Sold stuff that didn't arrive on time (finally had to stop order) Sold me a sofa not telling it had feathers!

You are lucky if what you buy doesn't have an issue - and that can happen just post the order (pre-delivery & surely post -delivery). If by worst luck you face an issue, the Ashley customer service is one of the (if not worst) experience in North America!! Absolutely not bothered about anything - zero accountability nor any intention to resolve the customer issues. Even the manager at the Fairfax store is unbothered. They are sweet only till they get your money - post that you are on your own! read more

Dominic was excellent. He knew the different mattresses and guided me to a good one for me. I will buy from him again. Delivery perfectly on time read more

Do not buy from Ashley Furniture. We ordered a couch from them during COVID and the order took longer than promised. We were within our right to cancel the order and they begged us not to cancel. We kept the order. When we bought the couch they sold us a protection plan for a couple hundred dollars, promising us all damage was covered. We found out today their warranty company is a SCAM; they do not cover anything, especially what Ashley promised, and they were incredibly rude and manipulative. Ashley refuses to offer us a refund for this SCAM and instead wants to give us store credit at the end of the 5 year warranty, which is over a year away. Absolutely do not trust their sales team. They will lie to you over and over. Promises will be broken over and over. Other stores will sell you better quality products and treat you like a human. read more

I know when you move from college to adulthood you save for things that will last a good of amount of a lifetime. You move from your expendable furniture to an investment I fell into Ashley furniture for the name and the style. I established myself and invested in a couch and ottoman. Within 2 years everything is falling apart. I got the warranty....Sounded great the way they sold it to me. Nothing has been covered. Nothing will be covered. Please save your money on the warranty for your next furniture piece. Shop her for some disposable styles if you can afford to rebuy something every few years or less. If you make hard earned money please invest in yourself and go somewhere else read more

Great service and attention to what I was looking for in my couch. Gave me great options and the value was great!

Do not buy from this or ANY location. They stole $1152 from us by refusing to give a refund that we are entitled to. We were told what to do and what paperwork to provide after the original credit card was compromised. They wouldn't refund to the new card. So we produced the paperwork from the credit card issuer to satisfy Ashley's requirements. I have a refund receipt but "corporate" cancelled the refund. No notification, no justification, and barely any explanation. It's been 2 months. Incompetent, fraudulent, cheap and unprofessional. read more

Absolutely the worst customer service I have ever experienced. I bought my furniture from Ashley 5 years ago and paid an extra $250 for their 5-year protection plan. The terms were clear: if I didn't use the service during those 5 years, I could use the $250 toward furniture or accessories at the end of the term. In September and October 2024 -- right at the 5-year mark -- I came to the store several times to claim my credit. The receptionist and sales associates checked their system and told me my plan would still be valid until February 2025 and even for 3 months after that. Based on THEIR instructions, I returned in February, March, and April 2025 to redeem it. Then I was told by the protection plan company that my eligibility had actually expired in November 2024 -- months earlier -- and there was nothing they could do. Ashley's staff gave me WRONG information, wasted months of my time, and caused me to lose my $250 completely. Both Ashley's management and the protection plan company refused to take responsibility and just pointed fingers at each other. This is dishonest, unprofessional, and completely unacceptable. They misled me, refused to fix their mistake, and treated me like it was my problem to solve. I left with zero resolution, zero compensation, and zero respect as a customer. I will never buy anything from Ashley again, and I strongly warn others to avoid this store unless you want to be lied to and lose your money. read more

The selection is large, but that means nothing if you don't get a caring "service" from a customer service representative. CRYSTAL was her name...and she was the most caring and helpful person we've ever met at that store or frankly any of their stores. If you go there, ask for her. You won't regret it. She was response, solution oriented and we nicknamed her Ms. "MacGyver" today as she was maneuvering through all our challenges with ease and came up with solutions swiftly. We are grateful that kind people like her still exist!! As for Tony...regardless of how busy you are - or how much a customer has spent in the store, when they ask to personally have a quick word with you to compliment an employee, you show up even for five seconds and excuse yourself saying you're tied up but wanted to ensure you heard the feedback. Do you know how much that means to the employee and the customer...? Yet, You didn't. But I am still writing this review solely for Crystal, because without her, we would have simply walked out.... read more

