Bought our couches about a month ago. The sales process was painless and I was satisfied. The problem we have came upon delivery. Two delivery drivers delivered, of course at the final minutes of the 2 hour time frame, and assembled our recliners. They were professional and even helped move our old couch upstairs. I was not home when they finished up, my wife was here to sign and have the job completed. As soon as I got home, I sat in the recliner and noticed a tilt as I reclined. The entire seat leans right to left when reclining. Once I realized there may be a structural issue, I examined the other seats and it turns out a recliner on the other couch had the same issue. We immediately called ashley and out through to their customer service. After our 1st appointment was missed, they arrived for the second, a week and a half later and a full month after we purchased the couches. The third party repair man was very nice and professional and showed us where our issue was. He pointed to a piece of hardware that was bent and he attempted to fix it by clamping it straight with a pair of pliers. When he was not able to fix the problem, he informed me that he would have to order parts to fix the couch. While he was here, I called our customer service rep and made her aware of the issue, and explained that I was not happy to spend as much money as we did on a new couch just to have to have it repaired as soon as we get it. I explained that we might as well have bought a used couch and had it fixed. I made sure she knew that I want a full replacement not a repaired couch, which would, in my opinion, cause future issues as the integrity of the couch had been compromised. She informed me that she would need to wait until she received the repair man's photos and notes to determine whether I would qualify for a full replacement. I was told that I would be contacted a few days later to let me know what would happen. Here I am a few days later with no call from our rep, but we did receive a notice that our parts have been shipped to us. Seems like my request was completely ignored, I will have to take more time off to have the repair man come back out, and will be left with a less than new, repaired couch. This is the first and last time I will be doing business with Ashley Furniture. Terrible service! read more

Don't shop here at Ashley Furniture Homestore!! Buyers beware!!! We bought a mattress "Hope to Dreams" from them and it's defective or at least there is something really wrong with it. They will not exchange it. Telling us there is nothing wrong with it. We bought an ultra plush plillow top, the one we were delivered is a firm. All we are asking for is to exchange for the exact same mattress we bought. It's only 2 1/2 months old now. Not like it's an old mattress and trying to get a new one. Have been given the run around for weeks now! I asked the manager why the company has a problem with exchanging the mattress out? He told me..."Because what if it's the same thing?" Wow, so companies don't replace defective items because, what if it's the same thing????? I have filed a complaint with the BBB. read more

I do not recommend shopping at Ashley Furniture. The first red flag is an "All sales are final" policy that is not disclosed by the sales people and is buried deep in fine print somewhere on the receipt. When I asked the sales person about return policy he told me I had 72 hours to inspect the merchandise. I was surprised to find out about the all sales are final when I tried to cancel the order after numerous delivery delays. Based on numerous reviews on Google, Yelp and the BBB what Ashley does is take your money, then continue to delay delivery of your product, and when they do they may send damaged goods, and take even longer to resolve getting replacement pieces or repairs. Also the sales person was misleading about what the warranty covers. Apparently in the eyes of the owners of Ashley Furniture it's a perfectly acceptable business practice to schedule delivery dates , not show up and not inform the customer of the change. Apparently the owners of Ashley Furniture have no understanding of the hassles or the lost wages people go through to take time off from work to be home for a delivery. I believe the reason they have an all sales are final policy is because they know the delivery system is poor, the quality of the furniture is poor and the only way they can stay afloat is to refuse to return your money. It appears that once you go to the BBB their all sales are final policy changes. I will also be contacting the Attorney General to complain about what I think are unethical business practices. read more

