Ashley Store — Local services in Brandon

UPDATE: After they lied to customer service & told them they put in a credit memo for the return and a request for pickup but NOTHING WAS DONE, we went to all the trouble of arranging a truck and lugging these heavy boxes back to their store ourselves. Then they told us we had to come back on Saturday!!!! So we had to take these heavy boxes back again and arrange another trip there! Absolutely ridiculous! They make it nearly impossible to return. I’ve never gotten so much trouble making a return for DEFECTIVE MERCHANDISE. DONT TRUST THEM OR THEIR DISHONEST BUSINESS PRACTICES. If you ever need to return something, it’s a nightmare!

Completely dissatisfied with every aspect of our purchase. I wish I had known returns were such a hassle BEFORE buying from Ashley! Don’t ever let their salesman order something for you DIRECT SHIP! It’s a nightmare!

When we bought the bedroom set, we asked the salesman Richard Bogle if we could pay extra for assembly delivery but he said that option wasn’t available and then he just asked us to pick a delivery date. We found out later that he delivered it DIRECT SHIP. Don’t ever use this option!!!! We weren’t even made aware of what this means and we weren’t given the option to choose shipping methods. The delivery date didn’t even matter because all these heavy boxes showed up randomly when the carrier brought them. We received no notices of delivery because the email address was entered wrong. I corrected this TWICE with customer service but it’s still wrong. Then, when we started to build the bed, we found out that ALL the holes were drilled wrong. 16 holes wrong! They were an inch short of the right measurement. The bed slats require 60” width and the holes drilled only gave us 59” so we couldn’t finish building the bed. We called customer service and got a run around because of the direct ship option. They told us they could start a warranty claim and send out a tech to “try to fix” the bed but he couldn’t come until almost 3 weeks later! I explained I had a mattress being delivered this week and needed a bed sooner. They couldn’t do anything except tell me I had to somehow get 3 heavy (100+ lb) boxes back to the store to return it. There is no way I’m renting a truck and carrying these heavy boxes down a flight of stairs to return a MANUFACTURERS DEFECT item! We went into the store as instructed and they were no help either. The store manager wasn’t there so the office manager told us they could only send a request to the carrier for a pickup and they might not approve it because it’s a manufacturers defect. We had to wait 3 days and still got no response from the carrier. Ashley refused to take responsibility for their own mistake and defective furniture. They labeled it a “shipping issue” This bed was not damaged in shipping and it was not damaged by me either. It wasn’t made correctly from the manufacturer and they actually expect the customer to be further inconvenienced by loading heavy boxes and getting trucks to return it. I am thoroughly displeased. To make matters worse, when I called corporate customer service, I was told by the agent that it is definitely possible for THE STORE to arrange pickup for this defective furniture. The agent spoke to them and they lied again! The office manager claims again because it’s direct ship they have to make a request and I was “misinformed” by the corporate office!!! She was rude, unhelpful and said the other department only approved a replacement and WE can somehow dispose of the item. Now they have to make another request for the refund and we have to wait another 3 days again. Obviously I don’t want a replacement when the first bed had 16 holes drilled wrong! I wouldn’t take the chance that it’s defective like that again. The furniture is poor quality and the customer service is even worse! Such a hassle trying to return something that should be covered by the manufacturers warrany. Ashley keeps dodging accountability. We still don’t have a resolution on this and they haven’t taken any responsibility for their own poor...

*7/3/25 UPDATE: I appreciate that Ashley Furniture looked into my issue and we reached an amicable resolution. I have adjusted my review to 5 stars to reflect the promptness and resolution that Ashley offered. However, I must add, this was only after I left my 1 star review below. As feedback for Ashley, it is a bit frustrating when you are a customer and reach out to Ashley, but are forwarded to a foreign call center or ignored by the people who answer the local store's number. Other than the first lady I spoke with (in person) in the Brandon location, everyone else I spoke with on the phone (prior to leaving the 1 star review below) was quite rude.

