Ashley Store — Local services in Rogers

Hello, I am writing to let you know about an arrogant behavior we faced at the Rogers Ashly furniture store today, October 2nd at around 5:30PM. We would like your customer department to review the cameras and phone conversations to find the truth.

First, we have already purchased two sofa’s from Ashly Rogers store. Today, we went to buy matching TV stand. As we enter into the store we found a bar table with three stools on sale and placed order. Then, we went to the TV stand and almost placed the order. We were not aware of the warranties that we need to pay at the end. The sales representative asked if we have an Ashley advantage membership. We said yes, and gave her the advantage membership at the beginning. The sales representative tried to help us till end. When sales representative explained that there are two warranty charges to pay to bring down the price as I was ordering two different items, I didn’t quite understand, so I asked the sales representative to give me the price with warranties and without as we want to understand two warranties also to understand if I can add my sofa as well which I purchased before to the same warranty. Then the sales representative said I have to bring my manager and went to bring. We waited for her. As the manager approached my husband and I, she sat far, and asked what’s going ? I said I want to see if you can wave the warranty to bring down the price, the whole process, I was thinking that buying warranty was an option.

She said I can wave the warranty and you can pay more. My husband said then what is the point of waving the warranty rather we can buy with warranty and was about to ask if we can add sofas to the same warranty. He didn’t even say anything else than that. She said, done deal and left with loud pitch. I was asking the sales representative what’s your manager’s name? Why she behaves like this? She came back and said we are done, we are done, we are done, done deal with a high pitch and made us walk out.

I called the store and tried to explain the situation, the front desk lady trasfer to Shawna only who behaved arrogantly. I wasn’t aware of it.

She said you know what you are complaining to me about me. I said we were here for the past 20 years and we never had to face this type of behavior. She said, your husband rose his voice and I had to do it and I am also in customer service for past 20 years.

Okay! I said let me know your name I don’t have to talk to you again. She said I said that before and I was in customer service for 20 years, but didn’t say her name.

I again called in to the store to get her name. The front desk lady gave me her name. By then she has told everybody that my husband started yelling at the sales representative and her.

I was trying to explain the front desk lady about what happens and asked why she behaved like that or what’s her problem? This time the customer service lady started blaming me and my husband and warning I am going to hung up the call. She said if you talk more, I am going to hung up the call repeatedly. I was trying to make her understand what happens. She said by law we don’t have to sell our products if you as you don’t respect our sales team. I said can we find the truth? She said, she knkws the truth. She also said go ahead and complain on me as well and take my name as well and started to spell her name as well.

Dear madam or sir whoever reads this email, we would like to watch surveillance cameras and the phone conversation to find the truth? Rather resolving the situation, we got treated blandly again and again. Is this the company policy and ethic?

We would like to take this to company officials and find the truth. Let us know how to proceed with this to...

