Ashley Store — Local services in Palm Desert

BEWARE: ALL SALES ARE FINAL AT ASHLEY

I purchased four barstools from the Ashley Furniture store in Palm Desert after researching them online and visiting the showroom. Three of the four boxes remain unopened, and one was opened only to discover the item was the wrong size. When I attempted to return them, I was told Ashley Furniture has an “all sales final” policy and does not accept returns.

At no point during the purchase did the salesperson or paperwork process clearly disclose this policy. We were rushed through the transaction, and there were no conspicuous signs posted in the store making this restriction known. The website and in-store documents also present conflicting information about returns. Only after contacting the store did I learn about a hidden process requiring a “Notice of Dispute” buried in the fine print of Ashley’s website.

This is not what I expect from a major retailer. In today’s marketplace, virtually all retailers accept returns on unopened merchandise within a reasonable period. California law even requires “all sales final” policies to be clearly and conspicuously posted in stores. Ashley Furniture failed to meet that standard. I'm not sure why anyone would buy from Ashley when nearly every other retailer takes returns. It doesn't say much about their integrity or concern for customer satisfaction.

Consumers deserve transparency and fair treatment. Unfortunately, my experience with Ashley Furniture was misleading and unnecessarily burdensome. I would not have made this purchase had I known the true nature of their return policy and I will never shop here again.

UPDATE 9.17.25

Ashley has offered me $60 to keep the barstools, which I find unacceptable. Their “all sales final” policy was never clearly posted or explained at the time of purchase, which violates California consumer protection law. This resembles the tactics used by disreputable overseas sellers on social media who deliver unusable goods and then offer a partial refund rather than accepting a return. It is deeply concerning to see Ashley, a major U.S. brand, following a practice that mirrors such tactics. I will be contacting local media outlets in the Coachella Valley (including the Roggin Report) to ensure other consumers are aware of these practices.

UPDATE 9.22.25

To date, I have been contacted twice by Customer Care:

The first email requested photos of the boxes in response to my Notice of Dispute.

The second informed me that replacements had been ordered and would be delivered on September 30.

This response demonstrates that my Notice of Dispute was not read carefully. I clearly stated I am requesting a refund, not replacements. The barstools are unusable for me, so sending three more creates additional expense without resolving the issue.

In short, Ashley is spending more money and time to make this problem worse. A refund and return would have been the lowest-cost resolution from the start—clean, efficient, and brand-preserving.

This situation is not simply a customer complaint—it is a case study in operational inefficiency, wasted resources, and disregard for customer time.

I've now respectfully asked the CEO for his direct intervention to ensure this matter is resolved in a way that makes both financial and reputational...

We were referred to Ashley from a previous employer who spoke very highly of the brand and customer service team. We purchased a 14" Chime Elite King Mattress bed which we loved instantly (our sales associate was Felix who was amazing). Once we arrived home, we were notified that some information was incorrect and we would have to stop by and correct it (mix up with the billing address and delivery address).

We stopped by and made the decision to also add a bed and possibly were thinking entire bedroom set, Felix was helping us but had to leave and had another associate assist us with the changes to the order.

While going over the details about adding the bed, the associate helping us asked if we wanted a mattress cover (i declined as I already have one) and said that the warranty on the mattress would be voided if I did not purchase the cover (I smirked as I had already purchased the bed the night prior with no cover thus making my warranty no good) but I was told if I didn't purchase the box spring with the mattress that my warranty would be voided (at this point, I'm being told two different things, both in which my warranty would be voided because wither way, I was walking out with out one or the other with the initial sale).

During this process I was talking with my boyfriend about the purchase as this is something that I will have for years to come and it's not something you can return or exchange if you don't like it. Furnishing a room/home takes time and consideration as they are permanent purchases for your home.

During this time, another associate kept walking by behind the sales desk (the finance lady helping us was very kind and so was the associate) and sucking his teeth, breathing heavy like when someone is annoyed. He continued to make comments from down the desk saying "I would just get the mattress cover" or something like that but in an annoyed voice, to which I felt completely disrespected and pushed on to jump on a decision/purchase that is not for anyone else by myself.

It hurt me to do, but due to that sales man (shorter, blad-ish) I decided to cancel my entire purchase completely. A mattress and bed that we had completely fallen in love with thrown out the door due to poor customer service from another associate.

I feel extremely bad as this affects Felixs sales and commissions, but it's unfortunate that a sale was lost and my family and I left with a bad representation of Ashley due to the unprofessionalism of...

If I could leave 0 stars I would, unfortunately I had to put 1 to even leave a review. We had an absolutely horrible experience with Ashley’s Furniture Palm Desert, CA store and are sadly still dealing with the situation months later. I can 100% say that this is the worst customer service I have ever received. My fiancé and I bought a bedroom set from Ashley’s as well as a mattress etc. And only a few weeks and $7,000 later, our brand new $2,100 mattress was deemed faulty by one of their own technicians. Thank God we didn’t go with the $10,000 mattress they were pushing us on. We had not even had this mattress for two months before it formed a dip and sunk completely to where the Ashley’s mattress technician gave an official report that they indeed sold us a faulty product. We have been going through months of back and forth with them, they refuse to give us a refund for it as we do not trust them at all and therefore do not want to exchange for the same or more expensive mattress which were the options they gave us, their furniture is completely cheap, customer service is so unhelpful and rude. They then told me I can pick the mattress I like, but since it’s cheaper, I would still owe them $2,100, even though they are the ones breaking contract law since THEY SOLD A FAULTY PRODUCT WHICH HAS CAUSED INJURIES. Completely illegal. I asked for a refund so we can go elsewhere as we don’t want to buy from them ever again, as again, they sold us a faulty product which was so bad, it leaves me to wonder if it was even new in the first place. This is the worst furniture I have ever received, as I am pregnant and have been sleeping on this extremely uncomfortable and faulty mattress in which is now causing me back injuries and has greatly exacerbated my fiancé’s back issues, and still months later they won’t even help me deal with corporate, they said they will not issue a refund in their store, it’s up to me to call corporate, and their manager refused to even speak to me. I will never buy here again, and I would recommend going anywhere else but Ashley’s Furniture to receive actual customer service and products that will most likely be a better price, NOT FAULTY, and better quality as even when they do sell a faulty product, they don’t seem to care at all whether it’s causing you injuries, pain, or frustration, they refuse to make their own mistakes right with the...