Ashley Store — Local services in San Carlos Park

I ordered a couch online (order # 725006969338) on 2/25/2022. I received a phone call from someone at Customer Care at Ashley on 3/8/22 to let me know that my delivery was scheduled for 3/26/2022. She said I would get a call the night before on 3/25 to let me know a more specific delivery window for that date. I also received an email confirming this scheduled delivery, and also stating that I would get a reminder email a few days prior to delivery. The week of my supposed delivery, I never got a call or email. So, on 3/25 I realized I could check my order status online through the confirmation email I received. When I clicked the link it took me to City Furniture, the place fulfilling this order, and on that site my order was listed as cancelled.

I immediately got on Ashley Furniture's online chat, where a customer service agent said that they just looked up my order and it was, in fact, not cancelled, and that everything is fine and would be delivered 3/26 as promised. They also gave me the # to City Furniture and told me they were delivering. They REASSURED me that all was fine and that my couch would DEFINITELY be there 3/26 as planned. Unfortunately, they straight up lied and/or had no clue what they were talking about.

I had a feeling I should call City, so I did. They let me know that Ashley had called them around mid-March to let them know to put the order on hold due to "credit card issues." They instructed me to call back Ashely and then have Ashley call them back immediately right then because, per City, Ashley's communication is sometimes not good. (Yea, seriously!). Mind you, I hadn't received ANYTHING from Ashley indicating that there had been a problem with my order and I would have literally never known if I hadn't contacted MULTIPLE customer service people at these 2 places.

So, I called Ashley right after this conversation, was put on hold for a long time, and was supposed to get a call back because of the wait. When I finally got a call back, a customer service person confirmed that in fact the order was put on hold due to "a problem with my credit card" that they never specified. She kept saying the same thing without being specific and when I flat out said, "I have always had enough funds on the card," she acted surprised (as if "oh, then this shouldn't have happened"). My credit card, also my bank card, had no issues this whole time - I had been using it everywhere. No problems. Anywhere. Definitely more than enough funds on it this whole time. The customer service person said I'd have to talk to the finance department, which was already closed for the night. She also couldn't tell me any kind of time frame for the couch delivery, should the finance department fix their error the next day. She had zero information. She said she'd call me back "first thing" tomorrow morning to straighten it out. She didn't. Big surprise.

I cancelled my order via phone the next day. That was the only good customer service I received from Ashley - the person who canceled my order was courteous and prompt. Otherwise, their customer service was terrible. Their online customer service chat especially was completely useless. They seemed to have no clue what was going on. I talked to at least 3 customer service agents online and they were all completely useless. I ordered a much better couch, for a much better price, from Wayfair. It came a few DAYS later. I regret not ordering elsewhere in the first place rather than waiting an entire month only to be completely disappointed and angry. I will NEVER EVER order from Ashley ever again. Or City for that matter. What an absolute waste of my time. Learn from my mistake and don't waste your time with...

Where do I begin…. DO NOT BUY FROM THIS FURNITURE COMPANY. YOU ARE BETTER OFF WITH RENT-A-CENTER. “Premium delivery”… Yeah right…

The furniture buying process was seamless at first, Michael S. my salesman was very professional and helpful. He answered my questions thoroughly and graciously. I purchased an $1800 sectional couch. Upon delivery, I received a call from the delivery men (30 mins out) from an Opa Locka Florida number (Miami warehouse). The men were extremely unprofessional. No class or professionalism at all. I live on the fourth floor which they stated they could not fit the second piece of furniture in the elevator and that they would have to return it to the warehouse because they could only walk it up to the third-floor. I asked them to at least try to fit it in the elevator, because I get it who would want to walk up four flights of stairs with a heavy couch. THEY BOTH didn’t even ATTEMPT TO MAKE IT FIT OR MY SECOND OPTION if I gave them $60 cash under the table they could do WALK IT UP FOR ME. I was shocked and in disbelief as I had paid $180 for what they call “premium delivery.” My premium delivery service ended up being ME dragging my couch with one of my neighbors into the elevator. Which it FIT. If I would’ve known that I would’ve BEEN TREATED SO POORLY I would saved the money and paid myself for assembly and installation of the couch. Which I did. Maybe I can work for Ashley-City furniture. I NOW know exactly how to assemble and deliver sectional couches. The delivery men ended up leaving my second piece of furniture in my parking lot for me to drag to the elevator and into my apartment myself. The morality and customer decline of this company is insane, the brand image they portray to their customers in the final stages of their purchase(s) are astonishing. Nowhere in my initial buying process did I think that I would have to basically carry my couch to my apartment myself, when I paid $180 for delivery. WARNING Be careful when buying from this location as a majority of the furniture will come from the Miami warehouse with probably the same delivery men. They should be ashamed of the employees they hire and they should be ashamed that the employees represent this company in such a poor way. I refused to pay the $180 delivery fee which was refunded back to my card. Here are some pictures for...

My husband and I were moving from New Jersey to Cape Coral. We saw furniture at our local store that we liked. I called Ashley in Fort Myers and spoke with Randi. We gave her all the numbers of the furniture that we wanted. She said it would take about 2 weeks to get. I expressed how overwhelming it is to move and purchase furniture. She said she would make it a very pleasant experience.....well, it was not! Delivery was scheduled for 3/18. The day before I receive a text message saying our dining room furniture was not going to be delivered and my sales representative would be in touch. I called her twice that day and she never responded. Called again the next day and I missed her call. So I texted her to find out when the dining room furniture was coming. She said she had to check with the management team for an answer. In the interim our bedroom furniture was to be delivered between 2-5 pm. When she finally got back to me, she said the furniture would be in on April 1st. The delivery of our bedroom furniture still hasn't arrived and it's now 5:30. I received a call from the driver at 4:30 saying he would be over within an hour. Well, that never happened. When I called again, I was told our delivery was canceled. I reach out to Randi again to find out if the dining room furniture can come in sooner and told her our delivery was canceled. They said they couldn't get into our gated community. This has not been a positive experience at all! We went to a local furniture store looking for living room furniture and it was delivered the next day. It's amazing that Lowe's, Mattress Firm and FOS furniture had no problem getting into our community but your company did? Hmm. We canceled our entire order and will never do business with your company. Completely disappointed and Randi never called to apologize to me......I guess you don't need our business! Our Ashley store in New Jersey has much better...