Ashley Store — Local services in San Jose

This is the WORST experience with a company I've ever had. I will never be purchasing furniture from them again and would discourage anyone I personally know from doing business with them. Allow me to elaborate.

I purchased a couch and a chaise two months ago, had issues with them scheduling a delivery date that was not compatible with their delivery company, was delivered a damaged chaise (seems like a manufacturing issue), had replacement parts delivered to the wrong address TWICE, and have had to call them ~10 times (all of which have resulted in them not being able to update my address or email address).

First of all, the person who processed my order used a fake email address of 'no (@) yahoo.com' (I added spaces here so this review doesn't get taken down) and did not update my shipping address from years prior.

I was unaware of this and for the entirety of this excruciating process have not been receiving receipts, tracking information, or confirmation emails. I've updated my information 4 or 5 times now and every time they assure me that it's been updated, it has not.

Moving on, I'll attach photos here of different angles of the damaged chaise and a photo of the corner of the couch that is not damaged, for comparison. What you cannot see from the photos is that the back of the chaise feels like the frame is misaligned under the fabric. The top of the chaise is not level and the corner is also misaligned. So much so that it was delivered with a puncture to the corner. This is unacceptable (please note that the set cost over $1200 total). The puncture is about the size of a dime at the moment but the tension/pulling from sitting would only make the hole bigger over time.

Let's now move on to the issues I've had with receiving the replacement parts.

I was told that replacement fabric would be sent out and a technician would come and do an inspection of the base and replace the punctured fabric. (They said that they could not replace the chaise unless it was inspected thoroughly by a technician and deemed irreparable.) They sent the fabric to my old address not once, but twice. I never received tracking information for either shipment because of the wrong email address on file (that they assured was updated).

When I finally called their customer service to ask if they had sent the package (the first time), they said it had been delivered a few weeks prior. That's when I learned that it was sent to my previous address. The customer service agent actually suggested that I drive over to my old address, see if the package was still there, and just take it. Excuse me?

They really suggested that I trespass onto someone else's property and essentially steal a package. This is called porch pirating—am I being punked? They can't be serious... oh, they're serious. I informed them of how unacceptable that suggestion is, requested a new shipment, and asked them to update my shipping address and email address (again).

Again, they shipped the package to my old address. The only reason that I received the replacement fabric the second time is because FedEx called me directly stating that they could not deliver it because a unit number was not included on the (wrong) address.

When calling to schedule a technician appointment, I attempt to update my information again. However, I'm told that it cannot be updated over the phone because I've received the replacement part. Which means that if I am shipped a replacement chaise, there's a chance that it might be delivered to my old address and I will not be receiving any tracking information to the fake email address.

They said if I really want the information updated, I need to physically go the store. So the burden would be on me to fix a digital clerical error on their end. I escalated the call to a supervisor and he claimed to fix it. We'll see.

Honestly in 2020, I had a decent experience with Ashley which is why I decided to shop there again. In 2025, this is the experience. It's painful and it's trash. I wish I could go back in time and purchase a...

Wish I could give 0 stars

Easily the worst customer service experience I've ever had. Upon purchase I was told $2700 out the door and delivery whenever I wanted. Upon agreeing the salesman Tony and the manager Turaab informed me they couldn't honor the $2700 number (because they had to meet their margins) and that only certain Fridays were available for delivery. Reluctantly agreed because we liked the couch. I was assured by Tony and the manager that if the item was damaged we would have immediate access to a replacement NOT REPAIR and have documentation of this guarantee. After my wife took time off of work to receive the couch and once I came home and was able to evaluate the underside of the couch(she couldn't lift and evaluate herself)we noticed the fabric was tearing off the bottom. Prior to anyone in our house using it.

I've now spent hours on the phone with customer service agents and the store themselves and have not been able to speak with anyone in management(I've been told 3 times I would get a call back and still haven't, in fact the person manning the phones just started hanging up the phone on me last night) in order to get the store to honor their agreement. We've now been told that our request for placement has been denied.

Trash salesmen.

