Ashley Store — Local services in Katy

I ordered furniture August 25, 2019 for delivery August 31, 2019. The in-store process was mostly fantastic. The salesman was great and did what he was supposed to do. The manager in-store was good as well.

I was scheduled for delivery between 9:30 am and 12:30 pm. I received a text message at 10:02 am that my items would arrive within 45 minutes. At 11:09, I received a call from someone stating they were with Ashley Furniture and asking when I would return home. It took me several minutes to actually figure out what this person was asking because she was mumbling, so I had to ask her to repeat herself. When I figured it out, I informed her that I was at home. She mumbled something else that was unintelligible and hung up.

A few minutes later, I looked out my window because I was wondering why the driver had yet to arrive. I saw the truck sitting in front of my house, so I opened my front door to see what was going on. The driver looked me in the face and then looked back down at what he was doing. I assumed he was completing some paperwork, so I closed the door to wait for him to finish. A few minutes after that, I looked outside again to see if he was unloading anything yet and he was gone.

I called customer service to find out what happened and why he chose to leave when he knew I was there. The first customer service person I spoke with at least pretended to care. She got in touch with the driver. He said he knocked 6 or 7 times and no one answered. There were four people in my house and not a single person heard the knocking. She then said she was making phone calls and trying to get in touch with the driver’s manager as well as other people. I spent 45 minutes on the phone with her and got nowhere. At that point, I asked to speak to her manager since she was unable to do anything for me.

The manager that came on the phone answered the phone on the attack telling me my only option was to reschedule. This unfeeling, uncaring, automaton refused to listen to anything I had to say and kept repeating the same line like a broken record for a solid 15 minutes. I gave in to her “only option” and asked her to reschedule. She promised me that it would be rescheduled for a time on Tuesday, September 3, 2019 and I would receive a call the day before to let me know when my delivery window would be.

By 4:30 pm on September 2, 2019, I had not received a phone call to let me know when my delivery window would be. I called customer service and spoke with the first woman that I spoke with Saturday. She informed me that my delivery date was Thursday, September 5, 2019. When I told her it was supposed to be Tuesday, she said the manifest for Tuesday was full and there was no way she could change it and get my delivery scheduled for Tuesday as originally promised. I asked her to confirm that my delivery date would definitely be Thursday and she did. When I told her again that I had been promised Tuesday, she doubled down on not being able to change my delivery date from Thursday.

After being rescheduled again, I called my sales rep to see if there was something that could be done. He offered to remove the delivery fee from my bill but would not offer a discount of any kind. Later that evening, I looked online and saw that the furniture I purchased was on sale on the website by several hundred dollars. I got in touch with my sales rep again and he offered to price match and thought that would make it right.

On Tuesday, September 3, 2019, I received my delivery time for Thursday. Not long after that, I received a call from my rep informing me that he couldn’t offer me the price matching with the financing I was doing.

Right after being told I couldn’t receive the price matching, I decided to cancel my order completely. I was told the cancellation would take 72 hours to process and I would receive a cancellation notice. It has been well over two weeks now and that hasn’t come either.

I have not received anything more than lackluster, insincere apologies. They care nothing for their customers once the...

Updated Review 12/20/21: If I could give zero stars, I would! Worse experience ever with furniture! If I had only read the reviews before purchasing I would be much better off. Original Purchase date 07/16/2021. After about 5 trips to the store, 3 sales managers, one assistant manager (Teresa, Syed, Laura, Carve), 6 calls to customer care, and filing a dispute form with the credit card company I am still not able to get this order fully resolved.

Ashley charged me for a coffee table that I never received. I changed my dining room set to a set that was supposedly an instock item. Well they delivered the chairs w/o the table, I asked where is the table, the guys didn't know. I called customer care they gave me as estimated delivery day. I text the Sales Manager, Teresa that told me the table/chairs were in stock items and to tell her that I was charged for an item that I never received. She never responded. After a week or two went by, I texted Teresa again about my issue. She text back and said she is not assigned to that store and I would need to go in the store and talk to the new Sales Manager.

