The sales person was anything but helpful. Looking for 2 different items that I saw online. Not in the store. But everything was 50% plus another 10% off. We asked if they can order them to the store so we can see them? No she says. We could just order them & they will deliver to our home. I asked then is the price I see online will be 50 + 10 % off! No, online prices are not discounted. She said maybe the Frederick store has them. Can you check w/them? No...you can call them. She walked away and never showed us the dept of the second item. We did our own search. I have never heard so many NO's in a store selling high ticket items. Bottom line.....don't waste your time on quality or service there! They were once a great place to get both! read more

I have used Ashley Furniture in the past but no longer will. I ordered a kitchen table set in mid July of this year and was told a 8-12 week turnaround, which is longer than normal, but I ultimately was ok with. After 16 weeks, the order was partially ready (table and chairs but the bench was not). When they delivered the items, the table was damaged and thus, I would not accept it. Since then, I have followed up with them several times (they have not proactively called me once) and my table (which was supposed to take 1-2 weeks to reorder and deliver) has changed delivery dates each time to a minimum now of late January, which would be a six+ month turnaround time, with no end in sight for that, as well as the bench which still has not been completed. What it comes down to... is accountability. This business needs to be more accountable than simply providing a sale at the time of purchase. I will be cancelling my order and going elsewhere permanently. read more

Im not buying anything else from this store it's take more than 6 weeks to arrive, I pay cash my furniture the same day and they told me that my bed will arrive be August 1st and its been passed 26 days and I didnt recibe yet, they gave me a number to call and no one answer 45 minuts on hold, if you have ashley like the first option just take second option read more

Ashley Store - 45 minutes on hold - Furniture Stores Near Me - Gaithersburg, Maryland

TERRIBLE EXPERIENCE. REFUSE TO HONOR RETURN POLICY. CORPORATE IS UNRESPONSIVE. DELIVERY MEN DID NOT WEAR MASKS AND REFUSED TO DO SO. DO NOT BUY FROM HERE. During the past few months of stay at home orders, we decided we wanted a new comfortable couch for our family room. We found the Savesto sectional online. We couldn't see the furniture in person because stores were closed at the time and when we were finally able to shop in store the Savesto was not available in the showroom. We were nervous about ordering without seeing in person but the manager ASSURED us we could return the piece as long as we did it quickly and would need to pay a pick up fee and either take a store credit or pay a restocking fee. We were fine with the return policy and proceeded. The sectional took eight weeks to arrive -- two weeks longer than the original quote of 3 - 6 weeks. When it was delivered, we decided the same day that it was much to large for the space and we called the store the next day to initiate a return and pick up. They scheduled the retrieval which was to take place one week from the delivery date. Upon arriving and before entering our home, the pick up team declared they would have to examine the piece and would not take anything if they didn't like what they saw. They made it clear that were looking for any reason NOT to take the piece back. They pointed to what they called 'damage', but was in fact a manufacturing byproduct that the piece came with - see picture attached of the slight pinch of fabric in the corner. One of the men who entered the house for the retrieval was not wearing a mask. I would not have let him in but my 70 year old mother with underlying conditions kindly opened the door before I could get there. I tried to explain that what he pointed to was not damage but he started arguing with me. I asked him to put his mask on at that point. He continued to point at area in the attached picture calling it damage, ignoring my request to put on a mask and simultaneously breathing all over my living room. When I ask him to put on the mask AGAIN, he declared that he was leaving and stormed out. I called the store and they said they couldn't do anything and that I would have to call their corporate office (REGENCY FURNITURE). I called corporate and was told to submit photos and that someone would get back to me within 24 hours. It has been a full week since I emailed corporate and I have followed up by email several more times during the week and I have not received any response other than acknowledgement that the email was received. I have been appalled by this experience. It is completely unacceptable. I feel deceived and taken advantage of as a consumer who did my part to understand the return policy before purchasing and took action quickly to meet the terms of the policy. I will continue to fight for a refund. I will NEVER shop there again and I will make sure EVERYONE I know NEVER SHOPS there either. read more

Ashley Store - What the retrieval team pointed to as 'damage' and reason NOT to retrieve the piece we wanted to return. They were looking for any excuse. - Furniture Stores Near Me - Gaithersburg, Maryland

