Ashley Store — Local services in New York

I honestly am disappointed that I have to write a negative review about my experience. The in-store experience was not bad at all. Chris, who is the mattress specialist was very kind, and helpful in deciding which mattress was best for my mother. I was buying a bed for my mother for Christmas. The sales person, Jaime was also very kind and stood with us the entire time. The cost of the bed was a bit pricey, however, I bought it cause I knew my mother was going to love it. They offered me 12 month's 0% interest on the bed if I financed the bed, so I did it at the price they offered me. The bed itself was a foam sealy mattress with an adjustable base that reclines at the head and feet, as well as having a massage feature. I told Chris that I wanted the exact model that my mother tried out. I felt great about the purchase and my mother was excited about the bed. The experience just goes downhill from here.

When the mattress was delivered along with the base, my mother did not realize that the adjustable base was the incorrect one. It did not have the massaging feature that she loved. Upon calling, because at this point the delivery people left, the stores' sales representative said that she will call me back after she investigated. I get a call shortly after and I was informed that Chris accidentally inputted the SKU number wrong and that the base on the receipt was correct but not the one that I had originally wanted. I was told that I would be responsible for the price difference which was over $1000. The store admitted to their mistake. I do not want to pay over $1000 for the mistake of the store. Not only that, I was robbed of the decision to take out the finance for a product that was going to be an extra $1000+. I told them to cancel the entire order and pick up the product because I was not given what was promised. I honestly felt bamboozled. I felt as if the sales representatives were more concerned about me opening up a finance account rather than focusing on their work. Upon calling the store I was informed by the sales person to call customer care. Customer care informed me that I have to deal directly with the store. I have been having this back and forth with the store and customer care for a few days now. The last response I got from the sales representative Jaime was that it is out of her hands and there is nothing her or the store could do for me, that corporate will be reaching out to me. I contacted customer service once more and they informed me that the store has not indicated to customer care or corporate responsibility for this and they are still waiting for a reply. At this point I am still waiting for a response about how to proceed. I am so disappointed that the store cannot simply allow me to return everything for their mistake.

DO NOT COME HERE. THEY WILL BE EXTRA KIND TO YOU UPON ARRIVAL TO GET A SALE OUT OF YOU. HOWEVER, ONCE THE SALE IS COMPLETED AND DELIVERY IS MADE, THEY DO NOT HELP. IF YOU DO DECIDE TO PURCHASE SOMETHING HERE, MAKE SURE EVERYTHING IS GOOD UPON DELIVERY. CHECK EVERYTHING, INCLUDING THE REMOTE THAT COMES WITH THE BED. LAST BUT NOT LEAST, DO NOT TAKE HELP FROM CHRIS. HE WAS THE ONE WHO MESSED UP THE ORDER ACCORDING TO THEIR SALES...

Ashley HomeStore located at 340 Baychester Avenue, contains some truly exceptional sales associates, but severely lacks at the management level.

On Thursday, August 27, 2020, we went to Ashley’s to purchase a sectional sofa, bed frame, and dinning room set, in which we happily forked over $4,000.00 in cash. The next day (August 28, 2020) we decided that we wanted to cancel our purchase of the dining room set, and we were by promised by management to receive reimbursement within 3-5 business days. As of September 8, 2020, we are still fighting with management to receive that very reimbursement that was promised. Additionally, we were promised to have the delivery team take down our preexisting bed frame and mattress when our furniture was delivered, which of course never happened. Furthermore, we chose to do business with Ashley even though we wouldn’t even receive our sectional sofa until November the earliest. Ashley’s customer service has been contacted on September 3, 2020 at 1032am, and a rep told us that our reimbursement was processed, and that we should receive payment within another day or so, and that they would contact the store via email and phone to no avail. Ashley customer service was then called again on September 4, 2020 at 9:57am, and were once again informed that our payment would be received in another day or two, to no avail. On Tuesday, September 8, 2020, customer service was emailed and when we finally got a rep on the phone, we were informed that our reimbursement was processed on September 7, 2020, and we would need to wait an additional 7-10 business days for a $900.00 reimbursement. When the rep (Cassandra) was questioned about the delay and timeframe about a cancellation that took place almost 2 weeks ago, she rudely stated she doesn’t work in sales and transferred me to our original sales rep who had nothing to do with managements failure to uphold their end of a deal. Now the entire purchase order has been cancelled, and we have to wait an additional “3-5” business days for release of payment.

In conclusion, take my advice and do not listen to a single phrase uttered by management at this location and take your hard earned money elsewhere. All that management cares about is making a sale and will say and do anything to get you to buy. If you happen to walk into this HomeStore, just pay attention to how management treats their own employees. It’s appalling to deal with these types of issues during a national crisis...as if everyone hasn’t been stretched and had to deal with difficult challenges during this time. We expected a lot more from Ashley, but all we received were lies, empty promises, and still fighting to have our hard earned money that is rightfully owed...

This review is in regard to the customer service, not the furniture. The furniture has always been a great quality from Ashley's. My husband and I recently went into the store in Bay Plaza to see a set visually before purchasing. When we entered, Priscilla greeted us warmly and told us to see her if we have any questions. I appreciated her calmness and for not being too pushy. Once we couldn't find the set we wanted we asked for her assistance and she told us it wasn't on the floor. She did show us a model that was made of the same material for us to compare, which was appreciated as it helped us realize we need to look for another option. Priscilla showed us a set that was around the same color but with a better material and we instantly loved it. She gave us the sale price and when we were on the fence on whether we should buy, Priscilla made the mistake of calling her "floor manager" to see what she can do. While I don't have her name, I overheard her talking to her team as we browsed and she was loud, unprofessional and a little rude, so when she walked over I knew we were in for it. Her sales tactic is to bully customers into buying things because they are so "rare." She walked over and said "I understand you fell in love with a set so you came back to see it again" definitely wasn't the scenario but I'll proceed. "You're lucky it's this price" "If you can't afford it, you can always buy another set that is cheaper" "You won't find it anywhere else" she ran through these lines like she was reading a script. So I bluntly asked "So you are saying all of this because you can't anything about the price?" She said yes. I mentioned that our latest experience at Raymour and Flannigan where they were able to lower the cost of our bedroom set and she respond with "Yeah they can lie to you when it always the price offered" As an HR professional, this "floor manager" is a HR nightmare and she definitely requires training. The last item that finally made us leave was when she assumed we needed financing and once again said "If you don't have the money, we have financing options" I asked if there was a discount if we paid upfront and her response was "we are all adults, you said you just bought a bedroom set and are moving financing is definitely the option." Long story short: Ashley's furniture is literally sold at almost EVERY furniture retailer and I was able to get my living room set from another distributor at a better price. Customer Service and courtesy (as shown by Priscilla) should be awarded, but the likes of the "floor manager" is the reason people aren't buying in the stores as much as they used to. Ashley's Furniture be warned of your HR mess at the Bay...