The store itself had a pleasant experience. I did not feel pressured to buy anything nor did I feel like salespeople were lurking around corners ready to pounce but they were readily available for any questions I did have. I do have to say though DO NOT BUY Ashley HomeStore 's insurance, it's a SCAM! When it comes time to have a repair or replacement made they give you a number to contact their third party merchant, TriCounty Furniture, to handle the claim. Low and behold, TriCounty furniture does not show up... not once, not twice, but three missed appointments where they give you a window of 3 hours to wait for them! First appointment I was 38 weeks pregnant and had a window from 1-4 and had to move a Dr's appointment to accommodate the first no show... 10 mins to 4 I received a call that the technician was having vehicle trouble. Reschedule. 2nd appointment I now had a newborn and received a window of 4-7 pm ...at 20 to 7 I received a call that the technician was running 45 mins behind schedule and would be at my house around 7:45pm.... no show. 3rd appointment the 2:45-5:45 window came and went with no call at all and at 6pm when I called the girl said, "oh, he'll be there in 2 minutes." No show. AND I receive an email "Dear Protection Plan Customer: Following your service appointment, our professional technician has provided us with a report on the inspection/service performed. We will process the report within the next 5 business days and notify you of any additional service steps, if applicable. Sincerely, Customer Service Center" THE TECHNICIAN NEVER CAME!!! read more

Two pieces of our couch have been broken for almost a year, they re-ordered the parts, scheduled for delivery couple months ago just to not show up. Second time we were scheduled for delivery they didn't show up, because one of the two parts was delivered broken. We were like okay, happens. Today, third time my husband took off work to be here for delivery, threw out the two broken parts of the couch because we were finally receiving the parts, just to receive a call that they AGAIN are not coming because AGAIN one of the two parts is broken. How do you tell costumers the same lie twice?! At least deliver the one part of the couch that is okay. Not even the curtesy to call to let us know in advance so we would not make arrangements to throw out the couch and taking vacation time to be here. Now we are sitting on a half couch (see picture)!! Worst service ever!! And then they would not even give out an email address or name from the manager. That right there tells the whole story! read more

I buy a lot of furniture from Ashley but not anymore. I just had the worse experience ever!! I ordered furniture to be delivered on Thursday that didn't come until Friday. When I called to ask about the delay, I couldn't get a straight answer. Then today the delivery driver went to the wrong gate and when I tried to tell him to go to the right gate, he refused and then tells the dispatch he couldn't reach us when I spoke with him 3 times via phone and tried to get him to drive to the correct gate. The dispatch team even called this man while placing me on hold and he didn't answer. He leaves stating I wasn't there which was a lie. POOR CUSTOMER SERVICE! So I then called Ashley to cancel the order and waited on the phone for 31:26 to speak to someone. The rep then tells me she has to get approval from delivery that the furniture wasn't delivered before she can cancel. That doesn't even make sense. I insisted she call and get clearance that day and wait on the phone just like I waited. I'm not waiting to get a refund! Stay away from this company. This incident has caused me to go elsewhere for my furniture needs. Customer service is key for me and I'll pay more for good customer service. This delivery company needs to be fired. Because of his poor service a disabled individual suffered. read more

Ashley's at south park meadows location, if you are looking for friendly profesional service . Thank you Ixol for helping me find just what I needed. I would recommend You ask for Ixol for your shopping experience. read more

Beautiful furniture, best prices, super nice associates and overall best experience! The warranty is unbeatable! Their competitors have nothing on the quality that Ashley offers. read more

Richard is awesome and so helpful! The store is very aesthetically pleasing and has a ton of options to choose from. They are willing to price match and help customers get the best possible price. Highly recommend! read more

I came in for a few pieces of furniture. JR got me through the process quickly and with a pleasant demeanor. I look forward to coming back.

I'm new to town and really needed a new sofa for my apartment. I had an idea of what wanted but wasn't really sure. Brian G. took great care of me. He showed me a ton of options in my price range, wasn't pushy at all, had great product knowledge, and was super friendly. I finally decided which piece I wanted and he made checking out a breeze. I'm really glad I came to this store and worked with Brian. read more

Horrible customer service!! Sat in hold for 20 min just to be hung up on. I didn't have my order number in hand but asked if they could look it up via my phone number. Hung up. Then sat on hold again for 28 min just to be told they still don't have the whole sectional ready for delivery. ..we ordered it in July knowing it would be 4-6 weeks. This is getting ridiculous. Now not supposed to be in til october....yea ok. We will see about that. read more

