Ashley Store — Local services in Humble

This is long and for that I apologize, but please read this before you make the same mistake buying furniture that I did.

The trip to purchase the sectional and bar stools was quite easy. They had exactly what we wanted. We were in and out in 45 minutes. They assured us we’d have the first part of our order 10 days later and they did not disappoint when they emailed the confirmation the night before, but that was the last of the positive experiences.

When the delivery men showed up they refused to touch our old couch. Mind you the salesman had guaranteed they’d move it out of the way and said they’d likely put it on the street, so I didn’t take off. I left my 100# wife at home to handle it. So needless to say when I heard they wouldn’t help her; I was aggravated. When I heard that they laughed at her as she struggled, I was hot. I called in to customer care and spoke to Rahim who was gracious and agreed to follow up with the delivery company and assured me he’d let me know the outcome. He also credited half of the delivery to me, which I thought was nice but not necessary. I just wanted the men who disrespected my wife handled. Again, he assured me he’d follow up, but never did.

Fast forward to the next delivery, that should’ve contained the remainder of my order; they confirmed twice and showed up without the bar stools, even though they’d confirmed it.

Several phone calls later and they couldn’t find them.

A few more phone calls and they assured they’d be there the next day. No call no show.

A few more phone calls and they’d be out the next week. They confirmed, then called and cancelled.

This went on for a total of 5 trips.

Fast forward to finally getting someone that would “help” Connie Simmonds, at corporate, made us feel that she understood our issues and would make it right but never did.

She remained reachable by phone and finally agreed to pick up the couch and give a full refund, because at this point neither me or my wife believed we would ever be able to get service work done on our family’s couch.

Two more broken promises for return calls and a needed rescheduling, that was never processed, and we get a call from a rude delivery driver, while I am in the hospital, stating he was at our house to deliver(although it was for a pickup).

We finally get the woman “in charge” to call back and find she hadn’t followed through with getting the pick up rescheduled. At this point she confirms that it is set for the following Monday, only it wasn’t; so we waited all day till night when they sent a delivery crew back, once they returned to the shop at the end of their day.

Then they finally get it and we wait for the refund. A week goes by and nothing. By day 10 we get about 10% of what we’re due and a phone call requesting we schedule our pickup. Only the furniture had already been picked up.

At this time they confirmed they had never processed the refund. Several more phone calls with promises of a call back and we still do not have the refund.

They were nice enough to send me a confirmation and assured me it would take no more than 48 hours to hit the bank. Only its been 72 hours and my bank advises there is nothing even pending.

Another fun fact is that the amount they sent a receipt for is not the full amount, so even if I had the money I’d still be down near $400, on top of all the days off and time on the phone wasted.

I’m relatively certain I’m gonna have to lawyer up to get anything done which is unfortunate.

If you are considering buying furniture please read this and take it to heart. I’ve been patient and have attempted to take the high road each time they have broken promises but I’m at a total loss on this and am choosing to just warn each of you in hopes of saving you all the trouble.

Save yourself the time and trouble and go anywhere but Ashley for your...

