Ashley Store — Local services in Spanish Fort

These locations are independently owned and operated, each with their own arbitrary rules and policies, so let me make it very clear that this review is specifically for my experience with this particular store and the Ashley Furniture call center.

I had two MAJOR problems (with an extremely simple order) that the managers of the call center would not assist me with or make right and they were rude to me on top of it. The Triforce of terrible customer service.

Because the commission based employees here are so quick to take your money while shoveling tons of unnecessary products at you without asking any real qualifying questions, I ended up with a box spring foundation (normally $500+) that didn't work with my bed frame. I was forced to speak with someone from the Ashley Furniture call center because no one at the physical location could be reached. They (rudely) told me that I was not allowed to return this foundation because the delivery team assembled it the day it was delivered, which is part of the normal service they offer, and that by signing for the delivery, I "acknowledged" this. So the complimentary assembly was really just a masked loophole that allows Ashely to deny your returns. Buyer beware.

Despite multiple confirmations, they did not deliver my mattress on time, but brought everything else on the order instead, which left me without a bed to sleep on for nearly a month from the date of order. On the day of delivery, I was told my entire order would be arriving: A couch, a (useless) foundation and my mattress. They only brought the couch and the foundation. No mattress. And the delivery person said this exact same problem happened to a client EARLIER THAT DAY and that it happens often apparently. Massive miscommunication runs rampant between the stores, warehouses and delivery teams (something else the delivery person told me), which leaves the customer confused and frustrated. No one from Ashley Furniture will assist you when this happens. You are literally left on your own to wait and you're at the mercy of the warehouse. Your missing items could arrive in a few days, a week or a month.

To recap, I was left without a bed due to multiple miscommunications and I'm out $250+ because the delivery team assembled a foundation (which I immediately disassembled and did not use) that should have never been sold to me in the first place and the extremely rude/unprofessional managers at the call center used a fine print loophole to deny my simple return. I just spent thousands of dollars with this company and they would not even take a $250 return (on something that probably has a 500% markup) to help the customer after all these issues. Think about that.

In conclusion, I will never be shopping with Ashley Furniture again if this is how they allow their stores to be operated and if I can deter even one single person from buying here, then I'll have gotten my foundation's worth. Avoid this company and watch out for the hidden loopholes. Don't expect any help or professionalism if you do run into problems. They only care about your money, not you.

Edit: I have been asked to contact the store to resolve this issue. Will update review after this follow-up.

Edit 2: Final update. I reached out to the provided contact and it took them over 5 days to get back to me. They said they would refund the box spring, but also deduct a 25% restocking fee from the return. This company is a total joke. I told them that was completely unacceptable for what I'd been through and to their credit, they actually waived the restocking fee, but not without further condescension and a phone call from corporate. Way too much of a hassle for me to EVER deal with this company again in my entire life. Good luck to anyone else who decides...

Do not give any salesperson, manager,or anyone helping you at Ashley ANY of your personal information! Do not fill out anything on their electronic pads. I told them once, twice at least three times, I do not want or can apply for any credit! Is that really difficult to understand? But they used trickery. Thought i was applying for a lease. I would not have gone this way anyway because you will pay two or three times what the furniture cost. So I thought I was applying for a lease. There was no header on the electronic pad. After I finished Wells Fargo popped up! I looked at her. I said "I told you I did not want to apply for any credit! It gets worse! About two weeks later I received two or three letters from other creditors! I never applied to! I was told that they had to apply before I could be referred to their leasing program. Did not sound right to me. It isn't. In fact it's illegal. I was livid. Now I have to get in touch with the credit bureaus to have these hard inquiries off my record. Why? Every time you apply it can drop your credit score! But three applications back to back? Who does that? No one that knows anything about how scores are calculated. So this company cares nothing about you. You can't call the store directly. You call the local number and it rolls over to a number in the sky. You have to make an appointment with the sales person you are told to ask for. Hey this isn't Sotheby's! Also their "sales". A sofa for instance with everyday cost say 499. Then a sale breaks. The sofa is still 499 on sale with a regular price of 550. This company has already been in a lawsuit for these practices. No. It isn't because of tariffs! Their furniture is of average quality. While quality furniture manufacturers in North Carolina going out of business Ashley thrives. I'm going to buy some quality used furniture! But the applying for credit without my knowledge is hideous....

Update- the prior review still stands regarding Rosie, but due to the the last 2 experiences we had with Ashley, I will no longer be a customer. First, we went into the Pensacola store, just looking since our new place was still under renovations, advised the rep we were just looking, but found the perfect livingroom set. The rep tried to upsell to us and convince is to purchase that day but since we didn't have a place to put the furniture, we could not and when we reminded her of that she rudely walked away. Me husband had even told her we would be sure she got the credit for the sale. A couple weeks later we ordered 2 dressers online, were immediately charged for them. 4 days later the charge was dropped from the credit card and a new charge added that was not the whole amount. I called customer service to verify and rep could not find the order, so the rep sent an email request to locate it and the emailed response 24 hours later said I must go to a store to place an order. That would be fine except there is a charge on my card that needs an explanation. I called again, first was told order couldn't be found then was told the item was "with a partner"and was given a phone number - they were closed. I then requested my order to be cancelled but was told again rep couldn't see my order, except the rep verified my order was for 2 items. At this point I am feeling scammed. Rep stated she couldn't cancel my order stating I would have to wait till the "partner" was open to cancel. When requested, I was refused being able to speak with a supervisor twice. We will go somewhere else.

Rosie was great! She helped us find the perfect love seat. We still love it a...