We had high hopes for Ashley and loved their furniture. We purchased a bed set, living room and family room furniture from them. We were told three of the chairs would come in 2 months - which we were fine with. After 4 months, no updates, phone calls, or emails from them. After we called, we were told it was going to be a bother 5 months...however, they were going to check and see if they could expedite the shipment and they would call us back in 2 weeks. 2 months later, we still didn't receive a call so we went in and asked for our money back. In person customer service was OK, but the lack of communication on backorders and a true desire to fix the problem will keep is from ever coming back here again. So, two things to learn... 1) Do not order back ordered items unless you are willing to wait a long time. 2) If you do order back ordered items, you need to stay on top of them and manage expectations. Great furniture thought - good quality for the price, OK customer service, poor communication though. UPDATE: I paid in full to the financing department, so a refund check needed to be written. They had no clue how to do this and what the process was. Was told it could take 2 billing cycles...wow. read more

Went to Ashley in Frederick and was greeted immediately by Sola, He was fabulous. Knew the answers to all our questions and gave us great customer service. Helped with all our needs. Van in customer service was also excellent. She was very thorough and met our needs as well. Highly recommend this store and their services. read more

Had two wonderful experiences buying furniture for my two sons bedrooms. We worked with Sola and Anit both times and we look forward to working with them again! Great experience and great furniture! read more

I was looking for a new living room set and had the assistance of Jacob. I told him exactly what I was looking for and he steered me in the right direction. I found exactly what I wanted and purchased. The purchase went through smoothly with the assistance of Danielle. They explained it could take up to six weeks for delivery from the manufacturer, but we received a call already and will be receiving our furniture this Wednesday. The customer service we received was great. Thank you, Wanda Reed read more

Their furniture last about a year before you start seeing signs of wear and tear. We bought a leather couch and it started peeling right around a year. Crap furniture. read more

I am extremely disappointed with the handling of my furniture. I purchased a sofa from Ashley Furniture on January, 2018 from the Frederick, MD store. The original delivery date was scheduled for March. Unfortunately, the store never made contact regarding the delivery being cancelled. I contacted the Ashley Furniture store in Frederick, MD inquiring of my purchase and the delivery date and they explained the driver quit in the middle of the job. I never received a call from the store regarding cancellation. I called them and we set a new date for April 2. The sofa was delievered on the new date however a power strip was missing. It is now July 7, and I still have not received my power strip. I am only able to use the recliner on one side of my sofa. I have inquired about the power strip and was told they would return my call once it's located. I requested for the corporate office number during delivery in April and I never heard back from them when I left a message. I have been a loyal customer of Ashley Furniture but this was the first time I had bought directly from the store and this will be my last time. This has been the worst customer service I have ever experienced and I am utterly disappointed. read more

I have visited a few times, but made the decision to finally buy some bedroom furniture. Karen was the salesperson who helped me and was very informative and laid back with no pressure. She got me a match of the price on the website and it was a painless process. Anit was my customer service rep and she was very helpful as well. Great experience! Thank you! read more

Worse experience yet. Beware of trying to return items All you get is answering machine read more

Looking for a new sectional for the man cave getting our options (added a recliner, sofa & chair for the living room) we swore we wouldn't go back to purchase at Ashley but Martin our salesman was very informative and showed us lots of options but best of all for a great deal on all the items we found & better yet we have a warranty for 5 years on stains and damage. Hope we don't have to use that but good to know it's there for "just in case"! read more

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I was assisted by Kyree who did an excellent job. I looked around by myself for a little bit and then Kyree helped me find exactly what I was looking for. He was very knowledgeable, kind and patient. Would highly recommend. Linda, the customer service rep. was also very nice and efficient in getting me checked out. All employees were wearing mask and enjoyable to work with. Delivery of items was precisely on time, delivery workers were fast and courteous. My overall experience was great! read more

Wish I could give them a zero!! I ordered a nice bedroom set several months ago and was told by the sales person that it is usually 2-6 weeks. At 7 weeks I called to check on my order and the woman I spoke with said that it could take up to 8 weeks and told me the date that my furniture was expected to come in. Over a month later and I still had not heard from Ashley so I called again. The woman on the phone said that my order had been cancelled!! She said she would have a manager call me to explain but I never heard from ANYONE!! I called again and asked for a manager to call me. A week later and I have yet to hear from Ashley. Quite surprised as I used to buy from this store all the time. NEVER AGAIN!! What poor customer service!! read more

