Ashley Store — Local services in Frisco

I recently had an extremely disappointing experience with Ashley Furniture, one that has left me feeling misled and frustrated. As a long-time customer, I expected a certain level of professionalism and transparency, but my recent interaction with them has completely shattered that expectation.

My ordeal began when I purchased a mattress from Ashley Furniture. During the sale, the salesperson assured me that there was a flexible return policy in place, allowing me to return the mattress if it did not meet my expectations. Taking their word for it, I proceeded with the purchase, confident that I could return the product if needed. To my dismay, after a few nights of discomfort and sleeplessness, I decided to return the mattress. That’s when the true nature of Ashley Furniture’s return policy was revealed. Contrary to what was assured at the time of purchase, I was informed that mattresses are non-returnable but can be exchanged. They do not have any mattresses that meet my needs to constitute an exchange. When I came back to the store to discuss the discrepancy, I was met with indifference and a lack of accountability. The salesperson who made the promise was suddenly unavailable, and the manager I spoke with showed no willingness to rectify the situation. They repeatedly referenced the fine print and to call the 800 provided, dismissing my concerns despite the clear misrepresentation during the sale. Calling Ashley Furniture’s 800# did not get any better. Their representative kept referring back to their policy and not accepting responsibility for what their store representative verbally said. To make matters worse their phone representative supervisor Alicia raised her voice and hung up on me.

Throughout this experience, the customer service at Ashley Furniture has been woefully lacking. Not only was I MISLED and lied about an essential aspect of my purchase, but the response I received when trying to resolve the issue was dismissive and unhelpful. It was evident that they prioritize sales over customer satisfaction, and their unwillingness to address the problem has left me feeling undervalued as a customer.

I am writing this review to strongly caution potential buyers about the misleading practices and poor customer service at Ashley Furniture. It is crucial to double-check the terms and policies, especially when dealing with high-value purchases. Unfortunately, based on this experience, I cannot recommend Ashley Furniture to anyone looking for a reliable and customer-oriented furniture retailer. I hope this review serves as a wake-up call for Ashley Furniture to reconsider their approach to customer relations and ensure that their sales promises align with their actual policies.

2/25/2025 UPDATE. Ashley Furniture responded to my review and asked for me to contact them in order to find resolution. It was very disappointing to hear Ashley Furniture state the same statement from our last conversation. To make matters worse, I spoke to a escalation manager and was told I will be getting a call back to find resolution to this matter. It has been 4 days and no call back. Business' are not defined by how much they sell. A company who truly cares for their customers show their character when their is something wrong. Selling is the easy part. Taking care of your valued customers is the what defines a company. Ashley Furniture is not a good company. i STRONGLY SUGGEST TO PURCHASE...

The most bad experience ever on my life if you looking to buy a new furniture, make sure you don’t stop by any Ashley furniture stores. It’s a huge scam even the insurance policy I’ll never had a bad experience same as this furniture purchase from Ashley furniture store me and my wife stopped by Ashley furniture store on March 13. We purchased living room dining room and king size bedroom and mattress so it’s a huge amount for financing specially in this days long story short I’m gonna leave some pictures on the end everybody can take a look at it and tell me if I’m right or wrong i give them a call on May 1 complaining about the living room sofa loveseat and one and a half seat if you sit on them, you dive inside you almost sitting on the ground something broken from inside they send a service gentleman to check the furniture on June 4. He told me you were right something broken he take. Photos and leave notes in his tablets and he said somebody will communicate with you very soon. Few hours later a lady called from the head corporate she said and she said oh I reviewed the photos and complaining about your living room furniture look like to me it’s nothing wrong with it so there is nothing we can do, are you serious guys been back-and-forth text messages emails with every time random people I have to tell the story all over again you telling me there is nothing you can do to me. I’m gonna leave some photos and I need people to look at it and see if this is fair or unfair, but trust me every single dollar you make after you sell this furniture to me it will be not clean money. I told the girl all I need just send someone pick up this furniture. I will stop by the store select model with a different model. Maybe it will be better than what I take the first time and I’m willing to pay a little extra. I’m trying to work with you guys. Is that how you’re treating your customers, very bad very bad customer service. I will never forgive you I will leave it for God. He will take care of it. please if you read my review, take a look at the picture for the furniture and tell me is this furniture look like only about three months old!!!!

Update since I right this review till today nobody communicate with me the store owner have a time only to respond for the good reviews, but after he take my money and put me on loan for the next five years, he doesn’t even bother his self to respond to my review, I’m still waiting till when somebody communicate with me

Update Today is July 29 till today. Nobody respond last week the three seats couch. The base broke. I called Ashley furniture Head corporate. Nobody respond. They didn’t even want to listen to my conversation. Tell me what should I do are big huge scam the moment they involve people to a bank loan for the next five or six years and they got the money they don’t have the after sale customer service I have no idea what to do if somebody know what should I do or any phone number for customer protection please leave me a...

Complaint: Misleading Sales Practices and Denied Mattress Exchange at Ashley Furniture – Frisco, TX

We purchased a Tempur-Pedic mattress from Ashley Furniture (Frisco, TX location) for approximately $6,700. During the purchase, we were undecided between the firm and medium models. The sales representative MARWAL assured us that we could exchange the mattress within 90 days if we were not satisfied with firm one. Based on this assurance, we proceeded with the purchase.

Unfortunately, the firm mattress caused significant back pain. We waited the required 30-day adjustment period and then contacted customer service to initiate the exchange as directed by the sales rep Marwan. To our surprise, our request was denied on the grounds that we did not purchase a $130 mattress protector from Ashley during the initial purchase.

At no point during the sale were we told that buying the protector from Ashley was a condition for the exchange policy. In fact, we explicitly asked the sales representative about mattress protectors and exchange policy repeatedly, and we were told that if we had one at home, we wouldn’t need one. Had we been informed that this was a mandatory purchase to secure the exchange right, we would have gladly bought it—especially considering the large investment we were making.

When the store supervisor asked Marwal Garadal—the sales associate who initially assisted us—why he sold us the mattress without informing us about the protector requirement, he falsely claimed that he should have had mention it. That is simply not true. If he had, we certainly wouldn’t have hesitated to pay $130 on top of a $7,000 purchase.

Now, Ashley Furniture is refusing to assist us, and we are left with a $7,000 mattress that causes us physical discomfort. This feels like a classic bait-and-switch: we were promised a 90-day exchange with no mention of protector, and now that we need to use that option, we are being stonewalled over an undisclosed requirement.

We request that Ashley Furniture honor the original promise made at the point of sale and allow us to exchange the mattress as agreed.

PS: While we were calmly speaking with the supervisor, another associate named Bronte Funches approached us in an extremely disrespectful manner, interrupting our conversation to say, “I’m helping my customer here, can you talk somewhere else?”—even though we were calmly speaking to the supervisor and not disturbing anyone. Her tone and behavior were highly unprofessional.

Ironically, the customer she was supposedly helping came up to us after we left the store to ask what had happened and apologized on behalf of the store for the way we...