Ashley Store — Local services in Albuquerque

EDIT: The reply Ashley gives is proof of their incompetence in customer care. They do not do anything to help except provide a phone number to their customer service as if they aren’t the ones who are the entire problem.

If I could give zero stars I would. I have had and unresolved warranty claim since May 2024, only 6 months after receiving our couch. Despite my patience and numerous attempts to resolve this issue, the lack of communication, follow-through, and effective solutions has left me thoroughly frustrated and dissatisfied.

To summarize my experience: Initial Purchase Issues: My dissatisfaction began with less than poor customer service during the purchase process in August 2023. We were ordered the wrong couch and the Ashley store in Albuquerque was almost no help and the manager there was extremely rude when we inquired about the status of our couch (we had a date scheduled for delivery to which I took off of work for and it never showed up and that evening the status of the delivery showed cancelled) I understand things happen and sometimes the wrong products get sent. That wasn’t the issue, the way I was treated after the fact is what made me so dissatisfied. We finally reduced our couch after 2 months after we ordered it. Warranty Claim: I filed a warranty claim in May 2024 for a couch that, despite being just 6 months old and is hardly used, has multiple structural issues. Sitting on it causes it to collapse and sink, and the pull-out mattress mechanism is faulty, it crashes when you sit on the couch. The literal first time we used the pull out mattress we experienced this problem. Ineffective Repairs: After months of waiting, I received replacement cushions that degraded almost immediately due to the failed mechanism. Months later, December 2024 a technician-installed mechanism which immediately failed upon installation. I was then told Ashley would be in contact with me to find a resolution and I have yet to be contacted by them. Aside from telling me more cushions are about to be delivered. I guess their solution is going to just send new cushions so they don’t have to do anything. Lack of Communication: I’ve made over 15 calls to the warranty center, only to receive conflicting information. I was repeatedly told that parts would arrive within days, only to later learn they weren’t even ordered. I have been told I have no choice but to wait. Most recently, on January 16, 2025, I was promised a supervisor would contact me within 48 hours, yet I’ve heard nothing six days later. On January 22, 2025 I called customer service again and after nearly 40 minutes of being on hold with a representative I was told that the couch is no longer under the original warranty and I will have to contact the extended warranty provider. I was told the warranty expired in October 2024, 5 months after the first call to the warranty department to make the claim. This is really what caused me extreme frustration as this has been an ongoing issue since May 2024. Because of Ashley’s inability to solve a problem it is now thrown on me? Ashley didn’t do their job so now it’s not their problem? After explaining to the customer service representative that the same issue is occurring after the new mechanism was installed he said it is a new claim and that I will have to send in pictures or videos showing proof of the issue, which puts us right back to the beginning.

For over seven months, I’ve endured broken promises, misinformation, and no resolution despite paying for the extended warranty. This has been exhausting and has undermined my trust in Ashley Furniture. As of today 1/28/25 (nearly 9 months after my first issue) I am yet to have been given a resolution. I hope anyone that reads this takes their business to...

NOTE: The STANDARD RESPONSE from Ashley (Owner) is useless! I have followed those general instructions since the beginning and even received a "Case Number," but it did not help. I'm still waiting for some type of resolution.

I purchased a 12" hybrid mattress (firm) and boxspring from Ashley and was willing to wait a few weeks for shipment. I was sorely disappointed in the delivery AND the mattress! The delivery driver mistakenly delivered the boxspring to another customer and gave me a mattress that was warped (i.e., lumpy!) I believe he also delivered the mattress that I paid for to that same customer, but because both mattresses were queen size he didn't say anything. This is obviously not the mattress I chose in the store. This all happened YESTERDAY (1/10/23). I called customer service twice, and both calls were conveniently disconnected. However, the third time is a charm I guess. But that's not all.... The driver went back to the other customer's home and got the boxspring, but when he removed it from his truck it ripped in two places! Thinking I wouldn't notice it, he said he was going to have their tech return and staple it! What in the....! I did NOT accept the boxspring and he placed it back on his truck. Now I'm left with having to deal with customer service to pick up/replace this lumpy mattress (See photo) and deliver the new boxspring. This is absolutely unacceptable and unprofessional.

Never let them deliver a mattress and boxspring unwrapped or unboxed because you never know what or whose order you are receiving! Fortunately my salesperson has been very responsive throughout this nightmare and was shocked when I sent her the picture of the mattress I received. She promised to sort this out for me today. Let's see... As I will surely update my rating if they make this right and are very responsive. I'll keep you posted!

