Ashley Store — Local services in Fremont

Review Update: I'm writing to provide a positive update on my previous review regarding my Ashley Furniture purchase. On April 27th, the store manager reached out to me personally. He expressed concern about my situation after noticing my review written, and confirmed a delivery date of April 30th.

The manager sincerely apologized for the trouble I experienced with Ashley Furniture's customer support team. He actively listened to my concerns and empathized with my situation. He then explained the issue with my order in a clear and understanding manner.

It's important to note that the in-store staff appears to be separate from the central customer support team. While my experience with the phone support was frustrating, the store manager and his team demonstrated genuine care and a commitment to customer satisfaction.

In light of this positive experience, I would recommend contacting the store directly if you encounter issues and are unable to visit in person. My experience suggests that store staff are empowered to provide solutions and prioritize customer needs.

Overall, the store manager's intervention significantly improved my experience with Ashley Furniture. He exemplifies the kind of customer service that builds trust and loyalty. Initial Review: (1 Star) I recently arrived to California, I urgently needed a bed upon arrival. Ashley Furniture initially impressed me with their selection. However, my experience went downhill after purchase.

On the date of purchase, I bought a bedroom set with a promised delivery date of April 25th. A few days later, I received a confusing voicemail regarding the delivery. When I called back, the representative simply apologized and confirmed the April 25th date on their system, offering no further explanation.

Hoping for clarification, I called again the next day. Unfortunately, no one seemed to have any information about my order status. Finally, on a third attempt, I spoke with someone directly at the store. They informed me that missing parts had delayed my delivery by four days, with a new estimated date to be confirmed by phone four days prior.

As of today, April 25th, I haven't received a call, and my attempts to reach the store have been unsuccessful. Disappointingly, this lack of communication and missed delivery have left me sleeping on top of my luggage, with no clear idea of when I can expect...

Horrible experience so far. Please be VERY CAREFUL with buying from Ashley and particularly at this store, and fully understand the terms and conditions.

End of April, we bought two nightstands from this store. At the time of buying, of course the sales person was all sweet and promised the top service. "Any problems with the delivery, please call me, I am here for you". This was all fake, as I found later. He didn't take any time to explain the return policies.

The delivery happened 2 weeks later. The two guys who delivered were careless. One of them bumped the nightstand twice on the door frame and wall. They were in a rush to leave, and shoved a tablet in front of me to sign indicating acceptance of the delivery. It was a big mistake for me to sign!

After they left, I went back to inspect the nightstands, and for one of them, one of the drawers was badly chipped at the back, to the point that you can't keep anything in the drawer. The base will fall off! So I immediately called customer service, and they said I have to send them photos so that they can evaluate and then they will send a technician to fix it. I told them the experience was not good and I wanted to return the nightstand. They told me to contact the store if I want to return.

When I contacted my sales person, all the service-promises disappeared! He said that their policy is not to accept returns after the delivery is signed. He flatly said he couldn't help and I have to work with customer service to get the drawer fixed. I asked to talk to the sales manager and he promised me that the sales manager would call me back. That was 3 weeks back - so far, no call!

Meanwhile I send photos of the damaged drawer to customer service. They acknowledged it's broken, and they would send a replacement drawer in 7-10 business days. After 10 days - no replacement drawer yet! I call back, and now I am told that the drawer is back-ordered, and there is a 2-month delay. I asked for replacement of the entire unit, they have said they would call me back in 2-3 business days. Will see ...

Bottom line: DON'T ACCEPT FURNITURE VIA SIGNATURE UNLESS YOU ARE SURE NOTHING IS BROKEN / DAMAGED. FULLY UNDERSTAND THE TERMS AND CONDITIONS AND RETURN POLICY AT THE TIME OF BUYING. DON'T FALL FOR FAKE SALESPERSON PROMISES WHO ARE INTERESTED IN ONLY SELLING AND ZERO...

Aslhey is a disappointing place for selling beds, one of the most horrible experiences of my life. I would not buy there again and I would not receive anything even if it was free. I share my experience so that you can be sure of what you buy and do not have bad experiences.

I heard the Aslhey ads on TV and thought it would be a good place to buy a new bed for my son and we went there on sale everything was fine and very friendly I thought everything was fine and I bought the bed but when something is too good to be true it is not and then the headache started when they took the order after 5 days it turned out that they only sent me the mattress and the headboard of the bed when I was supposed to have paid for a complete bed they expected me to put the mattress on the floor it was disappointing and more knowing that my son was waiting for his bed I did not accept the product and I called the store that I would return it and they took it away I would not accept something like that then they contacted me saying it was a seller's mistake and they would send me the rest of the bed in 8 days I asked them what I would only accept if they sent me the COMPLETE bed otherwise I would not receive it and they informed me that I would receive it COMPLETE and I accepted but it was another disappointment they came back and brought a large part of the bed but always with missing pieces I think there are too many mistakes by  part of ASLHEY because for god's sake it's just a bed how can it be so complicated to buy something like that I no longer wanted to deal with them and the septe I will buy the missing pieces in another store but what a nuisance and disappointment I will not buy from...