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  • First off, I had a great experience in the store itself. The salesperson BJ was just the right degree of helpful and knowledgeable. Even when I had to return the sofa I'd purchased it was easy and helpful. I would give this experience a 5 star rating as I'm very picky about sales people and shopping for big items like this. I felt no pressure but just the right amt of assistance. Where Ashley loses me though is their Customer Service Dept. which is in a separate location than the retail store. They NEVER as in NEVER answer their phone. Their automated system makes you sit and wait on hold for approximately 10 minutes only finally telling you to leave a message and someone will call you back. Then you receive a return call basically saying "we are returning your call" so you can't negotiate things like setting up a date for a sofa delivery. Also they won't give you any kind of window so if you are a person who lives alone you basically have to take an entire day off of work to wait for a delivery. For a return on the sofa I'd selected, it ended up taking nearly TWO MONTHS to get the replacement sofa. They did let me keep the one I was returning though so I had something for my family to sit on during the holidays but two months seems a long wait for something they have on their showroom floor. All in all, I'd refer people to this store and go back if not for the horrible way they handle any kind of customer service issues which totally has killed my buzz on the store. Sad, because I am particular about where I shop and was very excited about finding a good furniture store.
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