Total failure
I tried placing an order in the app. I have had successful orders with Ashley using their website, but the app order still said “new” after a week and I hadn’t received a confirmation email. I contacted phone customer support who said they would make an IT ticket to have the order “pushed through” and I should check again in 2 days. The order was still “new” after 3 days so I contacted customer support via their text chat service. I was told the order was going to be “pushed through” the following Tuesday. Still by the following Tuesday there was no change. I contacted customer support again and they said they didn’t see my order anymore and if I checked my account again it should be updated to reflect the failed order, “It has been a pleasure: have a wonderful rest of your day!” Then my husband posted a negative review on the Ashley Facebook page and they replied saying they want to help, “what device did we use?” Their reply was that this app does not work with iPhones. The End, very unsatisfactory and disappointing ending.
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Buyer Beware
We bought bar stools and and asked our sales rep what would happen if they didn’t work. He said “you MAY be charged a restocking fee.”
We were willing to pay a fee if they didn’t work. They are too high for the table that we want them for. So I called the customer service # on our invoice. I was told that we cannot exchange or return them.
So then why did our sales rep say that we could? Well actually he didn’t, the MAY was to imply that it was a possibility but clearly he knew how we would interpret that statement. That is misrepresentation and just plain bad business practice. If they have to use deception to sell their merchandise they shouldn’t be in business.
We were willing to pay a fee if they didn’t work. They are too high for the table that we want them for. So I called the customer service # on our invoice. I was told that we cannot exchange or return them.
So then why did our sales rep say that we could? Well actually he didn’t, the MAY was to imply that it was a possibility but clearly he knew how we would interpret that statement. That is misrepresentation and just plain bad business practice. If they have to use deception to sell their merchandise they shouldn’t be in business.
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App review. Chat doesn’t work.
I am using the app for convenience. While I like my local showroom it’s a bit of a drive and so I was hoping to save a trip. I will say that this review would be higher if the “chat” function was not an option but it is and so I thought ... that’s a good way to conveniently ask a few questions. Instead I had a one sided conversation with myself.
I would recommend they remove this feature until it is monitored well. People won’t miss it if it isn’t there. The rest works fine. Minor things could be better BUT all in all it’s good. The feature to place in a room is nice.
I would recommend they remove this feature until it is monitored well. People won’t miss it if it isn’t there. The rest works fine. Minor things could be better BUT all in all it’s good. The feature to place in a room is nice.
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The App is great, Ashley eh.
The app works great!
I was super happy with the sales people and even with the fact that they couldn’t promise a specific date because of all this Covid junk. It’s our new world today.
My beef is that they either charge me a super high fee to deliver, almost 15%, or I have to go around the world to pick the item up. All I’m asking, especially with these trying times of not being able to get my items in for months, is when they finally are in don’t make me go to the ends of the earth to pick it up; in some of the worst places I’d ever want to drive through. Just ship them to a store so I can pick them up there. I won’t do this again. Major headache from all angles.
I was super happy with the sales people and even with the fact that they couldn’t promise a specific date because of all this Covid junk. It’s our new world today.
My beef is that they either charge me a super high fee to deliver, almost 15%, or I have to go around the world to pick the item up. All I’m asking, especially with these trying times of not being able to get my items in for months, is when they finally are in don’t make me go to the ends of the earth to pick it up; in some of the worst places I’d ever want to drive through. Just ship them to a store so I can pick them up there. I won’t do this again. Major headache from all angles.
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App functions
I love shopping through the app and it’s many functions for Bill payment, saving favorites and purchasing. Problem is the Favorites and now the Shopping cart feature is not working. It would be wonderful if someone would look into this and fix it and yes I talked to customer service their response was call the store I shop at. How disappointing! Many things on the app are not in my store and I don’t feel like standing there trying to browse on their screens. I’m currently remodeling my home room by room and would love to be able to shop the app. I guess at least I can make my payments from the app.
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Great Sales Rep at Folsom Store
We came to the Folsom location and wish we had gone here instead of Natomas - all because of the Sales Rep. We already spent over $4000 at the other store but we will change to shopping in Folsom from now on. It’s amazing how one person can make a difference. Trenton Vendetti was dressed professionally, presented the products, was patient and again professional despite walking away and we did not but the barstools that evening. We will definitely be buying all purchases with him moving forward. Sara Reps like Trenton make a great customer experience.
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So many glitches
So many glitches and bugs with both your website and app. It keeps telling me my login info is incorrect or that theirs no account with my email when it isn’t incorrect and I definitely made an account because my passwords and emails are always saved on my phone and laptop when I create accounts. On the website when I search and click on what I’m trying to order it has an error message that says “Uh oh” each and every time I click on it or even something else. I would love to place an order if you can fix your glitchy system on your website and app.
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Aldwin Dining Set, 4 chairs, 1 bench, one Nemoli sofa
The online ordering would not work. I attempted several times, then drove to Ashley store in WA I had to have the store manager call a store in AZ to place my order. Then a verification from customer care to get my credit card and place order. I got FOUR phone calls verifying today for delivery. The driver unloaded all items but the 4 dining chairs. No explanation or back order date. The bench leg was broken so did it accept delivery of bench. I called numerous customer service numbers, tried online chat.. no help because I placed “a phone order” .
Still no word on out if stock chairs or replacement bench. Nightmare.
Still no word on out if stock chairs or replacement bench. Nightmare.
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Crashes, Burns & Terrible CS - DON’T Order from the App
DONT ORDER ON THE APP!!!!
I placed an order through the app in November. I’m waiting for my order to ship... I see the authorization HOLDS (yes, plural, one for each item, not just a purchase total) on my credit card... and nothing. No email... nothing.
I log in and check.
It shows canceled. I call and end up on hold for an hour. I try another part of the endless phone tree. Still nothing.
I try the customer service chat. The person tells me “sorry, sometimes the app crashes and it looses your order, you’ll have to re-order”. I ask about the authorization holds. I was told it’ll eventually “time out”. I call another number about that. Yea, it’ll time out... after January 3rd. So after another THREE WEEKS.
So the good deal I thought I was going to get I won’t because, sorry, I don’t trust this at all now, and the customer service isn’t any help as they didn’t cancel the transaction authorization holds or offer to fix the cancelled order - an order I didn’t cancel - poor technology on their end did.
Bravo Ashley Furniture. Well done.
I placed an order through the app in November. I’m waiting for my order to ship... I see the authorization HOLDS (yes, plural, one for each item, not just a purchase total) on my credit card... and nothing. No email... nothing.
I log in and check.
It shows canceled. I call and end up on hold for an hour. I try another part of the endless phone tree. Still nothing.
I try the customer service chat. The person tells me “sorry, sometimes the app crashes and it looses your order, you’ll have to re-order”. I ask about the authorization holds. I was told it’ll eventually “time out”. I call another number about that. Yea, it’ll time out... after January 3rd. So after another THREE WEEKS.
So the good deal I thought I was going to get I won’t because, sorry, I don’t trust this at all now, and the customer service isn’t any help as they didn’t cancel the transaction authorization holds or offer to fix the cancelled order - an order I didn’t cancel - poor technology on their end did.
Bravo Ashley Furniture. Well done.
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Not compatible with Apple devices
I downloaded the app and placed an order. The following day I got on the app to check on my delivery status. It said I had no orders placed. I know I placed the order because my account was charged. I then called customer service to see what the issue was and they said there app is not compatible with Apple products. She said it will let you place the order and charge you bit then they cancel it out. Which is complete nonsense! They said my account would be issued back the money within a few days. Why would they even have an app available for download if you can’t use it. Very frustrating😡
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