Ashley HomeStore

My wife and I bought a new bedroom suite on 11÷23÷15 we paid $ 3,700. We paid the extra ($ 182.95) for delivery and set up. They delivered the furniture the set day we had scheduled. The delivery guy was very rude… He was arguing with us because he did not want to bring our furniture in because we had just painted the walls a week ago. We had to have him call his supervisor so they would release delivery… Was kind of strange like they knew they would run into the wall. We had to sign a waiver in order to get our delivery we paid for. The day of delivery we found that the legs on the dresser were put on backwards. We tried to move the dresser down an inch and the leg broke off. The company tried to act like it was our fault. They tried to just replace the legs, but we would not accept this… We finally had then agree to send a new dresser after going to the store and having them call customer care and get a manager.
The second deliver was completed about a week after the original deliver of 12/10…The dresser arrived and the legs on this one appeared to be installed correctly. After the delivery guys left we started pulling out draws and cleaning (Yes a brand new dresser had to be cleaned out) them out to get ready to unpack our cloths. We opened the right side of the dresser and the draws just fell apart… The three draws were never installed to the guilder with screws. We also found cracks on face of dresser. By this point we were very upset and decided that we had bought CRAP for furniture… We immediately went to the store that night and requested a refund. They told us they could not do anything and told us we would have to call Customer Care (Which is not much help)…My wife got in touch with a manager the next day… Who was very rude to my wife and basically told her it was our fault for accepting damaged furniture from their driver! The manager stated they would not give us a refund because their policy is you can only get a refund 48 hours after purchase, which we didn’t even have the furniture by them. We got nothing accomplished with this manager…
I finally sent an email to customer care… Got a lady named Kris. Kris was probably the best person we dealt with, but still she works for a crummy company so she couldn’t help much. She finally agreed to give us our delivery fee back. She was also able to get a new dresser (OUR 3RD ONE) out to us within 48 hours. It was then delivered with a large dent in the handle of one of the draws. We went ahead and accepted the furniture… They mailed us a new handle, which we should not of had to deal with our self.
A few weeks later the chest that we bought broke. The glider on the top draw just fell apart. All of the screws fell out… We requested a new chest be delivered, but they would not do that. At this time we inspected all of the other furniture. We then found one of the gliders on the dresser only had one screw when it should have had three screws. My questions to the company was… WHO PUTS THIS JUNK YOU CALL FURNITURE TOGETHER? Never got a response. We requested a new chest be sent since the glider just fell apart (obviously there are more problem). They would not agree to replace it and wanted to send out a tech… We agreed since that is all they would do. The tech came out added screws to the dresser and re-​installed the glider on the chest. Now the top draw of the chest will not close evenly. The top left sticks out about ½ an inch.
We also had the tech look at some areas on the bed rails of the 4 poster bed… There are several rough marks on the smooth metal rails. The tech told us they were manufacturing defects and would have to be replaced. He did not have replacement parts to replace them and told us we would have to follow up with customer care.
So we followed back up with Kris at customer care… We requested a new chest since the one that was repaired still was not fixed properly… We also requested new bed rails due to manufacturing defects. We also ask for an additional discount due to all the problems we had. They basically told us no they were done with exchanges and they had already discounted us the delivery fee. They did state they would mail us a new draw for the chest… And the bed rails was normal (Not sure how manufacturing defects are normal).
Bottom line it is almost two months since we purchased the furniture… And we are still having to deal with Ashley to try and get our problems resolved. I would stay AWAY from any Ashley furniture store because they sale over priced JUNK they like to furniture. I will be surprised if this stuff last us a year. Once we get all our problems corrected we will likely try to get rid of this furniture (SINCE THEY REFUSE TO GIVE US A REFUND) and buy some that is not complete CRAP.

