In Home Furniture — Local services in San Antonio

BY FAR THE WORST CUSTOMER SERVICE I'VE EVER EXPERIENCED...WOULD NOT RECOMMEND. My fiance and I originally ordered an Ashley sectional through the Military Exchange website. After multiple shipping delays as a result of manufacturing shutdowns due to COVID, we decided to check out In Home Furniture. We were thrilled to find out that they had the exact same sectional available to order. Knowing that it could still be months before we'd receive our sectional from the Military Exchange, we decided to cancel our original order and purchase the sectional from In Home after being told by an In Home sales rep that the sectional would arrive in their store by Sep. 24, 2020. After already going through the shipping delays with our first order, we asked 3-4 times to make CERTAIN that the sales rep had her facts straight...and each time she reassured us that they would place a rush on the order and promised that the item would arrive on the stated date. Although In Home agreed to price match with the cost of our first purchase, we ended up paying almost $200 more after tax and delivery was included. We thought the extra cost was worth it to have our sectional sooner on the date that was promised to us several times. Fast forward three weeks later when we call to check on the status of our order. We first called on a Saturday and In Home could not give us confirmation that the order was still on track but informed us that they would check with the vendor (Ashley) and get back to us. They never returned the call so we called back later that day before they closed. They still had no answer from Ashley so they said they would call us on Monday. Monday comes...no call. Tuesday comes...no call. We call back on Tuesday evening and In Home still has no idea of the status of our item. After looking into it, they inform us that the sales rep wrote down the wrong item number on the day of the sale. They claim that the mistake was corrected right away but somehow our sectional is no longer on track to be delivered on the promised date. We saw this coming after the terrible communication took place leading up to this point. We pointed out the errors and lack of knowledge and training of their sales team, and we explained that the only reason we switched to In Home was due to their promise that we would have our item on a specified date and we paid more for that promise. We stated that the sales rep should have never promised a date that she could not guarantee, and In Home agreed the statement and blamed it on the fact the sales rep was just recently hired. In light of these reasons, we asked for a partial refund for the difference in what we paid to switch to In Home (a measly $183.41). In Home declined our request and responded with excuse after excuse, blaming the issue on the fact the sales rep was new to the company and that shipping delays were out of their hands. In Home mentioned NOTHING of the shipping delays that they were FULLY AWARE of when they sold us our sectional. And they refused to take accountability for their shortcomings and blatant disregard of a promise they made to a customer...behavior that is seemingly manipulative and deceitful. I spoke to at least three different representatives of the company and when I asked to speak to a manager, I was declined to opportunity...behavior that is cowardly and embarrassing. Instead, I was told time and time again that they could offer nothing of any value to us to make up for our trouble and their horrendous customer service. At the end of the conversation, we were speechless and appalled by their lack of desire to take care of their customers in light of a very obvious mistake that they made...hands down. The company is disorganized, poorly managed, and poorly trained. Save yourself the money and frustration and stay away from In Home.

Sincerely, A one-time and...

So this is how a company turns a difficult experience into a positive one. Back on July 4th ordered an Ashley Accrington Sofa and Chaise, to complete the set of furniture we had been slowly buying over time. The price was right, and expected delivery made sense. After a couple of weeks called and checked in, and delivery was delayed due to manufacturing and shipping delays as the furniture was coming from China. Estimated to be delivered in August. Ok, cool, followed up in August when nothing happened and this time spoke to a different person (can't remember who, but everyone through this process has been professional, courteous and patient with a customer who was growing more and more frustrated with the situation, which again is no fault of In Home). More shipping delays, now we're September with ETA, but then nothing. Then I got Celia, who got my information and contacted Ashley directly and got back to me with the issue, that Ashley had the couch, but not the chaise, and as a result, wasn't shipping. She got more information for me than I had gotten previously, and this helped eased my concerns that I was never going to get my furniture. The price was too good to ignore, and getting a refund or exchange meant sacrificing the complete set we wanted. October was met with some hope that the items were with Ashley stateside, but now needed a full truck to deliver to the store.

So today called again because original delivery date to store was about a week and a half ago, and our exhaustion at not having the items still was driving us to get a refund. Thankfully it came in last night and Blanca explained the process for delivery and setup and thanked me for my patience throughout this process. People need to remember that 1) these are people on the other side of the phone and 2) they don't have a lot of control with the manufacturer.

Got a call from Josh saying that they'd be at my house in about 45 minutes and confirmed that was good for me. He and Jorge were on time and respectful of my space and ensured set up was complete and also how to set it up should we need to move things around.

Next time I'll probably just go into the store, but with COVID-19 the allure of online shopping and the price was too good to pass up. Thank you again to everyone involved in the process and turning this difficult experience into a positive one. It's so nice to be on new and...

WORST CUSTOMER SERVICE!! I went to the store the first weekend in April looking for a specific sectional by Ashley. The sales woman was very nice and helpful. She initially told me furniture delivery was slower than normal due to the pandemic. That was fine. Once she placed the order, she stated the arrival was 5/15/21. I called every day the week on 5/17-5/21 only to be given a number of excuses. I was told they would look into and call me back, oh Ashley is showing something weird and, they would call them and call me back. Then I was told only one piece of the sectional came in and they were going to find out why and call me back. Then on the last day of my attempts to get an answer, I was told by the gentleman that answered the phone that he has only been there for 4 days and does not know what to tell me. I asked could I speak with the manager and he told me no because they were with customers. I said well I am also a customer but, one who is upset. He said he could not place me on hold to get that because that is a rude gesture to interrupt. After all of that , I called the company that my financing was through, and explained the situation. They put me on hold and attempted a few times to call the store and no answer. I was able to get my deposit back. I ended going through Ashley to find a set and and get a better financing option with them. My furniture was also delivered two days later! In Home has great merchandise but save yourself the headache and go through the manufacturer direct!

UPDATE: I do see the response from the company. Let me make this clear. YOU DID NOT ASSIST ME IN GETTING ANY FINANCING! I kept my review factual and professional. Please do not lie in your post. I am speaking on the dates you provided me and, lets not forget that you did not address the fact that I called, what your "new" employee advised me and how they were not helpful! Bottom line, I kept getting the run around. My suggestion to anyone wanting to purchase furniture is, if you need to finance, go to the direct manufacturers store. You will get better financing, your merchandise in a timely fashion (pandemic or not), and better...