Ashley HomeStore

Let me start from the beginning.
My husband and I ordered a living room set a couple months back and we received the furniture this past Friday (which was a couple weeks prior to the original estimate in terms of delivery time) and are extremely pleased with the set. The 2 guys who delivered the furniture were pleasant and efficient and also arrived on-​time within the window we expected. All positive so far.
At the time we purchased the furniture, they were offering a $ 100 gift card with any purchase over a certain dollar amount. They gave us the gift card on Friday, along with the furniture delivery. Knowing that we needed a few accent pieces, I decided to head out to Ashley that afternoon, gift card in hand.
My Mom accompanied me to the Ashley in Henrietta and we were greeted by a salesperson named Jim. He gave us the hard sell on the deals they had going on (as I know these salesmen and women are trained to do) and I politely told him that we had just purchased a set and that I was in the store with a gift card and I just wanted to browse.
Thinking I could get the a little bang for my buck, my Mom and I headed back to the clearance section of the store. Jim approached us a second time (less than 5 minutes later) to see if he could help us and I politely told him that we were browsing. After I told him we were all set a second time, there was a distinct change in his attitude as it is my personal belief that we were second class citizens to him at this point due to the fact that it became obvious we were not there to make a large purchase.
A little bit later after taking our time looking around, I found two lamps, as well as a set that included some candlesticks, a picture frame, etc. that I wanted to purchase. As we were walking towards the registers, I was confronted by Jim and he asked me if I «took» these items out of an area where I wasn’t «supposed to». (There is an area in the clearance section with a sign that says something to the effect of ‘do not go past this point’). I was so shocked and taken aback by this accusation and the fact that he had spoken to my in a way I don’t think I’d experienced since being scolded as a small child. I told him no, that I did not take them from where I was not supposed to and asked him if he did not want us to purchase these items. He continued to be extremely arrogant, rude and totally shovanistic. I believe that if it was my husband and I shopping together and not my Mom and I, that he would have taken a different tone.
Anyway, I told him flat out that I was really upset by the way he asked me that question and that I had had a great experience with Ashley up until now. He said in a condescending tone, «that’s why I said I was SORRY».
Towards the end of the transaction (which took another 20 minutes because he had no idea how to ring anything up) when I had to sign the paperwork, he very passively aggressively and forcefully set the pen down in front of me.
A co-​worker of his who noticed this transaction provided us with the name of the manager, Lisa. Immediately upon leaving, I called Lisa from the parking lot. She was outstanding and apologized for my experience. I appreciated her gesture of also sending out a $ 50 gift card in hopes that I come back to the store (however, I told her I was not after money at all, just totally aghast at my experience in the store and wanted to share it with her). However, after letting how we were treated settle in my mind for a couple of days, I have to say I continue to feel extremely disappointed in the customer service I received and the lack of disrespect. You should be respected regardless, but I feel this is made that much worse considering we spend 3-​plus thousand dollars on furniture there.
We won’t be returning to Ashley and I sure my parents won’t be purchasing there, either, after my Mom also experienced the poor treatment by Jim.
It is a shame because we had a five star experience from top to bottom until Friday, but after interacting with Jim, I can only offer a 1.
Ashley needs to emphasize the importance of the customer experience in their training of associates (and maybe be a little pickier in their recruitment).

I admit my husband and I always dread going into furniture stores because the sales people are right there waiting to pounce. Our experience started the minute we walked into Ashley, our salesman was a delightful man. He was very knowledgeable and had an amazing personality. He listened to our needs and concerns and found us the perfect (2) sofas! Shout out to Bradly! Our delivery men were also very polite. Thank you for making our furniture shopping experience such a wonderful one. We have already recommended Ashley to family and friends.

This is by far one of if not the nicest furniture store in Henrietta. Anthony Trovato treated me like I was the most Important customer who had ever walked through the door. Directed me to every sofa in my price range and helped me get the most comfortable Sofa I have ever had. I could not be happier. He went way beyond the call of duty and never acted like a salesman and treated me more like a friend than a customer. I can’t recommend this store highly enough. They have the nicest selection of Furniture (especially Sofas) that you could ask for .all at prices that don’t break the bank. I went to every furniture store in Henrietta and this by far was head and shoulders the best. They put most of the others to shame and if you go please ask for Tony because he will go out of his way to make sure you get exactly what your looking for at a price you can afford. If I could give him and the Store 10 Stars I would. The BEST furniture shopping experience of my life.

