Ashley Furniture HomeStore

Reviews 3

NA

Nathan Maranice

STAY AWAY!!! This is by far the worst furniture store Ive encountered. They are beyond incompetent and indifferent to their customers. Background: My wife and I live in two different states for the time being. We went shopping and spent thousands on the perfect furniture set before our wedding. We set a delivery date a month out so that we could save hundreds for her flight so that she could be here to help set up the furniture. We had a delivery date set. First off, Ashley did their part and contacted us three days in advance and confirmed our time but notified us that our couch could not be delivered with the rest of the furniture. We thought that was a little disappointing in that the company had over one month to get their affairs in order but it wasnt a deal breaker for us. Secondly, we notified them in advance that we could not be there for the first hour of our mandated delivery time. We as the customer had no choice in determining what times we could be available. It was mandated to us by the company. We had prior engagements scheduled so we called ahead to let the company know we could not be at home during the first hour. The customer service rep we spoke to assured us that they had made a note in our account and that the delivery driver would call ahead 30 minutes prior to delivery. We however received no such notice. All we received was a voice mail stating that the delivery driver had waited his allotted "20 minutes" and had moved on. A little disappointing that a customer which spent several thousands of dollars and all we were allotted was 20 minutes of the truck drivers time. After the voice mail we called the company (we were on hold for over 20 minutes) in which we spoke to a customer service rep that had no concern and was completely indifferent to our situation. "The driver stuck to our 20 minute policy" is all that we received from their "customer care" phone line. We were finally able to speak with the manager after another 20 minute wait. He was only able to give us "maybes" and "no guarantee" that our furniture could be delivered on the date that Ashleys had agreed to a month in advance. Complete lack of accountability and lack of concern for their customer. The theme here is that the company refuses to look at the big picture and make things right. We were home literally 20 minutes after the delivery driver left. I spent another 45 minutes of my time (and gas) to drive to the store in Live Oak in the rain to see if the store could actually provide customer service. Nope. Nothing. All I got was a cold "your furniture is in the warehouse and all of our drivers are off of work". I found this to be completely amusing because our delivery time frame ended at 8:30pm but it was only 8 PM. The warehouse is located in New Braunsfels which is roughly 30 minutes from our residence. I can only assume that the delivery team and their leadership wanted to call it an early Saturday night and not deliver thousands of dollars worth of furniture to their customer as promised. As you can imagine my wife and I are completely livid . We asked to get our money back but once again the store stuck to their " 48 hour refund policy" versus making it right for the customer. If management does not show leadership and make things right then this store is beyond hope. However, I can tell by the number of salesmen sitting around and doing nothing that this place is horrendous. Someone should have stepped in and put these idle workers to work by hopping in the truck and delivering the furniture as promised.

