Ashley Store — Local services in Freehold Township

This is by far the worst customer service experience I have ever had. My husband and I purchased almost 3 thousand dollars worth of furniture in January. At first, I was going to order online, but a representative told me that if I ordered in the store, warehouse pickup would be available. We were willing to pick up the furniture ourselves. We went into the store to purchase and were told that they do not offer warehouse pickup. We had our heart's set on the furniture we chose so we decided to order anyway and have it be delivered. We were told in the store that there was a 6-12 week window but that we would most likely have our items before that time period. Two months went by so I decided to call the store to see what the status was as we haven't received any sort of communication. The staff at this store are IMPOSSIBLE to get a hold of. The phone rings and rings for hours, literally hours without anyone picking up. When someone did pick up, I was told continuously that she had to "check her emails" and then was placed on hold. This was one of probably 15 times that I called to check the status of my order up until this month - June 2021. I was told over and over that only one or two of my items were in the warehouse and that they needed to wait for the rest to be in the warehouse to be delivered. I requested that the items that were available be delivered but I was told no, it had to be all items or none. I was told over and over a different date of when the items would be in the warehouse, pushing out a month each time. Each time I called, they told me a different furniture item was in the warehouse, which led me to believe that they were giving pieces of my order to other people as they came in because the rest of my items weren't available yet. I finally called at the end of May to either get a valid response or cancel my order. I was told that the inventory manager would call me on 5/26 to set up delivery for my items because that's when they would be in the warehouse. I never received that phone call. I called again and I was told, again, that the all of the items were not in the warehouse but I could set up delivery for two of the items. They then told me that they weren't scheduling delivery until the end of June. At this point I decided to cancel the order and get a refund. It had been five months. I was told I needed to go into the store to receive a refund. While I was in the store waiting in line, I heard the receptionist tell another customer that she could schedule her delivery for the beginning of June, not the end of June like I had been told.

This was a horrific experience. The staff tried to reel me back in when I went in to cancel/get my refund by telling me that the furniture in the store with balloons on it could be delivered right away. Unfortunately for them, I had lost all of my trust in this company from day one and gave them multiple chances to just give solid information. I will never be shopping here ever again...

HORRIBLE FURNITURE! If I can give a zero I would. I will NEVER shop here or refer anyone. We purchased a bedroom set for 16 year old. It is not even 2 years old and it is BREAKING. Cracking down the middle of headboard the wood is lifting off the furniture. The head board side rails and foot rest are constantly loosing. To the point where the furniture shakes to the touch. I can not move the bed to clean under it cause of the crack down the middle! Every time I move it I hear cracking. NOW WITH That being said. I HAVE INSURANCE ON IT AND NOTHING CAN BE DONE. They absolutely DO NOT CARE ABOUT IT. My answers are always well sorry your out of the one year warranty (which doesn’t cover breaking) and your insurance does not cover it. 5 year insurance. Only covers accidental damage like stains and stupid stuff. HORRIBLE CUSTOMER SERVICE. Now let’s get to the mattress. My box spring is ALL BROKEN ON THE BOTTOM. The wood is literally cracked through the lining of it. My mattress has sunk in about 4 inches since purchase. That happened within 1 month of purchase. NOW it’s just beyond sleeping on.i wake up in agony and bent over with back pain. Once AGAIN NOTHING THEY CAN DO. That goes for ALL 3 mattresses. They are terrible!!!! When I contacted insurance about it they told me well you waking up in pain is not our problem. I have insurance I was within warranty and the time of that complaint AND NOTHING. If you buy furniture from here be aware of THE HORRIBLE FURNITURE YOU WILL RECEIVE AND EXPECT TO BUY NEW STUFF WITHIN A YEAR! In store they were kind, calling this store gave me no issues. BUT ANYONE OUTSIDE OF THIS STORES CUSTOMER SERVICE WERE HEARTLESS. I will be contacting the BBB AND HOPEFULLY GET IN TOUCH WITH CORPORATE. Heck, I might even call Chanel 12 news to tell them my story and put them all on blast. I was very rude with the lady I just spoke to. She was a heartless human being. I am sure if anyone of them had this issue or their children it would be fixed in minutes. I am PISSED BEYOND BELIEF. Spent a almost $8,000 on garbage between my parents purchase and mine! I have pictures I can add but there are just too many! DO NOT...

Recently purchased a sofa from Jeff, and I was pleasantly surprised by my experience as a new customer to the store. I found exactly what I was looking for, and Jeff was helpful (and not overbearing whatsoever which is something I find often in furniture stores.) He was friendly, informative, and answered sny questions easily. After visiting numerous stores and learning the wait time was 3 to 5 months or more, I was happy to learn that my furniture would be delivered within a couple weeks. I have not received it yet, but as for my sakes experience, I’m pleased!!

Update.. My furniture was NOT delivered due to “driver error.” I’m 4 days past my delivery date, and getting no answers to my questions, or any accountability for the problem. FYI - They use a separate company to handle their deliveries, so lots of finger pointing, etc. if there’s a delivery issue. SECOND UPDATE: After three delivery attempts, my furniture was finally delivered. On the second delivery attempt I was told I gave the wrong address! The same issue as the first time. My furniture was put on a truck to go to New York vs NJ, and I was told there’s “no way it can be delivered.” The number of phone calls I had to make to try and get information was obscene. I had to call another store to get information regarding the warehouse where the furniture was kept. No one had answers, just excuses. And the worst part was, no one would’ve called me had I not gotten my furniture at all, as they weren’t even aware after the second delivery attempt that I hadn’t received my sofa after three days. No one made sure the same mistake didn’t happen again.

I have my sofa, and at this point I’m just grateful to have a place to sit. Natalie was very helpful, and was the only person who actually followed up with me to ensure I got my furniture, and I was happy with it. I’m not thrilled with the whole experience, and won’t be buying from them again. Just be aware of what you might be getting into if there is a delivery issue. No one takes responsibility, and you have to do the work yourself to get what you’ve...