If Yelp allowed a negative rating I would assign it to Ashley Furniture. This review is for their customer service post purchase. So after finding a great couch at a great price I was informed that delivery of the product would be 6-10 weeks, perhaps on the longer end due to supply chain issues which I totally understand. So around week 7 I have heard absolutely nothing from the store, so I try to look up my order via their website based on my order number and phone; no results, can't track it I guess. I decide to call customer service and am told my delivery date is scheduled for week 12. Ok I can live with that. Week 12 rolls buy, no phone call about delivery. So I call customer service again and find I'm number 236 in the queue! Seriously WTF. Thinking I misdialed, I check the number again, nope, it's the local store number. There's no way there's that many people calling in, I live in a non-populous area. Rather than wait 6 hours for a phone agent I try their chat agent and am told my order delivery date has now been bumped back to week 16. That would have been nice to know. So a couple days later I called customer service, was on the forever hold, finally got a live agent who informed me my order was now scheduled for week 20. It's absolutely ridiculous to expect a customer to wait 5 months for a couch! Throughout this whole process I have never been followed up by a live representative. Not the agent that sold us the couch, not even a general service rep. I've had to make a huge amount of effort to even get anyone on the phone. Ashley has let me down on various levels: the actual delivery of the product, poor/lack of customer service communication, lack of access to know where my order is, lack of care. At this point I'm ready to cancel my order, but will probably experience the "order cancellation" nightmare other yelp reviewers have mentioned. It would have been faster to have an independent contractor build me a couch. What an absolutely horrid furniture buying experience. read more

Hi purchase a bed and bunkbed from there and their delivery it absolutely sucks even with Covid today was my final straw they confirmed it today from 2 to 6 this is the third day I've had to takeoff for this and they no showed no called a talk to somebody and they were just like oh it's scheduled for 420 and it's like no there it was confirmed today I've been really disappointing and dealing with these people and it's really frustrating to take time off work for them to have Very very very very very poor communication and they can't seem to get things right they can't even put the furniture together right everything about this company absolutely sucks I would not recommend it to anybody and I am still really frustrated right now read more

Probably the worst staff ever. They should be selling used cars in a buy here- pay here lot. Very untrustworthy. Sold us a dining room set in February but didn't tell us it was not available. A month later it was delivered but no easy chair. Plus plenty of bad attitude from the delivery guy. Never hear from them again about the $412 chair. Assume they were just going to keep the money and hope we forget. After six calls and long waits on hold someone calls us back from the store on July 24. Sorry the chair has been discontinued. They only have one on the floor. Being reasonable people we say ok we will take tha floor sample at half price. Here it comes "I have to check with my manager". Put me on hold. Now instead of snapping up the deal they want to bargain! Manager says "ok you can have it for $250". Instead of grabbing the deal and maybe retain a customer when they were so wrong. Then he tells us we have to pick it up because it's a floor sample. Enough already. I want a full refund. Ok he has to check with manager. He's probably hoping we hang up if he puts us on hold long enough. Some of the sleaziest business people I have run into in Sonoma county. Please don't go there unless you've got buying used cars. read more

Not a single person approached me or my girlfriend when we came in to look at new couches. Eventually we found a nice gentleman standing around who rung us up and took care of our purchase in mid July. It is now September 8th, they have called me for the 2nd time to reschedule because parts are unavailable. It is insane to me that you can take thousands of dollars from customers and tell them the delivery date on site, yet call the day before because of "supply issues". This is/should be a crime. read more

We bought a handful of items at Ashley including a bed. The mattress failed in a few months. You should expect zero support from Ashley if you have a problem with anything you bought there. I would also advise you to stay away from buying Sealy beds. read more

Ordering my office furniture was easy. Getting customer service assistance an absolute failure. I called numerous of times to get the problem resolved. 2 weeks after delivery date no products. Ashley can't locate any of the 4 pieces. I want to cancel order and purchase from a reliable business. Now I'm told a investigation needs to be completed. You loose my items and I have to wait until you find them. Never Again Ashley Furniture, never again!!!! PS no pictures to post because I haven't received anything. read more

