Ashley Store — Attraction in Los Angeles

🚨 Buyer Beware: Ashley Will Test Your Patience and Sanity 🚨 Location: San Fernando, CA | Date of Experience: March 2025

My 2025 experience with Ashley Furniture in San Fernando, California was an absolute disaster from start to finish, and I urgently recommend you stay far away from this company and everything it stands for.

I bought a $1,000 dining table and 4 chairs (SKU: D615-35 & D615-02 x4) in early March. The in-store experience was normal, and delivery seemed fine — until the team unpacked the table in front of me. That’s when the nightmare began. Right on the surface was a dime-sized gouge — not a scuff, not a scratch, but a full-on chunk missing. Worse, someone had clearly tried to cover it up with paint or filler before packaging it up. Yep — Ashley knew it was damaged and sent it anyway.

I asked for a full replacement — not a repair — because this was supposed to be brand new. The delivery guys told me that’s not how Ashley works. I had to accept the delivery as-is, and wait for tech support to call me and set up a fix. Reluctantly, I agreed, trusting their process. That was my mistake.

About 30 minutes later, I got a call — seemingly from a call center in India, based on the unintelligible grammar, heavy accent, and insanely noisy background that sounded like hundreds of other people were packed into the same room. It was nearly impossible to have a clear conversation, but I pressed on. A technician was scheduled for a week out. When the tech arrived and called me from outside, he said he could “100% fix the issue” based on the pictures. I made it clear I didn’t want a patch job — I wanted a new table. He said that if he stepped inside, he was required to perform the repair — no discretion. I refused. Because I “refused service,” support told me I was now ineligible for further help.

Feeling completely boxed in, I drove to the store late that evening — around 7 or 8 PM, near closing time. It was already dusk. Mind you, my parents were visiting from out of town for the first time in about seven years. Instead of spending that rare time with them, I was stuck dealing with this mess. When I arrived, the store was empty. Three associates were behind the counter — all on the phone. I was told the middle guy was the manager. He told me to wait a few minutes, so I did — 20 of them. When I followed up, he said he was in a meeting and couldn’t help me. No apology. Just “What do you want me to do?”

Thankfully, another associate overheard, came over shortly after, listened to my story, apologized, and actually helped. During our conversation, I got a call from the call center saying a full replacement had been approved. I put it on speaker. The in-store associate and I nodded along. Some relief, finally.

But even that small win came with another twist. The business card I received had no name — just a generic "associate" title and two phone numbers, one supposedly a cell. When I got home and tried to follow up, both numbers dumped me into the overseas support line again. No way to contact the actual store.

And let me tell you — that loop is hell. You’re forced through a voice-recognition system that makes you enter a bunch of details (name, item, zip, location), only to maybe reach a human — who then asks for the same info again. It’s pointless, exhausting, and feels intentionally designed to wear you down so you give up.

The entire system seems intentionally broken. Their model seems to be:

Take your money

Deliver damaged goods

Make complaints so miserable you walk away

Profit

For comparison, I had a damaged end table from Bob’s Discount Furniture and they handled it like professionals — no hassle, no back-and-forth. They scheduled the fix and made it happen. That’s how you earn customer trust. Ashley? The complete opposite.

DO. NOT. SHOP. AT. ASHLEY. FURNITURE. Warn your friends. Warn your family. Save your...

Full disclosure: this would be a 3-star review, but thanks to Pablo at Ashley's I am leaving a 5-star review.

Arriving at the showroom you are greeted by a sales rep. Fortunately for my family, Pablo was the rep that assisted us. He was patient, answered all or our questions, and helped us navigate the showroom. While he is a salesman and definitely was trying to make a sale, he was never pushy or aggressive. Bottom line, he wanted to help us find what we wanted. We eventually made our purchase with Pablo and awaited for the delivery.

The delivery will take a while, about 2-3 weeks. They were upfront about that at the store. Things started to go downhill a bit when we got calls saying that a few of our items were going to be delivered later than scheduled. It got worse when the first shipment contained a damaged item that needed to be replaced. To handle damages, you have to deal with Ashley corporate and that was somewhat frustrating - a lot of back and forth and being passed around. Even though the pictures I sent showed that the damages were significant, they wanted to schedule a technician to come out and review the damages before replacing it. That would take another 3 weeks (just to get the damages reviewed) and then who knows how long after that to get the replacements. After speaking with a supervisor, the supervisor reviewed the damage pictures himself and agreed that the replacement could just be sent and that a technician review wasn't needed. My advice to you is to (kindly) ask to speak to a supervisor if your issue is legitimate and you want something done in a timely manner. I should also note that every CS rep I spoke with was friendly and pleasant, they just were not empowered to do anything about my situation.

And finally... the last shipment we received was a rug, and they ended up sending an 8x10 rug instead of a 9x12 rug. To avoid dealing with the hassle of the exchange process, we just kept the smaller rug and requested a refund for the difference in pricing. I am happy to say they accommodated that acct credit without issue.

In conclusion of this awfully long and boring review, I'd like to reiterate that my 3-star review would be for Ashley corporate, but thanks to Pablo's assistance throughout his whole ordeal, I am leaving 5-stars. Not only did Pablo explain to me how the processes would work when shipments were delayed or damages were found, he even gave me his personal phone number and actually answered my texts when I had questions. I can't say enough about how impressed I was with his genuine concern and customer service. Definitely not expected and he would be an asset to any company he worked for, and I hope Ashley's is appreciative to have him on their team.

Thank you Pablo! You turned this somewhat sour experience into a better one, and you are...

My girlfriend and I had an absolutely atrocious experience, purchasing new Ashley bedroom furniture. The salesman (Marshall) followed us around the store the entire time. Finally, we sat with him, and he gave us a price. Apparently, dealing with Ashley is like dealing with a car salesman. He worked out 30% off the first time we saw him. We then came back a couple of days later, sat down with him, and he gave us 15% off. We told him how he had previously given us 30% off. Then we haggled some more, and he gave us a price that would include a warranty. We didn’t want a warranty, and after haggling some more, he said he would give us the same price without the warranty. I thought it was a good deal and headed toward the back to give him my credit card. When he wrote it up on the screen, it looked like it was the same numbers he had given us without the warranty. But then, after he charged my credit card, he added the warranty back in, (about 599.00) quickly before he charged me. I signed it before seeing it but then said to my girlfriend, this isn't right. She said, no I saw it on the screen. And I said no this is not correct. What he did was he added in the warranty right before he charged my credit card. . Apparently some of the salesman may be Con Men. BEWARE.

The manager (Angelis) then worked it out for us that we got the deal we had agreed upon. I believe this only because my girlfriend remembered what he had done on his iPad and she duplicated it for the manager. She saw how he came up with the price and how to delete the warranty. My girlfriend the showed her how he accomplished this on the ipad. She then gave us the deal but she wasn't happy about it since he had apparently made a mistake. I said, well I wasn't happy dealing with a Con Man either! Both my girlfriend and I were flabbergasted since we both understood what he said he would do. There was no mistake. It was all done intentionally.

Later we left, and when the furniture was delivered, a few days later, it was not in boxes, and it was damaged, especially the chest. Three of the doors had been pushed in, and the fronts were broken. The other furniture had defects, dings scratches, and some of the drawers didn't work properly either. Plus it smelled as if it had been painted that day. I still don't think I'm going sleep in the room tonight. I believe they probably knew they were sending the damaged furniture since it wasn't in boxes. I've never had new furniture delivered without it being in boxes. Needless to say, I am extremely disappointed I had no idea Ashley would pull something like this. I am not exaggerating anything here! Again. . . PLEASE....