Ashley Store — Local services in Houston

UPDATE: 2/27/2025 @4:09 PM

At 12:57pm Sam from the Tomball Parkway store called. He talked very fast regarding the fact there is a leg missing from our bedframe. I tried to slow him down and walk through the situation as when we were at the store on Monday, 2/24/2025 we addressed the bed, it's the floor model and as is. We spoke about all the frame parts, they were all there we signed. He raised his voice to me and I replied to take it down a notch. He stated it's as is you can get a 4x and fix it. I said that's not acceptable, he said well we just noticed it's gone or we never recieved it originally. He said ill just call the driver and cancel your delivery. I asked to speak with manager or sales that we spoke with. He said DJ is with a customer but he will have him call me in 10 minutes and yall can figure it out. DJ called @ 1:15pm. He stated he just got into the store, he wasn't there prior with a customer. We talked about the situation and he stated we can get you a leg, it should have been there. He stated he was going to speak to Manager, Vanessa, tomorrow when she is in. 3:13 PM delivery arrived. Driver comes to door with 1 of the pillows we show him where to go. He stated he has a bed and a mattress we agreed and stated and you are taking the old mattress. He looked confused and walked to the room. He asked what is wrong with this mattress we stated it's not comfortable. He goes back to truck and cones back with headboard. My husband has to help him, he seemed to be struggling, he began to slide the foot of the headboard on the floor into room when I quickly said don't drag on floor it will scratch. We have polished concrete throughout. The second delivery guy came to door with a dolly and the 3 bed rails on it. I said just don't bring dolly in so it doesn't scratch my floors. He said it won't scratch, I said just don't bring it in. He got upset by me saying that. Grabbed one of the rails and walked inside. As they began to put frame together I said which leg is missing. He pointed it out, he said he talked to big boss and nothing will be done your keeping it. I took a few pictures and stepped away and called DJ back. The attitudes of the drivers were rude, I understand they have hard physical days but we were friendly as none of this was their fault. As they were getting ready to leave I asked where do we note the leg is missing, he stated you can't, I talked to the big boss, the district manager, and she stated you bought it this way. My husband then filled out the part of the screen, on his phone, that 1 leg is missing. I assume they will delete it based on their reactions. I then sent a message to sales rep stating this same thing. This is just unacceptable, the sales part of this transaction was great as you can read below. However, the execution is where they fail. So now it's a ping pong of a missing leg. Somehow went missing but only after we purchased, that's unacceptable. To have Sam, I guess assistant store manager, raise his voice and speak the way he did is not something that should be tolerated. Ashley Furniture needs to make good on their transactions, I understand our obligation but you can't change the terms after the purchase has been made. Nonesense this is where it is after such a positive interaction at store on Monday. Let's see what they do now...

First time at this location and it was the best by far. Raquel, apologies on spelling, was friendly upon us arriving giving us the space to look around. Then the store manager, another apology I can't remember at this moment his name. He was amazing as well, they worked together. The I formation he provided on mattresses was what we needed to make pur selection. He took the tine to show us everything based on our needs and wants out of a mattress. Gosh, I cannot say enough good things about our experience here tonight. Thank you to these two what a...

SECOND UPDATE Still have not received a word from Ashley furniture and it’s been weeks now.

UPDATE Funny how my review hasn't been responded too quite yet. They called me on Thursday 09/21 asking for me to send images....AGAIN. Sent them & got a response a few hours later stating "We apologize for any confusion. Our team is currently reviewing your case and will provide a response within 24-48 hours. Thank you for your patience". Waited until today (09/25) 2pm to contact them. Gave them the ticket number and they said I NEVER SENT THE IMAGES....Gave them proof that I did indeed send the images & yet they couldn't do anything. Called them & then was told that because I didn't originally contact them 72 hours after receiving the item there's nothing they could do. LOL...I did though & I told the woman that. She then told me there's nothing they can do until I brought up the ticket number...AGAIN stating that I provided them with a hell lot of proof for them to, at this point, give me a refund. The lady then stated I needed to now wait 72 hours for someone to contact me. I WILL NEVER BE ORDERING FROM ASHLEY FURNITURE AGAIN. Will continue to update my review as well until this can get resolved.

