I am a Veteran and a repeat customer of Ashley Furniture, and what happened at the Victoria, TX location on 12/14/2025 was so unprofessional and unnecessary that I feel obligated to warn others, and especially fellow Veterans.
On 12/8/2025 during their Veterans Day week sale, I purchased a couch and loveseat. During the sale, the staff strongly pushed a 4-year extended warranty, saying that if I never used it, I would get the amount back as store credit after four years. I decided to go ahead and purchase it.
Four days after delivery, on 12/12/2025, I realized I wouldn't be keeping the furniture long-term. So, on 12/14/2025, I went back to the store with a simple request:
Refund the $150 extended warranty only.
No claims were made. The furniture was not being returned.
There was no wording anywhere in the paperwork stating the warranty was non-refundable, It was for product.
Where things went wrong and very quickly, was when I spoke with the manager Angela both on the phone and in person. From the start, she was cold, dismissive, and uninterested in helping. She immediately told me the warranty could not be refunded, even though there was nothing in writing to support that.
I told her I understood the furniture return policy, but I was not returning the furniture, only the unused warranty. She refused anyway.
When I pointed out that I was a returning customer, and a Veteran who was simply asking for a reasonable refund, she shrugged and smiled as if it didn't matter. This discussion was done in front of her employees, which made the situation more uncomfortable and embarrassing.
I asked for her supervisor's name and contact information. She gave me his name but refused to give the phone number, saying he had a "corporate phone" and wouldn't answer an unknown call. That alone raised red flags. I then called the Corpus Christi office and spoke with the receptionist Tabatha, who was professional, kind, and helpful and she relayed the message to their regional manager.
A few minutes later, Angela called me back acting differently and asked why I no longer wanted the couch. I explained why and that I would be purchasing another one soon, and she said If she had known that she would have offered me store credit of the warranty for future purchases. I repeated that store credit was not acceptable and that I simply wanted the warranty refunded and stated that she had been unprofessional and did it in front of her workers and I worried she would be this way to other veterans in the future.
What changed her attitude, and it's important for owners to know this, is that I requested for her to correct the situation within the next two hours or, I would take the matter to small claims court. I made it clear that her employees, who witnessed the entire interaction, would likely be called to testify and that she would have to explain her behavior, the lack of a written policy, and her refusal to provide her supervisors contact information to a judge. She made me aware that Ashley was a tight family and she had been working there for 18 years, I guess insinuating that the owners would support her conduct or actions and we ended that call.
A few minutes later I received another phone call from her again and she told me that she would go against company policy and might get in trouble but she is going to request for me to get the refund and I could go by next week and pick up a check. After that, her regional manager finally call me and said he had already told her to refund or credit me for the warranty.
This entire ordeal, the disrespect, the cold responses, the embarrassment in front of her employees, and her refusal to help, was completely unnecessary.
Message to Owners and Veterans
To the owners:
I strongly believe you are not fully aware of how your manager is treating customers in your name. The way this situation was handled does not reflect the professionalism of your other locations. You lost trust that day, not because of policy, but because of attitude, behavior, and dismissiveness.
To Veterans:
Ashley Furniture will gladly say "thank you for your service" during promotions, but this store showed how quickly that gratitude can disappear once the sale is completed. Veterans deserve honesty, respect, and transparency, not pressure sales tactics or dismissive treatment when we ask valid questions.
I have the funds to buy another set or more, that was never the issue. The issue is how easily someone else, especially a Veteran or any customer, could be disrespected or taken advantage of in the same situation. Was $150 of some warranty return worth the trouble and the loss of a customer, that is poor managerial performance. Any business minded person would tell you that you want returning customers; it was an idiotic play. read more
