Ashley HomeStore

Buyer beware. Customer service is nonexistent and damage goes unresolved.

I purchased a sectional which arrived damaged. The delivery men told me that they would let the store know , but that they would leave the damaged piece so that we could use the sectional while waiting for replacement.

The next day we had a customer service rep call us and ask us to take a picture of the damage and then text it to her. We did. And then we heard nothing until I called customer service to ask what the status was.

On November 22 I called and was asked to email the pictures. I stayed on the phone with him until the rep confirmed the images had arrived.

December 15 I called because I still had not heard anything. When I explained the issue the woman who answered the phone put me on hold for 13 minutes before I eventually hung up. I called back and was connected to the gentleman I spoke with on November 22. He informed me that no one had told him how they wanted to proceed which is why nothing had happened. After back and forth conversation where he told me that it would be 4-6 weeks for a replacement to be ordered, and I then stated that the delay was unacceptable and wanted to return the entire sectional at this point, I was informed that a manager would call me no later than yesterday, December 16, 2016. I did not receive a call.

I am extremely unhappy with Ashley Home Furniture in Norman, OK. Other than the single call on the day following delivery when we were asked for pictures of the damage (which the delivery people should have taken if that is a requirement) every contact has been initiated by me. There has been no resolution and the store appears to be unconcerned about my frustrations regarding the damage to the sectional and lack of resolution.

I have purchased several items from Ashley Furniture before this experience but after this experience that trend will not continue. I strongly recommend purchasing furniture elsewhere if you live in the Norman area.