"If you are thinking about buying furniture, DO NOT buy from Ashley HomeStore, especially the Sugar Land location, EVER! If I can give a zero or negative star I would, I have nothing good to say about them.

The experience was hideous from the time I paid for my bed until the time it's delivered. Customer service was horrible and rude. The problem I had with them was countless but I will fast forward to tonight when my furniture was delivered. At around 6:15pm the delivery guy called saying he will be here in 10 minutes but did not show up until 6:45pm, now mind you I have been waiting the whole day for this delivery. When they arrived 2 guys dragged 3 big boxes inside my house, through the hallway, into my master bedroom and started to open the boxes. As soon as they pull the pieces of furniture out, white packing foams started flying everywhere. The bed I purchased have storage units on the bottom and it's covered in white packing foams, the headboard, bed frame, basically everywhere. I started to question the delivery guy, he said he has nothing to clean it with and asked if I have a vacuum; now I thought he was going to clean it so I went and dig through all my boxes (mind you I'm in the middle of moving) to find a handheld vacuum. When I found it I remembered this is supposed to be a "white glove" delivery (assured by the sale guy at the store). So I went back in the room to tell the delivery guy that this is supposed to be a "white glove" delivery and he started arguing, making excuses, saying he does not work for Ashley and he's not the one to control how they package their furniture. He was using his power drill to assemble the bed while talking to me, I don't know if one of the screws doesn't fit or he was mad at me or what's going on but he started banging on the bed USING his power drill. It was so loud that it made my 4-year old son cry (he was in the room with me at that time). I had to take my son out of the room and while we were outside we can still hear the delivery guy banging on the furniture. I assemble things all the time and everything mostly come predrilled so no banging needed; moreover, the only tool he got with him was the power drill!!! The banging got louder and louder and my son continue to cry from the loud noise. Finally, I had to ask them to leave with the bed uninstalled and trash everywhere in my master bedroom. I felt so threatened by his actions that I had to call the cops to report the incident and get myself a policy report because I was home alone with my son at that time and did not want them to come back for trouble. I will escalate this with Ashley and will reserve the rights to seek legal action if they don't handle this in a satisfactory manner."

"I've been calling this evening (more that 5 times) and unfortunately no one answers the phone. I wanted to purchase online but after multiple times of trying to get hold of someone to help answer some of my questions, and/or check if they have the same item in the store, that triggered me to read the reviews. Unfortunately, I am not the only one encountering this issue RED FLAG!!! no need to purchase from them. What if I had purchased and needed customer support? Please take time to read the reviews pretty helpful. You deserve zero star!!
Too bad Ashley Furniture
"

"I have called 4 times and been on hold for over 10 minutes each time and never gotten a person to answer. I have also emailed 3 times and nothing. I have NO IDEA when my bed will be arriving and can’t get anyone to talk to. When I went to the store they said that because I bought my bed online I cannot get help from them. This is garbage!!! "

"9/10/19 places call to Ashley Furniture for warranty claim

9/11/19 emails pictures of damage to Ashley Furniture per request

10/16/2019 repair tech finally comes out after many calls regarding update- states Ashley Furniture sent us the wrong parts needed to make repair and says he can temporarily fix the broken board that came loose from our chaise until Ashley Furniture mails us the correct parts. Asked tech to wait to make correct repair that’s needed.

11/9/19 emailed Ashley Furniture for update on repair- no reply

11/11/19- called Ashley Furniture spoke with customer service about update on scheduling repair still needed...
Was told they closed the ticket... reason? Not covered under their warranty!

Worst Customer service ever! Could not even get a call back to let us know that the repair would not be scheduled after almost a month later after the repair tech came out! And two months after placing the initial call in regards to our warranty repair needed! Needless to say I am a very unhappy customer who will continue to spread the word not to ever use Ashley furniture again when furnishing a home!"

