Update: after a very long phone call, early two hours. I finally got some hope... but it was just disappointment waiting to happen. I spoke with a specialist who promised to get me my full refund, just had to wait "3 hours max", the next day I finally got the text I was waiting for to tell me the refund was being processed and to allow "48 hours max" for it to process, that was 96 business hours ago.... And absolutely nothing. They were prompt to take my money and screw up my order, prompt to pick up their couches and for get to drop off the correct couches, prompt to refund which I didn't request but only a fraction of my money hoping I wouldn't notice. This is so insane. Let's just say, My only regret is that I can only spend one lifetime boycotting this ridiculous company read more

Ashley Store - Thai is the email I got randomly after they decided they were going to give me a refund instead of my the correct couch - Furniture Stores Near Me - Santa Fe, New Mexico

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I was advised to file a police report against this store and the manager Jason. What a moron. So fraqile The quy got mad for no reason and even thouqh I was nice to him refused to give me the name of the salesperson who helped me and sold me something she shouldn't have and refused to cancel and refund me I will never go back to this store. No phone number to call and check on order. Customer service is outsourced and horrible. Reporting to BBB. I will be contacting my credit card company to dispute the charges since I can't reach anybody to cancel my order. Your store is horrible I'I never ever come in there aaain and make sure anybody I know doesn't go in there either. The CEO of this company is SCOTT WANEK and after I file the police report for theft and fraud I will contact the CEO and anyone else I need to. No wonder Ashleys has so many lawsuits against them. Poor employees who are horrible at their jobs and basic customer service skills. Jason sits in a chair all day clearing doing nothing every time I've been in here. Now I know why. Useless. DO NOT GO HERE This store will never improve I'll never come here again. read more

I have made purchases at Ashley Furniture in Santa Fe NM and felt like I nevered received any discounts and pressured to finance the items. Some of our items were damaged. My overall frustration has been their lack of customer service. No hellos or how are you unless you have white skin. There are many sales staff walking around in the store but you as a customer need to ask for help first. I will no longer be buying furniture my Ashley Furniture in Santa Fe. They don't value the customer. read more

Do not do business with this location, they have hidden policies they don't tell you about and then products can't be returned even when they are still factory sealed. Customer service is also rude and un professional. read more

Such nice staff at this location and what a gorgeous showroom. The furniture and groupings chosen here are top notch and really super reasonable. Went in to see if they could deliver some pieces to Houston, Texas and sadly found out that the stores are not connected to each other because they are individually owned franchises. Nevertheless, the staff at this location is very helpful in answering any questions you may have about any of their pieces even if you're not placing your order in their store. So classy. If you're looking for affordable furniture, make sure to drop in, you'll find an array of styles from vintage, to farmhouse to leather and everything in between. I wanted to buy everything I saw :) read more

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After not receiving my order three different times as promised to me by the customer service associates, I decided to go back into the Santa Fe store to inquire about my purchase since the last associate told me that the sectional I ordered wasn't even in stock (as in not even made yet). After a few minutes of letting me stand at counter while he sat next to me not doing anything, the store manager finally asked how he could help me. When I expressed my frustration about the whole situation and having basically been lied to by the customer service associates, the manager of the store told me that there are more important things going on in the world than worrying about what to sit on. Oh thank you, Store Manager! I had no idea! But I'm not here to talk about tragedy in the world. I'm here to discuss my sectional and dining room chairs that I ordered two months ago. He then informed me that his mother-in-law is in the hospital. While I was sorry to hear that, if he wanted to play a sympathy game let's just say I would win hands down. But our personal lives had nothing to do with the professional matter at hand and his response about what I should be worrying about was downright insulting. He then informed me that the soonest they could deliver my items was September. SEPTEMBER. Very close to the June 13 date I was originally promised. And yes, I am aware that it's "just an estimate" however the sales associate told me it was already in the distribution center and that I was "in luck." Guessing I'm not the first person to hear that there. I wouldn't have spent the thousands of dollars at that store if I had known that I wasn't going to receive my items for another four months and that I was going to be fed a bunch of false information by "customer service" and then insulted by store management. Their definition of integrity as they promise on their contracts is far different from mine. And for the record, Store Manager, your job is actually to help me figure out what to sit on. Perhaps you're in the wrong line of work if you don't realize that. read more

Same experience as many others. Excessively long wait for items to be delivered, national customer service line has assured me three times in the last two weeks that the store would contact me to cancel my order, which I decided to do after hearing that my items wouldn't be available for another two months, putting our total wait time at seven months. But hey, they got their money right away so it sure seems like they don't actually care about service once they're paid. They continue to blame covid, but I've had plenty of purchases come through in the past year so how long can they use it as an excuse? Do yourself a favor and just purchase from Wayfair or Overstock and stay away from Ashley who apparently sell items that they don't really have. read more

