Ashley Store — Local services in Salem

In mid-October 2021, we found a lovely dining table set at Ashley HomeStore. Our saleswoman, also Ashley, started out friendly, but quickly gave us the runaround. She told us that we PROBABLY would not have the table by Thanksgiving, but we'd DEFINITELY have it by Christmas. Fast forward a couple weeks, and we noticed that the sales receipt actually says 12-18 weeks, rather than the 6-8 that she mentioned verbally. We wrote it off as a mistake and kept waiting. On December 12th, I tried to email Ashley directly, but her email bounced. I then tried to call the store, but sat on hold for nearly 20 minutes with no answer before hanging up. The next day, we went to the store and asked to speak to Ashley. A sales rep messaged her for us, and let us know that "they" would be back in five minutes. I assume "they" is Ashley and her boyfriend, who also works at the store. After 10 minutes of waiting, the sales rep told us that we could speak to customer service directly. Long story short, we found out that the table was going to arrive by late February at the earliest. The dates that she'd told us were completely incorrect. Luckily, we were able to cancel and get a full refund due to satisfaction.

In addition, after ordering the table, I had Ashley get us a quote for a Stanton couch. We already had a three-piece set that we'd purchased elsewhere, and needed some new pieces for the new house. She verbally told us that they not only price match, but that if we ordered by the end of October, we'd also get 30% off thanks to the sale they were running. Her price seemed high, even with the supposed 30% off, so we got a quote from the furniture store we bought our couch at originally. Their non-discounted price was lower than Ashley's discounted price. We brought the quote back to Ashley for price matching, at which point she said she could EITHER price match OR give us the 30% off--NOT what she told us in the first place. We were pretty done working with her by this point, so I told her we were going to go elsewhere. She offered another $100 off the price match, but I had no desire to work with her anymore, not even to save $100. Instead, we ordered the couch from the original furniture store. We'd rather pay an extra $200 for the furniture store to drive 50 miles to deliver our couch than ever work with Ashley again. Perhaps if she'd spent less time hanging all over her boyfriend, she would have been a better saleswoman.

Very disappointed all around. I understand delays in delivery, and I'm not even mad about that. I'm mad at the fact that Ashley (the saleswoman) verbally lied to us or misled us, or both. I'm mad that the store is impossible to get ahold of. I'm mad that the other employees at the store seemed lazy and reluctant to talk to customers during each of the five or six times we were there, and clearly don't care about their customers at all. These other reviews are pretty telling and I sure wish I'd taken a look a these before we wandered in. This was literally the worst experience I've ever had shopping anywhere. We will absolutely never shop from this...

Nelson Adams was friendly, helpful, and quickly showed us the exact recliners we were looking for. And at a great price too! Thanks Nelson!!!

UPDATE: 5/6/25. I am changing this review score to one star for now, in the hopes someone from Ashley's will see it and get back to me. I have made repeated attempts to get a question answered regarding our order, with no luck so far. HISTORY: On 4/24/25 my wife and I purchased a double reclining loveseat with console ($1,084.00 paid in full). On the same day, some good friends of ours purchased the exact same item, for the exact same price (we both had visited the store together; both of us live in the same small town not far the Ashley's store). We were both given the standard estimate of 3 to 4 weeks for delivery. On 4/27/25, our friends were contacted by Ashley's and advised their loveseat would arrive at their house on 5/5/25. NOTE: this delivery occurred. Curious to see if my wife and I would also be receiving our loveseat on the same day, I called the Ashley's store (971-332-8414) on 4/29/25 at 11:26 am - no one answered so I left a detailed voicemail and asked for a call back. On 4/30/25, I called again, at 12:19 pm - no one answered, so I left a second voicemail and asked for a call back. On 5/3/25, I received a call from Jessica at Ashley's; however, I was on the road at the time (Saturday at 12:09 pm) and her call went to my voicemail. Her message stated she could not understand my voicemail due to my voice breaking up, and she asked that I call them back so I could explain what was going on and how they could help. On 5/5/25, at 12:37 pm I called Jessica back at the number she provided: 503-339-2711 - no one answered and I left another voicemail asking for a call back. So at this point, I'm looking for answers to a couple of questions: 1) When is the estimated time of delivery for our loveseat? 2) Why were our friends able to get a status call on their loveseat within three days of purchase, followed by a delivery that was made on 5/5/25, while my wife and I have never even received even a status update? My concern is that perhaps there was only one loveseat actually available at their warehouse and now we might be looking at an extended wait time for another one (I see in prior reviews some examples of extended shipping delays over the past six months). Finally, it is hard to get a live voice on the phone (this also is a common theme in some of the prior reviews). If I'm unable to connect soon, I will be going into the store personally and possibly cancelling our order. I hope to hear back from someone soon. Thank you.

UPDATE #2 on 5/6/27. Jessica at Ashley's called me back (thank you Jessica!) and I am very satisfied with the information she provided to me. Sounds like the loveseat is expected next week. I've updated the review score accordingly....

Please note that when I state in my review that I contacted them, it is not the Ashley's Homestore, it is their Warehouse. The previous reviews regarding trying to get ahold of someone in the actual homestore is 100% true! You cannot get ahold of them outside of going into the store. Not that they will have much information. Once they make the sale it seems like it becomes a handoff approach and it is never their fault. It's the warehouse or the computer system they use... Etc...

We were on a time restraint to get a couch so we purchased a couch based on the sales person telling us that it is in-stock and would be delivered Nov 19th.

I received a call from the Ashley Warehouse saying that they would need to reschedule my time as they do not have any of the couches in-stock. I told them that I specifically bought the couch because I was told that it was in-stock. They said the sales person was mistaken (seems like the usual blanket response). So I rescheduled my delivery for the 29th of Nov. I called the warehouse the next day making sure that the 29th was still going to work... They told me that it was pushed out to the 3rd of December (this was me calling them the day after we settled on the 29th and to emphasize, I am calling them they are not calling me to let me know of any rescheduling or adjustments to my delivery date).

So I settle on December 3rd. I call the next day to Ashley's Warehouse, pushed out again.... This time I was asked if I want to schedule the delivery on the soonest day available because their delivery schedule is booked... (Felt like a joke question) So I asked for the soonest date... Dec 8th.... At this point I am not going to call again in fear of it being pushed out again and agsin....not even sure I am going to get any furniture from them...

Feeling like theft at this point.

Be transparent to your customers. We understand the delays that furniture stores have but you have to be pretty hard up to lie to your customers just to get compensation. Says a lot about the company in general if their sales associates need to take that route.

Go to Kelly's furniture since they are newly separated from Ashleys. The gentlemen there were super nice and helpful. They understood our time limit and worked with us, they also directly called us on our delivery date to ensure everything was set up. We got our duel recliners exactly when they said we would. It was a breath of fresh air...