"Ashley Furniture North Branch lost us as a customer today over a $99 delivery fee! We found an “Ashley item” on a national website offering free delivery and setup. The Ashley Store apparently could not compete because “the item was a special order (6-8 weeks for delivery although their competition said the piece would be delivered by thanksgiving). The Ashley store employee then showed us another piece that was again offered at a cheaper price per the competitors website and was also offered with free delivery and setup. The “Ashley Store” then refused to match the competitors offer after telling us “they would match ANY online offer”. Anyway, this is their loss, not ours. We have been a very good customer making multiple purchases from this store (including a kitchen set, living room set and a bedroom set) and now I guess we’ll just buy from online retailers from now on. DO NOT TRUST WHAT THEY SAY, Shop online before you make your decisions as there are better deals out there! We’re NEVER GOING BACK GOING BACK TO ASHLEY or Furnituremart (note that they are the same company).

UPDATE.... Ashley has now emailed us twice since the above review, telling us that we have items in our shopping cart and must act NOW to get the BEST deal! Sorry Ashley, you’ve already lost us!!!! We’ve literally Spent THOUSANDS of dollars at your store (verifiable), but were blown off by your salesperson and sales manager over a stinkin’ $99 delivery charge and WE ARE NOW DONE WITH YOUR BS! Get real! There are online stores with better deals and if they can offer better prices on “Ashley products than the “Ashley Store” then Ashley May have MUCH LARGER PROBLEMS THAN EVAN I FIRST THOUGHT!!!"

"I bought section sofa from Ashley in regina SK, when I recieved the delivery was with big default in alignment and 2 inch gap between the section...... the customer service said it's within the standard "

"Ordered $7800 worth of furniture. Scheduled delivery was way out about 6 weeks instead of the 3 I was told. When furniture was finally delivered delivery men rushed through putting it together not only that when I walked into the bedroom to see how it was going they asked me to move so they could get in. Noticed right off paint missing on chest of drawers. When they were through was not ask if I wanted to inspect anything or if everything looked ok, just handed me a signature form and said sign this. Before I signed I told them about the paint on the chest of drawers and was told we used a touch up on it. OK, it didn't look to bad and I could have lived with that. Once the delivery guys left went to inspect the furniture here is a list of what was damaged with 6 out of 11 pieces I ordered.
1 ET pier a piece of the "wood" was scotch taped back in place
2nd ET pier they shoved the glass shelf in not on the shelf piece and you cannot get it out along with the back is off.
1 footboard looks like it has been hit against something and dented the wood, don't know if it happened when it was loaded at the warehouse or when they got it off the truck. Also, one of the long drawers on the bottom does not close properly.
1 raise top desk has a hole in the bottom of the desk where the hardware has hit it
1 night stand the drawer was not put in properly and will not close unless you fight with it
1 chest touch up the paint along with found more places where the paint was off.

Now I know the delivery men may not have seen some of these places. But the hole in the desk! They had to have seen that did they make it when they assembled the desk? And if so why didn't they say so and they would have to get a replacement for me. Maybe that's why they didn't ask me to inspect the furniture and why they were in such a hurry for me to sign and get out of here.

I called the 800 number within 15 minutes of their departure and reported all of this and was told they would order replacement furniture with a delivery schedule of 11-12-19. On 11-8 I was called and told it would be 12-4 that a couple of items had not come in. I asked if they couldn't go and ahead and bring what they had. No when it is a replacement they have to exchange everything at the same time.

I have bought furniture from them before and swore I wouldn't again but stupid me did. And by the way the extended warranty they try to see you is a joke. They find any reason not to honor that agreement. Boy they sure want your money though!

My advise the furniture is of poor quality, poor customer service, long waits and excuses.

If you want inferior quality furniture, poor service, excuses, and long wait time with I'm sorry there's nothing I can do this is the store for you.

I've bought furniture before from different stores and the delivery men have also had me check to make sure everything was ok before they left. I even had one that found a bad place on a dresser and called and ordered the replacement before he left and told them warehouse what was wrong.

Please read all reviews if you are in doubt about my mine. They are all TRUE!


"

"I found the same couch at the bedroom store and ashley furniture. The bedroom store was cheaper but I figured ashley furniture more well know and so I went with them. The couch was okay and I decided to order a bed and frame as well. What a nightmare. They do not care at all about customer service. When I ask to speak to manager I always get an excuse. The manager is out today. Somebody will call you tomorrow. Nobody calls you back. When I say there must be somebody in your company that cares about customer service, they just hang up. I will never deal with them again. I have never wrote a bad review on anyone before but this was the worst customer service I have ever received
and I am going to tell anyone who will listen. Don't buy from ashley furniture."

