Ashley Altamonte Springs, FL 32714

Poor customer service!

Walked in last minute before closing time, received by Rachel here in Altamonte. Already came in with idea in mind, showed her a few images on my phone and she took us straight away to the items in store. End result, ordered a tv console and sofa table. She was very helpful and explained things thoroughly! Thank you Rachel!

We've visited several furniture stores in the past few days as we're in the midst of aremodeling which will include new furniture. Ashley had the best selection of furniture items among the stores I visited. And their prices and terms were quite competitive. And the lead time required for delivery was by far the best. But what really set Ashley, Altamonte Springs, apart was our Salesperson, DAVID BRUCE. David interviewed us to determine our wants/needs in terms of our aesthetic tastes, functionality and durabilty requirements, rooms sizes and colors and then matched his extensive knowledge of product styles, prices and availability to our wants and needs. He was attentive but never pushy, friendly and polite, made useful suggestions and answered questions we would never have thought to ask. In short, he was a true professional. We ended up buying all of our needs from Ashley and DAVID BRUCE was the primary factor in our decision to do so. So if you need furniture, he's the person to see.

I had a great experience shopping at this store..The customer service there is very excellent…I had a sale person helped me his name is Max Bhola…he was the best sale person I had he helped me get what I needed…if I can give him 10 stars I would..He did a great job!!!!

Because I like Ashley design, I've bought 2 couches, a desk set, an entire bedroom set, and various miscellaneous pieces over the years - and this experience will make those purchases my absolute last. I have had the MOST frustrating experience with this store and this brand that I could imagine. My latest experience is worth going into detail over - I have not had a bed to sleep on in 10 days now due to Ashley's horrible policies/customer service. I ordered a full bedroom set on 4/2/2022 for a couple thousand dollars (order number 111384460) that was scheduled to be delivered 4/30/2022. Entire Bellaby bedroom set. FIRST ISSUE - I am told by customer service that the salesperson or someone internally fulfilling orders at Ashley, wrote down the wrong SKU/pieces and I WAS SENT PIECES TO A BED THAT DO NOT FIT TOGETHER AND THUS, IT CANNOT BE SLEPT IN. Those incorrect pieces arrived on 4/30/2022 and the delivery technician (who I paid extra for – and who showed up alone and had to ask my husband for help moving the furniture upstairs because he could not do it alone - lol) put the bed together even though it was very clear the bed does not fit together properly. The delivery tech also delivered the 7-drawer dresser I ordered, without holes drilled in it and could not put the mirror up and just left it – and lastly, did not install any drawer handles. I tried to report all this to Ashley within about 5 hours. SECOND ISSUE – I try to report the issue but I’m caller number “257,” so I have to wait. (This is literally lol-worthy.) I call the store directly and get told I’ll be contacted by customer care after 72 HOURS. Cool – five more days without a bed! I keep calling customer care with my now-established case number, because after additional time, no one is contacting me whatsoever. When I finally get in touch, customer care says can’t send a tech out to “assess” the issue until two weeks after delivery date. After I said that was unacceptable, I got special treatment – got sent a tech ONE week after delivery date. The tech arrived and confirms, yep, they sent you the wrong rails, bed does not fit together and cannot be laid on. Fixes the 7-drawer dresser. Says “customer care will contact you” on whatever happens next to fix my bed – has no idea. THIRD ISSUE – If this can even be separated from issue two – it has now been 10 days with no regular updates (unless I seek them myself and hound the customer care line) on my bed that I still can’t sleep in. I have to keep calling the customer service line who tells me today (5/9/2022 – 10 days after delivery) that THEY, customer service, actually placed an order for the CORRECT size rails – sent them to this Ashley store – but the Ashley store actually REJECTED THEM and sent them BACK to customer care headquarters – because they would not “give the customer a credit?” You cannot make this stuff up. Complete miscommunication. No credit involved other than Ashely’s entirely diminishing credit through this process. But what I end up with is still no correct rails and “SOMEONE WILL CONTACT YOU WITH AN UPDATE.” I went to the store on 5/10 and the store manager, Loren, indicated new rails would be sent and delivered 5/12. On that date, the wrong rails came AGAIN. Loren had told me to call her if I had any problems – I did so and she told me that Ashley does not give refunds, and I’ll have to talk to a national hotline about this issue??? This is INSANE.

