Ashley Furniture HomeStore

Reviews 3

AL

Al Complaint

NEVER AGAIN! We purchased our furniture as soon as we moved into our new home on 5/10/14. We spent over $9,000 on our main bedroom set and a dining table including chairs (it wasnt cheap!) They were wonderful and excellent at selling their products but everything else they failed to deliver. On 8/16/14 they finally delivered or fixed the last piece. First, our memory foam mattress arrived with a pink stain underneath the wrapping. It was "I" that caught it and inspected it before the delivery crew left. The second mattress delivered on a later date had a big bulge on one end. Delivery crew, which apparently should not have suggested anything, stated that it would go away. It didnt! So now a third mattress had to be delivered on a later date. However, before a replacement is sent, they send a "technician" to inspect the item to determine or deem it replaceable. This means that for the mattress they went 5 times to my home and inconvenience me. Immediately we call the local Phar store and spoke to store manager RUDY. He was very attentive and promised to take care of us and follow up however ended up doing nothing about our concern, ignored our messages and calls. When delivering they dont give you an exact time, instead they tell you from 1p-or 6pm. If you have issues the local store will refer you to the customer service which is in San Antonio or new Branfuls. Being disappointed, we went back to order the dining table( which we had liked) and the rest of our bedroom furniture but this time had sales manager (MARK) help us with the order after convincing us to give ASHLEY FUR another chance. Surprisingly when our dining table arrived, THEY SENT US THE WRONG ONE! are you kidding me? Way to go Mark! The rest of our bedroom furniture arrived and again received a defective media chest. A second media chest was delivered, after the tech deemed it defective, but another defective 1 was delivered. I asked customer service if they inspect the items before shipping and she said yes. HA! Again we had to wait for a technician who decided to order the parts instead. I waited for parts to be delivered to my house and then had to call them so they could schedule a tech another day. .When the teach arrived and worked on the chest, he told me the complete parts HAD NOT BEEN SENT! Upset we called Ashley Fur in Pharr and asked to talk to store manager RUDY. We left tons of massages but h never returned our calls so this time I talked to sales manager CANDY who was rude. She told me that rudy was "still working on it. When I told her I would be writing a bad review, her response was "go ahead." We waited for weeks to get an answer and our furniture fixed. Finally this weekend, a third and final chest arrived. Ill never purchase from them again. WORST PLACE EVER. Three months waiting and frustration and finally we got our furniture. Oh, once they deliver they have you sign their tablet. after signing there is a 3-5 survey questionnaire about their service and experience. I caught every other delivery crew after the first one answering the survey for me. When it was reported to customer service, they were not shocked nor acted like the cared. I decided not to shop for my living room set after this horrible experience. Ill be shopping at LACKS where im told they have the furniture here locally and dont have to wait MONTHS for items to be delivered. All of this could have been avoided had they inspected the items before BEING SHIPPED TO MY HOUSE!!!!!! ASHLEY PERSONEL (INCLUDING CANDY, MARK AND RUDY) ARE SO DISORGANIZED, RUDE AND INEPT.

CO

Corinne Reed

I spent a whole winter looking for just the sofa I wanted, at a price I could live with. When I went in to the store I thought I had hit the jackpot. Sofa was exactly what I was looking for at a price better then I ever imagined. Thats were this terrible experience started. I purchased the sofa, and was told 2 weeks to deliver plus an $80 charge (really) but it was what I wanted and it had already been 6 months since I didnt have a sofa What was 2 more weeks. The delivery guys did show up when they said they would (only thing that was right). They set the sofa in the living room (after e took out doors and deck apart) and when I said for them to plug it in they said "you didnt purchase a power sofa. After much discussion, and 2 phone calls, I told them put it back on the truck" I went back to the store (15 mile drive 1 way) and talked to the salesman and manager. After several excuses about them selling me the wrong sofa and in good faith they would sell me the power sofa for same price because of the mix up. SO I told them because they did that I would purchase the matching recliner if I didnt have to pay separate delivery charge. We agreed on this. When I got home my husband asked me why I didnt by 2 recliners, (we have been married for 28 years and never had matching furniture). SO I phoned the store and asked them if I could purchase the second recliner for the same deal. They said yes. Well after I got off the phone I was reading the paper. In there weekly flyer they had the sofa that I just purchased (that they gave me such a good deal on in good faith) for the same price I paid for the one I bought 2 weeks ago. Then they called back and said they would have to charge an additional $60 for the delivery of the 2nd chair, (really your coming anyway) Well now that I had my first ever matching living room I didnt want to cancel ( the thought crossed my mind) So 10 days later (the earliest they could deliver) the truck shows up right on time. Open the truck 2 recliners NO SOFA. Come on people that as what I needed in the first place. Deliver the chairs (take door and deck apart again). 2 phone calls, sofa wont come for 10 more days. I told then if they cant get that sofa here any faster. to cancel it. More phone calls, sofa can come next Saturday (5days later). In the mean time, Im enjoying my new recliner. My husband sat in my chair next morning and says "wow your chair sits way better than mine" (Really there the same chair) Well we switched chairs and he was right his sat weird, like it was leaning to far forward. More phone calls to company. They send out a teck (two weeks later) I argued cant we just exchange the chair it is new. (No cant do that they said) Teck comes says yup something wrong with chair. I said I want new one. He says company probably wont do that. They will be in touch, could take a month for repairs. More phone calls to company. FINALLY 2 months after I purchased a sofa they finally resolved everything and e did get new chair. (Only thing they did right) I think charging me the extra $60 and then all the problems after was wrong. I WOULD NOT RECOMEND BUYING FROM THEM UNLESS YOU HAVE LOTS OF TIME AND STAMINA TO FIGHT FOR WHATS RIGHT. (If you love a challenge go for it, the furniture seems decent for the price. Time will tell)

LU

Luis Lopez

We recently purchased a bedroom, living room and dining set from Ashley Furniture store in Pharr. The in store shopping experience was good as we had a helpful salesperson. Dont expect the store standards to remain at a high level after you pay. Our furniture was delivered, however, nothing was complete. The bedroom set was missing the the bed rails and chest. The living room set was missing the throw pillows and the dining room set didnt arrive at all. We called customer service and they said they called me to tell my my order would not be complete - I never got a call from them. The missing items were delivered the following week. I had made arrangements to be at the delivery location at the time originally scheduled. The time window was changed on the spot and I had to leave work early to be there. We found the furniture was on sale at a lower price and went back to the store to claim the stores match. The match was processed and we were happy to save over $300. A week later I noticed my account had not been credited and stopped by the store to speak to the manager. I was told the refund was on the system but was not set up properly for corporate to process the refund. I was told I would receive the credit to my account in 7 days. A week later, still no refund. I called this time and was told that they needed my credit card information to process the refund. They did not ask for it the information when they originally processed the refund and didnt ask for it the second time when I went to follow up. It would have been nice to have gotten a call letting me know they needed this to complete my refund. I dont know why they wouldnt have this information on file since it was the same card I used to make the purchase. They didnt take this long to charge my account. Overall, were happy with the furniture we purchased. However, the service was terrible. The communication with the customer is terrible on letting us know the furniture was late, on a heads up on change delivery window and on the additional info they needed to process my refund.