Ashley Furniture Distribution Center — Attraction in New Braunfels

Extremely Disappointing Experience from Start to Finish

If I could give zero stars, I would. Our experience with Ashley Furniture has been an absolute nightmare, and it’s baffling how a company of this size can operate with such poor communication, lack of accountability, and disorganized systems.

We were originally promised pickup dates between November 27th and December 3rd. It’s now December 29th, and we’ve only received 2 pieces of our order. When we reached out for answers, we were essentially told our items weren’t properly allocated or held for us, and we’d have to come pick them up and hope they’re still there. Meanwhile, the rest of our order isn’t expected to be available until January 13th.

After a long, frustrating text exchange with support (who conveniently couldn’t provide a phone number for direct assistance), we were told we had 24 hours to pick up our items. So, we made the trip to the warehouse only to find the office locked and a sign directing us to a side door with a table, some papers, and a phone number.

We called the number—straight to voicemail. We weren’t alone; there were 9 other frustrated customers, some of whom had been waiting for over 3 hours. We were told multiple employees had called out, but frankly, that’s not the customer’s problem. It’s management’s responsibility to ensure operations run smoothly, regardless of staffing issues.

I wouldn’t blame the employees for being frustrated either—imagine having to deal with the constant backlash from customers experiencing the same failures over and over again.

To make matters worse, this isn’t an isolated incident. My sister had a nearly identical experience over two years ago, and somehow, things have only gotten worse since then. Clearly, no improvements have been made, and customer satisfaction isn’t a priority.

Save yourself the...

The pick up process was a JOKE. I bought ONE, fairly small couch and since my family member has a truck, I agreed to pick it up in order to save money. I followed their "call two hours ahead of your intended pick up" suggestion and yet the process was still a mess. There was an employee that had just picked up food for themselves that I held the door open to the front office for who was rude and didn't even thank me. The two girls at the front desks were obviously bored and not very pro-customer service. It took 20 minutes of waiting in the cold, an additional trip to the front office to ask them to page for assistance, and 3 individuals who walked by (including one who literally said, "Let me find someone because I don't know how to do this") to finally find someone at the pick up door to find my ONE furniture item. Even after all of that, the guy who helped us was unapologetic, couldn't unlock the iPad, made us wait in freezing cold weather, and didn't help load the heavy couch whatsoever. Absolutely pathetic customer service. I'd give this warehouse zero stars if I could. We love our new Ashley couch, but the warehouse process needs some serious re-training and...

I received several texts & emails with instructions on how & where to pickup my furniture. Nowhere on those texts or emails did it state to get in the car line, it just said "we are preparing your order for pickup. Please head directly to the customer pickup area (there are clear signs). You can text me with the word: ARRIVED once you are here and someone will be with you shortly." Next text, after I'd arrived & texted: "Great, someone will be with you shortly - please get ready to say hello :-)"

I waited for over 1/2 an hour on a parking spot. No signs stating anything other than "customer pickup" signs.

I got out to ask & the old man, who finally came out of the warehouse, simply said "ma'am, it's first come first served" and shrugged his shoulders. I pointed out that there were absolutely no instructions on where to wait for our items and that I didn't know where to go to get my items loaded up. He pointed to (now) very long line of cars & told me to go get in line. This process sucks!! No clear instructions, very misleading. What a...