My husband and I went to the Pflugerville location to purchase a living room set we saw online. As soon as we got there, we were greeted and quickly helped. Turns out the couches we saw online were not very comfortable. The salesman helped us by taking us around the store and showing us more options that were in the same price range of what we originally wanted. We were not pressured into purchasing anything else or anything more than what we could afford. We did end up purchasing from them, the service was great! The salesman and all others in the store were very friendly with us even though our son was wanting to run around everywhere and was not too pleasant at the end when it was time to go. I really appreciate that! I highly recommend Ashley's Furniture HomeStore in Pflugerville! read more

Exchanges are a nightmare if they're bedding related! The employees act nice but do not understand how the store works and can do nothing for you if you are dissatisfied with your purchase (no returns. only exchanges, with a new delivery fee). Had to call corporate customer care who told me I'd have to wait three days for approval and they'd call me to let me know - they never called. Meanwhile they said I need to go the store to put in deselection so I raced down to the SouthPark Meadows location and they said the mattress part had to go through corporate and they couldn't do that part but could do some furniture swaps.... which would take ten days to get delivered. Called the store over a week later to find out that the approval had been submitted by customer care WHILE I WAS ON THE PHONE WITH THEM THE FIRST TIME, but then the person at the store couldn't get into the order to do my box spring swap. She assured me she'd call me back. I called her four times in 48 hours.... now it's been four days since my last call and haven't heard from the store. AND the team that picked up my exchanges didn't check the dresser drawers and took a $60 set of sheets with them! read more

Terrible!!!! I will never buy anything from this retailer ever again. Worst service I have recieved from a furniture store in years. We were looking for a bookcase and found that few stores cary them anymore. We found one we liked and wanted to purchase it. Albeit it was overprised but we got it on "sale"...ya right. no furniture is on sale. There mark up is hundreds of % so the sales price is always a profit for them. At any rate we purchased the item and expected to take it with us or pick it up at a warehouse nearby....nope. They appearently don't have a warehouse anymore. They deliver everythin from Lathrop via 3rd party delivery service. What a crock of BS. Girlfriend realy wanted the item so we scheduled the delivery. The 3rd party deliver service was one of the worst i've ever had the displeasure of dealing with. Neither one of the drivers spoke english. They claimed to have come to the location where it was scheduled for delivery...nope. all they did was try and call and then left. When i figured out that they were trying to call instead of knocking on the door, I called them back and tried to get them to return and make the delivery. They were only ten minutes out from my location and refused. So needless to say that conversation was not very pleasant for them or the Ashley people. If not for the fact that my GF wanted this piece of furniture I would have told them to stick it where the sun doesn't shine and got our money back. Two weeks later i finally recieved the item...boxed wast damaged, other peoples products were unsecured and damaged in back of truck, and once again the drivers didn't speak english. My suggestion....DON'T DO BUSINESS WITH ASHLEY HOMESTORE. Ashley...a word of advise from a business owner. Get a better deliver company, provide a warehouse for pick up or ship to your store....and oh ya get your s**t together before Amazon puts you completely out of business. You guys are the worst right now. read more

Got great deal on our kitchen table for presidents day sale. They even gave us a reduced delivery rate! Thanks to Anna Reyna and the management team! read more

All I can say is this Ashleys location is one of the best we have been to. This is the second time we have been furniture shopping and no one attacked us while walking through the door. We were looking for a nice Mattress to get my girlfriend through pregnancy pains and Anthony Severson the lead mattress tech helped us leave with a Tempur-pedic! To say that we are beyond excited for this purchase is an understatement! Thanks so much to Anthony and Ashley's Furniture Store! read more

Good customer service is the only positive thing I have to say. Quality control for online orders is awful. I received a nightstand, missing a piece of wood on the drawer. They promptly sent another one that was missing drawer handles, had a broken drawer and missing a track. They promptly refunded me, but never came to pick up the nightstand. The product was cheap, broken was of no use. Spend more time on your quality control and shipping, you won't need so much customer Service help. read more

This is the worst place to buy furniture. I spent over $8000 on furniture and a mattress and I ordered it well in advance to have my items delivered on time. They brought half of my items and some of my items came damaged. It took another 2 weeks to receive my other items that I ordered. I am still waiting on my damaged items replacement. Ashley says that the delivery service is a 3rd party and they are not part of Ashley. Ashley should be smarter about choosing a partner delivery service before they go out of business. It seems like once they get your money they do not care about their customers. I will never shop at Ashleys Furniture again aswell as my family. read more

