I worked with Vida Hester, and she was agitated the entire time. Very unhelpful, irritated, and did not want to show us what we came into buy. She said "there is nothing that is close to your needs." We looked around the store for what we needed. Vida said she would call us to let us know when the delivery would occur, but she NEVER did. When her discriminatory attitude was addressed to her boss, he failed to take our concerns seriously. This behavior is totally disgusting. We got 4 stools, and the first time 2 of them had severe chips and were wobbly. The second time, the chairs were still wobbly. The delivery man was asking for $20 for coming (we had ALREADY paid the delivery fee) AND the stools were damaged. Also, the delivery man signed for us. This is falsification. I have never experienced this with any other furniture store. Disappointed with Ashley's service and delivery. read more

Terrible. I purchased some furniture on black Friday. They were supposed to deliver them in 20 days, right before delivery day put it off for 9 more days,and my dresser and might stand were damaged. Some one call me that we re deliver it as soon as possible. After a few days i received a call That i'm gonna get it delivered in 9 days... Ashely furniture is horrible. Go to room to go read more

To make matters worse, they mercilessly charged my parents a 20% restocking fee (when Terms and Conditions say 10%), which includes 20% for the supplemental warranty that was voided when the couch was returned AND 20% of the leather recliner chair my parents weren't even set to receive until August, but cancelled when they were so disappointed with Ashley's level of service. Criminal! read more

So glad I stumbled in here! I was looking for a casual coffee/end table set and I got exactly what I needed for a beyond fantastic price - it was really sturdy too. The staff are friendly and super helpful and really want to help you get what you need. They'll honor their website prices too which sometimes vary slightly. If you want some solid furniture that won't break the bank you need to check out this location! read more

Can't rave enough about the wonderful service we had here. Our sales representative Brandon Jolly was the perfect mixture of congeniality and professionalism. They have created loyal customers and its all do to Brandon's terrific help! read more

We got a bed and pair of night stands here that look fabulous for a really great price. The delivery guys were superb. We will definitely shop here again. read more

Every time I have ordered furniture from Ashley, the delivery is always messed up. I ordered a living room set and they brought the wrong one and it ended up taking over 3 weeks after the original date to get the right order. Most recently, I ordered a bedroom set and mattress. I waited over 4 weeks for delivery so it would all come at once. My original date for delivery was a Thursday, convenient with my work schedule. When they called this week to tell me my delivery date was Tuesday and sorry but that's the way it works, cannot reschedule until late March, so I had no choice but to miss work in order to make this happen. Upon delivery, I received the wrong size mattress. I don't understand why it happens every time and that I continue to pay for a delivery and service that is less than adequate. The only reason I gave 2 stars is because once the furniture eventually arrives, I like the product and how it looks, otherwise I would give them 1 star. read more

Deon and Weston were great. They gave me several options on the style I was looking for and worked with me on delivery. Thanks!

Unfortunately I am not able to give ZERO stars. If I could I would. Do not buy furniture from ANY Ashley store! My daughter bought a bedroom set for $2500. When the delivery men arrived (smelling like marijuana and two hours after the scheduled window and an hour and a half after the phone call saying they would be there in 10 minutes) they set up the furniture, pushing both dressers against the wall. They asked if everything looked ok. We looked at the front, top and side of the dresser and chest of drawers. We signed off and the three delivery men left. Later that evening we moved the chest of drawers away from the wall to plug in a TV and noticed 3 of the 4 drawers had pushed through the back of the dresser and left large holes. There is NO WAY the delivery drivers didn't notice that. The drawers now push through the dresser with nothing stopping them from sliding into the back of the dresser or through the back of the dresser into the wall. The next morning we called "customer service" and were told since we signed off on it there was nothing they would do about it. After speaking to a manager, we were offered $100 credit or a $200 Ashley store credit. Since the dresser cost $450 I'm not sure how they thought that would rectify the situation. The manager then told me to send her pictures and she would call us in the morning after seeing the pictures. We sent the pictures and she never called the next morning. So I called again the next afternoon and spoke to an EXTREMELY rude "manager" who also said their "policy" is to not exchange furniture after it has been delivered. I'm thinking since they have such a strict policy they must run into these situations a lot where furniture needs to be replaced. I pointed out AGAIN that they delivered broken furniture and were very deceitful in pushing it against the wall to hide the damage. She didn't care. I have never dealt with a customer service department that had worse customer service!!! I'm sure the city you live in has other stores that carry similar priced/quality furniture. GO THERE! Do NOT go to Ashley!!!! Their furniture is cheaply made junk and their customer service is horrendous. read more

