Ashley Store — Attraction in Daytona Beach

Here is the TLDR version of this review: Love the furniture we received, but hated the customer service experience we were given, and will probably never shop at any Ashley Furniture store because they don't recognize their faults.

Here is the full version of this review:

We came in because my husband wanted to surprise me with a dining room table, so I will be writing this review on his behalf. Basically, the surprise was ruined because the delivery men called when they were at our doorstep, instead of 30 minutes before like he was told (he received a call the day before the delivery, where the man on the phone confirmed with him twice that they would call him once they were on the way).

We ended up needing to email customer support, and I believe that the email details a majority of the problems we had, so I will copy and paste it for reference. Their email response is the nail in the coffin for us (screenshot attached). We were not looking for any kind of compensation, we wanted them to recognize the fault in their ways, and instead they gave us a copy and paste response not recognizing the issues we have pointed out. Here is our email:

"I want to start off by saying that I am not seeking monetary compensation for the product, and that I am happy with it and I am satisfied with what I have received.

My issue is with the service that surrounded me receiving the product and the poor customer service I have received since from the store and dispatch.

I also want to state that I at no point blame or fault Jak for the situation, but I do believe that he holds some responsibility for not opening the case on Wednesday (May 14) when I called about the issue and instead waited until today (Saturday, May 17) to do so.

The situation is that the dining room set was supposed to be a surprise for my wife and the timing of the delivery was an important factor in making sure that the surprise happened. Dispatch told me on Tuesday that the delivery drivers would call 20-30 minutes before arrival in order to give adequate time to prepare for the delivery. I confirmed with dispatch twice on the phone call on Tuesday about the 30 minutes heads-up before delivery, and he said yes, the delivery guys would call ahead of time.

Come Wednesday, the delivery drivers called when they showed up on my property, instead of the 30-minute window that was confirmed by dispatch the day before. This caused the surprise to essentially be ruined, which isn't the main point; imagine if no one had been home to receive them when they were already on my property with no one to let them in. Would they have left the furniture in my driveway? Would they have just come back later in the day? Both seem like inefficient answers. I understand that they gave me a time window of 10:45-2:45, but that 30-minute prior notice is necessary to get the house prepared for the delivery.

The next issue I have is with, upon airing my grievances with Jak and dispatch, both cases said that the delivery drivers went against company policy and that a case would be made in order to investigate further, and I would hear back from the company within 24-48 hours. Today is Saturday the 17th, and I did not hear anything back from Ashley Furniture, and upon calling the Daytona Beach location, I was placed on hold for over an hour trying to speak to someone in the store. I wasn't able to speak to someone until my wife showed up with her phone.

To summarize, my issue is that Ashley Furniture has overpromised and underdelivered. I love the product I received, but ultimately I would like recognition for the errors that have occurred."

If you compare the email we sent against the email response we received, I would like to point out that we 1) did not request for the compensation they are trying to deny us, 2) did not ask for notification of the delivery, he only tried to confirm what he was being told to properly prepare for the delivery, and 3) Ashley Furniture continues not to recognize where the mistakes were, which means that they will continue to do this...

My name is Gregory Rosenheck. Do not buy anything from this store. I am not a crackpot I will have pics to prove what I say.

on 8/25/24 I bought a Stern and Forster mattress. While in the process of buying one I had to go to the restroom and then the agents switched the frame on me. I thought I was getting a Stern and Forster Frame but after reading the specs on this one I said ok. I'll take the Frame they wanted me to take.

On 9/5/24 I sent e-mails to report that my Frame was Squeeking and the edge of my matress was starting to Sag.

On 10/18/24 ( Reason for long responsive delay was because I had to go into hospital) A tech somes out tightens up all the screws on the frame. The technicians efforts did not fix the problem. he says Afterwards I did the best I can with the frame. in regards to the mattress he said he sees something but it's not sagging enough for Warrenty ( please be aware i only had the bed from 8/25-9/5 which is 11 days. from the first time i reported it. A $2000 bed This is BS.