This review is not for the store but for the corporate offices. Customer care is horrible! Stay away! If I could give zero stars I would. For someone to spend thousands of dollars, you would think customer service would be top notch. No they don’t care, everytime I call they never have any notes from the previous conversations, I’m always told different things everytime I call and they (Ashley) never follow through with their promises. I went into the store and selected a dining room table/​chairs to only be called the day of delivery that the table was on back order. This was the day before a holiday. I then had to quickly find a replacement table. Now I have a table that doesn’t match the chairs. Then they try to deliver on days and times I specifically say that I’m unavailable. Fast forward a couple weeks and I finally say enough is enough and request for a refund. Nope still not easy… I was told it was approved, called back then told it wasn’t approved. Basically the communication between store, corporate, and customer is very poor! If you don’t mind waiting months on end to receive the RIGHT furniture then Ashley is your store. But if you require top notch customer service when you plan on spending thousands or even hundreds of dollars then STAY AWAY!!! Take your money and business someplace else!!!

Brandy W. She is honestly the definition of great customer service! She tells you like it is (in a good way) and is so personable and there to help you. My husband and I had bought furniture with Ashley and had come in with a question, she not only helped us with that but went above and beyond and tried to help us further while it was a really busy day on top of it. Always smiling and in a good mood! Made us laugh a lot too! :)

In store customer Service was excellent, but the customer service on the phone was by far the worst I have ever experience long wait times, and back to back missed delivery dates causing missed work hours due to a lack of communication on their side. I have been waiting for two months for a love seat that was pose to be deliver last month, all they can tell me after I have paid my cash for it that it is still stuck in the warehouse and theres nothing we can do for you at the moment.

We read the reviews and were very skeptical about shopping here. So we checked this place out and did see something we really liked but kept looking because of the poor reviews. We looked for over 6 weeks and didn’t find anything we liked better than what we saw at Ashley. So we took a chance and ordered it. The salesperson was great — thanks Jeannette. The furniture was delivered 3 days later. When she told us the date, we assumed she misspoke. She didn’t. They set it up and it looks great. I was going to give them 4 stars because they were 2 hours late delivering but it was delivered in 3 days not 3 weeks so they earned 5 stars.

I Wish I could give this place infact the whole company a big Fat Zero! So I wish I had read others before going in but hear is what has happened and why this is the worst company ever!
I ordered a sectional it arrived as promised and order was smooth! Well so I thought until we got situated into the living room and the color was so off it was crazy turns out the lighting is so artificial that the color in store is the polar opposite to the actual color. So we go in order and exchange of the same style but a different color with less chance of variation. We also ordered an additional sectional of the same type and color but different formation. So now we had two orders maybe we should have known this would be a shit show!
This seems fine right. Well so we thought. We were told by the store all orders and exchange would occur in 2 weeks. Everything was good delivery was set. well hours I literally mean hours they call and say one part is on back order and we are only delivering 1 of the 2 sectionals and the exchange will not happen until 2 – 3 wks later. Well the delivery guys comes over and hour past the window they give you with 2 parts but 1 part from each order and with a delivery guy admitting the loaded the wrong part. They took the incomplete delivery back and we are still only left with a sofa we are returning. Now after hours to customer care and about 10 reps most not helping or understanding we managed to get them to re deliver the 1 complete sectional they have in stock. Well we waited on a Saturday from 4 – 9 and they NO showed no phone call nothing. I call back Monday to be told oh the truck was full so they didn’t get to u… Oh that would have been nice to know… So rearrange for the following Friday for all parts and exchange again in this time we went into store called the store and nothing was done to help us in anyway. Now the following Friday comes and we are again called 2 – 3 hours before our delivery window to say hey one part was damaged in our warehouse and so you won’t be getting anything and no exchange today. Well after again hours on the phone to customer care I finally git a rep called Erica that could help. She organized for a re delivery of the sectional in stock the same day and gave us her direct extension was so helpful and we thought finally we are of track… NOPE again ashley furniture failed to show and again no call. It was also stated on the noted that the same person that agreed and confirmed the same day delivery to customer care just out of the blue cancelled the order at 4.30pm our window was 4pm to 9pm and it’s now 9.15pm and nothing. She had cancelled the delivery on her own accord and FAILED to tell anyone but herself.
So almost 4 weeks later we still only have a sofa that we are sending back, we have paid close to $ 2k in purchases and NO furniture to show… Called the store no help! Houston distribution has failed us and so has the store in any manner possible… The sales teams have done there job and wipe there hands clean, the distribution center has been nothing but a hassle and no one ever helps u or on a number of occasions they state they don’t even understand their own system.
The whole company from head to toe bar one employee at customer care has been an absolute failure the worst I have ever seen and save your dollars and heartache and problems and go some where else where they actually care about customers and helping them out and getting them products they pay for…
Long in the short this company, store and the whole process is a JOKE and unprofessional to say the least!

