Ashley Outlet — Local services in Waterbury

My fiance and I purchased a couch 9/2 and were told we would get a call in 2 weeks regarding scheduling the delivery for the 3rd week after purchasing. This was perfect as we were expecting a baby due in October and wanted to have the new couch before he was here so we would not have strangers in the house bringing germs in while we have a newborn. I never received a call and I had to call to inquire about the delivery. The couch was delayed and they said I would receive a call at the end of that week, and again no one called so I had to call. This happened 4 times where I was promised a call back and I had to end up calling. Finally my couch was delayed to 11/5. My fiance and I contacted the manager, al fonzo, and he stated we could either have a $200 credit for the miscommunications and delay, or pick a new couch that was in stock. We accepted the credit after talking about it and my fiance called the manager to tell him we would accept it, and al fonzo said this was actually coming out of his pocket which is very weird he would make a deal with customers with his own money, then he told us to come on 10/19. The couch ended up coming 10/11, despite being told there was a delay to November due to the fabric taking long to manufacture because of the war. We had our child and now had to have strangers in our home while our baby has no immune system which was frustrating for us. We went on the 19th to use the $200 credit and al fonzo stated that was only if the couch came in November, and he was able to expedite the couch for us. My fiance asked why he told us to come in October if the credit was only for the couch coming in November then and al fonzo said he didn’t have to answer him and started walking away. There was some back and forth and al fonzo, the manager, told my fiance he doesn’t control delivery dates (which he just stated he was the one to get the couch expedited), told my fiance he was extorting him and the store for money, threatened to call the police on him, and pretty much kicked him out. We were planning on purchasing some night stands and a dresser and now will be going to a completely different company for the way we were treated throughout this process. The manager and customer service representative said the right stuff to get us to purchase the couch and we were lied to and ignored after spending a lot of money, not receiving 4 phone calls back as promised, being lied to regarding the delivery time, and the manager going back on his promise. We contacted the vp, who stated he would call us back, and he has not either. We left a voicemail and are still waiting for a response. Everyone from upper management all the way to the customer service representatives are poorly trained and made this process frustrating, and we will not be coming back to Ashley...

Initially, I had a lovely experience. I am a first time sectional/sofa buyer and was just looking to see what I liked & didn’t like. I ended up walking out with a new sectional to be delivered.

Personal experience to follow…. I went to show a family member the couch on the website and realized that the price online is cheaper than the sign in the store - be aware of this. They will price match, although you must bring this up. I did not know this at the time of purchase.

Also be aware of the five year protection plan & how it is an additional cost for the kit on the side. I was informed the kit was part of the five year plan - it was an additional $60 cost. I personally do not see myself using the supplies in this kit - if you will, it may be worth the $60.

Delivery from buying in store is more than online.

My online price was $11 more expensive than my in store price - this is with no sale going on. The only difference from the online and in person purchase is did not get the $60 kit online.

In store I was told I was getting a store discount and an additional military discount. Once I compared the online final price and my in store final price, this came out to be about $70 - which on paper they made it seem like $200.

Ultimately, I feel a bit silly for not be more aware of this sales environment & questioning the prices of things. I hope someone can learn from my...

Update: I was told my delivery would be a week.. day before I had to call for Gm to tell me it’ll ANOTHER week after I was ASSURED 1 week… & paid for the delivery fee on the date of 1 week from purchase… I was then told my the GM I’d get a store credit of $200 because they can’t refund delivery fees so he was willing to compensate me in that way.. that was 4/2 he asked me to come in and pick it up.. being that I live 30 away I preferred email but I took the drive anyways get there he was gone & gc wasn’t there .. was told it’ll be emailed low and behold I never received it I’ve been calling for 2 days and Everytime I call there is an excuse as to why the GM is away… just HORRIBLE communication on the GMs part HORRIBLE management skills leaving his reps to give me answers on things they can’t control… Alfonso has been great still in keeping in contact. I came in this store with a bad experience from another furniture store and they were aware of that I was hoping it wouldn’t be the same outcome but now it turns out it was worse ! Mind you I paid for my ENTIRE ORDER that day no credit no finance none of that ! There’s no reason I should be having this experience.

Alfonso greeted me upon entry & was very helpful ! Beginning to end.. Noel the GM then closed out the deal with a nice price for me.. I came from another store and was really disappointed but I left a...