Ashley Store — Attraction in Santa Ana

Ordering 1-5 (3):

Purchased a sectional set at Ashleys Furniture in Main place mall on 9/7/2020. Throughout the ordering process, my salesperson was overly zealous and attentive. I get it, they work on commission no big deal.

We noticed that the marked down prices were still higher than the prices on their website. When asked why no response was given. My guess is that it allows them to discount products further in hope of providing an illusion of a good deal. After a bit of negotiating, we found common ground on the price for the set we liked.

Prior to finalizing the purchase, we were told that a few items will be back-ordered till approx. Oct/18. We understood that as covid has made it harder for manufacturers to build inventory.

Delivery 1-5 (2):

After calling Customer Service multiple times, we found out the first 2 pieces are set to be delivered sometime in mid-October. We are going to receive a text to confirm the delivery date and time.

There was no scheduling or notification prior to delivery. We legitimately got a call the same day stating that they will be delivered in 15 minutes and if you are not there they will have to reschedule. While at a family function, we had to rush home to ensure we receive the delivery.

The delivery guys were professionals and did a good job delivering 2 parts of the 4-piece set.

Quality 1-5 (2):

A week into having the chair, the right side of the right chair broke. There is a sharp metal piece protruding from the chaise side when reclined. This piece has already injured several kids and adults

Repair 1-5 (0) (Technician Martin):

The technician was scheduled to come Monday but never disclosed the time. Was supposed to receive a text message or call to confirm a time never got that either.

When he did arrive without notice, We explained to him the multiple issues regarding the chairs as stated above.

Regarding the sharp metal protruding out, his response is that "it's built that way and don't have your kids touch it." To clarify, what he is saying is that it's built so that when you recline the chaise a sharp metal object protrudes and potentially injuries users. I explained to him that the logic makes no sense and I have tested it at stores and there are no metal objects protruding. He comes back with the notion that his 20 years of work experience justifies that it was created that way. The interaction is simply the worst experience I have ever had with any technician or customer service.

Regarding the broken wood, he acknowledged the issue and repaired it.

Before leaving he says "keep your kids away from the chair when it is reclined." I was honestly his parting knowledge he provided. Anyone should be able to sit in a reclined chair without having a metal object drawing blood. With that, I asked him to leave.

Last 2-piece Delivery 1-5 (0):

Called Ashley customer service to see the status of the last 2 pieces of the set. Was informed that it was pushed back to 1/2021. Once again, no notification by email, phone, or Ashley account of it being pushed back. Asked the rep what caused it to be pushed back, She stated that it was rescheduled for delivery and there is no other information regarding why.

Overall Experience 1-5 (1):

As a first-time homeowner purchasing furniture is supposed to be one of the most exciting aspects. Working with Ashley Furniture has been a nightmare experience. The lack of Customer Service, etiquette, and communication are the things that will drive customers away myself included. My interaction with their employees shows that they have no passion for their craft. When you have people who don't care, they won't care about their customers either.

There are definitely things that are completely understandable in these unique times. Production delays, delivery delays, and high prices are some. But, what is not excusable is the experience you provide to your customers and this experience was simply horrendous. At this point, I am not sure if I will even get the last 2 pieces...

