Ashley Store — Attraction in Pasadena

The experience recently provided by Ashley Home store was beyond disappointing. Especially after having a great experience when I purchased. I purchased a couch at the end of July, and understanding to the pandemic I knew that delivery would be delayed. No issue. The problem with my order was that after a month delay, I was notified that it would be a two month delay. Although frustrated, I realized that the change would not be to much of an issue. There was issues with lack of answering calls and run around and both the call center and the physical store when wanting to know about my order. However, the issue resulted after I decided to do a follow up on my order, which should have been delivered September 23. I chose to check on the order and hopefully have luck of an earlier delivery. The customer service was not responsive at all through the call center. After multiple attempts, pending answer for 10-20 minutes. The second issue was attempting online, where I have had to previously go because neither other options would answer. After lack of assistance online, I was just told to call the store. I was able to speak to JR, who I apologize to for receiving my frustration. But he provided me with detail that my order was canceled, two weeks prior, with no authorization of mine and that I had a credit at the store. A credit that I would not know of because no one called me, notified, send me smoke signals. I recently moved into a new home and pending a couch since July and then told it was canceled with no notification. You can tell I was not only frustrated but felt as I was mislead and a form of fraud was occurring. Both sales associates JR and Mimi who assisted me at the store were compassionate to my frustration. However, when speaking to the sales manager on duty and explaining all issues that occurred. The only option he told me was to reorder and basically deal with it. I attempted to request the item off the floor, however, since it is not a discontinued item, it was unavailable, which is understandable. Except, the sales manager in basic terms didn't care as if it was not his problem. It was the failure of Ashley's call center who created errors after this incident occurred which was with no fault of the customer and the only option I receive is re-order it. Not even a flag system of some sort to move me back into the top of the waiting list. The sales manager attempted to blame the pandemic for the errors and lack of customer service. If the call center would have provided me with an additional push back date instead of the news the sales associate gave me, I honestly would have been frustrated. But it would have been dealt with. However, this issue of low standard customer service is not pandemic at fault. This is lack of Ashley furniture not taking responsibility for their errors and failing customers and not being able to provide any other option to a customer but "reorder" and see what happens. When the error was under company's jurisdiction, not customers. I unfortunate did reorder, because at this time, I don't have the budget, time to spare and or options to go couch hunting. It was disappointing that there is no additional service, assistance or something that could have been done to provide adequate customer service after such a large failure by...

WARNING!!!! DO NOT BUY ANYTHING FROM THIS STORE!!!! I have received nothing but poor customer service and lies! Went to the store in May Michelle helped us out stated she can give us free delivery. Upon paying and checking out the lady stated that we were going to pick up the furniture and I immediately told her no we are supposed to get it delivered. She then called Michelle over to let her know that she has it on the order as customer pick up when it should state delivery. Michelle went on to say she would fix it right away and would call me within the next hour with a delivery day. 3 hours later I called the store because I had yet to receive a call back from Michelle regarding delivery day. Spoke with Michelle and was told she had yet to change it and check for delivery day and would call back. She called back 30 mins later and said delivery was set for 6/9. They day before 6/9 I called the store regarding delivery since I had not receive a call about delivery time. spoke with manager Fabian who then stated the order was set for customer pick up and not for delivery. And was not sure why Michelle never fixed it and stated to me it was going to be delivered on 6/9 but would talk with her about it. He then proceeded to tel me that he was able to get the delivery for 8 days later and would Send me a receipt via email. The next day upon reading the email and looking over the receipt I noticed it stated the delivery date for a month later than what I was told over the phone. Called the store....again and spoke with the same manager Fabian which proceeded to tell me he doesn’t remember talking with me and did not know who I was. Once I have him the order number and he started to look at “his” notes he remembered and stated in a sarcastic tone”oh I apologize ma’am I see In my notes for delivery In 8 days but my eyes must going out on me for old age because I see here that it is for next month. He then started to tell me excuses after excuses to which I finally told him I want to cancel my order and get my money back. I was then told it would take up to 21 days for a refund of cash, yes I paid in cash. Which that makes no sense, but again was given excuses as to why it would take so long and was given headquarters number to call. I immediately called headquarters and complained. Was told by the Rep. that they saw in their system the order was cancelled but the manager did not issue a refund ticket and Blount no notes as to why. Rep. Was then able to get her manager involved and I was told it was processed and approved and I would get the refund check in the mail within 7-14 days. Here we are. Going on 3 weeks and still no refund check in the mail and when I call the store I get nothing but lies and brushed off with excuses and excuses. No being told that a different manager canceled the refund and it was going be reprocessed and expedited. I am ready to call the BBB and local news station regarding this BS nonsense that could easily been avoided. There is no reason for a cash refund check to take so long. I have been telling friends and family to never shop at...

Worst experience with a business I have ever had in my life. My wife and I purchased furniture from Ashley furniture store in Pasadena, Texas on fairmont parkway. When they delivered it which took over a month from when we purchased it, they showed up with half the furniture we purchased. We had them take one of the recliners back because it was damaged. Took another two weeks for them to deliver the rest of the furniture including the recliner to replace the one damaged. In the process of delivering the furniture the men bringing it into the house hit or front door hard with the metal bar on the bottom of the couch. A large chunk of the door was broken out and a couple of small spots also chipped out. The delivery guy immediately tried to cover up the damage with some red scratch putty. The door is brown so that didn’t look real well. Contacted Ashley furniture about the damage and they said they would submit a claim and someone would contact us in a couple of days. It took almost a month for someone to contact us about the damage. Alba was who contacted me and basically said they would patch the door and spot stain it. I told her that that was unacceptable and would not have them repair the door in that manner. If they were going to patch the door I told them that they would have to re-stain and varnish the entire door so that it would match. They said that they would not do that that it would only be patched and that if we did not let them do it their way then we were basically out of luck. Talked to a supervisor and they ended up sending back to Alba who told me the same thing as before. Our front door was a nice well kept door and because of Ashley furnitures ineptitude we we will have to have it repaired or possibly replaced to get it back to it’s previous look. Apparently Ashley Furniture does not need more customers. After posting my review they contacted me and verified they will not repair my door properly. You definitely will not have any of my business in the future. I also own a business and will pass it on to anyone I know not to do business with...