Ashley Store — Local services in Bear

Ashley in Newark, DE - Thumbs Down!

Like so many other reviews posted, I made a BIG mistake buying from Ashley Furniture. The problem is the warehouse located in Newark, Delaware. When the furniture was delivered (loveseat, recliner and sofa - all power, 2 end tables, coffee table and two lamps), one of the delivery guys was very rude. He walked in like he owned the place and not even a greeting. They damaged the loveseat, couch and recliner by scratching them going up the stairs and into the door. This also left unsightly damage to the door entrance. When I suggested that they do more to protect the furniture in the future, he had the nerve to as me "how". He's the delivery person and had to ask ME how. What a joke. I told him to wrap the furniture in the blankets they had in the truck. Then he asked me how would the blankets stay on. What a joke! I told him to use the rope (also in the truck) to tie it around the blanket. He shut up after that, but this only the beginning of my nightmare.

All the tables have swirl marks, smudges, outright scratches and a noticeable dent in one of the end tables. I was told the swirl marks are "normal". It's obvious they were used. I called Ashley about repair or replacement. They have missed multiple appointments (both telephone call-backs and visits) and not even called to reschedule. I had to consistently call them after they missed the appt. The manager was a nice guy, but VERY forgetful. They came out to look at it (after they missed an appt that I had to call them about), then came out to try some swirl remover (again, after another missed appointment that I had to call them about). The swirl remover did not remove the swirls. Then they said they would order new table tops and have them delivered to my residence. Two weeks passed, nothing. I call them to ask about the delivery, they said they would check and call me right back. Two days passed, nothing. I called them, yet again, and was told that the separate table tops were not an option. So tell me why didn't they call me when the found this out??? Makes it so bad is that the manager told me (on his previous visit) that he had already ordered one of the table tops. Only a couple weeks ago did the manager get a hold of 1 tabletop and replace the one that was dented. His doing that was the only thing that kept this from being a 1 star review. He also said he would escalate the other table issues to his boss. Since then I've tried speaking to the main manager, but he always has left early. I give up.

I don't know about other Ashley stores, but communication with the customer is non existent with this warehouse in Newark DE. They answer the phone, but not much after that. Either way. Absolutely the worse customer relations I've ever experienced. All I can do at this point is sell this stuff at a loss, buy GOOD tables and send complaint letters.

If you live in Delaware, I strongly recommend that you don't buy from Ashley furniture! Save yourself some money and a headache. If you must, then don't let the delivery guys rush you to sign for the delivery like the did to me. Inspect the furniture thoroughly because coming from Ashley (and from reading other reviews), it's automatically suspect. If you notice damage, don't sign! Make them take it back...

Please save yourself the time and the aggravation and DO NOT purchase from this store. The easiest, stress-free, part of this entire experience was when they took payment for my purchases. Crystal was great in helping me pick out the 3 pieces I selected. I told her I needed a Saturday delivery (it was even written on my order form) since I moved in on the first and would be working the rest of the week. The following week I get a call from delivery, saying that my delivery date would be on the first (Wednesday), a day I explicitly stated I was unavailable. The representative tells me she’ll talk to a manager, as my file was never noted, and she’ll get approval for a Saturday. She tells me she would call back if there was an issue. I heard from NO ONE that there was a problem, so on Friday, I take it upon myself to reach out to this store and confirm delivery for Saturday. They have no idea what I am talking, and all that they see is that I’ve rejected delivery. I speak to a manager on that same Friday, who tells me she will contact the warehouse and get it sorted out. I hear from NO ONE. Apparently, the warehouse and the actual store location have nothing to do with each other, and leave it up to client to pass along messages between them. Imagine my surprise when days later I hear from a different representative trying to schedule a delivery for a Wednesday AGAIN. So for the fourth time, I explain the situation to ANOTHER employee that I am unavailable during the weekday. Finally this representative schedules me correctly for a Saturday delivery. The delivery team arrives and in the process of setting up my mirror to my dresser realize they have the wrong hardware. I was told (Saturday) that someone would be in contact with me by the end of the day. On Tuesday, with my mirror still sitting on the floor, and hearing from NO ONE, I take it upon myself, AGAIN, to contact the store. They have no idea that there was an issue and I get transferred to someone who then reads the note on my file. They realize my mirror was never attached. I was told someone would contact me, and the problem would be fixed shortly. It is Thursday, and my mirror is STILL on the floor, and NO ONE has contacted me. It is beyond aggravating dealing with Ashley, they lack communication and responsibility amongst employees. If you choose to buy from them, please know you will be doing your own customer service, and repeating yourself constantly with no solutions being given. There are a bunch of furniture stores around I wish I want somewhere different, or gone to IKEA and done it myself. Ashley Furniture just takes your money and that’s where the customer service starts and ends. I placed my order on October 22nd and at this rate, I'll be lucky if everything will be sorted out correctly before a month has past. I wish they would have taken a month to be confused about...

Horrible experience in the Bear, Delaware store. Car sales environment. Store manager hides in the back and refuses to speak with customers.

My wife and I went in to look at a bed for our 4 year old son that we saw online. We originally just wanted to look at it in person before making the online purchase but were told by the floor sales rep that he could work with us in store. After talking to him for a few minutes we decided to purchase a bed, dresser and mirror package. He originally quoted us a price around $850 which I passed on and said $700. The sales rep went back and forth with his manager multiple times to get the price where we wanted (close to the online offer). After multiple back and forths with the sales rep, the “sales manager” came to talk to us and advised us that he couldn’t get the price we wanted with the shipping cost but could do $750 which including cutting the shipping charge in half. We decided to not purchase the mirror and agreed with his offer price of $696 for the bed/dresser and 1/2 shipping price. The “sales manager” shook our hands and my wife jokingly said, “don’t come back with bad news again”. He laughed and said “no we’re good, the front desk will call you up shortly to complete the transaction”. 2 minutes later the original sales rep came back and said, you’re going to be mad, my manager said no less than $780. Apparently the person that shook my hand and gave us the price we wanted was not the store manager. We immediately asked to speak to the store manager and a few minutes later we were told he was too busy to talk. I know it was only $80 difference but after being in the store over an hour and being told numerous times different prices we decided to leave. On the way out I asked to speak with the store manager again and was told again that he was too busy (even though he wasn’t on the sales floor). About and hour after leaving the store I called to speak with the store manager and was told again he was too busy. The representative on the phone took my complaint and actually said the “sales manager” that made the deal with me wasn’t a manager at all. Just another sales rep. I still haven’t received a call back from the store manager. Go to this store if you want to be lied to, purchase furniture in a car dealer environment and waste your free time. Oh and the “sales manager” also told us that online purchases take at least 4-6 weeks for delivery and that’s why they offer free delivery. Unfortunately because my son liked the bed so much we purchased only the bed online.. Ships in 2-3 days (free of charge) vs. the 4-6 weeks we were told in the store. Overall just a HORRIBLE in...