Ashley Store — Local services in Plano

Is it possible to leave negative stars for a store? I don't think so, so i'll just leave this here. I don't think that I have encountered a store with a more incompetent group of employees, managers, etc. than I have this one. I ordered a bed frame, nightstand, and dresser on July 30th, 2024. The bed frame and dresser were scheduled for delivery to my apartment on August 9th, 2024. The nightstand was delayed because of shipping. August 9th rolls around and only my bed frame is delivered, no dresser. This is when I first called Ashley customer service to inquire about where my dresser was and why I was not notified about it not being delivered. I then drove to their store that evening to find out what happened and the manager I spoke to emailed the warehouse for me. Said there was no "phone number" for the warehouse? He stated that I would be getting a call later that evening. We all know how that ended (he did not call). At this point it is the week of August 11th, I received confirmation that my dresser and nightstand were being delivered on August 17th. It comes around and I receive no phone call, no text, no nothing about my order being cancelled. I had to call Ashley customer service 3 times to figure out why and how my order was cancelled. In between this time, I have been told that my dresser is sitting at the warehouse waiting to be delivered. Later Saturday August 17th I received a call from Ashley customer service saying that, "your dresser and nightstand will both be delivered on August 20th." Today rolls around and I get confirmation about both the nightstand and dresser being delivered. The truck gets here and the only thing that they are delivering is the nightstand, no dresser in sight. I look to my order after they leave and see that my dresser has been "cancelled." So I do as any impatient customer would do and call Ashley customer service once again. They tell me that the dresser can be delivered on August 23rd. I ask one simple question, "why? it was supposed to be delivered today." The only answer I get back to every question I ask is "I don't know ma'am." I then proceed to call this Ashley Home Store because I got my furniture here and get an answer on the other side of the phone. She proceeds to ask me what I was calling about and as I am explaining what has happened she immediately placed me on hold and did not allot me time to finish what I was saying. In my book, that was rude and very unprofessional for her to do so. I was then transferred to someone else (a manager?) whose only answer was "i'm sorry i was not at the warehouse today I don't know what happened there this morning." He was busy with another customer and did not really care what I was speaking about. So, I then had to jump back on the phone with Ashley customer service again and beg her to give me the number of the warehouse that is holding my furniture. I have been assured that my dresser will be coming on August 23rd, will it though? Probably not! Will I have to go through all of this once again and have no apologies or help from Ashley during the process? Yup! I hope that someone with some empathy and respect will see this and compensate for the incompetence, stress, anxiety and wasted time they have put me through. Learn to have some respect and good communication for your customers next time...

Very Disappointed — Dishonest Business Practice and Poor Customer Service

I purchased a floor model set from the Ashley Plano store, which included a chest, a dresser, a nightstand, a king-size bed, and a dresser mirror. The salesperson told me the 50% discount was part of a July 4th floor model change — but never disclosed any existing damage on the furniture.

When the set was delivered, the chest, the dresser and the bed footboard all had visible damages, including scratches and defects that were never mentioned during the sale. I contacted customer service several times, but they kept transferring me back to the Plano store. The store told me the set was sold “as-is” and refused to offer any resolution or replacement.

To make matters worse, the floor model only included one nightstand, so I paid an extra $300 for a matching nightstand. When I told the store I was considering refusing the damaged floor set, they informed me that the extra nightstand is non-returnable — which means I either have to accept the damaged set or sell the brand-new nightstand at a loss on the second-hand market.

I understand that floor models may show some wear, but honest disclosure of damage is a basic business practice. Customers deserve the chance to make an informed decision. This experience felt deceptive and left me with no fair option.

I strongly recommend checking every item thoroughly and being cautious when buying from this store. They do not stand behind honest sales practices or customer care.

{Further Review}

After a long and frustrating experience with both Ashley’s customer service and the Plano store, we reluctantly agreed to accept the furniture, with a small compensation offered by Ashley. Unfortunately, this only led to further nightmare. Ashley scheduled a second delivery for July 23, and I took a day off from work to receive the items—but the delivery never happened. Due to internal miscommunication, the third-party delivery team was unable to retrieve the furniture from the correct warehouse. We then rescheduled for today, July 29. Yet again, Ashley failed to deliver. When I called to follow up, I was told the delay was due to a “quality assurance” issue. To make matters worse, the representative stated that if the issue persists, they may continue to reschedule indefinitely. This experience has been exhausting, and the lack of accountability and coordination has made it extremely difficult to trust the process. I hope Ashley takes this seriously and resolves the issue promptly—for us and for future customers.

{Final Update} My furniture finally arrived on July 31 with nice delivery. Michael Fisher, the Plano local store manager, gave his support helping to solve minor issues...

Hello we purchased sectional sofa from north central exp way Ashley Store assit by sales person Billi he was very nice and helpful person very nice way he treat well trained and they said we will deliver on 15th November 2022 but before 4 days they called us and said we will deliver on 16th November 2022 instead of 15th November 2022 we said okay we will wait for 1 day. But on 16th November 2022 we received half part of sectional sofa that is 2 seats only and that driver said in this area our 5 trucks coming for delivery so just call in customer service or store that in which truck your half portion is there . We called in customer service one lady told that in 24 to 48 hours we will reply you about your half part of sofa we were not satisfied by this answer so we again called in customer service afternoon one man talked very rudely he didn’t know how to answered to customer he didn’t response properly and said we lost your sofa from warehouse now you should wait or complaint or talked with sales person on store so then i talked with Billi who is a sales person he said please wait by 4:00 pm definitely i will give you updates he didn’t called us still i called in store at 4:20 pm Billi said I am just checking just wait for 5 minutes i will call you 20 minutes passed he didn’t called us i called at 4:45 pm he transferred to Manager named is Mr. Kodi of north central store I explained whole story he said i will give credit of delivery charges $199.99 and wait till 1st December 2022 . So as a customer how i trust to him that they will deliver to us on 1st December 2022 because i read reviews they just give you time they are not delivered the right products and not taking customers problems . So I recommend to all other customers dont visit to Ashley store they giving you good discounts but products not delivered and also not good customer service very worst customer service i ever see if there negative ratings definitely i give them please visit to other store but really dont visit this worst Ashley store. They just give you excuses even Manager how to trust other salesperson or customer service. For other customers i put 2 images 1 we click whole set in store and what...