Ashley Store Austin, TX

Name: Kristiland Queen Upholstered Storage Bed
Brand: Millennium® by Ashley
SKU: B794B3
Price: 898.98 USD
Availability: InStock
Rating: 5.0 (1 reviews)

Ashley Store

(512) 519-3000

9900 S IH-35, Building C

Austin, TX, 78748

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Store hours

Open today: 10:00 AM - 09:00 PM

Monday 10:00 AM - 09:00 PM

Tuesday 10:00 AM - 09:00 PM

Wednesday 10:00 AM - 09:00 PM

Thursday 10:00 AM - 09:00 PM

Friday 10:00 AM - 09:00 PM

Saturday 10:00 AM - 09:00 PM

Sunday 12:00 PM - 08:00 PM

About Ashley

The Ashley Store in Austin, TX represents the largest furniture store brand in North America and one of the world’s best-selling furniture store brands with more than 1,000 locations worldwide.

Store Details

Great style doesn't have to be expensive! The Ashley Store cuts out the middle man by building, transporting, and selling its own great furniture. This allows us to bring stylish furniture, created by the largest furniture company in the world, to the people of Austin, Texas at a price that other companies cannot compete with. The Ashley Store has exclusive agreements with premium bedding companies like Tempur-Pedic, Sealy, and Stearns & Foster. We sell the best mattresses in the world, with incredible incentives and financing terms that ensures that the customer leaves with the best deal possible! You can find us in the Southpark Meadows Shopping Mall, next to Boot Barn. We look forward to being the furniture store that helps you fill your home with memories, and hope to see you soon!

Customer Service

Monday 09:00 AM - 09:30 PM

Tuesday 09:00 AM - 09:30 PM

Wednesday 09:00 AM - 09:30 PM

Thursday 09:00 AM - 09:30 PM

Friday 09:00 AM - 09:30 PM

Saturday 09:00 AM - 09:30 PM

Sunday Closed

Ashley Store Austin, TX

In-store offers

What our customers say

4.2

(3330 reviews)

76%

15%

FILTER Star Ratings

Ryan Reynolds

May 11, 2025

Very easy and professional staff. Recommend visiting if you are looking for furniture.

David Freeman

May 11, 2025

Couldn't be happier

Doug Scales

May 11, 2025

I was given a delivery date 5 times you don't have a store phone so I could call for difficult. I will not purchase any more furniture from Ashley.

chris ausmus

May 11, 2025

Very pleasant and EXTREMELY helpful. Helped us get the purchase done when we had an issue! Thank yall. Chris & Brandi

Bonnie Dooley

May 10, 2025

Our salesman, Kyle, was so helpful and did an excellent job.

Michele Gonzalez

May 10, 2025

Ryan Long was an incredibly knowledgeable and great customer service representative! He was able to answer all of our questions, make excellent suggestions and made the whole process go very smoothly. What a great experience!!

Forest Murray

May 07, 2025

Ask for Kyle Wise. He was really friendly, honest, and transparent. He did his best to help make everything really affordable. He even kept me company and swapped stories with me while I was shopping, making it a very personal experience. He’s the kind of person that makes you want to come back again. Thank you Kyle.

May 07, 2025

Poor experience today while browsing. The pressure they put on you, followed by downright condescension and rudeness is unacceptable. We stopped in today to look around as we are in the market for a mattress and new furniture after a move. We are greeted at the door, let them know we are just looking around today and move along. Next, the manager finds us and introduces himself and we politely make small talk and then let him know we are just browsing and not looking for anything particular. We then get to the mattresses and not two minutes later, another person comes over and welcomes us to “his kingdom”, the mattress section. It’s pretty clear he was sent over by the manager, but that’s besides the point. I know he is a salesman, and he is going to give us a spiel which is fine, so I let him go ahead. After his pitch, I politely ask if it’s alright if we take a look around, and that we will let him know if we have any questions. He says “huh?” as if I am speaking another language, so I repeat myself and at this point he says in a condescending tone “so you guys are mattress experts?” I’m sorry, but do I need to be an “expert” to know if a bed that I am laying on is comfortable or not? Despite repeatedly indicating that you are just browsing and not looking for help, they will follow you around the store trying to pressure you into buying from them. I certainly didn’t feel inclined to buy anything from this store due to the fact that they can’t respect such a basic request. How can I trust that the requests I make about buying $1000s of dollars of furniture would be respected? Saved myself the trouble and walked next door to the other furniture place where I was given the space I requested.

Justin Hampton

May 05, 2025

Boris Kamsu

May 05, 2025

Wonderful…

Joe Jackson

May 13, 2024

I bought for a leather single recliner. this is person‘s name is Conor Paine .He hold us we are getting a pure leather recliner. Two weeks later, they deliver us a law seat that was damage peeling off. he lied to us ,that he was a pure leather, and we have five years warranty. He did not told us we have to pay extra for the warranty. he did not tell us Ashley Furniture policy that when they deliver to your home, there is no refund. I did not get what I paid for a pure leather Siegel recliner. They deliver me a loveseat . I told dad to take it back that I did not order for a Love seat . They refused to take it back. I asked him my money back they said no . They want me to get something else that is a scratch resistant . They are telling me to pay more money s that is not my budget . I have been fighting with them for one month .I have been fighting with them for about a month. They still refuse to remove the love seat. Out of my house , I didn’t pay for.and that is more than my budget. What I can afford .they have been lying to me. And giving me run around. The manager told me to go get another furniture and now she say I had to pay more money .go get another furniture . They are doing all to make money .and they do not care how much pain they cost to the customer. that cost me anxiety. I spent every day talking to Ashley Furniture customer service. They refuse to do anything for me just for the cost of money evil.. Ashley Corporate They said I need to deal with it the store. The store said they can’t do anything. I need to talk to the third Party ,they said they can’t do anything. I am stuck with pain.. A bayer beware. I wish I googled this Ashley Furniture before we make a purchase .They have get Lawsuit because of this before .they tricking people and lie to them and cell the furniture they do not want. something they do not want with no money back.. they say possible we not tell you that is no money back before you purchase.. they are a scammer.

N H

Apr 18, 2024

Zero honesty. The Pflugerville sales rep stated we’re getting the best deal with a “corporate discount” (apparently it was a price match to the online price after checking) and that the military discount cannot be applied. After cross checking facts online and with a representative from the Southpark Meadows location, I reached out to my Pflugerville sales rep and told him that the discount can be applied. Finally, he agreed that the discount can be applied, but I will have to come back in and sign paperwork to change my 12-month financing to 6-month financing. At this point, since my delivery is still days out and I’m still within the time frame to not incur any cancellation fees, I’m ready to cancel my order altogether after being lied to (twice) and feeling like I’m being retaliated against. BUT the Southpark Meadows representative informed me I did not have to change my financing nor come in to sign anything. With my permission, he stated he can apply the military discount on his end (after speaking with his supervisor and getting his approval), to avoid my sale becoming a “wash out.” So I went ahead and agreed to his idea and did not cancel my order. I asked for a confirmation email for the price adjustment and was informed I will receive it in 1-2 business days as the order is still processing. We paid the $99 White Glove Premium Home Delivery Service which includes furniture assembly. After coming home from work, upon inspection I noticed there were missing hardware that were crucial to keeping the main parts attached. What’s worse is the delivery men knew about the missing hardware (caught on video) and failed to mention it after assembling the parts. How is this service worth $99? My order has been delivered and assembled with missing hardware. It has been over a week since the verbal approval of the military discount to my order. My bill has been processed and I still don’t see a price adjustment nor credit to the original amount of my bill. I followed up with Southpark Meadows today and was informed my order has been completed and since my order was from Pflugerville, they (Southpark Meadows) are not able to make any adjustments to my order… First time buyer with Ashley Furniture, and what an extremely dissatisfying experience this has been… from sales, to delivery, to customer service. In the end, both Ashley sales representatives and services from Pflugerville and Southpark Meadows are untrustworthy and dishonest.

Ben Lowell

Jan 29, 2024

UPDATE: After nearly 2 weeks of going back and forth with customer service over the phone and a couple visits to the store, I finally have the rest of the couch scheduled to be delivered. However, customer service over the phone was never helpful, and 2 different managers at the store failed to do what they committed to do and action was only taken after I followed up. I will say however, I genuinely feel that my original sales person, Francisco Valdez, was the only bright spot in the experience. Once he was aware of what was happening, he did do his best to stay in contact with me, despite the managers and customers service refusing to follow through on what they'd said they'd do. I don't think anything would have gotten done at all without his help. This is my first 1 star review. They've earned it. Decent in-store experience, awful post sales support and customer service. If you decide to do business with this company, be very careful. The sales staff here are polite but pushy and not knowledgeable of their own product. They are more interested in selling protection plans than ensuring that you are getting the furniture you are paying for. Customer service is difficult to get in touch with, and there does not seem to be a way to call the store directly leading to delays in resolution. I've waited a week only to be delivered an incomplete piece of furniture. After waiting to talk to someone in customer service, who does not work at the store I purchased my couch from, I was told the store would contact me in 48 hours. That did not happen. I had to call customer service back after 48 hours had passed. On that call I learned that the store had responded to the ticket that was put in and noted that they would not be able to help me because I received the parts I paid for. I paid for those parts because the sales person I was working with assured me that those were all the parts necessary for a full couch. In fact, I recognized the part descriptions for the parts on the order didn't look like they included everything. I asked our sales person if he was sure we had everything. He said he checked with his manager and that the order was correct. A week later our couch shows up with no arms. The store is now saying they aren't going to do anything to resolve this, which apparently includes selling me the parts they failed to sell me the first time. After insisting that someone needs to contact me at the very least to sell me the rest of my couch, I've now been asked to wait at least another 24 hours to talk to someone at the store before anyone is even going to begin working on this issue. There are several problems with this store/company: A pushy and unknowledgable sales staff. Managers who don't want to interact with customers. No ability to speak to the store on the phone directly. Customer service agents and stores that do not follow through on their promises. Apathetic sales people and managers who have no interest in customer service or customer retention.

Dorie Luera

May 18, 2023

Extremely dissatisfied!! We picked up our sectional from the warehouse in New Braunfels. Our purchase was initially made at the Ashely Southpark location in Austin, TX. As we began to set up our sectional in our home, we realized we were given the correct model but the wrong configuration. Apparently there is major confusion from the sales team to customer service and the warehouse as to how to order the correct “arm”. My salesman, Nick says to face the sofa when making the decision to choose and the warehouse says that you should be sitting down to select the correct “arm” side of the sectional! We have been bounced from back and forth to try and remedy the problem but we are currently forced to be at the mercy of an “approval email” for the exchange according to the operations manager, Barbara at Southpark meadows location. The warehouse in New Braunfels is eager to assist the exchange but can’t make a move until Barbara says it’s okay to exchange it. This was clearly an error of some sort on y’alls end, we are having a hard time accepting there is nobody available in either location with the authority to correct this extremely disappointing and inconvenient situation. My experience with Ashley’s furniture proves that you are treated like a number and they offer inadequate training to their employees. Not only has this problem not been resolved an entire workday later but we are forced to be on day 3 tomorrow of interrupting another workday of ours trying to correct what should have been a simple fix. Meanwhile I am not allowing my children to sit in our living room to protect this useless $2000.00 couch we should have never been given. I’m glad I waited to complete this review instead of doing it when I received the text just a few hours after leaving the showroom, on day one. Yelp, will be my next review if I continue to be ignored. Please fix this Ashley’s furniture people!

