Ashley Store — Local services in Shallotte

This has been the worse experience of my life dealing with this store. I am a 68 year old handicapped person who has been through the mill with this Ashley store. Ignored by the store manager and treated rudely by the office manager. I purchased furniture paying $99 for delivery to my apt. 4.8 miles from the store. A week later I decided to purchase a new mattress for my bed. I was told I would have to pay another $99 for deliver or hold my other furniture for 2-3 weeks. I then asked about taking away the old mattress and was told they couldn't do that. Beauty Rest was offering a "free" box spring but they were not participating in the promotion. I was concerned about these issues but they were asking for my credit card and moving forward without giving me time to think about the ramifications of purchasing with them. I asked the sales clerk to at least throw in a free mattress pad. They did. Then they separated the $150 for a mattress pad from the mattress and took my card and ran it. On TV I saw a commercial from Ashley Furniture for the promotion of a king mattress for the price of a queen. The next day I heard an advertisement for the free box springs from Beauty Rest but i would use my old box springs and not worry about it. By the next day I realized that this was going to be a horrific logistical nightmare. I had no one to pick up the mattress, no one wanted the old mattress without a box spring, there was no one I could get to haul off the old mattress. I was so frustrated with the whole thing that I didn't even want the mattress anymore. For 2 days I called the store and asked for the manager and was told that he wasn't in that day. On the next day, my daughter called and asked for the manager and again was told he wasn't in. She requested that he give her a call right away. They said he would call on Monday. Instead the sales clerk called me that afternoon. I told her about the Ashley corp. ad and the beautyrest ad. That this whole process was overwhelming to me and if they couldn't do more to help me with the logistical problems then I didn't even want the mattress. She said she would call me the next day. I did not receive a call from her nor did my daughter get a call from the store manager. So the following day I called for the store manager again and was told he wasn't there and could I talk to the office manager. I said ok. She informed me that she never heard of the Ashley advertisement.. She let me know that Ashley stores are individually owned and this is why they don't have to participate in any advertised promotions. I sited that Sears and US Mattress and others had the same mattress that included the box springs, delivery, hauling away of old mattress and a 120 day guarantee that you are satisfied with the mattress and would include a "free" mattress pad for almost the same amount. They are including so much more for free that makes it easier for me to buy a mattress. I told her, I can't find anyone to come get it and the only person who wants the old mattress would need for me to move it and provide a box spring. I told her it was becoming a nightmare. She responded, I think you and I both know that NOTHING IS FREE. I said yes, but it is inclusive in almost the same price to me without the nightmare of logistics! She became rude and said when I signed the papers, on the back was the policy of cancelling in 24 hours. I told her I had been trying to cancel this for days. She became very rude and told me that was just too bad. I hate this store and I now hate the very mattress I am paying $1,665.00 for, plus approximately another $200 or more to try and find out a way to get it and get rid of the old one and I still have to use my old box spring! I spent over $3000 with them and the only customer service I received was rudeness and condescending attitude. Whatever you do, don't buy anything from here. I looked up over 10 different places to buy a mattress for almost the same price but you get delivery, haul away, a box springs, and a 120 day trial to make sure you like it....

Update final review as of 9/27/2024 Furniture not delivered on the 21st, no surprise but communication did improve over the course of this whole situation. We did get the furniture on the 24th, which I must say is beautiful but an extremely long wait. We did get the coffee table from floor because if not we still probably wouldn't have it since this was the hold up. We did have the option to cancel the order but choose not to since it was so close to delivery. I can say that the 24th delivery was the final chance for the furniture. So over all how did Ashley do 1-Due to the communication improvement, I will add an additional star and bump it to a 3. Hopefully this review made a difference, and another customer won't have this issue moving forward. May they always keep the lines of communications open with the customer. 2- Delivery was awesome, fast clean and efficient. The men were polite, courteous and professional. A+ for them 3- As far as taking down the review like I was asked and was told it affects her livelihood. Sorry, I won't do that. This in my own opinion it is an honest review and saying it affects your livelihood will not guilt trip me into taking it down either. However, I did put the most recent review on TOP, should anyone choose to read the whole review can scroll on down, 4- Final opinion; will I buy something from Ashley Furniture again, NOPE unless I can carry it out the door. I did have to take out some of this review due to over the allotted characters allowed

In the end everyone makes mistakes, lets learn from them and move forward with the experience and do better next time. Updates to this issue will be added below.

