Ashley HomeStore

I will never buy anything from Ashley Furniture again. They are good at making the sale, but very bad at after sale customer service and support. They don’t really care about you after the sale.
I spent close to $ 12,000 there for Tempurpedic bed, sofa and love seat. Got my stuff delivered and setup, without any issues except for the fact that my bed is a split king, and one of the mattress is thicker than the other, so the bed has a step in the middle. I wasn’t expecting that and it is something that either Ashley or Tempurpedic should have paid attention and give me the correct setup. But, no big deal, since I figured out for myself that I can get a shorter legs to compensate for the thicker mattress. Called the store, and the sales guy responded well and placed an order for shorter legs, so far so good.
Well, that was 12/​26/​2015. Week after week, I would have to call them or text them to find out where are the legs, every week they would tell me — you will get it in a couple of days, our warehouse rescheduled the delivery, on and on and on. No one would call me and let me know what is going on when the shipment was missed. I went to the store a couple of times to find out what’s going on, no one can tell me. They just told me, let me check on that and I will call to let you know — nothing, no one from the store called.
Finally last week, I insisted on talking to the manager, which took some work — you would think that after 6 weeks, of me hounding them for an answer, he would be understanding enough to want to talk to me. Anyway, he finally got on the phone and basically told me that he has no clue when I can get the legs. He cannot even tell me that I will get the parts sometime this YEAR — how can this be??? He even got feisty with me — calling me «young man», «don’t interrupt me», etc. So, I told him, I am the customer and he should not be talking to me like that — note, I am probably older than him. Again, he promised to try to find out what’s going on and follow up with me — well, nothing, no phone call, no email, no text for almost a week now.
So, beware, after they take your money — you are nobody, they won’t care about you!
BTW, they didn’t even give me the proper instruction on how to file a $ 300 rebate, now I am on the verge of losing $ 300.

Do NOT buy a mattress here. 0 return policy. And they don’t tell you their return policy or that it’s different from the manufacturer. All other mattress places… Banner, the manufacturer, Sit and Sleep, etc will accept returns within 60 days. Buy from one of those places… Do NOT buy from Ashley!!!

Came in to look at a guest mattress and bed frame because I was in the area. I didn’t expect to find anything worth buying but I went in anyway.
Shortly after I walked in I was greeted by a sales associate named Sher. Usually I don’t like sales associates hovering over my shoulder as I look around but Sher was friendly, nice and extremely helpful. He took me through all the mattresses and bed frames, listened to my needs and preferences.
Eventually we were able to find the perfect mattress and bed frame and all at a very reasonable cost (Presidents Sale). I walked away extremely satisfied and hopefully you can too. Great products. Great price. Great experience.

I cannot say enough about my experience at this store… I was helping a dear friend whose entire house and belongings were lost in a fire… We bought an entire houseful of furniture using 4 different furniture stores. In hindsight I wish we would have bought it all at this Ashley, Shah and his manager Kathrine went above and beyond to educate us, and obtain a fair price. The delivery people were top and the quality was heads and tails above their competition… I am bringing my Mom back tonight to buy furniture. One of the things I appreciated the most was that they were helpful but not pushy… I had experienced pushiness in the Santa Ana location which is why I am mentioning it.

I wish I could leave zero stars. I should have listened to the other Unilocal reviews! Do not shop here!
I ordered a sectional and when it was delivered it was bigger than I thought but I tried to make it work. A few hours after delivery I called to see if I could buy something else and exchange it. The answer was «no, unfortunately you signed off on it». I said I would buy something else and they said «sorry, that’s just our policy». I was not asking for a refund, only an exchange. Sorry but «no» is what I received. They don’t care about their customer satisfaction.
I am stuck with a $ 3,100 sofa that doesn’t work for me and they basically said too bad. This is bad business and I hope you all take the advice I wish I would have.
Do yourself a favor and go somewhere else!

Got me the best price from everywhere else. Friendly sales people. Thanks Ann

Beware Ashley furniture has a no return policy! We bought a new living room set. There were a few item that didn’t really work for us when we got the furniture arranged, a rug and a threw blanket, just not what we expected when we bought them. We spent $ 2500 so I figured we could just take these two items back they were about $ 200. When I got to the store they informed me that they would not take them back. I don’t understand this policy, since I work in a retail environment, I could imagine this. So I will be looking for a new place to buy furniture from now on!

