Ashley Store — Local services in New York

The Industry City location has a lovely staff. Abel assisted in choosing the right mattress. We were told that we would get free removal of our old mattress and box spring. On the day, delivery people had no note of removing our old mattress and had to leave without doing so. We were instructed to call customer service. Now, my husband stayed home to receive the mattress and I was able to head over to Industry City and speak to Abel. It was beyond his control and a manager (I forget her name but she was lovely) tried to assist. I called customer service and she stood by to make sure she would take over the call if needed. While I was put on hold she even called on her line to try and double our chances of getting a rep on the phone. So, for the Industry City location, they tried. Unfortunately, communication broke down between them and my delivery where the mattress could not be removed. As for customer service, I would say very unhelpful. I was told I would get a call but never did, so I emailed. Not only did they reply that delivery would cost (which I was assured it wasn’t for the IC location) but they also recommended I buy a foundation, suggesting I spend more money, pretty much. I emailed back a few more times and no one replied back. I was hoping they would at least offer a different pick up day for the mattress, even if I ended up declining. Show me you tried. I’m guessing I got the mattress and that’s it; business is...

I am usually not someone who leaves google reviews but I feel obligated to follow my conscience and share my experience for the first time! Wife and I were furniture shopping for our new house, and for obvious reasons had planned on checking out multiple furniture brands to get the best deal/product. However, the service my wife and I received from the very moment we walked in compelled us to cancel all those deal shopping plans from other brands and stick to just this location! Basher and Matt were second to none; Matt was incredibly helpful and patient throughout the whole process. But my guy Basher was something extra special! I’ll probably run out of all the good adjectives to describe this man who I started calling a brother after this whole experience. He was incredibly polite, friendly, knowledgeable, accommodating, and a true well wisher who guided us to make all the right decisions! There are a handful amount of furniture brands with good quality products out there in the market but most of the time—their sales ppl lacks authenticity and seems like memorized sales pitches when they approach you. BUT Matt and Basher were the exact opposite of that. They were the epitome of high quality guest servicing. Specially Basher who will add value to any team he will be a part of. Thank you guys for this seamless experience and helping us achieve our dream...

Most of the time, I fend off the sharks (sales people) because I know they'll convince me to buy something. Here, I felt a vibe. Basher came off as a friend showing us around the place, and when it came down to us deciding on what we wanted, he allowed us that space (rather than pressuring us).

The real reason for this 5-Star review is because of what happened after leaving the store. Our delivery date got delayed once by 4 days. No big deal. Then it got delayed by 3 more days. Okay... Then by 2 more weeks. Basher called us so apologetically, and we told him we really had to mull over canceling the order. We had nowhere to sit in our apartment, and we could easily go to another furniture store. We did that, but no pieces struck us like the couch we ordered from Ashley's. So, we told Basher we'd keep the delivery. 12 hours later, I get an email saying it'll be delivered in 4 days! Basher worked his magic and got us an earlier delivery.

Basher was working beyond the store's hours to make this happen. He texted us at 9pm with the good news. We are so grateful he advocated for us among shortages and delivery issues. I don't hold this against Ashley's—I've had the same experience years ago with another store—and I'm especially thankful to our friend. I highly recommend working with this store. They respected us and...