Ashley HomeStore

My family and I went in to this location, just to see what they had we were looking for couches. we were not greeted by anyone but decided to stay to see what they had. They had a deal that was like no other 14 piece living room set for the price we were going to pay for just couches. On this day the first man we talk to told us we can mix any of the 12 pieces. WOW great! so when we finally decided what we wanted. It was an 1 ½ wait, about two hour for the sales person to put in our order, he needed manager approval on almost everything he added. The manager keep walking away and took forever to come back. Then another hour in another room, the nice man that we first talked to came back and looked at what the sales man did and said he will help us.(turned out he was from corporate) He fixed all the problems they did like gave us our 5 piece accessories instead of 3. Then Delivery took 3 weeks cost us $ 119.00 which you have to pay up front. Delivery guys were great 5 stars to them they set up the couches and the 3 tables.
TIP: open all boxes and make sure all parts are there. Our lamps only came with the base and shade ummm how do I connect it and the box states it come with directions. called customer service they didn’t know anything she told me she doesn’t think it come with instructions, the box says it does. She told me to call the store the store told me I would have to take it back to the store 35 minutes away so they can order me a new one.
Short story:
Does a great deal make up for:
Low staff
Horrible customer service
And spending ½ a day just to order furniture.

Such a bad experience. Waste of time & money! Don’t go!!!

HORRIBLE CUSTOMER SERVICE!!! I don’t even know where to begin… When we (my hubby and I) went in to look, we told Francisco (Jose) that we wanted a sectional with a rocker or lounge chair. We looked thru all they had in the catalog and on the floor and surprising found something we liked on their showroom floor… and it was something I hadn’t seen online so decided that was what we wanted. They had some stationary chair that didn’t match the sectional sitting on the floor, I asked if that sectional had a matching chair because I didn’t like the one they’d put with it, Francisco said he would check… after checking he said NO, I’m sorry but there’s no matching chair. We were bummed but decided to sit there another 2 hours looking at other chairs on the floor, in there catalog and online… needless to say, we couldn’t find anything that we loved. So we ordered the sectional, along with a coffee table, end tables, a server and entertainment center!!! I must also point out that they were extremely short staffed and I could hear them saying someone was a no call, no show and they had just hired someone new and every time the phone rang the «new secretary» kept trying to pull the manger off the floor for complaints… (that should’ve been a tell tell sign) and he kept shrugging her off, telling her to take a message… Anyhoo, after placing the order my husband and I left. When I got in the car I decided for kicks and giggles to put the item number in Google and long and behold what pops up… MY CHAIR that I was told didn’t exist and the reason I wasted 2 hours of my life looking for another! I immediately called because by then we were already on the fwy and exhausted from being there 3+ hours… after several phone calls with no answer, I finally got someone that but Francisco on he line and I explained how I’d found the chair online and was upset from all the time we had wasted. he said he didn’t know why he didn’t see it but that if I wanted it, I needed to come back… Umm, why!?? By then I was home, which was 35mins away… Add it to my order and call it a day! He said he couldn’t do that so I asked for a Manager! Long story short and a ton of FRUSTRATION, Manager added it after and I was given a delivery date 2 weeks out… Day before furniture was supposed to be delivered and NO CONFIRMATION CALL, NOTHING so I called them. they said they could see my order but that it hadn’t been assigned to a deliverer so there was no time frame to be given, call back that evening right before closing… umm ok! Called back and still hadn’t been assigned! Called first thing in the am because I’ve cleared my whole day just for this furniture… still NOT ASSIGNED and I was also told that they don’t deliver in my area on Tuesdays. WHAT!!! She was sending an email to warehouse to see what was going on… so now I sit here with a total wasted day waiting for a phone call back (that I’m sure wull NEVER come) to say when it will be delivered! ASHLEY CUSTOMER SERVICE STINKS!!!

This place is ok. There is a bit of a selection to choose from but depending on what your needs may be and what you’re looking for. We were looking for a sectional. Many of the cushions are attached to the sectionals, which is what we did not want. We ended up getting a couch elsewhere. This place, however, is worth checking out anyways. They always have sales going on apparently.

