Ashley HomeStore, Houston TX

Like many others I have been extremely disappointed with Ashley HomeStore and won't be purchasing from them ever again (I'll pay a bit more to get a level of service that anyone buying furniture would expect).

The buying experience was fantastic, we had a salesperson who was very friendly gave us space and helped us get a fantastic deal on furnishing our new home. When we paid we were promised that we'd have all our furniture delivered on time (a month and a half out.bought in mid-Dec, expecting first of Feb). Along the way we texted with our salesperson who confirmed multiple times everything would arrive on time. Here we are going on 2 months later and we still don't have the bulk of our furniture.

I am appalled at the absolute lack of service we have received from ZERO updates on when the furniture will arrive, ZERO support from the store staff (basically telling us it is what it is) and when I do call to get updates on delivery the poor phone team sound angry and put out. When we did receive a few pieces of furniture most was broken, or hastily assembled and thus working poorly.

I would highly encourage anyone reading these reviews to seriously consider visiting another store. The price at Ashley may be good, however the level of service post sale will infuriate you to no end and you'll likely question just cancelling your entire order and starting over like I have.

Update 3/24:

I emailed the support team per their comments and I'm sad to say that, that experience has been just as frustrating. The individual I've worked with goes silent for 2+ days at a time, longest stint was 5 days. When I inquired about discussing some form of refund I was told they could only refund a shipping charge that I was never charged. Finally I chose to contact their online agents, and that experience has been the same, no support and unable to help with any of the requests. At this point I am thoroughly convinced that Ashley furniture has some serious issues on the back end with delivery and production and their customer service team is unable to meet the needs of their customers. I would encourage anyone reading these reviews to seriously consider alternatives before shopping here.

Ordered a couch from this place as a gift for someone, waited 2 months to have it delivered, when they promised it will only take 2 weeks to deliver. Then the day it supposed to be delivered, they're trying to deliver it to the wrong place. They were better from my previous experience.

Update: they claimed that they fixed the address, the next day, they sent me another email, and of course it's the wrong address again. They need to hire knowledgeable people.

Update the day of delivery: It was ordered on 1/23/21. They promised to deliver it in February, never happened, finally we got a call that it will be delivered. The problem is they were planning to deliver it to a mashed up address of me and where it needs to go. It's so clear when i bought it, that it needs to be delivered to my mother in law but no one gets it. We corrected it the day before the delivery, i spoke with Andrew in that 1-866 number, he assured me its corrected, then when they tried to deliver it, they're trying to deliver it to to the wrong address again, and when they talked to my sister in law who lives in that house where they supposed to deliver that furniture and she's trying to correct the address number, they won't believe her. We called the 1-866 number again, and they told us that it's corrected but no one communicated it to the delivery people which for me is very unacceptable. You need to start hiring competent employee, from sales up to the management. No wonder, when i went to your store, there's not a lot of shopper anymore bcoz of your really bad customer service. I pre paid that furniture, i hope you can refund me my money as fast as you took my payment.

Waleed at the Houston location made the process of purchasing our new couch very easy and stress free.

Bought a bed, 7 months later, no money, no bed.

We had Willy work with us, it's a shame because over many visits and months, he was nice and charming but that was it. We never got our bed. We weren't called when the first one had a broken piece and couldn't ship. We weren't called when the bed was discontinued. We weren't called to learn our bed was never going to come. The refund took wayyyy longer than it should have.

Businesses like this one will reply to comments to seem like they care, but 7 months of begging for a bed, or decent service or a refund is pathetic. Don't let these people screw you too.

Highly disappointed, they failed to mention our furniture would take over a month to deliver. Ghosts after the sale, thanks Victoria

Worst buying experience ever! They Lie.
Delivery date has been changed without notice 3 times and as of today 03/06/21 they have not confirmed a date to deliver my item. Whom ever runs their warehouse needs help. This has me regretting not spending my time and money elsewhere.

This was my second experience buying furniture from this store and Travis makes the entire process a breeze. He is friendly and professional and highly recommend asking for him if you are in the market for new furniture.

It's a very good place and very nice sales.
I had a very nice experience!
Will go their again!

Please don’t ever go to the store in Katy. Worst experience I have ever had. I have never given a review before good or bad but I had to give one on this store. I went in purchased a bedroom set from a sales agent name Rodney he seem very nice and during the sale things seem find. At time of delivery I notice this agent orders me the wrong bed. I told the delivery guys about it and they told me to contact store. I went back to this store twice and made numerous phone calls, and all I got was promised that they would reorder and get the correct bed to me. After days of getting the run around. This people never called me back. Never order my bed. Just lied after admitting they made a error and the wrong information was attached to the bed I wanted. They still never did anything. The worst customer service I have ever received. And Rodney loves putting the Lord in his conversation. And im sure God is not saying cheat and scam people to make your money. Please stay away from this store. If they think I’m gonna pay for a bed I didn’t order they have another thing come.

Found sectional we liked in 5 minutes and Amir was very helpful in explaining to us all the details of our purchase. He made it easy n we will b back again because of his good service

Amir was very patient with me. I showed up close to Cell 8pm and left after 10pm! Willie was also great and I never felt rushed even after store hours! Thanks guys for all of your help!

Good inventory at this store and appreciate not being hounded by sales reps when we shopped. This is a good location, too. Only cons are the delivery times (seems to take several weeks for furniture delivery whereas other stores offer same day or just a few days post purchase) and it takes forever to complete the sales. We spent hours just waiting on the representative to write up our ticket and get us out the door. I do like the quality of their furniture though and have purchased several pieces over the years.

