Ashley Store — Local services in Manchester

Update! After my review here, they asked me to contact them and I did. After a bunch of rollercoaster again we finally got a delivery date of November 2nd.

The replacement were either broken or eaten by termites. Luckily the slats were not even though still so cheap and wobbly. Even The delivery guys said they would relay that back to you guys as well and commented on how cheap the slats are and agree that they are wobbly and would not do a good job supporting the mattress and foundation

They were able to add the slats, however they couldn’t even screw them all in as the side rails are falling apart. As soon as they left I emailed customer and guest services to let them know how disappointed i was and how nothing was resolved and provided pictures. Well it’s now the 9th and no one has gotten back to me.

I am 8 months high risk pregnant woman and this whole thing has caused me so much emotional distress, as this is the third delivery and this has not been resolved.

This is the worst customer service i have had to deal with, rude, no sympathy and accusatory.

At this point I would like to get a refund for our bed and y'all can come pick this cheap mess of a bed.

First review! I am beyond angry and irritated!!! Because after 16 days of emailing of sending proof, our bed is still not fixed and tonight it finally caved in with me heavily pregnant and with my partner putting us in DANGER!!! Do something!!!

My partner and I came here july 2nd and bought a bedroom set. The sale associates were lovely, great experience.

Our nightmare started with delivery, they delivered august 3rd, after they brought everything in they realized some parts of the headboard were completely broken.

Annoyed but cool, I talked to customer service and they found a replacement 2 weeks later, the delivery guys came back with the missing parts and put the bed together.

After they were done, they had extra parts leftover. I really thought the extra parts were from the fact the headboard had to be replaced and were from the second delivery.

My partner and I immediately realized as soon as we got on the bed it started sinking in, it got more and more uncomfortable, the bed would not stay steady, creaking and shaking every time you get on it. And causing me major back pain, as I couldn’t sleep comfortably on it

I am heavily pregnant, so we said enough is enough. October 1st we pulled the mattress off to figure what the heck is wrong with the bed that’s when we realized the delivery guys who are supposed to be professionals never finished putting the bed fully together. The reason the bed is so unstable is because the headboard is missing parts which are the support. We now realize those are the parts that the delivery guys left with.

We went back to the store, talked to one of the lovely receptionist, we explained the issue, showed her pictures. She confirmed to us that the delivery guys did leave with extra part, she sent an email on our behalf to the warehouse and customer service so it can get fixed.

The warehouse and the Manchester customer service are not open on Sunday and Monday so on Tuesday October 3rd I called and talk to a customer service person and he told me i had to email proof of the problem and someone will get back to use in 48 hours. Once he emailed me, the verbiage of the email now said “someone will respond in 7-10 business days” I told them i am pregnant and the bed has been getting worse and we would appreciate it if someone get back to us sooner.

October 7th a guest services person emailed us again asking us to send proof of the problem, I sent videos and pictures of the problems with the bed and show them where the parts are missing. Since then I have sent follow up email on the 12th, the 14th and tonight the 16th because the bed broke at 11pm, and we had to move our mattress to the floor. We are exhausted, and very angry as we have spent almost 2500 on this and has gotten a terrible, unsteady bed which has put me and my unborn child in danger. Shame to customer service from the warehouse.

Do...