Do not buy from this store. You will regret it. They delivered three couches. One was torn and they asked us if we wanted someone to come over to fix it. We realized the quality was pretty bad and we didn’t want the couch. They DO NOT offer customer service. I’ve called them every day since they took the couch back trying to get a person on the phone. They are in the process of being acquired and as a result it sounds like the customer experience is even more of a mess than it would normally be. It really seems this company only cares about money and nothing more. I will need to report this interaction with them as fraud, because if a company sells you something that’s broken and disappears afterward (and still have your money) well that’s fraud. I honestly hope this company goes out of business because they are scamming customers and getting away with it. The CEO is not on LInkedIn and I don’t blame him. That way he doesn’t have to face any unpleasant customer review – and these reviews are ALL OVER THE INTERNET. I really wish I had not taken a chance on this outlet store. You’ve been warned!!!

This company deserves negative ratings. We are going to file a complaint with the better business bureau. Although the salespeople were friendly, we had so many issues with delivery and services to actually receive the furniture we paid for. The initial delivery date was incorrect and they never called or showed up. When they finally came the FIRST rescheduled time, they brought the wrong box springs, our media center was missing pieces, and they brought the wrong coffee table. When they came the SECOND time, they didn’t have ANY box springs to exchange, and wanted to take our old ones (excuse me, where are we supposed to sleep while you guys attempt to give us what we paid for) oh, and they didn’t have someone to put together our media center. The THIRD time, they finally brought the correct box springs but no correct parts for the media center… They brought a children’s bed frame to screw into our media center (WRONG!). Luckily the delivery guys just jimmy rigged the media center together. When we tried to call customer service, the manager (who will go unnamed for now) did not return our messages. We still have not received a refund for our coffee table or delivery fee. The only thing she offered was 30% off our next purchase. What a hilarious thought. After this horrendous experience, why would we ever purchase anything from them. I’d pay anyone 30% of their bill NOT to shop here. STAY AWAY from this business.

I could go based on the Salesman Service Mr. Thomas and he would without a doubt get 5 Stars. But our nightmare started when the District Manager Trent got involved in the sale. Apparently it was Mr. Thomas first day there and when he went to ask Trent for assistance to enter our purchase in the computer he huffed and puffed, saying What you dont know how to do it? Mr Thomas politely said «No Sir» and Trent Responded with a «Sit down. Grab the mouse. Click here. NOOOO not there. Nooo Go back. Oh man Let me do it.» I turned to my husband and said Im about to walk in there and let Trent know we can hear him. He continued to raise his voice being extremely condescending, So I walked to a young lady and said We can hear your DM can you inform him we as customers dont appreciate that, she walked away and said Oh its cause it’s the New guy.
Long story short, Trent did our order (D.M) we walk out and after they daid we would get a call in 2 weeks. They called me 3 days later wanting to deliver and I said No I dont have keys to our new home. Guess what they claim they still showed up. SMH. We reschedule only to have them deliver 2 right pieces to a Sectional. I called that tuesday as I was having a House Warming that weekend they promised to deliver on Saturday and NEVER showed. They call Sunday saying they would deliver monday and Monday they Send out a Technician.. Yess a technician lol. To fix WHAT??? I call Ashleys and they had no idea and apologized. Reschedule again for Wednesday Only to get a call early morning saying they were mistaken my other piece was In Los Angeles. Then 5 minutes later another call confirming Delivery in 30 minutes. So I call once again LIVID as you can imagine and John claims he will fix it and its 2 weeks later and Ive yet to hear from him. And ALL THIS was their District Manager fault. Maybe if he would have taken the time to teach his empoyee and guide him versus being a jerk my order would have been correct. Needless to say after a total of 27 yes 27 phone calls They delivered the correct piece and still waiting on Compensation. This Location SUCKS. Management has yet to call and simply say Im Sorry. Take your business elsewhere. In total I spoke to Trent who refused to take responsibility for his mistake. I spoke to John asking if I could get Trents bosses Name and contact info and he said He doesn’t have one. I said so you mean to tell me there’s no Regional Manager? (Later I found out Gary is RM .humm go figure) He said the owner is next in Command. So I said ok then give me his email so I can contact him. He said no can do Ill try to fix this.

