Ashley Store — Attraction in Temple

One of the worst customer relations experiences I have ever dealt with. I would give zero stars if possible. We spent over $3000 on a new mattress, bedding, and pillows in Temple, Texas. We paid for delivery originally, and one of two of our pillows was not delivered with the mattress originally. Over the course of 1.5 weeks, I received or made a phone call practically every day because of the severe degree of miscommunication on their part. Originally, they confirmed that they would deliver the pillow to my house on a Friday. They called a couple days before to confirm the delivery for Saturday. I told them this was incorrect and that we would be out of town all day Saturday, so that would not work. They then changed the delivery date to the following Thursday to our home. On Saturday, while we were out of town, I received multiple calls stating that the delivery person was at our house with the pillow waiting for us to open the door- unbelievable. I called the following Monday to figure out what happened. They confirmed that the delivery was still scheduled for Thursday to our house even though someone had already attempted to deliver it the previous Saturday. I received a phone call later that day (Monday) from someone else stating that the pillow would be delivered to the store for pickup, as “they don’t deliver accessory items to homes without a larger item (aka mattress) in the delivery.” Well that’s funny because a delivery truck was just at our house on Saturday with the pillow and someone else confirmed the home delivery earlier today?? After the lady went back and actually read the entire list of notes associated with this whole thing, she apologized and confirmed (once again) that the pillow would be delivered to our house on Thursday. I asked how these phone calls were going to be avoided for the remainder of the week because I was really tired of having the same conversation every single day with a different person. She stated that she was going to put a note in a different place so there would be no more confusion. Perfect. I kid you not, I received another phone call on Tuesday morning from a different person stating that the pillow would be delivered to the store, as “they don’t make home deliveries for accessories.” I explained the ENTIRE thing again, and asked to speak to a manager. I was told the manager was on a different phone call and was never put through prior to the end of the phone call. I finally gave up and said I would just pick up the pillow at the store. Side note-I was originally told that the local store was not accepting factory deliveries this whole week, which was why I didn’t want to do store pickup, because it was going to be an extra week before we got the pillow. The last person I spoke with confirmed the local store WAS accepting deliveries this week- so where did the first person get that wrong info from?

Needless to say, we will NEVER do business with this company again. It has been nothing but a headache, and the customer service is clearly terrible. The fact that I have had to tell these people what is going on on their end every day for the past week is absolutely ridiculous, and pretty embarrassing on their part, in my opinion. And the fact that I spent thousands of dollars with them and paid for delivery, and they can’t even send me the pillow originally in my order shows they obviously don’t care about customers at all. My advice would be to take your business elsewhere to someone who actually cares about people and gaining...

The only reason I’m giving one star is because the store manage, Justin was very professional and apologetic. The District Manager, Dustin Stills was extremely unprofessional and unwilling to help solve the issue we had. We ordered a desk and printer table on a Tuesday, paid the full amount (over $700), and set up the delivery for Friday. We were supposed to get a phone call the next day to get a delivery time window, but never received a call. I called the customer service number on Thursday at noon and was told that the item was listed as on Layaway because the salesman did not upload all of the paperwork that we filled out and that there was nothing they could do to change that even though we paid the entire amount of the item. I asked to talk to someone at the store, but was told they could not transfer me to the store and that they would put a request in for someone from that location to call me back in a few hours. At 4pm I still had not received a call from the store so I called the customer service number again. This time they told me that the order had been cancelled and that it would take 24-48 hours for someone to call me back from the store. At this point they already charged me for the item, and couldn’t give me a refund over the phone, I would have to go directly to the store to solve the issue. I go to the store that same evening (Thursday) to figure out what the heck is going on. The manager, Justin, was very apologetic and explained that the salesman was at fault for not uploading the proper paperwork and that their system automatically changes the transaction to a layaway item until the paperwork is filed. I explained that due to my schedule, Friday was the only day I could receive the item I purchased. That’s when Dustin, the District Manager who never identified who he was, walked up, grabbed the paperwork and said “this transaction isn’t going to work out, it’s impossible to get next day delivery, you need to go somewhere else”. Then walks away. No apology that their salesman is the one who caused me to have to drive back to the store to figure out the issue, no understanding or willingness to even try to help solve the issue, and absolutely no customer service skills. He was very rude and unprofessional. Justin apologized multiple times for his District Managers attitude and lack of help with the situation. I have contacted corporate to file a complaint against the district manager, but I don’t have high hopes that this company will do anything about it. Steer clear of Ashley Furniture Store. If you ever have any issues it’s like pulling teeth to get help. Will not be spending my money...

I have been having the runaround for now 4 months... I am very disappointed in this experience with the temples Ashley furniture. I have ordered years ago before but at a Killeen Ashley furniture store and everything was right the first time and Great customer service. Now Temple store... For one I did have a great sales lady she was awesome... we did all the paperwork the wrote everything down they showed me what I was getting everything was A OK. Delivery got pushed back I think a month so we waited now for our order, when our order finally got here it was completely the wrong set I mean everything was wrong the only thing they got right was the mattress and the box springs. After we told the delivery drivers to take everything back but leave the mattress in the box springs I called the store and they said to come in so we can fix everything we did they said they fix it in the computer but then later on again when it was coming to delivery it was the same exact stuff I just sent back. And when we went into go and fix everything they said that corporate sent down the tags with the wrong item numbers on it or something like that so I’m like OK this is a corporate problem they need to come and fix it do some thing for me because I am a busy mom I have a full schedule I can’t be taking time off and missing work. So now the third time we finally got everything fixed and everything was supposed to come tomorrow...... I texted the sales lady that helped me and come to find out I still have not been told what they’re gonna do for me on my account wise for the whole mixup and plus I still have not received a text confirmation of what time they’re delivering tomorrow.. she called me and told me it somehow got deleted out of the system so now I have to wait yet again another full month and I just had it I’m done with these games not doing something correctly I don’t care and don’t blame Covid!! So I told them to cancel the bedroom set I don’t want it no more I’ll just keep the mattress and the box springs and I was waiting for a text or a call back yesterday about what all happened what’s going on is this going to be taken off my credit am I going to be billed correctly and now they’re dodging me I’ve been calling yesterday I’ve been calling today and no text back so I’m really disappointed and I am very livid. Very disappointed and I’m going to be calling Corporate also.

The one on top is what we were supposed to get... the one on the bottom is what we got sent.... two Completely...