The selection here is unbeatable. I did, however, feel more pressured than I'd like when considering such a large purchase. That's just my personal preference, so I still have a good rating. We did not end up purchasing from here. read more

Terrible customer service. I will never buy another piece of furniture from them. The delivery of the furniture was a nightmare and when it was delivered there were pieces missing. I gave them 1 star because "0" was not an option read more

very very disappointed . i called to complaint waited 6 weeks to get the bedroom set then we picked it up in a box individual. when we opened the box the furniture was completely broken all the bedroom set after waiting weeks for it to bad i cant post pictures. I just couldn't believe it. It was trash literally trash. now i have to wait for another set, i needed it asap due to my mom being really sick now she has to wait because of their stupidity to move in with us and my husband had to fix the headboard so my mom can at least have a bed to sleep on. Terrible never again i will buy furniture there. Poor Poor furniture. they don't deserve a star not even half a dam star. read more

My wife and I bought a Living Room set at Ashley. The Sales staff were very helpful, but everything went downhill after the sale. They initially tried to deliver the wrong color furniture, after a 12 week wait. They finally delivered the correct items, but one of the feet fell off in less than a week. After calling for assistance, unsuccessfully, multiple times we finally went to the store and spoke to Cynthia. She was rude, unprofessional, condescending, and kept deflecting our requests for help with off topic excuses. The furniture repair was completed, 2 or 3 weeks later, by a contracted repair person. The repair is holding up, he appeared knowledgeable and did a good job. I would be very reluctant to purchase from Ashley again. read more

The furniture looks good, but is poorly made. My year old recliner fabric is already tearing at the armrests. My farm style country bed has broken twice, screws just come out...bad quality of this entire purchase...it's sad because it wasn't cheap!! read more

TLDR: I don't think Ashley Furniture is a bad company. I think we just got unlucky with a bad apple. My only recommendation to potential shoppers at the El Paso location is to be very diligent in the purchase process, to be sure that you don't end up with a hectic situation like we had. ... I typically don't like to write bad reviews, but I feel very compelled after my experience at the El Paso store. The sales person who my girlfriend and I dealt with was very unprofessional. First off, he was very inappropriate with us. I won't add detail, because if I was his manager reading the detail I wouldn't think twice to fire him. Besides the point, the bigger issue was that he set very inaccurate expectations about the process for us to change our delivery address. For context, we are in the process of moving to a new city. We placed an initial order two months before our move. Once we found a place to live (6 weeks before our move), the simplicity that he promised to update the address and still get furniture on time was not the case. Long story short, what ended up happening was that our furniture was not expected to deliver until a month after we will move! When we had this escalated to a manager, the sales person lied in front of us about the inaccurate expectations he set. On top of that, the manager did nothing to help resolve the issue. All we asked was for a promise that they would try to make something work for us, so that we don't have to live a month without furniture. They were unwilling to even say they'd go ahead and try. At the end of the day, we placed a new order from another Ashley store in the city where we're moving. They're getting our furniture expedited so that it's in our new home on time. Customer care was also great to help us cancel our previous order. read more

A furniture store in where the sales person, the one who should know her product, sells you an item as 100% leather. And guess what? It's 50%! Not even a year later, and it's ripping on the seams. Mind you, the warranty is covering the damage - cushions only. Then there's that waste of money "platinum warranty" that supposedly covers many issues, dog stains included, but won't cover a small puncture on the back. Why? Because I don't know how it happened. I mean, seriously, I can have my kid rip the material with a scissor so that they have a reason. These people market themselves as quality furniture... quality furniture my ass. Crap furniture for pottery barn prices, that's what you get. read more

My family and I had a great experience at this Ashley home furniture store. We had a gentleman named Victor that helped us with all of our home needs. He did a great job and didn't try to sell us anything we didn't need. Our furniture came in quicker than we expected. We will definitely shop here again! read more

