Ashley Store — Local services in Fort Worth

We purchased multiple pieces of bedroom, kitchen, and living room furniture with Jen in November 2024. Our primary reason was my career military husband had past experience volunteering to assemble Ashley furniture for unhoused veterans in Tampa FL and he was under the impression the company valued community and customers. Jen was helpful and shared her contact information, but when our problem became too large she gracefully bowed out. Although the store manager is not in charge of delivery it is not unreasonable to expect them to assist on a customer's behalf and to my knowledge they have not helped in any way. On December 28, 2024 we were delivered damaged/used furniture to our new home (leather worn, filthy, nails/staples coming out the the back of the couch, and the wood base disfigured). I REFUSED delivery of the total sectional order and told the movers to take it all, but they only took one piece. Then one worker started the truck while the other worker ran out saying their truck was full and they couldn't take the other pieces. Within a few minutes I received a text saying order complete and the furniture was signed for which was NOT true. I messaged Jen who gave me the number to call the Escalation Department. On Jan. 8, 2025 another delivery was scheduled. Upon arrival the driver's demeanor was unpleasant, he entered our home and said "I need to take pictures". I explained pictures had previously been sent to Ashley and his response was that if he didn't think pieces needed to be changed out he would not change them. At that point I told him no, all pictures had already been submitted and all pieces needed to be delivered he then said he just needed pictures for his service, so he took pictures. My husband explained our terrible prior delivery experience and how the damaged furniture was left. They both agreed it was a new day and proceeded with the delivery. We recorded the movement of furniture and what we saw was just one man dragging the large furniture pieces (no dolly used) from the front of the truck to the back then loading them onto a motorized lift to be lowered to the ground unsecured while the other mover watched from the sidelines. We then saw it fall off the lift and crash into the street. I shared the video with our salesperson and the driver's comments telling my retired disabled veteran husband that he could figure out how to inspect the sectional in the street. My husband told him he could not inspect them in the street since the pieces were standing on their side half wrapped and had just fallen into the street and that it was supposed to be "White Glove" delivery. The mover lost his patience knowing the event was recorded and said "he wasn't dealing with this" and he wasn't going to deliver. I called our salesperson and explained the awful experience and she said she would call the Escalation Department. Later that day I called her back; she apologized for the poor service and said I'd receive a call back in 24 hours, I did not receive a call. I called customer service the following day and was told the Escalation Department should call within 72 hours, I did not receive a call. Two days later, I sent a text to our salesperson, but unfortunately reached her on a day she wasn't feeling well. I briefly shared our current situation and apologized for bothering her. The next day she informed me that it was out of both her or her manager's hands and the ticket order was closed and it was up to the supervisors, however my our order is still Open. It has now been 14 days since the last delivery debacle and we've not received any communication from Ashley. We paid in full, we opened our home to strangers that were unprofessional and disrespectful and it is time Ashley/DSG and their employees take responsibility for their products and services. This has caused a great deal of stress and we're unable to make our new home a comfortable space with dirty damaged furniture taking up space. We want a full refund and for the pieces that were left in our home by the first delivery...