Ordered $7,000 worth of furniture from Ashley in March of 2011. They delivered the furniture and were missing some pieces and delivered damaged pieces. A tech came and all he did was color on the damaged furniture with a sharpie. Some furniture had to be reordered because it was too damaged (ie he couldn't fix it with his sharpie). Unfortunately after talking to multiple people, EVERYONE either forgot to order the missing/damaged pieces or entered it incorrectly. When I called to check on the furniture to see when it would be delivered, they had no record of us needing more furniture. They finally delivered the furniture and one piece was damaged again, so we had them return it. A manager got involved and we were given the protection plan for free. One of the managers promised he would inspect the furniture himself and deliver it to us to make sure it was in good shape. He delivered the EXACT same damage piece to us! Then he had the audacity to call one of his employees and yell at him on the phone, saying that this guy was supposed to inspect it. We then got another $200 off for our trouble, but we still had some damaged furniture that needed to be repaired. After ordering more pieces, delivering parts to us, and having the repair guys (more talented guys) come to us, we finally have things straight. At the very end when I was complaining to a manager about being upset with the service, he had the audacity to start yelling at me making it sound like he was doing me a favor, even though we've been dealing with this headache for 5 months. To top it off, the furniture is cheap. I don't know much about furniture, but it doesn't appear to be real wood. It's almost like pressed would that chips and peels off the edges easily. With how poor the quality of the furniture and the service is, we will never shop there again and hope other people will not have to go through what we have been through. read more

This is a very long and cautious tale about how you should not ever go to this store. I went into a different Ashley store to look at a couch during their New Years sale. I ended up falling in love with a couch but decided to give it a few days to think it over. I was planning on moving and I wasn't sure what the new address was but the sales associate assured me that when they call to set up a delivery date, once the coach was ready, I could give them the new address. I went to a different Ashley store, in Midlothian, to actual buy the coach. When I first walked up to the store three sales people were outside smoking, when I entered one person said hi. I went to find the coach to make sure I really wanted it and was waiting for someone to come to me to help. 10 minutes later I went on a hunt to find someone to tell them I wanted to buy something. One girl I passed was sitting on her phone, I assumed she was a customer turns out she was another sales associate. When I finally found someone to help me he assured me the same thing the other guy from the other store did. That they could put the delivery address as to be determined and when the couch was ready to be delivered they would call and I could give them the new address. I was told it should take 3-4 weeks for the delivery call and paid for the couch and delivery. This all happened January 5th. February 6th I moved into my new apartment and still never got a call, so I called them to see what was happening. The lady said the couch was ready to be delivered (nice of them to call) but the delivery fee I paid of $60 was for Tuesday-Friday and I would have to pay an additional $40 for a Saturday delivery (kind of them to mention that in store). I didn't have much of a choice (I had already taken that Monday off to move/unpack) so I gave her my card information and set up a delivery for Saturday Feb 13. She said they would call Friday with my 3 hour window, which they didn't know until then because of the delivery route. Fast forward to me sitting here today Feb 13 with no couch. I called delivery to say that no one called to give me a time and the lady said my couch wouldn't be ready until Feb 18. I called the store and the manager there said there nothing they could do, the couch wasn't ready. That sometimes when a item is popular it gets put on back order. It was troubling to her though that someone said the couch could be delivered today. Well they already charged my card so I had proof of the phone call, but they had it no where in the system of the delivery. All she could did was see if she could talk to her manager to get the extra $40 charged back to me. So here I am sitting on the floor writing this review with no couch and a glass of wine trying to smolder by rage and disappointment at the haphazard running of a national store. A store that seems fine spending more money on commercials then the training and employment of their associates. A store that seems to think its acceptable to tell their customers one thing and turn around and do something else. Do not in any circumstance go to this store. It is like an ugly beast luring you in with sales and pretty displays. Then once they take your money their true colors really shine and you are trapped. But this story is not a fairy tale because no one comes to save you. No shinning prince in a suit of armor can save you from the talons of this store. You will be alone. With no furniture. Sitting on a cold hardwood floor with only a glass of wine to accompany you. read more

I have finished several rooms from this location. Service levels are great our sales rep Q answered all our questions and offered suggestions based on what we like. She also double checked to make sure we were getting the best deal. The are very competitive with pricing whick helped make decisions to furnish multiple rooms. read more

I thought I'd go ahead and update this review from 7/10. It seems the communication at Ashley still seems to be horrible. It was nice that someone reached out here on Yelp to show concern but after a few emails back and forth I have been dropped as far as returning responses. No one will help me get my refund processed any quicker, and the last I heard from anyone was on 7/15. I followed up yesterday and I'm still waiting on a reply. The funny thing is, someone keeps trying to call and get this delivered? Who hasn't canceled the order? Delivering damaged furniture twice is enough. We've already gone ahead and ordered and received a new set. I will continue to update as this ridiculous process unfolds. read more