I had a horrible experience at this store. My husband and I purchased a dining set with a server, a sectional, and a tv stand. We ordered these items on May 3^rd. We received a call late in May that everything was in with the exception of one piece of the sectional. So we told them to bring everything else. The delivery team was beyond rude. When they arrived with part of the sectional they said «I can get this on your house but there will be damage to the couch and wall.» Naturally, I told them that if that was the case we wouldn’t be accepting the sofa. They then started to drill into my slider door and fit in the sectional. Then they told me that the table was cracked and that one of the chairs was damaged. They then left another damaged chair behind. So, when the delivery team (with no apology) left that day I had half a sofa, no table, 5 of six chairs, (one damaged) and a TV stand. I called and complained and was told I would get compensated. I received 200.00 since the sofa was on back order. When you spend 4,600.00, 200.00 does not compare to having half of your furniture for four months. I called Ashley and asked if they could deliver the table ASAP. They said it all depends on when the manufacture can get the table, and they cannot guarantee a date. So, a few weeks later I called and asked about both my table and couch. I was told that the table would be in but the couch was still on back order. I then complained bc I ordered these items in May– it was now July and my furniture still was not in. The manager then told me she located the sofa and that would come with the table on the following Friday. Well– the delivery team arrived with the table, but then no sofa! I called and again they «couldn’t make any guarantees» I finally received all of my furniture and it is nearly August! Again, I ordered these items may 3!!! I will absolutely never shop at Ashley furniture again. It took four months for my furniture to come in and I was never compensated for the time that needed to be taken to wait for several deliveries throughout the last few months to finally get what I purchased in May! No one ever contacted me to apologize. All they have to say is that «they don’t guarantee anything». If you do decide to purchase furniture (and all joking aside) make sure you do not need it for a few months because it can take several to receive. Also, if it’s damaged you must wait it out all over again! if you go to Raymour your furniture takes 3 days and is immediately replaced if there is an issue. If a company is going to compensate you for having half of a couch and half a dining set it should be 15 – 20 percent (excluding he discount they say they give you when you purchase the set).
The only positive note is that our salesman was very nice and helpful. He did not have any control over when we received our items. I am only writing this review because I wish I would have known that I would have half a table and half a sectional for four months despite paying upfront. The 28 day time frame is not guaranteed– and Ashley will tell you they cannot guarantee anything. If you need furniture right away — do not risk paying and not having furniture for months.

I received this email from a supposed employee of this establishment. I will be pursuing who he is. Another email filled with disgusting insults followed but is not appropriate to post…
Michael J: Saw your Ashley Furniture review. U moron. How Dont u know a mattress needs to break in. Please do not come back to our stores. 1 star? We work hard and are knowledgeable. When you buy new shoes they need to break in. Watch your filthy mouth

Before I write my review, I just want to say that I shopped here but haven’t purchased anything.
Over a year ago, I needed furniture. I explored many area stores, but found a great bedroom set online on Ashley’s website. I went to the Henrietta location to see it, and the lady offered me a great deal. They wanted to sell as much as possible (for some kind of contest) so she offered me 30% off. Usually they don’t offer more than 20%. I liked the set, but did not buy because I hadn’t seen it in person. I ultimately went with another set from another place (with which I am happy), but I was pleased to see her go out of her way to give me the best deal possible. Additionally, Ashley has a policy that if you receive your furniture and realize you don’t like it, or it doesn’t fit, or whatever the reason, you can send it back at no cost to you.
Recently, I visited their store again because I need a new mattress. The salesman took me back to the mattress room, took his time, and really did a thorough job helping me select the best one. (For the record, I have not yet made a purchase, but did like their selection and may choose one from their showroom.) The guy gave me a history of mattress making (almost like a museum exhibit, complete with visuals and hands-​on box springs) and told me which mattresses would be best for me and why. He even evaluated my posture on each mattress to help me make the best selection. This guy is more than a salesman, and I was surprised he knew as much as he did about the topic. It’s really refreshing to see someone this helpful in a store. Most salesmen (especially mattress salesmen) are uninformed about their products and just want you to buy something so they can cash you out and get commission. It’s clear he really likes his work.
Ashley, thanks for taking the time to work with me. Even if I ultimately choose a product from another place, I will be recommending your place to others.

Very uncomfortable. I felt like they did not want our «kind» in there and that feeling was very palpable. I felt like there was a racial subtext to my experience in the store. My family and I are done with them.