Ashley Store — Local services in Spring

Don't shop here. We did and regretted it. You won't get your furniture for at least a month after ordering, and if you want to cancel, you'll have to call several times to get them to process it.

Gallery Furniture was more expensive, but we got our furniture delivered the same day. Worth it.

Positives: The selections are pretty nice, and the salespeople are friendly.

Negatives: Pretty much everything else.

The prices listed are what you pay if you finance the furniture. They advertise "up to 30% off" if you don't finance it, but you won't know the final price until you tell them you want to purchase the furniture and they start putting you in the system. 30% off is reserved for customers who spend $5,000 or more on their purchase. I asked if there were any exceptions, and my salesperson said "If I ask a manager to give you 30% off I will be written up."

You have to fill out a piece of paper with your information, which is then transferred into a salesperson's laptop. He entered our information incorrectly regardless.

After all of this, they enter a bunch of codes into their laptop, each representing a piece of furniture, and then the system spits out when the furniture will ship. It was February 27th and they said it would arrive April 7th. We didn't want to wait, but it was only a month so we said yes. He told us that we could have it delivered to our house and set up by the movers, or we could pick it up at the store. I thought delivery would be more convenient, so I went with that option. He said it was $170. I asked if it would be cheaper if they just dropped it off without setting it up too. He said no. We paid in full for the furniture that day.

They told us to call back March 15th to check on the status of our order. Not very reassuring, but when March 15th rolled around, we called. They told us that all of the pieces were ready except for one, which means they can't ship until all were ready. Estimated arrival date was April 27th. I wasn't happy, but I understand shipping delays and figured it would be worth waiting.

By April 10th I was getting a little impatient, so we called the store to see if they had an update. "Looks like the furniture won't arrive until May 1st now due to that piece being delayed." At that point we thought it would be best to check out other options. We went to look at Gallery Furniture to see what options they had. Their "Free Delivery Tonight" slogan kept bouncing around in my head after waiting almost 2 months for furniture. I won't describe how great our experience was there, but we found a piece we liked and seriously considered buying it.

I called Ashley again. At first I was just going to cancel, but then I thought, "I'll just see what they say the status of my order is now." Mind you, this is still April 10th. About 3 hours after my previous call. "Looks like the furniture won't arrive until May 18th now due to that piece being delayed." I was done. I asked to cancel. She offered me a discount not to cancel, and I declined. She said my order was canceled and I should receive a refund in 7-10 days. We bought the piece from Gallery and had it delivered the same night.

April 16th. I call back to check on the status of the cancelation. The representative says my order is still in process, and says there's a note on the account that I would call back to cancel. I honestly don't understand how that makes any sense. I told her I wanted to cancel my order. She said the change should be posted in 72 hours and I would receive a refund on my credit card in 5-7 business days.

I called in today (May 6th), and asked for an update. The representative says that he doesn't see a reversal of the charge and offers to send me a check in the mail. I asked if it would be overnighted considering how long I've waited to get my money back. He said it takes 48 hours to confirm that I won't receive a refund on my card, and a week for the check to arrive in the mail. I guess I'll update this review in a week.

By far the worst buying experience I've ever had. Seriously,...

Updated: Ashley furniture tries to make it appear that they care about having satisfied customers. My previous review Ashley left a comment asking for me to email them so they may have the opportunity to look into our situation. Well I email them and over a week later still no response. At this point I am considering filing a complaint with the BBB.

