Ashley Store + Outlet — Local services in Springdale

Really disappointed with the service given by Ashley this time around. I've been a loyal customer for almost 6 years now and never seen something like this. I ordered a bed back in November and they assured me it would be delivered at the earliest, late December, or at most, sometime mid- January. The end of January roles around and they are a no show, so we call them up and ask them when we should expect our delivery. They said it would be pushed back to late February and we shrugged it off because of all the delays with Covid. Then the end of February comes around and they still aren't here with the bed, we give them another call and they have the same story, they delayed it to March. At least this time they were truthful about it unlike the previous month. We picked our delivery date and they came to our house with the right bed, at least. The people who came to set up however did NOT know how to put the bed together in the slightest...they got the headboard to stand upright and that's about it. They ruined the railings and the footrest in the front of the bed by drilling screws through holes that didn't even have any exits...ripping right through the wood and damaging the piece. Not only did they do it once, they did it FOUR TIMES. One would think they did something wrong after damaging the piece once. Now I've got an unfinished bed frame just sitting in my room in complete disarray, and they didn't even say sorry for damaging the piece in the first place. They called up their people and told us we would be getting a call within the hour regarding a replacement piece for the bed and then just left. We never got the call and we eventually had to make the call ourselves to get any information. The lady on the phone told us that it would take an additional 2 MONTHS to get a replacement piece to my home and told me it couldn't be any earlier and she couldn't do anything else about it. The people they sent were definitely not qualified to put the bed together and I'm really upset that I'm getting penalized an extra 2 months because of THEIR incompetence. And there's no telling if they'll even honor their replacement delivery date of 2 months from now. Overall really dissatisfied with Ashley this time around and most likely won't be ordering from them any time soon.

Edit as of 5/27/2021: It has been almost 3 months since I had a call with the employee at Ashley and I still don't have my replacement bed. About a month ago I went to the store itself to talk with the manager and try to get things worked out and she said she would contact me via email an hour after we visited...no reply. I even verified my email with her to make sure there wasn't a miscommunication and she never got back with me. A few weeks after that, I called the store again and the employee who picked up told me that all the parts would be available sometime around May 22nd, sometime before, or sometime after. He also told me that he would give an update when the 22nd came up, or if it came before, whichever came first. No call back. They ended up sending an automated text message prompting us to either reply if we wanted some of the replacement pieces, or not reply if we wanted to wait even longer so we could get the whole bed. It's ridiculous that I ordered this bed back in November, and it's been more than half a calendar year, and I still don't have a fully functional piece. Nobody at the store knows how to keep their word, from the first delivery people that broke the piece, to the lady I talked to over the phone on the day they broke it, to the manager at the store, to the guy I talked to a month ago; all I got was an automated text. Not sure how many more weeks/months I'm going to have to wait till I can get a working bed but Ashely HomeStore needs to get their act together. They can't keep blaming "manufacturing delays" for everything- customer service needs a major upgrade and the manager should be aware of that herself. I can confidently say I'm never going to be buying from here anymore, too many "sorrys" and...

**Spoiler alert: Jeff did NOT get the delivery date changed, he called me to tell me he’d take care of it and it would be delivered on the 20th, just called and their system still shows October 3rd. DO NOT SHOP HERE! Or at least, avoid Jeff Beach like the plague.

Brenda the manager is a delight and helped clean up Jeff’s mess.

I went in last week to buy a trundle bed for my son because he needs a bigger bed and we have company coming this weekend and needed the trundle for my son’s guest. I worked with Jeff Beach (taller, older gentleman who is bald), he talked a lot but was helpful. He did at one point ask if I needed to talk to my husband and when I said no he replied, “good for you.” I should have walked away then.

Jeff then “price matched” the items across the country (which I’m sure was his salesy way of making me think he’s working me a deal) after I chose one of three options available in the showroom. I said I’d buy that day if he could guarantee I’d have the furniture by the 20th. He promised I would, he checked and promised again I’d have the bed but not the bookshelf. Not a problem! Perfect! Jeff told me to call him Monday to confirm delivery/assembly.

