Ashley Store — Local services in Orlando

Hind was awesome and very helpful. Thanks for your help on making an easy process for us

UNFORTUNATELY I have to revisit this review. The sales process was great but after I left the store ...everything has been absolutely awful and I will honestly never shop with Ashley Furniture again. Where do I begin....

We were adamant about the delivery time frames as we have a lot going on and we checked every item, prior to purchasing, to ensure it would meet the specifications we needed. We were told it could all arrive Wednesday the 6th but we had them schedule it for the 8th as we weren't going to be at our second home in the middle of the week. We got the text that delivery would be 9:15-11:15 and prepared accordingly. However, we were woken up at 7:53 to an unmarked gentleman, in an enterprise truck, who didnt speak a single word of English telling me he was there for my delivery. We were obviously not ready as my entire family was asleep and we had blankets and piles of pillows to sleep on due to no bed. I asked them to give me a few moments to wake everyone up and get things out of the way. They eventually understood and agreed. I went outside to notify them we were ready, only to find my brand new living room furniture sitting in the dirt on the lawn....nevermind the concrete porch we have along the entire side of the house...no...all in the wet rained on lawn.. immediately attempted to tell them to move it but they couldn't understand English, so I started moving it myself to the concrete. Let them know to proceed with delivery....

Upon entering the home and delivering items, the bedframe/drawers for one of our bedroom sets was completely damaged. They had to call customer care and report it and then whatever process to take it back. In the meantime, I got a call from customer care, notifying me that when my delivery arrives, the king mattress for my room will not be on the truck as it did not come in time. I was very confused as we ensured lead times met our expectations prior to purchasing. I asked when it would be delivered and I was informed they'd need to look into it - I also didn't understand why I was just now finding out about it, after the delivery crew was already at my house. Here I drove to this second home, stayed the night on the floor only to find out my bed wasn't even being delivered. I confirmed everything else would be delivered minus the mattress and now the damaged bed frame/drawers for my son. All continued on and then the crew informed me that my bedroom set could not be setup because the hardware to put the bed frame/drawers was missing. So now three major parts of my purchase are not being delivered on time.

I spoke with customer care again who told me they would work to have everything redelivered ASAP. I called Hind who was off so she could not assist me so I called the store....spoke with Emily (supervisor) who seemed very nice and wanting to help but to this day (now the 12th - 4 days after all this disaster) I still have none of the items. I made it very clear that I go out of town on the 14th and I'm gone until the 27th - hence the reason the delivery date was so important - nevermind the fact I had to sleep on the floor of my home all this time as we made plans and arrangements to be at this home based on the delivery date and expectations. I last spoke with the store supervisor, Emily on Sat and was told she'd continue working on this and get back to me - last I heard about anything was that day Sat when she informed me I was SOL until Thursday for redelivery....the day I leave to go out of town LOL (all I can do is laugh at this point)

To say I'm livid, and upset is an understatement. To spend almost 9 grand on furniture and go through this type of customer service (or I should say lack there of) is appalling. I regret 1000000% purchasing from them and I will never visit them for my furniture needs again.

Helpful tip - go to their competition rooms to go...not only was it cheaper but came on time and without damage!...

Edited on 4/22: The saga continues! I’ve talked to several different people over the course of a week, all of whom said would call me back. No one has called me back. I get a call today, 4/22, to say that the missing piece will be shipped out early to mid MAY. I told the person that wasn’t acceptable, it’s been 3 weeks of this non sense and I expect it to be overnighted. She stated she’d have to talk with her manager and will call me back. Let’s see if I actually get a call back. This is my first time shopping at Ashley’s and it will be my last!

———————————————————————— I would like to start off with the service at the store was great! My issue has been with delivery and beyond.

Before my couch was even delivered (according to the delivery guys) it was damaged and taken off the truck. When the new couch was put on, no one apparently checked to make sure all the pieces were there. I get the delivery, with the guys nearly breaking my sliding glass door by forcing the couch through, and after it’s all set up they realize the center cushion is missing.

The delivery guy gets on the phone with support to let them know, and then hands the phone to me where I confirm the missing middle cushion. They said it will be ordered and shipped.

A week later the cushion arrives. It’s the WRONG cushion. I immediately call the store to let them know and they said they’d order the correct item, but it will take 7-10 business days.

I’ve had multiple calls with them and it’s now been 2 weeks and I still have no replacement cushion. I get a call for a “tech appt” and they go over the order and say they’d see it was delivered. I went through everything with the new person, AGAIN, and said I’m still missing the CENTER cushion.

After much back and forth, it was determined that whoever I spoke to after the wrong cushion was delivered, never placed the order for the correct item.

The customer service is awful! There is no way for the stores to communicate with the warehouse in order to have items expedited in cases where it’s needed. I had people over and not enough seating for all of them due to the missing cushion. There needs to be better customer service and better standards. All of this headache could have been avoided if everything was checked, double checked before the truck pulled out of...

I originally placed an order at the Altamonte location, where the delivery was a no-show twice. Frustrated, I decided to give the Millenia location a try. I explained everything to both Mike the manager and Moe the sales rep, and they assured me my experience would be completely different this time. They also agreed to honor the original price I paid.

Shortly after, the manager enthusiastically told me he had an even better deal — instead of the 20% off I originally received, they were now offering 25%. After everything I’d been through, I appreciated the gesture. But within 30 minutes, I was told the original discount was actually the better deal. So either the manager misspoke or misunderstood the pricing — either way, I ended up paying exactly what I paid before. At that point, I just wanted the couches delivered.

I made it clear that I had already taken two days off work waiting on deliveries that never came, and I wasn’t about to take a third day off without confirmation. Both the manager and sales rep gave me their phone numbers and promised to personally let me know when the couches were loaded on the truck.

I called. I texted. I left voicemails. I asked a simple question: Are the couches on the truck? No response from either of them.

Instead, at 2 PM, I just happened to check my email and saw a message from Ashley’s with a tracking link. To my surprise, it showed my couches were scheduled for delivery between 2:30 and 3:30 PM — just 30 minutes away. I had to scramble and request last-minute time off from work to rush home. And when I got there? The tracking still showed the same delivery window… yet two hours later, I was still waiting.

Eventually, the couches did arrive — but the lack of communication, follow-through, and respect for my time made this entire experience far more frustrating than it needed to be.

Customer service at Millenia was just as poor as Altamonte. The only difference this time? The couches actually showed up.

As if all of this wasn’t bad enough the loveseat arrived dented/damaged, and now I have to wait for a technician to come the following week to take...