COMPLAINT ACTIVITY REPORT Case # 57174431 Better Business Bureau, Inc. Consumer Info:Business Info: Ashley Furniture HomeStore 4865 Auto Plaza Ct Fairfield, CA 94534-1637 707 256-8360 707 864-3537 Location Involved: (Same as above) Consumer's Original Complaint : Purchase Date: 05/29/2010 Purchase via Credit Card, Fully paid Delivery Date Requested: 7/12/2010 Customer ID: Sales No: Product Purchased: Item ID: Pkg81804-2pc, 8180416, 8180467 (Jamison 2 pc Sectional,corchaise/saddle); Item Id: pkgd202-113 (Conrad 3 pc set, table, 2 barstools); Item Id: Pkgmabbey - fl, SB 0602-4600, SM Abbey 460 ( Pleasant Abbey Full Size Mattress and Box) Manager: Mir Spoke to Manager on 7/12/2010 (Monday) after being told by the store operator that the 7/12/2010 delivery date was a request date to inform the warehouse to notify the customer to set up the delivery date, was informed that she is not customer service and was asked to call their customer service number (866-512-7453) from Tuesday to Saturday. I insisted to speak to the manager and was placed on hold for more than 15 minutes. Manager informed us that the sectional sofa and table/bar stool can be delivered on 7/15/2009 because they have it in the store. The Full size mattress was never ordered by the salesperson (Nilda?) during the time of purchase. Was ordered by the Manager on 7/12/2010. 7/19/2010 (Monday),follow up call made to the store at 707-864-3537 and again was rudely advised to call the customer service from Tuesday to Saturday. I firmly insisted to speak to the manager and after being placed on hold for ten minutes was told by Store manager Mir that the products arrived in the warehouse but they are still sorting things out which box ssprings/ware house will go to which stores, was told they have 4 stores in the bay area. Was given reaasurance that as soon as they know they will give us a call, the manager was informed that I will file a complaint with the better business bureau and consumer affairs. 7/20/2010 (Tuesday), 10 AM. Called the Customer Service Distribution Center and spoke to Angela. Informed her about the situation and was placed on hold so she can call the manufacturer. Was told that she will call us back as soon as she hear from the manufacturer. 530 PM Angela called back and informed us that the product will be arriving in their warehouse on 7/29/2010 and will give us a call the schedule for the delivery. Unacceptable business practices. Very irate customer and will never do business with Ashley furniture again. Consumer's Desired Resolution: Delivery of the product as soon as possible, a written apology from the Company. BBB Processing 07/26/2010 web BBB Complaint Received by BBB 07/26/2010 CM BBB Complaint Validated by BBB Operator 07/26/2010 Otto EMAIL Send acknowledgement to Consumer 07/26/2010 Otto EMAIL Inform Business of the Complaint 07/29/2010 CM BBB RECEIVE BUSINESS RESPONSE : Customer purchased on 5/29/10 and was given "estimated lead time to warehouse is 7/12/10"... there was a misunderstanding and he stated that he wanted his furniture to be delivered to his home on 7/12/10. We were able to deliver his merchandise on 7/15/10 and he was unhappy because he was told by sales person that we would deliver it on 7/12 (monday). Unfortunately that is the one day of the week that we do not do any deliveries. Thank you, Vy 07/29/2010 Otto EMAIL Forward Business Response to Consumer 07/30/2010 WEB BBB RECEIVED CONSUMER REBUTTAL - SEND TO BUSINESS : (The consumer indicated he/she DID NOT accept the response from the business.) The mis understanding is that the sales person mistakenly place the requested date of delivery as an estimated date of delivery. The product was pain in full on 5/29/2010 Well advance on the requested date of delivery. The sales person should have adjusted the notification to the warehouse 2-3 weeks before the requested date. Because the customer Service Vy was eager not to resolve the problem and doesn't see the issue of poor customer service and unrelieable delvery date promise. He missed the fact that the full size mattress that was paid in full on the same date was never ordred and we are still waiting for it to be delivered. Vy is focused and doesnt admit the mistake done by his own company..the sale person but palce the blame on the customer...when you purchase and asked for a product to be delivered, you do not ask "when do you want the warehouse to be notified" but "when do you want it to be delivered." ...Notification of the warehouse is done in the background to meet the requested date...poor service, poor response..more of instigating the customer rather than resolving it. read more

