Purchased a Sofa (& protection) in June 2022. We negotiated with Josh to have 2 bar stools as part of the purchase. We paid this off within a month of purchase. Due to the paperwork that Josh didn't complete we have been billed constantly through their finance bank (Synchrony bank). We have gone into the store (9900 South I-35 Suite C Austin) twice to have this mistake corrected. The last time was 1/13/23 where we were guaranteed this mistake on their behalf would be corrected. This was reassured to us by Monique Wright (Store Operations Manager) they would take care of this. As of 1/19/23 this has not been taken care of and when we call to talk to Monique told she is off, will be back on 1/19/23. I just spoke to Monique and she told me she was still "off" & she has handed this issue to someone else in the store then hung up on me. Incredibly poor customer service especially when it was clearly noted this was a mistake made by their sales person Josh Palmieri. read more

Avoid it at all costs! Although I wish I had known this sooner, at least I can advise you not to even think about them. I made a purchase back in July, and the latest delivery date given was September 21st (probably sooner, they said). On Sep. 20th, no one had called me yet to confirm the delivery. I called them and was told the delivery has been moved to the end of October or the beginning of November... Calling them to inquire is the only way to find out. They couldn't care less about the customer, not even to let us know in advance with a quick call or email. The options were to cancel the order or find something else. By canceling the order, you'd be stuck with no sofa until this date for no reason. Getting something else means trusting them to get the "other option" delivered on the date it was promised. But that's not the end. They've made another promise. The manager would call me the next day to see if there was anything they could do. It's been 2 weeks already... They don't deserve your time and money (btw, all payments have been made on time since the purchase). Ashley South, FL, Order #597326 read more

3 years later and another disappointment from Ashley. This past September another purchase from Ashley totaling a bit over $9000. Selection was great, team at the store were helpful and informative, delivery had a couple hiccups, but all items ordered were delivered within a couple weeks of original delivery date. The problem this go around was with their service department. A friend went to sit on one of our newly purchased couches and a loud SNAP was heard below him. Embarrassed, we went on with our night knowing the couch was not even 4 months old and Ashley would take corrective action. After speaking with the service department we had a technician out to our home the following week. The technician arrived and let us know part of a board had snapped. He said the couch was defective and would be replaced, but he could reinforce the frame so we could have a functional couch until that happened. Great! A temporary fix as well as an assurance we wouldn't be stuck with a defective product. We were told to call Ashley after his notes from the service were entered that night to arrange. The next day when calling Ashley we followed up to speak about the process of a replacement for the defective couch and we were bluntly told our service was "completed". They said a service technician was sent out, repair was made, and this service is "complete". When we asked about our technician saying the couch was defective and his assurance of replacement they said it wasn't in the notes and the couch was repaired and again we were told our service was "complete". We were contacted by a service manager about the issue and while they admitted the product held a manufacturer defect they would not replace their product. We were also told that their service technician had no authority to tell us our couch was defective or would be replaced, even though he told us both. The temporary fix that we agreed to undoubtedly gave Ashley the ability to refuse replacement since the product was, in their eyes repaired. Defective, but repaired. We couldn't feel anything other than betrayed. While Ashley hasn't had the best track record with us their product has always been top quality and for that reason we were brought back for this purchase. We gladly pay a premium to have better crafted furniture that is made to last. It's disappointing that as a consumer we're prepared to pay that premium, but Ashley will sell a defective product and stand by their defects instead of taking pride in their craftsmanship read more

WORST CUSTOMER SERVICE EVVEEERRR! I ordered a few things from their furniture store... they delivered 2 if the 3 things. No status update provided, I keep calling to ask for status on my 3rd item for a week now, still no one answers me, no one calls me back, no one messages me via email. The worst part of it all is they keep charging my card daily!!! I don't know why they keep refunding the previous charge and adding a new charge every single day! Charging double what my purchase cost. read more

If you like zero communication and the inability to call the store to get insight, this is the place for you. If you like the retailer to get your address wrong and not have the ability to change it IN THE DELIVERY DEPARTMENT, then get a new sofa here! If you'd like to reach the CEO but find that his office number is no longer in service, you'll love this place and it's lack of follow up and customer service. read more

