I am the first person to understand and take into consideration that Covid is happening and will make it difficult to order and have items delivered. I will however, not condone the manner in which our order was handled and the lack of communication. Couch was purchased back in December and we were told it would be delivered end of January, that was never an issue. End of January came and went, no couch. We were then told a delivery date of February 12th in between 6-9pm. Day of supposed delivery we get a call saying there is some damage to the bottom of the couch, but they would schedule someone to come down and fix it and they were still going to be able to deliver it that day. At 7:30 pm we received a call from the delivery person saying he would call customer service and call back. He wasn't far away with our couch. He never called. We waited for about 20 min and tried to call the delivery person and customer service, but no answer. No one to tell us what is happening or if they are going to be late with the delivery. After we called the following morning they told us it would be delivered the next day, Feb. 13th. No call no show. I know right now we are having a huge issue with weather in Texas, but bottom line is if someone says they are going to call back, they need to call back and give us some information. No one called us to let us know what was going on we always had to call multiple times to get answers. We have a new delivery day of March 2nd, I am not holding my breath. If I wanted someone to break the plans that were scheduled and to not call me back I'd go back to my ex. read more

The absolute WORST customer service ever!! They made a mistake, but I have to revisit the store (very inconvenient) to fix their mistake and get the proper furniture. Call center is worthless, customer service reps at the store are unapologetic and unhelpful. Useless company. If I could get all new furniture elsewhere (crazy backlog everywhere), I'd return everything I purchased and buy all new at a more reputable company. Lesson learned the hard way!! Stay far far away!! Wish I could give negative stars. read more

@AshleyHomeStore we ordered a new bedroom set during memorial day weekend and it came damaged. We had 5 bad attempts to fix it with most worst. We went to the store and told us to buy a more expensive one and it came damaged twice also. This is the worst experience. We need help! read more

Ashley Store - Furniture Stores Near Me - New Braunfels, Texas

Update, so I see a credit email for my account...but not credit on my account??. Then I receive another email that my bed is on the way???I do not want this bed, I do not have a good feeling about this bed. So it arrived left out front,,,rainy season....I tried to contact customer service via online live chat... no lucK there. I want this bed frame to be picked up and my account credit it back.... who can I call? read more

Don't waste your time. I will never buy anything from this store. Customer service was awful....literally no service at all. We just moved into the area and were looking to buy a mattress. We wanted to look at the sale items listed, we were told to look in the corner of the store to see of anything was left and the service person went about their business. They have lost my business forever. We bought lots of furniture from Ashley in Houston! Actually 1 star is too much to give them. read more

I really needed a new mattress and I came to the right place ! With COVID going on Ashley's made this process super easy. I had an appointment and was greeted by dexter. He wears a lab coat, but he definitely knows what he's talking about. He showed us different options of mattress and price points. He was honest and not pushy which I really liked. I didn't feel any pressure at all to buy a high priced mattress. When I finally chose one he helped me out a ton with getting the best deal. I would highly recommend friends and family to come here. Can't wait to finally get a good nights sleep. Thanks to dexter! read more

My family & I are loyal customers to Ashley's in Saint Louis, MO. We moved to Texas & bought a house so we thought Ashley's would be the perfect place to go. From the moment I walked in I should have known it wasn't going to be a good experience at this location. We just wanted to look. We were greeted by Kacey, who was very nice, but very persistent. We told her and others there several times we didn't want to finance & we just wanted to look. Everyone in the store was very pushy. We felt a lot of pressure to make a decision. We left, liking a reclining sofa set. We called to order that same day & everything went smooth. Where it turns bad: Hours later I received a call from our loan agent who advised against making any big purchases at this time. No problem. I called Ashley's to cancel. They were very hesitant & acted like this was an issue. I told them over and over that I wanted to cancel. Finally they agreed to cancel. They said we would receive our money in 7-10 business days. We called several times within the week and a half just to make sure everything was going through. Each time we were told it was all processing & we should receive our money within that timeline. Kacey actually texted me on the 3rd day, seeing if we wanted to put it on layaway. I told her we had already cancelled the order, so this seemed weird. How would they change it if I already cancelled the order? & why is she texting me? This seemed very unprofessional and weird. On the 10th business day, our money was still not returned. I called the store, & let me tell you.. YOU CAN NEVER GET THROUGH! I spent hours calling and calling. Finally I called the corporate number and they couldn't even get ahold of the store. They basically said it is out of their hands and we have to go through that location. Finally got someone on the phone and they said our cancelation hadn't even processed yet so it would be another 3-5 days until we got our money. I asked to speak to a manager and he was in a meeting. I asked for him to call me back. After NOT receiving a call from the manager, I called back at the end of the day and was able to get into contact with him. He was apologetic but didn't put much effort into making it right. On the 16th day we FINALLY got our money back! This was such a headache! We ended up going to the San Antonio location & LOVED it! We do NOT recommend this location at all. read more

