Ashley Store — Local services in Zionsville

My wife and I visited this location and we came upon a model in the store with a pullout sleeper included that appealed to us since we plan on having visitors.

The salesman told us about the sectional and we decided to purchase it based on the properties and qualities. Upon filling out paperwork for purchasing, we confirmed that the sectional did come with the pullout sleeper bed to which we were told by the salesman “came standard on this model.”

A few weeks later, the sectional couch delivered with no issues, but we did note that what was delivered did not have the pullout sleeper as we were told. I called the Ashley Homestore and the employee who answered said that the salesman was off for the day but she would contact him the next day to ask about the issue and contact me back. The employee called back the next day and stated that the salesman recalled my wife and I stating that we did not want the sleeper option because it added too much length. Neither of us recall saying anything about the length being an issue and were under the impression that we were being sold the sectional with the sleeper. The employee also said that the floor model did not have the pullout bed which didn’t make sense as it was one of the reasons we chose that particular one. The employee then proceeded to tell me that if I did want the pullout sleeper, it would be an approximate additional cost of $500.

After confirming with my wife and parents who were also present with us during the purchase that nothing was said about a sleeper bed length issue, I contacted the store manager two days later (the Ashley Homestore phone had a disconnect dial tone all the next day, so I couldn’t get through). I explained what had happened and that the sleeper option we assumed had been sold to us would cost several hundred dollars more after the fact that we had found out we were falsely sold the option without the sleeper. The manager stated that to get the pullout sleeper would cost the extra $500 but that he would not charge delivery for a replacement.

I understand that we were not charged for a sleeper and that no delivery charge would help, but the fact is we were sold a sectional couch said to have the sleeper pullout and purchased it with that in mind to find out that we did not receive what we were initially told we were buying. Had we known that the sleeper was not included, we very well may have chosen a different model. The issue being that any salesman can promise certain features upon making the sale to have the features not included upon the purchased model. In addition, the sectional did not deliver with accent pillows.

Due to incompetence in training and dishonest employees, this will be my last Ashley...

The first week of May, my boyfriend and I went to Ashley Home Store and we were very excited to order new bedroom and living room furniture for our new home. Bedroom furniture was delivered promptly within 2 weeks. The living room furniture is a disaster. I had a scheduled delivery the first week of June, Ashley calls me and tells me they don’t have part of my order and would I like to reschedule so I can have it all together. I agree to the new delivery date. They are supposed to come on a Friday but instead they call a day early and ask if it’s ok to come, I said sure. They show up and say “oh we don’t have part of your couch” mind you it’s an L shaped couch and they now have the part I was supposed to be waiting on to have all of my furniture delivered together and are missing the piece they originally had. Hm, I’m upset. So I call, they reschedule for the middle of July. They don’t call and they don’t show up. So I head to the store. Carlos, the store manager tells me it will be delivered on July 11th. That he shows that in his system. He offers no apologies as to what has happened so far. No ownership, nothing. I get it, it’s a supply chain issue. What I don’t get it the pure lack of leadership from a manager. If you don’t want to deal with it, then don’t show up to work because when we’ve spent close to 5,000 I would really appreciate someone who appreciates me as a customer and acknowledges my frustrations. So the day after speaking to Carlos, I received a text saying my piece of furniture was again not coming. Again, I go to the store, I show him the text. He told me to disregard it. Well Saturday comes and goes and guess what?? No couch. I call Ashley furniture and speak to Jerri and she said “oh I see here that Carlos has rescheduled that delivery for Wednesday, July 15th”. HM!! OK. Well I’m not going to be home that day. So on July 15th I call to speak to Carlos and again was met with those not so amazing management skills. So I have half of an L shaped couch and not a single soul can help me and all that Carlos is willing to do is shrug his shoulders. I am hoping that they fix this situation before I have to take the part of the couch I have and deliver it to the front of their...

What is customer service? This is the biggest question that keeps changing irrespective of where you go and buy stuff. Ashley store is no exception to this. Yes, customer decided and yes it is an "As is" item but "Is the customer satisfied with the purchase?". This is the critical question and what can a store do to make sure a customer is satisfied. Last week, I went to Ashley store, bought an as is item hoping it would fit my living room.Had a rough idea of the living room but couldnt really visualize placing the sectional connecting the poeces until it was physically in our house. The lady was kind enough showedt all the options and asked which one we decided upon. She did mention it was a clearance item but never checked with us or informed us for a large sectional to fi, the typical living room size should be xx dimensions. If she had done so, we would have said, ah I see lets go back verify the dimensions before we finalized. Its not like we buy couches just for fun daily. She was flexible when we switched an item to the clearance item we went with but thats just not enough.Fast forward to Friday, the delivery date, the so called "Flyby team " delivered, left in a flash without connecting the sectional couch pieces. Their answer "it doesn't fit". If it doesn't fit as a sectional, why wasn't it taken back? Since then, from the same day, I have been behind them to exchange the couch but nothing has happened. They say they raised a ticket. I was contacted by the AI "Jenny" with a series of prompts but to no avail. The same response that it is an as is item. Have been to the store multiple times and I was asked to come in through the delivery section as they count footfalls. Is that what is needed? So, am I a satisfied customer? No. The sectional stays apart as two independent couches instead of one. Did they lose a customer forever? Maybe and also they lost some referrals as well. Have I learnt from this? Yes, dimensions is all what I need and not to depend on customer service at Ashley.

As a follow up, I contacted Ashley again today but got the same response that it cannot be exchanged. I don't understand why you want me to call the toll free customer service number when you can't...