Ashley Store — Local services in San Antonio

Updated Review:

The place was so big and a lot of choices. We went here for canvassing, we already visited rooms to go, conns and other local furniture place but we can't find what we want from there. And we decided to visit Ashley HomeStore. From the entrance someone will say Hi and welcome you in their store. We got Quira (I hope I spelled it right) and she roam us around, filter what we need and with the sale on going at the time we visited we also purchased one more need inside the house for a cheaper price compared to other stores nearby and online.

Quira helped us to figure out things and see from our budget, not pushy just informative with a Lil kick of comedy. I do not have picture but the place was amazing.

Above was my first review when I haven't experienced thier customer service:

Service: It was great, not pushy nor pesky. She was able to help us in choosing and weighing what we want depends on our budget and need. Easy deal, we chose what we want and we left.

Now before we left we were advised that we will receive our furniture by April 9, 2021, note we purchased February 27, 2021. The suggested time was enough for us to bear a little as we will have visitor after April 9, 2021 so it's just aligned with what we want.

April 9, 2021, NO ONE CONTACTED US. We initiated all the communication, I reached out to customer service on the website by they said that they do not have control or access with the store order or information as this is locally owned licensees. We called someone from Ashley and they said as well that the furniture MUST be delivered within 6 weeks, but it didn't happen.

What happen with the good rapport and transaction in the store? Let's say you can't deliver, no one will reach out just to notify the customer about that? So when are we getting our furniture? Our visitors are here, your promised date is not real. Your customer service is worse, oh wait you don't have a local one.

IF YOU WILL BUY IN ASHLEY MAYBE DO IT ONLINE AS THEY HAVE SUPPORTED CUSTOMER SERVICE AND MAYBE BETTER ASSISTANCE.

Update 04.18.2021

We went back to Ashley a week ago to talk to someone about our experience and ask for an update. She applied for ticket and give us paper and told us that we will be contacted on April 17, 2021 guess what!? NO ONE CONTACTED US AGAIN. We went today to Ashley and from the customer service they told us to email some people and our furniture will be delivered on May 4 but only parts. Like bed will be only the platform but not the head board and then the sectional couch will be only some of it.

WE'VE BEEN WAITING SINCE FEBRUARY 27, It will be almost 2months now and we still don't have it. Also the feedback email address it can't do anything. No action nor email being conveyed from Ashley. Also, the customer service in the front they tell us we will compensate you, we do not need compensation give what we have paid for!

OUR FURNITURE IS ALREADY PAID AND THEY DON'T GIVE ANY CARE.

Below are the furniture WE PAID but have not received any of it.

We end up canceling our order and went to other store. Cancellation was kind of tricky Managers can only process the process cancellation. So at first we went there we cancelled it and says it will be available in a week then after a week nothing happen. So we went back talk tp a different staff and gave us a paper receipt for cancellation and refund which we didn't received at first and we found out that only manager can do that. Then they refunded our money.

The sad thing about this our Ashley sales person interrupted too late, as I think it has something to do with her as well, maybe her commission getting pulled off, saying we can make the delivery expedited and so on but we don't like to go back to Ashley again.

Too late. Too much stress. Too much frustration. Too much wasted time. Thanks for the experience....

