Ashley Store — Local services in Austin

UPDATE: After nearly 2 weeks of going back and forth with customer service over the phone and a couple visits to the store, I finally have the rest of the couch scheduled to be delivered. However, customer service over the phone was never helpful, and 2 different managers at the store failed to do what they committed to do and action was only taken after I followed up. I will say however, I genuinely feel that my original sales person, Francisco Valdez, was the only bright spot in the experience. Once he was aware of what was happening, he did do his best to stay in contact with me, despite the managers and customers service refusing to follow through on what they'd said they'd do. I don't think anything would have gotten done at all without his help.

This is my first 1 star review. They've earned it. Decent in-store experience, awful post sales support and customer service. If you decide to do business with this company, be very careful.

The sales staff here are polite but pushy and not knowledgeable of their own product. They are more interested in selling protection plans than ensuring that you are getting the furniture you are paying for. Customer service is difficult to get in touch with, and there does not seem to be a way to call the store directly leading to delays in resolution. I've waited a week only to be delivered an incomplete piece of furniture. After waiting to talk to someone in customer service, who does not work at the store I purchased my couch from, I was told the store would contact me in 48 hours. That did not happen. I had to call customer service back after 48 hours had passed. On that call I learned that the store had responded to the ticket that was put in and noted that they would not be able to help me because I received the parts I paid for. I paid for those parts because the sales person I was working with assured me that those were all the parts necessary for a full couch. In fact, I recognized the part descriptions for the parts on the order didn't look like they included everything. I asked our sales person if he was sure we had everything. He said he checked with his manager and that the order was correct. A week later our couch shows up with no arms. The store is now saying they aren't going to do anything to resolve this, which apparently includes selling me the parts they failed to sell me the first time. After insisting that someone needs to contact me at the very least to sell me the rest of my couch, I've now been asked to wait at least another 24 hours to talk to someone at the store before anyone is even going to begin working on this issue.

There are several problems with this store/company:

A pushy and unknowledgable sales staff.

Managers who don't want to interact with customers.

No ability to speak to the store on the phone directly.

Customer service agents and stores that do not follow through on their promises.

Apathetic sales people and managers who have no interest in customer service or...

DO NOT SHOP HERE: I went in to purchase furniture from Ashley’s Furniture, the Southpark Meadows location on 05/22/2021. The furniture was delivered to my place on 06/03/2021. During the first delivery, it was noticed that the items were damaged. Photos were sent in and I contacted customer care and agreed to a 2nd replacement delivery. The distribution team informed me that they would pick up the furniture from the first delivery when bringing the replacement items. The replacement items were attempted for delivery on 06/10/2021, those items were also damaged and I declined the order again. The replacement items were taken back but the damaged items from the first delivery is still sitting inside my home. I was informed to contact customer care to set up another order for the distribution team to come back out to pick up the initial items. More photos were sent in and I contacted customer service and the store manager requesting a full cancelation. A ticket was submitted to the store manager, Anthony, on my behalf. I was then denied cancelation and a refund over the phone until going into the store personally to speak to the manger. He then approved the cancelation of everything except the mattress. I was told that since the “boxed” mattress was already in my home that they could not accept it back. Again, the items are only in my home because the distribution team did not take them back during the initial drop off. The store manger then submitted an order for the distribution team to come out and pick up the canceled items on 06/22/2021. The distribution team did not show. Customer care could not provide a reason on why they didn’t show but another order for pick up was placed for pick up on 07/01/2021. The team did not show on that date either. Customer care submitted a ticket to the distribution center on my behalf and informed me that they were not aware on why the distribution personnel did not pick up the cancelled items. I also contact the store manager Anthony and he blamed it on possibly forgetting to select “white-glove” under the order. Another order was placed for pick up on 7/10/2021. The distribution personnel called me when they were 30 minutes out. I provide them with my gate code and building number but they never showed. The following day I called the store manager to inform him of the ongoing issue for the 3rd time. He stated that he was not sure why this keeps happening but was unable to contact the distribution center manager until Monday, 07/12/2021. He informed me that he would call me the next morning. I never got a call. I received an email the following afternoon of a new order number for pick up. The customer care team stated that the notes listed that I refused the pick up which is not true. I am being told that the charges will not be disputed or canceled by the financing company until the items are returned even though they are only in my home because they have failed to pick them up...

Zero honesty. The Pflugerville sales rep stated we’re getting the best deal with a “corporate discount” (apparently it was a price match to the online price after checking) and that the military discount cannot be applied. After cross checking facts online and with a representative from the Southpark Meadows location, I reached out to my Pflugerville sales rep and told him that the discount can be applied. Finally, he agreed that the discount can be applied, but I will have to come back in and sign paperwork to change my 12-month financing to 6-month financing. At this point, since my delivery is still days out and I’m still within the time frame to not incur any cancellation fees, I’m ready to cancel my order altogether after being lied to (twice) and feeling like I’m being retaliated against.

BUT the Southpark Meadows representative informed me I did not have to change my financing nor come in to sign anything. With my permission, he stated he can apply the military discount on his end (after speaking with his supervisor and getting his approval), to avoid my sale becoming a “wash out.” So I went ahead and agreed to his idea and did not cancel my order. I asked for a confirmation email for the price adjustment and was informed I will receive it in 1-2 business days as the order is still processing.

We paid the $99 White Glove Premium Home Delivery Service which includes furniture assembly. After coming home from work, upon inspection I noticed there were missing hardware that were crucial to keeping the main parts attached. What’s worse is the delivery men knew about the missing hardware (caught on video) and failed to mention it after assembling the parts. How is this service worth $99?

My order has been delivered and assembled with missing hardware. It has been over a week since the verbal approval of the military discount to my order. My bill has been processed and I still don’t see a price adjustment nor credit to the original amount of my bill. I followed up with Southpark Meadows today and was informed my order has been completed and since my order was from Pflugerville, they (Southpark Meadows) are not able to make any adjustments to my order…

First time buyer with Ashley Furniture, and what an extremely dissatisfying experience this has been… from sales, to delivery, to customer service.

In the end, both Ashley sales representatives and services from Pflugerville and Southpark Meadows are untrustworthy...