Daniel Raymond

May 02, 2023

Would give 0 stars if possible as we are not planning on making purchases at Ashley moving forward. First, we were very clear on the sectional couch layout we wanted to order (literally the same that was on the sales floor), but the couch was ordered incorrectly. When trying to figure out how to get the right couch we were given the run around and told to contact the store we purchased it from. Yet all documented phone numbers emailed and invoiced weren't for the furniture store location. When finding the store phone number online and calling during business hours the call went straight to a voicemail saying they were closed. Second, there is supposed to be a text and/or online way to schedule a delivery, but neither work, which means you still need to call to schedule your delivery. When bringing this up to customer service, they said they were aware of this issue, but yet they did not change the "on hold" message or text notifications that states otherwise. Third, on multiple occasions we called to schedule a delivery because we were notified it was "ready for delivery." After scheduling a date, then would get a notification a day or two later saying "ready for delivery", and they did not have the previous scheduled date noted. We were told by the customer service manager that it could have been a delay caused by damage found when they received it at the warehouse. Then when we asked, "why were we told it was ready to be delivered without them receiving it?" Or "How is it we had to wait for weeks to get the correct couch from an error the salesman made, but if they receive a "damaged couch" they can get a replacement in 2 days?" They could not answer. When spending over $8000, we were thinking we were going to get some sort of re-embursement, and not just told "we are sorry for the error" or "need an error acknowlegment from the salesman in order to process." Seems like money is more important than customer service when it comes to Ashley Furniture Store.

Dr Trent

Feb 22, 2023

They are the absolute worst company to purchase anything from’: Ashley Furniture customer says couch contained pieces of wood—company refused to replace it 'Thank goodness I just cancelled my order for a couch from there.' Braden Bjella Posted on Feb 19, 2023 A user on TikTok has gone viral after calling out Ashley Furniture. According to TikTok user Gigi (@gigi_unbreakablebt), she spent almost $10,000 on a new furniture set, only to be met with poor quality and subpar customer service. In a video with over 656,000wood.’” views as of Sunday, Gigi says she bought the new couch from Ashley Furniture back in November. This is when the problems began. To start, Gigi says the couch was delivered with a section missing. When she asked about this, Ashley Furniture allegedly responded that they could not deliver the last piece for another 3 weeks. When the full couch finally arrived, Gigi discovered that one of the USB charging ports included in the couch did not work. Furthermore, the couch was supposed to come with metal cup holders—Gigi was informed upon arrival that the cup holders had been discontinued. The couch had other quality issues as well. On one side of the couch, pushing into the cushion results in an audible cracking sound. “So the service guy comes today to fix this stuff, and he pulls out pieces of wood out of the recliner,” Gigi says, showing a splinter. “He says, ‘OK, it’s up to showroom standard. There’s nothing else wrong with it. You just had some loose pieces of wood.’” Along with the couch, Gigi bought a new mattress. When delivering the mattress, Gigi claims that the wrong pieces were delivered 4 separate times, leading to workers dragging her mattress outside and dirtying it in the process. Frustrated, Gigi says she attempted to return the products and receive a refund. She was informed that this was not possible. “This company has completely failed and they should go out of business period! DO NOT BUY ANYTHING FROM THEM!!!!!!” she summarizes in the caption. Gigi claims in a later video that the company offered her a 15% refund for the errors but refused a full return/refund. In the comments section under Gigi’s video, users shared their own Ashley Furniture horror stories. “The worst! Our couch cushions are tearing off the back, the seats split up the sides, not to mention we bought a sofa sleeper sectional and we find out a week before delivery that the sofa sleeper was out of stock and discontinued. No refund for the price difference,” a commenter claimed. “We even got the protection plan and it was advertised that animal, kid, and rips were covered. Every claim has been denied as ‘normal wear and tear.’” “They truly are the WORST! My friend ordered a sofa waited over a YEAR they kept telling her it was coming she then demanded a refund and they REFUSED,” alleged another. girl!! I’ve been waiting since last August for a replacement love seat that was broken on delivery,” said a third. “terrible company.” “We bought a bed from Ashley’s a while back & when they delivered it they damaged a corner of the frame. They sent over a ‘specialist’ to fix it…He literally just brought some brown crayola MARKERS that matched the frame and colored over the damage and then left,” recalled a further TikToker. “That’s all. A MARKER?!” We’ve reached out to Gigi via email and Ashley Furniture via email and the website contact form. This story comes on the heels of another viral Ashley Furniture customer complaint in which a user claimed they bought a living room set, only for the company to sign him up for several credit cards without his consent.

Justin Kemner

Jan 04, 2023

We finally just received our "good enough" furniture and it has been one month since we placed the order in store. We bought a whole bedroom set and it was set to be delivered a week from when we purchased it. The first delivery went well, but two of the items were defective/damaged after we received them; a nightstand had a broken drawer slide and a large 6 drawer dresser had a split in the wood between two drawers. Customer service was great over the phone and after I sent in some photos, they agreed to schedule an exchange for both items at no cost (great!). The second delivery shows up a few days later and the replacement dresser is broken in the box. The delivery people told me that they will have to reschedule again. After this customer service told me that they would perform a pre-inspection before shipping. The third delivery was running late and at 9PM they sent a message saying that the delivery cant be completed. The forth deliver shows up and again, the replacement dresser is broke. No exchange again for either the dresser or the nightstand (pre-inspection failed). The fifth and final delivery shows up a month after we had paid for the items and the dresser and nightstand are "good enough". There are small scratches on the dresser, the dresser does not sit level, and night stand's feet were stripped when they were installing them. At this point we accepted the items because we were over taking days off work to be present while they kept attempting to deliver something of acceptable quality. There are many more complaints that I have such as, the delivery timeframes were never accurate from the original quote etc. etc. I will never shop here again unless I am picking the items directly off of the floor myself. The customer service people are friendly and responsive over the phone, but the delivery and warehouse team does not execute to the standards to which they are expected in my opinion. I spent over 5 thousand dollars for the set and I am left with the feeling of "this is good enough". In my opinion, don't have anything delivered from here and be prepared to have multiple deliveries back-and-forth if you do. Deeply regret buying from Ashley.

Michelle Monroe

Jun 29, 2021

I purchased a sectional from them in 2017 and had a good experience so I went back to purchase furniture for my new home in February 2021 and it has been AN ABSOLUTE NIGHTMARE. One of my first questions after selecting my items was is everything in stock and how soon will it be delivered, they told me everything was in stock and would be delivered sometime between 3/5/21-3/9/21. I asked if they do partial deliveries if something was on back order (knowing inventory may not update in real time) and they said no, they don’t do partial deliveries anymore and only deliver when the full order is available. March 9th comes and goes, I wait a week before calling to ask what’s going on…I was told then it would be April 15th before it arrives and the lady helping me confirmed they do not deliver partial orders. I was frustrated since I had guests scheduled to stay and no furniture for them to use but I rearranged my plans. April 15th comes and goes with no communication from Ashley Furniture so I planned to call back Monday. On Saturday I get a text from Ashley requesting I schedule my delivery (FINALLY, or so I thought). I schedule it ASAP and much to my surprise when the guys show up they only have HALF of my order. At this point I’m somewhat pleased because now I had a bed, the air mattress was miserable. I ask the guys when they started doing partial deliveries and they really didn’t have an answer for me, can’t blame em, they just move what they’re told. I call Ashley again to ask when the rest of it would be here as I have guests that rescheduled their visit to beginning of May, I’m told the rest of it will be here June 15th. I asked to speak to a manager to figure out what’s going on and after waiting on hold 56 minutes their line ended the call…I was infuriated. I reschedule some guests to visit beginning of July thinking SURELY I’ll have my furniture by then…well, it’s now June 29th and I still don’t have it. I called AGAIN last Wednesday 6/23 and spoke with Omar who told me it won’t be delivered until AUGUST 27th…I ask to speak to his manager, after fighting me for 5 minutes he transferred me to Miguel who ensured me he’d look into it and reach out to me by Friday 6/25. Friday comes and goes with no communication from him or anyone. The worst part is you can never get in touch with the same person, they don’t communicate with you and clearly don’t care about customer service at all! Today 6/29/21 I call the store and speak with Michael in sales who is supposed to get back with me today with an ETA on my order or info on how to return what I have if it’ll be another 2 months before I have the rest of my furniture, we’ll see about that. My initial sales person was Amelia Loving who confirmed 6/15/21 latest delivery, I’ve referred several people to her with much regret. If my furniture can’t be delivered within 2 weeks I will be returning what was delivered and happily taking my business elsewhere, I didn’t spend roughly $6k on 1 room to have a mismatched set. I was planning to order more for the rest of the house but given this experience I will NEVER use Ashley furniture again, nor will I refer anymore family/friends/clients to them. BEWARE if you decide to purchase from them, their story conveniently changed when it best suits them and they could care less about good or even decent customer service. I understand delays happen but I certainly expect communication from the company if/when that happens. If you need furniture in a timely manner, or even if you have a month or 2 cushion before it’s needed TAKE YOUR BUSINESS ELSEWHERE, they will not deliver on their promise! Had I seen reviews like this prior to going back I would’ve shopped around more but I’m a big advocate on supporting businesses who are honest, dependable, and treat their clients with respect…that is no longer how Ashley chooses to do business, you’ve been warned.

KimDuyet Jamar

Jun 07, 2021

We moved into a new home after living in the old one for 16 years, so we wanted everything new. Salesperson was very attentive, very nice and told us that everything should be delivered 6-8 weeks out. GREAT We also purchased mattresses, however, we were not yet ready for them to be delivered immediately so we needed to scheduled them for a later time. Not a problem, we were told. Just give them a call when ready, and they would be delivered within the week. Long story short, there were miscommunications and delays that compounded one on top of the other. I was given a call from the store manager, or that's how he introduced himself, that the furniture was delayed another 6 / 8 weeks. When asked for a reason, I was told there was not one available. There was further miscommunication, confusing texts and phone calls regarding delivery which, come to find out, where the mattresses that were being delivered a month in advance. I finnaly called customer service and asked what was happening. Before hanging up, I decided to go ahead and ask them to check on status of the couch and loveseat that I thought were being delivered, as the text/ calls said furniture. I was told my order had been CANCELED two weeks ago. Of course, I was told that no information was provided showing who requested the cancelation. I decided to drive an hour to the store to speak with the store manager face-to-face. The manager told me that he's been the store manager since November and was not the person who called me?!? Even showed me his name badge, like I thought he was lying. He even asked me, You didn't cancel the order? Ummmm WHY would I be here right now, having this conversation with you, if I canceled the order? On a positive note, at another Ashley location, found a different set that we liked better, of course more expensive, but eta 2 WEEKS. Fingers crossed that we we have a better experience with this location!

