Ashley Store — Local services in Colma

We have been previous customers Ashley furniture. But this experience has been the worst furniture buying experience we’ve ever had. It started off at the store with our sales person. She gave false information on multiple occasions. First off she charged us for premium delivery and set up of our furniture but later we found out, the Three of the pieces we ordered were not available for set up and had to be built by us. One of the main reasons we had gone to Ashley instead of somewhere like IKEA was because we didn’t want to build our own furniture. This was not figured out until it was time for the actual delivery. Another false statement she made to the charging of the furniture. We wanted partial payment by my mother and a certain amount of the pieces to go on our Ashley credit card. Instead, she charged more to our Ashley credit card, which was not what we had wanted .

Once the Furniture was delivered, and we had to put the bedroom pieces together, we moved on and within two weeks one of the drawers on the six piece dresser broke (this was mid-july). As it was covered under warranty, we called the number and started the process for possible repair replacement. By July 20th, we were called and told that the drawer would be replaced and shipped to our home address. On August 5th, I placed a phone call to customer service when the drawer never arrived. This started a three month process of trying to get the drawer replaced. We were told many stories each time we called. It always started with checking in with the warehouse which nobody could ever reach someone there to give us an answer. We were told that the draw would be coming and wouldn’t arrive till October bc it was coming from China. Between July and October, we probably placed over five phone calls which took about an hour each time. On October 15, we called in to check the status of the drawer since it never arrived. We were then told that the order was canceled and that it wasn’t coming from China. After getting extremely frustrated, we were transferred to a customer service supervisor who let us know that they are a third-party customer service line and that we needed to speak to the customer service person in the store. No one on our previous six phone calls had ever told us that. We finally got in touch with the customer service rep at the store (Leti). We explained our story and frustration and she said that she would help us resolve it. She told us at the dresser could be ordered and set up for delivery but wouldn’t set up for premium delivery meaning. This meant we would have to put the second dresser together as well. When we got notification of the delivery by email, I noticed that the email said it was for the wrong piece of furniture so I had to call back again and let them know about the mistake. . During that week of communication, we did get a shipment of draw to our address , and it was not from China, but Illinois. When we open the box, the pieces of the drawer were there but none of the hardware so as of the end of October we have a drawer with no hardware and a dresser that they’re trying to deliver but won’t put together. As of November 6, and 4 mire phone calls, we still have no resolution. This is one of the worst shopping experiences we’ve ever had along with the customer service we’ve received. People say they want to help you, but then don’t provide any real resolution and when they do, it’s with false statements. We will never shop there ever again. if I could give zero...

Continue to my previous feedback: Here is the experience you will get if you buy from any ASHLEY store especially Colma and Dublin:

You feel like all the salespersons are like your family and they are so lovely and respectful (just to fool you).

You will be repeatedly told you get such a huge deal, discount, free financing, don’t worry about the money, we deal with you in the best way (all lies).

You spend a lot of time to apply for finance, get a hard inquiry, select what you want and then when you want to pay, they suddenly add 10% because of finance and you changed your mind and decide to pay upfront.

The discount that they promised you will be much lower than they promised, not to mentionn prices are already 3 times higher compared to other stores.

You are pushed so hard to buy a protection plan from them because it is a free profit for them in return to no actual service. They don’t care about the customer at the beginning let alone 5 years from now? Their protection plan is also a scam.

Your delivery date will be super late compared to other furniture stores 1-4 months (living spaces, RC Willy,…..).

At the time of delivery, you find out most of the items are damaged, scratched, and some floor samples instead of boxed. You will call the store manager and customer service and say after 1 month I get all damaged items. They will then ask you please keep the items with you. Technician will come and repair it if he cannot we replace it for you. Never believe it that never happens. I trusted them for a couple of items and they never repaired or replaced my items. They make bunch of excuses in several ways that it was your fault not factory defect to avoid replacing and repairing it. I also had this experience that the faked my signature that I was happy with the service and no complain about the damages they made to my house.

You will be very mad at them and stay in hold for customer service for 1-2 hours and somebody hangs up on you. If you are lucky somebody answers you and keeps telling you to talk to your store if you have any problem.

There is no return policy, if you pay them you cannot get your money back even if your items are damaged or even when they cannot provide you with the item they are out of.

Most of the time they say they call you back but never happens and you have to follow up with them 10 times without no reasonable response.

The delivery system is awful because they want it to be very cheap and profitable for them, they get service from very unprofessional people who cannot even screw a screw. You might be left off with huge damage in your walls, floor, and doors.

You hear a lot of lies from the whole system store manager, salesperson, delivery guys, technicians, representative in customer service. Lies include, we call you back for sure, keep your damaged furniture technician will repair it if not replace it, we refund your money, sing for something that was hidden from you, they even do signature forgery for customer satisfaction.

Finally, you are tired and have to accept all the garbage and floor samples they send to you after 2-3 months because you are tired of the situation and put your long very negative story here exactly like me.

You have no choice if you want to cancel your order because of late delivery and horrible customer service. they do not refund your money.

Be careful to take your time and money and buy from other furniture stores to have better quality, better comfort, peace of mind and a...

I would say the negative reviews are accurate and consistent in regards to the customer service. First, let's start with the store: The associates seem nice but when it comes to product knowledge or inventory they are clueless. They do seem to be pushy, especially when it comes to delivery. They wanted an additional $180 for "white glove" delivery. The manager, who apparently has to approve EVERY transaction because of the discounts, was relentless with delivery. I asked him why I would spend more for delivery when I was already spending so much for the furniture in the first place. He actually said, "Don't you want to guarantee safe delivery of your new couch? Besides, if you don't pay for the white glove service and a part is missing or delivered damaged, you'll have to drive everything back to Stockton yourself." I looked at him and asked him, "Doesn't Ashley sell quality products? Do they hire bad drivers? If I'm having to question the delivery based upon whether I spend more for delivery or not then maybe I shouldn't buy from Ashley in the first place. Total scam. Anyways, I decline the white glove service and the ridiculous add-on warranty (another scam). My delivery was set for April 22 (we went into the store on March 22...yes a month long wait because it was on back order) but were okay with it at the time. It gave us time to make arrangements for the removal of our old furniture. April 22 arrives and no phone call. We called the 800 number and they informed us that our couch was on back order and wouldn't arrive for another month! No courtesy phone call to give us a heads up or anything. They said if we had an issue with it we'd have to contact the store. Horrible customer service. I called the store and spoke with a salesperson. I explained the situation and told them I wanted to cancel my order. The salesperson tried talking me out of it and when I said my mi d was already made up, she said she couldn't cancel the order, one the manager could. Of course. She also said the manager was busy and could call us back. I told her to either get the manager on the phone now or I'm coming down to the store. After about a15 minute wait the manager finally got on. I explained to him the story (third time I had to retell the story) and told him just to cancel it. He offered me an additional $200 off. Now wait...where was that discount when he was asking me about delivery? Anything to save a transaction I guess. Scam. I told him I was insulted by the offer and to cancel my order. He said okay. As he was canceling the order he actually asked me if anything had been delivered. His exact words were, "So, are you sure nothing was delivered?" I asked him, "You're kidding me, right? You think I'd waste my time with all of this if something was delivered?" He finished up the cancellation and I received an email shortly after. He did apologize, which was fine even though I know it wasn't his fault directly or the stores....unless of course they weren't honest with me in the first place and lied about the original date of delivery (which, after reading numerous reviews here, is very possible). Looooong story short: Bad customer service + delayed/back order fiasco = Horrible experience I can't recommend Ashley Furniture in Colma after the nightmare we...