I went in earlier this year, on a Saturday afternoon, as I walked in there were a few salespeople in the area, however none paid any attention to me. I looked around for a while and saw a few things that I liked, but as I didn’t appreciate not even being acknowledged, I decided they didn’t need my business and left.
Recently, I saw their current promotion on TV and I’m really need of a new couch, so decided I’d give them another try. I’m glad I did. We went in yesterday evening, this time as we walked in we were greeted and acknowledged by a simple hello, nod and smile. Not long after looking around Mo came over and offered his assistance. He was pleasant, friendly, professional and patient. We really appreciated his customer service and humor. We ended up leaving with not only living room furniture, but bedroom furniture too. So keep up the good work Mo!
The only thing we didn’t like was the lack of privacy when completing the online application.
If you decide to go into Ashley Furniture, make sure you ask for Mo.

«OUTLET» IS MISLEADING — BEWARE — HIGH PRESSURE — NO PRICING
This is not an outlet in the traditional sense. The atmosphere is reminiscent of a used car lot. They have a large warehouse with a lot of Ashley furniture. NOTHING IS PRICED. Items have a tag with the retail price and a big X through it. There are big signs that state, «No reasonable offer refused!» Coming in you will be immediately greeted by a commissioned salesperson, eager to sell you something. Trying to leave someone will quickly chase you and try and get your phone number, if they can’t get you back in to buy something.
TL;DR
* Commissioned salespeople — high-​pressure sales tactics
* Not a real outlet — «clearance» pieces sold at a high margin and aren’t really closeouts
Our story:
Stopped by to look at sofas. The salesperson, Mohan, greeted us right as we walked in and followed us around the whole time we were there. He was helpful, but on the pushy and overly friendly side. He told us a «joke» early on that didn’t make sense — something about different animals smoking, drinking, doing drugs, and ending with the lion «smoking all the marijuana»? He mentioned how he loves to tell stories so customers will remember him.
Found a nice sofa and recliner set on the «clearance» floor that we liked. No price was offered, instead it was more of a, «what would you like to pay?» Threw out a number for the set (about 50% of retail) and was told that would be insulting. He suggested an offer that seemed high. Was told there was a big hot shot manager from New York City in town for the week, his name was Mike, and he would get us the best deal. We were on a time constraint and had to leave after more back and forth, and on the way out he threw out a price that was LOWER than our «insulting» offer. We said we’d think about it and come back.
While away I looked up the pieces online and found the best online prices including delivery, setup, optional warranty, and tax. I returned and showed them this price, which was $ 150 lower than the out-​the-​door price they’d written up. I was given a lot of lines about how those could be counterfeit pieces, probably low quality, they don’t have a service department, etc. At first they offered to «meet in the middle,» but a few minutes later they said they would match it. There are two things that bothered me about this: 1) The online price was for a BRAND NEW set, and 2) being the manufacturer, I would expect them to BEAT an online price, especially for a floor model at an OUTLET center.
I was also told that local delivery would take 1 – 2 weeks, which made no sense to me. They said that they could not give me a delivery date, but instead a delivery company would call in a couple of days. When I mentioned coming by with a UHaul the next day it was highly discouraged by Mohan with (another) story about how his cousin had tried that before and it caused an accident on 580 and a thousand dollar fine by the CHP. Of course ruining the furniture he’d bought, too.
As I was discussing the price concerns along with the delivery/​pickup concern, the manager (Mike) yells across the showroom, «Mohan, wait, you can’t sell that sofa, we need it because we just sold this one over here and that’s one of our best sellers.»
Mike then explained to me that he couldn’t make the sale at all, because not having a floor model for that sofa would cause them to lose a lot of money, but would honor the price and replace that part of the set with a brand new piece. But it would take a couple of weeks to arrive (and then, likely, a couple more weeks to deliver — god forbid we try and pick it up!). At this point Mohan had disappeared and was with another customer. I stood over near him for a minute to see if he’d break away, but he didn’t. I walked back over to Mike and let him know that Mohan was busy with another customer. He stares at me blankly, «Yeah?» I tell him I’ll have to sleep on it, he quickly puts out his hand to shake, «Thanks.»
What a waste of a time.

