The in store sales experience was great and the after sale support is almost non-existent. Their App is pretty much worthless to follow up on your in store purchase and we can get no info what so ever on delivery...guess we will just wait and see. I can't recommend this shopping experience to anyone now. Won't be buying anything there in the future. Very disappointed in the after sale service - it's non existent. read more

The worst customer experience I've ever had. I purchased $3500 in new furniture. Upon deliver, the head rest didn't work, and I immediately called the store. I have been dealing with Ashley furniture since July of last year and still have no resolution to my broke head rest that was delivered broken. Customer service does not order parts in a timely manner, they forget to schedule the technician, and tell me "there's nothing further they can do". Would give them a zero rating if I could. Very disappointed. read more

Well first thing do not purchase furniture at Ashley's period!!!!!!!! Also the no return no exchange policy s@@@s I purchase $20k worth of furniture at this store and was disappointed when I called the store I was hoping to exchange the sofa and love seat even if it would cost me a restocking fee but no the so called manager just flat out told me no exchanges or returns so asked her again is there anyone I can speak with about this and she said no I'm the manager and anyone I hand the phone to will tell you the same thing I was frustrated and angry but like they say Karma is a %%%%% well on to the next complaint I don't see how this store is still open I will report it to the BBB and will never I repeat myself never buy another piece of anything at this location or any other Ashley's locations. They don't deserve Lubbocks business at all rude and pushy The Rodriguez Family read more

In November 2019, before COVID, I ordered a coffee table and I still don't have it. I was assured on black Friday, by Carlos, that the table would be delivered to me in New Mexico. I ordered it early trying to get the best deal I could even though my house wasn't quite finished. In January they told me my table was ready to be delivered but my house still wasn't ready and I didn't have anywhere to store it and they told me it wasn't a problem and they would deliver it when I was ready. We moved in May and then I called and said I was ready for my coffee table. They told me they don't deliver to Alto and they would have to wait and build a route. I told them I understood because CoVId had messed so many things up. So I patiently wait. I called back in June to see how long it takes to build a route. They told me my table would arrive in August. Wait, but my table was there in May waiting for a route for delivery. I asked them if they sold my table and they said no, it must have been damaged in the warehouse. So I called again in August and the new table was there but they don't deliver to NM. I explained that wasn't the agreement that we made in November. Now, this is getting ridiculous. They did offer me $200 in store credit. Ok great. So now its the end of October, I drive 4 hours to pick it up ourselves and I'm told the table is in the warehouse and we can't go get it. Really? I've been waiting almost a year for a coffee table, I came out of my way and still no table? Finally, they agree to let us go the next day to the warehouse. Thanks, now I would like to spend my in store credit while I'm here. So I picked the matching end table. Chrysral, the manager tells me, "Sorry, we don't have in stock and would have to order that for you." Wait, its right there on the showroom. I'll take that one and you can order an new one and replace that one. No, they only sell showroom pieces if they are discontinued. I'm trying to negotiate the best I know how. Look, I've been waiting almost a year and now I have to drive another 4 hours for the matching end table that is sitting right there. So I asked to speak to the "locally owned and operated" owners number to plead my case to them. Conveniently, they don't have that number and I have to call corporate customer service. I should have just got a refund and shopped local in a mom & pop store. Not very good guys! So hopefully some day I will have my new coffee table in my new home. read more

Store is a joke. The only reason they stay in business is that Lubbock has many new people buying houses and need furniture but don't have any idea what they will go through just to get the furniture. You also won't get your money back because of what you sign when you make your purchase. The same thing happens to all customers, 4-6 weeks, takes 4-6 months, chairs are here but table is damaged, New table will be here 4-6 weeks, two months later we have your table. Great, when can you deliver, three phone calls and 40 minute wait each call we can deliver Wednesday, no call, no delivery, we call, wait 30 minutes and were told no deliveries that day. No call back, we call , 30 minute wait, we can delivery Saturday, we won't be here. Still going on, the purchase of this table was August 16. read more

Was promised 2 - 4 weeks for delivery when we bought my daughter new bedroom furniture.....It's now week 9 with nothing with no end in sight. Sales people will tell you what you want to hear in order to make a sale and then once you pay for your items they are really difficult to get a hold of and get answers from. read more

