Ashley Store — Local services in Kissimmee

We purchased a 6 piece Queen Sized bedroom set and paid in full on 1/6/24. Since then, there have been 5 delivery attempts that have all included damaged furniture that my parents have refused. See the sequence of events below:

Delivery Attempt #1 on Jan 11, 2024: Furniture was filthy and scratched; not in original boxes and wrapped in quilts. Delivery was refused and sent back. My parents followed-up with salesperson, Stephany, who assured them that they would be receiving a premium delivery service at the next delivery attempt and that all furniture would be in its original packaging.

Delivery Attempt # 2 on Jan 19, 2024: Furniture was in the same exact condition as above. Furniture was once again not in boxes and wrapped in quilts.

Delivery Attempt #3 on Jan. 24, 2024: Received in original boxes and brand new EXCEPT for B633-46. Five Drawer Chest. The chest arrived off-balance with a leg completely broken off. The delivery team noticed right away and took it back to the truck.

Delivery Attempt #4 on Jan 30, 2024: The chest arrived in WORSE shape than attempt # 3 in a badly beaten box. One of the legs was completely broken AGAIN (photos included). At this point, my parents spoke with the original salesperson and threatened to have everything returned for a full refund. The salesperson, Stephany offered a $50 gift card for our troubles. My parents were not satisfied with this and the issue was escalated to Nilsa at the store office. When my parents asked to speak with a manager, a manager was never readily available. A manager on duty eventually called my parents back and offered a $100 gift card and said that's the best they can do. He assured that the next delivery would be fully inspected before delivery and that they would not run into any more issues. My parents made it clear that they are fed up with the excuses, frustrations, headaches and missed days of work to receive these deliveries. But they took his word that the next attempt would be handled with care and priority.

Delivery Attempt # 5 on Feb 9th, 2024: Once again, the chest was wrapped in quilts and not in boxes. When the quilts were removed, the delivery team noticed and pointed out a crack next to one of the drawers. They refused the delivery and the chest was sent back. They are now pending a 6TH DELIVERY!

As you can imagine, this whole ordeal has been incredibly frustrating. My parents have had to miss days of work, expecting these deliveries and have not been able to fully settle into their new home without all of the furniture that they have expected to have by now. The store management team said that the best that they can do is offer a $100 gift card for their troubles. Considering that they spent over $3,000 and have now had 5 failed delivery attempts, this is incredibly unacceptable. We have reached our boiling point with this process and want this rectified. We do not feel respected or valued as full-paying customers. We have been more than patient and respectful throughout this process, but have not gotten the same treatment from Ashley Furniture, We expected to have everything delivered, brand new, clean and in mint condition in ONE DELIVERY. Offering my parents a $100 gift card to use towards a future order is absurd, considering they will now be hesitant to do business with Ashley Furniture moving forward and they have lost out on work & pay because they've had to stay home to receive these deliveries.

This is just a terrible way that they've been treated and prioritized. See the attached pictures from our multiple deliveries. Incredibly disappointing experience with management giving us a ton of excuses and no solutions despite us paying in full for an order that cost over $3,000. Makes you wonder why our family was not prioritized...

On September 29th we visited the shop at Millennia and bought a full dining room plus : dining table, 6 chairs, sofá table, and end table. Till that point is all good, all items in stock and ready to deliver. The delivery was scheduled for October 11th. I didn't like to wait for that long bc we recently moved to a new home and needed furniture for the house. We are using a folding table and office chairs at this point for our family meals. But accept that delivery timeframe bc that items were the one the family liked the most. All good, all set, did my concession for the family.

On October the 7th received an email to confirm the delivery on the 11th. Did it. All set and willing to have a dinning room for the family's meals. Then the issues started. During the week I received a call that they will need to postpone the delivery regarding the storm. I accept that even though I have other deliveries scheduled that weren't cancelled such as IKEA products and utilities replacements from Whirlpool. Both companies /business honored and respected the commitment with the customer regardless of any situation. I was not happy but didn't complain and understood the situation. Rescheduled for October 21st. During our lunch today, I even joked with the kids that today , Oct 19th, would be our last meal on this improvised table. A couple of minutes ago I received a call informing me that my delivery will need to be rescheduled one more time because they don't have the dining table in stock. What?! When I paid for that it was there. When they scheduled the first delivery it was there, even at the second delivery schedule. Now, they don't have the product anymore? Is this a joke @ashley? I don't know what is happening with business nowadays. Maybe this is a corporate issue, not respect the customer and have them like just one more. Do not honor commitments. Honestly, I miss the old way of doing business where just people's words were valid and honored. No we have to go through a booklet of paperwork to sign as at the end be disrespected like this as a customer. Shame on this company @Ashley.

Update 10/28/24 The Customer Service contacted me on the reply below. We started exchange emails and I send all information requested. The best I got was Customer Service informing what I already knew, the new delivery date. Believe or not, they were able to do nothing. Just waste of time dealing with one more person on that company.

A couple of days before the delivery date I got a confirmation email that the delivery will be done as expected. A day before another one. And guess what, my delivery was missing one item. Again, believe or not, after the confirmation they had all products I bought at the store during the purchase moment, after 3 reschedules due different situations (including missing item), one item was missing.

This is just disrespectfully and unbelievable. I just was informed about the missing item when the truck driver arrived and told me what they would be delivering that day. Nobody from the company advise in advance and I didn't heard from them till today. The delivery was last Friday...

Number one selling furniture? Absolutely not. this place is the worst in every aspect. To begin the say we bought our furniture Juan rushed us because he wanted to go home. We ended purchasing furniture from there and for what was that? The day we were supposed to get our delivery our order was incomplete. but wait there is more...... two of the items that were delivered were completely smashed and broken. the delivery guys had the audacity to ask us if we wanted a technician to come and fix it for us(which for the record we payed for the protection plan) are you kidding, we didn't buy from the outlet we bought at the store. We obviously declined and told them that I wanted what we payed for. So not only was the furniture damaged but they delivered a mattress with no base. Being that I have a disabled husband with a amputation, we went to the store where we bought at the furniture at spoke to the manager David which was absolutely no help. He told us that he was going to have a temporary box spring to deliver so that my husband wouldn’t have to sleep on the floor and that simply was just an excuse. That was on a Sunday and he said that it would arrive at my house no later than Tuesday. Out of good faith we waited until Thursday which for the record he never followed up to see if we received it. When we go on Thursday guess what? There was never a box spring ordered. Ashleys then called us to tell us that the original bed base that we ordered you be delivered today June 14th 2020 which we have records of the confirmation of the delivery going to be shipped today. Once again no follow through! The truck shows up with 1 out of two boxes needed to install the bed. So therefore no bed for us and my husband continues to sleep on the floor . We tell the delivery guys that the order was not complete and he tells my husband that there was two boxes there but that since he didn't see the label on it he didn't grab it 🤦🏼‍♀️ Once we called our local store and spoke to David according to him he said that we were going to get a call within an hour from the warehouse so they can have one of their guys deliver it. we waited and waited until I called David back. he said he was going to call dispatch again and 3 min dispatch tells is that they cannot deliver it today that we would have to wait til Tuesday when in all honesty it should of been done right the first time. I proceeded to call the man who told me that it would be delivered today after all David and he said that he was under the impression that i received the bed but it was not installed when he darn well knew what the issue was. I asked him to speak to someone in corporate and he said that he had no way to get me in contact with corporate. This has been a circus! First impressions are very important and this is my first and last time...