The purchase process went fine the people who helped us were nice without being pushy. I paid for it all same day and pushed my delivery out three days before I was moving my stuff into my new house. Yesterday (Wednesday) I get a call saying they can not make my delivery that day due to the weather. I tell the person on the phone I understand but I really needed it Thursday or Friday. I explain I'm moving in Saturday and need my living room furniture. I explain I work 5 minutes away from my new house so I am flexible when they want to do it within those 48 hours even if they tell me last minute. The person makes it seem like that won't be an issue and says I would hear from someone to plan that. No on calls me before end of day Wednesday to reschedule. I wait until lunchtime today (Thursday) no one comes facts me. I call the store they say they had no idea it was cancelled but they can put me in for next week. I tell them that I was given the impression it would be resolved prior to Saturday. They said they would contact their warehouse to see if special arrangements were made. I call back before end of business because I never heard back. They act like they just got the response and no one made any special arrangements to accommodate. The women on the phone at the store doesn't want to deal with me so she quickly gives me the warehouses number. First girl I talk to tells me that I have no argument to get preferred delivery or any of my $150 delivery fee back because weather is listed in the small print. I ask for her supervisor and she says all my supervisor is going to so is give you next weeks dates like me. I get the supervisor and that's exactly what she tells me. My only option is to pay full price to get my delivery a week later than scheduled or cancel. I asked why no one contacted me or told me this in the first place and I am told the same thing. If I didn't need this so bad I would cancel the whole order no customer service at all. read more

I was moving and got lucky with a really good fall sale. I ordered a sofa, love seat, and 3 piece table set. I'm perfectly happy with the sofa and love seat... don't love the tables but that's not the store's fault. What is the stores fault is that I paid for delivery which was supposed to be 2-6 weeks after ordering. Everything was delivered late. I would have rathered just pick everything up myself. I wouldn't suggest buying anything here unless it is already in stock, or you don't need it in the near future. read more

Eric C. was fantastic. He really worked with me to get me exactly what I needed and he was patient through all my indecisions. I never felt pressured or rushed. Louise in finance was also a sweetheart and explained everything to me patiently. All around a great experience with my many purchases!! read more

My sales associate John was very, very helpful! He was very honest and really helped me make the best decision about my purchase. Thank you John! Louise, my CSR, was obviously having a bad day disnt even acknowledge me, I was standing right there and she was asking John questions that should have been directed to me. She then put the paper on the counter and just told me to sign here and here without explanation. I had to ask John what I was signing and he then asked her the same. She was complaining about things that I shouldn't know about as a customer. John gets a 5! Louise gets a 3 and that's just because she finally smiled at the end. read more

I am giving this place two stars for starters. I have not yet received my furniture and will reevaluate my review once I do. But until then I am only giving two stars. For starters the kid that started out as our sales associate was inept at best. He kinda knew what he was doing but was shaky and unsure. He wasn't put together and presentable either. Another sales associate ended up coming over and helping and we thought that MARTY would be a help to us. There were two sofas we were interested in. He priced them out for us and we decided they were too high. The one we originally wanted he quoted us for $2,800. Come to find out they actually upped the actual price tags on the furniture and then "marked" them down to make it seem like you are getting a deal. When I told him $2,800 was too much we were gonna walk he asked how much out the door could I do. I told him $2,000. He came back with $2,200 and we agreed and went forward with the transaction. They told us 2-4 weeks for delivery. Ok. We got home that night and got online and saw the original prices of the furniture we got on "sale" was less expensive online than what we had just paid for!!!! Livid!!!! Fine. So we had been waiting on a call about delivery. A week. Two weeks. Three weeks go by numerous calls with no answers and finally the lady I just spoke with told me "it's 2-4 weeks for US to get it. Then we call you and you pick the delivery date". -_- really?! REALLY?! You couldn't have clarified that?? I informed her that I wouldn't be returning to Ashley. Told her about the price issue and she said "well when you order online you only get curbside drop off and no one will take it back if it's broken. That's why it's cheaper" Right... That's not worth an additional $900.00 to me!!! What the f*ck?! Are you kidding me?! Also I was supposed to get the SALE price. And the Internet REGULAR price is LESS expensive than I paid!!!! We will see how the furniture is when we get it...if we get it. I'm beginning to wonder if I even just imagined purchasing furniture it's been so long! 4/10/2016 update After getting the run around a bunch more times here is my final review on this place. We were told yet again another date that our furniture would be in the warehouse. That date was today. Today comes and we call to make sure it's in the warehouse. And SURPRISE!!!!! "The furniture won't be here until the 29th". Perfect. For those of you who are working parents and understand the value of the weekends with your kids, I just had to sacrifice my Sunday with my daughter and husband to drive to Ashley and cancel my order because this is unreal. The manager, Cameron, is one of the laziest and unprofessional people I have met in a workplace hands down. He did not even say hello to us! His attitude was unbearable and this is after he didn't return my husbands call on two occasions. Needless to say, we went back for a full refund and went to Wolfe furniture. Buyers beware. Ashley has terrible customer service and terrible delivery times. Can't vouch for the product because we never received it. read more

