Ashley Store — Local services in Richland Township

This review is for the Johnstown store only, and specifically about Ben B. Ashley furniture customer service is absurd and Ben is the only person who cared to make this right. I had purchased a sofa from Ashley online and within less than a year, it was broken. I contacted Ashley and they ordered parts and sent a technician to my house. The Ashley associates were located in Batavia, New York. When the technician arrived, he said that the parts Ashley sent were not the right parts. So the technician had to place a new order. The parts arrive a couple of weeks later and I contacted Ashley again to schedule the repair. I didn’t receive any response initially so I kept messaging them. They finally responded and said that they no longer has a technician in my area and that my only option was for them to come get my sofa to repair which would take 2 weeks. I asked them what I am supposed to do in the meantime considering a have three small kids who were not thrilled with the thought of sitting on the hardwood floor for two weeks. They told me that basically that is not their problem. I asked how it was acceptable that the furniture I bought broke in less than a year and that their only solution was to take my sofa away for two weeks. They didn’t care. I asked for loaner furniture and they said no. I asked for a partial credit since I am making payments on this furniture and was told no. No matter who I called, no one cared. Ashley has the worst customer service I have ever experienced. Finally, I decided to get ahold of the Johnstown store since they were not far from where I live. I spoke with Ben who was the only person to sympathize with my situation . He assured me that he would make my repair a priority and he followed through. Our pickup was scheduled for may 10th. The technician said the damage was much worse than expected so I assumed this would cause a long delay. But I got a message from NY on may 11th, just one day later saying that my sofa was repaired. The message said that they couldn’t deliver until may 17th, but when I contacted Ben, he said that he would do everything he could so I wouldn’t have to wait another week. On May13th, at 7:00am, my sofa was back in my house. This would have never turned out this way without Ben’s help. Unfortunately because of Ashley’s horrible customer service and lack of empathy for their customers, I will never make the mistake of buying anything from them again. I have purchased all of my furniture in the past 15 years from Ashley and I will never give them another penny. More Ashley employees need to have the same work ethic as Ben does. He deserves a raise....

UPDATE November 21, 2018:

I received a voicemail early this morning from an unidentified woman calling to discuss my issue. I called back, sat on hold for 5 minutes and left a voicemail.

I'm not normally someone who does this. HOWEVER, I'm even more disgusted with the treatment I've received. The owner of this store invited me to discuss my experience; and now I'm sitting on hold - again.

How about this, you post publicly about how you're going to make this right. Because right now, all I see is a company who doesn't care about customers - in a time when repeat business SHOULD be the goal.

The day I picked out my new furniture was great. My sales rep, Bernie Mayket, was very helpful and patient with me. She even came in on her day off to finalize my purchase. She assured me she was available for anything I needed to make the whole experience as painless as possible.

Fast forward 3 weeks later when I was told that only my new bed would be delivered because the warehouse suddenly didn't have the other pieces. Fine. Then another 2 weeks later, I specifically requested a late-day delivery for the remaining pieces because of my work schedule. I was told they would do their best to accommodate me. Despite this, my delivery was scheduled for 10:15 a.m.-1:15 p.m.

When I called to reiterate my request, they said they had no control over it; but that I was the 6th delivery of the day, so it would be more toward afternoon. I reached out to Bernie to ask her if she could intervene. She did - only to the point of making a phone call to have a scheduling manager call me. The manager re-stated their lack of control over scheduling and reassured me that my delivery would be more toward afternoon. I called Bernie - at her request - to update her. I left her a message and never heard from her again. Needless to say, my remaining pieces were delivered first thing in the morning. Meaning that I had only 4-1/2 hours of sleep because I worked until 3:00 a.m.

Here's the deal... and I SHOULD HAVE known this: My money was paid, Bernie got her commission; and I got pushed aside because they count on the fact that it was "too late" to cancel my order once it was on the delivery truck.

A friend had told me this would happen - after I bought the furniture. I figured I would give Bernie the benefit of the...

Dan Berger was the absolute best salesperson I have came in contact with. He never tried selling me on a tempur-pedic after I told him I was uninterested. He pointed straight to the one I purchased. He gave me and my husband space to discuss and did not hover like most sales people, that can be quite annoying sometimes. So the next time you visit Ashley Furniture ask for Dan the amazing sales associate!!

I still stand by my statement above......however there are a few things you should know before purchasing from Ashley Furniture Homestore, 1.) They do not tell you that when you purchase a couple thousand dollar mattress that it could be 2 weeks or more before you receive said mattress. They also do not tell you that when you schedule a delivery day, that could also be rescheduled, they don't mention that status on your order can change minute to minute, hour to hour, or day to day. 2.) They do not tell you when you get sick and tired of waiting for said mattress,that you paid an arm, leg, and half a kidney for that if you want to cancel your order, you have to pay a 12% cancellation fee. These are all surprises that you get, when you purchase from Ashley Furniture. I can reassure everyone that's reading this, I nor any of my friends and family will be referred to Ashley Furniture. I have been doing my homework with Mattress Warehouse. That's probably where we should have went after Sears, and before going back to Ashley furniture! But stop in at Ashleys if you like to see good sales associates, that's about the only thing they have going for them!!

update* It is October 17, 2017 I still have yet to receive my headboard I ordered September 9, 2017. They have tried to deliver it 2 times now. Each time not having the correct parts. I called complained, had to pay another 150.00 for the correct parts, and they keep coming up with excuses as to why I still have no bed. I highly recommend you shop some where else. Some place that likes to help you figure out the problem. Not a place that can only apologize and tell you to keep waiting. I have never been so...