Ashley Store — Local services in Riverdale

Riverdale location - Terrible customer service. My husband and I both wandered about this store for 45mins and NOT ONE sales person approached us. This was a Wednesday eve at about 6pm and there were probably 4 couples total in the entire store, including ourselves, so it was not busy at all. As we came in at the entrance a lady walked by us at the front door, not a smile, "hi, hello or welcome", I said she must not work here, but to my surprise she went to the right and went into the breakroom. We continued in and walked about, I began to wonder if their sales model was to have customers initiate first contact. So I walked about and kept looking at sectionals, but as the time went by and I noticed people walking right by me and not acknowledging us. I found this really strange. I walked by a large customer service desk and 2 employees were engaged in conversation, one sitting behind the desk and one stading infront of her with her back to me. The one standing turned around and looked at me and turned back to continue the convo, interesting I thought to myself. I still continued on, by this time my husband and I split up, he had our 2yr old and I had the baby. One lady walked by me with 2 customers, seems like she was closing a deal, she still didn't smile or even said hello. I get it, she was probably in game face mode thinking about her sale she's about to close. And I know it would be too much to ask for her to stop for a second and say "hi are you being helped? I can get someone to come and help you because I have customers right now". She walked by me like I was invisible, stone faced. At this point it's a game to me to see if I'm really being ignored, so I keep walking. A guy walked right by me and I said again he must not work here as I only saw him from behind. Another lady walked by me and kept her head straight and face emotionless, she was also walking with 2 customers, no acknowledgment. I checked in with my husband to see if he got any help ... NOPE. I say ok we're leaving. Then I see the same guy that walked by earlier and I decided to stop by this couch and start talking loudly to my husband about the couch and how I like it and the features and blah blah. STILL the rep ignores me, I must be invisible, so I stopped him and asked him "excuse me do you guys offer assistance in this store or is it up to the customers to ask for help" and he's stumbling over his words and then says "no how can I help". At that point I had already made up my mind that I would not be spending my money here. I asked him a few questions and he showed me 2 couches then we left. I know this is a long review but I had time today and I love leaving reviews, whether good bad or indifferent. Anyways, this experience left a bad taste in my mouth. I also know I could have gone up to any of the reps and asked for help but that's not what we're discussing today. Even Walmart has greeters at the door and welcome you with a smile. There is something to be said about welcoming a customer with a smile to your establishment. Make them feel welcomed so they want to spend their money. I know I'm never stepping inside another Ashley again and not just because of this experience but I also had a similar experience in a Ashley store in Illinois. RC Wiley and Living Spaces were very pleasant. I'll be purchasing from one of them. Someone please tell the team here to act...

Short version, avoid purchasing from Ashley if you can. Protip: check prices on Amazon prior to purchase as they will match the price on items shipped and sold by amazon.com and they are often significantly cheaper than in-store.

Review: I don't like to leave bad reviews typically. If you are looking at a purchase, I would recommend googling reviews of Ashley furniture and the product you are purchasing. I bought two items. One arrived mostly fine, though I received none of the pre-delivery communications I was told to expect which led to a frustrating experience.

If your delivery goes well, all will be good assuming you bought an item without glaring quality issues from the factory. If your delivery doesn't go well, be prepared for an infinitely frustrating experience. After purchase, you will be dealing with an out of country call center for everything.

My second item was damaged in delivery. The delivery team spoke little English, and I unfortunately speak no Spanish. I didn't realize refusing the delivery was an option, and they had me sign for the delivery in Spanish so I have no idea what I signed. My fault on this one.

After thinking about it for a day and looking at reviews of Ashley's damage repair process, I decided it would be better to exercise my rights under Utah code 152-11-10 B(1) to request a refund. The purchase agreement states that non-damaged items can't be returned, but it doesn't say that damaged items can't be returned as is required by Utah law.

Apparently no one in the company can accept a return or cares to do anything. The store will refer you to the call center, the call center will refer you to the store. There is no one to speak with at their corporate office, no legal team, no anyone. The store offered to take a message for the store manager who is on vacation until outside the 72 hour return request window. The call center said I could talk to the regional manager, but they don't know who it is. They transferred me to the store, and the store also doesn't know who it is.

Overall, I'll give 2 stars since the store associates are...

Ashley of Riverdale has the worst customer service ever. I purchased a wooden Cal King bed frame with drawers for over $2300. The very inexperienced sales person wrote up the order showing a Cal King bunkie board. The manager said she needed to write up 2 foundation boards because they are just Twin XL. Four people investigated it and they said the order was correct. I paid for a Cal King bunkie board. The bed arrived with only one twin XL bunkie board. When I called to complain, they told me to come in the store to straighten out the bunkie board issue and that it would be ok to put my $2000 mattress directly on the slats until it was resolved. After the delivery team left, the noxious fumes from the wood bed frame filled up the whole house giving us all headaches. I’ve had to leave all windows open throughout the house, purchase a space heater, charcoal filters, put baking soda and vinegar in the bedroom and I have left all ventilating fans on over night and we still can’t even go near the room without feeling ill. The formaldehyde smell is so STRONG! I’ve never smelled anything so strong. Then I noticed the feet under the bed are crooked (see photos). So I went into the Riverdale store today to resolve these issues. They said, “that’s what you ordered” as if I had a choice of how the bed came. Why would they have a purchase line item that says Cal King if you have to buy two??? When I complained about the strong smell, they tried to claim that the “new wood” smell was normal!! I wonder how they would feel trying to sleep in a home that is now making us sick! Their only solution was to give me the two bunkie boards that I paid for on my order shown as Cal King bunkie board. Regarding the other issues, they gave me their customer service number so I could make my own appointment to fix the feet and noxious smell issues. How hard would it have been to say, let me call customer service for you to get a...