Nene Walter

May 23, 2021

DO NOT SHOP HERE: I went in to purchase furniture from Ashley’s Furniture, the Southpark Meadows location on 05/22/2021. The furniture was delivered to my place on 06/03/2021. During the first delivery, it was noticed that the items were damaged. Photos were sent in and I contacted customer care and agreed to a 2nd replacement delivery. The distribution team informed me that they would pick up the furniture from the first delivery when bringing the replacement items. The replacement items were attempted for delivery on 06/10/2021, those items were also damaged and I declined the order again. The replacement items were taken back but the damaged items from the first delivery is still sitting inside my home. I was informed to contact customer care to set up another order for the distribution team to come back out to pick up the initial items. More photos were sent in and I contacted customer service and the store manager requesting a full cancelation. A ticket was submitted to the store manager, Anthony, on my behalf. I was then denied cancelation and a refund over the phone until going into the store personally to speak to the manger. He then approved the cancelation of everything except the mattress. I was told that since the “boxed” mattress was already in my home that they could not accept it back. Again, the items are only in my home because the distribution team did not take them back during the initial drop off. The store manger then submitted an order for the distribution team to come out and pick up the canceled items on 06/22/2021. The distribution team did not show. Customer care could not provide a reason on why they didn’t show but another order for pick up was placed for pick up on 07/01/2021. The team did not show on that date either. Customer care submitted a ticket to the distribution center on my behalf and informed me that they were not aware on why the distribution personnel did not pick up the cancelled items. I also contact the store manager Anthony and he blamed it on possibly forgetting to select “white-glove” under the order. Another order was placed for pick up on 7/10/2021. The distribution personnel called me when they were 30 minutes out. I provide them with my gate code and building number but they never showed. The following day I called the store manager to inform him of the ongoing issue for the 3rd time. He stated that he was not sure why this keeps happening but was unable to contact the distribution center manager until Monday, 07/12/2021. He informed me that he would call me the next morning. I never got a call. I received an email the following afternoon of a new order number for pick up. The customer care team stated that the notes listed that I refused the pick up which is not true. I am being told that the charges will not be disputed or canceled by the financing company until the items are returned even though they are only in my home because they have failed to pick them up three times.

Shawn Turner

Feb 14, 2021

Good experience on day of purchase. Went to hell after that. Here's the summary of the unresolved saga: * Ordered furniture on 10/24/2020 * 1st delivery occurred in late November with damages * Told us replacement would arrive end of December * Called back at end of December and they said first week of January * First week of January - moved from temporary housing to newly renovated Condo, did not reassemble damaged furniture as delivery was impending * Called back and they said Mid-January * Got appt to deliver on 1/23 * Arrived damaged on 1/23 * On 1/25 receive a call to schedule delivery on 1/28 * Received a phone call at 7:30am on 1/28 saying that they actually didn't have it (they were still trying to deliver the damaged one) so that it would be delivered on 2/4 * Received several contacts adjusting the deliver time window for 2/4, finally settling on 4:30-7:30 * Nobody called or showed up to deliver on 2/4 * Called on 2/5 and they "escalated" to the distribution center * Called again on 2/6 and they said it's scheduled for 2/13 (I din't believe them). She *swears* that all three parts (headboard, rails, footboard) are at the distribution center. * Yet again, 2/13 was a no-show, complete with text messages in the morning saying that they were delivering that afternoon. Called yet again, said that the "rails" weren't in stock and they had no idea when they would be. This is the second time they've said that all parts were at the distribution warehouse but apparently they actually weren't. Asked why they scheduled the delivery and the guy on the phone said he didn't know. Asked again why someone didn't call or text us that they weren't in fact going to deliver and again he said he didn't know. At this point, I think Ashley is just screwing with us and we'll never actually get our furniture. So, while the in-store experience when buying was good, nothing else has been since. They seem to love playing departments against each other: sales says it's delivery's fault, delivery says it's the distribution center's fault, and you can't actually speak to anyone at the distribution center so you're basically SOL.

Gabriela Villegas

Jan 16, 2021

0 Star Service!!!! 8 Months after the purchase and the service is still not complete. May 2020, my fiancé and I were in the process of buying a house, we purchased a bedroom thinking it would probably be in by the time we closed for the house. Moving forward to June we closed on our house and still no bed. At the beginning on July we started getting random pieces at a time. We had to take time off work to be at home to receive the delivery, we had approximately 8-10 deliveries and the bedroom could not be assembled because there was always a piece missing. A lot of these deliveries were automatically scheduled, and there was absolutely no way of canceling or rescheduling because every time we tried to call we would be on hold for up to 3HRS. The two times I was able to talk to someone after waiting for hours, I would express my frustrations and concerns and nobody was able to help. Twice our delivery was delivered TO THE WORG ADDRESS. 3 months later, finally the last piece came in and our bed was assembled, but it was assembled wrong and some parts got damaged in the process. We reported the damaged to get those pieces replaced and the same situation happened all over again. Automatic deliveries that we were unable to be cancel or reschedule, we were unable to get with a representative or a manager over the pone, Incomplete deliveries and deliveries to the wrong address. Our Mattress was defective by the 1st month of usage it has dents all over it and our bed was coming apart because of how bad it was assembled. Nov 2020 We ended up going to the Store and we spoke to a manager and he assured that we would get a whole brand new bedroom and that it would be complete. January 2021, 8 months almost 9 after our purchase we receive an incomplete delivery once again. I've missed so much work in the past 8 months and we are not willing to go through the same situation all over again. I do not recommend this place at ALL.

Bob DeJohn

Jan 15, 2021

I beg you to read this review before ever deciding to work with this company. Let me start by saying this has been (October - present) the absolute worst customer service experience I've had or will ever have in my life. GO TO ANY OTHER COMPANY BESIDES Ashley for the following reasons: -Everything is back ordered (good luck getting your purchases anytime soon). I placed by order at the beginning of October and have received half my items. The dresser I ordered (kinda important right) -- that I found out is delayed until March. Nothing like waiting 5 months minimum! -The best part is you have absolutely no idea when you're going to be receiving your stuff. This is because when you call into the customer service team 10 different people will tell you 10 different answers. This is a very IMPORTANT point -- you will spend months upon months running in circles trying to get stuff figured out -Two items of the furniture that have been delivered were damaged. I also had a delivery guy install one of the pieces of furniture incorrectly. I'm sorry, sir, isn't that literally your one job in this whole process? One would figure these should be easy fixes -- call their FANTASTIC (lol) customer service team who will arrange for the item to be replaced and the other item to be correctly assembled. At the very least maybe a technician comes out and tries to fix the damages first. Both of those options would make too much sense when it comes to the folks at Ashley. I spent ~10 phones calls totaling 5 hours to try and get either option arranged -I was told "everything is confirmed" and "we're all good" only to call in a couple days later to have a new customer service rep tell me that no service order or exchange request was created. The perpetual "groundhog day" effect of having the same conversation over and over and over again with no problems actually being solved -I was also told when I purchased the furniture that I would be contacted as soon as the furniture arrives at the warehouse. Yet I find myself every single week having to call in and ask for an update -- only to once again get 5 different answers on estimations for delivery. Who doesn't LOVE to be told your furniture is getting delivered on X date only to call in a couple days later to confirm and to have the rep tell you that no delivery date was ever scheduled. Wasn't scheduled .... what did I just spend an hour two days ago discussing with a different rep? -It's so sad to say the BEST part of the customer service team is the ~30 minutes you have to wait to actually speak with someone. It gives you time to mentally prepare yourself for the hell you're about to be put through and the lies you're about to be told I don't believe this company should be in business -- I can't believe this is how they treat people that spend money on their products. They have run me around in circles for months and at this point I'm drained. I'm reading other reviews with the exact same stories, so I ask if this has happened to you to please respond to this and share your experiences. How many negative reviews do you have to receive before finally deciding that enough is enough? One final message to Ashley HomeStore -- this isn't rocket science, FIGURE IT OUT.

Melissa Chavarria

Jan 05, 2021

Michael was a great sales associate. He gave us the space to look around but was in close proximity to answer any question. He made the process enjoyable and didn’t pressure us to get something we weren’t interested in. Edit: while the store experience was great, as a company I do not recommend at all to anyone! I prematurely wrote this review. I’ve had issues since the moment they delivered the first item. The delivery individuals did not set up the bed due to missing hardware. They told me they would call me within 24-48 hours...nothing. I called them one time over the phone and chatted with them another time and they told me the SAME THING. That they have taken action and notified the warehouse and would get back to me within 24-48 hours. Almost a month later, I call for a third time and FINALLY someone lets me know that no one had taken action on the order. Not surprising at all. They say that I should get the missing hardware. I do, and I call to let them know and they let me know they will have a technician out to fix the issue on 12/31. 12/31 comes around, the day technician was supposed to come in...no one shows and no I got no call to let me know. I call them and they say the technician called in but they didn’t bother letting me know he wasn’t coming. They would have never called if I didn’t call them. They then tell me no one can come until 1/5, so here we are. Technician arrives and lets me know the parts they sent over are not the right ones. So he says he is going to expedite order so I can get a new bed frame. Here is to hoping they can do that. Regardless, with the inconsistencies in communication I decide to call customer service and they were aware of all the issues so they offered a $50 gift card. Ridiculous. Their justification being that it’s based off of how much I’ve paid. HOW DO THEY EXPECT ME TO PAY FOR AN UNFINISHED ORDER. I told them to connect me with a supervisor and of course was told I would hear from someone within 24-48 hours. All I am saying is, with everything going on, they should be more consistent with communication and should at least attempt to communicate with their delivery company and warehouse. If I knew it was going to be this difficult to get some furniture, I would have never bought from them. And don’t get me started on the other items purchased.

Arthur Guerra

Dec 28, 2020

If I could give 0 stars, I would, so a one-star will suffice. Ashley’s Furniture is by far the worst company I have dealt with. I completely understand that they do not control the manufacture, but Ashley’s Furniture does handle basic communication or reimbursements and payments, when they fail to keep their word. We got new Furniture due to my wife being pregnant. Our delivery date was set for two months out, not an issue. However, on Dec. 09, I received a phone call stating everything would be delivered, went over items, received the email notifications. Ecstatic that it was moved up two months. So, I moved everything out of my house the day of delivery to have room for everything. Upon delivery, only one thing out of the nine was sent. I called customer service, furious that this occurred. All they stated was sorry. I called numerous times and could never get an answer; I reached out to Corporate Office, nothing. I had to physically go into the store where I mad the purchas. I was set up with a new delivery date roughly three days later. On Dec. 19, I received a phone call confirming items, email notification. The problem was that nothing was delivered!! The same issue, called customer service, called corporate, and nothing is what has been stated. When I am receiving my Furniture?? I have no clue. Now I have an empty bedroom sleeping on the floor due to moving everything out. I asked if I can be reimbursed for the hardship and miscommunication, was told NO. I’m confused as to why Ashley’s Furniture can call and send emails of confirmation delivery dates, only to find that everything that has been stated is inaccurate! When I call, I’m told that customer service would get back to me within 48 hours, and I have yet to hear anything in regards to this. We are always initiating the calls after 48 hours. We have asked for a refund, and said NO?? I was given the name Spence Chad as the Director and Manager over Texas; come to find out today, he does not make calls. i have made a total of at least 20 phone calls and have gotten no where. Again, all lies, deceit, and frustration. Thank you, Ashley’s Furniture, for having my wife sleep on the floor during an already stressful period during COVID while pregnant. you are unable to keep your word, help, or provide customer service. You are very quick to take my money, but will not help your customers when you fail. I will never buy anything from this place again after the customer service we’ve experienced.

