Ashley Global Retail — Local services in Tampa

I have been dealing with the Ashley Furniture Company becz of a purchase at Sanford Florida Ashley Furniture store for almost 9 months because of a bad delivery. The delivery drivers dropped my dual powered reclining loveseat with console off the top of a liftgate, and it smashed into the ground bending some of the mechanism, so it’s not really reclining as it supposed to. I tried to refuse the delivery, but neither driver spoke English when I contacted the store , the store manager in 2023 said to hang onto it and he would order me a replacement and then it would be exchanged when I got my credit card bill. I noticed that they also charged me the full price versus the sale amount that was a few hundred dollars less. After I didn’t hear anything from the store manager for a week about replacement I called back and then all of a sudden the old store manager then turned into a jerk saying we need to have an inspector come take a look at it situation and that’s where we have been going around for around ever since I’ve had the same inspector come out twice even though I requested a different inspector, I have spoke to numerous people at least 60 hours worth of phone calls., at least four hours worth of emails, back-and-forth to the BBB Customer Care Agent Ashley Global Ret Dept of Ashley Furniture and I’m getting nothing accomplished. I asked her twice to escalate this and now I’m not getting any reply at all. I had a replacement scheduled a couple of weeks ago, and it looked worse coming out of the box. The sad part about that was nobody bothered to even open the box and inspect it. They just wanted to deliver it to me as if I was stupid that delivery was refused, and I have photos because it looked worse than the one that fell off the truck in 2023, so more time wasted waiting on a bad delivery as it was never inspected , and it literally had broken pieces in it, staples missing and sticking out the delivery man said to refuse it and I did. I originally purchased my dual power console loveseat in October 2023. It is almost the end of June 2024 and I’m still dealing with Ashley Furniture company, and now their corporate area.. I won’t mention any names, but the woman I’ve been dealing with, at Ashley is in the BBB Customer Care Agent Ashley Global Retal. She wanted to offer me $150 refund and just keep what I have now my total was originally close to $2000. It was on sale so they did refund me back in October 2023 400 because it was on sale bringing my total down to 1600+ dollars and now they want me to just take 150 measly dollars and keep this as it is and I refuse to do it. So I am asking someone higher up in the corporate chain to contact me. My information can be received throughout your company as I’ve been emailing you guys regularly back-and-forth for months.. Someone needs to step up to the plate and take responsibility and assist me fairly once and for all. I don’t think there’s anything wrong with me asking or expecting a few hundred dollar refund considering I’ve almost been dealing with you guys for nine months I have over 60 hours worth of phone calls over four hours worth of emails a few hours worth of waiting for a delivery that was refused and the prior week before that I waited for a delivery and then you guys canceled on me to offer me $150 and we’re even is an insult. I hope someone reads this and gets back to me because I have filed a complaint with my local BBB and I contacted the consumer protection agency, because as of now this is not fair business on your end. I always have had Ashley Furniture most of my adult life and had never had a problem with it. I have had nothing but a problem with this one piece of furniture and Ashley Furniture company in general for almost 9 months now can we please get to the bottom of this get some thing fairly done we can both agree on so we both can be done with each other. Because we’re beyond wanting an exchange we don’t want your furniture anymore at all. You had your chance let’s talk refunding some of our...

In October of 2022, I purchased over $13K worth of furniture from the Ashley Furniture location in Staten Island which included two bedroom sets and two couches. The furniture was delivered in February of 2023. One bedroom set was delivered with cracks in the wood and one couch was delivered with a ripe down the side in the material. I sent the bedroom set and couch back that same day and a new bedroom set and couch was not delivered until May.

In April of 2022, before the new bedroom set and couch arrived I purchased two additional bedroom sets and four mattresses totaling over $8K from the Ashley Furniture location in Staten Island. The sale person who worked on my order was named Gigi.

It is important to note that on both occasions I was never told by the sales person at the time of purchase that any of the items were final sale or a NO return policy upon delivery.

After the furniture mattresses were delivered, I contacted Gigi to let her know that I needed to exchange the queen size mattress for a king size mattress. Gigi said that this would be fine but in order to process the exchange I would have to come into the store.

