Ashley Store — Local services in Grapevine

BUYERS BEWARE In store experience was good. Gavin was nice and helpful. What sold us was Gavin talking about his focus on his customer service. Follow up experience has probably been the worst customer service experience we have ever had. After a couple months of ownership, my wife and I spent hundreds to have a bug expert confirm that Ashley’s Furniture did not treat their wood properly and our wood furniture was infested with wood boaring beetles that were now hatching and chewing their way out of our wood furniture. Neither our yard, house or other furniture had any signs of these beetles. After countless hours of being on hold, and weeks of being promised a call back, we were strong armed into taking a new set since Ashley’s Furniture was adamant they would never sell such a product. We were told they wouldn’t be picking up the infested furniture and we were responsible for discarding of it. Fast forward a couple weeks and the new set arrives. We are forced to spend an hour on the phone pleading to an agent that we were told to discard of the furniture since the delivery team said we were out of luck since we didn’t have a set to exchange for the new furniture. It’s not until we forward them THEIR OWN EMAIL showing that Ashley’s Furniture instructed us to discard of the furniture that they start to unload the items. Upon unpackaging we find the same wood boaring beetles in the SECOND set of Ashley’s Furniture The delivery guys were astonished. They made a few calls and quickly put the furniture back in their loading truck. Leaving us with NO FURNITURE. Even after the second infested set of furniture, I am battling with agents who take no responsibility. I’ve talked to over 5 “Customer care agents” and had the same conversation 5 times since they don’t track your conversations or messaging to share with one another. Up to now, I have no furniture and no refund and im currently trying to prove to the 5th agent that I was told to discard of the initial items by one of their fellow associates.

Throughout all of this… Gavin is of course M.I.A. I guess once you’ve seen the commission $ hit your account, anything outside of selling you more furniture is outside of his “customer service” duties.

If you’re going to buy furniture from this company I would recommend asking to speak to the owner or operator of the store and get in writing, that you will be taken care of if you run into these wood boaring beetles. This is my 2nd set, I’ve seen others post online about it and I’m convinced this is a warehouse wide problem.

*I have pictures/screenshots to back up all claims made...

We actually purchased a living room, dining room, and bedroom set 2.5 years ago when we bought a house. Initially we had so many issues getting our furniture delivered to us and at that time, I considered posting this review but then I changed my mind but we now have had more issues. In the beginning, they scheduled us for delivery but then we would get another call a week later saying they needed to set us up for delivery. I told them we were already scheduled for delivery. They actually did that to us twice because they had to make two deliveries because part of the order had to be shipped from the warehouse. We actually had 2 accounts. One in my husband's name and one in my name so each account had each other's information. They had put my phone number on his account and his phone number on my account which caused us great grief recently. We made this purchase because of the 5-year no interest offer. Well, a couple of months ago, they apparently made some changes to their account system and as I was logging on to my account, it said I needed to reset my password. By phone, it asked for my social security number and my zip code. The computer tells me that my phone number, my social and my zip does not match the info in their files so I couldn't reset my password to access my account. I never could speak to a representative. After figuring things out on my own, I discovered they tied my phone number to my husband's social and to our old address' zip code and they tied my husband's phone number to my social and our new address' zip code. Once I got logged in to my account and my husband got logged in to his, we noticed the minimum payment due had doubled. After several calls to customer service and being on hold for at least an hour each time, I finally got to talk with someone. After some crazy explanation of why our payments doubled, they told us next month, our payments would be back to normal. Well, it is "next month" and our minimum payment is still doubled our usual amount so whereas we should have until Jan 2027 to pay them off, one account (based on their doubled minimum payment due) will be paid off in April 2025 and the other (based on their doubled minimum payment due) will be paid off in June 2025, a far cry from Jan 2027. I know this is long but I see all the positive reviews on here but our experience was and is far from positive. We will NEVER buy from Ashley Furniture or any business who uses TD Card Financial Services to finance their customers. We had other issues but I think you...

I regret to share my harrowing experience with Ashley Furniture in the hope that others can be spared from the frustration and inconvenience I have endured. While it’s January of 2024, Im still going back and forth for the furniture that I paid in full in July of 2023. Below I highlight my issues:

I purchased a bed from Ashley in July of 2023 and, unfortunately, my entire experience has been nothing short of a nightmare. Here is a summary of the ongoing issues I have faced:

Incomplete Tools for Assembly: Upon delivery, the Ashley team did not provide the full set of tools required to assemble the bed.

False Promises and Poor Communication: Promises were made by the delivery team to return for assembly, but subsequent calls to Ashley revealed that there was no order placed for the necessary tools.

Delayed Delivery of Tools: After weeks of waiting, the tools were eventually delivered, but the promised assembly scheduling did not materialize.

Inability to Assemble - Unspecified Issues: Multiple attempts were made to schedule assembly, but the crew that finally arrived in November reported that they could not assemble the bed due to unspecified issues.

Insurance Inspection Reveals Safety Concerns: In January, an insurance inspection revealed that the bed was damaged and posed safety risks. The insurance representatives recommended an immediate replacement.

Failed Replacement Attempts: Despite rescheduled delivery dates, Ashley only sent the footboard and headboard for replacement, not the entire bed.

Ongoing Delays and Frustration: Subsequent attempts to rectify the situation have been met with further delays and incomplete replacements, leaving me without a functional bed.

This prolonged and distressing experience has severely impacted my daily life and well-being. The lack of accountability and the repeated failures in customer service have left me with no choice but to express my dissatisfaction and warn others about the poor service provided by Ashley Furniture.

I urge potential customers to reconsider their decision to purchase from Ashley based on my unfortunate experience. The unreliability of their products and the indifference towards customer satisfaction have been deeply disappointing.

In conclusion, I strongly advise against choosing Ashley Furniture for your home furnishing needs, as my ordeal highlights a complete disregard for customer well-being and...