Ashley Store — Local services in Gonzales

Updated again (9/15/20) it’s been 3 weeks since I was told I would receive a refund. I have called twice to follow up on it only to get no return call. It’s sad the poor service you get after they take your money. They sure didn’t wait 3 weeks to process my payment to them. Then I see the owners response who apparently doesn’t read these reviews or care if they do read them because I would assume I would have gotten an apology for the poor service. Very disappointed

Original post - We had a great experience shopping today. Z was super helpful and really took time to help us find what we wanted. Definitely will be back

Update: had to change my 5 star to a 1 star. Service all goes downhill after the sale. They are quick to process your payment but nothing after that point is quick. We made our purchase of two twin mattresses and a queen bed on 7/15/2020 and the mattresses we were told would take two weeks with the bed taking 6-8 weeks. Our first of 5 delivery times set up was 8/6 and then that got rescheduled to a couple weeks later and that one for a few weeks later she then that one for cancelled and rescheduled to 8/24 I believe. The night before the delivery a person from the delivery portion of Ashley called and told me the headboard for my order wouldn’t be in would I like to reschedule the whole delivery. I said no thanks as we had been waiting on the mattresses for over two months know (remember we were told two weeks for these). So, she left us on schedule to be delivered. Well, on delivery day no one ever showed up and I made a couple of calls to delivery center and no one there had any idea why we hadn’t received our order. They were going to check and call me back to which they never did. I called my sales person at the store and finally got in touch with her around 5 pm and she told me that they had received an email the night before my delivery that all deliveries were cancelled and that someone should have called me the night before. Well, the girl who called me the night before confirming that I did want my order delivered even though I wouldn’t have the headboard must not have been informed either. Seems only the salespeople at stores were but she didn’t call me either to let me know. So, she offered me a credit for the inconvenience to which I haven’t gotten yet (went by store yesterday and no one could help me other than my salesperson and she was out and is supposed to call me. The person who took my name and number told me that it normally takes 3 weeks for them to process refunds which is ridiculous. They don’t wait three weeks to process my payment on the front end of order) I did finally receive my headboard today as as scheduled on the 5th scheduled delivery date. The saving grace for my Ashley experience is the delivery guys. They were super nice and helpful.

I was also upset because no one at delivery or prior to delivery could tell me when my missing headboard would be in. The delivery guys said my salesperson should call me. She didn’t. I had to call her.

The other disappointing part to this is that I sent my daughter in shortly after to buy furniture for her new house based on my initial sales experience I am sure hoping I didn’t set her up for a bad experience when it’s time to get her furniture delivered.

I love the furniture but not sure I can shop here again or recommend based on this experience.

My order of two twin mattresses for our adjustable bed also came in not being the exact same so one is higher than the other which is disappointing.

I’ll be waiting to see if I get my refund as I was told I would since it’s already been over a week.

Wish I could have left my 5 star review as such but my experience after the initial sale didn’t...

I would like to share my experience regarding a recent purchase of two Nectar mattresses from Ashley Furniture, located on Hwy 30 in Gonzales, LA, and the ongoing issues I’ve encountered. First, I strongly advise against purchasing a Nectar mattress from this store. Despite advertising Nectar’s return policy, Ashley Furniture does not fully adhere to it and instead imposes its own set of policies, leading to a frustrating and unprofessional experience. I recommend purchasing directly from Nectar to avoid the complications I am currently facing.

To provide some context, I was instructed by Ashley Furniture’s customer service to purchase a memory foam topper and sleep on the mattress for 30 days in order to "break it in." After only three nights, I experienced severe discomfort—my body ached as though I had been in a car accident. I purchased two Twin XL mattresses, which were later determined to be defective by a service technician who visited on 8/30/25. Following the technician's inspection, he recommended that I receive a full refund. However, a week has passed and I have not received any communication or refund from Ashley Furniture.

When I visited the store and spoke with Matthew, the salesperson who sold me the mattresses, he confirmed that a refund request had been submitted. Yet, I still have not received any follow-up email or refund confirmation, despite providing the correct email address. Additionally, I was never sent an official email containing important documentation such as the receipt, warranty, or delivery details, which I later discovered was due to an error in how my email address was entered. As a result, I had no choice but to purchase a new mattress from a different store in order to get the comfort I deserve. I am deeply disappointed by this entire process, as I expected better service from a well-known retailer.

If this issue is not resolved promptly, I will not hesitate to escalate my complaint. I plan to file formal complaints beyond just Google reviews, send a demand letter to the local store, and, if necessary, pursue legal action through small claims court. I will not rest until I receive the...

This has been a terrible experience which is not over yet.

I purchased a sectional on May 9, and surprisingly, was promised the items would be available for pick up one week later. Not having a truck, I made arrangements for my father to drive an hour to help me pick up this product. No one called me on the pick up date, so I called your store with no answer after several attempts; I found an 866# who advised that the pieces were on "transfer."

Since then, I've been given 5 different dates. No one has ever dialed out to me, I am having to initiate every contact on every missed date. I have cleared my schedule 5 times and made pick up arrangements 3 times to get this furniture after receiving confirmation texts and emails that the furniture is scheduled. After several missed attempts, your company agreed to deliver instead of pick up. Those delivery dates also came and went with no delivery and no call.

I visited your store, who promised callback expectations that were missed; I had to call into the store again. No one ever answers the store due to being short handed and was advised I have to hope someone is near the phone to answer. In the last 48 hours I've been told the items would get here next week (June 10) to now July 27.

You took my money. You never call or call back. You promise dates and don't follow through. You are missing using the word "confirmed" as in "your scheduled delivery is confirmed for 10:30-1:30 on May 26".

I understand delays. I get there are crazy things happening in our economy. That's no excuse for having to beg for a response, for the customer to have to do the work, or for your representatives to give different information and pass the buck to someone else (the call center, the DC, the store, the ER ticket, the ship to/ship from coding, etc.) every. single. time.

I have begged before and I'm begging again - Please contact me -...