The in store experience was fine. The sale associate was good, and he let us look around the store without checking in too much. The buying process was pretty smooth. I would give the in store team a four out of five especially the manager. She was very nice and helpful. Everything changed when it came to deliver. THE WORST experience I have ever encountered!!! We ordered a mattress and it had to be made so the deliver was scheduled for two weeks out, which was fine. We confirmed (twice) two days before our scheduled delivery and thought everything was set. We blocked off our whole day to receive the delivery and set everything up (on a Saturday). We waited around all day and they just never showed up. Extremely upset at this point we call Ashley Customer Service. They tell us that our delivery was canceled because our bed was not ready. Why did no one call and tell us this?!?! We call the store to see what was going on and they said there was nothing they could do. They said it would be ready the next day so we rescheduled for a new delivery with all of our items for Sunday between 8am and 12pm. We even had them send us an email to confirm. No surprise they didn't show up again. Call Ashley Customer Service and they tell us they have nothing in their system about our delivery. Ashley main customer service is so horrible. They do nothing to help you and just tell you to call the store, but then the store says they have nothing to do with delivery. Almost a month after purchasing our items we finally received everything. The store was great about helping us deal with this disaster, and they were pleasant to deal with. Ashley Customer Service line on the other hand was absolutely terrible! Unfortunately, I will never shop at Ashley again or recommend it to anybody all because of the terrible customer service and delivery. There just seems to be zero communication between anyone there. read more

Is there anyone in Corporate that can please, please, help me?? I bought this sectional set October 15, 2011 and I'm experiencing a manufacturer defect issue with the sectional. 2 months ago they started to bubble and peel and the skin on each one is starting to drop off each piece of the sectional little by little. I love this sectional and I have it for show in my home in an area with little or no use. I furnish two homes with Ashley Furniture and my whole family also shops at Ashley's. I've been trying to address for two months and receiving no customer service from store. I receive different answers with no solutions. They informed me at the store that 2 years ago they found out the chemical reaction of two different materials was causing the bubbling to occur and Ashley discontinued selling the products. Hoping someone can help a dedicated customer. read more

Amazing service from the moment we walked through the door! Sandra Marrero was professional and knew her stuff! Thanks!!

beware.............. bad store...great before the sale no help with problem, furniture and walls where damaged no one wants to help

So thankful for Erica Stevenson! She is a phenomenal employee and deserves every bit of credit for the outstanding customer service of Ashley Furniture. We have bought all our furniture form them and will continue to do so, especially because of Erica. She shows impeccable customer service and think she isn't just management material, but upper management material. So thankful for Erica and Ashely Furniture. I highly recommend them. read more

Absolutely horrible. If you have any issues good luck they will not help you. I keep getting the run around. I have a rip on the side of my sofa. I only had for a year and i just paid them off. the warranty is complete bullshit. When i called to see if i can use it or get a refund on the warranty i got Nothing !!!! do not trust the sales associate they will lie to you... Worse customer service ever. I wish i went some were else... I lost 700 on just warranty on my furniture that i cannot use..... The furniture alone was 5,000. What a waste of time. Unless you have money to burn this is the place for you. And do not, do not .... DO NOT... Buy the warranty they will pull it on you... Do not buy. read more

We had a great shopping experience working with Shelby at the Waterford Lakes location. She was patient, friendly, and very knowledgeable about current trends and interior design. We didn't feel the typical high pressure often present in sales/commission environments. Shelby went above and beyond to guide us towards our perfect setup. Our furniture was delivered within days (Nate -- you were awesome! Not a scratch!) and was exactly what we expected. Thank you to Ashley's for keeping quality employees that made a usually stressful experience very, very enjoyable. We are looking forward to our next visit. read more

Happy with our purchase, I give thanks to the salesman Harry Serrano and the manager for a great service and trying to give us the best offer and attention. Delivery was good and on time. read more

I just had an excellent experience buying living room furniture at this store. Scott Howard was my sales person and he was excellent. He was pleasant and helpful but did not shadow you and make you uncomfortable. He was very knowledgeable of the furniture and able to guide us through the process. Would definitely seek him out again to assist with my purchases. read more

My husband an I went to get furniture for our new place and were very pleased to meet our sales associate Vance, who was extremely knowledgeable and very helpful and patient with our indecisiveness. We eventually got all pieces we wanted and felt comfortable that we were making an informed decision without pressure because of all the information we received from Vance. We were very impressed with the time he has clearly taken to research the products. We also were very happy with the support of the manager Pearce in assisting us in making our purchases. Great teamwork and service! read more

My brother was picking out furniture for his new home and brought along me, my husband, his son, and his mom. Our salesperson Jessica did a wonderful job considering she had to deal with 5 of us at one time. We are looking forward to getting the new furniture. read more

