Ashley HomeStore Sanford, FL

We purchased a bed from the Ashley furniture store in Altamonte springs Florida. When it was delivered it was never assembled correctly. After sending technicians out multiple times and ordering multiple parts, they were unable to correct the issue. We were given a credit for the full amount of our old bed. We purchased a new bed in August of this year. The same this has happened again. Half of the screws that hold our bed together were not included In the assembly kit when the bed was initially delivered. We were told that the screws and the remaining parts for our bed would be delivered in 2 weeks. We never even got a call back. When I contacted the customer service department I was told that a case had been created and then closed without a resolution. I have called the customer service department at least 20 times since September 26th when the bed was delivered. At this point we have received multiple parts for the bed but despite me calling multiple times, we have not been able to schedule an appointment to have our bed fixed. In the three months that it has taken to get to this point our bed has sustained more damage. If you would have come back within the first two weeks then the bed wouldn’t have the amount of damage that it currently has. We spent 5000 dollars buying new furniture for our home and have had issues with everything that we have bought. The quality of the furniture is horrible. I would strongly urge anyone that is considering buying furniture from them to shop somewhere else. You will regret it.

Beautiful furniture, but I didn't find anything within my set budget.

Sales people do not even know their own inventory. Opened an acct through showcase furniture, Chad lies and false advertises, then just as I get my acct # , ashleys stops selling the couches I wanted so I closed my $3500 acct and they got nothing. Win, win!

They didn't work with us on promotion and equality of the sofas not what they say it is .

Service was garbage, didn't even bother to ask what we looking for

October 6th we purchased furniture and today, November 29, we still have a broken bed and unreturned phone calls. History: October 30- Spoke to customer service about scheduling repairs for damaged furniture that was delivered over 2 hours late on the evening of October 10th. The end of October was the earliest they could schedule repairs for furniture that was delivered on the 10th The order consisted of 3 counter height stools, a queen sofa sleeper with a chaise, an entertainment stand, a king storage sleigh bed, a dresser and mirror, and media stand. There were scratches on the feet of the bed, dresser, and media stand as well as the sides and surfaces of all furniture pieces. All 3 counter stools had scratches and 1 seat cushion was damaged and unrepairable. The entertainment stand was missing 1 door handle and one of the doors didn’t close right. In addition there was a significant gouge on the center bottom shelf with minor additional scratches in other places. A door handle and a counter stool cushion were mailed to us and we had to install them. In addition to the furniture damage, there was damage to our walls and stairwell. After disagreeing with the customer service rep about scheduling a technician, Sharon Matthews agreed to schedule the technician at a specific time and offered $150 in gift cards. While speaking with Sharon Matthews, it was shared that the king bed had collapsed near the foot of the bed after sitting on the edge. Mr. Dudley adjusted the left support leg at the foot of the bed. It was assumed that it wasn’t stabilized properly as it buckled. On the evening of Thursday Nov 8, Mrs. leaned back on her pillows and the bed made a loud breaking sound as the head of the bed collapsed to the floor. Mr. ran in to find Mrs. with neck crooked and below the headboard with feet up. It was necessary for him to pull her up and then out of the collapsed bed. Mr. then had to disassemble the entire bed and take it downstairs and then bring our previous bed upstairs and reassemble it. Mrs. Was unable to assist at all due to back pain that spread from lower back area to mid shoulder area when the bed broke. On Friday, Nov 9th Mrs. spent well over an hour on the phone with Ashley to report the incident. Mrs. requested the bedroom furniture be returned as the bed had broken on her twice. Mrs. Also reported that she had a possible injury due to the incident. She was asked to send pictures, which she immediately texted as requested. She was told that she would receive a call back within 24 hours regarding the possible injury and report filed to have the furniture returned. I have a text stating that a follow up email with directions of what to do next would be sent and the person I spoke to said I would receive a call back in 24 hours. No contact from Ashley was ever made. On Tuesday, Nov 13, Mrs phoned Ashley again. Was on hold for several minutes and disconnected twice before her call was finally answered. The customer service rep requested a complete recap of the incidents and Mrs. requested a manager. After an extended amount of time on hold, a customer manager by the name of Stephanie refused the request to have the furniture returned. She was unresponsive to the significant inconvenience and dissatisfaction we had with our purchase. She was disagreeable and said that someone would return our call concerning the incident and risk management would contact me concerning the injury. We have a broken bed in our garage, a headboard in our hallway, damaged walls in our brand new townhouse. Thanksgiving has passed and Christmas is around the corner. More contact was made to Ashley and more phone calls were unreturned leading up to Thanksgiving. Nov. 19 Nov. 22 Nov. 23 Nov. 25 No phone calls have been returned and no one has contacted us from Ashley regarding any of this. Today, December 3rd, we are going on 2 hours trying to speak to someone about a resolution. At this Sanford location, we have spoken to Destiny, Christie, and were told that the manager, Gabby, would return our calls. Tonight, we are still awaiting a phone call from Gabby as we have are continuing to remain on hold for 2 hours. We have a broken bed in our garage, a headboard in our hallway, damaged walls in our brand new townhouse. Thanksgiving has passed and Christmas is around the corner.

