Ashley Store — Local services in Salem

DO NOT BUY FROM ASHLEY'S. I would give it ZERO stars if I could. I have never experienced such poor customer service when it comes to addressing a warranty issue. I've been trying to work w/Ashley's Customer Care in regards to my white leather sofa & recliner for far too long now. I purchased the set in 2022. The problem started within the 1st mo. or so. Here we are in 2023 & still unresolved.

I have 2 sections that immediately were color stained within the mo. or so, by normal usage (people just sitting on the sofa or recliner). Pretty sure the sofa & recliner had not been pretreated before leaving the warehouse. Quality leather shouldn't stain from clothing like that. I've owned a light buttercream leather sofa for 5 years that I purchased from Jordan's furniture in the past & it never absorbed the colors of clothes.

I've asked Ashley's several times to help resolve this matter because it's covered by warranty, all I continue to receive is the run around.

Every time I call, they say someone has called & left a message. Not true. I've only received 1 email & 1 voicemail from Ashley's & that was in the very beginning of this ordeal. They requested pictures. In response to their request, I had sent 2 emails with pictures, & a follow up phone call. Nothing came about. I called over & over & kept getting the same response which was that someone will get back to me.

On 1-24-23, I had to forward that same email w/pics to Ashley's again because they couldn't find the 1st email (both emails sent to emailus@ashleycustomercare.com & GuestServices2@ashleyhs.com). I did receive confirmation from an Ashley Customer Care rep that the email was received. Still no resolution. FYI- all I did was forward original email to same email address it was originally sent it to, all while I was on the phone w/the rep. Funny how they can see emails when you stay on the phone w/them to confirm that they receive it.

This is embarrassing. I won't let anyone sit on the middle or left section of the sofa worried if someone sits on that side of the sofa with any colored clothing, the sofa will absorb the colors. No one should have to worry so much about what guests are wearing while they sit on your furniture.

Ashley's - Salem, NH had the same white sofa on display for a while. I didn't see it color stained & I'm sure plenty of people have sat on it. I was one of them.

3-4 mo. ago Ashley's finally sent out a 3rd party co. to supposedly resolve the matter. Guy shows up at 8pm (when he was supposed to arrive no later than 6), saying he was told to come clean it. He didn't even clean it. He only came in with a cell phone. No cleaning products of any kind. He took pictures & said he will report back to Ashley's within 10 days.

Since the pointless visit, I called Ashley's a couple of times & was told that they still haven't heard from the 3rd party co. All they did was continue to give me fake apologies & lies about how they're going to have someone call me back to resolve. Nothing was been done. Before anyone says "Maybe she's not a clean person", my entire living room is mainly white with black, gold, & grey details. I keep it sharp looking.

Called again today (8/4/23), was told they called and left a vm back on July 11. Which is a lie. I did not receive a voicemail from Ashley's that day. I check my vm daily. Ashley's tends to be the only co./people that claim to leave me a voicemail & somehow I never receive one. I have no problem receiving voicemails, or any other msgs from anyone else. I kept asking what number they're calling. Reps don't answer me when I ask. They carry on w/ the "I'm sorry".

BTW, they just informed me that there is nothing they can do. They're claiming it is heat damage based on that unprofessional useless visit from their 3rd party contractor. I have central AC/Heat. I keep the temp in my place between 68-72 degrees all year round. Make that make sense.

It was never a heat damage issue. It is an Ashley QC issue.

Anything not to hold themselves accountable.

Ashley's Furniture are...

I went there, Salem NH store, to purchase a living room set. I had "Buddy" as a sales rep. He wasn't pushy at all, I found what I liked and purchased it. First of all the prices in the store and on the web site are totally different. So I mention the website is cheaper, he says well I'm gonna give you a 10% discount. Ok, so that discount ends up being the prices on line!! What a scam!! Then he says you will have your furniture within 2 weeks, Well that actually meant it would be in the warehouse in 2 weeks and then they call and set up a delivery date. Of course I had a problem with that also, they don't deliver Sunday's or Monday's. Not being able to take more days off, I give them a list of 5/6 days that I am home. Well they are not in my area those days!! Mind you, I already sold my other living room set so I had nothing in the room. I played phone tag with different managers to get this rectified, as "Buddy" said 2 weeks. I told them I wanted to cancel my order because they could not accommodate me and argued with them about charging me a 10% restocking fee, what do you mean a restocking fee- it's still in your damn warehouse!! After 3 days of this, I got my furniture. Not only do they not give you a care kit as other stores do but "Buddy" never told me that the furniture is not treated or protected from stains, nor did he offer this to me. After having the furniture a couple weeks, I'm noticing every little thing stains it, so I called and asked if the furniture was treated, oh that was when I finally talked to someone after being on hold for 13 minutes hanging up and calling back, NO your furniture is not treated, when you purchase it they offer this service for more $$. Great, more $$ and I was never offered this service. So the woman I talked to says you will have to find a company on your own to come out and treat your furniture!! REALLY??? Worse experience ever! Not only is thier customer service poor, but the managers, and furniture SUCK too!! They are thieves and liars!! Don't shop there!! I personally think we should all contact the BBB and maybe even " Hank Philippe Ryan" on channel 7 to investigate...

Would give -5 stars if able . I knew what I wanted so I didn't have to waste my time wading through the beige and grey of the store ( color choices, can we get some back?) . Made all the measurements and know that the house I'm in that was built in the 1800's that this set was going to fit not exactly the first set of furniture in this house and a heavy Broyhil bedroom set that the dresser alone is 3/4 the size of the couch in fact it's the size of the loveseat of this particular set i bought out I'm blonde not stupid. Saturday 12/28/24 was the delivery day and the " men" neither of them understood anything I was saying or chose not to understand since there is a difference I've worked with enough people and in retail long enough to know that.Nor would the delivery coordinator switch to English so I could speak to him about the delivery. I don't care where people are from but make sure the people in charge can speak to everyone 🤷🏼‍♀️ just a thought. Now these 2 men were half my size and I'm 5'8 . They got it up to the door got it maybe 2 inches into the doorway and decided it couldn't go up the stairs. All the needed to be done was a shelf needed to be moved and they refused to let me move it out of the way so they had enough room to pivot the couch to get it up the stairwell. Called customer service line and that was a waste of time since they couldn't help me. Called the store took forever for someone to pick up the line and tried to say they were busy.... This lot at any given time only has employees cars in it. Jeff who I spoke to said he'd be monitoring the order and would call me when it was scanned in so I could come in and get my refund. Guess who didn't call ? I had to only to find out it was done first thing that morning. Here it is almost a week later and I'm still waiting for my money to be returned and I used a debit card. Not a single person cared about this sale and how badly the delivery went. But elsewhere like I am. Couch in a box is a better more...