Went in to buy a coffee table that was $300 with tax. For all their furniture you cannot pick it up at store. Would have to go to Oakland and pick up myself to avoid the $100 delivery charge (yes a third of the price of the item). That will be our last visit to any Ashley Furniture store. No such issues at other places where we have recently bought furniture. read more

I will NEVER go back here again. I don't recall anyone ever asking me if I needed help, on 2 separate occasions. I ordered my couch with an expected delivery date of about 2 weeks out from purchase, that was a little long for me, but I figured I could stick it out a couple weeks. Those two weeks flew by and I didn't hear a thing, so I called, the girl that answered the phone was polite but she was pretty much no help at all, she told me to call a different phone number, asked ME who helped me, ummmmm I was kind of figuring that she would know that being that she works there and should have some sort of paperwork, another week went by and I found myself calling AGAIN to find out what was going on with my couch! I was given 2 different delivery dates,I spoke to a manager said I was getting different info every time I called and that I wanted to cancel my order, they said that was fine and to again call a DIFFERENT number. would not recommend this place to anyone that wants what they ordered on time read more

Been here two times already(one was in 2012 and the next was yesterday) and I always get annoyed by those girls at the cashier area just texting on their phone when it's obvious that there are customers waiting. We bought a painting and the guy on the floor helping us was really nice, but the girl at the cashier area was not. We asked her if they could wrap the painting so it wouldn't get destroyed. She said they will use newspaper. I don't know about you but every time I touch a newspaper, the ink always gets on my hands. So I told her not to use newspaper afraid that it'll ruin the painting. She said that's the only thing they have. So then I asked her if they could just use a large garbage bag and she said they don't have garbage bags. Where do they throw their trash?! This girl was just being lazy. When we left she didn't even say,"Have a nice day" or "Thank you." Management seriously needs to fix this. I won't be surprised if this place goes out of business because of their employees and rude attitude. read more

Well this will be another case that will need assistance from BBB. Perhaps if there are enough claims file other customers will get the message of what a crappy business this is. We thought Ashley was a corporation but each store is independently owned and manage. Thank goodness I can finally see my sons law school education at work. I bought a sectional and made the mistake of picking it up just to get it on time for my party. When I picked it up it was not in boxes as you would expect a new set , I did question this and was told this is the way they delivered them. Luckily for me I took plenty of pictures . When I got home and unwrapped the pieces I found damage pieces that had been cover up with putty and brown color. I also have time and date stamp pictures from the same day I picked them up, that will be helpful for our case. I have the phone records of my call to the store to verify that I called within the required 72 hours to report the damage. The store asked for an opportunity to resolve it. They will deliver a new set in the box by march 31st. This never happen. When I went to the store to cancel the order ,they tell me I can not cancel the order until I return the furniture to the warehouse. When I tried to return the furniture to the warehouse , the warehouse plays another game that they will not accept it without a cancelation from the store. I don't have time to play this game. This is why BBB exist. I will let my Credit card company dispute the charges , after all they can start charging until I take possession of all pieces while we file with BBB. Stay away from this store , they don't have integrity. read more

