Ashley Store — Local services in Reno

UPDATE! According to the policy, I am still waiting to receive my return on the furniture that was picked up. It has now been 19 days. Here is the policy:

Refunds are made based on the payment method used at the time of purchase. Please allow 7–10 days following receipt of the returned item(s) for any credit or refund to display on your credit card statement. NO RETURN YET!

I did get an email that stated that the chair was missing from the order to pick up! Yeah, so for the 19th time, that was the problem, to begin with! But now, the company is stating that I will only get store credit for the chair. This is beyond unacceptable at this point. Not to mention that I have to keep calling to get anywhere, and still, NO ONE IS DOING ANYTHING!

And here is the return policy concerning the chair in my living room: they will NOT give me my money back! Can I return Ashley furniture after delivery? Not completely satisfied? We accept the return of Standard Shipping item(s) within 30 days of delivery. For Standard Deliveries where a manufacturing defect is discovered after the 30-day return period, consult the manufacturer's warranty, if any.

This company charges almost $400 to deliver and does not follow its policies.

Let me start by saying that we are so disappointed in Ashley furniture, the quality, sales, and service. We purchased a Sofa/Loveseat and chair. In the store, the set was super comfy and seemed well-made. Also, when I asked the salesperson if the Ashley extended warranty covered the cushions, she "Terry" stated, and I quote, "yes, I just used it for mine." I asked for the brochure to see what was covered, and right on the back, it does not cover cushions... WT? The manager came over and read it and just said, "Oh." Really! That should have been my clue not to purchase the furniture, but I liked it and let it go.

However, upon receiving this in my home, it was very cheaply made, felt like a gunny sake material, and had no back support. I spoke with customer service the following day, stated I wanted to return the furniture, and she gave me a case number and said someone would call for a pickup. A week later, I had to call and schedule, and the kicker..... when they picked it up, they didn't take the chair. I got a manager, and the driver's dispatch said it was missing from the list to be picked up.

I have called 4x in the last 19 days and have been told every single time that someone would call to schedule. Oh, and yesterday 2/1/22, I was told that it was not in the system to be picked up. This company charges $360 to deliver your furniture across town, and you must fight them to play by their return rules. I am still waiting to get my money back, and they stated 7-10 business days. Well, if my math is correct, you picked up on 1/19. That is ten ten business days as of today.

I have tried repeatedly to reach the store manager, and nothing, so now it's time to escalate this further. Do yourself a favor and stay away from Ashley Reno. Does anyone know a lawyer who deals with this kind of...

Stopped in today to look for a new dining table and ended up buying two complete sets. One for our primary residence and the other, for a vacation home we have. And I have to say, it'd been years since my wife and I stepped foot in an Ashley store and while that was mainly because we didn't need any new furniture, it was was also because our memory of what they carried, wasn't really our cup of tea. But, I'm really glad that we decided to give them another try, because we pleasantly surprised with what they had on display. We really liked that they now offer both modern/contemporary styles as well as more traditional designs and they're separated accordingly so you don't have to waste time going through the whole showroom floor. As far as the showroom goes, I will say that it was clean, well organized, decorated well and easy to navigate. When we stepped into the store, we were greeted by Anthony and he was not only very friendly but he was actually very helpful as well. Without being a pest and buzzing around us everywhere we went, he made sure to check in on us and share useful information such as how to read the placards and even took the time to demonstrate how to use a table with a leaf in it. Overall, the process of shopping and purchasing what we came in for was so easy, we ended up buying another table set as I had already mentioned. Now, with all that said, I will add an addendum to this review once everything is delivered so while I am giving them 5 stars right now, that can change depending on how things go.

POST DELIVERY ADDENDUM: Overall, I'm still happy with our purchase but I thought I'd still add this addendum to say that delivery was on time and fast but maybe a bit too fast. There were 3 guys unloading everything and very quickly and one of the guys ended up not seeing and stepping on one of boxes and very hard. Hard enough that I thought something may have broken but in the end, things were okay. Also, a couple of the boxes were cut and or damaged but again, the contents inside were unaffected.

That said, the overall furniture looked good as we had seen on the showroom floor but the main dining table didn't assemble completely square with the base. In spite all my efforts, if you look down on the top, it looks ever so slightly clocked from the base. Not enough for you to really notice as you walk into the room and look at it and so I'm giving it a pass but it did annoy me. Also, one of the chairs had some damage from the factory but it was located underneath the seat and on the inside where it's out of view and so again, I decided to just let it go. In the end, the furniture was affordable and still looks nice. In any case, I thought some of you would appreciate...

BUYER BEWARE!! As a current business owner myself, I usually prefer to let customers make up their own minds rather than write reviews, as every business is entitled to have bad days…. But my experience in this instance is one of the most disheartening, most unprofessional, dishonest experiences I have ever had when ordering a product.

My husband and I went to Ashley for their Black Friday Sale 2021 looking for a new dinning table. It so happened that we didn’t find a table small enough, but I fell in love with some dinning chairs. With that, we also found a sofa, loveseat and bedroom set we liked as well. At that point we decided that for our 25-year anniversary, we should take advantage of the sale and do a little refresh of most our home furnishings. I even went back and ordered bar stools a couple of days later to add to the order. I was ecstatic when we were told that everything was in stock (we had heard rumors that most items were taking months to come in) and we were informed that all could be delivered within a few weeks. So we scheduled delivery for the week after the new year.

To keep a VERY long story short; when it came time for the delivery in Jan, Ashley sold the furfure (that was already paid for) to someone else. We were told it was because we didn’t schedule an earlier delivery date and that now we would have to wait anywhere from 3 to 5 months for our items. The only items that were delivered were the bar stools, but to make matters worse, they ordered the wrong size. It has taken me 8 weeks and countless hours to get an exchange, only to have them send the wrong ones a second time… Management could care less, acting as if somehow it’s my fault and that they were doing ME a favor to fix it.

The amount of time and money I have lost over the last 4 months is beyond ridiculous to try and work with them… I did end up canceling my entire order and still have yet to receive a refund. And, because it’s been over 3 months, the credit card company cannot dispute the charges... so now I’m out the money unless I take them to court… I didn’t lose my temper, I didn’t yell or scream, but I do plan to tell everyone I know NOT to buy from them... and MF them until the...