Never buy from this store In Lubbock. Purchase Alymere Coffee Table for $697.98 with Lift Top along with a Darlita Table Lamp (Set of 2) for $99.99 on August 16, 2020, the scheduled delivery date was determined to be on October 15, 2020, after the delivery date had passed with no telephone call or information, October16,17,18,19, 20, etc. were daily phone calls and live customer service computer chats. On October 19, 2020, The Alymere Coffee Table was delivered broken. The tabletop would not lift up and we had informed the delivery personal. Delivery personal said since we bought an extended warranty to call Ashleys Furniture store, And then we inquired about our Darlita Table Lamps. The delivery personal also stated the Darlita Table Lamps would be delivered on December 22, 2020. Again with the calls and live chats via computer, Ashley claimed to send a service person on or around November 12, 2020, to repair the Alymere Coffee Table. Again no one called and it was never resolved. On that date of December 22, 2020, the lamps being delivered the issue was not resolved. On January 17, 2021, we walked into the store explained our situation to a blonde headed sales manager who refused to give us his name, which ensued to frustration and then an epic battle. He agreed to let us walk out with lamps that were at a different price. He then said he wanted us to leave happy he would agree to pick up the broken Alymere Coffee Table at our residents. On January 23, 2021, And deliver a new Almere Coffee Table in exchange. This issue has not been resolved. read more

My husband I purchased a few different pieces of furniture a couple weeks ago. We had a good experience in store, but everything after the purchase just keeps going downhill and has been terrible. We were told all the couch and bedroom set furniture would be delivered all together, but that hasn't been the case. I get that the past couple of years have been crazy, and long wait times for delivery can't always be helped, but the quality of the delivery service and after purchase customer service needs some major work. The delivery guys showed up to our house with every piece of our bed frame except the headboard and we were told they couldn't put it together until the headboard was delivered at an unknown later date. The bed frame was left in pieces all over the place in our bedroom to just figure out where to put until the rest could be delivered. It was not communicated that the entire bed would not be delivered. So now we are still sleeping on a mattress on the floor due to extremely bad communication on when we would receive the bed frame. We honestly would have purchased elsewhere if we hadn't been told it was going to be delivered. We tried calling the salesman who we purchased everything from and were told that he would look into the situation and get back to us, but we were blown off and never got a call back. Once we just contacted customer service on our own we were told that the bed frame order was not placed correctly in the first place, which was the cause for everything being delivered in pieces. Our other issue with the delivery service was the fact that the couch was put together and just left in our living room in front of our back door and in a crazy position after my husband asked if they could place the couch in a certain spot in the living room when putting it together. I was always told that when you pay for delivery it was supposed to be put together and placed in the spot desired due to the bulk ones/heaviness of the items. My husband had to ask twice for the employee's to fix where they were just leaving the couch because we couldn't even open our back door at all with it being directly in front of it, and I physically couldn't help him move the entire couch due to just having a baby recently. Finally, we were told that the tv stand we ordered would be delivered the same day as the rest of our furniture by the salesman. Apparently it was actually going to take months before we are going to receive it after getting a call from customer service and were told that the salesman should have told us it was going to be a while. It's just been an overall terrible after purchase experience. It seems like everything is great and promises are made when in store but the follow through of the good customer service/delivery experience is severely lacking. I won't be purchasing from Ashley again in the future. read more

I feel like I've been very patient with Ashley furniture through everything that's going on right now. Between the holidays and the ongoing pandemic...But here's my story: We haven't had one bad experience, but two. My boyfriend and I moved to Lubbock and needed a couch. We found a good deal at Ashley, and ordered it. After receiving it six weeks later, one of the cushions was not presents. We waited another two weeks to receive that cushion. My boyfriend decided to give them another chance and ordered a coffee table set for my birthday. After ordering it at the beginning of August, he figured it would come no later than my birthday (Sept 13). Boy was he wrong. It came at the END of October. After receiving the table, the glass did not fit in the main frame of the table. We were without any glass. They said it would be here by the next week. It is now December 30th and there is no glass in our coffee table. We've called multiple times only to wait on hold for an hour, and then get hung up on. HUNG UP ON. I could not believe their customer service sucked that badly. My boyfriend had to physically go up to the store and figure out what was going on. After going to the store, he discovered nobody had any order or intention of delivering that piece. They said it'll be here on January 16th at the very latest. I cannot believe they lost the order. I'm not counting on the glass being here the 16th of January either. After ordering on August 3rd, this should've been taken care of a LONG time ago. This is ridiculous, if you need furniture, I suggest going somewhere much cheaper and with a friendly customer atmosphere. We will not be coming back and I suggest you not come either. read more