Wow do I wish we would have read the reviews before purchasing our sectional at the Durham, NC Ashley Furniture store. We labored over what sectional to buy and finally decided on one from Ashley. The rep was pushy about purchasing the insurance, which we reluctantly did, and were given a 9/11 delivery date. The sectional was delivered as promised however the delivery guys tracked a tar like substance through our house and up our stairs and all over our cream carpet. When we showed them what they had tracked into our house their response was call the customer service # on the form. We did, and were told by "wecare" which is "A JOKE" that they use a 3rd party delivery company and they had 7 days to reach out to us...and if not we needed to call back. Well it is 9/25 and after never hearing from this so called 3rd party we reached back out to "wecare" and escalated the issue and were told we were going to get a call back within 2 hours from a manager. That was 8 hours ago. Not only is it unacceptable that we had to wait even 7 days allowing the substance to only become more ground into our carpet, but now we are at the 15 day mark with NO resolve and it is evident that 'wecareashley" does not care at all! They got their order and now they are done with us. I encourage anyone to shop for furniture any where else BUT Ashley! read more

My experience visiting Ashley Homestore located at New Hope Commons was fantastic. Upon arriving we were greeted by John who was very welcoming and ready to access our needs. We came in knowing exactly what we wanted and he was great ensuring we got what we came for. Along with his associate Trey - they worked really well together ensuring the stock numbers were correct and the pricing was correct as well. We agreed upon a delivery date and was able to walk out of the store with one of the three items purchased. That made me very happy :) It was evident they were short staffed but we did not feel rushed or out of place. I would highly recommend you visiting and shopping with Ashley Homestore located at New Hope Commons. The entire process was super smooth and we were in and out within 30 minutes with all paper correct and in order. I've shopped at Ashley before and i've always had a great experience. Their quality of furniture is great and again I would highly recommend. read more

Purchased a tempurpedic zero gravity mattress plus base. Sales Manager Brandon went on and on about how easy a purchase this would be because of the 90 day return policy. Well buyers beware, he did not tell the entire truth! The $2398 base is non-refundable and the mattress can only be exchanged for another tempurpedic of equal or greater value. This mattress and tilting base actually make my back and neck pain worse, and now I am stuck with them unless I want to spend more money on another tempurpedic that may not work either. read more

We bought a 60" tv console from Kim and she was very helpful and knowledgeable about the different types of furniture. A great sales person we would definitely go back to her for other pieces of furniture. read more

Not Happy with Ashley Furniture. Beware, if your furniture is delivered damaged, they will offer to send you a replacement. However, my replacement was damaged too. I requested a refund as I was fed up. I had to wait 2 weeks for my replacement sleeper sofa. When I told them I wanted a refund I was told I would have to pay a 10% restock fee. For what! I paid for new furniture, not slightly damaged furniture. I am highly upset about this and warn anyone who plan on purchasing furniture from this location. Also, my CC was also compromised by someone at that store. Be careful and shop at your own risk. Should have shopped at Rooms to Go. read more

WARNING/BEWARE/RETURN POLICY IS GARBAGE: once furniture is at your home and accepted by you, they will not take it back!! If after two days, a recliner hurts your back for example, they say tough and basically screw you. read more

This place has essentially robbed me of my money. I bought a couch that kept getting delayed for months and once I conceded that I was probably never going to get the thing I tried to cancel the order. They told me the refund would take 7 to 10 business days to go through. After about 14 days I call and complain and the manager assures me that he was going to take care of it himself and that it may take another 7 to 10 business days but he would make sure it would get done. Well its been about 15 days since than and I still dont have my money back. Ive tried to call back again and havent been able to get through to anyone. So im basically just missing over $1200 and no one seems to be in any rush for me to get my money back. Ive already been in contact with a friend of mine whos a lawyer and am planning on taking them to court if I dont see my money within the next few days. Do yourself a favor and avoid this place like the plague. They are happy to screw you over and have the worst customer service ive ever experienced in my entire life. read more

