Ashley Store — Local services in Avon

We were apparently sold a lie, and customer service has been anything but helpful after speaking to about 5 different people and transferred to incorrect departments. We went into Ashley in Avon, MA and told the sales associate that we couldn’t purchase our furniture that day, because we were in the extremely stressful process of closing on a new home and could not make big purchases or hit our credit before we close. When we asked if it was possible to place furniture on hold (Jordan’s furniture, while significantly more expensive, offers a really easy and convenient $100 down to hold your purchase and ensure it won’t hit credit when buying a home. Obviously regretting going with Ashley…) the sales associate said it’s easy and we can just apply for SNAP, acknowledged that it is a total rip-off, but that it wouldn’t hit our credit and would essentially “hold” the furniture. Then once we closed, we just would have to come in before 3 days of the delivery and switch off of SNAP to the 12-month financing option. Made this seem like the total norm and a really easy process. We came in to the store (not very close to us btw) right away after closing and the person at the desk was somewhat standoffish and seemed confused why we would want to switch from SNAP, as if this was very outside the norm, which immediately gave us pause, though she did continue to help, but it would be a complicated process. So we hit our credit & got approved for the 12-month financing (this wasn’t a concern, we just couldn’t hit credit while in the process of closing on the new house). She then said she had to “move fast” so we wouldn’t lose our delivery dates & times, which again we had no idea that was a risk with this option. Then, after all of that, she said she would have to call us back within 2 days (Friday or Saturday) because the switch from SNAP to regular financing required sign-off from a different department that she needed to email, and then we would have to again return to the store. Saturday rolls around and no call backs. So we call. Again, absolute confusion on their end. Finally spoke to someone else at the store, who said they needed to send another note as a priority to get a response and would call us back the same day. We asked for a time to expect a callback but she said she couldn’t commit to a time- terrible customer service skills (and my literal job is a customer experience specialist where I review surveys submitted by customers, so I live in the world of customer service). Again, no callback. So, we call again after giving 6 hours, and get passed around to multiple representatives and departments, at one point somehow they connected us with Cardis who was as confused as us. Finally got another person who just said the same thing- we have to send another “note” as a priority. Come on. Get it together. 3 days before delivery is TOMORROW which we were told will lock us into SNAP, which again even the sales rep told us was an awful option and a total rip off. We are currently on hold for about 20 minutes with someone who is identifying as some level of management who is literally just as bad as every other person (20 minute hold is beyond unacceptable, I truly think they just want us to hang up). We just made one of the biggest purchases of our lives, buying our first home. We then were excited to furnish our new home, but instead are sitting here amongst boxes as I work to move into this new house, feeling more stressed, frustrated and disappointed than ever. Ashley, recognize that you are dealing with people making big purchases and should handle your interactions with care. It feels like we have a bait & switch on our hands. You’ve now hit our credit, we are feeling stuck, and not a soul at your company seems to care. I hope you read these reviews and are horrified at the treatment your customers are getting, bc I’m seeing this isn’t unusual. I can only hope this will be resolved, since our credit is already on the line and we are about to move into an unfurnished house....

I am only giving a one star because there isn't anything less to give. My sister and I initially took my mother to Ashley Furniture in Avon, MA on 12-10-23 to purchase a sofa. Our mistake was, we never looked at reviews which would have told us how horrible they are. My mother purchased a loveseat and sofa which totaled $2015.43. A few weeks later they were delivered but didn't fit through the door, so the delivery guys returned it. My mother and I returned to the store on 1-6-24 and this time purchased a sectional which would better fit through the door since it comes in four pieces. The sectional was a little more expensive, so my mother paid an additional $548.32. The sectional was delivered on 2-10-24 and by that time my mother had travelled out of the country, and I was out of state and my sister went to let the delivery guys in the house but because she wasn't there for the purchase of the sectional, she didn't realize the wrong sectional was delivered. I didn't get a chance to go to the house until the following weekend and noticed the mistake and my sister and I went back to the Avon, MA store to inform them of the mistake. After showing the salesperson Jeremy the picture, he confirmed that it was in fact the wrong sectional which was delivered. The store manager Mike Kimbro indicated that because it had been past 72 hours since the delivery, he needed to send an email to the company to see if they would do an exchange and he stated he would call us within 48 hours. After 48 hours had passed and we had not heard from Mike Kimbro, I called the store and he stated that they would need to inspect the couch before doing an exchange. On 3-13-24 they went to inspect the couch and exchanged it for another; my brother went to let them in since I was at work. The picture my brother sent me was of a different color three-piece sectional. My sister and I returned to the store that same day and learned that Mike Kimbro took it upon himself to put that order into the system without speaking to us. We also learned that he added a 5-year protection plan which we did not ask for and put in a store credit for $311. His staff called him via telephone, and he agreed to take off the 5-year protection plan and now there was a difference of $588.18 which we informed him we did not want in store credit because we will not be purchasing anything else from their store. Longer story short we agreed to keep the sectional due to all the confusion, but they have yet to reimburse the money for the difference. They claim the bank will not allow them to put the money back on my mother's bank card, and it has now been two weeks where they keep telling us their system is down and they cannot view the email from their payment department to see if they approved sending a check. Mike Kimbro has been unprofessional through this entire ordeal; he has taken zero responsibility for the mistake he and his staff made. He has blamed us for "choosing the wrong couch", thrown his staff under the bus, and given us nothing but attitude. We even spoke to the district manager Jeff during one of our visits to the store and he gave excuses for Mike Kimbro's behaviors, stated he would follow up with us himself within 48 hours and it's been a few weeks and we have not heard from him. Also, when we showed Mike Kimbro a picture of the couch, we thought we purchased in the store (light brown/tan), side by side with a picture of that which was delivered (light blue) which is clearly a different color and his employees agreed to it, he stated that it was the same couch, and the difference is the "lighting". Please take a look at the two pictures and tell me if that's the same color?! I would not recommend Ashley Furniture to anyone, especially the Avon,...

Terrible Experience with Ashley's Store in Avon City, MA

I must say that my experience with Ashley's store in Avon City, Massachusetts has been nothing short of a nightmare. Two months ago, I made a significant purchase from this store, which included a couch and a coffee table that I was really looking forward to having in my home. However, the excitement quickly turned to disappointment. The couch that was delivered to me was not just damaged; it was ripped, and the quality of the item was abysmal. It's beyond me how Ashley's store could allow such a shoddy product to leave their warehouse in the first place. But, it gets worse – trying to rectify the situation has been an absolute ordeal. I've been trying to communicate with their customer service in this store as well as with the store manager for two months now, and I've made countless calls and sent numerous emails. Yet, the response from Ashley's has been utterly inadequate. It's as if they don't care about their customers or the quality of their products. Their lack of urgency and responsibility is infuriating. I understand that issues can arise from time to time, but the complete lack of effort on their part to rectify this situation is inexcusable. I paid hard-earned money for a product that was supposed to enhance my living space, and all I have to show for it is a ripped couch and endless frustration. In addition, they sent me a wrong coffee table, similarly no action so far has been taken to replace it. My advice to anyone considering shopping at Ashley's store in Avon City, MA is to think twice. If something goes wrong with your purchase, don't expect any help or resolution from their customer service. This has been a disheartening and infuriating experience, and I wouldn't wish it upon anyone. I hope this review serves as a warning for others and that Ashley's takes a long, hard look at their customer service and quality control processes. They need to do better,...