Ashley Store — Local services in El Paso

We have bought furniture from Ashley before and the experience was great, therefore when we recently purchased our second home, we decided to go with them again to furnish our new home. Well, the experience this time around has been the WORST. Yeah, they're extremely nice and helpful when you're there looking around and buying furniture. They even assure you they'll take care of you if there's anything wrong with the furniture. Well, let me tell you....that's far from true, because once you walk out that door, they don't even honor what they say. It's been a complete NIGHTMARE dealing with their customer service. I purchased an almost 8000.00 recliner set, with the "warranty/protection plan" that they offer, and now after only 8 months said recliner doesn't work. We've made several calls to the store and their customer service line over and over and have gotten nowhere. Customer service says they'll call back and they never do, they even seem to hang up on purpose just to not deal with the issue at hand. To be honest, none of the reps know what they're doing or know how to handle warranty requests when issues arise with their products. We've been waiting over 4 months now to get our recliner fixed or exchanged, but no call back from anyone at either the store or customer service. And when we try calling they just throw us around to different "departments" or give us different numbers to call with no positive outcome. We've made stops in person at the store as well and the employees there are no help either, they don't even try to help us out. They just give us a piece of paper with yet another 800 number for us to call that gets us nothing in return. This was my favorite furniture store until now. It's been a very bad and disappointing experience all around. And by the looks of it we're not the only customers having problems with their protection plan. This will be the last time we purchase anything from this place. From now on I'll definitely not recommend this place to anyone, and I will make sure to tell friends, family and our military community to take their business somewhere else when purchasing furniture. At this point we will also be filing a complaint with the BBB if nothing is done soon... this is just unprofessional and ridiculous...

If you want to avoid runaround and horrible customer service, please do not buy anything from this place. The only good experience I have had was the day my husband and I purchased the furniture in the store. These are some of the many problems we have experienced from the first delivery back in July: 1. We were delivered the wrong tempurpedic mattress size because it was mislabeled in the store apparently. 2. My daughter's dresser and mirror were delivered without a mount to attach the mirror to the dresser. 3. They deliver everything weeks apart. 4. The legs on my 2,000 kitchen table bench broke after being sat on twice because the legs were not screwed in properly when the delivery men came to the house. This is a formal dining set we rarely sit on FYI. 5. The guarantee is worthless because it is nearly impossible to get anyone to actually come out to your home for repairs on the actual day they supposedly schedule you on. It's been 4 weeks since I put in my claim and sent pictures of what needs to be fixed. I called again today to follow up and they basically said only one leg was ordered.. Clearly from the pictures you can see there is more to fix than one cross-leg. There has been 6 rescheduled appointments for a tech to come out and this is only because I called asking why nobody has came out each time. 6. When you call customer service they are people working from home that are unprofessional and never have a clue regarding my request, even with the ticket number I provide. Any return has a 10% charge of purchase price. I am not one to leave negative reviews because I can appreciate good customer service when I see it. After repeated times of calling/driving to store to get my situation fixed, all my efforts are exhausted. This is my last resort. I hope this helps anyone looking to purchase here. Don't do it. FYI: our spare tire was also stolen during our purchase from underneath our truck....

Lovely Store. 2 stars for that only.

Advice: Window shop in store take some pictures with item numbers, take a laptop, use a cell phone, compare prices, ask about a more affordable options with different term lengths. We are educated and yet not all details or better offers were disclosed to us. I could not imagine how badly the salesmen abuse of consumers who are unaware.

The salesmen will off course be nice. Look at what you want, do your research. My mother made a purchase that would have been $664 cheaper online, mind me this is only on a 2k purchase I couldn't imagine the price difference with a larger purchase... (yes this included the delivery and sales tax to the same address). We did have to return to the store to remove an item which we were not given the sale due to our financing option of (36 months) but the contract was indeed drawn up for 12 months not the 36 as discussed. The item should have came out to the advertised price since the contract was mistakenly* drawn up for 12 months... After lying, was told my mother chose the 12 month option (but recited a monthly payment for the 36 months) the salesman said he was at fault and mistakenly drew it up for 12. The contract length was fixed the extra item was removed, and the trip from Horizon to Airway was wasted just for a signature. All due to the failure to the attention to detail.

note*The online sale has been going on since before the in-store contact was made, still going on. Yet I cant decipher a $664 difference on a $2,000 sale. If its a contract term deal, she was never offered another option do save, etc... She has the money and the credit. This is unruly, I'm assuming all the salesmen are like sharks but yet again I couldn't say for sure. For certain I would not recommend Ruben. They most definitely will not be rude but they are most definitely...