Ashley Store — Local services in West Melbourne

07/22/2023. At this point we have requested a full refund- filed a complaint with the Better Business Bureau and requested the FURNITURE BE PICKED UP. Photos are of the exchanged sofa from May of 2023. Delivered damaged, Ashley is not willing to give us a new sofa. The fabric is stretching/ shedding and pieces of the couch are broken and poking through the back. 07/08/2023 Now over a year trying to resolve quality issues with defective furniture we purchased. Unfortunately the ball has been dropped again- we did resolve the issue with our original purchase and was able to exchange the furniture for new. With the delivery we were rushed because the drivers were running extremely late. It was very difficult to communicate to the delivery crew, they did not speak English. They showed us the schedule on the phone showing they were behind schedule and had to go. We were also supposed to have the defective furniture picked up the day before and no one called. We assumed the delivery people were taking it. A call had to be made to the store manager who resolved the pick up of the exchange. We did not have a place to store it. We had to unwrap the second sofa and put it in the bedroom ourselves. After inspecting the new furniture, there was a rip in the arm of the Queen sofa sleeper, made by the razor knife- and one of the springs on the back side is flexing in the fabric every time the sofa is sat in. Eventually going to puncture the fabric. The local store we purchased from and customer service was immediately contacted and it took weeks to get a response. We had to file another claim through customer service. A technician came out and said he was going to order a new arm- and repair the brand new sofa. We were notified via voicemail while we were out of the country (24hours before the technician will be arriving next day) we had no phone service- on a cruise. Once we returned, we called to reschedule and no return call from technician- or from customer service. I called on July 4th 2023 and scheduled for July 8th 2023 and when we did not receive a call to confirm the repair appointment- I called customer service. They said the appointment was cancelled and that the part needed to be ordered again. No one from the store, repair company or customer service called to let us know the appointment was cancelled and we rearranged our schedule to make sure we were available. The hours spent trying to resolve this matter is ridiculous and we live about 45 minutes from the store and have made several trips there to handle in person with still no resolve. The new furniture is already wearing, shedding and the quality is disappointing. It will not last! I requested a new sofa since it was damaged at delivery and they are wanting to repair it only. We furnished most of our home with Ashley spending a large amount in total. There is little to no service after the sale. We will no longer be purchasing from Ashley - the difficulty of trying to communicate at a store level and to customer service alone has be too challenging with no resolve. When you call the store phone number it is never answered and customer service is no help with no management to speak to.

Original post : Thank you so much to our sales consultant Tom, and Christopher, the new store manager. We appreciate all of your help with our existing and new furniture purchases. We will continue to make this location our store of choice. Both are very knowledgeable and professional, thank you again for...

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Went to the store on 1/4/2025 to look at recliners. Kim was very helpful. We then decided to look at beds. Kim seemed pretty knowledgeable about these too. We decided to purchase an $8000+ bed. We then set up delivery for 1/11. We received the standard email telling us to be sure the area was free of any existing furniture. Our bulk garbage pick up day is Friday. We made sure everything was out of the way and the old mattress was out to the trash. Even moved all our vehicles out of the driveway as to not be in the way. Saturday comes and the delivery arrived. They started unloading our pieces and setting them on the driveway and my entrance sidewalk. They then came to my door and informed me they did not have the base to my bed! NO ONE called in advance to let us know this. I now have no place to sleep. I called the store, I am told the sales staff has no way to know if they have the pieces I ordered when making the sale! How do you sell something that you don't know if you have them in stock? Is that even legal? I should have been told it would not be available BEFORE I threw out my old bed. It was left to the delivery people to tell me while they were delivering the rest of my items. We immediately called the store. They cannot do anything until the truck has checked in at the end of their day! Why? They can clearly see I did not get the base, even told me they could see that. They do nothing extra to make it right. Now I am waiting until Wednesday or Friday before I can sleep in a bed! I have tried contacting my salesperson but she has yet to call or text me back. There are no managers available to talk to until Tuesday! Pamela has been pretty nice to deal with, considering the reviews I'm sure she has had to deal with many unhappy customers. Unfortunately, she is only able to say she is sorry and offered a $100 refund on $9600+ sale. I feel these practices are unethical. Selling items you don't have, no way for sales people to know if they are selling you something that is not available for your delivery date, no followup before you move and/or remove your old furniture for your delivery. I have done everything right up to and including picking up the garbage left in my driveway from the delivery. Now I wait, with no place to sleep, to see when the rest of my bed will be delivered. I sure hope nothing is wrong with my items or if I need to exchange the mattress (I was told I have 90 days to do this) because I have read other reviews regarding issues with getting things corrected from unsatisfactory items. I may update this review after I receive all my items. Take this as your fair warning.

*EDIT 01/17/2025 Received a base 5 days after originally promised. Unfortunately, the base I received was a Ergo base. I ordered, and paid for a Ergo ProSmart base. Two levels up from the one I received. I went back to the store. Ana and the store manager are very nice and professional. Ana is currently working on getting us the correct base. We are not sure, as of now, when to expect the delivery of the correct item. Also, emailed solutions@ashleyfurniture.com 4 days ago. I'm still waiting to hear back from them. Will update again when...

When you go to buy a bed clearly you’re going to take your time we looked at probably 20 different beds laid on different beds in different bedding stores and we found ourselves at Ashley where we thought, OK we think we found our bed. We talked to the sales person asked him how long has the mattress been on the floor, said four months. Asked isn’t there a stigma with pillow tops, salesman says no no no they’ve come a long way since doing pillow tops way different technology now they hold up much better. So with the firmness and the information combined with us taking our time and deciding between all these different models, we selected the bed that we did from Ashley. It was a Serta model that had a pillow top and not only did the bed breakdown within the first month of owning it we called we placed a service call., this can’t be right. They said they’d send someone out we scheduled it. They said they would contact us the night before to give us our window. They did not contact us. The service people showed up and of course nobody was home to receive them. this happened an additional time before finally getting a third representative who said when scheduling with me that if I don’t get a call, here’s the 800 number that I can check in with the night before. Well that finally worked on the third try after having the mattress looked at and it being even worse by the time of the inspection. We sink in deeply like a sinkhole your stuck in it, the center of the bed there is very visible hump, firm and what the mattress was in the showroom and what we expected in comfort for years to come. And we’re now stuck with a $2000 bed and Ashley‘s telling us so I’m sorry but it meets the guidelines? Despite practically begging sharing that I have had excruciating shoulder and neck pain. I keep waking up with headaches most mornings because I am apparently grinding my teeth being tilted by the uneven decomposition of this mattress, and have my shoulders sinking into my ears as the bed is tilted as the top half of the body is heavier than your legs and yes we rotated the mattress the first month, but we don’t get an exchange or re-selection. We get nothing more than I’m sorry it meets our guidelines of acceptable, total trash. I can’t fully blame Ashley for the bed but I can blame the saleman for outright dishonesty, glad you got your commission or the possibility this mattress was not handled properly and their lack luster robotic que card responding customer service and their total lack of care as an organization, you spend a lot of your life in your bed, it matters! Good sleep or lack there of effects your health. I know for a fact they can return this bed to the manufacturer and get credit for a defect but again nothing but it meets our guidelines…..5 weeks in and a broken down mattress come on that’s ridiculous and out 2k....