Joanna Lozano

Dec 15, 2020

Affordable and good furniture with a beautiful store, but the staff and mostly the management made our family feel unwanted, uncomfortable, and mostly out of place; as if we could not afford to be there, its advertised as a family store, and have used Ashley's for years just have never went to the slaughter lane location in Austin, TX. Needless to say they were upset that my 1 year old was touching furniture and that we were sitting f And trying things out. The gentleman who helped us was polite but was originally sent by management to ask us to leave the store when I selected my item in less than 10 min bc I felt unwanted, ...this was as he was asking us to leave bc of he request by management i advised that i wanted tp purchase the living room, he skeptically said we wld have to run credit , I advised i wanted to pay cash for the entire purchase he went back to his natural upbringing which was kind and humble he apologized for management and advised he would assist us. I still felt violated so I asked him to do so quickly so I could leave I felt violated, judged and disappointed with the store for not giving our family the time of day to allow us to pick what we wanted comfortably but point said I still needed furniture so i settled for something that I still don't know if I'll like but to make a point that you should not judge a boom by its cover especially in these times of a pandemic when people should come together..... I will never shop at an Ashley's furniture store because of this event even though I have stuck with them through a lifetime of changes from college to my first job then marriage and now with my family ...the table and everything in my house comes from Ashley's furniture but they have lost a loyal customer because i refuse to be treated with anything other than the respect we deserve after my husband served this country for 20 years as a marine to protect the very values and family we value in america, I am truly disappointed . its sad tgat in 2 day December the 16th I will be driving to the factory to pick up my last family 's addition of Ashley's furniture

Kelsey Phillips

Dec 01, 2020

Terrible customer service and poorly managed store. My mother and I went to the store looking for wall art for my new house, and very clearly were looking for wall art. The manager on staff during our first visit was very sweet and seemed very knowledgeable, so we felt confident we were going to get some great stuff. We found a few portraits we liked so we went home to make sure it would fit. We go back to the store later that evening to purchase them, and we had a few questions and it took the sales rep an hour to get them sorted out. They were pretty basic and questions such “can we take these home and if they don’t work work, can we return them?” “How do we pick up the pictures?” And “and what do we do if they don’t work out” we were getting mixed answers all night, and the sales representative told us we could return them if they didn’t work out, but later when it came down to purchasing the items they told us that we couldn’t return them. And instead of owning up to the miscommunication, they were trying to play them blame game on who said what and even tried blaming it on us is saying she thought we were looking at beds, when it was very obvious we were looking at portraits because from the beginning I asked her about a blue painting I saw online and we discussed a few canvas’ i liked. The whole process ended up taking over 2 hours and when we would look around and there were representatives all over the floor doing nothing besides just talking to each other, and every time we would go see what was taking our rep so long, we would see her talking to a coworker (not about her customers she had waiting on her) and she would just claim she was waiting on a response. I recognize that our sale might have seemed small compared to a furniture sale, but they lost even a sale that was basically locked in from the moment we walked in the door. We could’ve been out of there within 30 minutes to an hour and been happy with our purchase and they could’ve moved on to other customers in the store, but instead it dragged out and we left very unsatisfied. We ended the night talking to a manger who was not accommodating us in any way or acknowledging the miscommunications that took place. The manger on staff that evening kept telling us that this isn’t his company so he can’t help us with our problem, but my question to that is doesn’t he operate the store front and represent Ashley furniture in order to generate sales for the business model and for themselves and to guarantee returning business and referrals? Obviously they prioritize policy and poor management over customer satisfaction. Needless to say, I did not purchase the wall art I actually really loved, not based on the company policies of non-refundable art, but based on the customer service we received last night. Also, based on me and my family’s experience, we will not be shopping with this store again.

Katie Dinep

Nov 12, 2020

Edit 11/11: I am keeping track of this review and updating it to bring to light just how awful this company and experience has been, in hopes that a potential customer sees it and it helps them make their decision to not shop here. Our damaged TV stand WAS replaced - on 11/5. Note the initial ETA was 10/20. The dining table, on the other hand, has been pushed for the 8th time (yes, 8th), to 12/1. I've experienced 3 delays alone based purely on mixed up delivery dates. Now, with a 4th confirmed delivery date of 11/12, I have been given a call this morning to be told 12/1 is the new date due to a "manufacturer delay" again. Even though the 3 previous times I was told the table WAS here, it was just going to miss the delivery truck and I needed to wait just 1 more week. I ask for a supervisor and the rep says there is no one else I can talk to, and to take it up with the store. Edit 9/30: While our experience in the store has not changed, I cannot give an honest 5-star review and encourage other shoppers to come here given the experience that I have had outside of the store. We ordered a fair bit of furniture on 7/25 - an end table, a coffee table, a TV stand and a dining table/chairs set. We requested 9/2 delivery, so gave over a month of notice to order the products. The 9/2 delivery was initially delayed to 9/9, and when it was delivered we received only the end table, coffee table and the dining room chairs. It was a slight delay and we had an ETA of the following week for the rest, so while it was annoying I let it go. Come 9/14, I receive another call that the furniture is delayed until 10/1. Now I'm angry, but what can I do about it? Now it is 9/30, I received my confirmation yesterday for my 10/1 delivery of the dining room table and TV stand and was thinking we will finally be able to wrap all of this up. Of course I receive a call 9/30 saying only the TV stand is available, and the dining table won't have an ETA until I allow the TV stand to deliver on 10/1. This is now the THIRD time this delivery has been rescheduled, the excuse is a "manufacturer delay" and the representatives are given no information or ability to provide more concrete estimates. As someone who works in an industry that also relies on our flawed national logistics system, I have still never seen such blatantly poor management of their supply chain. Additionally, no confirmation or evidence is given over email, and the only way to speak to anyone is by waiting upwards of 20 minutes on hold through their phone line or to chat to an invisible person through their website. Their representatives will say "someone will reach out to schedule a new delivery date", but that doesn't happen and it is the customer's responsibility to stay on top of things just to ensure we are getting the earliest delivery possible and actually holding Ashley accountable. There is no way to report these issues to Corporate (as if they care anyway...no ethical company would allow such poor service) so I have to unfortunately resort to tainting an otherwise good locations' reviews just to make people aware. We moved into our home a little over a week ago and now I don't even know if I will have a dining table to serve the guests I am expecting. I can understand these delays for deliveries on a tight turnaround, but it has been over two months now. Get it TOGETHER Ashley and to future customers, PLEASE go elsewhere and listen to the reviews. We will not be fooled again. Previous Review: We had a great experience here purchasing some new living room and dining room furniture for our home. Mark was very helpful, and we would highly recommend him to anyone shopping here!

Austin Jackson

Oct 06, 2020

This may be the worst customer service experience I've had in my life, and I would highly recommend those reading this review to check out the Living Spaces store in Pflugerville instead. It's farther away, but you will save hours in headache on the backend. My main frustrations are confusing pricing discrepancies and horrible customer service, and I'll provide the details below. We purchased our bedroom set and patio furniture during the Labor Day sale. The sales rep insisted that we would receive the furniture within 3 - 4 weeks, and we should contact him if we don't receive it in that time. After purchasing the furniture, we went online and saw that the Ashley furniture website had a cheaper price AND a price match guarantee. We tried reaching out to the sales rep and the call center to get them to honor the price match, but they essentially said that the Ashley website and individual stores are separate entities. They would not apply the sales price to the lower priced furniture listed on their OWN website, which is ridiculous. Then, there were the delivery issues. The 3 - 4 weeks passed, and our furniture did not even arrive in the warehouse. We contacted our sales rep only to find that he had quit and couldn't help us. We tried to contact the store, and the local store punted us to the call center without fail every single time. The call center folks informed us that the furniture would actually be arriving in November. Based on that information, we decided to cancel a portion of our order, and actually getting the order cancelled has been a huge hassle. First, I tried to submit a partial cancellation via their website. The online rep informed me that they cannot cancel in-store purchases, but I could try the customer care line, the online chat messenger, or the store itself. The chat messenger informed me they can't do anything, and referred me to the customer care line. The customer care line informed me they can't do anything, and they said to call the store. The problem is you CAN'T call the store. Their local number immediately punts you to the call center (who has no authority to do anything). So in the 21st century, your only way to cancel an order is to drive in-person to the store. I had to waste hours on hold to figure this information out. I STILL haven't been able to cancel my order, but I would highly recommend nobody give this store their money. My wife and I purchased a number of items from Living Spaces, and they showed up the next morning. You don't have to put yourself through this horrible process. Save your time and money.

M T

Mar 08, 2020

I had a good buying experience at Ashley Furniture three years ago, but when the chester drawer broke I have had an extremely difficult time finding a part to fix it with. Originally, the drawer was built incorrectly, which caused the glide to break off of the wood. So I used some glue and clamps to fix it. Then I realized that the glide on one side was not like the glide on the other side, and I needed to get a new glide because the furniture was built incorrectly. I stopped by the store to explain my story and they gave me the item number for the furniture I purchased and told me to contact customer support and they would help me. FALSE. I called customer support and the furniture is discontinued and there is nothing they can do to help! (On a piece of furniture that is 3 years old). So customer support asked me to contact the store. I called them back and I spoke with Doc. Doc said that Delia would call me back. After 3 business days and no returned call I figure it would be best to reach back out. Here is where I get upset. I call and speak to Michael, who told me he was the manager. I now explained my story for the 6th time and he told me I could google the part and order it. There was no empathy, no apology that the piece of furniture was never built properly. Remind you that I was willing to buy the part and fix their piece of JUNK furniture myself. I was not requesting anything for FREE. I asked if I could bring the part back up to the store and he said that he could not help me. I explained that I do not know what glide to purchase and , maybe he or someone at the store could help me, so I buy the correct part the first time. Then Michael stated that I could bring the part to the store and I could see what size I needed. He stated he could not help me. The most important piece to any company is not only the sales side of their business, but the customer support afterward the product is sold. This MANAGER needs some customer service training because he could have had a customer for life. Wow! Ashley Furniture failed and they instead just lost a customer for life.

Britany W

Jan 26, 2020

We ordered an entire bedroom set and received the delivery today. I received no call and therefore had no heads up the delivery men were on their way...only received an email days prior stating my 3 hour delivery window. I was caught off guard when they showed on my front doorstep 30 minutes earlier than the delivery window was stated. Anyway, I let them deliver the furniture, although I was tied up between having contractors at my house for a renovation project and preparing lunch for my two small children and my husband had not made it home (again I wasn’t prepared to deal with a delivery as I had no heads up and was expecting my husband to be present during the delivery window I was given). Once they had everything set up they asked for my signature and I requested I look over the furniture. Everything cosmetically looked perfect, therefore I signed off on the delivery. Two hours later we are putting everything into the drawers of the dresser and nightstands and realize the one of the nightstand’s drawers will not open. After fighting we it we are able to get it open and once it was shut again, there was no luck getting it open after multiple attempts. So now we have belongings stuck in a brand new nightstand that is completely useless. I call Ashley’s 800 number and talk to a lovely lady that clearly hates her job as she was nothing but rude and came across as irritated the entire call...she tells me it was my responsibility to ensure everything was in working condition when accepting the furniture. I explained I had looked over everything and there was no damage and never thought to check the 16 drawers my furniture included to see if they’d open as that was something I’d expect to work after spending near $4k on a bedroom set! Apparently it’s not Ashley’s responsibility to ensure products are in working condition before delivering to customers and lacks in quality control. At the very least, I’d expect the drawers to be in working condition when delivered. Needless to say, we will not be purchasing furniture from this place in the future due to lack of customer service and poor quality.

Holly Schreiber

Oct 08, 2019

My husband and I purchased the nemoli slate sofa from ashley the end of august. We paid close to 800 for everything and the delivery to my home was done very poorly. Sent people who did not speak english and they refused to get the couch through my front door. Was a fight but after them laying on the ground outside on its back shrink wrapped which I was not happy about they finally got it in. I noticed fairly quickly after using it that the cushions were not filled properly and the only way I found that I could shape it was to keep opening the zipper and moving the fluff around which breaks my arm every time. I also noticed the middle cushion is not straight either. We called customer service and asked to get more filler for the cushions. Filled them myself yesterday and nearly killed my back and arms and legs doing it. Still not happy with cushions. Also I noticed with the seat cushions that they are not reversible. And they have a layer of foam on the bottom of it that all the pieces poke through the material so I have to keep opening it and sliding my hand around to get them to go back in. The minute you sit on it they come right back. Also my husband has been complaining about his back hurting when he sits on it for an extended period of time. In addition when I filled the back cushions I ended up breaking out from it due to my bad excema. My husband called the store and spoke with Yesenia today and she refused to help at all. She told us to call customer service and told us that they would need to have a technician come look at the structure. What does the structure have anything to do with the cushions? I am so frustrated with this company at this point and was looking to get a refund for this couch because of its poor quality. I will pay a restocking fee that does not bother me but they could atleast try to help us. But clearly that is against Yesenia's morals. Never again will I purchase from ashley!