After dealing with the Sanford location and then the joke of a “customer service” line, I can only conclude the whole company is a disaster and isn’t worth dealing with in any form. My wife ordered two tables and the chairs to go with them. They wrote down the wrong address and when they couldn’t find it, instead of calling us to confirm, they canceled the delivery without notifying us. We only found out after my wife and I waited on hold, collectively, for three hours. We were waiting around all day for a delivery they confirmed, but neglected to tell us they canceled. I had to physically go into Sanford location to find out what happened. The next day, they called to confirm the delivery for Monday (one of the days we said was impossible to be home to accept the delivery) and they STILL got the address wrong. I’ve never dealt with such incompetence, disregard, and disrespect as I have with Ashley. We will happily pay more elsewhere for better service than have to deal with this second-rate clown show of a furniture store.

Sofa ripped which u can tell it was not sewed well and they said u pass a year and 1 day so they cant help me! Horrible quality and customer service!! Never buying from them again because they don’t even try to help you

Robey was a great help!

Do not ever, ever, ever do business with this company. Ever. Even if you think you found a good sale, pretty table, or comfortable couch...don’t do it. We purchased a new sectional from here over a week ago, paid cash in full. Delivery date was set for today, 11/25/19. Received multiple texts for days leading up to delivery reminding us. Stayed home all day today patiently waiting. Delivery window came and went. No couch. No call. I had to call them. Turns out a piece of our sectional is on backorder and they had no intentions of delivering our couch today. To make it better, there is no inventory at the warehouse for this missing piece, and no production date for when one will be made! Great. Thanks for the heads up. So now we want a refund. But wait, gets better. When we purchased our sectional, we qualified for a free(!!!) mattress protector, a $160 value! We said, no thanks, we did not need one. But it is free, no charge they say. We take one. Guess what?! Our refund for the couch that never showed up was short $160. If we want our $160 back, we must bring back the protector. Sanford is 30 minutes away, at best. Have you driven down 46 lately? It sucks. So now I need to drive out of my way to return something I did not want in the first place on top of being screwed over on my sectional. This place sucks. Do not spend your money here. I will gladly spend more anywhere else.

I went in to buy a bedroom set, when I walked in a guy at that door said hi. I walked around for 30 mins without being acknowledged. I found 2 sets to choose from and went between both for 15 mins, no one came so I went to the machine to apply for credit and was approved for a large amount. Again I walked between both sets trying to figure out totals, after this amount of time and listening about them talk about who is taking a break, I just left I will buy from someone that will assist me.

Denzel was very informative and helpful!

Awesome service , products are excellent !

Great atmosphere and the professionalism of Jim Martin exceeded my expectation! He took the time to break down info of all my questions,and give us our space to search and helped when we needed him!! Jim Martin is your go to guy! great place to shop!Deff will be back to see Jim! Thx 💯✌️

Robert at the Sanford location gave us OUTSTANDING customer service while we were there. He didn't hover, but was always able to answer the questions we had. Also, the manager, Inder really worked with us to keep things within our budget. I'm not quite sure how the furniture will work out but, all the pieces we bought look great. Update: We got our furniture delivered and realized the table wouldn't fit the room. We then called the store, dealt with the same manager and were told "no refunds unless refused". We weren't ever made aware of that. That leaves us with a piece of furniture we can't use. We also noticed that we were also charged for a 5 year protection plan when we declined it NUMEROUS times. But at least we were refunded for that. So this purchase was not such a pleasant experience after all. That's why my rating has gone from 5 stars to 2 stars The furniture was just ok. Nothing that seemed super sturdy. I'm not sure exactly how well it'll hold up over time.

While the sales rep was very informative and knowledgeable. My dining room table came scratched and discolored. You would think after spending 1600.00 on a table it was come in pristine condition. Very disappointed with their customer service

Horrible customer service. Purchased a sectional sofa & when it was delivered it did not match. After numerous unreturned phone calls & 3 more deliveries over the course of 3 months we have finally received two pieces that match. This business does not care about the customer after the sale at all. Will NEVER purchase from them again!

Pricey, yes. Great quality, yes. Nice staff too!