Ashley | Colma, CA 94014

Extremely poor customer service, terrible delivery and post-purchase experience! We went in to Ashley's to buy a sofa. After making our selection and scheduling our delivery, we were excited to receive our sofa. On the day of delivery, we were told that the delivery team wouldn't take the sofa to the 4th floor via stairs. We had clearly mentioned that we live on the 4th floor before buying the sofa. We were not given the option to take the sofa on our own from the 3rd floor - we were told that our 1 year warranty would be void. The delivery guys told us that the sofa wouldn't fit through our door (even without actually trying to take the sofa till the 4th floor). We had measured our door before buying and we were confident that the sofa would fit, but there was huge resistance from both the delivery company and Ashley's. This gets worse. There is no easy way to directly call this store. It takes 40 - 60 mins to be bounced back and forth and finally be directed to the store. Even after we were directed to the store, the call was dropped a couple of times and no one bothered to call back. We had to drive to the store almost 3-4 times just to get in touch with someone at the store to understand how to get the refund (30 min drive one way). After talking to the store associates in-person, we requested for a refund. We were told that the sofa was again in "transit" to attempt a second delivery and they can only "process the refund" when the sofa is back in the fulfillment. HOW CAN YOU TRY REDELIVERING THE SAME SOFA WHEN YOU'VE CONCLUDED THAT IT CAN'T FIT? Maybe to charge the customers for delivery fees? Maybe! While leaving the store, we were told that the store associate would call us when the refund is processed the next day. Guess what? No one called and the refund has still not been processed. Keeps getting worse -- The delivery guys are attempting a 3RD DELIVERY !!! HOW and WHY? Huge gap between Ashley's home store, customer service and 3P Delivery Partners. Every step of the post-purchase process has been a pain!!! Currently on a 40 min call to simply "talk" to someone in the Colma store. Unbelievable. PS: Its been more than 20 days since we're stuck in this limbo

Vivian was the absolute best.

Really bad customer service.They call you amigo if your appreance is work dress and little dirty.they run after you until they find you are just looking today.and after that they dont care.

Do NOT shop here. Short story: we’ve spent over $1,000 on furniture here and both pieces are a disaster. One piece broke the first month of having it and it took them over a year to finally replace it (I had to fight them the whole process. Finally they said they would deliver it and canceled the delivery four times before finally delivering it). They lie about their protection plan through GBS (ProtectAll). They will not fix anything. I’ve submitted many claims through them for scratches, damages, etc. and every time GBS denies the request for some BS reason. Ashley Homestore has made me not just an unhappy customer, but a furious customer. For the rest of my life, I’ll never shop at any Ashley again. I wouldn’t go back if they offered me the whole store for free.

Bought an item two months ago and parts of the item were missing on delivery close to two months ago. Delivery continues to be pushed back and the corporate customer service is ineffective, slow, and does not seem interested in resolving my issue. I would avoid any location of this company like the plague, as they do not care about consumers.

Quick to make a sale, but won’t help you to get your refund when the item you bought is not in stock. We where even will to choose a different TV stand then one we picked. horrible customer service. Shame on the company for allowing this managers to operate in this manner and the employees for not putting there customer first.

This store is the worst! Do not order from them. They rescheduled my delivery twice and did not inform me. I waited at home and no one came and when I called to ask why they said they rescheduled it without contacting me. They couldn’t give me any updates on where the delivery was (literally provided zero tracking information, insights into why it was delayed, and couldn’t tell me if the next arbitrary date they set for redelivery would be met). Customer service from the store was very poor and it was obvious that the people on the phone from the store didn’t want to talk to me and could care less about my delivery. I canceled and went with Amazon since they have the same stock of items from Ashley furniture at a cheaper price with good tracking information and customer service.