Ashley Store — Local services in Pearland

UPDATE- I CALLED THE 800 NUMBER BELOW.....NOTHING CHANGED. THE REPRESENTATIVE JUST TOLD ME THERE WAS NOTHING THAT COULD BE DONE. SO I STAND BY MY ORIGINAL REVIEW. NOW YOU WASTED MY TIME BY ASKING ME TO CALL BACK. Mattress buyers beware. I purchased a Stearns and Foster Reserve Firm Mattress. I went into the Pearland location to try it out and was surprised at how soft (not firm as the name implied) it felt but was told that it was soft because it was the Reserve Collection. When the mattress arrived at my home it was extremely firm, and it was painful to lay down on and my body hurt when I woke up in the morning. I was told to give it 30 days and we gave it even more time than that and it never softened up. This was not the same bed I tried in the store. I decided to use the one-time option to exchange the mattress and decided to visit the Ashley Store in Webster as they had Reserve Soft that I could try. When I got there it was the same bed that I remembered from the Pearland store….just perfect. I assumed the Pearland store had accidentally told me that theirs was the firm. I went back to the Pearland store and told the manager that his bed was actually the soft and he said that the Webster store was wrong. I went ahead and ordered the soft and trusted what the Webster store told me and now that it is in my home it is so soft we are sinking into it and it has absolutely no support. Super uncomfortable and more body aches in the morning. This again was not the same mattress that I tried in the showroom. I understand the exchange is a one-time offer, but I also feel that the mattresses in the showroom do not give the buyer a clear understanding of what they are buying in regard to the Stearns and Foster Reserve Collection. It is not just a little off, there was a huge variance. I explained this to the CSR and even mentioned that they may want to take this up with the MFG. I also asked if they would consider checking into the issue and giving me another opportunity to switch to a different brand. When the rep checked and came back on the line, she said it was not possible and that the bed may change over time. There is no way it is going to become firmer? She also said that the beds from the boxes may need more time to fluff up….this is not a bed in a box!!! This is a $5800 mattress. I asked to speak to a manager…..again, just hear me out….I believe you have a problem you may not know about. No one would come to the phone. I was told they do not want to discuss this and there is nothing that can be done. I get that rules are in place for a reason, but I believe you have an issue with Stearns and Foster. I was extremely polite and professional and not acting like a crazy lunatic and I truly believe if they would investigate what I am saying they would see that they may have an issue they are unaware of and if feels a bit like bait and switch. These mattresses are so far off from what I felt in the showroom. So now, I have a $5800 mattress that is going to go to my guest room and luckily, they lied to me about taking my mattress and box springs when they delivered my mattress originally and they could not take it with them so at least I can pull it out of the garage and use it again. The worst part is that the CS Manager would not come to the phone and would not even listen to the probability that they have a problem. Again, I was not even raising my voice. They were not going to be met with a confrontation, I just wanted to have a discussion. At this point I would say do not buy a mattress here. The floor models are grossly misleading. I would have been better off reading descriptions online of beds in boxes and could have bought a couple for what I paid. What a huge disappointment in the Stearns and Foster Reserve Collection and even more so with Ashley Furniture. Will never shop there again for any type of furniture. I hope you...

DO NOT BUY FURNITURE FROM HERE, OR ASHLEY IN GENERAL.

I have never encountered a company with such utter disregard for customer service. I'm genuinely shocked at how bad this entire experience has been. We ordered two tables and a desk from this store with white glove delivery, which we were informed included assembly (no exceptions to this policy were communicated to us and none are in the "contract" either). While we were ordering, I noticed Sue/Lavonda (two different business cards for the same person so not sure what she goes by) entered in the wrong desk. I called it out and she said she changed it. Upon delivery, the desk did not arrive. Apparently it was on backorder but no one cared to communicate that with us. On the delivery sheet, I noticed it still had the wrong desk. I called that day and got a new delivery date of 10/25 and let them know to correct the desk again. 10/25 came and went... no communication, no delivery. I call again and get yet another delivery date of 11/4. They drop the box off and say that because the delivery slip says "unassembled" that they will not assemble the desk. Again, where is this in the contract? They leave and we start assembling the desk, only to realize it's the wrong desk plus half of the right desk (so now we have 1.5 desks). When we call customer service to correct this issue, they say we need to talk to the store - this theme of going between customer service and the store goes on and on throughout our entire experience so I won't get into how many times we were told we need to talk to the other when we called one (hint: over 20). I go to the store and am told that they can process an exchange but not a return because the desk was not immediately returned when the delivery team dropped it off, that it's not eligible for return. Ok... I would have sent it back immediately if they assembled it like I paid for them to do. When they processed my exchange, again, no one knows when it will get delivered. At this point I got so frustrated I asked to just cancel everything and return the desk.

We spoke to customer service, the store, and corporate and no one is even willing to listen to us or speak to us about it. How is this possible? They keep saying we are breaching our contract (which is not a signed document, by the way) by requesting a refund even though they breached the contract with the white glove delivery. Additional terms and conditions were not communicated to us nor provided to us through email, website, etc.

Every single person we have spoken to (Martha, Otto, the sales team, customer service, Rodrigo from corporate, the list goes on and on) has been so rude, to the point of raising their voice at me and talking to me like I'm unintelligent.

I'm shocked no one at the company is not even willing to listen to us. Again, I have never encountered a company so unwilling to work with their customers and speaks to them in such a brazen manner.

It was such a huge mistake purchasing from them and I...

Ashley Furniture Review – A Disappointing and Frustrating First Experience I had a terrible first experience at Ashley Furniture, and I will never shop here again. The salesperson ( Jalen Broussard) completely pushed me into a sale, and instead of fully explaining the financing process, they created a credit card for me—something I did not want or expect. As someone new to financing, I was not given the proper information to make an informed decision, and now I am left dealing with the consequences of their aggressive sales tactics. To make matters worse, I had to chase down the manager (Jonathan) for assistance. They never called me back, and I had to be the one to follow up. I thought the manager (Jonathan) was working with me, but clearly, they were not. I was forced to go through Ashley Furniture’s customer service line, contact my bank, the bank related to Ashley's Furniture, and then call the manager (Jonathan) again—just to fix a situation that should never have happened in the first place. Even after all of that, I was told it will take two months for my financing to be canceled. This is completely unacceptable. The manager (Jonathan) told me my transactions were canceled, yet they are still appearing on my credit report. If this negatively impacts my credit, I will be extremely upset. On top of that, when I was calling to get in contact with Jonathan, I was redirected multiple times before finally speaking with a woman named Rolanda, who was actually helpful. She informed me that Jonathan never processed my mattress protector return, which completely shocked me because I had returned it directly into his hands. He had from Sunday, February 2nd, until today, February 6th, to process the return, and if I hadn’t caught this mistake, it would have negatively affected my finances and credit. It is unacceptable to pressure first-time customers into something they do not want, especially when they are new to the process. Instead of letting me look around and make my own decisions, I was pushed into financing without proper explanation. This entire experience has been frustrating, disappointing, and completely avoidable if the staff had just listened and respected my choices. I will never shop at Ashley Furniture again, and I have already told others about my experience so they can avoid making the same mistake. I expected better customer service and transparency, but instead, I was misled and left dealing with a mess I never should have had...