Ashley Store — Local services in Conroe

I initially had a great experience with the salesperson. Eric. I cannot express how professional, informative, and helpful he was. I decided to choose Ashley Furniture because I purchased from them in Austin and had a great experience. I was excited for this purchase. I ordered this the first week of August when I moved here. My children and I have been sleeping on the floor mats since then, waiting excitedly for our new furniture. This experience was different. I made it perfectly clear that I was a single mom and would for go  the warranty and or whatever was necessary to ensure I paid for services to assemble all the furniture together. I told them multiple times it had to be included. I even told them at the end when they said I reached my max that I needed to take off parts of my order and reduce it to ENSURE assembly was included ( that was how IMPORTANT it was). I was ready to reduce it. The manager ( at least I think that who she was) was called, and she specifically said, No reason to take stuff off, they would make it to where it would be included.  They had some issues getting the system to work, she took over and started making all sorts of changes, taking off, putting on, and moving around. There were many changes made. I understand they had to move things around to make things "work", and he told her ( the manager), I did not want to warranty, and I jumped in and said No, I dont want the warranty, because I need the assembly more than anything. She was aware of this. I don't remember that manager's name; however, I confirmed again it needed to be put together by whoever delivered it. Today is the day part 1 of 2 deliveries came. The delivery guys said that assembly was NOT included. It was a door drop only. Altogether, I ordered a little over $13,000, (two-part delivery), and they left this most important part out after expressing many times how necessary and essential it was. I've had to fight since day 1 since I moved here in August to make sure these larger companies follow through on their sales services. I am done fighting. I specifically said the assembly was a deal breaker. For $13,000 I shouldn't have to fight for what I asked for and required and was told would be included. I will say this, Eric offered for him to come by himself to make this right. Ashley Furniture wasn't going to make this right. Why should this young man exploit himself for a mistake that wasn't his fault? Ashley Furniture store should have made this right. Eric was willing to sacrifice his time and energy for this error; he has integrity right there. I understand his hands were tied by policy and procedure. However, he was still learning and needed guidance, and the changes made were by the person that took over. This wasn't his mistake to fix; it was Ashley Furniture's management and the procedures and/ or programs, and systems that are in place.  I am in sales myself, and when my company's program and or procedures cause issues for customers or make mistakes, the COMPANY makes it right and things change immediately. This went wrong the moment the manager, or whoever she was took over. Instead of listening to him, she was more worried about what they were going to make off it than about the customer's needs. Which I think is highly inappropriate to talk in front of the customer to begin with.  I cancelled the 2nd part of my order, and I'm hoping that goes correctly. I had turned away from other companies because they could not offer the assembly services. I do not want anything from this company other than money back from part 2 order in FULL due to their error. This whole situation was supposed to add relief to my life by providing great customer satisfaction from beginning to end, not cause more stress to it. I do not recommend Ashley Furniture until their sales practice, system...

• UPDATE* We are now on the third delivery reschedule. Each time it's canceled because the warehouse does not have the items, they are scheduling deliveries, require me to be home while I wait then they don't call to cancel the delivery, they just send a new email of a different delivery date time window. Can't return it and we're not getting our furniture.

I have also reached out to the replies to my reviews and little to no response about helping the matter.

I rarely write negative reviews on a store, but after dealing with them twice and both times being horrible, I would NOT recommend buying from them. After trying to purchasing 2 different beds from them, their customer service experience has been horrible and their policy are not honest.

First time the bed was delivered almost 3 weeks after purchase, which was broken. So they had to take it back. Then we waited a week with no call, so I called them to find out the bed was on back order and it would be months before we received the bed. So was asked to cancel and get a refund, which took a month to get our refund.

Second time, which was just this past week. We went into purchase another bed. The bed was to be delivered in 2 days, we thought great! They show up with only part of the bed. The rest the delivery guy said he didnt know where it was, his papers say it all should be in the truck. He called corporate and they said that all the parts were showing at the warehouse and he doesn't know why or how they weren't delivered and when the truck gets back tonight they will give us an ETA on the remaining delivery. The drive advised us to call the store to get the ETA, we called the store and I was informed by a very rude representative that the parts are under a manufacturer's delay, I told her that if I couldn't get the bed delivered soon I'd like to just return what I received today and cancel everything else. The representative said that they cant do anything about the order, and for the first time they informed me since I received part of my order I can't return anything I have no option but to wait until I get the rest of the bed when they have availability to bring it to me. She was short, and had a rude annoyed tone, no rush to fix their mistake, no apology. I will just have to wait to receive the rest when it arrives at the warehouse and then wait till there is an available truck to deliver it. ETA is unknown right now. So my sons room just has parts of a bed in pieces for who knows how long.

Sales person failed to inform us that once we receive the bed, or even a piece of it, there is no refund Delivery service once again failed to be completed with out delays or mistakes Representative to rectify their mistakes was rude and didn't resolve anything.

There has not been a pleasant experience with Ashley Furniture. I cant fathom how they are considered number 1. We will not be purchasing anything with them again, and we will recommend people to shop else where. And I recommend to all who read this that if you want a pleasant experience after spending $1000.00+ on your furniture...

I'm giving Ashley Furniture, Conroe TX 3 stars, mediocre. I do so because our purchase experience was "good" A patient new salesperson, (difficult to find employees for many employers right now, I get that)helped us right away as we entered the store We made our picks, new salesperson asked a couple questions in search of help from the store manager, Brandon.

Order placed, on our way, as promised furniture showed up in a few days. Then problems began. A chair that we ordered was keyed in by the new salesperson (it happens) and the wrong color chair showed up on the delivery truck. Did NOT accept delivery of wrong color, had them take it back with them. I then contacted the store manager, Brandon. He explained to me once the store turns in the sales order they lose all control to Ashley Corporate Logistics. Once the order is transmitted, which interesting enough all processes changed to be "new and improved" during COVID and the stores literally have no more input to the orders...what? why? that's were the personal contact was...why now remove them??? Makes NO sense...

To summarize, Brandon (Store Manager) went above and beyond helping me fight, yes literally fight with Ashley Corporate Logistics even giving me internal methodology to question their delays and excuses. I did receive the proper color chair within a few days (amazingly, but I was quite persistent). We are so far happy with the furniture we purchased, fingers crossed it wears well.

As far as Brandon, manager at the Conroe store, this post is past due and my apologies as this all happened in May '23. A thumbs up and well done on his excellent customer service. He could have easily just pushed me off, but continued to help right up until I received my furniture and even gave me a credit for my inconvenience.

To for Ashley Furniture Corporate Logistics, YOUR LOGISTIC CUSTOMER SERVICE METHODS ARE UTTERLY HORRIBLE, they need to undergo a thorough audit and update, Covid requirements are over. Get back to the basics and DO customer service better.

UPDATE: Received response back from owner and as there is no way to for me to respond back, have updated here. I do not appreciate the canned response. If it is an attempt to look to others reading reviews to decide to do business or not, it is a poor attempt. I have no intentions of contacting Ashley Corporate Marketing to look into this issue any further. It has been resolved by my sheer persistence and the help of the Conroe Store Manager, Brandon. My suggestion, if you truly want to help with this issue further that you thank in a measurable way, the Conroe Store Manager, Brandon and review your corporate delivery methods. (for example, do you deliver everyday? do you ONLY send out deliveries if there is a full truck, regardless of when promised? do you have a delivery truck that could quickly remedy incorrect items the next day? As I said before, DO CUSTOMER...