Buyers BEWARE !! Horrid customer service when trying to return an unopened/ unpacked $$ mattress pad at Southpark Meadows ! The store manager said "I don't care" if we did NOT communicate to you this was a non returnable / final sale item . This after the kind salesman admitted he omitted telling me . The no returns policy is not posted anywhere visible to the shopping customer. My response from corporate customer service was " sorry for any inconvenience , we don't do returns ". Worst customer service I have ever experienced from retail management . Bad , awful mistake to do any kind of business with this franchise company. Complaint to the Better Business Bureau filed . read more

I ordered a dining room table in July and financed with Acceptance inside the store. Needless to say they have graciously taken payments from us when we still don't have our furniture. I have received 4 different delivery dates and at this point I'm frustrated that I am making payments on something I have no idea when I will get. This is our last experience with Ashley. The customer service representative expressed no empathy when she knew I was clearly frustrated. Definitely needs training. read more

This is my second horrible experience with Ashley at Columbia Missouri. It is my fault, I should not keep business with them. I purchased furniture with thousands dollars and they failed to deliver undetected furniture every single time. The second purchase was recently, 1 month ago. They told me there will be delay in delivery in 6-8 weeks and I agreed. I got message and they push it 10 more days. After a week I received another text message and push it another 6-8 weeks, that is really disappointing. Imagine you wanted something because you need it at that time and find yourself on hold for 4 months. When should I expect receive it, next year?? Literally, this is my last purchase and I will do everything to return it. I do not need it anymore and I purchased my office from other place because I WANTED IT. read more

Easy buying experience. Jason helped us put together the right pieces. Very knowledgeable on the various materials. No pressure sales. Friendly service. Was able to get a discount for us. We'll come back. read more

Jason was awesome helping me get my moms new place ready! Great customer service made my shopping easy!

Jesse made the process of picking out furniture and having it shipped upon my arrival as seamless as possible. Two thumbs up for the service here! read more

Ashley Furniture did finally issue the return of my dresser, which I appreciate, but only after I finally got in contact with the finance department after Ashley Furniture threatened to turn me into a collection agency after I disputed my dresser purchase on my credit card. I find it strange that Ashely's repose to my original post was they could not find my contact information even though I had to provide that information in order to make an online purchase. Again, steer clear of Ashley's online orders and if you choose to make a purchase, go to a brick and mortar store so you do not run into the same problems we did. read more

I bought a mattress and base on May 3, 2020. Was not delivered until May 26, and then it was not what we bought. They scheduled another delivery for June 23 and brought the same base i already had. Scheduled delivery again for a couple weeks later and they never showed. I called and they said it was out of stock. Oh by the way you will not get anyone on the phone if you call the 800 number, I mean never. I finally called the local store and the scheduled it again. I was refused a refund. Worst customer service I have ever seen. Please don't shop ar Ashley Furniture ever. read more

If I could give less than 1 star, I would! I ordered a chest of drawers online and scheduled my delivery. I never heard anything until 2 days before delivery at 5:30 (got an email) that said if I don't call them by 7:30, they would cancel my order. I called at 6:00 and was on hold for over half hour and no one answered. I called the next morning (hold for 20 minutes) and was told they cancelled my delivery and I had to reschedule. She told me she would try to get me on for the originally scheduled day and would call me back. She never called. I called back again (on hold for 27 minutes) and was told that I had to reschedule. I also spoke to a manager about the lengthy hold times and lack of customer service. The manager was very rude and just said that they have high call volumes right now. I rescheduled the delivery. I called (32 minute hold) on the day they were supposed to call me with confirmation because I didn't trust they would actually call to confirm. I was then told that my delivery was scheduled for a different day, a week later. I then cancelled my order. I have several Ashley pieces and love them all. But this lack of customer service on many parts is inexcusable, especially because the manager didn't even seem the least bit concerned. UPDATE: ***why does it not surprise me that they can not locate my account now? *** read more

So they wrote back quickly so everyone on here can see but months later they still haven't resolved my issue.

