Zero stars would be more appropriate. FOUR attempts to deliver the same set of furniture over 2MONTHS!! I purchased three rooms of furniture from the Ashley Homestore in Colonial Heights, VA. This order was completed on July 16, 2018. There were nothing but issues from that day on, even after dealing with Chip a store manager, Tabitha from customer service, and Rose a manager at the warehouse. Absolutely horrible experience 1. First delivery on August 3rd: was told pieces were broken and others were "missing" when put on the truck and only got HALF of a sofa sectional 2. They order in the pieces and next time they offered was August 18th (while I was away and told the staff I could not be available) and yet they called me anyways. 3. Next Saturday: I get the notification the day before of what is to be delivered and the half of the couch I was missing was not listed to be delivered. I called AND went down to the store in person and spoke with Tabitha who "found" me a piece to match and added it back onto my delivery. 4. Day of delivery #2: No call ahead of time and NO DRESSER AND MIRROR AGAIN! They couldn't tell me anything except that the pieces were not put in the location to be placed on the truck, that's it. I told them that it was their job then to accommodate me this time since I work full time and live alone, and this was absurd and the worst service I had ever gotten. 5. I was set up for August 30 (delivery attempt #3). Get a call that I am scheduled for 8-11AM after requesting after 3pm due to work. Unacceptable. In the time for everyone to call me back...I get another call from the warehouse that THEY BROKE THE PIECES and could not deliver that next day anyways. 6. I was told then that new pieces would be ordered and I would be notified by a manager the next Tuesday. I wait until Friday and hear nothing. 5:30 pm comes on Friday August 7, and the girl states the next time they could do would be Aug 12-15. So fed up and just wanting my furniture and to be done with this company, I accept the 12th and take time off work 7. Delivery on 9/12 went fine and am beyond glad to be done with this store. I will never be returning read more

I have been waiting weeks to get my sofa from Ashley Furniture. I went in the store on April 17, 2012 and they had half off sale going on and so I ordered a sofa and went ahead and paid for delivery. They said it will be shipped from their warehouse. I called back up their after a few weeks have passed and I haven't heard anything from them. So I said how many more weeks was it going to take, They said up to 10 weeks. I can not believe WHY it takes so long? Do they make all the furniture at a time per customer's request. This is CRAZY! I will write again when I get it. It is going on 4 weeks. I have already sold my old furniture. I am going to scream. read more

This place sucks!! I can find better shit at Walmart!! Won"t be back.. Over priced junk furniture if thats what you want to call it..

A lot of poor reviews here but that was not my experience. Our salesman, London, was a pleasure to work with the entire time through multiple visits. Furniture was delivered on time except for one piece that was damaged. Was told that would be in the next week which it was. Overall I am completely satisfied with my buying experience and will shop there again. Some of these reviews have some age to them so maybe the company is making some internal changes for the good???? read more

Spent an hour in this store on a Sunday afternoon and was never greeted nor offered assistance.

Wish I could give less than one star. Worst customer service ever. They do not care about your needs even when they make a mistake. Do not shop here. Still don't have my furniture read more

Ashley's is soo full of shit! I have an email saying my bed should be delivered today 24 Dec 2015, I haven't gotten a phone call from anyone to let me know when they are coming; everytime I call no one seems to be tracking my delivery. One clerk even told that the goods weren't there yet... Wtf! If thats the case then why do I have email conf. that it would be here today...Everyone is like, "oh you ordered online" well transfer you to all the random extensions...I'm like yeah I ordered online it's 2015 about to be 2016. Worse experience I've ever had! read more

They may offer decent furniture at a bargain price but don't make the mistake of purchasing the warranty. I recently purchased a table that was scratched on the day of delivery. I did my part taking the pictures and sending the email as proof of damage. After 3 days, a representative from Ashley finally called me back to say that yes they can schedule someone to repair the damaged drawer. That was supposed to occur this past Friday. I received a call from their customer care center however, telling me they need to reschedule the appointment because their technician is unable to make it. Ok, so it's rescheduled for today, Monday 2/26- my appointment was for 1-4 and I received an automated call which asked me to confirm my appointment for that block of time. No one shows up for the scheduled time and when I call their customer center to find out why, she informs me the time was actually 8-10 and tells me I can reschedule. She transfers me only for the center recording to tell me they're closed and I have to leave a message. When I try to call Ashley, customer care is also closed because it's Monday- how convenient. So bottom line, be warned - it's a waste of money getting their extended warranty because getting them to actually fix anything will take an act of Congress. And anyplace that doesn't take returns on an item that's not a custom piece is crazy. Most places do for a restocking fee at least because they would certainly get their scratched table back at this point! Never again!! read more

