Ashley Store — Local services in Cutler Bay

I'm going to start off by saying Ashley Furniture has done a great job curating the Yelp reviews on here, as I see they and their sister store City Furniture have 10x the raving reviews of any other furniture store in the area. My story starts 2 months ago, with the purchase of a dining table complete with chairs and a bench. The correct table in acceptable condition was delivered along with the bench on the scheduled day. At the store we were told delivery for the chairs would take some additional time, but would arrive on September 1st. That was 5 weeks from date of purchase, but I was okay with the wait as the PAYOFF should be my butt seated comfortably in my chairs after the long wait. The day of delivery arrives (a day I took off of work by the way) and we don't get so much as a call to inform us that the chairs have been delayed. Now here's where it really gets bad. IF you're one of the lucky ones who received their furniture the day it's promised, you'd never take a guess at how absolutely awful Ashley Furniture's customer service is. After speaking to 3 customer service representatives, I am escalated to a manager. I spoke clearly with the 3 representatives before him, and he tells me he can't hear me. I can hear him clearly, in fact I can hear people talking BEHIND him. Anyways after waiting nearly an hour to speak to management he pretends the reception is bad and hangs up the phone, didn't even call back as a courtesy. Now my bf was also on the phone with a representative, somehow they tell him the chairs won't be available until the YEAR 2039. Yet no one said that to me? Does that make any sense, or is it an example of how they'll come up with any excuse as to why your order wasn't delivered? Fed up, I call the store. Now the associates are only good at one thing: selling. Don't try asking them about anything remotely related to your delivery because they won't ever give you a straight answer. I'm told the 2039 delivery date is ridiculous, and now they reassure us the chairs will be delivered September 24th. Okay, nearly a month from our original delivery date, but I'm an understanding person and can deal with that, right? Well, my boyfriend calls the store last Friday to confirm that delivery date a week before, and now he's been told their are 4 other customers who purchased the same chairs ahead of us, and they only receive one shipment of chairs per month, and must deliver them in the order in which they're sold. Now is this true or am I being sold another bogus story? There are many similar experiences with Ashley Furniture being shared on Reddit, and I implore that you do proper research and that your furniture is being ethically and locally sourced so you can avoid many months of inconvenience waiting for your purchase. Did I mention my PAID warranty on this item isn't getting any younger and I've effectively lost time to be able to use BOTH of the warranty? So as it stands, the delivery date is nonexistent. We plan to go in this week to find the best solution for this issue, whether it be a refund or a guaranteed and expedited delivery date. I will update my review accordingly to how they handle my business. Boy, do I regret shopping here.

Update: we never received the chairs. After months of chasing, we were able to settle s refund, although we lost the money for the warranty. Ended up ordering chairs from wayfair that were much nicer and have held up well for the last 3 years. We had them delivered and set up within a week.

AVOID THIS PLACE...

I purchased a bed from the Ashley Furniture in December. When I purchased the bed the support was incorrect. The representative told me not to worry about it and that he would order the missing pieces and that it would get to me by December 20th. December 20th came and went and nothing was received. We moved and as we are disassembling the bed, we realize this was never done. So I call customer care. First person I spoke to (Miguel) told me he did not find the order and that I needed to speak to the showroom. After disbelieving me that the showroom closed, he transferred me to the nearest location. I spoke to a sales associate (Coralisa) who told me she could not help and transferred me back to customer care. There I spoke with another representative (Julissa) who told me she couldn’t help me and that I had to speak to the EXACT associate who promised me that I would receive these pieces by Dec 20th. I asked her what would happen if he is no longer working for the store and she had no response. So I escalated the call and I asked to speak to her supervisor and she transferred me to Reginald, who later informed me that: 1) I was not speaking to the right department bc he was in the warranty department, that 2) what I wanted was “impossible” and that there was “no redress”, 3) who wanted to REPEATEDLY transfer me back to the showroom that I TOLD HIM DID NOT EXIST BECAUSE IT CLOSED and who 4) FAILED TO LISTEN TO WHAT I WAS SAYING and was simply doing everything possible to tell me my son’s bed was an AS-IS purchase even though I told him I don’t know how many times that the ONLY reason I did not cancel the sale at the very moment I purchased it is because the Ashley Furniture Associate PROMISED me he would get me the proper support delivered to my house by December 20th at no charge. I advised this was an oral promise (and thus, a legally binding contract by Ashley Furniture to me) and he continued saying sorry there was nothing he could do. I spent TWO EXHAUSTING HOURS on the phone with FIVE different people who DID NOTHING, who DIDNT CARE about my four year old son’s safety and who sucked the little energy I had today out. I AM NEVER AGAIN BUYING FROM THIS COMPANY THAT DOESNT CARE ABOUT THE SAFETY OF THEIR CLIENTS. THEY WOULD RATHER SAVE $100 THAN MAKE SURE THE PRODUCTS THEY SELL ARE COMPLETE... THEY REPEATEDLY REFUSED TO BELIEVE ME WHEN I TOLD THEM THIS WAS PROMISED TO ME. I felt like I was being called a liar every step of the way today, over and over. As an attorney, I found this treatment to be APPALLING. If I ever treated one of my clients like this, I’d have a bar complaint knocking at my door within a week. This treatment of me as a repeat client was DEPLORABLE. I urge you to spend just a little more money and buy furniture from a more...

I never write reviews, but I feel that I need to share my experience to ensure that no one else goes through this! First off, I chose to come back a to Ashley Furniture – Cutler Bay because of the great experience I received 3 years ago. I went to the store specifically looking for a bookshelf. Once I found exactly the bookshelf I wanted, I asked for someone to assist me. An employee indicated the GERMAN ORTEGA would take care of me. At first, German happily came to assist me until he realized that all I wanted was a bookshelf and that I specifically wanted the display. He started to give me attitude and spent 15 minutes of our interaction basically trying to convince me not to buy this bookshelf. Then, when I reassured him that I still wanted to purchase the product, he went to another colleague to get the price reduced to the display cost. As he is walking to his colleague, he ROLLED his eyes and NODDED and let his colleague know that he ended up with a customer only buying a bookshelf. I understand that these individuals work with commission, but customers should not feel belittled and uncomfortable during a purchase. We are currently in a middle of a PANDEMIC and people have lost their jobs and are financially struggling. If a customer wants to buy the display product because it is cheaper and it is available for purchase, then the customer should not be treated so HARSHLY because it is not ideal for the employee trying to receive commission. If that is the case, then please stop selling the displays. Customers should not feel degraded. When I went to pick up the product on the day/time that we agreed on, he continued to give me attitude. He was upset at the time I got there even though that was the time that we agreed upon. Overall, my whole experience was horrible. I am not planning to make any further purchases at...