Ashley Store — Attraction in Tampa

Update 2: The Ashley's leadership authorized giving me the loveseat for free. However, the soonest they could deliver was 5 days later. As of 18 Dec 2024, the loveseat arrived with punctures in the fabric and multiple dark lines stains on a seat cushion corner. The ottoman was stained with an orange stripe. Both of these pieces arrived in original packaging. The server arrived with a chip in its top. One of the dining chairs was wobbly. The sofa and chair & a half arrived without original packaging and were stained. I sent everything back. Ashley's has nothing in inventory covering the living room set until January. So, we were offered to cancel the order and move on. The store owner asked me to email the Solutions department around the time of the first attempted delivery. I never got a response. I did not attempt again because I trusted a solution had been found. Another important note, white wood furniture prebuilt at the warehouse and then wrapped in old, stained furniture pads until delivery seems counterintuitive to me...not what I would have expected from Ashley's. All my previous furniture was given to Salvation Army the day of the first attempted delivery. So, we are going to have to cancel my older brother's family's visit next week. I'm no longer able to be hospitable until we find new furniture that is in inventory. Update: Ashley's Sales Manager provided me with his personal cellphone number and has answered my phone call and called to provide an update. He showed my fiancée evidence that he, his General Manager, his Regional Manager, and his VP of Sales have been actively and regularly working with the warehouse and accounting to clear my previous delivery in the system to allow scheduling my delivery as soon as possible. He assures me they authorized giving me the maximum discount possible. He has assured me they will have Ashley's personnel in an Ashley's truck deliver the furniture. In the event the warehouse doesn't clear the return overnight, they have identified a work around which includes creating a separate order to allow for the uncleared previous order to eventually be voided when the return fully clears the warehouse. Older review: Ashley's reps in store were mostly fair to good. However, the delivery was a nightmare. They promised to deliver a full living room set and full dining room set on December 13th. Something happened, and they never notified us they couldn't deliver the sofa and ottomans. The 2-person delivery team showed up in an Enterprise Rental truck and were unprofessional in appearance and interaction. The driver/foreman was moving my loveseat via hand truck by himself with no one checking in front of him. He was pushing the loveseat through my row of bushes, answered his phone, was discussing an upcoming lawsuit, and bumped the sofa into my door frame stucco to help him know when to stop, backup, and stand-up the loveseat. The white cushions were soiled in at least three places with 3 smudges, possibly from dirty hands. At least one of the chairs was wobbly. The dining table top was delivered wrapped in furniture pads, as if it wasn't new. The foreman was not responsive to feedback without repeated statements and finally raising my voice. I sent all of the furniture back and asked for new furniture and new drivers in an Ashley's truck. The Sales Manager nor the General Manager were prompt in scheduling the next delivery nor calling. The next day I waited until 1pm to hear from them. Because they knew I gave my furniture to Salvation Army and hadn't called, I canceled the order. No door frame protection, no floor protection, just a quick let me...

Worst Experience Ever – Save Yourself the Hassle and Shop Elsewhere!

I purchased a new coffee table from Ashley Furniture, and I can honestly say this has been THE WORST customer service experience I have ever encountered. I picked up the table from their warehouse on January 31st around 2pm, brought it home, and as soon as I unboxed it, I noticed several black marks all over it that looked like mold. I was immediately frustrated and reached out to their warranty department. I sent in pictures and opened a claim, and they assured me they would call back within 48-72 hours. That never happened.

On February 6th, I called again to request a return and refund, and that’s when the real nightmare began. Despite purchasing the item in-store, I was told to contact the warehouse for the return. I spoke with Michelle at the warehouse, who then informed me they couldn’t process a refund—only store credit. She told me I needed to reach out to the store for the refund. So now, I’m wasting hours on the phone trying to resolve a $400 coffee table issue, and still, there’s no solution in sight.

The store manager even had the nerve to tell me that the black marks were part of the “design.” They then tried to blame me, saying I should have inspected the item more carefully before picking it up from the warehouse. Really? So now I’m expected to open every piece, inspect every part, and somehow put everything back in its box without it getting damaged on the way back? Unbelievable.

I also tried to be reasonable and offered to deliver the table back either to the warehouse or to the store where I originally bought it from. At this point, I just wanted a simple return and refund. However, the representatives I spoke to seemed more interested in getting rid of me than actually helping. One person, either from the store or the warehouse, outright refused to provide the necessary information and instead told me that if I brought the table back to the store, they would call the police for “dumping” the item. I couldn’t believe it! This was the most absurd and rude response I’ve ever received.

I’ve also attached images of the coffee table for your judgment, which, according to the store manager, is in “great quality” and is simply part of the design. If that’s the case, then I’m shocked that such a poor quality item is being sold to customers. I’ve also attached a picture of their return policy, which, as you can see, is not accurate in the least, especially when it comes to honoring returns and refunds.

And let’s not forget the so-called “30-day return policy” they advertise. It’s a complete scam! When there’s an issue with the product, they do everything they can to avoid honoring it and push store credit on you instead of offering a straightforward refund.

After spending 10 days trying to resolve this issue, they finally scheduled a technician to inspect the item on February 15th. But by then, I had already spent so much time on this ordeal, I had lost all faith in them.

If you’re thinking about shopping at Ashley Furniture, do yourself a favor and save the hassle. The nice treatment and quality service stop the moment you swipe your card. Their customer service is a joke, and they have no respect for their customers once they’ve made the sale. I will never buy from them again and I strongly recommend that others...

I had a really smooth mattress buying experience. The store manager helping me was very knowledgeable. He balanced being helpful/available, and giving me my own time to shop without someone hovering.

Edit: I had a really good shopping experience, but have had too many frustrations with the delivery process. I ended up cancelling my order. I am limited to weekend delivery because of work and their latest delivery time. I expected a large delivery window, but asked for an AM delivery the day I was moving. They said they'd request, but when I got my delivery spot the day before, it was PM. Too late to change my movers. I called. They could not change the time because the truck was loaded, but would reschedule me for the following week. I had a 1:30 PM appointment the following Saturday and they said they'd request AM for me (and apologized my AM request was not passed along the week before). I received my window today and it is 11-3. It is too late to change my 1:30 PM appointment, so rather than reschedule, I cancelled and will look elsewhere. The reader can decide how many stars this is worth based on how reasonable my delivery expectations are. I need to either have some control over the time (like the half of the day), or know sooner to plan around delivery.

Further edits: after I asked them to cancel my order, they informed me someone would call to confirm cancelling. That took 5 days (long weekend I guess). They called while I was at work. I called back the number they left to confirm—20 min on hold and then “no one is available to take your call, good bye”. Called back 90 min later. On hold for 20 min and again “no one is available to take your call, good bye”. So after that 40 min wasted, I call the store I made the purchase at. I put in my phone number for the order. The store phone tree sends me to a random person. I give my phone number again. Confirm the details. They put me on hold and tell me they can’t cancel my order, I have to call the store. THATS WHO I CALLED. So I’m connected back to the store. I give my phone number again. They can’t cancel my order. It’s 3:02 and the manager has left for the day and no one can help me. They say they’ll leave a note but to call back tomorrow to confirm it’s cancelled. YOU CALL ME. I’m not going through three transfers and confirming my phone name and address to a handful more people. I’ll call my credit...