Ashley Store — Local services in New Braunfels

I share this review as a buyer beware-We went into Ashley to purchase several new items for our new house around the first weekend in November 2020. We put on layaway a couch, loveseat, full entertainment center with electric fireplace, a table w/4 chairs and a dresser. At the time we advised that we would be in to pay off the layaway the next week. At that point we were happy with the customer service and were excited to receive our new furniture. We went in the next weekend November 15, 2020 to be exact and paid off the layaway in full minus loveseat as we realized it would not fit in the space we had. The pay-off was over $4100 ( I only share that so you know what our "investment" was) and this was after our original $600.00 layaway. At that time we rec'd our tentative dates on when the new furniture would be delivered. We received the couch on the scheduled date with no problems, the communication up until then had been great. This is where it all started to go down hill and where Ashley should be ashamed of how it's business is being run. We were to receive tentatively our entertainment and dresser the 15th of December and our table w/chairs the 30th of December. The 15th of December came and we had not received any information on a delivery date. I called customer service and was told "oh no ma'am you will not be receiving any items today" and a matter of fact those items are now pushed back to the end of December and the middle of January. That night we called and spoke to a nice gentleman at the store who we advised that we just wanted to cancel the remaining items on the order to a tune of around $3300.00 plus/minus and were NOT willing to wait as were needed those items and were never contacted to advise the the dates had changed. He stated that he would take it directly to his manager and have that ordered canceled but to please give them 24-48 hrs and we would be receiving an email from the manager advising that the order was canceled and monies refunded. Thursday rolls around i get a message from my our sales lady wondering how she can help. We called her back and advised that we again just want to cancel the order and get our money back. (left a voice message). There have been 3-4 other calls made to both the store and customer services and our order is still no officially canceled, an email was sent yesterday to cancel but only a manager can do that........I spoke with customer service again today and asked to speak to a manager and the very nice rep is spoke with stated that she would have to email them and they would call me back although I am not holding my breath at this point. I know this is long but I wanted to let you know what you are getting yourself into when dealing not only with the New Braunfels store but with Ashley Furniture in general. I also understand that Covid has put a lot of strains on businesses but all it takes is a phone call, communication and when someone asks for their hard earned money back they should not have to jump through hoops to get it back. It should not take over a week and multiple phone calls to get it back..period...

We bought and paid for a bedroom set 3 weeks ago we were also looking at a couch but decided to wait on it. We picked it up the day after purchase, brought it home and it was the wrong one. We called the warranty department because the phone lines to the store were down. A ticket was written and we were told it would be up to 6 working days until we got a response. We waited the 6 days and then called again. The warranty department said there was no ticket and it wasn't their problem. We were patched through to the store where the manager said they wrote a ticket and it would be 3 additional days until we heard anything, he assured us that even though we had picked up the bed ourselves, they would come out to do the exchange. After 3 days, still nothing. I tried calling warranty again, to find out what was happening. The representative hung up on me. So I drove the half hour to the store, there was no manager on duty but I left my name and number and was told I would be called the next day. The next day there was no phone call. After a week of nothing, we called the warranty department again and asked to speak with a supervisor. The supervisor said the system was down, and I could either call back in 3 days or go to the store and ask the store to send in a request. I went to the store yesterday and talked to the manager on duty, who started worked at a computer and then muttered something and walked off. I waited for 10 minutes before finding her sitting at a different computer, I asked her to explain to me what was going on. She said she wrote a ticket and expedited it and I would hopefully hear something by end of business yesterday but no later than 72 hours. She then said that after they got some ticket number that I could go back out to the warehouse and exchange it. I said no, I've been waiting 3 weeks, and this was your mistake. I was told that someone at the store had put the wrong item number on the headboard we chose so when the salesperson entered in the item number it was incorrect. She said, "it was no one here's fault!". I said that it was their store who mis-ticketed the item. Her response was "well she's not working right now, so it's no one here's fault". Then proceeded to ask me if I needed anything else. I said I was going to buy a couch but obviously not from this store. Her response was, "I understand, have a nice day". So it appears that this store obviously does way too much business that they don't need any additional sales nor do anything to have a...

I bought a mattress and a chest of drawers from Ashley furniture Live Oak. My sales person was awesome I had no problem. It’s the distribution center that I had problems with. I came to pick up my stuff got my mattress. I had to open the box to the chest of drawers and it was damaged and that was on January 3. I was told the new one would come in on January 20. I got a call on February 22, ( almost 2 months later) telling me my product was ready to pick up. I scheduled it to be picked up on Saturday, I came, there were two trucks in the line to pick up their stuff, the lady in the office said you’ll be next when one of the lines is empty. When the truck left I started backing up, an African-American gentleman that worked there came running out yelling at me “stop , stop it is not your turn he was here”. There was a guy in a car with a trailer who they claim to have been waiting. I said no one was waiting there. This man was very rude and said “it is not your turn he had been waiting”. So I parked my truck went back inside and spoke with the ladies they said well he has been waiting there since we open. I got here at 10:40, they open at 10 o’clock. That man had not been waiting at all. If so, he should have been in line, not parked somewhere in the parking lot. So I pulled away and parked, then stood by the pole. I was waiting to be told to get my truck and pull it back in and again the African-American man “I need you right now” yelling at me and I said “there’s already two cars in line to back up to get their stuff I’ll have to wait”. His response was” no I need you now.” I walked away from him to my truck. After I let the other two trucks that were in line go, I backed up to get my stuff. The other man helping to load furniture told me I could not open my box to look at it because it was Saturday and they had a line. I refused stating “my product was damaged last time. And you have a sign stating to check it because once you leave this property it is not your responsibility.” He claimed that was not true, the except every return. He was mad. He cut the box open and was trying to pull the wood that is attached to the box off and in the process got cut. He stated “ this is why we don’t open it on Saturday”. I’m sorry that has nothing to do with anything.

I think your distribution center needs training in customer satisfaction. ...