Ashley Store — Local services in Eatontown

Letter I wrote, still did not receive a response. A woman left a message just a name no extension. When I called back several times she was still away from her desk:

On January 7th, I took the day off work to wait for the delivery. They had called an hour before my scheduled time and asked if it would be ok to deliver now. It was not an issue, because like I said I had taken the day off work. The men arrived and I showed them where they would be setting it up. One man put together the bedframe, while the other brought the boxsprings up. I was speaking to one of the men, and I asked if there was going to be an issue bringing the mattress up, and how they fit it through a standard size door. He looked at me and said they could manage, and went back out to the truck. When he came up he informed me that the mattress was not on the truck.

Now this posed more than one problem for me; one I had already cleared out my old bedset that morning in preparation for the delivery, and two; I had to take off work to get this delivery and basically forfeited a days worth of pay to do so. He came back up with another man; I'm assuming a driver, and he said that dispatch would call me to arrange another delivery.

Dispatch called me about 10 minutes later. The service member Corrine apologized and said I should have been notified that the mattress did not come in earlier and at that point could have rescheduled the delivery. She said that the earliest she could get it to me would be next Wednesday. That was completely unacceptable to me, and would be to most people, because again I had lost a whole day of work and already given away my only bedset. At that point, I explained what I mentioned above, and she said unfortunately that was the only time I could get it. I responded with have your delivery drivers come get the boxspring and frame and I will take my business elsewhere.

She put me on hold for about 10-15 minutes and came back with “will Sunday work”? I said no, but today will work. After I was put on hold again, she came back on and asked if Saturday would work? Again, I said no. Finally she said we could have it to you tomorrow Friday January 8th. I accepted that, and gave her my mothers contact information because she would be the only one that could be here to receive it.

Now, with all that said; how does your delivery service actually work? How can you have someone say, “Thursday is the earliest,” and then, after a little effort have a truck deliver it the next day? To me that just spells LAZY. If I never made a big deal about this, your customer service rep would have done the easy thing and sent it on the next truck in my area. It almost makes me think I could have got it the same day; which would have been the right thing, if just a little more effort were put forth.

The bottom line is that I will never purchase another thing from your store. I have bought all of my large furniture items from your store after I purchased my first home, and love your selection, but the truth is, Value City Furniture, or Bob’s Discount Furniture will be will be getting my business from now on. I don’t understand how this problem/issue could not be remediated in the same workday, seeing that it was 11 AM and your North Brunswick store is only about 45 minutes from my home. I was offered no discount for my inconvenience, simply and apology, 20+ minute phone call with your delivery company, a missed day of work, and a night sleeping on a blow-up mattress. If you plan on keeping your customers, especially with other local furniture stores running similar deals, I suggest you do a little more to keep your...

I placed an order for a bedroom set in October. I was told at the time I placed the order some items were delayed but I would receive a phone call in a few days to confirm availability of all items. I waited 3 business days and received no call. So I reached out to customer service. They were very polite but were unable to assist as this matter is apparently handled by the store. They advised me they would reach out to the store and I should receive a call the next day. Again I waited, no phone call. So I reached out again and received the same response.

Finally, when the manager of the store reached out to me he gave me an update on the information. The bed, mattress, dresser, and chest of drawers would be available in a few weeks. The night stands would be available in early December. I agreed to this delivery schedule and waited.

I received no call backs in November to schedule the delivery date. When I finally reached out to customer service, I got a similar run around as before. Finally the manager reached out to me to schedule the exact delivery. He also informed me that the night stands were delayed further but promised them before Christmas, a full 2 months after I placed the order.

I received the first shipment without incident. The delivery crew was very nice, quick, and quiet (important in an apartment building). They delivered, setup, and were gone in about 20 minutes. I was very happy.

Now I waited for the night stands. December 20th rolls around and I don't hear anything. So I reach out to the store and I am informed the night stands won't be available until January. We schedule a delivery for 19 Jan 2017, almost 3 months after I placed the order. At this point, I am extremely unhappy. However, there isn't anything I can do to speed things along. So I wait.

On 12 Jan 2017, unbeknownst to me an email is sent to my email address requesting a signature to release the nightstands for delivery. It ends up in my spam folder and do not see it until 18 Jan 2017, the day before my delivery is scheduled. I have already received confirmation phone calls from the delivery company confirming the date and time of the delivery. I quickly print out the form, sign it, and email it back.

I expressed my displeasure with the way the situation was handled. I requested that they remove me from their marketing database and to have no further contact as I no longer wished to do business with them. Their email response was extremely dismissive and simply stated "When I wrote the email it is stated that until the form was signed you wouldn’t receive your furniture. Now that we have it, we can process it." Funny thing is, I received this response AFTER the delivery team showed up and delivered the furniture. They didn't bother to confirm that I received the email. They didn't think it odd that, the day before the scheduled delivery, they still didn't have release authorization from me, and yet they STILL released the furniture.

Once again, the delivery team was very nice, quick, and quiet.

Overall, I was extremely dissatisfied with Ashley Furniture, not for the delays per se, sometimes delays are unavoidable. I am dissatisfied for their lack of customer service, dismissive and uncaring employees, and poor ability to communicate.

The delivery guys get all 5 stars and my thanks for...

If I could give ZERO stars, I would. My husband and I came to Ashley in search of a sectional for our home. We were met by Shawn, who offered his assistance. Two sales women were nearby, and barely looked up for whatever they were doing.

We told Shawn that we were just doing some research and if we needed help, we’d let him know.

Shawn then FOLLOWED US everywhere we went in the store..didn’t say anything.. wasn’t pushy.. Just FOLLOWED US. Downstairs.. upstairs.. around the corner…

It was a bit weird, to be perfectly honest. I mean, we were pretty up front that we would let him know when we needed assistance.

On the website, We had seen a particular modular couch that we were looking at… When we saw it in the store, at first, it didn’t look the same.. wrinkled, flat, dirty…

When I finally asked Shawn were the couch was that I saw online, it just so happened to be the couch we had already crossed off the list…the dirty wrinkled one. He said it was the “cloud dupe”… ummm… No, it definitely was NOT. My friend has one of those and it’s GORGEOUS. Not a wrinkled, flat MESS.

But that wasn’t the bad part.

The BAD part was this one old saleswoman who chimed in and said something to the effect of “You already saw it and didn’t like it” with an extremely RUDE tone.

I ignored her..

My husband and I continued to look around, and then I asked Shawn what the rub count was on a particular couch. He had NO IDEA what I was talking about. A RUB Count is a gauge to see how well the fabric should hold up.l after wear and tear…anything over 30,000 is preferred.

He referred me back to the rude old lady and she had no idea either.

My husband and I continued to look around and sure enough, there’s Shawn LURKING…my husband politely asked him for some space, and that’s when Shawn snapped at him.. “I’m just standing here”

Well, that was it for me. I told him that he just lost a customer and he stated that he “didn’t care because I was “rude”.”

Sorry, Shawn… that you don’t know your job well enough to know what rub count is. You SELL furniture. You SHOULD Know.

I, unfortunately, called him a rather nasty name and also called the cackling old women who were LAUGHING, nasty names as well.

I can say that it’s extremely uncommon for me to do that. And it’s a shame it happened.

AVOID this store and these “sales people” at all costs. It’s just...