Ashley Store — Local services in Clearwater

It truly is a shame that I need to leave this review, as I have given Ashley Furniture numerous chances to make this right. My girlfriend and I purchased over $7,500 in furniture from Ashley for our new home (including a living room set, dining set, bed set and a mattress) and were not happy with the $3,000+ Beautyrest Black X-Class Medium mattress we purchased. We were initially told that we had 90 days to test our new mattress, which could be exchanged for any other mattress. It wasn’t until after they had me sign up for the credit card and complete the transaction that the salesperson (Alexis) told us that we could only exchange our new mattress for equal or greater value. This is something she should’ve told us before the fact. We even purchased the mattress protector and everything else she said we needed in order to make the exchange if we didn’t like our mattress – but she left out the important part… it could only be exchanged for greater value. We spoke to multiple Ashley representatives over the phone (as well as a representative from the Clearwater, FL location I purchased from) and they all agreed that I could exchange our mattress for any other mattress or receive a full refund, which was my initial understanding. They said this was noted on my account and we had nothing to worry about (they also reassured us that our conversations were on a recorded line). When we went to the store (around day #85 after having received the mattress) they told us we either needed to buy a more expensive one, or we would be stuck with the one we weren’t getting good sleep on. I was waking up in pain every day on this mattress, so was left with no choice. We were forced into buying a more expensive mattress, when there was a $1,500 mattress we really liked. At $3,000+ the options were limited and we didn’t want a hybrid or memory foam mattress... so there were no choices. We even asked if we could get the $1,500 mattress with the adjustable frame, but they told us our credit only applied to the mattress itself (the adjustable frame was another option Ashley customer support mentioned over the phone). I even mentioned I’d be happy to take a gift card for the difference… but they said if I bought anything cheaper, there would be no reimbursement and I’d essentially be throwing money away as my credit card would still have the $3K balance. We ended up buying the more expensive mattress, which we still aren’t happy with. We just wanted Ashley Furniture to do the right thing for two loyal customers who purchased ALL their furniture from them. We were lied to and it hurt us financially. The salesperson also promised $300 in gift cards for the purchase, but they only sent $200 and are saying that $300 was never on the table. I’ve tried to reach out to corporate and talk to management, but nobody cares about us – they are content knowing they already received our money. We are now stuck sleeping on an expensive mattress we don’t like. I am losing sleep because we don’t like the new mattress and we were lied to over and over again through this process. If Ashley doesn’t make this right, we will never purchase from them again. They will lie to you if that’s what it takes to make the sale. We could’ve bought our mattress from anywhere else and wouldn’t be dealing...

TRUST the other reviews when they warn you about the shopping experience at Ashley Home Furniture. They have some of the RUDEST employees that will leave you with sincere regret for having ever invested your time and money with them.

In 2019 I spent well over $5,000 on their signature ‘Cave Warrior’ 3-piece leather sofa set. Delivery projections were too far delayed so I opted to pick up from Ashley’s Distribution Center in Brandon using my own truck & trailer.

They had a long loading ramp at their warehouse under a large covered parking area for cars to pick up their purchases. When my order was ready, I was prepared to back my trailer up the ramp and meet them at the freight door, but the worker in partial English said it wasn’t necessary. He said that he’ll bring it down the ramp and meet by my vehicle since the ramp was still in use. After he loaded up my trailer, an older Hispanic female manager came out and called for me to come up and meet her at the top of the ramp by the loading door. I assumed it was to sign something.

As I approached the warehouse door, she starts giving me this gesture with her finger and saying “c’mere, c’mere” like I was in trouble. She has me walk past the customer barriers and come INTO the warehouse staging area where the customers don’t normally go. She walks me over to a wall where there is evidently a list of company rules visible only to the employees. She tells me to read out loud an item to which she was pointing. The rule said something to the effect of “Employees are not to leave the warehouse floor to load up customer vehicles”. She then proceeds to scold me in front of the other customers standing nearby who are shaking their heads in confusion. I told her quite angrily that that’s for the employees to read — I have no means of seeing that and when the warehouse employee tells me to meet him down the ramp in the covered parking area — I’m not in a position to second-guess whether he’s breaking the company’s rules and I further assume he knows what he’s doing. The person she should yelling at should be the employee — not the unwitting customer who just invested over $5,000 with them. I’m not one of her subordinates that she can go ridicule in front of everyone else present. I was really pissed, and made sure to complain about this when I got back to the store the next day. It’s not like I had the option to change my mind and dump the furniture out in the loading area and reject the order because I had already signed for it. Why she waited until everything was loaded before making this point was unclear. I described the warehouse manager who did this to me, to the manager of the Clearwater store, but I don’t think anything was ever done about it because I never got a call back apologizing for the incident, no less acknowledging it.

Based on the other reviews, this company appears to have a top-down culture of hiring bad apples. They don’t care, so neither should you. Do yourself a huge favor, avoid the nightmares and buy from another furniture company, or you’ll likely regret it like the others did somewhere...

I just left your Clearwater Florida location and I must say I am left completely disappointed, and frankly offended by the treatment and lack of customer service my husband and I experienced. Today we received our shipment of a new bedroom set. Soon after the delivery we realized we would definitely need an additional dresser to accommodate our clothing. I went online and was sad to see the earliest date of delivery would be July 9th. I attempted to call the store five times and was left on hold from 7-10 minutes each time before finally hanging up. We decided let’s head over to our closest location in hopes that we could possibly get the chest delivered sooner by ordering in store. We walked around for 10 minutes and no one asked if they could assist us. We saw Alexis who helped us with our last purchase (and was absolutely amazing, friendly, bubbly and very helpful) unfortunately she was with another couple. So we patiently waited until my husband finally tracked a salesperson down named Theresa who told us she would help after she finishes up with another customer. She approached us very dry, no smile or kind greeting. We already knew what we wanted and felt this should be an easy transaction. I told her I would be paying with my Ashley’s card and was told in a nasty tone “You know that has to be paid off in 12 months”. Seeing as how this was my 3rd purchase I’m well aware of how financing works. She was came across as inattentive and uncomfortable, almost as if we were a bother to her and she wasn’t making commission off of our sale. My husband was offended by her tone and told her “actually we’ll pay it in full instead of using the card” in which she responded “so you’re just going to charge it on a different card”. Her tone came across as condescending as if we were unable to afford the item. She then told us she needed approval for the price. We waited patiently and didn’t see any attempt in either her manager or her to respect our time. Finally my husband looked at me and said if we are going to order this she will not get the commission. When we stood to leave my husband told her “we appreciate your time but we are all good”. In which she made no attempt to stop us from leaving even with a promise that it wouldn’t be much longer. Maybe it was our complexion, maybe it was the fact that we were moving furniture and painting all day and came to the store in active wear, maybe she’s just a rude person and we just happened to fall victim of it. However this is not the first time we have felt discriminated against at this location. The last time we were there my husband attempted to seek out a salesperson and when one who was busy asked his colleague if he could help us he looked my husband up and down and shock his head no and walked away. My husband is a District Manager for a large coffee retailer and he was astonished by the salesperson’s lack of ability to create a positive customer experience especially for a...