Ordered a sectional, the representative said it would be delivered 10 days later. We received half of the sectional 10 days later with the delivery crew saying "Oh they should have told you that some of the pieces were on backorder". I had to call and inquire about the backordered pieces, had to setup the appointment myself, no one proactively let me know about the backorder or to schedule a new delivery for it. 26 days later from purchase I now have the sectional. Terrible service. The premium price on the furniture here does not warrant the lackluster service. read more

Ms. Jess Smith just gave us the worlds best deal. She said what she was going to do and she did it. No games. Way better than all the other mattress stores along Alafaya and Colonial. Ask for Jess if you go there! read more

John is knowledgeable and very attentive to clients' needs. I am a repeat customer. I like the quality of the furniture and the variety

My initial purchase and experience was awesome. I bought the protection plan for my furniture thank goodness. I had some damage to my nightstand and was able to have it replaced hassle free. Just had to submit my claim, they were unable to properly fix the existing one, so they replaced it for me no problem. So thankful we bought the protection coverage. Ashley furniture delivered it quickly and I am so happy. read more

Horrible experience, beginning to end. The sales person couldn't get the price right because he kept adding shipping twice plus the system was overcharging on certain items which had to be manually changed by a manager. The process of purchasing took over an hour even though we had a list of the five items we wanted to order. It should have been a simple process. Delivery has been one of the most painful experiences I've had. We were told that the delivery window would be a two hour window and if we didn't like the date/time of delivery, it could easily be changed. Not true. It was a four hour window and it was a take it or leave it option. We had to accept the date and time given to us or be rerouted for another week. It didn't end there. For some reason, one of our pieces was placed for delivery on another date- so we had two delivery dates. We were never told and only discovered this when it was missing from the truck. I now have to take off work to sit home to have piece delivered. Called the store and talked to two managers on different days, both said they would assist with delivery adjustment since it was not our fault, no one ever called back. The managers have not even attempted to call us back yet alone try to make it right. Unfortunately, we will not be buying at this store or any other Ashley HomeStore. read more

In April I purchased furniture from Ashley furniture. Upon delivery i did not accept all of the furniture which resulted in a refund of almost $4,000. Original purchase was made with a debit card but before refund was credited to the debit card I closed the account. According to the financial manager at the store I needed to furnish proof of the account being closed and when received AF would issue me a check. Well, it's 3 months later and I have yet to receive a check. Ashley Furniture customer service is the worse! I call and wait on hold for a representative for at least 10 minutes for them to tell me there is nothing that they can do and that I'll have to call back. My shopping experience at the store was excellent. My sales person, Carlos, was the best. I even love every piece of furniture that I brought from Ashley but unfortunately I will never shop with them again nor will I recommend anyone to shop with them. read more

i just bought a mattress and queen size bed from ashley furniture store in waterford and had it delivered to my home on monday, july 16, 2018. two delivery men came to my home to deliver it at 6:30 pm. luckily my children were not at home at the time. it was only me and my little dog at home. the men identified themselves with their ashley furniture dry fit shirts which i thought would be ok. they did bring the bed that i ordered inside my house. i led them to the masterbedroom where it supposed to be. in having a casual conversation with both men in my bedroom as they put the bed together and in place, i spoke what little i knew of spanish to them. they told me they are from cuba. and as our casual conversation continued, i told them that i have kids, no boyfriend and no husband. the taller one of the two leaves and the guy who is shorter and looks like my height (i'm only 5'2) gives me a tongue kiss and shoves his tongue in my mouth wanting to french kiss me. he then wraps both his arms around my hips (waist area) and pushes me back onto the bed and attempts to rape me. the whole time as he was shoving his tongue down my mouth and picking me up toward the bed i kept repeating and repeating, "no!" "no!" "no!" (as my head was turned to my right-because i didn't want his advances, him to kiss me, to pick me up and lay me on the bed i just bought from ashley furniture store), but was being insistant as i kept saying no! i got up off the bed and walked to the front door. he kept trying to talk to me in spanish and from what i could understand, he was trying to get my number as he was handing me his cell phone to sign my name with my finger (electronically). as i signed my name the 3rd time, i still said "no" to him as i shook my head no to him and he walked out my front door. i saw the other guy who walked out earlier was closing the door to the back of the delivery truck. he shouted thank you to me. i then reponded thank you and good bye and closed my front door. i suggest that no one has any furniture delivered to their hom by ashley furniture in waterford orlando, florida because even though they are only contracted to deliver for ashley furniture, ashley furniture is reponsible to do a background check on anyon who works/does a job or delivers for this company!!!! he was wearing a black dry fit ashley furniture store shirt so you would think it would be ok since you just bought a new bed, right??!! never again, am i going to buy from ashley furniture store in waterford orlando!!!!!! i am still shaken up by the whole experience!!! i went to ashley furniture store in waterford after this happened to me on monday the 16th, 2018. today is wedesday, july 18th, 2018 and i still haven't heard from someone at ashley furniture store--- no one has called me back!! i was just assalted by one of their people and i got nothing!!! i have been in touch with the police department and i am pressing charges and it has been reported as a crime now. the officers have visited the waterford store and i have had a couple meeting with the police as well. but i am very disappointed that i have not recieved any word what so ever from anyone from ashley furniture store waterford. it is attempted rape!!! never again!!! do not go to this furniture store!!! it very tramatic!!!!!!! Signed- Jennifer S. ORLANDO, FL read more