HORRIBLE! The couch set we purchased came delivered, drivers were rushing the install to complete their deliveries for the day, past 7:00 PM and they still had deliveries to be made before driving the 1 hour back to their warehouse. I feel for the delivery drivers, unfortunately they are over worked which led me to miss some damage on a piece. After delivery I was so excited about the new couches in my house. I was laying down and noticed one of the leather cushions had spots of raw leather showing through where the leather polishing process was ineffective, I thought "This won't be an issue everyone I have dealt with in the store was great and this will be no problem to get handled". I was instructed that customer care is the division who handles post sale issues and not the store, understandable for company organization. I contacted customer care and the bad service was just beginning. I was approached with and offer to have someone come to my home and "repair the spots" which is basically painting over them, this is a horrible repair and overtime will rub off on your clothes. I declined having the repairs completed and asked for them to just replace the couch, this was denied. Their next offer was to have someone come to my home and replace the panel that was damaged, again this is a dismal sub-par repair. I agreed to allow this repair only if Ashley's agreed to extend a 5-year warranty on the piece against any defects, I felt was a reasonable offer if they are to disassemble and reassemble seams outside of a professional repair shop. This offer was declined by Ashley's. At a stale mate the only other option was to replace the couch in its entirety with another new piece, the customer service agent made me feel as if this was an option that was difficult to accomplish, and they would have to ask for management approval...... REALLY? I purchased a NEW COUCH! A customer service manager agrees to replace the couch with a new piece, but it will take around a week to have the couch delivered. My only ask was for delivery to be at the same time as original delivery as to not interrupt my work day for scheduling, the agent agreed to make the delivery happen around 7:00 PM. Customer service asked I clean the couches, this is a reasonable request. Great, everything has been resolved...... Or so I thought..... Unfortunately, the worst is yet to come. Day before delivery I clean the couches off with leather cleaner and microfiber cleaning cloths. I am notified that delivery that will be happening during a window which the majority is during my business hours, I'm frustrated but try my best to understand that this was necessary if I had requested and the delivery team was unable to accommodate. I am in the middle of a VERY important conversation with a crucial business partner, the exact reason the afterhours request was made, I get the notification delivery team is 30 minutes away from my home. I load up into my truck and rush to my house to meet them, all while still on my business call. The new couch is being prepared outside of my home for installation, I'm thinking "Great, this will be quick, and I can go back to the office". I open the door, all while still on my business call, and let the delivery personal into the house. I am standing in my living room, still on my call, patiently waiting for the delivery drivers to pick up the damaged couch and bring in the new couch when the driver walks up to me and interrupts my business call explaining he will not be able to accept the damaged couch as a return because there is dog hair on it, a few pieces of hair in between the back cushions and on the back of the couch! He is not respecting my call and my business partner can hear his conversation, I am forced to hang up on a partner who is a large portion of my annual income, NOT GOOD! I am told they are unable to accept the couch because dog hair is on the couch, my dog has never been on the couch and the hair is only from what he would have naturally shed into the environment. Ridiculous, while in a business suit I grab my vacuum and vacuum the couch to remove the small amount of hair that exists. The driver brings me his phone which has "Alex" from customer service on the line, Alex is great and reciting verbatim company policy as to not accept returns with dog hair. Congratulations Alex for understanding company policy more than reality but you are a HORRIBLE customer service agent who does not look for customer solutions. She refuses to allow her drivers to accept the couch or have them wait while the hair is removed. I am instructed to clean the couch to like new condition, send pictures to customer service and once satisfied they will schedule a new pick up/delivery. Well the likelihood of my dog's hair getting on the couch again during the week it takes for them to get to my house to exchange is HIGHLY likely, this is a very unreasonable request. read more

I purchased a new sofa, love seat, coffee table, bed, dresser, end table, mattress and box frame. It was several weeks later the furniture was delivered. When I purchased it the saleswoman, Ping told me not to worry if I wasn't happy I can return. Well I love everything except the couch and love seat are way too big for my living room. I called within the 30 days the website says you have to return and spoke with Ping. She was rude, told me if I had called within a day or so maybe but absolutely not now. I asked if she would at least ask a manager and she said no. I can put it on Craigslist. I asked to speak to a manager. She told me I can call back and speak to one. I am very upset because I spent a lot of money there and am now stuck with furniture that is entirely too big for my home. I will be reminded of it every time I sit in that room! read more