One thing I've learned since the boo thang bought a house is that furniture salesmen are the WORST! The minute you walk into a store, they're all over you like white on rice. Some folks like that level of attention but I just want to be left alone and will find a salesman when I need one. After weeks of balancing dinner plates on our laps, he decided to visit Ashley Furniture. We were immediately greeted by a young lady named Delilah, who was actually normal. She explained the layout of the store and gave us the weekly ad, then left us alone to browse. We eventually found a dining room table set we were interested in and she came over to help us out. Once he decided to purchase it, we were told the delivery fee was $149! His house is literally a five minute drive away- you could even walk there if you felt like a stroll! So of course he said no, he'd just pick it up... ha! That's when we found out Ashley does not allow pickups. Delilah offered to speak to her manager and see if he could make an exception. She can back and said the manager ok'd the pickup but that's no longer allowed at the Frederick store so he'd have to go to Hagerstown, and there was a $49 fee to pickup the furniture. I would've walked away at that point but I knew it might be weeks before he got motivated to look for a table again so I kept my mouth shut. It was clear that Delilah felt bad about the store's policies and was just trying to do her job so at least it wasn't her fault. When he went to pay, of course the table wasn't in stock and we were told it would be 2-6 weeks! That's fine if it's going to take 6 weeks but man up and say that, don't give customers a huge time gap like that! But he wanted the table so he paid and they said they'd call him to confirm within the week. I had a sinking feeling that this was going to turn into a debacle but lo and behold, the very next day Ashley called to confirm all the details and to say they'd call when the table was ready. Well, in exactly 10 days they called him to say the table was ready. He picked it up over the weekend and assembled himself and it looks great. I'm very surprised it arrived so quickly, without any hitches. Still, I would recommend trying other furniture stores first because charging for picking up your own furniture is absolutely ridiculous! read more

Ashleys Furniture repair and customer service is horrible. We bought the warranty for our couch that we purchased in October. Not even 6 months later the couch frame and spring broke from regular sitting. I contacted Ashley's (April 13) and they asked to email them pictures. They kept saying they weren't getting them, I sent them as an attachment, pdf, directly in the email and it finally worked via Google drive. They said they emailed it to the service department who then asked me to resend them the pictures again. We scheduled the service and they said the ordered the parts. The parts didn't arrive when they said so I called and it turns out they sent them to the wrong house and the parts were reordered. They were supposed to be delivered the same day as the repair guy was coming - then they day of they had to cancel the repair because the parts were now arriving a date late (5/19). So now it's been a little over a month without a couch to sit on. We go to reschedule and the earliest time was (6/6) 3 weeks later. Now today after waiting at home and taking off work for the 8am to 11am window, I get a call at 10:30am from the repair service saying they can't come and resubmitted the ticket to Ashley's because they only submitted a work order for 1 hr when the couch repair takes 3 hrs. So we STILL don't have a couch to sit on. This is unacceptable and I will not be ordering from Ashley's again and will encourage others not to either. read more