Absolutely terrible service. Ordered a sectional and recliner in September and was told it would be October for delivery. That was great as it was a more timely delivery than other stores and my salesman was super helpful. October came and went. Then it was November, then Dec, then Jan and then Feb. Every time I called the delivery time got further out. A couple of pieces were in (not even pieces that fit together). I decided to schedule delivery of THOSE items. My delivery was set for a Wednesday evening due to our work schedule. Wednesday MORNING, the driver called wanting to deliver. I said no because no one was home and we were scheduled for the evening. He told me it was a computer error and they don't deliver that late. Mind you the guy at the store told me that they deliver up to 11 pm if needed. I called the store and as he was checking on the delivery for me, I asked for an update on the rest of the pieces. Now it was APRIL!!! Within just a couple of days, my delivery went from Feb to April. At this point I am more than frustrated and DONE with Ashley. During this time period I received a call from a friend that had just spoken to another person that was at the Las Vegas convention with the Ashley CEO or someone similar in October and was told that the Manufacturing plant had been closed since June. Needless to say I was furious. How can a store sell furniture that can't even get? That is very shady business practice. After work, I went straight up to the store and cancelled my order. I will NEVER EVER do business with Ashley's again. EVER!!!!!! read more

The salesman was wonderful, very attentive. But the service after the fact was HORRIBLE. We were told our delivery of our bedroom set, living room set and dining room set would be delivered within 4-6 weeks. We get a call at the 2 week period saying we will get out furniture by the 3rd week. 3rd week comes around and we get another call saying our delivery would be in the next week. Still nothing!! My husband calls and is told the NEXT is when we will receive our order. This kept happening until the 7 weeks!! My husband asks to cancel the order and for a refund, they refuse and offer store credit. When our furniture arrives 8 weeks later, we have a missing piece and a broken piece!!!! So we have to wait ANOTHER week for the rest of our furniture. Any time we asked for explanation, we were Given the run around. I DO NOT recommend Ashley's Furniture!!! read more

DO NOT even step foot in this store. Heed the one star reviews. We thought we'd try them for ourselves, wanting to give the store the benefit of the doubt. On Aug 16th we entered the store and asked the sales rep Francisco if they take a line of credit we already have with Wells Fargo. I was flat out told "yes", nothing more so I took them at face value and ordered a bed and mattress for my son. Our date of delivery we received was 9-4-2017 (yes, Labor Day was the delivery date *red flag*). We received a call a couple of weeks later from our sales rep telling us it would be delivered on Sep 10th. After reading the voicemail I called the store to ask why the date was changed and spoke to Ashley who is apparently a "manager" at corporate. It's impossible to get through to the store directly. I was told that the store is currently in negotiation with Wells Fargo and that they don't actually take that line of credit now, but they will in the future just wait a few weeks. Obviously I was upset given the first thing I asked when I stepped foot in the store was if they take it. I asked why I was lied to and went in circles with Ashley for a good 20 minutes trying to drill into her head that "we WILL take it" does not mean they "DO take it" and it was misrepresented. It was an exercise in futility. Apparently at this company "we don't but we will" = "yes we do!" I was told to check back but I would have my furniture early - mid September. I called back a couple of weeks later and was again connected to the charming Ashley who tried to convince me, yet again, that "we will take it" means they do take it. I asked to speak to a manager, someone ove rher who could surely figure this out and was told she IS a manager and there's no one she can direct me to I just have to wait. I tell her I want to cancel the order at this point and, get this, she says if we cancel the order we have to pay a restocking fee because the furniture was shipped to their sorting facility a few days after we brought it and has just been sitting there collecting dust waiting for Wells Fargo to agree to whatever BS terms the store is demanding. Beginning of this week I get a text message from our sales rep asking if our furniture had been delivered yet. I said that it hadn't and I wanted to know where it was. For better or worse he said he'd look into it and call me back. I never got the call. A couple of days later I call him (on his cell because you can't get through to the store directly) and ask what the deal is. He said that Wells Fargo did not wish to renew the contract (can't say I blame them) but that the furniture would be delivered this week. I asked how were they were going to deliver it without setting up payment and I was told not to worry about it. So here we are, a month after we ordered the bed, it's been sitting in their storage for 3 weeks and I am STILL getting the run around. Sales rep says he'll talk to his manager then nothing. It was suggested I try calling the number back and i am connected with Esmerelda who says our only option is to refinance through this other company. We don't want to do that because we already have the line of credit and we have no desire to open another one and be sending checks to 2 different companies. I again asked to cancel the order but was again told I would have to "talk to the accounting team to see if they are willing to do that". Basically, they're gonna screw me out of 25% of purchase price and leave me empty handed because of their deceptive business practices and telling me that they DO take a line of credit that they know damn well they don't offer. Avoid this place at all costs, they have earned every single one of these 1-stars and I bet most people, like me, would much rather give them no stars. It's very telling when a business has NOTHING over 1 star reviews. Oh, and if they offer you credit that 0% interest be prepared for them to ask you to pay the interest upfront, only, it's a "deposit". It's not a deposit, they get your interest from you in advance so they can then tell you they charge no interest. Slimy, scumbag hustles who will do everything to make a $. If this is how corporate tell their staff to run their stores they should be absolutely ashamed of themselves. My kid has now been sleeping on a mattress on the floor for a month and is asking where his new bed is. Usually I wouldn't name names in reviews because I feel like it's not that one person's fault someone else screwed up, but the deception is so deep in this company from the sales reps up to the "managers" on the customer service line that I see no other way to make these people accountable. ETA: I was finally able to cancel the order without paying the restocking fee this morning but only after emailing corporate all this. The lady I spoke with didn't really seem concerned about how things are being done at this store. read more