I called yesterday at 11:30 (he told me he gets in at 11) and the store line went to voicemail. I called again in the afternoon, voicemail again. I called back and got through, asked for Jeff then was placed on hold for over 10 minutes. Called back, same thing. I called back first thing today and Jeff gets in at 12:30 so I call at 12:32, got Jeff! Then Jeff informed me the footboard of the bed was in Wisconsin and I couldn’t get my bed until 10/3, 13 days later than he promised. I asked to cancel and wanted an email confirming it was cancelled. He rambled on with excuses and how it was out of his control, he needed to print something and have the floor manager sign the cancellation, I said I’d wait. He rambled on more about his shift going to 9pm tonight and a meeting he needed to run to. He apologized saying “I’m am sorry about...” and hesitated for a second and said “lying?” And he got very rude (I guess I understand why, most people don’t like to be called out when they have lied to you). I said “I mean you promised me by the 20th.” He said he was out of paper and couldn’t print the form and I said “it’s fine I can wait” to which he tartly replied, “What are you waiting for?” And I explained the manager to cancel and Jeff, again very rudely, replied “I’ll email it to you.” So I hung up.

Here’s my problem, he knew full well I wouldn’t have purchased the set (a full bed, trundle, bookshelf, chest/dresser, full mattress, and cover) without the promise of the 20th. However he lied to close the sale and didn’t care about how this would effect my life. That my friends is a horrible, slimey, skeezebag of a salesperson. He clearly had sales numbers he needed to meet last week, and hoped it would all work out and I wouldn’t cancel if something got delayed. Well jokes on Jeff, I’m going to be telling my story to as many online review sites as I can find so no one gets swindled by Jeff at Ashley again.

Oh! Fun fact! He at no point last week asked to verify my address so I’m hoping it would have been verified at some point but all of the paperwork had our address from 7 years ago....so again, do not work with Jeff Beach! He does not actually care about making it right, he cares about making the sale.

*update: Jeff just called and apparently there is a footboard available and he’s now able to get my delivery on the 20th. I’m guessing the manager is the one who found this solution and Jeff is taking credit. Otherwise, why would he have not thought to look for another footboard and taken my request to cancel so easily just 20 minutes ago? So thanks to the person who actually is getting me the bed I need on the time Jeff...

Very disappointed with our experience so far from Ashely Furniture. My wife and I purchased a complete bedroom set on November 28, 2020 and the sales associate informed us multiple times that "Ashley Furniture is one of the largest furniture manufactures in the United States and that allows us to have quicker delivery times compared to the competition.". We completed the sale and were given an estimated delivery date of December 24, 2020 and told if that date becomes pushed out we would be contacted by Ashley Customer Service and given updated information on a new delivery date.

Well, December came and went and we received no call, email, or text regarding an updated delivery date. I called customer service in January 2021and was told our order was being held as all items were in stock but one so they were waiting until that piece was in stock then we would be contacted. I said I had no problem with that, I just wish we would have received some form of notification with an update on the status.

I was finally contacted near the end of February by an automated system saying all our items would be delivered March 4th 2021 (97 days since we first placed the order in November). Finally we thought.....well hold on, don't get too excited.

March 4th, the delivery truck finally shows up (on time with respect to what their delivery system said so I will give them credit for that) and the delivery driver greeted me and said they would begin unloading the furniture and placing it in our bedroom. The first box they open up was our headboard and....its broken. Driver informed me that the best thing to do would be to refuse the entire delivery as that would put our re-delivery at a higher priority so we receive our items sooner. I agreed and he said a customer service specialist would be contacting me by the end of the day to review why delivery was refused and work with us to get new headboard and new delivery date....Guess what? Never received a call.

I tried calling customer service twice on March 5th only to be on hold for 35mins (each time) before I had to hang-up due to other work obligations. I finally get an automated call today (March 6th) stating "Your order is ready for delivery, press X now to speak with a delivery specialist". I do and IT TAKES ME TO THE MAIN MENU OF THE CUSTOMER SERVICE LINE, NOT EVEN A REAL PERSON. I go through the menu again trying to speak to a real person ONLY TO BE DISCONNECTED AFTER WAITING ON HOLD FOR 1HR AND 32 SECONDS.

I have now called back and I'm still on hold as I type this review now (currently sitting at 34minutes and 48 seconds)

EDIT: I finally was able to speak to someone after being on hold for 1hr 3mins and 26 seconds. I now have a new delivery date of March 12th 2021 and customer specialist confirmed twice that the delivery will include a new headboard.

EDIT #2: Our new delivery just showed up and headboard is broken again. I don't know if this is the same one from last time or not but the box was falling apart and pieces sticking...