Terrible experience. Can't even take a look when sales reps corner you immediately trying to get you to commit. Also, do not get swindled in putting any money down. You will have to chase it down and beg for it to get it back. Will NEVER step foot in this shady establishment again. What a way to run a business. read more

The bedroom suit we chose is gorgeous and well made, our sales person in the store was great. I understand that 3 months from ordering until delivery date was due to Covid-19 but the delivery company that Ashley contracts for assembly in home and delivery is a total joke. They pull up 2 hours after the end of time frame, tell us their drill doesn't work and that they don't have tools for assembly. We let them use our drill, they asked my husband to play them certain music on Alexa, couldn't understand the instruction manual for bed. They had our headboard assembled facing the wall, said there weren't enough screws to finish headboard, baseboard and underneath drawers and left. They left styrofoam parts all over floor and scratched our hardwood floors. A workmate of mine had the same experience with non working tools, and they took her mailbox down backing out of her driveway and kept on going. Our bed is still not put together weeks later. I would never let these 2 guys in my home ever again. I'm disgusted. We have emailed and talked with Ashley several times and no resolution. read more

I ordered a sofa and chaise from Ashley on November 15, 2020. When it was delivered on February 9, 2021, they were unable to assemble the legs on the couches because they had the wrong equipment. The two unusable couches were left in my living room, and I was instructed to call customer care the next morning, who (according to the assembly people) would be able to take care of it within a couple of days. When I called customer care, they ordered new parts to be shipped to my house, and a different set of workers came to complete the job (Feb. 17, 2021). These new workers did not have the tools they needed and actually asked to borrow my tools to do the work. They eventually let me know that the sofa was defective and was missing parts to hold the legs in. I called customer care again and they said to expect a call within 7-10 days. Weeks later, I never received a call. I even started getting billed by Synchrony Bank (the company I was financing through). I called customer care to see what the status of my order assembly was. I was told that my order was marked "complete" in the system and I had to explain everything all over again to the worker on the phone. Finally, they sent a package in the mail that would have the correct parts to complete my assembly. On March 23, 2021, Customer Care said the earliest they could send someone to come out was an entire month away! I asked for a sooner date since I had already waited over a month with no assembly, because of Ashley's repeated negligence and errors. The associate told me someone would come out the next day. The next day came, and no one showed up. I called back and asked to speak with someone at corporate. This person promised that everything would be resolved in a week (on March 30), and if it wasn't, then I could cancel my order. On March 30, workers came out to assemble the legs. They appeared to have put the legs on and set the couch up. Everything looked fine. As soon as they left, I sat on the couch and one leg fell off! It became apparent then that they only installed 3 out of the 4 legs! In complete disbelief, I realized that they propped the 4th leg up to give the couch the appearance of being "showroom ready," but they never installed it. I called customer care again, and they said they will send someone out the next morning. The next morning, no one came to fix the sofa. When I called customer care again, I asked to speak to someone at corporate. This person told me that they will send someone out to fix it on April 30 (an entire month away!). And they refused to let me cancel the order, which was the verbal agreement with management on the phone on March 24th. Having me wait for that long, for the company's repeated blunders and mismanagement, is in no way okay by anyone's standards of customer care. In our original agreement on November 15 (when I first made the purchase), Ashley agreed to assemble and set up the furniture and not charge me until it was complete. They did not uphold their side of the agreement. My sofa was never assembled, after numerous attempts. And after all that I'd been through, they would not let me cancel the order. They would not send anyone to pick up the sofa. They would not expedite the process. They would not send me an adequate replacement sofa. They would not let me return the delivery. Everytime we spoke on the phone, they repeatedly reassured me with promises of compensation to make it right. However, they refused to discuss compensation with me, until everything was finished. Which in fact was never a "discussion" at all. It was them telling me they would take off a mere $75, take it or leave it. This felt like a slap in the face after all the lies, false promises, disappointments, unprofessionalism, and having to live with defective upside-down couches in my living room for 3 straight months. And with as much "fixing" that's happened to the sofa repeatedly, with so many different people coming in and out, handling, flipping, drilling, hammering, etc over the past three months, it's in pretty shabby, wobbly condition now. It's been a never-ending nightmare. This company had the power to try to make things right by either letting me cancel the order, or at the very least compensating me for my troubles appropriately, but unsurprisingly, they refused. They trapped me with no way out. I was strung along by this company, for many months. I have never been treated so poorly by a company. It feels so horrible to be screwed over so badly, and for them to show no care at all. I will never be working with them again. read more