Purchased furniture and a mattresses , after a few months of sleeping on a beauty rest mattress we called Ashley Furntiure an told them that the mattress was staging were you sleep, they sent someone out an he saw how it sags when you lay on it but they do a test with a string an if any part of the mattress sags over a inch an a half they take it back but he saw how it sags so bad when you even sit on it . He said he would explain to Ashley but they never even called back . A $2000 mattress completely useless an not even a call back . So here's a tip if you bought a mattress from here an it's bad an you need to exchange it , take an put a 250 or 300 pound object an let it sit on the spot for a few weeks then they have to take it back ! read more

I am not a happy customer and will not return for any other purchases.While trying to shop and make my decision on what I wanted to purchase I was harassed by the sales person named Erick Rivera, every step that I made he was right behind me. I told him once entering the store that I was here to look and if I needed him I would let him know, but of course he obviously did not get it. He was right on my heels( had I backed up I would have stepped on him). He was not knowledgeable about the products sold there nor did he know anything about the process after purchasing the furniture. He even messed up my order and I did not receive all of my stuff once the order came. Being very frustrated at that point, I called the store and he said it shouldn't be a problem and I don't think that you will get charged for it (a promotional that was going on), I said I better not, you are the one that screwed up. Once he corrected his error I asked him how long before I received it and of course no answer back (Friday) and then on Monday I texted him again and said that you never answered my question and he said oh its on its way, still no answer, then I asked again and he said June 7th (this is one month after my original order). I then asked him why so long and his answer: that was a great promotion and it seems like what you chose is a very popular one, its on back order but for sure it will still be available to you. Sales people like this will kill your business Ashley Furniture and don't think that I want tell everyone that I know how horrible your service was. read more

I will never buy from Ashley again. The furniture is nice for the price and the new collections are nice. The sales reps are pushy but not too pushy. The problem lies with their manufacturing and delivery. We ordered a sofa and two chairs on February 7, 2015. The delivery was scheduled for March 9, 2015. I understand waiting up to four weeks but unless I am customizing a fabric, I don't expect any date past that. They called around 10 times to schedule delivery the Friday before for 10AM to 2PM. I took that Monday off work. At 7:30 AM on Monday the 9th, I recieved a call telling me the sofa was damaged and they would not deliver. The new delivery date was March 26. I was very upset as I had taken the day off and now only chairs were being delivered. They made no attempt to get me a sofa any earlier and no offer of a any accommodation. Needless to say, we canceed the entire order. We will go some where else where the customer matters. read more

Just moved into your new apartment yesterday and we decided instead of piecing together our old furniture to make it work we were finally going to buy new and be proud of the home we live in. So we decided to do our shopping here at Ashley. Emanuel was our sales person he was, to be honest,very up front and truthful about the quality of the items I was purchasing. I would recommend him to anyone furnishing a home. I also spoke with the floor manager a little, he seemed nice. I told him we were also in the market for a new mattress. But since I was already at my spending limit with the new dinning, living room set, and bedroom set, the old mattress would have to. I asked if he would throw one in with the purchase but there was no dice on that deal, but he did say he would call back and see if he could give me a very generous deal after reviewing my ticket. I hope he can, but all in all I was very satisfied with the purchase for the price. read more

On Thursday, 9/1/16, I purchased a dining room set with the protection plan. I was told it would be delivered Tuesday 9/7/16 and that I would get a phone call with my delivery "window". On Friday, 9/2/16, I received an automated call stating my delivery would be made on Tuesday, 9/7/16, sometime before 7:00 pm. I called the 800 number to get a better idea of roughly what time it would be delivered. I was told that I would be receiving an automated call on Saturday, 9/3/16, with an updated (more accurate) "window". Never received that call. I called Monday, 9/6/16 in the morning and the CSR took down my information and said since she couldn't get anyone in the warehouse on the phone, she'd call me back that afternoon. At 5:00pm, I called back and was informed that the table had been backordered and it would be another week at the earliest. I told the CSR that someone should've made that clear when I purchased the table, 4 days ago! I requested a cancellation of my purchase, which they did without question (good) but no one I spoke to seemed at all concerned when I told them this was the first time I've shopped at Ashley Furniture and if this was the best they could do for customer service, it would be the last time! I didn't expect any special perks but communication is critical in customer service which Ashley Furniture seems to be lacking, at best!!!! read more