I do not like this store, they are extremely overpriced and the products don't even look as good as it should be for their prices. I went there looking for a coffee table, and they were so expensive and didn't look nice. My sister purchased a couch from them that broke in less than 6 months, and she paid a lot for the couch!!! I don't recommend it read more

I am FURIOUS with the customer service here!!Super upset with myself that I didn't read reviews prior to spending almost $2000 on a sectional at this store. I'm scared to receive my couch that it will be faulty and unrepairable like other unfortunate yelpers experiences. It has been 7 WEEKS since I placed my order. They told me 6 weeks tops but most likely will be delivered in 2. Every 2 weeks something came up and they are still waiting on a part. At the 6 week mark I called and asked them what's going on, they told me they would give me a call back in 20 minutes and I never heard back. Today, at the 7 week mark I called and was placed on hold for over 15 minutes - I hung up. Very disappointed in the LACK of communication. Until I receive my couch and everything is FLAWLESS my review remains at one star for having a beautiful sectional at the store that better look identical when I receive it. read more

I have need searching for new furniture for my new place for about 2 weeks now. I have experienced everything from pushy salesman, not knowing the product or just ugly furniture. I walked into Ashley expecting more of the same . I was greeted in about 30 secs By Dai . He let us wonder the store and chimed in information that helped us decide on what we wanted . Still we want to go home sleep on it and Dai provided his schedule and contact info. No pressure at all. We came back a week later and made the purchase in and out with in 30 minutes. Dai was very professional and very knowledgeable about the products they have. Even the acceptance now people were very helpful . Overall a great experience which can be very stressful and the took it all off me. read more

So far, I only have shopping experience to offer. The saleswoman that helped my mom and I was wonderful - her name was Carmen. She greeted us, and was there to answer questions, but wasn't "in our face". She was also knowledgable. The sofa hasn't arrived yet, and after reading the reviews, now I'm really nervous... I will update if needed. read more

Definitely 0 stars. Their "leather" furniture, aka "Durablend" is really some slurry that is 17% leather, and will fall apart and peel... things that aren't covered by the warranty they want you to buy. And they aren't very forthcoming about this, and certainly won't tell you about the many lawsuits about this. Once I found out about this, I tried to cancel the order. They want me to come into the store, and won't let me cancel over the phone. Ridiculous. Who wants to invite an unhappy customer in, rather than fixing things expeditiously? These guys. Wish I'd taken the advice to just go to IKEA. STAY THE F*** AWAY. read more

ASHLEY FURNITURE HOMESTORE does not deserve the lowest available rating of one star. POOR FURNITURE QUALITY Purchased a sofa and love seat and all (8) of the back cushions are poorly made and looked disfigured when they were delivered. What we saw in the store and what arrived at our home are NOT THE SAME. It was reported the same day and still waiting for a resolution. POOR CUSTOMER SERVICE NO FOLLOW-UP OR FOLLOW THROUGH by anyone of the people I've spoken to; the STORE MANAGER, CORPORATE, the OFFICE MANAGER, etc. Purchased in October. Delivery promised before Thanksgiving. Received in December. Called the day of delivery to let them know there was something wrong with the cushions. As of today, I'm still waiting for a resolution. For the last three days the manager "has stepped out". None of our calls have been returned. The OWNERS AMAD and/or AMID should be ashamed of themselves for selling POORLY MADE FURNITURE to hard working people. They/ASHLEY FURNITURE HOMESTORE DOES NOT VALUE ITS' CUSTOMERS. I DO NOT RECOMMEND THIS DISENGENOUESTABLISHMENT. read more

Had to deal with this store again unfortunately, here is the story: Day 1: issues insurance claim for some sofa cushions, they went almost flat after maybe 2 months of use, keep in mind I am very fit and weight only 160 pounds and no one else sits in the spot but me maybe 1 hours everyday to watch some TV. Day 20 or so: received not the cushions but the cases for the cushions. Called the store and was told the cousins are on their way, and the young lady told me with ABSOLUTE confidence the cushions were ordered and SHIPPED and soon to be delivered. Day 50 or so (today): called the store to follow up on the shipment, after all it has been almost 2 months since initial contact. I was told there is no cushions ordered, no shipment arranged. I was told by a young lady that someone in the warehouse made a mistake. By the way, this young lady Zena was amazing, very polite and responsive. I could totally understand when someone made a mistake and was given casings instead of cushions erroneously but how could they have told me a month ago the cushions were sent and to be delivered when that order was nonexistent? METHINKNOT!!!!! read more

