Ashley Store — Local services in Woodhaven

[UPDATED 3/25/21]

We bought a power loveseat, charger end table, and new mattress/ platform for our house. Our salesperson Alexis was so helpful, and never pushy or obtrusive. That’s usually one of the main reasons we avoid showrooms. We felt welcome in this store, and found good deals to feel secure purchasing right away. Will be back for any other furniture needs, and recommend to anyone.

UPDATE: Furniture arrived, and it does look great as it should. Well...the loveseat looks great...because it's the only thing the delivery guys set up. Our bedroom is in the basement, and - at the store, before we closed the sale - we were told that the power bed platform and mattress would be set up on our existing bedframe with box spring (as I understand - as always - I could be mistaken). When the delivery men arrived, I was working from home and unable to come off the call I was on my partner had taken the day off. The delivery worker Chet Mason told my partner that we would need to sign an additional waiver to have them set up the bed because they "can't set that up down there." They took the box containing the vacuum-packed mattress and the bed platform and piled it at the bottom of our stairs, next to the old mattress (which we were told at the store we had to buy a mattress bag to put around the mattress for safety WHEN THE MEN MOVED IT AWAY FOR US).

I came away from work and off of the phones, to settle what sounded like a disagreement. My partner explained we would have to remove the box spring for them to set up the bed. I helped my partner to do this. The delivery men were bringing down the bed platform as we did this. After they finished, one delivery man stood on our basement landing on his phone (this delivery person was largely quiet and courteous though), and Chet - while walking back up our basement stairs into our house - loudly spoke demands that we have to just sign their paper agreeing to the payments so they can leave. I followed after him, and he called back to me "Hey, paper's up here, boss. Unless you want me to bring it down there." I advised I was coming. I stood in our kitchen attempting to speak to Chet and find some common ground, advising that I am aware they have their rules they must abide by, but I was trying to communicate what we were told. Chet interrupted to say "It isn't my rules, it's Ashley Furniture's rules. You're going to have to take it up with them." As he said this, he waved me off, walking out my open front door to their truck. This left me and the other delivery person in the kitchen. I had no choice but to sign the paper - bed not set up, and three large mattress-size/ shaped items blocking the bottom of our basement stairs, making it relatively unsafe and impassable to get down to even deal with the problem. I signed the paper, standing beside the other quiet delivery person as he apologized to me for what had just occurred. Once I signed the paper, this delivery person took a photo of the slip with their phone, thanked me, and exited. My partner stated she is going to be taking up with them.

We will now have to figure out getting a mattress upstairs and disposed of, and set up the bed.

It isn't unheard of to have to set up one's own bed. My issue is the disparity between what was told to us on the sales floor and what was told to us by the delivery person. I was glad to stand - on time taken away from work not scheduled with my boss - to discuss the issue with Chet. He may have been on a time table, so wasn't able to stay and discuss the issue. He was very prompt and courteous on arrival, so this disagreement disappointed me. I want to give him the benefit of the doubt, but that response isn't sufficient to me.

Updating for full transparency (and dock review from 5 stars to 3 stars for the experience, because I don't feel it's honest to say it's a great 5 stars now). I left over half the stars, which is more of our order than was set up. I hope Chet is having a better day. I'm sure his job isn't easy. We all...

If I could give this company zero stars I would. We went into the store in early September to order a new mattress and adjustable base. We specifically asked before purchasing how long it would take for delivery and were assured that it should only take 2-3 weeks and that the items were in stock. We set a delivery date for 9/22 on that date and we were pretty happy with the situation. We used the store credit we received from the purchase to buy a pillow which was supposed to be delivered within a week. We took off work and waited for delivery on 9/22. The delivery never occurred and we received no phone call letting us know that the delivery was delayed.

We contacted customer service and they assured us that the deliver would take place on 9/27. Everyone is dealing with delays due to COVID and staffing shortages so we understood and planned on taking 9/27 off work for delivery. Again, we waited for delivery on 9/27 and the delivery did not occur and we also received no notice that the delivery was delayed. The following day my spouse went into Ashley Homestore to figure out what was going on. They were apologetic and indicated the item was not in stock and scheduled a new delivery date for 10/19. Again, we were patient with the situation as we understand that most companies are having supply chain issues.

We were hopeful this time as we received communication regarding our delivery dates a few days before and sent confirmations that we were going to be home that day. We again took the day off work on 10/19 and waited for the delivery. We called midway through our delivery window to confirm that the mattress would be delivered and we were told by their customer service that the delivery had been cancelled for 10/19, would not occur, and that we needed to go to the Ashley Homestore to see what was going on.

We went to the Ashley Homestore and the sales person looked up the order, they indicated that they were unsure why the mattress was delivered prior, but indicated that mattress was taken off of the truck in Chicago for an unspecified reason. They were unable to resolve the issue because at the time there was no manager working at the store. They assured us they would send an expedited email to corporate and their management to address our issue and that we would have a response within three (3) hours. We received no response from their corporate and management.

Later that day before closing we went into the store and cancelled the order requesting a full refund. They instructed us that we would have to return the pillow we ordered with the credit from the purchase. Only problem is we never actually received the pillow from the initial order. Needless to say we were disappointed with this experience as it cost us three (3) days of work and multiple trips to the store.

We had broken down, removed, and sold our other bed frame prior to 9/22 so we have been sleeping on cots and twin mattresses for the past month or so. My spouse is 30 weeks pregnant so this has not been the most ideal situation. Accurate and timely communication from Ashley Homestore could have helped us avoid this situation.

The good news is that we ultimately ordered a really nice mattress from Mattress Firm and have had a great experience thus far. Should have went with them in the...

Do not buy furniture from here. My wife and I went there to look at a new chair and half. We looked around and instead found a bedroom set we loved. We worked with Lisa and decided on a new matress to go with it as well. We were quoted a price and she told us it might be off by a few cents. We left to compare with Gardner White. We decided on the Ashley set because it checked all our boxes. When we came back, we let Lisa know we would move forward. The final price was over $500 more than she quoted us. The manager Juan stepped in when he could see we were upset about a potential bait and switch. He did work out a deal to come close to the original quote. We shook hands and I paid in full. We set a delivery date for today and followed the instructions given to make sure we were all set and responding to the delivery bots texts quickly to confirm the delivery. We went home and spent days clearing our room of the old furniture and tore down our old bed this morning. Today, they delivered the matress and box springs only. The matress was also ripped. I called to see what happened and was told the distribution center screwed up and they will have the furniture delivered tomorrow. This made no sense because we bought the floor model! It was already sitting right there! I was told I had to call a number to replace the matress. Luckily, Iontane was kind enough to set this up for me. I called work and let them know I would need an additional day off to be here. Lisa called and couldn't have been more rude about the situation. She basically let me know we already got a price discount and there was nothing more that would be done to compensate the on-going headache. Keep in mind, I never asked, she just decided to tell me I have to deal with it and I am not the only person this happens to. It turns out she was right! We let friends and family know what we are dealing with and they said similar things happened to them when they bought furniture here. I was also just informed that tomorrow is not an option for delivery and they will try for Saturday. Great, i get to call HR and try and get my PTO request reversed now! We have to spend the next two nights sleeping on the floor with our old furniture and clothes scattered around the house because we can't move anything around without the new dressers to put stuff in. Avoid buying anything from this store. It's not worth it. You can get the same furniture from a company that knows what they are doing and will treat you right. We still need a chair and half with an ottoman and planned on going there again to buy it. ...