Ashley Store — Local services in Visalia

Last year we purchased a pair of sofas. We were hesitating and on the fence when Moses the floor sales associate assured us that if we weren't happy with the sofas we could swap them out. He explained that before 1 years we could get the exact sofas replaced or apply the funds to another style if it weren't available. Not a return, but a swap. That made us feel confident in the choice.

Fast Forward to a month before the 1 year mark. I called the store to use the swap. The sofas looked horrible because of a design issue. Although we were told before purchasing that the sofa could be machine washed, the cushions had ZERO liner. So the loose filling ALL had to be removed. And when it was removed of course lost any shape it had. My flat beautiful cushions now looked like rolls of fat sausage that take over half the seating space and leaves no room for the accent pillows. Since I have kids I actually wash cushions regularly, like I was told I could.

The first thing the associate said when I called was " you can't just swap out a new sofa cause you don't like it, that's not a thing". Not an "I'm so sorry for any misinformation" etc. She then accusingly asked why I had waited "so long" if this was a problem. My personal life is non of anyone's business and this made me upset. Because in fact 5 months prior I was diagnosed with a brain tumor and had to have brain surgery right after Christmas and was STILL recovering.

It was only after insisting to try and remedy the problem she passed me to tech support. When tech support came they essentially fluffed my pillows and photographed " how dirty" the sofas were and any spots to show "how you've been taking care of them". I felt very judged and disrespected in my home, especially given my surgery, and let him know what he was saying came across as rude and condescending. There was no follow up to this appointment for 2 weeks. I called back. Amber said there was nothing to be done. Again, no apologies. Very flatly. So I asked to speak to a manager, but he wasn't available. She said she would speak to him and call me back after the weekend. I thanked her for that. Two plus weeks passed, nothing. I called back. Her response was "oh I forgot, he said no". Along this entire way the lack of professionalism was just ridiculous. I don't expect much these days but this was just too much. I never yelled at anyone or was rude and kept level through all interactions and yet was treated this way.

I have since filed a complaint through the corporate line. The store set me new cushion covers. Not cushions to replace the deformed ones. Or any type of liner to at least encase them in, leaving my issue unresolved. I don't think I've ever gone out of my way to complain about my service with a store but the only kindness shown was filing my complaint with James and Sibby at Ashley corporate. All this time I never once wanted or had asked for a refund, I just wanted my issue resolved. But I will be calling corporate again and requesting a refund.

For me a good business model is NOT misinforming customers to buy your product. It's not being rude to customer and condescending on the phone. It's not forgetting to call them back multiple times. And it's not being rude to them in their own home.

We will definitely not be buying from Ashley again and I will not be recommending Ashley to any of my design clients going forward...

Bad experience from the second we walked in the door. We wanted a bed frame for our daughter and found one we liked on the website. It said in stock, so we called the store to confirm. They said they had 3 in the store. We went a week later and the salesman treated us like idiots because "they've never had those bed frames in their store inventory. Only online where it would come from one of their warehouses." Whatever, we'll order it in store and have it delivered. That was a mistake. The frame for whatever reason is sold as two separate pieces. Something we didn't realize until we put together half of a bed frame, realized we were missing the other half and looked back at the order summary. The first piece made it fine, the other was nowhere to be found. We called support to see where the other piece was. They said it was on the way and to reach out again in 7 to 10 days if it hadn't arrived. 7 days pass, I'm rudely told that they have 3 days left to get it to our house (they have no idea where the piece is). The other 3 days go by and I call again. Surprise surprise, the package is lost. They then tell me it's my responsibility to reach out to the shipping company to resolve the issue. I was never provided tracking information outside of the order number and tracking on the Ashley website (which said it was delivered with the first part). I eventually find out the shipping number through FEDEX and open a case with them. They say they have no record of a package from Ashley. I reach back out to Ashley. They finally say they will ship another one after 2 weeks of having a half built bedframe laying around the house. Allegedly, a second one was shipped. 7 days go by. No shipping information is given. I reach back out to Ashley. The second package has been "lost". At this point I've had a half built bedframe sitting in my house for 3 weeks, and I just want to be done dealing with these people, so I request a refund. They claim that because the bedframe is 2 separate orders, they can only refund me for the part that wasn't delivered. I talked about getting the BBB involved and starting a chargeback with the card company. At this point a 3rd half bed frame is shipped which arrived in a record-breaking 2 days. It only took a total of 25 days for a complete frame to make the 60 mile trek from the warehouse to my house. Customer service throughout the whole process was rude and unhelpful. The salesman was clueless. We will not be visiting this Ashley again or probably any...

Amanda was so amazing!!! I’m so glad we are able to edit these….. The sales representatives are absolutely amazing. The customer service representatives that sit behind the desk are so unprofessional and rude for no reason. Long story short we bought a couch that didn’t fit so we canceled the order the next day and picked a smaller cheaper couch. DEANA was so rude to me and to the sales representative Amanda when we tried to update the order. After making the switch Deana said we would have to pay another 200 dollars. We tried asking questions about the transaction and kept getting cut off or belittled. The transaction didn’t make any sense to us since the first couch we picked was way more expensive. Deana was already so angry and irritated we ended up just deciding to cancel the couch order all together. A couple days pass and I start seeing refunds after the large refund. I called customer service and they stated they were refunds from the first transaction.They were willing to explain everything. Fast forward to a week before our items are suppose to be shipped and I see an item on our order that should have been removed. I called the location and once again had to speak to Deana. She stated that she would cancel the item and I would see a refund. I asked her how much the refund would be for so I can keep an eye on my bank statement and once again very rudely she stated she couldn’t answer that question since she was the only one in today. I get that customer service can be tough but being rude to customers for no reason is not okay. Not once or twice but three times. We loved working with Amanda but we will never be returning to this store and we definitely won’t be recommending our friends or family...