Ashley Store — Attraction in Lakeland

We just moved here to Lakeland, Florida and didn't have a couch. So, we asked our salesperson Mia if it can be delivered sooner but it wasn’t. The sectional couch arrived on 17 March, but we had a problem with the delivery person right away. We asked to put the sectional in a specific location and they refused. They didn't let us inspect the couch and they left in a hurry without asking if we were good. We wondered why he was in such a hurry to leave and didn't want us to see the back of the couch. We looked the couch the next day, found many defects with the couch. There are crooked seams everywhere, sectional pieces don't line up or her properly and has a big gap, cushions a big gap from couch as well, back piece sticks out significantly, one of the legs is lifted off ground an inch, frame of the couch and the sewing is crooked. We returned to the store within 2 days after delivery, by the store’s terms and conditions to notify the store within 3 days if d product is damaged or defective upon delivery. We went to customer service in the store because our salesperson wasn't there. We showed pictures of the problems and they kept insisting that there was a no return policy. My wife got upset and only then did they agree to submit our complaint to their customer care office. Then we were told that customer care would contact us within 24 hours. We never got that call after waiting 24 hours. We had to call the customer care office and we told them what happened and that no one has contacted us. They rescheduled to come on 28 March. Technician came and looked at the couch and agreed that there were a lot of problems. He offered to fix only one part of the seam. He wrote up the problems and wanted me to sign. We wanted to review it first. We saw that he had written up all the problems we told him and only then did we sign his document. Before leaving, the technician said that the supervisor would call within 24 hours. Again, no one contacted us after 24 hours so again we had to call their customer care office on 31 March. We spoke to the supervisor Amber B. who did not want to give her name at first spoke to us. She said we had to go through their process of first getting the couch fixed and that if they can't fix the couch then "maybe" we can get an exchange and that “maybe” if not an exchange then we'd have to go through another process to "maybe" get a possible refund. She said that she saw the pictures and read the report and she said she didn't see a problem with the couch. She said the technician said we were just unhappy with the couch and that he only reported one issue and that we refused to have fixed. We told the supervisor that that was false and that we even read the technicians report. He had written down the issues we wanted fixed so we don't understand how that happenedt. She also said we've been using the couch and that might be another reason we can't exchange or refund it. We told her we went to the store and told Ashley Furniture about the issue within 2 days of delivery! They are sending another technician but beecause of the many defects with the couch and problems and hassle we've been given by Ashley Furniture, we just want our money back. We're not happy with how we have been treated by everyone and was told from the beginning that they don't do returns or refunds. We didn't have a couch for 3 weeks and since we got it, we’ve had nothing but problems from them. Whenever we complained they didn't even have the courtesy to call us within 24 hours as they promised, several times. They never contacted us back on their own, we always had to call them. It just seems like they intend on giving us a hard time until we get tired of the run around they are giving us, by making us just through hoops and go through several different processes because they want us to give up.They should not be selling defective furniture to people. We feel that we should be entitled to return the defective couch that they delivered to us and get...

