Unresponsive regarding mattress warranty. After months of texts, phone calls, etc. providing photos as requested, communication was a joke. The store did not have record of my mattress purchase nor did the company. I provided all the purchase receipts and warranty paperwork, yet they refused to acknowledge my purchase. I was told by an associate that there had been a loss of records during a ownership transition, so I assume my purchase was lost at that time but the current Ashley Furniture did not step up to accept previous purchase or 10 year warranty. Absolutely no customer service and no followup whatsoever. I gave up due to lack of response from Ashley. No one seemed to know what to do about the situation, but one associate did confirm it appeared the mattress has significant issues requiring help from my warranty. We will never shop Ashley in Waco again. read more

I recently visited Ashley store at 5600 Bagby Ave. Waco, TX location and, unfortunately, had an unsatisfactory experience. While I understand that customer service can sometimes be challenging, I felt that the manager on duty today was not as polite or professional as one would expect. In particular, I was disappointed by their lack of attentiveness to customer concerns and their apparent disregard for customer retention. Furthermore, I observed some unprofessional interactions from the manager in duty with peers, which did not create a positive atmosphere in the store. As a customer, I believe in the importance of a courteous and supportive environment, both for customers and his staff. Their return policy is one of the worst ones Ive ever como across. Neither corporate nor the manager in duty at the store were flexible. We just received a piece of furniture that was ordered online by a store manager and when it was delivered, it was not what we expected. We couldn't reject the delivery and were told to call. Their web policy clearly state that if you are unhappy with the product, you can request a return. I HIGHLY recommend to check other stores with better services- both from the staff and product related. Save yourself a headache! read more

They have nice quality products but the customer service is terrible and they do the bait and switch to boost commission. Don't TRUST a place that has ASHLEY University in the back. Reeks of Pyramid scheme read more

The Bagby location in Waco,TX was an absolute shit show. I'm not gonna drag this out but do not ever buy anything from this company and decide you have to return it. An online purchase made at the store because the item was not on the floor and it was a different style, but per the manager, this item was good to go. We received the item and were told we could not refuse it but knew it was too small. Tried to return the item and even offered to just swap it out but neither corporate nor the manager on duty would help in any way. Basically going against their own " return Policy". Disgraceful read more

My experience at this location was not the greatest. I won't be returning but it is not because of the section or even a problem with ordering like some other people have had. It is because of the way too attentive sales people particularly this one young man that I forgot the name of. Essentially I was greeted immediately upon entering (that's completely normal) however after saying I was just looking around I could not be left alone, I did my perusal of the store and then was ready to leave only to be practically reprimanded by this customer service attendant for not needing anything at that moment. After explaining for the 4th time I did not want anything he began to get upset that I was not wanting to listen to what he had to say and kept repeating "I'm not trying to sell you anything" While I appreciate the fact that you will ALWAYS have someone to help if you need it, understanding the customer's needs does not always mean we need someone hovering our shoulder with every move. I would just ask that you guys wait until the customer reaches out instead of constantly checking in before the customer can even look around. read more

Came in to buy a dresser chest for clothes. My wife had purchased one quite a few years earlier from Ashley's in Houston. We were greeted by Mathew. We quickly found what we needed. There was quite a decent selection here but we found a great match for the rest of our bedroom set. He was very helpful and the price was quite reasonable. It took a few weeks to get it but it was definitely worth the wait. My wife's dresser has held up very well and I am sure this one will as well. The salesperson was quite helpful and polite. Really a very great experience here. read more

Ordered a bedroom set and mattress on June 1st and given a delivery time of 6 weeks for all pieces except the bed frame, which was given a window of 8-10 weeks. Everything but the bed frame was delivered on time and as expected. Two weeks ago was week number 10 and day 70 sleeping on our mattress on the floor. We called right then and were told the delivery had been pushed back to November - got told this was a mistake and that we would get a call back with a correct delivery date within the day. We never received a call. We called back last week and were told that Ashley could deliver a temporary frame to "at least get us off the floor" and that they'd call us by the end of the week. We haven't gotten that call yet. It's now day number 83 on the floor and I keep finding bugs in my sheets. Long story short, if you plan on buying furniture from the guys at this Ashley Furniture Homestore, go ahead and order 5 months before you think you need it, that is unless you like spooning with Jiminy Cricket. read more