Part of the original review Ashley Furniture in Shallotte NC still waiting for our furniture that we bought and paid for in full on July 3. Told 2-3 weeks, well that came and went with no communication at all from the store. We the customer had to called to see what was going on and told, oh another 2 weeks the manufacture bumped it out, ok we can deal with that. We understand things can happen. No further communication at all after that 2 weeks. Again nothing, total silence on your part. Called corporate on Sept 12 and found out what was going on due to the lack of communication on your part again from Your store in Shallotte. Told by corporate the items are leaving the manufacturing plant on Thursday the 19th and would arrive at your store the 20th and to call your store in Shallotte NC and get on the schedule for the Saturday 21st since you are closed on Sundays and Mondays. I call your store again after the call to corporate, told you when the furniture would be at your store to set up delivery for the 21st of SEPTEMBER, which by the way was told from Customer Care Center TO DO. I was told by Ashley Furniture in Shallotte NC, they had to look into it more by the store. They would call me back shortly, IMAGINE NO CALL BACK YESTERDAY. This morning needless to say I called corporate again, Sept 13, Friday no less, who are very nice I must say and HONEST, I am on the schedule for delivery the 21st.

Update September 14 2024 I personally received a call from the store asking to consider taking down my review and corrected that I didn’t talk to corporate as originally stated, it was customer care center. I changed wording in original post to reflect that. Also delivery has been upgraded to white glove delivery and delivery set for the 21st with all pieces. Noted delivery could change and also at that time a final decision will be made to either keep items or cancel if it should be...

For this review, I am reviewing Kristine. She was amazing to work with through the whole process. I was purchasing furniture for two entire households, and it was a bear of a purchase to say the least. Her attention to detail was a huge asset in getting my exact needs met and she was flexible and easy to work with when my needs changed. Kristine kept in touch for the entire period and was proactive in assisting me when a piece of the furniture became discontinued. From the beginning to the end (the final piece was delivered Saturday), she has been engaged, honest and forthright with information and helpfulness. I have NO complaints about Kristine. I would work with her 100 times over, and highly recommend her for any purchases that you select from Ashley in Shallotte.

Regarding Ashley furniture, I was not impressed with the manager of the store, the warehouse department or delivery. During our purchases, it was clear that that the manager of the store was unaware of how credit scores are calculated. Following purchase, the warehouse employees, one in particular, became very annoyed with me about rescheduling due to a delay in the closure of my home which was out of my control. In fact, the warehouse "gave" one of my pieces to another customer in the meantime of my initial delivery date and the actual delivery date, and when it was time to deliver my furniture, it was magically "gone" and I had to wait for delivery of another piece even though I proactively placed my order over 6 months in advance to prevent this very event from happening. When directly asked about the magically disappearing table, I was told that it was never in stock (which was untrue since it was confirmed two weeks prior that was it in stock in the warehouse waiting delivery) and that according to this employee, the warehouse does not keep a record of where each piece of furniture is delivered!?!?!? Another laughable lie. This same employee, on this phone call, informed me that at 2pm EDT, no supervisors work during this time. Surprisingly, about 15 minutes later, this employee was able to find a supervisor to actually reschedule my delivery of the missing magic table within the week. When delivered, one of the bed panels were damaged. The company was proactive on getting this repaired. The couches would not fit up the stairs and the delivery guys did not bring hoists or any other items to assist in alternate moving methods. During the initial delivery, they scratched my BRAND NEW floors. The scratches were in two sections of the house, and the scratches in the living room were approximately 2 feet in length. The head delivery guy (who is contracted out) took photos of the damage and said he would report it. Guess what, he didn't report it! When I spoke to customer service, they knew about the damaged bed and that the delivery guys left part of the couches in the garage. They had no report of the damaged floors. However, customer service seemed very concerned and have said they are actively working on the problem. It is yet to be determined what the...