Wife and I went here. Don't. Just don't. They told us a week for delivery. That was a month ago. We've been sleeping on the floor and had the delivery date changed several times that keeps getting pushed back. Save your money. Go elsewhere if you need furniture. read more

Would give negative stars if possible! Don't waste your money at this store. Worst customer service ever and delivered a bed to us damaged. The STORE MANAGER said he'd have it replaced but we took two days off work a week apart because we were told they were replacing it and nobody ever showed up. Have sent multiple emails and calls, NOTHING!! Even the corporate tried calling and the person at Rp hung up the phone on them. Furthermore, the manager never " opened a case" so they are trying to say they won't replace the bed. This will be going to court, stay far far far away from these crooks! read more

Worst customer service I called the store in San Jose and they are wonderful. I would highly recommend that as the manager of this store is the complete worst!!!! read more

On 9/11 went into the Rohnert Park store and ordered two chairs from Dung Nguyen. He was quite helpful and ensured the chairs were in stock and ready for immediate delivery (scheduled for today). WRONG - do not believe them. They confirmed the delivery date/time twice by text and once by email. Then never showed. No call. So I got on the phone. The person answering the phone was puzzled. She couldn't figure it out and said I'd get a call back in a couple days. She said she thought it was on back-order. What? No show, no call. Read all these reviews. This is their pattern to get your money and then deliver many months down the road if you're lucky. Do not fall for this shady company. I'm going into the store in-person and demanding a refund. read more

Just received round 2 of our furniture. Also arrived around the time they estimated. I received emails pretty much every week leading up to the delivery date. They kept wanting to bump up my delivery date but I could only receive on the weekend so we waited the extra time. Professional guys carried the furniture in & assembled it. Took photos to prove the items were delivered & perfect. Can't complain. The pull out couch & dining table we got months ago are all great I feel very lucky considering all the bad reviews here. Our experience was all good! read more

Gabriel the sales manager was great. He fixed the problem we had and we are super happy. Go see Gabriel.

In line with all of the other recent reviews, I also had an absolutely horrible experience with Ashley Furniture. I also experienced very delayed orders (I first placed my order back in October and didn't receive anything until this May), and when my items were finally delivered, several things were defective or stained. Ashley said they would replace it and they still haven't, I've had to resort to filing a dispute with my credit card company because they are so unhelpful and unresponsive and refusing to process the refunds. Throughout this whole saga, the managers there have been rude and provide no customer service, despite my very large order. I purchased the items as part of what seemed like a great sale but don't be fooled - it's not worth the money to deal with this terrible company. Do yourself a big favor and shop somewhere else. read more

They broke the bed frame I had delivered, the upper cabinet of a dresser is completely misaligned, the installers mangled the back of the same cabinet, there was a very loud crack noise from their forcing the couch where is didn't fit. If this review is up they have yet to make any reasonable corrections on their end. read more

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I have been on hold with the cost Services line, no lie, for 1 hr31 mins so far. still holding

We bought a new sofa and love seat 3 months ago and the sofa creaks when you sit down or stand up. We reported it about a week later to Ashley and have had multiple technicians out all saying it was a factory issue. I followed up with Ashley and they're basically saying that it's not their issue, deal with it through the warranty. Probably one of the worst customer service experiences I've ever had. I would not buy from there again. read more

Was there last night . We knew going in what we wanted. We didn't need a sales person to sell us anything. But of course you are Bombarded right when you get in. Nancy Ward was the sales person who helped us (side note, she seemed more concerned with the next time she could sit down then help us with what we wanted) so we asked for to just point us in the Direction of the recliners she had to think about where they were and then showed us. She brought us to the leather ones I told her we wanted to cloth she seems surprised so then she showed us may be three or four. every time I would try one she had to sit down every time we walked 5 feet to another area, she had to sit down and then she took us all over the store about four times trying to find some thing that she had no idea what she was looking for or where it was located. We made it clear we are looking for a recliner's she kept trying to sell us normal chairs when I told her no she insisted we look at it again I just kept walking. I don't know maybe it was her first week but she is very on organized we had to do all the questions asking we had to ask for the final price she didnt even offer that to us. At the end of the day we got what we went in there for but it seems like you would Have a more intelligent person and knowledgeable person working your sales floor read more

