Ashley Store — Local services in Roxbury Township

Stay away from this business. I have purchased multiple items from this location, and while my issue is not with this specific location, as a company Ashley is not a trustworthy place.

For reference, I purchased a table in 2023 that came with the 5 year protection plan.

Unfortunately, my table was damaged but it was quickly approved for a replacement by the insurance company. That’s where the trouble began.

I received exactly ONE call from Ashley about a delivery. In that call, they said I would be sent (emailed) a link to make a payment (you pay for delivery on insurance replacements), but that link never came. I did not notice for a couple of months, and by that point the “purchase order was closed due to non-responsiveness” despite never being emailed. At this point it’s almost been a year, and I’ve called so many times to check in and customer service couldn’t be less helpful.

This week, I finally found out what happened - Ashley did not have my correct email address. They told me the address the emails were sent to and it was not mine. It was off by a letter. Note that this email was populated by Ashley. It was not something I registered myself. The sales rep wrote it sloppily on the invoice. I still have it.

Do you know what Ashley customer service told me (in so many words) despite this information? To kick rocks. There’s nothing they can do. You’d thing they’d reach out, call, leave voicemails if there were issues, but nope. I called the insurance company and Ashley multiple times since this began and only this week did I receive answers after calling 3 times and asking to speak to an escalation team or supervisor.

I even proactively called multiple times asking if they had my information correct! In January, I actually got them to correct my email! I have called so many times and it’s such a shame I am now being told what happened and there is nothing they are willing to do.

So here I am, a customer, that did nothing wrong, forced to live with a damaged table that I paid insurance on and have an approved replacement claim.

The number of times I even needed to call to get this information was also unacceptable.

Ashley admitted to having my email wrong, but according to them it’s still my fault I didn’t reply.

Good companies treat customers fairly. This is not a good company. I also called the store as a last resort and shocker, they never called...

Two weeks ago as I entered the store I was greeted by a very demanding “I’ll be your tour guide around the store today” by the sales lady Margaret. I responded by saying “No thank you, i’m just looking today.” As I just wanted to look around first and see what I liked by myself. Margaret decided to ignore my comment by continuing to follow me and try to sell me on every couch I glanced at. At this point I was making it obvious i wanted to go off on my own since me telling her wasn’t enough and i decided to walk away. To which Margaret very unprofessionally, arrogantly and rudely mannered said “she just wants to dismiss me.” At this point I decided she would not be my sales lady after she decided to get angry and disrespectful when I told her from the beginning I did not want a “tour guide” around the store. I ended up finding another sales associate to get more information on the couch I decided on and locked in a price with her since she was helpful, friendly, and professional. I highly recommend her. While we were doing this at the counter, Margaret took it upon herself to walk aver to my family who was with me and interrogate them if i bought the couch or not while visibly angry. I came back today to put in the final sale on the couch and Margaret gave nasty looks the entire time. Which made me and my family very very uncomfortable. Well turns out Margaret decided that it was a problem we wanted another sales associate and inserted herself onto our paperwork so she would be getting half the commission even though she did absolutely NOTHING for the purchase. All she did was make me uncomfortable and not want to buy the couch. I am now thinking of calling tomorrow and cancelling my order since her name is on the paperwork. Margaret is completely unprofessional and should not be working in any costumer facing position, especially sales. I will be calling higher up about her and how uncomfortable she made me just for wanting to look about the store alone first. I have never experienced anything like...

Before I start, I would like to say this particular store and everyone we engaged with in it was friendly, helpful, and did everything they could to help our situation listed below. This review is more for the company itself and not this location.

With that being said, I would not recommend that anyone engage with this company. We purchased a couch that had the wrong measurements listed on the website. No one ensured that the measurements were correct, and unfortunately, we did not think that the measurements would have been incorrect. When we spoke to the store, they said this is a known issue that happens to customers all the time, and it was never made known to us. Once the furniture was delivered, it became evident that the couch was about two FEET longer than labeled on their site. When we spoke to the customer "care" team, they told us this was our fault and that we were responsible for the $150 return fee. After we complained, they agreed that the measurements were wrong, but this made no difference to them.

Through our discussion with the customer "care" team, it became clear that this company is happy to take advantage of its customers for a quick $150 when they, admittedly, made the mistake leading to confusion. They put this on the store to either pay the 150 themselves or have us pay it for a website listing issue. Like I said at the beginning the store ate the cost to help us, which we appreciate, but corporate and everyone we dealt with there is horrible and even disrespectful and will not assist you in any way.

They do not deserve your time or money, and I would encourage you to use your money to support companies with respect for their customers, which Ashley's...