Ashley HomeStore Emeryville, CA 94608

I almost want to give this place 3 stars but I’ll add a star just for the great discount deal my bf and I got on our purchase and the excellent service from the sales rep Richard. The product selection at the store is vast and I was able to find all three sofas that I was interested in checking out after seeing it on their website. We were very happy we got a 50%-off deal for the sectional sofa we liked so much. Even better was that the sofa we ended up buying was marked as “out of stock” on the website, but Richard was able to check the inventory for us and found that it could be delivered within an acceptable timeframe. Richard always treated us very well, was very knowledgeable, helpful and professional, only except when dealing with his coworkers (read on below if you want to know). The customer service here was a very mixed experience. The employees here all seem like they are disgruntled at each other. My guess is that they are paid individually by commission and the competition on the sales floor is high. Whenever one greets us for the first time, they are always polite, and yet as soon as we mentioned that someone else had helped us (in our case, Richard was the first rep to help us in any substantive way), they become rude or disregard us immediately. It happened twice from two different employees: one asked us “Well, do you want to be helped by me or by Richard? Because I don’t know who you want to be helped by,” after we asked her a question about the in-store promotion, since we could not find Richard after he stepped away to give us a minute to privately discuss. That’s pretty rude considering she was actually the one who told us about the promotion when we first entered the store (and she was much more polite that first time!). The second time, we came back to the store after going out to grab some food, and another employee greeted us, also politely at first; she started asking us what we’re looking for and taking us towards the sales floor, but as soon as we mentioned that we were here 10 minutes ago and have been helped by Richard, she went “Oh, ok!” and turned around and just walked away without another word. She didn’t bother to say “I’ll leave you to it”, or tell us we could ask her any questions, or try to help us find Richard so we could continue our shopping, nothing! It seemed clear that the store successfully earning a purchase from us wouldn’t have benefitted her anyway and therefore she did not care for our business. Even Richard himself, who was always super kind, polite and helpful towards us, acted rudely to his own coworkers. When we were placing the order and ran into trouble with our address being too new to be found, Richard tried to get help from one of his coworkers and they ended up having a squabble over what was or wasn’t the right thing to do on the computer with the mapping system. Overall, they just acted like they don’t have any teamwork or even a sense of a “team” at all.

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Great staff, but unfortunately this has been the worst buying experience. I purchased my furniture in September and was told it was going to be a 4 week wait. After confirming my delivery day last Friday, they never delivered. When I called, the phone was out of service! And are now delivering in 2 Fridays. It'll be 9 weeks since I purchased my sofa! I will never be purchasing from Ashley again. The store itself is so out of date, the actual purchasing experience was lengthy and unnecessarily manual. Update 11/13: They STILL didn’t deliver it today! I was put on hold for over 45 min when I called. I’m tempted to try to get a full refund and just get a couch elsewhere!

Delivery date 9/17/2020 refused to sign due to evident damage assured by Richard they’d honor the warranty and a tech would call in three business days to set up an appt. called again October same answer. Went into store was told we created the ticket. Called November to see what was going on Jamaica gave ticket number 02124252 and said someone would call within 3 business days. Called 3 business days later to see what was going on sales manager said I can’t help but call back tom when store manager is here. This place is fraudulent and make u sign up for a fake warranty. I would never recommend anyone to buy from this place as their warranty is fake and the staff just keep putting you thru hoops each with a new excuse. Will be considering whatever routes we have to exercise our warranty that was 700 dollars and full of false promises. These people only care about their commission than don’t care about you after. Be careful of these people.

Terrible post-purchase customer service. If you need help with anything, try to get to their sales team otherwise if you're not purchasing anything good luck getting them to answer your call or call you back. When trying to replace pillows for a $2K purchase, I called and was forced to leave a message, then received no call back for over a week. Then I called back again and, even though I purchased the set less than two years ago, was directed to another customer service line. I was told that if my purchase was 'over one or two years' ago, then I had to use my five year replacement plan. Confused, I pointed out that it was less than two years ago and was told 'yes, one or two years is the limit'. I was then put on hold and completely ignored for an hour.

Do not order furniture from this store. I purchased my furniture in August and I am still waiting on all of my furniture. Horrible customer serivce and now I found out my furniture is on back order until Jan 2021..😡.

When you call the phone number listed, it always says you're calling outside of business hours. So I have to drive an hour back to this location just to update my information. More than likely CANCELLING my order due to the terrible customer service here. I have called the corporate line and also the local line and you can never get through to a person. It always states they're closed.

The communication between staff and customers is very low..notes are not being implemented properly in the system. leaving customers in confusion..no one knows what's going on with the status regarding purchases, delivery..etc......good luck!!