One star for Phillip and his lovely demeanour on the sales floor.
However, the «gentlemen» who arrived to deliver our sofa and love seat refused to even attempt to bring them in the house. They said they wouldn’t fit. They did not measure the furniture or the multiple entrances, they simply said they won’t fit. When I asked them to please try, the refused and took them back to the store. I called to get a refund that day. TWO WEEKS LATER, many phone calls to the store, customer service and accounting departments and I have yet to receive a refund. I am sitting on hold as I type this review, waiting for my refund to be processed, because apparently I am now a baby sitter for useless and lazy sloths who believe their time is much more important than mine.
My fault for wanting cheap, temporary furniture for our den? Maybe. Asking to much to actually have that furniture delivered or be refunded if it cannot? I think not.

We suffered a bait and switch at Ashley Furniture Outlet, either inadvertent or on purpose.
Money was tight last year so my husband and I came to Ashley Furniture Outlet to buy a couch. We saw a gray-​green 3-​section couch that was priced $ 999 or something like that as the «Manager Special», and decided to get it. What was actually delivered was a couch that LOOKED like the one we sat on, but the materials were of much much lower quality. I’m not talking just the fabric, I’m mostly referring to the foam inside the cushions. I’m a bit of a «Princess and the Pea» when it comes to this type of stuff (see my review of my wonderful loveseat
), so immediately after the Ashley couch was delivered I knew we had been duped.
All sales final. Live and learn. Don’t buy from here if you expect what you see in the store is what you actually will get.
The sales lady we dealt with was nice at first, but became a bit sour after we turned down the furniture protection insurance. She tried the hard sale, telling us customer service would come out and fix stains if we spilled food or our ink pens poked through our pants and ran on to the cushions, patch cigarette burns, animal scratches, etc.
The free shipping offer was also a bit deceptive. As I recall, the deal was free shipping on furniture over $ 499 (or something like that). We bought a 3-​section couch that had a chaise part on one of the sections and the support for the chaise was counted as a second piece of furniture, ergo we did not qualify for free shipping and had to pay $ 99.
Overall, a shoddy experience, and when we save up enough money we’ll be buying our furniture somewhere else.

I have been Unilocaling since 2006. One of the many things I love about the Unilocal Community is leaving honest and positive reviews and tips. But there are businesses and people who prevent such joy. On Saturday February 28 my wife and I went down to the Ashley Home Furniture Outlet Store to purchase a couch. We read about Ashley on Unilocal and there were both positive and negative reviews. We decided to forge ahead and purchase a couch. We found one that we loved and paid $ 531.36 with a Visa card. We were told that the couch would be placed on order, assembled and then put out for delivery or pick up by us. We were told that it would take 3 – 4 weeks and we would receive a phone call when it was ready. Well we waited and called Ashley after 3 ½ weeks. Here’s where it gets bizarre. My first contact with management said he couldn’t find the couch. Then he found the order. The couch wasn’t in the warehouse or on the sales floor. He promised to look into it and get back to us. We waited and waited. No return call. So I called back and asked for management. He said he was still looking into it. I told him that we wanted a refund but he said he knew we were upset so he offered us free delivery if we just waited. We agreed.
Well I’ll sum it up from here. After several promises to call us back we NEVER RECEIVED A CALLBACK! We made several more calls. After much disappointment we cancelled through Visa. After our cancellation of the payment to Ashley a week later we received a message stating an update of our order (this must have been the home office). I called them back and let them know that this was the worst purchasing experience ever! By reading other reviews I see that some people had a positive experience buying at this store. I also see that others didn’t. I LOVE to write positive reviews.
But I cannot with the Ashley Store in Oakland. Please be careful purchasing there. I do wish you a better time shopping at Ashley.
I read in another post «BUYER BEWARE»!
I share that statement. Let’s be careful out there!