My worst experience ever! I recently moved to MD and took an apartment and went furniture shopping at the Ashley store in Frederick. I bought furniture around the 1st week of January with the sales guy promising me delivery in 3 - 4 weeks. On calling back, they kept delaying and after 2 store visits and 5 - 6 calls, my delivery now stands at around mid march (not confirmed, only estimated). The invoice says delivery up to 8weeks and on asking for a refund since they violated the contract, i get an answer that the invoice says no refunds! I am sitting in an empty apartment for more than 2 months and am extremely disappointed with the service of ashley. So right now, i am sitting on 'NO FURNITURE, NO REFUND and NO CONFIRMED DELIVERY DATE' and this is after paying in full and several calls/visits. Do not ever go to Ashley again! I am planning to take legal action and starting with disputing this with my credit card company! read more

My salesman, Sola was wonderful. However, the Customer Service Rep Louise was terrible. I was told I had to give her ID just to place a hold on a bed. I never heard of this. She forcefully asked for my drivers license. When I said I do not have a license, she very snidely asked "you don't have a license" No I do not since I have lost most of vision! So, it is ok to try and humiliate me because I am disabled??!! Disgusting way to treat customers read more

You have a newspaper ad for certain item at a inviting price on the 7th. Went there on the 9th and no where can I find that item. Ask a female associate and she does not have an idea what it was. Then claims that was an old item but she did show us a different ad. (y even place a photo, an AD full page in the Washington Times?) Then, she gives us a sales talk about a much better plus higher ticket item. Claims its nicer and a new arrival. This not our first time buying furniture. Duh !? Ads are false (misleading) try to lure people to the store and trap them into buying higher price items. Please change your business tack-tics and be a honest business... its the 21st century. Never this store ever. read more

Worst place to shop for furniture. They do not set the right expectations on order delivery time. Seems like they will tell anything to make a sale. Also you can order some of the same things on Amazon.com and get free shipping instead of having to pay their transfer costs from one store to the next. Also an item they charge $175 for cost $69.99 on amazon.com with free shipping in 2-3 days instead of their 8 weeks delivery time frame. Very salesy and come across very untrustworthy. Will never return. read more

Well, I've yet to receive my couches 18 days and counting. Having called the store to inquire about my couches, I've been hung up on three times and given the run-around four times. I've purchased from Ashley before and had no problem however this time, I am appalled at the service. I seriously am shocked at how poor these people have treated me and are now telling me an additional three weeks. I'm ready to cancel the order and find somewhere worth dealing with. SIDE NOTE: When calling customer service, the caller is automatically transferred to a call center in Brandywine, MD. The better idea is to call and speak with the Frederick store. I still don't have my couches but the manager at Frederick is expediting the order. read more

DO NOT BUY FROM ASHLEY!! My items all arrived damaged. One was missing pieces and the assemblers put it together wrong. They drilled holes where they should be. They also left a mess after they removed the items and left. I want to cancel and they still want to charge me a 30% restocking fee. What will they restock! It's all junk. I don't want to risk taking another day off of work to have the same thing happen. The store said they would send a new team and "most of them are good". I don't want to take that risk. Also, everyone I had contact with from purchase through this issue lied or misinformed me about one thing or another. I called corporate and have to wait 24-48 hours for a response. My husband called back to check on it and they hung up on him. I found out too late that there is even a FB group for what crooks the stores are and to not buy from them. read more

Karen was our sales rep and she was very professional, knowledgeable and patient with us. We never felt pressured. She greeted us at the door, and we stated we were just looking. She let us look, without "shadowing" us. However, she was quickly available when we had questions. Her personality and attitude was very positive. We ended up buying a power recliner sofa and loveseat. It was actually an enjoyable experience. read more

I bought a desk from ashley furniture. First one came in damaged box opened it and the corner of the desk was crushed fine called customer service they sent out a replacement. Second box comes damaged and guess what so was the desk a different corner damaged but obviously from the pictures these aren't minor scratches otherwise i would have kept it. keep in mind we paid $1000 dollars for this desk. Now were on the third desk that came yesterday and three of the four edges are crushed. I will never order from Ashley Furniture again. I order from value furniture frequently and have never received a damaged product from them let alone three damaged products of the same thing. Customer service is a joke they make it seem like you messed up the product. by the third time i asked to speak to a manager and they sent me to an escalation team who didn't even apologize and had no explanation as to why this was happening. Ashley furniture deliveries through a third party for some of there stuff which is UPS and Fedex. Explain to me why when i called UPS about the order and how many people were delivering it they said one. How the heck is one person delivering this furniture when it took my husband and dad to even bring it inside because it was so heavy. Poor customer service and delivery service. I'd give a zero if it let me. read more