Gross. Pushy salespeople who make promises that can't be kept. Trying to cancel the order, which I was promised that I would be able to do without penalty, is becoming a nightmare. I call the cell phone number on the card that I was given only to be told "I'm off today, call the store". But the store's phone number goes to a phone bank and it is impossible to reach anybody at the store. Canceled on the phone through the phone bank, then stopped into the store to confirm, and I'm still getting pestered with delivery confirmations 2 weeks later. This has been a gigantic waste of my time. Save your sanity and just drive to Heavner Furniture Market. read more

I had a delightful conversation with a sales associate from this store today. Her name was Kira. I explained my urgency to purchase a dining room set for my new home and the turnaround would be very tight. She informed me of a set they had on the showroom floor. I pulled it up on line and decided it could work. She offered me a price of $999 and she said they would throw in a bench. I told her I would be in tomorrow to take a look and pay. This evening I get a call from someone named Trey who said, "I can offer you the set at $1,400+". I explained to him that I had researched the set on line and the price of a new set was listed as a little over $1k. I asked why he would increase a quote that I had been promised plus try to charge me more than the on line price. He said, "you should order it on line then". I told him I would report him to Corporate and he hung up on me. When I tried to call back to ask for an email address so I could send him the online price I was finding, he hung up on me again. I tried to call back two more times and he wouldn't pick up the phone. I'm not sure what his role is but he is definitely the most unprofessional sales person I've ever encountered. I think Ashley furniture corporate needs to take a look at the kind of people they are employing. read more

It appears that Ashley Furniture knows their customer service is terrible!!!!! I am VERY dissatisfied with Ashley home store. I have waited over a month now for my sofa here is the month of October. First I had to wait three weeks to receive my sofa that I purchase in the Durham, NC Ashley home store in September. When it was time to delivery my sofa I was given the wrong sofa. I call to corporate office to speak with an manger about this matter. The person I spoke with was very rule with her tone and short over the phone when I had questions, like it was my fault I send out the wrong sofa out to be delivery. I ask to speak to her manger that was over her she claims it was no one in the floor to talk with. I had ask for a full refund of my money for this sofa. I was told that I would be charger a fee of $79 dollars for a cancelation fee. For something that Ashley store mess up my order! What kind of Bull is that please answer that for me!? I would like for someone to reach out to me in the main corporate office and tell me what was the issues on get my correct sofa. Sometimes I wonder if some of employer that work for Ashley actually want to drive customers away with all the humiliate I had to put up with. I see why their barley no business going on in all Ashley stores due to P O O R customer service Ethics!!!!!!! read more

Based on the reviews, looks like I dodged a bullet by getting asked to leave by the general manager for what amounted to simply wanting to look around the store myself (at a safe social distance). Odd that with everything going on they aren't understanding about potential customers not being comfortable by complete strangers approaching them in enlcosed spaces (mutliple times, even after you say "I'm just looking - thanks"). Yeah, I know that's the saleperson job - but you know what? things have changed in the past few months and businesses need to adapt to survive. Old school aggressive sales tactics aren't going to cut it any longer. After the general manager told me "you should shop online if you have social issues" - I was about to tell him what I wrote above, but he cut me off and said "that's no excuse to treat people badly." Absolutlely correct - if I had. I was planning on purchasing something I saw online but wanted to see it in person before I did. Figured I could get in and out within 15 minutes (remember, COVID guidelines?) and then order online if it was a what I needed. Instead, I get insulted and asked to leave - simply for not having any questions and not wanting to engage in a conversation with salespeople. Oh well, i'll still purchase what I need online - just not from them. Based on my recent experience and what I'm seeing in the other reviews, here and elsewhere, this company has some issues with both quality and service. read more