UPDATE 1-20-23 (Raised to 2 stars): Bad News: No response relating to the lumpy mattress. Waiting to hear from their "technician" to "schedule a visit." Good News: I received credit into my account on the boxspring return and the 200.00 charge that appeared on my credit card a few days ago was explained as I had forgotten that I used a separate card for furniture protection plan.

By the way, the furniture (Sofa and Loveseat) that I ordered from Ashley's prior to the mattress fiasco looks absolutely amazing in my living room! And... the delivery was great! (4 Stars)

But I'm still skeptical about using them again. Let's see how this mattress issue gets resolved.

UPDATE 2-3-2023: As I was entering into the store to find out the status of the issue with the mattress, I saw my original sales person, Elana, practically run away, and it was obvious that she wanted to avoid me. And her colleagues were laughing at the whole situation. I informed the manager on duty of this. Meanwhile, I'm still requesting a status on the mattress issue. The Manager on Duty, E. Lovato, was very concerned and apologized for this taking so long. She said if I don't hear back from thenresolution specialist by Monday (2-6-22) she will follow through and make sure this case is resolved. Let's see!

UPDATE 2-17-2023: Ashley Furniture has redeemed themselves! They delivered a replacement mattress on 2-16-2023, and the delivery was flawless. The delivery drivers were very professional, friendly, and removed the packaging material in front of me, from inside my home! They handled the mattress with extreme care and even shared information with me about inflatatable mattresses that I wasn't aware of. I am happy amd will be changing my review from 1 star to 3. It took over a month to resolve, but I'm happy that it was finally resolved.

Thank you Ashley Customer Service and Management team (especially E. Lovato) for making...

So I have finally received all sofas I purchased. However I have never received the battery pack for the electric recliner sofa. In fact, no one will return my calls or texts. The number provided in the store responses is to an automated system only. One respondent suggested I come to the to pick up the item. When I purchased it, I told them I’d take it with me. Turns out they don’t stock them at the store. Why not just get me the battery pack? Could it be that hard? What is it called when you pay for an item and they don’t get it to you?? 🤬

Update on the update! Big Sigh. Note the loss of stars. For some reason the process of efficiency eludes the folks at Ashley & their delivery service DSG.for the life of me I do not understand why my sofa sits in the warehouse undelivered while the other gets delivered. First I’m told it’s coming in from Houston, on wait no - it’s really sitting in the Albuquerque warehouse. No reason why it can’t be put on the truck to be delivered last Saturday with sofa #2. Oops! No one told the drivers it was supposed to come with. Finally a manager tells me that if there is anyway he can get it to my house Saturday he will. Well, talk is cheap - never came and he never called back. So I am still waiting for my sofa that was supposed to be here January 3. I also purchased a battery pack for my electric recliner sofa. Bought and paid for. It too was scheduled to be delivered on 1/18. Not only don’t I have it, but it’s no longer listed as an open order. Did someone else get it?? Delivering furniture is not rocket science or brain surgery, mistakes can happen without people getting killed. Logistics can be tricky. But getting 4 items to one address at the same time does not seem very complex to me. At this point I’m not expecting excellence or even competence ( those ships have sailed). I’m just looking for the furniture I paid for to get to my house. they say you get what you pay for. I have not gotten what I paid for and I feel I deserve better service than what I’ve gotten

Update: Escalation process is underwhelming - no call back. But I contacted my salesperson (ER) and he followed up and learned the reason for the delay was that the sofa arrived damaged at the warehouse and had to be replaced. Why customer service couldn’t or wouldn’t say that is something I can’t understand. Fingers crossed the both come a week from tomorrow as promised. Later I learned ER worked my problem on his day off. Thank you - I was pleased & surprised that you went out of your way for me. I upgraded my initial rating from 2 to 3 stars pending arrival of my furniture.

Original post: I purchased 3 sofas mid December. I was told the first sofa would be delivered 12/26. When reviewing the BOS I noticed the description of one of the sofas was incorrect but assured it was “just the picture”. Actually, the wrong item was listed. After a second correction it arrived - after the promised date but within reason. The second and third items did not fare as well. After some back and forth I was told that my sofa-chaise was in the warehouse but they were waiting for the 3rd sofa to arrive. I requested that it be delivered the soonest possible day. The warehouse scheduled it for the 11th but it was changed (no idea why and by whom). I tried to escalate the issue in customer service but evidently the escalation process stops at supervisor and was refused access to a manager. I told the id accept the VO of Customer Service, but you know what happened right?? Now all that is left for me is to cancel the orders for sofas 2 and 3 and begin...