I ordered a couch in June, and it is now November. Where the **** is my couch. No notifications, no communication. Extremely unprofessional. This entire business is going under. It is a furniture store with no furniture to sell. It's pathetic. Close down if you have no furniture. You had one job and you couldn't even do that. read more

Yes, don't waste your time here!! We have had same poor experiences as others reviews. Excessively long waits for furniture, no local customer service. You are forced to talk to call center where you are on hold forever and must call back repeatedly and recant your story over and over again. My husband ordered 2 small items months ago and they keep Giving him date he can pick up items And when he follows up they change date again weeks in the future. What is the hold up?? Absolutely awful place. Notice on all the store responses they never give you personal name or direct phone number to contact. They don't want to help or resolve your problem. Why is store response signed with initials?? Who are you? You're giving me a general email. Why can't we get help directly with a real person? No transparency, poor business model. And why should we have to resort to Yelp for customer service??! Be honest or shut down. Another customer Gone! read more

Bought a bed plus frame for $1200.00 two weeks ago. They scheduled delivery. Then called to schedule delivery because they didn't see original scheduled date. On the day, called to say bed was damaged, need to reschedule. Sigh! Finally arrived today with mattress and said, frame too complicated/time consuming to assemble. Seriously? You tell me now? Dropped mattress, took frame back to be assembled and with the promise to deliver it next week. Oh, and delivery guys tell me twice frame has been discontinued, not sure why that mattered. read more

I ran award winning retail stores for almost 50 years and pride myself on the service we gave to each and every customer; that is why it is important to document the rude and abysmal service I received in this store. I had never been in an Ashley store and am looking for a new chair. I was greeted when I entered the store, and then one of the salesman followed me and began harassing me for my name. I politely told him I did not need help, I just wanted to look and to please leave me alone, he persisted in following me and asking my name. When I pointed out the first rule of customer service is to listen to the customer and I did not want to engage with him he talked over me. At that point I turned to leave the store, which he found funny, another man came out behind the counter and kept repeating have a nice day. i asked for the contact information for their district manager and was facetiously told his name is "have a nice day". I can see why the parking lot was empty and there was no one in the store if this is common practice. I realize I am only one person who would not have spent a fortune in this store and so perhaps the company doesn't care. I was proud of my profession and the service we offered and not only was this rude and insulting to me, it was an black mark on service people everywhere. You can be sure I will tell everyone I speak to about my experience. Obviously the team in Santa Fe needs to go back to training in customer service. read more

Worst customer service. Don't go there. I bought a nice couch 9 months ago that came with a damaged cushion. They confirmed it was a manufacturing issue. I'm still waiting for the replacement of that 1 cushion! I'm seating on a brand new couch with a three inch hole in it. I've talked to many people both over the phone and in person at the store, and no one cares!!! read more

I ordered furniture at the beginning of June, I was told 8-10 weeks. It is now September 20th, for the last 3 weeks I have called to check on my order in which customer service says it would be delivered on the 21st of September. I call today to confirm it was still scheduled to be delivered tomorrow as I hadn't heard anything and customer service tells me it's now pushed out till October 29th due to a manufacturing issue. Yet last week on Thursday I was told it would be here on Tuesday 9/21. All of the other representatives have said it's due to covid and lack of workers and now it's because of a manufacturing issue? Maybe stick to a story next time. I'm so sick of Ashley's and their run arounds. read more

They only care about the sale. They don't provide any customer service throughout the process after the sale. I have been waiting for a status as to when I can expect to get my furniture since purchasing in February. During all this time since the date of my purchase I have never received an email, text or phone call letting me know what the status is. Every time I call I either don't get thru or they say they will call me back and never do. I finally got a manager today who said they won't know my status until August 25th but the date may change. So it seems I will never know my order status which means they'll never schedule for delivery. And not one single form of communication while I wait. read more

Save your money and time! I ordered my dinning set in June was told it would take about three months. It's now the end of November and no end in sight. I emailed Ashley's customer service as suggested and have yet to hear back. What a joke. read more

Update! Still No response from "customer service" and even though they're quick to respond on here you won't get the help you need in store, online or with emailing the link they provide... Stay away from this hell hole of lies! read more

I wish I could give 0 stars. Dishonest, straight-up thieves. I got furniture with them, paid in full, and they saved my debit card info and for several months secretly stole small amounts from my account hoping I wouldn't notice. After talking to them about it, they admitted that they stole my info and said they would reimburse me. But after a week of dealing with them, they made it apparent that I would have to jump through hoops and take weeks to get reimbursed. Again, AFTER THEY SAVED MY DEBIT CARD INFO AND CONTINUED TO RANDOMLY CHARGE ME MONTHS AFTER MY PURCHASE. Eventually I had to solve it by reporting it as fraud with Bank of America, and finally got my reimbursement from them. AVOID THESE DISHONEST THIEVES! THEY WILL STEAL YOUR PAYMENT INFO AND CHARGE YOU MONTHS AFTER YOUR PURCHASE! read more

