Ashley Distribution Warehouse / Customer Pickup — Local services in Texarkana

We had a pleasant time shopping, but the customer service once you give the company your money isn’t the greatest. I had to call every week for an update on my order and follow up on dates that THEY told me the couch would arrive to their warehouse. Originally our items were to arrive 5/8, then we were told 13th, when I called on the 14th I was told they were waiting on one last piece that would arrive 5/24 (this would put our home delivery 6weeks out from purchase date, we were told it would be 2-4 weeks)..I asked that they deliver the items they DID have because we had gone 4 weeks already with no couch while waiting for our new one to arrive. I was told a manager would call me back with a yes or no. After 2 hours and no call I called back to see what they decided. I was told the manager was so busy because he had to speak to every customer to walk through the door (this didn’t happen while we shopped), so he hadn’t been able to respond to the ask… after another hour of no returned call I decided to go to the store since the manager had to talk to everyone who walked in. To my surprise the manager was sitting in a chair at the front door and the store was empty aside from one customer at the checkout desk…… but somehow he had no time to return my call.. anyways, he agreed to deliver what they had in the warehouse and told me that my last item was being loaded up to be delivered to their warehouse as we spoke, so it should arrive 5/17. I followed up 5/17 and guess what….. the last piece of my couch still has not left the Texarkana warehouse to be delivered to the Grayson county warehouse. It would be at least another 1-2 weeks before it can be delivered to our house…. All of this to say, it doesn’t seem like anyone knows what is going on with your purchase once you’ve handed over your money AND once you’ve signed that contract you are not getting your money back (only store credit) so you are just along for the ride… I will say, the parts of the couch that have arrived were delivered to us are wonderful. Relieved to have somewhere to sit with my 2 y/o and newborn after a month with no couch. Can’t wait to eventually get the final piece and not have to deal with Ashley furniture...

First of all - the two gentlemen who delivered the sofa were amazing, I have no complaints about them. They were professional, and had wonderful customer service throughout the circumstance even though they seemed miserable.

However, I don't know what scheduling system or AI system the company are using but it was not helpful at all. We were told at purchase of our furniture from Ashley that it would between business hours. And first it was pushed back two weeks (that's fine, manufacture delays, I understand). Then we finally got a day, a Saturday, but no time range. Just told they'd call. We get an automated text at 10am to check a link (that we have to log into every time), and our eta is 5:30pm to 6:30pm and that we are stop number 9. Much later than expected, but that's doable, whatever. 7pm comes and goes, then 8pm, at 8:30pm we are told our eta is 8:10pm. The poor guys finally show up at 8:55pm. Their truck is too big to fit through our gate, so they have to carry the couch up the 200 foot driveway. Something I place many comments and warnings about. If they could've fit I would've rather them drive up the lawn then have to carry the sofa in the Texas heat. They got it in the house, and I gave them some drinks for the road. I feel so bad that the lack of human communication before hand means that they were unprepared - but that is not the deliverymen's fault, that is part of the scheduling process, and we would've clarified again if we had received a call in the morning like we were told we would. They had at least a 10hour day moving furniture and while I am happy with the product and the service, I really hope that they are being taken care of...

This says texarkana. We use the Paris, Texas store. I believe the Texarkana location is the main hub in east texas, where the service department is.

The furniture is great. We have had it a year.

Highly recommend the service plan. It pays for itself. Get the longest term available.

We just had to have them service it, and the technician was friendly, fast, thorough. A year later, i am very satisfied with my decision to purchase from Ashley.

Start to finish, from the sales and other store associates being very helpful, to needing work done. (Presumably from wear) an all around great experience.

We have 2 power recliners from them currently. 2 different kinds, 2 different brands.

*update. Nov 2024 Had to have the previous work from july redone. They were notified within a couple of weeks that the repair needed additional work. I just now got it fixed. Apparently the mechanism was defective from the factory because the fixed one doesnt go back as far and works better, which is presumably why it broke in the first place. I messaged them after months of waiting for the parts to come in, that i needed an update, and all of the sudden that next morning they scheduled a service call. The service tech was fantastic, as was the other one. But leading up to them coming out? Infuriating. This is the 2nd time i was ghosted until i repeatedly said something. In addition to not giving me a time when they are expected, until 30 minutes before arrival, in both instances. Even though they said they would make an appointment with me. We agreed on a date, but no idea of even a window of when they might show up. Spoiler alert, it was first thing in the...