This is the worst place to purchase. The store it self has a nice display but it has the worst customer service I have ever witness. Sales men act like it is a boys club and don't care about service after they get commission. Our recent sales person asked us to purchase the warranty so he can get paid more, and tried to sell it by saying we can cancel warranty on day of delivery. Completely unethical behavior, no follow up, act like you are an inconvenience when you try to go in person for an update after being ignored for months. You see the pathetic sales people active when specials occur but you get complete complacency with all sales people on their phone doing absolutely nothing any other time of the year that doesn't include holiday specials. Do not buy here, COVID is not a reason for horrible customer service. It doesn't take but a few minutes to give an update. The sales person admitted to not calling because he was embarrassed. The wrong person is hiring the wrong people. Do not bother with this place, don't believe anything they tell you, and don't ever buy warranty. Spend 15 minutes at managers desk and watch wave of people coming in to complain in person after being ignored for months, then make a good decision and walk out. read more

Buyer beware! If you use their financing and assume that your monthly payment will be appropriate to pay the debt within the promotional terms, you will screwed with all of the deferred interest. I bought two couches 9 months ago at ~$2,200 and received the promotional 24-months no interest through their chosen financing company Synchrony Bank. I confirmed with the sales rep that I would be paying it off and would not incur interest. For the past few months I have seen my monthly payment going down from the original amount, so I investigated and found that my monthly payment was based on my remaining balance, not the amount of time left on the promotion, and that I have deferred interest in the amount ~$480. I called Synchrony, thinking this was a mistake, and the representative reported that it was not a mistake. The monthly payment is calculated based on the remaining balance and it was up to me to figure out what my amount needed to be in order to pay it off by the end of the promotion. They then quoted the exact amount that I would have needed to pay for the last 9 months and the remaining time in order to pay it off before the promotional period. I asked why they chose to operate in a way that leaves their customers in the dark, and they said that it was up to the merchant to inform the customer. If I had not paid close attention to my terms then I would have been charged an additional ~$1,300 at the end of the promotional period on top of what I hadn't paid off. I know what most of you are thinking, "maybe you should read your terms and understand your loan/debt." And that is true. But the fact that Ashley employees are merely interested in getting the your money, and most importantly their commission, and don't care that they have set you up to loose more than $1,000--that's terrible. The sales rep even had the audacity to quote my available credit (which was ~$5,000 more than what I needed for the couches) and then say, "so what else are you going to buy?" Will not be shopping here again, and I recommend that you don't either. Couches are nice and have warranty, delivery was free. read more

If I can give them negative stars I would. I went in with my brother who in late October purchased a mattress set that cost around $8k. I was shocked at the price but the sales person ensured it was worth it and to try it out because it has warranty that if you don't like you can return it to get something else. I asked the direct question rather you can get something cheaper and he confirmed you could as long you do so before ninety days. My brother decided why not if it allows him to get more sleep why try it if I can bring it back.So you guessed it when my brother a disabled with a sleeping disorder did opt to return the bed he has been given the run around and basically has a $8k bed that he's stuck with. I'm not saying they lie there but there are some deceptive sales practices. I GIVE THEM NEGATIVE 5 STARS. I will never shop at a Ashley Furniture Store. Tntj@hotmail.com read more

If you plan on shopping at this store, be ready for a shark car dealership salesman type of experience. Don't tell them you are looking for anything specific. Just look yourself, take pictures of what you like and the item numbers and do a search online to find the best deal possible. I have never ever left a store with such a horrible feeling after their sales pitches as I did at this store. They will try to trap you into sales presentations that feel very similar to a timeshare sales pitch and if you have ever gone through that then you know exactly what I'm talking about. Buying furniture shouldn't be an experience like bringing numbers back and forth like a car dealership. Never never never again will I even acknowledge their salespeople. Just get your pictures and leave. read more

Super friendly when I walked in. Spoke with Robert and showed me where I could find pieces I was hoping to find. I actually found a killer deal on a floor model that I was able to take home that day. The entire process was easy and each team member made my transaction and experience great. I have never had such an easy time purchasing furniture without a ton of paperwork! read more

