Ashley Store — Local services in Whitehall

Purchased furniture on September 1 from a nice salesperson. Must have measured or not remembered our measurement specifications and sold us furniture that did not fit in our basement. Prior to this, we were informed that we would be called to set up delivery later the week following our purchase. We received no call and I called on September 9 and was informed it was not ready to be scheduled and that I would be called back. I called again on September 15 to be told to call back "after September 24". I called a third time and scheduled delivery for October 2. The sectional that was too large to fit through our door frame was returned on the same day. I was told the warehouse would call us to inform us they received our returned product and they did not. I was also told that the store would contact me to begin the refund process the next day October 3 and they did not call.

I called several more times to the general Customer Service line and the store. I informed them I did not want to purchase any additional furniture, that I just wanted a refund. They informed me of a store policy that I must be in the store in person to execute the refund and I am not able to do that because of my current work and volunteer schedule. The store has had my money for almost seven weeks and the merchandise for two. They've taken a lot of my time up following up when they informed me they would. From the order, we also got couches for our living room that we love. They are well made, comfortable, and the kids love them. But they have both my time and money and I got a lot of broken promises of communication - honestly that stinks. This would be a 5* review even with the return had I simply been able to send the furniture back and receive credit back on my card within a reasonable time of the transaction and not had to wait for calls that never came or jump through hoops that no customer in 2025 should have to.

Zappos had sight unseen immediate refunds for shoes of all things in 2006. Many major online retailers adopted it shortly shortly thereafter. Ashley's personnel had eyes on my merchandise the entire time. It is rough in 2025 when a company will not issue a refund for something that never left their chain of custody when all they have to do is reverse a credit card charge. I have filed a dispute with my credit card company with the details of the phone calls that are on recorded lines at Ashley Furniture's call center. The process will cost Ashley more in both the immediate and the long term and is extremely customer unfriendly.

I had someone sell me furniture that they either did not know or did not care to remember would not fit. Sure, I could have measured, but that was completed for us by the salesman and we trusted them. And you know what? Mistakes happen. Mismeasurements happen. I'm not even mad at the salesperson.

I was promised calls and customer service and literally none of them happened. Had I not called, I may not have received delivery and had I not be diligent about this, I may never resolve getting a refund. In the short term, the disputed charge on my end will cost the store and their company more time in person power than it would have rather than simply issue me a refund back onto my card. It will require time to research and engage. In the long term, I won't be buying from Ashley Furniture ever again and my family...

Was shopping on the Ashley Whitehall PA store website found 5 pieces of furniture I liked. The website for that store said prequalify for Ashley advantage card so I did and was approved. Got my account number so my husband and I went to the store to see if they had the furniture and or order it. They said they did not have that particular model but would show me something similar. Now I also told them that the sofa and loveseat were advertised as $679 on sale. The set they show me was $700 just for the sofa. The saleswoman said we are not affiliated with Ashley we are privately owned but I can match whatever the online price of this set as shown online. I looked it up and it was $700 for each piece. Bait and switch is what I thought. I got an attitude and started to leave and then I believe a manager said I’ll match the prices that I saw for the set I was originally interested in. So we wrote up the order then I said well I just was approved for the Ashley advantage card she said great you can get 0% for six months. We were ok let’s do it then she said we had to pay the delivery and the sales tax today. Well I didn’t like paying a delivery fee for something that wasn’t delivered but against my better judgment I said ok. We get to the counter I gave her my credit info, they can’t find me in the system. I showed them my approval info and she says oh we don’t take that card. I’m like why not it’s for Ashley. She said it’s really a worthless card. She said I don’t even know if you can use online for Ashley. What? So I left in a big huff then called 2 other Ashley home stores and specifically asked if they take that card and both said yes. So I called back the Whitehall store waited 15 minutes for the manager to com to the phone and I explained the other 2 stores. She wanted to know the locations, which I did not tell her. It even says when you google it….. yes you can use in store or online. Whitehall store hounds you the moment you walk in that store so it’s bad enough but if they “don’t affiliate with Asleybthen they should not be called Ashley Home store!!!! Would not buy anything there and will definitely pass my...

Before you think of buying from this store please read! We purchased a couch on August 10th. When you leave the store after making payment you do not have a delivery date set you have to wait for someone else to call you. The couch arrived about 2weeks later. The couch did not fit so we paid $150 to get the couch picked up. We went to the store to arrange this we picked out another couch and paid the difference. This is when our issues began. The plan put in place was to have the old couches picked up and the new ones dropped off the same day. This did not happen as the store employee did not send in our invoice so a delivery to be scheduled. When I inquired about this they stated they never had one so I was emailed the invoice (which I already signed at the store) for me to print, sign, scan and email back(very convenient) A $2000 invoice just lost?? No apology either. Our old couches were picked up on 10/4. This was never noted and as of today 10/11 no one knows where this is at. Just imagine my stress for possibly being charged another $2k for lost inventory. Also I only know of this because we went to the store today and they mentioned it to us. The new couches were scheduled for 10/9. Our phone records show no call was placed to both phone numbers on file. So now we are obligated to pay $150 to set a new delivery date. We have to wait for our next month statement for T-MOBILE to release our phone records to prove no call was placed. With no guarantee that they will refund the $150. Store employees, customer service and delivery department are not connected so one can’t help you with the other. There’s also no accountability or no escalation to management in these situations. The lack of customer service and empathy in this situation has been almost unbelievable. I would not recommend going to this store or purchasing from...