Ashley HomeStore

Reviews 4

SO

Sonya Bradley

Im going to have to admit I was not enthusiastic about furniture hunting because of previous experiences with pushy customer service representatives with limited knowledge about the product I was interested in. At the Secaucus store, Elvyn and his incredible team made my shopping experience a total pleasure. When I informed him I was only browsing, he respected my space and permitted me to do that in peace. When I had a question about a specific piece of furniture, He had the knowledge and expertise to assure me of the quality of the furniture and the commitment of the company to stand behind the products they were selling. Such unbridled professionalism that I never expected and the thorough knowledge of the product from exact measurements to what type of materials were used to construct it amounted to a very impressive experience. Once I decided on the pieces I wanted it was literally seconds on the qualification and paperwork and I was enjoying refreshments while I waited maybe five minutes to sign the paperwork. I do not impress easily and certainly was not expecting the outstanding customer service and treatment I received that day. The furniture arrived on the day it was promised exactly within 10 of the time it was expected with proper communication from start to finish from the warehouse to the delivery personnel. They were wonderfully attentive to my home and took great care to rapidly assemble everything and place it exactly where I needed it to be. I felt like I was the only customer they were seeing that day but there truck was full. Thats how courteous and attentive those gentleman were! When they were finished, they took the time to ask if I was satisfied with everything and my all time favorite, "Is there anything else I can help you with today, Mam?" When I said no, everything was perfect, they thanked me for choosing Ashley Furniture! AMAZING! I believe they have taken a page out of the premier book of customer service and certainly delivered way more than was anticipated in the experience and the quality of their furniture. I have been to the store twice since my living room purchase looking for wonderful pieces to add to my dining room and bedroom. Elvyn always recognizes me and my family with a handshake and a smile and when he says, "Ill be happy to help, if you need my assistance," I know he means it and is totally capable! I will be shopping at this store for all of my furniture needs for a very long time. They have my utmost respect and appreciation.

---

NI

Nikita Grant

Worst customer service experience. Everyone is helpful until something goes wrong and you ask for a refund! Purchased a sofa online and the site said expected delivered in 2-3 weeks which was a perfect time frame for me. They called and wanted to set it up for within a week and I had to postpone due to renovations in home. The day before delivery I measured my doorway and realize that the Sofa may not fit. I called them right away to express my concerns and see what my options were. They didn’t seem to worry and express that the sofa was already on the truck and the delivers would figure out how to fit it through the door upon arrival. No mention of liabilities or policies. THIS IS WHERE IT WENT DOWNHILL. Delivers came to measure the door and confirmed my concerns and despite once again confirming it, was told to bring it up anyways by their supervisor and take a picture as proof. Worst idea ever because I live in a 5 floor walk up. So not only were their time wasted but they continued to waste my time. After 2 HRS they decided to take the sofa back to the store and I spoke to Andrea in customer service and relayed my concerns about returning my refund on the delivery. She said they shouldn’t be a problem. Everything seems fine until it was actual time to receive my refund on the delivery fee. When another customer service rep finally called me back they told me I couldn’t get refunded despite expressing my concern and trying to stop the deliver the day before. I spoke to the supervisor and she was so FLUSTERED by my questions she expressed that she “CAN’T EVEN TALK”; she was RUDE and ABRUPT with me . I asked to escalate the matter and she basically told me that was not an option and that is the policy because I denied the measuring services when they called 2 WEEKS prior to set up the delivery. Jackie (the head supervisor) couldn’t even confirm the price of the sofa with me and was so irrigated that I was asking these necessary and reasonable consumer questions. Between contacting financial and their corporation they made me FEEL LIKE I WAS BEING A PAIN FOR ASKING FOR A REFUND. RUDE! NEVER AGAIN ASHELY FURNITURE, NEVER AGAIN.

---

A

A Private User

I WILL NEVER PURCHASE ANYTHING FROM ASHLEY FURNITURE AGAIN - EVEN IF THEY WERE GIVING AWAY FURNITURE FOR FREE! As the reviewer wrote above, they are meticulous when it comes to selling you merchandise but when you need their help they are absolutely INCOMPETENT! We purchased a rather expensive desk and chair back in July 2009. When the chair arrived several months later, it had a slight cracks in both arms. Since it took so long for the chair to arrive, my husband dealt with it until the base on the chair completely broke. At this point, you couldnt even sit in the chair without falling out of it. I contacted them in December and they said they would send someone out for an inspection the following week. The service technician called the night before to confirm the appointment but never showed up. My husband called him later that day and he told my husband to take photos of the chair and email them to his cell phone. After the service technician reviewed the emailed photos, he told my husband that the chair could not be fixed and that he would fill out the paperwork for us to get a replacement chair. Several weeks passed and we still had no word from Ashley Furniture. I contacted them and they said a technician has to inspect the chair. On January 5, a technician came to our home and said that he couldnt fix the chair either and that he would file the report with Ashley Furniture for us to get replacement parts for the chair. I followed up with Ashley Furniture the following week and they told me that replacement parts had been ordered and were going to be shipped to my house and then a technician would come back to our home and fix the chair. I would have never known to expect a delivery of these parts unless I contacted them!! Nevertheless, we NEVER received any replacement parts! I contacted them on February 16 (almost a month later) and was told you have to call the Protection Plan folks to replace your chair and not us. Whattttt?!? They have continued to pass the buck and contradict themselves with every phone call I have had with them. All I can say is BUYER BEWARE!!!

---

AL

Alexander Pereyra

My mother and I both wanted a new dining table so we decided to buy one at Ashleys furniture. We go to the store and purchase a beautiful rustic dining table that had a bench. The lady who helped us with our purchase was very nice and all but when we get our table 2 days later its all scratched so we refused it. Then the store said that they would give us a new table. But I guess they forgot to actually change the table that they were gonna bring us so they gave us the same scratched up piece of junk. My mother missed 2 days of work waiting for that table. It is really unfair and irresponsable of the store. But dont worry they are sending us a new table and they are removing 100 dollars from what we paid. In the end its a win win because they also gave me free snacks . But it was still a very time consuming experience and if you are going to buy at Ashleys furniture let the people who are selling to you ,know that you want your furniture in good condition. Because the store sample was in better shape than what they sent us. So I am glad that we are getting a discount and a new table. It really is pretty.

---

---