Ashley Store — Local services in Sanford

This is going to be an updated however, very long review I would like to think Vic the store manager for all his help and getting me a resolution to the problem that happened to my loveseat. Back in 10 / 2023 he was not the store manager at that time, but he stepped up and assisted me when the former store manager left me in the lurch.. back in 10 / 2023.

I purchased a Francesca dual power reclining sofa with console and i had it delivered and before it even got into our residence the delivery men dropped it 4 feet from the bed of the lift gate on the truck my heart sunk because I saw it got dented. I contacted the store because I wanted to refuse the delivery. However, none of the delivery men spoke any English, which I find wrong delivery people, must be able to communicate with others. I went back-and-forth with the original store manager and Customer Service. I reached out to Vic after dealing with Customer Service for many months he told me he was the new store manager and he would do what he could.

I finally got a resolution with his assistance after a couple attempted deliveries of an exchange that were really no better than what I had , And going round for round, dickering back and forth with Customer Service escalation department, I was finally issued a partial refund, I don’t think without Vic this new store managers assistance. Would I have been able to even get that far so my rating has gone from -1 to a 3.

I hope the store and the company appreciates a store manager that’s actually caring enough to go out of his way to assist someone because clearly it was a battle before he got there he saw something wasn’t right, and it attempted to correct a wrong even though because of Customer Service escalation department, which is not in his control, it took longer than expected. We finally got to a resolution, so thank you so much. I appreciate everything you did.

I honestly wish we had more customer service representatives that were located inside the United States that understood and spoke a language that people understand that would probably bridge. A lot of the issues that I had to deal with because they’re given a script and they stick to the script. they don’t care about Customer Service they don’t care about your problems and I really think that if some thing is in the United States, we should also have United States customer service reps.

There are many people that are disabled or semi retired that would be more than happy to work part time from home, answering the phones for...

I have bought several thousand dollars of furniture from Ashley. I have a dresser that is just a little over a year old that has a drawer that won't close properly. I tried for over a month to schedule via the website, customer service line and a text line that nobody ever answers. Out of frustration I visited the Sanford Store where the local team was able to get me an appointment for a repair within a few days. The technician showed up, but sat in front of my apartment in his work van talking to a lady with the AC blowing. Then he switched up and started texting someone (all why I sat and watched for over 20 mins). I walked out to make sure we was an Ashley tech and when he noticed me staring at him he opened his window to ask me if he could help me with something (in an aggressive tone as if I were bothering him). I then told him he was supposed to be there to fix my dresser, but after that I told him to just leave and asked for another tech. Then I get an appointment the next week and at the scheduled time of arrival the Ashley reps were blowing up my phone expecting me to confirm my address (sorry but I was on the other line). Then when I was able to call them back they did not answer and started texting me instead to say I had missed my appointment. My lady was home waiting all day and their technician never even came to my door (again). I have a ring door cam and the tech tried to say we didn't answer the door. When I told dispatch I have a door cam they then said he couldn't find the apartment and it was my fault since I didn't answer my phone. So funny how the delivery people found my door when I was paying all that money, but the repair techs can't even get out of their trucks to knock on the door or ring a doorbell. WORST CUSTOMER SERVICE EVER! I will never buy another piece of Ashley...

My experience at Ashley Furniture was extremely disappointing. While the furniture itself is of good decent quality, the sales staff completely ruined the experience , especially NAWAL who flat-out lied to us about the product warranty. She convinced us to pay an extra $200 for an insurance plan that turned out to be useless. When we confronted her, even with the invoice showing her name, she denied ever helping us. When she looked up the invoice which clearly had her name on it and then had the nerve to lie again, claiming it wasn’t her and turned away and walked away. Unbelievable. level of dishonesty is unacceptable. DO BETTER !

On top of that, my spouse and I had planned to purchase more items, but this entire situation turned us off completely. In an effort to make up for the bad experience, we were convinced to buy an ottoman, thinking we were getting a good deal only to find out later that it was already on sale online, where shipping is also free. In-store, they hid the online pricing from us and tried to charge us for delivery. We had to push back just to get that charge removed.

So let’s break it down: we were lied to about a $200 insurance plan, misled about the pricing of an ottoman, and tricked into believing we were being compensated , when in reality, we still walked away $150 in the red. A $50 "discount" on the ottoman doesn't fix being misled and overcharged. And we walked away with a new purchase. Crazy right?

These sales agents have zero integrity. They care more about their commission than about treating customers with honesty and respect. If you’re thinking of shopping here, go in to look at the furniture but do not buy in-store. BUY online where the prices are transparent, shipping is free, and you're not being played and no one is making...