Ashley Store — Attraction in Burbank

UPDATE #4: Customer support responded to my review 4 years later. Just an FYI to anyone looking to buy here; don’t buy here. It only took 4 years to get a follow up…

UPDATE #3: This review is 4 years old now, but I still warned my parents about Ashley's Furniture, their delivery tactics, and if anything is missing from the furniture set, TO SEND THE FURNITURE BACK. DO NOT SIGN. They purchased a set anyway. Guess what? Furniture showed up with missing parts, delivery driver again insisted that the parts were on their way, and my parents refused the furniture, didn't sign, and made them take it back until the delivery was correct. Moral of the story, #1 don't shop here. #2 If you're going to buy furniture here, make sure you check every nook and cranny of your new furniture to make sure everything is there and undamaged. If something is off, REFUSE THE FURNITURE, DO NOT SIGN ANYTHING, AND SEND IT BACK. THEY STRAIGHT UP LIE TO THEIR RECIPIENTS. If you sign, and find something wrong later, Ashley's makes it very difficult to fix this. There's a Bob's Furniture on the same lot, go check them out instead. I would absolutely give this a lower review if it was possible. 4 years have gone by and nothing has changed.

UPDATE #2: Finally received the last two sofa legs 3/21/2021. But missing screws still. I give up, buying the screws myself and assembling myself even though I paid for each of those services.

UPDATE#1: received the missing sofa legs today 3/9/2021. Only two of the legs came, not four, and all are missing screws. Thanks again Ashley’s for the amazing experience.

Worst customer service experience of my life. I cannot remember a single time where service was this bad. I purchased a living room set ($2000.00). Set was delivered, unpackaged, and assembled by the delivery drivers. During the unpacking of the delivery, the drivers noticed that one section of our sofa was missing its legs. The driver told us that he did us the favor of calling customer support himself, and they told him 2 days to have the missing legs mailed and delivered to us. So, we figured why would we have them take back the entire set of furniture, if we only have to wait two more days to have the legs delivered? So, we signed and kept the furniture.

I call customer support myself to confirm the shipping of the sofa legs. The representative said she didn't know what I was talking about, and that the legs would take at least 2 weeks to be shipped. On top of that, she was insanely rude, and condescending. She told me that I had to contact the store directly to fix this. So I call the store where I made the purchase. This must be a family owned business because the customer service rep who answered the store's phone was off the bat rude and completely unhelpful. I told her I would be heading to the store to figure this out. I get to the store, and speak to the sales manager. The sales manager tells me she's sorry but there is nothing they can do to speed up the process of getting the legs delivered. She's offering me store credit to put towards a future purchase (yeah right, like I'm going to spend more money there). The sales manager offers me $100.00 store credit, what the hell can you buy at Ashley's Furniture for $100.00? Nothing. The sales manager even suggested I buy a fake plant ($70.00) and even had the nerve to laugh as she suggested it. She then tells me it's going to be 3 weeks to get the legs delivered. At this point, I've heard 2 days, 10 days, 14 days, and finally 21 days to have legs delivered when it took less than a week to get the sofas. I asked to see the stores return policy...so get this...THEY. DON'T. HAVE. ONE. She tells me that once you sign and acknowledge that you have had the furniture delivered, it's completely out of their hands and there's nothing more they can do. Now, I have a $2,000.00 piece of furniture sitting on the floor that cannot be used. I'd give this a lower score if it was possible. Rep stated that they do not read reviews. Garbage service. Lousy selling tactics. Don't buy their furniture...

