Ashley Store — Local services in Shiloh

This review was written with many dates: 01/30/2019 FINAL UPDATE: The bed I ordered on November 15th, 2018 finally arrived, though after the date promised (01/23/19) I still had to make contact with the local store to find out status. The bed was delivered on the 26th and the poor delivery men were not even informed that the side rails had been delivered back in November; this is par for the course as far as Ashley is concerned. The company typically let the delivery people get the brunt of the customer's surprise/anger about non-delivery of items. 12/27/18 * And one week ago an email was sent to the escalation department and no one responded. Tomorrow is the fourth delivery for chairs since purchase.* Original review: I purchased a table, six chairs, a king bed frame (headboard, foot board and side rails, which at the time of purchase were on back order until mid-January; I was good with that) and mattress set on 11/15/2018. I was told I could have table and chairs and mattress delivered on 11/24. On 11/23 was called by Ashley's Guest Relations Team (GRT) telling me that the table could not be delivered as it was on back order. I told them to just deliver the bed and hold the chairs until the table was available. On 11/24, the mattress and box springs were delivered as well as two chairs. After delivery I noticed that one chair had a shorter leg. On 11/26 I went into the store to find out what happened to my merchandise and ask when I could expect to see the table and chairs, also that I needed them to bring five chairs and take the defective chair, Maria and Nicole took notes and “spoke to a manager” and promised I would be called. And I was a day later and a delivery date for the table and chairs was set for 11/30. I have an email from GRT as well telling me I was getting the table and chairs. On 11/30 a delivery truck brought a table, no chairs and the bed rails. The chairs were not available from manufacturer. Since that time I’ve spoken (more then a few times) to Tyra at the local store, Andretta at GRT (12/1) and now Sharon in the escalation department and have received totally contradictory statements about when the chairs would be available (the chairs are in STL but can’t be delivered until 12/12, the chairs are in Memphis but can be delivered 12/6, the chairs aren’t available at all until after 12/25) So now supposedly one department is trying to see how soon they can get the chairs on a delivery truck and another is contacting the manufacturer to see when they might be ready; which took me to the Better Business Bureau. Ashley’s escalation dept says “all furniture is sold at manufacture’s availability” but I was only told that bed was on back order, why would I buy something that I had no idea when it would be available. Neither the salesperson, Nicole, nor the manager, Brandon, or the customer service clerk, Maria, who checked me out told me this. Ashley Furniture told me and BBB that I would have my chairs on 12/19/2018. On 12/17/2018 the GRT called to say the chairs were on “Manufacturer’s Delay”, shortly after that call I received an email from Ashley about a delivery window on 12/19/2018. At this point I call Ashley’s escalation and leave a voicemail, I try to call the store but the recording only tells me what their hours are; I send an email to the escalation department. I wait for Wednesday to see what will happen (no one returns my call or responds to me email). My calendar notes the date as “Chair Delivery Fantasy”, today (December 19) one chair was brought to my house to replace the defective chair (the defective chair that was delivered 11/24/18). One chair only. I call Tyra at Ashley, after nearly 15 minutes on hold I express my frustration, with the process, with the delays, the misinformation. Tyra tells me that she can schedule a delivery of 4 chairs on December 28th. Why am I writing this before I have all my order? To use as a place holder, to warn others, to vent. This review will be continued. (Lonely table,...

This review reflects my experience with the company rather than the specific store where I made my purchase.

Approximately a year ago, I visited an Ashley Furniture location to purchase a couch. I was looking for a moderately priced item, not necessarily high-end, but I wanted something of reasonable quality. I found a satisfactory couch at a fair price and made the purchase. Unfortunately, that is where the positive experience ended.

When the couch was delivered, I discovered a defect in one of the footrests. I promptly contacted Ashley Furniture, and they assured me that they would send a replacement part and schedule a repair. However, this was not the case.

While I did receive the part, I had to wait two weeks for a call to schedule the repair. This began a pattern of misinformation from Ashley Furniture. When I followed up on the repair status, I was informed I needed to call a different number to arrange the service. I believe it is the responsibility of the representative to handle such arrangements, not the customer.

I eventually spoke with a supervisor and presented two options: either receive a replacement couch with the defective one taken away at no charge, or a full refund. I opted for the replacement, which was successfully delivered.

However, the new couch presented the same issue with the footrest. I was using it normally, and yet it became defective once again. At this point, I needed to rely on the limited one-year warranty. I contacted an Ashley representative about filing a claim, and they indicated that it would be no problem.

I was transferred to another representative who assisted me in starting the claim. They provided instructions for submitting photos of the couch to address the issue. However, the process became complicated when they requested the "model number" of the couch. Despite my thorough search for this number, I was unable to locate it, even after providing several images that I believed might be relevant.

After reaching out to the warranty department for clarification, I was directed on where to find the model number but was told that the number I provided was incorrect. They advised that I needed the model number to proceed with the warranty claim, and without it, they could not assist me.

Ultimately, this experience has left me feeling severely dissatisfied. A year later, I still have a defective couch with no remedy, as my warranty has expired. Neither Ashley Furniture nor the warranty company has provided a satisfactory solution. Unfortunately, my overall experience does not warrant a positive rating, and if possible, I would assign a half-star.

Based on my experience, I would advise against purchasing from Ashley Furniture. I will not consider buying from them again due to the perceived quality of their products and their lack of commitment to delivering a positive...

My experience with Ashley was pretty terrible from start to finish. We walked in there to view furniture when usually we buy everything online. Walking in you get the classic overly annoying salesman who won’t leave you alone. The worst part about that was we asked him ONE singular question. A price question that he didn’t know, and didn’t try to find an answer to. We ordered and payed up front, didn’t finance. Went home and waited for delivery day. Only to be called and told this same salesman didn’t have us sign all of the paperwork so we had to go in again to make sure our order would be processed. Delivery day comes, they arrive 45 minutes early at 7:30 am. We were told after 8:15. So with the early morning surprise we didn’t have a chance to fully inspect everything before they unloaded and left. We ordered a table and chairs set as well as A book shelf and entertainment center. The only thing that is fine, is the book shelf. Three of the four chairs have uneven legs and rock. I can put my flat hand under one of the legs it’s so bad. The entertainment center has four doors, the two center doors absolutely will not stay closed. I’m now using a hair tie to keep my brand new expensive furniture from popping open exposing everything inside.

We called immediately. The woman on the phone Acted like the only option they have is to repair the furniture. Repair brand new furniture we haven’t even used yet. That we paid full price for. We immediately demanded a refund and they take it back to which she told us, but since the delivery guys were already gone she said would take care of this and everything will get taken care of on Monday. We wanted to return this and the woman intentionally postponed us. We didn’t know at the time, but you can only return within 48 hours which she intentionally made it so we no longer could do so. And now we’re stuck!!! Her promise of taking care of us was again, offering for someone to repair it. To come into my home, take the furniture apart and put it back together hoping that will fix the issue. One of the cushions on the chairs is lopsided, can’t fix that just taking it apart. So I get to spend another full day taking care of this. Just to know it won’t fully be taken care of.

I am so mad. I feel like I got robbed. We had better luck when we bought Ashley couches from national rent to own. We thought we were going to a nicer place. I THOUGHT we were buying nice furniture. I should have bought amazon or Walmart and gotten similar dysfunctional furniture for a fraction of the cost combined with a slight amount of actual customer care. We even paid for delivery on top of the furniture.

The biggest flaw all in all is their absolute lack of customer appreciation. Once they have your money, you don’t matter. We’ve even talked to corporate. I...