This is the worst customer service I have ever had! This company gives you the biggest run around I ever encountered. Their contact support is out sourced so you have a major language barrier with every person you speak with, they seem to all "work from home" so there is no immediate supervisor to speak to. They all want you to call back the next day to follow up, instead of addressing the issue at hand. Their entire network is not in parallel with each other. They have pushed back my return 3 weeks in a row with no consideration of time I must take off yo wait for their delivery trucks that never come. Not to mention the quality of the furniture is cheap and poorly made, never again will I purchase anything from this joke of a place!! Complete garbage!! DO NOT SHOP HERE!! YOU WILL BE DISAPPOINTED read more

Beware, Austinites! There are much more reliable and customer service oriented furniture stores here in Austin and San Marcos. I purchased a couch from the salesperson Don in February, with a promised delivery date of the end or March. I confirmed that delivery would occur in March at least 3 times before giving my credit card. Lo and behold, my couch will not be delivered in March. They are quoting me mid April. I tried to contact customer service, and they hung up on me 3 times. I emailed and also contacted through Instagram, no response. You cannot call the actual store, you have to go through an inbound team. I tried calling directly my salesperson and he keeps saying he'll call me back, and he doesn't. If you want to talk to a manager or anyone in charge who *may* be able to do something for you, you can't. Stay away from this place, they just want your credit card and the rest is just false promises. Here's an update after reaching out via text to the number below. They tell me they're going to deliver my couch on April 12th, and then after I reach out again to confirm (bc their customer service is worse than garbage), they tell me they changed the date to April 22nd, but that's not confirmed. They open up a ticket for the store manager to contact me in 24-48 hours, and of course that never happens. Worst company ever! read more

Visited the Ashley home store today and was pleasantly greeted by Adriana. She was very knowledgeable and was able to help me find the perfect pieces to complement my outdoor patio. They stood behind the warranty on my last piece and have a lifelong customer. I highly recommend working with the store and taking the time to purchase in person instead of online so that you're educated on the pieces. Update 11/20/19 Three months later and three different delivery dates and still no furniture. Not one call since I purchased and no updates until I call. Then when I call they say they have no record of the previous deliveries because they system erases everything if it is still not available and automatically reschedules a date for you without you ever knowing. They say they try to call and never do.. then you call and no one answers. I've tried to call the store twice this morning after they opened with no answer. This all after my first couch I ordered was fake leather sold as genuine leather. Instead of then refunding it they offered to switch it out for something else. I went into the store and picked out some outdoor furniture and have already taken off work three times after confirming delivery with no one ever showing up. I also have the pleather couch in the garage of my newly built house for months waiting for them to pick it up and can not even park in t garage. My phone is 708-835-4444 if someone tries to call. So disappointed. The sales person was great and that is where it stopped. After 30 more minutes on hold I am hanging up Final update- it's Monday, November 25 and no one ever called as promised in this review from the reply in store. But fortunately the items did show up Saturday. As mentioned before this was the fourth attempt and the previous ones were canceled without any notification or history when calling. This last time they did show up without the 24 hour call that they said they would do to confirm a delivery window so fortunately someone was home. When I asked the delivery drivers if anyone tried to call they did not speak any English to communicate. I'm going to change the review to two stars because the furniture is here and it does look really nice outside. Unfortunately I don't think I would ever be able to shop there again. Ashley furniture store.. If you're going to reply to yelp and promised to call within a certain timeframe you should honor that promise and not just post it here to look like these issues are being addressed when they are not. read more

After taking off work for the original delivery date, i come to find out it was another day. Emails and texts saying it will arrive on the 10th of october but i called support and they said it got to the warehouse on the 10th. When the gentlemen got here on the 12th, they brought a full bed frame instead of a queen. I've never dealt with such a bad company, that doesn't try to make things right after messing up so bad. read more

The worst customer service I've ever encountered in my life. Managers have no idea about their own companies policies. Received the wrong size bed frame which was my fault. tried calling management and both managers told me different things. one manager told me to call the wherehouse to do an exchange. the other told me to call corporate. they are the nicest people when you go to spend your money but as soon as the sell is done no one will help you. they don't think about future business. I will never go back and I'm offering to pay for an exchange. it's so unbelievable and a joke at this point. one of the managers told me the other manager must need some more training . then he was wrong. even calling customer service you can tell the their training is not consistent. get told different things every time I call. I'm so exhausted I give up. guess we're having an expensive bon fire. read more

