Ashley Store + Outlet — Local services in Wyoming

If I could give zero stars, I would.

This was my first experience with Ashley and never again. Everything was great while I was in the store at the Grandville, MI location and they wanted my money. But it has been a nightmare since I brought everything home. We bought two purple mattress sets with a base and all of the accessories (sheets, pillows and mattress covers). No big deal, but we went to pick our order up and one of the bed frames was incorrect. They caught it after we were about 10 minutes away, so we turned back around to get the correct bed frame. The next day when we went to set up the beds, we noticed the bed frames were not what we wanted. We thought we bought the purple base, but it was not the one with the anti-gravity button that we thought we were getting. After speaking to a head salesperson and him speaking to the store manager, we were told to go ahead and set everything up and they would get back with us. I was told the store manager was going to talk to our salesperson and email her and that the salesperson would get back with us the next day when she was back to work. The next day, the salesperson never returned my call. So before closing, I called her, and she claims nobody spoke to her and she did not know about my problem. She claims she did not know that was the base I wanted. So, they offered me $50 off to upgrade my base. I spent $13,000- $50 off?! My husband has a bad back is why we specifically wanted this base, so we went ahead and ordered a new base. The bed sheets we ordered came and was not the correct color. Today, I go to pick up my base and was told the base I was returning was an Ashley base and not a purple base. My next concern is the warranty. The salesperson told up purple had a 10-year warranty on everything. We were very specific and asked about this. The salesperson said the beds are 10-year warranty. So, when we were going to buy the purple base, we asked what the warranty was on the base, and she told us 10-year warranty. I called the store today and was told the motor on the base is warranty 5 years but after that, it's just limited on other parts. The Ashley frame that was sold to us is only a 3 year warranty. If the salesperson thought we wanted the cheaper one, why did they keep telling us it was 10-year warranty?

-I understand how warranty works and am not mad that it is only 5 years warrantied. I am more upset that I was lied to about so many things. I wouldn't have paid $1000 for a bed base that wasn't warrantied for 10 years. Our salesperson is not new, so it was not misinformation. It was just pure greed and deceiving. Sad that salespeople don't care about us and only their commission and paycheck.

I will NEVER go to Ashley again. I understand things can go wrong, but for everything to go wrong??!? Never again.

-Store manager is supposed to call me tomorrow. We will see if...

My husband and I went into the Grandville store on a Saturday. As soon as we walked through the door, one of the salesmen, Greg, came over and introduced himself to us. He made it seem like he would be available to us if we had any questions and we said we’d take a look around. He literally followed us around the store, seeming like he was messing around on his iPad, but then if we paused to look at a certain set of furniture or to look at the little sign for information, he would immediately come over to us and start spewing information about the colors, designs, etc the piece came in. And then he would stay with us. We had no idea what we were looking for and just wanted to look around and see what there was, get a feel for what we liked and what we were going to need. We told Greg this and asked if we could look around on our own, however, he came right back to us at the very next set of furniture we came to. I wasn’t even comfortable sitting on the furniture or speaking openly to my husband about our likes/dislikes with Greg just hanging around. When we finally found something we liked, he made a few comments like “wow, it took looking at the whole store for you to finally find one”, and “I took care of three other customers in the time you were here”. At that point, I didn’t even want to buy the furniture because this was coming from the guy who couldn’t just let us look on our own. There is nothing that is a bigger turnoff than a pushy salesperson. Fast forward three weeks, I called the distribution warehouse to check on the order status and our furniture was there. Not sure how long it had been sitting there or when they were going to call us… I picked up the furniture the same day, only to unpack it at home and find that they had sent us home with the wrong chair. It was after hours at that point, so I called and left a message, asking for someone to call me the following day. The following day, I called first thing in the morning and was told that they would “check to see when they would have the correct chair available to exchange for the one we’d received. I said no, I wasn’t driving 45 minutes to their warehouse again on account of their mistake, and I was told it would be highly unlikely for anything different, considering our original purchase wasn’t delivered. At this point, I’ve called two more times in that same day and haven’t been able to speak with a manager. Once, I was told there was a manager on the line, only to be transferred back to the phone tree. Very disappointed with our experience, to...

Their care team needs some reevaluating. I originally reviewed Ashley Furniture with 5 stars. Our sales rep was kind, efficient and listened to our goals with our couch. He was great. Our couch was delivered. The delivery guys broke the screen out of our storm door. No big deal, accidents happen. We all took pictures. We tipped the delivery guys and waited to hear from the care team. A few days later the care team reached out told us to either get quotes from someone to come replace it. Or buy a new door submit the receipt and replace it ourselves. Done. We went to the store. Looked at the doors. Picked out what we wanted. We just had to double check measurements. Good thing we didn’t purchase the door because I got a call a few days later asking where the quotes were. Oh don’t worry Ashley furniture. I’m saving us all time and energy. I’m gonna buy this door submit the receipt. You’ll reimburse us and we’ll all go on our merry way. False. They wanted me to submit quotes to replace the glass they broke out of the door. Which was not possible for multiple reasons. After going back and forth with their rep and asking to speak to the decision maker In this whole process they are willing to give me $200 less than the door I submitted because someone somewhere found the cheapest door possible. They will ultimately being paying the same amount of money because they are now paying someone to install the new and dispose of the old door and losing a customer. They could have just reimbursed for the door I picked and I would have been happy. I still would have had to dispose of the broken door myself and taken the time and money to install the door correctly.

TLDR: they broke my door and rather than covering the cost of the door I wanted to replace it myself. They dragged it out for almost 3 weeks. Are spending the same amount of money to have someone install a cheap door. Short sighted by them because they lost a customer and got...