Never again. My wife and I have been purchasing furniture from Ashley for many years now but but this last experience has soured us for good. We purchased a sectional sofa on from Karen Vargas on 12/​19/​2015 and was told that only half of the sectional was in stock right now, but the whole thing would be in stock on 1÷11÷2016. I unfortunately feel in love with this sofa because it was just the right size and look for our room. We agreed to have half the sofa delivered on 12/​23/​2015 because we really needed seating for Christmas guests. We even purchased a matching recliner because we needed the extra seating for our Christmas guests. We arranged delivery of the couch on 1÷16÷2016 as we work during the week and this was the first Saturday after the couch would be in stock. On 1÷15÷2016 I called Ashley because I had not been called to confirm delivery of our half couch. This is when the lies and incompetence begins. I was told the couch was not in stock yet and would not be delivered on 1÷16÷2016 — it would have been nice if someone had told me this instead of having to call in and find this out myself. I was then told it would be available on 1÷21÷2016, another weekday, they don’t seem to realize that some of us need to work to buy furniture. When I asked if it could be on Saturday 1÷23÷2016 I was told that date was «grayed out» in their computer and must e-​mail the warehouse. Fine, whatever. I told customer service rep to CC my e-​mail to the warehouse… 5 hours later I was finally CC’d on an e-​mail the warehouse who promptly replied it would now be an «ETA» of ¹⁄₂₇ (a Wednesday). This means it would be 1÷30÷2016 at best… by my math that’s nearly 6 weeks after I ordered this couch. We then sent an e-​mail blasting them before they finally contacted us by phone. We heard form David (the regional or warehouse manager?). He was full of excuses and lies how he could not sell us the floor model sofa in the Yorba Linda store because it’s under construction. So we called his bluff and asked to purchase the sofa from the Colton or Montclair store… or any other store in the world. He told us he would have a conference call at 11AM on ¹⁄₁₈ to discuss «allowing» us to purchase a floor model. After no contact from David we text him around 1PM and he finally followed up around 3:30PM telling us we could not purchase a floor model.
I am so over this whole situation. I understand if they cannot get the materials to make sofa, that’s not (completely) their fault, but they shouldn’t have sold us half a sofa in the first place. They SHOULD keep in contact with us regarding delivery delays. To make the situation worse, we sold the recliner at a loss because we didn’t have room for it — we really only needed it as temporary seating for Christmas.
If it wasn’t so damn hard to find a small sectional sofa this exact size with a recliner I would return couch and never look at Ashley.
Ashley has offered me discounts, refunds and gift certificates. They don’t seem ton understand that it’s not about the money. I would gladly buy double the purchase price of this couch if I could have it tomorrow. I just want to come home and relax in my house and sit back and watch TV. Unfortunately this has not been an option for me for nearly 6 weeks now and it looks like it will be two months total or more.
Just don’t shop at Ashley. They have poor customer communication and clearly need new materials suppliers.

***read my «old» review first as this is the SECOND HALF of the email I sent but it was too long to all go on one.***
* I would like to add, just for giggles, we offered to buy the floor model of this couch because we so desperately needed one, of course, we were denied that as it’s against store policy. Is it also against store policy to actually deliver the items customers pay for? Interesting strategy.
So I’ll make this really easy. I don’t want your couch anymore whatsoever. Even if you said I could have it for free and you’d refund me every dime, I don’t want it. However, my husband is convinced that it will be the best fit. He and I are going out this weekend and going to 50 stores if that’s what it takes to find a NEW COUCH FROM A COMPANY THAT ISN’T FULL OF PEOPLE WHO CAN’T READ OR COMMUNICATE. If we find a new couch that will fit… or that even comes CLOSE to fitting, you will be sending someone over here to pick up the worthless half of a couch that we have and you will give me a 100% refund for BOTH pieces, the one you pick up, and the one that, at this point, I’m positive doesn’t even exist. And if you even so much as BLINK over this, I’m calling my credit card company and I’m filing a dispute and then I’m going to your store with every friend and family member I have within a 50 mile radius and we are standing outside of your store yelling and screaming on the sidewalk at anyone who pulls into your parking lot while handing out copies of THIS email… and if you think I’m bluffing, think again, I’m a teacher, I LOVE picketing.
You need to fix this immediately. I’m embarrassed for your store and I’m embarrassed that I was stupid enough to ever shop there. You will be hearing from me, both in phone and in person, within the next 72 hours whether it’s you picking up this couch and refunding me because I found something else, or because you magically figured out a way to get me this ever elusive couch, I don’t care which one it is anymore.
Feel free to forward this to ANYONE you would like… I will be figuring out the same people to forward it to anyways.
Your TIMELY response is expected.
Regards,

I’m giving 5 starts to Karen who helped me and my husband threw our process of refurnishing our home. She was more than personable and sweet but she was very patient with us (we were in there for over 3 hours) and when I needed an opinion she gave it and I’m very pleased with the way things turned out. The delivery wasn’t as great as I hoped. They left a huge mess and delivered a wrong color rug. So I called Karen back at the store and she took it in her hands to get us taken care of. Fortunately the same day I was able to get the right color rug so our project is complete thanks to Karen and her amazing customer service. We will be going back soon to get additional things and I wouldn’t want to work with anyone else but Karen.

Nice store, well designed room samples, and great supply of accessories, rugs, etc.
Best of all are the employees, very helpful and George the manager is extremely accommodating.
Good shopping experience!