Horrible service and business!!! Order placed on 10/10/20 and still not a single piece of furniture!!!! Please read and understand what you are signing before actually signing. Had a misleading and deceptive experience where I received 2 separate Ashley credit cards instead of just one. The rep was very comforting and just said "sign here, initial here, date here", my fault for trusting the rep. My credit was ran more then once, and now I have over $7k in ashley credit I don't need,nor want, when my purchase was only $3k. This WAS NOT explained to me and unfortunately a resolution could not be reached. My credit was still ran and now I have to deal with the impact. Will not recommend this store to anyone I deal with on a daily basis. Aside from this, my delivery has now been pushed back another month. Very unfortunate situation when everybody is struggling. read more

Do Not Buy from this company unless you have money to throw away. Misrepresentation and once you've paid, there is no local service and only corporate disservice. Do not expect what you receive to be the chair you selected after trying every chair and making a selection based on your physical and medical needs. And then if you attempt to use the now corporate "We Care" line, you can expect rudeness, no positive attempt to problem solve or any effort to produce satisfaction. read more

The saleswoman Karli was so awesome we went back a second time even though they rescheduled our delivery by a week the first time! We ordered a chest for our bedroom we weren't sure would fit the first go around... This delivery was an absolute joke! We were the 5th stop on a Friday our initial delivery was scheduled between 11:30-2:30... Then the time frame just kept growing! By 5pm we were the 7th stop. Not sure how that works. I called to reschedule the appointment at 5pm because we have serving jobs. The delivery guys called me at 6pm to tell me they were on the way. Today I get a random call from the delivery guy calling to make it right! I was super excited that they'd do that! They showed up and tried to deliver a mattress. So we had to reschedule for another delivery. We will try again next Friday. Again they'll make it sound easy but the delivery team will screw it up I promise! read more

I only write reviews when a company's service and performance goes above and beyond. I was fortunate enough to stop by on the 4th of July weekend and had an amazing experience purchasing furniture from this store. From our salesperson Jerome, to managers Bryan and Jerry, we couldn't have asked for better service. They treated us like family and were extremely professional and caring. I can't say enough good things about them and our experience. read more

Great service and a nice selection of varying styles. Good quality for trendy, carries some excellent pieces!

Went to a table and not one person asked if I needed help or checked on me. So left with no table and there was probably 5 associates that where sitting around on their phones. read more

Absolutely worst experience as a consumer I've ever encountered. I don't know how this place is still in business. I waited 7 months to get my furniture delivered. 7MONThS!!!! Don't call the customer service people. Pointless. I understand the times are difficult with covid and I made an exception for that. But then to take my patience over the boiling point, one of the delivery drivers stole property from my house while I wasn't looking!!!! DO NOT TRUST THIS COMPANY!!!!! Long waits for furniture. BUYER BEWARE. BUYER BEWARE. BUYER BEWARE. I'm not much of a yelper but this place is rediculous and everyone needs to know. DO NOT BUY FURNITURE FROM ASHLEY FURNITURE. When I called customer service about my stolen property the only thing they would do is transfer me to the warehouse people..... THE PEOPLE THAT STOLE MY PROPERTY!!! What are they going to do for me??? Bad business plan. Garbage company. I regret ever stepping foot into this "business" read more

very disappointed with the store ordered my furniture and I received no communication when I was to receive delivery. I called and was informed my product was pushed out another month with not even a phone call from the store. then I asked about trading out a coffee table that to big for my living area I was told no exchanges no credit new policy once I signed I was stuck with it. NEVER again will I do business with this company very disappointed read more

I don't find anything wrong with Ashley home store in Santa Fe. My sales person was Brian who was absolutely awesome! The trouble I had was with the financier Acceptance Now. They are as crooked as a Pinetree and dishonest. I financed my furniture through them for 90 days interest free. And my agreement it had three even payments of $239.66. I paid it off early and my last payment ended up being $305.38. A far cry from $239.66. They claim it was Delivery charge of $50 and $40 for usage. What crooks! read more

Thanks to Ashley Furniture Home Store and Marcy Rivera we have some awesome new furniture. Marcy is a great saleswoman; very professional and courteous. From now on she will be our go-to whenever we are in the market for furniture. read more

