Ashley — Local services in St. Cloud

*Update Ashley furniture called me back and is willing to send out a technician free to diagnose what's wrong with the items and try to fix them. If they are unable to fix, they said they will do a full refund. The sales rep who screwed us over on our order was also let go so that says something. Great customer service from Ashley in trying to make things right on their end!

Horrible first time buying experience... My girlfriend and I came into Ashley a few weeks ago to look at getting a new couch and love-seat for our place so we had more seating. Upon entering they had great president day sales. We were greeted by John L who then showed us around to some great options. After finding the Laney Black leather power reclining couch and love-seat set we instantly fell in love. It was on clearance and John even got us a little better discount than the price they had it marked down to.

During the checkout process I asked John and have 2 witnesses to confirm, that I asked him "we will be getting new models correct not the one's we're sitting on right now?" I made sure to ask because the floor model had plastic tags sticking out of the side and taking those out would almost surely end up with ripping of the leather. John told us "Yes, you'll be getting brand-new ones I'll make sure of it."

Well our couch and love-seat were finally delivered today about a week and a half later. The movers were super friendly and gentle with the furniture as I observed them bringing it in and into the exact location required in the house. After they put the couch and love-seat back together they had me test them.

This is when We found out that the left side of the couch mechanical headrest was broken. you push the button & can hear the mechanics trying to work but its defective and doesn't move like the other side.

Then upon testing out the love-seat, when pressing the lighting button on the cup-holder that activates the ring light on the cup-holder and the led strip beneath the furniture that's when I also discovered that the led light strip was broken/defective on this unit not to mention all the fingerprints and smudges all over this supposedly new furniture. This is when I realized we were sent the floor models we sat on in-store and not new ones as promised by our sales rep!! I know this because those same exact plastic tags are on it from the old price tag that was on it in-store..

Being a social media influencer with over 150k followers between my platforms, I expect brands to do right by me and in return I'll gladly promote and recommend them. However in this case I am EXTREMELY disappointed in the sales rep and this is the result of him trying to make a quick sale by telling people whatever they want to hear to close the sale so he can make his commission.

Someone better...

We purchased our living room set from Ashley Furniture Mart in May. The first time I went into the store I just wanted to look. There was an older lady who helped me find what I was looking for. The next time I went into the store a man greeted me and was more than willing to help me find a recliner for my husband that matched our couches. He was walking back to the recliners when the first lady ripped the pillow out of his arms and said "this is my returning customer". It was awkward, unprofessional, and uncomfortable for everyone. I decided to go through with purchase bc I received a 30 percent discount through through my place of employment. We used a heloc check and didn't have any issues with them excepting that type of payment. The second time my husband and I went into the store, a newer younger girl helped us find some diningroom chairs. She said they would be ready to be picked up on Friday, never mentioned anything about a phone call. I used the heloc account to pay in full. I wanted them in before that weekend bc my in-laws were coming from out of state. Saturday my husband borrowed a truck, drove an hour to pick them up, only to find out they weren't there. She said "did you receive a phone call saying they were here". He said, "No, Brittany said they would be here Friday." She said they will be here Tuesday. I received a call Monday evening saying they were in and ready to be picked up, no one mentioned anything about the payment not going through. I sent my sister to pick up two chairs and I was going to pick up the others after work. My sister called and said the payment didn't go through. I don't understand why they didn't get back to me sooner saying the payment didn't go through...at that point I had written the check out 9 days ago. I called my bank and they said the funds were there. So I called Ashley furniture and the lady was rude saying she didn't know why the payment didn't go through. I asked to speak to the person that declined the check and she said "well she is at the corporate office". I asked for the name and number so I could try and figure out what went wrong. She didn't give me her name or number but offered to give her my information. The same lady then called back and said they have a big sign under the computer saying not to except heloc checks as a form of payment which was weird since they excepted that type of payment in May. I asked why that was and she didn't know why. At that point I was upset and frustrated and told her to cancel my order and I would take my...

Bait and switch. I was shopping back Friday deals in person. They had a $649 couch marked down to $599. I also liked a 799 unit with chaise but another store in town had a similar couch for 699 so I slept on it and did more research online. I even taped out the designs on my living room floor and decided the $599 fit the room the best. I then noticed online that it was further discounted to $419. this made it a no brainer. I hurried to Ashley after work and found the price was still $599 so I asked if they could match online. The sales person said they would check with the manager. Came back and said they could. We began the sale, she took my phone number email etc. Manager comes up right before payment and says he will only sell it to me if i buy the love seat with it. But there are plenty of bargin couches under $400 upstairs.

neither online nor their own signs on two separate days said it was a bundle deal. he had already agreed to sell it and then pulled out after collecting my info.

I intend to report this to the BBB as false advertising and bait and switch. The insult to injury was him suggesting that i couldn't afford/need a cheapy. I'm about a year away from %20 percent down on a 300k house in my savings. I could buy probably 3x of anything in that fraud house in cash right now. Manager clearly didn't ask some pertinent questions to the sales rep. they could have had the $799 sale with even a little suggestion let alone $40 off for having mislead me on price of another unit on two separate days.

bait and switch, utter crap experience. I then had an aunt i was going to visit die the day I spent finding what should have been done the day before. I guarantee when i buy a house i will hit up the anywhere else to furnish it. Store down the road got my $600 for an even nicer model than Ashley had. They missed two sales, unintentionally contributed to an emotional trauma and definitely lost a customer for life.

how hard is it to either change your signs in 48 hours and two separate visits? not agree to the match then pull out? or to talk to your sales rep about what your customer was actually interested in? They showed me a price they had no intent to honor. Then agreed to a lower price only to pull out and say you cant have it at all unless you pay more than either price because we should have changed the sign. Well, you should probably be paying me the hourly equivalent of my salary for the two hours you misled me if talking to someone paid by you doesn't equal learning what the product...