Ashley Store — Local services in Richmond

On Friday April 2nd I purchased an upholstered headboard item #B603-77 along with the foot-board and side rails Item #B603-74 from store # 023 in Richmond Ky. I work Monday thru Friday 8:30 to 5:00pm so the delivery date was scheduled when my mother was visiting from out of town because I could not take the day off work. The confirmed scheduled delivery date was Wednesday April 15th Between 12:30 and 3:30pm... at 4pm the bed had not been delivered so my mother contacted them because I was still at work and she was told they were running late and would be there by 5-5:30pm....At 6:24 I received a call from the delivery men stating they were on there way from Nicholasville and should be at my house shortly. They arrived around 7pm put the bed together and left. I went to put sheets on the bed and noticed the headboard was wobbling on the right side but not on the left side....after my mother and I inspected the bed the side rail was not even attached to the headboard and was sitting on the floor. I immediately called the delivery men at 8:21 and left a voice mail. I then texted them and explained the problem. I was told they were on there way back to Lexington and I would have to call customer care in the morning. My mother and I tried several times to slide the side rail into the headboard bracket but it kept popping out and would not latch. I called customer care Thursday April 16th and was told someone would call me back within 24-48 hrs to set up an appointment to have a technician come out and look at the bed. I then called the store I purchased the bed from and was told a rush order would be placed to have GR call me back. I received a call back Friday at 6:45pm to set up a technician appointment. Because of my work schedule I requested a Saturday appointment. ... first available appointment was 6 weeks away on Saturday May 30th which is totally unacceptable since I am unable to use my bed. I then asked for the first Monday appointment when my friend is off work and available to let them into my home but they do not have appointments on Monday. I am requested that the bed be replaced and a new delivery date set up as soon as possible. My purchase was paid in full by cash and it is totally unacceptable that I have to wait 6 weeks to have a Technician come and look at it. I received a defective product that I am unable to use by no fault of my own.This is my first purchase from Ashley Furniture and so far it has been a nightmare. When I purchased this product I assumed if I had a problem Ashley Furniture would stand behind the products they sell. After getting nowhere with customer service I drove 45 minutes to the store I purchased the bed from and spoke with the manager. I received a call the next day and the appointment was rescheduled for Saturday April 25th. I was not given a time only told it would be in the afternoon. I was home all day waiting for the tech who never showed up and never even received the courtesy of a phone call !! The original delivery was delivered 6 hrs late and this appt was a no show. I contacted Customer Care and they were closed. I contacted the number who called to set up the appointment and they were closed aswell. On Sunday April 26th I contacted the store in Richmond, KY where I purchased the bed from and was told Adam the store manager would call me back on Monday due to him not working today and him being aware of the situation going on with my bed. Today I got a call back from customer care who left me a voicemail while I was working stating they received my voicemail from Saturday April 25 saying I was mistaken, that a technician is scheduled to come out May 30. I am done with this and with Ashley Furniture. This is the absolute worst company and worst customer service I have ever experienced. You are inconsiderate of your customers who spend a lot of money in your stores and inconsiderate of your working customers whom you expect to work around your schedule and then don't even show up for a scheduled ...

