Ashley HomeStore

My wife and I purchased a bedroom set as an anniversary gift to each-​other. After shopping around online and in several stores we settled on a custom bedroom set made by Witmer, which we were told was the «Cadillac» of their product offerings. Of course, it came with a Cadillac price but I don’t mind paying for quality, and it was made in Wisconsin which is a plus because I generally like to support local businesses. We chose to take advantage of their 0% financing, however our saleslady failed to tell us they expected a 30% down payment until we were doing the paperwork. They ended up taking a 20% down payment and acted like they were doing us a favor.
10 weeks later we got the phone call from them indicating our furniture was in. At the point of sale we told our rep that we would need an evening delivery and she told us that was not a problem. So I was very surprised when I called to schedule the delivery and was told they don’t schedule evening deliveries. I had to call and get our sales rep involved. She was able to schedule the delivery for one week later after 5:30pm. The day before I received a robot call saying the delivery would between 1 and 4. I called their customer service delivery line and was told they knew nothing about it. I had to call our rep again to get everything straightened out. Then the day of the delivery our rep called me to see if I would take the delivery earlier!
Our furniture arrived. We had ordered 5 pieces of furniture: a bed, a low dresser, a mirror that went on the low dresser, a chest and a nightstand. The nightstand was the only piece that was what I expected. The chest had a trim piece fall off as the delivery men were unwrapping it and the hardware was wrong! This was very surprising since our sales rep was very specific when we filled out the order about making sure we had the hardware correct. In addition the mirror was warped (think of a fun house at a carnival) and the supports for the mirror were not painted (they looked like someone cut up a pallet). They really stuck out because our furniture had darker wood. There were parts of the headboard where there was wood missing because of knots in the wood and the dresser had paint over-​spray.
It is worth mentioning at this point that the delivery personnel are the one star that Ashley has earned. They were very professional at all times, took care to protect our walls and were always very polite. As soon as there was a problem they took pictures and documented everything. I have nothing but compliments for them.
Their customer service department called me that night. The lady I spoke to said they would have to send a technician to look at the furniture. Why? Their employees had taken the pictures using the camera that Ashley had given them! They may have been able to fix the broken part of the chest but that was going back because of the wrong hardware and everything else was not going to be fixable on-​site. In addition to all this their technicians only work until 4pm. I told her that would not work, the technician would have to work around our schedule. The customer service rep said she would have to call me back. I also touched base with our sales rep and she promised to follow up and call me. They never did. This became a pattern, I called and they promised to call back but didn’t.
Finally they called me back. They called because they figured out that they had delivered someone else’s chest to me and they needed it for delivery in a few days. Now she was being all nice because they needed something I had. I asked if they had resolved the rest of my concerns and still they only resolved the mirror and the chest. She offered to have someone stain some mirror supports for me the day before they delivered them (imagine the fumes in my bedroom!). I told them I would only arrange for a delivery once all of my concerns were addressed.
Finally they called me back, but at my home number after I had told them to call me on my cell phone. I had to go through the whole story again (this is 4^th time now). I laid out clearly what needed to be done. I was told she had to contact management and would call me back. She never did. I had to follow up again and asked to speak to management. Their Director of Customer Experience called me back… on my home number. I had to go through the whole thing with her. She finally addressed my concerns, apologized and offered some monetary compensation. However when the day came to deliver everything we ended up with another warped mirror and there was a defect in the top of the chest. The director got the mirror fixed but only offered me a small refund for the dresser. She suggested that I was too picky and would never be satisfied! For the amount of money I spent I think I have the right to be picky, especially since I was expecting their best furniture! I’ll never do business with them again. Worst customer service experience ever!

Opens at 11 on Sunday

Good furniture quality (sofa, love seat, side table and storage ottoman), but DON“T buy the guardsman protection program!!!
The ottoman strap came off, a sofa seam tore, the side table got scratched, and my child drew on the sofa with marker.

The protection plan will not cover your furniture when breaks or is damaged. I have called Ashley no less the 5 time to ask to speak with a manger to express my disappointment with the insurance that was sold to me. I was NEVER able to speak to a manager, and the ONE call they returned was simply stated that my one furniture inquiry was denied. Poor customer loyalty, I just wanted to be heard. I wanted to say «When you sell a Guardsman protection program don’t, „sell it“, it’s not a worthwhile service and Ashley Furniture looks bad for selling Guardsman.» Or at least don’t give your employees an incentive to sell it.
All things considered I would shop here again, I like what I see on the whole and the staff was kind. I was able to fix these small issues myself with a little bit of ingenuity.