Did we need new furniture, didn't think we did, I mean its only 30 years old! Oh my gosh, after perusing the wide selections, our salesperson took us to directly to what we were looking for, we just didnt know how much more comfortable, new would be! Lololol Reclinging with cervical and lumbar support! I think we are in heaven! So many selections, so many options! Financing, styles, colors they know it all.........give them something to work up for you, then you will be as satisfied, as we are! Definitely Ashley Furniture customets for life! read more

If I could give negative stars I would. I ordered a desk back in JULY, we're currently in OCTOBER and I paid for "white glove delivery." They delivered the desk 4 TIMES, each time it was damaged. At the last attempt in early September I decided to cancel it and wanted a refund. October still no refund. I said look, I NEED a desk. So I went to the store to give them another chance and they wanted me to pay an ADDITIONAL $120 or so for the same desk and the only way I could get it w/o additional charges is to pick it up myself. When I tell you the manager could not give a care in the world about me as a customer, he said those are the rules he just follows them. This entire situation makes absolutely zero sense to me. Also when I asked who the managers manager is they told me he's the highest it goes at the store and CORPORATE won't do anything for me. SAVE YOURSELF from this horrible customer service and if you must have their furniture order online, it's cheaper and I have had much better customer service from them. Good luck read more

This Ashley.s store is a rip off. They try to sneak items in on a very big purchases. Stay away, they are treacherous, bad news. I will never set foot in this or any other Ashley.s again. The ones in Louisiana are just as bad. I gave a one star, I should give them a BIG FAT 0. An unhappy customer Thumbs down on them read more

DO NOT PURCHASE ANYTHING FROM THIS STORE. THEIR CUSTOMER SERVICE IS TERRIBLE. THEY HAD ALMOST $1,200 OF MY MONEY FOR OVER THREE MONTHS BEFORE I RECEIVED MY ELECTRIC RECLINER. I purchased a recliner September 2020. I was told it would take 6 - 8 weeks to arrive. I paid with a credit card. When the delivery date came and went, NO ONE notified me of a delay. I contacted the salesman who said the delivery was delayed and he would give me a discount on my bill. He DID NOT. Turns out he was not qualified to make that discount. I tried to contact the store numerous times on the phone, no one answered. If I did get through I could only leave voice mails. NO ONE returned my call. I finally contacted what I thought was corporate only to learn that the corporate I contacted only serviced West Texas. I was told to contact the store. I went into the store, asked why the chair was delayed, and asked for a discount. I was told there was a delay but a discount would be requested. I was further told the salesman who promised a discount was not authorized to give a discount. Still not hearing from Ashley Furniture, my husband went to the store and asked them to call me. They did and said the shipment was delayed. Ashley Furniture had almost $2,000 of my money for over three months and NO CHAIR was delivered. I finally spoke to a manager who promised a discount and apologized for the delay. I asked him to email and mail me a service plan which I had paid $249 for. He DID NOT email me a copy but I received one in the mail. I was given misinformation every time I called and I was promised help, my chair or a discount each time I called. This DID NOT happen either. I learned that you CANNOT contact a nationwide corporate office and get any assistance. The stores are locally owned. I finally received the recliner almost 3 1/2 months after I ordered it. I WILL NEVER PURCHASE ANOTHER ITEM FROM ASHLEY FURNITURE HOMESTORES AND I WILL NOT RECOMMEND THEM TO ANYONE. I THOUGHT BY SHOPPING IN MY HOMETOWN RATHER THAN ONLINE I WOULD GET BETTER SERVICE. THAT WAS NOT THE CASE. read more

