Ashley Home Store

The only saving grace of this review not being 1 star was the in-store service we received from associate Kyle - very nice and polite associate. While Kyle was very helpful in store when purchasing the furniture, the delivery and customer service post delivery is horrendous. After spending several thousand dollars on furniture for 2 rooms, 1 nightstand arrived damaged - the frame and all three drawers had damage as well as the drawers not opening. The electrical cord was also scuffed up. It was clear this piece had been damaged as it did not have any of the protective covers on the hardware or drawers. It should have NEVER been taken off the truck. Ashley should be ashamed they deliver product in this condition. The delivery team left the nightstand and insisted we needed to wait to be contacted by a representative to discuss replacement. The representative that we have talked to several times on the phone is completely unhelpful and disrespectful. It took 4 days for the Ashley customer service team to come back and say a technician needed to be sent out 2 WEEKS after that date. The pictures submitted as seen here clearly showed damage that CANNOT be fixed. I called again after being told managers only come in after 10AM EST and the new representative told me my nightstand would indeed be replaced and not need the technician appointment. After that I heard nothing for 2 days after being told I would be contacted in 24-48 hrs. When I called after 48 hrs, I was told by the customer service rep that they get A LOT of claims, so it sometimes takes longer than 24-48 hrs and that only a request for replacement had been submitted not a need to schedule the replacement appointment. It took another 4 DAYS to get an email stating the replacement request had been denied. Keep in mind I was assured in store when purchasing the protection regard that there is never an issue getting something corrected. I will now need to continue to call or wait for a technician appointment only for the final decision to be to replace the broken nightstand that arrived broken BY ASHLEY. This is disgusting behavior by a company that simply needs to replace a $450 nightstand. It will be over 6 weeks since purchase that I am WITHOUT an unbroken piece of furniture. DO NOT BUY from Ashley. They should be ashamed how they treat customers.

BUYER BEWARE! We had a bed frame snap in half on us at 3 am because their delivery team did not bother screwing the frame together AND the hardware wasn't even delivered. Upon going to the store the General Manager is too busy to care about the safety of his customers and the manager evidently has no authority to do anything. Due to their "process" they won't even take the broken bed frame on the truck coming to our house today. The gross negligence of this company is unreal. After being loyal customers for about a decade we will never be shopping here again.

Kimberly Weiss was outstanding. She met us at the door without pressuring us. She asked what we were looking for and listened. She let us shop without hovering over us. She guided us based on our interests and didn’t disappoint. We ended up purchasing more than what we came in for and we were extremely happy with her service! I highly recommend the Ashley Store and Kimberly as a salesperson! Thank you for a very enjoyable furniture shopping experience.

I was thrilled to meet Dee Boatswain she was a huge help to find just what I needed. I wanted a very specific size love seat recliner for our RV. I’ve had a very hard time finding the right size to fit. Dee did all the things I needed to get the measurements. We ended up with only one choice but I love it. Very pleased can’t wait to have it arrive.

Horrible experience - stay away! We visited a couple times to get some furniture. First visit was just to browse. Kimberly W. was the sales rep who joined us, and she was very pushy and engaged in hard sales and trying to upsell us while engaging in dishonest tactics. We were looking for a mattress among other things, but she pointed us to the most expensive mattress they had and tried to get us to buy it, even though she had no clue what we were looking for. And when I asked about pricing information about the mattress she pushed, she left out key information that would affect pricing by several thousand dollars. She was a complete turn off, and my wife and I almost decided to not purchase anything at Ashley, simply because of her pushy, obnoxious sales tactics. Our second visit was somehow worse. We came back with a very specific plan for what we were going to purchase. We knew which specific items we wanted; all we needed was a rep to get our order in their system. It should’ve taken 20 minutes. Instead, it took 3 HOURS! Michael L. was our sales rep, and he decided to regale us with lengthy personal stories that had no relation to our sale. He did this not once, not twice, but probably five or more times; it was so many, I lost count. He took what should’ve been a quick visit and made it ridiculously long. I didn’t have the time, but I was stuck. My wife got so frustrated she excused herself a couple times to just get away. But he capped it off with shady sales tactics. He and his manager snuck in five year warranties for our furniture in our sale without ever asking us or even telling us. These warranties cost hundreds of dollars. I only noticed they had added this when it was too late. It was flagrant deceptive sales tactics. I will never shop here again. STAY AWAY!

I love Ashley Furniture, it was a pleasant experience working with Eddie Diaz. He will give you the best advice and details on the items you are looking for. I will definitely come back and purchase more furniture from here.

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 all your help.

Jeff Campbell is the superstar of the Melbourne, FL Ashley store. We are furnishing an entire house from another state and contacted Jeff at all hours - even on his personal cell - to order and arrange deliveries within the short windows of our stays. He is extremely attentive and goes the extra mile to ensure your satisfaction. The furniture looks fantastic and even though the dining table arrived damaged they were incredibly prompt to schedule a replacement. I highly recommend Jeff and Ashley Furniture!

Had a great experience at Ashley's, with Tom as my consultant. I was juggling 3 different setups and he helped walk me through many various combinations finally landing on the perfect setup. Tom was knowledgeable with regards to form and function for the space I was trying to fill. I would absolutely recommend him to anyone in a similar situation as my own.

When you go here, ask for Eddie. This guy is a breathe of fresh air and a FANTASTIC person to work with. Made the whole shopping experience easy and professional. When we first came in the store, he introduced himself, let us know he's there to help if we had any questions, then let us go on our way to shop on our own. He didn't 'hover' and pressure us into anything - something I particularly appreciated. 10/10 and would highly recommend him to anyone. Very knowledgeable on the products, and truly looks out for your best interest.