Ashley Store — Local services in Palmdale

When my family and I went to Ashley to look for a new bed for myself, we were greeted by Emma. I wanted a Nectar or Tempur-Pedic mattress with an adjustable bed frame. I have a bad back and needed a bed mattress that would support my back. Emma was great but a little aggressive. I get it, I've worked on commission before. From the other reviews, there were hidden charges and bait/switch tactics with some accessories. I don't remember the managers name, but she did give a discount. Since we were buying two beds (bought my son the same bed with a different base, this is important for this review).

I spent over $8000 on my bed (my parents bought my son his bed as a Christmas/Birthday present [they spent over $7000 for his bed]).

Don't get me wrong, I love the bed. I sleep very well on the bed. The complaint is the customer service and the lack of service.

About a month after purchase, we started noticing that the bed slid down on the base by about an inch to 2 inches. We went to the store, and they scheduled a tech to come out Awesome. The tech couldn't figure out why the mattress was sliding down on the base. He "recommended" I switch mattresses with my son. What?! No... The bar that is holding my mattress on my bed already popped out because the mattress put so much pressure on it. While the tech was at my house, he called Tempur-pedic to inform them of what was happening. Tempur-pedic said it wasn't their issue. Ashley says it isn't their issue. They don't know why this is happening. So.. what am I supposed to do? I bought the bed on 11/03/2024. So the tech told us, to raise the foot of the bed as high as it goes then lower the head part of the bed all the way down and then push the bed back to make sure the bed was pushed back onto the base. Why do I need to do this to a $8000 bed/frame BECAUSE on my son's bed, the mattress does not slide off when it is adjusted to certain positions.

I called the customer service line on or around 12/14/2024 to see what is going on with my case and was told that it was still being investigated. Seriously?!? I just want my bed to stay on the base, I don't want to keep scooting it back on the base. As a paying customer of an $8000+ bed, I would expect Ashley to want to fix this. I won't be shopping there anymore. It's January now, and no one is letting me know how they are going to...

Update: 12/03/2020 So just so you know because they don't tell you this especially military families when you buy a protection plan and you move as military families do often your protection plan that you paid your hard earned money on becomes null and void unless you want to drive back to the original store you purchased it from if you should need a replacement. Even so I've been trying to get my replacement pickup date and time since September of this year. I've wasted many hours on hold just four someone to answer the phone to say my replacement has been approved and cancelled but they don't call you to tell you this you have to call to find this out in the first place. I've called and left sooooo many messages. Today I am still actively trying to just set up a pick up date and time with no such luck. Ashley's Furniture is not good quality to begin with and the whole process of filing a claim is terrible, their follow up is terrible, there's no way to contact/email corporate that I've been able to find, communication with their consumer is terrible, and they show no care for you after they get your money. If you should choose to purchase from here I would highly recommend proceeding with caution and just buy better furniture from somewhere else. I regret the day I let my husband track me into get furniture from this awful place! Attached is pictures of the cheap thin wood they use to make their sub par furniture.

They are terrible at getting your stuff delivered. They don't even give you the courtesy of giving you a phone call to let you know you're not getting your stuff. This happened to us not...

Vernon was awesome. He took care of me and my mother in which saved us hundreds of dollars. Thank you Vernon.

Update:

The 3 star review is due to the lack of communication with the store and the delivery team. The delivery team was professional and I believe it was a miscommunication between the store and the delivery team. The gentlemen delivering the furniture and mattresses were also supposed to pick up the old mattresses and box springs. We had called numerous times about the issue and was given a date of this coming Tuesday. We had called again to hear that their system had never had us calling the first time and called yet again and the same issue had occurred with us not being in the system that we called. We were told that they would pick up the mattresses and box springs on Tuesday; the actual pickup was today (Saturday) and we were called via an automated recording at around 7:30 this morning when we were asleep. We had less than an hour to wrap the mattresses and didn't fully wrap the other mattress in time. Thankfully the gentlemen had assisted us with that.

The gentlemen who picked up our mattresses said that they were picking up one mattress but we had two mattresses and a box spring that were supposed to be picked up.

Vernon had stated that they would pick up onebox spring and one mattress (set) for $10.50. I had paid this twice for a total of $21.00.

The reason for the three star review is due to the lack of communication and how difficult it was to talk to someone at the store via the telephone.

Vernon was still a great help in saving us money on what we...