We recently purchased furniture for my son from Ashley. The experience in the store up until purchase was fine. I must say, they do have a nice selection and reasonable prices. That said, once you have purchased, you may be in for a customer service nightmare.
We used Ashley's same as cash promotion. We were waiting and waiting for credit approval...they said it would take 5 minutes. Well, after about 40 minutes, they realized that due to daylight savings time, the credit office was closed. They asked us to drive all the way back the next day promising it would only take a few minutes. We were there an hour because they were so busy.
We were told our furniture would take 5 weeks to be delivered (they tell you that after you start the purchase). Our furniture was there in 5 weeks, but they forgot to send the bed rails and the knobs for the dresser. Without bed rails, you cannot use the bed. They delivery men had already assembled the bed in my son's room. After calling customer service and the store sales manager, the best estimate we could get is 3-5 weeks. So, my son was without a bed for 3 weeks. No one would help us and they didn't even knock any money off for their error. All this calling around wasted a lot of our time and that bothered me a lot since my husband had been in Iraq, then in a military hospital for 18 months and was home for a few weeks only.
Once we finally received the bed rails and had the chips in the furniture fixed, we were only waiting on the knobs, which had been promised to be delivered within 5 weeks. I just called since it has now been over 5 weeks and was told the knobs are on back order and wont be available to ship until August. Ashley told me they don't call people to let them know, they wait for the customer to call. So, for furniture purchased 4-25-05, I still do not have the complete order. I think Ashley's system is not good at all. The store manager doesn't have the ability to get a rush order to a customer. They don't offer any discount for their errors and they will not void your contract even though they breached it. You have no recourse. They do not care.