Ashley Store — Local services in Fairfield

Back in 2018 me & my wife really cut back on our expenses to save up roughly $2,000 to buy a new sofa. Like most people in my generation we started our quest with research " How is a quality couch built" & what are some of the things to look for at the show room to help us determine if the sofa was up to par. Once we felt confident enough to select a quality sofa we began our search. We went to a few different stores & eventually ended up at a Ashley's furniture store. My wife fell in love with a particular sofa & I began to put my knowledge to the test. After going thru my check list I believed we had found the one. At this point we started speaking with a sales person by the name of Kim. Kim was very helpful and after speaking with her about the couch she made us aware of an Ashley's warranty that would extend of manufactures warranty up to 5 years. She explained that the insurance would cover rips, punctures, stains & a list of other things so my wife & I both spoke & agreed that it would in our best interest to buy the warranty since we had 2 children. Once we agreed we told Kim we were ready to buy. When we returned home & I looked over our receipt I noticed we were over charged for the warranty. I called the store & a refund was given for the over charge. 3 years later while we were do a cleaning of the sofa like we normally do every month we noticed that the sofa was splitting at a seam at the very top of the sofa where the pillows are attached. We thought to our self no biggie thank god we have the warranty. The next day when we were planning on making the claim my daughter punctures the sofa with a sharp pencil and makes a few holes in the sofa. So I got on my phone and submitted a claim with the warranty company. To our surprise the claim was denied because they said it was a accumulation of damages plus they don't repair any splitting of any seams. So I replied to the email the warranty company sent to me and I never got a response. I looked up the warranty companies phone number and called a handful of times with to luck reaching anyone. After all that I decided to call Ashley's customer care & I was basically told IN NICE WORDS " Yeah sorry they are a 3rd party warranty if they don't want to make the repair we cant force them but if you would like you can call them & get a prorated refund". I was mortified ! I couldn't believe that after all the research I had done I was allowed to be scammed. I began to look up the warranty company and long & behold there were complaints after complaints. I this point I decided to make a better business bureau complaint so that others would not be allowed to be robbed of their money. Once the complaint was in I got a call from Ashleys customer care & it was Nicole Pornovets she was very nice and understanding. She said she would do what she could. She asked me to send pictures and i did. The next day she got back to me and said that Ashleys would be willing to order parts for my sofa while we work with the warranty company to resolve the issue of repair. The following day I get an email from Nicole saying that unfortunately the sofa is no longer made so they cant order any parts. So I replied back to her saying that in the warranty it states that if the sofa is no longer made and parts are no longer available that I would be given a voucher to pick another sofa from Ashleys. She replied that was correct but that she was going to work with the warranty company and get back to me. Long story short that was March 29,2021. Since than I have called her roughly 20 times and sent multiple emails and since today I have not heard a word. I am assuming that she was unable to get any help from the warranty scam and it was easier not to ever speak to me again. Please don't waste your money at a business were you are not an appreciated consumer. Not to mention a place where they allow their customers to be scammed by a 3rd party warranty that says they cover repairs that they...