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Great service from Ashley and Parys!! A lot of furniture options as well.These are the ladies to go to. They were both very helpful and gave us a great deal. They were very detailed and I cant wait to get our furniture. I highly recommend these ladies. read more

Although I loved the bedframe I purchased, and the initial sale was good, I would probably never go back here again. 1. It took about a month to get our bedframe and mattress. I could have gone to plenty of other stores and received my furniture in less time. 2. My BIGGEST issue was that the mattress felt nothing like the one that I laid on MULTIPLE times in the store. Their response? We cannot guarantee comfort. I would think that you should have at least a guarantee that the mattress in the store will feel at least close to the one that you buy. Moral of the story: NEVER buy a mattress here. I have learned my lesson and will go to an actual mattress store in the future. read more

This place is awful. We ordered a living room set ten months ago. 5 months in we found out that the salesperson forgot to put the couch we ordered on our ticket. We are still waiting for it. The end tables we ordered to be delivered and assembled were neither. Staff offered no explanation and offered no accommodation. This place is the absolute worst. Avoid and spend your money at a reputable store. read more

Awful, almost laughable, experience. My boyfriend and I bought a couch at Ashley a little over a month ago. We were greeted by the manager, who told us that a certain couch and chair set was on sale for a certain amount. He then directeed a salesperson to help us, and that person told us the store manager was incorrect and gave us a completely different price. Then the salesman went on and on about his use of Xanax and other prescription pills and told us he was surprised that he was able to stand up at that point in the day considering how many drugs he was taking. We left at one point to price furniture at another store, and when we came back and asked the guy if he remembered which couch we were looking at, he actually said, "F*** if I know." I SWEAR this is true. We just had to laugh. We would have turned right around, but we were desperate for a cheap couch at this point, and Ashley was having a pretty good sale. It was the most unprofessional atmosphere I've encountered in a furniture store. The sales guy gave us an ETA for the couch and told us that someone would call to set up a delivery time once the couch was delivered from Pennsylvania to the local warehouse. A few weeks later, we hadn't received a call, and so we called ourselves. We were told that day (Wednesday) that the couch would arrive by Friday and we would be contacted to schedule a Saturday delivery. I went into the store on Thursday to pay the balance on the furniture and inquired about the delivery date, and she told me the ETA was now 3 or 4 days later. When I asked her why, she just shrugged her shoulders. A week later, we still hadn't received a call, so we followed up ourselves. Apparently the couch had arrived in their warehouse and no one had bothered to let us know. We tried to set up a delivery time, and they told us it could be delivered the following Tuesday, but they absolutely refused to give us any kind of window for the delivery time. We both work an hour from home, so apparently, one of us is supposed to take an entire day off of work to just sit around and wait for delivery. We had to cancel the delivery and arrange to rent a truck to pick up the couch ourselves. Totally ridiculous. read more

July 7th I have always been a fan of Ashley furniture so I was expecting great furniture but it's all in the customer service that will get us to purchase. Our sales associate Cameron didn't disappoint us. He didn't crowd me which I appreciate. I must also mention Logan. He wasn't our sales person but he was working with another couple. He moved items around was so patient. The customers he was working actually told us we should've asked for him. Then Logan said "Cameron is awesome too so you will be well taken care of". That spoke volumes to us. They aren't like sharks. July 28th I loved the experience so much we decided to get all of the furniture for our new home from this store. This time I asked for Logan and he walked the store with me for over 2 hours. Talking, matching and giving suggestions. He was so personable. After hours of me asking questions and him moving every piece to see what I thought I went home "to think about it". He said no worries.... he would prepare everything for me Because he was going in vacation and he wanted it to be easy if I decided to go with Ashley. July 29 We come to the store and see Cameron. He knew exactly what I wanted and had everything ready. I hate financing it but the process was so easy and really quick. Anit was the customer service rep who helped us checkout and she explained everything and made sure that I didn't have any questions about our order. If you are in the DMV is worth the extra miles to come to Frederick to this Ashley store because they go the extra mile to make you happy. read more