I have never experienced anything like I experienced with this business. It was truely unbelievable. I previously bought from Ashley Furniture while living in Houston, and had a decent experience so I thought I would buy from the store in Maryland. I was concerned about all of the negative reviews, but decided to go anyway based on my prior experience. What a mistake. I bought a bedroom set working with Rashad. I very specifically said I did NOT want their protection plan. I said this multiple times. Read any consumer report article on them; they are not worth it and are scams. I paid the bill thinking my wishes were respected and I was getting what I paid for. Well, I pull the invoice out after getting home, and I see a $163 charge for the protection plan I specifically said I didn't want!! I called the store and spoke to Rashad, who refused to remove it off of my bill. He said I needed to come back to the store, and he would raise the price of my furniture by $163 to take off this fradulent charge for the warranty!! I am 100% serious. Given this is clearly a scam, I want to cancel my entire order. I spoke with a manger named Shawn, who wanted to charge me a 30% restocking fee, even though my order has a fraduelent charge that is the entire reason I want to cancel in the first place!!! After multiple run arounds with their so-called mangement, I finally think I have the order cancelled and fully refunded. I really don't get why they wanted to force this protection plan on me. I guess the think people don't look at their bill. I also don't get why they wouldn't just take the $163 off like an honest business. read more

I've never had a worse customer service or product experience. Our couch cushion started coming apart at the seam within a month, and I'll spare you the full-length version of the story but it took 5 phone calls, 3 emails,and 2 full months to get any response. That's only counting the correspondence to the specific store we purchased from... because it's also worth noting that Ashley is run by franchise, so when I tried contacting corporate customer service on several occasions, they told me that they will do absolutely nothing, even if I can't get a resolution from the location that I purchased it from. And when I finally did reach THE "customer service" person in charge of the case, she never said anything remotely resembling "I apologize". If you value your money and your time, do not ever make a purchase from Ashley Furniture. read more

Honestly, if I could rate 0 star, I would. I have had the worst experience at this Ashley furniture location. My family and I have purchased from this location multiple times before and have had mediocre service. I just moved out and decided to buy couches and a dinning room table. While of course they were nice until they got me to buy almost 4K of furniture. Anyway, I made my purchase and the day it was supposed to be delivered the truck "broke" down. Huh what a coincidence. So after waiting almost the entire 4 hour window someone called and said it'll be another hour. When they come , they take one glance at the door and wall and say "the couch isn't going to fit". They didn't even TRY. I go back to the store to get a refund and they say 30% restocking fee or pick something else. So basically I was forced to pick something. After much back and forth with the "sales manager ",rashad I picked something. Mind you, he was rude as hell bc he could care less now that he got his commission off of me. The icing on the cake is the day of delivery for couch #2 no one called me 30 mins before like they said they would. So of course no one was home when they arrived. I called the store and they basically said I should have waited the entire window and it's my fault. No it's not my fault, had they called 30 mins ahead like they said, someone would have been at the house. So the drivers left without delivering my couch. So I waited 30 days for my couch only for it not to be delivered. This doesn't include all the minor interactions I've had with staff whom were extremely rude and unkind. These people should keep in mind that consumers are spending thousands of dollars at the store. Nonetheless, I will NEVER be going back to Ashely's furniture. Not just that location but any location in general. Nor will my family or friends. I will be sure to save them from having to go through what I went through. At this point if I could return my entire purchase I would gladly do so and go to another place for furniture. I don't post reviews often but when I do it's because I was really touched one way or another. Please , for those of you reading, DO NOT GO TO ASHLEYS FURNITURE. I would even suggest paying a little more and dealing with better quality service. read more

I will never shop here again. I spent a lot of money on a new couch. It was delivered ripped and torn and the delivery team dropped the furniture off the truck and dragged it as I watched like a sack of potatoes. Never saw anything like it. I had to refuse the couches after I saw that they were a piece of crap and ripped. Got a full refund but no one even apologized for the inconvenience or addressed how the delivery team had no clue what they were doing. I went into the store for the refund and they said merely two words to me. Unprofessional and I will never shop here again. Plus, most of the furniture is made poorly. read more