On Aug 15, 2023, I made the mistake of purchasing $2,819.96 worth of furniture - a mattress, box spring, dresser, mirror, and complete bedframe (Mirabel collection). Also opened up a credit card account with the store (Synchrony Bank) thinking it would "protect" my purchase. October 26th, 2023 Ashley delivers everything. As promised, they gave me a window of time the day before and called the day of. I immediately notice the damages to the Mirabel pieces and call the store. I also told them the wrong box spring was delivered. We did not want a low profile and it is not wide enough for our pillowtop mattress. Both sides of the mattress are hanging over? I was told that I should get a call within 72 hrs about the damage claim. October 27, 2023 my husband and I decide to just go to the store to correct the box spring issue. We should have had a resolution by now we were thinking. Manager Liz checked the notes and discovered her salesperson, Peach ordered the wrong item. She ordered exactly what we asked her not to according to the notes. We are assured that it would be swapped out on Nov 7th with a better quality item - which is good because you don't give a customer a generic bottom of the barrel undersized box spring for their expensive pillow top mattress in the first place. November 7, 2023 delivery crew swaps out box spring. Thankfully we were here because they did not call us prior to and if I remember correctly, it was earlier than the window scheduled. November 29th, 2023 furniture tech assesses damages to Mirabel pieces. Tells us that there is no way he can fix them due to factory defects. Apparently, everything but the mirror was missing paint from the factory (many areas were missing paint). One section of the footboard is jagged, missing a section of pressed wood, and was simply painted over at the factory. He also told us the delivery crew did not assemble the bedframe together either on 10/26 - he fixed that problem. January 2, 2024 Here we are over a month later with no word from Ashley. I decided to call about the furniture tech's findings and where we go from here. I was told that the reason why I didn't hear sooner was because the claim was accidentally closed? They would investigate and get back to me within 72 hours. This game of 72 hours continued on. I finally had enough. January 11, 2024 (after not getting any resolution) I filed a dispute with Synchrony Bank - again, thinking this was a "protected purchase". In my claim, I told them that Ashely can simply make things right by refunding me back a portion of the TOTAL sales price - $500. We would live with the defects. If they could not do this, they can come take their furniture, issue a refund for the MIrabel pieces only, and we will reorder from somebody else. February 26, 2024 I received a message that my dispute has been resolved? I would later learn that Ashley simply told them that I agreed to reorder pieces and have them swapped out. I told the rep I never agreed to that and I would like my claim reopened. I also told her that due to their lack of quality control and their delivery driver's lack of knowledge as to how to assemble furniture, why would I want to go through that again? I could end up with far more damages the second time around. She reopened my claim. March 20, 2024 I receive a message that my dispute has been resolved? The supporting documents I received state that they do not offer refunds. They also had a copy of my driver's license with those documents? In NH, it is illegal to make a copy of a driver's license and it is also illegal to keep it on file - UNLESS you have permission from the DMV. (NH RSA 263:12x) So, I am now looking into this as well with the Commissioner as to whether or not they are on the approved list. This was the FIRST and LAST time I order from Ashley. They could care less about making their customers happy. With that said, there is much to be said about purchasing from family...

I do not recommend this company. My boyfriend and I purchased a home in November and for the first time, I decided to invest in brand new furniture. We are absolutely disgusted by the customer service and quality of our experience. It’s a long read, but worth your time to avoid what we’re going through with this company. The day of our closing, we visited Ashley’s in Manchester. We spent thousands of dollars on a couch, oversized chair, ottoman and beauty rest mattress with an adjustable base. For starters, the employee claimed that the adjustable bases only came in queen size and convinced us to purchase one in the showroom to pair with the king size mattress we ordered. After weeks of waiting and finally picking up our mattress and frame, something didn’t seem right as the sides of the mattress were sagging off the base. Additionally, the store did not give us a remote so we had to make an extra trip back to the store to pick it up. After about a week or 2, I called the store, and it was confirmed that the bases in fact do come in king size and we were assured that one would be ordered, delivered and set up in our bedroom and the queen base would be picked up. Fast forward to LAST FRIDAY (remember we placed the original orders in November) - delivery crew shows up at my house with the living room set and king size base. An exciting day of finally receiving all of my furniture quickly turned in an absolute disaster of an experience that’s Ashley’s has failed to even attempt to make right. Not only could the delivery crew not carry the king size base up to our bedroom (claiming it was too heavy), but they put 2 holes in the walls of my new home and neglected to say anything ! They weaseled their way out of here, leaving my home damaged and my bed base in my living room (where it’s been for about a week now). I have been sleeping on the mattress on my floor after spending THOUSANDS of dollars for this set. The ottoman was left with only 3 feet as the delivery crew informed me one was damaged and needed replacement. Customer service later confirmed that no replacement was ever ordered. So, my current situation is as follows: King size bed base is in my living room. Two golf ball size holes in my wall of my new home. Sleeping on my brand new king mattress on my bedroom floor. Left with a broken ottoman with 3 legs that cant be used with no assurance that a replacement foot will be sent to me.

I have contacted Ashley’s customer service several times over the last week and it is quite evident that making this situation right is not a priority of theirs. I have attached photos of the position this company has left me in after giving them thousands of...