Ashley Store — Local services in Franconia

Update to add: ZERO STARS! HOW DID I FORGET HOW HORRIBLE THEY ARE—Desperation I guess. Well now I know FOR REAL and I will NEVER RETURN

CURRENTLY: I purchased a $1,649 mattress from Ashley HomeStore hoping to improve my sleep quality, but the experience has been nothing short of disappointing. After just one night, both my partner and I experienced severe discomfort and body aches. I returned to the store the very next day to request a solution under their advertised “90-Day Comfort Guarantee,” only to be met with confusing and inconsistent information.

First, I was told I’d have to sleep on the painful mattress for 30 days, and then pay a 25% exchange fee. Later, corporate added more fees 15% on top of the 25%, plus a $99 pickup charge totaling over $500 just to switch to another mattress. They also refused to apply the exchange fee toward my already-paid balance, insisting I pay it upfront.

I’d also like to point out that in order to even be eligible for the comfort exchange policy, I was required to purchase a $100 mattress protector from Ashley HomeStore (a manipulative upsell tactic). I complied with this condition, expecting that the policy would offer genuine protection if the mattress did not work for me. Instead, I’m left with a mattress that causes pain, an extra $100 charge for a product I didn’t need otherwise, and a policy that continues to penalize me despite my compliance.

At no point during the sale was this fee structure properly explained. I was simply handed paperwork and told, “this is what we discussed.” I trusted the representative and signed in good faith, but now I’m being punished for not catching the fine print on a document that should have been reviewed and explained in full.

To avoid sleeping in pain, I had to spend even more money out-of-pocket to buy a mattress topper just to make the mattress tolerable. I’ve now spent over $1,800, and Ashley HomeStore has done nothing to help or make this right.

I will never do business with them again, and I urge anyone considering a mattress purchase here to be cautious. Their “comfort guarantee” is filled with hidden fees and fine print, and their customer service is cold and dismissive once they have your money.

This is quite unfortunate. I am on the hunt for a nice and sturdy sectional. I went into the store and was pleasantly greeted by David and David only, though there were other salesman on the floor. I sat on several couches to test for comfort. I expressed to David that I didn’t want a light colored sofa because I have young children and we spend a lot of time lounging together. He was quite persistent about purchasing a protection plan vs a couch. I made it clear that I was not interested an md would just like a couch. I came to a couch that I liked, sat on the matching ottoman and laid back..I was ready to pay for this set. David said that he wasn’t sure why the ottoman didn’t come with it and why the price wasn’t listed on the placard. He stepped away to find out. A few minutes later a young white male with short hair walks up and says “David said you had questions about the sofa”. I told him what David said, and he replied “the ottoman is separate” and he looked at the placard to show me the price that wasn’t there and then looks on his phone and says “the ottoman is $600”. I said okay, thank you and he swiftly walked away without a word. I typically don’t assume things like this, but this gentleman definitely stereotyped me and treated me as if I wasn’t worth his time. He judged me based on my appearance-which was a big mistake. Do you remember the scene from “Pretty Woman” and “Selena” when the saleswomen disregarded and disrespected them based on how they looked but in reality they could afford to buy the entire store. Think about that. Treat people with...

The only way I can think of describing my experience with this store is horrifying! We went in and purchased some bedroom furniture. The main concern was being able to get it delivered on a certain date, as we live in a high-rise condo building, and you have to move mountains to schedule furniture deliveries there. The salesperson said the date was not a problem and we could call them after a certain date to schedule it. We did just that, and called them on the first date we were given. We were told by a massively rude lady on the phone at the store that our furniture had been sold, and it would have to be re-ordered and would take 6-8 weeks minimum to get it. I then asked to cancel the order since our salesperson lied to us, and she rudely said we would have to pay a 35% re-stocking fee, even though it was their error. We then asked to speak to the store manager, which we were told was on vacation for two weeks. Then we asked to speak to whoever was in charge. We were told there were 2 others in the store, but they were busy. We asked for a call-back, and she hesitantly said OK. Big surprise nobody called, so we called again and were rudely put on hold…for 2 hours! She kept picking up the line and then putting it back on hold. Then she started screening our calls, and when our numbers popped up on her phone, she would ignore it and let it go to voice mail. This went on for 3 hours. We called the corporate office, and they tried calling the store, and when our name was mentioned, she hung up on them too!!! So, we drove over to the store and found nobody at the customer service desk. When asking a passing salesperson where everyone was, they just said, oh, she’ll be back in a minute. When asked for a manager, we were told they all went home…this was at 5:30pm in a store that is open until 9pm. Then when the rude lady finally appeared at the desk, we told her who we were and that we knew what she had been doing to us with the phones, and she rudely shrugged and said, I’m just doing my job. She said there was an acting manager on duty, and we could see her through the glass window behind the customer service desk, but she refused to come out and help. Then we said we weren’t leaving until our order was cancelled without fees. She then went into the secret office with the secret manager and came back out stating that the corporate office sent an email telling them to cancel, refund our deposit, and no fees would be charged. She did so and wasn’t even going to give us a receipt of anything until we demanded it. In my opinion, being 54 years old, this is the #1 worst experience I have had in my entire life. This store should close it’s...

We ordered a loveseat and a dining table. At the time of purchase, the loveseat was in stock, but the dining table wasn't. We made our purchase early in the week, and they promised the dining table would arrive by the weekend. They said they'd call us by Sunday at the latest to schedule a delivery for the next week. A month went by, and after many attempts, we managed to arrange separate deliveries and received the loveseat. However, it's now been three months, and despite our weekly calls, we're always told the dining table will arrive "next week." I'm beyond frustrated at this point.

To add to the frustration, they delivered the wrong loveseat. My bf received it while I was at work and he did not realized they delivered the wrong one until a few minutes after they left. We ordered an electric recliner and received a manual one. Although the sales representative quoted us for the electric version, upon delivery, they claimed we ordered the manual one. They've even removed the loveseat from their website, so we can't check prices. They argued that the error was on our part since we signed a document certifying we received the correct orderWe had a 20% discount on our order, and they said we could exchange the one we received for the electric one if we paid the difference. This difference was equivalent to the 20% discount we initially received. On top of that, we were charged a retrieval fee of almost $150. In total, this amounted to nearly an extra $400 for a sofa we had already paid for. Dealing with these people is very frustrating. They are a scam and only care about themselves. Don't get caught by their convincing sales techniques, because they'll promise you the moon, but once you step out of that door, you're not getting your money back or your furniture delivered.

Also don't get convinced by those 4.5 stars, they make their customers leave a review right before the leave the doors of the store, exactly when...