Ashley Store — Local services in Fort Worth

A Nightmare Experience—112 Days of Frustration at Ashley Furniture HomeStore Alliance

I wish there was an option for zero stars because this has been the worst buying experience my wife and I have ever endured.

Writing reviews isn’t something I typically do, but I feel compelled to share this to prevent others from facing the same frustration.

As a retired Warrant Officer and Veteran of three deployments, I take pride in the years my wife and I dedicated to serving our country through the Texas Army National Guard. We worked hard, built strong credit, and for the first time, we were excited to finally purchase brand-new furniture—a milestone we had never experienced.

Sadly, what should have been a joyful purchase turned into a 112-day nightmare, riddled with miscommunication, incompetence, delays, and hidden fees.

A Constant Battle to Correct Mistakes

January 11, 2025 we purchased a living room set, bedroom set, and two TEMPUR-Pedic LUXE Breeze Hybrid Medium Split California King Mattresses at Ashley Furniture HomeStore Alliance. Concerned about mattress firmness, my wife opted to exchange one for the soft model—but despite assurances, the salesman never corrected the order.

Days later, the wrong mattress protectors arrived, followed by billing issues, incorrect rails, order cancellations, and an inexcusable failure to deliver the correct mattress.

When trying to fix these errors, I was given the runaround, forced to call Guest Relations more than 14 times, endure dropped calls, and deal with an automated BOT-TEXT system—only to realize the store staff hadn’t updated any of my records according to GRT.

A Disappearing Salesman & Zero Accountability

Each visit introduced a new point of contact, as if the original salesperson vanished. The salesmen pushed blame to Guest Relations and advised me not to speak with them. Meanwhile, GRT assured me they had no records of store staff reaching out. Even when they finally scheduled a delivery, the order was wrong AGAIN—instead of a mattress, the delivery team arrived with an adjustable base.

Hidden Fees & A Broken System

Before our furniture was delivered, we were unexpectedly charged a $313 promotional fee—on a “no interest for 60 months” financing plan that was advertised as no interest. Still trying to figure out that.

At no point was I informed this promotion would come at a cost.

Additionally, the billing statement included $714 in unexplained new purchases, which no one could clarify. Edit: turns out anything picked up from the store is billed separately, this was for the mattress protectors. Doing this causes additional promotion fees.

Throughout this process, Ashley Furniture’s system failures, poor staff training, and disastrous communication turned a milestone purchase into a nightmare.

Final Thoughts—Buyer Beware

We finally received our mattress on May 3, 2025—112 days after our purchase. But by then, the 90-day exchange window had expired, meaning we never had the opportunity to try out the mattress before committing.

Ashley Furniture’s recorded calls mean nothing if they don’t improve their service.

If this review helps even one family avoid the wasted time and stress we endured, it will be worth it. It didn’t have to be this hard and why was it. What happened to customer service? What happened to doing the right thing?

I strongly urge customers to take their business elsewhere—unless you’re ready to fight a four-month battle just to receive what you paid for.

Please note: My original review is several detailed pages long but due to Google character count limits, I had to condense down to under 4,000 characters.

You can find the full review...

Revised review. My previous four-star review is based on a decade of purchases and experiences. You are only as good as your last encounter, which in this case is zero stars but Google does not allow that for some reason.... Still trying to figure that one out. We walked into the store, typical hounding by sales people trying to claim you as you walk in the door. The whole process of the sale is newer to me. First time that the salesperson pretty much took care of everything via their laptop. There really is no more checkout center therefore you really don't feel like you're going through the process of buying a car like it felt like on last purchases. Mine are glitches, this process was good. Our salesperson was nice. This is where things take a dramatic tailspin. On the day of delivery, which was actually rather quick (now I think I know why), I paid $170 for white glove delivery which was essentially taking the wrap off of four chairs that were already assembled and sliding them across the floor. Then taking a table, which was completely assembled aside for four table legs which took about 30 seconds to put on. They were out in less than 5 minutes. Did not see that every single chair had a defect in the legs that left them wobbly and uneven. One person saw this and did nothing about it. We called, they were going to send someone out and were going to send a chair leg kit, whatever that was. So this firm hired by Ashley to make their imperfect furniture perfect involves a robo scheduler, not a real person. We had something scheduled for 3 days out. On that day, they called to reschedule. They did that five more times. We accepted every single time we were given. Then on the 6th reschedule, it was the one time in the entire week that we were not able to be there and they just canceled everything out right. I called Ashley furniture to complain and reschedule. My sentiments fell on partially deaf ears. I did at least get something rescheduled, and someone is supposedly coming out in 3 days (mind you at the time I I'm updating this review it is now a month since we purchased and received this defective product). However, when I informed the rep that I was not going to pay $170 for sloppy delivery I was told that the manager from the store would have to call me, which of course still to this day has not happened. So, I just hope that we don't have the same dog chasing its tail experience when they call us to reschedule six more times in 3 days. If that does happen, this furniture will be loaded up and dropped off at the...

My daughter just moved into her first apartment and I, her mother sent her to Ashley’s furniture to furnish her first apartment. When I tell you this has been the most horrific experience for my daughter, I cannot put it into words how angry we both are and what we have been through. We purchased 4K worth of furniture to furnish my daughter’s apartment. We purchased a loveseat, chair, bedroom suite and mattresses. The loveseat, chair, mattresses, and nightstand were fine, but the entire bedroom set was used and damaged. We sent the bedroom suite back, and were told they would bring a new one out. My daughter who works as a nurse at night took off for the day they were suppose to deliver the bed. They never showed up. She was given the run around all day. The next day they showed up with more damaged furniture and slats that were too big. The drivers said someone would bring them the next day and the damaged drawers would be replaced. My daughter called customer service and they told her she needed to return the entire bed because the slats were assigned to a specific sku and in order to get that fixed she needed to return the bed, but the drivers would not come back upstairs to get the bed. They left and said they had to go to the next stop. Now we are here today, Day 3 and they were supposed to deliver first thing this morning to make it right. Guess what, she ended up taking off today to be given the run around and told this evening they had no record of her being on the schedule. They have now told us that we cannot speak to management for another 48 hours. We want to give it all back, but again they stand firm on there policy of not taking furniture back, yet you played child and forced damaged furniture on her knowing once the drivers left the apartment they would not come back, even though they were still in the complex. So, help me Ashley’s understand how she is forced to keep your horrible furniture, while you have operated in bad faith this entire process!! It goes without saying that we will never use your company again, but this has made my daughters first experience being on her own an entire nightmare. It has cost time, money and unsurmountable stress. We won’t stop until she gets what she paid for, but your bath faith efforts have been on display big time. We are kind and patience people, but this has been the most disappointing experience ever. Do better Ashley’s furniture and make this right for our...