Ashley Store — Local services in Waco

I purchased furniture in-store on April 5 through a store manager who was able to offer a better price and payment plan than what I found online. During the purchase, I was told that my furniture would be available for delivery the weekend of April 11. Despite automated messages suggesting the earliest delivery date was April 16, both the manager and other sales associates advised me to disregard those messages, assuring me they were working directly with the warehouse to honor the earlier delivery timeline.

After a couple of days without updates, I visited the store in person to express my concerns. I shared that I had previous negative experiences when sales associates instructed me to ignore the automated scheduling system. The manager reassured me again, stating the order would be split into two deliveries: the table and four chairs would arrive by April 11, and the remaining six chairs would follow later. I was encouraged not to worry and was told the situation was under control.

Unfortunately, although the manager had scheduled time off—which I understand—no other team member reached out to keep me informed during their absence. I received a text confirming delivery for April 11, but something didn’t feel right that morning. When I clicked the hyperlink in the message, I discovered the delivery had been canceled. I immediately contacted the store around noon to speak with the manager. I was told the message would be passed along. After no response within the hour, I called again and still was unable to reach them. I clearly requested a return call before store closing at 9 PM. When I followed up once more that evening, I was informed that the manager had already left an hour and a half earlier.

This lack of communication and professionalism—both from the manager and the overall team—was incredibly frustrating. No one took ownership to keep me updated, despite a missed delivery and a clear failure to follow through on what was promised. At that point, the automated system was now showing April 22 as the earliest available delivery date.

The following week, I had to repeatedly contact the store just to receive basic updates. After several phone calls and conversations, I ended up scheduling the delivery myself through the automated system. The furniture was eventually delivered on April 22.

On April 18, I contacted the manager to formally request that the delivery charge be waived due to the inconvenience and repeated communication failures. After not hearing back, I followed up again on April 20. Only after directly asking for an update did I receive a response—informing me that a 50% discount had been applied to the delivery fee. This was not what I asked for, nor do I feel it was a fair resolution. Given the level of inconvenience, unkept promises, and the amount of time I spent following up, the full delivery fee should have been waived to adequately compensate for the situation.

At the end of the day, I felt devalued as a customer. There was eagerness to make the sale, but a significant lack of follow-through, accountability, and communication once the transaction was complete. If I had the chance to do it again, I would have placed my order online or worked with the Cedar Park location, where I’ve previously experienced far better service. I do not plan to return to the Waco location and will strongly consider other local furniture retailers going forward.

I respectfully request that this experience be communicated to regional leadership. It’s important that those overseeing store operations understand how these types of breakdowns in communication and customer care affect long-term customer trust and loyalty.

Very...

Extremely Disappointed with Misleading Delivery Information and Service.

I am writing this to formally express my deep disappointment and frustration with my recent experience at Ashley’s Furniture. While the customer service in person was at best mediocre, I did appreciate that the agent tried to help. Unfortunately, the larger issue goes far beyond effort—it’s about honesty and basic business ethics.

What I experienced felt deceptive. I was initially told my delivery would be on Monday the 15th (or the 14th, depending on the conversation). Later, the date was changed to Tuesday. I agreed to that without objection. But after leaving the store and returning home, I received a text message informing me that delivery would actually be on Thursday the 18th.

This last-minute change is completely unacceptable. It shows a serious lack of transparency, and frankly, it feels like I was misled to secure the sale. Telling customers whatever they want to hear just to complete a transaction, only to change the facts later, is unethical and disrespectful. It leaves customers feeling lied to, manipulated, and unvalued.

In my particular case, this isn’t merely an inconvenience—it’s genuinely harmful. I have been sleeping on the floor since January. I am a recent amputee, having lost my left leg. I made it very clear how urgently I needed this bed. Instead of being treated with understanding and honesty, I was given shifting stories and false assurances.

This experience has completely destroyed any trust I once had in Ashley’s Furniture. Worse, this isn’t the first time I’ve had a serious misunderstanding with your company. It’s clear to me now that these are not isolated incidents but part of a larger problem in how your employees are trained to handle customers.

If Ashley’s Furniture cares about its reputation and customers at all, it must train staff in proper business etiquette—most importantly, in how to tell the truth, even when it’s inconvenient. Customers deserve accurate information so they can make real choices.

Because of this experience, I will not be shopping at Ashley’s Furniture again. I will also be sharing this experience with others so they understand what kind of...

So we've shopped here a few times in the past, and have also messed up our orders twice.

The first time, we bought our sons bed from them about 3yrs ago. When the bed was delivered it was missing the staircase. They tried telling us that we didn't order the staircase with it and that the staircase was going to be a couple of hundred extra.

You can't even get in the bed without the staircase,our salesperson wrote it up wrong and we had to tell them when we were sold that set that we were getting the set exactly like the one that was shown on display.

They eventually said it was in fact their fault and they would ship us the staircase at no extra cost to us. Mind you we had already dished out 700bucks!

We recently went back in to buy a kitchen table set for our new home. We ordered one with 6pieces, we also paid cash for it. When it gets delivered, its the wrong set! Its not the one we wanted.

I contact the store and they say its out of their hands and we have to contact customer service. I called customer service immediately and it went to voice-mail. I left my name and number and they never returned my call.

I tried calling them back a few days later and still no answer. I called within their business hours also. So we call them again today and finally got someone on the line. She said she had to verify with the store and would call us right back.

She didn't do either one, after several hours of waiting we called them back again and no answer. We called the store and the manager said we would have to pay the difference in cost.

We explained that they sold us that set that we wanted and assured us that it was the six piece and it was their fault. The store manager knocked a few bucks off and wouldn't budge anymore.

So when you go and order something have them Double and Triple Check what you're getting! Forget trying to get through to customer service...