Sandra Garcia

Sep 12, 2019

Completely disappointed with this company. AS OF TODAY, 9/12/19, STILL NO RESPONSE FROM ESCALATION TEAM. AS OF TODAY, 9/11/19, STILL NO RESPONSE FROM ESCALATION TEAM Making a major purchase for our family is something that we take very seriously. We needed a new couch and decided upon a sectional couch at Ashley Furniture. We visited the store twice before making a final selection on 8/7/19. We paid $500 cash and put the remaining balance on our debit card. The saleswoman, Ana, was very patient as we made our selection. After we paid and were scheduling delivery we were told it would be ONE MONTH before our delivery on 9/7/19. We almost cancelled the order right then and there, we should have. We truly truly should have. One month without a couch is forever! We were patiently counting the days until our delivery date of 9/7/19. On 9/5/19 we received a call to schedule a second delivery for a missing section of the sectional! What? The entire sectional was not available for delivery. We were so disappointed. So on the evening of 9/5/19 we went back to the store to discuss our purchase. We spoke with Ana Perez, a manager and explained that we've already waited a month and now our entire couch will not be delivered. She had another manager come to the front to speak with us, David Delafuente. We explained to him that we were not receiving our couch and really needed something asap for our family of 6. We asked if another item was available for immediate delivery. He stated, possibly, but it would not be on 9/7/19 our original delivery date. He said the trucks were already full for delivery of items purchased over the Labor Day weekend. Wait! What?! So people that purchased 3 to 4 days previously were getting their furniture on 9/7/19 but our purchase made a month ago could not be fulfilled. Completely upset and frustrated we asked for our money back. Mr. Delafunte said we could get our money back, but it would take 4 to 6 WEEKS to return it to us AND we would have to pay a 10% fee for cancelling the order. An order that Ashley Furniture could not fulfill, no fault of our own. To say it mildly, we were beyond upset and frustrated. Bottomline...We have now waited over a month, for a couch that was paid in full, Ashley wants us to wait 4 to 6 more weeks for a partial refund, therefore postponing another purchase elsewhere...this is completely unreasonable.......

Ting M

Jul 18, 2019

I have purchased furniture from Ashley for many years. But this time was the worse experience that I've ever had. Recently we placed an order for a whole sofa set with William Stewart's assist at the store in Southpark Meadows in Austin Texas. After searching thru all of their inventory, there was only one option for a sofa and loveseat we looked but they didn't have the color in store. So We placed the order off the color he showed us from their computer(pictures as attached) and a recliner. We also had been told it would be no charge to send it back right away if there was something wrong once delivered, otherwise we would be charged 10% of our purchase if we didn't reject it when they arrived. As we appreciated William's sincere assistance and professional advice, we trusted his words and I had to change my off day to match the delivery date to make sure we both could review it. But what we received was not even close to what we was shown(picture attached). We rejected the order at the time of delivery since it was not what we ordered. We ordered a color of lighter brown and they sent me a dark chocolate color. When we returned to the store to receive a refund and the salesman explained that the manufacturer must have changed the color option and the pictures on the computer have not been changed to match what was being delivered. But it should be you ASHLEY's responsibility, not ours!! I therefore asked for a refund and the salesman told me we needed to discuss this with the sales coordinator name Chris Wilson. I met with Chris and he rudely asked me why I was even talking to him. He said that I would be charged a 10% penalty even though what I received was not what I ordered. I explained that this was not right and was told that this was all they would do. Please beware that this company does not stand behind their word and will penalize you even if it is a problem caused by them. If you feel like taking a risk to waste your money, it's fine by me. I will never do business with Ashley furniture again for sure. Very dishonest.

ashley segovia

May 30, 2019

Update: fast forward 3 months later, this location and company is absolutely awful. The way they do business is terrible & I will never do business with them again. Very poor communication amongst corporate & the store front. Don’t expect them to relay messages to one another or note your account with whatever verbally is said because they won’t. The first initial experience wasn’t as bad until we found out our sales person did not give us accurate information & our offer expired, the store & corporate delivery department didn’t even catch it until the finance company told them, 3 days before we were scheduled for delivery. Why would I want to go back up there & resign paperwork & help the same people who dropped the ball & misinformed us in the first place!? There are way too many furniture companies to choose from to be doing business with such a horrible & inconsistent company. Multiple people have been told from corporate to the store front that we are done & don’t want the order anymore due to their lack of due diligence & still to this day there are no notes on the account about any of it. The management team there is a joke don’t even think about asking them to rectify a situation they’ll just apologize & reiterate the policy or insist on explaining how they weren’t wrong to begin with. Manager Isabella is awful don’t ask her for help either she is definitely not qualified to problem solve & she will tell you you aren’t allowed to talk to her boss because she’s the only one who can handle the concerns? Beware before you go to this store, I would highly advise against it but if you still choose to go make sure you get their policy & read it before you sign or do anything & don’t take anyone’s word for it before you make a decision do your research & get whatever they are telling you in writing! First review: My Boyfriend & I bought our living room, dining & bedroom sets from here & our salesman Doc was fantastic & so patient! We spent all day shopping & he was so very helpful throughout the whole process. He made a potentially stressful experience a very effective & non stressful one! Great customer service thank you so much Doc you were great & we are grateful to have worked with you!

Adam M

May 30, 2019

HORRIBLE! The couch set we purchased came delivered, drivers were rushing the install to complete their deliveries for the day, past 7:00 PM and they still had deliveries to be made before driving the 1 hour back to their warehouse. I feel for the delivery drivers, unfortunately they are over worked which led me to miss some damage on a piece. After delivery I was so excited about the new couches in my house. I was laying down and noticed one of the leather cushions had spots of raw leather showing through where the leather polishing process was ineffective, I thought "This won’t be an issue everyone I have dealt with in the store was great and this will be no problem to get handled". I was instructed that customer care is the division who handles post sale issues and not the store, understandable for company organization. I contacted customer care and the bad service was just beginning. I was approached with and offer to have someone come to my home and "repair the spots" which is basically painting over them, this is a horrible repair and overtime will rub off on your clothes. I declined having the repairs completed and asked for them to just replace the couch, this was denied. Their next offer was to have someone come to my home and replace the panel that was damaged, again this is a dismal sub-par repair. I agreed to allow this repair only if Ashley's agreed to extend a 5-year warranty on the piece against any defects, I felt was a reasonable offer if they are to disassemble and reassemble seams outside of a professional repair shop. This offer was declined by Ashley's. At a stale mate the only other option was to replace the couch in its entirety with another new piece, the customer service agent made me feel as if this was an option that was difficult to accomplish, and they would have to ask for management approval...... REALLY? I purchased a NEW COUCH! A customer service manager agrees to replace the couch with a new piece, but it will take around a week to have the couch delivered. My only ask was for delivery to be at the same time as original delivery as to not interrupt my work day for scheduling, the agent agreed to make the delivery happen around 7:00 PM. Customer service asked I clean the couches, this is a reasonable request. Great, everything has been resolved...... Or so I thought..... Unfortunately, the worst is yet to come. Day before delivery I clean the couches off with leather cleaner and microfiber cleaning cloths. I am notified that delivery that will be happening during a window which the majority is during my business hours, I'm frustrated but try my best to understand that this was necessary if I had requested and the delivery team was unable to accommodate. I am in the middle of a VERY important conversation with a crucial business partner, the exact reason the afterhours request was made, I get the notification delivery team is 30 minutes away from my home. I load up into my truck and rush to my house to meet them, all while still on my business call. The new couch is being prepared outside of my home for installation, I'm thinking "Great, this will be quick, and I can go back to the office". I open the door, all while still on my business call, and let the delivery personal into the house. I am standing in my living room, still on my call, patiently waiting for the delivery drivers to pick up the damaged couch and bring in the new couch when the driver walks up to me and interrupts my business call explaining he will not be able to accept the damaged couch as a return because there is dog hair on it, a few pieces of hair in between the back cushions and on the back of the couch! He is not respecting my call and my business partner can hear his conversation, I am forced to hang up on a partner who is a large portion of my annual income, NOT GOOD! I am told they are unable to accept the couch because dog hair is on the couch, my dog has never been on the couch and the hair is only from what he would have naturally shed into the environment.

Adonis Gray

Apr 03, 2019

I had quite an experience when I first walked into Ashley's Furniture. I called hours ahead to confirm pricing for a price match from a competitor. The employee I spoke to confirmed that they would honor the price. When I walked into the store with my wife and two kids, I expected a quick exchange to pay for the sofa and be done. That was not the case at all. I was greeted by the employee I spoke to earlier and he told me that there may be a problem honoring the price since the company they needed to call was now closed for the day. I asked what else I can do? He stated that I could find another store in the state of Texas that was open at the time. He would then price match with that store. I proceeded to google and confirm two stores in Dallas and Katy Texas which would meet the requirements he gave me. He then walked away to meet with a manager only to come back to tell me that he could not honor those price match quotes either. I asked for the manager and he told me that the manager did not want to speak to me. I refused that answer, as I had a gut feeling he was lying, so I got up and found the manager myself. After speaking to the manager, I realized that the employee agreed to honor the price match just to get me in the door. He broke several of their terms and conditions only to lie in hopes I would be stupid enough to accept what he said. When found and talked to Manager Chris Wilson, we had a respectful chat about everything that took place. After hearing my story, he decided he should do the right thing and honor the price match commitment originally confirmed. A man has his word and Chris honored that, and I'm very thankful for his commitment. Not only did he honor his word, but he got my sofa shipped and delivered 2 days later. I know this probably doesn't exemplify a normal experience to Ashley's Furniture but I wanted to share mine. I would say, if you're going to visit there, ask for Chris Wilson, and he'll take good care of you. If I was rating this review before talking to the manager, it old be a one star. This 5 star review is based on the managers actions to do right by a customer.