My husband and i thought it was just about time for new bedroom furniture. After looking all over town, the bed we liked best was at Ashley. I wouldn't say that the sales experience was bad. A little rushed and the pricing is really not much better than anywhere else, but the sales experience was not terrible. The delivery experience, however, was INSANE! We were told that we could have delivery on a Wednesday. The Friday prior, my husband received a phone call asking if the delivery date could be moved 4 days earlier to Saturday.We were thrilled. On Saturday, we realized that the warehouse had never called to give us the three hour delivery window that they promised. My husband called and was told that our furniture was not due to be delivered until Wednesday. When my husband explained that he had received a call from Ashley asking to arrange a different date, the customer service rep simply told him it was impossible to deliver the furniture that day. But after my husband asked to speak to a manager, an available delivery truck appeared out of thin air! We were told that our furniture would be delivered between 2pm and 10pm that night. We rearranged our entire schedule and waited up until 11 pm Saturday night. Guess what? NO FURNITURE! On Sunday, we visited the store in person and had the pleasure of speaking with Emily, the store's very surly office manager. She claimed to be completely unable to help on a Sunday and said she would call us Monday with the status of our furniture and a delivery time. By this time we really weren't surprised that she never called and we had to call her. Emily finally did get our furniture delivered to us and she said she'd refund our delivery fee. (I'm still waiting on the check in the mail, but I'll update this later.) So...end of story? NOPE! When the furniture was delivered, our mirror had a crack in the wood. The delivery driver tried to talk us into accepting the damaged mirror and then requesting a technician to fix it. Now why in the world would we accept something damaged? We paid for new, we expect new. So we refused th mirror. That following Thursday, we were given a time for delivery of the replacement mirror. The delivery window was 5-8 pm. At 9 pm on Thursday, the delivery driver called to say he'd be 30 minutes late. Umm,,, okay. He was already an hour late then. So we waited. At 11 pm we went to bed and of course, 5 minutes later the delivery people called to say they would be at our house in 30 more minutes. Of course, it was already after 11 pm on a work night. NO WAY!! We refused the dlivery and requested a refund for the mirror. So now we're waiting for two refund checks...one for delivery and one for the mirror refund. Guess we'll see. read more

Ashley Furniture is the WORST store I've ever bought furniture from! We purchased their Marsilona Dining Room Table and less than three months of use the planks started to separate, we called it in and they told us to put a glass top over the table. Kind of beats the whole purpose of butcher block table. Nine months in of use the MDF has started peeling, there's bubbles where it's began to swell. We called it in again and we've been playing this game of them contacting us, sending out a tech, letting us know how they can fix the table. Nothing has come of it and they refuse to do anything because we didn't purchase the extended warranty, that wouldn't cover it any ways. Honestly why do you need a warranty on a kitchen table? Shouldn't any table hold up to everyday use of eating meals, spills and doing homework? This table DOES NOT and Ashley won't do anything about it. Beware if you give their products a bad rating they will take it down. I've submitted bad ratings on the table multiple times, each and every time it has been taken down. Go somewhere else to purchase better and higher quality furniture for less. read more

The $1,000 mattress they sold me 6 months ago has completely fallen apart and customer service keeps putting me off. I wouldn't buy from this store again. read more

Awesome deals and great service! JR is awesome, friendly, & extremely informative! Would highly recommend him & this location. Coming back next week to buy more furniture for my new apartment! :) read more

Just wanted to let everyone know that this store rips people off. I paid cash for a two piece sectional on 5/14/20 . I was told that they didn't have it in stock and they had to back order the sectional. They promised me two separate delivery dates. They delivered one piece and promised to deliver the second two weeks later. They sent me several text messages promising the deliver of my second piece which they never delivered. No show no call. I am disabled and live on a fixed income and these people stole my money. They have ignored my calls and consistently given me the run a round. These people are crooks. read more

I only gave them ONE star because Yelp made me! There is no such option for a negative star that they rightfully deserve! You can't talk to the sales team that helped you once you make a purchase, this is their game to wear you out. The absolute WORST customer service team I have ever experienced! EVER! I am writing this review while I am sitting on hold once again (this is the 6th time I have experienced this hold). They have absolutely no problem selling you the furniture, that part isn't too terrible. The terrible experiences begin once they have your money, that's when they don't care anymore. If you read their reviews you will find I am not the only person who feels this way! The delivery time was no where close to what they said it would be, they are suppose to have GPS and you can track your delivery time, that is an out right lie. They arrived 4 hours after the 4 four hour window was up and even then they did not bring everything. I had removed my bedroom furniture to make it easy for them, a neighbor wanted it so I thought, hey why not. Well I shouldn't have given it away expecting them to provide me a place to sleep over the weekend. They showed up missing the slats for the bed so they couldn't put it together and I got to sleep on the sofa all weekend. After many calls to their horrid customer service reps they promised to bring the slats out the following Monday so I could get some rest. They did show up Monday, minus the slats of course so once again I am calling people who just don't care! I tried to cancel the order after all this but they want to give me a store credit, I refuse to buy anything from this company EVER gain! I have cancelled the remaining furniture that was suppose to be delivered and I will just donate this bed to Goodwill in hopes they have some extra slats laying around. Buyer Beware! Take your business to someone who cares, I am going to Rooms To Go myself! UPDATE: I just hung up with the customer (we don't care) team, they said I would be unable to cancel the furniture that we have not even received yet. I am honestly going to go file a case in small claims court against them the 1st thing tomorrow morning. I will not allow them to push customers around the way they are doing. This is ridiculous! read more