I visited this location and had a good in-store experience. I worked with Joel who showed me the exact piece of furniture I was looking for and passed me along to the manager for a quick check out. I'm excited to receive my new bed frame in 2-6 weeks. read more

We received great service today from Ish, Rohin and Alisha. All were super helpful on our visit here today. Ish was super helpful as our salesperson and made sure that we got everything that we needed for our new home. We are super happy with the service and would definitely come back again. See Ish for any needs that you have.. he will take the best care of you that any person in the store can o Update to this review. We shopped the 60% off sale they were having for Labor Day. We paid quite a bit of money. We went home and took a look at the invoice and even though everything was supposed to be 60% off, we got substantially less discount on wall art and the carpet that GOES WITH our furniture set we bought. Will be speaking in person to get this rectified since there were no listed exclusions to the event and we received a measly discount of only 15% on those items. Always check your receipt and make sure you look at the discounts applied as they snuck these ones past us as we were just happy to be getting furniture we desperately needed. Further Update- We are now almost three months out from the order which was paid up front. No employee of the store has EVER called to give us an update I have always had to call them to find out that my order is once again delayed. Ordered this 9/5. Was supposed to be in stock around 10/31. Called a week before that and they had 3 of the 17 things we ordered in stock and told me my estimated date of arrival for the rest was now mid November. Called mid November and they still don't even have half of the items in. New date set to mid December. I am in a new house with no furniture and it is looking more and more like I will not have it for the holidays. When I called a couple of weeks ago I set up a partial delivery for tomorrow 11/24 and was told that someone would call me the night before to schedule the delivery. Well not at all surprising that I didn't get a call, so I called them and they had NOTHING ON THE SCHEDULE FOR ME!!! I then got some bs about how it was never scheduled and that they would schedule me today but it's going to be another week and a half now and it's still going to just be a partial delivery. What I thought was going to be a nice easy addition to my home is now turning into a complete nightmare. I understand that there is a back order because of covid, but the fact that no one ever calls you to update on status when promised days are getting close is just bad customer service. read more

My wife ordered a reclining sofa and loveseat from Ashley and it was delivered on March 29, 2022. The furniture was too big for the room - when we purchased it, the sales staff said that we would be able to return it if we didn't like it, so we contacted Ashley the same day to initiate the return process. They scheduled for the furniture to be picked up between 8 and 12 AM on April 6. After rearranging our work schedules, the delivery drivers that were supposed to pick up the furniture finally showed up at 1:45PM. They took the sofa out to the truck, and told us they would not be able to take it for a return. They provided 2 reasons - 1) there was a tear in the couch on the footrest, and 2) there was pet hair. For the dog hair, we thoroughly vacuumed the sofas and had them covered in sheets since they were delivered, so if there was any dog hair, it was minimal, and my wife even asked if they were clean enough during disassembly and the drivers said yes. For the tear, it was actually loose stitching on the side of the footrest, in a position that there was no possible way that we cause it unless we maliciously tried to damage the couch (which we did not). They refused to even look at the loveseat stating they don't take back incomplete sets, despite the fact that we didn't get the standalone chair so we didn't purchase complete set. My wife called Ashley to dispute the driver's decision, and was met with rude, unhelpful associates. Not only did they not take back the furniture, but they refused to refund the $150 return charge even though they did not take the furniture. Her final call was with Jackie in their "lead corporate office", who said she was an escalation specialist and that there was no escalation point beyond her despite her need to continually consult her management for guidance. We are now filing disputes with the credit card company, as they accused us of causing damage which we did not cause, and we feel that we have exhausted every other course of action. Many online reviews we found mention that Ashley acts more like scam artists than furniture salesmen, and we feel that assessment is justified. read more

The people working there in the day I visited were uninterested and lethargic. It's almost as if they randomly picked people off the street that day and 'you work here now' with no training on the merchandise, cost, computer systems, or customer service. Go elsewhere, shop on line. Do whatever you can yourself without going to this store bc you'll leave disappointed. read more

