Ashley HomeStore

After posting my review someone from Ashley Furniture replied to my comment requesting my contact information in hopes to rectify my issue. This was one week ago that I sent my contact information to the email address that was provided to me. I have yet to hear from anyone at Ashley Furniture. I’m not surprised :/​This is exactly the «customer care» I have grown to expect from them.

We purchased a leather recliner sofa with a warranty in case there were any issues. I called today because one of the recliners is not sticking, so I was sure that it was covered. Well, I found out that the 299.85 I paid for that warranty does NOT cover the mechanism, but it would have covered it if we would have urinated or burned the couch! I am floored and will NEVER buy from them again.
Now, keep in mind that I have always bought from Gallery and their customer service is amazing and their warranty has always exceeded my expectations. Gallery also gives you any unused warranty back as a store credit after three years. We actually got a free console two years ago.
Folks, you get what you pay for! I wouldn’t give Ashley another chance after this incident.

worst experience ever!!! i beg you not to buy furniture from here. they are the least customer focused store and company as a whole that my wife and i have ever experienced. they do not live up to any of their promises, they are rude and still have not resolved our issue after bringing it to their attention on the 14^th of november. yet again they where scheduled to pickup our furniture that has been promised and scheduled to be picked up and my wife took off work again today and they state they don’t see it on the schedule and that it will be another 7 days before they can pickup. please please please do not purchase from here. it is not worth it.

Expensive, poor quality, & takes forever to deliver furniture. AVOID! Go elsewhere! So unhappy with purchase.

It’s the worst furniture very poor quality
It’s not recommended furniture Ashley furniture it’s not for your home
Very bad experience

The store itself is nice and well laid out. Furniture seems to be made well, perhaps mid-​range quality+ and at competitive prices. Staff is eager to help but I didn’t find them too pushy. I bought a bed only and chose self pickup. (Pickup is on Airtex and i45) I was told a date it would be ready. The fine print says you have 48 hours to cancel the purchase for any reason for a refund. After that they only do store credit. (The pick up date was beyond 48 hours which concerned me a little — So be warned with this little trap.)
The due day, nobody called. I ended up calling them at the end of the day and they told me it was ready. You have to arrive before 7:30pm so I waited the next day. Called back and scheduled pickup. (They require scheduling so they can prepare the order for pickup.) I arrived on time and it still took them 30 minutes before the items were in my truck.
Furniture was ok, no damage and all parts there. Be warned that self pickup, you will have a ton of trash left over. I had just a bed and it was a lot so if you have more, prepare to spend the day setting it all up and cleaning it all up.
Overall, I would do business again with them being careful on their terms.

I rarely write reviews, but this is a long one…
My issue is not with the sales person, Kesler really made our shopping experience easy and is a good guy overall, my issue is with their delivery/​customer service department. I have never been talked down to or disrespected I such a manner. My wife and I bought about 6500 worth of furniture and all of the items were delivered at different times.
We were shown a great deal on an entertainment center and we SPECIFICALLY asked if it was a floor model, and we were assured it was brand new. They were supposed to deliver it on a Saturday between a 3 hour time frame and when it was passed the time, I called the «Customer Service» number, which should DEFINITELY not be called customer service, and was on hold for 45 mins just for the rep to tell me that we were not on the list for that day. My wife and I both took turns taking off of work for the other deliveries so they said they could do it on a weekday at a later time so we agreed. When they delivered the entertainment center, it was scratched, broken knobs, and had missing shelves, but told it was done during «transport.» They offered us a different one at the same price, which again, the store did it’s job, but when I called the Customer Service number to REQUEST a later time in the day for it to be delivered, I was bombarded by Britney with nothing but disrespect and rudeness. She raised her voice at my like I was her child! I told her, I’m speaking calmly, you should do the same and she tells me, or yells at me stating «I hate when the stores do this» I told her, I’m not the store, in a customer and I would like got you to lower your voice to which she replied, «this is the way I talk, I talk loud». WOW WOW WOW. I didn’t even get a chance to ask my request, I asked to speak to a manager, and she said they were all in meetings, and they will tell me I can’t change my time anyway. If I could return all of my furniture I would, and I HATE shopping. I will never recommended ANY Ashley furniture stores to anyone.