This is a copy of a letter i wrote to Ashley Furniture: My wife and I purchased a bedroom set and a recliner at your store in Fairfield, CA. We received a fair price and the sales associate (I think his name was Ruben) was extremely helpful. We arranged to have our furniture delivered on 7/03/12. We were told that we would be receiving a call from the delivery company the day before to confirm the time of delivery. The call never came. The day of delivery, they called me early in the morning and gave me a time that they would get there. It was a big inconvenience, because I was not able to make arrangements to be there. Instead, my wife had to stay awake and deal with them. Please keep in mind that my wife had just come off the night shift as a Nurse in a hospital in Sacramento. She was tired and had to stay up to deal with this. So they arrived and just acted like they were on a tight schedule. They hurried in without greeting my wife properly. They bluntly asked her, "where do you want it" and went to work. They then informed her that one of the handles to the bed storage were broken and rudely said that she needs to go to the store and get a new one. Once they were done, they were walking out when one of the men turned to my wife and gave her a hand salute. No "Thank you", no "Have a nice day" or even a "Good Bye". Just a hand salute as if she was in the military. As they were leaving, my wife noticed that they didn't bring in the mirror. She asked one of the men about it and simply said, "Back Order" and walked out. She then went into the bedroom to look at the furniture. Shockingly, she saw that the delivery men man opened the blinds and window without asking for permission. She also saw that they had knocked the screen off the window and into the bushes below. They did this without saying anything to her about it. This alone is INEXCUSABLE!. After my wife informed me of what had happened, I went into the Ashley store again with the broken handle and asked for another one. I was told by the woman who was in Customer Service that there was no reason to come into the store. She said that the part needed to be ordered and that it would be delivered. I then vented to her about the level of service I had gotten to that point. I told her that I was unhappy with the delivery company and she pointed out that the delivery company is a separate company. However, I reminded her that the delivery company is contracted through Ashley, so they represent them when they are making deliveries. She then mentioned that this wasn't the first time that they had gotten complaints about the delivery company. I then asked why they continue to keep the company if there are so many complaints and she stated, "it's a financial thing". I thought that this answer was unacceptable. I was given a phone number to file a complaint. I filed it and I felt, but felt that it was just a routine for them and nothing ever came out of it. I then asked about the mirror and was informed that it was still on backorder and was assured that I would receive a phone call when it is in stock. Weeks passed by and we hadn't heard any updates about the mirror. I called the store and asked about it and they transferred me to a corporate number. They informed me that the mirror was already in stock. I asked why no one had contacted me like I promised and she said that she didn't know. But then asked what day she could set the delivery for. I then asked to speak to the manager because I wanted someone to answer my question. She said that she would have a manager call me back. When the manager called me, she stated that she didn't know why I wasn't called, and apologized for the mishap. She then read the notes on my account and apologized again. She offered to refund the charges for the delivery and I accepted. I informed her that I just wanted everything to go smoothly from that point forward. The delivery date was confirmed for 09/07/12. Again, I was informed that I would be receiving a call from the delivery company to confirm the time they would arrive. It is now 9:30pm on 09/06/12 and I have not received a call from anyone informing me of what time my mirror is going to arrive. I am at a loss for words. Tomorrow is my day off and I can't plan my day because I have no idea when the delivery is going to arrive. Do you know how frustrating that is? I am writing this as a courtesy to you. I am also writing this to let you know that I will be contacting the BBB and the press to see if they will do a consumer report about your company. I think that the public has a right to know that a big company like Ashley Furniture does NOT have their best interest in mind when they contract a delivery company that treats them terribly and doesn't follow through on promises. Ashley Furniture: All this aggravation to your customers so you could save money? You should be ashamed of yourselves! read more

I may say STEVE is a class guy! We have proudly spent over 2,000 dollars at this store just with him buying our new dining table which is so beautiful and quality made. We literally had to go in and out during our buying process as we were indecisive. We went to the store over 3 times and he had patience with us, eventually we found the perfect dining table and he was there through the whole process. He should get a raise his customer service is unbelievable, makes you feel so comfortable and happy real professional. Although recently I have gone and have a complaint for a saleswoman divina is her name she lost out twice on sales on two visits, tried selling us corner tables for 600 when we ended up finding them for 240 total online, later on we went to buy decor and she explained there was no discounts on them and we decided to part ways and find our past salesman Steve, happily remembered us and greeted us immediately notified us the same items we wanted that divina claimed were not on sale were actually 50% off each. I feel somewhat uncomfortable and ruined my shopping experience there being assisted by her she was very dishonest on our visits and made us feel pressured she definitely needs to be trained. read more

Like the previous review, I will never come back again. i ordered a sectional from them and they told me it would take 2 weeks. Well 2 weeks became 3 months. Each time I called in to check on my item they told me different things. I told them I needed it before the holidays and when December rolled around, I knew I was definitely not getting my furniture. So I called them to cancel my order and they told me they had to charge me a RESTOCKING FEE! They don't even have my furniture yet and they are going to charge me a restocking fee? I was so over it, so I paid up and went some place else. Ashley isn't the only store that sell Ashley furniture. I went to other vendors in the area and most of them sold Ashley brand furniture. read more

I remain disappointed in Ashley Furniture. The cushioning has completely gone out in the couch they replaced our original one with. The warranty company, of course, does not cover this and will bit fix the cushions. They only cover stains and tears. Never mind I now have to pay chiropractor bills upon realizing my back problems are from the crappy couch we bought from this sham of a company. DO NOT BUY YOUR FURNITURE FROM THEM!! read more