I bought a new furniture suit and a Sealy Mattress from them. The mattress alone was $1200 dollars and you think that it would be a dream to sleep on. Wrong, it has been a nightmare!! I ordered a plush and the mattress is hard as a rock. I followed their protocol to the T. I had the gentleman in while he did his test and measurements. Even he said the bed did not feel as it should, but Ashley says its a preference and comfort thing, not the bed. The bed is hard as a rock and my back is in pain. Ashley will not do anything to help even though I bought the 10 year warranty.. I spent allot of money in the store and this is how they treat a customer. DO NOT BUY ANYTHING FROM THIS STORE!! Service is the worst. read more

Unbelievable customer service! Everyone was helpful and supportive to help my wife and I find the couch we loved for our apartment. Staff continued to check in even if we were being helped. Recommend this place to anyone looking to buy home furniture! read more

Horrible service in the store. Waited forever for the sales rep to finalize the paperwork. Horrible delivery. Paid for delivery and they refused to set up the bed unless I paid extra. Will never go to Ashley Furniture again! read more

If I could rate 0 or negative I would. My wife and I were sold a couch that wasn't even in stock but were told it would be in stock in a week. So we placed the order cause the salesman guaranteed it'd be delivered dec. 4th.... well dec. 12 and we still have no couch in our new house. Talked to their customer service multiple times and was told "that's the problem when you order popular stuff" and "we have no control over the situation we just go on what info the manufacturer gives us". Never once was a remedy of a discount, coupon or compensation offered because they've failed to make their designated delivery dates. I would never have bought a couch that was not in stock but I was assured by the salesman that it would be in stock and delivered by the 4th of December. I talked to a "supervisor" or a lady claiming to be one and she only offered apologies and said "it's only been 2 weeks". We have no couch in our house and we've been sitting on camping chairs and the floor in our den. We figured we could rough it the couple days before delivery but I guess I'm a fool for complaining about the thing we spent $1400 on has only been delayed 2 weeks. Terrible customer service, they clearly read a script of "I'm sorry for the inconvenience" but offer no real substantial help. They refuse to admit they were at fault and refused to acknowledge that maybe their salesman should know more about the availability of their product. Horrible experience and need to warn as many people as possible about it. Don't waste you're money, you're better off literally burning your money. read more

Hated it hated it hated it !! No update on delivery, & after waiting for 3 months, ended up canceling my order. Very poor customer service; Called them 10 times, recorded all conversations on my phone; very disappointed with such a terrible experience. read more

I was lied to and when I attempted to speak to someone there was no one available. I left several messages at customer service but to no avail. I am still waiting for that call back. I am a long time Ashley customer and have never experience such UN-professionalism. My question is who is in charge because I kept being told everyone was off or they did not know who else I could speak to. Oh and I sent an email to contact us but have not received a response. You guys are consistent. read more

I ordered furniture the day after thanksgiving, said it would be delivered in 3 weeks, delivered 2 twin beds and both were missing the trundle I ordered. After calling the store 3 times, I had to go up there to have this issue addressed. Manager said the sales person had put in the wrong order number, trundles were not included in order. If I wanted the trundles I would have to purchase them. I was pretty much forced to buy them because I already had the mattresses that could not be returned. Was again given a 3 week delivery date and when it came , it was the wrong item, it was not the trundles, it was drawers. Had to go to the store again, they reordered the trundle, and again it was the wrong thing delivered today. Let's hope this time they get it right! read more

I am beyond furious and will NEVER shop here again. I ordered a new living room set on 3/29/17. The salesman and his associates were more than happy to take my $3,000.00, especially by lying to me about the delivery date. I was told my items were expected the week of April 10th, and I would get a call on the 10th to schedule delivery. I call today to find out what the heck is going on and I am told that you have all of the items EXCEPT a chair. and that it is now expected the week of the 17th!! ANOTHER WEEK OUT!!! AT LEAST. I ask if they can deliver the other items, because I am going into week 3 with no furniture...I am told no, they only deliver when they have everything and that oh by the way, the 17th is really only an estimate, that it could be ANOTHER WEEK AFTER THAT. Oh, and then your kind customer care rep kindly reminded me that all sales are final and there isn't a thing I can do about it. I am furious and ready to take legal action. read more

