Ashley Store — Local services in Town of Wallkill

The only reason I gave one star was because the sales person was very helpful. However, the day of delivery I was expecting a bedroom set and an end table set. Two men arrived at my house. First of all one of the men started bringing in the dressers to the front porch. He was carrying the dresser by himself, and because the dresser was very heavy when he got to the front porch he had put it down very hard. He proceeded to carry the second dresser by himself. Finally, the second man started to help him move the furniture into the house. After the bedroom set was put together they called me to tell me it was complete. There is about 20 drawers in this particular bedroom set so I opened a couple of drawers just to check. The drawers were a little sticky but everything seems okay. About 10 minutes after the delivery men left I opened one of the drawers because I wanted to begin to fill it. The drawer came out a little crooked and when I closed it, it wasn't closing flush to the dresser. I took the drawer out and the track fell into the bottom drawer. I immediately called Ashley Furniture. I was told that I would receive an email, and I was supposed to respond to that email with pictures of the damaged dresser, and they would follow up with me the following day. I never received that email. The next day I called them back because not only have I not received the email, but never received a follow up call. I called them and the representative I was speaking with stated that the email was sent, and I didn't respond, and proceeded to ask me if I checked my spam folder. When I told them that that was the first thing I checked she attempted to send it again. I put her on speaker phone so I could check while she was on the phone, however she just hung up. I then attempted to call them back later that day because I just wanted this to be taken care of but couldn't get through. So then I tried to call the store. They told me that there was nothing they could do there, and would call the distribution center the next morning. The women from the store called the next morning only to tell me that someone would call us back this morning. Of course nobody called. And again we had to call them. The person that answered the phone then stated that they didn't receive any photos and had to send them again, and would have to call us back. Guess what... they didn't call. I had to call them again, and then I was told that there was no manager available to okay the exchange of the damaged piece furniture, and would have to wait. That was not an option at this point, and told them that a manager must call us back that day. We finally got a call back, but was given a lot of difficulty. I didn't pay $2,500. for it to be damaged. It's isn't like it was a day, a week, or even a month. I called them for the first time 10 minutes after they left my house. I will never buy anything at Ashley...

Let’s Begin… My partner and I have been looking for months for the right couch. But there was always something we didn’t like. This is our first home and we both wanted to make sure each purchase was very intentional and something we both liked. One day we strolled into Ashley furniture in middletown NY. Upon walking in we are greeted by the team on site. Everyone was friendly, well dressed and laid back. This we immediately liked by me personally as I am quite anxious as it can be overwhelming in some retail furniture spaces when everyone bombards you with options. We looked around for a bit then we saw her! Lorenza 2 piece sectional with oversized ottoman. As we we were checking the out couch (sitting laying, enjoying lol) . Jessica walked up and gave us some details about the couch. A perfect way to approach. She clearly saw we were interested but didn’t pressure us. She allows us to sit on it and even showed us different options.. Just so we could be absolutely sure that this couch was the one! She even sat with us and gave us all of the pricing, & financing options on the case we needed to go that route.. We told Jessica we would like to move forward but wanted to wait a week to mull it over. We’ve ran the pros and cons against another couch we were thinking about. It really was no competition haha. What really drove us to choose Ashley furniture, was not only the couch set but also Jessica’s approach. She was cool, calm, informative and genuine. She even gave us her phone number in case we had questions (which I did and Jessica gave prompt responses) and left us with a pricing packing with all payment options. Boom a week passes and we are ready to buy the couch. We enter the space a bit after 12 and are immediately greeted by the team, asked if we wanted water or tea. Jessica was front and center and remembered us, as we were closing out as an extra bonus. We got a unexpected discount! The check out process was quick and understandable. We left the space excited and happy. I couldn’t asked for a better sales person. And team. This particular store location is a Gem 💎Thank you for your patience Jessica. The service was so nice, and the whole team...

Buyers understand this … if you ARE NOT happy with an item make sure you tell the delivery driver then and there because once they leave your home you WILL NOT be allowed to return or exchange.

My purchase was well above $10k - My bedroom set was delivered at 8am. I ordered an adjustable base and new mattress along with the bedroom set. The bed looked giant to me but since it was 8am. I did not test it. That evening I struggle to climb onto the bed - no worries nothing a step stool can’t help. Well once on the bed I can’t reach the night stands. The bed is just too high, not functional or practical for normal life. I removed the adjustable base and although the bed is still a bit high, it was huge improvement.

I called customer service in hopes of just returning the base, since I can’t use it. It just doesn’t fit with this set (something the Sales Dept should be better aware of). I am told all Sales are Final and I should have informed the driver before he left. It was 8AM! How would I have known this would be a problem until I actually attempted to sleep on the bed? The young lady Catherine kept parroting the same line, no returns and no exchange. I asked to speak with a Manager and she advised me that they will tell me the same. I told her I want to speak with her regardless. They tell me they would have to call me back. Catherine calls me back after 5mins and once again parrots what the Manager says - unbelievable that the Manager has her employee call me back after I specifically asked to speak with her. The absolute unprofessional disrespect. I once again told Catherine, I do not want to speak with her. I want a Manager. I’m still waiting for the call. My next step is to walk into the store where I made the purchase and speak to someone there. Although I already tried and was told to call Customer Service.

Do yourself a favor - DO NOT buy at Ashley Furniture if you are willing to be forced to keep things you don’t need. Their Customer Service is in serious need of...