Ashley Store — Local services in Spring Valley

Update 6/18 - It’s been 2 weeks since our purchase and Ashley’s still hasn’t ordered the missing screws. Their lack of customer service results in an endless waiting of 48 hours, 72 hours and 7-10 business days. They don’t do returns so they won’t exchange my sofa and all they will tell me is to wait. Unbelievable.

1. [No] Help on Sales Floor- It took about 30 minutes before we could find a salesperson to help us. We had a couple of questions, but were essentially ready to purchase. Everyone upstairs was already with a client and the man downstairs directed us up when we said what we were looking for. Not that big of a deal if that was the end of this experience.

2. False Advertising- There was an issue creating the order and another salesperson had to assist. Again, not a big deal. They asked how many months we wanted to finance and I asked about the signs around the store (on every product) that said 0% for 60 months. They said that was only for purchases over $4999, however none of the signs on the product state those terms. I didn’t see a single side that said that, but financing wasn’t an issue. I was showing someone the sofa I purchased and it’s priced online at $799 but in store at $1099. WHAT?? I didn’t see this until after I left, but I’ve never dealt with such a blatantly dishonest company.

3. Delivery- They had a delivery date about 3 days away, which is what I needed. However, when I asked for the time they couldn’t give me a window. I couldn’t take the delivery past a certain time, so I asked for another date which was over a week out. I said nevermind because we needed it sooner. We ended up using a third party they recommended to get our sofa delivered.

4. Return Policy- There is none! I asked what happens if there’s an issue with the order, the delivery, the sofa doesn’t fit, etc and the salesperson told me we could refuse the delivery or report damage within 72 hours otherwise the sofa is final sale. Honestly, I should’ve walked away here.

5. Customer Service- The third party called me to let me know he was waiting for my order. He said they couldn’t find the order, so after 2 and a half hours of him waiting, they brought it out. As soon as they opened the package in our house, we noticed the screws to attach the legs are missing. There are 2 numbers on the email for my order, one of which is for warranty claims. I don’t have a warranty claim as I just purchased the sofa and it came with missing parts. The phone agent told me I will have to file a claim via text message (can’t do it over the phone??) and they would send me screws in 7-10 business days. She said there’s nothing she could do since Ashley’s didn’t deliver it although the issue would still stand if I picked this up myself. Literally missing 8 screws on a $1300 purchase and after 3 attempts at reaching someone for customer service, I will be contacted within 2 days for a resolution. Meanwhile, my sofa sleeper won’t close because it’s not high enough from the ground. I asked to speak with a manager about the dishonesty and issues faced when purchasing from Ashley’s (which I will never do again and strongly advise others to save the headache), I was told my information would be forwarded so a supervisor...

We PAID Ashley to deliver and assemble our new furniture. From day one, one of the chairs was off. After 2 weeks, it was terrible. My husband unscrewed the caster and it was completely and totally bent, so either it was faulty to begin with and they chose to ignore it and assemble it anyway, or they assembled it incorrectly causing the part the fail. Either way it was their fault. When we contacted them about it (which is an entirely different post dealing with their absolute abysmal customer service- I will refrain from sharing here) they said they would swap it out. After 20 automated texts and emails from their stupid chat bot, the delivery came with the replacement chair, except it was the WRONG chair. They reschedule the delivery through the stupid chat bot again with 20 more texts and emails confirming the correct item to be delivered. Second delivery attempt comes and it is the wrong chair again!!! This back-and-forth and rescheduling deliveries has gone on for two weeks. I am DONE at this point. Fool me once shame on you. Fool me twice…. I asked Ashley to just take the damaged chair with them and I just want a refund. I am sick of working with them. How many chances do they need? Scheduling a THIRD delivery would be their 4th strike. First strike was the initial broken chair, then two failed delivery attempts and then trying a third delivery - absolutely not. Unacceptable. I call (again customer service is terrible, but they don’t allow you to speak to anyone locally) and ask for a refund and to just take the broken chair with them. They refused. They said all sales are final and they just need to schedule another delivery. Are you kidding me?...

I went to the store for the soft opening and purchased a couch. At the time of purchase, they stated the first time they ran my card, it did not go through and they would need to run my card a second time. I showed them the pending charge I already had on my account from the store. They stated the charge would"fall off" in a couple days and they would text me a link to pay. A few days later, the pending charge was fully processed on my account. I attempted to call the store back but there was no phone number online to reach them and the other Henderson location did not have their number either when I asked them. I was transferred to the 800 customer service line. The agent stated everything was ok and confirmed my delivery with me via phone and gave me my delivery instructions. A couple days before my supposed delivery, I received no information so I called the 800 number again. This time, a different agent states to me they are not sure why my delivery was confirmed because I still have the entire balance due on the couch. I then had to drive 30 minutes back to the store I purchased from to show them in person that I paid for the couch. They informed me this happened to other people as well and attributed it to the first day opening issues. They stated they should have the issue resolved in 1-3 days. Today is day 3 and there is no confirmation of a delivery or my payment. I now have the phone number to the store but I called 4 different times throughout the day and the phone was never answered. I have now paid $2,000 for a couch almost 2 weeks ago with nothing to show for it and no answers, and have to dispute this charge on my...