Truly so frustrated. I went into the store, had a great experience with the salesman, and it was completely downhill from there. The bed was delivered and they stripped the screws on installation, then didn't tell me and hid it against the wall so we wouldn't know it was half installed and wobbly. On that delivery they forgot to load another piece of furniture on the truck I ordered, so I rescheduled the delivery for the next week. Took another day off work, and on that day they called me 15 minutes from the end of the delivery window to tell me they forgot to load it onto the truck AGAIN. They wanted to reschedule for a 3rd day, I declined and told them to refund me. I'll get the cabinet at Homegoods and get a higher quality piece of furniture that ACTUALLY ARRIVES AT MY HOME. read more

Long time customer that made my first purchase at Ashley in '06. In the last 3 years since moving to Mechanicsville, I've furnished dining room, office, living room, and patio with Ashley furniture. I found a leather chaise I wanted for my office. I went to Broad St to view it in person. I waited over 30-45 minutes and no one approached to help. I left and went to Laburnum. Greg Brown helped me but told me that only Hull Street would have the piece in stock to view. It was too late that night, but I went to Hull street and bought the piece in person on Sunday 1/19. I was told it was in stock and could be delivered ASAP. I told the salesperson I was only in town Mon and Tues of the coming week, as I travel for work. I'm usually out of town Wed - Sat I explained that to her. She told me someone would call me soon to schedule delivery. It's been two weeks, and no contact/delivery. I called today to the Hull street at talked to Sonia. She tried to help me, but can not make the delivery happen around my schedule for at least 3 more weeks. I will not wait that long. I asked to cancel and be refunded. She said only store credit can be issued for my $200 deposit. That's unacceptable - I won't use store credit, you've lost a customer for life. read more

We purchased our entire living room furniture set from Ashley Homestore including two full sized sofas, an arm chair, two end tables, a coffee table and an entertainment center. Our experience at this store was horrendous. Please do not shop here. We purchased/ordered our furniture from this store on June 3, 2019 and were told it would be delivered the first week of July. The timing wasn't perfect, as we were moving into our new home on June 18, but we decided we liked the furniture enough to go without it for a couple weeks. When reviewing the order with our sales person, we noticed my husband's phone number was listed with the incorrect area code, pointed it out to the sales person and asked him to correct it. (Note: My phone number was listed correctly and they also had our email address.) Fast forward to July 1 and we haven't heard a peep from them about our new furniture, so we called them to see when we could expect delivery. The person we spoke with informed us that a voice message was left for us on June 4 (the day after we purchase the furniture) stating that the delivery would be delayed to the week of July 15. Now, why wouldn't a company do more than simply leave one voice mail message for a customer that had spent thousands of dollars at their store ONE DAY BEFORE?? "Sorry, we left you a voice mail on June 4." What? Why not try the other number you have on file? Or send an email? One would think that a message like that would require a response of some sort from the customer before being moved to the "DONE" column. The week of July 15th, we still didn't have our furniture, so we called again. That time they said it wouldn't be until the following week (of July 22). I told them I didn't believe them and they had lied to use multiple times so far and inquired about their cancellation policy. At that point they finally started listening and the "Customer No Service" started calling me every day (AT DINNER TIME) to give me meaningless updates. Imagine being in the middle of feeding a hungry toddler and baby (queue children screaming in background), but wanting to answer the phone because you know it's them calling. You'd think she would at least ask "is evening time a good time to call you in the future?" or "What time of day would it be best to reach out with updates?" These people are clueless. Anyway, it turns out they don't allow cancellations!! I inquired about some sort of compensation for the inconvenience of going without furniture for a month and they offered some sort of discount for a future purchase. That's laughable! Why would we ever purchase furniture form these liars ever again? We finally got our furniture on July 25th a full 3.5 weeks after we were originally told. The furniture, so far is so-so. It's overstuffed to the point of being uncomfortable, so hopefully it will get more comfortable over time. (I will say, it does look good!) If we had known we wouldn't get it until July 25th, we never would have bought it in the first place!! This is an unethical company! All they do is lie and tell you half-truths to get your money, then prove they don't care about your future business by treating you like trash once you sign on the dotted line. Do yourself a favor and shop elsewhere. We also realized once it was delivered that we would prefer a one love seat and one couch instead of two full sized couches, so I called to inquire about an exchange and, surprise surprise, they don't allow that. In fact, they charge you a restocking fee if you return something!! Ha! Why would anyone return anything if they have to PAY for it and get absolutely nothing in return! I was talking about BUYING another couch from them and they wanted to charge me to restock... whatever. This entire experience has been awful and we will never buy anything from that store ever again. In fact, I will go so far as to deter anyone I know from purchasing any furniture from this chain ever again. read more

This would be my third major purchase at this store. Love the selection of items here. Associate Blake was great!

