Ashley Store — Local services in Paramus

Probably the worst customer service I have ever experienced from a furniture store. I ordered a mattress, a base and a bed frame. When I was trying out mattresses in the store, I asked if I could exchange the mattress if I wasn’t satisfied and was told that I had 30 days to exchange my mattress. When the mattress arrived it wasn’t as comfortables and was too high for me but when I called customer service, they informed me there was NOTHING they could do for me and that Ashley brand mattresses could not be exchanged or replaced. I would have never bought that brand had I been told that information up front. And I have NEVER heard of buying a mattress that can NOT be replaced or exchanged. I checked around to other furniture stores and mattress companies and every single one of them had return/exchange policies, some of them up to 150 days or more to try out the mattress to make sure you are satisfied.

To be told false information in the store when I specifically asked about their mattress policy and then told by their customer service that they have no policy like that and they would not be able to help me in ANY way was beyond disappointing.

The bed frame I purchased did not sit around the adjustable base appropriately there was about a 6 inch gap where you could see the slats when you got close to the bed. Not at all how a bed frame should look when set appropriately. The adjustable base needed to be lowered to fit inside the frame but the delivery people did not take any time or care to recognize how poorly everything looked and they wanted to leave as quickly as possible. Again, when I called customer service with pictures of how poorly set up the bed frame and base were they told me that there was nothing they could do about it and that was how it was supposed to look with the huge gap around the mattress. Their customer service team were rude and so unprofessional. I had to research the situation myself and ended up having to buy shorter legs for the adjustable base (which should have been brought with the delivery of the base) to make sure it was at the correct height for the frame and for ME. My feet were literally dangling from the bed with the legs they set it up with! This situation could have been fixed by the customer support team if they had cared about their customer. Instead I had to fix the problem myself, order parts from Amazon and have friends come over and fix the issue on our own. Again so so disappointing. I had also purchased a sofa from Raymour and Flanigan (I do NOT work for them) at the same time. Something was off with the sofa and I called their customer support line regarding the issue, a technician came out a few days later and they replaced the sofa! No trying to argue with me or tell me their was nothing they could do, they issue was fixed seamlessly. Night and day from my experience with Ashley. Needless to say I will never buy anything else from Ashley furniture. Hopefully my experience helps someone looking to buy a mattress or another piece of furniture from having the same frustrating...

The salesperson was quite delightful and informative. She said everyone gets a brand new mattress made on the spot for every order that comes in. There’s nothing in stock. Till I found out she lied. The mattress cover she talked me into: “Call twice within the year. They will give you an extra both times, that’s why the price is so high” I called. “ I’m sorry, but that’s not true. If the mattress gets damaged, we’ll come, assess, and if the pad was faulty, you get another, and we will replace the mattress if we can’t fix the problem. And only one more time if it happens again”. While drawing up contract I was offered to buy insurance on everything I was also advised to buy their electric frame and save$100, instead of purchasing the Sealy frame. The fine print, I later found out, is not replaceable under any circumstance. The Sealy one is. The mattress delivered, was as hard as a rock. I was told to give it a few days, because the cold of the warehouse affects it that way. I called back, it was still hard, I bought a medium. They said I have to give it 120days for it to adapt to my body. It was still hard. I had to beg for 45 minutes to get a tech to come to the house. He gave a great report. I was told it had no sinking dents. So the mattress was intact and not damaged and that the ticket said it was a medium which is what I wanted. I told headquarters, because the store wants nothing to do with you after you sign the contract, that the mattress would never sink because it is too hard. I was told that they don’t check for that because it is personal preference. I was also told that the making of mattresses at the local warehouse is government rated with strict guidelines and They Don’t Make Mistakes. I had to wait another 120 days and beg for an hour to two extra people up the chain for a new mattress. I was told it would cost me $400 to pickup and dispose of the mattress. Then I was told the fee was for inspection and disposal. See I kept my own mattress for the spare bedroom. I was also told to go back to store and pick another. I bought a soft lower quality mattress, so I wouldn’t get another rock. It was another rock and my only recourse. It was a one time deal. It smelled like strong marijuana, which they all found funny, which was the cleaning agent they use to recycle mattresses , they don’t toss them. The mattress stayed hard, and has deformities now. But it felt as awkward as the other one was. I attribute the very very hard middle to the Ashley electric frame. I called the store and was asked what was I complaining about now. I had to call another business Again I asked, begged, for a tech, and he also said there was nothing wrong. I’m in my early 60’s. This is not my first rodeo purchasing mattresses. It is however, the first time I have been treated sorely for damaged goods. It’s obvious how they became a billion dollar outfit, literally walking on peoples back to get on top. Enter at...

Update 10/10/24

As you can see in the attached image. I did follow up to see what you can do to make this right as you suggested on your review response. My email was blocked.

Beware of the follwing person and his scam tactics. Read below, I am rating 2 stars bc of one specific detail. I went into this store with my wife to pick furniture for our apartment and we were approached by Frankie, he will sweet talk you and make himself your "friend" hell promise you discounts and heaven on earth. BEWARE for we were scammed by this behavior. He said to us: "all you hav to do is leave $100 deposit to supposedly separate your furniture you just picked so that nobody else will take it and you'll be asured your delivery" beware once again this is a scam. 2-3 weeks prior to us having a date for our new apartment keys I let Frankie know that the date was approaching. Again hell give you his number and be so cool with you. Then 1 week prior I said ok Next week well have our keys make sure you deliver it at this new address. He was again, all good no issues. Now 2 days prior to our delivery Frankie says oh you know what your couch and dinning set will be the only things delivery. Your and your kids bedroom set were sold to somebody else so you wont get the. Until 2-3 weeks later. 2 days prior he says that to us. I flipped and was about to cancel the order bc this guy all he does is blame somebody else for his own incompetence and lies. I was about to cancel and to go a different store when i received a call from Alfredo, who is from a whole different store and he was actually the one who went above and beyond to try and give us solutions which unfortunately, again wasnt delivered, as i come to find out THE DAY of the move. Tho It was a really disappointing experience altogether, I do have to say that it was ONLY bc of Alfredo's commitment to even offer to purchase out of his pocket mattresses for us to us in the meantime (luckily we did kept our old mattress otherwise my wife and 2 kis would have slept on the floor thanks to Frankies money grabbing lie tactics), we decided to keep the furniture only for two reasons, mainly we had absolutely no time in our hands to shop for a whole new apt furniture the day of our move and two bc of Alfredos courtesy to help even tho that was not even his sale. I believe it was Frankie's duty to put in the effort but he completely disappeared from the radar after dropping the ball so hard and I wanted to make a formal compaint agaisnt him but the hold on the phone on the corporate number was too long and I had to keep on moving boxes to my new apt. So again beware of this person and make sure you know what get into if you fall for this guys money-grabbing deception tactics. ...