Employees in the store talked openly about other customers and seem personally offended if you just wanted to browse. They are clearly focused on their commissions. Delivery men were exceptionally rude. I like my couch, though; kudos to whoever is assembling them in the factory. I'm sure they're underpaid. read more

Quality, Delivery, terrible. Waiting 2 weeKS on our couch. The wedge stays shifted, and nobody sits on it! Strange. If you finance and you miss 1 payment, they will come and pick your furniture up. Advice , go elsewhere. read more

I was looking to replace a standard couch in my media room with a new one that is dual reclining. Most of my shopping in the past has been done in areas other than Durham. I am NOT into high pressure sales tactics and if I ever get that in a store I will IMMEDIATELY walk out and review that experience. Ashley had recently setup shop at this locale in Durham and I thought this would be just the opportunity to give them a try. We were helped by Weston who made his presence known and answered a few questions. I like to explore a store and brainstorm for ideas FIRST. At no time did I feel as if I were being shadowed. This was a recon visit. We came back in a few days to make a purchase and paid half cash and half with a new Ashley account. Today the delivery people showed up promptly just before 8:30 AM so I was not forced to wait most of the day for delivery. The Delivery people were both friendly and professional. I already had the old unit out of the house and all obstructions cleared out the the pathway. They put a moving blanket down across a metal threshold plate and brought the new unit in with almost no struggle or difficulty. It was early and with only a couple of lamps on I inspected the couch for physical damage in the lamp light. So far all looked good. I signed off and said it looked fine. I went to sit on the unit and and noticed something gritty. I turned on the bright overhead light and even went for a bright LED lantern. It seems that my new couch was covered in very fine sawdust. I mean REALLY REALLY covered!!! I spent the next 2 hours trying to vacuum the thousands upon thousands of specks of sawdust from every nook, corner, fold and crevice of the (New?) couch. Microfiber has such a fierce hold on the sawdust that specks will not release even after a dozen passes. This is very aggravating to say the least. Even after 2 hours I feel like a bought a used couch. I don't know if this is common practice but I will think twice about my next purchase and paying $80 to have a soiled couch brought in my home. Things happen yes. My advice is to look really closely in bright light before signing off. I regret signing off now. I will rent a truck and buy a friend lunch from now on. Your mileage may vary. (2 weeks later) I just opened my bill for a small amount that was financed "Interest Free". Basically the bill is padded with extra charges and yearly fees that were NOT disclosed at the time of purchase. I will pay this off tomorrow and I will NEVER purchase anything else from Ashley Furniture. I do not appreciate being lied to. (3 months later) I had gone into the store 2 months ago to ask Weston about the HIDDEN $50 finance charge attached to my INTEREST FREE purchase. He was not aware of it and promised to ask his boss (who was in a meeting) about it. I left my name number and a business card. I have not heard back in 2 months. I guess his boss has been in one HELLUVAH long meeting. Ashley Homestore is only interested in the sale and not what happens after they get paid. This will be my first and ONLY purchase I will ever make from Ashley. I will continue to buy from Heaveners Furniture Market in Raleigh where they know how to treat people right. read more

The customer service at the Ashley Home Store in Durham at Hope Commons was excellent. Sales Rep Michael Ely listened to my needs and made suggestions that worked well. I don't like to shop but had done research online. He made the experience pleasant, quick and easy. I highly recommend Michael but the store had several professional team members that I noticed took their job seriously. read more

We liked the selection. That was about the only thing. The sales person stated the price was set, yet our friends bought similar furniture there the week before and got a great deal!? Interesting. To boot, we paid almost $150 just for delivery...which included but was NOT limited to: shoes being left on by all movers (who also displayed no signs of common courtesy), dragging mud AND SNOW through our house, the front door being left wide open constantly throughout the set-up process (there are 4 inches of snow outside). Also, with other store's delivery systems they offer on-line tracking for delivery, which is a nice 21st century feature, that Ashley doesn't offer at all. read more