If I could give zero stars I would. I should have trusted my instincts when we received the furniture. Long story, but when we picked up our recliner and chaise, the first thing we noticed was the reclining mechanism wasn't motorized like it was in the store when we picked it out. We called the store and was told we didn't get charged for the motorized furniture, which okay as long as we weren't charged for it but still felt a little deceived. Fast forward to last month. The recliner remains reclined and when we call Ashley to file a claim and it was one of the worse costumer service experiences. We kept getting transferred and then hung up on. Two week later we scheduled for someone to come look at the recliner to see if it can be fixed or replaced under the limited warranty. Well the time frame we were given 1-4pm on a Saturday....4:40 comes around still no one shows up. We were informed at the time of scheduling the appointment that someone would call to let us know when they were on their way. Around 5pm we get a phone call from the driver saying he was at out apartment. Well we left assuming no one was coming and we never received a phone call prior to him arriving like we were told. We find out later that the place that should have called us closed at 3pm which is why were didn't get a phone call......wow. So the gentlemen ended up leaving because he couldn't wait 30 minutes for us to return. He stated someone would contact us to reschedule. Week later still no phone call.... We call back get the run around again, multiple transfers, multiple hang ups. Two weeks later someone finally calls us back to reschedule and she was one of the rudest people I've ever talk to in the customer service area. Someone finally shows up 3 weeks and he looks at the recliner takes a few pictures, and says he can definitely fix it but has to hear from Ashley furniture first to determine if it can be fixed or if they will replace it. Really if all you needed were pictures we could've done that and saved everyone a lot of time. Two weeks go by haven't heard from anyone, try to call nothing, no one can give us any information. Then we get a letter in the mail saying it isn't covered under the limited warranty. So what Ashley is saying they don't build their furniture to last more than 18 months and they don't stand behind their furniture. Okay frustrated we were sold the Montage extended warranty at the time of purchase. When we bought the furniture we were told by the salesman that the Montage warranty covered the furniture if our cats urinated on the couch and has a odor, soiled, or stained. We were also told that the warranty would cover 1 time either repair, cleaning, or replacement. Okay sounds like a good idea to invest $230 if it covered pet stains and odors. Well the recline has also been urinated on and smells. Guess what isn't covered by Montage warranty; Pet odors!!!!!!! We were informed that we have to contact Montage immediately when the furniture is soiled so they can have someone clean it, but odors are not covered only if its visibly stained and they will only clean it they won't replace it. So what did I spent 230$ on???? Someone to come do a superficial cleaning? I can do that, and don't have to spent anywhere near 200$. So frustrated! Ashley does not stand behind their poorly made furniture, terrible costumer service, and the Montage warranty is absolutely worthless! I tried to call Ashley in Spring today and the phone rang and rang and rang no one answered.

Sincerely frustrated, ripped off, one-time...

BUYERS BEWARE!!!!! THIS ENTIRE PROCESS HAS BEEN A NIGHTMARE! It was Memorial Day Weekend (5/26/22) and we decided to take advantage of the sale so we went into Ashley furniture in the Woodlands TX to purchase a bedroom set and a love seat from our bedroom. When speaking to the sales person we specifically told him we wanted something that was in stock and to please make sure it was available for shipping we did not want anything that showed back ordered. He checked the computer and said he reserved everything and were given a delivery date of 6/14/22, ok....2-3 weeks not what I wanted but I can wait. Come 6/14 they only brought the the love seat and mattress and night stand. I was told that the bed rails would come in mid July and the head board, foot board and dresser August end of August (honestly what am I going to do with pieces of a bed, just let them sit my room until August when everything is coming...I don't think so!) While the delivery people were still there I called customer services and they said the items were not available to be shipped. I told them I don't understand and told them when I went into the store the sales person (KLYE) said they were in stock can you tell me what happened. They told him it was a possibility that when the items were ready to shipped the furniture that was being sent may have been damaged and that happens sometimes. REALLY?! At this point I was very upset so I refused the deliver of night stands but did keep the mattress and love seat. I went back to the show room in the Woodlands on 6/15 and told the manager that I wanted to cancel the order because I did not want to wait that long to get my furniture. I was told that I would be charged 10% of order as a cancelation fee(We spent almost 6K). So I am being charged for a cancelation feel for items that they don't even have... Needless to say this upset me more and the manager keep telling me that if I had gone to rooms to go I would have been charged 20%. Like this is suppose to make me feel better! He kept saying that the dates they give are only estimated and not guaranteed. He did try to help me by looking for other furniture that he said was in stock and had a large supply and redid my order. I received a new deliver date of 7/6/66. I call a week before the scheduled delivery day and they say the items will not be available to schedule for delivery for the next 3-5 weeks. At this point I don't know what to think. We call customer service again but they are just trained to repeat the same thing over and over again "I'm sorry it won't be available to 3-5 weeks, I understand, Is there anything else I can do for you." They don't help but I don't thing it's their fault it is the corporation, higher ups, management that have a serious problem and don't know how to resolve the supply chain issues. I get it I truly do but train your people right so there is transparency at the POS, let the consumer know how long it truly takes get the merchandise delivered. Don't just train your sales people close the sale and "not mention" the date is only estimated and that it could take longer to get furniture. I guess by "not mentioning it," but putting it on the contract after you paid for the items makes it ok. Shame on you! So here we are July 11th and I have no idea when I am getting my furniture. I have learned my lesson and I will never ever buy anything else from...