Ashley Store — Local services in Sacramento

My experience when I recently visited Ashley furniture in Natomas. Tania WIllis was my sales rep she was great in the begging. I went in and ordered the Lanford bed i sat on the actual bed and measured as well as took the bedding off to see the platform and inspected if this was the right fit for me. Tania seen and placed the order. She failed to mention it was the incorrect on which is the panel bed. The next day Sunday 7/7 i called the ware house to schedule my appointment to pick up my items they gave me a date for Tuesday 7/9 at 1:30pm. on Tuesday i received a text message which is below in the photos states that it was out for delivery i was confused as i was to pick it up so i called the number and they confirmed it was out for delivery. at 1:45 i get a call from the ware house and said i missed my pick-up appointment i said i was told it was out for delivery between 5-6 pm they then said it was a system error. But i called they confirmed so i am confused. I then had to go have it picked up before 4:30 rearranging all my plans once again mind you i took time off work for this. i get home after picking up the furniture and proceeded to attempt to build it on weds 7/10 its incorrect i noticed it was the panel bed not what i wanted. I then proceed to call the ware house they said it was the correct items i needed to reach out to the store so then i call no one answers after 4 phone calls. so i drove over to the store again i arrived and i see Tania her response was oh you were my client as there was another woman at the counter to see her i said no the furniture you ordered foe me is incorrect. she did not seem to care was more interested in assisting the customer that came to see her i also called in advance with no return call. i get passed to customer service a lady behind the desk who also was un wiling to assist me in calling the warehouse and wanted to argue with me i said look i called your ware house to verify they have it in stock i explained to them my situation she said i have it and can pull it for you to pick up today i explained that to the store they said the cannot speak to them as they have to have a sales ticket and it takes two days. i explained i have this all figured out for you., i was willing to repurchase the bed and wait for my refund until we figure this situation out as the store manager mustafa or whatever his name is came back on Saturday so they gave me a tall skinny clean gut guy key holder who had his own made business card with aw i asked for everyone's business cards his response was we do not have any as were cutting costs. Your telling me your beautiful store cannot afford a business card... wow. So, then i proceeded on how will you assist me in getting my furniture correct. he said free delivery there is not much i can do because you didn't purchase a whole set only the bed frame. i don't want delivery ill pick it up myself. he also said what do you want me to do fire her meaning Tania the sales member who assisted me and wrote it incorrectly i get we all make mistakes but wow that's not something you should say to a customer. i was told they are making a case and would take 72 hours for a response i then proceeded to ask will i get an email they said i would get a call so i then asked can i a reference or case number. she had not even made the case yet she said how do i do this to the key holder so if i did not ask i would have had to wait longer. It’s now 7/12 and still no response the store is still not answering the phone it’s almost impossible to get in touch with any one from this store. I called customer service they told me the case had been transferred to the correct department and I’ll have a resolution or answer in 72 hours. excuse me this is not my fault i have waited for long enough already and missed work as well all i want is what i paid for mind you i paid in cash for it to. My whole house is Ashley furniture but after this i do not think i will go back they have gone way downhill with the service here. please see my photos...

The Associate that helped me was fine. He did get the configuration of my couch wrong which I knew it would be. I was ok at first but when I tell you it has been the WORST customer service experience ever since. Let's start with I have not received any type if call or follow up since December 26 from Customer care(which is a joke) or the store. I have made multiple calls and gone to the store 3 times now. Have they offered anything for the inconvenience of time, gas and pure disregard? NOPE. So the wrong couch gets delivered, customer care calls and I let them know they create a case saying I will get a call within 24-48 hours with a pickup and new delivery date.. I advocate for myself and call the store at 10am on 12/26/24. I'll get a call back when customer service gets in at 1245.. 4 pm nothing so I call. Get told the pick up has to get approved. I got to the store Saturday causebi have not gotten a call told customer service gets in at 1..again amd why didn't i reject the delivery. I said inwas at work my mom accepted it. OK. Monday comes nothing. I call customer care(joke) you have to wait 72 hours. So now I don't even know why but I wait. No call from anyone. I call 01/01/2025 customer care ask for a supervisor, I speak to one she says she will put a credit on my file I can go to the store and pick out a couch( why? I just need the right configuration, it's in the system. ) but ok whatever. I burn more gas go to the store. Get it right. Delivery set up for 01/07/2025. I am again at work. My mom calls saying they have a order to deliver but not one to pick up. ARE YOU SERIOUS.. like make it make sense. The delivery driver calls his boss, this lady is rude af, then says she will try and get approval. Guess what it doesn't get approved. like HOW?? I am beyond upset leave work. Go home call the store no one answers per usual. Call goes to customer care(joke). All they can do is send a email I'll get a call within 72 hours. Like unbelievable. I ask to speak to a supervisor (not available) then one becomes available and still has to send a email. I ask for a corporate number. They give me the store like what the hell. They don't do anything there either. So I drive BACK to the store. The front desk lady send a message to the warehouse through teams. She said i will call you when they respond. I said no I'll wait cause yall phones don't seem to work. An hour later no response. She said I am her til 9 and will call. Do you know she never did. SMH. So since December 26th 2024 I have NOT heard from anyone from ASHLEY this business is a joke. I filed a complaint BBB case this is diabolical. Like deliver the right couch , pick up the old one and quit...

I purchased a love seat recliner yesterday and was promised delivery by Sunday which was 3 days out and possibly even Saturday. I was told I’d receive a text to confirm delivery a couple of days prior that I would need to respond to in order to confirm the delivery appointment. I recieved a text this afternoon looking to confirm for Monday the 21st. I then called to see what the problem was as I was promised Sunday or possibly Saturday but definitely not Monday. I called and spoke to a very nice very helpful woman. I explained what was happening and when she checked I was told that I was called and due to the fact I didn’t return the call timely my delivery was pushed out until Monday. I explained that I didn’t see the call and was told I would receive a text . I work in the transportation industry so I know things happen. I also accepted that if I missed the call and didn’t respond they need to move forward. Once I got off the call I checked my voicemail and found that the message was confirming for Monday the 21st and that I had until 2 pm the next day to confirm. Now realizing that it was NOT due to me not responding I called back. I explained the situation to another very nice and very helpful woman what was happening. She couldn’t get a hold of the warehouse and I was stuck. I get things happen but don’t put it on me when it had nothing to do with anything I failed to do. I ended up going to the store and was directed to customer service where I spoke with Chris. I explained everything to Chris and he looked to see what may be able to done to rectify the situation. Unfortunately there wasn’t anything he could do about getting my couch to me sooner but gave me a straight forward honest answer and I really appreciated that. He offered to refund part of the delivery fee and also gave me a deal on a picture I had been looking at the day before. I’ve managed in a service based industry for over 20 years and I was extremely impressed by both the ladies that worked to try and help me and by how Chris worked to try and make it right. Things go wrong and situations change but it all about what’s done to moving forward to help make it right and provide the best experience for the customer. The sales experience was not great and I probably should never have been promised the delivery date I was. The back side of the experience made up for it completely. Thanks to Chris and the very helpful ladies that tried to help I will be getting my delivery on Monday and will definitely come back and will be happy to refer others to Ashley....