Ashley Store — Local services in Santa Fe

Updated review.

My original review is below; I'm providing an update here to cover the resolution of our problem.

Honestly, I don't write a ton of reviews; I'm vision-impaired and it's kind of a pain in the you-know-what. I will, however, take the time to update one if I garner more experience. What I've never done before is LOWER a rating after an experience. This time? Read on...

Not too long after I posted my original review, we heard from Ashely's corporate support by both email and a phone message. The individual from corporate who left the message told us to take the mattress protector to the local store and we'd be refunded. So, today we did just that, stopping in while running errands.

What a nightmare. When we approached customer service vice, the very first thing we were told is, "all sales are final." Then, suddenly there were four or five people there, all telling us how we were mistaken and that the cost of the protector had been taken off the cost of our furniture, it was just that simple. Then my spouse played the message from corporate. We were told that she was wrong, but we stuck to our guns on this one. After a lot of, well, pure BS, we eventually got the amount refunded to our account.

All of this left an undeniably bad taste in our mouths. We both felt that not only had we been ganged up on, but treated pretty poorly overall. Hence the lowered rating. I don't like to say this about any business, but I can't recommend shopping there at all. As sad as it sound, the whole experience there felt like dealing with a particularly sleazy used car dealership, and we won't be going back. Period.

Hopefully, someone will speak to those involved and explain what customer service means. It does not mean treating people so badly that they end up never wanting to come back to the store.

Original review:

I'm conflicted.

We've had what I would call a mixed experience with Ashley. On the same visit, we purchased a couch and chair, as well as ordering a mattress.

The couch and chair went well; it was a pretty clean purchase and they were delivered and set up professionally. No real complaints other than some attempts to push fabric guard treatment during the sale, which we did not want for various reasons.

Now, on to the bed. Since we were trying out different options (I suffer from chronic pain thanks to an accident years ago) we selected a king-sized Tempur-pedic mattress but arranged to keep it on hold until one from another store we were trying was removed and refunded.

As part of it, we were saddled with a $400 "mattress protector" that was necessary, we were told, to preserve the warranty because people ooze out fluids over time and the mattress soaks them up. Ewww... We took that home and stuck it, unopened, in the closet.

In the mean time, we changed our minds, as we found what turned out to be a better option. That's when the fun started; not only did it take excessive time and many phone calls to get the order fully canceled, but we're apparently stuck with the "protector" as they refuse to take it back, citing the fact that it's bedding. Never mind that it's sealed and we never opened it. Which, frankly, is totally sleazy. If Ashly's mattress sales person had been up front about all of it, we would've left that in the store until we had the mattress. Instead, we're out $400 for something we don't need or want.

This seems to be a problem with many places that sell mattresses; we had similar issues with another one in town. The lesson is to not take ANYTHING away from the store until you're sure you want to keep it, and make sure you know what you may be on the hook for.

So, two stars. While the couch and chair are fine, the experience with the mattress has left us feeling disappointed and unlikely to give Ashly either a recommendation or more business. I hope they enjoy that $400, as we would've spent considerably more there in the future that we...

I will never give them business again and encourage others to be wary. I’ve had the worst customer service with this company. Sure, the store is beautiful and the sales lady sells you furniture but I’ve been lied to about receiving my order multiple times. I’ve been patient for 7 months and every month I was told next month, next month. When we purchased they said 3 months wait. Now they say it will be 9 months for the couch and 11 months for the chair but we can’t trust that is true based on the past. If they were upfront about their trend, I could have cancelled and gotten something much quicker. They don’t seem to care at all about my orders of multiple items, 2 couches and 2 accent chairs. They don’t answer the phones in the store most of the time and when they do they say they need to put me on hold and don’t come back. The main customer service employees are terribly rude and don’t take down the correct information.

We ordered a couch for our living room and it arrived with a big ugly scratch in the front wood panel. I called and told them what happened and they put in the wrong info in the system. I followed up later and there was nothing in the system. They finally sent us a new couch and it was also scratched because they don’t wrap them when they’re delivered. They sent us a new wood panel for the first couch but that arrived too late.

We received 1 accent chair 3 months after ordering which was understandable and the other isn’t coming for another 8 months after the first. I’m not joking. We order 2 matching accent chairs. They will not return the 1 accent chair we have!

Edit added: I contacted the email and text number and they told me they don’t have a return policy once it’s in your home.

I bought furniture in February and have had bad service ever since. I called the customer service number and they say they don’t have a return policy once it’s in your home. Bad company.

I ordered two accent chairs at the same time. One came in May. The other one won't come till January. I need two accent chairs now. Customer service has been telling me I would get the rest of my order every month and they have lied and pushed it off every month. I've been waiting a...

Yet again I'll give 1/5 stars only because I can't give 0/5.

After my last review I figured I would see if the furniture would be delivered when they said it would. Unsurprisingly, it was not.

The furniture did supposedly come in and was ready to be delivered but my husband and I had to leave town unexpectedly because of the sudden passing of a close family member. I called the store and explained the situation and two separate people (a) scheduled the delivery and (b) assured me the furniture would be held for us and delivered when we were home. Unsurprisingly that did not happen. When we got home and I called they said that they had the possibility to hold it for us, but whoever I spoke to did not do so. We were told it would be delivered 6 weeks later.

That was 5 weeks ago. I called tonight to confirm. The phone message says it's scheduled but the associate I spoke to said the pieces were not in stock and it'd be another week. Based on this trajectory I am seriously doubting that I will receive the furniture before it's paid off.

I'm sorry that in addition to calling the store 3 times to reschedule I didn't think to quadruple check that the store associates did what they said they'd do because I was too preoccupied with my grieving family. Note to self: try to schedule the next family emergency not in the only 3 day window over 6 months that Ashley might decide to deliver your furniture.

And the topper on the cake: I reached out to the email that they leave on every negative review and got no message back. They also gave me a number to text and I haven't yet received a response. I guess this will be a good test to see if it's an auto reply to a negative review or they actually read...