Ashley Store — Local services in Town of Henrietta

This company is shameful. We had a horrible experience from start to finish. We began our journey in store looking at furniture. We were harassed by our salesmen Matt N at the Ashley Henrietta location our entire stay. We were in the process of purchasing a large amount of furniture totaling over $2900. This decision naturally is not one that the average working couple can take without some consideration. Our salesman Matt would not even give us the courtesy of 10 minutes amongst ourselves to talk and think about our decision without coming back striking up a conversation in an attempt to speed up the process. business hours for Ashley are normally until 9 PM. We were at the store until almost 10 o’clock. The reason being was that Matt and his eagerness to get a sale managed to rush through our credit application process and a new system and glitch out our order. His supervisor had to step in and fix it and he was giving her push back the entire time. The other salesman were making off color jokes about Matt’s in accuracies. After all this we still had to come back and re-sign our order because Matt has screwed up the order so bad that his supervisor couldn’t close it all the way that night. This was on May 20. The next day my girlfriend had a very long shift and was going to come in when she was able to sign the paperwork as it was in her name. We made the mistake of giving Matt our phone number and he proceeded to blow up her phone with text messages asking why she wasn’t there yet and why she couldn’t just come in that second. The entire reason we had to come in a second time was because of Matt’s original mistake. We finally completed our order and thought we were OK and that the rest of it would go smoothly. Fast forward three months and right before we were set to move we get a call saying that our order had actually been scheduled for a delivery date a week late and that it was delayed from that day even further. I had to make Almost a dozen calls around the area in a scramble to get our furniture delivered on time. In the process we were given the runaround and And even hung up on by Rob At the Henrietta store. The last solution that was provided to us by our corporate was to deliver half of our furniture that they were set them off and half of it a week later. We excepted with even more store credit then we had already received due to the original system screw up back up on the date of sale. On the day of the first delivery, our two delivery drivers rushed in with our stuff and did not assemble it all the way. We found a screw on the floor and the USB charging components of our nightstands were not installed but instead of hiding in their packaging in the drawers of our items. We paid over $100 for a delivery and installation. When we ordered our furniture we had requested that a particular duvet cover would be held at the store as that was going to be discontinued back in May. Matt agreed but come to find out Matt did not follow through and hold the item. After a conversation with corporate today, it turns out that not only did Matt not hold the item, duvet covers as a whole have actually been discontinued. We bought a duvet insert which was delivered to us upon the first half of our delivery and corporate told me today that that insert is not refundable or returnable. The rep who I spoke with today said she could not promise another duvet cover could be found so she said that there might not be anything we can do and we were out another $129 for product we now can’t use. We are hoping that we get all of our furniture that is supposed to be delivered this week and that nothing else screwed up this process even more. I think it is an understatement to say that I would highly suggest buyer beware whenever considering Ashley is a furniture source. Is a good chance you will receive a headache from the time you walk in Until the time that you get your furniture delivered and installed possibly incorrectly. Steer clear of...

Run and avoid!!! I would give zero stars if I could… the customer experience has been absolutely horrible and I never write reviews or complain. I had a credit to use which was a whole other situation from a protection plan I did not use on my previous couch. I finally found a dresser they would allow me to use the credit on (which took years for them to give me). Then the dresser is supposed to be delivered but I had to go pick it up an hour away. I scheduled an appointment for pick up and I get there and they tell me they must have given the dresser to someone else and they don’t have it. They call me back 20 minutes later after I was pretty upset considering I drove an hour to pick it up and I am expecting a child to tell me it was on someone’s delivery truck for Rochester and they will be back in 20 minutes with it. I was glad they had the dresser at this point so I dealt with it because at the end of the day it’s not a big deal. We get it home and it’s 150lbs so obviously I can’t be lifting that while pregnant so we had to wait for my husbands friends to come assist with getting it inside. We had to finish up painting and then I opened the box to start putting it together, about two weeks after we picked it up. After I spent two hours putting it together I noticed there were chips and marks on the drawers. So I reached out to Ashley and they said they would look into what can be done. They said they can order new parts and have someone come install them which would be nice but I do not want people in my home when I just delivered a newborn. I ask if I can get a small refund for the damage, they said normally it would need to be done within two days after the product was delivered. I sent all the pictures requested. The product wasn’t even delivered and they expect people to put together the dresser in two days time when they are expecting a child and work full time? That just seems ridiculous to me. I never complain but this whole experience has been absolutely horrible and I would never recommend shopping there to anyone… literally avoid at all costs. I have gotten multiple items from there but this was the last straw. They refuse to be understanding after all the issues they caused. They then tried to tell me they couldn’t give me a small refund for the damage because I received a discount on the item. I provided my receipt and said that’s absolutely not true, I had to pay full price to use my store credit. They try to lie to get around things and it’s unacceptable. I have never been so angry with a store because how they handled everything has been so unprofessional and it’s a shame on them when I have been a customer for years. I am not asking for a free dresser, that’s absurd I want to be refunded for the damages on a brand new dresser I...

Shopped this Ashley store a number of times over the last fifteen years, all positive, but my most recent experience will be the last. On Aug. 5, I placed an order while furnishing my son’s apartment. We secured a delivery date of Aug. 22. The following week, we determined we needed one additional item of furniture, ordered it, and attempted to add it to the Aug. 22 order. At this time I discovered (as did my sales person) that the Aug. 22 delivery was no longer viable for all but a couple of items, yet nobody had notified us or the store (claims the sales person). Included was the bed, though the mattress was available, so the sales person added a temporary bed frame so the new mattress wouldn’t have to lay on the ground. And we were scheduled for Sept. 12 delivery for the remaining items. On Aug. 22, they failed to bring the temporary bed frame and said they’d bring it on Sept. 12, but as they were bringing the rest of the bed that day, I told them not to bother.

On Sept. 8, I received a text (not a call) saying they changed delivery routes, could no longer deliver on Sept. 8, and would instead deliver on Oct. 4. It took a lot of work, but I was granted an “exception” to accommodate delivery on Sept. 20 instead. Fast forward to Sept. 20, one of the items shows up broken (they didn’t even take it off the truck or let me see it; just stated it wasn’t in acceptable condition to deliver). The good news, at least, was the bed was assembled and mattress off the floor. I received a call the next day and was able to schedule delivery for the dresser for Oct. 18. Happy to report as of yesterday everything has been delivered. The biggest issue is my son lives 2-hours from Rochester and is unable to accept delivery during the week, so this was three trips (four hours roundtrip each time, plus time wasted waiting, and work schedules accommodated) in order to get Ashley to make a delivery. It was completely unacceptable and the best they offered was a refund of $100 + tax, which they offered on Sept. 21, but as of Oct. 19 has not appeared on my account.

On the flip side, I ordered a sofa and love seat from Raymour and Flanigan. Their communication was more spot on, they delivered sooner than Ashley originally offered and delivered that day, on time. The dichotomy between the two couldn’t be more great. I will stick with Raymour and Flanigan moving forward. It is clear the Ashley stores have no control over the company...