Ashley Store — Local services in Oxnard

Don't be fooled! Early in May I went to the store to look around as I was shopping for new furniture, mainly new living room and bunk beds for the kids. The show room is huge and has lots of beautiful furniture which is easy to fall in love with. At first sight, everyone is friendly and greets you. You are teamed with a sales person to show you around and assist you in what you are looking for. I am assuming that these sales people get commission based on their sales. My sales person was very friendly and talkative, really made me feel comfortable. I told him I was looking for bunk beds and we looked around the kids section and I picked the ones I liked. We went to look up the item online and he advised that it was not in stock so he offered to have me look online to find another bunk bed that would be available. I found one that I was okay with and we went with that... I then looked for a new sofa as well as a rug. Again, allbin while the sale is moving forward. I ended up spending over $2,000 actually it was closer to about $2,800 out the door. Mind you, the store was having a 50% off sale... but it is not necessarily 50%. The offer is quite misleading! They also sell you off with additional protection plan and mattress covers, etc... fast forward to delivery a few weeks later... delivery of my new carpet was never done. No tracking number provided, however the customer service representative stated the rug was delivered by UPS. I never received it! Ashley delivery arrived with the bunk beds and the sofa. As the delivery guys were getting the bunk beds assembled they noticed that there were parts missing and the bunk bed was not complete. There was no way they would be able to properly assemble the beds. They immediately got on the phone with with their representatives to advise them of the issue and I was then advised that they would not be able to get me another bunk bed until July.... and we were in mid May... I was not about to wait that long to get new bunk beds for my kids... now remember, I had chosen this particular bunk bed because others were not available until later dates and I needed bunk beds sooner rather than later. So now I don't have bunk beds for my kids. I eneded up keeping the mattresses and the sofa. I was advised that I would not be able to get any further assistance over the phone and I would have to go to the home store (original store where purchase was made) in order to get a replacement or changes to my purchase. This was frustrating being that I had just moved to my new place about an hour away. I finally made my was to the store in Oxnard a few weeks later. The store was busy and no one offered to help. I found the guy who sold me the furniture and told him what happened, no sorry no thing fr him, he was busy making a sale and pointed me to the customer service desk. It was very frustrating and chaotic! Worst experience by far at a furniture store. I got a refund for the items that I didn't get... however I didn't get the best outcome... I was "gifted" $200 in store credit that I could not use online and must be used on full priced items in person at the store... but... why would I ever want to purchase anything else when I had such a bad experience? I will definitely not be a returning client for sure and will NOT recommend this store. It was truly a disappointing experience and once the sale is done if something goes wrong you are not...

We drove an hour and 45 minutes on Black Friday to get to Ashley’s as the Oxnard store was the closest to our home. We had just moved and needed a living room set. Everything was supposedly 55% off so we thought we were getting a deal. Brenden helped us in store and seemed nice. However, after purchasing more and more red flags kept popping up. He told us that delivery of the coffee table and couch was included in the price.

Upon looking at the receipt we realized that it was a separate $120 charge that he did not inform us about. On top of that there was an $80 assembly charge for both pieces of furniture which we did not approve. Knowing that we would rather have it delivered and assembled we let that slide. We were also told the couch would be delivered in a week and we would get the table on January 6th (he told us this date was firm not estimated because everything we wanted was in stock).

The couch came without issue other than they did NOT show up in the time frame we selected. Luckily we made it work.

Fast forward to the week before January 6th, we contact customer service to confirm the delivery of the table as we had not heard anything. We are now told the table is back ordered and won’t be available until the last week of February. I decided to get online to see if we could see any sort of tracking in our account and there was not even a history of purchase. Upon looking up the table I noticed that it was listed as the full price being less than what we paid on the 55% off sale. I then looked for the couch and same thing. Not only that but both are listed as in stock and if ordered now can be delivered in a week. Over the next week we are told 6 different delivery dates ranging from January 31st to March 7th.

Finally we decide to call the store. Upon asking about the price difference from online. They tell us they have to inflate the price to cover their high rent prices in California… they also said it’s listed as in stock online because the online products ship from a different warehouse. and then we were told that the table is in fact back ordered and quoted a different delivery date then the first 6.

We decide to wait for the delivery date the store quoted us. That day is a couple days from now. We called the store last week and they are now saying our table is “stuck on a boat somewhere and there’s nothing they can do about it.” Then we were told “we would get it in April or May if we were lucky.” We asked for a full refund which they said they could do but have not received any money back yet. On top of that they will only refund the table price but not the price we paid for assembly and delivery for it.

We ended up ordering the same exact table on wayfair for full price which was the same as Ashley’s claimed “great 55% off Black Friday sale.” It has already shipped and will to be delivered in 5 days.

After wasting countless hours on the phone with support, and dealing with rude customer service and failed promises, I will NEVER shop at Ashley’s again. You...

The chair and couch I bought less than a year ago has had the cushion replaced and the issue recurred. I then had to wait for another tech to come look at the problem (again). He suggested replacing the defective items. It's been almost 6 weeks since he came, and they haven't sent a replacement cushion nor contacted me once. I have called SEVERAL times and been told they already sent a cushion, or they'd create a service order, and each time I call back because there's nocommunication from them, I'm told they didn't file it correctly and to call back. So yesterday I called and asked to escalate the issue because it seems like they're just trying to wait or my warranty, and they put me on hold for over 30 minutes just to come back on the line and say the escalation department is closed 30 minutes before and I needed to call back tomorrow. I just called in and the lady told me that I had to wait on hold for 2 or more hours for the evaluation department (except that would put them past the "closing time" I was told yesterday) and I said I can't hold for HOURS, so she said I could get a call back in about 2-3 hours but I had better not miss the call. I asked if there was a way I could actually speak with some one, and she said I could speak with the store manager. So she put me on hold, came back a few minutes later and told me to hold so she could transfer me. She transferred me to the store, where a quite snarky lady said she already told the other lady the manager is on vacation and no one could help me. She also said the escalation department take 3-4 DAYS to get back to you and will email with a resolution IF they have one. I said, and if they don't have a resolution? And she said basically don't know/ don't care. But THEY can't help because they're "just a show room". I reiterated I've been trying to resolve this for over a month and a half, and she said if it's been more than a year since I bought the furniture, they won't do anything at all. It's been less than a year, but if it takes me MONTHS to contact someone capable of helping with issues, that's completely ludicrous. Whatever happened to customer service, customer support, basic fricking respect for others? Seriiusly. If you don't want to stand behind your product or you don't want to offer decent products, why are you even in business? Just let me get furniture from someone who cares about the service and product they provide. This is so much time and energy I've wasted trying to resolve something. So many damn liars at the store, and...