Ashley Store — Local services in Longview

We have bought several pieces of furniture from the Longview, TX location and have always had a positive experience. Last year we bought a very nice leather sectional and also the $600 warranty that is supposed to cover anything and everything that could possibly happen. Stacy Freeman was our sales associate and she was very helpful and made sure we were taken care of. She was very knowledgeable and made us feel at home. When our furniture arrived the sofa was damaged a little bit. One of the delivery guys said he could just color over the damaged spot with a special marker, but I was not going to accept that seeing as though it was brand new, so they exchanged it for me with no problem. The sectional is comfortable and looks nice in my living room. Fast forward to a year later and we noticed some peeling spots on my husband's recliner on the loveseat. The material is called "durablend" and is supposed to be Ashley's top of the line stuff other than all leather. We were told it would not peel or flake. We knew we had purchased the warranty, so we called the number provided on the warranty paperwork. We spoke with about 3 different people at different times and no one really seemed to know what to do. It was not a very pleasant experience. We were first told it was not covered because it was peeling and peeling was not covered. Then we were told that it was covered and they would replace the loveseat, but that that particular piece was no longer being sold by Ashley so we would have to pick something totally different that does not match the rest of it. We were not happy, but honestly did not figure we had much of a choice seeing as though the other pieces were not damaged. It was not right at all to charge us $600 for a warranty and say it covers everything when in fact it doesn't. I also think the people in the guest response team or whoever we were talking to need to be trained better because clearly none of them knew what was going on. Now I'm sure there may be some who are good. I guess we just spoke with ones that were new and or something. No idea. We decided we just had to accept it and move on though as neither I nor my husband felt like dealing with it anymore at that point. We then went to the Longview store to make our new selection. We explained to our sales associate Stacy what was going on and she was very upset. She agreed with us that it was not right at all to make us pick something that did not match. She also agreed it was not right for the company to offer a warranty that supposedly covers everything and then not honor it. Stacy was very upset because she tries very hard to take care of her customers and she felt like the whole situation reflected badly on her. We appreciated how much she cared for us and our situation, but we assured her we did not think badly of her whatsoever. It was the company's fault. She said she had had a similar situation with another customer and that she had been able to work with corporate to get the issue resolved and the people were able to replace their whole sectional. She immediately emailed whoever it was she had dealt with before and tried her best to help us and make sure we were treated fairly. The whole process took a few weeks, but Stacy went above and beyond to help us and we wound up getting full store credit for our entire sectional. With our store credit we were not only able to replace our sectional but we also had enough to pay for almost an entire new bedroom suite with the exception of the mattress and a few hundred dollars. If it was not for Stacy and her kindness and determination to do what was right and take care of her customers we would have had to have mismatched stuff. I am very grateful for Stacy's help and I more than likely will not ever buy furniture from anywhere else but our local Ashley store...

If I could give negative stars, I would. I felt I was in a used car dealership buying furniture I was lied to every step of the way. From the beginning they tried to push The warranty for the furniture I continued to decline. I don’t believe in purchasing separate warranty. I have had things like this in the past it’s never ever worked plus they quoted me $500 for the warranty for the furniture that I refused. I went ahead and continued to pick out my furniture (making it clear I didn’t want the warranty) they kept telling me that I would get 30% off the total of the furniture, that they’re having a special, then after I picked out everything they said it was gonna be a 500 delivery charge to go 25 miles from the Longview store to Tatum later I found out the furniture is coming from Fort Worth . When you read the fine print, it says it can take anywhere up to 16 weeks and longer to get your furniture. Tate the salesman said we would have it in a week. I said I don’t want to pay $500 for a delivery charge. We canceled most of our order. Because of the high delivery charge. Tate verbally told me he did then he got a phone call in front of my husband and he came back and said you don’t have a delivery charge we took care of it for you, so we said OK that’s fine. We paid the amount that he a sked in cash from a debit card. After we paid, we found out they charged us a $300 delivery fee and a $699.00 warranty fee that we continually said we did not want the product warranty fee. We ended up canceling the whole order because of all of that, and got our money back immediately credited to our debit card. It was the worst experience ever in attempting to buy furniture. We were there well over an hour, and it was lie upon lie that it was told to us until we started reading the fine print and things that were signed, and realizing when we said we didn’t want the warranty, they charged it anyways and it went from 500 to 700 then they charged us a delivery fee that Tate said was taken off once instead of 500 it was taken down to 300 but he said it wouldn’t be charged at all, and it was charged then with all the fine print it we canceled the order. We will never ever return to Ashley ‘s again worst experience ever . The warranty fee and delivery fees were 1000.00 alone not counting furniture expense. Beware of Ashley’s they will slip in added expenses that are half of your bill and you may not know it until after you’ve paid and signed. Make sure you read the fine print and go over your full bill. They will tell you they told you that in order to get the 30% off you had to purchase the warranty that never happened nobody ever told us we had to purchase the warranty in order to get 30% off, my husband and I never purchase a warranty and we told the sales person several times we do not want a warranty. We’re turning it down. Beware be of Ashley‘s furniture in...

UPDATE 10/29/20: DON'T DO IT!! The staff have all been very nice, but I have MAJOR issues with Ashley - endless waiting on customer service to poorly fix issues. Our sleeper sofa broke from a surprisingly minor stress, and then it took literally MONTHS of waiting for them to process the issue and get it fully repaired! I called them well over 5 times during that period, and despite their apologies and promises to make amends, the departments are all too disconnected and poor communicators. Nothing would happen or progress unless I called them back again later and told them they didn't do what they said they did in the timeframe they promised. They sent us random boxes of spare parts at one point (none of which we needed), then they told us we would receive the new sleeper mechanism only to later be told the store would receive it and they would call us when it arrived. One person would tell us one thing, another would say another thing. Every time I would call customer service I would be put on a long hold (average 20-30 min), and about half of these calls I would randomly get hung up on while on hold! When the right parts finally arrived, the box was ripped and part of the mechanism was protruding. Then it took even more weeks for a repair person to come do the actual fix. When he did do it, he damaged our flooring around the couch and installed the backing too loose and punctured a cushion with a staple he poorly placed.

You guys, this process was absolutely INSANE. These people are nice, but their company is too compartmentalized and disconnected to get any thing done right for us. I literally at one point (in the nightmare shared above) walked into the physical store to speak with the manager and practically begged him to just give us a replacement. He was prompt and concerned with our issue, but all he could do was submit an "emergency request" online to expedite the repairs, and then it was us back again waiting several more weeks and needing to follow-up further. The furniture is beautiful but FOR YOUR OWN SANITY buy with absolutely NO plans to get a warranty or coverage plan from them (like we did), or better yet just go elsewhere!

ORIGINAL REVIEW: Our associate Debbie was very friendly, professional, and respected our space and time as we roamed the store and looked at everything. We were pleased with the prices, as we could tell the furniture is well built and high quality. Definitely will come again for our next major...