Horrible place......... On July 9 my wife and I, along with her dad, uncle and brother visited the store. 3 bredroom set and a couch were purchaed. So it was about $3000+. Tony was very friendly, but he is a scammers. He gave us a delivery window on Aug 20-27. I called the 26th of Aug for a delivery status and was told by Tony that the date was moved back in Sept. I dug in to his new date info. The truth comes out. Tony received the info 2 weeks prior to my call. But yet he didn't even make an attempt to make a call on his end. I also found out that every Monday they get a shipping status update. These people don't care. They made their transaction and now its time to move on to the next guy. Its sad to say Ashley's has scammers working there read more

I'm giving a 3 star because we bought a nice sofa for a good price. I'm dissatisfied with everything else I've experienced with them. Do not trust any promotion they are handing out or giving away. My husband & I paid full cash for a leather sofa in November. The promotion they had, was a scratch-off. We "almost" won a nice mattress. I remember because as we were paying for sofa people at front were talking about it. We did win a choice from some nice prizes on a paper the salesman handed us. They were nice prizes. Problem...we were told to wait on an e-mail that will be sent to claim the prize. 6weeks later never came, called & was told to check e-mail in 2 more weeks. It never arrived. Called the store about 4 more times & was given several excuses. "I was on the wrong promotion & should have had something mailed, not e-mailed to receive the prize." Decided to give it one more try... Called the store in January & the Store manager did call me back that day, said she needed to look into it & would call us next week. That was 3 weeks ago. I thought if they can't honor a simple promotion, why to trust them to honor anything they try to sell you along with your purchase. Something to think about if they are selling you a guaranteed replacement etc. I guess part of me wanted to see if they were honorable in the promotion they advertised. They weren't. Don't fall for it or if you win anything have it in your hands before leaving store. read more

I was a bit frustrated that it took 8 weeks to finally get our furniture delivered. It was NOT the store's fault, common thing nowadays. The quality is good, let's face it....nothing you buy anymore is going to last more than 10 years anyway. Delivery drivers were very courteous. For mid-range furniture quality, I recommend them highly. read more

We came to purchase a couch and recliner. Knew exactly what we wanted and the estimated cost. Moses was our associate and he went out of his way to get us the best deal possible. He was patient and fair with us. We had a wonderful experience at this Ashley's and will be back. read more

My husband and I are new to Texas. We had moved from Southern Oregon and had decided not to bring our existing furniture. On August 1st., we went into our local Ashley Furniture store in Waco Tx. We purchased a full set of living room furniture. August 5th our furniture was delivered. The next day when sitting on the sofa and putting my legs on the ottoman, I was repeatedly bitten by a pest. As I was inspecting the furniture I also noticed multiple places on the sides and bottom of all the legs of the furniture that was damaged. The ottoman was not wrapped in the protective plastic as normal safety practice and the sofa was only half wrapped. With all the damage i suspect that this was returned furniture and resold to us as new. I have been working with their customer service department with no resolution to this date. My husband is a 100 disabled veteran and this is unacceptable to treat any customer this way. I requested NEW replacement furniture and for them to remove this safety hazard. We are eight days with no resolution. I will never shop there again. They are a multi million dollar company and they have chosen not to make this situation right. read more

Ordered a recliner online. It finally arrived. After having it only 4 weeks, it broke. Took several phone calls and echats to get help. The best they said they could do was to order the part and when it arrived, I could call and they would send someone out to repair it. They assured me the part would be there in 7 to 10 days . Well after 13 days, I called them again. I was told the part was on back order and it would be 1 to 2 months and that was all they could do. I called back and asked to speak to a supervisor. They said they could not do that.i asked several times. I said I would be hiring an attorney. Lo and behold about 15 minutes later someone called. He assured me that the part was put in the mail that day and gave me tracking number. So the first 3 people didn't have a clue what was going on. He said they would get someone right out. Well when I called to schedule the repair, it's going to be 35 days. Do not buy from this business. The furniture was lousy and the customer service is even worse read more

I want to personally thank your store representative "PAUL ". I was looking for recliner and he was able with his professional attitude and want to help is greatly appreciated. read more

Disappointed because their furniture is beautiful and eventually I will be getting all new furniture in my new home. I ordered couches in the beginning of August, and I know things are tough with COVID BUT customer service and letting your customers know your furniture is getting delayed not once but 3 times should be a must. As much as I wanted to wait I could not because of an event at our new home. Went to a new furniture store and got my couches in 3 days! read more

