Ashley Store — Local services in Roseville

The most HORRIFIC customer service experience of our lives. We purchased a dining side board back on 10/16/19 and the first attempted delivery was 10/31/19. The item arrived damaged. We were told by the delivery people that it fell over in the truck at a previous spot. They told us that customer care would contact us to schedule a new delivery but we never received a call. A week later, we called them (they claimed that their automatic system called us but we had no record of any missed call) and rescheduled delivery. Upon the second delivery attempt, the delivery people discovered during assembly that the item was once again damaged, so they removed the unassembled item from our home and told us, yet again, that we would be contact to schedule a 3rd delivery. Once again, we never received the call and called back to reschedule. During this call, we expressed frustration that two days of work were missed to be available to accept a delivery of product that ended up arriving already damaged and tried to get delivery arranged for a specific timeframe. We were told that there was no way to control the delivery window as this is an auto-managed system. At this point we expressed that we no longer wanted the item and wanted a refund and were told that we needed to call the local store in order to get a refund. Upon calling the local store, the manager convinced us to give them another chance and refunded our delivery fee and sent gift cards for the store (which we have yet to use) and told us that our next delivery would be a VIP delivery, meaning the item would be checked off in the warehouse before being loaded on the truck to ensure it was of the best quality. Eventually, the 3rd delivery came and upon assembly the doors and door handles are all out of alignment and uneven (see photo). We reluctantly accepted this delivery because the delivery person stated that a technician would call within the hour and would likely be able to fix the problem. No one ever called (surprise!), so we ended up calling AGAIN and were told that a technician had been scheduled and provided us with a date. We were also told that we would receive a confirmation text the day prior. Neither the confirmation text nor the technician ever arrived. We called back AGAIN and were told this time that a case had never been opened in our file and therefore a technician was never scheduled to come out, even though were told otherwise. So, eventually we get a tech sent to our house and he evaluates the furniture and determines it cannot be fixed and said he would file a report and a customer service person would contact us to schedule and exchange. THAT, of course, NEVER happened and we, AGAIN had to call. So here we are today. We were given today's date and a timeframe of 10:15am - 2:15pm for delivery. As of 2:30pm, no one had arrived and we had received no communication from anyone about the status of this FOURTH delivery. We called back AGAIN and after being put on hold, the customer service rep returned to inform us that there was a routing issue and the delivery time would now be pushed to 4pm. Meanwhile, my fiancee took today off of work (her 3rd for delivery of this item) to be available for this delivery, which would not have been necessary if we knew the delivery would be 4pm. Ashley HomeStore is TERRIBLE. I am only giving them one star because Google will not allow me to give...

Maybe the most horrible customer sales and customer service experience I ever have since I’m in the us (I’ve lived in Europe and North Africa). When I bought my stuff in July 2021 a bedroom set and dining table, they told me there is a missing part in your bed so we need to order it for you and you will receive it in August 29 (1 month) I said yes, one month I’m OK, and i explained my situation like I can’t wait more than that and they saw my wife pregnant and they said you will receive it in August 29. My wife was pregnant at this time now my daughter is 5 months and my wife and my daughter still sleeping on the floor and we are in 02/06/2022. How many time I have been to the store to talk to the manager and the customer service lol I don’t remember all the time the same the manager told me he can’t do nothing and the customer service they always lie to me. I don’t recommend this store. This is the first and last last time for sure I’m dealing with Ashely Furniture. New update 04/20/2022 still at the Same point horrible customer service. Everyone in this company lies it’s incredible.

New update 04/23/2022 they delivered the missing part in my order yeahhh but still incredibly frustrating the missing part in my bed is missing another part definitely the most horrible experience dealing with this company completely unprofessional and disrespectful company after 9 months my wife my daughter and I sleep on the floor.

Oh yes the delivery teams at my house tried to hide the extra screws left for the missing part it’s just incredible. They started talking Spanish before they finally decided to hide the extra screws, thanks a god my 4 y son pulled the blanket where they put the screws from the second delivery team member, and lol I saw the screws and when I asked him they told me it’s extra screws. Then I realized that there is something wrong I got back to the pictures I took when saw the bed in the store (because after 9 months I completely forgot what I bought) surprise!!!!!!! incredible but true.

Now the delivery team on the phone told me they need to order it again and I need to wait at least 2 weeks (off cors it’s not true)

So to the person who comment like I need to email you (customer service) this is the they give it to me yesterday and this is my phone number because I’m done dealing and waiting all the time with a customer service who don’t care about there customer. So is there some one in this company ho can help and make it happen???!!

I joined the pictures for the bed. So what you need more you have my name my case number and my...

If we could rate this review a 10 ⭐️, we would!

Our experience at Ashley Furniture with Philip as our trusted advisor exceeded all expectations, turning a mundane furniture shopping trip into an unforgettable evening. Our almost two-hour journey to Roseville (from Napa) to find the perfect couch for our new home, initially started off with anticipation and hope visiting another well-known furniture store, quickly turned into disappointment as we struggled to find options that matched our tastes and preferences. We decided, in a last ditch effort before heading home to stop into Ashley Furniture and were immediately greeted by Philip's warm and knowledgeable presence.

Philip dedicated his time and expertise to assist us - even studying our floor plan - ensuring that we found the perfect couch for our new home. His commitment to customer satisfaction was evident as he patiently guided us through various options until we found the ideal match.

As the hours passed and the store closed, Philip remained by our side, going above and beyond to ensure our needs were met. Remarkably, Jeanine, the Customer Service Manager and Andy, the GM, respectively, stayed behind after hours to finalize our financing and ensure a seamless transaction.

Their professionalism, kindness, and even humor, despite the late hour, made the entire process enjoyable. Together, they worked tirelessly to ensure every detail was buttoned up, demonstrating their unwavering dedication to customer satisfaction.

What truly set this experience apart was Philip's continued dedication even after the store closed. He provided us with his personal cell phone number and went the extra mile by FaceTiming with us multiple times the following day to address any additional questions or concerns.

In the end, our furniture shopping journey not only led us to the perfect couch but also introduced us to a team of exceptional individuals at Ashley Furniture. Philip, Jeanine, and Andy's outstanding service, professionalism, and genuine care transformed our experience into a memorable one. If you're in search of exceptional service and expertise, look no further than Ashley Furniture and their dedicated team...