Customer ReviewsforAshley Furniture HomeStore

Customer service after the purchase is HORRIBLE! Desandra was extremely unprofessional over the phone and should never be allowed to work in Customer Service again. I've been told 3 separate times that the supervisor would contact me at their earliest convenience and that has never happened (been over a week now). I canceled my order after the 4th conversation with Customer Service.

We have reached out to **. ***** about his concerns with customer service and have addressed the issues. We apologize for any difficulties he may have experienced while trying to cancel his order.

Cassandra is the best sells person I have ever done business with.. Made sure we were able to find the perfect furniture at the best price. If you want to have an experience that makes you feel good go with Cassandra

Thank you for taking your time to share your experience!

Nathan O*** was excellent to work at finding the best mattress for our needs. As we were visiting in town and time was important, he checked on availability and went out of his way to pick up the mattress from the warehouse to make sure we could take it with us the next day. Thanks!

Thank you for taking the time to let us know! We will pass this on to Nathan.

My husband and I bought a new home in May 2021 and decided that we wanted to go to Ashley to get new furniture since we really like their products. We were told by the sales associate that the delivery for our items would be 2 to 12 weeks due to their current logistics issues. We decided that we really wanted our items so we agreed on the delivery leadtime. After one week we received a portion of our order. Several weeks passed and we never received any legitimate updates to our order delivery dates. Each time we called to speak to someone for an update on the delivery dates they were extremely rude and acted annoyed and never gave us a clear answer. When we finally received an update on our order, we were told we would be notified 30 minutes prior so that we would be able to meet the delivery drivers at our home. That was not the case as we were notified as they arrived. When we finally received our couch, the feet of the couch did not match in color and the cushions were stained. the delivery driver scheduled a cleaning technician to come to clean our cushions and ordered replacement feet for the couch. the feet arrived and we installed them ourselves. the technician was scheduled to come today to clean the cushions, he called at 10am and stated he was 15-20 min away. My husband went home to greet him and the technician was not there. my husband called the technician, he did not answer. My husband then called Ashley to inform them of the issue and Ashley stated they would reschedule the cleaning. So basically my husband wasted an hour of his workday to meet this technician for no reason...

Further more, we are still missing 2 sets of nightstands and our headboard and rails from our master bed set. Yes, we are still sleeping on mattresses on the floor as we wait on Ashley. when we called two night ago for a follow-up, they told us we would now have to wait 4 weeks past our initial delivery date. My husband was quite irritated at this point and when he asked to speak to a supervisor he was approached with a sour attitude from the Ashley employee. He even asked for her name or employee ID and she hung up the phone on him. We expected Ashley to provide us with some sort of compensation for their poor customer service but we kept getting told "There is nothing we can do" from Ashley. This has literally been one of the worst customer service experiences we have ever had...

Aside from not receiving all of our furniture in a timely manner (keep in mind that we spent $7k on furniture), we opened a credit card with Ashley, we immediately paid our balance, and then Ashley has made additional transactions on our account where I had to file a claim with ***** *****. For anyone who wants to do that, save yourself the headache and DO NOT open a credit card with Ashley. They are not managing the transactions appropriately.

In summary, we are disgusted by the level of poor customer service that has been provided by this company. Save yourselves some time, money, and a headache and go to a local furniture store.

The pandemic of COVID-19 has affected the supply chain and rate of production. We know how frustrating it is for our customers during this time to have to wait for their order. With the ever-changing ETA's from our manufacturer, we give the best information provided at the time of sale from the manufacture. **. ***** mentions an issue with the delivery drivers and call notifications, this will be forwarded to the manager of the distribution center. The scheduling of the third party technician is truly unfortunate. We have addressed this with the manager of that business. **. ***** did put in a dispute with ***** *****. ***** ***** did find in our favor, meaning they found that we are operating within the guidelines set forth by our contract. We are sorry that we have not met **. *****'s expectations. As a locally owned licensee, we do not like to make empty promises with dates changing daily on the ETA to the distribution centers by the manufacturer. When the items do arrive to our distribution center from the manufacturer, the call center will be in contact with **. ***** to schedule delivery.