Ashley Store — Local services in New Philadelphia

My review is solely based on the customer service. I ordered a power recliner for my husband for Christmas (plus the matching sectional). Scheduled delivery for a few days later. My husband took the morning off of work to be home for the delivery. The delivery guys were fantastic - very nice. They set up the sectional first - no issues there. They bring in the recliner, set it up and as required, they had to test the 'power' functions of the recliner. The bottom/foot portion would not raise. They carefully turned it over and quickly saw the bottom track was bent, which was preventing the chair from reclining. They had to call Ashley customer service, who had to confirm that we refused delivery of the defective piece. We were told we would be sent a new piece. Delivery was scheduled again for the next week. My husband again took the time off of work, only for the delivery team (same as the first time) to get the recliner in the house and discover that Ashley had sent us back the exact same defective chair (and when the delivery team contacted Ashley customer service, the woman on the phone questioned them and told them they were wrong and it was a different piece). So we had to 'refuse' delivery of the defective piece, and once again reschedule a delivery. The THIRD delivery was scheduled 3 weeks after the second attempt. This was yesterday. My husband again took another afternoon off of work. The same delivery team, again - very nice guys, very courteous - arrive only to find out they don't have a recliner on the truck. It was a piece of a sectional. When they contacted customer service, we got an "oops, our bad, the wrong SKU number was entered". At this point, I called customer service at the New Phila Ashley's. I indicated we had now invested three different days of my husband taking off of work, to still have no recliner, and that before we scheduled a FOURTH delivery, we asked for the $500 delivery fee to be waived. They refused, said they could offer $100 off, or a $200 store credit. I said I had no interest in a store credit, because at this point, I will NOT be shopping at Ashley's again. They refused to offer any more than a $100 discount. I asked if they had any weekend delivery options, and they said no - but instead said that we could pick up the chair ourselves with our own private vehicle, and be our own delivery people. At that point, I cancelled the order for the recliner. And the young sales girl I was speaking with then had the nerve to ask "may I ask why you want to cancel?". So I reminded her - because you have sent the same defective recliner twice, then sent a piece of a sectional instead of a recliner, all of which resulted in three different days my husband had to take time off of work - and your only solution was we could pick it up ourselves and you credit us $100. The order for the chair has now been cancelled. To top it off, I went online and found the exact same recliner with another retailer for over $400 less than...

My original review was 1 star, but at their request I removed it.

When you enter an Ashley Store you are immediately greeted and then preyed on like a hawk. This style of selling turns me off always, yet furniture stores still do it?

Our sales girl helped us and was kind and we purchased a mattress. She told us repeatedly that we had 30 days to swap for a different one. Once we finally received the mattress it was awful and we went to swap and were told you had to wait at least 30 days... So we did... (Yes this was in the paperwork we signed, but it took her almost an hour to get our paperwork processed and at that point my wife and kids were not having it anymore being stuck there...)

The delivery company dropped the mattress off inside our front door. I was told by the store they should have carried it up for us and removed the old.

The next mattress, that we swapped for (upgraded to a Purple mattress and this salesman, Jay was great) they just left on our porch but they did take back the original mattress.... However a purple mattress weighs over 200lbs and my pregnant wife couldn't help me carry it up... Had to get a friend to help carry it up. Again I was told they should have taken it up...

My son's mattress and frame finally arrived after 2 months. The delivery people screwed all the pieces together wrong severely damaging the bedframe. The footboard was smacked into the wall and a 3+ inch chip came off. Customer service approved the replacement the same day and it took 2 weeks to get the replacement. Luckily they put it together right this time, however their delivery service (they contract out) is terrible. Telling us delivery will be between 12 and 3 and then showing up at 8am is not acceptable. When telling them in person they say take it now or it comes a different day. It was like this 2 of the 3 deliveries.

We ordered Purple pillows, sheets, protectors in the store but they were out. We completed the purchase and were told they would be delivered to us. Paper says that as well.... However instead they arrived in the store and they called and made us come pick them up...

At the end of the day we are happy, mostly, but the experience to get here was long and over 2 months.

My coworkers, after hearing all we went through, related similar stories and refuse to shop there. We will continue to, hence the 3 stars, because it was all eventually figured out.

Their financing options are decent, however this Ashley doesn't use the same financing company as Ashley Furniture in Canton, so now I have 2 separate lines of credit open.... That one is synchrony and this one...

I bought a couch over a year ago when this store opened. When I tell you I was SCAMMED that is under statement CHECK YOUR FINE PRINT. I was told since the store was having a grand opening I would get 0% APR. Forward over a year later I am slapped with 34% interest and almost $700 in interest fees because there was a stipulation, the promotion only lasted 12 months when it was paid in full. I was not told that, and it was in tiny bold lettering on my sales receipt (that I had to dig up). Also they are even charging me more interest than the fine print, 29% is what was stated on the paper. Don’t trust what these people say, the cost I paid was $1900, I still owe over $1800 after they slapped the interest on me, and this was 15 months ago. I hope your company can help resolve this, this is unbelievably devastating. Not only did I hear correctly, my husband heard the exact same thing said to me. I guess my mistake for trusting what people say, and me being polite and hurrying along since it was packed in there.

9/2 update. No one resolved my issue, the store couldn’t even call me back and that was days ago. Called the credit card company through them and they couldn’t removed the $700 charge, I missed their grace period by 10 days. Also I was charged 34% for the entire purchase instead of what was on the paper at 29%. I sent a complaint to the BBB. Capital one recently got in trouble for these shady business practices too btw. Screen shots to follow a horrific conversation and the contract they wouldn’t follow. I couldn’t even share the contract with the credit card company and they kept changing their answers to their percentage rating charges.

9/10 still haven’t heard from this store. Also the BBB replied to my complaint stating they will forward it to the store to resolve it. If no response the BBB will file...