Ashley HomeStore

On 3/4/2023 We purchsed 2 of these barstools, and a sofa however it was in two separate transactions as we saw the barstools on our way out of the store. The sofa is scheduled for delivery and I picked up the barstools from the New Braunfels distribution center. The stools were partially wrapped in cellophane and when I got home I began to unwrap them. The base of one of the stools was covered in a thick layer of dust- no problem I thought. As I know it had probably been in the warehouse for a while. However once I unwrapped it I noticed that the stool was missing the lever to raise and lower the stool, as well as the base had some scratches in the crome and the pole of the stool had dents. I called customer service multiple times- I told them that I needed these stools for an event this weekend. After Your customer service lines being shotty and bad connections a couple times someone told me they would have to schedule a tech to come and inspect them, then determine what action to take. I need these for Saturday and asked to speak to a supervisor, who the first time I was told was on a call, and would call me back (I'm still waiting on that phone call by the way), I called again and after being on hold for 30 minutes finally got another supervisor who refused to do anything to help other that say she could schedule a tech to call me within 48 hours. She was rude and finally I told her to schedule it but to expedite it. I asked for her name (which I beleive at the beginning she said Jen), she hung up on me. At which point I called back and now they can not even find my purchase in their system (I beleive "Jen" did not schedule the tech and deleted my information. The person I spoke to the last time said she could not even find my purchase for the barstools and that she would have to reach out to the store to see if this purchase was made. THERE SHOULD HAVE BEEN NOTES ON THIS TRANSACTION FROM THE 4 OTHER PREVIOUS CONVERSATIONS I HAD WITH CUSTOMER SERVICE REGARDING THIS SITUATION. I went to the store to try and get it switched out or taken care of where I spoke with Hayley who was less than helpful- all she did was give me a phone number to call. Refused to do anything else and told me sarcastically to have a nice day. At which point I lost it and yelled back. This has been a nightmare! Very disappointed in the pure lack of customer service!

On May 29, 2021, I placed an order from Ashley Homestore. I purchased a dinning room table with 6 chairs, 2 couches, 2 love seats, and an over sized chair. They delivered my table and chairs on June 11th. The table was damaged. I immediately reached out to the sales rep. I also called customer service. They agreed to replace the table, then they tried to go back on that guarantee. After dealing with customer service and my sales rep over and over, they agreed to replace the table. I was contacted on 06-30-21 to set up a delivery day to replace the table. We agreed to delivery on 07-10-21. On 07-08-21, I was told I had to select delivery for a much later time in July. I told the representative I had already set up a time and that was on the 10th of July. The lady became unprofessional and kept cutting me off when I was trying to tell her about the prior arrangement. The customer service accidently admitted they did not have a table, and when I questioned why they would call and schedule a delivery when Ashley did not have the product, she tried to recant her statement. This company plays games. They are taking your money and not even having the products they sale you. I do not want their table and chairs. I E-mailed corporate, to the manager of the store, and to the salesperson we dealt with to cancel my order, lets set up a time for them to pick up their table and chairs, and give me a full refund. My E-mails have been ignored. I still have a broken table and chairs that we can not use, and I still have not gotten my money back. This company is not reliable or trustworthy. People need to be aware of Ashley Home Store's poor business practices and do not give them your money.