Please if you are Ashley customers do not go to this store (go to a corporate owned store). This store is owned by a franchise owner that has a complete lack of respect for there customers. I also found out that franchise owners play by there own rules in which Ashley corporate can't control. Lets start off by saying my husband and I have been valued customers with Ashley for over 20 years. We have have been to numerous Ashley stores across the country and have always been treated with respect and dignity. My husband and I are about to become foster parents and needed to get some furniture and went to this store and purchased over $6,000 in furniture. We received 2 out of the 3 items. The third item was to be shipped at a later date. I received a text message stating my items were ready and to confirm the dates or call the number provided. My husband called the number provided and was given confirmation that our items were goin to be delivered on Friday. My husband took the day off on Friday so that he would be home to receive the items. On Thursday my husband called to verify delivery since he had not heard anything from the store. They informed him that the item was on back order and that they would not be able to deliver it. When talking to the store they said there was nothing they could do. So my husband called the franchise corporate number to be told that it was in stock butthey couldn't deliver it until the following week and that there wasn't a confirmation on file. My husband physically called the franchise stores delivery department and was told that our order was goin to be delivered on Friday. The person was very rude and had an "I don't care" attitude. My husband asked to cancel the order due to poor customer service and treatment. The individual told him they couldn't that he would have to contact the store. Later that day on my way home I contacted the store since per the franchise corporate the store has to cancel. When talking to the store they said that they could not cancel that the corporate franchise had to cancel (lack of communication). I contacted the franchise corporate number and spoke to Rachel. She explained that there logistics system and there inventory system has a known glitch. The logistics is the one that said our items were ready when the inventory system had it on back order. I explained to Rachel the fact that they have a known issue with there systems not communicating with each other why aren't they taking ownership in this issue and rectifying the known issue? Why are we as customers taking the hit? I told Rachel that I feel my husband shouldn't have to pay for their mistakes and should be compensated for taking a day without pay. Rachel said she couldn't do that. She also stated they can't guarantee shipments. I told Rachel what we have here is a failure of communication, lack of ownership and accountability and failure to set proper expectations with the customer. I told her that we have been customers with Ashley for over 20 years and never have been treated with such disrespect. She kept over talking me and at one point interrupted and said "it's my turn to talk and I don't know why you keep saying we aren't taking accountability when I explained the issue at hand and that we don't guarantee shipments." I told her that you have a known issue and instead of taking ownership you are wiping your hands clean saying "we don't guarantee shipments." I asked her to cancel the order (I was so disgusted). She told me to call the store. I replied "funny because the store told me to call you." She said there is nothing she could do. I told her I am at a loss because the store is telling me to call corporate and corporate is telling me to call the store. I asked if we can have a 3 way call to figure this out. She said no. I asked for her employee id bc of her lack of customer service and she ask so said no. I asked if I could escalate she said it was just her. My husband got in contact with Ashley Corporate customer relations to file and extensive complaint on this franchise owner. If you are the franchise owner and listening I don't know if you have heard of the domino effect. But it's when one person has a bad experience they share it with others and those individuals spread the word and multiplies to hundreds. I do intend on sharing such experience. Due to this Franchise's lack of respect for their customers, their inability to communicate effectively, their inability to take ownership and rectify their deficiencies in a dignified manner that my husband and I, after 20 years, will no longer purchase from any Ashley store. Ashley's Corporate (not the franchise corporate) Consumers Relations have been notified. read more

Kasey was very patient, straightforward, and helpful with us finding the perfect bedroom set! Thank you!

The worst experience in my entire life! The store experience was great. I loved the manager and the sales person. However, the practices of this company are the WORST! They give you a window of 2-4 weeks to get your furniture but then you only have 48 hours from the time you purchase to return. How do you know you need to return before you actually get to sit on it or see it in your home? Then I waited 2 months for the couch to come in. Called on the day I was going to pick up and was told that it was never ordered. Another 2 weeks later, they bring out two pieces of the couch (sectional) and tell me I will have to wait until a week later to get the middle piece that holds it together. So my delivery time was from 9-noon. On a Monday. I work full time, I had to hire someone at 10.00 per hour to sit and wait for delivery. At 1 minute prior to the delivery window, I am told that I did not make the truck, My next delivery window is 9 HOURS LONG!!! That is another 9 hours I get to pay someone to sit and wait. 1 piece and I am less than 5 minutes from the delivery warehouse. I HATE ASHLEY FURNITURE!!!!! read more