This week I returned to the Ashley Furniture location in Staten Island to process the exchange. I dealt with a different sales person at the store. I let this person know that I was told by Gigi an exchange had to be done in-store and she pulled up my order and I confirmed the queen size mattress purchased for $1,700 was what I had wanted to exchange for a king size and that it was delivered but still sealed as it was never taken out of the package. The sales person called customer service and when she hung up with the sales associate she told me that there was a 3-day window after the delivery date to return mattresses and because my queen size mattress was delivered end of May the store could not process a return or exchange. I asked to speak with the sales associate who was named Fran. When I had Fran on the phone while still at the store location, she told me the sales person who advised me of a 3-day window return policy was wrong and that upon delivery mattresses were final sale whether or not still sealed in the packaging it was delivered in. Then Fran said the only return permitted is on the date of delivery if customer service is contacted about a defect in the mattress, but that because I made no such call I was stuck with the queen size mattress. Fran was extremely rude and condescending during our call. When I expressed to Fran how upset I was given I spent over $20K on furniture from the store and not only was I never told in advance that any items had a no return policy but rather I was told by the sales person at the store Gigi I COULD EXCHANGE the mattress unopened --she stated in response "look, how many times do I have to tell you we don't allow returns on bedding items bottom line." I asked to speak with her supervisor and she said no and gave me an e-mail address to contact.

After I left, I looked on the main Ashley Furniture website to see if there was a return policy listed and there was conflicting information. According to the website, returns for in-store purchases might have different policies and suggested to contact the store directly. It further states that returns are permitted within 30 days from the delivery date but then in a separate section it states mattresses can be returned if damaged or later found defective and suggested to contact customer service within 72 hours of delivery.

Notably, I was taken back by how many negative reviews I found regarding the very same issues I experienced with the Ashley Furniture. The negative reviews all mention defective furniture being delivered and no advance notice given that items had a no return policy or specific window of time to do so. Despite these negative experiences so many customers faced with Ashley Furniture it seems that the corporate office could...

Original Review from the Ashley Distribution Center:

If I could give these guys negative stars at this point I would. Consider the one star a bonus. I placed an order on 5/21/25 and chose a delivery date on 6/13/25 to allow time for everything to be in the warehouse and no surprises on delivery date. I received a call on 6/9/25 around noon to inform me that everything for my order was in the warehouse ready for my scheduled delivery on 6/13/25 except for the ottoman. Not ideal but I was okay with that because it was a small item. I placed the order well in advance because I knew I had an 850+ mile drive to be at my Bradenton home. Fast forward to 6/12/2025 about 400 miles into my drive I was called and informed that only 2 of my items would be delivered. So I’d really appreciate it for someone in management to explain to me how my item mysteriously just vanished between 6/9 and 6/12 at which time I was already traveling. The 2 pieces I received are very nice but I will only be in town until the morning of 6/15/25. Am I going to be able to trust Ashley Furniture to do what they say when the item is rescheduled….or will I be wasting time and money to travel again for things to vanish again? Beware if you make an Ashley purchase online you will never speak with a customer service agent or manager outside the Philippines. I visited the Ashley store in Sarasota (where we visited weeks ago to look at furniture before placing online order) yesterday and was given what was supposed to be a local all center number. They were definitely wrong on that because when you call that number you get an overseas call center. I want to believe someone in the corporate offices of Ashley Furniture actually cares because I did receive a call (obviously from the overseas call center) asking how the delivery went very shortly after the partial delivery was made. By the way those guys were great even though nothing else regarding this order has been a pleasant experience.

UPDATE - 6/19/2025 I followed the instructions in the reply from Ashley Furniture within a few hours after it was posted. Two days have now passed and I have not seen a reply or received a call from anyone at Ashley Furniture.

UPDATE - 6/20/2025 Another day has passed after following the instructions in the reply from Ashley Furniture. We are on day 3 with no reply or call from Ashley Furniture :-(

UPDATE - 6/23/2025 Another 3 days have passed since following Ashley's instructions and submitting information via email...Do you think I've seen a reply from Ashley Furniture? NO of...