Noura was great and very patient with my three day procrastination of decision making. She made it easy to order in the store instead of my normal online purchases, even going as far having take pictures of what I see online for for to get in the store. She is exceptional at her job thank you. read more

My experience was very similar to the terrible situations regarding delivery time, poor communication and trying to get a refund.

I was shopping for new living room furniture and Khadija provided excellent customer service. She was so pleasant and professional. She'll be my go to associate in the future. read more

Jay (Sales) and Kim (Financing) at Ashley Furniture were great to work with. We were shopping for my elderly parents on a limited budget. Everyone was very friendly, not pushy. They took the time to show us different furniture options and helped us figure out the best pricing. Thank you! read more

Man; how do I give -5 stars? I know, there's a pandemic.. so waiting 4 months for furniture should be expected... baloney. Not only did half of what I ordered 4 months ago make it so far, but half of the order is missing and what came in is damaged or wrong. And now that I want a refund on the items that haven't even been delivered, I'm getting the run around. This store is awful, their business model is awful, the quality of their furniture is obviously awful.. Steer clear of these hacks! read more

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Bought a King size split bed from Ashley. First of all it took longer than it said it would to get it. That is not at all surprising. They delivered the bed without the headboard, rails or footboard. So got the mattresses and the bed itself. Mattress is Sealy posturepedic. Problem is it has a three to four inch gap between the two mattresses. Called and visited the store to tell them the problem. They seem to think this is normal. Keep giving us the runaround. Having us call Sealy and basically like I said the runaround. My family has bought furniture from Ashley for the past but this will never happen again. Ashley has made no attempt to make me happy. Avoid this place !!!! read more

I am not from the area and was looking to join the gym next door. I randomly went in the store to casually shop. I wish I had looked at reviews before even stepping into this place. It is absolutely disgusting how they treat their customers. I was hurried into ordering something that I was never informed was a final sale. There are no signs in the store stating this, the Ashley's website says something different, my receipt does not have "final sale" and I was not told this by the sales rep. So essentially my money was stolen. I do not need the items(never delievered) and I am told I cannot get refunded. When you call management they keep saying they will call you back and do not. I called this past Monday to ask for an email address and was transferred to several people. No on wanted to give me an email address for the manager named Chip. SHADY! read more

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Ashley Furniture ruined my sons second birthday. We've bought 3 couches, and 2 tables in the last 3 years from them and will never buy from them again after this experience. Went to Ashley's on hull street super excited. Found a great table that was within our budget, and perfect for our crazy toddlers. We wanted upholstered chairs for them because they stick their legs in the slots if not. We found one we loved and our sales rep Mohammad said it was in stock and we could get it on Saturday 08/20. He said the set came with the table, two chairs, and two upholstered chairs, but not the farmhouse bench. We ordered it and we're super exited to get it. We got a call it was coming Tuesday 08/16 instead of the 20th. I immediately went out and bought a Mikey mouse table cloth for my sons birthday, and couldn't wait to get it. They came and started setting it up and it ended up being the wrong table. I let the guys know as soon as I noticed, which was about 1/4 of the way set up. They apologized and took it apart and told me to contact our store. We contacted them and then we're informed that the table we bought had the wrong tag on it, and our sales rep ordered the wrong table due to the tag being wrong. We of course still wanted the original table we thought we were getting with the two upholstered chairs like the sales rep said we would get. The sales manager Kim refused to give us what we were promised even though it was Ashley Furnitures mistake that we received the wrong table. We double checked with the sales rep before we bought the table that we would get everything included, and he reassured we would and that we would have it in time for our sons 2nd birthday. Nope. Kim is running her business on terrible ethics. We now have no table thanks to Kim and my two year old will eat his birthday cake on the floor so thanks Mohmmad and Kim. Glad to know your employees and can LIE to your costumers and trick them into spending their money and then not deliver what you said you would. read more

Do NOT purchase furniture from this company. My bedroom set was delivered and each piece was DAMAGED. I purchased the protection plan which was supposed to take care of this, unfortunately that's not the case. I've been trying to get this resolved for three months. read more

I ordered a coffee table and two matching end tables for my living room from Ashley Homestore 10921 Hull Street Road Midlothian VA 23112 on or around February 26, 2022. I was told by the salesperson that they would be available in about a week. Every few weeks, they pushed the dates back even further. I visited the store in early July. Pretending to be interested in the set, I asked the salesman if I ordered it, how long before it would arrive. He said it would be here within a week. I then explained to him that I have had the set on order since February and asked why I couldn't get mine within the next week. He said he could move the shipment of the end tables up but could not move the coffee table. So how can he get a coffee table within a week for a new customer but not for me who has been waiting since February? The store manager then called and said she had "found" me a coffee table and it would be here July 18. I asked if I could have the end tables delivered to the store and wait for the coffee table and she said no. I explained that I was worried that I would get the two end tables and never get the coffee table. She said to take the end tables while I could get them and she was certain that the coffee table would be here on July 18. On July 19, I called to see when they were scheduled to be delivered and the agent said that I was still scheduled for August. I told her what the store manager said and she said there is another shipment coming in on July 25 and she could pull one of those for me. On July 26 I again called to see when they would be delivered and was again told my tables would not be here until August. I spoke with the store manager who was very rude this time. I offered to take one of the display tables and she said she could not do that and to not come back into the store because there was nothing she could do for me. read more

