Ashley Store — Local services in Stockton

I am writing this letter to express my profound disappointment and frustration with the overall experience I have had with this company regarding my recent purchase of a Tempurpedic mattress. I must say that this entire ordeal has left a bitter taste in my mouth and has significantly tarnished my perception of this brand.

To begin with, the most glaring issue was the fact that they originally sent us the wrong size mattress. The kind lady who sold us the mattress assured us that the mattress she ordered for us would fit our bedframe. We bought the bedframe from Ashley Furniture years ago, so she was able to look up our history and the size of the bed. It was clearly a mistake on her end, and their store (Stockton location) initially refused to exchange it for the correct size, citing their zero-return policy. This lack of responsibility and refusal to rectify a mistake that was clearly theirs, is absolutely unacceptable.

The subsequent communication via emails and phone calls was nothing short of chaotic and a headache to say the least. It was a constant back-and-forth struggle to get any acknowledgement or assistance from their customer service team. This unnecessarily prolonged the resolution process and caused undue stress and inconvenience for me as a customer.

After what seemed like an endless battle, they finally agreed to send us the correct size mattress that we had originally paid for. However, what baffles me is the fact that they had the audacity to charge us an additional $750 for the delivery fee of the correct mattress. This charge was entirely their fault, yet they seemed more concerned about squeezing more money out of us rather than rectifying their own error. Yes, we paid that delivery fee TWICE!!!

Moreover, despite multiple attempts to contact them via emails, I have received no response from their end. I also had called customer service three different times and had them send over follow up emails. I have not received a single email or phone call regarding this issue. It is extremely disheartening to see such a lack of professionalism and disregard for customer concerns. I expect a timely response and a resolution to this matter. Ignoring customers only further demonstrates your complete indifference towards customer satisfaction.

As a returning customer, I had high hopes for Ashley Furniture and believed in the quality of their products and services. However, this experience has shattered my faith in their brand. The mistakes, the lack of accountability, and the poor customer service have left me deeply disappointed and frustrated. As of now, I have serious reservations about recommending Ashley Furniture to...

If I could leave you 0 stars, I would. WORST CUSTOMER SERVICE EVER!!!! From the sales representative, all the way up to the manager. Do yourself a favor if you are reading this and choose another location. My fiancé and I ordered a bedroom set from this location and were told it was backlogged so we had to wait a few months to receive it. We liked the set so much we ordered it right there and then anyway or so we thought. We opened a line of credit, filled out all the paperwork for the purchase and delivery. We were happily waiting for it to arrive. Delivery day comes and no furniture. When I called the number for the delivery I was told there was no such order number, they searched again and I am told that sales rep NEVER PUT THE PAPERWORK THROUGH! Mind you, I had all the paperwork I had signed stating an order number and delivery date from the store. I called the store, explain the nature of my call and after some time on hold I was told that somehow the sales rep who had "helped" me did not get the order in. I asked why I was not notified as they had us there signing paperwork, all which I had copies of, they had 2 phone numbers, (mine and my fiancé's) and an email address to reach me at and the receptionist said he wasn't sure. I asked to speak to a manager and was told he was with a client and I was asked to give a call back number. I waited 2 hours, no call. I called again and was told the manager was at lunch, again I asked for a call back. I called a THIRD time, the guy who answered, recognized me from my initial visit, lowered his voice to tell me the MANAGER DID NOT WANT TO GET ON THE PHONE with me because they recognized that they had messed up. I couldn't not believe it. The The Manager from this store NEVER bothered to get on the phone with me to address or resolve the issue. Apparently, this is ok business practice for this location. So now here I am with an open credit line for them and no...

Horrible customer service. Only delivered 1 of 2 of my furnitures on date of delivery and the delivery driver told us it was going to be delivered the next day which they never came. Called customer service and told us it was on back order for a whole month. A month had gone by and I gave them a call the girl on the phone sounded like she didn't want to be there or annoyed when I asked her about my furniture status. They told me we gotta wait till another 2 weeks. I pretty much had enough and took a trip to the store to either ask for a refund or an exchange. They told me no refund cause supposedly the furniture is in the process of shipping and exchange is only available when the furniture hasn't entered the house. Avoid this store and get your furnitures elsewhere. I bought a 600 dollar king size bed 4 years ago from a mom and pop Vietnamese owned furniture store all the way out in Oakland and even though the bed wasn't top quality cause I paid for what I got but at least they came and delivered their promise on the date and time of arrival with the whole set non damaged.

Update: 09/23/20

2 weeks after they told me to wait for the day of delivery it is now 09/23/20 Wednesday. I received a text this past Saturday confirming my delivery of sofa with a recliner and still no show. I called customer service and they said the sofa twice again was on back order and the test they've sent me was an error. They told me I gotta wait for another 2 weeks on 10/07/20. Customer service even transfered me to talk to their supervisor and had me for 15 minutes only to talk to another customer service representative. Supervisor probably got tired of all the other complaints of customers not receiving their furnitures on time. If I don't get my furniture for this 3rd attempt I'm going to file a small claim on these con artists. I don't know how they stay in business. They continuously lie to their customers. Don't shop...