Ashley Store — Attraction in Town of Hempstead

I actually love my furniture and recommend people to ashley furniture but I was completely outraged with the warranty experience. I spend a $1000 on a 5 year worry free warranty. They show you the selling features and make you feel like it covers everything and then you try to use it. I was never informed at the sale about what it doesn't cover, or what will void the coverage so I can do an even better job of taking care of my $10,000 order or I would have decide not to get the coverage because I find out it doesn't cover anything of any real value when it came to my bed for example. The wooden support leg under the bed broke and I was shocked that wasn't covered i was told. That's basic wear and tear.unbelievable. then it's not like they follow up with I'm sorry it's not covered but offer a solution like we can order that part for you or direct u to the facility in which I can order that part. It leave you with the feeling of we got your money and there is nothing we can do for you. You figure it out.then the warranty bullet points show that it covers cosmetics damage. Then I find out my claim was denied because of accumulation damage. I would also like to add they did not give me the terms and conditions to look over before I made my decision. So my fiancé's night stand hand some rings on 1 corner of the night stand and they said it's not covered because of accumulation. My argument to the individual was there is only one process for fixing the finish on wood and that is sanding the area and re staining and add polyurethane if they are not using a combination poly stain. So what does it matter if it's 1 ring or 4 rings.also I looked up the terms and conditions and found out that you have to report any accident within 30 days but the warranty is good for 5 years and you can make multiple claims. It doesn't make sense. it appears they just add stipulations to make sure they don't have to fix anything. So let's do the math. I have an accident then you send someone out to fix my ring on my night stand and this happens several times across my 5 years warranty how much is that. Verses you coming out1 time and fixing 1 section. I feel tricked because if they gave me all the information so I could make a well informed decision I would have never got the warranty on anything other than my recliner just in case the motor went bad. If ashley is in the business of just trying to get as much money as possible and their staff might have a bonus incentive for selling warranties and they don't care about having repeat customers than they are doing a great job and they should continue their practice but if they have integrity and want loyal customers they should do a retraining with their sales staff to inform customers of what it actually covers,what it doesn't,what will void the policy.let them know u have 30 days to report.let them know of the basic wear tear damage that's not covered that will typically happen especially with the bed frames that use those spaced out legs for support and let them know it's not covered and let them know how they can order it if and when it happens because that will be a common problem. I also called up ashley store in which I made my purchase and explained my situation and was told if that is what the warranty department said there is nothing we can do. I have never took my time to write a bad review before this whole ordeal made me furious.i spend a $1000 dollars on a warranty on $10,000 worth of furniture and I can't get anything fixed. Then when I ask is there a way I could find out what color stain did they use on the furniture so I could do it myself because I actually love my furniture and I would like to put it back to it's original look. I was told to look for a label,look online.i asked is there a way to contact the manufacturing to find out and he had no answers for me other than go to homedepot try match swatches to get it as close as possible.so if the 3rd party did come out how would they match the color? I would have mismatch furniture if they couldn't get it...

The Best Part of This Experience? Buying the Couch. After That, It Was a Disaster.

Our experience with this company has been nothing short of frustrating and disappointing. When purchasing our couch, we made it explicitly clear to the salesperson, Corey, that we needed it before the Super Bowl. He assured us it would be delivered the Friday before, so we were excited and confident in our purchase.

However, the night before delivery, the driver called and mentioned that something seemed wrong with the order—he had never seen two left-facing pieces for a sectional. Upon reviewing our invoice, we realized that Corey had indeed ordered two left-facing sections. We immediately called him to rectify the mistake, and after contacting his team, he offered us two options: Wait until Tuesday for the correct piece to arrive (after the Super Bowl, which defeats the purpose of our purchase timeline). Pay out of pocket for a third-party delivery service because the company does not deliver on weekends.

Why should we have to pay extra to correct their mistake when we had already paid a $250 delivery fee? After further discussion, the store manager, Roy, offered yet another “solution”—we could pick up the correct piece ourselves from their warehouse in Edison, NJ. So, after already paying for delivery, we were now expected to cover tolls, gas, rental and, most importantly, waste our time to fix their error.

Reluctantly, and out of sheer frustration, we agreed to pick up the piece. Roy offered a mere $150 refund for the massive inconvenience, which felt like an insult given the situation.

On Saturday, we drove over an hour to the warehouse. When we arrived, we partially opened the box to confirm the piece was correct—and, of course, it was the WRONG PIECE AGAIN. Absolutely infuriating. The warehouse employee, who was simply following the SKU numbers provided by the store, was not to blame—this was once again a mistake caused by Corey and Roy.

After another round of phone calls and an hour of waiting at the warehouse, they finally managed to correct their error. We were told to return in 15 minutes to pick up the correct piece, adding even more wasted time to an already exhausting process.

In total, we spent four hours dealing with this mess, on top of the additional expenses and hassle of retrieving the item ourselves—despite having paid for “white glove” delivery service. The entire experience was an absolute nightmare. For a $2,500 purchase, we expected professionalism and efficiency, but instead, we were met with incompetence and disregard for customer satisfaction.

This was by far the worst furniture-buying experience we’ve ever had....

Strongly advise against doing business here. The saleswoman, Annastacia, was helpful however every other facet of this business is managed incredibly poor. Aside from the fact that the location is filthy— the manager is slimier than a used car salesman.

I purchased a floor model bed frame over 3 weeks ago. After the purchase, when preparing to bring it to my car, they “discovered” that they don’t have the bed frame, just the head and footboard. Long story short, I had to come back a week later for the rest of it. Not the end of the world. I get there and now we discover the hooks are missing from the sideboards. So I’m once again asked to return once those are in. Now another week goes by before I have to check back in and it’s explained that they never ordered the hooks. So now by the time the hooks are in, we’re well over 3 weeks, really a month, from my purchase. Pretty unacceptable.

For whatever inexplicable reason I still was willing to pursue further business with them because I wanted a couch. In one of my three visits to the store to pick up one item, I’m told they can price match from anywhere that will ship to me. Their couch (on visit one and two) is listed for about $750. I find it online at a place that’ll ship it to me for $550. So on my THIRD visit, I attempt the purchase. (They now marked the couch up to $999 in time for their Presidents’ Day “sale,” total scam artists). They tell me that “one week ago” their policy changed and they now only have a pathetic list of vendors they’ll honor. They offer me the two couches for something like $1300. If they price matched like they originally told me (mind you I would’ve made the purchase before the “policy change” on my second visit if they had the inventory they promised me would be there), it would’ve been $1100. Fine, not a tremendous difference. However, w the delivery cost and tax, which they previously mentioned they’d “cut me a deal on,” after wasting my time and screwing me over for a month, essentially indicating free delivery, which I would deem appropriate, the best they can offer is about $50 off of an inordinate $270 delivery free. So we’re looking at $1650, when it should’ve been $1300. Their behavior is shady and snakeish. I won’t be doing business with them again and I advise you follow my lead. Poor organization. Corey and Annastacia are good people, the manager...