Whenever I try to contact the store I get Customer Service in veitnam, or china. I called to complain and wanted to speak to the store. when they transfered me I was told by the agent the store refused my call and the technician said problem with the mattress was customer use and my bed will not be covered under warrenty. ( after 11 days)

5 I immeditly went up there and spoke to Michelle. She said the store would never reject my call and she did sees the problem. However she is not corporate or the manager. She said send the picture and she will see what she can do. Even if she can't do anything I still think she's the only one who provided me some genuine concern and customer service. However this does not change my opinion of the company.

on the picture I provided below facing the wall look at the back left corner near the night stand

This is what I want I want a new mattress and bed frame and the old taken out. If they will do that I will take down this review. however please note everything in this review is 100% true

UPDATE. I tried to resolve it and now I want my money back. The night manager said I shouldn't been sold that frame, yet he won't declare my mattress a defect because the frame broke that the day sales manager sold me. Instead of giving me a heavy duty metal frame they wanted to sell me a bed set and wouldn't let me out of the store to researdh first. i was sold for an extra $500.00

The day manager won't declare the mattress a defect after 11 days because the tech said the impression wasn't deep enough. The night mananger said he won't make it a defect because it was the frame that broke the mattress. ( which they sold me) So now if I swtich the mattress they won't give m a 90 day warrenty on the new one. which is covered by store. The night manager gave ne $500 on a new upgraded mattress but when I orningally got the mattress it was on sale so it was close to a sale price or even exchange.

night manager promessed 1/2 off on the new wood bed ( which I really didn't want.) The 1/2 price never went on and I was charged $49 for a 10 year warrenty which I wasn't informed of.

Upon buying the new bed They wanted to do then and now instead of letting me go home to reasearch what I was picking out. I picked out a bed that was bareable, but later on from the reviews I found it was low quality. When I went back my sales agent had a rotten attitude with me by saying I felt sorry for you yesterday because I'm not working now you want a quality thing. He was also complaing that he was supposed to get off at 6 and stayed late for me to make me feel guilty. I asked him to stop with the attidue and he walked away without

Day time sales manager offered me to get the truck here and get my stuff and give me a 100% refund but it has to get approved. I want my refund and I never want to go into Ashley furnature store again and I would say avoid this place their sales people don't tell you everything then you get...

UPDATE: A huge thank you to Michele and the store manage for rectifying this situation. Michele, much appreciation for contacting my aunt and helping her.

I am sharing this for my aunt. PLEASE BE ADVISED of their POOR customer service!! After seeing what my aunt has went through with Ashley furniture in Daytona Beach, FL, I feel they took advantage of her due to her age, disability, and maybe thinking she would not share the information online, so I am advocating for her!

"I purchased a sofa, love seat and glider accent chair on July 27, 2024, that was delivered on August 8, 2024. With me being handicapped and needing to walk with a walker, I immediately went to the store as soon as the opened on August 9, 2024, to ask to replace the sofa for another love seat since I could not walk through my living area due to the couch being much larger than expected in my new home that I had just downsized to. The store manager told me the decision was up to headquarters and wrote up the request to exchange the sofa for another love set and emailed it to them.

Immediately the request for me to exchange the larger couch for a loveseat was denied. About a week later, corporate called and asked me to send pictures. I sent pictures showing my walker did not have adequate space for me to walk through.

I had to contact them on Thursday, August 22, 2024, to know what corporate had decided. They again denied me to exchange the furniture. I was told Ashley would not take back or exchange furniture once it was delivered unless it was damaged. The difference in cost was only $50, and no one had even set on it.

Per Ashely furniture return policy, “In order to receive the full amount of the refund described in this Return Policy, all item(s) must be:n new/unused condition”, so I am unsure why they are not working with a loyal customer for many years.

I put a cover on it as I told the store manager I would do and do not have any animals or do not smoke.  I realize I should have measured before I purchased it, but I really thought the furniture would fit in the area.

I had planned on buying a dining room set, but I will not purchase anything from Ashley furniture again. I have been a customer for many years plus I purchased a living room and two bedrooms from them ten years ago.  To me this is very poor customer service and people should be...