Defective product was delivered. They would not give a discount and we did not feel like they cared about making the customer happy. The couch also smells so badly of chemicals that it gives me headaches. Do not plan to ever shop here again. The sales people in the store were nice and helpful though. Unfortunate about the experience. We've bought from a different AF store before and everything went smoothly (and the other couch did not offgas like this leather one... it's really terrible!). read more

We recently bought a loveseat and had a great experience. The manager was actively available on the floor patiently answering our questions, while she was directing other staff members as well. This store carries contemporary style and seems reasonably priced. Delivery was timely and went well. We are happy with the purchase. read more

PLEASE SAVE YOURSELF A BIG HEADACHE from Scam sales process with horrible service. I purchased close to 10k of furniture from this location, after receiving my bed and mattress I tried the mattress protector to see if it's good fit but it wasn't what looks like so I wanted to return it with the lamp that we got from here but front desk lady and the sales man totally changed their attitude and become mean and start lying about the price and cost policy that you can't return anything. read more

Ashley Fairfax - Furniture Stores Near Me - Fairfax, Virginia

On request, we headed into Ashley Fairfax and was immediately greeted by Tony, one of the store managers. Tony was able to answer a number of questions to include the availability of a dining room set. We have guests coming soon and wanted to have this set in place prior. In short order Tony was able to set up credit with no interest and delivery for this week. Very impressed with how easy and smooth this was. Would recommend Tony and his staff at Ashley Fairfax. read more

I've been going through a back and forth with Ashley Furniture in Fairfax for 4 months this has to be the worst customer service ever from the service department and/or delivery. Bought the couch it's been serviced twice and Ashley refuses to replace either recliner as they say the frame was broken by force. Well yes obviously it was delivered broken by force. At this point my only option is small claims court but I've been a customer for years so going through this is extremely disappointing. read more

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I really happy with my purchase at the Ashley Fairfax. Specially salesperson Michael is so helpful . He is really help us with choice and price and everything . Here all workers are really friendly . We are really happy with this location. Thank you so Ashley Fairfax and specially Michael read more

Customer service was not good i came in asking for help, there were several employees who were just standing around didn't bother to assist me read more

Such a small and old store. Everything is crammed together that a stroller can't even fit and navigate through. Prices are ridiculous here and sales people start to negotiate that you never know if you're getting a good deal. read more

Not happy with furniture. All pieces came damaged with scratches. Customer service awful. Called several times and no response. Seems they sell used furniture. read more

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After visiting Bob's, other Ashley branches, and online shopping (Coleman's), I stopped here on the way back from work to see if they had any great deals, in which they did! The staff was very nice, and allowed us to take our time and even gave us a great deal beating any other retailer for the couch we found online. Highly recommend checking this place out. read more

I just bought a condo and in need to furnish it. I have used Ashley previously with a positive experience. I decided to try Ashley again and I was not disappointed! Deka assisted me, going over the best options for each room to furnish. She was extremely helpful and knowledgeable and made this daunting task a pleasure! read more

Awful experience. I made a purchase from Ashley Furniture and on May 16 two new furniture pieces (couches) were delivered to my home. The delivery person who installed the legs had difficulty with one of the legs and struggled with it for a while. Then it appeared they finished and turned the couch on its legs for use, cleaned up and left. I noticed the same leg had a screw hanging out, loose and dropping so I ran out the door and told them to come back and see the loose bolt. They came back and called the office and I talked to someone who said they will call me back to schedule someone to come over to repair or replace the furniture. But no one called back, so on Monday (May 20) I called back and they said someone will call me the same day. No one called. I called again (May 21) and talked to customer service and was told to send a picture to an email address. So I attached couple of pictures and you can see the screw/bolt hanging out, for a brand new piece of furniture! Someone called me back and scheduled a repair for tomorrow (May 31) which they say it was the "earliest". Today I called as a courtesy to confirm the time for tomorrow and to my surprise they said I am not even showing up on their schedule for tomorrow! And they want to "schedule" another time for June 6 or 7 or 12 or 14. Now how screwed up can this be that they don't even show me for tomorrow and think they can do "better" in June. I have no choice but to give them a bad review. I hope someone in Ashley who cares about their reputation call me and make a real appointment that they can keep. read more