This place is the worst furniture company we have ever dealt with! We recently bought over $ 20,000 in furniture at Gallery Furniture and has a great experience. Delivery was phenomenal! We found two chairs we liked at Ashley and purchased them with a promise of next day delivery from 11 – 2. My wife takes the day off and waits, and waits and waits. She leaves to run an errand at 7 pm and while out received a call stating they were at the house but couldn’t wait. She rescheduled with a delivery of today… No call… Nothing. We stop into the store only to be challenged on whether product was received or not, told there was nothing they could do until «tomorrow»…IF they at the customer service center even are working tomorrow. They argued with my wife and told her it would be better to get a refund from American Express than deal with their service center. We want our chairs! But still no resolution. Manager could care less about us or his company… An absolute joke! Should have known better…

Terrrrible experience. After shopping around and choosing my furniture I’m assuming my sales rep that was helping me at the time’s shift was ending because he left before I could finish checking out. This I didn’t mind at the time — I can check out on my own. I then was given the address of where I can pick up my furniture and was told one of my items was ready.
I recruited a friend with a big enough vehicle to go out with me to pick up my item from their warehouse (40 minutes from central Houston) and was told they were unable to release my item to me because there was not a manager on shift that day.
I called to complain to the store I bought it at and request free delivery, but they could care less. No apology, no basic customer service, it was an unsympathetic «too bad so sad» from the receptionist AND the store manager. The customer treatment is actually what angered me more than declining free delivery.
I was told that I should have called ahead of going out there to pick it up, although I was NEVER instructed to do so. I had to figure everything out on my own since my sales rep left halfway through my checkout.
I will never do business with Ashley Furniture again.

I would give 0 stars if possible. My wife and I are very reasonable people but this company is ridiculous. Bought a new house in Katy, were moving in the beginning of April so we went at the end of March to get furniture for our new home.
It is now the middle of May and we have still not received some of what we ordered! In my mind, a couple weeks of back ordered stuff was fine but it has now been 6 weeks and we still do not have a bed in our house.
This bed was due to be delivered today but we received a call at 10pm last night telling us that, even though my wife took off of work today to be there, they would not be delivering anything because it wouldn’t be in stock for another 3 weeks. It’s just absurd and unprofessional. I’ll never do business with them again. And I hope you don’t either. Save yourself the headache.

Great overall shopping experience! My husband and I were greeted at the door by smiling faces. The employee helping us was very polite and knowledgeable, and provided lots of viable options to us. We have a big living room and needed to find a couch large enough to fill the space that also fit our style. We were able to «build our own» sectional that works perfectly in our house! Delivery was easy, and the time frame was able to be changed when I learned I could not be home for the original time we set.
Note: purchase the warranty plans! One of the springs in the chaise lounge part of the sectional popped out of place while we were rearranging the room. I called Ashley and they sent a tech out to inspect the issue within 2 days. He cane prepared with tools and was able to not only determine the problem but fix it right away. 30 minutes later my couch was perfect again!
Will definitely be returning soon for more!

My experience with Ashley Furniture is good the sales team was really good the delivery was on time very courteous very respectful and they handled everything with care very appreciative that we have a furniture store like Ashley Furniture. The best experience furniture shopping I’ve ever had thank you Ashley Furniture

I give them two stars because they sometimes have pretty good deals and I have had no issues with a couch purchased there. I was really turned off by my experience today. I went in to look at couches/​love seats. I left quickly, though, because the salesman was so pushy! He followed me around the entire store and would not leave me alone. I really enjoy my privacy when shopping and feel very uncomfortable by pushy salesmen. In fact, when I indicated that I was going to leave to think about it the salesman insisted that I leave my contact information and asked twice if i would be coming back. I understand that they work on commission but that is overkill.

This store is TERRIBLE and I would never recommend buying furniture here. I bought 4 dining chairs, 3 were delivered and the other has had the delivery rescheduled more than 5 times. First it was broken, then it was lost, now they aren’t giving me any explanation when I call to inquire… It’s just «not there». I’ve been waiting almost two months for ONE chair to be delivered. I have complained multiple times to the store and to headquarters and have gotten nowhere. No one can tell me where my chair is and why they can’t deliver it. I’ve also been promised a refund for my troubles more than once and I’ve never received any money back. It’s just ridiculous at this point and no one in the company cares. It’s a horrible business with terrible customer service.

I never write bad reviews but I am so upset with this store. Me and mom bought her a very expensive king size mattress a few months ago. The mattress was uncomfortable and gave my mother and father a really bad back ache and my mother started getting headaches every morning. We told the store about our problem and they sent some one to check it out. The guy assessed that the mattress was 1.5 inches off and it was defective. We asked the store to replace it because they even claimed it was defective. They refuse to exchange it because my parents bed sheet stained the mattress. It wasn’t defective after the stain but before the stain! Like bed sheets are going set a huge king size mattress 1.5 inches off! They are finding every silly excuse in the book to not change mattress and now my parents have to suffer because of it. I would recommend that no one buy from this place. We even bought a sofa set from them at the same time and their people had to come to our place twice to fix the defective piece! WORST FURNITURE PLACE!!!