Do NOT buy from Ashley's.. They guarantee a date of delivery but keeps being pushed back so good luck on getting your furniture.. 4 months and still waiting! read more

Purchased a "leather" couch from these owners who owned a store in Spokane, WA, and 5 years later the couch is completely unusable. All the "leather" is completely peeling off the couch, on all 3 couches we have. We have no indoor pets, the couches are not in direct sunlight, and there is NO reason the couches should already be ruined, especially considering we have only had them 5 years, and we spent over $2000 on them. I called the store in Spokane and they let me know the owners moved and now own this store. They also let me know they don't carry the type of "fake leather" couches we purchased from these owners. Very sad and disappointing and of course now i'm sure they won't do anything about it. I would be cautious buying anything from these owners. read more

Spent $450 on a chair. had it less than a month and the upholstery started coming off and the stuffing/padding started to shift greatly. Contacted the store and they said that you have to allow them 3 attempts to repair the piece before they can issue a refund. They picked the piece up. I called almost 2 weeks after pickup to check on the status and they told me they wold call me when it was repaired. I told them I needed a timeline on the repairs as the holidays are approaching and I need the seating in my home. They then told me that they were not able to repair it and would be delivering a new chair that following Monday. They delivered the chair around 8:30 pm. They brought back my original chair and THEY NEVER EVEN TOUCHED THE CHAIR. I refused the delivery. I then called customer service the following day to see what they planned to do about the issue. The customer service supervisor Henry apologized and assured me he would call me back by the end of the day with a solution to the problem. He never called. So here I am typing this review as I wait on hold for him a day later. EXTREMELY DISAPPOINTED TO SAY THE VERY LEAST. read more

Horrible service whatever you do don't shop with Rhyan from the lubbock location. He will say you'll get your stuff in a few weeks and you won't get it for 6 months. I ordered furniture in September and I won't receive it until december or later. read more

Ordered our furniture on September 25th. It was delivered today...wrong furniture brought to my house. Stay away!

We spent $3,300 on a living room sectional and rug at the Lubbock store on 7-25-20. No one there ever warned us it would take over 2 months to get our furniture. After we gave away our living room furniture, we got a text notification that our furniture would be delivered on 9-17. The delivery guys didn't show up until 10-1 and the order was wrong. They had to take two of the sections back and told us it could take just as long to get the correct ones ordered and out to us. So now we have one part of a section with two exposed ends just sitting in our living room for who knows how long (posted pic of what was left). I went up to the store in Lubbock to get help and they wouldn't help me and told me I would have to call customer service. Called customer service, was hung up on before they answered, had to call back, and an hour later got through and they said I needed to contact the store (the one that I am standing in while talking to them). Can not get anyone to help me. Completely unacceptable and will never use them again. Just want to return this, get my money back, and start over with someone else at this point. read more

