Ashley Store — Local services in Mesquite

Worst customer service I have ever encountered! Where do I start… well, when we first walked in (on a Tuesday) we were greeted and overall pestered by a man named CT (Charles) who treated us like he was try to sell us a car. Saying things like, “I can get you the best price if you give me a commitment to buy it” and “I’m a veteran expert associate and will get you what you need to make a deal”. When we finally landed on what we wanted to buy ($4k worth of furniture), everything he promised he could do for us came unraveled. Keep in mind that I already have their credit card with a $6k limit. He first said he could get us 60 months no interest, he came back and said he could only do 6 months no interest. He first said he could get all our furniture to us by Saturday, then changed it to he could get us all the furniture by the following Tuesday instead. Over $4k worth of furniture and they wanted to charge $400 for shipping. He then suggested we get a Uhaul if we are not satisfied with the delivery charge and pick it up at their warehouse in Fort Worth (60 miles one way). At this point we had it with dealing with this man so we asked to speak to someone else. He gets his manager (Michael) who was able to rework the deal to get us at least 24 months no interest, but couldnt do anything about the delivery fee. All while telling CT that he’s wasn’t listening to our needs. After talking with my wife, we decided to take the deal and pick up our furniture from the warehouse ourselves to save the delivery fee on the following Tuesday.

It gets worse… on Saturday I get a call from CT at 8:30pm and he tells me there’s a hiccup in my paperwork and I’ll have to come back to the store to fix it. I told him that I can’t get back up there until Monday and asked if this affects my pick up date. He said to hold off and he will call me back on Monday to confirm (my pick up date is the next day on Tuesday). So I wait. He calls me around mid day on Monday and says he’s got “good news” that I won’t have to come up and redo my paperwork, but I’ll only be able to pick up 2 out of 3 pieces of furniture on Tuesday and I can pick up the rest that following weekend. I told him I’m having to rent a Uhaul and that this agreement is unacceptable to me and that I need to speak to someone other than him. He says he’ll have his boss call me back and hangs up. Hours later, Michael (the manager) calls me back and say “hey, I’m sorry about the confusion but you can pick all the furniture up tomorrow and you shouldn’t have any problems”.

If you thought the story ends there, nope, it gets worse. The next day, after I get out of work, I pick up the Uhaul and realize that the warehouse closes at 6pm. My maps say I should show up right before 6pm so I tried to give the warehouse a call to let them know the situation, however, the phone number to the warehouse is disconnected. So I call Michael. He tells me that he has “tried to call the warehouse several times and he is getting the same disconnection, but as long as I get there before 6 it shouldn’t be a problem.

We arrive at 5:58, knock on the door (because it’s already locked) and this child behind a desk just straight up ignores my wife who’s knocking on the door. I get out of the Uhaul and go up to the door and the child finally looks up, annoyed. She comes to the door and tells us they are already closed and there’s no one there to pick our items. I tell her the situation and how we tried to call several times. She tells me (in her mush mouthed monotone) that they don’t have a phone number, we’ll have to come back tomorrow, slams the door on us, and proceeds to ignore us again.

I call Michael, who doesn’t answer, so I call the store directly and speak to a man named Javier who says, “if the warehouse is telling you they’re closed then you’ll have to come back tomorrow”. At this point, I am livid! I tell him to just cancel my order. Javier just shrugs me off by saying “cool, give me a few minutes while I process your cancellation. 20 minutes later he tells me it’s done. WORST EXPERIENCE...

At first my experience with Ashley's furniture store was pleasant. I went to the store to see if they had the bedroom suite that I wanted on display. They did not, but Kris Summers was nice and helped us look at the over all cost, plus showed us new mattresses, as we getting a larger bed. That experience was very good. We weren't quite ready to pull the trigger and make that large purchase quite yet.

I went back to the store to make the order, and unfortunately Kris wasn't there to help out. I was able to get my bedroom suite ordered;however, I repeatedly had to ask about the discounts that were supposed to be applied to my order. I had to ask at least 3 different times, and as I was reviewing the final order, I noticed that they still hadn't been applied. So I had to wait another 15 minutes for them to go back through and add the discounts. This was annoying, but I could tolerate it.