Horrible store and merchandise stay away. On 10/9, I bought a leather couch and after two days the threading started coming loose from the right rear cushion where its attached to the back of the couch. I called and asked for a new couch and was told I couldn't get an exchange and if I returned it there would be a 30% restocking fee. I said no return, I just got this couch give me a new one. I was told it would be repaired and a tech would come out . I took a photo of the damage and sent it, and 1 week later the part came, a bag filled with leather. A few days later the tech came and said it was the wrong part. The whole back of the part needs replacing including the cushions which are attached. This piece is 10'long and about 4' wide. I called the service department while the tech was at my home and told her what was needed. We will send the piece she said, all I can do is wait. If you read this review and you buy something from Ashley, and you have problems with it, then that's what you get. You were warned by me and the other reviews. I wish I would have read the Yelp reviews first. Shame on me, Ashley you guys got me. But it wont happen again. I understand couches are mass produced and some may have defects, I accept that, but do the right thing and show good customer service, replace it. There's a reason the Ashley parking lot is filled with employee vehicles only, and when you go in, there's no one there. My first experience with Ashley was a terrible one and I will not be returning EVER!!!!! read more

Nice store, great inventory, helpful easy to work with staff and very nice prices

My wife and I had the pleasure of working with Derrick. Very knowledgeable, non-pushy, and personable. Although we weren't ready to buy, he was very helpful. Definitely recommend him! When we're ready to buy, he's going to be our guy. read more

Would give zero stars if possible. Our couch has now been delayed to 19 weeks, with no guarantee to even be delivered then. We went back today to "reselect".... And everything is back ordered through August and once again they can't guarantee them being delivered then. We have wasted 14 weeks and "loaned" them thousand of dollars for NOTHING! Horrible! We went to Lay-Z-Boy across the street and got a sweet custom couch that will be here sooner than any of Ashley's promises. Do NOT buy from this store unless you NEVER want to receive it! read more

I wish I had an option of zero stars because that is what this stores deserves. Worst customer service I have ever received, this includes the manager as well. Ordered my bedroom set and it took them two months to get it delivered. They came to my house three times to complete the delivery. I don't know how many times I called the store, went to the store and emailed the store manager. I never received my coverlet that was part of the package so finally went to the store last Friday to get credit for the coverlet. I don't know how this place stays in business. The worst part is that every time I went to the store there were always few others there with the same issues that I was complaining about. read more

i purchased a queen bedroom set in fairfield ca ..the mattress that got delivered was a full ,now after 6 phone calls i cannot get them to replace the full mattress with the queen i purchased .this company .is a total fraud . my advise never set foot in any of their stores..now i am turning this over to our attorney ,i dont care what it costs.i will drag these owners into court . read more

After shopping online for weeks, we finally decided on purchasing the Key Town Poster Bed Set from Ashley. We didn't want to purchase it 'blind', so we drove an hour and a half to the closest showroom which was in Fairfield. We had found a great deal online and the nice salesman met the price we'd found! The whole shopping experience was seamless, fast and easy. Our salesman also went to bat for us on our credit limit. He set up delivery for the end of April, but the furniture was delivered 3 whole weeks ahead of time! The delivery people were about an hour late...only an hour! Unheard of when it comes to delivering furniture. They were wonderful too! Set up our beautiful new bedroom in a little over an hour. No wall dings (we have a staircase), no scratched or broken furniture. We were concerned that the set we ordered might not be as high a quality as what was in the showroom, but it really was! I understand people have had some truly negative experiences. I just want everyone to know that we were not one of them. We will be shopping at Ashley in Fairfield again! Signed, a satisfied customer. read more

Great service at the store. Awful service with delivery dates and items being back ordered. Sofa frame broke today, 3 months old. Called for warranty and it will be 3 weeks for a tech to come inspect it and determine if it will be repaired or replaced. 7-10 days for replacement. Never did receive proper credit for items cancelled on original order. When you call the store you talk to someone that puts you on hold for each question you ask and comes back and tells you what someone else told them. Mickey mouse. I hope they get it fixed someday. For now I'm not going back. read more

I got a really great deal on a power reliner couch & single recliner at the Fairfield Home Store. Beautiful. Amazing black friday deal. So comfortable. My helper in the store was great. We got down to business as I had no time to waste. Delivery was fast & the whole process was great. Happy customer. Thank you very much. read more