My family and I just purchased an amazing living room set from Monique. She was amazing as she provided us excellent customer service to get us the best possible deal. Candice was also very accommodating during the financing stage of the sale. Incredible customer service experience overall!!! read more

If you find yourself and Ashley furniture, RUN, do not walk, RUN FOR THE EXIT. We spent almost $7000 in the store and are completely dissatisfied with every single piece of furniture we bought. Karen, our sales person was very nice and very knowledgeable. It is their delivery assembly and warehouse services that are an absolute nightmare. Our sectional couch looks like a mountain range because of poor assembly, our coffee table was assembled with a piece upside down, and had to be replaced. This took 3 attempts, since on the 2nd try they forgot to put it on the truck. The dining room table center brace is installed upside down, and the doors on the hutch are highly uneven. When you call to get things straightened out all they will tell you is they can send an email for you and you will wait 24 to 48 hours to hear a reply. Taylor, the manager at their warehouse in Middle River is so thin skined that anything you complain about she claims you're harassing her. I guess the only phone call she can handle are those where people call to praise their services. She continually refuses to put a manager on the phone or anyone who has the ability to fix things. This past week we were told it would be 24 to 48 hours to hear back on getting our couch repaired. When I called back after the 48 hours had passed on Friday they still had no answer so it looks like we will be waiting till middle of next week to hear back from them. Although our sales experience was good I wouldn't even buy a light bulb from them again. read more

Keeping this short. The service is horrible and they mess up on orders. Save yourself some stress and time and pick another furniture store or take the drive to Montgomery County and shop. read more

I couldn't give anything less than 1 Star. Else I would have given them 0 stars. They would send damaged pieces if you don't buy protection from them. Even manufacturer manufactured items are not covered under manufacturer warranty. Every other store in this area have more common sense and better service than this place. Cheaters is one word that would describe them. I should have realized this before buying furniture. If you go to other near by furniture stores, they are full of people except this one. That should say something about this store. Don't do the same mistake as me by buying the furniture from this store. Save yourself and save your money. read more

I was a long time customer of Ashley's but not anymore. long story short, there customer service and sales are the worst I'd ever dealt with buying furniture. And I've been in the service/sales industry most of my life.Take a tip from me, DON'T SHOP HERE. read more

I went to the Ashley furniture store in Frederick to look for living room furniture for my new place. Karen, a sales person, approched me at the door. She mentioned that everything in the store is 50 percent off only that day! When I told her my budget, she mocked me in an indirect way that was very disrespectful. Then she tried to hard to sell me a couch and a chair while I was looking for a sectional in a very decieving way!!!! She said she will give me another 10% off which will make it 60% off and that it will tale 5-7 days to be shipped. I purchased the set, then I went online and found out that the original price was already the price after (her 50% off)!!!! So all she did was the 10%, and next day I was told that it will arrive 5 weeks later!!! I canceled my order and will never be shopping in Ashley's again! When I went to the store, other employees mentioned how decieving she can be!!!! I think the company needs to focus on choosing their sales people! They woukd benefit more from people that are honest and can build relationships, not people who just want to sell anything to make a sale!!! read more

You can tell this specific location's manager & employees do not care about this place. It's dirty, employees sit around on their phones and act like they could care less about helping you or making a sale. We obviously didn't purchase anything. read more

Thank you Monique and Kyree for all your help today!!!! It is so nice to be able to shop and know someone is there but not feel pressured to buy. So excited for my husbands new recliner for his birthday. We will be back again soon!!! read more

I worked with Maria to find a suitable bedroom set for one of our guest bedrooms. She plotted out the room and showed us furniture that worked with our "beach" theme. She price matched from the website sale and though it cost more than we wanted to spend (isn't that how everything always is?), we both love the set and can't wait for delivery. Jinan handled the payment and the financing was quick and easy. Set should be delivered in 2-6 weeks. read more