Ashley HomeStore

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OPEN NOW - Closes at 6:00pm

(The one star is only because our salesman Shawn was so friendly and helpful)



I initially contacted the I.Keatings service department on behalf of one of my clients as I damaged his sectional while I was vacuuming. He had purchased the sectional AND another living room set from I.Keatings. I was told by who I now know is the service department manager to send her pictures of the tear in the sectional. I had to do this twice because when I called a week later to check and see if anything was figured out she informed me that she didn't receive the pictures. I'm not sure why she didn't let me know that she didn't receive them as she had my information and my clients information but at any rate she didn't bother to contact me the second time either!! So I went into the service department and was told to bring the damaged part of the sectional in to see what could be done, which I did. This was at I.Keatings for well over a month and I left several messages to check the status. My calls were never returned and I was never told that nothing could be done. I FINALLY receive an extremely snotty message from the gal who is supposedly the manager stating that the couch had been done for 3 weeks and they were just waiting for me to pick it up and get it out of their way!!! How am I suppose to know its ready when no one returns my calls when I leave messages!!! The couch got picked up and "out of their way" and looks terrible! I was under the impression that they would try to match the fabric but it was super glued and is likely ruined!! Once again, this could have been prevented by someone picking up the phone to say that nothing could be done or maybe ask if that was ok. Since the service department does not return their calls, I called the store to speak with a manager. I spoke with Mark Kramer, who rudely interrupted me while I was trying to tell him the issue. He defended the service department by telling me that they are just to busy. He went on to say that he feels that they went above and beyond for me!! I seriously think the couch is ruined!! I have never heard of such POOR customer service!! I'm not impressed and my client is definitely NOT impressed with how I Keatings treats their customers. I have also purchased a large sectional, living room set and dinning room set from I.Keatings. Our wonderful salesman Shawn Schmutzler was very helpful and promptly resolved the issues we initially had with our purchase which leads me to believe that once the salesman does all the work of making the sale and getting the furniture to your house you are completely on your own after that! It's really too bad that the management does not have the same idea of customer service. So BUYER BEWARE, if you purchase furniture from I.Keatings and have any issues, the service department may or may not return your call and per the management, this is ok. I'm in the market for a new bedroom set but since there are SEVERAL other furniture stores in Minot I'm going to take my business there ;)