Ashley Store — Local services in Springfield

Put your reading glasses on. Our experience started pleasant & the salesman, Ronnie, was great! He really worked as much as possible to find us a table that we liked. We decided on the Moriville Gray Rectangle Extendable Table. We were having our first Christmas with family in our new place and wanted to make sure it was delivered in time. This is when things started falling apart. First delivery two chairs & the table needed to be replaced due to defects.The delivery guys informed me to call Ashley customer care to have the item(s) returned & replaced.Customer care let me know that was wrong but went ahead with the exchanges. This was after we sent pictures of the defects & customer care & agreed that they were indeed defects.The second delivery which was thankfully before Christmas, had a head delivery guy that was rude. He pulled the new chairs off the truck immediately but was skeptical that the table had a defect. He wanted to see the defect first. When he saw the table he said that it wasn't a defect & was part of the style of table.He mentioned that sometimes the customer gets confused when in fact there is no defect. He mentioned that the small pin hole in the table was on the new table as well. We requested to see the new table to see the defect he was talking about we found nothing of the sort. He didn't give us new leaves but said that they would fit the new table fine as they are all the same. He was very wrong. Christmas dinner came & they did not fit at all. So we spent Christmas dinner with awkward gaps in the table where we had the leaves that didn't fit or the same dye lot.After that we went into the store this time instead of calling customer care. Spoke to Ronnie & he spoke to his manager. We were told that their h&s are mostly tied & I would need to deal with customer care over the phone. They did say that they would credit our account the delivery fee. Ok well that's something.After this I get two calls from customer care letting me know that the table is delayed now due to manufacturer. This delayed the delivery almost a month after.When I received the second call delaying it another week, I asked to speak to a manager/supervisor. I had not received my credit yet & felt I was being jerked around at this point.I was told they were busy & they would call me back. Never received a call from a supervisor. I did receive a call from customer care about a week later setting up delivery of the new table. I was floored. I told her I wanted to speak to a manager immediately which there was no one available after sitting on hold. She told me someone would return my phone call that day. Nothing. Next day someone else called to set up delivery not reading the notes I wanted to speak to a manager. Again I was told that a supervisor would be calling me within 24-48 hours (the last lady I spoke with gave me misinformation that I would receive a call so soon). Again absolutely nothing. I went in to speak with the store manager, Jim Leonard, at the Springfield store. He calmed me down a bit & let me know that is was corporate that dropped the ball & it would be fixed. I was given his card & his personal cell phone to call after delivery. If I found the table unsatisfactory or the delivery guys to be rude I was to call his cell phone immediately while they were there. I could at that time send the whole thing back. A breath of fresh air when the delivery guys were nice like the first delivery experience & the table with new leaves were satisfactory. I left a message on Jim's cell phone letting him know the delivery went well. His next steps were to contact his main contact at corporate to work out the best deal to compensate us for the headache. They were supposed to call us directly to speak with us.Crickets after two weeks. Delivery was February 6th & still not even the delivery fee has been credited to my account.Will update this if I ever get anywhere with Ashley. At this point it better be a great deal to not just send the table & chairs back & never buy from them again.Ashley can choose how this...

Worst shopping experience ever. We ordered a bed frame, tempur pedic bed, and a sectional sofa. The sales staff was friendly and our items were delivered at separate times. Based on the measurement of our living room, the sectional we wanted wouldn't fit based on what was in the showroom. The sales rep suggested we piece it together out of wedges and armless chairs so it would fit based on our dimensions (we've never owned a sectional, so we thought this was reasonable). I asked about the return policy and we were told that we could cancel anytime up to 48 hours before shipping and then enact a return within 72 hours of delivery. Turns out we were told wrong information; once we sign for an item it can longer be returned, only exchanged, per company policy (which I didn't find out until after delivery and speaking to the store manager).

A day or two after we placed our order (Oct 1st), I called to cancel the tempur pedic bed due to budget. Since we financed on the Ashley card they said this wouldn't be an issue, and it wasn't - we weren't charged for the bed.

When the bed frame was delivered it wasn't complete; the factory sent us a California King frame (what we ordered) but with queen sized slats. It took another two weeks to get the correct size slats sent, which meant my wife slept on our old couch while I slept on the floor for 14 days (no sense of urgency or concern from the staff when I presented this scenario to them).