I will never buy furniture from this company again. I purchase a sectional from Ashley Home store the 3rd week of November and I still have not received my ENTIRE sectional. Let me explain ENTIRE for a second. They delivered my family a half sectional. They provided us no notice that we would have to host Christmas with a half sectional. It is now 12.26.18 and the company has yet again reschedule our deliver date. We have expressed our concerns and disappointments and it is beyond clear that they do not care. They do not care about customer satisfaction at all. They have done nothing for the inconvenience this has had on our Christmas and time taken away from work to wait for a sectional that never seems to come. Please save yourself the headache and shop somewhere else. read more

Bought probably the most expensive sectional in the store, but the salesman didn't mention it was sold in parts.

can't even give one star!!! sales portion of dealing with Ashley SUCKS, the delivery portion of Ashley SUCKS, the customer (LACK OF) service portion of Ashley SUCKS SUCKS SUCKS. I paid for one couch and they delivered a much cheaper couch and now won't call me back.... read more

I bought a living room set from this store. My sales person was nice. Delivery was a nightmare. They changed the day and then the guy came 3 hours early and called upset because I wasn't home. I am also very upset because I bought my furniture and paid delivery and paid for the warranty and 2 days later the price dropped $202. I have called and left 3 messages, emailed with Celeste at customer service and I have had another customer service agent call and email on my behalf. It has been 3 weeks now and no one will return my call. They got my money, no need for communication after. I am so mad!!! I just wanted to know if they price adjust? They can't even return a phon call. read more

My husband and I ordered many items from the South Park Mall Store in Colonial Heights VA back in December 2020 and were informed that we would receive the items in about 4 weeks. We are still waiting to receive all of the items we have paid thousands of dollars for. The date keeps getting pushed back, right now, I literally have no idea when we will get our furniture. It is being held hostage. The "store manager" called last week and acted as if he was doing us some favor or courtesy as he called it. He offered the store display of the dining room set which was badly damaged with nicks all over it. That is when we also discovered that the sales person had sold us an 8 chair table when we actually only had the 6 tables. Apparently their sales team tells lies to customers to get the sale. We are still waiting on a call back from the reginal manager whom by the way, was supposed to call last weekend but did not. Also, every time my husband and I walk into the store, we no one greets us. Others are greeted, however. I will not spend another dime in this store. If they could get a below zero rating, I would do it. read more

Where do I even start?! I purchased a sectional and bed on July 15th in store. I was told that delivery would be the week of August 16th. I've never waited that long for a furniture delivery before but I was okay with it because it was actually perfect timing for my situation. Fast forward to the end of August and I'm calling trying to figure out when my furniture will be delivered because it was now past the date. They tell me it would be in the next week. The next week comes along and surprise, no communication. So I call again and tell them that I'm done and they can cancel my entire order and refund me my money. Suddenly all my furniture is magically at the warehouse and they can deliver the next day. It is now September 11th when the furniture is finally delivered. Nearly two months later. Because of the short notice I had to have somebody else go to my house for the delivery. When I got home I see that the corner piece of the sectional is visibly damaged and that the sectional is too big for my space. While I can accept responsibility for the furniture being too big, Ashley furniture was anything but helpful with me trying to get it returned. I called multiple numbers only to be spoken to rudely, given the run around, and get hung up on. So now I have this expensive piece of furniture in my house with two small children and two dogs and I want it out as soon as possible so it didn't get damaged. All I asked for was that they come pick it up but they refused. I finally get in contact with my salesman who was very helpful (no complaints about him). He was able to order me a new piece for the part that was damaged and a new piece that would replace the the part that was too big (chaise lounge). Expected to arrive by October 7th. Almost a month later. October 7th rolls around and shocking.. no furniture. So I call again and get told it will be there "this week". Nope! So I call yet again on October 17th and they set up a delivery date for October 22nd. I tell them that will not work because we have a party and family coming on the 19th and that I have half a couch in my living room and a chaise lounge sitting in the foyer because it was so big it had to be removed because we couldn't open the door with it all put together. I tell them to come get all of it and refund me my money. Surprise, they can suddenly deliver on the 19th. So I finally after three months have my furniture. I should have gotten a refund of around 400 dollars for the couch exchange and now I'm fighting that battle. I will never in my life purchase anything from Ashley furniture. I do love my bed and the quality. The sectional (bardason) is crap and while the cushions are beyond comfortable, as soon as you sit on it, you sink down and fall into the giant gaps between cushions. Definitely was not like that in the store. Just stay away. read more