Andrew Mendoza

Mar 01, 2019

2nd UPDATE : Worse I confirmed delivery. I cleared the area for the old set to move and new to come in. I ended up making calls within the window to 3.5 hours after the window. I received ever changing info of contents to deliver today to end up with nothing. Fulfill my recommendation of resolution or cancel with a formal apology to post. UPDATE : Bad to Worse to Bad (?) Michael (store manager) contacted me to resolve the issues. As things were looking more positive, we came across some mistakes/concerns: - Big Concern/Mistake: Tempurpedic may void the warranty if not a Tempur, Sealy, or Sterns & Foster adjustable base as we had a Serta adjustable base in the order. - Big Mistake: Tempurpedic mattress in the order was the wrong one and had to adjust to the non-hybrid version. - Small Concern: Two pieces of furniture were pushed into April for delivery as we had for late March which was already a long time to wait for them. - Huge Mistake/Concern: I was charged an additional $2000+ for a non-existent order which was found when Michael contacted the credit company/bank. This experience has been unimaginable, and I am questioning why I am still doing business with Ashley Homestore Southpark Meadows especially after they placed a fraudulent charge onto my account which is substantially different to the other concerns and mistakes. Now, here's a recommendation for resolution: - Reduce the entire order by 10% - Reallocate the commission from the salesperson into reducing the entire order - Place the entire order onto a 5 year no interest along with the mattress I am seeking this resolution to complete our business. Please contact me. - - - - - - - - - - - - - - Initially, I thought the customer service was going well. Then, it took a turn where I believe the salesperson Lee personalized the matter as I began to question costs and what can be worked out. This caught the attention of the manager David where I spoke to him and put the matter more in tune as the salesperson left the store. While being helped by the manager, the salesperson did return, and things were awkward and somewhat "sorted." I started with the same questioning on costs with the manager to ultimately get a seemingly sarcastic and condescending remark and smirk. I let it pass for the moment to complete the transaction where numbers were displayed with the pieces being ordered to where I received a print out unsure if all was correct as I still had questions. I'm not sure if they noticed that I DID NOT circle "Accept" or "Decline" the offer. If it was circled, they did it, not me. I called back in regards to costs on the delivery fee as well as a cost comparison of ~$400 less with another vendor with the exact same bedroom furniture. I was told that the other vendor is a basic drop ship, and I let him believe that to not get into another argument. The fact is that the other vendor is not a drop ship but a full set up and assuring all furniture is as supposed to be...PLUS free delivery. Previous to this, I had questioned the ordering of the SERTA adjustable bedframe which I thought was supposed to be the TEMPUR Ease 2.0 adjustable bedframe. The salesperson said that the TEMPUR is two pieces that it is x2 of the cost. I contacted Tempurpedic to learn that the Ease 2.0 for a king is two pieces at an equivalent cost as the other adjustable bedframe. So, I have a series of things that are not matching up. Yesterday, I told the salesperson that I do want a manager to contact me, and he responded that one will call you tomorrow (still no call) as they are very busy with the current promotion. Well, the promotion was extended, and I still have not received a call. I wrote the store, but I haven’t received a response. Then, I called the store to be routed to someone (possibly the same salesperson), and I asked to speak to a manager. All I heard was a sigh then a hang up. So, I’m submitting this review regarding the Southpark Meadow location. Note: DN, I have seen a series of similar reviews and question actual changes in your processes, etc.

Joel Martin

Jan 28, 2019

Not 100% where to start. We passed by and saw the sale they were having at SPM location. We walked in just to gaze and caught the eyes of a sales woman. I told her we weren’t buying anything and planned to just look. I warned her she probably didn’t want to work with us because we have aggressive sales backgrounds. :) She stepped away and then returned to tell us “I told my manager what you said and he offered you 25% of of your purchase”. I said that’s nice and she walked away. The sign out front said up to 25% off, the flyer said 20% off. This back and forth went on for an hour as we gazed. My wife and I found a couch that was tolerable in price to lose to our dogs. We asked to go over the pricing and it came to 2060. We left and returned shortly after. I asked her to look at the pricing one more time and she recalculated 2070. This one was chalked up to, she was doing math in her head. The manager came by and redid the figures, which he came up with 2029.84. I asked if the product was all ready to be picked up in NB, which they replied yes. I inquired about the financing and was told I’ll lose the 25% if I finance. Slimy. Very car sales slimy. I agreed and moved on. At the register the price came up to 2029.69. Now dealing with four prices I just laughed and swiped my card. Right after our agreement the sales rep advised one of the pieces isn’t in stock and we could pick up on the 29th. So between 7 inconsistent stories and mistakes, this was worse than buying a car at a bad dealership. Their staff was unprofessional and I guess that’s my fault for thinking they would have more tact. I overheard conversations from their staff as we walked around all about their personal lives, to paychecks etc. Hoping this saves someone. If you need a cheap dog couch, go to couch potatoe. They are super nice and professional. If you want something really nice, Star is the way to go. as of today 1/28/19 below they said they would call me. I will update as new information comes about.

Whitney M

Jan 16, 2019

I'll never shop at Ashley again after this experience. My spouse and I have been to the store previously, and ended up leaving without even finishing looking because the sales staff was so overbearing. This time, I had a specific couch in mind, so I figured it would go a little smoother. We walked in, were greeted by a salesmen, and he showed us to the couch I wanted to look at. He was busy with other customers, so he called for another associate to come help us. The other salesman shows up and immediately starts trying to finalize the order. I told him we weren't sold yet, since we had been in the store for about 5 minutes at that point, and asked if they had any other couches in the same price range. He laughed and said "for $300? no." Laughing at customers budgets isn't the best sales technique. Not to mention I had $1000 to spend, but decided then I didn't want that guy getting my commission. After a little more looking we ended up picking the furniture we wanted, and set a delivery date. The morning of the scheduled delivery we got a call saying that the couch was ready but the recliner hadn't arrived yet. We opted to reschedule for a week later to get both items at once. Later that night, the couch arrived. We told the frustrated delivery guys we had rescheduled and they left, saying we would get another call. We never did. We were supposed to get the rescheduled delivery tomorrow, but I never received a time window. I called and they said they didn't have us down for any scheduled delivery. So what? You think we just bought a living room set for it to sit in some Ashley warehouse? I told the customer service rep that was ridiculous, we scheduled a week ago and this is the second time they screwed it up. He apologized and said he didn't know what the issue was, but the soonest they could deliver was 3 days from now. I told him I wanted our delivery fee refunded, and he said they could only refund half because the guys still had to wrap and deliver everything. I realize that. I wasn't insinuating that the delivery team shouldn't be paid, but Ashley should pay for it, not us since they're the ones making constant mistakes. But they stuck with a half refund. Maybe the stars will align and in 3 days we will finally get our furniture.

Mary Smith

Dec 13, 2018

Do NOT shop the Southpark location if you expect respect after the sale. Instead, drive to the Ashley’s store in Pflugerville where the store manager and staff act like grown-ups & clearly understand the value of customer service. Trust me, it is well worth the drive! Last Friday afternoon, in pouring rain with a threat of flash flooding, I went to Southpark location to report that my new sofa’s power headrests both malfunctioned after minimal use, after having it for less than 30 days. The store was not busy. I was the ONLY customer present due to weather. At the service desk, I asked Chris Wilson if he was the manager on duty. He replied “No” turned his back & walked into a small office. I assumed that he was getting a manager for me. No greeting, no “How can I help you?” Nada! I explained my frustration to a female customer service rep who listened respectfully to my concerns & attempted to help. Mr. Wilson came out & listened in on our conversation a few feet away. I saw his name tag matched a sign on wall so I asked again if he was the manager. Instead of stepping up to help, he raised his voice defensively saying he was not the manager “on duty” and did not appreciate my comments. He turned his back on me for a second time & stormed off. Was he trying to intimidate me into leaving the store by his loud, boorish manner or simply a boss that prefers to have others do his work for him? His behavior was witnessed by at least two staff members. If a manager can behave in a rude & dismissive manner, imagine how staff acts under his leadership. I am a 60+ year old woman who had just spent $3800+ at this store & my concerns were completely ignored by management. On Tuesday, I took an UNPAID day off work to wait for repairman who was scheduled to come but was a no-show. On Wednesday, I drove to Pflugerville store. Every person I encountered genuinely welcomed me & went out of their way to help. I did not spend a cent in their store, yet, everyone treated me like royalty with kindness & respect. Where would you prefer to shop? Spend a few cents on gas & drive to an Ashley store where customer service is their priority. If you are the Southpark owner, please spend time in your store to observe this manager’s manners & behavior and see how his attitude has impacted your staff.

lauren moreno

Sep 15, 2018

***UPDATE***DO NOT PURCHASE*** ***WARNING*** I had a great experience at Ashley selecting my furniture. I even wrote a review about how great our experience was. HOWEVER OVER 2 MONTHS LATER I have yet to receive the other half of my sectional. I currently only have half a love seat. It doesn't have an arm or fabric on the other side due to where the chaise it supposed to fit. Over 2 months of waiting and numerous phone calls that the chaise is yet again delayed due to issues at their warehouse. There is NO GUARANTEE that the date they give you for delivery is accurate. They have NO INFORMATION as to why it is delayed. Neither you nor they know when your item will actually be there. I called customer service requesting a refund for the full sectional due to needing a FULL couch I purchased. My last phone call was so DISAPPOINTING and DISGRACEFUL. They were willing to do the refund due to waiting for so long but are requesting a pick up immediately leaving me with NO COUCH. I have been so patient and understanding in waiting for the chaise and now for nothing. I asked repeatedly and reasonably if they could give me at least 1 week to get a new couch into my home. They replied that was unacceptable and I should appreciate they were returning my half couch in the first place. They only seemed worried about the potential pet hair on my couch. It's MY couch. Paid in full. I did not intend I would need to return it. I had such a fun time at the store but it is so disappointing to see their care and service is not up to par in other areas. I will warn anyone who is looking to buy from this company to be cautious and aware of what could also happen to you. I can't even imagine if this was a bed set for my kid or a couch for my grandmother. That they would not know when you would have it or have it taken away with no reason. Good luck. Went into the store today looking for several pieces of furniture with a specific style and size. Everyone was so welcoming and friendly; we had the pleasure of having Doc and Alex help us. Doc helped us find everything we were looking for all the right prices. He was very patient, kind and attentive. He helped us utilize the stores computer catalog for us to feel confident that we can seen all our options. Couldn't have feel better about our purchases today!!

Eric Evans

Apr 10, 2018

UPDATED: DO NOT SHOP HERE. (read on to decide for yourself) Strap in, because this is some BS. Sales guy, when asked repeatedly told me that the financing we were entering into was 0%. We asked many many questions regarding this even pointing out the numbers on the document only to be reassured that there was no interest over and over again. We had two different finance agreements we were entering into, one of which was 0% the other....21.19%!!! I have credit cards at 13% I could have easily purchased these items with however I'm now locked into a this high interest loan due to either a deceitful or incompetent sales person. But wait, there is more! I spent a lot of time on the phone with their delivery team trying to reschedule missed deliveries. Nobody would notify me about missing items, they just let the delivery guys mention it as they left. Once I was told, "Oh yea that's back-ordered, they'll call you to reschedule." Since this was the second offense, I decided to wait and see how long before they called to reschedule... Four days passed before I caved. I had to call, track down, and reschedule delivery on multiple items. This is not good business. I bought my couch and some other items from a local furniture store and had NONE of these issues. I'm not using the other store's name so you all know I'm not a plant from that store. This really happened and I'm really pissed. The furniture is nice from Ashley, but lots of other places sell furniture. Only come here if you have time to babysit delivery teams, grill sales agents for financials, and have a high threshold for frustrating situations. Happy furniture hunting all. Updated 2.0: they at least made an effort after posting online here, so if you have any issues with them just come to google and you'll get a more appropriate response than through the customer service line. They refunded part of the delivery fee and sent their salesman to training.

Samantha Perez

Apr 02, 2018

I had purchased a couch from Ashley's a couple of years back and I had a good experience (that's the only reason I gave it two stars), so I wanted to purchase a bed from them. This is the last purchase I will make from them. The Pros - They have a decent selection on mattresses They finance with zero percent interest if you qualify The selection for bed frames is also decent The Cons - While delivery was on time, they were careless and hit the door frame leaving scuff marks on the brand new bed. I was told I HAD to buy a box spring from them or they would void the warranty on the mattress I purchased. I agreed, and after spending $220 on the box spring, it tore within a few days. I did tried to get it swapped and was told that was a different department and they needed to investigate further, I called their customer service department, sent pictures and never heard back from them. The actual bed frame broke in less than a week. The mattress was too heavy for the frame, yet they sold it to me anyway. This also cost me my deposit since it ruined the floor in my bedroom where the legs broke off. I called customer service and after over an hour on the phone, and speaking with two different people they informed me they would order the parts. Once they got an ETA on said parts, it would take up to a month to get them delivered to their warehouse, then I would have to wait for them to schedule a time to come over and install them. Overall the process would take 6 weeks. I waited and after 4 days I was told they didn't have an ETA for the parts and my refund window had expired so at most they could give me store credit or swap out the bed for a different one. I went to the store and spoke with the Manager, Dan, (who was very apologetic, and did help us out) and got him to issue me a refund. Although we explained my experience with the delivery service, somehow that didn't warrant a refund so I had to eat the cost of a delivery of a bed I couldn't keep. This was 11 days ago, and now I'm told it will take a few more days for the refund to appear. Overall - If it's a simple purchase, they're fine. However, for any big purchases, keep in mind their customer service department is very difficult to work with and you will have to wait for weeks to get the problem resolved. Also, they try to sell you a warranty for your furniture, don't buy it, it's not worth it. It's a separate company and they find any excuse not to honor the warranty so you end up having to wait 5 years to get store credit for that amount. The whole experience left a negative impact, and after all that money, I still don't have a bed.

