Ashley Store — Local services in Newington

I am taking the time to write this review because our experience with Ashley Furniture store has been beyond frustrating and unprofessional. We bought a sectional last year-2024 and an ottoman. The sales people were courteous and accommodating. One month later, our sectional was still pending with lots of phone calls (that we needed to make) to inquire on the status of our furniture. We decided to go to the actual store to talk to an in person. The manager was accommodating and gave us a small discount to remedy the situation as we had to spend our Thanksgiving without proper furniture. When finally the sectional was delivered, the ottoman was missing. Dozen of phone calls later, alas the ottoman was placed and delivered in January. The sectional and ottoman are beautiful and we were ready to finally enjoy our furniture. But no, it was not meant to last. 2 weeks into using it, our sectional piece started to squeak and sag in the middle. When we called, they sent a technician in who confirmed that the piece was defective and improperly assembled. He ordered two pieces and told us he will be back to fix it. He was surprised at how the piece caved in (especially that we are slim people, so no extra weight to blame for the caving). We got a call a month later that they are coming to fix it. The technician showed up and he was surprised the pieces were not delivered. When we called the store, they questioned us as to where the pieces are or why the technician did not have the pieces with him. Complete lack of communication; as a customer who bought furniture, it is not my responsibility to follow up with warehouse, technician or coordinate the different people who are supposed to take care of the situation. Nonetheless, we agreed on a reschedule. Today, we got the call from the technician he was coming. Again, same situation with no furniture pieces delivered to us. When we called the store, they transferred us to warehouse where a manager acted surprised the technician did not have the pieces with him. They assured us they will come in the afternoon. No such thing. Technician called he is not coming today. I called the store and the woman (beyond rude and unprofessional) transferred me to a voice mail (cutting me off in the middle of the sentence). The tone and manner of this person is beyond unacceptable. As the person who handles customers, I cannot even comprehend how she is holding such position and not be held responsible for the manner in which she is handling the company’s customers. We ordered this furniture before Thanksgiving: it is now almost Easter. Our brand new sectional is defective, no certainty as to when it will be fixed. We spent hours on time on the phone trying to reason through this situation, never mind the weekends wasted waiting on people to come to address the situation. Worst...

On 9/1/23, I purchased the king size Hyanna bedroom set from the Newington CT Ashley home furniture store. I spent a total of 999.99 on the platform storage bed with drawers. The order finally came in on 10/28/23. I was informed that I paid for delivery and installation. The 2 individuals who installed my bed initially, did so incorrectly. Ashley uses a privately owned random company for their deliveries. They “forgot” to install the center beam to support all of the terrible quality slats laying horizontally. I was told this bed did not require a box spring, so our mattress was placed directly on top of the bed frame. The 2, 1inch by 1inch pegs to support the center of the bed made holes in our mattress and scratched our hard wood floor. My boyfriend(200lbs) and I (145lb) were sleeping in a large dip. I reported this initially on 1/19/24. I was told to lift our mattress off and take photos and videos of the issues. After receiving the photos, they sent a technician out and this man was not able to repair our bed at the time of this first initial visit. He did not bring any new materials with him. We booked an additional visit. This time, the technician brought new slats with them. They removed the old slats and the technician who came out said “The installers must have been crazy to leave the bed this way”. He installed new slats, left the old ones for us to discard on our own and installed a very thin two pieces of “wood” as a center support beam. We accepted this, thinking okay- now the bed is installed how it was supposed to be. Now it is March and yet again with just a small movement in bed of tossing and turning over, we hear a loud drop and it sounds as though the bed will collapse. I spoke with Bob Ahearn many times, the VP of the store and he has failed to offer me any solution except to keep having technicians out to complete the exact same procedure. Now we have slept on an unsafe, unsupportive, terribly made bed for 5 months. I have requested an alternative option be provided to us such as a metal bed frame or to return the bed and be reimbursed but this has been refused over and over. This experience has been exhausting and extremely unprofessional. Be aware of the risk you take when you make a large purchase...

Ashley furniture does not stand by their furniture. I spent alot of money on a bedroom set with the mechanical mattress mover and a sectional sofa. I purchase from Newington, CT. First, The side tables started peeling paint 2 weeks after I had it. The dresser and beureau draws all were put together incorrectly and wouldn't close. Less than a week later a draw breaks. 3 months later the beureau starts peeling paint on the top. I don't eat or drink in my room. This was not a result of liquid. This is horrendous. We had to try to fix the draws but were unsuccessful. The mechanical mattress mover clicks very hard when it moves into the straight position. Sounds like it's breaking and we are not heavy people. When you have your head elevated, if your partner coughs or moves the whole head portion bounces up and down! It's horrible quality! All of it! If I could have returned it I would of! I could not get anyone on the phone to return my calls. It took me 13 weeks to get all the pieces to my furniture after 5 weeks of run around after the "delivery date" that kept expiring without my furniture delivery. I also bought a sofa sectional,it was of very low quality. It doesn't sit level and the pillows are all sunken in and now wearing out! I bought this furniture all at the same time a year ago. I should have shopped elsewhere. This wasmy first time shopping there. The customer service is less than medicre and unnacceptable. They never want to return your call or refund your money. I'm posting this now because my experience was terrible and thousands of dollars wasted and it was left unsaid for a year. The more this furniture breaks down the more foolish I feel for purchasing from Ashley and I do not want anyone else to have this same experience. Their quality of furniture is extremely low, knockoff quality. Their customer service quality is unacceptable. I will not be shopping...