We needed several large furniture items so did the dreaded walk-through of all furniture stores in our area. We knew exactly what we were looking for, so were choosing a furniture store based on their selection, our budget and if we could walk through the store without being hounded by the sales floor staff. Price-wise and selection, the offerings of Ashley's furniture are decent. Not as inexpensive as Rooms To go, not as pricey as Havertys. Fair quality. However, our opinion of the store got very skewed when we were followed every step of the way by a salesman. Even when we made it clear that we knew what we were looking for, we were going to just have a quick walk through the store and we would come find him if we had any questions. He was two steps behind us, listening to every word we said to one another and interjecting comments. Having a salesperson literally breathing down your neck is very off-putting! Even though we saw a few pieces that would have totally fit what we were looking for, we couldnt deal with being shadowed and left the store on principle. read more

I purchased a couch and chair from the store in Tyler, Texas. It was extremely comfortable in the showroom, which is why I bought it. We have had it in our home for 3 weeks, and it is hard and very uncomfortable! I I was told too bad. They would not take it back. Poor customer service!! They could easily have taken it back and sold it in their clearance room and let us pick something else out! Lost a customer for sure!! read more

You basically give Ashley Furniture a free loan and then get no clear delivery dates. The dates get pushed back for months. They don't have explanations but they do have excuses. Don't buy furniture here if you need furniture. You won't get it. read more

I suggest contacting the Better Business Bureau for all complaints and customer service issues with Ashley. Customer service is non-existent. I am not certain why Ashley H provides the same response by providing an escalated email address and phone number. I have received no response from the provided email address either. No one answers phone calls, or responds to emails and if you visit the store to do anything other than make a purchase, you will be ignored. Ashley H--Be honest and let customers know that All Sales Are Final regardless of receiving a damaged, incomplete or incorrect item. With that comes the fact that a warranty can never be honored when there are no employees trained for anything other than selling. read more

I should have checked the rating before buying from Ashley Home Store. While their customer service in the store was fine, that's where it ended. We purchased two items and were told they could be delivered the next day. We waited patiently for most of the day only to be told late in the day that Would not be delivered until Tuesday. Ugh. So Tuesday comes and we have now moved other furniture out to make room for the new things, taken the day off and stayed home only to again just wait, and wait, and wait. Nothing. We finally called and were told they would be delivering until the next week! The customer service rep then informed me they don't even do next day delivery in our area so we never should have been told it would be there the first delivery date. She then said the next available delivery was the next week. When I asked about getting our delivery fee waived she said that was something I needed to handle with the actual store. Well good luck getting a hold of them. No answer for hours. We are now waiting to hear back from someone and hoping we will be getting our furniture soon or compensated. Either way, this is the first and last time I will buy from Ashely Home Store. Lesson learned. read more

Nic was a pleasure to work with, he was very knowledgeable on the furniture and provided great insight into additional things to consider when buying living room furniture. I appreciate his dedication and would highly recommend his expertise while in the store! read more

We purchased two complete leather recliner couch sets, one for our living room and one for our game room. After less than a year the color is fading so bad on the couch that it already needs to be replaced. My last couch I had for 20 years. Ashley Furniture does not hold up well at all. $12,000 down the drain. read more

My daughter bought herself a new bedroom suit on June 25th with her graduation money. We were supposed to receive her bed July 31st and the chest and night stand August 6th. We were called and told we had to reschedule all items to be delivered to August 7th because her items weren't in stock. Then called again to Reschedule AGAIN!!! We scheduled the bed for August 18th, which was finally received and scheduled the two other items for the 22nd - only to be called two days later and told we had to reschedule yet AGAIN!! So we scheduled the chest for August 28th and we were told the nightstand is now on backorder until OCTOBER! This is the WORST service we've ever received buying furniture anywhere. Sucks that this is our first time buying from Ashley Furniture and this is the experience we have received. Not sure we will give them our business again any time soon. Update: just called to confirm because we haven't heard from Ashley today about our delivery. NOW they tell me that our dresser is on backorder (that was supposed to be delivered today) until OCTOBER and they don't even know when we will get our nightstand!!! WE WILL NEVER SHOP WITH COMPANY EVER AGAIN!!! read more

