Ashley Store — Local services in Kerrville

I purchased a couch, loveseat, recliner and two end tables from Ashley Home Store in Kerrville, TX on 10/12/19.

Shopping Experience: Very excellent! I was approached quickly by a young gentleman, Luke Kelley. He was awesome! I pretty much knew what I wanted. We sat down on the floor model that I was looking to purchase. I had so many questions about the product. Care, quality, delivery, etc. which he took the time to answer all my questions. I didn't really care for the end tables that came with the set. I told him what style I liked so he took me around the floor to look at different tables that he thought I might like. He actually moved the tables I liked over to the set so I could see if it would work with the furniture and I was able to find the right ones! I had expressed to him that I am one that likes to shop local but I was concerned because of reviews about issues with delivery and damaged furniture. Although knowing that sometimes things can happen, he was very understanding and explained that since they were a franchise store any issues could be handled directly by them and also told me that I could reach out to him directly for any issues. It was a very great experience!

Delivery Experience: I was contacted by the warehouse in Del Rio,Tx to schedule delivery of my furniture. It was a little over a week since I had purchased the set so delivery was timely. I scheduled for today, 10/25 between 11am and 2pm. They showed up within the promised timeframe. They were very nice. Here is where the problem began. Before unloading one of the gentlemen reviewed the list of what was being delivered. The loveseat was not on the list. He made a call to inquire about the loveseat and come to find out it was not scheduled to be received in the warehouse until 11/2. If I had known that when the appointment was scheduled I would have told them to wait and deliver it all at once. Now I have to waste more of my time for a second delivery. Also, there was damage to the couch. While I inspected the furniture and took pictures the gentleman followed behind me taking pictures as well which he sent up right away and scheduled an appointment for a tech to come out to make the repairs. They are minor issues but none the less, I now have to go through another appointment. Where did the damage happen? Could have been when shipped to the warehouse or in transit. Who knows. Is the furniture not inspected for damage before leaving the warehouse? What I thought was interesting is that the furniture was not wrapped in heavy plastic like the throw pillows were which would help protect. As well, the delivery truck did not have a lift gate. The delivery crew had to unload the furniture like you would from the back of a pickup truck. The only difference is that their truck is MUCH higher. I would think this increases the chance of damage to furniture while being unloaded as well as a potential safety issues for the delivery guys trying to get it out of the truck. Again, the gentlemen were very nice and understanding. The problem appears to be at the local warehouse. Hopefully we can get the issues resolved. I hope that this can be shared with all the appropriate departments. Feedback is critical for improving the customer experience.

UPDATE: Technician, Junior, showed up today, 10/26/19, during the promised scheduled time frame. Very nice and professional. He made repairs to couch. Looks very good. Legs were replaced a week later.

2nd UPDATE: Still no loveseat. Supposed to be in 11/2. Called and it changed to 11/5. No call received to schedule delivery. Called & they changed to 11/9. Naomi checked on why then told to deliver on 11/8. I had to call multiple times to follow up, this is now the 4th time I have had to waste my time for them to come out. And how frustrating to find out they had one available but wasn't going to bother to make sure I received it.

DO NOT BUY FROM...

Do not go here to buy anything. I made three trips to Kerrville from Fredericksburg all for one love seat that had to be brought in from Garland which took forever because apparently they have to ship from Garland to Del Rio then to Kerrville which makes zero logistical sense. I was needing this specific love seat because it was going in a travel trailer and had to meet certain criteria on measurements. I had everything worked out with Luis who told me he would honor the online price per tax and that would be it. I even told him specifically the day before we went that I was only paying the online price plus tax, no more no less. Went to pick it up Saturday morning and he flat out lied to me, trying to tell me that they have to charge a $200 delivery fee even though I am picking it up and doing all of the work. Probably lying to hide his over-promised sleazy sales tactics. I asked to speak to his manager who came out rather ratty looking in a bad mood and an untucked t-shirt and flat out told me there was nothing they could do and I had to pay it. Zero personality and zero rational explanation as to why they charge it, just looked mad because I interrupted snack time. Just pay it or leave. She did not feel like explaining anything to me and kicked me out of the store so she didn't have to face the music. Do yourself a favor and avoid this place. It has a dirty used car lot vibe to it with everyone standing around doing nothing and then descending upon you like starving vultures when you walk in. If you like being lied to and ripped off with extra unnecessary fees, then this is the...

DO NOT SHOP HERE! This was the worst experience that I have ever had buying furniture. I ordered two living room sets worth of furniture and it took more than 2 months to receive. I was not notified when it came into the warehouse and had to continue to follow up with them before they delivered. The day I was set to have my furniture delivered I got a call saying they would be late to drop it off by more than a few hours, they said they would be at my home by 8 but I then got another call stating they had lost the furniture than I had already been waiting for for weeks! Even though we had to wait such a long time for the furniture I decided I would give it another try because I was offered a discount for the inconvenience of my furniture "not making it on the truck". I wanted a table to go along with my set, little did I know that it would take an excess of 2 more months to get this item as well. All the while I have been trying to get in touch with the owner calling once or more a week and have yet to hear anything. While I was waiting for my table I was told it would be delivered one day and come to find out that it too was "misplaced" and it had to be reordered. I waited weeks again and was told it would be delivered but the day of the delivery I was told that it was damaged! I had to have this same item ordered 3 times! Totally unacceptable and unprofessional. I am so disappointed in the service I have received. I will NEVER set foot into another Ashley's again. I just cant imagine how they are still in business. I doubt that if they continue this way they will remain open...