Ashley Store — Local services in San Diego

tl;dr Ashley furniture furniture is low quality, breaks a lot, and their furniture replacement plan does not deliver what they promise.

I bought a dining room and chair set from Ashley furniture about 2 years ago. I was sold the warranty by the sales associate who stated that any time there is breakage for the next 5 years, the warranty would replace the furniture. The set look nice at first, but over time, the chair legs started wearing out and breaking quite often.

I had the warranty company come out to look at the chair legs. They told me they couldn't fix it, and sent me a gift card. The gift card was less than the current retail price as I bought the dining room table and chairs as a package, and was given a discount at the time. I was told to contact Ashley furniture, and they would replace the chairs for me using the discounted price. When I called Ashley furniture's call center, they were amicable and told me to go into the Miramar Ashley furniture store and they would help me with a replacement.

This is where the trouble began. I walked into the store and directed to a counter where there were two people staring at me with cold daggers. I told them about my situation and asked them if they could help me. Steve, who I found out later was the sales manager, didn't ask me about my purchase or the amount I was given to replace the chairs, and immediately told me, that's how warranty works and they couldn't replace my chairs.

Of course, I got upset because Steve didn't even begin to have a conversation with me but callously tried to turn me away from the store. I tried explaining to Steve that I called Ashley furniture corporate, and they told me to come in store. However, Steve just started getting more upset telling me that's how warranty works, and I could either purchase a new piece of furniture for full price or go check out the clearance aisle. I wanted to fully get Steve's words captured on audio, so I asked Steve if I could record the conversation, and he told me no, and threatened to call the cops if I recorded the conversation. Later, he ran into his office, closed the door and told me to leave.

After waiting for about 5 minutes, and asking Steve again to come out and have a conversation without recording (he forced me to turn off my phone to continue the conversation). I told him that the sales people who sold me the table promised that if there was breakage with the chairs, the chair would be replaced. He told me that he doesn't have anything to do with what the sales people say or do (later I found out he was the sales manager!). He continued to be adamant that I had no additional recourse and told me that I was confrontational and he wouldn't have a talk to me. He then lied about the warranty terms saying it didn't say they would replace the furniture. However, upon reviewing the contract, it states:

"If We cannot repair the damage or replace a damaged part, the affected Furniture will be replaced with the same or a similar piece of furniture having an equal retail purchase price as the damaged Furniture."

Of course, Steve stated the opposite telling me that this is how the warranty worked and he would not help me any further. Again, he was very confrontational, telling me that he would no longer have any conversations with me, and told me I could purchase a chair at full price while applying the gift card. This would result in a $70 difference to replace a chair under warranty.

After being threatened again that I would be trespassed and ignored by Steve, I left and called Ashley corporate. Ashley corporate told me that the store should have helped me replace the chair with the gift card given (as they originally stated), and that they would investigate on their end.

Let this be a fair warning for those who want to purchase furniture from this company. Their furniture WILL break, and they WILL NOT honor their warranty. And if you happen to run into a Steve, they WILL threaten to call the cops on you if you're trying to have a conversation with them about the terms of...

⭐☆☆☆☆ — Disorganized, Unhelpful, and a Waste of My Time

I want to share my experience with Ashley Furniture (Mirimar location) to help others avoid the hassle I’ve been through.

On August 14, I visited the store and purchased a King Panel Bed Set for $646.49 (tax included). I chose this option because it was more affordable than other beds I had seen elsewhere. The store price matched their own website (which was $200 cheaper) and included free delivery — something they implied was standard.

The estimated delivery was set for August 21, which was perfect timing as my husband was going back to sea the next day. We were excited, especially because the delivery window was confirmed repeatedly via four different emails — all stating our bed would arrive between 8am–12pm on the 21st.

But it never arrived.

I called their automated system, entered my order number, and was told that no delivery was scheduled. Then, after calling a live agent and digging for answers, I was finally called by the company later that day, informing me that part of the bed was on backorder, and the delivery was rescheduled for Tuesday, August 26.

I was never proactively told about the delay — I had to chase them for answers before they contacted me.