Ashley Store - Part of what I actually ordered that was delivered - Furniture Stores Near Me - Lubbock, Texas

Terrible delivery experience with this Ashley store, which you can see from all the reviews and Better Business Complaints. I have been waiting 3 weeks for delivery of King Box Springs to go with my mattress, and I am still sleeping on the floor. Every few days I call to see when it will be delivered, and every time it's "next week." This is a very well run scam from the Franchise owner. We will see if I ever get my box springs, or we end up in court to get a refund. Very disappointed in Ashley for this dishonesty. We are in the 21st Century and this store has no manager, nor the technical advances to provide tracking data. Heck, even Walmart can tell me the date and time of the delivery for a 99 cent toothbrush, much less hundreds or thousands of dollars worth of furniture. As a friend and neighbor in the Lubbock community, I STRONGLY DISCOURAGE purchasing anything from this store. read more

DO NOT SHOP HERE! Delivery came a month later than promised, was installed improperly, I have been dealing for 7 months trying to get issues resolved! read more

5/13/2022-If I could give them an zero I would. I was contacted by the business owner about my review. I sent them all the info they asked for. I was then called by someone else they gave it too. I told them what happened to me. She then explained to me that sectionals come in different time.. blah blah blah. I understand that, that is why I was willing to wait when I first purchased it. I wasn't questioning the 3 month wait, I wanted to know why was it canceled. She told me that that's a moot point now. That I can re-order the furniture she will handle it but it will still take another 2 to 3 months for it to be delivered. Because of the wait she was willing to give me a 15% discount. I said why do I have to wait if my furniture is already here? She said that is no longer my furniture. Wow!?!? Even their customer service sucks. Go to Coyote Candle, Lubbock TX, I went and purchased my furniture and it was delivered the next day. read more

Worst experience of buying furniture ever. The lied about the time it takes to get it, it takes months longer than they say, their customer service is poor, it takes hours to talk to anyone in person. When my furniture was delivered today, it was missing the legs??????????????????Terrible read more

We purchased a room of furniture through Ashley a few days after labor day. The salesman told us that he would call us that Monday with shipping information. We haven't heard from him since the night of purchase. That following Wednesday we called and were told it would be in the warehouse on Oct 8th and to call in to set an appointment. Upon calling today, we found out that the eta for the furniture has changed to 30 days out (Nov 11). Why couldn't they call and tell us?! When I asked about a refund, I was informed that there was a 25% restocking fee....for furniture that we don't even have....and then the remaining 75% would be store credit! What the actual what?! I'm at such a loss. What kind of business are they running here? I would never recommend Ashley to anyone nor will I ever purchase from them again. read more

They were very attentive and took extra precaution when assembling my table. I would definitely go back.

Paid in advance for a bedroom set. When it was delivered, they did not have the hardware to put the bed together. Called, made two trips to Lubbock store(2 hours round trip). They never produced the hardware. Would not give a refund or even talk about how to fix the problem! Finally after sleeping on a mattress on the floor for 4 months, my husband finally gave up and purchased items needed to get it together... needless to say if I could give them a negative number of stars I would.. do not step into the Lubbock store. Go to Bob Mills we have purchased through them many times and they are fantastic! read more

Ashely Furniture is an absolute joke! We ordered our furniture over 10 weeks ago and have received nothing! They are quick to lie about having the furniture you want, take your money and then give you nothing in return. We get no help from our local store in Lubbock and when you call customer service, the majority of their employees are extremely rude. Save yourself the stress and go buy from somewhere else!!! read more

