Ashley Store — Local services in Rossford

DO NOT ORDER FROM ASHLEY FURNITURE We ordered a 6-piece couch and ottoman with a TV stand January 5, 2025. We were told it would take about 4-6 weeks. In February (about 4 weeks later) we received a text message to schedule our delivery. We then received another text message days before the delivery indicating we needed to schedule the delivery. When we called Ashley we were told that the couch had not been transferred to the Bowling Green distribution center yet. So we rescheduled the delivery.

Well that date then comes, and no couch. We are then told the same thing that the couch hasn’t made it to the distribution center yet, and we get rescheduled. Next delivery date - still no couch.

Finally someone tells us that there is an issue on the store’s end about the transfer status.

The store tells us that the person who sold us the couch and TV stand has transferred stores, but they fixed the issue. They rescheduled us for 3/4/25. 3/4 gets here and we finally get a text with a timeframe so we thought everything was all set, NOPE. Turns out it was only the TV stand.

So we call again and they said the couch was still on its way to the distribution center and hadn’t made it yet (again). So it gets rescheduled for Saturday 3/8 because it’s should be there by then. Well Wednesday 3/5 rolls around - we call again and THIS time we are told “there are no notes as to why, but the couch was taken off the schedule for Saturday” and we then asked if the couch was even at the distribution center to which they CONFIRMED that it was there. They told us all they could do now was to put in a ticket with the distribution center to see if we could be added back to schedule for Saturday and call back in 24 hrs.

We call back the next day and the next person now tells us that because they “were trying to accommodate” OUR request to deliver the TV stand (since it was available) that the couch got taken off the schedule when the TV stand was delivered - We NEVER asked for the TV stand to be delivered separately.

So we rescheduled the couch then for Saturday 3/15/25. Midday Thursday 3/13 rolls around, and we still don’t have the timeframe for delivery, so we call again. They tell us that they have no idea what happened, but that the delivery never got routed in the system and there’s again “no notes” as to why, so they can again put in a ticket to see if we can be added back to the delivery schedule for Saturday 3/15, but it takes 24-48 hrs to find out.

We call the store again and speak to the assistant store manager who basically said this was not okay and the person who sold us the couch who is now a manager at the Holland store (Sammi) didn’t do the necessary follow-ups she was supposed to do, and this shouldn’t be happening to us. He told me he would be reaching out to someone to figure out what was going on with the delivery, and that a higher-up would reach out to me soon. 24 hours passes and upon checking the credit card statements for the order it looks like we’ve been charged a $21 promotional fee for having the TV stand delivered separately since it was all supposed to be on the same order with the 60 months 0%, but the TV stand alone wasn’t enough to get the 60 months 0% (which is EXACTLY WHY we ordered them TOGETHER). I’m not even sure that’s worth bringing up at this point because this has all already been the most frustrating process and has gotten us NOWHERE.

Had Ashley not kept reaching out to us to schedule and reschedule deliveries (where we’ve made accommodations every time) we probably wouldn’t be this upset. But here we are 7 scheduled deliveries later with no couch and 0 answers.

Called again 3/19 and was told by customer service that the couch is in, but it won’t let her schedule a delivery for some reason so she put in a ticket.

Called again on 3/21 and we’re now being told the couch apparently is not at the distribution center won’t be at there until APRIL 15th… There are also two more charges on our credit card now from 3/17 for what? Who knows.

Safe to say we will never order from Ashley...

While having two fairly good experiences with Ashley, my most recent experience has been a nightmare. My wife and I purchased a dinning room table and chairs. We picked it up from the warehouse in Bowling Green and were told if there were any issues found after unboxing to contact the store (Rossford location). I got the base built and upon unboxing the top I noticed a defect in the table top. I checked the box, there was no damage to either side of the box and no impact marks of any kind on the table top. I can only assume it’s a manufacturing defect as the crack appears to be on a knot in the wood. I immediately contacted the store, to be put on hold for 15 minutes for them to give me a number which I called and was referred back to the store. I then called the store and waited on hold for an additional 20 minutes to speak to a manager who gave me another phone number stating the store cannot help me. I called this number and used the call back option. Around 30 minutes later my call was returned and I was told I needed to text an automated text line. So after talking to 5 different human beings I texted the automated text line. I was supposed to receive a text back from a tech. Needless to say I never received a reply. The next day I went into the store asking how to return the whole set. The store again told me they cannot help me with that. From there they gave me another number to call. I went to my car and called the number as I was not leaving without some sort of resolution. After waiting 22 minutes on hold and almost walking back into the store someone answered. The lady was very helpful and made me feel at ease. I was told a tech needed to assess the damage and determine if it could be repaired or if it needed to be replaced. From there I was told the earliest a tech could get to me is 4/23/2024. We bought the table on 1/26/2024 and picked it up 2/3/2024. So I’m stuck with a defective table for almost 3 months. Terrible customer service, the store is quick to take your money but can’t help with anything beyond that. Beyond disappointed and I will not do any future business with...

We ordered a dining table, 4 chairs, and a bench. Everything at the store and with the delivery was perfectly fine. The salespeople did not seem to pressure us and were there to answer all of our questions very kindly. All of our chairs and bench arrived with at least one leg not leveled with the others leading to them rocking and the delivery team informed us that a tech could resolve the issue within a week or two.

We are now over a month from our delivery, have had one appointment with a service tech cancelled on us last minute because apparently they didn't have a tech to come to us and are struggling to get a tech right now because customer service only sets up a day and then you are given the time 2 days in advance with no alternative options... It either works or it doesn't. After having to say no to our appointment on the 25th (tomorrow) which we were given 12:15 to 3:15 as our timeline of arrival we were told we now have to wait until March 11th before we can have the option of a tech again and yet again won't know what timeline we are looking at until 48 hours in advance.

It seems like our only options are to keep trying and hoping they give us a time that works and they don't cancel again or take one of our limited days off again in hopes they won't cancel on us again and then have to possibly use another day off the next attempt. It has been incredibly frustrating and seems like once you get your items all customer service falls through the cracks. The location itself was great, the back end stuff with customer service has been a headache to say the least. I will say the quality of the items we received is good and we would be very happy if either the chairs were level at delivery or if it wasn't this big of a hassle to...