Ashley Store — Local services in Abilene

I went to Ashley Home Store May 28th. I was approached by a salesman named Chris. He was very helpful and patient because I tend to be indecisive when I am making a large purchase. I asked if the rug that was on display was apart of the set. He stated that I could take the one that was on display with me today but omitted the fact that it was the last of it's kind because it had been discontinued. So now we're at the check out counter and I'm so excited about my new furniture. I even purchased the 4 year protection plan because I was so pleased with my service. Chris tells me that delivery will be in 2-6 weeks but leaves out a very important key word, TENTATIVELY! Now that I've signed my name on the dotted line and given my money he runs back to the display after telling me he'll take the rug to my car. I'm thinking, "Dang, he is a GREAT salesman", just as happy and oblivious to the facts as could be. So now we're at my car, I drive a Toyota Highlander, I let my seat down and he slides the rug in. We shake hands and I thank him for his time and service. I get home and look at my rolled up rug feeling all accomplished and what not, and I noticed the edges of the rug are really frayed from what looks to me like it has been vacuumed repeatedly while on the floor. Still I'm not upset or mad I just figured I'd ask for a replacement tomorrow. The next day I received a call from customer service so that I can get the delivery scheduled. THIS is when all the good feelings left the transaction. I spoke with Gabriel in the corporate office, I first bring up the condition of the rug and he tells me that when I left the store it pretty much completed the transaction so they can't do anything. I even offered to pay the difference for a new rug because what sense does it make for me to have new furniture but a rug that looks like it came from a garage sale. He says that he asked a member of management but they said no, now I'm a little upset because he's asking me questions like, "well how did he put the rug in your car without you seeing the rug", and "why are you yelling". I explained to him that I'm not yelling I am upset and so my tone has changed and if he can't take my tone to please transfer me to another person who can. I also explained that Chris rolled the rug up while I was at the counter checking out and when I met him again the rug was across his shoulder and I didn't think it was necessary to check it because I was under the impression that they sale quality furniture. He says we have a no return and no refund policy hanging on the garage doors. I told him, "Sir I walked in and out of the front doors and that policy isn't posted anywhere so I was unaware of the policy. Eventually I stated that's ok I'll just go back to store, can we go ahead with scheduling the delivery. He then tells me my loveseat's next available date for delivery is July 17th and August 5th for the sofa and because those dates are so far out hes not allowed to schedule the delivery. I said Chris said 2-6 weeks but most of the time it takes 3 weeks. Gabriel says there's an important word missing, we say 2-6 weeks TENTATIVELY it's in bold on your receipt. So now I'm like let me get this straight not only do I have to keep this raggedy rug now I have no idea when I will get the furniture I just paid $1500 for and that's just what it is? He says yes ma'am. Now I'm back at the store on May 29th. I see Chris and tell him about how he left out a lot of important stuff when he sold me the living room set. He gets defensive and walks off. The girl behind the counter is the only helpful person through the whole experience which is why I gave 1 ⭐. I tried to take my loss but eventually I decided to just cancel the order because I don't want to do business with a company that stands behind their policy more than their products and couldn't care less about the relationship between the customer and the company. I have to wait for a review board to tell me if I can have my money back. The online policy and in store policy don't...

I swear to NEVER buy from here ever again.

I never write negatively about something, because I am very forgiving and I understand things may happen. But the situation with this furniture store has gotten out of hand. Fool me once, shame on you. Fool me twice, shame on me...

2 years ago my husband and I purchase a furniture piece that took 6 months to arrive. We said we will never buy from them again. But two years later, after going around all the furniture places in my hometown and not finding what I wanted, we went to Ashley Furniture to see the nightstands. And sadly, I liked one pair. My husband refused to get it from them but I worked very hard to convince him to get them since they were the only ones I liked. BIG MISTAKE.

We even talked to the saleswoman and mentioned last time we had a negative experience and she promised those two nightstands were in stock in Fort Worth. She said it will take some days, maybe a week to arrive. We believed her and bought them.

Then the nightmare began, the day they were supposed to arrive, we were waiting for them with excitement. I had purchase some nightstand lamps and I prepare the room to receive them and was ready to enjoy them... but we never got a confirmation text. When we called, the person in the phone said that they didn't had them in stock and that they were arriving from China in a month. Sad and upset, we put our lamps away and waited for a month. TWO MONTHS LATER and we still didn't have the nightstands. We tried calling but no one could help us. We just kept seeing how the delivery date kept moving and moving.

Then finally we got a text for delivery, I didn't want to get my hopes up. I said to my husband: "I will believe it when I see it". I took a day out of work to receive them. The truck arrived and the delivery guys asked where I wanted the nightstand. I mentioned there should be two and he said he only had one for me. After bringing it inside my house, I realized it was different than the one I have chosen in the store. This one had marble on the top and I wanted the all wood one. I told them I would rather keep it, at least have something... so I was forced to accept this one and like it. But now the problem was, where is the other nightstand!?

After calling, they told us the other nightstand would arrive a month later. But that date kept moving forward. 1 week later, then 2 weeks later, etc..

FINALLY, they didn't move the date and it was supposed to arrive TODAY. My husband took a day out of work so we didn't miss it. He waited but no text arrived, finally he checked online and it says our delivery was CANCELED!!!!!!! and now it has been moved one month and 1 week later. They offered us $30 for the inconvenience. REALLY?

At this point, I don't expect anything from them, but I know I will NEVER purchase from here ever again and I will tell everyone I know here to don't even consider this furniture place. It has been the most terrible experience to something I was really excited and looking forward to. I still have my one lamp waiting to be installed after 5 months of waiting. My husband let me have the one nightstand that arrived but he still sleeps with no nightstand.

PLEASE IF YOU HAVE ANY OTHER FURNITURE OPTIONS, CHOOSE...

I’ll start by saying that if Ashley makes this right I’ll amend this review. I’ll cover the in store experience, shipping time, the furniture quality itself, and the customer service post-arrival of the furniture.

The Ashley store people have a very friendly demeanor (Nas was very kind), but be prepared for your initial quote to be about 2x what the Ashley website has things listed for. I had to talk them down for at least an hour to get the final price with shipping close to what the furniture is actually listed for. They will also be very pushy with protection programs, probably because the furniture isn’t built to last at all.

The shipping ended up arriving a few days later than expected. The boxes also had some holes in them.

The furniture itself is awful. It looks nice in the store, but it clearly is quickly and cheaply put together. 3-4 holes tapped for their screws were full of wood glue which made it impossible get the screws in. I had to melt the glue with a hair dryer and scrape it out to get the screws in. Then, about halfway through assembling a bed frame, I found out a part that is assembled from the factory (i.e. glued together) was put on backwards in such a way that it impedes the necessary parts from going together. We’re out about a grand and have been sleeping on the floor for a month since we purchased this furniture. I’ll never recommend them again and if I don’t get a full refund or a replacement bed that is able to be assembled I will be filing a complaint with the Better Business Bureau.

I told Ashley about the problem and they said they’d get back within 72 hrs. Two whole weeks later, they responded and said they’d send a repair guy to look at it. The contracted repair man showed up today and basically said, ya man this bed isn’t working, it’s messed up from the factory. If both of us can’t put it together something is wrong. I’d give him five stars, but I’d give Ashley themselves zero.

DO NOT use Ashley if you value your time, peace, or money. Attaching photos of the wood glue issue and the original and final quotes I was sent for the exact...