Worse experience ever! Still mad about my delivery ordeal. (Which I'm still waiting on) Went to the store and the guy helping us was great. Once we chose, paid and set up a delivery time all we had to do was wait for it to arrive right? Well we went on a Sunday to the store and scheduled a delivery for the coming Saturday (a week). They give a time window from 11:45 to 3:45, so naturally I planned my entire Saturday waiting for the delivery. Then around 12:30 I get a call that my furniture was delayed at the factory "because of the holidays " (bought a week before Thanksgiving) so I was OK fine. Got a different delivery date scheduled for Monday. Which I was given on option for and chose. Same time window. When I spoke to the lady I made it clear that it had to be Monday since we were going to be out of town for the rest of the week. So anyway, come Monday (another day planned on waiting for the delivery) and i get another call in the middle of the day saying that my delivery will be coming Tuesday not Monday. When I told the person on the phone that my delivery was scheduled for Monday due to our trip she tried to make it seem like it was my mistake, that I scheduled it wrong. I HAVE VARIOUS TEXT ASKING ME TO CONFIRM MY DELIVERY FOR MONDAY. When I tried to tell her that it was their mistake and not mine she got upset and told me it would be arriving Tuesday and hung up. At this point I have to ask someone to come to my house and wait for the delivery since we have made reservations that we can't cancel. My sister has agreed to come and wait for our delivery Tuesday. (Same time window) Tuesday morning I get a call around 8:02 am as we're heading out the door saying that our delivery should be here in 35-45 minutes. So I say why don't we just wait for the delivery and head out after that way my sister doesn't have to drive 30 min to get here. An hour and 15 min have passed and no delivery. My husband is furious. I'm furious and there's no one to call and complain to as all the numbers that I've been called from don't have anyone answering. It's 9:52 and no delivery. And the f$&ing atore doesn't open till 10:30. We lost a day of our trip already, not to mention the other two that were already "scheduled". DON'T BUY HERE!! I read more

Christopher Velez was the best salesman I could ask for he helped me in every way possible. Come ask for Chris Velez for your furniture needs read more

Last year I bought furniture and opened a line of credit. Delivery was delayed twice, a real mess. Awful service. But a year later I needed furniture and I had credit there so I went and shopped around. Came time to pay, and they won't take my credit card, the one that they arranged for me, because they no longer work with Wells Fargo Financial, and wanted me to open still more credit. How can they arrange for credit, then not take it? read more

I am really disappointed with my experience at Ashley, I do not think I will ever consider purchasing anything at any Ashley Store ever again. I give it two stars because there are a couple of things I bought and I am satisfied with some but for the most part really upset. I went in looking for a bed frame, a couch and we coincidentally found a tv stand that we really liked. We are really happy with the couch and tv stand (so far), but we are really disappointed with our bed frame. We were told everything would arrive from around 1pm - 4pm, our furniture did not arrive until about 8pm that night. We noticed that there was damage on the bed frame and pointed it out to the person delivering, he tried to give it a touch up but it didn't really change anything. We are now waiting for a tech to come over and take a look at it. This has been a very frustrating situation so I decided to call and try to figure out what their return policy is, every time I tried to call the actual store we went to I was directed to a call center which told me that I had to call the actual store, and they told me there is no return policy once the furniture is received it is "yours." I decided to go into an Ashley store that was nearby my location at the moment and went in to ask what I could do about a return, they told me they have no return policy AT ALL, nothing can be returned. This company really does not care about their customers, I'd advise any one NOT to buy here. read more

Purchased couch and chairs on 12/7/08 during guaranteed delivery by Christmas sale. It is January 28th and I have now had my delivery delayed for the 5th time. Now they are stating 2/5/09. Each time they state it will be the last delay. Worst customer service I have ever had. Initially they did not even call me to advise me of the delay. I had to call them. Beware. read more

The worst people ever to work with, STUPID, to say the least. If you have a ton of patience and would like to do the job of a furniture store in order to purchase product, then use Ashley in Fairfield. It has taken me 4 months and I still don't have my bed. The right hand does not know what the left is doing. Do not recommend doing business with this store. read more

