Ashley Store — Local services in Terre Haute

My wife and I had ordered a couch and loveseat during the beginning of December. They had given us a date of arrive at the store for pick-up between December 13th-20th; 20th being the latest. I called that week to check on the arrival date, they said the 16th or 17th it would arrive; (I found out later that the delivery truck from central arrives only once a week on Tuesday's) 1st false promise. Multiple calls were then placed to the store between the 16th and the 20th, none of which were even answered. The phone just rang and rang; no answering machine. So, I looked up the 1-800 call center number and got in touch with them and was told that our couch would arrive at the Terre Haute, IN store on Sunday the 20th, "for-sure" available for pick-up on Monday (Truck doesn't arrive until Tuesday, we didn't know this yet).

We proceed to sell our current sectional couch based on this promised information. Awaiting the day our new, more comfortable couch for my 6 months pregnant** wife. Monday rolls around, the store was successfully contacted, and the manager tells my wife and I that the couch has still not arrived, but should be there Tuesday. 2nd false promise. :-) Today is the day. We call once more to confirm that we may pick up our couch. We are informed by the manager that the couch was NOT put on the delivery truck, for unknown reasons, and should be arriving at the store now NEXT Tuesday. 3rd false promise :-( We are now angry for obvious reasons. I pay a personal visit to the store to try and figure out the outcome of this situation, how it could be "fixed," and what an actual end-date will be. For our unacceptable troubles, the sales manager tells me they will try to let me have the floor model today, with option to keep it if we would like. Once our ordered couch actually arrives we could have the option to give the floor model back and take our ordered couch. This sounds like a very acceptable solution to our problem, and I accept. I wait 30 minutes for the Sales Manager to get in contact with what I presume is her District Manager. She comes back out and tells me that her request for this solution has been denied, but, they can offer me a $200 refund off the original purchase amount for our troubles. At this point, I just want to take the floor model home and be done with it.

My wife is 3 months away from giving birth to a new life. She has no furniture to be comfortable in when she gets home from work other than to lay in bed the rest of the night. The worst is the stress this brings upon her, as it is not good for our unborn child. Hopefully this last promise is kept and we'll only have to wait 1 more week. I accepted the $200 off because, what other choice is there? I have heard similar stories from customers purchasing from this store, and I do not recommend such a poor customer service experience for anyone. Oh yea, Merry Christmas to all! Update: we received two automated calls today to confirm that our couch and loveseat would be delivered; we confirmed and then 30 minutes before it was supposed to arrive, the warehouse called and said they need to reschedule because our things were not in their inventory; during this call I look outside to see a third party delivery service pull up. I tell this to them and they are clueless. The delivery service say they have our love seat but not our couch because it was not at the Terre Haute store when they picked up our order. There was a long list shown to us of clients orders that were also not there, at least 10 to 15 others in our situation. Excuse my frankness but this independently owned furniture store needs to get their s* together or close their doors if they cannot do business properly. They still refused to give us the floor model even offering to pay more or relinquish the right to our $200 discount that we had previously...

Here is our experience. We bought bedroom furniture approximately 5 years ago. The initial process was pretty pleasant and easy. We are about to finalize the transaction. Then the sales person brings up what amounts to an extended warranty. As usual I dismissed it immediately because I just feel these types of warranties are a waste of money. However, the salesperson wanted to at least explain how it worked. I will summarize to keep things as short as possible. She explained that it would cover any damage basically for any reason for 5 years and if we do not have a claim in those 5 years we would receive a full refund for the amount of the warranty. Like I said I general don't trust these sort of programs so after directly asking the sales person multiple times and at one point even opening my hand pointing at it and saying in 5 years with no claims I will walk out of here with cash in my hand. I was told yes that is correct. So I thought what is the harm in that. I figured the way they must expect to make money on this program is for someone to submit a claim for a tiny scratch or to simply forget to redeem their refund. However my wife and I are quite cheap so we get home and tape a note to the inside of our cabinet door with the date of purchase and the date 5 years later we will be able to receive our refund. The note becomes a running joke for me and my wife. She claims there is always a catch and me saying yes I agree but they can't lie straight to your face.