I came in Saturday March 13th and purchased a TV stand and a 5 piece bedroom set. I was told the bedroom set was on back order and I wouldn't receive any of it until the end of April. I was ok with that, and was told that I would get the TV stand within a week and I would get a call within 48 hours about the status of the delivery. I had to call. The store 72 hours after the purchase to set up my delivery. They told me the TV stand would be there on Saturday. Day comes, and only the chest was delivered on my bedroom set, which I thought was on back order?! I call the store to find out what's. up. I was told there was nothing they could do, and now I have to take a SECOND day off work to wait for a delivery that can't arrive for another 3 days. Then I get the text to confirm the delivery window. I confirm. Day of delivery comes, I'm waiting, waiting, and waiting. No word. Then with an hour left in the delivery window I call to find out the status. ONLY TO FIND OUT THAT MY DELIVERY ISN'T COMING. No call. No letting me know. I'm so frustrated. I didn't set these timelines, they did! I just want you to be accountable to what YOU said you were going to do. I paid for a service, I just expect that you guys do what you guys say you guys are going to do. Now I can't get anyone on the phone to talk to. read more

Should be zero stars. Never shop here ever. We purchased a lift chair And you can't get parts if you don't have a warranty and after the warranty expires. They are ripping little old people off. Talk about filth of the earth. read more

I got a couch last weekend from Antonio or Anthony, something like that, I wanted to finance my couch he said it was gonna be around $75 a month for 2 years I said that's fine I'll probably pay double etch month and pay it off quicker, without asking me he changed my payment plan to $150 for 12 months which is fine but I didn't tell him to do that and he didn't explain to me he changed it he just did it, also he was saying I could get up to 10% off with the 4th of July deal and didn't end up telling me at the end how much I saved, he also told me they would call me 4 hours before delivering the couch, they called me 30 minutes before, also the biggest red flag, after I left I noticed he added a $200 protection plan without asking me and without my permission, and the manager knew because they where over there smirking at etch other, also he told me for delivery and everything it was going to be $150 and it ended up being $350, not to happy with my experience. He didn't tell me how to pay the monthly payment when I asked him he said the people who deliver the couch would let me know and go threw everything with me when they delivered it and I asked them they said they didn't know and they should of went threw it with me at the store and when they called me to make sure the couch was delivered I asked them they said I'd have to get in touch with the store as well, He was a nice guy but I think he needs better training. read more

I've been helping my sister get a couch for her Place and Have been dealing with Ashley Home Store... well they are awful !!! The first couch she bought they cancelled delivery twice then when they did deliver they said they couldn't get it through her door...but broke off the top of her railing on her stairs trying! then the second attempt (I wouldn't of even done a second try ) she bought a smaller Couch a had to take a third day off of work so they can deliver it and of course they cancelled delivery! Even after the email the Day before said it would be delivered. What kind of furniture store is this? And they had the nerve to call her hostile because she was upset. I will never ever shop there or recommend them to anyone. Wayfair here we come! read more

Definitely do NOT go to this store. I agree with other reviews where initially I was treated well. I bought a very expensive recliner from a salesman named Mike Feather. However when it came to delivery one hand didn't know what the other hand is doing. And I had to cancel the order due to space and scheduling issues. I paid 1/2 in cash and 1/2 by credit card. It has been well over a month and I have not received by refund. I am lied to by staff at the Rohnert Park store on a weekly basis as to where my refund is. Their corporate customer service says they cannot help me resolve this issue and I need to work it out with the store. This week the store does not pick up their phone. Very frustrating when all falls on deaf ears. I have been told by others that they had to hire legal council to resolve their issues with Ashley HomeStore. read more

"We re-sold several items you bought that we were holding for you in our warehouse to another customer because one of the items on your order is a back-ordered item, so now you have to wait even longer for delivery, and as a matter of fact, you have to wait an additional 2 months." - Ashley HomeStore Ashley HomeStore Rohnert Park: Perhaps the right thing to do here is to deliver the items I purchased? Then deliver the back-ordered item ASAP? The store manager promised to call me back and help, which was 8 days ago. I'm still waiting for the call. No furniture. More backorders. read more