I went to this store the last week of August. My interaction with the sales manager was great. We picked out what I wanted to purchase and we closed the deal. My delivery was scheduled for 9/20/18 and my move in date was 9/1/18. On 9/20/18 the truck arrived with a loveseat that had wood sticking out that punctured the bottom covering and three (3) chairs and no table. The shipment expected was a loveseat with chase and dining room table with two (2) chairs. I spent 45 minutes with delivery guy calling his bosses and me on the phone with customer service. I was told that the order was input incorrectly and they would send an email to the store where purchase was made and someone would contact me on Monday or Tuesday of the following week. Today is Monday 9/24/18 and I decided to call myself. It took 15 minutes to get the operator to connect me with the store where I made original purchase and when I finally spoke with the Sales Manager there, she took my number and stated she would have to look into it and get back to me. She seemingly had no idea what I was talking about. I am upset with myself because I allowed them to talk me into keeping the delivery, when I should simply refused and took my business elsewhere. I will update this review as the situation progresses. read more

After family was closing on their first new home, we came in expecting average help like most furniture stores. Low and behold, Weston was on duty!!! He is awesome!! He greeted us immediately upon entering. Weston went out of his way to grab us all bottles of waters AND walked us around - step-by-step!! Weston took the time to find out what the living room entailed and ensured we all left happy! Stop by and ask for Weston and let him Wow You! Tell him You want the 5 star treatment! read more

everything workout great for me . I had no issues. great manager Brandon and great service at store and at delivery.

In store experience was good and the dresser I got was also in good condition. However the delivery was a nightmare. They rescheduled twice, pushing delivery back almost a month from the original purchase, due to "a systematical error". They even rescheduled the day the dresser was supposed to arrive so I had to reschedule my entire day around waiting for the product. Customer service offered a measly compensation of in store credit. While the dresser is nice, I will not think about buying again from here, definitely not worth the hassle. read more

We purchased a sectional couch from Ashley in Durham in late November. We really needed a new sleeper sofa to accommodate frequent visitors to our home. After we made the purchase, we were told that delivery would be longer than anticipated. Finally, a month and a half later, the couch was delivered. We did not like it and within 2 hours, took advantage of Ashley's return policy and asked to have a different couch delivered. This was not a problem, although they wanted to charge us a "restocking fee", which I declined. Wee were told the new couch would be delivered in 2 weeks. Two weeks passed, and we were given another delay. Finally, the couch arrived. It was the wrong color. We refused delivery, and were given quite the attitude about it, although we juts wanted the couch we paid for. The wrong couch was returned, and we were told the new one would be here in 2 weeks. Now we are being told it may take another month. It is now almost three months since we paid for a couch that we still have not received, and we continue to get the runaround from Ashley. Today we will be asking for a full refund and for the couch to be removed from our house within 24 hours (oh, by the way, the couch that we did not want is still here 3 months later!). If we don't get both, we will be filing a lawsuit against the Durham store and the salespeople involved. Obviously, these issues have been going on for years and the company has made no attempt to fix these problems or inform customers of possible delivery issues, which seem to be more of a standard practice rather than an occasional hiccup. If anybody that reads this has any interest in joining a class action lawsuit against Ashley Furniture in Durham, please contact me via email. read more

Ricardo and Aldhemar did a great job installing and making sure my furniture was perfect. They went the extra mile make sure we were satisfied. read more

Never ever buy furniture from here. Delivered to the wrong address. The corporate office said they would "email me" to reschedule. I couldn't believe that was the response to a customer who just spent over $2000 on furniture. I went inside the store, they issued a refund of $600. Well. It's been 2-3 weeks and I called the companies to see when/what my payments are (they never mailed anything). They had no knowledge of a refund! I call back to Ashley. They said it was just processed. Ironically on the same day I call them? Finance companies won't tell me how much of a refund Ashley gave or what my bill will be. Call back to Ashley. They say they'll call the finance companies and get back to me. Well, that was a lie. Call back today and the manager said he'll call right back. Instead, has secretary call me with, again, NO INFORMATION and says it'll probably show up on my next statement. WHAT?? That was not the agreement and after all this, I really don't even trust the refund was ever issued. I am getting a lawyer & also reporting them to the BBB. Do not buy from here. Save your money AND TIME! I should not have to call multiple times a day for weeks. They don't own up to their mistakes & also do not treat their customers with respect. read more