Ashley Store — Local services in Town of Polk

This has got to be one of the worst companies I have ever dealt with. My wife and I purchased a sectional couch set and a recliner with the extra lifetime warranty Memorial day weekend from this store. They sent us a message telling us it was going to be delivered June 26th. We looked at the weather and noticed it was going to rain so we asked if they could either put everything under the covered front porch or in the garage and gave them the garage code which we informed them of and they said they would make a note for the delivery team. When I got home from work I found out the furniture was in the driveway getting rained on in VERY heavy rain for 4 hours! Took pictures of where everything was, pulled everything into the garage and took more pictures. One section of the couch which had an open spot which was pointed to the sky and the couch was wet. Emailed them about what happened and sent all of the pictures. They asked for more pictures which we sent. We waited a week with no reply until we emailed them again, they wanted more pictures, we sent them. Went another week with no reply, once again emailed them and they asked for more pictures. I called them and talked to Sydney, who was insanely rude and smug, they were saying they still needed more pictures, I told them we already sent all the pictures you could've needed and we want this resolved. Over the course of multiple phone calls I was then told they need to send a tech out to inspect and it would be over a month away, I said no this has already been going on for weeks it is their fault and we want a not-rained on couch like we paid for. They sent a tech out 4 weeks after the couch was delivered and the tech looked at it, said it wasn't wet, and they basically told us it wasn't wet so they weren't going to do anything. Called and talked with Amanda and explained everything and she said she would talk with someone else and we will schedule a time to call again. She texted me saying she was talking with another person, through text we scheduled another call, called again and she told me the couch I purchased and got delivered a month ago at that point was discontinued so they couldn't do anything about it. I told her this was not an acceptable answer and if they couldn't do anything about it then what was the point of us paying extra for the lifetime warranty. She called back later saying they could send all the materials to our house to rebuild and reupholster the section. I told her I would talk with my wife and call her back. I then got a text saying they accepted the part order. I tried texting back to ask what she meant by that and to make further plans and no reply. I sent multiple texts from Friday July 25, 30, Aug 1,8 and still no reply tried calling multiple times and nothing all the while, getting random couch pieces in the mail we never agreed to. They had a guy come out to do the work on the section and turns out they ordered the wrong pieces and they have to order more stuff. They made another appointment, without asking us, before the pieces were even delivered. They changed the date so they had the part and we could actually be home, meanwhile they were telling my wife they are fixing it here and finally 2 months later Amanda text us back Sep 9th saying they are going to come pick up the piece to fix at their shop. If you have all the pieces to fix the couch and you're going to take the couch back to replace everything then how and why would it not have been easier, faster and more satisfying to your customer to just do as I ask, build the one section that was damaged and deliver it. If they would have just made the one section and delivered it we would've been perfectly happy, none of this would've happened and we would've bought many new things from them for our growing family. This is absolutely insane the way they are ignoring us and hoping we just go away, which I won't. We will never buy from these scam artists again, we recommend you never buy anything from them and also tell anyone you know never to buy from...

UPDATE (12/03/2019) Pop the champagne, I got my couch!

UPDATE (11/02/2019) Yesterday I contacted the store sales floor and spoke with manager John. He did go out of his way to try to come up with some resolution and did offer several options. Though unsatisfactory, I was extremely pleased with the effort he put in to resolve the issue. There is no scenario where I would do business with Ashley Furniture in the future, but I do greatly appreciate John's efforts through this is truly a pathetic situation.

UPDATE (11/01/2019) haven't heard anything since the 24th. Emailed. Sorry, we won't have the couch in until 12/3. Have guests coming twice in Nov. TOTALLY unacceptable. Called Sales floor at Richfield where all this mess started. John the manager is attempting to find a resolution. If I do not have a sleeper sofa or my money back by 11/14 I will be taking legal action.

UPDATE (10/31/2019) if don't have my sleeper sofa delivered by 11/14/2019 you're getting sued. done playing your games.

