Ashley Store — Local services in Westborough

I had an unfortunate series of events trying to buy a couch at Ashley that wasted hours of time and ultimately left me with no couch and required me to get my money back. First, I paid for the couch and asked for a scheduled delivery 5-6 weeks in advance (and couch was going to be available before that time). A few days before the delivery day I had scheduled in the store, I hadn't heard confirmation of delivery, so I called the store. I spoke to an employee who confirmed that not only was my couch not going to be delivered, but no one ordered my couch from the manufacturer so there was no couch at all despite paying for it over a month before. I asked for my money back given that I had wasted weeks waiting for a couch that was never ordered. Then, to their credit, the team found a "no fit" couch that they thought they might be able to deliver on time, but noted they would get back to me. No one called me or followed up. I showed up to the store 3-4 days later to get a refund for the couch, but was told that I couldn't get a refund because the couch was out for delivery at my house even though no one told me. The employee confirmed that there was a note that no one called me to tell me this. So, I rushed back to my house to meet the delivery team. The delivery team was friendly and helpful, but upon unpacking the couch, indicated it was broken. The district manager did call and apologize and I was offered 199$ refund and the opportunity to wait for the couch to be re-ordered for arrival 4-6 weeks later, but I had such a terrible experience I just wanted a refund so I could start over at another store. I was then told I would need to wait several days to return to the store for a refund because the warehouse didn't mark my item in a way that allowed the store to refund me... While I recognize some things are outside of anyone's control, the perception is that 1) my money was taken and then no follow up happened (including ordering the couch!), and 2) communication was very poor with minimal attempt to be proactive in contacting me. I hope that the store team improves communication and follow through.

I highly recommend shopping somewhere else, especially if you have a timeline you are trying to get...

I have had an absolute nightmare of a time attempting to get my sofa from If I could give no stars I would

I have had an absolute nightmare of a time attempting to get my sofa from here. First off, when the sale was made the first salesperson did not apply the active promotion or notice the mistake. I had to point it out and another salesperson amended it. This took an hour, since they had already charged my card and had to refund it (processing error on the card machine was not their fault, but very frustrating to stand there for an hour anyways).

Then, scheduling. I had to reschedule the pick up date as my work schedule changed. I call once, their scheduling system is down, they’ll call me back. I call twice after no call back, still down! “Just let the furniture get delivered and they’ll leave with no answer!” Third call, the system is still down but someone FINALLY cancels me and I later get called back to schedule. Why did no one else do this in the first place? I don’t think it’s very nice to waste the time of the delivery drivers and just tell me to let them show up instead of cancelling it ahead of time and scheduling again a day or two later.

Then delivery. It was mentioned at the sale that it would be delivered and assembled here. In my third floor apartment which is quite obviously third floor with the big old Unit 3 on the address. Guess who shows up with a full couch that will not fit up the stairs? That is completely wrapped in plastic so it seems there’s no way to disassemble and reassemble at all? And guess who just takes back said couch and tells me customer service will call me later. I can’t blame the delivery company, but if Ashley had told me it would be assembled also, I do think it would have shown up in a more movable fashion. At the least let me know it is coming as the full, entirely assembled, throw pillows in the same package couch instead of a more logical assumption (it being able to be assembled like said in the store). Especially in a region with notably old houses and architecture.

I have had nothing but disappointment with this Ashley store and advise anyone buying furniture to find...

We initially were very excited and had a good time shopping at Ashley Furniture. They said they were low staff so I believe an office manager helped us. She was nice, however while setting up the financing for the purchase additional charges like insurance we did not want and others kept being added to the total. A transaction with our credit had to be cancelled and the sale took forever, ultimately we left with two sale receipts, both with our name wrong, and one labeled cancelled. I was fine with this because we were just excited to buy new furniture for the first time.

However, the delivery process is absolutely terrible. I will never buy again. First, the delivery was set for 10 days out. We were told we’d be contacted Saturday to schedule the time. We received an automated voicemail it would be Tuesday 2-6pm. I called immediately to reschedule as we are available to be home every weekday EXCEPT from 2-6pm. I was told I’d receive a call back Saturday, I did not. I called Sunday, closed. I called Monday, their phone lines were down all day. I called the store sales associate to help, did not receive a call back. Called Tuesday the day of deliver and finally had it confirmed cancelled. The next day I spoke with scheduling again and informed them please deliver any weekday before 2pm or after 6pm. I get a notification of our new delivery that following Sunday - it is scheduled for Tuesday 2-6pm again. Are you serious? I called immediately again and the only resolution is to repeat this process, wait until next Sunday, and HOPE they don’t schedule it for that time again, because Ashley Furniture has no ability to adjust scheduling since it is a separate delivery company that clearly does not care about customer availability. I think it’s a bit ridiculous we have someone available for the delivery every weekday for 20hrs of the day, yet I’ve been waiting over 3 weeks for the delivery now and still have to take time off work.

I am extremely dissatisfied and recommend you buying from somewhere else if you have the slightest restriction about delivery...