I ordered a coffee table online to match my console table which I ordered in store. Completely different experience and my suggestion is do not buy online. Here is what happened : First my order was delayed. I call customer care and after holding for 30 minutes I got 10% off. Eventually I got the table but it was completely different piece than what I had ordered. Again I call customer care and they give me 40$ off Yesterday I got the correct table with cracked pieces and again today I call ashely customer care. After waiting for 30 minutes finally someone picked up and told me to take 50$ off and keep the ugly broken table or uninstall it pack it again to be picked up. It took help of my friends to install it on the first place so I tell the lady to send someone to pack it and pick it up as I can't do it alone. She says no we don't do that. I am finally forced to write this review after being patient with there previous two mistakes with the same order and after waiting in line to talk to someone. I have bought my bedroom set and couple of other stuff from ashely store and it was a better experience. I am forced to keep the table but good thing is it will remind me everyday not to buy from Ashley ever again Wish yelp had a negative rating option. read more

Ashley Store - Cracked coffee table - Furniture Stores Near Me - Austin, Texas

I've ordered $2000+ worth of furniture and mattresses from this business and nobody can help me fix any of the problems. I clearly said I wanted to order two dressers and tow full beds they only charged me for one dresser, I had to drive back to mesquite to pay for another. The manager seems new and like he doesn't know what the heck he's doing. Taking his sweet damn time. People have to go back to work during the day, I don't have time to sit around while you play on the computer. I asked him why nobody would answer the phone in the office and he says that some days nobody answers the phone smh. How the hell are people supposed to get in contact with the store if nobody answers. The two full beds had damage to them upon arrival, I pointed it out to the delivery person, and he said he'd use his marker and color it in. He didn't even do that. He just drove off after I signed. I figured he'd come back with his marker at least. Secondly, I purchased two mattresses that have arrived thinner than they appear on the website, they are uncomfortable and have taken forever to receive. I talked to someone online and she said read the mattress return policy and that's it. Online it says 72 hours after delivery we can do something about it. Harley just disappeared from the online chat. I've been up to the store four times and this last time they have customers waiting on one customer service representative for more than an hour (it was an hour for me but the guy in front of me clearly had been there way longer. He ended up frustrated and leaving an hour after I had gotten there) they had a lady just talking for literally more than an hour while other managers just looked at us and walked away. This place has horrible customer service after you pay for your orders. Once they get your money they no longer care about helping you at all!!!! I wish I had gone to rooms to go across the street read more

Ashley Store - Scratches - Furniture Stores Near Me - Austin, Texas

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We put $200 cash down on furniture. Due to the extensive ship dates, (not custom ordered), we cancelled the order. We went into the store to cancel the order. They state that they don't carry cash in the store, so our refund will come in 21 days by check. We cancelled this order on July 20th, we have still not received our check. When I called , I was as on the phone for almost 45 minutes, and was told that the store forgot to send the info to corporate, so it will be another 2 weeks!!! If I forgot to send them a payment they would be calling me to get their money!! If I had paid by check, I could understand the delay. But......I paid cash. This is pretty bad business. I will never go to Ashley Furniture... read more

I've been trying for two weeks now to get a dresser exchanged. The salesman ordered the youth dresser rather than the dresser he showed me in the showroom. I've talked to him, josh, several times but got no help. Went in to the store and talked to the manager,Troy, again no interest in solving the problem. Claim they sent it to the home office and are waiting on approval to make the exchange. Never got back to me. I have called Customer care (what a joke). Spoke with two different people the first one was very nice and assured me someone would contact me in 24 -48 hours to arrange the exchange. Again no response. Second person was extremely rude just saying it's the store's responsibility. Nothing she could do. Asked to speak to a supervisor who was too busy but would return my call as soon as possible. Of course I have gotten no response. I've filed a complaint with the Better Business Bureau and left 1 star reviews everywhere I can. Interesting side note. I just saw another review where the same salesman ordered a loveseat instead of the sofa the client wanted after making them a "good deal" if they bought a recliner as well as the sofa (which of course he ordered as a loveseat). They have refused to exchange it. Obviously they don't care about customer satisfaction or the fact that they continue to get bad reviews everywhere. read more