I went in looking for a desk and WOW the salesperson I spoke with, Jenna, went above and beyond to help me out! She was very knowledgable and helped me determine what desk would best fit my lifestyle and match the other decor in my home. Highly recommend! read more

Ashley has the worst customer service ever and a sleazy sales staff. If you choose to buy anything here, be sure to purchase with a credit card so that you can get any disputes resolved. Like others, I would give them zero stars if possible. The long sad tale is below, but the short version is that after sending us 1) the wrong end tables, and 2) a damaged coffee table, they repeatedly gave us the customer service runaround. Eleven days after returning said items to the store, they still had not issued the refund. September 29th, in the afternoon, we visited Ashley to buy a new lift-top coffee table. While there, we saw some end tables that seemed to match. We purchased all three and chose UPS delivery, which was free. However, when we returned home and checked out their website, we saw that the end tables we purchased were not actually the ones meant to match our coffee table. The ones that did match were less expensive, as was the table we had purchased. We called, and the store staff said that we would have to return to the store for a price match or cancellation. We chose price match, so that the store would still get credit for the sale, since we were glad we could see the items in real life. I deeply regret that decision. The purchase arrived in two packages. The first contained the end tables -- the original, wrong end tables. My wife tried calling customer service and was repeatedly shuttled back and forth between the store and Central Customer Service (let's call it CCS). (CCS was also supposed to have issued us our refund on the price match, but they never did.) CCS said maybe the store had the right tables, but the store said they shouldn't have said that. The store said we would have to drive the wrong end tables back to them. We resolved to do that over the weekend. The second package arrived a couple of days later. It was the correct item, but it arrived damaged. The screws for the lift-top bracket had been removed from the panel that they were supposed to be attached to. Although some installation was supposed to be required, that piece was supposed to be already attached. It was beyond our ability to repair, so we decided to return the whole set to Ashley and cancel the order. This was on October 5th. The sales manager, Raj, was basically polite, though he claimed to have limited authority. As we dragged the three items into the store, he got on the phone to escalate, and by the time we left and took pictures, he said that CCS would issue us our refund. Today, October 16th, I called CCS to inquire about the status of our refund. They stated that they only had the price match refund pending and that there were tables scheduled to be sent to us on October 18th. I said that no, we had cancelled the order and were owed a full refund of what we had paid. As they had done when we received the wrong tables originally, the CCS representative said that she would have to call the store to get approval and that she would then call me back. CCS never called back, and my credit card company will handle the dispute from here. read more

Ashley Home furniture has terrible customer service when it comes to warranty issues. We scheduled an appointment for a technician to show up to and fix a stitching problem on our armless love seat. The technician never showed up. We called corporate and they stated it was cancelled due to local store not detailing exact mark on couch needing to be fixed. We asked why we never received a call to let us know they cancelled the technician and not one person could give us any answers or at least an apology. Corporate stated it was locals stores fault. Rohnert Park Ashley's furniture stated it was Corporates fault. It doesn't make sense why they would just cancel and not let us know. We are trying to schedule another appointment and we will see what happens. This is very time consuming to wait for s technician that never shows up. This company can easily take your money but if your looking for a good customer service Ashly furniture is not the furniture store we would reccomended. read more