My husband and I looked for furniture for almost an entire month; we went to several stores in the Richmond Area looking for good quality and good pricing. One of our last stops was Ashley Furniture. When walking in we were greeted and helped by a sales associate; and he helped us with the set we were interested in; getting the price together for us. We told him we needed sometime to think and we would get back to him. After a few days my husband went back to the store only to learn that the original sale associate was moved to a different store. The new sales associate Deon was such a huge help to my husband; as he care of his needs right away and was able to get the bedroom suite to the price that we were first quotes by the first sales associate. Deon gave my husband his business card and his personal cell phone number so that I could call him later to discuss the bedroom suite with him. I did speak to him several times over the next 24 hours and he was always so willing and polite to me. I did end up calling him the next day to tell him I wanted to purchase the bedroom suite (Marsilona Set); he was scheduled off that day but he told me he would come into the store to meet me and help me with the purchase of my bedroom suite. Upon arriving to The Ashley Store; Deon was there dressed in his business suite and wiling to stay with me to the very end of ordering; paying and setting up time for delivery. He was such a pleasure to work with and so very kind. I understand this is their job; but he very kind and went totally out his way for us & we APPRECIATE it... Delivery was Friday February 12, 2016; they told me two days prior my delivery time was 8-12 pm; and I received a call at 8:30 that they would be there within 30 minutes. The delivery men were so prompt; very considerate to my walls and hardwood floors and they did an awesome job. I would totally recommend Ashley Furniture to anyone. We are so pleased with the quality of the furniture and the looks of it. It is solid and heavy; but just as beautiful and elegant as I wanted... Could not be HAPPIER with my purchase!! Thanks Deon for making this happen..... read more

This was the worst furniture buying experience ever. I found the furniture that I liked, but the payment finance rates are ridiculous. Unless you can pay at the time of purchase, do not purchase furniture at Ashley Furniture. No other furniture store will charge you the ridiculously high interest rates that Ashley Furniture does. Please take your time and go to other stores to purchase better quality furniture for better prices with reasonable interest rates. Ashley Furniture is a part of and only a small step up from Rent-A-Center and if you need to make monthly payments the interest rates will never be worth the furniture they sell. EXTREMELY DISAPPOINTING ! read more

on 06/10/2016 we purchased 2 power recliners at a cost of 1866.88 we were told it would take about 10 days to get them. We received then on 07/08/2016 about 8:30am at about 9:am I tried mine out,it did not work . I called them about 10:45 and reported problem . I was told they were sorry and it will only take 6 day to see what the problem is.and they hope it can be fixed on the spot but not sure.But just relax because they now very sorry.I paid 199.99 for a protection plan I guess that did not entitled to fast or good service ,199.99 only gets slow and poor service.Bottom line if you need broken furniture and bad service you can pay extra for Ashley is the place to buy from. read more

If I had read the reviews here before I went to Ashley I probably would have changed my mind but...after buying over 3K in furniture...I just want to say that one person at the Ashley Midlothian actually saved my day (11/4). SHOUT OUT TO Sonja C.. She was the ONLY one that cared about the delivery issues Ashley caused me. The manager was "out at a meeting", the distribution center does not answer calls unless you have an ext # for the person you are trying to reach and ALL ext #s I had went to voice mail and the mail boxes were full (shocker!) Anyway, Sonja was not a sale person and had nothing to gain by assisting me in the quest of finding what happened to my missing piece of furniture. It was so refreshing to see someone cared for a change. She called me back up updates, apologized and gave me the new delivery date. Again, SHE WAS NOT EVEN CUSTOMER SERVICES! She is just one of the very rare dedicated people who helped turn a bad situation around. Distribution customer services = Awful Store Sales = Good Sonja C. = Outstanding! read more