This new date was a problem. My husband would be away, and I’d now need to pay out-of-pocket for help assembling the bed. I asked the customer service agent to submit a compensation ticket to waive the $50 setup fee due to the inconvenience. She submitted it and said I’d hear back in 48–72 business hours — which would fall on the day of the new delivery.

She also recommended I call the Mirimar store directly, since they might resolve it faster. I called and asked to speak to a manager. The person said the manager would call me back — no one ever did. I followed up on Friday — still no response.

Finally, on Monday, I reached someone at the store who said it was actually their department. Unfortunately, she told me they couldn’t waive the setup fee because:

They "have to pay their delivery drivers"

I bought the bed at a discounted price, and therefore

They “don’t have the margins” to offer setup (yes, seriously)

I was also told “it’s not good business to just give things away for free.” The rep was polite, but not helpful in any way.

I gave up and agreed to just pay the $50 setup fee myself — only to be told I’d have to come back into the store in person to pay it, because their system can’t process add-ons remotely. And I had to do it that day, since the delivery was scheduled for tomorrow.

As of now:

The bed still hasn’t been delivered

I’ve received no refund, no credit, no compensation

No manager ever followed up, despite repeated requests

I’m stuck with a bed I may not be able to assemble without hiring outside help

Bottom line:

I will never shop at Ashley again. This company showed zero accountability, and made no effort to make things right, even though the delay was entirely on their end.

To future customers:

Don’t trust the delivery dates — they’re not final, even if you get multiple confirmations

Don’t expect real customer support unless you're spending thousands

Their systems are outdated — you’ll need to go in person just to pay for basic services

The product may be fine (if it ever arrives), but the service is absolutely not worth the stress. Terrible...

A Traumatizing Experience at Ashley Furniture on Miramar Rd, San Diego

I am writing this review not just as a customer, but as a deeply shaken and humiliated individual. What was meant to be an exciting day of picking out furniture for our new home turned into a nightmare that left my entire family—especially my young children—traumatized.

On June 16th, we visited the Ashley Furniture store on Miramar Road in San Diego. The store was completely empty—there wasn’t a single other customer in sight. We walked around for about 10–15 minutes and quickly identified three items we wanted to purchase: two chairs and a table. We approached a salesperson named Momo and informed him of our decision.

From the start, he seemed visibly displeased that we were only purchasing a few items, despite the fact that we were just getting started with furnishing our entire home. Nevertheless, we proceeded with the transaction. When we reached the cashier and I began filling out my information, I politely asked Momo not to add me to any marketing lists—a simple, common-sense request.

At that moment, something completely unprovoked and disturbing happened. Momo suddenly snapped. He began yelling and screaming at me in front of my wife and children, claiming I was the most “difficult customer” he had ever dealt with. I was stunned—I hadn’t even spoken to him much before this moment, let alone said or done anything inappropriate. The entire encounter up until then had been quick, polite, and uneventful.

The verbal aggression was so intense, loud, and public that my children were visibly shaken and began crying. My family and I were publicly humiliated and emotionally distressed in a way that I never imagined possible while shopping for furniture.

I immediately asked to speak to the manager, who shockingly admitted that this was not the first time customers had complained about this same salesperson. Why is someone with a known pattern of abusive behavior still employed in a customer-facing role? Why has Ashley Furniture failed to act?

Even more disturbing, I cannot shake the feeling that this outburst was rooted in discrimination—I was treated with inexplicable hostility and disrespect, and I firmly believe that my race or background played a role in how I was spoken to and treated.

We left the store not only empty-handed, but deeply rattled. Since that incident, my children have been having nightmares, and my family continues to relive the trauma of that day. We were verbally attacked, publicly shamed, and emotionally scarred—all for trying to buy a few pieces of furniture.

I am currently consulting with legal counsel and intend to pursue a lawsuit against Ashley Furniture for emotional distress, public humiliation, and potential discrimination. This kind of behavior is unacceptable, and Ashley must be held accountable for the toxic environment they allow in their stores.

To any potential customers reading this: beware. This is not just about poor customer service—this is about basic human decency. And Ashley Furniture, at least on Miramar Road, has...