Ashley Store — Attraction in San Antonio

I went to buy my daughter a twin sized bed. Jesse Salazar was my salesperson. He walked me to the kids area and said look around and he sat down at a table and was messing with his phone. There was never a conversation about price range or what I was really looking for. My daughter chose a bed and I decided to go up one size to a full size bed, Mr. Salazar should me 3 mattresses total and never gave me a price. The first mattress was horrible and you could feel every spring poking through, the second was better, but the third was fantastic. I also added a dresser and mirror. Financing was done and he asked if I wanted to put money down or not, he said it would make my monthly payment cheaper that was all, I opted not to since my monthly payment was already low. He never described all the different options I had towards financing he just assumed I would prefer 60 months no interest. My husband was unable to go with me but after telling him what I bought he was very upset I spent so much on a mattress for a 9 year old, first thing Monday I called to cancel the mattress. Supposedly it was canceled but I never received an updated invoice. I was browsing online trying to find a dining room table I liked and ended up finding out that the prices online were completely different then in the store and there was a $560 difference in what I was charged versus what was online. I reached out to Jesse who stated that was a different offer with only 6 months no interest and I would have had to put money down. I explained that he never made that offer and I would much rather of gone that route. He said I would have to go back in person to resign paperwork if we changed it but he would keep the 60 month no interest and give me a discount on some of the pieces. Satisfied with that we hung up. Again I never received an updated invoice, so I sent him a message and asked him to please send it this was the next say. Mind you delivery was already scheduled and confirmed. Also I assumed he knew I cancelled the mattress once he got into the system to give me a discount so I never mentioned it. The next day when he sent the invoice I noted that the mattress was still showing up, I asked him why via text, he immediately sent a message that sounded rude and angry which I assumed due to poor punctuation and missing words. He said all the deals he made with me were based off the sale of the mattress, and he would be canceling my entire order. I asked him if he had cancelled it and he never responded. I never received an email, text, or call confirming the order had been cancelled. On the day the furniture had been set up for delivery I received messages that the driver was headed my way, I had to ask my neighbor to inform them the order was cancelled and to not accept any merchandise. I called Ashley’s again and spoke to Karla who stated yes my order was cancelled by Jesse but it hadn’t been processed yet and she would message the drivers to cancel it but they still showed up. She then stated I had to wait 48 hours and call back to ensure it has been cancelled. This was a huge mess and very frustrating. I have been a loyal customer of Ashley’s and have bought many pieces of furniture over the years and always paid it off and before my time never missing a payment. I will no longer support Ashley’s after...

I was so excited to be able to finally get a king size bed. I went to Ashley Furniture because well it's Ashley, the sales representative Miami and & Jose attended to us and we ordered the frame and matress...so we thought. We made an appointment to go in and sign the paperwork & I paid the balance for the matress, that i was told was not covered by financing, almost 900 dollars. We were ok with that because we wanted the bed and understood the rest would be financed. Come to find out the matress was never ordered and I only had a delivery for the base. I brought this issue up to the sales rep. he said that he was going to fix it but come Monday I called again and found that the matress was still not ordered. When I told the rep. that I was going to cancel the order because what am I going to do with a king size base and without a matress his response was "it didn't matter because the matress was never ordered and technically i didnt have to cancel it" he said he did what he was supposed to and blamed the corporate office for the matress not being ordered!! Then proceeded to say that I needed to sign papers to order the matress. I was completely baffled because I paid almost 900 dollars for what I thought was the matress. I was so upset how was I charged this money but the item was never ordered. I went into tbe store and spoke to the rep again about these issues. Regrettably there was no accountability, instead I was told that it was my fault the sale was bad because I didn't give him enough time. I asked for my money back and he said that i would get it back in 2-3 weeks. I asked for the number to corporate so I can follow up on the reimbursement but was told that even if I called them I would get the run around from them and would not be able to speak to anyone there either and would get the run around from them as well. As for my almost $900 reimbursement, they charged me $350 for a matress protector that is not reimbursabale and it is going to take awhile to get the rest back. I was NEVER told I was paying for the matress protector!!! was just given the protector and told to keep the matress protector on the bed for the warranty, not that I was paying for it!!!! I was lied to, taken advantage of and they basically stole from me.....I do not recommend this Ashley location to anyone. They only cared about the sale, not the customer or making sure the items were ordered and delivered. WORST EXPERIENCE WITH ASHLEY FURNITURE. I AM REALLY SAD ABOUT HOW THIS SALE WENT. I DO NOT RECOMMEND. FYI THEIR RESPONSE BELOW IS AN AUTOMATED RESPONSE TO SAVE FACE....THEY DO NOT...

We purchased a bed + mattress in cash back in November of last year. Miami was our sales guy and he was great…until he wasn’t anymore. He spent couple hours with us the day we made the purchase and sold us with the Black Friday sales they had at that time which included waiving the delivery fee of $300+ if we spent a certain amount of money, which we did.

From here, everything went south and sorely tainted the whole experience with Ashley. Til this day, they have not held up their end of the full deal.

Miami promised us that 1) our mattress would be delivered on a certain date. It definitely was not so we reached out to him the following day and he said he would get his manager to look into it and that someone might have messed up our order. We never heard back from Miami after this.

The rest of our furniture was expected to arrive the following week. Due to the mixup and someone on their team dropping the ball with the mattress delivery, everything got rescheduled further out so they can deliver altogether. By that point the store manager, John reached out to us to help coordinate. He was helpful. He apologized to us for the poor experience and said he would issues us a full refund of the delivery fee $300+ AND an additional $200 for the inconveniences. At that point we realized Miami messed up and charged us that delivery fee when he wasn’t supposed to. We eventually got the refund of the delivery fee after John had issued it as a credit instead.

However, til this day we have NOT received the remaining $200 that was promised. Additionally, when the furniture finally came, they were missing a leg for the dresser (which took another week+ to get re-delivered) and the bedframe had a defect.

We informed John immediately of the updates and he said he would get on it. It took us following up with him days later for an update for us to hear back on anything. He blamed the third-party delivery service for the delays.

Finally he put me in touch with the delivery company and they reached out to coordinate a delivery of the updated bed frame btw Christmas and nye. The day came and went. No one showed up. I have followed up twice since then via email with NO response.

Since then I have reached out to the store manager requesting the $200 refund as promised and no response.

This experience with Ashley has been a disaster. Highly don’t recommend due to the lack of communication and...