First of all, don't trust any five-star reviews you see for this store. When I bought my furniture, the salesman brought me to a computer before the sale was even closed and specifically asked, "Would you please log in and leave us a five star review?" Yes, he specifically said "five star" review. SUPER shady. And once they get your money and your review, of course they turn into jerks. First of all, they didn't have the mattress protector in stock for the bed I bought. Fair enough. But for some reason, they couldn't ship it with the furniture delivery. Apparently it's just "too inconvenient" for them. (News flash... I don't care that your store is set up to make it inconvenient for YOU. It's not the customer's job to make YOUR life easier.) But fine. I would have to pick it up myself. So shortly before my furniture is supposed to be delivered, the store called and specifically told me to drive up there and pick up the mattress protector. So that's what I did. When I arrived there, the store employees had no idea what I was talking about, and told me that the mattress protector had never been ordered and wasn't in stock. They weren't even expecting me to come in, and claimed that it must have been someone from corporate that called me. So that was an hour out of my day wasted for no good reason. Then, the day my furniture was supposed to be delivered, I specifically told the scheduling lady that I wasn't able to be here after 5pm, and that if they couldn't deliver before 5pm, she should schedule me for a different day. They schedule me for that day anyway. The day of the delivery arrives, and I sit at home ALL DAY waiting for this delivery. 4:00pm rolls around and I still haven't received a call, so I call to find out what's going on. Turns out that I am STOP TWELVE and the delivery truck is only on stop 6 at 4pm! Were they planning to deliver my furniture at midnight? Apparently so! Needless to say, I had to reschedule, which means my ENTIRE DAY was wasted waiting around for them. Not only that, but I had already dismantled the bed I've been using in order to make room for them to delivery my bed. So now when I get home late tonight, I will have to put my bed back together before I can go to sleep, and then take it apart AGAIN for the new delivery date (and that's assuming they even show up when promised!) The scheduling lady's answer to my complaint was "We don't schedule /by the hour/. We schedule according to address." Whatever the hell that's supposed to mean. Apparently they've designed their whole system to hook you, get your money, and then treat you like shit during the entire delivery process. If I had the option, I'd tell them to take their furniture and shove it, and go to a different store, but of course they would keep my money. That's how these guys operate. Get your money, get you to sign a contract, and then they can treat you however they want because you're hooked. I will never ever shop at Ashley again, and I will advise everyone I know to never shop there, either. It's not worth the headache. tl;dr: Do yourself a favor and buy your furniture somewhere else. Ashley is terrible. read more

This is a lengthy post so I'll sum it up right here if case you don't want to keep reading: Moral of the story is, I believe the guy that sold me my couch pocketed my $400 I paid for the insurance; and the customer service for the store in Lubbock, Texas was absolutely horrible! Melony, my customer service agent out of Lubbock belittled me, talked to me condescendingly and made me feel worthless. I will never shop at Ashley Furniture again! Not just the one in Lubbock. All of them. Last year in November I purchased a $1,500 couch from Ashley Furniture store in Lubbock. I also purchase the additional $400 Insurance in case anything were to happen to my couch during the next four years. The inevitable happened, a dog peed on my couch oh, and I called the insurance line to get it replaced. However, the insurance line had never heard of me before.. I told them I certainly paid the $400 and I had bought the insurance so they called direct to Ashley Furniture store in Lubbock to inquire regarding this. Ashley Furniture store also didn't have record of me. Hum? So where did my $400 go? Obviously, this got me fired up! Long story short, I ended up getting my cushions replaced out of a courtesy.. Not because of the insurance that I paid for! And the top it off they sent the wrong cushion. So I called back 3 weeks later after receiving the wrong cushion and ask for the correct cushion (the chaise). I called directly to the store in Lubbock because of all the above said. I get on a customer service phone call and the woman named Melanie was the absolute worst customer service person I have received in years! Years! She was condescending, mean, and even raised her voice at me. You better believe I raised my voice back. Which was obviously not the right thing to do.. But in the moment I was at a complete loss at the way I was being treated. Regardless, since when is this customer service? Moral of the story is, I believe the guy that sold me my couch pocketed my $400 I paid for the insurance. And the customer service for the store in Lubbock Texas was absolutely horrible! Melony belittled me and made me feel like a pile of crap. I will never shop at Ashley Furniture again! Not just the one in Lubbock. All of them. read more

I purchased furniture in November 2017 with a delivery date of December 30, 2017 and to this day not one person from Ashley Store has called me!!! I called on December 27th to confirm delivery but was asked by 2 employees, "no one called you"? and I said regarding what??? They replied that my selection was no longer available and I could not be refunded, my only choice is to make another selection!!!! I signed a no refund which is okay if my Mom received the furniture that she selected. I can't get anyone to help me, they take message for the corporate office to approve a refund when the owner (RICHARD CHOI) can make the decision due to being a franchise owner of Ashley. DO NOT GO TO THIS STORE, PLEASE CALL ME FOR MORE DETAILS 972-814-5316!!!!!! read more

Once they get your money no more costumer service I have missed two days of work waiting on furniture that did not get delivered on date given me, when I call they put me on hold for hours called again today they said it will be next week but they can't give me a day, I had problems with them a few years back they assured me new management had all this delivery problems fixed but it's the same thing again next time around I will no better. read more