Ashley Fairfax - Bolt hanging loose - Furniture Stores Near Me - Fairfax, Virginia

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They have great customer service. They helped us find exactly what we wanted through the catalog and showed us a dresser around the same dimensions so we knew around what it would look like read more

1 star is a pretty generous rating. I've purchased furnitures in the past but this is definitely the worst furniture shopping experience I've gone through. I ordered my couch back in May of 2021 and was told that all of my sectional will arrive in 6 weeks with the latest delivery at 12 weeks. After 6 weeks, I was told it will arrive in 8 weeks, that became 12 weeks and now it's been 18 weeks. Every week, I was told that the couch will arrive but obviously you have zero idea on your stocks. I was able to get the shipping fee waived but they still cannot give me any firm delivery date despite telling me they have multiple shipments arrival. I tried to be very understanding by working with the staff and tried to see if I can get an exchange but there were absolutely nothing in stock. How is it that you have an entire store full of display units but have the audacity to sell items to your customers with nothing in stock for months? I've cancelled my order today, thank you for wasting literal months of my time. read more

In-store showroom, sales people, customer service were good to work with. I guess they have to be. My issues came after sale. 1) Bought the protection plan because the store manager said if not used after 5 years you will receive a full refund for the price. Read the fine print of the plan when I got home and that's no where in the contract. It did give 30 days to cancel the plan, which I was able to do in-store for a full refund. 2) Delivery took 6 weeks which was fine, scheduling was easy, and I thought delivery went well. An hour later I found broken pieces of the couch hidden under a bush outside my home. Looked under the couch and inspected further, and found that a small portion under the arm along with upholstery had been broken/torn off. Other small tears in lining as well. Delivery drivers covered it up by reattaching the fabric over the break; I guess that's why they accepted my tip (See pics) 3) Called the store immediately to complain, request a full refund, and for them to pick the sofa up. They said they would need to forward information to "corporate customer service" for investigation and that a refund and pick up can happen in a week or two for a $150 pick up fee. Had a few follow up calls/emails with nothing new, and decided it's just not worth it for a small purchase. I'll repair it myself and never do business with them again. I've bought furniture from Belfort, Haverty's, and Direct Furniture and never any problems. Spend your money there and avoid Ashley's. read more

Ashley Furniture is trying to cheat customers. I bought a very nice loveseat, then went online to look at the armchair that the salesperson said matched. The loveseat I had just purchased was priced $300 less online. As an experiment I tried to put the same loveseat in my cart to see if there were any hidden fees. Ashley's website would not let me put it in my cart unless I typed in my zip code. As soon as I did, the price jumped back up. Ashley is targeting more affluent areas unfairly even if the goods are exactly the same. I won't be shopping at Ashley in the future and suggest you don't either. read more

Enjoyed working with Michael. We found something we wanted online and chatted with Michael on the phone to discuss pricing. Then it was just a quick stop at the store to do the paperwork. Good experience and very convenient. read more

My husband and I have such a wonderful experience shopping at Ashley, and in particular the Fairfax, VA store. We always get amazing, stylish furniture at a wonderful price. This wouldn't be possible without sales associate Hassan. Hassan goes out of his way to be helpful and always answers all of our questions. He was so exceptional the first time we visited the store, we had to come back for our next furniture purchase. Tony, who I believe was the GM, was also fantastic and made sure we were taken care of during our time in store. Appreciate the Ashley team and looking forward to our next visit! read more

The selection was good and the process was simple. Michael was a great help in getting us the stuff we needed to complete our home. :)

indeed a horrible store and horrible customer service. bought a effie panel bed and a dresser. 1.bed didn't have support in the middle and my kids would roll over if they move a little - wanted to return but I was told to keep it and there won't be no refund. 2. Dresser - Poorly fit drawers again and one of them fall off every now and then. Customer service was nice but when it came to fairfax ashley store people they told me to keep the item and no refund and that was according to their corporate houst - WHAT A JOKE AVOID THIS STORE AT ALL COST - VERY CHEAPLY MADE STUFF AND YOU WILL DYE TRYING TO GET YOUR MONEY BACK OR RETURN - THESE PEOPLE RUINED MY HOLIDAY TRYING TO GET MY REFUND - MY BED AND DRESSER ARE SITTING AT THE GARAGE UNASSEMBLED. read more