Christine was sales associate that sold us a display furniture to be exact it was a couch. She told us since it’s display we have to pick it up in back of the warehouse within 48 hrs. She said it was going to be ready for the next day and if we needed help to loaded it to the U-Haul we have to go between open til 3. We got there at 5:30 the couch was still in the front of the store with a tag “ this has a new home “ we knew there wasn’t going to be any help loading it from the warehouse, but we took my 2 brothers that were going to help us. As soon as we got there Christine was nervous she didn’t even approach us, when the day before she said I’ll be there at 1pm if you need any help to please let me know. So we went to customer service to sign some papers. We were approached by the store manager and she said that the couch was still in the front store and we weren’t able to pick it up til tomorrow. And then I told her well we have a problem because I was told it was going to be ready for us in the warehouse and I already rented a U-Haul. She could have just said I’m so sorry let me see if I can get it delivered to you tomorrow for OUR MISTAKE. Or could of said “ let us pay for the cost of the U-Haul for tomorrow “ But this store manager IS A JOKE she started to yell at us and looking for excuses that obviously were not making sense. Also the male associate with a pony tell told my brother “ why didn’t we by a new one and it would have been delivered” ? And were were shocked because then I ask myself why would you offer to sale a display and not have it ready? He then was taunting my brother for him to do or say something to him. But he ignored him. then the Store manager came to us and told us if we wanted the couch we can take it out through the front door. She said “im not supposed to let you guys do that but it’s my store and I’ll let you guys walk out of my store through the front. My husband then said if I pick up the couch and dissemble it and get hurt you do know I can sue the company. The store manager and male with pony tail said we don't care about that. So take your couch. My husband refused right after she said so she canceled the order. This is not how a store manager should Act what an example she is giving to her workers? That is ok to talk to their customers like that? This store manager is so pathetic. There’s so many nice furniture we looking to purchase in the future. We were thinking of buying the bed frame also but after this situation I won’t be going back to this store. WE FELT DISCRIMINATED BECAUSE WE ARE HISPANIC THEY THOUGHT WE CAN PICK UP THE FURNITURE FROM THE FROM DISSEMBLE IT AND CARRY IT OUT. If it would have been another race I know for a fact they would have never told them that. My kids had to witness this and it saddens me that my 4 year old saw this and said that the lady was not a good person and shouldn’t be yelling. Which could have been an easy solution. This lady made it into a huge problem.

If the store manager Saba messaging back??? And wants to resolve the problem??? I mean you were the one that created the problem??? You’re trying to sound nice and all and should have been fired a long time ago. I bet you are telling all the customers to write a great review on you when you’re clearly the rudest manger I’ve ever...

Deceptive Advertising, and Illegal Bait & Switch *

My husband and I recently visited this store a few times during their Year End/Winter Sales event. We were very excited to buy a new sofa/chaise and ottoman since we had moved into our new home a few weeks ago after fleeing an unsafe and toxic environment that had been sucking the life from us for several months. Shopping for new living room furniture for our newly found safe space felt like a joyous occasion; as we tried out couches, we pictured our future, filled with much-needed peace and happiness after the horrible situation we had just survived. After being beaten down by months of abuse, we started to hope again.

We like to research major purchases, so we visited a few local furniture retailers and websites and eventually decided to buy a sofa/chaise and ottoman from Ashley which were advertised at sale prices both online and in-store. When we visited the store, we worked with Vahan who referred us to the website for a larger selection than what was available in the showroom. We placed our order online while both items were on sale, and my credit card was charged for the purchase. Our delivery was scheduled around my birthday, so I continued building our fantasy peaceful sanctuary by browsing for the perfect snuggly blanket for quiet reading and movie nights on our new comfy couch.

Twelve hours after we placed our order, we received an email from Ashley saying our order was declined… and they haven’t even fully refunded the purchase!! By the time they cancelled our order, one of the items we purchased was no longer on sale; but it is still available for purchase on their website at a higher price with the same delivery availability (3-4 weeks, it’s not shown as backorder or as out of stock). It appears to us that Ashley Furniture engaged in deceptive advertising and illegal “bait and switch,” in violation of The California Consumers Legal Remedies Act (CLRA), (Cal. Civil Code § 1750), and California Unfair Competition Law (Bus. & Prof. Code § 17200).

We want our order re-instated at the price we agreed to as required under California law. Since the cancellation email and Ashley website do not provide contact info for written communication, we went to Google (Thanks Google!). We’ll be happy to update our review if this situation is resolved lawfully in a reasonable amount of time. Otherwise, we will not hesitate to inform the appropriate government authorities and pursue legal action.

Update 1/14/2025 We emailed as advised, and spoke with “GS” (Glory Segocio) and her supervisor, Tyronne Diputado Jr., who have only wasted our time and energy and repeatedly refused to follow California law. So far, based on a week of e-mails, it appears that as a matter of standard business practice, Ashley Furniture willfully and intentionally engages in “deceptive practices” that are specifically prohibited by the CLRA, including Cal. Civil Code §1770 (a) (9), (10), (13), (14), (17) and (18).

In other words, this company...