City View Lake Mattress issues. Ryan was my salesperson. I bought the mattress but was not certain it was the right one. I went back in before my mattress was delivered i told Ryan I wanted to get the firm instead of soft as it was not delivered yet. Ryan coerced me to keep it. At that point I got the feeling from Ryan by his tone of voice and shortness with me it would be a hassle. So Ryan coerced me into not changing until after my 30 days. After a week I went back and wanted to exchange because it was hurting my back. They said I had to keep it for 30 days. They could not do anything for me until then. So I started sleeping in a different room for that 30 days so my back would calm down. I called the customer number they gave me but they could not put me in system yet for the exchange until the 30 days. I went back into Ashley’s several times to try out different ones so I could be ready to exchange when 30 day trial was up. I also noticed he seemed be be talking down to another employee. I thought that was unprofessional. At this point I did not want Ryan to help me anymore. He is rude and disrespectful also he stopped listening to what I was trying to express and became defensive and appeared as he did not have the time of day for me. But hey… he already had my money so I guess attitude changes when they got the green in their pockets already. He basically sent me away until 30 days cuz there was no point in talking about it right now. He keep interrupting me and telling me what I want and don’t want. So I went home and got on line to research some more about the mattresses. I sent pictures to them of some I was interested in and found out they were not eligible exchange AND I could only exchange the ones on the list that I signed. I questioned that because some of the brands were on that list. Well just because they offer that brand doesn’t mean they will sell or even order the model they don’t have on the floor even though they carry the brand. EXAMPLE: i asked about the Sealy Posture Pedic High Point Hybrid Firm and even though they carry the Sealy PP HYBRID FIRM they would not order it. I could not get a step up to the high point mattress because it was not on the floor. The High Point is simply the newer version of the other one and cost $400.00. The difference is the new one has another layer of foam or gel or something added to it. That is the most ridiculous thing I’ve heard from a store. By this visit I was irritated with responses I got regarding my exchange. Ryan started becoming a little short with me and had neglected a couple of details that would have made me think twice about buying a mattress from ASHLEYS. Ryan’s demeanor changed towards me because I kept questioning him about these little things and mattress they didn’t have on the floor but I wanted it ordered. NOPE. There were about 3 mattresses I picked which they carry the brand but did not have that model in store. They have in the warehouse but they would not order it. That was very deceiving. I am not very happy with this experience. PS. I have shopped at Ashley’s for years. But I’m done with them all because of the mattress dept. I was supposed to get a call back from the manager so I could discuss ordering the mattress but did not. On my 3rd call I was able to be connected with one. She verified with her manager I should be able to order the mattress unless it says OnLine only. FYI I was not asking for an online only. I called the store where I got my mattress and told them what was said but got the same answer that they cannot order it. So ridiculious! They carry the brand and they carry the model but that model is not on display so they won’t order it for. DONE...

I would like to share an experience with a recent purchase made with Ashley. I decided to buy 2 more chairs to add to my daughter’s kitchen table. The order was placed online and salesman was very helpful. The chairs were delivered using a drop off on porch service not assembled. One of the chairs was missing parts and a call was made to customer service. They said a claim was made and the part was on back order and can take weeks to receive. I begged them to please replace the chair and waiting weeks was unreasonable. They told me they will not replace and waiting was my only option. Of course I got angry because this was unacceptable. This was not a special order but a simple kitchen table chair in stock. I even said the chair could be brought back to the store or warehouse but was told if I did that it would be considered abandoned furniture. I did spend at least 3 days with multiple calls waiting probably a total of 3-4 hours only to have my last conversation with a woman representative who was a “higher up” say she would not accommodate my request either. Of course I was annoyed and voiced my opinion and she actually said she will no longer speak to me about this issue because the chairs weren’t delivered to me. Excuse me I PAID for them and that was my order placed. So please be aware Ashley furniture can deliver damaged products to your home and you can wait weeks for replacement parts because you have no other option.

As for the table and chair delivery that was an experience as well. Delivery was scheduled for April 8th between 5-8. Delivery service showed up at 10 pm with the wrong chairs and correct table. We were told someone will reach out within 24 hours to correct order. We received no call and had to reach out to them and again no apology. Again I begged that since it was their mistake could it please be delivered within 2 days. They said no and communication then was done with a text to reschedule a delivery the following week. Extremely disappointed with how they treat their customers. I had to purchase 2 more chairs from another company because waiting weeks for a part that is on back order while this product is stocked and inexpensive is unacceptable.

The response to me is a joke telling me to call or text the AI chat bot. I have already spent almost 4 hours with many different agents trying to resolve this issue. Every employee told me your policy is to have the customer wait for a part on back order. Clearly that option didn’t work so I needed to share my experience because although your AI generated post looks sincere it’s not truthful and just more wasted time on my end with no solution. At this point all I want is a refund and you can have the chair back. I would never trust that chair to be sat in if it was able to...