Hill Country Furniture Partners, Ltd. — Local services in New Braunfels

We did an extensive search for a replacement of our counter height bar stools. We found one at our local Ashley store and place an order for 4 without assembly or delivery. We drove an hour across town to pick them up and brought them home for assembly. The directions were straightforward, but all 4 were unlevel. We called the store about a return and were informed that there was a NO RETURN policy. A repair technician was sent to our home to fix them, but after an hour of work on 1 chair, the technician determined that there was a defect in the manufacturing...... the holes aren't lined up properly. He submitted his report and the store contacted us to remind us of the NO RTURN policy, but a replacement order was offered. Since we'd already picked up and assembled to original order, they reluctantly agreed to have the replacement assembled and delivered. The assembled replacements arrived UNLEVEL, so we refused the delivery. The store again reminded us of the NO RETURN policy and offered another replacement order. I returned to the store and noted that even their display models are UNLEVEL. When I pointed this out to the Operations Manager, I was once again reminded of the NO RETURN policy. She referred me to the Customer Service number, who then referred me back to the local store. I requested that a store manager or regional manager contact me, but I was told none were available, but I could text a number to their service team who would ten have the manager contact me. After an extensive texting session, I was given a ticket number and was told I would receive a call back within 48 hours. I received no call after several days, so I reached back out via text and was informed that my case had been closed without a call because it had been confirmed that I was informed about the NO RETURN policy. After several calls and texts today, I have been informed that I am back in the 48 hour queue for the store manager to call me. With the lack of concern, respect, and friendliness expressed by Ashley Furniture, I cannot in good conscience ever...

So very disappointed with this company. With all the advertisements saying how wonderful Ashley Furniture is...

My mother bought a bookcase bed for my 10 year old daughter. She bought it over the Labor Day weekend. The bed couldn't be delivered till 9-15-15. When the delivery men put the bed together they put it together wrong in the middle. I called 10 minutes after the guys left to request help. They scheduled the same guys to come back 4 days later to re-assemble it correctly and someone to touch up the paint that was rubbed off during transit.

After talking with my husband and mother about the situation, my mother wanted us to request a refund and have the bed picked back up. When I called the Customer Care number next day to try to do that, I was told you only have 2 days from the time of purchase to get a refund. Since it was a week before it was even delivered there was no way to do that. So I asked for it to speak with a supervisor. Rob at ext.1480 then came on the line. He reiterated that they only give a refund up to 2 days from the purchase date. I explained it took a good week to get the product. How can they have a 2 day window like that when you haven't even received the merchandise. His response,"that was stated in the paperwork your mother signed". I explained that their delivery men put the bed together wrong, that it's not like we just decided we didn't want it. After much discussion I asked to escalate it to someone higher. Still waiting.

I then talked with a Corporate Rep named Zane Mason. He was very helpful at first. He was at the store we bought the bed from. He said he would call the Customer Care to see if he could help then he would call me back. He called briefly while on the line with CC and offered to have a new bed delivered. I thanked him but said we're past that at this point unfortunately. I never heard back from him.

After multiple calls be myself and my mother (the one call even had her in tears) we're still waiting for a determination. At this point there's no way I could ever do business with this...

Never have I ever received as bad a customer service as I have at the Ashley Store on Pat Booker Rd. San Antonio, TX. I went into the store on April 14th and ordered a sleeper sofa mechanism, Sal took my payment and said that he would order it. Three weeks later I went to the store to get an update on the delivery and Sal wasn't there but another lady looked it up and said that it was never ordered. She then ordered it while I was there and gave me a ER ticket number. Before I even got back to my shop, I received a call from cunsumer affairs and they said that they were not going to order it for me because I didn't buy it at that store and that they were going to refund my money. Well, two weeks later I called and said that I have not yet received my refund. They said that it should be paid by the end of the week. Well, another week has gone by and no refund. It's funny how your quick to take my money and then not even do your job to order it and then refuse to sell it to me and then take three weeks and still no refund. I will never set foot in that store again and I will recommend to anyone who asks not to shop there either. Poor customer service will only lead to...