Please do not trust those people. The quality of the furniture they show me in the showroom was completely different than what they deliver to my house. Two weeks after I bought the sofa and gave my salesperson a good survey , they deliver a damage sofa in my house. I called and went to the store multiple times for an exchange. Nobody wants to help me. They were running away from me. Finally they filled a claim to their headquarters in Baltimore. After a month and 21 days, They sent a technician to repair the brand new sofas I bought. He cut the fake leather and change the cushions and leather of the new sofas. The problem gets worse. The whole sites were sinking. I asked the technician to videotape the whole on the cushions. When they are leaving my house the guys asked me to wait for the headquarters decision. After a month no one followed up with me. I called the store many times they always put me on hold and finally a lady told me that they cannot help me. The headquarter has denied my request. Please DO NOT BUY FROM ASHLEY Falls church. They are not honest. read more

On 10/7/20 my daughter and I went to Ashley's Home Furniture in Colonial Heights, VA to purchase furniture. The sales rep that assisted us that night was "AP". He was very nice and helpful! My daughter asked him when to expect delivery since her move in date was on 11/7/20. AP told us that delivery would be 4-6 wks so ordering it then would be "perfect timing." We purchased a 5pc bedroom set, 4pc sectional, 2 end tables, ottoman, a queen size mattress and base. We were completely satisfied with the purchase AP's help. The reason that I am filing a complaint is due to the following. I called Ashley's customer service on 10/27 to check the status of delivery. The rep that I spoke with advised me that I would not receive my furniture until 12/22. I informed the rep that I was initially told it would be 4-6 weeks for delivery. She stated "I don't know why the sales reps keeps telling customers 4-6 weeks. Delivery time is 8-12 weeks right now." She then said that she could set up a split delivery for me because some of my furniture was in (bedroom set minus the 5 drawer chest, 2 end tables and ottoman). These items would be delivered on 11/19/20. The remainder (sectional and 5 drawer chest) could be delivered on 11/30/20 with no 2nd delivery fee charge and she would note that on the account. On 11/11/20, I called to check delivery, spoke with a different rep. This rep gave me a delivery date of 12/17/20. I then informed her of the conversation that I had with the last rep, but she didn't see anything noted in the account about my previous call. She placed me on hold for 15 minutes to speak with a manager. When she returned to the phone she stated that they will set up the split delivery. The bedroom set minus the 5 drawer chest, 2 end tables and ottoman would be delivered on 11/19. I would get a call/text a couple of days prior to confirm the delivery date. The delivery driver would call me the morning of delivery to let me know they are on the way. Before I ended the call, I asked "So, the remainder of my furniture will be delivered on 11/30?" She stated "Yes, ma'am. The sectional and dresser will be in and delivered on that date. With no 2nd delivery fee." On 11/19, the first half of furniture was delivered. On 11/27, I called to check and confirm the second delivery. The 3rd rep I spoke with advised me that the remainder of my furniture would not be delivered until 12/22! I informed her that the 2nd rep said she put a note on my account. "I'm sorry, but there isn't anything noted on the account." I asked to speak with a manager and was told that I need to go in or speak with someone in the store. I called the store and was told that a manager would call me back. When I did not receive a call, I went to the store, and got the same response. On 12/22, I called the store and spoke with AP and he told me that the delivery date would be 12/28. I asked if I could cancel the sectional and dresser. He said no since they were ordered and being made especially for me and then said "I am still waiting on my furniture that I ordered as well." I told him that if I would have known it was going to take this long I would have never placed the order. On 12/26, I called again and was told by a sales rep to expect delivery on 1/5. I called again to speak with a manager but was told that they were in a meeting. I told the sales rep that was not getting of the phone until I spoke with a manager. After waiting on hold for 15 minutes, I was finally connected with the manager. After expressing my frustration regarding delivery of my furniture, he told me that I wouldn't receive my furniture until the January 7th or 8th because it has to come from Norfolk then be inspected. This was not at all expected. They keep saying COVID is the reason for the delay of furniture delivery, but I have read and heard experiences others who have purchased furniture from Ashley's prior to the pandemic. They have all had the same problem. Ashley's won't let me cancel the order or give me a credit; which I don't want. I just want the rest of my furniture! I will never ever shop or buy from at Ashley's Home Store again. read more

I bought a recliner chair a year ago They said it was on sale. I paid over 750.00 the chairtilts to the right and left technician will be here in two weeks what a joke where is he coming from China thats where the chair is from. read more

I recently purchased a livingroom set (reclining with a wedge). On sale for about $2000. First, the wedge wasn't what was explained. It was supposed to be more seating, but it was like an end table. This part I was ok with, but after only 2 months of normal use, the 2 seats used the most starting fraying. According to the manufactory warranty, that should be covered. I did not get the (extra prote...ction) because there are only 3 of us in the home and we are all adults. My other furniture has been fine over the years. I took photos back to the store and spoke with the manager, Teddy Craddock. I was given another number to their customer service in Fredericksburg. I spoke with Stephanie Williams first, said she couldn't help me because it was self induced. Of course I asked for a supervisor. After almost a week, I finally got a call back from Deni Ferrel. She told me the samething. Why would someone spend that of $$$$ to tear it up?!?!?!?. This went on for a couple more days. Deni said she would take it to a higher level, but wouldn't give any names. After a few more days.. she called back and said they had said the samething. For some reason, I just don't believe her. I sent an email to the store manager who informed that he thinks that particular set had been discontinued... (go figure). It has now been almost 3 weeks, still haven't heard back. If there is anyone that can give me info on a corporate office in the area or even just a phone number, it would be greatly appreciated! See More read more