Do not shop at this location. We bought a recliner there on 7/21/16. The recliner was a floor model( like any floor model you expect some scuffing ect) the lighting in the recliner section was very poor. Everytime I tried to inspect the chair (to make sure there was no major damage to it), Davina the sales associate, assured me several times that the chair was in "perfect" condition (her exact words) and that it was on sale because it was a discontinued item. We bought the recliner and another sales associate helped us load it into the truck. It just so happens a sale associate lifted the damaged side of the chair and did not say one word about it and there's no way he didn't see it. It wasn't until we got the recliner home and went to unload it that we saw the damage corner where the leather had been torn. I immediately called Ashley Furniture, and I got the run-around that there was no manager on staff and no we could not return the chair because it was Final sales. I found this odd being that there was a manager there 20 minutes earlier when we purchased the chair. The person I spoke to on the phone insisted that all sales are final. However we were not told this during the purchase at any time I asked if we had any recourse.. after a very long conversation they agreed that a technician would come out on August 10th to repair the chair. August 10 I called Ashley Furniture twice. Once in the morning, where they gave the run-around with a promise to call us back. I then called again at 2:06pm (after not recieving a call back) Again the same women that I called on 7/21 promised to call back, she did claim to remember the previous phone calls and would call me back. My husband received a call later that day from the technician. The technician claimed that they do not fix the type of damage we were talking about, but she was nice and asked for pictures. My husband sent her pictures of the damaged area of the chair and we have yet to hear back from Ashley Furniture. I would think that the sales associates would be aware of what type of damage their technicians fix....clearly this was just a way to pass the buck and blow us off again. If I could give this store zero Stars I would I will never shop at this store again. I feel like they were more interested in making the sale than being honest. Now I'm stuck with a damaged $800 recliner. I'm am super disappointed that such a large, well known, furniture retailer would have such dishonest, customer service. It also seems that no matter what time I have called conveniently there is never a manager there. They have lost my business forever. read more

Ashley Store - Furniture Stores Near Me - Fairfield, California

My husband and I were taken care of by Kevin and he was great! He showed me everything that he thought would interest me and he gave us a GREAT deal on a loveseat/recliner. Would recommend Kevin @ Ashley furniture. read more

The whole experience started off great, spent a few days figuring everything out. Then that's when it started to spiral downward. We were paying cash but decided to try for some credit because of the zero payment, but instead of credit they tried to push a rent to own lease which is expensive. Not only did they mislead us with that, we had to come in the next day to do that and that forced our delivery date way off. After getting things sorted again, the delivery date kept changing. The day before delivery the time changed, so keeping it in mind we both work so had to get someone to accept the delivery. Original time was 915 to 115, then the night before it changed to 1030 to 230. I checked online and it showed 1030 to 1130 and luckily our person came over early because they showed up at 915 and told her she was lucky she showed up because they were ready to leave. Its been 3 weeks and finally got it delivered. And we still have to wait for the coffee table in February. Grrr. Longer then buying a car and a lot less satisfying. read more

Finally settling in our large home, thanks to Chris Velez our home is no longer empty, he helped us get through financing and ensured we took all we needed for our home! Thanks Chris we appreciate your kind work! read more

Get all items I purchased here on Saturday... If not I'll see you in court. I seen your calls and tried of wasting my time listening to more excuses and lies... I think all your staff have a checklist of excuses next to the phone to use to pissed off customers, because I heard the same four excuses that other Yelper heard... If Ashley invested more care into getting customers their items on time, than having your sales staff swarm you as you come into the store you wouldn't have two stars (which will soon be one star)... It felt like I was walking onto a car lot... read more

their quality and customer services stinks. They try to deliver defective furniture. the deliver person did not wear booties till I ask him to do it. he try to hide the defective item and forcing screws with power tools. When I ask them to take it back they did not like it. They keep promise a deliver date that never got schedule . they even put my phone number to go straight to voice mail. I call them using other number and they answer right away. when I ask for my money back a person by name Stephanie said that she has bigger issues to deal with than resolve my issue. I will not buy any thing from that store in the future. My bank will take care the refund read more

Please be aware. This store has a NO RETURN policy. But it is not listed anywhere so you can see it. I had items delivered and put on my garage until I was ready for it. When they call to say that they are delivering and you do not confirm it is to be postponed. I did not confirm but it showed up anyway. I have discovered that one item can not be used. Customer service says there are NO returns. When u spoke to a manager this morning he told me o could take it to Oakland and they could take and sell it at a clearance price, but the store would not they have no place for it. In the terms and conditions there is a small print writing that states they have the right to refuse undamaged goods. He claimed the merchandise is used even though all the plastic is still on it. BTW it was delivered with no box or wrap. I recommend that you not shop at Ashley as you may get stuck with something you can not use but didn't realize it until you got it home. I am so disapointed. read more

Jessica and Divina gave us great service at Ashley Furniture! Both were super friendly and attentive.