Recently I received a dining room table from this store that was purchased with a warranty, December of 2021. Within a week of delivery the legs of one of the chairs broke off due to wood rot within the leg. Called about a repair/replacement whatever they felt the need to do and they said a new leg would be sent to me. July 2022, received the leg of the chair. Customer service had no explanation as to why it took so long, my guess is they want to run out the warranty. During the waiting time another chair is broken from the leg all the way up the back. More wood rot. Obviously they use poor quality materials to make, what else, poor quality products. I'm guessing this is why the return policy and warranty policies are limited to them keeping your money because if they had to give refunds they'd be out of business right now. I've heard similar stories from relatives of them selling and delivering damaged products and then making you responsible for the repairs. Meaning you have to go through the months of waiting to get a response from them only to realize you've been ripped off by their company policy. Do yourself a favor and shop elsewhere if you want halfway decent furniture, nobody makes good furniture anymore. Even Walmart is catching up with the big furniture stores in terms of quality. Not that it's good, but others are lowering their standards. read more

Customer service was only amazing when I was in the process of making a purchase. After purchase was made, no follow up calls were provided to notify you when the order was ready for delivery. The only reason I found out one of my orders was ready for delivery was, because I noticed I was being charged for the items on my account. I am still missing an item to be delivered from a purchase made back on November 2021. Calling the store to get an update has been extremely difficult. I've had to go twice in person to get an update, because I am not able to get through to anybody. When someone finally answers, I get a different response and my delivery date is pushed back. No discount has been offered or reasonable explanation for prolonging my delivery that was made back in November. At this point I am not interested in knowing why it was pushed back, I just want results and for my item from November to be delivered as soon as possible. read more

Buying from Ashley has been a nightmare. I had purchased around 10,000 dollars of furniture with the initial wait time of 6 to 8 weeks. I said ok, that's not great but understandable. Since then (feb) we had multiple partial deliveries. Wrong items, or not complete sets. It had even got to the point were I had asked to just give me a complete set that they had in stock rather then the item I had ordered. We are in July now and we are still missing one item. The automated call center had notified that my item is scheduled for pick-up on Monday the 4th. Ok I was angry due we scheduled delivery. But we just wanted our item. Well we head down there and they don't do pick-up on Monday. They gave the excuse that they don't have the key for the warehouse. Just a oh well attitude if you ask me. I know I have already made my purchase and I have to live with that. But new customers be warned. I understand that things happen and you can't control everything. But management should be on top of things and at least reach out to customers as a curtesy. Not here though. This store has ruined my first home buying experience. Never again. read more

Terrible CUSTOMER SERVICE!!!No one answers the phone no matter whether you are calling customer care, sales, or delivery and pick up! All of the mailboxes are so full you can't even leave another message even though the website indicates they are open. Additionally, the website has the vast majority of merchandise totally unavailable. What is going on? Are they going out of business or just don't care!?!? read more

Can't supply your own brand in less than 2 weeks or supposedly longer? Found stores that supply Ashley that have some items on hand for immediate delivery AND lower prices. Find what you want here and then shop around read more

Customer service was great in store, you'll walk out feeling like you got the best deal of your life and excited for new furniture. But then it's 3 months later and you still don't have furniture (even though it was guaranteed within 4-6 weeks). The sales rep assured us that delivery only ever takes 2-3 weeks, HAH. Can't comment on the actual furniture SINCE I DONT HAVE IT or the financing. Literally bought an entire house worth of furniture and sleeping on this Walmart futon in my brand new house is getting kind of old. Moral of the story, if you need furniture, I'd purchase it 6 months out to when you expect to have your house set up. Never going this route again. read more

If I could give this store a negative rating I would. Please be aware before purchasing. I went into the store on 9/25/2021 and as of today 2/25/2022 I am still waiting on delivery of my bed and bookcase. I made a fairly large purchase. I had to call and tell them my mattress was on the floor because I didn't have my bed. They sent me a metal frame. The metal Frame is not compatible with my mattress. Every month it's been the same thing, they provide you with an estimated delivery date and then when that time comes nothing. So when I call back I find out the date has been pushed out even further. The salesmen are not transparent on the items on backorder and how long its truly going to take to get delivered, because they really don't know. If I would have known that I would have paid for something and not had it my possession after 5 months I would not have bought it. When you call into the local number, they really can't help you. They have no control over the manufacturer and delivery dates. I wish I would have never bought from here. Their lack of concern and empathy is a reflection of the company as a whole. No one can help. Nothing anyone can do. You are just stuck with having paid for something you don't have. I believe this to be unethical of them to be able to sell a product, take your money and then not deliver. I should be compensated for this. This is not okay to do to people. read more