Trash management.

Trash products.

Trash customer service.

Shop literally anywhere else.

*UPDATE I have now spent an additional 5 hours on the phone with Ashley furniture. Told I would have to have a technician come determine whether the couch needs to be repaired or replaced. I have an e-mail from store manager Turaab stating I am entitled to replacement. I was told I would be contacted to schedule an appointment for their field technician to evaluate the damage even though it is documented. I received a voicemail stating that the technician would arrive two days later in the middle of the day on wednesday. I called back to cancel that appointment because I was told I would be contacted to schedule the appointment and that the middle of the day on wednesday wouldn't work. The CS rep acknowledged that appointment would be cancelled. Technician showed up on Wednesday anyways. I made two more calls to re-schedule the appointment that I had never confirmed in the first place. Told I would receive a call back to confirm the time and date. Never received the call. I called back again and the CS rep confirmed I'd have a technician at my house on 1/20 and would receive a call on 1/19 to confirm the timeframe on that day. Never received a call. I just got off the phone(1/20) with another CS technician who now says the appointment was never scheduled. I have wasted more than 10 hours dealing with this garbage company.

**Additional Update

In response to their response:

I've been on the phone for 80 minutes with the store today. They are refusing to put the manager on to speak with me. I've sent numerous e-mails. Sandra in C.S. at the store hung up on me earlier. The ball is now in your court. Don't insult me by acting like you have any intention of helping me after I've wasted 10 hours and been lied to numerous times. The manager Turaab is well aware of the issue and can CONTACT ME at anytime. BBB is...

Save yourself the time, hassle, and the money as this has been the worst purchase experience I’ve ever had. (Purchased 5/10, delivered 5/24, still have broken couch on 6/30) If your furniture arrive broken like my case (which the customer service told me this store alone had 50! cases like mine in a day… that should tell you how the delivery is). Couch arrived broken (as in internal wood frame is broken off and I can move it inside, not to mention 3 other spots (arm and inside the arm) wood is bent in. I said that’s np, let me call in and report it, so I did that very day (like an hour after the delivery). They sent me an email for evidence where I provided photos and videos. Then they said they’ll send in the technician to FIX the couch… but I need it replaced, bc it’s a back piece where you lean on and while I don’t think its fixable, even if they fix, it may very well be weak and break again. This was the state of arrival and I wanted replacement. Not fix. Also I bought warranty and them fixing will use the warranty (if you don’t use warranty, you get $300 of that warranty back as store credit after 5yrs… is what I was told on the floor but reading through the fine prints, I don’t see any mention of it so they may have straight up lied to me when buying). So when I got the technician appointment to fix it, (they assigned my claim as fix and not replacement as the support mentioned they would) I called customer support to let them know I need replacement. I must have called ~4 times over span of weeks to customer service (since they ask you to wait 72hrs for follow up) where 2nd or 3rd call person added comment in their system that I want replacement and told me they are putting me to the group that handles replacement and not the fix, but there’s huge backlog as their system was down for few weeks. I went into store to check on status since it’s been silent and customer rep added comment. Nothing happens so I call again and get that in store person’s follow up doesn’t exist in the system. In total, I believe I called online customer service in (what I presume is India call center) 4 times, in person visit, 2 calls to the store so far. Last call to the store the rep told me maybe getting technician to come check would help move the process and they can apparently sign off on replacement if it’s not fixable(this is new info after talking to like 6ppl as previous convo implied it’s different process for fix vs replacement). So now I have appointment with technician to FIX the furniture…. I get the call from appointment place and they ask for time, so I asked for 1-5pm slot. I get text confirming my 8:15-11:15am time slot??? And apparently they can’t change my time slot 🙃

This took over a month of back and forth. It’s not worth the hassle guys. I’m sure if it arrives in good condition, it’s great but apparently that store alone gets 50 claims a day and claims department handles all stores around NorCal so… there’s probably a big back log. Imagine how busy it would be after big sale events… It’s not worth the hassle guys. Like I told my friends, go elsewhere and don’t get the same...