One of the WORST experiences ever. We decided to buy a complete new bed frame and mattress to just get over with our old one. We go to Ashley's website and find out that they are having a "Black Friday in July" sale. We find the right Mattress as well as bed frame and we bought them, both items should've shipped in a few days. After a week passes we realized that now the order says that it going to be shipped in two different parts. The mattress was still going to be shipped in a couple of days but the bed frame now had an updated shipment date of October 10th. So we called to see what was going on and we talked to a Whitney Gearing. She too did not understand why that was being pushed back by 3 months. So she said that she'll ask and see why this was happening. Within the day she got back to me through email with the whole trend on what was happening. Apparently the bed frame was back ordered and would not be available til October 9th and Ashely did not remove it from there site. So in the email Whitney asked if we would like to wait for the bed frame and receive the mattress, or if we'd just like to cancel the full order. I replied back with saying that we would be fine with receiving the mattress now as long as she could promise shipping out the bed frame in October 9th as she stated. Everything was confirmed and set. We received the matter a few days later and decided to use it now then when the bed frame would arrive we would just switch the frames. A week after we received the mattress I received an email from a Madonna Klopote. She let me know that the second part of the order (the bed frame which we had established would be shipped out once back in stock) is canceled due to backorder. I email to her the email trend and AGREEMENT that was established from Whitney and proceeded to call her. After pulling up my order info and email she claims that first and foremost she doesn't see the email where Whitney and I agreed for us to keep the mattress but only if we had our bed frame shipped out October 9th. That's a lie because I sent it to her 3 times!She said that the order has to be canceled because they actually don't know if they ever will receive this bed frame ever again. So then why would they tell me it would be there October 9th. She said the only thing she could do at this point is to give us a 10% off a different frame that is on there website that has a similar price from the one we purchased. I told her that that isn't fair because of the fact that when we got the order the frame was on sale; nearly a 50% discount due to their "Black Friday in July" sale, now their sales are over and mostly all of the bed frames are back to normal pricing. So what I was telling her is that we should be able to choose from a $1000 price range bed frame since that is the kind we bought from. Not from a $500 price range bed frame at regular price. She said that unfortunately they do not keep itemized receipt of there orders that would show discounts or how much was saved. To make things worse apparently they had also pulled the bed frame from there website so they have no way on seeing the original pricing for it. WHAT?! ARE YOU KIDDING ME. How does a customer based retail company not keep tracks of what is being on sale and original pricing? This is baffling to me. Coming from retail based work, we have to keep records of these things and we are definitely able to go back and see a recent item that has gone away. I get it if it was a year or 6months maybe but only 2 WEEKS? She is either lying or they have no sense of customer service. She told me to check back up on it in October to see if it comes back in stock and that they would give me the same price as we were getting it for now. I asked her if someone there could just put me on some sort of list or high priority to email me notifying that it is back in stock now. She said no, I have to go look through out October and November. So you want me to take time and effort out of my life to continuously check up on something that Ashley might never get back!?TIME IS MONEY and Modanna is telling me to waist alot of my time and money for a mistake that they have made.I told her this is not an option and that since we are not receiving the frame as we had set for that they can have back there mattress and we would take our business elsewhere for a complete set. She said that under some California law that isn't possible since the mattress has been opened.I have email proof that I told Whitney we need them both and if we can not get one item then we would cancel the complete order. Madonna said that this is not a form of agreement and that they don't honor this. Once again, BAFFLING.How is a customer service retail company LIE to there customers. I know why, because all these people are LIERS!!! This whole company is a SCAM!!! We end up finding an exact frame on Amazon and it will be here in 3 days. No wonder Amazon is taking over with all around items on sale. read more

My trip to Ashley furniture today was quite pleasant thanks to Jessica. Best costumer service I've had in awhile. She was very friendly and made the checkout for my new desk quick and easy. Definitely will be coming back to this Ashley Furniture. read more

