Great customer service today
Walked in the Hoover location to look for living room suit and was greated by Terry. Nice young man, who walked us thru several options before we decided on the Amiata Leather sofa, chair and ottoman. Terry was very helpful in helping my husband and I pick the best set for what we needed. Thank You Terry for be not only a professional but having great Customer Service. U made our experience a lovely one. That’s why we only shop at Ashley Furniture. Can not wait to get it delivered so we can enjoy a beautiful comfy furniture.
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Response from developer
Thank you for taking the time to leave a review about your experience. We're thrilled to know about the great service you received from Terry. Thank you for being the better part of Ashley!
Customer Care is Awful
I would leave zero stars if it were possible. We purchased a couch and after 6 months the fabric completely loosened and waved. We purchased a warranty with the couch however the customer care team is completely useless as they said this was “normal wear and tear”. I’ve bought couches from wayfair that hold up better. The store managers and customer care team do not work cohesively and give conflicting information to the customers when issues with their product arise. The store will sell you a “warranty” and say it covers everything under the sun but when you go to excercise the warranty, they will defer to customer care who will then argue that the incident is not covered. Horrible customer service, and lack of integrity in their business model and product.
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Response from developer
Hello. We apologize for the issues you've encountered with your product, and for any inconveniences it has cause. If you need assistance or have any questions, please send us an email to Reviewsfeedback@ashleyfurniture.com and in the subject line please state “Attention - JM". For the body of the email please include your order information, and a brief description elaborating your concerns. We'd like to see how we can help.
Hard to read customer reviews
I like the app, but why is it so difficult to read customer reviews? I press the review button, nothing happens. I search all over the app listing, looking for a mystery portal that will take me to said review, nothing.
Don’t get me wrong: the app is great at showing the star rating of the reviews, and it’s just swell when it comes to showing the number of reviews. But it’s not very good at showing the actual reviews themselves, which is really kinda the most important part of the reviews. Shouldn’t this be, you know, kind of intuitive and automatic? If you’re going to tell me that I have to go to the website to read the reviews, then that defeats one of the main conveniences of having an app and I’ll delete it.
Don’t get me wrong: the app is great at showing the star rating of the reviews, and it’s just swell when it comes to showing the number of reviews. But it’s not very good at showing the actual reviews themselves, which is really kinda the most important part of the reviews. Shouldn’t this be, you know, kind of intuitive and automatic? If you’re going to tell me that I have to go to the website to read the reviews, then that defeats one of the main conveniences of having an app and I’ll delete it.
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I cant even use the app 💀
Ur lucky we can’t give 0 stars, bc this app isn’t worth even one star. Every time I tried to search for ANYTHING- 𝘯𝘰𝘵𝘩𝘪𝘯𝘨 pulled up! It’s like:
“We’re sorry, no products were found for your search: rug”
I tried everything, the customer service didn’t know how to help with this- all their suggestions didn’t work. I even deleted and redownloaded the app multiple times! How am I supposed to even utilize this dumb app??! Maybe I’m just stupid, but then the customer service is, too, since they also couldn’t figure it out. At least this isn’t an app that u have to purchase and then it lets I down ig….
“We’re sorry, no products were found for your search: rug”
I tried everything, the customer service didn’t know how to help with this- all their suggestions didn’t work. I even deleted and redownloaded the app multiple times! How am I supposed to even utilize this dumb app??! Maybe I’m just stupid, but then the customer service is, too, since they also couldn’t figure it out. At least this isn’t an app that u have to purchase and then it lets I down ig….
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Non functional app
This app is not functional as far as ordering. I can’t even add anything to my cart to even attempt to purchase. It’s basically for viewing purposes only. You’ll either have to go to the website or go into in actual store to order. I don’t like going into furniture stores just because I don’t like being bombarded with all the extra crap they add on to your bill without you knowing. Ashly sales people are good for sticking you with unwanted furniture warranties that you will NEVER be able to use if needed. I’d just prefer to avoid them like the plague. Fix the app so we can use it to order.
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Favorites is glitchy and frustrating
The app sort of works, but isn’t smooth. When I am reviewing favorites weird stuff happens: I might get stuck on the product page and the back button doesn’t work, and the order of my favorites jumps around if I am able to go back.
It makes it hard to make sure I look at each saved item, plus it causes a bit of panic bc it looks like it disappeared at first. I’m convinced some favorites have disappeared
It makes it hard to make sure I look at each saved item, plus it causes a bit of panic bc it looks like it disappeared at first. I’m convinced some favorites have disappeared
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Beware
Order through the app is easy. But if you need to cancel a order the company will hold the funds on you account for weeks at a time, charge you, never deliver the item. Then when you follow up wondering why you didn’t get a delivery, they have a process that takes days in addition to the time that they held your funds. Also multiple charges will be on your account if you made a purchase of more than 1 item at one time, instead of a total amount. Just be cautious, because they make it seem easy, but I’m almost $400 in the whole from pending charges they won’t release.
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The best salesman ever
My name is Elisa Pruiksma and almost a year ago my family and I went to the sawmill road store because we were building a new house and were met by Rick… he was so nice and so incredibly helpful… we bought quite a bit of furniture from him that day…I needed some furniture for my son who was moving into his own place and of course I went to see Rick…my family had some difficult situations with our move in schedule and Rick rearranged our delivery for us… twice and to this day has taken care of many mishaps with our purchases…Rick has always been so kind ,so helpful and so professional…thank you so much Rick… you’re amazing!!!
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Ashley in general
Over 2 hours on hold to track down a delivery to find out that the furniture isn’t in stock yet. Can’t find the order on the website and cannot link the existing order to my profile on the website. The app doesn’t recognize anything to include the tracking feature. Ashley Home Furniture as a company is falling apart. Good luck finding an English speaker in chat. It takes 7 minutes to get one chat answer and by then the chat was switched to another service representative who has no idea what the last one said. It’s all trash. How Ashley will survive the pandemic in 2022 is because you’re all assuming Ashley has actual customer service. This is by far the worst $9000 USD experience.
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Don’t order through app!
I attempted to place an order for furniture through the App yesterday. I never got a confirmation so just got off the phone with them. Turns out they only recommend placing orders through the Internet using Chrome. Why have an app with a purchase option if it doesn’t work?! I now have to wait 3-5 business days for a call back from their finance department before I can place the order again. AND it will take 7-10 days for them to reverse the charges on my credit card. By then the sofa I wanted could be out of stock as it was an Outlet item.
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