Melissa Duran-Riley

Nov 24, 2017

I CANNOT believe the horrible, frustrating, uncoordinated, unapologetic, insulting, insensitive, irresponsible service I recently received from this company!!! Easiest way to describe this debacle is with a timeline. Week before Halloween: I order a new bed set for my daughter who will be coming home from college for the Thanksgiving break. Delivery was set for Nov. 4th. Nov 4th: Delivery comes and the dresser is put together and bed parts are left in my daughter's room. Delivery guys say they have the wrong headboard so they'll have to come back once the right part is ordered. I get a call that the new piece will be delivered on the 11th. A week later. Nov. 11th: Driver shows up and goes upstairs. Comes back and says he has rails but no headboard. He says they did not send the right headboard...AGAIN!!!! I call customer service EXTREMELY frustrated and was told by a rep in customer care that it was the stores fault for not ordering the right piece. I was told I needed to call the store. The store says they need customer care to fix the problem on their end. I call customer care ONCE AGAIN. After 45 minutes on the phone I was told an exchange would be scheduled. The rep asked if the driver left the rails. I said no. She said, "well it looks like they did." I once again said no. The rep then said," Look I need you to be honest with me." (Clearly insinuating I was a liar who just wanted an extra set if rails...for what I don't know!!!) After getting very upset I asked to speak to a manager. I then spoke with Rob the manager and I explained how frustrated I was and how insulted I was. He offered NO apology. He quietly typed away and said ok I've sent an email to the store so we can get the right part. I manage a multi million dollar establishment and would never disregard someone's concern and just sweep it under the rug like it didn't happen. I asked him, Do you understand that your rep just practically called me a liar?" He said yes I do (Still offered no apology or reassurance that the rep would be corrected.) He said I'm focused in the bigger problem right now. Before we hung up he said I will correct the rep..bur still..no apology. The new furniture is set to be delivered for Saturday Nov. 18th. I day before my daughter comes home. Cutting it close?? Yeah I know..I figured almost a whole month was PLENTY of time go get this done...yeah right. Nov. 18th: I get a call at 7:30 am. to tell me the furniture did not come in and would be scheduled for the day AFTER Thanksgiving...so my child would be sleeping on the floor for 5 days. I told them forget it. CANCEL MY ORDER!! I was told the order would be canceled. I told them to come pick up the dresser and bed PARTS. They said they would have to schedule that pick up. 2 days later I get a call confirming my DELIVERY.!!!! I once again told them I CANCELED my order and PLEASE COME GET THE WRONG FURNITURE FROM MY HOME!!! Seeing how I already went and got new furniture the day my child came home. So now the extra furniture is strewn all over my upstairs living room...during the HOLIDAYS!! They said ok we'll cancel the delivery but we have to wait for accounting to refund your order before we can pick up the furniture. TODAY!!!!: I get a call from the driver saying he was almost to my home with MY DELIVERY!!!! I swear now that this is just a bad joke. I said I CANCELED that delivery. Called customer care back and they said oops ok. As soon as accounting refunds your order we'll pick it up. Sure..no problem...take your time. No inconvenience here smh. I have bought my living room set, dining room set and a bedroom set with Ashley. I will NEVER order ANYTHING from them..ever again.

Ramiro Balderas

Oct 09, 2017

(Translated by Google) A real fraud !! I bought some "leather" sofas and they turned out not to be leather, they told me when buying that they are of good quality and. At the end of a year after arguing with them, they said their sofas are not leather !! Quee! They stole my sofas that I am still paying for are peeling and old! And when they came to see them they said it's wasting. Wear?? In 3 months?? They robbed me and the technicians said the cow was flushed !!!! Because in a year I was fooled that they were made of leather not fair !!!!! A true fraud! Buy a "leather" sofas and proved that they are not skin, they told me to buy that they are of good quality and. To the term of a year after discusur with them, they told their sofas are not skin! Quee! Stole me my sofas that I am still paying are old and peeled! And when came to see them they said is wear. Wear? In 3 months? I was robbed and they said the technicians the cow as despinto! Because by year in me had bamboozled were skin not is fair! (Original) Un verdadero fraude!! Compre unos sofas de "piel" y resultaron que no son de piel, me dijeron al comprar que son de Buena calidad y. Al termino de un ano despues de discutur con ellos, dijeron sus sofas no son de piel !! Quee! Me robaron mis sofas que aun estoy pagando estan descarapelados y viejos! Y cuando venian a verlos decian es desgaste. Desgaste?? En 3 meses?? Me robaron y decian los tecnicos la vaca as despinto!!!! Porque por in ano me tubieron enganado que eran de piel no rd justo!!!!! A true fraud! Buy a "leather" sofas and proved that they are not skin, they told me to buy that they are of good quality and. To the term of a year after discutur with them, they told their sofas are not skin! Quee! Stole me my sofas that I am still paying are old and descarapelados! And when came to see them they said is wear. Wear? In 3 months? I was robbed and they said the technicians the cow as despinto! Because by year in me had bamboozled were skin not is fair!

Richard Benavides

Apr 20, 2017

Terrible experience. We ordered our sofas and a area rug about a month before the scheduled delivery date. We made it perfectly clear that this is a new home so the address may not be on google maps for their drivers. They said it would not be a problem and just to help guide the drivers on the day of delivery. A day before delivery I get a message saying there is an issue with the address and to call them back. I call within 10 mins of receiving the message and the rep tells me" there is an issue with your address and you took to long to fix it, so your delivery will be delayed until 3 days after original date. After talking on the phone for an hour and visiting the store, no one could resolve the issue. All i was told was to wait on the delivery division to call back. Finally they say they will be able to deliver it after all on the day I originally requested . But the issues don't end there, when the delivery team gets there all they have is our sofa and have no idea about the rug also bought and paid for delivery. It took another half an hour to find out, oh we send those via FedEx,( No one ever mentioned that). The salesperson made seem as it would come together. It took another day to get a tracking number, and since the home was new Fedex does not have the address in their system yet. So its now been sitting with Fedex for over a month because our address cant be found. I ordered stuff from Furniture row and Best buy and their deliveries were painless. Update 04/20/17- Ashley corporate office saw my post and quickly called me to get this resolved. Been told by the manager of the store and their customer service that a refund for the delivery will show up by 04/10/17. I have yet to see a credit. Then they said I had to go pick up the rug at a local Fedex. And I said I wanted to just go ahead and cancel the rug order. They said I could not since I signed an acknowledgment that it would be sent by FedEx. I asked to provide me with the document, and the manager Chad admitted that they didn't have it and had forgotten to have me sign it. He then allowed me to cancel and said a credit will be shown by 04/17/17. Its 04/20/17 and still no credit to my card.

Courtney Driskell Wilkins

Jan 13, 2017

This is an update to the original review I have posted below: Kris in corporate contacted me directed when she read the original review to try and make it right. She did. She arranged it the company to come to our home and pick up the wrong couch to replace it with the correct one. The correct one had a tear in the fabric that occurred probably at the warehouse, because the movers were gentle when moving the couch from their truck into our home. The were quick and efficient the second time they delivered our couch. When we contacted Kris about the tear in the fabric, she was on top of it and scheduled a craftsman to repair it. This just happened yesterday. Even though the process to get the correct couch without tears has been long and frustrating, Kris eventually made it right. That is why I changed my review from a 1 star to a 3. Original Review: Horrible Customer Service!!!! They got everything wrong while we were there ordering our couch (our name, phone number, delivery date, and the delivery charge (higher than what was originally quoted)) which should have been a sign that it wasn't going to get any better. We called the delivery service number to update our phone number to ensure there were no issues with the delivery. When we called, the rep on the phone assured us she updated the phone number and delivery date to the correct one, and would give us a call back for the delivery time. We of course did not get a call back so we called the next day. To our surprise, they had CONFIRMED the order using the wrong phone number! Also, they delivered the couch already to our house! We fortunately had a general contractor there working on our bathroom who had the garage door open. The delivery people just left the couch in the garage. I'm pregnant so I can't help my husband move the couch to the correct location in our living-room. I also wanted to inspect the couch to ensure the quality is satisfactory. I truly can't believe how terrible this experience has been. I'll never shop here again. Adding on to this previous post. When I got home, I found the WRONG couch! They delivered the wrong color. Now we have to deal with having to return the couch and receive the right one.

Scott Sorci

Jan 12, 2017

We bought a couch and light fixture from this location from August of 2016 and we have had nothing but horrible service all around. When we arrived at the store we talked to the sales representative J.R. since we were going to do the layaway program due to our house being under construction til late September. Our only concern at the time was making sure we got our couch when we moved in to make sure we had something to sit on. J.R. assured us that it would be there on the delivery date we chose. Fast forward a couple weeks and the customer service people tell us our couch is on back order for two weeks and that J.R. our sales guy split up our order of our sectional couch and light fixture so he could charge us three different delivery fees. The customer service got rid of the extra delivery fees. If we would have only canceled then! After sitting on the floor for two weeks they finally delivered our couch and light fixture, but however we were still missing a part of the sectional. The delivery people told us that the extra part was on back order for another two weeks. Again we should of returned it right then and there. For our next delivery nightmare, we were on vacation so we had my parents stay at the house waiting for the delivery. They told us and confirmed that the delivery would be between 12pm-3:30pm. However, on vacation we get a call at 6am from the delivery people saying they were at our house and no one was answering. We told them that our time was scheduled later in the afternoon and the delivery drivers tell us that they may have to drop it off another day since we weren't there even though they showed up 6 hours early. Throughout the day we tried multiple times to get a hold of the delivery person since my parents were waiting at the house and each time he rejected our calls and sent us to voicemail. We then had to call customer service where they had to call them to see what was happening. After wasting two hours of us on vacation calling multiple people they finally delivered the final piece of our couch at 7pm. During a deep cleaning when we had to move the couch, we noticed that the frame on the couch under the arm rest was broken. Upon further inspection the spot in which the frame was broken could not have possibly been broken by us. The spot where it is broken is a spot that no one sits in since its not in front of the TV. We called customer service and they sent a repair tech out for the following week. When the repair tech showed up he took a couple pictures and we explained to him that it was broken when they delivered it he told us he didn't believe us because we did not report it to them within three days from the point of delivery. He then continued to tell us we would need to go through the 3rd party warranty service to see if they would fix it. On the Ashley furniture website it does clearly state the frame is covered under a lifetime warranty. As soon as the tech left we called the customer service line again explaining the situation to a manager who told us that the repair tech should have approved the fix since it was a frame. She told us they would be out within the next 3 days to pick it up so they can take it to the shop and fix it. The first time they came to pick the couch up the delivery drivers told us that we were scheduled for a delivery, not a pick up so they couldn't take the couch. We called customer service again were they again set up a pick up date. Second time for delivery date they said the exact same thing! So week two of the broken couch we decided to call the store manager saying he gets us a new piece within two day or we want a refund. The manager was able to confirm for a new couch set to exchange on Wednesday 1/11/17 and of course on 1/11 we get a call saying that our date was once again pushed out to 1/13/17. We yet again called customer service and they said they could do nothing more since they are already doing everything they can. So we have been waiting three weeks for Ashley Furniture to fix our couch, will still no avail or solutions in sight.