I love this place!!! I had an idea with what I wanted to put in our living room, and Tay went above and beyond and found the perfect setup. Better than what I had pictured! If you want the best interior design advice, please don't waste your time doing it yourself or Pinterest, like I tried. Tay was able to read exactly what I wanted, but 1000x better and the manager Chris was phenomenal and really helped us out in these crazy times. So thankful for this visit, and making "stay at home" a little more enjoyable!! read more

I was in need of a matress upgrade! Thanks to Kaysi, I was able to get in and out of there easily! Thanks for the excellent service Kaysi!

We have just recently moved to New Braunfels, and needed some more furniture, so the wife and I went to Ashley Furniture. 1. Sales-man (Alvin) was very helpful to answer what questions we have. 2. 15 July 2019 Delivery was sketchy - unlabeled truck, crew had no uniforms. - Left trash blow into my yard and neighbors yard that I had to go clean up. 3. Delivery of items: bed was scratched multiple places, screws missing for assembly or just not installed in some parts, they stripped some screw-holes, and did not bother to clean up their mess, bar stools 5 out of 9 were scratched, bar height breakfast table scratched,dining room table extensions did not adhere with latches, the glide railing underneath was rough wood that would impede the operation of the table. All 8 dining room chairs wobble back and forth. 4. Delivery crew finished setting up items, had wife sign for them and left. I did not get to inspect items after assembly for satisfaction / overall appearance. I let the crew do what they had to do and assumed that they would notify me when they are complete. 5. I took pictures of everything and went into store following morning to rectify situation: Alvin (saleman) gave me a pamphlet and told me to call number. - I called explained situation and was given a email to email pictures to - I had to call back 15 - 20 mins later and see if they received pictures (as I was told to do) - I had to re-explain the situation again to the person on the telephone::: and again to the manager handling this - was told that a service repair man would come out and fix problems with items - was charged over 8 grand for items and was given a $250 credit towards my bill (thats all they could do) *** Furniture still messed up and waiting to get scheduled delivery of new furniture a good 2 weeks go by and I call and finally get a delivery of 8/12/2019 between the hrs of 1800 (6pm) and 2200 (10pm) they finally show up at 2015 pm to deliver me furniture that is worse then what I already have. I had to call the Ashley Furniture store that I bought my items only to be told that they are sorry and will schedule a re-delivery of items as soon as they can. I had told them if I have to refuse the shippment this time they are taking everything back, and to have space on that truck. The New Braunfels Ashley Furniture can contact me at any time to rectify this situation. I am done being the person to reach out for their "100% customer satisfaction) My advise to all is go to IKEA... at least you have a year to return something if you do not like or is broken. thank you, Richard Ruby read more

If I could give negative stars I would. Will NEVER buy anything from them again. Still waiting (one year) on pieces of furniture. Had 2 pieces delivered that were used. A broken dresser drawer and a hole in a chair. Had bed rails delivered without headboard or footboard. Incompetent customer care. Absolutely terrible service. Don't buy!!!! You will be so unhappy!!!! read more

We went to the New Braunfels store to look for a new loveseat. We met Michael Rodriguez and he treated us so well! We found the most beautiful loveseat, it was in our price range and Michael was so helpful. I was so impressed with his service that I brought a older gentlemen that my husband and I care for to buy a new chair. This is a wonderful store and everyone is so kind. The store is very clean and I appreciated that during this time of COVID. I have recommended this store and Michael to several of my friends. read more

My husband and I walked into the store looking for two rooms of furniture. Our sales lady let us look without following us around the store. That is her first BIG plus! When we had decided on what we wanted, we had Kelsey help us. She was great! She had everything that we wanted all put into the computer. Along with the other ladies that were there, we left very happy! read more

Update! Our order (which we got about 6 weeks in advance) randomly got delayed another month without any explanation or reaching out. Also we were purposefully given the impression we would be refunded for our shipping costs; they refunded about half of the amount instead of the full. Also after making the purchase I got to review our warranty and discovered we were misled about what was covered and how it worked. Ultimately don't trust the sales people as they are dishonest and inconsistent. I feel "got"...never again. read more