I will never, ever, ever shop at Ashley HomeStore in Lubbock again. Don't even waste your time going to look at buying anything in there bc it will take 6 months to a year to get it- if you ever do. The management is even worse than the 6 months (so far) that it has taken to get a bed that we paid for in full already. The managers like when you bring your kids in and they can get them all excited about their bed that will be coming in September, October, then November, or December and now maybe, just maybe ....February. If I hear the phrase, "unfortunately ma'am, we can't do anything about it"- I'm going to lose my mind. Calling corporate doesn't help either. They gave me another random date (January 5th) and now say they have no record of ever saying that. Yelp and Google reviews will receive a good chunk of my time today and I am happy to give it, after this experience. The female manager is the one who told us December 29th and now acts like she has no idea what I'm talking about. WE SHOULD RECEIVE A DISCOUNT OF SOME SORT BC OF THIS. This is a horribly run business with a horrible manufacturer, too. read more

I bought about $8000 in furniture from Ashley's and my sales person Allie was amazing! She stayed in constant contact with me in regards to tracking my furniture and ensuring a speedy delivery date. If you are buying from Ashley's Lubbock I highly recomend you ask for Allie as your sales person! read more

Furniture is great but customer service is horrible. I had to call to figure out where my stuff is and why no one called me over a month after purchasing. Also like pulling teeth to get someone on phone. read more

My husband and I bought all of our furniture from Ashley's Furniture in Hawaii. We had been happy with the quality of the product, prices and overall experience so far. So when we moved to Lubbock and needed a new kitchen table we automatically thought to look for an Ashley's. But this experience was far different that of Hawaii. The first time we went to have a look at what we had, we left empty- handed. Even though we found a table we loved and were ready to purchase. The salesman (not going to name drop) told us at the door that he could work on the price of anything in the store (since Ashley's builds their own furniture and, therefore, there are no set prices). However as soon as we decided on a table, he told us that we would be paying $500 for the table (the tag price) and $100 for delivery. Firm. Sorry, but I'm not paying 1/5 of the cost of the table to have you bring it to my house. I'm just not. We explained our concerns, and he then told us that the cost of the table would be going up in a week, and that was the cheapest we would get the table. Well we were not happy with his unwillingness to work with us, so we left and looked at other stores. Round 2: So we looked at other stores, and we could just not find anything that we were loving as much as we did the Ashley's table. So we reluctantly went back. Mind you, this was about a month later. When we first got in the door, we immediately talked to a manager. We asked him if they offer free delivery, and he said yes (shocking). We also asked if we could work with another sales associate as we were not pleased with our first experience. He hooked us up with his "top sales associate". Unfortunately, this guy was just about as sleazy as the first (noticing a trend?). We showed him the table which was the same price as it was a month prior.... even though we were told the price was supposed to increase immediately after we left (sigh). We decided to just purchase the table so we could be done with the whole experience. We then asked him for free delivery that we were told was available, and he told us it was not possible. We called the manager over who had just told us that there was an option for free delivery. And suddenly the salesman remembered there was free delivery! To sum it all up, if you don't want straight answers as to what you will be paying- if you want to be worked over for every penny the salesman can possibly get from you- if you want to be treated like a walking dollar sign instead of as a person that is trying to find the best furniture for their home... by all means, go to Ashley's! All that being said, my husband works a commission-based job. I understand that the more you sell, the more money you pocket. Our livelihood is also based on commission. However, the Ashley's in Lubbock just does not get it right. They are typical sleazy salesman who I feel zero loyalty to. I would not recommend anyone to this store. read more

Wish I could give 0 stars. My husband and I ordered a full bedroom set on 12/13/2020, and paid 3k in full. We were told our dresser and nightstands would arrive in a few days and our headboard and footboard would be a few weeks since we had to special order it for our California king bed. A couple weeks came and we still had not received the dresser or night stand. I called customer service and would get hung up on everytime. We go in to the store in January, a month after we purchased it and told them we didn't receive anything yet. They told us it would be here the first or second weekend in February, and it didn't show up. I finally got a call last week, March 5th and they said they only had the head board footboard and night stands but not the dresser. We scheduled the delivery for the things they did have and it was going to be delivered tomorrow 3/11. I get a call tonight 3/10, and was told "well you didn't pay for it so we can't drop it off, they only charged you $304 so you still owe $2700". We paid in full and I had the receipt up until they called and said it was going to be delivered, and I threw it out. Do not ever buy from Ashley's. Customer service has you on hold for three hours, and sometimes you'll be connected and it will hang up, ridiculously long delivery time, and they don't bother to tell you that "you didn't pay for it" until the night before delivery. That could've been said long ago. They're awful and we will never go back. read more