Moving forward to the delivery. They delivered my mattress and bed frame. After installing the bedframe, they noted there we no slats. The delivery guy, Craig helped and reached out to the store and explained the problem. Originally he tried really hard to help me keep the bed in my home, however his boss told him he had to load the bedframe back up and take it back to the warehouse. He explained that I did not want that and they could just deliver the slats the next day. That's when they said something about the bedframe/slats not being in stock and that he had to bring the bedframe back. Craig was the one that told me to reach back out to Ashley furniture, and let me tell you, I am glad he did. Otherwise I would still be waiting in limbo.

I called Ashley furniture and after taking 5 minutes to get pass their AI chat bot and finally talking to a person, I was told that the slats for my bedframe had been discontinued and I will need to pick a new bed frame. At this point, I am beyond frustrated. (I spent months looking for the bedroom suite that I wanted, and literally had it saved to my web browser for 7 months before I saved enough money to buy it). I explained that's not an option for me, I either want this bedroom suite or to return everything back and get my money back. At this time they connected me with an in-store assistant manager. I believe his name was Jeremy. He explained once again that the slats had been discontinued and that I will need to pick a new bedframe. I asked if we could not just take slats from a different bedframe and add them to the bed that I bought. He explained that it would void the 1 year warranty. I told him that I would be okay with, can we do that. He said that he would have to look to see if this can be done, but would call me back later in the day.

He never called me back, so at 6pm that evening I reached back out - another 5 minutes getting through the stupid AI bot to talk to a real person. They couldn't get through to someone at the store, and said that they will leave a message and that they should reach out this evening before they close.

They never reached out. I gave them a full 24 hours to reach out, they never did. I called support again. Another 5 minutes with the AI bot trying to get to a real person. Shawn was super polite and said that he will reach out again to the store and that he saw on his end where I have reached out two previous times to be put in contact with a manager. He explained that he is putting another message through to have a manager call me back, but at this point it may be better for me to go to the actual store.

I live 25 minute from the actual store and work overnights So I currently will not be able to make it to the store until Monday afternoon. They still have not reached back out to me to help fix this. So my bedframe is just in limbo. Ashley Furniture store in Mesquite Texas, is a joke. If you want a good experience and good customer service spend your money...

WORST EXPERIENCE EVER!!! I will never buy from Ashley’s again. It has been nothing but lies, miscommunication and frustration.

I bought a mattress and bed frame. The date the salesman told me for the mattress delivery was inaccurate. He said they would remove my old mattress. They didn’t! I had to call the store to get it scheduled for removal.

The bed frame was scheduled for delivery on 8-9 according to the automated text I received. Then I get a call 2 days ago on 7/23 telling me it would be delivered today, 7/25. I asked for the timeframe and she said someone would call me the next day. That never happened. I scrambled to get rid of my current bed frame to make room for the new one.

I called in to Ashley customer service this morning to get a timeframe. I was told the delivery wasn’t scheduled until 8/9. The rep told me the items would be in on 8/6 and delivered on 8/9. So now I have my mattress and box springs on the floor until then. Do I asked to speak to a supv.

The person from the escalation team then proceeds to tell me the bed won’t arrive in the warehouse until 8/9 with delivery on 8/13. So within 20 minutes the dates mysteriously changed. I asked her why I have a text message stating a delivery date of 8/9. She said that’s just an estimate. WHAT??? It doesn’t say estimate. It says delivery date.

As I said, it’s been one big colossal failure on Ashley’s part. I’m seriously considering cancelling my order and going somewhere else.

I asked for the number to Ashley’s corporate office to file a complaint. I was given the number to the recruiting team. They gave me corporates number. I spoke to a receptionist who said I needed to speak to customer service for the local store. I told her I’ve done that. She said she would transfer me to consumer affairs. But guess what…. She transferred me to the parts department!!! That lady was rude and made no attempt to route me to the right department. She just said she couldn’t help me.

As I said, it’s one big cluster!! Read the reviews before you buy from this company!!!

Sabrina is one of the mgrs at the mesquite store and she has been as helpful...