Customer service is flipping terrible. When you ask to speak to a manger you get hung up on or passed off to someone else. I will NEVER buy from this company. Ever. read more

I will not buy another piece of furniture from this store. Their warranty is a rip off do not buy it because if you don't claim it you lose it . Yea , I lost 1,000 in store credit from warranty refunds. read more

We had excellent service at this location! We've been in a few Ashley HomeStore locations in the central Texas area before, but this one tops them all so far! Huge shout out to Scott W. and Penny, who went above and beyond to help us find what we need, as well as getting the best deal and service that we can receive. We are extremely satisfied with this store! read more

I was a little leery after seeing the previous reviews, but maybe they're turning a new leaf. Because Matt Miller was very helpful, informative, and was total opposite of the pushy, desperate car salesman type. This was very refreshing. I admit I cannot rate the delivery or condition of my purchase yet, but I can say I was happy with the shopping experience. read more

Needed living room furniture.. found just what we needed..good price. Protection plan price is a little high but if not used they give it back as a store credit which is a good thing Sales rep nice. read more

Bought 2 couches for my newly built house. Paid $2,900 debit. I was then later told that they wouldn't be able to be delivered for a MONTH! So within 24hrs I asked for a refund. When doing so, they told me I would loose $300 as a 10% cancellation fee. Which is ridiculous. Every time I called, no manager or person who could help me was available. So I spoke with Julianna with a few days later (who just so happens not to work there anymore ever since she helped me) and 2 higher up managers who said fine they would give me the full refund. It shouldn't take so many phone calls and emails to help someone get back their hard earned money when they are not satisfied with your company. read more

Just a follow up on my last review. After I got the really nice response telling me to send all of my information so they (the business owner) could look into it I sent an email to the address that was provided. I received no response which is exactly what I expected. I contacted my credit card company and they issued me a full credit while they did an investigation. I recently received a letter from my credit card company letting me know that the credit will remain on my account. I don't know if all of the Ashley Home Furniture stores conduct their business this way but I would not ever do business with this particular location. read more

If less than one star was possible, they'd get it. After purchasing a king size bed and mattresses, as well as a sectional for the living room, we decided it was best I pick up the furniture from the New Braunfels warehouse instead of paying $200 to deliver. I arrived to the warehouse, got paperwork and pulled up to the loading dock. The loading dock worker did not greet me with a hello, but with a "where's your paperwork?" -extremely rude. I assisted him in loading my sectional into the truck and before I could tie it down or even confirm I received the right pieces, he asked me to move out of the loading area. There were no other cars waiting. After going home and opening the boxes I discovered we were given a wrong piece to the sectional. Not a huge deal, mistakes happen. I call the warehouse and explain the situation. Their recommendation is to wait 2-4 weeks for delivery (and pay $200) or come get it myself. So I loaded up the piece and drove the 30 minutes back to New Braunfels. After arriving to the location, I pulled straight up to the dock (again, no one else in line) and began to untie the piece. The same worker greets me with a "where's your paperwork?" I explain that I received the wrong piece and this one will need to be placed back into the warehouse- and that id be happy to move after it's unloaded. For this guy, not happening. I was told to move out of the way and that he's not touching the thing without paperwork- further, the worker said it would be 45 minutes after he got paperwork before he would be able to get my exchange. (Again, there was no one else at the location). So I go into the office, identify myself (I had called to confirm I was coming for the exchange) and explained the rude worker at the dock and how he wouldn't do anything. HERES MY BIG PROBLEM WITH THIS TERRIBLE COMPANY. THE FRONT DESK WORKER REPLIES WITH, "YEA, HE'S A LITTLE LOW ON THE AUTISM SPECTRUM." Are you kidding me? My wife and I were shocked that a total stranger would even begin to make this sort of claim. The lady said it would be 15 minutes to process the paperwork, even though I had called to confirm the exchange. She said she would come out to let us know when we were ready to go. We were parked directly in front of the office. So we waited in the truck. And waited And waited. 45 minutes go by and as we are walking in to check on the status of our furniture, the lady that "processed" the paperwork was walking out the door with her purse and a friend going to lunch. She didn't acknowledge me as I said hello. I spoke to the other woman in the office and she said oh yea, that should be ready to go in 15-20 minutes. So we make the exchange and go home, eager to set up our new bed and sectional. The $200 mattress pad, that we were assured was in the box, of course was not there so I called again. I called again. We were told to come pick it up in New Braunfels or they could have it shipped in 2-4 weeks. I hung up on them out of disgust. I called the original sales person from the store and he picked it up for us and brought it to the store from which we purchased our furniture. We were so disgusted at this point with poor customer service, rude workers, appalling comments and most of all- the complete disrespect shown to paying customers. I gave $4000 of my hard earned money to be insulted and offended at their lack of professionalism. Please, never give this terrible company a dime. read more