Went this morning and immediately was bothered by a sales person, told him if we had questions we would ask him. Total douche kept talking like an idiot like he wanted a best friend. Finally walked away from him and he sent someone else after us. What a bunch of losers. We left after feeling like we couldn't even look around without being bothered. If a customer wants to look at items and not have a salesperson hound them, they should be able to. They lost 2 huge sales that totaled over 10k cause another furniture store didn't pester us. Too overly aggressive with pushy sales. You idiots would make more money if u left people alone. UPDATE 5/2 lol now they want to reach out in the comments. I fully described the problem - your sales staff on Sunday. You don't need to talk to me, just fix your issues, fix your staff issues of aggressive salesman. There are so many 1 STAR reviews for this Ashley store it seems like you NEVER address any issues, so why do you need anyone to contact you? People leave one star reviews and tell you the problems yet you seem to do nothing to address any problems since YOU KEEP getting 1 STAR reviews. What a joke. read more

I purchased a mattress and other bedroom furniture here over a week ago. I worked with JR who was an awesome salesman, and I'm upset that a guy like him has to work for a store with such a terrible customer response team. I was set up to receive a delivery on the 3rd of this month, which then got pushed back to the 8th. Not a huge deal. Then, when it came time to deliver, they delivered the wrong GD mattress! I have absolutely no idea how you could possibly mix up a Tempur-Pedic mattress with some lame ass Sealy mattress. It gets better! Turns out they mixed up my mattress with someone else's mattress delivery that was set for the same day. I hope they slept well last night because I sure as hell didn't. I really appreciated the driver telling me that they'd be able to get MY mattress to me YESTERDAY and then never picking up the phone again. The store's phone line AND customer service decided to follow suit and leave me on the line with some shitty promotional recording on repeat for an hour. There's 10+ associates at that location and not a single one can pick up the phone. Incredible! Your response to customers, especially as a business dealing with folks spending large sums of money at a time, is embarrassing. Do NOT ever purchase furniture from these folks unless you can put it in a trailer and take it off the lot right then and there. Also, do not EVER give them a real email address -- they'll just spam it with promotions for items you SHOULD'VE gotten delivered already! You guys should apologize to JR for absolutely blowing the reputation that he works hard to put up for y'all. It's ridiculous that a man can work that hard and not have a team/store that supports his effort. read more

So a quick update. So Ashley did reach out to me and they have done absolutely nothing to resolve my issue besides national telling me to call the local store and local telling me to call national. Please everyone believe this review and skip this company. 1300 dollars that I am seriously doubting I will get back without court action and all resulting because the couch I purchased just barely couldn't make it thru the door. Hell, I even had no issue paying a 10 percent restock charge they said I had to pay. F this company. read more

Underbelly of dining table had bunch of exposed nails. I hurt myself. Pictures attached. read more

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They never showed up to deliver my sofa after I laid the full amount for delivery and assembly. I had my entire day wasted and they didn't even contact me to let me know the delivery had been rescheduled. I have no choice but to miss work in order to get my sofa delivered again (if it even does get delivered). Biggest waste of time. They refuse to refund the entire delivery fee. What a scam of a company. read more

Absolutely horrendous service. The sales guy, Chris, keyed in the wrong tag number for the adjustable bed base we wanted to order with our $8,000 bedroom set. The day it is delivered, the drawers on our storage bed will not fit into the slots due to the wrong base. I understand the error. I can live with a few days of them figuring out how to rectify the situation. It's been 10 days now and we are still waiting on "regional manager approval" to exchange the base. In a text from Chris he had the nerve to say "we don't typically exchange adjustable bases but because it was keyed in wrong, we will." Oh, thanks for going out of your way for us! To ice the cake, the two night stands were going to arrive later than the rest of our set, today actually, which we were told up front and totally cool with. My fiance took off work today to be home for this delivery. We never heard from the delivery service, so he decided to call and see what our delivery window was. Turns out, the nightstands are delayed and they rescheduled the delivery for this Saturday without notifying us. Unfortunately for them, all of my furniture is from Ashley and I have been a loyal customer thus far. That ends now. read more

I looked for months for sectionals and These guys have a new brand called Urbanology that I love. Anna R. helped me so much to find the price that would fit for me and didn't give up! I'm so impressed with the quality of the furniture. Also added bonus it's modern and will fit any mid century, Scandinavian, industrial look you're going for! read more