UPDATE (10/28/2019): Delivery is supposed to happen tomorrow (Tue 10/29), got a call at 3pmish while I was in eye dr. Voicemail says "sorry your furniture arrived damaged from manufacturer" "we'll call you when we have a replacement" ... laughable at this point!!!

UPDATE (10/24/2019): wish I had added dates on updates from the beginning…. So they scheduled for a delivery this Saturday. I rearranged my schedule to accommodate. I just got a call, Thurs. 3pm, saying, “sorry it won’t fit on the truck, we’ll have to reschedule” to which I replied, no you won’t, I already rearranged my schedule for Sat… the THIRD attempt to get me this sleeper sofa, I’ll take it on Sat as promised, cancel someone else’s delivery. We’ll see what happens…. (oh sweet mother regret, why did I purchase anything from Ashley Furniture?!?!?!)

UPDATE: Yay, it's delivery day. It's Tue now... we've been home all day waiting. 4:20ish pm. Dude gets here, very professional, cleans his shoes, measures everything, has me remove a light (the one they smashed last time). I get it taken down. Go outside and his partner is like "hey we have a problem" That's right, the couch was damaged. They screwed a board into the base of the couch (not the delivery guys, but wherever it came from), for like safety or something, and you can clearly see tension on that board snapped the arm of the couch. WHAT A JOKE!!! DO NOT WASTE YOUR TIME WITH ASHLEY FURNITURE UNLESS YOU WANT ENSURE tens of hours of frustration.

UPDATE: As you might have guessed Google readers... there was never a follow up call. I also like after logging dozens of man hours to get this coach replaced, its my responsibility to follow up if I don't get a call?!?!? Whatever Ashley. Never again!!!

Purchased a sleeper sofa there several years ago. I had a feeling their furniture wasn't the greatest quality, so though I NEVER do, I ended up buying the warranty. Lucky i did as the couch blew out after about 2-3yrs. Mind you this is in a spare bedroom and sees limited use.

I'm at over 9 months now on the replacement process. They came to deliver the replacement and couldn't get it in the room, damaged the place getting the old one out. I was paid by insurance company for damage. Ok, no problem.

Now its delivery day on the replacement that I selected and the delivery is 4hrs late. Prob not going to be here before I have to leave for the evening and I'm going to have to reschedule.

Shop Ashley if you want cheap furniture and are looking to be extremely frustrated. Go with Steinhafels or Colders if you prefer higher quality and less frustration.

Lastly, as you read these reviews, note how every 5 star review states the sales persons name. Hmmmm, that's not odd at all! Those surely couldn't be...

A few weeks ago my pregnant wife went to the store to pick up a recliner that we had purchased from this store. We have always had excellent customer service here and have previously purchased other items such as a couch and desk for our home. But this time was much much different. When she got there, a young gentlemen by the name of Joshua assisted her. He brought the recliner in the box by himself and proceeded to tell my wife that she would need to help him load the box into our suv. At this point my wife proceeded to tell Joshua that a) the recliner would have to be taken out of the box as we were told when we purchased the recliner and b) she was 5 months pregnant so she would not be able to assist him. He insisted that he was the only one available that could help her load her recliner. What the hell was this guy thinking??? If a customer tells you that he or she cannot help you for any reason let alone being 5 months pregnant then you find someone in the store to help you or you offer to have it delivered. When my wife told me this story I was completely outraged and proceeded to call the store to express my anger at the situation. It got to the point where I was going to drive the recliner back to the store to return it. Luckily for Ashley my wife loves the recliner and persuaded me that we should keep it. The district manager, Michelle, did call me that day to apologize and make sure my wife was ok so that I do appreciate. What I don't know and what still angers me almost a month later is what plan has been implemented to make sure that this associate has been properly reprimanded and trained and how will they make sure that this never has to happen to anyone else again. I sent an email to the corporate office and instead of someone from corporate reaching out to me they had Michelle try to call me again. She left me a voicemail a few days ago while I was at work and I did try to call her back that same day but no answer. This is where...