I love my couch that I got from Ashley Furniture. The staff was very helpful and they had masks on which relieved me during this crazy time (of Covid). It took a few weeks longer to deliver, which is why I'm giving it 4 stars instead of 5. The delivery team was great. They were really fast setting up the couch. Overall I'm very happy with my purchase. read more

Ashley Fairfax - Furniture Stores Near Me - Fairfax, Virginia

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What a joke of a company. Cooperate is just a hidden scam, honestly I wish I had read the other reviews before purchasing anything from this hell hole. We purchased a sofa for my mother for Mother's Day and we have YET to get the sofa issues resolved. It's been over a month and we've been given the run around. I wish zero stars could be given but honestly Maria was the only saving grace of this whole situation. When we first received the sofa we purchased that was supposed to be new, it came looking completely used. Dirty scratched cup holders, dirty middle compartment, dented sofa cushions, strings sticking out. Clearly we weren't happy but the delivery team said we had to sign and that we had to deal with the issue through Ashley's furniture. We said fine. We called them and it took three weeks of back and forth to finally get it replaced. We think YAY this must be it, we have the brand new sofa we paid for finally right!? WRONG. The replacement sofa wasn't even LEVELED. It looked like the armless sofa part became shrunken and the cup holders were dirty agaiiinnnn and scratched. I ask myself hoooww in this day and age did the display sofa at the store look better than the one we got TWICE? It felt like a bad prank tbh or someone was not happy with me or my luck has ran out, SOMETHING. And I wish that was the worst part. No no my friends, sit down and grab your popcorn for the highest level of disrespect. The delivery team that brought in the sofa wanted us to sign again, but Ashley's furniture told us this time to NOT sign if we are not happy with the sofa. So that is what we proceeded to do. The delivery team tried to force our hand into signing and we kept our ground, we told them to even take it back but we are naahhhht signing. No sir. So they graciously call their tyrant who goes by the name of Jorge ( if anyone in the delivery team calls a Jorge do yourself a favor and send them backkkk). Jorge, is clearly a disgruntled employee who needs to feel some sense of superiority and validation. He was full of nothing but rudeness and lies. Like a bad ex boyfriends, and what do we do with bad ex bfs!? BLOCK EM. Jorge was another contender in the "forcefully sign here" team. We said we wouldn't sign as stated before and he huffed and puffed but blew no house down. He said he wouldn't take back the furniture because then we'd have no leverage with Ashley's furniture. Like dude what? Turns out he told Ashley's cooperate team that WE refused to send back the sofa. So not cute Jorge. He said he'd call Ashley himself and get the info they need. Him and his lil team spoke in secret and they started running away. I had to stand in front of the truck to get SOME kind of response. The team said their dictator Jorge told them to pack it up and leave I had to argue with them for 30 precious mins so they can call him back so I can understand what in the what was going on. Jorge started yelling and calling me ridiculous for not letting them go because they have a "timeline", my response was well sir I need the right sofa. He said he called a "Malcolm" whose a manager at Ashley's furniture and that they'd reach out to us and that he said to him to write down that we refused to sign. I asked if he could also write that the reason we didn't sign was due to the issues with the sofa and not for no reason. He said no. We made sure his team took pictures so they have evidence. We called Maria who graciously forwarded our concern again to cooperate who were supposed to call but didnt. We called consecutively for three days until we finally got someone and now we are STILL WAITING FOR A REPLACEMENT. And if you notice they don't reply to any of the negative comments, they can't even ATTEMPT to assist or make up for their poor service. But holy hell will they send a thanks to every positive review. read more

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We've been very happy with the service and knowledge of this Ashley's location! Aisha has helped us out with purchases on multiple occasions, and we really appreciated how she went above and beyond to make sure we were happy with the furniture. Administrative and delivery staff have also been very efficient. We keep going back to this location for our needs! read more

DO NOT PURCHASE FROM THIS COMPANY. You will read many reviews like mine. We purchased a couch from this dishonest totally corrupt company. The couch was supposed to be new not a floor model a factory direct delivery. They delivered a refurbished couch with stains all over the cushions and pillows. We contacted the store and corporate immediately upon delivery as the delivery truck was driving off. They said they would not come back and get he couch and indicated we needed to file a claim. We filed a claim. Not surprisingly 2 days later they called and said they denied our claim and said they would not honor it because the stains and damage happened in the 5 minutes that we had the couch at our house. The couch is obviously used and this company will not do anything to rectify the situation. We in good faith tried to contact the company and we also tried to contact corporate and they would do nothing. The company has no honor and should be closed by the government for dishonest business practices. read more

Great service by Aisha and Tony.Very friendly and helped us to find the sofa we were looking for.Highly recommend the Fairfax store.

