Ashley Store — Local services in Medina Township

Salespeople are extremely helpful and polite with out being overbearing; the store manager was also helpful and tried to make the customer happy. For that I thank you staff at the New Medina Ashley Furniture. BUT.....Update!!!!

Ashley warehouse staff and customer service are nothing like the salespeople and management staff at the stores. We fully understand that there is a furniture and factory worker shortage due to Covid. I didn’t even mind the 8-10 week wait on our delivery back in April. We haven’t received the rest of our order which includes 2 more pieces. That’s ok too.

Can you explain to me why when delivering a 3 piece sectional, they deliver 2 pieces and then fight with you about why you should be thankful to have 2 pieces of a sectional? The 2 parts they sent do not connect to each other. I have bookends of a couch with no middle. When the delivery men called the warehouse, the lady on the phone said, they didn’t make the third piece yet. Tell the customer they can reject it and it will be another 12 to 16 weeks for their shipment. So they either didn’t order it, gave it to someone else, can’t find it in their warehouse, or covering up their mistakes that they won’t admit they made. Plus the warehouse staff tried to throw the poor delivery guys under a bus to give us the bad news that we heard from the delivery guy’s speaker phone.

When we called customer service they tried to give us the run around and say that sectionals are made to order, not made in order, they make certain pieces at certain times. I asked if the pieces are used for different furniture pieces and they said no. So then I asked why would you make a sectional and not ship all of the ordered pieces? No response other than it doesn’t work that way.

When we then wanted to return the item and get our money back, they would not accept it. They are happy to take your money, but don’t expect the customer service staff or warehouse people to be sympathetic or even care enough to help you. If you are looking for robotic, argumentative, rule book hiding staff, call the office in Belmont NY and try to talk to those behind the scenes.

I hope your experience will be better than mine. Sorry for the rant but after this last call and 48hrs of harsh debating over the phone with corporate, It was time for me to inform others. I will be fair and update you if there are any...

I had ordered items at the Medina location worth over $10k in April/may 2021.

After the sale was completed, I kept adding more .. but had strange experience everytime I went to the store ...the sales person was different and they(sales guys and store manager) blamed the original sales guy and the original store manager for making wrong commitments to me.

The new store manager(Mr. Martinez) said...I don't know what they committed but, we won't do it...and THIS is how we operate.

I asked to speak the the GM ( Ms. Nikki) who was part of the original sales and original commitments in 2021..and guess what ...was told she (Ms.Nikki) too was incorrectly commiting and she has quit working.....

Now I had new staff,new store manager who override all the original commitments, that were made to me when I ordered a year back.

Everytime I would ask for the current GM they would say she (Ms. April)is not in today...I was promised a call...8 weeks in ...no call. By the way I was still adding on to my order everytime I went in ( so was still spending more money) .

My next visit I again asked for Ms. April NOT AVAILABLE TODAY .

I now wanted to escalate and was told that Mr. Bob(Ms.April's supervisor) is unavailable today but they will ensure he calls me... 6 weeks in...no call.

Last week I went to the store to pick few items that were setup as "store pickup" ..the store manager Mr. Matt(who was my sales guy when I added items a couple of months back)again promises a phone call from Ms April.

My experience has been horrendous.. with hollow commitments for Mr. Martinez and Mr. Matt... Don't know if the messages are not cascading upstream OR If the leaders just don't care of customers.

My ask is very simple...stick to what Ashley furniture told me when I signed the dotted line ...

1. Don't charge me for shipping..my order is still open and was told we will keep adding to it....
2. Don't charge me for the 2 year service plan...I have already paid the maximum to get coverage.

Everytime I ordered, I get a feeling that they do me a a favor - if they take my order.

I recommend you decide /plan /document your interactions carefully when you go...

If I could leave a zero I would. I purchased a chair on May 27. The chair was not in stock and I was told it had to be brought in from another location. I was told in rare circumstances it could take 16 weeks but it NEVER takes that long, they should have it in a few weeks. It is now 10 weeks later, no Information on when to expect. I was never told the chair had to be manufactured, I was told it was going to brought in. When speaking with Matthew- the Manager. He was very Condicending, he kept talking over me, he said over and over that I signed the paperwork and I was aware of the 16 week time line. I said yes I can understand 16 weeks if the chair was a special order. I did not place a special order, I purchased a chair that was "supposed"to be brought in from another location. I was told I could make a return and pay a 12% restocking fee......restocking of what?? There is nothing to restock. I then said, if the 16 week time frame comes and goes I will expect to get all my money back, no restocking fee....Matthew said we will see when that time frame comes. I was told the sales associate who sold me the chair was new.....not my problem.....then Matthew I guess you should have trained him better. I was also told I should be happy because " other" stores are taking 24 weeks for manufacturer orders.....again...I was not told it would be a special order or I would have went somewhere else who had chairs in stock.....horrible service. Ashley Corp.....you need to do a better job at training...