Ashley Store — Local services in Lubbock

My husband I purchased a few different pieces of furniture a couple weeks ago. We had a good experience in store, but everything after the purchase just keeps going downhill and has been terrible. We were told all the couch and bedroom set furniture would be delivered all together, but that hasn’t been the case. I get that the past couldn’t of years have been crazy and long wait times for delivery can’t always be helped, but the quality of the delivery service and after purchase customer service needs some major work. The delivery guys showed up to our house with every piece of our bed frame except the headboard and we were told they couldn’t put it together until the headboard was delivered at an unknown later date. The bed frame was left in pieces all over the place in our bedroom to just figure out where to put until the rest could be delivered. It was not communicated at all that the entire bed would not be delivered. So now we are still sleeping on a mattress on the floor due to extremely bad communication on when we would receive the bed frame. We honestly would have purchased elsewhere if we hadn’t been told it was going to be delivered. We tried calling the salesman who we purchased everything from and were told that he would look into the situation and get back to us, but we were blown off and never got a call back. Once we just contacted customer service on our own we were told that the bed frame order was not placed correctly in the first place, which was the cause for everything being delivered in pieces. Our other issue with the delivery service was the fact that the couch was put together and just left in our living room in front of our back door and in a crazy position after my husband asked if they could place the couch in a certain spot in the living room when putting it together. I was always told that when you pay for delivery it was supposed to be put together and placed in the spot desired due to the bulk ones/heaviness of the items. My husband had to ask twice for the employee’s to fix where they were just leaving the couch because we couldn’t even open our back door at all with it being directly in front of it, and I physically couldn’t help him move the entire couch due to just having a baby recently. Finally, we were told that the tv stand we ordered would be delivered the same day as the rest of our furniture by the salesman. Apparently it was actually going to be months before we are going to receive it after getting a call from customer service and were told that the salesman should have told us it was going to be a while. It has just been an overall terrible after purchase experience so far. It seems like Everything is great and promises are made when in store with the salesman’s but the follow through of the good customer service/delivery experience is severely lacking. I won’t be purchasing from Ashley again...

I placed an order on 3/19/21 to receive a cocktail table and a table and chairs. The salesperson was fairly new who helped me (had been working 2 weeks). Be careful when you are touring the floor and “read” the signs, because how the pieces are set up, is NOT always what you get. The table was paired with a stool and two regular chairs. I was assured that the table would have a second stool, (in which it did). However, I essentially thought this was going to include all 5 pieces that I was looking at (table, 2 stools, 2 chairs). I called once I got home and was checking out my receipt a bit better; which is pretty incredible in itself that I reached someone at the store! That was when they informed me that the table would only be with the two stools, so I went ahead and bought the other two (like I had seen in the display room) for an additional $160. I take responsibility for not double/triple checking my order but it was a little misleading!

Today, May 3rd, I got my delivery! This is after going in twice to check on when my order was going to be delivered. On the 1st, I got the call confirmation & text letting me know that my time frame would be today from 1:30-4:30pm. I work in home health; I set my own schedule to an extent, so luckily I worked around visits enough that I figured I could make this time work without rescheduling everyone! Well, I get a call a little after 11 stating that they’ll be here in 30-45min, again, completely rearranging what I had planned for. I mean it seemed to me like you either confirm and get your delivery or don’t and wait, for who knows how much longer.

They got my table set up and left remnants of trash behind. The cocktail table was already set up. It was then that I noticed the shelves appeared crooked. The delivery man informed me that they “leave the shelves inside so that the customer’s can position them at their preference of height.” I’m paraphrasing here but I went ahead and started getting the shelves out, once they had left. It was then that I realized the brackets were not inside or anywhere! Well, you know how it goes when calling.... I didn’t get anywhere so I figured it would likely be quicker running up to the store. There was a couple of other customers at the desk who displayed their frustration about long delivery times and a refund(?). Anyways, after the people at the desk contacted customer service and a wait of 40-45min, I spoke directly to a representative who will be sending out my brackets for the coffee table. He even stated that he could tell from the picture that the shelf appeared “lopsided.”

I do like my furniture but the hassle/lack of professionalism, isn’t worth your...

First let me say, I never write reviews no matter how bad or great the service is but I had to for this. The store associate I initially worked with, Ladarius, was awesome when assisting me with picking out the furniture, he never tried to talk me into buying and when I did decide to purchase he was great at getting the best price for me. Now the bad part is the customer service when calling the 800 number. I was contacted and advised to call back and schedule the delivery of part of my order for 7/28. Called back and got a different date for 9/1, which would’ve been fine had they not called and gave me a different date originally. I called “customer service” and chatted with them online over two days and then was given another date of 8/23. I asked multiple times to speak with a supervisor on my last call and the rep kept trying to offer me different things like a percentage off the product. At that point I didn’t want it, so I asked if the order could be cancelled if they were not going to deliver it on 7/28 and he advised yes with management permission. I stated before he cancelled it I wanted to hear that from a supervisor. This man proceeds to cancel the order first before I confirmed it and then transfers me to a “supervisor” Dominque who basically lied and said she heard me confirm to cancel because conveniently she sat behind the rep. How when she wasn’t on the phone so she had no idea what I said to him and I could tell she only wanted to get me off the phone because she continued to talk over me until I told her to let me speak. Then they can’t send a confirmation of the cancelled order and when I called the store and spoke with Jorge he was not very helpful and seemed bothered with me contacting the store and also stated he could not provide anything saying I cancelled besides verbally. So if they decide to charge me for furniture I never received how do I show proof of a cancelled order? It’s totally ridiculous. Even after reading negative reviews of Ashley I still decided to shop with them (big mistake) because I liked the quality of the products they offered. With all this said I truly understand shipping delays and issues and would’ve had no problem had I not been contacted first and given information only to call and be told something completely different and my account not be noted with any of the information I had been given. This in my opinion is terrible customer service and reflects poorly on their company as it seems nobody communicates between one another to make sure they are providing an acceptable customer experience. I will never make another purchase with Ashley. I wouldn’t recommend anyone else to...