Horrible customer experience, Ashley has lost me and my family as customers. I purchased a sofa/chair/ottoman set a couple years ago. The chair was defectively put together by Ashley, but I didn't realize this until outside of the 1 year warranty window because I don't generally flip furniture over and inspect the feet if "professionally" installed. If you buy anything here that comes assembled for you recommend you diligently inspect how the tech put it together. Because it was defective one foot broke and a wood support beam also broke. I was aware they might turn me down for any assistance due to the 1 year warranty, but went into the store and was told a ticket was submitted and I should respond to the email with my pictures (I'll add I was upfront about the time period and they were able to look up the purchase date, so Ashley was well informed this was related to damage after the 1 year period). I sent my pictures depicting the shoddy work and missing piece on the one foot for my chair and the next day I was called (left a detailed voicemail) and emailed the following: "Upon further review of the photos we have received, our professional furniture technicians can bring this product back up to manufacturing standards, at no cost to you." Then I was instructed to select a date for the repair, which I did. The day of my repair no one shows up, so by the afternoon I call to inquire and I am told that because it is outside of the 1 year warranty they cannot do anything. This was not news as I told the store employee this when she submitted the ticket. I was also rushed off the phone with a vague promise the person who answered would look into it and email me. I got an email within minutes just repeating the same thing with no further explanation. I called the Brandon Ashley store and started explaining the situation to a rep, but the rep either muted me or walked away from the phone and I had to hang up. This is probably their tactic, if someone complains ignore and ice them out until they get too frustrated to do anything further and give up.

I've never experienced such atrocious customer service. My recommendation to Ashley is don't tell people one thing then change up on them without any sort of respect or consideration. I intended to buy a second chair and footsool before we realized the defect, because my family genuinely likes it, but this has completely turned us off from purchasing anything ever again from Ashley. Hope this prevents people from purchasing defective items or dealing with Ashley's horrific customer service in the future. I'm attaching pictures of the email exchange and chair damage for reference.

The chair/sofa/footstool set is called the "Maimz" Lovely set, but for the defective chair. Now I have a chair that I need to either trash or remove all feet and have on...

If I could give 0 stars, I would. DO NOT BUY FROM ASHLEY. We moved here about a month ago and went here to buy a dining table. To start, I had a pleasant experience with the sales associate. We were torn between two tables, but loved this counter height farmhouse style table and the salesperson helped us decide. However, they were having a hard time with the computer station. So the purchase had to be completed on their tablet. Fast forward to delivery day…the team sets up the table inside the house and I realize this is not the table I ordered, but the other table which I couldn’t decide between. I tried to refuse the table before the delivery guys left, but they told me that because they delivered the correct product on the invoice I would have to fix this with the store. They left the table in the house and took off. I double checked the invoice and sure enough the product number on there was for the table that was delivered, but not the table I told the salesperson I wanted. I hadn’t noticed because the prices were similar. I immediately called Customer Service and was told to settle it with the store. We went to the store in Brandon and spoke with a very rude customer service associate who told me that because “I accepted” the delivery there wasn’t a whole lot they could do. They created a ticket and provided us with a case number. They said someone would contact us in 24-72 hours to see IF they would even process a refund. I have followed up several times and was told each time someone would follow up soon. NO ONE HAS EVER CONTACTED ME. It has been hell trying to get anyone to give me any information about what is going on. I spoke to the sales associate who sold me the furniture and the pleasantries ended there. They tried to make me feel like it was my fault that I didn’t notice they entered it in wrong, that the tablet had pictures and I should have noticed. But that’s what they are…sales people not customer service people. I will NEVER buy from Ashley again. Now, there is a perfectly useful table sitting in my breakfast nook that makes me angry to look at because it reminds of the EXTREMELY POOR service I received from this store. If you have made it to the end of this review and have still decided to buy anything from this store, make sure you double/triple check your order before you place it AND make sure anything you have delivered is correct. If your order is wrong or damaged, DO NOT let the delivery guys leave without taking it back. Insist if you must. I thought I was the only one this has happened to, but this must be their business model. There are countless stories similar to mine on these reviews and on Reddit. For my own sanity, I will be selling this table and trying to recoup some of the money I paid for it. I am done trying to deal with this company. I truly hope this is not your experience. Just wanted to share mine. Below is a photo I took of the table I thought I bought on the showroom floor (Left) and the table they delivered (Right). Not even the same...