Sina, Lawrence, & Katie were an enormously helpful in assisting us in findthe perfect pieces to furnish our new apartment. They were extremely patient with our indecisiveness, and gently responded to all our questions & queries, particularly regarding cost-saving. We ended up furnishing almost our entire unit and couldn't be happier with the price we paid, the quality of our purchases & the awesome financing options they offered. Kudos to the entire team at Ashley's! Edit: updating this review several months later. Our VERY expensive sectional couch is broken in several areas, the cushions are coming apart, & the pillows have flattened. TERRIBLE quality, especially considering the price. To add insult to injury, Ashley's is asking us to transport the item to their warehouse on our own dime in order for it to be serviced, in spite of us having purchased an additional 5-year protection plan for situations such as this. To recap: we paid for our furniture, paid extra for a protection plan, had our expensive & LARGE sofa break down in months, & are being required to move this bulky piece to their warehouse in order to get what we paid for. The reps explanation: neither the breaks in the frame or the damaged pillows are a manufacturer defect, even though this piece wasn't used in any other way than what is normal i.e. merely sitting on it. I am careful not to use hyperbolic language, but I think it's appropriate here to say I hate this company. Stay far, far away. You'd probably do better buying some wood, watching a few DIY YouTube videos, & making your own damn furniture. At least you can control construction materials. This is the last time I will ever shop with them. read more

Horrendous service, sales staff were extremely pushy and did not have any knowledge of what items were in stock or even available at a later date. They also quoted us 3 different prices for the same furniture, very worrisome, felt like we were being scammed. I would recommend staying away from this location. read more

I purchased a chair and a half, and it was broken when I received it. The frame was broken, the bottom netting was torn, the leather was sagging and wrinkled, and the back of the chair was coming apart.. OH let's not forget the reason I started fully inspecting the chair ... it was dirty; I thought the smudges were from the delivery guys hands, no.. it was defective and probably returned, considering I was told it would take 8 to 12 weeks and I got it in a week.. I called and called and finally spoke to someone in the service department, who told me another chair was in order and would deliver on the 22nd.. I've been telling the salesperson's I do not want the chair .. their customer service sucks and I don't want to do business with Ashley Furniture.. I'm being told Ohh to bad.. we will exchange but not pick up for return.. the quality and craftsmanship are horrible, the chair is poorly made.. Other than Ms. Connie, everything about Ashley has been a nightmare... I would not recommend purchasing anything from Ashley Furniture... You get what you pay for... Haverty's for me from now on.. read more

Great selection and great value. Quality furniture and accessories. Deka and Chad were great to work - very pleasant!

We needed a new kitchen table, easy enough we went to Ashley and found one. We had it delivered and within a week we noticed that water rings were easily made, hot or cold liquid didn't matter we sent the store pictures of this and they sent them to the supplier of the table. We figured we would be able to return this table seeing we only had it for a proximity 2 weeks when they returned our message to them. But to our dismay we were told it was not the manufacture flat that the table couldn't be used for a kitchen table and we should have bought a cover for it even though it has drop leafs. Called the Corporate office and was told because we bought this table from a Franchise they couldn't do anything for us. I will never buy from Ashley's again now knowing they don't stand behind their products. If I could give zero stars for customer service I would. read more

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So, I am totally an online shopper and almost never buy any large purchases in stores. I honestly came in to the store to test fabrics and put my butt in a seat to see how things felt. Samir approached my girlfriend and I who were couch looking. He made us feel totally at ease, walked us through the entire process very comfortably and naturally after introducing himself and giving us time to look. Got us the best deal possible and made the entire transaction pleasurable. 100% will come look for him again on any future purchases. read more