Ashley Store — Local services in Boca Raton

I went to the Ashley/City furniture store in Boca Raton Florida yesterday and had a poor experience with the staff. I am being generous with my rating of 3 stars in consideration of my previous purchases. This particular instance really deserves 1 star. For context, I have purchased practically all of my furniture from that store (the city side) for my home. The previous staff group (including managers and the store attendant helping me) were very cordial and would come to help me promptly. This time, I went to go buy a bed frame for my daughter. When we arrived, no one was there to help us at all. All of them were seated near the sales desks where the managers sit. I was walking around the store for about 20 minutes browsing the frames to find a good low profile bed frame as my daughters room is on the smaller side. There was not a soul in sight to be seen. When we found one, I went to go find someone to help us order it. I wanted to understand the pricing first because I was confused and I also wanted to make sure she had the right box frame since she already has one for her current mattress. When I saw all the store attendants seated near the sales desks, I waited politely as I was not sure if they were busy with something important. I waited 10 minutes. No one wanted to help me. I then said out loud “If someone would be so kind as to help me since I want to buy a bed frame but if you are far too busy I will go elsewhere”. Only then did someone come up to help me. While she was cordial, I noticed a gentleman glaring at me with what seemed like disdain. He was clearly someone who worked there due to his attire and he was seated in front of a computer. For further context, I am tan. And I mean a deep olive tan. I am also an older woman with an accent. I speak multiple languages and look very much like a foreigner compared to the typical American stereo type. I felt discriminated and uncomfortable. She came to help me. When I went to go ask for help I was by myself and left my daughters by the bed frame. One of my daughters does not look like me. She looks looked her father, super pale and light hair and hazel eyes. Not only did I notice the sales attendant was surprised, but there was a difference in her mannerisms, shifting from cold politeness with a mask of being cordial to more friendly. She also addressed my older daughter who is white most of the time when the bed is meant for my youngest who also looks like me. We went back to the sales area where I found her to finalize payment. The same gentleman I mentioned before, with the obvious disdain he showed me, was also very surprised to see my white daughter and his countenance changed. I have been discriminated before my countless of people due to my appearance so I am very familiar with body language that translates to someone who is very uncomfortable to be near me. I equate that to racist behavior. I am extremely disappointed with my treatment by the general staff from this experience, especially in comparison with my previous encounters with different staff. While the lady who assisted us was not particularly the problem, the over all attentiveness of the general staff, to the lack of help and the undercurrent of what I experienced as racist treatment made me uncomfortable. Although I want to give that location another try, I am not too happy. Also, when I arrived it was around 7 pm so it was not exactly close to the closing hours, and it was certainly not busy either. So it is not exactly as if the staff was spread thin due to demand of customers. I feel that is important to mention if someone was under the impression that I came during peak store hours and am being entitled. Likewise, I came during a weekday and there were plenty of store personnel lounging about on their computers/tablets/phones. My point is there really was not an excuse for the sheer lack of professionalism from the staff on hand. I don’t expect a red carpet treatment, but I don’t think being friendly is too...

The sales person was great, but I had problems with my delivery and there has been no follow up by them. They gouged my headboard hitting a flood light with it and my footboard had a crack in the wood. Not sure if the crack happened while they were assembling or if it was that way from the factory. They sent a repair person out to fix both of those items, being as I did not want to have to send the furniture back and get it replaced because I needed the room set up for a guest.

However, my bigger issue was that I had a really nice Beautyrest latex foam mattress also delivered at the same time. It was heavy and because it is a “plyable” mattress I assume because it is foam versus spring. When the truck pulled up, the first thing they did was roll the mattress out of it onto the parking lot. They did not carry it off the truck, they just pushed it out. Then they decided it was too heavy for the three of them to carry so they rolled it in like a ball up my steps and into my condo. Hitting railings and mistreating it horribly. It has carry handles on the side but they did not use them, instead pushing and rolling it up the stairwell. It was very poorly treated and I paid a lot of money for the mattress. I did call the store now several times to see if there was anything they were willing to do about it, either monetarily or something else and they say they’ll look into it and they just don’t ever call me back. The last time I called, I asked for the store manager. They told me he was busy and then I needed to leave a message with my sales person because he would talk to her first anyway. So I left a message with her again, but she was the one who hadn’t gotten back to me with a resolution all the other times I called. This time she didn’t even call back nor did the store manager.

So this is the first time I’ve ever bought furniture from Ashley furniture, it will now also be the last. It doesn’t matter how good your sales person is if no one follows up if there ends up being a It doesn’t matter how good your sales person is if no one follows up if there ends up being an issue on the delivery end. They were very rushed and hurried and careless. There really is no excuse for that or not getting back with...

Update at bottom….I had purchased a sofa. I’m on my fourth one delivered that is damaged over 3 months time being “backordered”. There is no return policy. Don’t let them tell you otherwise. It’s not ok when they say it’s ok. Do not accept the item if it’s damaged in any way, do not let them keep the product in your house until the new one arrives. You’re stuck! Your rights are now gone. If the product is damaged have them take it out of your house immediately. If not, they will keep sending the same if not worse product back to you. They try to be quick so you don’t notice things. They get someone on their speakerphone to talk you into “holding” the damaged product until the new one comes in. I found out by doing this, you’re screwed. You will never see your money back. Be very careful. I regret buying my item from them. To boot, the quality is one tad higher than IKEA. The price of my item was 2499. We talked to 1500. After looking at my item more closely being I’ve had 3 of them already, it’s not made to last. The wood underneath is cheap. The quality of the stitching is horrid. Each sofa delivered had a different problem. From slit with a razor blade I guess when they opened it, to the leather being Incorrectly put together, to the storage of the sofa on its side seemed for a year. I’m saddened I’ve spent a few hours with their customer service. The last call I was told I would not have to wait a month for a replacement I would get white glove service the following Saturday. I was almost happy. Then I get a text 2 days later saying the item is backordered. I had to call back and when I asked about this white glove service I was told I was to get for all my inconvenience taking days off of work to accommodate delivery. I’m told there is no such thing.

As you can see they had responded my review. I had emailed immediately and after 2 days of no response I have “Kate” 3 more times. “Kate” ha. I bet there is no “Kate”. Seems all you do is copy and paste the same response to all reviews.

Update — it’s September 15th and still no call and problem...