Ashley Store — Local services in Killeen

This purchase, less than a year ago, makes me never want to buy from Ashley's again. It's been nothing but a headache. I purchased a warranty for accidental damage, which I ended up having to call in about to ask for warranty coverage. At first, they refused to help me, so I went to the Better Business Bureau and filed a complaint. They then rescinded the denial after I suggested they could send someone out to look at the table, which was brand new with no problem other than the scratch that happened from a microwave. Initially, they claimed it was more than one incident, so they didn't want to cover it; however, it was only one accident. Eventually, I received a call saying they would replace the table, and it would take two weeks because it had to be ordered, and they would take the old one. The replacement table was refurbished; it is definitely not new. They gave me a new top with my same legs, which is okay because there was nothing wrong with them. When they delivered it, I noticed right away that it was refurbished. It's two different colors; the tone is off. If this was what they were going to give me, I would have just kept the original table because it matched the color of my chairs, but this one seems to be lighter, and one side is darker than the other, and you can see the repairs on it. At this point, I wish I had never purchased from this place. They should never have offered insurance if they weren’t going to cover it properly. I read online all the bad reviews, which I should have looked at beforehand, so that's my fault. But never again;...

I picked out $6000 worth of furniture from Ashley’s on Imperial drive, although that part doesn’t matter because both stores are family owned. Tracey told me 7-10 days then Anna told me 7-10 days after she orders it. As I’m going out of the store Tracey says they’ll call you tomorrow because it’s in stock. I think to myself 🤔🤔 They call me the next day to set up delivery. Delivery next day. They brought the display merchandise to my house and was going to pass it off as new furniture. As I’m looking at the furniture, I realize that it’s used furniture!!! I send the furniture back, call the store. Never received a callback from the manager or anyone for that matter. I call the store around 5:30 multiple times to speak to a manager. No answer 🧐🧐 All of that for nothing. Strike on my credit report, time picking out NEW furniture, time spent sending back USED furniture. With no explanation. Moral of the story. If you decide to shop with them CHECK YOUR FURNITURE and make sure that it’s new!!!! You don’t want to spend all of that money for used furniture that everyone in Killeen has sat their butts on!! Because they will slide you a set of used furniture if you’re not paying attention. And then act as if nothing...

If I could give zero stars, I would. I paid in full for a couch from Ashley Furniture, only to have the delivery team show up and refuse to complete the delivery because we asked them to follow two simple, reasonable house rules: wear shoe covers in our no-shoes home and be careful not to damage our walls or Durango door. These expectations were clearly communicated before the delivery date.

Instead, they brought the couch into the house, then turned around, took it back to the truck, and left—without any explanation. The couch was paid for in full, yet they left with it.

When I called the store manager to report the situation, I was met with laughter and complete disrespect. The manager was dismissive, unhelpful, and extremely difficult to deal with—as if I was the problem for wanting basic professionalism and respect for my home.

For the record, in the state of Texas, taking full payment for a product and refusing to deliver it without cause can be considered theft. Ashley Furniture is now in possession of property that legally belongs to me.

This is beyond poor customer service—it's unethical. I strongly advise anyone considering buying from Ashley Furniture to think twice. This experience was...