STOP CALLING ME. I WILL NOT BE TAKING DELIVERY OF ANY FURNITURE FROM YOU. I went into this store towards the end of August with a selection of furniture I'd found online. I really wanted this set. They were very accommodating, and placed the order for exactly what I wanted. I dealt with David B., and his sales manager, Summer. I was told at the time it shouldn't take more than a few weeks for the furniture to come in. No big deal, I was willing to wait for what I wanted. Near the end of September, I found out I was going to be moving for work at the beginning of November. I hadn't heard anything from the store, so I contacted them. I was told on the phone by a very disinterested associate that my furniture wasn't scheduled to be delivered until the end of October. I made sure this was indeed what was showing, and left it at that figuring it would be here in time before I moved. Second to last week of October, I stopped by the store on my way home to check in as I still hadn't heard anything. I was told then at the counter that they were showing that my order still showed processing, meaning it had not shipped yet, and they were showing estimates for end of November. I explained to them I'd be moved by then, and asked if there was any way to have it delivered to another store, or possibly my new address 5 hours away. I was even willing to pay extra. They assured me this was no problem, and that either my salesperson or manager would contact me the next day to set it all up. Next day came and went, no call. I called them the following day, explained my situation again, and was told the salesperson and manager were not available. I asked to speak to any manager. After a brief hold, I was told there was no manager available to speak to me. To say this pissed me off is an understatement. I decided right then and there I would not be going forward with this order, or this company. The day after that, Summer finally called me. I told her everything that happened, my conclusion from the experience, and why I felt that way. There is absolutely no reason no one was available to speak to me about this while I was still trying to work out the logistics of my move. Summer apologized, told me there is always a manager available, but that she understood and would take care of cancelling my order, That's the end of it right? Nope. This past Monday, I was contacted by the store needing me to call back and set up delivery. I called and told them this order was supposed to have been cancelled by Summer and I had already moved. At this point, I've already filled the space this furniture was meant for. I was bounced to two more people before someone got on and said they understood I needed to schedule delivery. Are you kidding me? I'm done at this point. One last time I explained, and was told that Summer would have to approve this cancellation. She would contact me the next day. I said this was not going to work for me, I don't need to talk to Summer, and as far as I'm concerned, this order is cancelled. Magically Summer is now there, and the person on the phone was going to "try and pull her away". I sat on hold for thirty ducking minutes before I finally hung up. Since then, they've called everyday, leaving messages to call back to schedule a delivery. I am beyond done with this. Mathis Brothers - have the store stop contacting me, and have Summer take care of whatever she needs to on her end. This sale could have been saved if your employees were willing to talk to someone outside of their own sale. I assume the salesfolks are on commission, otherwise, I surely could have got someone on the phone to help me work out logistics....

I wanted to share my recent experience regarding a recent order. While the in-store experience was overall positive, the delivery process and post-sale customer service was very disappointing.

The wrong order was delivered twice, which was frustrating. What made matters worse was the lack of support when we attempted to get the issue corrected. I had to initiate follow-ups myself, only to be told that someone would check with the sales team and get back to me—yet I received no timely updates.

This lack of responsiveness and poor communication fell well below expectations and has left us feeling quite dissatisfied with your service. I hope you take this feedback seriously and work toward improving your delivery accuracy and customer service follow-through.

Update 1: Spoke with Maddie from customer service and was informed that our original bed frame was no longer available. (What happened was the bed frame that was sold to us is labeled and sold to us as a platform bed but in reality, it was a panel bed which requires a box spring.) We were given two options: either visit the store to exchange the bed for something of equal or greater value, or receive a box spring instead.

However, when we went into the store and selected a different frame, we were told we’d have to pay the price difference—something that hadn’t been communicated to us previously. I told them they can review their calls with me. On top of that, we were later told the box spring would come at an extra cost.

One of the more frustrating parts was that when calling customer service, they can write up notes however they want—and when we asked for the notes to be read back to us, they weren’t always accurate. I even mentioned they could review the call recordings, since all calls are supposedly recorded, to verify what was said.

After several frustrating calls and a lot of back and forth, the issue was finally resolved, and we were told a box spring would be sent to us at no additional charge. I’ll be double-checking my billing statements to ensure that’s accurate.

Big thanks to Emily at the front desk/billing—she was professional, calm, and truly helpful in working with management to resolve the issue.

Update 2: Still incredibly frustrated with this entire experience. We never received the promised text with the delivery time frame. I had to wait until the store opened at 10am just to call and find out when and what was being delivered.

When I called to confirm, I specifically asked to verify the order to make sure it would actually solve the issue with our bed frame — an issue Ashley Furniture caused in the first place. Originally, Ryan told me I'd be receiving a King box spring, but on delivery day, I was informed they were sending two twin box springs instead. I tried to be flexible — but now there’s a 2-inch gap between them, which defeats the purpose of fixing the problem.

This entire situation has been a nightmare. It’s been one issue after another, with poor communication and careless handling of something that should’ve been a simple fix. Very disappointed in the way Ashley Furniture has handled this from start to (still unresolved) finish.

Tip for future customers: Skip the call center if you run into any issues. There’s a serious lack of communication between the call center and the store. It’s much more effective to go into the store and speak directly with someone at...