Ashley Store — Local services in Secaucus

Went into Ashley's near my job to purchase a couch for my home that I just purchased. I walked in no one greeted me and sales reps. just sat around and not acknowledging me. A woman with her teenage daughter is walking through the store and the sales reps are walking past me to go and assist the the woman. Not sure if they were profiling me based on my appearance or age or just didn't think I would have the money and I would be a waste of their time. Finally the manager approached me, I disregarded the lack of customer service and signed up for finance option and bought the couch. Delivery day! I was working from home that day. Delivery team set up the couch, I signed and walked them out. Two hours later when I was done working, I inspected the couch and realized there's stains, staples coming out, a corner completely damaged. I called the store and the manager gave me the excuse that I should have refused the merchandise and there's nothing he could do now that it's been delivered and I should call customer service. I advised Juan, I was disappointed I expected better but I called customer service and filed a claim. Sent pictures and customer service said per their policy they will not swap it out but will fix it. A few weeks pass by and I receive materials so a tech can come in and "fix it". I schedule an appointment for Saturday, August 17th and was advised I would receive a call the day before. 8/17 comes around and I never received a call so, I call the store and I confirm if my appointment was still on for that day, the woman on the line confirmed my appointment was from 1-5pm. I decided to sit to work on my front lawn so when, someone showed up, they wouldn't miss me and I could see them immediately. 5pm on 8/17 and no one has bothered showing up or calling. I call the store again, the woman I spoke to this time incredibly rude, I explained the situation 4x and asked to speak to a manager multiple times, she refused to let me speak to a manager and pretty much called me crazy and told me I never had an appointment and I needed to file a new claim. I called Juan, the manager and told him I never want anything to do with Ashley's, I was very upset since the woman I spoke to before brought me to tears. He apologized and said he would reach out to his superiors and take care of it. 4 days go by, I haven't heard from anyone, I reach back out to Juan and he sent me a picture of an email he sent out and apologized again. 6 days go by, still nothing. I text Juan again but this time he did not respond. Tuesday 8/27 finally someone reached out to me. Nicole from customer service, she tried to schedule another tech to come fix the couch and was very apologetic about the whole situation. I told her I did not want anyone from Ashley's in my house ever and what I wanted at this point was a credit for the damaged couch and to never do business with the company ever again.

Nicole offered $150.00 credit and told me she would send me an email that I would have to pretty much agree. When I got the e-mail I laughed. It states that I will receive a credit of $150.00 (the delivery fee) but Please note that furniture that is accepted “As Is” is no longer covered within our One Year Limited Manufacturing Warranty. Now, what does the manufacturing warranty have anything to do with me receiving a credit for a damaged couch? Exactly, I responded to Nicole I do not accept the credit under those conditions.

At this point, I want a...

I would've loved to provide a better review, but the experience after our purchase had a huge part of the negative review. We recently moved across the country and purchased a bedroom set along with a couch and coffee table. When we looked at the couch/coffee table, it looked like it'd go well. However, we had to go with a smaller width on the couch due to the space in our living room (which both sales personnel were aware of), but both sales personnel and ourselves did not catch that when we decided to purchase it. When it was delivered, we felt rushed to check for damages since we were given the phone and didn't realize we had to do an inspection of all the furniture we purchased. The phone connection wasn't the best and I told the rep we didn't spot any damage and I signed the paperwork. Minutes after the delivery crew left, we sat down on the couch and realized that the coffee table was A Lot bigger than in the store and realized that none of us took into account that we were getting a shorter couch than what we pictured in the store. I called the salesperson within 5 minutes of the delivery crew leaving to let her know hoping we could exchange it for something else that fits. She told me she tried to ask her manager, but never heard from the manager and I kept having to contact her to get any possible updates. When we signed for the in store purchase, we were not told that it was a final sale. One thing I did notIce was that they automatically added the Warranty service for every product. I actually was planning on getting it, but again, a disappointment as a customer that they add it without even giving an option. When I called the customer service hotline, The rep on the phone was rude and was pretty much trying to hang up the phone on me. I've been in Sales/customer service for over 15 years and overall, the customer service was beyond disrespectful and disappointing.

The delivery was another thing. they kept changing the delivery time which was frustrating since we live in an apartment building and have to schedule the service elevator. They did set up the furniture in a timely manner, however, once they left our apartment, the hallway had splinters of wood and staples from the packaging. The crew never came back to clean up which, again, was beyond disappointing. I brought this up to the sales person and again, she told me a manager would reach out to me, but never got a call. I know there wasn't much they could do from that point, but again pretty piss poor customer service from the management.

In Addition, I already had to call the furniture insurance due to an internal arm rest issue on the couch after only having it for less than 2 months! Theres a squeaky noise inside the armrest and waiting for a technician at some point.

I left a review through Ashley furniture as well, and haven't heard back. Apparently they don't care after a sale is made which is disheartening after spending around $6000. We still need to furnish other parts of our place, but definitely not going back...

We purchased a sofa and bedroom set from Shanene Vergara from Ashley Furniture in Secaucus, NJ and had a good experience. However, in August of 2022 we purchased an outdoor seating set and Shanene Vergara wasn’t available that day, so we ended up dealing with James Way, this was a mistake. We purchased the set and were given a delivery date. After the sale we were told the pieces would be delivered separately. Over the next month or so we received all but one of the pieces in the set. Then the issues started. The delivery date of missing piece was pushed back again and again. James Way never reached out to let us know the delivery would not happen or provide any kind of update. We would have to call him over and over to get a response which was always a rude one. Asked for a supervisor and nothing. So, we have now resulted to texting James Way so James Way cannot claim he didn’t get the call. Just reached out to James Way yesterday, two weeks after the “new” delivery passed and after receiving no update from James Way. Shockingly enough the delivery has been pushed to April. It is now March 2023, and the missing piece is scheduled for delivery in April 2023, (we were not even provided a date). That is 8 months after we purchased the set. We have never received an explanation or even a courtesy apology (not even expecting it to be sincere lol). Obviously, we are not expecting delivery in April or to be contacted that it was moved again. We understand James Way is not making and delivering the furniture, but James Way is the person who we dealt with, and James Way is basically representing Ashley when dealing with us. So, when James Way doesn’t even care enough to give an update or explanation of what is going on here it makes Ashley as a whole look bad. We are going to file a complaint with the Better Business Bureau as well as the New Jersey Division of Consumer Affairs since James Way and Ashley do not seem to care that we purchased an item 7 months ago and have no actual timeline for receiving what we paid for. We cannot return the partial set we do have either, so we are stuck with an incomplete set at this point with no resolution in sight.

There are plenty of other places to purchase furniture and I would recommend going with one of those. Or at the very least not dealing with James Way at this Ashley location. Since James Way does not seem to care to at the very least update his customers when...