Well the delivery was final scheduled for the table. They gave me a delivery window between 8-12, I waited until about 5 pm, well they were a no show, no text, and no call. I called the joke of a customer care number, really it's just a call center, you never know what country the agent is in. They said they didn't have a delivery date for me for a sofa to be delivered today. I told her that I have all the receipts and confirmation. She said there is nothing on the truck for me. I hung up because she was no help and there was not a supervisor to help me. That same evening I drove to Ashley. I told Syed what happened he apologized and looked in the system and he didn't see anything at first but later saw the table was put on and off the truck about 3 times. He said there were 37 tables damaged and 3 as is. He gave me two options look for another table set or cancel the order and he would schedule a pickup for the chairs. Well I want nothing else from Ashley so I decided to cancel the coffee table and the dining room table and he would schedule a pick-up for the chairs. Text the Assistant Manager for help! Nothing happened!

Went back to the store this time spoke with Lauren. She sent an email for a pick up and refund of chairs. She said the coffee table and dining room table was never canceled in the system. She canceled the items and said I should see a credit in 7-10 days and I should receive an email and call regarding pick up of the chairs.

Updated Review 10/02/21: Delivery and customer care is a joke so my rating has been changed. I had two delivery dates 07/30/21-08/15/21 and sofa deliver date 09/11/21-09/17/21. I text my salesman on 09/10/21 and he looked in the system and said my delivery date was 09/28/21 and to call customer care to see if they can speed up the delivery. I called customer care and it was a waste of time. They told me the same thing and he couldn't answer any questions. As of today 10/02/21 I have not heard from Ashley about my furniture. I am seriously considering canceling this order.

My salesman get 5 stars. My salesman Carve, was very knowledgeable and patient. He helped me work through all my issues. He didn't pressure me into purchasing anything that I didn't need or want. After walking through the store several times, I left out making a purchase. I will review my delivery...

They will try their best not to refund you. I had to go through an Ashley in Lake Charles, Louisiana to get my refund back after I was told that my items I ordered seven months ago were given to another customer. How do you give a customer's purchase away to another customer when I completely paid for everything that same day of the purchase?🤔 Can anyone seriously explain to me? Yes, you all heard or read correctly. I fully paid for everything that very same day I purchased them. The merchandise was not bought on credit. It was one swipe of my debit card in full payment. Years ago, when layaway was popular, companies didn't give your purchase away to another customer. I fully paid for my furnishings day one of the transaction; therfore, one would think my items would still be there for whenever I needed them. But they weren't. The store never told me of any such policies. I was displaced from my home by the end results of both Hurricane Laura and Hurricane Delta, and the staff knew that. I also told both the associate and manager that I would need my purchases as soon as the following month, so I thought. But the contractor for my house was on many different pages, to my surprise. With the contractor's incompetence and criminal ways, my house was delayed its completion eight months later than the initial end date. Unfortunately, I had to hire another contractor to complete the job. Nonetheless, Ashley should have, at the least, given me heads up that they had given my belongings to another customer, and all what I ordered would take three to four months to replace. This Ashley didn't even do that. As I mentioned earlier, to more complicate the matters, I had to contact another Ashley store in Lake Charles, Louisiana to get refunded. The experience was extremely stressful.😡 I never heard of such business policies of giving your purchases away without letting you know ahead of time that it's a possibility if I don't request a delivery date of the purchased merchandise that was paid in full, in a timely manner, that the merchandise can possibly be given to another customer. I also never ever experienced with any business, small or big, why my refund was such a big issue when I never ever possessed the items. And companies, businesses, corporations, and many people, are wondering why Amazon is taking over and will eventually completely take over.🤔 And I'm not a big fan of Amazon's practices toward their employees; however, I am an extremely huge fan of the truth, regardless of whom or what the truth may be pertaining to. So, with that said, you'll never get any hassle from Amazon when it comes to returns and refunds, especially if you never received or possessed the item or items...smh...Heavenly Father, what has gone wrong with this country? Corporate greed and bullying must come to an end. I'm just so afraid when the great working people, the citizens who actually keeps this country afloat, finally wake up, if they ever wake up, it will be too little too late. Maybe the Milleniums and Gen Z will stop the madness of corporations because the Baby Boomers and Gen X certainly haven't. The Baby Boomers and Gen X are too busy caught up with their materialistic and superficial mindsets about their homes, cars, and jobs. Let's hope and pray that a generation will wake up and demand what is right and fair for all because Ashley really stressed me out and worsened my already stressful...