Was at this location a little over a week ago looking at theatre seating. The salesman was nice in the beginning, but when he found out we were from out of state he abandoned us. The couch we were looking at was just what we wanted, however we could never get tje salesman to return an help us, so we left. If you are in sales you need to be kind to all your customers or you miss out on a cash sale and a commission. read more

We purchased a leather set several years ago and also purchased a protection plan. We specifically asked our salesman about the quality of the leather. The set we had at home was about 16 years old and in good condition but we were tired of it. He assured us it was very durable and the protection plan would cover any issues. Fast forward three years, the leather is peeling on the areas we sit the most and it is not covered under the protection plan. Also, we recently wanted to purchase a mattress for a spare room because I was having surgery within about 10 days. The assistant manager waited on us and assured us we would have the mattress that weekend. When we did not hear anything, I called to check on the order and was advised it would be over 2 more weeks. So I cancelled the order. I went to Mattress Firm and got the mattress the following day. The salespeople at Ashley are not truthful and will not buy from them ever again!!! Run from their salespeople!!! read more

We bought a Living Room suit, a Bedroom suit for our son and a King size mattress with motorized frame for our room. It took several delivery attempts to get it all to the house and they needed to borrow my tools to assemble it. They didn't bring their own tools. The next problem was they delivered the wrong mattress. We called and informed them of the mistake and it took them 3 weeks to deliver the correct one. Unfortunately the new one they delivered was defective. Broken springs along one side. When we called to inform them of this problem, they tried to up-sell us on a different more expensive mattress. We declined and asked for a "non-defective" one like we originally ordered. Now they are talking 4-6 months for delivery. We decided we wanted to return the King size bed for a refund --- And Now The Fight Begins !!! read more

We decided to check out Ashley after looking at the "discount" furniture stores in Waco. My husband, my 6 yr old granddaughter & I went in & were greeted by Tony. He told us to come see him when we found something we liked. We found several sofas we loved. My granddaughter insisted that we go back to Tony so we did. He was extremely helpful, so kind & friendly, my granddaughter found a friend for life! We also met the mgr, Frank, who has been awesome. We got our new sofa today & we love it. Great price for quality furniture. We are taking grandkids to Waco Saturday & of all the places she could go my granddaughter insists on going to see her friends at Ashley. So we are! read more

I wouldn't recommend them unless you really need affordable furniture. I've used them twice. The first time, my dresser came in a torn box and was scratched along the front, and the bottom left drawer was broken. Also, my headboard had a large dent. I called three times before I finally got a response that it could be replaced. There was no sense of urgency in sending the replacements, and it took over two weeks. The second time, I ordered a dining room set which came with the incorrect parts. It's near thanksgiving, and now I can't have a gathering because I don't have a table. The in store service isn't bad, however the quality of the furniture and the responsiveness after a purchase is horrendous. I won't return for any other purchases. UPDATE: called to speak with a manager (day before thanksgiving) and never got a return phone call. Instead, I got a call from a 1-800 number telling me I definitely won't get a replacement before Thanksgiving (which I'm aware of by now, because it was about 4PM when they returned my call from 10AM when they opened) they offered for me to bring the incorrect parts to the in store technician to verify they were wrong. He also confirmed. HE WAS THE ONLY ONE THAT WAS COURTEOUS! He offered to let me take the correct parts from a floor model in order to have my set complete for Thanksgiving, which we obliged! read more

My husband and I had previously been to Ashley home store and had determined we would never set foot in it again. Because of the Fourth of July sale we tried to make an exception. Can honestly say this was one of the best customer service experiences that we have ever had and completely changed our viewpoint of the store. Juan gave us our space when we needed it, he gave us good options based on our budget and style and was very direct and honest with everything he said. Overall honest employee not out to get our money but to help us purchase want we personally were interested in. read more

They don't honor ads sent out by corporate. Not sure I can trust this business if they try to lure me in with an ad that can't be used. Very frustrating! read more

Ashley is my first place to shop they carry high quality furniture and lamps I absolutely love the furniture choice and makes of high quality. read more

DO NOT BUY FROM ASHLEY!!! They treat their customers like garbage. If you don't have issues consider yourself lucky. We have had to replace the furniture we purchase two times. We have had to take off work two times to meet the truck. Now they are giving me a hassle because of my replacement items. Instead of working with me, they are going to send a truck back to my house 100 miles to pick up the furniture and bring mine back....after they treated it like garbage as they threw it into the back of the truck. It seems like they are doing it out of spite. Terrible customer service. Beware. read more