Horrible customer service. We just purchased a dining set and 2 accent chairs like about 2 weeks ago. Everything got delivered on March 1st. One of the delivery person was TRYING to carry the dining table top himself and of course it was too heavy for him. He couldn’t handle it and had to put it down hard before even got to the house. They didn’t have any type of tools to help them carry heavy furniture and I don’t understand why they couldn’t carry together because there was 2 of them. When they were trying to assemble the dining table, table was upside down and they were putting the legs up. They were walking on the table and leaning over the table. At the end of course table was damaged and 3 out of 8 chairs was damaged and we wanted to send those back. Delivery person accepted to take 3 chairs back but kept saying we’re going to get contacted about damaged table and he doesn’t want to take that. When delivery people still in our youse, we called the customer service to confirm which items are going to get redelivered abd she said only 3 chairs. We said table also damaged so that needs to get redelivered. She stated that delivery person said that table was good. We explained her the situation and she had to talk to delivery person next to us and tell him that he HAD to take the table back as well. After that he was trying to un assemble the legs and while doing that he scratched our tiles. It was so hard he had to take the table back with 1 of the legs still assembled. We talked to couple customer service people on the phone to confirm the items re-delivering because every person was giving us different information. At the end we confirmed and they said we can get the re-delivery earliest on March 7th and we said friday March 8th is better so we set everything up for March 8th. We just got a call stating only 1 chair getting delivered on March 5th so we were confused and call them back. They said that because of the delivery person’s error they have to do some stuff on their end and they don’t know when the table is going to get delivered. So no they are saying 1 chair is getting delivered on March 5th we don’t know when other 2 chair or the table getting delivered even though we were given date. We talked to the customer care people, store people, managers, everyone we can talk to and all they say is they say is there is nothing they can do. We have to wait and hope for the best about delivery date. I’ve never seen customer service like this. We accepted the re-delivery instead of refusing everything because they tolda us everything would be here in a week. Now we are mad and want to return everything. And they are telling us we can keep 5 chairs we accepted and cancel the re-delivery items (3 chairs and the dining table). I guess that makes sense to 3 years old. I don’t know how this people still in business. Horrible customer service. You got away with this saying this is the policy. But there is no policy for giving us the delivery date and then changing things up. Never going back there. So sad we didn’t even want much other than them keeping their word. But I guess that is too much for them. Hopefully Ashley employees who helped (not really) us, would go through the same experience We went through. That is all i am going to say....

Short version: Incredible at selling you a product. HORRIBLE at any type of follow-up, including delivery.

Went in to purchase a wall unit for my apartment in Manhattan. Was immediately helped by a saleswoman who, to be fair, was decent at her job when it came to selling me the unit. Found something I liked and she had the order in process pretty quickly. That's where any good experience with Ashley Furniture ended.

I was told (after I paid) that they only deliver to NYC a few days a month, and the next delivery date was over a month away. That was fine, I was in no rush. But their "system" wouldn't let them actually put in a date, so delivery was listed on my order as "TBD."

When I called them two weeks later, since their promise of a "follow up in the next day to give me you a delivery date" never materialized, they told me there was no delivery date in their system. It was only after talking to three people and threatening to cancel my order (WHICH BY THE WAY, YOU WON'T LET YOU DO OVER THE PHONE, THEY MAKE YOU GO BACK TO THE STORE TO CANCEL YOUR ODER) that I was able to get a delivery date on the calendar.

My building requires a Certificate of Insurance for all deliveries. I told Ashley Furniture this when I purchased my wall unit, and I was told that I'd get an email I could send to my building to allow Ashley to coordinate with them. Three weeks later, nothing. Called, got transferred to two other people before they were finally able to understand what I wanted. Took one more follow-up call before I received the email with the COI information.

DELIVERY: The COI and related instructions said that my building's freight elevator doesn't open until 9am. I get a notification that the delivery window would be between 6am (?!) and 10am. I assumed they'd be on the later side of that, since they had my building's delivery time information. Lesson: Never assume anything logical with Ashley Furniture. When did they show up at my building? 6:15 IN THE DAMN MORNING. Could they get into the freight elevator? Of course not. Why? BECAUSE IT DIDN'T OPEN UNTIL NINE AM, LIKE I ORIGINALLY TOLD THEM.

I'm fortunate that I'm bilingual and able to speak Spanish, because NONE of the delivery personnel spoke English. I have no problem with this, but perhaps when you're sending a team of two people to deliver something, maybe make sure one of them speaks English, on the chance that the person you're delivering to doesn't speak Spanish? I can't imagine what it would have been like trying to explain to them that they needed to come back after 9am if I didn't speak Spanish. After about 30 minutes of explaining to them that they couldn't deliver the item for another three hours, they left, with a "well, we'll come back if we can," promise of delivery. Fortunately, they showed up at 10am and dropped off the wall unit.

The only plus side here is that the wall unit actually does look amazing in my living room - But good LORD, the nightmare that was getting it delivered pretty much guarantees that I'll never patronize Ashley...