Ashley Store + Outlet — Attraction in Town of Poughkeepsie

I would like to express in detail the dissatisfaction we have with an Ashley's Poughkeepsie store associate and the delivery personnel on our recent order.

Store Purchase Experience.......Our initial interaction was with Christopher Everhart in the Poughkeepsie NY location. We were shopping for a new modular living room set. During our 1st contact with Christopher Everhart, he was friendly and helpful. We scheduled a so-called follow-up "VIP appointment" with Christopher Everhart for the following week at 3:00 PM, on Monday December 23, 2024. When we arrived on December 23, 2024 Mr. Everhart was not in the store. We were told he was out to lunch. Another Sales associate, Adam Brandes, asked if he could assist and we initially declined as our appointment was with Christopher Everhart. We waited until 3:20 PM and Christopher Everhart had still not returned. Adam Brandes once again offered his assistance and we accepted. About 10 minutes after Adam Brandes was assisting us, Christopher Everhart entered the store, nodded his head at us, and proceeded to assist another couple. At no time did Christopher Everhart approach us, apologize for not being there and missing a scheduled appointment, or even thank us for making a purchase close to $6K.

Our interaction with Adam Brandes was top notch! He is much more experienced, extremely knowledgeable, thorough, friendly, professional, and Ashley Furniture is lucky to have him as part of their staff. In our opinion Adam Brandes deserves all the credit and commission for the sale. If not for Adam Brandes' professionalism we would have walked out and purchased furniture at one of the many other competitors in the area.

Day of Delivery......Delivery date was set for January 14 2025. We received email and text notifications with a delivery time window. The Delivery driver arrived on time and as scheduled.

As the driver attempted to park curbside, on the street, he hit and broke limbs on my neighbors tree. I approached the 2 delivery guys and explained that the doorway and every piece of the modular set was measured in the store and would fit. I further explained that 2 of the modular units must have all the pillows and any bulky packaging removed to fit through the doorway. The drivers completely ignored me and said they would not fit. One driver called Ashley customer service and told customer service that 2 units would not fit. I was handed the drivers cell phone and customer service started to tell me about the policies of not accepting the order, some sort of restocking or non acceptance fees, and a bunch of other details that would not solve the immediate problem. At this point I told the drivers to bring the 2 units inside, which they claim would not fit, and we would unwrap and carry them up the stairs to the den ourselves. While the drivers unwrapped the other units, in the den, we unwrapped and carried the 2 remaining units up the 2 flights of stairs into the den. We had absolutely no issue getting them through the doorway and into the den. In our opinion, your delivery drivers were unprofessional, lazy, and lacked communication or understanding.

The entire experience from Ashley Furniture, except that of Adam Brandes, was subpar and not in line with the image Ashley represents itself! We hope Ashley can better train their staff and delivery drivers so that other customers can have a better sales and...

I have been shopping at this homr store for the last few months and through their online portal. I have not had a bad experience, there were times I was not happy, but I tend to overlook it until I get the end product. This time this was not the case; I made a purchase for a dresser and it has been a complete nighmare. They tried to deliver me the item broken and they tried to stop me in looking over the item completely to make sure everything was okay. After telling them I am allowed to look over the item to make sure all is well, I took noticed right away the dresser had scratches along the sides and bottom, the back of teh dresser had screws coming through the back which tehy said was normal, but then the bottom drawers came apart completely once I pulled it out.

They tried to bully me in keeping the dresser and it took calling my husband on the phone in the midddle of his meeting for them to back off so they can take back the dresser so it can replaced with a new one. In the process of receiving a replacement one, I was put in contact with my home store Poghkeepsie and I kept receiving unsatisfactory answers in regards to receiving the replacement order. I never throught it was possible to have the same item be rescheduled for delivery three times and canceled by the company all wihin the same week. I was already unhappy for we are going almost 4 weeks since the original purchase date and all I wanted in Ashley calling me is a refund.

To get a refund is a nightmare, even though items are being sold by Ashley it comes through a third purchasing party which they make you jump hoops to speak with them; which is still not a success. It took talking to five agents after receiving the third cancellation on their end to be told they will only refund me a portion of my order, when I asked why is this be if I was inconvenience in receiving the order which they delivered broken and took back. They said they need to pay the drivers for attempting to deliver the first item which once again arrived broken. I dont understand how they want to be put on me when I purchased the white glove purchase is to be given a item in good condition which I can still use; but didnt. The company is a scam and robbers; they will do everything in their power to not refund you and beware they will not give you ypur money completely.

The store knew I purchased my first house and have been shopping for a new room to furnish every month. I am disgusted with the quality of service and will prefer to take my shopping to another store which will not give me the problem. Now I have to wait to see the amount I was refunded to complain to my bank and at the end of the day I will have no dresser and all my clothes are still on the flor. Thanks Ashley for not even attempting to really assist and I could have purchased another dresser instead with you, but were...

A Mother's Day Ride... We decided to check out Ashley's to see if they had any sleeper couches that we might be interested in. At the door we were greeted by Giovanni who immediately asked if we wanted a wheelchair for my 88 year old Mom. She said YES that would be great and before we knew it, he whispered something in her ear and I hear another YES and off they went. Not that buying a sofa sleeper should involve squeals of laughter from an 88 year old woman, but indeed it did. Giovanni took us (per request) to the clearance section first of the sleeper sofas and we saw a beautiful blue leather one that we loved. He opened it up and I looked him up and down and asked his weight (lol he answered honestly) and then I asked him to lay down on the couch and describe what it feels like. He was SO honest in saying he felt the bar and we talked about options we could do for this. Listen, it wasn't the end of the world as it's an occasional sleeping space , we totally appreciated his honesty.

We decided on the couch and then asked Mom, what do you want to see and she said a new dining table. Just a note, when you reach a certain age, raised (stools) chairs are easier to get up and down on and off -- that's why you see raised chairs in many doctors offices. We found her a cute pub table with four chairs but she was having trouble moving her body and so, we found a similar chair that swivels -- This is going to make all the difference in her life.

The rest of the process (who likes paperwork?) went seamless. Natalie worked with us on payment arrangements, delivery, etc and she was an absolute delight. While Giovanni and Natalie were doing their magic, making sure our order and delivery was handled properly, I had the opportunity to meet Shawnae who answered a few of my questions and got water for us. Of course I had to ask for Mike (Senior Store Manager) as I wanted him to know personally how great his team was.

Honestly, if it wasn't for Giovanni and how kind he was (simple kindness goes a long way) and his playfulness with my Mom and his knowledge of the furniture he is selling, we never ever ever would have made the purchase at that moment. I am not generally an impulsive shopper and prefer to take our time, but this experience led me to trust Giovanni and in turn, trust Ashley Home Furnishings.

Thanks everyone for an easy and enjoyable shopping experience.

Julie,...