Yelp should allow no stars! Absolutely by no means purchase anything from this company. They may entice you with their great deals, but once they have your money good luck. In our situation, we ordered three rooms of furniture in October 2020. We were supposed to have all our furniture delivered in December 2020. We continually called to check on the status of our furniture and it was pushed back several times. Due to the great pricing we decided to wait. Finally in January one of our rooms arrived and was due for delivery. The delivery arrived and the delivery company was awful. Not only did they not know what they were doing, they damaged our door and almost broke my chandelier. I actually video taped them attempting to shove the couch through the door and me telling them it wouldn't fit. Once I showed them the correct way to do it, they got the furniture in the house and basically just tossed it in and left. No set-up, no clean-up. They left cardboard, plastic and a big mess. I immediately called their customer service department and placed a claim. After numerous calls checking on the status of my claim, no one has yet to call me back and provide a updated. Since the rest of my furniture was once again delayed until the middle of February, I decided to just cancel my order. I cancelled the order on Jan 7th and never received a credit on my credit card. I called again on Jan 14th and was told I would receive my credit in 7 to 10 days. I called again a week later and was told my order was never cancelled and that I should go to the store and cancel my order. I finally got a hold of someone in the store and was told my order was never cancelled and that they would handle it and expedite the process. I called again today and still no credit. I was told the cancellation is being processed and the same story, she was going to expedite the cancellation and credit. In the meantime, I have called my credit card company and disputed the charges, since I have been more than patient with this terrible company. As of this evening still no credit and no call back regarding my claim. Now I have to pay interest on my credit card for something I never received. How does this place stay in business. Next letter to the better business bureau. PLEASE DON'T SPEND YOUR MONEY HERE, go to Valley Furniture next door they are an honest family business. read more

Ashley This company is in full disarray. Avoid it. Inventory (depleted), customer service (confused, irresponsible, erratic and inexperienced). Inter-store connections (confused or totally absent). Here's a telling example: it doesn't allow responses (signatures) sent from an Apple product. What decade is this company in? There are more problems. Try as we might at three different locations, we couldn't give them $3,000 of business after choosing the products. They gave incorrect information about delivery. We bought the same products elsewhere at identical prices. Pandemic is an excuse. Maybe some month Ashely will recover. I'd avoid them during 2021. read more

Nice big showroom. Lots of merchandise. I'm giving them a low review for several reasons. First of all. It's only a showroom so if you think your bringing something home that day it's not happening. They charge $90 delivery fee for one recliner, you can't pick it up yourself (and we have a pick up truck). We set up a delivery date a couple of weeks ahead as we we're going to be out of town. They called while we were out of town and said if we didn't call back in 2 hours to confirm our address they would Have to rescheduled for up to a week. Really!? So we had to reschedule again. Too many furniture store choices to deal with this kind of service read more

I went to the Ashley HomeStore (6001 Redwood Dr Rohnert Park, CA shorty after shoulder surgery and being in intense pain for 7 weeks. I was tired and exhausted and found my old couches I loved were not so good anymore. Ashley furniture had the perfect replacement couches that had power recliners with infinite positions and went much further towards flat than my old couches and the recliner switches were on the inside of the end of the couch not the outside plus had usb to plug in phones or iPads. The salesman was really nice and helpful and we got a good sales price. The one star review is after the couches (2) were delivered we found the seat base was MISERABLY hard. The demos in the store were soft and comfortable. The couches that were delivered we awful. I went back to the store to make sure I wasn't making up in my head and store demos were nice and soft. To confirm I wasn't crazy I went back a second time with my significant other (we purchased them together) and she agreed store couches were good ours we hard as rocks. The seat backs on ours we're good just seat part was no good. I called the store the second day we had them and they were cold and not helpful. They made ZERO effort to help us or work with us other than say we had to cal the National service department (not side what they called it) and have a technician come check them and they probably wouldn't do anything for us since the couches were functional and did not have actual physical defects. We had to wait for a month for the technician to come. He was good and honest. He felt how hard they were and said without hesitation they were too hard. BUT the only thing he could do was order new cushions and replace them. Another month or more to get the cushions...argh!!! The cushions came ans they never followed up to replace them still sitting in my garage 5 months after purchasing the couches. We went to store and asked the manager to help us he basically said they have a no refund policy and only thing we could do was work with there National service or repair department. Was not very helpful at all and to me didn't seem to care. Basically out problem. I was so frustrated I gave up trying so I called my credit card company and disputed the transaction. No response still then finally they called and left a message. I tried calling the person at Ashley Furniture direct line no answer and no voicemail. I tried again ...same. I called stores general number got stuck on long term hold and gave up. Since they made pretty much ZERO ZERO effort I quit making effort. Then the other day they sent a letter via UPS asking me to call the manager within 72 hours to pay my balance for the couches. I tried calling his direct number ...no answer and no voicemail so I then tried online chat and asked for the managers email. I explained most of the above and said I was now unwilling to talk to anyone until I had the managers email so I could document my story. They wouldn't give it to me. They said they would pass the transcript of the online chat to the store. Been three days no email or phone calls. VERY VERY VERY DISAPPOINTED...don't even want the couches anymore just looking at them Orestes me and we have kept them covered for 5 months now so we wouldn't damage them ans they would be returnable. I would give Ashley Furniture a zero star if I could. read more