Rhonda Yardas

Oct 03, 2016

After reading some of the negative reviews about this store, I feel compelled to share my consistently positive experience with Ashley. We have purchased from and browsed at Ashley furniture many times since moving to this area in 2002. Purchases over the years have included living room furniture and set, bedroom sets and children's furniture, kitchen and dining room sets and pieces, as well as various decor/rugs. Ashley is our first stop when we need to check out new furniture because we've been so pleased with prices and quality. Our recent trip to the Southpark store 10/02/2016 was no exception. We were searching for a full living room set to replace our current Ashley one of 14 years (note that with 3 kids and 2 dogs, this age speaks volumes for durability and quality). JR Stewart was our salesperson and assisted us in finding a great quality, super comfortable full living room set at a great price. He was very knowledgeable about the products and showed us exactly what we asked for only when we asked for it with no pushy sales tactics. The checkout process was smooth and extensive details about delivery, protection coverage selected, and return policy were explained in depth. Written policy of all 3 was provided, as well as signatures indicating understanding and receipt of the information required. This has always been the checkout process I've experienced when shopping at Ashley, so I'm confused by some of the other reviews indicating misunderstanding of delivery and return policies and procedures. I have found the written material (requiring my signature) to be easily understood and concise, as well as easy to reference later should I have questions after leaving the store. Of note, I have found the additional furniture protection coverage to be a fantastic deal at this store. If a claim is not made during the coverage period, you are reimbursed the full amount in store credit. I've used this credit on 3 occasions with no problem. We will continue to use Ashley as our preferred furniture store in the future.

Lupe Sanchez

Sep 23, 2016

Recently my shopping experience with ashley furniture store has been the worse I have ever experienced by far. I purchased a bed and mattress for my mother as a gift.they gave me a delivery date a week out from our visit that day mom called to tell me the headboard was in bad shape so she did not accept any of the furniture literally after that incident it took them three time for them to come to my mothers house because if it was not one thing it was the other ,my mother had disassembled her bed and got rid of it she literally had no bed, on one of the delivery days mother waited all day until she asked for me to call and see what time they were stopping by I called only to be told that they weren't coming that day after all because of another issue with the parts ,they didn't even have the courtesy to call and let her know they weren't stopping by. When I called I rescheduled again I was really upset by now because they wanted me to wait another week ,with all my frustration I decided to make a special trip hoping the management there could help, oh! No! It wasn't any better ,I really don't understand what they believe the concept of management is! I explained to Chad my frustration and he just literally gave me this look just staring like " what do you want me to do?" OR if I was stupid and making this up, at that point I'm like no way! I want my money back ! He said he couldn't do anything about it that I had to go home and call customer service, "really???" I told him I was not leaving until he helped and from there we called customer service. Spoke with Jessica o. She tried to convince me to keep the bed , which at the end she did because they said we had to wait a little over a week just for me to get a call to see when they can schedule an appointment for them to pick up the furniture, I couldn't wait that long mom needed her bed.everyone including customer care talk to you like if your ignorant pretend they care about your concern but they dont. I asked Jessica O. Not hanging up without getting some kind of reimbursement for my trouble, for all my trouble my reimbursement was a little over $74 dollars really ?half of the delivery fee. And get this when I finally received the last piece of the bed which were the rails they weren't in great shape they had a dent and was covered with a stain. Didnt notice till next day cause delivery was late and everyone was tired, Didn't even bother to report because mother was tired of it all. Never again will I buy from ashley it was not my first piece purchasing there but it will be my last. I believe in good customer service and I refuse to be treated like that

John Johnston

May 01, 2015

GO SOMEWHERE ELSE!!!! We have now had two horrible experiences. The first time they delivered half of our bedroom furniture and the other half weeks later. This resulted in our mattresses being places on the floor for the entire time. This second experience was even worse! We ordered our new living room furniture and waited over a month for delivery. The sales rep did not measure the coffee table correctly resulting in the table not fitting in between our U shaped sectional. They tell you that you have 14 days to "swap" out your items for something different, but read carefully, there are numerous stipulations around the swap. You have to find something equal to or greater than the purchase you originally made. Of course they will easily charge you more money, but they won't refund you anything. I was then told if I picked two items totaling over $500 I would have to pay TWO delivery fees. The result was me going through the show room trying to find items that could be purchase from the showroom and brought home that day. Note that this is a showroom and you cannot bring home items that are display or items that are on clearance. Four pillows, a candle holder, and an enormous decorative glass jug later I found enough items to equal my original purchase. Our original sales rep sat in a chair the entire time and proceeded to tell my wife how he partied too hard the night before and just "wasn't feeling it today." He said he had to leave as soon as possible to go prepare his house for their company outing that was scheduled to happen that evening. This company is such a waste and I hope that no one throws away their time and money by going there. It seems to be a company problem and not an individual store seeing as how our first problem was with the Pflugerville store and the second instance at Southpark Meadows. They say they have no control over the delivery aspect as it is a third party company. Well, all I can say is you are not judged by those that you go into business with, but rather those you STAY in business with.

Gerhard Fiedler

Jul 27, 2014

The content of this box said "describe your experience"... in a word, awful. Differently from some of the other reviewers, it seems we were relatively lucky with the delivery. (Didn't all happen as promised, but in the end it did happen.) But when a table top showed a defect after about a month and we had to deal with their customer disservice department, the fun began. The first that greets the unlucky customer are waiting times beyond all hope on the phone. By an attendant at the store we were told that waiting times up to three hours are normal -- for them (imagine us). That did match our experience; be prepared to be hours on the phone until you get to talk to someone. And be prepared to repeat the experience. Just talking to them once and they then doing the right thing -- yeah, right. So here's our story... After several hours on the customer disservice phone, we managed to set up the first technician visit. We have to stay at home and wait for the technician. The technician stated that our table top should be replaced, shot some photos and filed her report to the customer disservice department. You'd think that they would notify us about their conclusion, right? That's what a normal business, a normal person would do. But not the Ashley customer disservice department. They, as someone else at the store put it, just "dragged their feet" -- at our expense, of course. So we spent some more hours on the customer disservice phone, just to hear that they don't accept the technician's conclusion and the only thing they offered was sending another technician. We tried some things, tried talking to people at the store (which wasn't easy either), but to no avail. So back to the dubious pleasure of spending more hours on the Ashley customer disservice phone, to mark an appointment with the technician. Of course it's not possible to mark an hour; the best they can do is marking a day. The hour is then determined by the customer disservice gods at Ashley customer disservice department, and we were notified a day or so in advance when we have to be home at the service of the Ashley customer disservice department's technician. So then he came, and we were at his (their) service. He analyzed the damage and came to essentially the same conclusion as the first technician. Tried to fix it, but couldn't. Went back, filing his report, I'm sure; the technician seemed professional (differently from the Ashley customer disservice department). And again... you'd think that the Ashley customer disservice department would manifest itself. (It's not that they lack the contact information; they of course have not only phone number, but also email. For a normal person it would be simple, easy and quick to get in touch and let us know. But not for them, apparently.) Since the customer disservice department didn't manifest itself, we tried again to talk to the people at the store. They essentially said that they can't do much and that we're on our own. Their tip was to get back on the phone with the Ashley customer disservice department (more hours), try to talk to a manager and "not take 'no' for an answer". Some advice, huh? Anyway, that's where we are right now. Really short before a complaint with the BBB. And already way beyond upset (I wanted to use a different word here...) Also, their claim to be the biggest furniture chain 'worldwide' is just ridiculous. I'm not an insider in the furniture business, but I know that IKEA alone sells about ten times what Ashley sells -- worldwide. And that's just one I happen to know (and with which I never had problems).

irina givens

Jul 11, 2014

I would give a no star if I could!!! We went to Ashley store in Round Rock and bought a coffee table set and paid with cash. They said we would have to wait almost a month for delivery course the coffee table was not available. We said it is fine and we could wait. Two days before our delivery time Ashley called and said that the coffee table is still not available and they have to deliver it in a week on July 1st but the end tables will be still delivered on June 25th ( original date) . I said if they have to do that it is fine. June 25th came around and nothing was delivered. I called delivery service and was on hold for 45 minutes. When I finally got through they said the employee who called us was a new one and he made a mistake about time. They said everything is going to be delivered on July 1st. Ok.... July 1st comes around and upon unwrapping the coffee table the whole piece of wood came off and they have to take it back. They said they did not know when the new table will be delivered to me. At this point I wished I never would buy any furniture from Ashley store any more. I tried to call Ashley store about all issues and after being on hold for 40 minutes somebody finally answered and said: what do you want from me, to see when we are going to deliver your table?.... At this point I thought to myself I have never seen a customer service like this horrible. I do not know how they still get away with all what they do. My husband came home in the evening and touched one of the end tables with a finger and it just started chipping off on the side. So he called customer service ( took him 50 minutes to get through) and the lady asked to send her a picture of the end table and she will call repair man. It is been about 10 days and we yet to hear from her( her name is Patty). The coffee table was finally delivered on July 8th. The delivery guys have been always nice and it is not complaint about the delivery service at all. The delivery guy touched up that end table with a pen and said it will make it look better for now but repair man will still have to come to look at it. I asked the store about refunding money for the delivery and nobody called me back.Thank you Ashley store, you've just lost your customer( we have bought furniture all in all from Ashley 3 time) I will never step my foot in this store with this kind of customer service who is really nice to you only till they take your money. Irina Givens

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On in-store purchases of $4999 or more made with your Ashley Advantage® Synchrony credit card at participating locations from 3/4/2025-3/31/2025. Equal monthly payments required for 80 months. Down payment of 35% is required on another payment type for in-store purchases. Promo fee of 2% of amount financed will be included in required monthly payments.

†^Not combinable with other offers and discounts. If any down payment is required, the qualifying purchase amount is determined prior to any down payment, taxes or delivery. See a sales associate for details on required down payment. Qualifying purchase amount must be on one receipt. A promo fee, equal to 2% of the amount financed at time of purchase, will be shown as a separate transaction on your billing statement and included in the balance subject to this promo. Any taxes, delivery, or other charges included in the amount financed will increase the related promo fee and the required monthly payments. For example, a $950 purchase with $50 in taxes and shipping costs, will be charged a promo fee equal to $20 and $1,020 will be charged to your account. No interest will be charged on amount financed (including related promo fee) and equal monthly payments are required on promo purchase until it is paid in full. The payments equal the initial amount financed, (including related promo fee) divided by the number of months in the promo period, rounded up to the next cent. Any estimated monthly payments may be shown as rounded up to the next whole dollar (for ease of display) or may be shown rounded up to the next cent. See your billing statement for your actual required equal monthly payment, which will be rounded up to the next cent. These payments may be higher than the payments that would be required if this purchase was a non-promo purchase. During the last month(s) of the promo period the required monthly payment may be reduced due to the prior months' rounding. Regular account terms apply to non-promo purchases. New Accounts: As of 7/16/2024 Purchase APR is 34.99%. Penalty APR is 39.99%. Minimum Interest Charge is $2. Existing cardholders: See your credit card agreement terms. Subject to credit approval.

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