Wally was amazing! We found exactly what we wanted & needed. Friendly, helpful & efficient. I will be back.

I had a great time with Victoria today. She helped me found the sectional couch that I have been looking for everywhere. This furniture store has a wide variety of items that you would not to miss out on.

3/20/21 Update: I reached out to the email provided below and Brandi Mascarenas responded once asking me to provide details of my issue. I provided her the details. When I did not hear back from her, I reached out again. She has yet to respond 4 days later. They ask you to reach out to an email just to make themselves look good and seem like they are doing something. Nothing gets done. Nothing will get done. They don’t care.

Stay FAR AWAY. I did not think they could mess up something that is as simple as one item. I purchase a rug, that’s it, one rug, not even an entire furniture set, and they still managed to mess up. Before placing my order, I noticed that my address was wrong. I asked him to change the “ship to” address on my account before inputting my information for the sale as this was an address I had no longer resided in for some time. My salesperson, Sergio Gamez, assured me that even though it wasn’t right on paper, it was correct in the system. He said not to worry that it would, “get shipped to the right place. ” I was immediately skeptical but figured I would give them the benefit of the doubt since they “should” know what they are doing.

Weeks later, I never received my rug. The lady who works in the back said it has been delivered. Well, I never received it, so where did it go? To the WRONG address that I told them to correct prior to placing my order, but Sergio failed to do so. It went to the wrong address that they promised they had fixed. Someone at my old apartment complex got a rug for free. Isn’t that nice?

This has been such a mess and inconvenience for me. This was not my fault in the slightest, and they won’t help or own up to their mistake by refunding me. I spoke to the manager, Andy, several times who was no help at all. The lady in the back claims she emailed someone to get my refund but never heard back? Sounds suspicious.

Mind you, they then told me to get this resolved by disputing the charge with my bank. Why should the customer have to be the one to make things right when this is your company’s wrong doing? I tried to get the charge disputed, and chase denied me because “the Ashley Furniture company claimed this charge to be appropriate and that I had received my item. ” I disputed the case again and even sent proof and evidence that I had moved out of the “ship to” address on file before this order had even been placed, so there was no way I could have received this item. They denied my refund again with my bank saying, “Ashley Furniture deems this charge to be appropriate. ”

Ashley Furniture stole money from me. They refused to refund the money back to me that I am entitled to. It’s sad that they are making me pay for an item that I never received. Their business must need the money more than I do.

I will never be returning here. If you have read this far, please hear me out. There are dozens of other furniture stores in the area. Go anywhere else! DO NOT shop here or any other Ashley store.

BEYOND THE MOST HORRIBLE CUSTOMER SERVICE WE'VE EVER EXPERIENCED. WE'VE SPENT $2,000 ON BED FRAME AND MATTRESS IN STORE. AT THE TIME OF PURCHASING, SALESMAN SAID EVERYTHING WAS IN STOCK AND WILL DELIVER. DELIVERY DAY COMES, ONLY MATRESS AND 1 PIECE OF THE BED FRAME ARRIVED. THEY MENTIONED THE PARTS WERE BACK ORDERED, FINE. FINALLY SCHEDULED FOR A 2ND DELIVERY FOR THE BACK ORDER PIECE, WAITED AROUND FOR THE 4 HOUR WINDOW. NO SHOW, NO DELIVERY AND NO FREAKING CALL. CALLED CUSTOMER SERVICE AND THEY SAID IT DIDN'T GET DELIVERED BECAUSE THERE WAS AN ERROR IN THE SYSTEM. LAST ATTEMPT TO DELIVER TODAY ; AGAIN NO SHOW. CALLED FOR STATUS AND THEY SAID ORDER IS ON HOLD AND APOLOGIZED BECAUSE THEY HAVE A LOT OF NEW AGENTS THAT ARE NOT TRAINED PROPERLY?

DON'T WASTE YOUR TIME OR MONEY. WE WILL NEVER PURCHASE ANYTHING FROM ASHLEY'S AGAIN. EVERYTIME YOU CALL CUSTOMER SERVICE, THEY WILL HANG UP ON YOU. PATHETIC.

THEY ADVERTISE TO BE NUMBER ONE STORE AND CUSTOMER SERVICE, THEY NEED TO STOP FALSE ADVERTISING.

I am editing my review. Ordered in Jan 16. Paid full in cash. Not delivered yet. They have no process to notify you for delays, and no guaranty on the delivery date. I started to feel this is a scam. Never experienced this with other furniture stores. By the way, don't trust all the good review, they ask you to submit a review with the promise of getting you into a draw for a price, I felt for that originally.

-Update 03/15/2021: I wanted potential customers to know that the response I got from this review did nothing, in fact it made it worst; they pushed by delivery date to May. I called asking for a refund, and of course it is not an easy process and it may take upto 1 month.so, as you can all see this the business model they have, they take your money, work with it for several months until you give up waiting and calling, then an additional month, and they give it back to you without paying you any interest. I will keep updating this review until I get my money back. If you don't see an update about it, it means I never got it. I hope this review saves your money, time and effort.

Luis helped me shop the better deal of online vs in-store. I have had Ashley furniture for years. I have used the furniture warranty in the past. Top quality place.

It sucked and someone stole my glasses but I will take the blame because I shouldn't have taken them off in the first place but whomever took them i hope you go blind. PERIOD

Scheduled the delivery on 02-18-2021 and even received a text confirmation on the same day said 'your home furnishings are being delivered today! '
And wait the whole day without getting the goods delivered. Really bad service
Updated:
The sale representative Luis is a really nice guy and he helped us to immediately reschedule the appointment to next Monday. Will review again by then