If it was possible to give no starts at all that's exactly what i would've done. TERRIBLE shopping experience. Purchased our daughter's bedroom set at this location after my mom bought her home furniture from them in VA, she had a great experience. I on the other hand had the worst. While we were shopping the staff was great of course since they want you to spend your money there. Purchased the set when it was delivered and put in the room we noticed many marks on the furniture and paint chips. We told the driver and he assured as that with his touch up paint pen the item would be as good (which we believed because I mean why would they carry it around if that wasn't the purpose). Once the driver left I got to examine the furniture better (big mistake) and realized one of the legs of the chest was broken. Right Away called the store and customer service. Sent pics and they gave me the run around for about a week and then scheduled a service tech to come and fix the furniture that was scheduled for three weeks out. Tech came fixed the chips, looks better but still noticeable, he himself told me Ashley is one of the worst when it comes to the furniture. Tech also said chest was not fixable needed to be replaced. Fast forward to a month later, "new" chest is brought and looks like it was brought from a thrift store. We learned from our previous mistake and sent it right back. That was last Thursday, still haven't heard from them.. NEVER AGAIN! First and last time we purchase anything from there. read more

See all

I should have Yelped before going to this store, if I had seen the 2-star Yelp rating I would not have gone in. Our experience has been awful, from the get-go: we tried to order online but the site was not functional. Called that support line and got no help whatsoever. Tried to purchase the furniture I wanted by phone and the rep said they could not do that. So I headed into the store to purchase. Was told that I would have the furniture delivered by a specific date (which was my one and only firm request), and Ashley failed to do that. In addition, I had to contact them daily for 3 days to get any info on the status of my order. No call backs, no efforts to fix the situation, nothing. At the very end the manager offered to refund 3% of my order, but I have to go back in person to get that, which isn't happening. Ashley is permanently off my list for furniture. read more

Luis Flores did a great job helping me go through the furniture on the floor as well as online. I also like his matching prices offer. It was a worthwhile shopping visit. read more

I wish I could give Ashley less than 1 star. I have had the worst customer service experience of my life with this store. I bought a couch over a month ago and it was finally set to be delivered on Saturday. The delivery man came to my house took one look at the stairs and said that the couch would not fit up the stairs. He never even took the couch off the truck. He informed me there would be no fee because he never even delivered the product I purchased. I go into the Ashley store on Sunday to request a refund and am told that to get a refund I will have to pay a 30% restocking fee or I can get store credit, however if I chose another couch I will have to pay another delivery fee. I asked to speak with someone higher up and was given the corporate number. I call corporate and am told they do not deal with this I have to talk to the store directly. I call the store and they tell me to call corporate. Nobody will listen to my concerns and every person I talk to has passed me on to someone else while in the process being extremely rude, unprofessional and blaming me for the problem. The last person I spoke to at Corporate told me "not to be insensitive but this is your fault". She then informed me I could get a refund within 72 hours of placing the order. I told her that the couch was not delivered for over a month since placing the order so how is that fair to which she stated "that is not our problem". I have not been able to speak with anybody about this and have never met such an unprofessional organization of workers. Not one person apologized or offered to help in anyway. If I were to go to Bob's I am 100% positive that their customer service would give me a full refund (I know this from a friend who returned furniture to Bob's). I have filed a complaint with the Better Business Bureau and will keep fighting this until I receive a refund for a couch that is not in my possession nor has ever been. The people that work here are rude and unprofessional. Please please go somewhere else! read more

If there is an option to have negative 5 stars, I would have given that to them in a heart beat. The worst experience I ever had in my life. The front desk staffs are trained to be not courteous and stick with same answer over and over again. The chances of talking to a manager ( who had the sweetest talk when selling the furniture to us) is way less than hitting a lottery. In short I will never ever go back to this store, neither will have my friends do that. Oh! Did I tell you my issue is still not resolved. read more

