Ashley Store — Local services in Silverdale

As a Ashley customer, I will not purchase nor recommend their services to any other person who may be need of procuring furniture.

The bed frame was finally delivered after 10 months. We asked the delivery to come after 3 PM, 3 different occasions. The delivery came at 1:20 (at least they called ahead of time- even though that was not the desired time agreed upon by both delivery service and the customer) and that was after being 1/2 an hour late.

As far as customer communications - We had to physically go in to check the status of our order over the duration of the past 10 months (we went in about 4 times with receipt in hand). Only once, have we received a call about our order status- and that was a result of my own efforts because I previously contacted them to tell them that they need better communication with their customers- instead of having their customers physically reach out to them on numerous occasions to determine order status. Luckily, they reached out to us telling us our order was ready.

On one occasion, while I was in their store, asking for them to send me an order update in the future, there was another customer expressing the exact same concern.

It is not the product that warrants a one star review, nor is it the long lead time. I understand inventory and the supply chain are a concern for a lot of companies in the industry. That's not what warrants a review.

It is simply for the lack of transparency and accessibility for your customers. Is it really that hard to call up your customer on a once a month basis to describe the order status? After you had failed to deliver months past the quoted date, which mind you was THREE WEEKS after purchase?

new appended review

Lo and behold we deconstructed our bed frame to move and were disappointed in what we found. They used a torque bit for installation which stripped most of the bolts, in addition to not having 6 bolts (missing entirely from the frame).

We went into the silverdale location where we had bought the frame. They wrote down that we needed them to order new bolts after they denied refunding our delivery fee of 200 dollars for complete garbage of installation.

Hopeful, we waited to hear back from them. No response. Three weeks later I called the office and they said they had our note but it was never processed and that this issue was out of their control. They gave me a corporate number to call- which I have given up on after such horrific service.

Now we are left with a bed frame and stripped/missing bolts that Ashley will not compensate us for. Mind you, bolts are inexpensive but it just shows how devalued the customer is and a great lack of accountability on their part to fulfill basic customer needs.

new appended review

We went to the Ashley furniture in Bozeman, MT and described to them our situation. They gladly ordered the bolts on the house to redeem such a horrible experience. They were kind and considerate- something entirely lacking of the Silverdale staff. I guess not all Ashley furniture stores are bad- but will never recommend this...

Post as of 1/4/2025, when we switched it from 5 stars to 3 stars: "Joe was a great help." That was the original post. He and the ordering process on the day after Thanksgiving still deserves 5 stars and that comment.

We were disappointed though that our December 24th delivery was rescheduled twice on us. The first time it was changed to the 27th, then it was rescheduled to January 3rd. My mom had ordered the chair to help with lifting my grandma because of how hard it is on my mom's body and to make it more comfortable for my grandma.

We had originally seen the chair in the showroom on October 9th and had taken a picture of both color options, we used the pictures the day after Thanksgiving to order the darker color option (steel) since they no longer had it on the showroom floor. But they must have different lighting at Ashley's since the color is even darker than the picture we took. So a person should be aware that the color it actually appears when you get it may be different depending on what lighting you have at home.

The other disappointing thing was that when I checked the website on Jan 2nd and looked up the item that we were still waiting for, we saw that it had dropped to $699.99 dollars and not the $999.99 original price that it was the day after Thanksgiving when we ordered it. When we purchased it, they did give $100 off the chair (making it 899.99) because of the sale that was going on and they had a deal that with the $99.99 warranty she purchased that the delivery would be free. So it came up to 1,091.98 after tax. My mom thinks it would be nice if they would offer a price adjustment since now not only is the base price lower but the warranty is now only $79.99 and the price change happened before it was even delivered, though I don't think the delivery would be free with that warranty. I agree it would be nice if they would price adjust."

Update, 1/8/2025. We went to Ashley's in Silverdale today and the nice lady at the desk looked into it and did the paperwork for doing a price adjustment for my Mom. She sent in the request for us and she is going to contact us when it goes through and said we'd be reimbursed the price adjustment. We're just waiting now. Not sure how long it will take. But my mom and I were thankful for her help.

Update 3/5/2025. It went past the time the check was supposed to come so on 2/14/2025 we went to Ashley's to ask about it, but the lady who handled it was out but they took a message for her from us. On 2/17/2025, the lady called us and let us know that the people handling the check hadn't even processed it when they said they had but it was processed that day and it would be mailed the next day and to give it 10 days in the mail. We thanked her for her help and on 2/21/2025 the check arrived. We are happy it is finally taken care of. The kind lady earned the five stars back...

We had the worst experience with this store. We bought a $1500 bed for our son's 8th birthday. He was so excited that he got to pick it out himself. We were extra delighted when we found out it would be delivered the day before his birthday. Fast forward to that day, bed is delivered and put together but the roll board is missing! This is the piece that holds the mattress up, and HAS to be there in order to put a mattress on it. My husband called the Ashley Customer Care line and was told that they cannot send just the roll board, that they would need to do a like-for-like replacement. They would come and bring a whole new bed package. And it would take a week. Fast forward again to this morning. Delivery drivers show up to "replace" the bed with the new one. Except, that wasn't their instruction. They were there to simply pick up the bed from us. I called Customer Care once again. This lady was helpful and said that the roll board is a completely different billable SKU that the local store (Silverdale) sales person did not include in our order. We had NOT been told that. Obviously if we had, we would have ordered it immediately. After all of this, the Customer Care offers a $50 in store credit to cover the cost of the roll board. I was told I would need to go to the local store to have it keyed in and ordered. I went down to the store today, with my infant daughter, to do this. Completely inconvenient. I spoke with the Sales Manager/supervisor Ray. He looked in their system and said the quickest they could get the roll board would be two weeks! TWO WEEKS! I even told him I would be willing to take the roll board from the floor model. That offer was declined by Ashley Furniture. They would not give me the board from the floor model. So I had resigned to ordering a new one and waiting the two+ weeks it will take for their delivery. They ring it up and then tell me that I owe an additional $5!!!! SERIOUSLY! This store doesn't care that this was THEIR mistake. That my son has now waited over a week to enjoy his birthday present. We have spent at least $10k in this store. But we will not spend another penny there. This store has lost our business. I recommend going to any other furniture store. Pay more for better quality and better customer service. It is shameful that I had to pay anything for their mistake. And to top it all off, they were unapologetic and didn't seem to care. Do not buy furniture from here unless you are ok with terrible...