I should have read others reviews first maybe I wouldn’t be in the predicament I’m in. But here it goes.
First off kudos the sales person Mrs Hollis she was real professional and very knowledgeable about mattresses. I have no problems with her. But I feel neglected by the store as a whole because of the delivery guys. Purchasing an adjustable bed is nothing to sneeze at and to pay such an exorbitant amount for something you expect quality service. Well not so much. The guys put in twin size bases for my king size mattress with programmable remotes which each control 1 base. The remote on the showroom floor operated both bases simultaneously. Well these delivery guys asked me only if I wanted 1 or 2 remotes. Of course the more the better, right. But what he fails to tell me is that the remotes weren’t synced to operate the bases together. So as we go to bed last night we discover the mattress bases don’t work together. So I call Ashley today and I’m told they aren’t coming back to to do this and to call the manufacturer. Upon calling them I am basically told I still have to set this up myself. What great service. Rooms to Go, Mattress Firm and others sell mattresses too. Never again will Ashley Furniture treat me less than a man and just take my money and run. Believe that.

I’ve read the reviews on this place but I have to say that I had a good shopping experience with them. The furniture is pretty and I never felt too pressured to buy anything. I did end up buying a couch that has not been delivered yet. As long as it comes in perfect condition, I will be satisfied with the whole Ashley experience. I did end up buying warranty on my couch because I have read many reviews that complain that the furniture falls to pieces quickly. Hope this isn’t the case. I really like the couch.

this is what I shared on fb… everyday as I open this dresser it pi%$*& off even more… it is a shame that these franchises or whatever you want to call them are in business. There customer service is NON EXISTENT and there staff in the store is not any better. We have had a faulty dress that is basically a lemon that had to be repaired 3 times then on the 4^th they said it was out of warranty. I then began searching the web for others to contact for ashley furniture but again no help. I will soon out of my own pocket start a campaign to let every shopper that goes to ashley furniture about there customer service on various things. I don’t care if I have to make a mailing campaign, have out leaflets at this store, call the manager and see what he will do which will be nothing and I will even contact the media… why I am even doing on his Facebook page for it is not even monitored but Unilocal and many other companies that let customers post will be my next stop…

Very long story short… I found the perfect dining table and the sales person was great but that’s it! The rest was a nightmare! 1month later of purchase, still no dining set. 3 days on the phone with complete run a rounds. Not willing to just let me get my money back. Trying desperately to keep their sale. No guarantees of delivery and making us take off work for their 3 hour window 4 times to get the complete set. Their idea of customer comes first is crap! All I get is free shipping on first delivery of 4 and 5% back. I still don’t have furniture and I’m pissed. Wouldn’t let us pick up the furniture from the warehouse. The whole set is available but their excuses as to why Im not getting it all at once is BS.

I bought a Boulevard Series Sofa and it bubbled and peeled everywhere mostly on the arms and seat cushions.
I couldn’t get the problem resolved with Ashley because I was told I didn’t purchase an extended warranty and they couldn’t help me.

