Ashley Store — Local services in Wichita Falls

The only reason there’s 1 star is because I cannot give zero stars. We purchased a bookcase at the Wichita Falls store. The item was not available locally, but the salesman said we could order it and he would give free home delivery of the item. We were impressed since we live about 60 miles from the store, so we bought the bookcase. We were told to expect the delivery to be in about 2 weeks. About 2 weeks later, I received a chatbot text and email offering to schedule delivery at a date and time that we could not accommodate, so I declined that shipment date. I was told someone would contact me, which ended up being a very nice lady in India. She told me another date which we could expect to receive the item, and I agreed to the date. She said we would be contacted 48 hours ahead to set the final delivery day and time. Sure enough, 48 hours before the day, I was told delivery would be between 1 and 4 pm on the set day. I accepted and made arrangements to be sure we could be there for the delivery. But the next day (today), 24 hours before the delivery I was contacted by the chat it agin changing the delivery to the morning. I declined that delivery and was told by the chatbot that our delivery was being removed from scheduling. I called several numbers (apparently the phones at the Wichita Falls store do not work!) and finally was connected to another very kind person in India who could do nothing for me except offer to reschedule the delivery for another week. I asked to be put through to her supervisor to see if that person could help me and was told sure, and placed on hold. After I was on hold for 20 minutes, the call was disconnected. I called several other numbers I found by scouring online and eventually reached a kind lady named Paula who wanted to help me, but the most she could do was put me back on a delivery schedule for another week, a third delivery arrangement at this point. I agreed and will see if, more than a month after my purchase I might actually get the product I paid for. I have very low confidence at this point. Ashley uses a contract delivery service who sets their own delivery schedule and you can’t get a phone number for. This is maddening. I’m probably done with Ashley Furniture at this point, and if I don’t get a satisfactory delivery arrangement in another week, I will have to begin the tortuous process of getting a refund. Apparently, according to Paula, that has to be approved by a supervisor and can take days. I just am aghast that this company has such poor esteem for their customers. They don’t seem to care if they keep me or lose me,...

I beg you to NEVER, EVER, go into an Ashley Furniture store. I beg you to NEVER, EVER buy anything from an Ashley Furniture store. Ashley Furniture is a predator company. They exploit customers blatantly. They show over-priced furniture in their showrooms, but you can’t buy the samples. You must first place an order for it, then sign an agreement not to return it unless you pay a 25% “restocking” fee. But what they ship to you weeks later (at their convenience) is an inferior, poorly-designed, poorly put-together, wobbly, uncomfortable, rip-off. The recliner chair I ordered from them is stuffed with cardboard in places! Stuffing was missing, the upholstery is skimpy and misaligned, there are staples on the inside arms that rip your skin, the footrest is a hard-edged cloth-covered board with no padding, and when a person sits in the chair, the seat cushion separates from the back cushion with a gaping space that your rear-end slides down into. The chair causes back-aches and sore feet! Ashley Furniture has full-time “technicians” who are sent to your home if you try to return anything to the place where you bought it. They say the “technicians” will fix the problems with your furniture, and they make an appointment for weeks ahead for the “technician” to arrive from some other city. He comes into your home sometime during the scheduled day, but you have no idea when he’ll show up. Not that it matters, because “technicians” can’t fix what’s wrong with Ashley’s products. If Ashley Furniture must have a full-time staff of “technicians” to try to correct the defects in their furniture, then they must be aware that their products are inferior and unacceptable. If you try to call the showroom where you bought it, you can’t. All calls are channeled through to “Customer Service” at the shipping center in Lubbock, and your holding time can be ½ hour or longer. If you select the number for voice-mail, you get a busy signal. The people in Customer Service are not kind, or helpful, nor do they seem to care. They seem to be trained to say “no” to every claim you have, and are programmed to deny any request for a return or a refund, no matter what you have to say. STEER CLEAR OF...

We got in and were shown items that we didn’t want. We found something on the Ashley website that was the same Trinell entertainment center that we were being told was $1600, but the larger 72” version that we wanted and weren’t offered, and for only $680 on the website. The associate immediately became visibly upset and told us that it was going to be a lot of hassle but he was going to do us a favor and try and get everything ordered. He also told us that they don’t normally honor online prices because they’re not actually affiliated with Ashley and they they just resell (the Ashley website says that’s a lie). Trusting the associate, we ordered everything in store, and were charged a $100 shipping and delivery fee on top of the price. After getting home and realizing that the website has free shipping, the store is in fact associated with the website after the merger a few years ago, and the associate has an awful attitude and lied to us the entire time, we decided to cancel our order and buy online instead. It would turn out that this was also not the best decision over buying a tv stand at Target instead.

Everything in store is marked up to egregious amounts and the only hope is that you’ll just trust them that the price is actually that high (it isn’t). Even for online prices, it’s all just MDF with a thin vinyl veneer and put together very poorly, as we found out. All of the items we ordered online arrived broken. Three of the four, I was able to modify or order replacement parts, and those were the three that came on time. The fourth was lost by FedEx, which customer service basically told us that they’re not going to do anything about and can’t replace before it’s definitely lost because they can’t contact FedEx, and when it arrived finally, was absolutely destroyed (so we had to contact them again and get them to send the replacement that I had told them I was going to need anyway, ordered).

I can’t stress enough, do not shop here or on the website. It simply isn’t worth it, either in terms of quality or the potential headache, that we have definitely...