I had been here a couple months ago and had met with Lorenzo, he was really cool and polite (I would find out later, He has now moved on to another store :-))
After reading all the negative reviews above I was very apprehensive about having a good experience here. I walked in with my kids to look around and see if the vibe motivated me to finally make a purchase.
After finding out about Lorenzo I walked around a bit and ran into Phillip. He was like a God send. His warm smile immediately gave me a breath of relief. I thought to myself «maybe there is hope». He was helping another customer and promised to get to me shortly. He reassured me at least 3 times more just so I would know I was not forgotten. I really appreciated that.
When he got to me, I explained my goals and what I wanted. (By the way the couch I wanted was not on the floor anymore :-(as soon as I told him where it was, he new it by name immediately) (Double thumbs up)
He directed me to Megan who was very informative and explained the finance process to me. All of the policies are not completely clear but she definitely was patient and gave me a clear understanding.
I don’t do too many reviews, But the fact that my kids got in the Car and said «Lorenzo was cool, but Phillip was GREAT!!» Was the icing on the cake.
Everybody does not have bad experiences, and no business is perfect. Unfortunately we tend to speak on the negative more then the positive in this world. Even if my furniture does not get here on time. The customer service made up for it. KEEP UP THE GOOD WORK GUYS!
Coincidently on my way home I saw a sign that said «F@*K Unilocal Online Mafia» Not my personal opinion but it kind of made me giggle. We can’t dictate our experience by a few bad experiences. Take a chance it might end up ok after all…:-))

I will never shop /​recommend shopping at Ashley furniture! Megan is just rude, condescending and unprofessional. She probably fired Stephanie (who was ok), and help to hire the next idiot! Anyway, I wrote the corporate office, blasted Megan, and attempted to get a full accounting (no response).
The furniture is awful quality, the chairs have broken twice! It’s been a horrible experience. I can’t even go on … Caveat Emptor!

We happened to be in the East Bay and realized we were near an Ashley Furniture store so Google here we come. The store has ample parking across the street.
Inside you’ll find the typical, semi-​crowded layout with a good selection of furnishings for all rooms.
Our search began as we wandered around the vast showroom looking for new living room, bedroom and dining room furniture. It was then that we were warmly greeted by LORENZO JONES, our sales consultant.
Lorenzo was knowledgable, insightful, helpful and very, very patient. He even helped us rearrange they displays so that we could compare different items side by side!
After we made our selections, Lorenzo helped us put together a great deal and worked out all the details. So if need furniture, I strongly recommend you to head over to the Oakland Ashley outlet but – most importantly – ask for Lorenzo Jones, he’s the best!

My partner and I recently removed into a new apartment and initially just went in hoping to add some pieces to the furniture we already had. When we walked in, we were greeted by Phillip, a very nice salesman and told he would help us if we needed it. After seeing some amazing deals we couldn’t help but look around. The furniture in our current apartment is Ashley Furniture and has lasted for nearly 10 years so with the prices we figured it was time for an upgrade. We were able to completely replace our living room furniture with a great sectional, rug and a table set, get a flip flop (futon like convertible) and a brand new pillowtop mattress. They even swapped out some pieces that were placed with other furniture because we liked how it looked. We purchased the furniture and it was delivered 2 weeks later. the delivery guys were prompt and didn’t damage anything.
I wish I had more rooms to furnish because I’d definitely go back