Horrible, horrible, horrible, horrible. Bought a leather couch that we never received. This place is crawling with employees who have no idea what's going on and take zero accountability. Empty promises. Just wanted my f@&$ing couch. Had to end up canceling the transaction because they LITERALLY could not figure out how to get the couch to my house. I will never even look in their direction next time I need furniture. Ugh! read more

Shopping Ashley Homestore in South Park Meadows was an outstanding experience! Salesman Brian Garza provided excellent service helping us finalize the details and schedule delivery. We've had difficulties with deliveries from other furniture stores in the past, but Ashley Homestore was stress-free. When two chairs arrived damaged, the delivery crew took them back without hassle, and Alley promptly scheduled replacement delivery. We'll be going back to Brian Garza and Ashley Homestore for our future furniture purchases. read more

I was very happy with my sales rep at the store and very happy with my purchase. Even when the appointment for the delivery was a month after. We received a text that a message or a call was going to be receive to confirm the time frame. That never happen. We decided to call to verify and was told that because we didn't answer they moved our appt. They never left even a voicemail and the lady hang up the phone when we requested her name. We make plans to stay home the day we had the appointment and now we don't have a response. I'm about to cancel my $4,000 purchase. read more

NEVER buy from these clowns. I have no idea how they stay in business with the abject failure of service they "provided". To summarize: I bought an entire bedroom set from them. One of the night stands was broken in a very bad way. Calling in and after MUCH tooth pulling, they agreed to ship a replacement to the local store for me to pickup. On that day I borrowed a truck and was set. NOPE! It didn't make the truck and so it would have to wait another 2 weeks. I wasn't having that so they finally agreed to ship it to my house the next week. Ok. I get off work early and wait. And wait. And wait. 4 minutes before their cutoff time I get a call that the delivery driver lost his keys. Great! And of course I'm told to expect it the next day. So once again I get off work early and wait. This time, 9pm rolls around and nothing. Not even a call. So I'm sitting here, wishing so hard that I never stepped foot in that place. I don't know what the resolution will be. All I know is that I will NEVER buy from this place again and highly encourage you to avoid it like the plague. read more

Initial delivery date was 4 weeks and now it's 3 months out. So frustrated that I was listed as will call customer! Not willing to help.

Well it's a long story but it starts out with buying a recliner sofa at Ashley Furniture in February. I had the sofa delivered the first week in March. Checked out the sofa and it looked great, signed the delivery paper and as they left my son found that the recliner would not close back up. I called the driver as he was just a block down the street, and he said he could not come back and to call customer service. I called customer service and a week later they sent out a repairman. He found the frame was bent. After pounding on it with a hammer he decided a new part was needed. The part was delivered 10 days later and another repairman was sent out. After the install of the new part I checked the reclining mechanism and it wouldn't work. A rivet had broken. I was getting a little upset at this point so I called the store and it was agreed that we would do a swap out. I took a friend to the store with me and when I picked out a new coach they said that was the one I already had. My friend said that the color in the show room was a little off and it didn't have that peach fuzz feel to it. Since I'm color blind I got another friend to compare the two and she agreed that it wasn't the same sofa. I sent pictures to the store manager and he agreed they looked different and I could get a full refund. When the delivery truck came they started inspecting the sofa, they found a small tear on the back of the sofa where the work had been done. A that point they refused to pick it up. I talked to customer service and they said my cat probably made the cut. I explained that my cat was declawed. They said they still couldn't take it back. Ok time to talk to the manager. After several calls I finally talked to a manager and she said that unless it was in showroom condition they couldn't take it back. I explained that the tear probably occurred when the repairman worked on it. She asked me if I had proof they damaged the sofa and since I didn't see it happen then there would be no return. Today (4/22) I am having them reorder the broken part. Well if you decide to buy from them take your time and inspect every little piece of fabric, if repair work is done watch them closely, if returning an item have only one person look at the furniture and watch over their shoulder. I should have checked the internet before buying. It would have saved me time and money. read more