One good thing that I can say about this store is that they have patient sales people. I’ve been in twice to check out deals for sofas and both times, I’ve walked out without finalizing a sale. I have encountered the same salesperson and both times she has had the patience of a saint. I’m sure I’ll be back again. LOL
They have a good selection of furniture for the whole house and a good selection of accessories, as well.

The salesroom experience was great. No pushy salesman.
We bought a living room suit. Out of the three recliners, one was broken on delivery. The electric recline was stripped out. They scheduled to send us a salesmen in a few weeks. Before they could arrive, the second recliner began to click and sound as if it were stripping. They repaired both.
Another two months arrived and the first one stripped again. They come after about four weeks and repaired it.
Another few months rolled by and the second recliner is now clicking. We bought the extended warranty but had no expectations of using it this often.
We will stay away from their furniture from this point forward.
The third recliner has not broken, but it is manual, not electric, perhaps the mechanical holds up better.

If I could give zero stars I would. I purchased a nearly $ 3000 mattress that was supposed to be plush. When it arrived it was very firm, like sleeping on the floor. We also bought an adjustable base for the head to go up. The head goes up but not down without pressing the button 10 – 15 times. Within a few hrs I was calling the store to inform them that this is not the correct mattress and the remote is dysfunctional. I was told to come in to speak to the manager when he arrived at 10am. I was there at 10, he showed up at 1130. And basically told me tough luck. I have to sleep on something I did not purchase for sixty days then after that they will exchange it. They said that they wi send a technician out to look at the remote and fix it. I want something new not something defective that they have to fix. His name is Neil and he was extremely rude and sarcastic about my situation. I called corporate and posted on their fb page. No return calls until I posted publicly. They are not much help either. It’s just aim ridiculous. Do not waste your money here.

I purchased a recliner at Ashley for my living room. The salesman was not pushy, like you would find inane other furniture stores. My delivery went very smooth as I was scheduled in a 3 hour timeframe and they were at my home within the first hour of the scheduled time because I didn’t want to sit around all day waiting for the delivery people. They were very friendly, in and out with no problems and the recliner looks great in my living room.

Horrible Delivery and Customer Service. I purchased living room furniture for my home and reception room furniture for my office from this store on two occasions. On the first occasion, it took 3 attempts to get all the furniture to my office due to items not in stock. In total, I waited 1 month longer than the promised date for when my furniture was supposed to arrive. On my second attempt to do business with this company, a simple living room set was ordered. Again, despite a clearly promised delivery date, it resulted in me going up to the store on 5 different days to request that they deliver my furniture or refund my money. The Pearland store — salesman, manager, assistant manager, all promised that my furniture would be delivered — but on the delivery dates it never arrived. Each time, no one called me to let me know that the delivery men were not coming. I wasted my time which is much more valuable than the money I saved rather than going elsewhere. I strongly recommend that people shop elsewhere rather than Ashley and in particular the Pearland store unless you want to experience frustration and a complete lack of customer service. I am a professional and business owner so I understand that there can be delivery issues from time to time. However, I believe that my experiences at this company and the lack of any effort by the management of this store [post –sale] to ensure that furniture is delivered to customers is appalling.

This two star rating requires some explaining. Ashley gets 4 stars for what goes on in their store. They’re not too pushy (unlike Gallery Furniture and most others) and let you look around without someone breathing down your neck. When you make your choice, the ordering process is fairly quick and painless.
However, delivery is a completely different story. I ordered a bedroom set for my daughter and I have had it swapped out twice because the delivery people cannot get a dresser here that doesn’t have problems. From an unremoveable spot on the mirror glass to cracks in the paint to dents and gouges on the drawers, each dresser had to be returned. The third one is the best of the three but there is still a crack in the paint on the mirror. They are sending a technician to fix it this time.
The furniture here is nice but be very wary of the furniture delivered. Send it back if it isn’t up to your standards.