Ashley Store — Local services in Montclair

We came to this store to purchase a sofa bed. The experience in store was great. Salesperson was great, it was a nice experience.

We had our sofa delivered on February 13th. We didn’t use the sofa bed right away. A couple weeks passed by and we started using it a few times to see how it felt, because we have family coming in from out of town soon who will be using it. After a couple uses we noticed this loud sound whenever we would put the sofa bed back in. There was an obvious bend in the mechanism that was impacting the frame whenever we would Push it in. I have pictures to reference the spot because it is obviously damaged.

We contacted Ashely furniture and told them we are unhappy with the quality of the product and honestly didn’t want the couch anymore (if we have issues with something only after a couple uses we knew something else would be bound to go wrong). Despite our dissatisfaction with the product we allowed them to just replace the mechanism. Two techs arrived with a whole new mechanism and replaced it. Fine. While they were still in our home, we noticed a black grease stain on the back of our couch that WAS NOT there before. One of the techs must’ve brushed a tool or had dirty hands and dirtied our couch when they were moving it. They didn’t admit to it l, but on my daughters lives, we know for a fact we didn’t somehow being grease into our home and dirty it. My husband also inspected the couch before this arrived to make sure there were no imperfections on the fabric because we didn’t know exactly what the outcome of their visit was going to be. We also told them we were dissatisfied with the quality of the product and wanted to either have a refund or store credit for another product. We were still willing to do business with this company. They said they didn’t have any say in anything and were just here to repair the product. Once the men left the moment we sat on the couch it made this horrible creaking sound. Like sitting on an air mattress/old piece of creaky furniture. This did NOT happen with the first mechanism. The couch also dips in so much since the mechanism was replaced. The couch is embarrassing to sit on. My mother sat on the couch and immediately asked what was wrong with it because of how loud it is when you sit on it.

We contacted Ashely furniture again (mind you it is impossible to get someone on the phone at these places). They stated the next step is to have a technician come and inspect the product to see if it is defective. The tech came around on the 27 and my husband sat in the couch to show him, and was going to pull out the bed to show him the bed and he told he it was not necessary he knew exactly what he meant and was going to make his report to get everything taken care of. He didn’t even bother cleaning the stain because he said he knew that it would be taken care of and we wouldn’t be keeping the couch.

We received an email that same day stating the they need to send a tech for a second opinion. WHAT?!? A second opinion for what reason? The tech didn’t do his job correctly? We are so over having to deal with this store. We have spoken with numerous employees at the store (managers) who say there is no way of contacting anyone at their corporate office unless they email them, and they apparently have no control or can approve any refunds/returns/credits through the store. I don’t understand how such a big company does not take care of their customers when they are selling crap products. This is a persons hard earned money that is basically going to waste. We are extremely reasonable people, and were still willing to go back and shop there.

We have contacted the BBB and if they do not resolve this problem will file a dispute with our credit card company and take this sofa back to the store ourselves and sit outside with it and make sure no one shops with them.

And now we have to wait for yet another technician to come around and confirm what the first tech should’ve done

We literally just want a refund at this point and want nothing to do...

Update after 9 months 09/07/2025 : Went back to the store to purchase a sofa, once again the salesperson guaranteed a delivery date by even showing us the date and inventory (ensure us that everything is in stock and ready) on her iPad which was a week away as we agree to the date. However, couple days passed, the salesperson contacted us saying now the delivery date needs to be pushed back for another week since one of the piece is on back order, which we once again agreed as a courtesy to the store. Then three days passed, we were contacted by the store manager this time saying now the delivery date is going to be pushed back for a month!! This is when I realize that this entire store was filled with liars and sales talks. The staff has no communication with their warehouse and the in-store system (software) they use was at all not integrated with their inventory system from their warehouse whatsoever. The whole situation just becoming outrageous again and its like the history repeat itself. Once again the store put us in the position where either we cancel the order or just patiently wait for our furniture to arrive, where once again there's absolutely nothing they can do but to let their customer to suffer from their lies and blame shifting. We made a mistake on our end deciding to give Ashley Store another chance and trusting thing can be different this time, even try to explain our bad experience with them before we move forward this time with the salesperson. How wrong was us.

12/07/2024 : The sales person did not mention about anything that is in back order when we were at the store to purchase our furniture. Therefore, we did not know one of the pieces was in back order until the day before the delivery when the delivery person contacted us to inform us about the back order. After the first delivery, we followed up with the store about the back order furniture, and all we got was a customer service person with bad attitude and disrespectfully warning us for additional delivery fee for the back order item, furthermore, we were told that we have to personally contact the delivery company (3rd party) to follow up our back order item and arrange delivery, even worse, the delivery person who used to be responsible for our first delivery deny that he ever saying the second delivery for the back order item would be free even though he clearly promised us through phone call that the second delivery for the back order item would be free. The whole situation was...

My experience was not a good one. I purchased 6 chairs and picked them up at the warehouse. When I got home I unboxed them to find that one of the chair legs was broken, I called the warehouse as it states to do on the paperwork and they referred me back to the store I purchased the chairs from. After repeated calls someone finally answered and informed me that they would open a “case” since I picked them up and did spend the additional $100 to be delivered, and that they would get back to me in 24-48 hours. After 24 hours I called for an update and no one at the store answered, I called 6 times. The next day I called again 6 times with no answer I decided to call customer service which did me no good because they told me I had to call the store. The customer service agent called the store with me on the phone 3 times with no answer. At which point they tried to just dismiss me. I kept searching the internet until I found another corporate customer service number. This person who was an escalating agent finally was able to try to help me. She even called the store with no answer. She was finally able to speak with her supervisor and they informed me that because I had called within the 72 hour period I could get the chair replaced. She inputted notes and informed me to go back to the warehouse. At the warehouse the intake worker tried to tell me that I had to contact the store, I repeatedly ask to speak to a supervisor and explained the situation and gave her the case number and she was able to look everything up and help me. Sad that I purchased the chairs in Montclair,ca had to go through multiple customer service and finally corporate in Florida helped me, only to go back to Colton, ca to pick up a replacement chair. Meanwhile I have never heard back from the store In Montclair. Horrible experience will not purchase anything from...