My husband and I went shopping here for a new bed, as well as to research a rocking chair for our nursery, and had one of the worst shopping experiences I have ever had. We were helped by Mr. Noel Wu, who was a very nice person but struggled to complete the transaction because he was very forgetful. Throughout our time shopping, we mentioned several times that we had an existing Ashley credit line through Synchrony that we wanted to use. Mr. Wu looked up my husband's information multiple times, which we understood also included the credit line. After deciding on moving forward with a bed, Mr. Wu collected my husband's information and ran his credit without us knowing, which resulted in a hard credit pull and a new credit line with Concora that we did not want or authorize. Both the manager and Mr. Wu insisted that it was only a soft credit pull, which was a lie as confirmed by the hard pull on my credit report the following day. When we asked why this happened, Mr. Wu stated that the "system" choses the creditor for the account. How does the "system" make a choice that overrides the customer's?The floor manager even pretended we had never said anything about our existing account, which was also a lie. We were assured several times that the account would be reversed and closed, but that was not only never done, but my husband was told the next day "what is done is done" when he followed up as to why he was getting more emails from Concora about this new account. Furthermore, the process of making the purchase was excruciating. We were in the store for hours as they tried to process the transactions and correct the constant mistakes that were being made. They tried to give us a lesser promotion (12 months no interest instead of 60 months) which we only caught because we asked due to the credit account issue that had already occurred. Then they had to split the order into two parts to correct this. They then put an address on the order that we had 4 years ago (not even in the same county as we are in now) without confirming with us or asking first, which created a further ordeal trying to get the address corrected. My husband had to speak to his credit card company several times because the transactions they kept running looked suspicious. Since the account and order was under my husband's name only, I finally left the store to shop elsewhere in the mall because it was getting too frustrating for me. In total it took us around 4 hours from the time we walked in to the time we left, which is ridiculous. In addition, my husband had to return the following day on his lunch break to sign paperwork for one of the order portions because they "forgot" to have him sign it. I can be very forgiving about many things, (like the high pressure upselling, which I hate and usually leave due to, and also happened from the floor manager) but the combination of fraud and lying around the unauthorized credit application really put this one over the top for me. At first we thought this was just incompetence, but the fact that they are still refusing to make it right by working with Concora to close the unauthorized account and reverse the impact on my husband's credit report speaks to intentional deception, which may be due to the likely staff and manger incentives for opening new credit accounts.

Given our experience with this location, I would stay far away from it! I wish we had left without buying anything and just made the purchases online after we got home. It would have saved us literal hours dealing with incompetent and deceptive representatives and avoided a fraudulently opened...

DO NOT SHOP HERE!! GO somewhere else and save yourself.

Ok so where do I start? My experience at the store was fantastic. Found exactly what I needed (couch with corner chaise, end tables, coffee table). I purchased the protection plan and scheduled my delivery. Unfortunately my items weren't available right away but I understood that. We scheduled my delivery date for almost two months out. Perfect. I called Ashelys three or four times leading up to my scheduled delivery to check on the status. Everything was assured to me that it'll be on time and NO DELAYS WERE SEEN. The sales rep assured me that he'll be in contact with me throughout to ensure everything went well.

The last call I had with Ashley's assured me that the items were scheduled for delivery and everything looked good. What did I do? I took their word for it and donated my couch and coffee table.

Guess what happened today the day my items are scheduled to be delivered. I get a call telling me that only HALF of the couch is going to be delivered today and the other half in 2-3 more weeks. Are you kidding?

But wait there's more. The rep also at the end of the call mentioned oh by the way the coffee table set with end tables has been discontinued and that won't be delivered. She said I can pick out new items or ask for a refund. The refund would come from their billing department who would call me in 3-4 days to schedule my refund for another 3-5 days from then.

Are you kidding? No one I've talked to from day of purchase and through MULTIPLE calls confirming my order cared to mention this?? Now I'm sitting (standing) in an empty living room all because they decided that 3 hours before my delivery they'll share this news with me. And on top of that I have to wait another 2 weeks to get my money back to buy a new table. Because they just assume that during these tough times people have extra money just lying around to go buy furniture. I saved for a while to replace my living room. This is ridiculous. I asked who can I talk to that can fix this faster and I got nothing.

So take this review with a grain of salt because as I hope this doesn't happen to everyone, I can tell you that it's happening to me and it's not a situation I wish anyone else to be in.

UPDATE: 10/19/2020

Finally received the second half of the couch a month after the first half was delivered and over 3 months since purchase.

However here’s some more fun. To this day I haven’t received a refund for the coffee table set that was discontinued AFTER I purchased it. I try to call the store DURING OPEN HOURS but the customer service option says the store is closed. When I call the SALES option go figure call goes through.

This company wants your money and could care less about you as a customer.

DO NOT SHOP HERE!!! I have shared my experience with everyone I know. Everyone that comes over. I’ve never felt this abused by a company in my life....