im so upset and frustrated with this store i will never recomend anyone to pruchase anything and their customer service is ridiculos. they have made my move so horrible. on 02/13/2019, i purchased a bed with box springs,and a sectional. updated the address on 02/14/2019 in the system and also gave an alternate number since i was going to be at work on my delivery date which was 02/17/2019. my sister waited there alll day. lets back up, they told me they called me on friday 02/15/2019 and told me they had the wrong numbers in the system which made my purchase higher than expected due to an error on their part. i had my sister waiting their all day sunday on 02/17/2019 waiting for the delivery which no one never called or anything. i was at work so i couldnt answer. i received a text message saying they are 10 minutes away but the address they had was showing incorrect. i called the store to find out whats going on and to confirm what address they have in the system. they said no ma'am its the right address and they know to go to the right address. long story short they still went to the wrong address, never called my sister phone in which they had her number so my package was never delivered. their customer service is so horrible, no one was concerned at all. everybody kept pointing fingers. the store was blaming the warehouse the warehouse is blaming the store im just so over it. now theyare telling me they dont have anything until the next 7 days. im furious and livid. i will never use their services again. worst experience ever. so i guess now ill have to sleep on the hard floor because i have no bed for my new apt im paying for. read more

Absolutely AWFUL!!!!!!! We ordered a dining room set. They delivered the first set the top was damaged, they sent someone to repair it and he said you will not be happy with a repair, this was damaged in the factory, Ashley should replace it. So we set up a second delivery, and that one was damaged more than the first one, so we set up a third delivery and that one was worse. We requested delivery after 5 so we could stop losing time from work to wait for damaged tables to be delivered by people who can not speak English and drip sweat all over my table, ukkkkk,. Finally the fourth one was not damaged. The customer service is terrible, they just didn't care, didn't even want to hear how frustrated we were getting, only wanted to set up a new date. I think after 4 deliveries they should have offered a discount or something................. What a lot of wasted time and frustration. Never gain Ashley. Contacted customer service a few days ago and have not heard back from them. Very bad customer service, if my husband didn't like the set so much I would have just not accepted delivery and would have requested a refund read more

We went to ashleys furniture on the 3rd of Feb. John was very professional and got us right to the living room that suited us. The couch was on back order so we had to wait for 2 weeks to get our furniture. I got really excited when we got the call a day before they were to b here to know what time. The time was 130-530 on Feb 18th. My husband and I killed ourselves moving the old stuff out that morning. At 445 I get a phone call from the delivery driver telling me they forgot the entertainment center at the warehouse so the earliest I will get that is next week. No apology. No we will do our best to bring it tomorrow. Nothing. I just had to suffer cause they forgot. We were both upset but still wanted the rest due to our living room being empty. All of a sudden the delivery drivers disappear for 10 mins in the truck. Then I get a call from the warehouse saying they r afraid to tell us but also forgot our two end tables and coffee table. This infuriated me and my husband and the warehouse refused to re deliver the next day. I told them if I don't have everything by sat I will demand a refund and go somewhere else so my next delivery is sat. I get the call today my delivery will b here between 245-645 sat and I confirmed. At 3pm I get a call voicemail from the store saying I never confirmed for tomorrows delivery so I call the same number back and a woman tells me it is confirmed and they never called me even though I redialed that number. I give this store no stars as to the only impressive part was john at the beginning. I will never shop Ashley's furniture again. And to think the fuse would have never been lit if they accepted responsibility and at least said I'm sorry read more

I was and am incredibly disappointed with this Ashley Furniture store. I purchased ~$3000 worth of furniture..per store policy they are suppose to call 24 hrs ahead to give a 4 hr window for delivery..was to be delivered sat between 3-7 pm..at 2:30 I get phone call from dude who doesn't speak English well who says part of the delivery back ordered..what did I want to do? Stupid me I accepted what they wanted to deliver. Explained how unhappy I was, told part may be in Sunday..waited for call all day..none came. Call on Monday..they were happy to say part is in.. they will deliveb aetween 10-2 on Wednesday. Problem which I shared w them..I work so I can pay for the %$#@ furniture..There policy is they cannot guarantee a delivery time...NOTE it is their POLICY..anyway now they will call on Friday to give me another deliver window for Sunday..so another *&^% weekend thanks to Ashley Furniture...I will Never shop there again..oh was offered $150 for my inconvenience I told them unless I can use it at rooms to go or some other furniture store...KEEP IT! read more