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January 2024 by Angela Hugi
After 6 weeks, my sectional was delivered, it had a big streak along the one cushion almost like a grease mark and marks on the back, the men who delivered it said ashleys would clean it, so my mom signed for it, now I'm waiting another 4 to 6 weeks to have the fabric delivered to me and then for them to come fix it, this is unexceptable, that I have to wait this long for my furniture to be fixed. I am pissed
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January 2024 by Chris H
If you're looking for a great salesperson, ask for Lauren. She helped us find exactly what we were looking for and made the transaction very simple! Highly recommend!
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January 2024 by Tina
I bought a sofa and love seat and had them delivered after a six week wait on 12/26/23. They were both delivered with stains. I showed both to the third party delivery guys. They asked me to sign. I said I did not want to. I do not want stained furniture. They told me I had to write on the paper where all the stains were, sign and call Ashley Store. So I called them as the men left. Ashley told me I need to send pictures and their repair team will get back to me. I said I want replacement. They said it isn’t how it works and I need to wait. Next day I still heard nothing and I went into the store to talk to manager. She said I should have rejected delivery. I said I told them I did not want to sign. They told me my only option was to write down the problem. I then asked to have new furniture ordered since it takes a good six weeks to get. They said no I have to wait for repair team to call. I asked if they could call now. They said they don’t have a direct line they can email. Several days later I get a call while in the doctor examine room with my daughter. I asked if they could call back in 30 min. They assured me they could. They did not. So I called the number back. The guy that answered said he can’t help me as I have to talk to the specific technician that called me. So I called Ashley again and asked them to connect me. They said again they can’t. They will send an email and will take up to 72 hours. I asked again for them to order my new furniture. They said they can’t until repair team comes to my house. Several days later I again get a call from the same repair team number. I answer but there is no one there. Today I called Ashley again and was very upset. I want a new sofa and love seat ordered. They refuse to help. They said they will send repair team another email and will take up to 72 hours. She said her computer says they have been trying to reach me. Really???? Where are my voicemails on my phone? They don’t exist. I have a call history and checked to make sure voicemail works. I’d give them 0 stars for their 0 ability to solve problems if I could.
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January 2024 by Laura B.
Worst customer experience at the Lancaster Ashley Furniture. My fiancé and I were shopping for living room furniture for our new home. We decided on a sofa, love seat, and coffee table that were all floor models. They had informed us that we could have everything delivered through their "new system" and someone would call us to set-it up.When they called, we were told that we couldn't have floor models delivered. Then, the manager got on the phone to tell us that we could - but she had to figure out the "new system." No call back days later - had to follow up. The manager had not heard anything on delivery dates via email yet so she asked if I wanted her to call to the delivery company to see if she could get us a delivery date. (Of course I want her to call...that's called good customer service.) No one knew what was going on - not even the manager. Unsurprisingly, the chaos persisted, and they were unwilling to compensate for their mistake. Frustrated, we demanded a full refund, but the manager and team displayed very little sympathy. This store desperately needs better management. Would not recommend - plenty of other places to shop for furniture that has better customer service and delivery!!
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December 2023 by Laurie Nelligan
We purchased a new bedroom set. They delivered and put it together. The box spring they brought made the bed so extremely high we can barely get in it. We looked at the frame to make sure it was put together correctly and it looks good, so the only thing it could be is an incorrect box spring. We know the bed was not like this in the show room. We called the store and we were told there is nothing they could do for us since we didn't send it back with the delivery people. We are stuck having to buy a low profile box spring or a piece to put in its place of the box spring.
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November 2023 by Debby Hoke
I purchased a bed, nightstand, mattress, and mattress pad at this Lancaster location for my daughter. I was told by the salesperson when I ordered it that, “your order will be delivered “. This was perfect, as I don’t live in Lancaster. On delivery, I was informed that the mattress pad, is not included in delivery, and that the store would contact me to pick it up. On receiving the call, I asked if it could be mailed to me, as I did not live in Lancaster and it didn’t make sense for me to drive there solely for a mattress pad. I was simply told “No” they would not do this. As such, I requested that they refund that portion of my payment, and I would just purchase a mattress pad online, to which I was also told that the only way they would refund me was for me to drive into the store and give them my credit card. Next, I called customer service, who “escalated” the issue and was to call me back to me in 24-48 hours. One week later, when still I had not received a call, I called again, and was told, “It doesn’t matter what our employee told you, our policy is that we don’t deliver mattress pads, and we don’t refund credit cards unless you drive to the store”. Ashley Furniture is the epitome of all that is wrong with customer service (or the lack, thereof). I will never again buy from this company, will never recommend them, and will go out of my way to let others know as well!
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November 2023 by Loida Esbri
Lauren was fantastic in helping me select new furniture. She went beyond what I expected to make me feel welcomed & comfortable with my selections. Everything went smoothly & I'm very pleased with service & results.
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November 2023 by Alexis Baddick
We purchased a beautiful 2 piece sectional plus ottoman and couldn’t be more excited for it to be delivered! Paul was so helpful every step of the way, providing tips and details while we searched for the perfect couch for us. Everyone we met in-store (Paul, Bob, and Sunny) were so kind and helped make our shopping experience easy and seamless. We would recommend anyone to come to this location when looking to purchase good quality furniture!
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October 2023 by Sara Riehl
Devin was an excellent sales associate! Everyone was friendly, helpful, and we received an AMAZING DEAL! Will def be back! Thank you!
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September 2023 by Barbara Jones
Paul was extremely helpful and informative. He knows all there is to know about purchasing a sofa. I highly recommend Ashley Furniture and Paul.
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September 2023 by Dave Shank
Excellent shopping experience. Over-all we had Great customer service, along with top quality furniture that we have purchased. We will definitely shop with Ashley Furniture again. Our sales rep( Sunny ) was very professional with a pretty cool personality. She definitely made shopping here a lot more enjoyable. Thank you again for you being very pleasant to work with! :)Dave & Tina
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September 2023 by Melissa Mi
Bob was very helpful from the start. However, after that things were not so great. We had checked out some other places and later in the day we went back. We were looking for a new bed as well as a new mattress. Bob and Sunny were helpful with us in that process. Unfortunately, when we decided we wanted to go home and think about it we got negative attitude ( very blatantly, literally heard the huff and puff ) and even though they offered to send us pictures so we can match it home we never received them. We were going to purchase from there. It was just a possible change in piece and additional pieces. But, after the attitude we received. We have decided to purchase elsewhere.
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August 2023 by Amy
We purchased our entire kitchen dining room set with matching server, office desk & chair, as well as breakfast nook table from Ashley & it was a great experience! Mara (Customer Service Rep) was patient & very helpful as we searched for a dining table set without upholstered chairs. She helped us find the perfect set for our rental home. Sunny (Sales Associate) was also incredibly helpful & friendly. Thanks for making this task simple!
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August 2023 by Katie M
Came from a bad experience at another store and left Ashley Furniture super happy and satisfied with the products we picked and customer service we received. Absolute 10/10 - Lauren who helped us was so great and knowledgeable. Delivery went very smoothly and quickly, definitely worth the extra charge. Totally recommend to anyone looking around for any furniture.
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August 2023 by Shane Schelling
Place is always super clean, great floor set up!! Sales people are always so nice an welcoming!! Great general manager named Bob!!! I advise people to not listen to these bad reviews, I had nothing but good things happen when I shopped at this Ashley furniture!!
