I have purchased Ashley brand furniture on 4 occasions. Only twice from a direct Ashley store, all other times from resellers.
I was in the market for a large sectional. I had an idea of what I wanted, including color, size, and style and had looked at many websites including Ashleys all selling Ashley brand couches. I walked into and Ashley store on December 31st 2012 determined to find a couch, and sure enough I found one. I didn't like the color much but the sales rep showed me a small storage ottoman in a really nice light beige that he stated the couch came in, I thought perfect, and then asked for the cost. Total for delivery and a warranty on the couch was a little under 1k.
The couch was said to be in stock and could be delivered in a couple of days, I would not be home during the week so it was scheduled for Saturday, Jan. 5th. This cost $10 more on top of the already steep delivery charge seeing how this company is local and has a warehouse nearby. Thursday comes around and a rep from Ashley calls to confirm my delivery, Sat. Jan. 5th between 7am and 11am. I thought this is perfect and we were good to go. That Friday i prepared my house for delivery, even selling my old couch set from Ashleys because I would not have room for it. Saturday arrives and we patiently wait all morning, 10:55 comes around and no delivery so I call customer service and get the most non empathetic rep on the planet who has no answers, puts me on hold a good 5 times for a total of 15 minutes, comes back to say that I personally requested to cancel delivery and told them my home would not be ready for 2 weeks. I wanted to scream at this point because this was a LIE. The rep told me there was nothing they could do and would have to reschedule my delivery for the following week. This just did not do. I have a 3 year old and a husband and myself all of which don't enjoy sitting on the floor. I asked to speak to a manager and conveniently no manager is available. I don't get a call from one until later in the day in which she says she still has no idea how this happened or anything but says she can refund my delivery fee, uh yeah of course you will refund my delivery fee, she takes my CC and says I will have a refund in 2-5 days, but again this just isn't acceptable, now I have to sit and wait a week couch-less.
I called the store to speak with the sales rep Alvin who was a nice guy when I bought the couch and a nice guy on the phone, he said that his team talked to customer service and they thought everything was squared away with delivery for Tuesday. I told him delivery was not until Saturday, he said this was no acceptable, I of course agreed and he said he would talk to his GM and call me back in an 1. No call for 3 hours so I call him and he says he is talking to his boss about this because it isn't right and even said the store has a delivery truck that they could personally go pick up the couch. I thought this was a great idea, he again says he will call me back. He never called back. I emailed customer support and again no help, no idea what happened to the sales rep and none of them care about the HUGE inconvenience they have caused and refunding a delivery cost really doesn't fix the issue that they caused.
I still have yet to be refunded my delivery fee or be compensated for the inconvenience. This past Saturday we received our new couch and wouldn't you guess it is NOWHERE near the color the sales rep showed me at the store, or the colors on their website, no clue where this color came from. So now, I have sat in my house without a couch for over a week due to an error made by Ashley, just to receive a couch that is nowhere near the color I was shown, and to still be waiting on a refund and further compensation.
I will never shop ashley again.