When the sectional sofa was delivered it wasn't a finalized looking sofa since it wasn't modular, which I didn't find out until after delivery (the upholstery on the sides/front of the wedges doesn't match the armless chair). I should mention that the delivery team had very minimal English skills and I found it difficult to communicate with them. Eventually, I wanted them out of my house so I signed for the sofa thinking I could return it. There is more to the story, but ultimately I had to go into the store to talk to the store manager to get a return initialized on the sofa after showing pictures of what this thing looked like - an incomplete sofa. They refunded the amount, however, I found out a month ago that I still had a balance of nearly $1000 on my Ashley card when there shouldn't be. Turns out, the 5-year protection plan ($300) was never refunded, and the original delivery charge of $600 for both the sectional sofa and tempur pedic bed was never readjusted down to just the delivery cost of the sofa.

I've had to follow up with them several times to get this taken care of by calling and going into the store (I live thirty minutes away from the store, so it's highly inconvenient for me to drive in). Just about each time I call something doesn't get resolved, which results in me driving into the store to get things handled. I've been dealing with this since November and it's now February, so this is utterly ridiculous. This has resulted in me accruing interest on the Ashley card charges due to their negligence. This is not a considerate way to do business and definitely does not instill confidence for repeat purchases. The corporate office needs to provide proper training and empower employees to actually take care of their customers so they can have pleasant experiences to come back and make future purchases. There is a trend of store employees not knowing accurate information about policies (I literally had 3 employees tell me drastically different things about the same issue/policy). I will never give Ashley my business again. The smaller furniture stores in the area provide much better service and much better quality furniture.

*Update 2/22/23 - I just got my bill on my Ashley credit card that is due in three weeks and the charges I've been told would be reversed still haven't gone through. This is outrageous. I'm tired of being lied to by the staff who keep saying "We apologize, we'll get it taken care of." If things don't get sorted out soon, my only recourse will be to take them the small...

10/25/2017 1.0 star rating On September 6, 2017 I bought a piece of furniture from Springfield Ashley Furniture Store. To save $150, I chose to pick it up when it came in, which I did. At home while uncrating it we noticed it was damaged. I called customer care the next morning and they suggested to have their repairman come and fix it in one week, September 30th. On Friday the 29th I received a call to say my repair appointment was bumped due to overbooking. After 45 minutes on the phone with 'Customer care' I chose to just exchange it. At that time I was told to exchange it at the store October 12th. I called the morning of October 12th to make sure the exchange came in and was told I was given the wrong date. The new deal was they would exchange it at my house free of a delivery charge on Friday October 20th. On October 20th I found out that Portland did not receive the new one from the manufacturer yet. The new date would be today.

Well the delivery truck came today and I had them unpackage the new one before they brought it in. It also was damaged, with the same trim piece! The delivery person had to get permission from his boss or 'Customer care' to place it back on the truck. I told the delivery men they needed to take the first one also. Then Customer care called me and tried to talk me into a third one. There is no way, I am done. As I was on the phone, the truck pulled away without taking the first one! Customer care said they were not authorized to take the first one. I don't get it as they would had taken it if the second one wasn't damaged. So now the process has to go through the 'refund' department before they can take it back. In this day and age of computers it doesnt take long to get things approved. I have watched customer service go downhill in this country over the last 40 years. This is absolutely the worst customer service I have experienced. In fact I was browsing their store last week for a dining set and no sales person (even the three chatting to each other) acknowledged me and I left after almost 10 minutes. The other issue is the quality control of the manufacterer. Both pieces were packaged strong and secure. Clearly both pieces were not inspected properly. If I were Ashley Furniture I would not purchase from that manufacturer anymore. Ashley Furniture just lost a lot of business! Do not do business with Ashley Furniture. 10/30/2017 Now the rest of the story....i received a call telling me the return people could pick up the first coffee table today Oct 30th between 530pm and 830pm. I accepted. Today at work they called me to pick it up early but I refused as I told them I would not be home till 5pm. I got home at 455pm and discovered they had picked up the empty box that was on my porch! I called and the operator said they had changed the pick up window to 430pm and 730pm without calling me! The operator told me the pick up guy was at my house at 447pm, 8 minutes before I arrived home! What is wrong with their communication? The operator told me he would see if someone could come to my house still this evening and he would call me back. Well 2.5 hrs later a recording called and informed me of another day and time for pick up, which won't work out for me. I called to reschedule and I hope they come then and get this headache out of my house. Never will I ever step foot in their store again. The poorest customer service I have ever experienced. Do not, I repeat do not shop at Ashley Furniture...