Ashley Store — Local services in Laguna Hills

The store is nice, and the sales rep was great. No issues with my experience with them. However, my overall experience is so bad. I had my furniture delivered as planned. They scheduled me two delivery dates as not everything was ready for the same time. We received a call saying that they were confirming we were ready for them. We got another call right after saying they had all of our shipment ready to be derived. Our bunkbeds were not supposed to come for another week. The arrived with my furniture and was upset that I was not ready for them. I mean I had another week before it was scheduled to break down the bed my kids sleep on every day. The two guys were upset that i was not ready with a 10-minuet notice. They helped breakdown my old bed in the room. During moving the old bed downstairs, they hit my drywall, and it put a small hole in it. As a customer with them working in my house I wanted to make sure they would bring it up to my attention as the homeowner and mistakes happen. They were just about done with their job at my house when i asked if they would be covering the damage. They took photos and said they reported it their boss and I would hear back from them to get it fixed.

After waiting 3 weeks and not getting a call I called them. They pulled up my file and said they would not be covering any damage is the guys sent photos in saying I had existing damage. I was so mad. I had to wait 3 weeks for not a phone call or anything... I had to call and get the bad news. I told the lady over the phone that that is not correct, and I wanted my wall fixed. She got an attitude, and I asked to talk with her boss.

She said that they would transfer me. During a 10 minuet wait I was hung up on. I had to call back and go through the process again.

The boss and i finally spoke and she assured me she would be looking into this and get back to me. She told me up to 48 hours I would get a call back. 72 hours later and no phone call back. I got to call in again. At this time i was told they will not be helping me out and that they were sorry.

This has not been worth my time or energy to get the wall fixed. I have given up on the fight and just wanted to share my experience with anyone who was thinking about buying and getting a delivery to your home. Make sure you check your walls and get photos of them before they come in.

It makes me sad because I also work customer service and I tell my staff accidents happen. It all about how you handle them. This made me feel bad for the staff that they would be fired for making a mistake or something. Either way bad company experience and I will not be using your company in...

Ashely Furniture provided many options for my wife and myself to choose from, we had been searching for a couch for months that fit our vision and price range and Ashley had what we needed. What made it better was the sales associate, I wish I remembered his name but he really pulled through and helped us get the best deal possible. At this point we knew we had to wait about a month for the furniture as it was all on back order. We had chosen a beautiful 4 piece brown leather couch set with a Sofa, love seat, arm chair, and an ottoman. Additionally we also got the Lindon couch for our loft which we were very excited for. Why the 1 star review if everything went so well you may Wonder? Well, that’s because of the delivery, the morning of the delivery it was told to us that our Sofa would not be delivered as it arrived to their warehouse damaged, okay fine, I can accept that, I’d rather wait for my furniture to be in good shape, however the delivery people brought me a damaged arm chair that I seemed to find something damaged on it everytime I looked at it. At first it was about 20 nails sticking out the back and no, they were the ends of the nails, they were the full nails completely exposed like teeth! We contacted support and they initiated a ticket for us to send photos, well during the photo shoot I discovered that the frame of the couch on the right arm was crooked, however it was much worse, the frame was snapped in half on the inside of the couch…I then discover that the delivery people broke my light switch and didn’t say anything, so now I can’t turn my lights off…so fast forward to a week later after I told them they couldn’t “repair” this damage, they send a repair technician out, he knocks the nails back in and then tells me the frame is broken, oh you don’t say? You mean like I told Ashley and sent them photos of? So customer support calls me and tells me that the technician says I refused the repair which was untrue! He just can’t fix broken wood, they tell me they are going to order a part which makes 0 sense, are you going to bring a new frame and reupholster the chair? She was extremely unhelpful and had next to no empathy for the situation, I asked to speak to a supervisor and the next thing I know, I’m getting my couch exchanged, shocker…so now I continue to wait for my Sofa to arrive today 12/30 between 12:30 and 5:30, and will find out tomorrow when I have to spend another weekend waiting for Ashley to deliver what was promised to me. 0/10 experience. 11/10 sales pitch. Do...

The quality of my furniture items is poor. The counter height stools seat have no cushion fill and are uncomfortable, zero gravity recliner massager not working (called delivery min after he left but he didn't pick up call) called store multiple times on hold for more than 30 mins each time. Finally, I reached a main customer service line that is sending a tech out to assess the recliner. The recliner chair is stiff, not soft as expected, and I sat in it before buying in the store. Rocking chair is a large, good-sized indoor/outdoor type but hard to sit in and has to buy expensive cushions for it to even enjoy it. Table lamp decorative handle snapped off, just moving it from counter to table. Had to get weld glue to reattach it. The lamp was super expensive compared to competitors. White full-length framed mirror is nice in any space. My sales representative Nader at the time of purchase was friendly and knowledgeable. I expected better customer service ease to reach a live person at the store by phone, but this didn't happen. My main complaint is that the quality is not very good on the products I selected, nor is it comfortable to sit on. I would not recommend buying the items I have. Nor would I rate the customer service experience to resolve an issue. I was asked to take a 360 photo of the problem with my recliner and send it to a representative to have someone come out to view the recliner.

Update - January 8 months later... Finallyfurniture repair rep came to my house to address my inoperable recliner. He asks where the part they shipped. I said I received nothing. He kept calling customer support and was unsuccessful in reaching someone but reassured that he would sort this out. In February, a furniture repair employee came with a switch and said the motor to the chair that arrived at my home a week earlier to simply keep it in case something happens to the motor. Upon replacing a switch, the recliner now massages and heats up. The heating function gets too hot on the seat. Chair now functions 9 months after purchasing it. I would not recommend purchasing for them all made cheaply and poor customer service. We miss the days of well-built furniture with having to use an Allen wrench to tighten everything regularly like our stools and rocker. I would not shop...