I have been sitting on this review for a little over two (2) weeks now hoping that the company would make right of the situation that they have caused. The staff at this particular location was very nice and helpful when we ordered a bedroom set, kitchen table and chairs, and coffee table way back in July. Even after the sales associated wrote our order wrong it was fixed and they barely charged extra for the difference. The problems came after that, we were told it would take longer than usual for delivery due to covid, 2 after 6 weeks we had not heard a word about our delivery, I sat on hold for 45 minutes with their customer service team to tell me they were waiting on the kitchen table and chairs. The next day the sales associate called to inform me that they only thing they were waiting on was the mattress and that they could do a partial delivery (Now I'm confused) I told her the customer service told me a different status, she was supposed to call me back with the answer (Its been 3 weeks now) I agreed to partial delivery, and it was set up for the following Wednesday, On Monday I received a email and text confirming the delivery of ALL items. On Tuesday I received a phone call explaining that my mattress was on back order and it would be another 4 weeks before it could be in now. So I went to the store and spoke to the sales manager who said it was odd that the mattress was holding up an order, then proceeded to explain that the warehouse would take from someone's order that wasn't complete to complete another persons order faster regardless of the order date. (WHY WOULD YOU TELL A CUSTOMER THAT?) He then stated that he would try to steal someone else's mattress for me.... Then comes Delivery Day! The delivery people showed up early! A+ for effort, they then explained that the lamps for my LED headboard were missing and would come at a later date. (I'm confused) I noticed after they sat the coffee table down it had a scratch on the edge of it, the took pictures and said someone would call me within the hour from the warehouse (Its been 2 weeks no one called) After they left I moved the bed frame since they didn't center it on the wall and did not push it all the way against the wall either.. SUPRISE! the LED for the headboard is there, they just didn't plug it in...OH they didn't put the hard ware on the end tables! OH THERE ARE SCRATCHES ALL OVER THE HEADBOARD AND FOOTBOARD! So I called the store, the referred me to the customer service line, I had to sit on hold for another 40 minutes... At this point I'm steamed I did not just pay $4500 for scratched furniture.. All they can do is schedule a technician to come up on look at it... It took 2 days for the tech service to call and schedule a time (Which is 2 weeks away) to come out and look at this mess.. We cancelled the mattress since it was going to be another month, went to Sleep Outfitters found a comparable mattress and it was there in less than 72 hours. and $100 cheaper

All they did was paint the scratches and you can still see where the damage was done.. He did order 2 new drawers since they couldn't be fixed. (Who knows when they will comes in)

I'm not happy, I did not spend this much money for damaged furniture. It's a shame that I now have a line of credit that won't ever be used. I won't order from...

We moved into a large house in June so we needed new furniture to fill the space. We ordered a bed and dresser on June 17th. We were told that delivery would be in 2 weeks. On the date it was to be delivered nothing arrived. My wife went back to the store where she was informed that the dresser wasn’t in stock so the delivery was on hold. There was no call to let us know or to ask if we wanted the bed delivered without the dresser. It was 2 days short of 4 weeks and the bed finally came. Twelve days later the dresser came. The total number of weeks for the dresser at this point is over 5. Opened the front of the box to remove the dresser only to find that every drawer on the right side was on top of each other. Every track on that side was pulled out of what I thought would be wood but it turned out to be particle board. So I spent over $1200 for something that if it were sold at Walmart would’ve been about 25% of the price. I immediately called and after a lengthy conversation I was told that they would call back within 48 hours. 48 hours later I got a call to schedule a service technician and was told that I would get another call within 72 hours. No call. My Mom got involved due to my work schedule and she called them again a week after that deadline passed. She was told that we would be called or messaged within 3 hours. Another lie. She called again and was told the same thing. So we were sent a text asking for photos and we were told that the dresser would have to be replaced because it was not repairable. So I haven’t moved the dresser. It’s still sitting where it was dropped. It’s been sitting in my living room floor, directly in my front door for the last 4 or 5 weeks. I’ve honestly lost count of how long it’s been there. I’m glad this is all that I bought from Ashley. I bought my living room furniture and new mattress for my bed from Furniture World. They were ready to deliver before I even got moved and they would call just to touch base on the delivery date that had been scheduled. I got a piece of furniture from Sim’s and it was way cheaper and made out of real wood. I picked it up as soon as I paid for it. Ashley Furniture has give me the run around on overpriced furniture that we’re going to be lucky to get 3-4 years of use out of. Customer service for this company is terrible. I will NEVER buy from them again. I’m still waiting and if I’m lucky they might get it delivered in a shade under 60 days. Unfortunately I have to give them 1 star when they deserve a review with...