Ashley Store — Local services in Altamonte Springs

I can honestly say this company has the WORST customer service. If I could give this company no stars, I would.

This is quite a long story – so I apologize in advance. I just don’t want anyone else to have the experience that we’ve had.

We ordered our couch during the pandemic, when the CDC advised individuals to quarantine and avoid going out to public places unless necessary. We had seen only seen the couch online and called the store before ordering to ensure that it would get delivered prior to our wedding/move in day. Knowing this was a well-known company, we assumed they were reliable and trusted when they assured us it would get delivered in time. Fast forward to the day before expected delivery – we receive a text confirming that the couch will be delivered. The day of delivery comes and we do not receive our couch OR any communication on it’s whereabouts. We call them the next day and they tell us that it’s been delayed and it will now get delivered on the afternoon of our wedding/official move in day. Being that we were getting married out of town and wouldn’t be home until after 11pm that day, that was NOT the best news to hear. We got home the night of our wedding and had to move the couch ourselves into the house. When we unwrapped it the next morning, we were SO disappointed with several aspects of it.

1. It was a completely different color than the online pictures on the website
2. The quality was very poor – stiff as can be
3. It was terribly made (seams were loose, there were marks on it, and the corners weren’t even stitched straight)

We called immediately that day and the following and could not reach anyone!! Maybe this was due to high call volume? The phone would just keep ringing and eventually hang up on it’s own. We even tried calling off of different phones. We then decided to just go into the store that Monday (Memorial Day). When we got there, we explained our situation to the customer service representative and she confirmed that she spoke with her manager and that we could exchange the couch for another. We ended up purchasing a couch with her and then she told us her manager could finalize the exchange. When we spoke to the manager, she told us that she could not actually do the return/exchange and that we would have to go through corporate. We ended up canceling the purchase in that moment as we had been mislead and could possibly end up with two sectionals if they did not approve it. The manager opened up a case for the return and told us someone would reach out in 24 to 72 hours… It has been nearly 3 WEEKS. In the midst of these three week we have called more times than I can count, submitted a new case with the manager of the store it was purchased from, and have simply been bounced around from on customer service representative to the next with absolutely no answers. NO ONE seems to be aware of the store policies or be on the same page. One tells us to call the store because it was ordered over the phone and the store tells us they have no ability to do so and that we need to call them back.

We still have not heard back from corporate or the store and have received no solution to our problem. At first I was more than willing to exchange this sectional for one of equal or more value, but now I want nothing to do with this company’s business. I just want this sectional out of my house and...

They are pretty good selling, but when it comes the time for warranty is definitely another story. I bought a bedroom set a few years ago and even bought a separate warranty. My mattress started to sink at some point around the first year ( Also, I'm not a heavy guy, I weight around 155 lbs). I called Ashley, and they sent a technician, but he said that it was still within specs. So, I ended up buying a topper to help with the uneveness but a few years later it got even worse, so, I called them one more time and a technician showed up to my house and took new measurements (the mattress measure a little bit over 1.5 inches in depth) , this time my mattress was way off comparing the first call. The technician told me that someone would contact me to tell me how to proceed. So, no one did.... they actually said that my case was closed because the report said that the technician resolved the issue. REALLY?? I really want to know how to fix a mattress, I probably could start a new business with that... at the end of the day, I tried to contact the store and even Ashley online, and everyone was just tossing my claim left and Right, like me and my wife are not sleeping there... so, I'm leaving this review here. That way, someone can read about it and know what to expect. Becuase this is my 5th time trying to get to an agreement and providing any evidence they are asking for, but they seem not to care. I tried one more time to get this situation corrected, but they just keep playing their game. So, I bought a new mattress at Rooms to Go (which I have never had an issue with, not even with a warranty) and learned my lesson. I definitely know that the only product I will ever have from Ashley's is what I have left in my house. And if Ashley Furniture is reading this, please, stand behind what you offer, I even had to send a screenshot to customer service online because they said it was 1 year, then 5 year...the morale in this world is already low to start adding big companies like this into...

I'll start off by saying we've been going to Ashley roughly over 15 years and have had good experiences and why we return, This time around we met and were helped by the lovely and helpful Karen, my wife and I felt as if we knew her for years. As an owner of a business customer service is always paramount, but more importantly genuine and trustworthy customer service.

If that's what you want from someone who feels that is the core and backbone from a salesperson and Karen is that!

We went in to upgrade our living room, and to say she found the groove of what my wife and I were looking for is an understatement, What was great is she LISTENS to what your saying and she makes it a reality, our vision and her know how and back ground in design is a key factor and has such and eye and passion for what she does, Which makes it such a great perspective and tool to have as you speak to someone seeing what you want.

I'm adding just 1 photo and if I can I'll come back for more in the future, we have our furniture a bit covered because we are getting the puppies and kitties used to not jumping up and so far so good.

We purchased a table/2 chairs and 2 stools for a table in our nook, We purchased a sectional with count it 4 recliners and corner seat, as well as a single recliner, as well as a table behind the couch with 3 stools (has electricity for powering up phones, laptops etc.) and an end table as well as for me the fireplace is what I felt was the missing piece and you can see here the look.

We still intend on adding indoor plants as a suggestion from Karen and you can see it's missing something and we hope to fill that soon.

Before writing this I wanted to give it a good title and I like "The Reverse Karen" which is everything positive from knowledgeable, Attentive, Caring and most of all GENUINE!!

Thank you so much Karen for all your time and help!!

1st Photo is pre-fireplace 2nd is a view of the living room. Will try to add...