Ashley Store — Local services in West Jordan

The customer service at the Ashley Furniture store in West Jordan was great! So, this review is not for them, it is for everything else that happened afterwards.

There is a serious disconnect between all the departments - & after spending over $7k on furniture, it's like they don’t care to make sure the customer is still satisfied. They have your money - so why try to make sure the rest afterwards is taken care of?

God forbid anything on your furniture is broken or is missing a piece & the delivery people can’t complete putting the furniture together…

Our bedroom set was delivered on time, but the delivery guys couldn’t put our bed frame together because the frame came with 4 left-facing brackets. Now, the delivery guy tried telling my wife this, but she had a hard time understanding his English, so he put a lady on the phone who explained a bit more clearly that they couldn’t put the bed together because a part was broken, & they needed to send a tech out to fix it. She said it would take 24 - 48hrs to get a technician, and we figured that wasn’t so bad. They left the bed frame pieces in the garage and left.

But really, what she meant was it would take up to 2 days to BOOK a technician, & it took 9 days for a technician to come see us. So we were sleeping on the mattress on the floor waiting for over a week & when the technician came he was confused because his notes said that the bed was just broken, but no other info. He told my wife that the delivery people should have asked Ashley to order the 2 right-facing brackets so that he could replace the brackets, but he didn’t have the brackets himself. He also said he would need another person with him to help him put the bed together.

When my wife asked how soon we could get things together, he said the parts needed to be ordered which could take 7 - 10 days, & THEN a technician could be booked once the brackets were delivered. The brackets got ordered & I received an email with the delivery date of the brackets & that a tech was booked but it didn’t say the DATE the tech was booked. So my wife called & asked when the tech was booked for. They said Dec19th. My wife asked if they would have TWO people come to help put the bed together, & the agent said she would put that on the notes.

Day of Dec 19th comes - we don’t get a call from a tech and it’s hitting noon (the tech is supposed to call when they are on their way), so my wife calls to make sure a tech is still booked. The agent says “Yes”, & that they will call when they are close to arriving. My wife asked AGAIN if two techs are coming to put the bed together, & the agent said “okay, let me add that to the notes”, which tells us that it wasn’t already in the notes?? Dec 19th comes & goes, and we don’t get a call from a tech. I call on Dec 20th, & I’m told that the booking for a technician was canceled because we “changed the order” by asking for 2 techs. They give me the # for the warehouse (presumably where the techs come from) & tell me to call and see if they can help. I called 3 times & no answer. My wife called & she gets a lady on the phone and she has to explain everything to her. She tells my wife that the warehouse doesn’t handle the booking for the techs, but that they come through the Ashley Furniture store that we bought from. She calls the store & the lady says the store will call my wife soon to re-book a tech.

The store calls her 5 minutes later & says that they will try to get techs out by the end of day. A day goes by & we don’t hear a peep, so she called the store & they said they’d call back after looking into it. She doesn’t get a call back, so she called again, & she gets someone else & is put on hold. She comes back & says that the tech dept got the email and they will call us. Christmas morning rolls around & we hadn’t heard from Ashley, SO we put the bed together ourselves.

Guess when we FINALLY got a call from Ashely saying a technician was booked - Jan 2nd, 2024! Ridiculous...We explained we waited too long and put the bed together ourselves and to...

Horrible me and my husband went to purchase a mattress they told us about a lease program they have so we tried that. When we bought the mattress we was told after we received the mattress we had 30 days and if we didn’t like it we could return the mattess. It took over a month to receive the mattress when we was told a week. Then once we received the mattress the lease place called amicia finance send my husband a copy of the lease agreement and they charging us 4500$ for a 1600$ mattress and they charging us a 15$ a month fee for some type of insurance if the mattress gets stolen or some one loses they job and also a 8$ a month fee for LWD idk what that is but these charges are also being charge interest on them! What?! We was never told anything so we called Acima and they said it was fine return the mattress since it hasn’t been 30 days but to call Ashley furniture so call them and must be a manager tells me there is no 30 day return and to call Acima but he didn’t want to give me the run around but one of his employees specifically told us we could do that. So they telling you something that is not true and they don’t tell you exactly what your paying for till after you get the mattress bad business I would never recommend Ashley...

This was a bad experience but Courtney at the regional office made it right. Record your sales experience if you're planning to buy from Ashley. Be very clear what you want to buy. Make sure your invoice is clear. Do not trust the online team to clarify anything.

They lied. I purchased a TV stand with a fireplace insert at the store in Jordan landing. I was offered 60% (55.65% per my receipt) off because I did the in house financing. The full price was $1549.99. $749 for the stand and $749 for the insert. After 60% off it came to about $684. Fast forward... Now that we are confirming the info for delivery, they are trying to change the deal. According to the store manager (Ralph) we only bought the tv stand and the fireplace would cost $500 more. He blamed the misunderstanding on the sales person being new (here's the kicker... He assisted the new sales agent with the sale) The store manager hung up on me when I tried to address their mistake. Then threatened to call the police when I showed up to the store. I will be rejecting delivery when they show up if it is not the product we were sold. I am also reaching out for legal advice on the matter. They are some very shady folk....