Crap. We should have checked yelp first for reviews before we went into the store. This place sucks. The guy who helped us find the couch we wanted was friendly enough in the beginning. And then after the sale (we made a huge mistake of financing a couch by the way) everything goes off the rails. First of all they told us it could take two weeks to have the couch delivered (one simple couch. Really? I could have built my own couch in less than 2 weeks). My girlfriend called at the beginning of the first week and they told us we should have it by the end of the first week, between Wednesday and Friday. Cool! So I skip school and work to wait for the couch. No show! My girlfriend calls them to ask about its location and the operator says sorry won't come in until NEXT FRIDAY. TOUGH LUCK! The second problem was that they had the wrong delivery address in their system. My girlfriend has changed that address with them 3 times. Morons. Bad business practices really grinds my gears! Do everything possible that you can to avoid this place! I believe in good customer service as well so I will contact the corporate office. Good luck shopping for furniture someplace else. read more

Do not ever ever shop here go to Value City, Haynes, Butterworths anywhere but here!!!! These people are nothing but liars! i have been waiting on my furniture for over a month and a half. I ordered it on 5/15, nothing fancy just a living room set estimated time 6/11 (which is still long), than i called and they said they are waiting on a pillow and I will get it around 6/24 (really 2 weeks for a pillow) and I called again when that day past and now they are saying 07/12 because they are waiting on a sofa. Really i ordered my dining room from Value City and got it 3 days later. I have an $8000 credit limit and they will not see a penny more out of me. I tried cancelling and they said " all sales are final": Well that's the last sale you have from me or anyone I know. read more

Horrible business. I purchased a dresser in late August and was told it would take about 2 weeks to be delivered to my father in an assisted living facility. 4 weeks went by and I heard nothing from them - not even a courtesy call to let me know why there was a delay. When I called, they said it would take another week. I finally received a message to call them to set up a time of delivery but when I call the number, no one answers the phone. I've called numerous times and gotten no answer. After six weeks had gone by, I had finally had enough. I called to cancel the order but was told "all sales are final". I have never had this problem dealing with other furniture companies. Wish I had checked Yelp ahead of time because I'm obviously not the only person who has had this kind of problem. Please avoid this store. read more

Early August I purchased a Tempur-Pedic ProAdapt mattress and base from this store. Belinda was my sales associate who hands down was phenomenal and still as of today is. Although, my experience started off great, it now has turned into a nightmare. The base that I paid for, which was a lot more was not the base I wanted. I received the incorrect base and was told that they would exchange the base and credit my account the $1000 difference to my account. A month and a half later I have the base I wanted but I still have yet to receive my credit. After numerous conversations with Belinda requesting that someone who handles credits call me personally.. I have yet to get a call. The customer service from a Belinda is great but obviously Ashley Furniture does not have the same standards. I have always purchased my furniture from Ashley, but this is the last time. This company is a joke. My next step will be getting the attorney I work for involved. I don't recommend anyone buying from this place. They were quick to take my money, and quick to get the more expensive bed from me but when it comes to holding up their end of the deal, its screw the customer in the end. read more

I purchased a dining room set from Ashley furniture on November 15, 2015. I was told that someone one would call me to set up a delivery date. A week passed and I had not received a call, so I called Ashley furniture and was given a delivery date. Today is December 2, 2015 and my furniture was finally delivered today but the delivery men had to take back the table because it was damaged. I am left with 6 chairs and no table. I called to inquire about a possible delivery date and was told that the table would have to ordered again, inspected and then a delivery date scheduled again. If I am lucky, I may receive the table before 2016. This is the first time and the last time that I will buy anything from Ashley furniture. I definitely feel that Ashley furniture does not value me as a customer. They take your hard earned money and then treat you like trash. Over priced, over rated, poor customer service. You will be treated very nice until they get your money. Buyer beware because all sales are final! I see why all sales are final here because if they were not, then Ashley Furniture would lose a lot of business.. Finally, forget trying to get any type of help from the Store Manager or Customer Service Manager because they never call you back or either they are in a meeting, with a customer or on vacation. Ashley Furniture in Colonial Heights does not even deserve a one star rating. I am surprised that this company is still in business!! read more