Ashley Store - Awesome accent ottoman or get the matching one! - Furniture Stores Near Me - Austin, Texas

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The comment by "the owner" below is a hoax. No one on the email or text that is willing to help. Chat board is what they are called. Not Ashley Furniture customer service. So no one has fixed my issue or is willing. read more

Great experience. Ask for Brian Garza. He listens to what we are looking for and also isn't afraid to give his professional opinion. He isn't pushy and he has a good sense of humor. read more

Ashley Store - Furniture Stores Near Me - Austin, Texas

We went to this place by referral by our parents and they have nothing but unprofessional treatment to me. 1st the delivery guy Rafael, did not even bother delivering my furniture and just skipped me I called him and never failed giving instructions and because he did not find my address on google, he never even attempted 2nd went to the Store and spoke to Michael Villanueva who acted as the manager, he mentioned that he will get the shipping waived and get it scheduled for Saturday then someone will call me the next day, next day came nobody called me, so I called them and they said they are not even available to deliver until the following week. This store better refund me 100% because they messed up on every area of this process and wasted so much of my time. DO NOT Buy from this store!!! They will promise you everything you wanna hear to buy and they can't make it happen. read more

Purchased a Matress and Bedroom Set in August from this store. the matress came two weeks later along with a portion of the bed frame. But they say we will not get the rest of the bed until February or longer possibly! I dont think they should be selling anything that back ordered for 6 months. Will never make a purchase with them again. read more

We searched high and low for a recliner. Finally settled on one from Ashley Home Furniture because they had in stock. When it was delivered, they just left it in the hallway and did not set up. Well, it doesn't work!!! I've been on the phone for 3 straight days trying to schedule a return or technician...STILL NO SOLUTION. Most miserable service ever received when purchasing furniture. No one will take accountability for the defective merchandise. We now have a huge non-functional obstale. read more

I went Purchased a Sofa, back ordered during pandemic. okay that is fine. But Charging my Card and removing charges every other day for that its a 1 star. Haven't even received the piece yet. Called Ashley, have to leave a voicemail because no one answers, wait cant leave a voicemail because there isn't one available or its full. So I go online to chat, Wait on hold in the chat room 8 hours while i work and 4 hours another time. So, how do we get this fixed Ashley? How about giving the Sofa Free of charge, because the amount of time I spent trying to get a hold of you is equal to wages lost on the sofa probably. I am open to working with you guys if you would just call answer the blasted phone or chat. I get you have less workers like many. But 12 hours on hold is a bit long for a job that could probably be done for ones home and no options to leave a message, email or contact info. read more

If giving no stars was an option I would do that. I have made 3 separate orders through this company and they have ALL been delayed and lost in commutation one way or another. If you are buying furniture for somewhere where you are locked in for x amount of months DO NOT BUY THROUGH ASHLEYS. you will wait 5+ months for anything you order. They tell you one delivery date but that will change 20 different times before you actually get what you ordered, but they won't tell you unless you call them a million times before someone even answers the phone. All they are able to compensate is 5% , which isn't anything compared to the amount they charge you for furniture, delivery, and protection plans. Do NOT waste your time, I promise its not worth it!! read more

Cheap quality for the price. Sofa has not lasted 6 months. Ikea furniture lasts longer! They also have horrendous after sale service. It took over 3.5 months to get service for broken parts. read more

Do not buy online from this company. They have the single worst customer service department I've ever encountered. A manufacturer defect = getting hung up on again and again, waiting on hold for an hour to be told it's all handled and you'll be hearing from a coordinator to set up an exchange only to never hear another word about it. read more

Terrible customer service. When I walked in everyone was just standing around talking. I was greeting by a man who I told what my needs word. We were told by a customer service rep on the phone that we could make an appointment at the store directly to get a couch fixed even if we purchased from a third party. It turns out that is not the case which I understand but the person we were greeted by in the store was extremely rude. He just shut me down, didn't offer any advice when asked and walked away to continue his bantering with his coworkers workers. I was interested in purchasing more furniture but left immediately and wasn't even acknowledged as we left. Customer service 101. read more

Alex helped me out and I picked out an awesome sectional! I got five years 0% interest which was definitely helpful for my teacher salary ha ha I really loved everything in the store and there were a lot of affordable options read more

Ashley Store - Furniture Stores Near Me - Austin, Texas