Ashley Furniture sucks!!! They delivered a refurbished dining room table (sold as new) that was broken and two legs were missing. It sat in my dining room floor for a week. A dresser had to be replaced due to damage. The bed rails were scratched and had to be replaced. The dining room chairs seem hard as a rock. I think they display a better made product in the store to sell (bait and switch), and deliver a inferior product to the customer. The couch back panel had to be repaired and missing studding ordered and installed. The accounts gal told me on three separate occasions some one from Ashley would contact me regarding the chairs. Not a peep form this PIECE O CRAP company.
Today against my better judgment the wife and I went back to purchase two cabinets. 20 signatures later and a half hour waiting on the sales man I was able to leave only to have them call me because they want my DL number. I have an established Credit card and showed them my ID. It was like buying a house. What a HASSLE to spend a 1000.00 on product that will have to be replaced because it will be damaged when delivered. Ashley furniture is whats wrong with this country!!!
Like a bunch of chimpanzees on a football

If possible, I would have given it 0 stars.
4 years ago, I moved into a new house so we were searching for a new couch. My aunt recommended Ashley’s furniture, so we decided to take a look. We found a couch that we liked (the one in my picture) and decided to buy it (approx. $ 1000). During the purchasing process, the sales lady continued to push on the insurance on us. She was telling us that they cover any damages and you can have a new couch replaced just because you wanted it. We thought it was a good idea, so we dropped $ 300 on the insurance.
2 years later after the purchase, we started to see our couch peel. We called up the insurance to help us out, and they told us it was not covered! So, we head to the store (the same one we bought it at, Yorba Linda) and they told us the same thing. They called us liars, saying that their sales person would never say such things. After arguing with the rude manager for an hour, we gave up! So, NEVER BUY INSURANCE WITH THEM. ITS A SCAM! If possible, DONT EVEN BYT THEIR FUNITURE… you’ll just end up regretting it.
Now 4 years into the purchase, our couch is basically a confetti machine! It’s always continuously peeling. It sticks to us, so when we go upstairs, it falls everywhere too! It’s so annoying and I’m glad that we’re getting rid of this junk.
So yourselves a favor, and NEVER INVEST IN ASHLEYS FURNITURE, NOR BUY THEIR INSURANCE. Avoid the headache that me and my family had to deal with.

I stopped by on Friday and saw a manager Special so I called and tried to order from the store but the said I needed a salesman. I held on the phone for 15 minutes or so and they said there all tied up and took my phone but no return call. They obviously don’t need your business there and don’t even bother to call back. I will take my business somewhere else.

Came to this location looking for a bedroom set and found really nice furniture with great accent pieces to get an idea for décor. Billy who is a manager was able to provide great customer service and really help me with everything I needed in regards to rushing delivery, prices and a few extra things to throw in. He was even able to communicate via text message in order to accommodate me since I was at work.

Karen really hooked us up with furniture. We got our furniture a week after we ordered it and the deliver guys were awesome.
If you want a good deal, ask for Karen… She’ll take care of you guys.

We bought over $ 3000 worth of leather furniture and were also conned into the Guardsman Insurance. The finish promptly came off the «leather» in several places. Guardsman denied our claim. This isn’t the only problem with the three pieces either. DO NOT SHOP HERE. You have been warned.

I recently made my final purchase at any Ashley Furniture store. 6 weeks ago I went into this location. Saw the dining room set I wanted and ordered it as shown on the floor. The salesman entered the wrong item number for the chairs and on delivery day I had to refuse the shipment I was waiting 6 weeks to receive. Now, normally, you would think the store would accept responsibility for their mistake and do anything possible to correct it but no… the people working here give zero f&@$s. Never again would I go through the nightmare of being a customer of Ashley Furniture.

If I could give this place negative stars, I would give an infinite number. Customer service is A JOKE at this place. My husband and I ordered a living room set to have right before having family visit from out of town. We were promised delivery about 3 weeks after we purchased the set. 2 days before the planned delivery, we get an email, yes email, not a courtesy call, saying the furniture is on back order and they’ll deliver it in a week during a holiday weekend (when we are not even in town). We spoke with a customer service rep and all she could say was I’m sorry. Yeah, that’s exactly what your company is — SORRY.
In preparation for the delivery of our new living room set, we had already disposed of our old sofa and love seat. Needless to say, our family visiting from out of town will be sitting on our living room floor this weekend.
I’m so disgusted with Ashley furniture. Seriously, take your money and spend it at a REAL company that’s reliable and not full of horse manure.

Delivered to the wrong address. Had to reschedule. Hassle for my family because we had no bed for a few days.
Went to remove the box and noticed the metal frame is for a twin or something instead of our king that we bought.
So sad. DON’T BE FOOLED W THE BOX AND METAL FRAME MAKE SURE YOU GET THE RIGHT PRODUCTS BECAUSE THEY KNOW HOW TO STRETCH PROFITS