i've had an account with this company for 9 years. starting as a single mom buying bedroom furniture for myself and son a dresser a mirror a twin bed mattress... a queen bed t mattress nightstands ... to 2017 a kitchen table six chairs sectional couch ottoman... to now... a king bed king mattress a chest of drawers and dresser. we went in to buy the dolante beige upholstered bed frame walked immeadiately over to it because we knew where it was located from window shopping the week before... sales associate came over talked with us began our order wrote it down then asked did we need a mattress went into the mattress room tried every one chose one wrote it down .. we mentioned we needed dressers eventually she got us to look at them and ended up addind them as well even though we were there for the bed... i put down 400$ in cash after much back and forth for 6 days with synchrony which is a crap financial company they use (which i am well aware is not ashleys fault) we finally were able to submit our order .. only to find out 7-8 days later from the delivering company we had to put down an additonal 500$ in cash... 3 days later when i come up with the money i go in to put it down and they cant find me in the system or my order. at this point no one has communicated with the other. delivery company repeated back my order and exact amount to be paid. ashley cant repeat back or find me... once they finally locate my paper work she tellse its actually 592 and change i have to put down. i go back two days after that and put down the additional 92 some odd $... same issue cant find my paperwork... once found delivery scheduled and out the door. delivery company comes and puts a mattress on the floor .. there is no bed on the purchase order .. delivery woman on the phone says she doesnt even see where i put any payments on the account that i have to contact the store . cant get anyone on the phone leave two messages and nothing back. finally my original sales associate contactse and tries to figure out whats happening... she says its not on the purchase order which means the desk woman typed in our order wrong and now we i am sleeping on the floor. i cant get anyone to move with any urgency after putting down almost 1000$ in cash and a mattress protector which i did not want that was charged as 119$.... the kicker is the dolanted king bed i ordered is only 298$... but i got 2400$ worh of things i didnt even originally go in for. i have never had so much trouble with ashley furniture i always had customer service that was urgent amd cared i will never go back to them after this.. and yet im still sleeping on the floor! read more

The salesmen at Ashley furniture lie to sell furniture. We were told that their DuraBlend is extremely durable, that it would hold up great to high use in a house with children and animals. In less than 3 years, the leather started peeling off of our furniture. It is ok, I thought, I bought the extended warranty because the salesman told me that, if anything happened to the furniture, it would be covered. Wrong! Apparently peeling DuraBlend is considered "normal wear and tear" and is not covered by the warranty. Ashley told me they could not do anything because I had the furniture longer than 6 months...6 months! That is how long they stand behind their product, just 6 months. Wish I had searched the internet for reviews before buying because this problem with the DuraBlend is not an isolated event, it is a regular occurrence that the salesmen are hiding in order to sell furniture. Do not waste your money at Ashley Furniture! read more

After they tried delivering our bedroom set yesterday we saw a HUGE scratch in the headboard plus sharpie was used to fill in some places. I took a baby wipe and tried buffing it out while the delivery guys were here and they were like, "ma'am that isn't going to buff out!" I specifically asked, "is everything on the truck like this?" The delivery guy says, "YES, all of it has been damaged!" After being on the phone with them ALL DAY yesterday, we were told it would not be delivered yesterday. We were told it had been inspected and they saw the damage on it YESTERDAY. This morning, we waited for a delivery call but never got one. We called them again and was told that they did not put it on a delivery truck this morning because they had to "inspect" it- which we were told was done yesterday!! The lady told us the damage was only cosmetic and we shouldn't have refused the whole truck without even looking at it and because we did- they don't think we would be happy with any of their deliveries and will be refunding us! SERIOUSLY!!!? I asked her,"if you were told by the delivery people that EVERYTHING on the truck was damaged, would you have still made them bring all of it in up two flights of stairs when they would just end up taking it right back out?" She says, "I wasn't there for the delivery, I couldn't tell you what I would do!" So My husband had to take two days off work for nothing- and I moved EVERYTHING out of our room by myself (since he has a back condition) for this delivery only to have to move everything back in by myself because we did not get our furniture we paid for in NEW condition. DO NOT EVER GO TO ASHLEY FURNITURE!! read more