Ashley Store — Local services in Wesley Chapel

UPDATE March 2025: After emailing the address they responded with below, we were to have a delivery February 8th, which never happened. They were to delivery new section of couch and pick up broken one. Last call I placed about 10 days ago, they were trying to say we need to pick it up again, I said no due to the bad experience and that's how the couch was originally damaged. Their response is they have to get approval and will reach back out, still haven't heard anything.....this is a joke. I'm extremely disappointed and will NOT spend any additional money with Ashley Furniture; I will try a different furniture store and would highly encourage you to do the same if your reading this. If you do decide to purchase, do not let them talk you into the protection plan because it's useless and they really do not care; also to note eveytime I called the service line you can tell it's dispatched to another country, maybe Philippines or something, so there's also a communication barrier.

Went in store to the Inverness location 12/13/24, customer service was great there and I purchased a couch, sales tech was great and he highly suggest I purchase the warrenty, which he said was amazing and if there's anything to be fixed they take care of it, the only thing they won't cover is from animals: scratching, biting or pecking at the furniture. Any repairs they take care of, if the service tech deems the couch cant be repaired, they will replace it; if that specific couch is no longer available they will give you credit towards a different couch of equal value.

My husband did a warehouse pick up Saturday 12/14/25, we needed it that day; they dropped it on the trailer and he was scared it was broke & asked for a different "box" just in case it was damaged and of course its all boxed up; employees stated they didn't have another at the warehouse but if it's broke you have 72 hours to report the damage, so we reported it.

First I called the warranty number which I got no where; so I went in store to the Wesley Chapel location and they created a case for me. I had to call weeks later about it because I never heard from them. I had to submit pictures via email to show the damages, they agreed a tech needed to come to the house.

Service tech Jason was at the house Saturday January 25th, he was able to fix some things, but one part of the couch couldnt be fixed in home(picture 5) needed a whole new part of the sectional to be replaced. He went outside and made some phone calls, ordered parts for one side, said the sectional was ordered and set a date for today, also said to call when parts come in and a tech can come out & install them. I got the parts this week, but the funny part is I never called them when I received the parts, and I never heard anything all week; I called Friday and on their end they show another service tech to come out and fix the issues with the ordered parts, not a delivery. Nothing about the whole part of a sectional being replaced.

Service tech Peter just left and he was going to try and repair it, we said no, the tech last weekend said the whole couch needed replaced and could not be repaired, but now this guy is saying yes it can be repaired? They need to get on the same page.

This is a mess and the customer service & communication is terrible....I like the couch, but with paying so much for brand new furniture, I expected way better customer service & communication. Will update as...

This is an update to my previous review from 3 weeks ago. I received a response from the store owner account that suggested that I send an email with more details of my problems/poor customer service for a possible solution. I did this via email with an attached invoice to - solutions@ashleyfurniture.com, subject line - Attention Dem B, on May 8, 2025. I received no response to this email and a follow-up email a week later. Dear solutions@ashleyfurniture.com - store owner, why won't you honor your review response by communicating with me for a solution to my problem?

My original post is below. I couldn't be more displeased with Ashley Furniture lack of customer service.

My wife and I purchased a new mattress and adjustable base from Ashley Wesley Chapel in February 2025. We were told by the salesperson Brigitte, that the delivery and installation that we paid additional for included hauling away our old mattress and box springs. I believe that this is customary in the mattress business. When the delivery people delivered and began preparing to set up the new mattress, they indicated that they could not remove the old mattress. This obviously did not meet with our satisfaction. We told the delivery/installer that if that was the case, that they should just take back the new mattress. At this point, we called the store and spoke with the salesperson there, who also spoke with the supervisor for delivery. The delivery supervisor then told the installers to install the new mattress and bases, and place our old mattress and box springs in our garage, and he would schedule a later pickup of these. After this later pickup did not occur, we again spoke with the salesperson, Brigitte, who reached out to the store manager, James, who assured us that we would be placed on a schedule to haul away the old mattress. After this pickup again did not occur, we made 8 phone calls to the store from March 11 to April 8 and were unable to again speak with the manager, but were told in 1 conversation with Briggite that James had scheduled a pickup for March 20. So, we cancelled our plans for that day and stayed home for the pickup, but no pickup occurred. We again spoke with Brigitte who said that she would find out what happened and would get back with us. On April 13, we were finally able to speak with James, who said that he was still trying to schedule a pickup and would get back with us with a date within 72 hours. We never received a call back and at that time, decided to stop wasting our time with the store. The mattress and box springs are still in our garage after nearly 3 months. I don't know what further recourse I have. I would like to rate our experience as 0, but the lowest available rating available is 1. This lack of honoring their commitment, as well as ignoring our communications to try and get a resolution is totally unacceptable for any business, but even more so from a large player in the furniture industry. I noticed that someone from the store has responded to some of these reviews. I would welcome a response here, along with a commitment to complete our purchase agreement by hauling away our old mattress and...

April 15th, we walked in to buy a bedroom set and walked out with 3-bedroom sets, adjustable electric bed frame and some décor pieces. Upmost attention when it comes to selling. Salesman Genaro did his “job” however later in the process failed to follow up on two different occasions. April 26th the day of the delivery, main bedroom set dresser bottom drawers are not shutting all the way, so we created a ticket before the delivery crew left. Once all the mess got cleaned up and settling in, we noticed a) we ordered the wrong size bed frame (and this is completely on us), b)there is a crack on one of the nightstands with the main bedroom sets, c)the other nightstand’s light is not working and d)there is a scratch on one of the drawers of the secondary bedroom sets dresser. Called the very next day trying to reach the location MULTIPLE TIMES and the sales rep. had no luck what-so-ever. The following day took time off to make it in the location to report the issues. Tickets were created. 09223253, 09223282, 09223313, 09218929. We were told there is an approval process for setting up an exchange of the bed frame but once the approval is received either the location or the customer service will call. All kosher, up to here. Well, we started to receive picture request emails for tickets where ASHLEY completely fails to attach a ticket number to each request. So, we are receiving picture request emails (multiple of these emails) not knowing which of the issues to address. I mean there is absolutely no indication of what ticket or product is being referred to. After getting off of the phone with a rep, we uploaded everything into one ticket and set up the technician date. Tech comes in, absolutely has no idea of any other issues yet he is only there for the "drawers not shutting". He kindly addresses the scratch on the shelf by ordering a replacement shelf (which we still have not received), states nightstand crack is not fixable, and “fixes” the drawers that were not shutting. Well fix is probably not the word I would use… Yes, the drawers are now “closing” but the whole thing is crooked and not soft closing at all and when mentioned to him that the drawers are all crooked… Listen to this carefully, we were suggested to put the HEAVIER CLOTHES ON LEFT SIDE of the drawer to fix the drawers crookedness I KID YOU NOT this is what we were told by the technician. He also said, while attempting to fix it “whoever put this together did not put it together correctly”. After we mentioned our dissatisfaction with the repair. He said he will put it in the notes, and someone will be in touch with us. We received confirmation of the drawer replacement order being processed shortly after. But no calls regarding the crack on the nightstand, and/or the crooked drawers. Well, a week passes by, I call in to check on the repairs just to find out the tickets were closed and that if anything they can send another technician. I have asked for the replacement of both products, the nightstand and the dresser so tickets were reopened. A week later, STILL NO RESPONSE.

And there is STILL NO RESPONSE ON THE BED FRAME REPLACEMENT since April 28th! Today...