Ashley Store — Local services in Amarillo

Barbara Ryes called for a review. I have ordered twice from the Ashley Home store in Amarillo. The first experience went without a hitch (Feb 2020). The second time I ordered $13,000 worth of furniture (sofa, love seat, 2 queen beds with mattresses, 3 night stands, dining room table with 8 chairs and 1 accent chair) and it did not go as expected. I ordered in December 2020 to have the furniture delivered end of January. Before I placed the order, I told the salesperson I was moving to Arizona and needed all to be delivered there. Usually, I was told, Amarillo does not ship out of state or at least not to Arizona, but the salesperson promised she would get it delivered. I called to check on the status of the furniture mid-January and was told most of the furniture would be in by end of January with the exception of a dining room table. At end of January, I stopped by the store and was then told part of one bed and a part of another were in and the rest would be in first couple weeks of February. Mid-February I called and was told totally different things were in and it might be end of February for the remaining. I was also told they would not deliver to Arizona. At end of February I called for status and was told all furniture would be delivered to the Amarillo store the following Saturday. I received a call from shipping warehouse and was told the remaining would be in on the Monday. Since, the store refused to deliver the furniture, I scheduled a Uhaul at the cost of $877 to move the furniture. Monday, we went to Ashley to pick up the furniture. Needless to say, not all the furniture was there as we were told. In fact, several pieces were taken off the showroom floor - Dining room table, 2 of the 8 dining room chairs, sofa, and 2 nightstands. I did know about the sofa as the warehouse called and said the one delivered was damaged and I would have to order a new one, but they said we could take the model off the floor. I was also given a refund on the 1 nightstand I could not get. I was not ever offered a discounted refund for the show floor models. My husband and I spent several thousands of dollars at the store for what should have been new furniture, but only part of brand new and the rest of basically used as patrons of the store would have sat on the furniture to test them out. Instead of giving out a $75 gift card, why don't you offer a substantial discount for the floor model furniture...

THIS IS A REVIEW FOR ASHLEY FURNITURE ONLINE! I ordered four chairs from this company online. Three chairs arrived, two of them damaged. The fourth chair never arrived and was returned to the warehouse. I called and talked to four different agents about this order and was assured that I would be receiving the fourth chair by a certain date. When I checked on the tracking the chair was being returned to Ashely Warehouse. When I called for the fourth time to find out what was going on I was told that the whole order was actually canceled during the shipment process due to a "wrong address" according to their finance department and that they shouldn't have ever arrived at the address that was actually correct and on file for the payment and delivery and that I needed to return the three chairs that did arrive. I was also told that I would not be getting replacements for the two chairs that were damaged either and that they would just give me a refund for the one shair that never arrived.

First, I NEVER SUBMITTED A CANCELATION or change of address and was NEVER told that the order had been canceled due to "wrong address" at any point in the process by any of the agents that I spoke with. All the agents assured me that I would receive the chair and the replacements until I finally spoke to the escalation supervisor.

Second, The escalation supervisor could never really explain to me what the problem actually was and simply said that it was a "difficult situation." She did process return shipping for the three chairs that I did receive and she did assure me in writing a refund for the chairs upon pickup by Fedex. Hopefully this does take place as assured, unlike the assurance of receiving the fourth chair that I was given along with the two replacements for the damaged chairs that I was assured of as well.

This experience with Ashley Furniture Online has made it where I will NEVER do business with ASHLEY again. Very unprofessional and sketchy to...

Great customer service, very helpful and friendly! I originally gave 5 stars. The service in the store was great once we left forget about customer service! We ordered our furniture 5 months ago which was November. We asked the salesman if it would be in before Christmas and he said yes it should be except possibly bed rails. He was correct, everything came in except bed rails before Christmas. The delivery came about 9:00 at night and the men were quick since it was late and we were their last delivery. As soon as the men left I realized they had left the wrong mattress. Since it was late there was nothing we could do that night. The next day we went to Ashley and explained they had dropped off the wrong mattress. It turned out the mattress they dropped off was the wrong mattress and definitely a cheaper mattress. We talked to someone on the phone in Ashley who was a manager that said they would take care of it. We were under the impression we would get it in a few weeks. Fast forward 5 months. We have called multiple times and the answer is it will be in some time in the next month, we will call you as soon as it comes in Needless to say this never happens! You can’t get anyone to answer the phone at the store in Amarillo. It always goes to a voicemail that has been full for months. If you dial for customer service or delivery be prepared to at least be on the phone waiting from 45 minutes 1 1/2 hours.😡 I have asked to speak with the regional manager or someone higher up and I am told that they can’t allow me to. I talked to them again today and got the same answer they think it will be in this month but can’t promise. There was no one I could talk to higher up but they could have someone call me. Needless to say that didn’t happen either. I am so thankful this was for a spare room and not for my child’s room or mine! Think twice before buying...