BEWARE! DO NOT SHOP HERE!!! I had a wonderful in store experience and was told my couch would ship in a month. It took almost 3. The couch broke within 3 months from nothing other than a 60 pound dog sleeping on it. I got it repaired through the protection plan, which took weeks of unanswered phone calls from the store. The couch has now broken for the second time in less than a year and I am going through this headache all over again. This company wants to confuse you so they can keep your money, absolutely disgusting. read more

It's been 3 months now since I ordered furniture. Payed in full. They would not refund me on purchases that didn't arrive unless I payed a large fee. They advertise a small fee but you will be responsible for commission. Read the legal print.. After purchase I could've save over 500$ on the first sale. 631$ on the second sale. They wouldn't honor it. I didn't receive my furniture yet. I asked to cancelled they put it on the wait list. No idea when it's coming. They tried to sell me more expensive stuff. I refused all. Bought from wayfair. Had my items in 3 days. I'm out about 2500$ with this location. It will arrive eventually. I will refuse and make them waste their time. Bad decision to buy here. All lies. read more

Avoid at all cost. They will charge you alot more then what is on their website, then try to tell you they will price match. There excuse for the differnet pricing is that "Corporate" runs the website. They make no effort to check out those price but instead offer to price match, that is if you are smart enough to catch them. Do not evven think of shopping there unless you have no other options. read more

Absolutely horrible customer service. Delivery for bed frame missing pieces to have this frame put together by them. 3 weeks have gone by and still waiting for the pieces. Definitely don't order and save yourself the headache because they won't help and send you to several different numbers to call! read more

Stephanie Meyers was such a big help today! She made the whole process stress free and simple. I will refer her and Ashley Furniture to all of my friends!! read more

A few weeks back we ordered a living room and bedroom set with mattresses and I call and call with no answer to get an update of the delivery. I finally get through and they have no sense of urgency to get our items delivered. I was first given tentative dates that changed a week later and now again the dates changed. It will be a month before I receive my items and the sales people don't seem to care. I have to call for the updates, not one person has contacted me. Horrible customer service!! read more

Customer service is the worst! I ordered a whole new bedroom set and the first time they delivered it without the hardware and feet. Sent the whole order back, then nobody tried to contact me about this. So I drove back to the store and looking for a manager but none to be found. So they reordered the whole thing again it would take another week to get my furniture. Well it came when they said, but the drawers are not working. So they said a technician would be coming out to fix them. WTF!! So now I have to wait for a technician to come out before I can use my furniture?? I think that I will be going to take a trip to the store and get a refund on the whole order. I will take my business to a real business that cares about satisfying the customer. How hard is it for someone to pick up a phone and call me to apologize for me not having a good experience. Never again!! read more

DO NOT SHOP HERE! I purchased a couch that i was told would be delivered in a week and a month later(with no communication) it was still not going to be delivered for who knows how long because they could not tell me. They do not answer the phone- called over 40 times. The phone number on the receipt is their corporate phone number which is hard to get in touch with anyone as well- called many times before speaking with someone. They have terrible customer service, would never buy from Ashley furniture again and definitely not the New Braunfels location. Read the reviews! read more

Terrible! Stay away. They won't stick to any of the delivery dates. Don't waste your time.

Horrible customer service. Manager "Joel" is so disrespectful and arrogant. Ended up driving 20 minutes down the road to Live Oak one where they took excellent care of us. The manager there, John, apologized on their behalf. Still won't ever go to that location to give them business, we'll drive the extra 20 miles to the Live Oak one. read more

Alvin Jones, Penny Wyatt, and Joel (Store Manager) answered every question I had and patient while I thought about my options. I walked away finding what I wanted and even introduced to things that I would like to go back for. A great customer experience for my first time in the store. read more