Ashley Store — Local services in Washington Township

So....I’ve been asked to leave a review.

I go to the store in deptford Nj and buy the mattress, which was definitely a quick process. As we were finishing up the sale I was informed that I was eligible for “next day delivery”although it was about 8:30 pm when we did this transaction. My thoughts..”that’s awesome!”. I was told..I’d get a phone call in the morning informing me of my 4hr window period in which they’d arrive. Now...the fun part lol.

Next day: I’m at work(since it was a bit last minute I couldn’t get the day off however, my position gives me flexibility to leave and then come back to work if I need to). No phone call until around noon. They say they have my delivery,I say “cool, what’s my 4hr window?”. The delivery man says “no 4hrs, we’ll be there in 20 minutes or less”. I say “I’m at work and 30 minutes away,I can’t get there in 20 minutes, you guys were supposed to call with my 4hr window”. The delivery driver, seemingly nervous,says..” oh,umm,if you’re not home then you’ll have to reschedule”. Disappointed,but understandable,I say ok. After I hang up the phone I get a phone call, which I didn’t answer Because I placed my phone on the table while I went and grabbed my receipt, with the number on it, from my car. The person leaves a message and it is someone form the delivery company,a woman named Maria,saying that she “just noticed my delivery is on its way and will be there shortly, if you have any questions then call her at___________(the number she said to reach her at is my number,I still have the vmail,cuz I couldn’t believe it THAT much.).

After that, a woman from the furniture store calls me and I tell her everything. She gives me instructions to call the store I got it from and talk to them, which I do. Was I disappointed and upset?..a bit. The woman I speak to from the store I got it from was seemingly putting the blame on me since I wasn’t home..then said they wouldn’t be able to deliver my mattress until the Sunday after the Wednesday of which all of this happened. At that moment, I voiced my dissatisfaction and said..”it was their fault because I never received the call giving me my 4hr window, had that call been made, I would’ve made sure I was home”. At that point I was placed on hold and upon their return,I was told I’d receive my mattress that Thursday and to call Thursday morning for my 4 hr window..since they don’t know until the day of delivery.

Thursday 11/21/19: I can be at work anytime between 8 and 10. I chose to go in later Incase my mattress was early. I call at 9:33 from my Bluetooth as I was heading into work, phone goes to vmail cuz the store doesn’t open until 10. I call at 10 and after asking the woman about my 4hr window I’m told “there’s no delivery scheduled and says that it was for the previous day. At this point, I just laughed followed by a sigh and proceeded to tell her everything that happened prior to that day. She scheduled me for a Friday delivery and said she’d call me back in a few hours to make sure I received a call to confirm the appt..I said great and if I don’t,the. I’ll call you. As I was contemplating canceling my order and getting a refund..I FINALLY got a phone call asking you confirm my spot. I did..and now..I have my mattress, it’s wonderful..I love it..they need to work on their customer service but the mattress is fantastic. I know nowadays we’re all on the move so please pardon my short...

I purchased a bed frame from them & not even 5min after my frame being put together by them the frame collapsed. I contacted them they said someone would be in contact that day to schedule a day to come out & fix it. The fact that it just happened I didn’t see why it would take days but ok. Only problem was no one contacted me that day. It took 2 days for someone to finally contact me about fixing my bed.

& once they did I informed them since no one ever got back to me I went to Lowe’s & fixed it myself. They answered me back with an unprofessional text in my opinion but that’s just my opinion.

I decided to call Ashley furniture back & inform them about my bad experience & the text message I just kept being told that it wasn’t them it was a company the sub contracted out to & that I didn’t answer my phone when that subcontracted company contacted me multiple times.

I explained to them that that company was lying that they didn’t call me. (I informed them I have a screen shot of my Voicemails & deleted voice mails if needed.)

I received a call back from the CS Manager Lauren we got into a heated discussion because she kept insisting that they did call me & leave a voicemail when I was telling her they didn’t her response was “They are not allowed to lie” well I’m telling her that is a problem because they did.

I told her all I wanted was for her to speak to the company they are subcontracting out to because they are doing bad business I didn’t hire them I hired Ashley Furniture it was Ashley who decided to subcontract out to people who do bad business.

She tells me if I have an issue with what they did I need to contact them. Other than that all she could offer me was a 50 dollar gift card.

I spent 175.00 for deliver & labor 80.00 for the product at Lowe’s to fix the bed 40.00 for the tip for the original workers who delivered.

So honestly that 50.00 gift card isn’t nothing compared to what I had to pay when it comes to the money I lost.

But all I wanted was for Ashley furniture to speak to the company they hired!!! And all I kept getting on the phone was insinuations that I was just careless with my phone by not answering my phone which is false. At one point in the call she keeps insisting they are not allowed to lie so I say but they did then she says they can’t sooo I say YOUR CALLING ME A LIAR THEN.

on this call at one point I did say a explicit word which I apologized for and I’m wrong for that. I just feel like as a returning customer who has paid like 3k at least total to Ashley this was handled wrong. No paying customer should deal with bad service like this but definitely not a returning one. I Speed threw this just a tad bit but all in all I will definitely never step foot in Ashley...

I’ve never been one to leave scathing reviews, but Ashley Signature in Turnersville has truly earned this one. We went in just to look at sectionals and ended up placing a sizable order—including a new coffee table and an upgraded adjustable bed base—largely because we liked the salesman that much. In fact, we intentionally waited to come back on his shift just so he could get the commission. He was knowledgeable, kind, and honest. Unfortunately, the same cannot be said for the management and logistics team behind the scenes.

We were told everything was in stock, but delivery would take 2–3 weeks. Fine—not ideal, but reasonable. They even split the order so we could get the bed base sooner. Great! That’s where the positives end.

When the call came to schedule delivery of the sofa and coffee table, I was told there was a “system error” that made it look like we didn’t pay for the coffee table—even though we did. The scheduler acknowledged this and said it was a known glitch from their system migration and would be resolved in a day or two. Spoiler: it wasn’t.

When I followed up with their Delivery Services Manager, John, I was greeted with an entirely new excuse. Now, the delay was because they’re moving warehouses. Suddenly, a 2–3 week delivery turned into a 2–3 month wait. Apparently, because I requested the coffee table to be delivered with the sofa (instead of with the bed base), it’s now “sitting on a trailer in Philadelphia” and can’t be accessed. Mind you—delivery isn’t even scheduled until later this week, so they have multiple days to locate and resolve this. But apparently, no one is willing to try.

John insisted I was “told all of this” when I split the order. Let me be absolutely clear: I was not. Had I known there was any chance of a multi-month delay, I would have walked out of the store and gone elsewhere.

What makes this even more infuriating is the fact that I’ve never had issues like this with Raymour and Flanagan—who also carry Ashley furniture at their Outlet stores. This isn’t an issue with the product. It’s an issue with poor leadership, lack of communication, and a completely dysfunctional delivery system.

The salesman deserves better than to lose business because of a backend mess. The customer service team needs a complete overhaul. The manager has promised to “figure something out,” and I’m holding him to it. At this point, I will not accept a partial delivery. I was told everything was in stock, and I expect it to be delivered as such.

I’ll update this review after Friday’s delivery (if it even happens). But for now, take my advice: steer clear of this location until they get their...