Bought Furniture about 10 years ago, no problem only long wait for delivery, gave it another try before thanks giving, ordered an eight chair dinning room set, the most expensive one by the way, promised it would be delivered on time for thanksgiving, when came in one of the chairs was cracked, the two main arm chairs where sent without the arms (sent those back) and husband decided to order them online from different company (got those within three days) the broken one they couldn't replace right away they had to send an "inspector" to decide if needed to be repaired or replaced, we ended up driving ourselves to a "close" store (30 miles) to get a replacement. They couldn't offer a refund for the captain chairs so I ordered two accent chairs and a coffee table and stupid me still paid an additional 100 dlls to complete the order, its been two months since that and still haven't received those items. I could probably add more details of this nightmare but I wont lol. Furniture is beautiful not worth the trouble. Do not buy from Ashley store you have been warned!! read more

We purchased a dining room set (table and 6 chairs). The salesman wrote up table and six chairs on invoice come time for delivery. The delivery personal informed us that we needed to contact the Waco manager since they showed to deliver only three chairs. When talking to the manager he stated the salesman made and error and he was not going to stand behind it. He said he would sell us three more chairs and not charge delivery (delivery which we had already paid for in the first place). Tried to negotiate a price for the chairs for mess up like the other three chairs and he flat out told us that there was no way he was going to do that, We returned table and three chairs. So if you are looking for good communication and a manager that will make things right, do not go to Ashley Furniture in Waco, TX. read more

We had some problems with our furniture and an extended warranty. Unfortunately it took several calls to get in touch with a manager (the reason for losing a star in the rating), but Adam took care of our problems ASAP when I finally spoke to him. I'd definitely buy from Ashley Waco again. read more

We went in to view matresses and living rooms. They stalked us from the beginning. We asked to just be able to look. They repeatedly followed us around the place. The general manager came over to us after we sent the salesman away three times! My husband finally asked him to just leave us alone! He kept on and on about prices and what did we want!! It was a horrible experience! read more

Okay, first of all, they signed us up for a good deal, we signed papers, and then they call us back hours later, saying that they gave us the wrong deal, and we should have been offered one that's a higher rate. Second, our furniture was supposed to come in a month after the signing, and it's been 3 almost 4 months, and still no furniture, and they basically told us that they had the furniture there, but sold it to someone else.....this is by far the worst business I've ever dealt with. They need to fix themselves. read more

This is my first yelp review I've ever written because I had such a great experience at Ashely today. I went to Ashely today to get furniture for an apartment I will soon be moving into. Brad Lancaster immediately greeted us and took us around the store to show us options for the different pieces I needed. He was super knowledgeable about all the furniture, especially the mattresses and would make an effort to make sure pieces like my coffee table and entertainment stand would match and look good together. Not only did he help me find awesome furniture, but he worked with me and the finance people to make sure I had a good plan set up and had a low down payment. Brad rocks, so does Ashley Furniture. 10/10 would go again! read more

I went in to purchase a bedroom set my daughter picked out. I had to haggle a little over the original quoted price and the "new price" - but we did settle that. Although this states they accept credit cards, I was told they did not accept Discover. When I was about to leave she said "just a moment" and eventually came back and said they could take it??? The merchandise arrived 2 weeks later as expected, but upon getting it home, the dresser had damage on the bottom. I called right away and was told that Customer Service was not available until Monday AM. I called this morning and they asked for a picture. When this is resolved I will update my rating. read more

Happy we got the couch on time in condition but the payment plan is too much of an issue. Never got our monthly mail rate (which they kept saying was coming) ended up having to pay it completely off because it added a $30 late payment fee and because of that my husbands perfect credit score went down 60 points!!! Rediculous should of never happened now are money is tight again because of that couch and the payment set up terrible....but the guy in store was nice that's the only thing and the couch being delivered everything else sucked read more

Tony was a great help! Helped us pick out a perfect table...not too pushy. And th table was an excellent price!

My husband and I have purchased furniture from Ashley twice in 2 months. Both times sales reps were extremely helpful and knowledgable! Furniture came on time, and the delivery guys were great! Both times they have arrived before my 4 hour window began and... Always professional, friendly and helpful! We will always do business with Ashley! read more