Ashley Store — Local services in Tyler

First off, I needed a couch, and I needed one before June 30th, because it was our plan to have family stay with us from out of state and needed an extra place to sleep and places to sit down. We just moved into our home and don't have much of anything. Now, I know before June 30th was unrealistic, which is why we shopped at 8 different furniture stores (and online) to see different options and prices. We decided to buy a large grey sectional, that we found online, for a lower price than in store. My wife and I have been saving up and had a budget of $3,000. When we saw this couch online it was $2,499 and with taxes, and Ashley's delivery fees it turned out to be $3039, perfect! NOT. We went to check out online and when we put in our delivery address with a different zip code than the suggested closest store it kicked us out and said the price had changed. The price changed by $350 dollars!! I contacted live support and they were worthless saying they couldn't do anything about it, but kept pushing that if I was military I'd get 5% off, after I already told them repeatedly that I was not. The total price was $3,578 with just this change. No longer even close to an option for us. We were super bummed and kept shopping around. Finally after all of our shopping we decided to visit the actual Ashley Store before we made a choice. First off, we were approached by John. There was nothing we could do or say AND be polite at the same time to get this guy to leave us alone. I mean, props to him for being a great salesman, but my wife and I were not able to sit and look around at what we wanted to because John was too busy taking us couch to couch and telling us novels of all the great things about them after we had already told him it was the wrong TYPE of couch and the wrong MATERIAL that we wanted. We felt so cornered that we actually found the same couch that was online that we wanted, but left so that we could get away from John. Another day we went back in, eager to try the couch that we wanted, without someone staring us down or pressuring us, and we tried to strategically sneak around corners so that we weren't seen by anyone. A sweet lady named Amy came up to us and asked if she could help. We told her we were looking at rugs, to get her off our back, and she said to let her know if we needed help. We finally made it to this couch, by ourselves, alone, unbothered, and who comes around the corner? JOHN! & to top it off guess who else came around the corner? AMY. It was a very awkward ordeal and they both exchanged some words on who was going to work with us, because John explained he previously had. They both looked at us and made us choose. We said "We'll take both of you." We walked away from them so they could figure it out, and we pretended to be interested in a different couch, so we could get away from them. Finally we saw John walk away towards the front and we went back to this sectional so we could lay on it and figure out if we really wanted it. As we were sitting on it, Amy walked by. She stopped and told us "By the way, we have a sale going on for the whole store, but for Ashley Exclusives like this one it's 15 - 20 percent off." That was such good news because it meant we could afford it again, and made the decision that we wanted it. We asked her if we could work with her instead of John because we thought her personality fit better for us. She agreed and told us to call her. We called her and ordered the couch because we were sold when she told us it was a week delivery time. We got a text 2 days later asking us to pick our delivery date, and the soonest available was July 9th! We were told it would take a week. I text Amy and asked her about it and she replied "Let me look into it." I have text her two other times since and haven't gotten any type of reply yet. We went ahead and scheduled it for the 9th of July and we're pissed off. We would've gotten a different couch from Furniture Row with a better price and better warranty, but we were sold on the one week delivery! Screw...

FINAL UPDATE 9/20 Well my refund is in my bank account. Took 18 days to complete what should have been a very basic routine procedure. No one needs to do this kind of review just to get what they are due. So do your homework, like I should have done, and see what other problems customers have had. Retailer, restaurants, car dealers or home services, look them up. Good luck out there. Remember it is a dog eat dog world out there so don't be the one wearing milk bone underwear.

UPDATE 9/17 Just got off the phone with a customer service rep. THEY have not fixed THEIR problem with inventory/recordkeeping. The rep admitted i did not rec the chair and yet their policy won't give my money back until they get someone in some warehouse to click on a computer screen to say it wasn't delivered. What a complete CF. STAY AWAY FROM THIS COMPANY!

UPDATE 9/15 Received a voicemaul yesterday, Sunday 9/14. Could hardly hear the msg. It was from the customer service dept I think. The lady gave me the same thing I have heard for a couple of weeks now so I won't bother to write it down again. Suffice to say no refund of my money or if they can even find the chair that was supposedly delivered to me. DO NOT SHOP WITH THESE PEOPLE! READ THE AI COMPILATION OF THE REVIEWS!