Wasn't sure what to expect when I came here. Ended up being an all day event. Walked out with more than what I walked in with.. Go ahead and see Louie if you plan on going in. After helping me for several hours we walked out happy wth our deal.Even after we found a better deal, Louie made it happen so that Ashley was able to beat the price. Definitely worth the visit. Customer service was great. Not sure about quality of furniture yet because it's still on it's way. read more

I went to this Ashley Furniture in October 2021 because I had some credit I could use. I purchased a TempurPedic mattress and was told the credit could not be used for the mattress but could use towards a bedframe. With the discount and what I thought was my credit, I purchased the bedframe. I received the bedframe in February 2022 and it was the wrong size. After several attempts through the phone as well as in person, I was finally told by the clerk upfront that the bedframe had been discontinued. She said I could purchase another bedframe but at this point, I asked for my money back. I then found out that my credits (I had two of them) were used towards the delivery (of the wrong-sized bedframe) as well as the mattress cover which the salesman had told me came with the mattress. I was refunded some monies (in small amounts) to my bank but have yet to receive some of my out-of-pocket money I paid towards the bedframe. When I told the manager I would never return to this store, he said, "That's too bad"... If I could give this store a less than one star, I would. read more

Has a horrible experience. Sales attack like a pack of wolves we had to ask 3times to let us look around. Not very helpful when asked question either. And the RAC people also try and talk to you. Not very pleasant at all. read more

Wow, be careful when you shop there, they tell you one thing, then it changes. The manager, doesn't seem to care at all if you are a customer, very rude. Then you wait 35 minutes to pay and things are stamped. AS IS. And it wasn't on sale. read more

Be advised, do not buy any of their leather products and also research their reputation on their furniture warranty!!! Recently, my claim was denied for three pieces of my sectional sofa that I purchased on October 2015. I've only owned the sectional for about 2 years and 3 months, and its in the beginning phase of it peeling in three different areas. Apparently, this is a very big issue with their leather products and the warranty is horrible, due to the fact that is does not cover any discoloration or peeling from leather sofas and sectionals. Don't take my word for it, It's all over you tube and everywhere on line. At the time we purchased it, we made a conscious decision to purchase the most expensive one they carried for quality purposes and today, how I regret that decision. A few years back, we had also purchased a different model leather sectional from Ashley's and they too peeled. At that time, I had blamed the peeling on the fact that we had to store them for a week and I thought the heat had been the reason. Well, after my current experience with this sectional and after researching it online, I realize that even back then, the heat wasn't to blame. It was the quality of the leather all along. We never filed a claim for the first sectional we purchased because I really thought the heat was to blame. I had posted a shorter version of this review on their Facebook page and I had two representatives reply that they would help me in this matter, I have yet to hear from anyone. I also went to the store to speak with the manager, and he just provided me with their online customer service link. I just don't want any one else to be ripped off. The worst part of it all, is that we still owe about $800 on them and I now have to buy new ones. Again, you don't have to take my word for it, it's all over the web and you tube! How I wish I would have read the reviews about the leather peeling and furniture warranty being more of a scam before I made the purchase. read more

Awesome experience working with Chris Sierra, he was very knowledgeable about all the different types of pruducts. He made sure to point out furniture that was within our price range. I would definitely recommend Ashley HomeStore and Chris Sierra! read more

Great customer support!!! Thanks for the help! I had broken the recliner handle and they gave me a new one free. They were very polite.

The only pleasantry in this store is the furniture itself, everything else is a complete nightmare. The customer service is atrocious and laughable. They fail to communicate accurate and important information then when they're confronted with inquires they try to wash their hands by directing to you with customer service that is not even affiliated with them. Their distributor is even worse. The so called customer service is disastrous and they will also try to wash their hands and point you back to Ashley's. Both parties involved clearly have no accountability. Both entities have displayed nothing but fecklessness and petulance. You're better off getting furniture from the side of the road at least it'll be in your home that day. An order I placed was in March and I was informed it would be delivered in May, all of the furniture has yet to arrive. Overall this is by far the worst place to get your furniture. read more

