Ashley Store — Local services in Sugar Land

UPDATE: After receiving a canned response from Ashley Home Furniture encouraging me to call their customer service number, I followed up—as any reasonable customer would. Unfortunately, the call only confirmed what I already knew: there’s no real support here. The representative simply read notes from our existing case and told me again that it was ruled a manufacturer defect, and that my only option is to go through the same claim process again—one that already took 3–4 months last time.

This is beyond frustrating. It’s a clear example of how Ashley outsources accountability to a system that isn’t designed to actually resolve issues or make things right. It should not be this hard for a paying customer to receive quality service or a fair resolution. At this point, I can only say: customer service is still a joke, the furniture is poor quality, and I strongly urge others to avoid wasting time or money with Ashley. If I could rate my experience with Ashley any lower, I would. See below for the full story of my experience.

Extremely Disappointed – Poor Quality and Even Worse Customer Service

My husband and I purchased a bed set from Ashley Home Furniture about a year ago. We specifically chose what was marketed as the highest tier of furniture quality available—the most expensive and supposedly most durable option Ashley sells. We were excited to invest in something we believed would be long-lasting and high quality.

But within just 2–3 months of normal use, we noticed that the wood veneer on the bed frame had started chipping and peeling—without any damage or misuse on our part. It was immediately clear that this was a manufacturer defect. Even more shocking was discovering that what we thought would be solid wood construction was actually a very thin veneer over a lower-grade material. For the premium price point and Ashley’s claims of quality, we expected much more. This only reinforced how far Ashley’s product standards seem to have fallen.

We reached out to Ashley’s customer service team expecting them to stand behind their product. Instead, we spent nearly six months going back and forth—waiting for updates, following up repeatedly—only to finally be told that our warranty claim was denied. The reason? They said the issue had to be reported within 72 hours of delivery. While we were informed of this policy for delivery-related damage, our claim was not about delivery damage—it was about a clear manufacturer defect that only became visible with time. It’s disappointing that Ashley refuses to distinguish between the two or honor their product warranty in cases like this.

We’re incredibly disappointed—not only in the subpar quality of the furniture but in the lack of accountability and customer support from Ashley. For a company of this size to dismiss a long-time customer with a legitimate concern is truly disheartening.

Bottom line: don’t be misled by the price tag or the “premium” label. Our experience shows that even Ashley’s top-tier furniture may be made with cheap materials—and their warranty process is designed to protect the company, not the customer. We won’t be shopping here again, and we urge others to think twice before...

Ashley furniture has terrible customer service. The first red flag was when we finally decided on what piece of furniture we wanted. We went to find the salesman that was helping us and he was no where to be found. After looking through the store for a while we finally found him hiding in the mattress section talking on the phone with a friend. We should have just went to another salesman, but that was our mistake. Then when we paid in full that day, the salesman told us we would have to wait over a month and a half to receive our furniture due to the coronavirus. That is understandable so we were not disappointed about that. The real disappointment came when 48 hours prior to the original scheduled delivery, we never received a confirmation. So the day before delivery I called several times and was on hold for 45 minutes and hung up on, 30 minutes and no answer, and another 30 minutes and no answer. So I knew we were not receiving our furniture as scheduled. Luckily I was smart and went to work that day instead of wasting a day off. On the actual original scheduled delivery date, it took 3 more tries before someone finally answered just to tell me they do not service my area and to try a number that would not answer. When I finally got the correct person they told us the merchandise was backordered and was surprised no one informed us. They did confirm that our merchandise was finally in stock and to choose a new scheduled delivery date. We did that with the wrongful assumption that we were finally in the clear. Then the day came for the 48 hour confirmation for the next scheduled delivery date and no confirmation text came through. Again I called to find out what is going on. I talked to someone on the first try after 30 minutes on hold and was informed that she did see where we confirmed our new delivery date but the system did not update to show the newly picked delivery date. She said she was going to contact the distribution center to make sure we still get our merchandise on the newly selected delivery date and to expect a confirmation text around 3-4 PM to confirm the 3 hour delivery window. Well 5:30PM came and no text. So I called again and after another 30 minutes on hold, we were told that there was no sign that I talked to anyone about the newly scheduled delivery date. So apparently our scheduled delivery got cancelled by someone. The woman told me there was no availability until the end of the week now. When asked for a confirmation email to prove that our delivery will be here when they say, she told me they cannot do that. So we are now left to take their "word" that we will receive the merchandise on the 3rd selected delivery date. This is getting to be an embarrassment having to tell my boss that I may or may not be in to work on a certain day because I do not know whether or not Ashley furniture will keep...

Great in-store experience but terrible quality control with Ashley's manufacturing process. We had a terrific buying experience with no pushy salespeople; however, that experience was horrifically tainted by our experience receiving our purchased furniture - three separate times.

Our purchased furniture was a teal accent cabinet and was to be delivered by Ashley. On the initial deliver, the delivery was 30 minutes early. They will give you a delivery time frame, but it really doesn't matter at all from what we found out. The first cabinet that was delivered had dried paint runs all on the front of the cabinet. It was clear the paint had run down the front when wet and dried. We did not accept the furniture with the quality issue. We were then told Ashley would contact us to reschedule delivery of a new cabinet.

The second delivered cabinet had the same quality problem. To make matters worse, the deliver was almost 2.5 hours late from the provided delivery time. We were told it would be between 1-4pm, and the actual delivery was close to 6:30pm. So a very late delivery and same poorly finished cabinet on the second try. I complained about the late delivery, and Ashley's customer care waived the deliver fee. Although, we never saw this fee refunded.

My wife and I decided to go back to the Ashley showroom to look at the model cabinet. The showroom piece does not have the dried paint runs, and Ashley told us that the dried paint runs were not part of the desired patina or finish. The showroom associates were very nice throughout the process. They instructed the warehouse manager to inspect the third delivery and leave in box. This was to ensure the finish was of acceptable quality and to know we were being delivered a new cabinet.

Cue third deliver and same poorly finished cabinet. We promptly did not accept. We went back to the store and tried to cancel. We were told it couldn't be canceled same day as the cabinet was on "manifest" and still on delivery truck. Tim (or Jim?) helped us and assured he'd call us the next day to make sure the deliver was cancelled and fully refunded.

Two days later, no call and no funds returned to our card. I drove up to the store and only then did we get the order canceled and refunded.

It appears Ashley has a quality control problem with their manufacturing process. I would only purchase from here if you want to waste your time and energy to micromanage the delivery process and hope the piece you are delivered is of...