NIGHTMARE! ABSOLUTE NIGHTMARE! We placed an order on August 20th, received it on August 29th. The boxes on the outside were in perfect condition, however, when we got to a particular box of my sons bed almost EVERY piece of wood was chipped or had a piece of wood missing. I contacted them the very next day (unable to reach on the phone) so I chatted with them. They let me know that they were going to open a ticket. I gave it a few days before I called back & they let me know there was NO ticket that was ever opened. They then assisted me with opening a new ticket only for me to receive a text message on September 11th stating "we reviewed your service request and the issue reported is not covered under our manufacture warranty" clearly upset, I gave them a call only for them not to be able to find my order # or anything in regard to my account. After being passed to a couple of people they finally figured it out and said that it was rejected due to "scratches" not being covered. Livid I let the woman know (calmly as I know it wasn't her) that I provided images of the missing wood & chips missing. She then reopened the ticket & said I should hear something in 48 hrs. Once I heard nothing...AGAIN, I reached out again on September 15th letting them know I haven't heard anything. Went through the same song and dance where they couldn't find my account, had to pass me to someone else and they were finally able to find it. She then let me know the ticket is still open and pending, She said that someone should reach out by Monday. Here we are September 20th, AN ENTIRE MONTH SINCE I'VE PLACED MY ORDER. I called again, asking for an update only for them to not be able to pull my account up AGAIN! The rep then tried opening up another ticket, frustrated, I let him know that I didn't need another ticket open I needed the existing OPEN ticket resolved & just a replacement sent to my house. I don't understand how or why this has to be this difficult when I have provided said "evidence" of the damaged product and why I continuously am getting the runaround. Hopefully this review will grab the appropriate attention for someone to reach out to me and provide me with the...

This is solely based on the delivery experience and post sale support.

They are quick to take your money and do a good job at it in the store. However, good luck getting help after.

I bought a matress on July 12th, I financed with them and they didn't give me the paperwork before I left. Once I got home, I received via email loan terms completely different from what was said in the store. I left to the store again to get it clarified, I was close to canceling the order. The store reps struggled to explain it but managed to give me the printout, and I saw what they promised me in writing, so that's good.

Delivery was delayed since the financing didn't go through right away for whatever reason. Delivery comes July 31st, I'm excited to finally have a new matress. The team was good and quick, but they didn't bring the box frame. Apparently, somebody separated the frame to another appointment since the box frame got backordered, and I was not informed.

Now I'm stuck with a matress and no box frame. Keep in mind that in order for them to honor the 90-day comfort guarantee, the matress has to be covered and clean. I was told to put it on the floor, so let's see how they act if that claim happens. I called multiple times to get stuff sorted out, maybe get the box swapped for a different brand or size, I don't care at this point.

I called, and I always got the run around of "your sales person will call you back," which they don't, I always find myself doing the calling. Only once did a manager call me, they explained what happened and said "I will call you by the end of the day or first thing in the morning" Never got a call, called again and they were off the next day.

Called again today, August 3rd, asking about the box frame. Apparently, somebody switched it to pick up without telling me. No, I didn't ask for that. I was told delivery on August 10th, and now I'm told to pick up August 13th. Of course, I got the "I'll have your salesperson call you in 10-15 minutes." it's been almost an hour now. I don't expect a call back. Im to the point of renting a truck to pick it up myself and be done with them.

Service has been mediocre at best. What was supposed to be a purchase and install with a week or two at most is on its way to becoming a month long tedious and grueling game of "the phone game" I gotta take more time off of work to make this work. It's frustrating,

I wouldn't be mad if the proper expectations were set in place and there was clear communication. I work in sales, so I understand a lot of these variables. Under promise and over deliver is what I practiced for years. Im experiencing the opposite. I just feel I'm getting told stuff to just get off the phone at this point. I'm managing my own order, I should have just bought it online.

I'm getting a house next year, and I heavily considered this place to furnish it since my inlaw worked for the company, but after this, I'm either shopping online or just with a different retailer. This wasn't no crappy little 400-800 dollar matress. After taxes, the sale totaled right at 3200$

First purchase and ended with a bitter taste. Do...