Furniture Center — Local services in New York

The 4 stars is an overall rating based on quality of merchandise and other things. First things first, they have wonderful items on sale and usually have wonderful prices associated with it. No pressure sales either, or at least I didn't feel pressured. I ordered a love seat and sofa and received it withing a month because of the color I wanted, and that was perfectly fine. The issue started for me a few months after ownership. The sofa started to sink in and made it difficult to get up from seating. I called it in and it took several attempts of scheduling for me to get the technician to my home. When he arrived, he got to work immediately, he checked the springs and tightened them and also ordered a higher density cushion. The cushions arrived shortly there after and They were kind enough to hold it for me until I could pick it up. It made a difference for about an extra two months but then the sagging continued and I called it in again this year prior to the warranty being up. The technician came again after a few tries and informed me that it was due to normal wear and tear. Oddly, I dont see how an item that has less than a year of ownership with only two people can suffer such wear and tear. However, Im no expert and have to appreciate the information he gave me. Shortly after his departure I look under my rarely sat on love seat (darn remote fell under it) and saw a piece of wood sticking out of the dust skirt. I called that in and sent pictures. The love seat for some reason had some broken part and the springs came off. Thankfully, the store was kind enough to help me with the issue and tried to order the part. I contacted Ashley about the issue because in my view, its actually and Ashley issue more than the store since Ashley makes the items. I complained about the sofa as well due to its lack of stability and all Ashley said was contact the store. I told Ashley the store was doing everything they could on their part. After that, no word from Ashley. Its not the stores fault for the faulty merchandise I received. So I dont blame them. The only problem is getting the things fixed and sadly I have been waiting for quite some time. But I know all these things take time as well since there is a process with Ashley. I wish I would have done research on the make and model before I purchased it.I think eventually, I will have to throw these things out and get new ones. But I have no complaint about the store or the staff. They have been helpful from day 1. Most Likely will buy my second living set from them again because they weren't pushy and they worked with my budget and even provided me with ideas for lay out.

Update: Sadly, the item mentioned wasnt fixed because the technician did not call, or show as promised. I know that he is busy and I am sure he tried his best. Unfortunately, this lapse of contact has occurred one too many times with regards to communication with the technician and getting something fixed. Again, I know that he probably had too much to do and may have not been able to get to me, but when the same situation occurs more than once, eventually you just want to give up on it. So I am buying a new set when money...

This has been the worse experience I have had in all my years of purchasing furniture starting from the beginning. It began (11/26/16) with the first attempt to receive delivery of my furniture that was paid for in full from inception of the sale; I attempted to call to find out what was taking so long for them to call schedule it. Well to my disbelief when I called I was told that I still had a balance on my purchase, which indeed was untrue and it was clearly marked on a receipt that was provided by the store itself. The next set of events became even more appalling; after clearing up the mishap of the balance not owed, the delivery was scheduled. Why would I think that things would move forward smoothly, well the furniture was delivered and the chair color received was incorrect. One would have thought that after the initial mishap that people in the store would ensure that all things centering around this delivery would be inspected to the last letter to guarantee customer satisfaction. No, but instead what I was told was that they would take the chairs that were delivered and bring the new chairs when ever they came in, well of course that was not going to happen. I had to call the store to advise them that I would not be inconvenienced for a mistake that was not one of my own, and that they would need to leave those chairs there and come for them when the correct ones arrived. Well again who would have thought there could be anymore issues occurring with this order that began on 11/26/16 it now being 12/30/16, receiving a call (12/29/16) from Jessica advising that my chairs had been received and were ready to be delivered and was it ok for a delivery on 12/30/16. I asked her what time was it that delivery would occur she quoted between the hours of 1 and 4PM I said great and that ended the saga. Unfortunately that little bit of happiness was short lived; as I was later called and advised that delivery was to take place between 4 - 7PM which was not acceptable because my complex only allows for delivery up until 4PM in the afternoon, which was told to the establishment when I received the initial delivery. I at this point requested to speak with the manager (Avi) whose cavalier attitude and disregard for my feelings was astonishing, he basically told that these things happen and there was no compensation that he was willing to provide given all that I have been through. I would never ever recommend this furniture store anyone it has been the worse, a bunch of fast talking bull crap artist. There needs to a course provided to these individuals about customer service and how a bad experience by one customer is not just one customer lost but could mean a multitude of upcoming sales...

Don't bring your business to this store, avoid at all costs. At first, I was loving my couch and decision to purchase furniture there but now I regret this decision. Their lack of professionalism makes me wonder how this place is still in business. I first reached out to them 2 months ago to have a warranty service on a piece I bought. Whoever answers their phone severely lacks common sense. She swears she hasn't ever spoken to me before, mind you I've called over 16 times and have spoken to them 10/16 times because they don't like to pick up their phones. There are 2 persons I've spoken to, one who's really nice (I think her name is Jessica) and one who's really nasty (Ms. Loudmouth). Ms. Loudmouth tells me she will hang up on me if I don't stop scolding her. I'm sorry, are your feelings hurt? I bought the damn couch from you and it is falling apart and you're doing nothing but putting me on hold. This lady put me on hold for 33 minutes straight before without any courtesy, at least let me know you're still there. I have pictures to prove it, but she swears she hasn't spoken to me before. After 16 phone calls and 2 months of follow up from my end am I supposed to be happy? Anyways, after I schooled her in customer service, which probably went out the other ear, she goes to transfer my call to god knows who and nobody picks up. Customers are the reason why you still have a job, she might be too airheaded to realize this.

I hope Avi (owner) is reading this and fixes this sinking ship before it hits rock bottom. Because there's no way in hell I'll buy anything from this place until he restores...