I would give Ashley Furniture HomeStore in Gaithersburg, MD a ZERO, of a MINUS NUMBER if Yelp allowed it. If you are a LOW INCOME family, or a recently arrived IMMIGRANT, save your HARD EARNED MONEY and go to another furniture store. Ashley Furniture HomeStore in Gaithersburg, MD is the absolutely worst store to purchase your furniture, or anything else they may offer. In my case, my wife and I purchased a living room set with a fold out couch/bed. After ONE use of the fold out bed, the couch's wooden frame broke and fell onto the floor beneath it. The furniture was not abused, it was poorly made. When we first contacted them back 10 months ago and well within the original and extended warranty period, they would switch us back and forth to different people within the local store and then referred us to their "corporate headquarters" which did the same thing. Over time the original extended warranty expired at which time they said that 'your warranty has expired," so we can't do anything. They will drag their feet, and not return your calls until your paid for warranties expire. Then when you stay on them they say you have an expired warranty regardless of showing them proof of previous conversations and photographs of proof with the store and with their "corporate headquarters," proving this was an ongoing issue. Their furniture is cheap, you know they still make money when they sell their cheap furniture even on sale, they do not honor their warranties, they do not return your calls, and when you do talk to their employees including managers, they do not care if you are a "satisfied customer"; they just lie, knowing that they will do nothing to help you. They know that the low income families they sell to don't have the money to either sue them or take them to court. They are basically a SCAM. If you check the Better Business Bureau, most (not all) of the Ashley Furniture Home Store chain located in MD and VA have an "F" rating! A "BBB "F" grade", imagine that! https://www.bbb.org/en/us/search?find_text=Ashley+Furniture+HomeStore&find_loc=20850&find_latlng=39.045757%2C-77.183090&page=1 And by the looks of it, they are crooks all over the country! https://www.consumeraffairs.com/furniture/ashley.html. Save yourself the aggravation and go somewhere else. read more

Lena made my experience so smooth. She gave us our space to browse around. And she was ready to answer our questions when needed. If you looking for a professional with amazing taste ask for Ms. Lena read more

I bought 4 pieces of furniture ($2000). I had to disassemble and reassemble one of them as they didn't put it together as expected. And now after 2 months I am still waiting for one of the items (which I already paid) read more

Walked in and saw an overwhelming number of sofas. Daisy was able to show us an entire set including sofa, loveseat, chair and ottoman that was able to fit into our budget. She made this the easiest purchase we've had in a long time. She showed us options and didn't try and pressure us to make a choice we weren't comfortable with. Very impressed with the store's selection and sales staff. read more

Bought a sofa and love seat in February that still haven't arrived. For months every time I call they tell me it's coming this week or in two weeks. We're months past when they were supposed to show up and still they can't tell me when they are coming. Gave me a delivery date at one point, but I think that was a lie just to get me off the phone because that date came and went without anyone even bothering to call me. Won't return calls if I leave a message. Recently admitted that they lied to me about where this furniture was coming from when they sold it to me. Honestly the most frustrating experience I have had with a store ever. If I could give them a lower review than 1 star I would. Shop elsewhere. read more

The delivery guys Dalontae and Quentin were professional and polite. Great Customer Service! Thanks again Guys!

Great customer service! My sales person Daniel was awesome. I left the store fully satisfied.

Elaina and Nick were very knowledgeable and helpful. They made my couch buying experience quite enjoyable!

My review is consistent with the others. We ordered furniture in July and was told it would be delivered in 6 weeks. 6 weeks came and went and we didn't hear from anyone. We would call and ask for an update, and we would be told it was pushed out a couple weeks. At 7 weeks, half of our order was delivered. The other half of the order was delayed two more times. The last time it was delayed they could not confirm that it would be the last time it was delayed so we cancelled the order after 12 weeks of waiting. I understand covid has presented challenges, but to push the estimated delivery date back by 6 additional weeks was insane. read more

Corey (salesperson) and Rohin (manager) very helpful. Corey answered our questions and did not follow us around the store like some salespeople do. Did not give 5 stars since the price and the furniture quality is less than excellent. read more

Corey and the management at the Gaithersburg store are wonderful. My Mom moved here after my stepdad died late last year, and we needed to furnish her new place. Corey was patient, kind, and helped us on multiple calls as we ordered and exchanged items. His manager was also very sweet. That said, both the delivery experience and corporate customer service line are very bad. The delivery guys were sloppy and dragged furniture down the building hallway, leaving debris and hitting walls along the way. When a bureau was too big and we asked for it to be taken back, the movers were agressive about not wanting to do it. My Mom is almost 80 and this was stressful for her. We also thought we could return side tables at the second delivery, and the Gaithersburg store manager tried to advocate to corporate because my Mom had not even moved in or used the tables but corporate refused. The woman I subsequently spoke with at corporate customer service was the most unprofessional customer service person I've ever dealt with. My recommendations are for Ashley's corporate office to 1) reward your Gaithersburg store and 2) rework delivery and corporate customer service entirely--they are making your company look bad! read more

