Ashley HomeStore

On August 3rd 2020 I went in to the Idaho Falls, ID location and purchased a couch, ottoman, table and chairs. At the time of purchase they told me it was going to be about 3 months before they could get the items in due to Covid. I also lived in Jackson, Wy at the time of purchase and was charged a $200 delivery fee which was understandable. I never heard from anyone regarding my purchase so I called in to check the status and found out they had received my couch and my kitchen chairs a few weeks prior. I was really frustrated because I didn't have a couch of my own at the time. I was borrowing one from my husband's boss which was horrible. They told me I should wait until everything came so I didn't have to pay separate delivery charges but at the time I was willing to do since I needed it so bad. They also told me my table was on the way. A few weeks before Thanksgiving I still hadn't heard from anyone so I had to be the one to call in. I told them I needed a table for the holiday's or I needed to get refunded my money so I could go buy one somewhere else because I didn't even have a table. We were having to use a coffee table the whole time and mind you I have a 2 yr old. They told me I would have a table one way or another even if they have to give me a loner table. The lady told me she would call me back to make arrangements to do so. I never did hear back from her by Thanksgiving so yeah no table for the holidays. I was so upset because we couldn't do Thanksgiving they way we planned. A week after Thanksgiving I had to call in again just to find out they did receive my table a few days before Thanksgiving but they failed to deliver it. I was furious but what was I to do at that point. I had a family emergency and moved back to Idaho Falls right away but didn't have a place to live at the time since the move was unplanned. I asked them to hold onto the table for me because I didn't have anywhere to store it. After a couple weeks of it being in the store I got a call saying I needed to figure something out because they didn't have the room to store which made me mad because they made me wait and did nothing but give me the run arounds. Every week since I have called in to check the status of my ottoman and every week they said it was scheduled to be here the following week. I waited and waited no ottoman and no phone call so I called in again. I called again yesterday to find out it was going to be another 2 weeks before it came in. I told the lady I am about to say the heck with it and asked the lady how they were going to make this right. I asked if I could just get refunded my money or at least my delivery fee since they no longer had to deliver it to Jackson. She told me she would talk to Paul and someone would be giving me a call back. Paul was the one who ended up calling me back. He told me they could give me the one off the floor that it was in good shape and still would be covered under warranty. I told him I paid good money for a new one and would he be willing to refund some of my money. He said absolutely not but he was willing to deliver the one he had for free. I said I was told there was no delivery charge if it was local but he lied and said there is normally $100 delivery fee even if it was local. It's not my fault everything came in at different times and I way there was no way I was going to pay separate delivery charges. He told me he wasn't willing to make things right and refund at least my delivery charge or even give me a discount on the ottoman from the store. He just kept blaming everything on covid and that I should understand that. I was upset and said fine and at this point I just want a refund on my ottoman. He got mad at me and hung up. I paid good money for the items and I feel like they should compensate me somehow since it has been almost 6 months. I have never been treated so poorly before. I can't believe the lack of customer service they have and that they actually would treat their customers this way. Since I am not getting my ottoman I no longer want the couch that goes with it and want refunded my money for the couch too and just take my business somewhere else that treated their customers with respect. Why do I want the couch without the ottoman? Plus the couch is by far one of the worst couches I have ever sat on. I don't understand why the one in the store was so amazing and comfy and the one I got was hard as a rock. Not only is their customer service horrible their product is deceiving. I just want someone to make this right. I want refunded the money that I paid because of the quality of the couch and the fact I still haven't received my ottoman. Any other company would be willing to make this right and not treat their customers who paid good money for a product the way I have been treated. Not once did they ever call me to at least inform me there was delays. I had to be the one to call in to get updates.