As a Ashley customer, I will not purchase nor recommend their services to any other person who may be need of procuring furniture.
The bed frame was finally delivered after 10 months. We asked the delivery to come after 3 PM, 3 different occasions. The delivery came at 1:20 (at least they called ahead of time- even though that was not the desired time agreed upon by both delivery service and the customer) and that was after being 1/2 an hour late.
As far as customer communications - We had to physically go in to check the status of our order over the duration of the past 10 months (we went in about 4 times with receipt in hand). Only once, have we received a call about our order status- and that was a result of my own efforts because I previously contacted them to tell them that they need better communication with their customers- instead of having their customers physically reach out to them on numerous occasions to determine order status. Luckily, they reached out to us telling us our order was ready.
On one occasion, while I was in their store, asking for them to send me an order update in the future, there was another customer expressing the exact same concern.
It is not the product that warrants a one star review, nor is it the long lead time. I understand inventory and the supply chain are a concern for a lot of companies in the industry. That's not what warrants a review.
It is simply for the lack of transparency and accessibility for your customers. Is it really that hard to call up your customer on a once a month basis to describe the order status? After you had failed to deliver months past the quoted date, which mind you was THREE WEEKS after purchase?
new appended review
Lo and behold we deconstructed our bed frame to move and were disappointed in what we found. They used a torque bit for installation which stripped most of the bolts, in addition to not having 6 bolts (missing entirely from the frame).
We went into the silverdale location where we had bought the frame. They wrote down that we needed them to order new bolts after they denied refunding our delivery fee of 200 dollars for complete garbage of installation.
Hopeful, we waited to hear back from them. No response. Three weeks later I called the office and they said they had our note but it was never processed and that this issue was out of their control. They gave me a corporate number to call- which I have given up on after such horrific service.
Now we are left with a bed frame and stripped/missing bolts that Ashley will not compensate us for. Mind you, bolts are inexpensive but it just shows how devalued the customer is and a great lack of accountability on their part to fulfill basic customer needs.
new appended review
We went to the Ashley furniture in Bozeman, MT and described to them our situation. They gladly ordered the bolts on the house to redeem such a horrible experience. They were kind and considerate- something entirely lacking of the Silverdale staff. I guess not all Ashley furniture stores are bad- but will never recommend this location to anyone.