My sales associate was very nice and knowledgeable. She took the time to make sure my husband and I were comfortable with the quality of the furniture as well as the price. She didn't try to up sell us or even try to convince us to max out our credit limit. The store manager was also very wonderful. He introduced him self while we were shopping and even made some suggestions on what pieces he thought went together. All in all we will be returning to complete the next room on our home. read more

A couple of months ago my husband and I bought a sofa and two additional pillows (since we didn't like the Paris themed back cushions if came with). The sofa arrived and everything looked great except we STILL have not received the pillows (over two months later). Every time I call someone tells me that they have zero updates about our order and that the manager will have to figure it out and call us back. I've now called four times and have never heard from anyone. We are very frustrated how much work we have had to put into getting in touch with them and still have no news and no pillows. The store workers have been very apologetic but the manager doesn't seem to care enough to do anything about it or no one is passing our message along. read more

Unpleasant experience with customer service and staff. Wonder how they are doing business with management they have now. Need training for these employees !!. This is my first time shopping at Ashley furniture store and turned out to be my last by the staff. I have purchased bed set at the store with sales lady and asked for extra care with delivery since we did new painting and floors and sales lady gave me assurance that there will be no mess or damage to my house and the store will be responsible for it if there are damages. Original delivery was postponed to next day with one phone call notice. Delivery day happen to be pouring day, but I had no choice since I already got rid of my bed set and cleaned the area for new furniture. Delivery guys show up and told them whole set is going upstairs and asked them for shoe cover hoping for some sort of cover for the floor from the heavy rain. And the guy answered " do you want the delivery and assemble the furniture now or not?" with I don't give it a damn about floor attitude and "call the office if you want the delivery as is or not". So I called the store and explained the situation a lady at customer service. She told me with irreverent tone that I should have asked for shoe covers when they called for delivery schedule and I will be responsible for all the floor clean and put me on hold to speak with dispatcher for 5 minutes and hung up on me. So I called the store again connected to different lady with more strong threat rushing me if I want the delivery now or not, otherwise I will have to call the store reschedule the delivery and pay for re-delivery charge saying the drives are waiting outside in rain(they were inside of truck, not outside. if outside, I would have them wait in my house!!!). So, I gave up and told her ok to bring the furniture, all of sudden the truck took off and told her about truck and she talked someone next and comes back saying her supervisor( sound like the other lady was her boss and right next to her) told the drivers to leave and I will have to reschedule the delivery and pay for the fee and hung up. I have been in retail business last 25 years and making sure repetitive customers with good service, but this store has some issues. Customers are like building a house a brick by brick making sure that there are no gaps and problems by staff and this place just throw away new brick to another house. read more

I was excited to get all my furniture for my own place so this was a pretty big step and a huge leap of faith from my part, it is really hard for me to make big purchases so when I paid for my furniture in full I expected to get all my furniture. I purchased the furniture before closing on my home and gave them some grace period since I was getting some work done. It took a while for me to get my furniture and on delivery day, delivery crew was efficient but some of my items were missing. I purchased everything in March, it did not get my stuff till late May and to make things worse it is now August and I still don't have my pieces. I spend countless hours on the phone to be told that they had lost them and basically played ping pong with the blame with no resolution, the store blamed corporate, corporate blamed the store. I bought stuff here because my friend works there but I would not recommend them. The manager got sassy on the phone with me multiple times and hid after a while all together to avoid giving me answers. read more

On 12/30/18, we ordered a dining set and living room furniture from Ashley (Gaithersburg MD, 534 N Frederick Ave). We were given a delivery estimate of 4-6 weeks. It's commonly understood that these delivery date estimates are provided but companies work to make delivery as soon as possible, in order to provide a pleasant customer experience. As of 2/10/19, we received no delivery. On 2/12/19, we called the store and voiced our disappointment. They then said they'd have everything delivered on 2/18/19. On 2/18/19, the delivery showed up, but was missing an item (side chair). The gentlemen that delivered called their dispatch center. The rep informed us that two deliveries were scheduled, unbeknownst to us. When my wife called to dispute this, the person that identified himself as the manager of that Gaithersburg store, Rashad, proceeded to tell my wife that she was being rude and that since we've waited so long already, it shouldn't be an issue to wait longer. The lack of professionalism by your company representatives is astounding. As of this writing, we still haven't received a return call to confirm delivery of the remaining item. read more