I ordered a huge order from Ashley in Emeryville and it was all wrong, my items were damaged and my bedroom sets are terrible 😡 they messed up everything MANGER IS VERY RUDE

Great service

I purchased a recliner on 08/07/2020 and the sale took a while due to lack of staff I guess. However after my credit card was swiped I was given the delivery date of 09/17/2020. Mind you this was a birthday gift to myself. My birthday was on 08/27. I questioned that long delivery date and the associate was like that’s the soonest it can be delivered. I said ok after realizing my card was already swiped so what could I do. Ok 09/17/2020 came and went. By 1:30-200 that day which is my off day. I had sat in the house long enough waiting. So I called and was told to call the store where I purchased which was the Emeryville store. I called and spoke to a young lady who had zero customer service experience. She did not know anything about my order nor did she know how to look it up. I asked to speak with a manager she said he was busy but she would give him my message. 2 hours had passed no phone call so I call back and get that same inexperience associate. Only this time she kept repeating what I said. I asked for the manager again, she said he’s busy. I asked her did she tell him that I called earlier she beat around the bush and did not answer my question. So I said he’s been that busy where u never told him that I called. She said he is multi tasking because they were short staffed. I said if he’s multi tasking he should have called me by now. She said he’s outside speaking with employees. I asked her if she could let him know I was once again on the phone. She put me on hold and cake back and said the same thing she said the first time. He’s busy outside speaking with employees. By this time I just ok thank you. I drove over to the store to find the manager and several employees outside on a cigarette break. I watched them from my car and as they dispersed and went into the store I came in and patiently stood by to see who would help me. As I got my temperature taken at the door I asked for the manager by name and he politely pointed him out. So I’m be associate was at the counter speaking to mama her about some sales which was important. The manager finally said are u waiting to ask a question. I stepped to the counter and asked did this you g lady he’ll you that I called twice about my delivery that never happened today. He said she told me once. As we were speaking she immediately got her purse from the drawer and proceeded to leave. I told him I am very upset and she’s part of the reason. He then explains she is new this is her first day or week. I said well she need some more training because all the customers are going to come here mad as hell like I am she had no answers. So I proceeded to tell him that my delivery never came and the warehouse called and said my order will be re-shipped. So I scheduled it for the following Thursday my day off. Long story short the 24th came and I received a call from the Emeryville store asking me what day would I like to reschedule my delivery. I said what, today is the rescheduled date. She said she see nothing in the system with my name or delivery on it. At the point I was done. I said you know what i can’t do this over a recliner. Please refund my money. So she finally told me that that recliner was no longer available. Now explain to me how your store can sell a recliner a month in advance from the delivery date that is no longer available????😡. A total waste of my time. And as of today I have yet to revive my refund. So before I make a trip back to the Emeryville store. I need to know where my refund is. It didn’t take them this long to swipe my card so it should take this long to refund me. After this I will be writing the corporate office. This is truly bad business and unacceptable.

DO NOT EVER GO HERE! This place does not deserve your money. I am doing you a favor by giving you a heads up to not go to this place ever. The whole staff here is extremely rude and incompetent. The lady at the front desk and Mr. Thomas, the manager are both extremely rude. The whole staff needs to be either fired or trained. They really don't know customer service and don't care about the customer or the store.

This store openly violates COVID 19 orders and endangers the lives of its customers. On top of that, their team is rude and obnoxious. The manager Thomas has no regards for customer's time and could care less what happens to you. Beware of the African American lady at the customer service desk. She is extremely rude and would resort to yelling & screaming. I would very strongly recommend you to never ever go this store.

I am only leaving this review to share with you all to NEVER make a mistake of shopping at this store. The whole staff is rude, entitled and arrogant. They don't treat you right and act as if they are doing you a favor. Please take your business elsewhere. The manager of the store is Thomas and he will not lift a finger to help you. His team is rude and they act like you are an inconvenience to them. The (African American) lady (sorry, I don't have her name) at the front desk is the worst and would literally scream and yell at you.

DO NOT GO HERE EVER! WORST SHOPPING EXPERIENCE OF MY LIFE. The whole staff is rude, incompetent and arrogant. The manager Thomas does not care about the customers or the store. The African American lady at the customer service desk is the worst at customer service. She needs to be fired right away.

I wish I could give them zero stars. The staff is extremely rude and incompetent. They try to trick you every step of the way. I would strongly recommend shopping elsewhere. The manager Thomas does not care about customers, the ladies at the front desk will treat customers with utmost disrespect and arrogance. THIS LOCATION NEEDS TO CLOSE ASAP.

I hate the store Manager Angel & worker J Wilson are liers & not very good people. Ashley Furniture Emeryville Ca DO NOT give refunds i found out by calling Corporate in Florida bc the store lied & gave me the run around.

The customer service is exceptional. Everyone was helpful as well as professional.

Prices way to high.

Our visit to this store, we had to deal with a rude employee. When we found the right chair for us, they said that it would be delivered at the beginning of this month(September). When the delivery date came , they were no where to be seen, and gave us another later delivery date. That then leads up to today, when we get a call that says the chair won't come until OCTOBER! We order the chair in July! When we called for a refund, they were even giving us a hard time about that. Just like other reviews have said, they were fast to take our money, but not when it comes to giving us the product. Needless to say, we are never shopping at another Ashley Home Store.

Jamika W made my exchange so smooth. I was so stressed about exchanging my sofa for a loveseat but she took care of me right away and made my experience so easy. Thank you!

This store needs to close asap!! They take 6 months to deliver your furniture! They never answer the phones