Ashley Store

I don’t leave one star reviews lightly, but this has been the worst customer service experience I’ve had. It has been months of trying to get replacement castors for our ottoman because the wheels keep falling out. I’ve attempted to escalate to management several times and cannot reach a live person. The AI system blocks access to real support, which is incredibly frustrating when you have an unresolved issue. Delivery was also a problem. The crew was cussing in front of my wife and son, assembled the couch incorrectly with the feet sticking out at different angles, and left us with deflated cushions. The technician who came out later did not have the replacement castors and did not bring his own tools. He was polite, but the issue still wasn’t resolved. Sales was pleasant, but that’s where the positive experience ended. This situation has taken far too much time and energy. I will not be purchasing from Ashley again. If you do buy from them, I strongly recommend picking up and assembling the furniture yourself. Confirm parts are in stock before delivery. Learn from my mistake.

Buying experience was good. John Hart worked hard to make the deal work for us. The two missing stars are for delivery logistics. Both parts of our order came from Fort Worth to us outside of Tyler. We were promised the first part in days but then logistics pushed it back a week. John worked to get the order when promised. The second part wasn’t available immediately. Understood and agreed. After a month, two days before the prearranged delivery date, logistics moved it back five days just when a 4th of July party was planned. After talking to logistics, I was told that my complaint would be “moved to a higher level” and “I should keep my phone open.” I asked what that meant and was told that I would get a return call. Didn’t happen. I was told by the store that there was nothing they could do.

Very pleasant buying experience. Had looked at three other furniture stores…just couldn’t find the right reclining sofa. Found it almost immediately. Our sales person made it as easy as possible. Will be delivered next week - no 6-8 week delivery time. Thanks Ashley!

Amy Dollar was wonderful at Ashley’s in Tyler. She made the experience easy and was so helpful. Especially when it came time to get mattresses for my children. She thoroughly explained the differences of the mattresses and their features. She was very attentive, but not overly pushy which was very much appreciated. She made the process of furnishing my new home a pleasant experience.

We had an amazing experience with Amy Dollar! She was incredibly warm, caring, and never once made us feel like just another sale. She truly listened to what we were looking for and helped guide us to the perfect couch for our space. What really stood out was how she went above and beyond by reviewing photos of our living room and helping us find end tables that matched perfectly. You can tell she genuinely cares about helping people, not just selling furniture. Highly recommend working with her!