UPDATE 09/13 Got an email today, from the store owner, saying that he understands my frustration. Out on a limb here but I just don't think he does. Provided a number so I can talk to him and resolve this. Went to the customer support team, not the owner. The nice young lady said she will address this and gave me a ticket number to refer to, just like the nice lady did yesterday. Only yesterday she didn't give me a ticket number and turns out did not refer my complaint to anyone. Just the same foolishness I have had since this started 12 day ago. My advice to you do not do business with this company. If you have any problem you will be ignored.

UPDATE Got text today, 9/12 thanking me for my review. I can only assume they are using an automated robot. Still no call from the refund people.

UDATE Called yesterday, 9/11, and got the same response from the young lady on the phone. On the phone 40 minutes, mostly on hold and got the same answer. I should hear from the refund people within 24 hours. Asked to transfer to the mysterious refund people and was told they can't do that. Apparently the refund department can only receive calls on the special Ashley Service System phone.

I purchased a recliner on 9/1 of this year. The salesman i had was great so this rating has absolutely no reflection on him. None. My circumstances for purchasing the recliner change so I called 9/2 to cancel delivery scheduled for 9/4. I was told it was canceled and someone from another department would contact me in 24 hours about the refund. I called the next day and checked on the delivery and it was still scheduled. I spoke with someone again and was told the same thing, canceled and would get a phone call in 24 hrs. Next day and the chair is still scheduled for delivery. Another call to Ashley. The person said are you sure it wasn't delivered. What? Yes I am sure. Well she said it will be canceled and once again a phone call would come within 24 hrs about the refund. Today is 9/11. No call. I called again same song and dance. The very nice girl on the phone said there was a survey if I would like to participate. I did and after noting I was unsatisfied was asked to hold on for a representative to speak to. Waited 10 minutes and no answer. Hung up and wrote this review. Let me be clear the store staff was great, the phone reps I spoke with were polite but obviously there is a problem with the communication links in this corporation. Ashley's seems to be like every other retailer we have to deal with. Too big and the customer is lost in the in the drive to make more money and to MAYBE take care of the customer if...

This place is a joke. If I could leave a zero I will. I walked in on July 22nd and purchased a bunk bed, mattress, two dressers, and two mattress covers. I schedule it to be delivered on the 23rd of Aug as I didn't get my keys for my home until Aug 20th. I received a text Aug 11th stating that my delivery was set for the Aug 16th. I called them and told them that it was scheduled for the 23rd as I don't get keys until the 20th. The lady then proceeded to tell me that the dresser are on back order and don't know when they will be in, and the bunk bed everything was being delivered besides the bottom two panels. I asked them how can they deliver a bed that cannot be put together if all the pieces are not there. They "supposably" suppose to put in an order to the warehouse to find out when the bottom panels will be end. Said it would take 24 hours to get a response. I never heard from them and called on the 13th spoke to a lady and she said that they hadn't received a response yet. Told her the same thing I told the other lady on Monday 11th. She got her supervisor to look into it and come to find out the bottom panel pieces wouldn't be available until November of 2029. I stated how to do you sell a product in store that you don't even have available. She stated that her manager can put in a receipt to the location for me to choose something else. I told her there was nothing else I wanted/liked in the store which is why I bought what I bought. I told her I wanted to cancel everything. She states we had to go into the store to sign paper to cancel. Went in the store and seen that the bunk bed are now half the price and show discontinued. and this was on Aug 16th. I asked how can you sell something that was discontinued and think this was okay. I was needing the bunkbed so they sold the floor model to me. Picked it up the next day. They finally schedule to deliver the mattress and dresser for Aug 27th. When the delivery people got there said that they only have the mattress and not sure when they dresser will be delivered. When I called they had it scheduled for delivery on the 15th of Sept. I was able to reschedule it for the 3rd of Sept. Then they tried to pull the payment out for everything (remember I removed the bunk bed off because I purchased the floor model instead). The lady from the store called and said that we were late on the payment. Told her we were not making a payment until they corrected it as I never received the bunk bed because its not available until 2029 and I bought the floor model instead. That the company claimed that day it was fixed. After two or three weeks they finally pulled their head out and figured it out. This place is a joke and will never buy from them again. I they never offered any credit or anything for the bs we have had to deal with. Bought the furniture a month a head to make sure it would be delivered on time. And was nothing but a headache. Also to head. They automatically address a warranty price onto my price without myself or my husband know. When I got home I looked at the receipt and I asked him if he added this he said no he didn't know what I was talking about. I called the store and asked to have that removed. Also, they claim from delivery however they also charged a delivery fee of 300. Stay away not worth it. I would also like to add that WENDY the Acima person in their store. Dont do it. She wont help you when there is an issue with your purchase and wont...