We understand with the COVID-19 Pandemic merchandise can sometimes run low so delivery will be late; however, COVID-19 is no excuse for BAD CUSTOMER SERVICE. Starting from the sales person (just wanted to make a commission) to the store managers who could care less about keeping their customers happy and satisfied. Store and warehouse employees were on totally different pages. Ordered dining room set in January, paid cash and was supposed to arrive on February 13 (Saturday). No-one called to confirm delivery time so my husband spoke to warehouse people and they told him merchandise would arrive until March 5 (Friday). We had been assured merchandise would be delivered on a Saturday. Husband spoke to male manager and asked for a refund, manager said it would take 14 days to get refund check from store but assured husband dining room set/merchandise would get here March 5. Husband confirmed March 5 delivery with manager and was assured it would get here on time. February 27, husband called warehouse to confirm merchandise delivery for March 5. Warehouse stated they didn't have any delivery orders for our furniture. Went in person on February 27 to cancel and get refund. Spoke to female manager who was very rude when she found out we were canceling the delivery order. Initially said refund check would take 14-30 days. When husband told her that's not what the male manager had said and we threatened with lawyer to get our money back faster, female manager changed her response to 14-21 days. She was extremely rude and unprofessional since the beginning. When I told her about her bad customer service skills she stated I was being rude to her so she was being rude to me. Of course I was upset with the run around and wanted our money back (over $1300). We paid cash so we wanted a faster refund check. She pointed out where on the invoice it stated cash refund policy. At the time of buying the merchandise, no one had mentioned the cash refund policy otherwise we would have paid with credit card or not purchase the merchandise at all. The female manager didn't even try to deescalate the situation and in fact she only made it worst. It was our first time there and it will definitely be our last. I feel sorry for the owners of the El Paso Ashley Home store on Airways. Store managers are supposed to make sure they give good customer service especially when customers are upset; however, this particular female manager was one of the worst managers we have ever met. She made matters worse and could care less about what was happening. We should of checked out the reviews before going there. Wish we had since they all sound pretty much like our terrible experience with them. read more

Efren Herrera is awesome!!! He really helped us furnish our apartment and gave us a great deal. He was so helpful with the decorating/making everything works well. Highly recommended! read more

Efren Herrera is the person to ask! He was so helpful and patient! He listened to everything we were looking for and made great recommendations! read more

I have been an Ashley Furniture customer for 10 or 15 years, but I am done with them. My wife and I bought a top of the line recliner sofa and loveseat set and they are terrible. The quality of this furniture is very poor. They already replaced the complete lower mechanism on one and now they have to take the whole loveseat to fix the frame because their low quality wood fell apart and the back will no longer sit up straight because there is nothing left to screw the bracket into. The manager I talked to told me "they will replace it in their local workshop and it will be stronger than when we got." Obvious B. S. Meanwhile my daughter, who is visiting and our guests will have to sit in the dining room or on the floor. So, please save yourself the heartache and buy quality furniture somewhere else. I will be calling them during the next five years of our warranty because I would be ashamed to give this cheap furniture to someone else because the quality is so bad! I only gave them two stars because the repair guys seem to care. read more

I am in utter shock after getting off of the phone with Maricella today. I purchased a black leather couch and loveseat from Ashley, totalling over $2,000, plus a very pricey protection plan. When I received the couches a few days ago, there were large dents in the back of both the couch and the loveseat. Furthermore, all of the cushions were extremely lumpy and hard. You could visualize large lumps when you just looked at the sofa, and it was very uncomfortable to sit on. These pieces were nothing like the ones in the store, or else I would have never purchased them. I called customer service and spoke to Maricella, who claims to be a manager. She told me, "Well, I can't guarantee that you'll get a better product if we replace them. It may be worse. If it is lumpy, it is lumpy, and that is how it is made." Never once an apology. She basically told me to take it or leave it, and was of absolute no assistance whatsoever. I could not believe that I was getting this type of customer service. Needless to say, I will not accept this product from a company like that, and I demanded a full refund. Furthermore, I will never order from Ashley again. I am never one to write reviews, but this was utterly ridiculous to me, and I caution anyone who buys from Ashley in the future. This company has absolutely no customer service. read more

Horrible customer service and the acceptance now representative Veronica was the worst. She didn't explain anything correctly and had an attitude when I asked for a refund stay far away from her and that store. There are other place that have acceptance now that can actually put your money towards your merchandise instead of keeping it in their own pockets. I also went and filed a complaint to the better business bureau and the corporate office to let them know what happen. Please be aware and stay away. read more

