost tripling what I should be charged. Every single step of this process from initial financing at the time of purchase to delivery to customer service to billing has gone horribly wrong and continues to do so.

Do not waste your time...

I purchased a $2600 Sterns and Foster mattress on February 10, 2024 from Antone at Ashley on Capital Blvd. I was reluctant to make the purchase without additional price comparison; however, Antone said he would throw in $300 worth of Ashley Cash to spend on anything if I purchased the mattress on February 10th. I did not have time to browse for other products and I asked if I could come back to spend the $300 on additional items on a later date. He assured me that I could use it on a different date and it would be a credit on my account, so I purchased the mattress. Fast forward to January 12th when I tried to purchase a floor model sofa from Antone using the credit. I needed to find a third party to pick up the floor sample, which I did. I even paid for the third party delivery reservation. I called back Antone and he said he would take care of the floor model purchase over the phone, he would email the receipt and I could have my third party pick it up the following day. I kept contacting Antone and eventually I never heard back. I stopped by the store that evening and the salesperson there said I did not have a credit on my account and that Ashley cash had to be spent the same day. I asked to speak with a manager and was told I would receive a call on January 13th. I was never contacted by a manager and am sick of getting the run around. I have a receipt that says $300 Ashley Cash now that cannot be used plus I am out $135 for the delivery that did not happen. TLDR: Do not trust Antone or the management at this location. They do not stand behind their promises. They are only concerned about making a sale and are clearly not interested in serving the customer. Take your business to another Ashely or better yet a...

5 stars for Voris, the salesman who provided excellent customer support, knowledge of products & store policy, dedication to resolving frustration with our customer service complaints, & guidance on how to meet our needs. The store itself is nice & I felt comfortable shopping. At this time, it’s best that I don’t rate the corporate costumer service/repair team until they have resolved the issue with my new couch that was delivered with a “manufacturer defect”. After multiple phone calls, I was give a 1 month service repair date which would likely have not resolved the issue because the couch cannot be repaired (it was delivered broken). I returned to the store for a face to face conversation with a manager. Once again Voris was able to help us resolve the issue & he had a new replacement delivery date scheduled within the next 5 days. He even requested that we let him know when our replacement couch was delivered to ensure that we were happy & satisfied with our purchase. He corrected some information that was told to me when I called customer service regarding my warranty & truly wants his customers to have a good experience & enjoy the purchase they have made. He has a bright future & Ashley Furniture could learn a lot from the way he handles customer service. Had I not gone back to the store & saw Voris, I would not even consider writing a review at this point because of the extreme disappointment that I have had in the way their service team has responded from the date of my delivery! Voris, ⭐️⭐️⭐️⭐️⭐️ all day… great man, honest, hard working, & we are thankful for his help! Ashley… I’m holding off on your ⭐️ until I can have a more...