My initial experience with the Ashley home store was positive. I purchased what I believed was high-quality furniture. I paid approximately $3400 for my sectional from Ashley Furniture. I had a good representative who I liked. Since I have made the purchase, I have been nothing but utterly disappointed with the lack of commitment that Ashley furniture has to customer service. They do not deserve a star, but I am required to at least give them one star. My issue with my sofa started in September 2023. The sofa was purchased new in April 2023. The sofa Cushioning has had issues. I waited over a month for a technician to come out and fix The problem. Less than a couple weeks later the same issue surfaced on the same piece of the sofa sectional. I contacted Ashley again three different times and submitted a warranty claim. Thinking it was resolved. I called to find out when they were going to send a technician and they indicated that I had never called into submit another warranty claim. So I re-filed another claim and the customer service representative asked me to flip over the couch to get a label. There was no label, but I discovered that the dust cover was installed terribly which Dropped my confidence in the repair process. I have attached these photos to show the workmanship. According to all of the customer service representatives that I have spoken to there is a standard, and that is not factory Standards. due to my findings, I requested that Ashley just replaced the corner section. Even though the photo showed that the technician did not do the work correctly, they said their process was to try to repair it again. At this time I decided to go into the store and speak with the manager who indicated that Ashley does not allow them to do anything on a customer service level other than sell their product. He did ask me to send photos and that he would send the information to someone he knew to see if he could do something. Unfortunately, the manager did not follow up with me and there was no change in the process. I am still stuck in repair purgatory trying to get parts for my sofa. It is now December 20 and I’ve just had another outstanding call with Ashley. I was to receive my parts two weeks ago and now they are telling me the first week of January. I was hoping to relieve myself of this issue in 2023 but I guess we’ll be carrying it over in 2024. My biggest complaint with Ashley is on the customer service side. There is no urgency to deal with these issues. And there is a lot of generalized answers that mean nothing. I spent my hard earned money with the company that I thought I was buying a quality product. I did not get a quality product and I do not have a company that is backing up their product. Based on this experience, I would not recommend purchasing any products from Ashley furniture. Yeah Brian Link

Just an update to my issue Ashley has still unsuccessfully repaired the problems on my couch. I have had four technician trips to my home, and none of them resulted in any repairs. They keep sending parts and resending parts and they keep sending the wrong parts. It is a constant cycle of horrible customer service. I hope to someday update that I have had my work completed. Original estimate do time of delivery on the parts was December 20. I think they met 2024. Ha ha anyways Ashley is very unreliable on the customer service side if you...

UPDATE 6/10 The sofa of the sectional is damaged on the frame which prevents completing the sectional in full formation. I contacted the original salesman and he then gave me a number to call to handle the issue. I called that number and was told someone would contact me within 72hrs to send someone out to correct the issue. That was 2 weeks ago and still no call. I’ve called the store and no answer. The automated system saying the store is closed and call back during normal business hours then hang up. All my calls have been between 2-7pm well before the store closes. I go to the store in person and is greeted by the original salesman (Gary) of my order. Told him why I was there and needed help getting the issue resolved. I asked for the store manager (Nick Thomas) who also helped with the order and was told he no longer works there and they’re having issues with staff. Not sure how true that is but anyway. I then was pointed out to the current store manager (Andy) that day on 6/8/23. I sat and waited for him to finish talking with a person he was talking to. He walked over to where i was sitting & I explained to him what’s going on, what I’ve been through so far and that I just wanted it resolved as it’s been far too long already. I showed him pictures of the damaged frame and how the sofa is still wrapped in plastic showing it haven’t even been fully assembled or sat on yet. He commented on my patience with the issue. I suggested that I can take the sofa back to the warehouse myself in exchange for another one. He told that would have to be a special request for that to happen. In that moment I don’t see why he didn’t request it himself and solve the problem right then and there. He began to tell me they’re having issues with the phone and things are delayed and he has a list of similar issues he have to turn in to his manager (Shan) who would be giving me a call Friday evening about my issue. Well today is Saturday evening and I haven’t received a call. I’ve called the store multiple times again today and still no answer and same responses from Thursday. This is unacceptable. I just want this resolved just as fast and aggressively as making the sale. Please help get this resolved!

Pleasant shopping experience. We didn’t anticipate purchasing anything from Ashley as we had the store and item we planned on buying from in mind. Just went in to see what Ashley had on display before making the initial purchase from the other furniture store since they were close n proximity. Turned out we found a sectional we liked and didn’t make it to the other store. The salesman was great with showing up different price options based on the setup of the sectional. Offered a nice discount to secure the deal & explained the policy of returning if there’s an issue with the selection as far as fitment in the area. That made us feel more comfortable with making the buy so we closed on the deal as it’s a win win situation. If it fits well great. We have a comfortable stylish piece. If not we get refunded to purchase something else. The extended warranty option was a...