Ashley Furniture Homestore

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The sales process went well - salesman was attentive, but did not and quot;hoverand quot;, allowing us to wander around and look for ourselves. When we had questions, he was almost immediately available. Salesman answered all of our questions, and we finally decided on the pieces we wanted. We told him that we wanted the couch and love seat (a matched set) and a different recliner. We also asked for the throw pillows on the couch and love seat and the salesman replied, and quot;they're included.and quot; The furniture was delivered a couple weeks earlier than promised. However, right after the truck left, we realized they had not delivered the pillows. We immediately called the store, got the delivery department, who called the truck. Truck drivers said the pillows were not on the truck. Delivery department apologized, said they were probably somewhere around the warehouse, and that they would get delievered next week. Then the nightmare began. I called on a Tuesday, asked for delivery, got voice mail. left a message to call me and explained the problem, again. On Friday, I had heard nothing. I called and asked for Customer Service. They said they would order the pillows and have them sent from the factory directly to my house. They called back 5 minutes later and said and quot;sorry, the pillows don't come with couchand quot;. I said the salesman had confirmed that they did. They said they'd have the salesman call me. They actually pretty much acted like it was my fault and they blew me off. By Monday, I had not heard anything, so I called and asked for the Sales Manager. Not available. Asked for the General Manager. Got the Office Manager. Office manager, I think? What can HE do. Well, he solved the problem and got me the pillows the next day. Why couldn't the delivery department or Customer Service do that? I like my furniture. But when I buy almost $3000 worth of furniture, I expect to get decent service, and don't feel that I did. Getting a sales problem solved by the office manager? Who the heck does that?

Our experience was okay. They haven't delivered the furniture yet.