Unfortunately, I would not recommend shopping at this outlet or any other Ashley furniture location. I purchased a bed set from the company on 10/​11/​2014. At the time when I purchased the bed set, I was told by the store rep that a California King was wider than a King size bed. Luckily a friend educated me the next day, and it turns out that this is not true. So the rep made an honest mistake. I promptly contacted the store and they said they would fix the problem by ordering the correct rails for a King size bed and all would be fine.
I was called on 3 different occasions by the company to deliver the bed, with the wrong rails! I told them each time that this was a mistake by their company and that they needed to fix it. Each time I was told that they would look into it, and someone would call me back… no one ever called back to confirm the problem was taken care of. Each subsequent call was to deliver the wrong items.
So I tried to call them and be proactive in addressing the matter. I was promised yet again that I would receive the right rails with my bed set today. But of course, I called this morning and the rails still have not arrived. Now they are telling me to wait until next Tuesday.
The lapse in customer service after I have paid for the product is appalling. I would not suggest buying anything from this company or any outlet because you will have to call their corporate 800 line to get help, and all you will receive is the run around. I paid in full, and 3 weeks later — no bed set. Why should I keep waiting? I am requesting a full refund this afternoon. BUYERS BEWARE — this appears to be a trend.

Staff is friendly and nice… but I’m sorry to say incompetent. I really don’t like to write a negative review, but here’s what happened:
I went into the showroom yesterday and agreed to purchase a sofa for a discounted price. I completed the sale and had everything ready to go. I knew I had 24 hours to cancel, so I went home, discussed with roommate, and did some comparison shopping online. Another retailer, Living Spaces, was selling the sofa for $ 200 cheaper, so I called to cancel. When I told this to Ashley Furniture, they said they would come close to offering me the same price. I returned to the store TODAY so that they could refund my order and offer me the new price.
I just received a call from the District Manger (perhaps Mark?) saying that Ashley Furniture in Oakland had made a colossal mess of the situation and was not authorized to give me the discounted price. He said that in order to get the price, it was going to be the floor model. He wanted to make sure that as a customer I had been made aware that it was going to be the model. The answer to that is NO. Since Mark went to such efforts to describe the incompetence of the other store, I was flabbergasted that he made no offer of restitution. I asked whether they could give me another $ 50-​$ 100 discount for wasting my time, but he said no.
I understand not wanting to let go of a couch for a price they weren’t happy with, but I have NEVER heard of a store – even a discount store – reneging on a deal that was signed, in writing, and authorized via credit card. I’m glad to know that I was going to be getting a the floor model… but I’m left feeling as though the store owes me restitution.
So, I’m going to buy the Ashley Furniture piece from their competitor. This has wasted my time and it seems like it’s a lose-​lose scenario for the store all together.
Get your act together, guys.

Do not believe anything that they tell you, if it is a verbal quote they will not honor it. I was looking for a chair and a half, told that they did not have any in stock. They directed me towards love seats that were not sold as part of a Sofa, Love Seat, and Table package. So the marked price was not the best price because they are difficult to sell. The Manager Eric Daniels was brought over by the sales rep, who quoted me a $ 399 price.
Since we had just begun furniture shopping at it really wasn’t what I was looking for, I told him I would think about it and took his business card. That was Tuesday, I went back on Thursday and he had a few days off and the person on the sales floor could not give me that price without a Managers approval.
So on Saturday when he returned he said that I must have misquoted him? That the Love Seat was already at the discounted price and he could not honor the quote. So be careful of the shady dealing! Get everything in writing and hopefully they will honor what they say, but you never know that still might not be enough when dealing with shady salesmen!

HIGHLY Recommended! Even if you are from the far east bay area I suggest taking the drive to this store over the concord location.
This showroom is much smaller and only a portion is «Outlet» they also carry the regular Ashley line (s) and do a lot of catalog ordering.
ASK for Darryn (I think this was her name). She is a highly professional young woman and took care of us to the fullest extent! She was very knowledgable about her product (s) and was an absolute blessing to work with.
We had an idea of what we wanted from visiting the Concord store a couple days earlier, but ended up spending double on a different option that we were not even aware that the company had! We went from «settling» for something to finding exactly what we wanted and that was near impossible considering my husband and I had two very different ideas of what we wanted.
Can’t say enough good things about this location and Darryn. Great experience with them.