Ashley Store — Local services in Wilmington

Poor customer service experience. I worked with Cliff in store and was misinformed about the return policy of in store orders. I had planned to purchase online, but he said that they could guarantee there would be no damaged items when the order was placed in store with them and that I would have the ability to return the items. I received the order and the packaging is damaged and barely being held together by tape or boxes are ripped. I was also not informed that I was to refuse delivery if there were issues and was not asked to sign a delivery confirmation. If I would’ve known I would not be able to return the order since it was placed in the store I would’ve never placed an in store order and placed it online where I would have the return option available. I then contacted the corporate customer service line and was put in the call back list, but never received a call back. I called and spoke to local customer service the next day who then informed me that due to the contract that was signed I would be unable to return my items, but I trusted/relied on the store employee to give me the accurate information as we went over the contract and this was not done. I called the local customer service again and outlined the situation, but she still refused to return my items and instead told me to speak to Cliff at the store. I then spoke to another employee who was the only one available at my local store and informed him, then he said he would have Cliff call me back. I spoke to Cliff who refused to admit the miscommunication and said he was unable to approve the return, then referred me back to the local customer service again to who I just spoke to that transferred me to him. I then called the corporate line and got another call back spot, but figured they wouldn’t have called back so I used the chat instead. They also refused to help me remedy this situation and said that I would need to open the damaged boxes to see if there was anything actually damaged to which I said I did not want to do because the outside was damaged. Ashley altogether provided a horrible customer experience both online and in store. I do not plan to shop with them again and plan to close my account with them as soon as possible. I do not wish to purchase a company that refuses to take responsibility for their employees miscommunication and poor customer service experience. If you do decide to purchase with them anyways I would highly advise you to never purchase in store since you would not be able to return anything, when online you have a return window. It’s quite ridiculous that there is no return window when purchased in store, especially when you were convinced/pushed to order in store...

This was our second large purchase from Ashley Furniture in five years. We had just purchased a new bed frame that included the head and footboard and were looking for the other pieces to complete a new bedroom suite.

John walked over introduced himself and asked if he could offer any assistance. After telling him what we were shopping for. His first question was what bedroom we were shopping for. Which I found puzzling.

After explaining why he asked, I understood perfectly. Since we were shopping for the master bedroom he explained that the real wood furniture was in one section and the laminate furniture. He also explained the major differences.

My wife found exactly what she was looking for she asked John if he could help us when he was free. His response was absolutely and followed her over to the area, my wife asked if we could get one of the bed rails out of the truck to confirm if it actually matched. After deciding what color we wanted he quickly asked what pieces we would like to purchase. We ended up with two chest of drawers, a dresser and two nightstands.

After paying John told us how the delivery worked, told us he would follow up to confirm the delivery date and set everything up and the delivery team would contact us with a delivery window. Everything went just as he told us it would.

If you’re looking for quality furniture without any hassle. Both my wife and I highly recommend both Ashley Furniture and John.

Thank you again Ashley and John.

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My husband and I were “test driving” theater style recliners. We visited several other stores before we went to Ashley on Carolina Beach Road. John was with another customer but greeted us and pointed us in the right direction. When he finished with his customer he joined us to see how he could help. Very personable and knowledgeable with no hard sell tactics. We were so impressed with the comfort and style of the two seater for our FROG (my husbands ‘man cave’) that we bought the sofa as well for our living room (since we spend much of our time there together). John explored all Options for best pricing and explained additional savings with a deferred interest card. Needless to say we were quite pleased and purchased both. Looking forward to its delivery in a few weeks! If you visit the store for your own needs ask for John for the best shopping experience !

Got our delivery today and the process was awesome. Loving the sofa with heat...