Three times we've been given a date(Nov.14, Dec. 1, Dec. 10) for a sofa to be delivered. This includes us speaking to people to confirm delivery date along with texts, chat and delivery tracking. Once date arrives no sofa is delivered. No one from the company calls to explain why and we must always call them. Multiple calls have been made including complaints and we've requested managers to call back yet no one does. Before purchase was made we confirmed with the sales rep that all items would be delivered before the holidays and the rep advised everything would be delivered before holidays began. For the November delivery date, we called in as no one reached out and was advised date changed due to the sofa not at the warehouse for pick up. This was the day before the delivery was due. No one called us to inform of the change and we had to call in. The December 1st date we received texts and a phone call to confirm delivery and even tracking. Once our house was skipped on the tracker, we called in again and was informed the sofa wasn't at the warehouse. No one from the company reached out. December 10th delivery date was given via our call in to the customer service line. We spoke with an associate on December 1st who stated the sofa was to be delivered to the warehouse on December 7th and then to us on December 10th. We received phone calls from Ashley confirming the delivery date. Which we confirmed and asked if it was actually going to be delivered due to this being the third time. Ashley associate advised yes and didn't see why it wouldn't be delivered. Day before delivery, we called in and we're told now it's possibly on January 15th but no one is sure if it'll be actually delivered on said date. This furniture was ordered and paid in full on 8/29/20. We ordered a side table and matching sofa loveseat combo. We have only received the side table and loveseat. The sofa hasn't been delivered and no one can advise if it will actually be delivered. A case was opened in regard to Ashley lack of communication and lack of delivery for this sofa with their company. I spoke with an Ashley associate whom advised there were numerous notes about our calls dating back to October. She also stated that she personally had informed her superiors about the delivery issues but is still getting daily calls regarding them. This comment along with our experience leads me to believe the company doesn't care and is just accepting monetary funds knowing they can't deliver products. Also the company delivered the matching loveseat putting the consumer in a now difficult position. We feel we were scammed as we now have an unfinished set and no one from the company responds to our complaints. Basically Ashley has given us a partial order and has deceived us numerous time regarding the remaining order. We again ordered these items in August and its been over three months with little to no explanation from Ashley. Customer service advises the sofa is on backorder yet we receive all these calls and texts stating item to be ready for delivery. If the item isn't ready then why are we getting confirmation that it is? Where is the item? Overall we feel we've been scammed in purchasing an item that the company knew they couldn't provide yet accepted our purchase regardless. There is no reason why we've had to wait over three months and are expected to wait over five months. Yet there is still no guarantee this item will be...

This might be lengthy, but I am very displeased with the product and poor customer service Ashley Furniture has to offer. We just purchased a king bedroom set from them and when the delivery arrived the headboard was broken, so we decided to reject the order and have another one order, a few days later Ashley Furniture send the delivery for the second time and once again when the order arrived the left rail was cracked and the drawer was broken and once again we had to reject the order and have another one sent to us. Hurricane Milton passed so we had to wait Xtra time for the third delivery of our bed. Once the third delivery arrived, AGAIN we had to reject the bedroom set because this time it was badly scratched all over, the paint was coming off the headboard and side covers, so guess what... we had to reject the order for the third time and all of this times having to deal with customer care and the store directly but one would say something and the other would say something else. We requested compensation for all the mishaps and for having to waste our times having to wait for a delivery that has a specific date with a four hour span. I've had to cancel doctors appointments, have to rush home from whatever I was doing, well basically having to pause my life for Ashley's Furniture delivery to then having to reject it because the product was damaged. Then the fourth delivery arrived a month and 1/2 from placing the order and this time we along with the delivery guys, inspected the product and yes, it still arrived damaged but this time around we decided to accept the order because the dent was small and Ashley Furniture was going to send a technician to come and fix it. It took 4 deliveries, a month and a half waiting for our king size bedroom set to finally arrived but now the only compensation they want to offer us is "a delivery fee discount". We requested compensation and out of how many people we spoke in customer care, we were originally told that a king size mattress was going to be deliver to us for everything we went through (even asking us what kind of mattress we wanted) and a 50% discount on our entire order. GUESS WHAT??? Now, they are retracting from any of that because we have accepted the bedroom set and that our order is "closed". We have been doing nothing but being on the phone with Ashley Furniture customer care multiple times with multiple people and some calling themselves supervisors, also we've been on the phone with Ashley Furniture store directly multiple times in which we've been treated very poorly and with horrible attitude. We are the customers and for the high prices items the store has they are very quick to sell something, get the money but are very poor on fixing the problem and horrible at providing customer service. Also calling the customer liars when "all the calls are supposed to be recorded for training purposes." Ashley Furniture for sure has lost a customer and I will NEVER recomend anyone to purchase anything from them, we sure won't because the experience was very disappointing and we are very displeased with the quality of product...