BG

BG Haji

A terrrible miserable place. Do not expect them to honor any warranty. A lying cheating company. We purchased a bedroom set two years ago. The mattress, a Simmons Comfortpedic IQ 200 EP, was an expense we had not initially anticipated, However, we decided to make the purchase because it did help relieve back pressure and some pain, more so than the others we tried. The sales man also sold us on the 25 year warranty. The mattress recently failed to provide support on the center left side. Its as if an air bladder had ruptured or there is some sort of defective baffle, allowing air to escape improperly. Its like a hammock after 5-10 minutes. This is a manufacture defect, without a doubt. A representative came out yesterday and filed a report. I called an Ashley Furniture customer care representative and she said, they would not honor the warranty because there was a stain on the mattress. Are you kidding me. The mattress looks almost like new. It had a small .25" x 1.25" "stain" which was easily removed. This tiny mark has absolutely nothing to do with the problem. The mattress fills up after you get off but, it sags excessively when you lay on it for 5 minutes. The 25 year Simmons warranty and your sales representatives were outright deceptive. A ".75" normal body impression". What does that mean? I tried the bed last night, what I have is a $3,430. hammock. I did not file a claim with Ashley Furniture when I discovered a large crack on the back of one of the dressers. I did not notice it until a year after delivery since it was on the back side and not visible. After calling and speaking with customer care service personnel and manager I believe, they are a failing company that will do anything, by hook or crook, to not honor warranties. BUYER BEWARE I CAN NOT RECOMMEND THIS STORE. Update. This original review was posted on the New Braunfels store site. This bedroom set was purchased from the Live Oak store. I was contacted by the Ashley Furniture corporate office this afternoon regarding this review. They mentioned that I should contact the Simmons Company and said it was up to Simmons, maker of the Comforpedic, whether or not they would honor their 25 year warranty. I had already contacted Simmons. They said, Ashley Furniture was the approving authority and that they could not do anything about Ashley Furnitures assessment. Each pointing a finger at the other. Im pointing my fingers at both of them. I can not recommend Simmons. They fall into the dishonest, deceptive and lacking integrity category. Websters definition of the word Stain: a mark made on a surface, a piece of clothing, etc., that is very hard or impossible to remove. Since the small mark was easily removed under 30 seconds, Ashley Furniture and Simmons do not have a leg to stand on. Buyer beware. The "craftsman or technician" Ashley Furniture sends out is primarily looking for these three disqualifying items regarding mattress/warranty: 1. Have tags been removed 2. Proper set up 3. Stains This Craftsman recommended that I rotate mattress. This comfortpedic has a top and bottom so essentially he was saying, place the defect on the other side. Also he told me to go to the Simmons site to obtain information on "calibration and maintenance" of my mattress. A true "Craftsman" -(thats what Ashley Furniture calls them) should be able to give a one minute class on, "Calibration and Maintenance" of a mattress. Give me a break.

DO

Dominic Kallas

Pros: Furniture looks great, no issues with furniture that was delivered. Delivery employees were nice and professional(they did scuff up the walls a little bit but it was going up stairs, cant really blame them for that). Sales Employees were nice and professional and the building at DeZavala was a great furniture store when walking through. Cons: Disclaimer: If something is missing or is messed up below is what possibly could happen. If everything is delivered correctly and you have no issues on the first delivery than ashleys furniture is great. First let me start with the person who sold the furniture was a sales manager. When I purchased the bedroom furniture the sales manager either did it on purpose(commission) or on accident gave us two bed springs for our king size mattress. This mattress is known as Platinum according to ashleys furniture. The problem with this is that the bed is almost at the same height as the top of the headboard. Myself and my wife had to jump into bed(not joking). Before delivery the confirmation call had asked me are you sure you want the bed springs because your bed may be higher than usual. My question to the nice lady was how high was it. Not much of a difference she replied(recommendation to lady, it is STUPID HIGH). I said okay then you can deliver the way it is suppose to come. Not knowing how absurd the height was i would have said give me bunky boards instead. Well we called customer service the same afternoon. Spoke to a different manager who gave us the same robotic speech you hear from other managers about the misunderstanding. They said they will work on getting this figured out and give us a call back. Next day i called them back not wanting to wait. Spoke to manager again. They next delivery was to swap out the bedsprings for bunky boards next available date was a week later on a day that we are unavailable to get off. This makes it difficult for people who work monday through friday 8-5. I proposed to the manager that I have a truck and i can drop off the bed springs and pick up the bunky boards from their warehouse. They said unfortunately this will not work they wont be available. (currently im at the point of ticked off). So she said she will get with me on figuring this out. Waited another day for manager to call me back. No call back. I called back before they closed and spoke to the sales manager who sold me the furniture. Told him the story and he explained that it must have been an error in the system and he will get them delivered to us on a tuesday which was easier than the wednesday. I confirmed the date and which tuesday and he said no problem. Tuesday comes and no confirmation call for delivery. I call customer service and find out he scheduled it for that Thursday instead. (Now im furious) Thursday comes bedsprings are replaced to bunky boards. I now can get into bed without jumping and I still have to go into the store to get a refund of the bunky board and bedspring difference. This whole thing could have been easier. It led into more issues then it needed to be. Ashleys furniture was a great store. I love the furniture. The experience afterwards has led me to never buy from them again. If you are willing to go thorugh a fiasco like this then I would recommend the store. But if something possibly goes wrong then you will go through some pain.