Ashley Store — Local services in Ross Township

Terrible experience trying to purchase a recliner. I came in the merrillville store with the exact sku number of the recliner from their website to replace the one that had broken. I was not greeted by any of the sales staff no one was at the customer service desk and I proceeded to walk the entire sales floor looking for the recliner. Fast forward about 15 mins I find a sales lady lounging in a loveseat toward the back of the store. I asked her if they had this recliner or if it would have to be ordered. She informed me she didn’t know and took about ten mins to find someone to look up the item. Mind you there was no other customers in the store. The sales associate returns to inform me that the have it in stock at their warehouse and that it will be $687 plus $100 delivery fee, on their website it clearly stated $459 free delivery to my address. She goes to find a manager and comes back to tell me they can sell it to me for the $450 plus delivery and couldn’t understand that I was showing her the price from THEIR WEBSITE, after pulling up the item on my phone showing her and explaining the price difference she finally agrees to sell it to me for the advertised price on their website. Then comes the 25 mins of the sales woman entering all of my information in to their computer having me sigh twice the invoice printing the receipt and then forgetting to take my payment. Now she restarts entering my info again and this time takes my debit card to pay for the item. Why is all of this mess art why am I not able to just purchase the chair at the price you advertise without going back and forth for over an hour? Horrible waste of time! The only reason I went to the store was because I was looking to pick it up today and take it home instead wasted an hour! This is why stores go out of business terrible customer service and marking up items with misleading prices. I could have just ordered this from my living room and avoided this whole mess! I bought both of my previous living room sets from Ashley and...

Ashley was a great salesperson. We had already been to Bob's Discount and Art Van...Ashley did a great job describing the quality of the furniture and the leather, as well as the baseball stitching in the seams. She explained the 5 year protection plan... We were impressed. But the price difference between Ashley and Bob's was the thing that we wrestled with... almost $1400 difference in the total. That was a huge deal for us! Ashley (confusing, I know...the sales person has the same name as the store! :) was not pushy...just told us to think about it. She sent us home with the breakdown of the costs and gave us the hours she would be working.

We left, certain that we were going to Bob's... the sofa there was good looking, comfortable, and priced right. The main difference was that the motors on the reclining mechanisms were not covered under the protection plan at Bob's. However, before we went back to Bob's, we decided that we would check the reviews. That was an eye opener and game-changer! The $1400 was tough to get around, but if they didn't stand behind their protection plan on their "cheaply built" furniture, as we saw in the reviews, then $1400 could be eaten up rather quickly! We weren't able to get back to Ashley before the sale ended on Memorial Day, so we figured that we would just have to wait for the next sale. But this morning, as I was going though my emails, there was one from Ashley Furniture announcing the best deal of all!...the same 30% off with 5 years 0% financing! As soon as my husband came home from work, we went and found Ashley and signed on the dotted line! I kept thinking about the extra chairs that $1400 would have purchased, but so glad for the secure feeling of Ashley Furniture standing behind what they sell! Now, let's pray you...

Update: We were contacted, their idea of a resolution was an apology, "sorry we can't keep our promises". We ended up going across the street to Art Van Furniture. We received outstanding customer service from Anita, our new furniture was delivered as promised and everything looks beautiful. If you are looking for new pieces for your home, go to Art Van furniture! Sorry Ashley, learn to keep your promises to your customers.

When promised a delivery date, your customers should not be called two days prior to find out something isn't being delivered on promised date. I ordered $4500 in furniture and was planning on ordering 2 more bedroom sets. I ordered my furniture over a month ago, so to be called 2 days prior to delivery to find out I wasn't getting my entire order is unacceptable. I am moving into our new home tomorrow, I would have liked someplace to eat our dinner. The customer service representative I talked to was rude and insincere, basically saying we were told in our contract it stated our order could be delayed, as if being told this at the last possible moment made it acceptable. I went in the store and I was offered to have our delivery fee taken off, but when I asked if they could guarantee delivery on the new date given, he said he couldn't promise anything. I canceled my entire order. You lost more then our business, you severely damaged your reputation. Don't make promises you can't keep, put in fine print that you can't guarantee delivery when promised, and you find this an acceptable way of doing business. I took the day off work to be there for delivery, I shouldn't have to take another day off for a second delivery. We should not be treated with this kind...