Terrible customer service. They are only worried about making a sale. No energy is put to following up with anything. I was delivered damaged furniture and it has been almost year and still no resolve. Stay away read more

We fall into the category of people who have been duped by this crap store. We were sold on a due date of new furniture to go with the new house we just purchased. Like most on these reviews we were completely lied to by management and sales employee. here we are almost two months later and still no furniture. This place sucks, management sucks, sales staff is a joke! Customer service does not exist, we were offered a partial delivery on our items at no extra cost as a favor. Really your late on your promise and this is you doing us a favor please! I hate the fact that you can't cancel your order. We will never do business with Ashley again. Please people read the reviews and stay clear of this place! read more

While we had a great experience at the store itself the delivery process killed it for us. We had two salesmen Boris and Riyan and they were both very helpful and not too pushy! Made our purchase of a new mattress and bed was told delivery would be anywhere from 2 weeks to 6 weeks. Two weeks later got the call to set up a delivery time and that's where the process went wrong. They don't actually give you a time just a stop number. So we were stop 4 that was told to us via message but you couldn't tell she said STOP 4 all we heard was 4 so we assumed 4 pm. It was also said that they would call 30 min prior to arriving. At 8:10 am Saturday morning we got the call we are about 5 minutes out from your house with a delivery. Naturally we were surprised since we thought 4pm not 8am. The delivery guy that called was so incredibly rude to us, told us well since you don't have your stuff together to accept this delivery we will go do everything else and maybe we will have time to come back and you'll be ready then but I'm not going to promise the condition your stuff will be in after riding in a truck all day. Then he hung up on us. I'm sorry but wouldn't stuff be riding around all day in the truck if you were the last stop anyways? How are you going to say your not responsible for it's condition when that's your job to deliver it in good condition. We called the number that called when the delivery appointment was set and that woman was rude to us. How come you cant accept the bed now? You screwed up the time not us. When in reality what happened was the original delivery truck broke down so they dispatched two trucks out to divide the stuff up and get it delivered. The delivery guys we got put our stuff 1st so that made the delivery earlier than it should have been. Then when they arrived that same delivery guy continued to be rude. Are you ready for a delivery now or you want to just forget about it? First thing out of his mouth when the arrived. While yes I understand we screwed up the delivery time by thinking she said 4pm not Stop 4 there is no excuse for the behavior of the delivery driver or the lady that set the appointment up for delivery. They need to teach him some manners and change the whole stop thing to be a time frame. Expect delivery between here and here. So there is no more confusion. We will probably never shop there again all because of the delivery hassle!!! read more

Bought a bed from the Lubbock Store in August 2020. From start to finish, including delivery, this was ABSOLUTELY the WORST shopping experience I have EVER had!!!!! The salesman was pushy, he was not listening to what we were saying. THREE different times he went to get a 'manager' who then tried to get us to buy more than we wanted. After they got our money, we waited 2 1/2 months to get the bed, I could not get anyone at the store or the warehouse to answer my questions, or tell me where my furniture was or when it was coming. They also would not let me talk to any of those 'managers' who were so pushy to make me buy something, and I was repeatedly told 'Managers don't do customer service'. OBVIOUSLY! I finally went online to the Ashley company and did a live chat with someone, and 20 minutes later I get a phone call from the warehouse wanting to set up delivery. Who knows how long it sat there and no one was doing anything about it! When it was delivered, it was in good shape, but the delivery guys were the rudest I have ever encountered! I was trying to be friendly and smile, and I got attitude in return. I will NEVER NEVER buy from this store again! And if there was negative stars, I would use them! read more

Absolutely awful customer service and very sneaky salesmen. Didn't get half the stuff I ordered and had to call many different times plus make a few trips to fix the problems. Two weeks later and the problems still aren't fixed. Will never be ordering from them again. A company that is too busy worrying about making a sale that they forget the customer comes first. Do not waste your time read more