Ashley HomeStore

My husband and I visited Ashley furniture in Florence Ky on Sunday 4/23/23 looking for recliners. We met with Wayne which was extremely helpful in directing us. As we had found two matching recliners that fit our needs, we saw a back room with discounted items and decided to take a look. There was a mattress that was marked down and had asked Wayne if that was the best price they could give. Wayne stated he would ask his manager if there was anything they could do. When Wayne returned he had a smile on his face and showed us the deal the manager had given. The invoice was marked zero for the mattress and then there was a second invoice for the price of the two chairs and delivery. When looking at the manager deal, I questioned it. Wayne stated that he has never seen this happen, but this is what the manager gave. He stated the only stipulation was that it could not be delivered with the recliners, that we had to pick it up ourselves. He also stated that there was no warranty. We again questioned it but was extremely appreciative. When we got to the counter, we paid the balance in full. Wayne went over every aspect of the deal from the purchase to the delivery and also the pick-up of the mattress. He stated he would be off the next day, but to bring the invoice and we could ask for the manager. The following day, Monday 4/24/23, around 4:45 in the afternoon my husband received a call from the Manager, I believe his name is Ryan, stating there was a glitch in the system, and he could not honor the deal. He was very rude to my husband and stated he could not just give furniture away. My husband explained that we did not ask for that nor was it expected. My husband told him to cancel the delivery and refund our money. He stated he would do so. When I got home, my husband was concerned that he may need our card # for the return so we tried calling the store. We could not get through to the store as there was a recording that kept directing us to prompts. We decided to go to the store. When we got there, we showed our paperwork to the girl at the desk and asked for the manager. She told us to stand in line that we would be next. The manager was talking to two ladies in a very condescending tone telling them that he gave them the best deal possible and going through their paperwork with them. The ladies seemed very confused and unhappy. Then was our turn. My husband asked for our account to be credited. The manager stated it would be 3-5 days before they could credit our account. My husband stated that we were not the ones that backed out on the deal, and we wanted our account to be credited. The manager in the middle of the store, with other customers around, loudly stated that he could not just give furniture away and that it was a glitch in the system. To be clear, we never asked or expected anything for free. We simply asked if that was the best price we could get. They came back with the offer, that we questioned several times. We had every intention on buying the recliners as well as the mattress. We did not appreciate being treated the way were in front of other customers. There were three unhappy customers at the same time we were there. Today 4/26/23, we still have not had our account credited. My husband has been in sales for many years and would never treat a customer as were treated. It was very insulting and inappropriate. This could have and should have been handled very differently. This man was very rude and disrespectful not only to us, but to other customers. I would never shop at Ashley furniture in Florence and will definitely not recommend it to anyone.

Terry (Derek) McPherson

6972 Lucia Dr

Burlington Ky 41005

order#0423332ZJ67A