Ashley Furniture Homestore in Santa Fe will be my go-to for all future home decorating needs. Greg Holmes and Adam Santana are a superstar team when it comes to customer service. I walked in with an idea of what I was looking for. With few questions Greg expertly walked me through and pointed out key pieces that would meet my aesthetic. When I returned that evening with my husband to make the purchase, Adam took over to finish the sale while making sure Greg got the credit. Both sales reps were polite, professional, and on the mark with answers to questions regarding sales and package deals. We'll for sure be back! read more

My wife went in to Ashley to look for patio furniture and ended up getting an outdoor sectional, table, and a solar powered umbrella. We also ordered a patio swing for our backyard. We shopped around at different stores but in the end, the quality and price are what sold us! I can say my backyard is now just about complete! read more

I wish I too could leave a zero. I am so disappointed with time frame for furniture pick up. The people who work at the Santa Fe store are helpful but the company itself is worthless. I am not happy with how I was treated by customer service and will NEVER buy from Ashley again. I will also spread the words to my friends to look elsewhere. Do not shop here if you are looking to get furniture quickly. read more

I received a phone call from a representative at the local New Mexico customer service office. She was extremely helpful in listening to the whole issue that occurred with the order and the break down in communication on different fronts and honestly seemed to want to help resolve the issue, identify what could be improved, and prevent future issues from occurring for others. While still not completely resolved just yet because I don't have all of the order yet, it is getting there and should be complete soon (and I have higher confidence the logistical problems are unlikely to occur again). Fortunately, the distribution center received additional stock of the item and pushed up the delivery date to this Saturday (which I found out about just by coincidence calling the store again to try and prod them to deliver earlier). In any case, I do appreciate the customer service team reaching out, figuring out what went wrong, and trying to make things work better customer's future orders. read more

DO NOT BUY FROM HERE! I bought a sectional in the end of November of 2019. I was told it would be delivered by December 6. Delivery was delayed another week and we got HALF a couch on December 13th. The driver did not even deliver the couch to our house because there was snow on the ground so we had to meet them and pick up the couch ourselves. When we arrived the drivers said half the couch was broke .... sorry about that. And that we would be contacted for delivery. We were never contacted again. Today one month later I called to find out when they would deliver the other half of my couch. I was told FEB 2020!! Over two months after I bought the couch. I called customer service.... and said I want my money back so I can just buy another couch. But they will not give me my money back because half the couch is in my house. So I am stuck with half a couch and waiting to see if I get the other half. I can't even just go buy another couch..... Everyone from customer service to delivery was RUDE. NON apologetic and only offered to cancel the delivery of the other half of the couch. WHY would I cancel the other half when I am stuck with this half? OH to top it off I didn't know I was charged delivery for the couch when they didn't even deliver it to my house. So the store associate was nice enough to refund me the 129 dollar delivery fee. The in store associate was the only kind person I spoke to. She was the only person to apologize and not just blow me off. I will never purchase from this store again and I will tell everyone I can not to either. VERY UNSATISFIED!! read more

Last year we purchased a sectional couch through Ashley, it has been one of the worst decisions of our lives. Our second mistake was not going outside to watch the couch being unloaded. The couch was dropped and the frame was broken bad enough to cut through the fabric. We did not realize this until about two months after delivery when we tried to re-arrange our living room and separated the sectional to reveal a snapped piece of wood sticking out. We promptly called the store and they said they would send someone out. About a month later, we receive a call from the technician informing us he needed to reschedule because of a snow storm. I didn't think this would be a big deal. After this we were never able to get him to answer or return our calls again. We have spent the next year calling Ashley and being torn to shreds on the phone by their representatives. They also will under no circumstances let you speak to a manager, you only get to wait for a call back that never comes. They have blatantly told us that not only will they not honor the 5 year extended warranty we purchased, but they will not come to repair the couch that has now fallen apart and broken in at least 3 places that we can tell, one of them being their fault. They will also not refund the money for the defective couch, or the warranty that they will not honor. It disgusts me that companies are allowed to do things like this and talk to customers the way they have. I wouldn't recommend you buy so much as a stick of gum from these con-artists. read more

bought $7,000 worth of furniture, mattress was no good & they did not want to make it right! also couch material is falling apart @ the seems, sent c.s. pics, made so many calls to so many #'s but they just put me on on hold for incredible & ridiculous amounts of time & TRANSFER MY CALL ALL OVER THE UNITED STATES, no one calls back concerNing the faulty problem.I WILL NOT & would not recommend this store or its customer service. read more

After all the disappointment in finding the right bed, Erica, the customer service manager made things right for us and allowed us to get another bed. We kept the original bed, which will go to my 84 year old father. I was so impressed about how Erica handled this issue. My husband and I will be buying more from Ashley. Bryan Sipes, the salesman was happy to make the arrangements for the bed I ultimately wanted. Now we sleep on a cloud. read more