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Ashley Furniture Homestore / entire experience

1 Phoenix, AZ, United States

We went to the first ashley location on power and Southern. We took our time to select our furniture options. When it came to financing the store manager was not helpful or willing to offer (what we later found out) all the financing options available. The store manager insulted the employee ability to negotiate, mind you were were told the entire time the prices would be negotiated and they would work with us. The manager got to a point that he ended up going to the back employee area for a lunch break and never came back to attend to us. We went to another location in Ahwatukee where we struggled to find the same furniture options. The sales woman who helped us was not helpful but bothersome and only kept saying we should buy everything we considered. When it came time to finance we were pleased to have been presented with additional financing options so that we could get all the items we selected. The issue was the financing process was delayed because we had went to another store. We left and were told to come back the next day to finish up. While there we added more items and again the financing was delayed. We went back a third time and finalized our items which included a 24 piece dining set (which included a rug, dishes, and placements), 2 couches, and a bedroom set. The salesman from the 3rd day stated that the rug, dishes, and placements could be taken home that day. We indicated that we had no room in our cars and he said they would make arrangements for them to be included in the delivery.

The delivery was scheduled for 11/15. Mind you we prepared for the delivery so had all our rooms cleared out. On 11/15 I arrived at 145 and the delivery was to be from 2 to 4, we received a text at 245 stating they were on their way and they never showed up! We called back at 430 to see about getting them to come back but we were on hold so long that by the time we reached someone they were closed and not able do anything to help us. We finally got a hold of someone the next day and they claimed that the driver was at our home and they took a picture of our house. And were told we have been bumped to December...after many phone calls we finally got it rescheduled for 11/29.

Today the delivery was made, but again we caught the driver in time. He had only paused briefly and was about to drive off when we stopped them. The set up was frustrating because there were communications issues due to their strong accents. They placed items in areas that required us to still move it to its final location in our home because we couldn't get them to understand what we wanted. We are now two weeks living packed up so we were relieved to be able to finally set our belongings out. That's when we realized that they did not bring the dishes, rug, or placemats. We called the store to be on hold again for 30 minutes to be transfers to the local office. The employee there said there wa nothing they could do and they removed the dishes because they thought we didn't want them. Our paperwork indicates A 24 peicing dining set...not sure how that was confusing. so we are now without these items and still fighting to get what we paid for. We have lost time and money l, experienced a lot of stress due to their staff and terrible customer service. You can never speak to anyone who can actually fix anything.

It's a salted feeling we have toward this furniture that will be in our lives for quite some time. We love our selections, but hate the price monetary and emotionally we had to pay just to get them. Seriously regret the whole thing but because of the time we spent trying to pick things out we chose to try and we this through.

They seriously need training on problem resolutions, empathy, and customer service. Do not go to these ashley furniture locations.

Fl
Nov 29, 2018

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