3 Updates at the bottom In June 2023, we purchased a table and 6 chairs with the intention of being able to have people over and have a place to sit and eat during the summer months leading to the fall holidays. Here it is November 22, 2023, and we still cannot use the dining set. When it was delivered and assembled months ago, we noticed 5/6 chairs were super uneven and one of the seats had substantial damage to the seat cushion. Upon mentioning this to the men putting the set together, we were told not to worry as they would set up a time for a technician to come out and adjust them asap. This did not settle well with us, but we felt a little stuck and decided to give them the benefit of the doubt. Unfortunately, we should have not trusted Ashley Furniture at all. Not only have we been unable to use this terrible set, but we have been stood up on multiple appointments set by the repair company Ashley contracts with. The first- no show, no call. We had to spend hours getting that appointment set after getting the run around and unable to make contact with anyone in Ashley stores for help. They made their sale- we no longer exist for them. 2nd appt was canceled last minute. They then finally got someone out, but all he came for was to look at the furniture and tell us that yup, we were right- it did indeed need to be fixed. Today's appointment was 10.30-1.30- and no one showed nor called. Yet, on all of these occasions, we were expected to be home instead of work to make sure the tech could come in to fix this furniture. We are beyond livid as we now can't even have our Thanksgiving meal at our home as the chairs and table remain in disrepair. I mean, this is a brand new, $2000+ dining set and it is unusable for going on 6 months. Ashley customer service has been non-existent- which is unsurprising as I expect their service to match their obviously poorly crafted furniture. My next step is to go ahead and start filing complaints with the AG's office, the BBB, and anywhere else where I might be able to get help. We have also been trying to get Ashley to just come pick up their set and refund our money with no success, so I will not stop until the set is usable, or out of my sight with my money refunded. If you are considering Ashley for any reason, don't. Go anywhere else that you can get better service and quality, or at least furniture that isn't unusable trash. Can't really photograph wobbliness, but you can see it is raised off the floor while the rest of the legs are on the floor. **Update 6 Days later: Received an email from BBB this morning informing us that they'd sent the complaint to Ashley to resolve. My resolution I filed on the complaint was either a full purchase and delivery refund with them picking it up themselves, or to have all chairs fixed by November 30th. Ashley is sending someone tomorrow with 6 new chairs. Well, maybe. Hopefully they show up and the chairs are brand new and not wobbly. Also, we discovered that Ashley does not do refunds at all, so keep that in mind if you want to chance a purchase as this is not something they mention at all at any point during the sale. As for us, this was the last time we will ever buy from there- the salesman also caused us a lot of grief and though he gave us his card- he never answered 1 call- so no more. We have also decided to become advocates against Ashley due to our experiences. There are better stores with better customer service and no crooks. *The guy brought 6 chairs and 3 were uneven and wobbly. We asked if we could keep the 3 'good' ones and give them our remaining 3 bad ones, but he said we take all 6, or nothing. We took nothing and I filed the complaint. The BBB did take it on as a case and it is still currently open. I also went deep diving on the net looking for ways to contact Ashley corporate. I did email the ceo, and have gotten an entire email list of all Ashley's corporate-am ready to email daily. 7th appt today * Required 8th appt to finally resolve. Good riddance Ashley forever. Avoid them at all costs...

I’ve changed my 5-star review to a 1-star. The lack of customer service from Ashley Furniture and the product they sell, Tempur- Pedic is very disappointing. The Tempur-Pedic bed was delivered Sept. 28, 2024. It included the Tempur-Pedic Adapt 2.0, king-size mattress, and the ERGO Smart King base. I alerted our salesperson on Sept 27th that there was something wrong with the mattress/base, and that my husband and I both were experiencing back and hip pain. She provided Ashley Furniture's customer service # to have a tech come out. I called the number and the rep. to schedule and appt. but she refused, and told me I would have to wait 30 days, giving me time to “adjust” to the mattress. My salesperson then called customer service, on my behalf, which I greatly appreciated. She called me back with a confirmation # and said a tech would be coming out on Saturday, Oct 5th. The tech never called to schedule the appt, so I called customer service again and was told, the appt. had been canceled because I had to wait the 30 days. I told her we thought the issue was the base, that's when the Ashley customer rep. said, we don't handle problems with the base and I would have to contact Tempur-Pedic customer service.

I went back to the store on Oct. 11th to speak with a manager since this had gone too far, I was frustrated because we couldn't sleep in our new bed. I was told that the managers were gone for the day but another salesperson told me this should be easily resolved and seemed shocked it had gotten to this point. I waited for his call that afternoon but didn't hear back so I called him the next day. He said he'd call me back in 30 min. but he never did. I had asked my salesperson early in this debacle for the manager's phone number but she told me she could not give it out to customers. Now I know why my salesperson gave me her cell phone number when I made the purchase, you can't reach the store to speak to her, or a manager if a conflict arises and there isn't an actual manager at all at their stores. That is highly concerning for any consumer in my opinion, you have to deal with customer service reps in another part of the country or perhaps outside the country that respond like robot's!

The last two weeks have been so stressful. I have made countless phone calls, waiting on hold, told there is nothing they can do at this time, told that a part for the base had been ordered but they haven't even been to our home to see what the problem is with the bed so how did they know what part to order? Then they said the repair company, Pro Home Service which is located in Conroe, TX, 3 1/2 hours from San Antonio, only comes every two weeks to San Antonio to make repairs on Tempur-Pedic beds IF there are multiple customers in need. All of this because the Tempur-Pedic bed was delivered by Ashley Furniture already damaged without me knowing and I’m responsible for getting it repaired? WHY does the customer have to do any of this? They delivered a damaged piece of furniture, and this should rightfully be their problem to correct not mine. Ashley Furniture should have delivered another base and taken the damaged base when I first made the complaint.

My salesperson told me during my initial visit to the store there was a 90-day guarantee with the bed, which made me feel comfortable making such a big financial commitment. Their idea of a guartantee is exchanging the mattress for one equal in price or higher in price. The adjustable bases are NEVER returnable. BUYER BEWARE.

I feel deceived. Never would I have financed nearly $7000.00 that will take us 60 months to pay off for a bed if there was no way to return it if it was not comfortable.

My initial post before delivery::: My sales person made my visit very enjoyable, she's kind, and professional and I enjoyed visiting with her. She was incredibly knowledgeable on the different mattresses which gave me confidence in investing in my new mattress and...