Fast forward 5 years later, my wife calls and explains our 5 year warranty is up and we want to redeem our refund. The person on the phone says, yes but it is 5 years from date of pickup not the date of purchase so we have to wait something like another week. Fast forward a week, we go into the store and again explain why we are there. Now THE TRUTH IS REVEALED. it is not a refund, but an in store credit on a purchase of $500 or more. My wife gives me the look of told you so. I regret to say I wasn't very pleasant with the woman explaining the policy to me. So ma'am if you do read this I apologize, but in my defense I don't take being lied to very well. In reflection I realize it was not she who lied to me so I apologize for that.

I have been saying we were directly lied to by one of their sales people, who after 5 years of course no longer works there. I say lie because the way I see it is one of 2 things occurred, either we were directly lied to or the salesperson was ignorant on the policy she was trying to sale. I tend to believe it was a lie. I figured the sales people are being pushed to try and sell as many of these extended warranties as they can. So maybe this was a personal idea of the former salesperson to mislead the customers into thinking it was a true refund or maybe they were subtly encouraged by management to mislead customers. I do not know and never will. Also in fairness the warranty was only $129.99 on what was approximately a $2000 purchase but to me it is the principle of what happened here that matters most. Which in the worst case scenario a salesperson directly lied to us or best case scenario the salesperson was simply ignorant of their own warranty. Either way I strongly encourage anyone considering this store to be careful and should probably steer clear of these warranties and what their salespeople promise. One final tidbit. My sister and brother-in-law made a very similar purchase the very same day and was promised the same cash refund by the same salesperson and after hearing what happened when we tried to redeem our refund has yet to try to redeem hers, but is equally...

Buyer Beware!!! My husband and I were looking for new living room furniture. We had narrowed our search down to Ashley HomeStore and another furniture store in our town. We decided to go with Ashley, and it was the biggest mistake that we ever made! We purchased 3 couches at the end of June. We were suppose to have someone call us to set up delivery, but it never happened. I called a week later and was told they could deliver 1 couch on Friday July 19. I waited all day Friday and never received a call, text, or anything. Finally, I called and was told that there was no delivery even scheduled, and there was no delivery scheduled for any future dates as well. I was beyond upset. I had waited all day for nothing! The woman told me that she would schedule delivery for mid August. She also told me that she would try to find out what had happened and email or call me back. This never happened. I was not happy, but what could we do. My husband and I were on our way back from vacation, and I received a text stating our furniture would be delivered on Friday August 2. I was optimistic and was glad we were going to get it earlier than the lady had mentioned. On Thursday, August 1, I received a phone call stating we would now only receive 1 couch the next day. I was very upset and said this was unacceptable. I called the local store, and I was told that from their end it still stated full delivery. I was told to wait and see because they could possibly all be delivered. When the truck came Friday, only 1 couch was on the truck. Even the delivery drivers were confused as to why. I refused the couch, and said I did not want it until all 3 showed up. It was another wasted day! Later that evening, I received a phone call. I assumed it was their quality control asking to make things right. She said all 3 couches could be delivered to our house the next day on Saturday. How ironic is that? She said that she wanted to work with me to make things right and take a percent off of the total for all our trouble and days we took off waiting for the furniture. I told her I would talk it over with my husband, but I wasn't sure. I didn't call her back because it was late. The next day I was out and received a phone call that they were delivering the furniture. I had no idea they were coming. I had to rush home and prepare. I would not have taken it, but my husband just wanted to get the nightmare over! After delivery our credit card was charged. I tried to call Sharon back (quality control), but I would only receive her voice mail. She would call me back and leave a message when I was working and couldn't answer the phone. I had told her to call after a particular time to talk with her, but she would not. She stopped calling me, and I could never reach her. She never came through with working with us on days missed from work from the delivery nightmare. It was extremely stressful, chaotic, and they were not reliable. They will not follow through once they have your money!!!! Later I learned of other people that had similar issues. If you do not mind waiting for weeks for your furniture, taking time off of work to wait for furniture that does not show up, calls and emails that go unanswered, and promises that are not kept, then by all means buy your furniture from Ashley. I would not want anyone to go through what...