This place is such a joke. Their customer service is awful! I returned a sofa and they are still charging me every month. I've had 5 people call me to confirm that I returned the item, but they are still charging my bank account. They want me to fix it on my end don't waste your time or money here. They won't refund me for what I've already paid for the couch. I've already reported them to the BBB read more

Just FYI to all who purchase in store. Make sure you look up the pricing on the website! When I went to purchase a table in store something didn't seem right with the pricing. The sales lady told me the table only came with one chair and I had to purchase additional chairs. I got home after reluctantly purchasing and sure enough the table included four chairs and was $500 cheaper online than what I was charged in store. So if you really want to purchase from them but need to see the product in person I would go check it out in store, and then purchase online or ask if they would honor price. We ended up going elsewhere as the delivery timeline was far too long and we also felt scammed by the sales person! read more

After calling in and asking for a refund, I continued to receive alerts that my purchase would be delivered 3 days after my 5th reschedule. As Ashley had yet to credit my refund and ultimately getting some furniture was my best result, I accepted one of the text reminders for delivery. Ashley called to make sure I wanted the furniture and not a refund and I agreed that if truly the furniture would be delivered on the promised date, I would like my bedroom not to be empty. Lo and behold, the furniture arrived. It was delivered and installed by the delivery team in quick order with no damage that we can see yet. The furniture appears to be well made and is definitely sturdy. The dresser we purchased was heavy enough that my adult son and I had real effort lifting and readjusting it's location. The style is modern and exactly what we saw on the show room. I will say the dresser drawer runners seemed much smoother at the store. Perhaps they have techs that do extra feathering on the showroom models? 3 stars because the product is of middle to high end as advertised, but rescheduling delivery 5 times makes it hard be super confident about my 3rd star. Better communication gets us toward 4 stars. I would have been ok waiting to receive my order but needed that expectation early. The constant rescheduling for 1 week later for 5 weeks was just poor business practice. read more

Bought a couch there 2 years ago. Has a touch screen with the extended warranty. The screen went out. Been Trying to contact Ashley and the warranty company for 3 months about a replacement part and am getting nowhere. Frustrating. read more

This store has the worst customer service when it comes to resolving conflict regarding their own mistake on a purchase. When they are going to sell something they make it sound perfect, so you purchase and they get paid on their commission they don't care a bit about there customers. I got a recliner that came damaged and I had gotten the warranty on it ($119.99). As it was not repairable corporate gave me the option to replace or credit. I choose a mattress instead and warranty could not be put on a mattress. I got told by DAVID Rohnert Park, CA store manager he will get them to reimburse the warranty since it couldn't be placed on a mattress. Well 3 months later and still no answer. When I call about every week . His not there, he won't return my calls. It's very frustrating. I even left a message for the regional manager and he can't even do his job right. It's ridiculous. Do not wast your time here. Please consider another furniture store and with a better quality product. read more

Casey was fantastic! Needed a whole set of furniture. Great selection and awesome customer service

Great experience buying a new couch! We got a sweet deal on a fancy new couch. Discount on delivery and 12 month financing! Only problem is I never want to get off the couch now =P read more

Jim was the best help. He was very patient and gave my family and us lot of options for what we were looking for. Highly recommend asking for Jim. We all left very happy and can't wait for our new furniture. read more

Have made several purchases at this Ashley's. Just made my last. Not sure why salesman don't seem to want to listen, even when I'm spending thousands of dollars. Specifically asked Alexis to make sure my name was on purchase, which would have been a few keystrokes on a keyboard. He did not bother to do it. And after I told him didn't bother or want to change it. You would think he would listen to keep me coming back. I guess not!!!! read more

Today I came into Ashley furniture to get a couch and Jim did exactly that! Great guy and got us an ottoman too!! Thank you!!