Ashley Store — Local services in Doral

I wanted to share the following related to our recent couch purchase. Sadly, we also had a delivery problem on a previous purchase 7 months ago.

When I left the store on a Tuesday, I was told by the sales rep that delivery was arranged for Friday. We arranged for pickup of my old couch that same day while in the store.

On Wednesday I got a text message from Ashley Furniture telling me I needed to call to confirm the elevator was reserved. I did take care of this with my building management earlier that morning before ever receiving this text. Even though I thought this was not an issue and was taken care of by Ashley when the store rep said she arranged delivery the previous day, I thought I better call that number, and I did.

I waited 45 minutes for my call to be taken. I spoke with a representative on the phone who said she needed to call the building association to confirm what I did (i.e. reserved the elevator). She tried to reach them twice and then said I would have to call back again. I said after being on hold for 45 minutes I did not want to call back again. I told her I took care of this and was still confused why I was doing this phone call as delivery was confirmed by the store the previous day. She did say she would call me back to confirm the Friday delivery...and she did just that 20 minutes later. I thanked her and considered the matter closed.

However emails started comingsaying I needed to call to confirm the elevator reservation. As I had already done this, I did not pay much attention. Then another email arrived with a new number to call to confirm the elevator, I thought what the heck, I will call (I actually thought it was the delivery company). However, to my surprise, the number given by Ashley this time was disconnected.

I said to myself, this email was clearly a mistake. Both the store and some person I called and spoke who confirmed delivery were correct and my couch was coming Friday as promised. I was wrong. I later got a text saying the delivery was cancelled.

I immediately called the store intending to reach the sales rep whose name was provided on the bill to call if I had any problems. Someone at the store transferred me to customer service who confirmed everything I said was correct (noted in the system), but that the system cancelled the delivery because they did not talk to the building association. They confirmed that the person I spoke with did override the system, but the system still cancelled it. They said they could deliver it next week. Much as I asked, no customer rep said I could get the couch on the day I was told it was coming.

What does this all mean? I had no couch for 5 days as the old couch was being picked up prior to this new date. I had to make new arrangements with my building for that day and hope they agreed (again). I had to change my travel plans and be here to get this couch on the new date.

I did everything I was asked, and more. I was left stuck with this problem as a result of actions taken by Ashley furniture. After being assured of premium service, which starts with delivering the product when promised and agreed to, I was extremely disappointed and was significantly inconvenienced.

BTW I sent an email to that customer rep who sold me the couch and whose name was provided if I encountered any issues...she NEVER even...

I have mix feeling about the store and it is hard to leave just one review when there are so many departments involved in one purchase. The buying process at this store was absolutely flawless. I went in two different occasions, Irina and Marcelo were absolutely amazing and from the moment I walked in they were friendly, helpful, and knowledgeable. They made the selection and purchase experience smooth and stress-free. I left the store extremely excited with my decisions and eager to receive my new furniture. Unfortunately, everything after that went downhill. The delivery process is disorganized and frustrating. They do not check the furniture before delivering. The first delivery was missing 2 pieces; they said after checking two they saw both were broken and they forgot the other one. The deliver guys were really nice but later I found out the whole explanation they gave me was a lie, they made up a story so I was content in the moment. A second delivery was scheduled and again, one of the boxes was missing pieces, and the second item which was a set was a complete different thing from what I had in my order. They explained it was a mislabeled and for the box they had no excuses. Now I am waiting for a third delivery which, fingers crossed, I get everything and there are no more issues. When talking to customer services and after explaining that my time is valuable and I do not appreciate waiting for something for a 3 hour window to then realize that it is the wrong thing, or it is broken, or missing pieces, I never heard an "we are sorry" or "we understand it is frustrating", absolutly nothing. All they did was to transfer me from one department to another until they have me no more option than wait for that third day. They said they do not having any type of policy for "damage control" or anything like that and as I mentioned before there is still the possibility I will not get my furniture because they do not check the boxes before leaving the warehouse. It is dissapointing that such an excellent in-store experience was overshadowed by the poor handling and organization of the delivery part. I would recommend they look into this and how they can check the product and make sure it is the correct order and there are no issues even before leaving the warehouse so they do not waste their time or the...

I wish I could give 0 stars. We originally spent a LOT of money on 2 new powered couches, a powered chair, a coffee table and a side table. The side table was a floor model that we took home that day as it was in good shape and a great discount (50%). That experience was actually a 5 star experience but Ashley has destroyed all good-will I had for them.

About two weeks after taking delivery of our new furniture we decided we needed another side table. I called up Ashley (I spoke to 2 stores) with the model number and ordered what turned out to be the last side table of that model available but they swore it was new in the warehouse. Upon delivery, the reality was quite different, see the photos attached. There is no way this wasn't a floor model they wrapped up and sold to me at full retail rate.

My ask was simple, I would accept it at the floor model price - with a young child it won't stay perfect forever - but I shouldn't be paying full price for this item as delivered. Ashley refused but offered to come repair it. Fine.

Well, their repair guy came today and was himself shocked at the shape the side table was in. He fixed the bigger issues but was unable to restore the side table to manufacturer specs. There are still numerous visible scratches on the side table.

Ashley still won't match the floor model price on this side table. At the end of the day they are giving me a partial refund but they refuse to honor that floor model pricing.

It's a shame because the additional $75 I'm asking for, as a matter of principle, that they refuse to honor, will guarantee we never spend another penny with Ashley, City, or any other affiliated furniture companies.

So, if you choose to shop at Ashley or City, go in knowing how poorly you will be treated and that they will absolutely try to sell you damaged goods and smile to your face while doing it. Then offer you a small pittance in return knowing they've already lined their pockets with profits.

Buyer beware.

Added after Ashley response: I've gone through Customer Service, Customer Service Manager, Social Media Team, etc. They all said their systems will only allow them to offer what they've already offered. It's just lip service for them to reply here to make it look like they are doing right by the customer, but it's all...