I recent bought sectional that was $2100 . It was deliver less than a week too my house. I live in tri-level home. The deliverery guy took one look and say , " we can't do this the soor way is too narrow and you have stairs too. There is no way" His partner said they can manuever and get the couch in. After back and forth , I told him fine just eeturn everything. He said it is best but his partner convince him that it is posible . Now I wish I had listen to the guy to return the furniture. After set up the armless chair was missing . The delivery guy didn't have a clue. The next day I called the store and was put on hold multiple time. Gretchen came on the phone and appears to be helpful and even said she will take out the delivery price. We spoke on 1 june 2016. Days went by did not hear back from Gretchen , I called ashley was told someone will return my call . No return phone call so waited and friday night called again was told that i was going to get a call back saturday at 1015. No phone call. I let it ride couple of days and finally call again today at 5 . Spoke to Gretchen who said she had no update from the wearhouse and will email. I wish , I had read yelp before going to that store. I will definitely call the head quarters and will contact the news. People here does not know customer service and the delivery fee was never remove from my account! I am very angry and teie hard to take the high road. I will make sure to post at family center at new comers that no military shop at this store. They lack customer service and intregrity. read more

We purchased a dresser for my daughter from Kevin Jones, he is an excellent sales associate, he knew his product and was not pushy. He showed us what Ashley had based on my preferences, then left us alone, which was great as it allowed us to talk amongst ourselves and ponder over what we wanted. I found him later and we wrapped everything up quick enough. Ashley has an excellent showroom, and I didn't have the time to invest in looking at everything but could see from a distance there were lots of options. Thanks again Kevin, my daughter loves her new dresser! read more

I would completely avoid this place at all costs. Ashley's furniture in Fairfield is nothing but a rip off. Their cheap furniture is overpriced ridiculously. My advice is if you do decide to shop there make sure your looking up the in store product on their online store, and you'll see how much they mark up their products. I decided to buy a whole new bedroom set with a mattress and they over charged me over $1500. So the next day it set in that I felt like I got ripped off and did my research. I went into the store to cancel my order all together, and I was belittled by the General Manager who asked me "What you can't afford this or something?". I was completely insulted by him, the issue wasn't that I couldn't afford it because obviously I would of never got it if I couldn't afford it. The issue was that they overcharged me over $1500. Thank god the District Manager happened to be there and adjusted my invoice by $1700. Based off of this experience, I will NEVER be back. I suggest everyone to avoid this place and if you do decide to shop there, please do your research! read more

I don't yelp much, but I felt obligated to provide some positive feedback for my experience at Ashley Furniture in Fairfield. Look, I can't speak on behalf of the entire store -- based on the negative feedback below, I'm assuming others had a negative experience -- but I can speak on behalf of their salesman, Norman. He was AMAZING. He was very insightful but more importantly, he was very HONEST. Anytime a product was on backorder he was upfront about eventual shipping dates; he calculated everything with tax included, shipping, and installation costs and made sure that my fiancé and I were aware of every cost to its final cent. Norman ran around the store to help us find complementary accent furniture and -- at one point -- even carried products OUTSIDE so we can see items under regular daylight. The kicker, we were seconds away from opening an account to finance a 14-piece living room set for over $1,300. In a moment of revelation, Norman cancelled our account when he found out we were in the process of buying a condo (not renting) and opening any credit card at this juncture could have negatively affected our chances of closing our loan. In an industry were commission is incredibly important, Norman sacrificed a sale for the betterment of me and my fiancé's well being. I am incredibly thankful. When the timing is correct, I will indeed do future business with Norman at Ashley Furniture. He is fantastic! read more

My first purchase with this location was pretty easy and smooth. For that they get 1 star. My second purchase was a disaster. I was told in store ALL pieces would be received by my chosen delivery date. When that date arrived my bed was not included. The delivery men said it was back ordered. The store said that was not true. It took 3 more delivery attempts and many many phones calls before I actually got the bed. My husband and I gave them a week to call us to reschedule one of the 3 failed deliveries, but no one called. Why we had to chase our order I do not know. One of the delivery attempts the frame was damaged and I had to reject the order and wait again! I was told the delivery charge would be refunded, but it never was. Like always no one is answering and I'm probably going to have to drive to the store just to get my refund as it was promised. This store has the worst customer service. Buy online. View in store, but buy online it's cheaper anyways! read more

Ashley stood by their furniture! They sent a repair man over and they fixed the two rockers and couch. I am happy with the service. Thank you Ashley. read more