They have the most terrible customer service on the planet. Clearly don’t care about their customers. They keep pushing back my order based on mistakes on THEIR end. If they screw things up one more time - I am going with someone else. I am for sure never buying furniture from them again. I will take my money somewhere else.

Because I like Ashley design, I've bought 2 couches, a desk set, an entire bedroom set, and various miscellaneous pieces over the years - and this experience will make those purchases my absolute last. I have had the MOST frustrating experience with this store and this brand that I could imagine. My latest experience is worth going into detail over - I have not had a bed to sleep on in 10 days now due to Ashley's horrible policies/customer service. I ordered a full bedroom set on 4/2/2022 for a couple thousand dollars (order number 111384460) that was scheduled to be delivered 4/30/2022. Entire Bellaby bedroom set. FIRST ISSUE - I am told by customer service that the salesperson or someone internally fulfilling orders at Ashley, wrote down the wrong SKU/pieces and I WAS SENT PIECES TO A BED THAT DO NOT FIT TOGETHER AND THUS, IT CANNOT BE SLEPT IN. Those incorrect pieces arrived on 4/30/2022 and the delivery technician (who I paid extra for – and who showed up alone and had to ask my husband for help moving the furniture upstairs because he could not do it alone - lol) put the bed together even though it was very clear the bed does not fit together properly. The delivery tech also delivered the 7-drawer dresser I ordered, without holes drilled in it and could not put the mirror up and just left it – and lastly, did not install any drawer handles. I tried to report all this to Ashley within about 5 hours. SECOND ISSUE – I try to report the issue but I’m caller number “257,” so I have to wait. (This is literally lol-worthy.) I call the store directly and get told I’ll be contacted by customer care after 72 HOURS. Cool – five more days without a bed! I keep calling customer care with my now-established case number, because after additional time, no one is contacting me whatsoever. When I finally get in touch, customer care says can’t send a tech out to “assess” the issue until two weeks after delivery date. After I said that was unacceptable, I got special treatment – got sent a tech ONE week after delivery date. The tech arrived and confirms, yep, they sent you the wrong rails, bed does not fit together and cannot be laid on. Fixes the 7-drawer dresser. Says “customer care will contact you” on whatever happens next to fix my bed – has no idea. THIRD ISSUE – If this can even be separated from issue two – it has now been 10 days with no regular updates (unless I seek them myself and hound the customer care line) on my bed that I still can’t sleep in. I have to keep calling the customer service line who tells me today (5/9/2022 – 10 days after delivery) that THEY, customer service, actually placed an order for the CORRECT size rails – sent them to this Ashley store – but the Ashley store actually REJECTED THEM and sent them BACK to customer care headquarters – because they would not “give the customer a credit?” You cannot make this stuff up. Complete miscommunication. No credit involved other than Ashely’s entirely diminishing credit through this process. But what I end up with is still no correct rails and “SOMEONE WILL CONTACT YOU WITH AN UPDATE.” This is insanity. I am returning everything at this point. Nothing is worth this frustration when I also work a full time job that doesn’t include babysitting my own order. Additionally - the quality of the Bellaby set is very poor - that is on me for not looking more closely in store - it's basically pressed particle board painted with a cheap, chipping paint that has a bad chemical smell. The pieces are flimsy at best and certainly not worth thousands of dollars. UPDATE - I went to the store on 5/10 and the store manager, Loren, indicated new rails would be sent and delivered 5/12. On that date, the wrong rails came AGAIN. Loren had told me to call her if I had any problems – I did so and she told me that Ashley does not give refunds, and I’ll have to talk to a national hotline about this issue??? This is INSANE. So I paid $2,500 for furniture I cannot use

Terrible customer service, the GM of the store provided no help when I told him the couch we bought was the wrong color. Even during our conversation he walked off and started helping another client. The one we wanted versus the one we got Update: after two years our couch is nearly falling apart.