Ashley Store — Local services in Richland

DO. NOT. BUY. FROM. THIS. STORE. Not if you actually want your order or any help from customer service anyway... I placed a nearly 13k order on a full living room and bedroom set back in AUGUST. With covid going on they advised itd be a bit before we got out order (thats fine I understood) but if we waited until mid October they could guarantee we'd have everything all on one delivery. Perfect! Right? WRONG. Ashley called my s/o instead of me (the account holder) to say our delivery was scheduled for a day different than what we confirmed in store, and we would on receive about half of the order. When my s/o told me this I tried calling myself to verify the details and guess what, no one answered. For 5 days I called and only got to leave a VM saying someone would call me back in 24-48hrs. In a last ditch effort i reached out to their online chat via their website. The gal I spoked with on there confirmed my order was good to go and I'd be getting my entire order on the correct date. Ok, weird they said otherwise before but cool! Good to go. I even double checked 1wk before our delivery date via website chat again and again they said my order was complete. Day before delivery s/o gets another call saying they dont have everything... I'm now upset because I don't know whats going on and I cant get a hold of anyone at the store. Dudes come to deliver and say they dont have x y z AND they left our box springs (required for the bed frame) in Tacoma... but I could go pick them up (4hrs away) if I wanted to... so now I have half an order and I cant even sleep in my own bed. Now here's the kicker. These delivery folks banged up my freshly painted walls. And they hid the fact they damaged my brand new dresser and improperly put my bed frame together so the screws are stripped out and it wobbles and squeaks! They pushed the damaged dresser side against the wall where I couldnt see it. And obviously since I couldnt use the bed yet I didnt know they screwed that up until later in the evening after we had to find somewhere local who had two cal king box springs.

So now, its been 4 going on 5 weeks I STILL HAVEN'T GOT A CALL BACK TO FIX MY ORDER. Thats all I've asked for, is to talk to someone at the store or a manager. I've even reached out to their fb messenger and I got the runaround saying theyve escalated my claim again, then get ignored on there as well. Absolutely awful customer service. I thought I was investing in quality furniture with a good warranty, turns out they just like taking my money without delivering and then ghosting me. I'd give 0 stars if I could... I would have been more than understanding and willing for them to make things right if they offered. But at this point Im canceling everything else and telling everyone I know to spend their money elsewhere after such a frustrating and...

Wow. W-O-W!

I do not recommend doing business with Ashley Home Furniture.

I ordered a bed, nightstand, dresser, dining room table and two dining room chairs from their Kennewick store on Nov. 11. Almost $1500. I confirmed with them, at the time, that they would deliver and assemble the furniture on Black Friday, Nov. 24. I was assured that it would be delivered on that day, since they only deliver to Walla Walla on Fridays.

On Tuesday of that week, I receive a text asking me to reply "YES" to lock in the delivery. I did so immediately. Response indicated that delivery was locked in and it was too late to change.

On Friday morning, at 7 a.m. … nothing. 8 a.m. … nothing. Finally, at 9 a.m., I called its delivery service and was told that delivery had been rescheduled for the following Friday, Dec. 1. The table was holding things up. I asked to speak to a supervisor and, after being placed on hold for less than a minute, was disconnected.

Tried calling the store. Not open yet. Called the CSR line back, went through the spiel again and asked to speak to a supervisor. 23 minutes of being on hold later, a supervisor answered. All she would basically say to me was that the fine print of my receipt indicated that delivery could be rescheduled for any reason by the company.

I indicated that I had Nov. 24 off, but did not have Dec. 1 off and that this would cost me vacation time. Not her problem. I mentioned that Ashley had, in no way, attempted to contact me to let me know that the delivery had been rescheduled. Nothing. I mentioned that I had a business meeting on Dec. 1 and asked if the delivery could be scheduled for the afternoon. No. She had no control over the delivery time and I would not find out the four hour window until a text the day before.

And then she said, "Well, if you must attend this meeting and cannot accommodate the delivery, you will have to reschedule."

And that's when I came unglued. I literally said, "Ohhhhh, you did not just say that to me." And then I went off. And hung up.

Got an email the Monday before Dec. 1 confirming delivery. OK, took the day off. On Tuesday before Dec. 1, I got a short call to tell me that the delivery was rescheduled to Dec. 8. Rails for the bed wouldn't be delivered in time. No appeal, no one to speak to. Done deal. Day off repealed.

Today, Dec. 4, I received a voice mail telling me that my delivery has now been rescheduled to Dec. 15 "due to inclement weather and a couple of back-orders on a couple of your items."

I've been sleeping on a camping cot since Nov. 22. I've been eating over the sink or at my coffee table. I am so done with this company. I don't know whether it is fraudulent, incompetent or both.

So, again, I would strongly recommend doing business with some — ANY — other company than...

Sales people were cordial and tried to help (guess they know where their next paycheck comes from). That aside, ever been someplace where an employee makes you feel like you need to write a negative review?

First, after the sales agent who sold us the fifteen hundred dollar bed told us we had 72 hours to pick it up, we drove the hour there and did.

Today (6/23/2025), a snotty female agent at the check-out center informed us PICKUPS WERE NOT DONE ON MONDAYS AND. . . .

Again, we were told we had to pick up the bed within a 72 hour time period.

THEN there was that the paperwork says "48 hours."

Both of us noted a snide attitude from that same help desk agent the day of the sale. I assume her apparent disdain was for peons who bought a display model they were moving to make room for a new line of inventory.

Next there was the issue of the remote. There wasn't one. Not a big problem, since the sales agent said he would get one from another display.

Obviously, paying the extra several hundred dollars for a bed requiring one would be nothing short of stupid.

When we loaded the bed, the remote we were given had no battery cover. The snotty sales desk agent claim the "as is" crap, but which does not mean ASHLEY could give us a remote we'd have to jury-rig, to keep the batteries in, to allow the remote to function.

That this bed was a display model does not mean the store could, after holding the bed out as being a fully functioning bed (adjustable base) give us a bed missing parts that rendered the bed base inoperable. We were told the bed was a working bed, that all we need was a remote and the sales agent would get us a nice one from another display.

We, reasionably, relied on the assertions the bed was fully operational and bought it in good faith. That's called a contract (even something as simple as buying a candybar involves a contract).

THEN there is the frosting on this cake - setting the bed up, we discovered there was no power supply.

Trying to get the battery cover, or a new remote, a power supply and the 120 volt power cable has resulted in run arounds and demands we buy those things.

In short, ASHLEY violated the terms of the contract and is attempting to use its superior might to avoid performing on the contract it entered into.

Per contract law, we have the legal right to expect what we paid for - a working bed, AS IT WAS HELD OUT TO BE.

CORPORATE NEEDS TO RECOGNIZE the several factual reviews I write are going to negate several thousands of dollars of advertising.

SIDE NOTE: As they say, do me good, I'll tell a few. Do me bad, like ASHLEY agents are trying to do, and I'll tell as...