The people in this store are flat out dishonest. They will straight up lie to you about how long delivery will take just to make their commission. Then when they finally give you an estimated time (almost 2 months after giving them thousands of dollars, and waaaaay past what they tell you at the time of purchase) so you make sure you aren't working (because the customer should accommodate the business's schedule who is making money off of them) they won't deliver, but don't worry because when you call for information they will be completely unapologetic, unhelpful and will act like "we already have your money, please go away, because we are busy lying to people to manipulate ourselves more commission" Shop elsewhere, honesty, respect, and timeliness are not virtues of this place. read more

Bad customer service and overall bad experience. All sale's staff will try and oversell every item and state they have better promotions only available on those "expensive items". Do not waste your time or hard earned money here. Got the same furniture i was looking for, for a fraction of the price at Furniture City. read more

Horrible customer service! I bought a dresser yesterday on clearance and was told that I would have to pick it up myself. Since we do not have a car to fit the dresser into, we had to ask a friend to help us out. My husband is in the military so he was only able to go in the afternoon with his friend's truck. The store refused to let him take the dresser and told him he would have to go back the next day. He spoke to the store assistant manager and instead of helping, he was just as rude as the rest of the staff. Never buying from Ashley's again. They do not care about their customers! So I encourage everyone, especially those in the military to take their business somewhere else. National Furniture Liquidators has better customer service. I did not purchase there this time because they did not have the kids dresser that I was looking for, for my baby's nursery. Ashley's has officially lost my business and I will make sure to never recommend this place to anyone! read more

DO NOT PURCHASE any furniture from Ashley. The WORST experience ever. the WORST costomer care. This is the first time that I ever write review for any product I purchased. If I can give -5, I would love to. First of all, I waited almost 3 months to get my dining table set to be delivered to my house which gave me impression of this place with very bad customer service. The glass top just exploded. I never even heard nor seen anything like this so I researched and found many articles about similar incidents. I was really shocked that glass could explode and shattered in small pieces like that. I have a little girl always play near the table. Thank god that she was not near the table. I mean, "What would happen to anyone who happens to be near the table when this incident happened. I called the Ashley El Paso location and corporate office about this horrifying experience. Their responses were rude and simple as, "We can't do anythIng about it since you did not purchase warranty" This is a serious safety matter and they should have warned their customers that something like this might happen. The customer care rep said that she never even heard of such a thing can happen. Ashley furniture store should recall this dining table. Really horrifying experience ever... read more

DO NOT come shop at this store if you want to be treated good. They have AWFUL CUSTOMER SERVICE. Extremely rude and disrespectful management. We bought a sofa from here that was said to be of very good quality and it was not true at all. The leather flaked off and when we wanted to rerurn it,they treated us horribly through the process. I would NEVER recommend Ashley Furniture to anyone. Spend your hard earned money some where else where they have the knowledge about customer service and respect for their customers. I can't say enough about how BAD OUR EXPERIENCE HAS BEEN HERE. Shame on Marisela and Richard who are supposed to be upper management representing Ashley Furniture. They are not satisfying their customers nor are they even really trying to. Marisela told us take it or leave it and Richard told us to rent a u haul for $19 since we didn't originally have it delivered. Well if we had a good quality sofa to begin with, we would not have to be returning it and going through this with these rude managers. read more

I have shopped at Ashley before and never had an issue, but the El Paso location is a different story. The salesperson Arturo was very nice, gave us space to shop around, and helpful when we needed him. However, Jennifer at the front desk changed the promotional purchase date on the account. I had to contact the bank and then go to Ashley to prove that my contract was for 24 months(which they should have a copy in their file) not what they had given the bank. I went showed them the paperwork and since the manager was on break that they would call me back the next day, which they did not call me back. I had to call them to check up on the status of the paperwork. They told me it would take 2-5 business days, which I was okay with because it understandable. It's 2 weeks now and it has not shown on the account so I called the bank and they said that they haven't received anything applying to my account. I called Ashley was told that " I'll have my manager look into it and call you back." If you want to get ripped off and pay more for something you did not agree to go shop here. read more