Will Wright

Review of Ashley Furniture Industries

First furniture buying buying experience, know whe...

First furniture buying buying experience, know where not to go next time. My new couch is good but the week of headaches and disinformation on financing was awful. Delivery window was missed, promised calls from customer care never came, and a credit card arrived in the mail that I wasn't aware I signed up for.

The entertaining-in-hindsight details:

Delivery service came over an hour early when I was not home on Sunday and left. I was still expecting a delivery that day because I had set up a delivery time. Called customer service and was told that the drivers lied to their dispatch saying they said they arrived during the window and pressed a buzzer. However, their GPS evidence proved otherwise. I also don't have a buzzer and was outside during their fabricated arrival time.

I was told I would get a call back the next morning to set up a new delivery time. The next morning came and went with no call. I called in the afternoon and waited on hold for 30 minutes. Customer service was friendly but uncoordinated - no notes had been left of my situation.

I was set up with a new 4 hour window. However, all their windows fall within an 8-to-5 workday and I could only have someone at my place for a 3 hour window later in the week. They couldn't promise this. They advertise they use their own delivery fleet (as heard multiple times while on hold), but I was told over the phone that they use a third party in the Chicago area. Maybe this is why.

The store called me later on Monday to ask how the delivery went - they had no idea I hadn't received my product despite having already told the story twice and having made sure notes were entered into their system. I let them know about the mishap and reiterated that my delivery window needed to be in a 3 hour timeframe. The store rep on the phone made a joke about it but also couldn't do anything about it - super funny, right.

Fortunately couch arrived on Thursday while someone was here. I heard that part went smoothly.

A week later I'm going through mail and see an Ashley letter. I open it and there's a credit card. I had signed up for financing in the store but ended up not using it as at checkout I decided dealing with my credit card would be easier. The entire time the woman helping me just smiled through the paperwork and said it was all standard. But she said to call a number and cancel my "account". From my understanding of what I read financing was through the store and I wasn't aware that I was working with a bank until that moment. Even then I was not aware a credit card was or had been opened. I thought I was asking the right questions, but I guess not.

Incredibly frustrating to work with while moving to a new city, do not recommend.