Ashley Store — Local services in Bonita Springs

The first problem we had is when we went to pay off our invoice because we would be moving into our new home in a few days. That's when we were told that the dining room table that we ordered was no longer available and had been discontinued. No one had contacted us to let us know. I asked about the floor model and was told that it had already been sold. We had a deposit on the furniture but they sold it to someone else because our invoice hadn't been paid in full even though we were never notified or given option in regards to the discontinued table. We ended in the attached City store and picked out a more expensive dining room table. We kept our original order for chairs, a bench and four bar stools and other items.

The purchases were made between January and March and was put in storage until our home was finished being built, the furniture was delivered on March 4th 2020.

The four bar stools that we purchased for our kitchen island started loosing screws and one of the cross slats actually came out after only two months of very light use by me and my wife.

When I called customer service I was told that someone would come out for the repair but I would have to pay the contractor $50 for a transportation fee.

The customer service representative was insistent that I would have to pay to have the repair. After first refusing to pay the transportation fee I finally agreed after I was told "he wasn't playing games and wouldn't send someone if I wasn't gone to pay".

I spent an hour with a friend and we took every stool apart and put longer screws in all four stools because tbe screws that were there only had a 1/8 inch grab, we replaced all thirty two 1 inch screws with 1 1/2 inch screws. It appears to have fixed the problem. . The idea that I was going to be charged $50 for someone to come and fix a problem caused by the assembler who used the wrong screws is reprehensible.  I am done with Ashley and City for that reason.  A friend of mine was shoping for new leather sectional this weekend and when I told him the story both stores were taken off his shopping list.

We literally spent thousands with Ashley and City for new furniture for our new home and they have a policy of us paying the repairman $50 for a transportation fee that they should cover on furniture two months old,  it's a disgrace.

I contacted a manager of the Naples store who stated she didn't have the authority to waive the fee but would look into it and have someone contact me, I received an email requesting photos, invoice numbers etc, when I originally called, the information requested was looked up by the customer service representative and was readily available.  A picture was also sent.  I answered with a similar email of the contents of this post.

Never again will I buy anything from Ashley or City Furniture.

Bad...

This review has no bearing on the salesperson I dealt with at City Furniture/Ashley, who was knowledgeable and very helpful. One out of the 3 items I purchased was taller in size compared to the rest of my living room furniture, and when I called to see if there was a chance I can return and pick a different chair, I was told about a restocking fee of $99.99. Then, I was told that offer didn’t apply due to the fact that it was already delivered. Their policy of-no refund once item is delivered-is non-negotiable! I called Customer care, and after being on hold for 35mins and was told that they would allow me to reselect, if the manager contacted them, I quickly went to the store. I was willing to pay the re-stocking fee, and take store credit if possible to pick another chair, and also buy a few wall hangings and accessories and maybe 2 lamps. After all, I do like the furniture. They had a wide selection, and combined two stores into one. The manager refused to call, and told me nothing can be done. Seriously? No wiggle room? No exceptions? Nothing? I wasn’t asking for a total refund, or planned on going elsewhere once I got my refund. Then the manager tells associate to call Customer care for me, but that I have to talk to them. Again. And after speaking to two more people, one being another manager, they refused to budge on this. They were willing to lose a customer who had planned on purchasing more items, rather than give me a store credit? I just think this is a poor business-like strategy. We’re not talking expensive, fine furniture made in Italy here. It’s affordable furniture, and they should really change their policies, otherwise they’ll go under real soon. Heck even Wayfair will do returns with no problem. So buyer beware. Once that truck arrives to your home, and once items come off that truck, you are stuck with it. I...

Once I purchased my $3000 couch they delivered the wrong middle piece 2 days in a row. Worked out a $200 store credit for them to even keep my business. I was ready for them to send the whole thing back due to the horrible experience. I kept the couch and received a store credit that expired 2 months later. Why should it expire in the first place? I Called this exact location to see if they would honor the store credit even though it was expired. They looked up my account and said yes!! Come in!! So I eventually came into the store and they said they can’t honor the store credit. I then explained the horrible experience and told them that it should never have expired and that They told me to come in and would honor it. He tells me that he will give me a discount, but don’t think you will pick out a $200 item in this store and get the item for free with your 200 voucher. So now we are playing sales guy and numbers with my voucher that I received because your company messed up a simple piece 2 days in a row. He acted like he was better than me and my miserable excuse of a store credit. Don’t get me stared on the A* kisser “wrinkles“ of a sales person. She teamed with the manager to show me $900 tv stands and said if you want your 200 off it’s going to have to be a big purchase.it took me everything I had not to bring the whole couch down to their front door and leave it set. I don’t even want to sit on or own your product any longer. I made sure to clarify that next time I go to purchase a even better couch!! That it would not be from this sad a* excuse of a company!!! Go far left from this...