"I placed my order on Sept 23 and as of Oct 28, I have still not received it. I had to call customer service on more than one occasion and went back to the store to inquire about when I can expect delivery. Now I get notification that my order will be delivered between 8pm-11pm tomorrow. Who in the world delivers outside of normal business hours? If I could give a true rating it would be -1,000,000. This will be my first and last time ever using Ashley furniture."

"First... the website can barely be navigated... it changes hourly. Secondly... you can never get a hold of them on the phone...unless you have an hour or more to wait. Thirdly...I had to argue the fact that I bought two couches when they called for delivery. Next... my coffee table came, damaged! Return was fairly easy, just leave on the porch but repackaging was not! And... the table is cheap pressed “wood”! I’m sure it will not last long and costed $400. Still waiting for the couches to be delivered... we’ll see"

"Very very poor customer care. The sales person entered a wrong item number in the sales order and I received the item wrong, two times! I had to get two days off just to receive a wrong item. And when calling them, I was told that it cannot be fixed on the phone! SO I physically went to the store and asked for the right item. Then the next week a damaged item was delivered. I asked the delivery guy to take it back, but he said the process is to schedule for a technician to have a look first! So I called Ashleys and scheduled an appointment. The technician canceled the appointment! The next week the technician came with another appointment and said that the leg of the dining table needs to be replaced. Now I need to wait for Ashleys call to send me the leg of the table and then call them when I received the item to schedule for another appointment! This is insane. A simple item cannot be delivered after two months! Whenever I call them, I am waiting endlessly on the line to speak to someone! Sometimes nobody answers after 1 hour waiting over the phone. Seriously, the worst customer service I have received in my entire life!"

"We bought a bed for our 12 year old son and when it arrived the installers told us the draws were damaged and we will have to call the office and they will sent out replacements in48 hours it has been 3 weeks now and every time we call we keep getting the run around for two weeks to 3 weeks now 2 months we will have to wait to get draws for the bed , we called again this morning and was told no supervisor was available to speak with us and no very frustrated as we asked them to come and get the bed we will take our business else where and was told by the phone rep Brenda there’s no supervisor to take our request, I will be filing a complaint with the better business bureau this morning as this is unacceptable and we are not happy with the service as Ernest money was paid and now to be treated like we are begging them is not right"

"I bought a new sofa and received a used one"

"I ordered over $10,000 of furniture and paid cash. The furnitures was to be delivered September 21. It wasn’t. I waited all day. I went back to the store in Rogers to see what the problem was. I got the run around. Was told the store manager was on vacation and the Assistant Manager told me the “Promise Keepers” (apparently the Vice Presidents of the company) assured me it would be delivered the 24th September. It wasn’t! I went back to the store and they told me it would be delivered the 28th. I canceled my order on September 26th and THAT EVENING I got an email saying the furniture would be delivered the 30th. They have terrible customer service and are not forthcoming. I still have not received a refund and, to this day, I keep getting the runaround regarding my refund . I HAVE BEEN TOLD the refund has to go through accounting, or through corporate in Canada, or has been processed. I was told TODAY it was “processed” October 9 and some of it on Tuesday October 15th! I have hired an attorney to get my refund. I would never use the store!! "

"This is the very first time I've felt so strongly about a business, organization or company that I've felt the need to leave a review. However, Ashley's Furniture has failed in every aspect with regards to providing even what could be considered remotely acceptable customer service.

To condense a long story, they delivered my furniture broken and left it in such a manner that we didn't recognize the fault until after they left. When we called to have it repaired the customer service rep fought us tooth and nail to send someone out to take a look at it. After 3 weeks someone came out and said that it was irreparably damaged therefore they ordered us a new set. After another 3 weeks and a $79 delivery rescheduling fee they set a delivery window of 10:30-1:30. At 1:00 on the scheduled delivery day they called to inform me that they changed the delivery window to 1:00-4:00. At 1:30 I received another call from the delivery driver that he was "a couple mins" away. Over a hour and a half later, he showed up, completely rude and oblivious to his time and inconvenience. I would highly recommend you spend a little extra money and get a quality product from a different furniture store than Ashley's. They don't care about you, the furniture or anything besides the money in your wallet."