Ashley Store — Local services in Brownsville

I was in the store looking for a living room set. I was approached by a salesperson and her name was Amanda Diaz. Amanda was very friendly and professional. She was extremely helpful and patient as we searched inventory. After looking at all the options I told her I would return the next day with my wife so she can pick out what she liked. Amanda asked me to wait and a short time later a female approached me and said she was a manager. She proceeded to give me her sales pitch. She made it very clear that if I didn’t take her offer there would be no more negotiation if I returned. The manager was extremely aggressive and pushy. I told her that my wife needed to be part of the decision on picking out the items. She then stated something like, oh it’s because she makes the money. As insulting as that remark was, I left with plans to return only because of Amanda. Upon returning the next day with my wife, we made contact with Amanda. Again, Amanda was fantastic. She wasted no time in helping us pick out what we wanted. The process went smoothly and she even worked out a good discount. So much for the managers no more discount policy if I walk out the door. Amanda then walked us over to the cashier. The cashier was a light complected woman with short brown hair who never identified herself. We handed her the cash for the living room set. Amanda was there throughout the whole process. The cashier then approached us and asked us if we had two other hundred dollar bills. I told her that we did not. She informed us that the machine that they put the cash in would not take the two bills. I assume it is a safe like the ones convenient stores use to drop cash. She said she needed to have the two bills replaced to finish the transaction. I told her we could not replace them, that was all we had. The cashier just stared at us so I told her that we can just cancel and they could give me a refund. The cashier said that if that’s what we want to do. The problem was that the machine didn’t want to take the bills for whatever reason. The bills were not counterfeit and they were not claiming that they were. They just simply wanted two other bills because it was an inconvenience for them to have to go to the bank and exchange them or simply have the manager solve the problem. They were choosing to let a cash purchase of almost 5 thousand dollars walk instead of solving the problem themselves. So, Amanda came to the rescue and intervened. She picked up a radio and began to ask if anyone had change for the two hundred dollar bills. The problem was quickly solved. We thanked Amanda for intervening. She told us she wanted her customers to be satisfied so that they can return. Amanda is the only bright spot that we encountered at the Brownsville, Texas store. We will definitely return but only to buy from Amanda. *Update. Store assured furniture delivery by March 11th. Today, we were told until March 18. Store is pointing the finger at delivery. Delivery is pointing the finger at the store. Very...

I am very disappointed and dissatisfied with the way Ashley’s furniture store has treated my situation. I purchased my bedroom set and a few other bedroom decoration items and it took more than 2 months to be delivered. Now, with the current situation I understand the hold up, but what I don’t understand is how damaged the bed frame was. It had only been about a week after receiving my bed when I started feeling a huge back discomfort and realized the bottom of the bed was slowly breaking and sinking in. I’m no expert at these things but my last bed set last me over 5 years and it never gave me any issues, in fact I sold it looking practically new. The worst thing for me out of all this was the customer service this company gave me. I went to the store where I had initially purchased it and the person “helping” me kept giving me the run around. She did not bother to even look at my order or ask what happened with it she just kept giving me the run around and insisted on calling customer service and have them see my issue. I was very upset and called from the parking lot. Customer service then told me to go back to the store because there was nothing I could do through them. How in the world can this be coming from the same company? I go back in the store and explain to the same lady what happened and she tells me her manager, which was too busy to speak to, would give me a call back when he got a chance. I waited 3 days and no call. I call customer care again and they transfer me to others who “could help me” about 4 times. I was on the phone with no guidance as to what was going to happen for about an hour, mostly waiting around in transfers. The last person who I spoke to last Friday assured me she would send someone on Monday to inspect the bed. She was practically ignoring me most of the time and while I tried explaining my situation. I became livid when she didn’t even try to find a solution for me and all she kept saying was “I don’t know what we can do if it’s been this long since the purchase”. She wouldn’t even let me finish explaining that I had only just received it less than 2 weeks prior! No solution was found, she lastly asked for pictures of the bed, which I provided immediately. Three days have passed and I have now received a notification that someone will be coming until 2 weeks from now to see what they can do. My wife is a registered nurse and we both work 12 hour shifts. We not only waited a long time for this “awesome product” but now we wake up with back pain due to this damaged bed. The issue only keeps getting worse. This is the worst experience we’ve ever received from any company, keep in mind Ashley’s was recommended to us and this was a first time purchase. I can’t believe how bad the customer service has been. Please be careful when purchasing anything from here, however, personally I would never recommend this furniture...

Yesterday, Nathan (my partner) and I went into Ashley Home Furniture in Brownsville TX to purchase a new bed. The salesman, Jaimie, did an amazing job helping us settle on our second choice in beds (our first was sold out and would've taken weeks to get here); he really did a great job.

Unfortunately, Jaimie is the only person in the entire company who seems to be capable of doing a great job. We opted to go pick our new bed up in Harlingen to avoid a two week turn around on delivery and when we got the package (that we rented a truck to pick up) home, it was missing over 50% of the parts. This wouldn't be a huge problem, except when we tried to call the warehouse nobody would answer the phone. So we hopped in the car to head back for our missing parts and managed to get ahold of the warehouse after about 5 connecting steps were taken. The woman at the warehouse was rude and unhelpful stating that the shop guys were gone for the day, over an hour before the business closed, so she couldn't access our missing parts. We were then forced to call the corporate claims line and speak with a woman who refused to let us be transferred to any other departments and claimed there were no members of the escalation team, or any other department company wide in office today. Actually, all this woman did was tell us to speak to an AI on their corporate website and wait 2-3 business days to hear back, which left us with just as long a wait to have a bed as what we paid uhaul rental fees to avoid.

Ive spent over a decade in customer service and i can assure you there is never a situation where a problem cannot be escalated. There is never a moment when a large corporate chain doesnt have money to throw at a problem. And there is never a reason for your store to be entirely unreachable over phone. The ball was not dropped today, it was punted. Every person we dealt with throughout this process, aside from Jaimie, gave intentionally bad service.

All in all, id just like to recommend that if you can not get same delivery, do not use Ashley Home...