My delivery was extremely messed up but Ashley went above and beyond to fix it so they get 4 stars in my book.
Now I know most people read Unilocal for store reviews but don’t necessarily think of the finance company until after they’ve financed furniture which is why I’m putting this on here…
Ashley uses a finance company called REGIONAL MANAGEMENT CORP AKA REGIONAL FINANCE after I purchased my furniture and it was already in my home I found out you have to actually go into one of their Regional Finance to pay your bill (all locations are in inconvenient bad parts of town) They DO NOT have an online payment system and you CAN NOT pay over the phone… WTF its 2014 get it together… why a national company like Ashley Furniture would partner with a finance company that is so technologically behind I have no clue. If I would have known this I would have went to Gallery Furniture or Rooms to go… The employees at Regional are rude, unfriendly, and very hard to deal with… I would say if you need to finance your furniture don’t buy from Ashley which isn’t directly their fault but the company they chose to partner with.

An ongoing disaster! What kind of company gives you a receipt showing a protection plan on a couch and denies it and tells you it’s on a nightstand! Never again will I do business with them!

I should have read the store reviews before going!
I just my worst-​ever furniture buying experience at the Ashley Homestore on San Felipe, Houston. I spent over 1 hour fending off the sales person, the sales manager, and even the cashier which were obsessed with relieving me of $ 100 for a useless protection policy. This went beyond a hard sell tactic into dishonesty. The store must be struggling to make money when they p-​off a good customer just to make $ 100. I felt they would pick my pockets clean if they could get away with it. I will not set foot on that store again.

The only reason this store receives one star is because they have great financing options.
When my boyfriend and I were buying furniture for our new home we visited the store 3 times to make our selections and place our orders. During this time the staff seemed helpful. On Feb. 14 the delivery people gave us the wrong couch as well as another one that we had not ordered. After realizing this as well as realizing that they had not delivered a $ 130 mattress pad that was necessary to fulfill the extended warranty for our new bed I called to notify the store directly on Feb. 17. My salesperson apologized and said for me just to come by the store and pick it up as they had them in stock. When I went by the store no one knew what I was talking about. After about 15 minutes of trying to access my account the person that was assisting me said their system went down. They said they’d call me the next day to follow-​up.
Feb. 22 (five days later) I called the store for an update. After being on hold for 10 minutes I was disconnected. I called back and had to wait another 5 minutes for my salesperson. Once I got him on the phone he said he’d take care of it and get back to me.
Feb. 25 After no return call, I called back I ask to speak to my sales person. I’m told that he’s with another customer but they take my number and let me know he’ll call me back, he didn’t. I was in the area a few hours later so I stopped by for the second time to resolve the issue. As soon as I walk in I see my sales person and a another employee sitting and chatting on the floor room couches. As soon as he sees me he jumps up and says to come over to the desk and they’ll take care of me. We go to the desk and I wait for 10 minutes to be assisted before being told again that they cannot access my account. The person assisting me explained that given the situation they’d have to give me a credit and then we’d have to purchase the mattress pad again. I ask how long this will take (as it’s already been over 11 days since my delivery at this point) and she says that she has to get an e-​mail approval. She asks me to giver her until 2:00p.m. on Feb. 26, the next day, to give me an update.
Feb. 27 After no return call, I speak with a «Customer Service Manager» as my salesperson was off. I explain to her that had been calling for almost 2 weeks concerning a missing mattress pad and had been promised follow-​up with no resolution. She apologized and asked if she could research the information and call me back in 30 minutes. 4 hours later I call her back as she had not returned my call. We played phone tag several times this day with no resolution.
Feb 28 I called to let the customer service manager that I am in the area to see if I could just stop in and pick up the mattress pad. She let me know that she’d only just arrived for her shift, but would see if there were any in the store. She placed me on hold and checked, there were none in stock. She said since it was Friday they couldn’t order it until Monday. I asked why this had not been ordered yet as it had been two full weeks since my original delivery date. I asked if there was any way for this to be rushed given the amount of time I’d been waiting and guests that would staying with us. She said she’d check the other stores to see if any one else had them in stock and then we could pick it up. No other locations are as convenient as theirs so I asked if it could be shipped directly to us. She said she’d check and call me back.
This pattern goes on for two more weeks and at least a dozen more phone calls. This has without a doubt been the worst customer service experience I have had in years. It took me three weeks to resolve an issue that should’ve been handled in one day. I honestly think that the staff thought the issue would just go away. If I had not been persistent, I would still be waiting on resolution.
I honestly do not know how this location stays in business.

Well, after nearly three weeks of dealing with the general manager and his incompetent staff we were refunded for our tables, a credit was applied towards the sofa for our rental and we received free delivery of our sofa. However…
1. They messed up on the new delivery date and it was delayed another week.
2. They taxed us on the credit. It was only a $ 7 difference. The Customer Service Manager couldn’t understand the elementary math… to advanced for her.
3. They tried to deliver the coffee tables that were cancelled
4. When delivering the couch, they tracked oil/​dirt on our carpet that we are unable to remove
5. AND the driver insisted that this delivery was an exchange for the original sofa we left at the warehouse. We had to call customer service again to clarify.
6. We were told to return to the store for a refund which we did. The Customer Service Manager could not perform the refund.
MORONS!