We had a short turn around time to furnish an apartment for my recent college graduate. Thank goodness we met Tim D. who patiently and skillfully walked us through the process. He showed great respect for my son's budget and taste and we could not be happier ! Thank you Tim. read more

Absolute worse sales mad DJ and customer service. I ordered a bed through this location and was assured it would %100 be delivered on a specific date. I purchased the bed 2 weeks before my specific deliver date to give them plenty of time. Well come the day before delivery is supposed to be and I was told to expect a call to set up delivery time, and I never hear from them. I try calling the store multiple times and I'm told they will call me back from multiple people and not one person called me back or will help me when I call them. My husband and I are relocating with the military and have no furniture. Now we have no where to sleep for who knows how long after spending $2,000 on a bed. SAVE YOUR MONEY AND YOUR TIME, GO ANYWHERE ELSE! read more

Tim D. was an absolute dream of a salesman. He has a very friendly approach as customers enter the store. He was very informative and patient as we shopped. He was knowledgeable about the pieces and all the options to fit my friend's space. He allows the customers space to shop with zero pressure and was available when you had questions. He made sure to present sales offers and promotions that will work for your budget again with no unwanted pressure. He made the whole process feel easy. His disposition for sure will make you forget you're in a furniture store. I only came to support my friends and in the process found a new piece for my home! I will absolutely return to purchase with Tim! Ashley Furniture has a gem with this guy! A+++ read more

I went into Ashley store on Hull St. looking for a recliner. Our salesperson Sergio sat with us discussing the recliner . He said he had a fantastic one on the other side so I asked to see it, He took us back to mattresses and had us lay on a mattress, all the while talking about how wonderful the mattress was. We got up and I asked to see the recliner he was talking about, he said the one we saw was all they had. It was a very uncomfortable situation, I had not mentioned mattresses at all, we had actually just bought a new one I guess it was just a ploy to sell a mattress. Needless to say I didn't buy a mattress or a recliner and did not appreciate the ploy from the salesman. read more

I have been dealing with this crappy company since June 2020. They can't figure out their inventory or delivery, I had multiple deliveries for the same order weeks apart. half the stuff they delivered was broken, I have been dealing with getting it delivered, fixed/ or replaced for about 6 months now... they do no call no shows for their tech appointments and the supervisors refuse to call you back after leaving multiple personal voicemails even when they say they will.... worst company and customer service I have ever experienced, and apparently I'm not the only one with these issues so clearly there is a bigger customer service issue here... I will NEVER GO BACK EVER and I make sure to let everyone else I know looking for furniture not to waste their time. read more

Would not buy from again. They are super helpful and fast while selling you furniture. Good luck getting ahold of them for anything after. We tried to call the store an hour after purchasing to add a piece to our order and could not get anyone to pick up. I went through corporate and they couldn't get them to answer on an internal line. I guess they don't need the money that bad. read more

These guys are conmen at best and thieves at worst. I would rather get mugged on the street rather than get swindled by these guys again- at least then I could go about my way rather than having to spend months being led on and lied to. As an alternative, I'd recommend just burning your money or just throwing it out your car window at speed- either way the outcome will be the same as dealing with this awful store and staff. My girlfriend and I went to look at a couch on September 29th where a salesmen, Malik, told us that we could have it delivered as early as October 30th. We came back the next day, September 30th, to make a purchase and the delivery date had moved to November 12th. No problem, we thought, as that would give us plenty of time to set-up our home for our thanksgiving guests. The week of November 12th, we call the store to confirm our schedule only to find that our furniture wouldn't be delivered until December 2nd and there was nothing they could do to have it delivered before then. This quite literally ruined our Thanksgiving as our guests had to totally change their plans as we no longer had anywhere for people to gather or sleep. Sonya, who was very kind on the phone, seemed to understand the issue and promised me that a manager would be in touch soon to get things sorted for me. "Great!", I thought. well, the manager never called. Despite my extreme frustration, I let that slide. The damage was done and figured we'd still have a couch by Christmas. Now we have come to find out that the furniture will not be delivered to the warehouse until December 17th, so again, our Christmas is now very much in danger of being ruined as well. For the past week they have refused to answer the phone except for 1 single time where the person on the phone said the manager would "be with guests for up to 3 hours". I said I would be fine with waiting- even if it took 3 hours. As a surprise to no one, they hung up on me after I waited on the line for about 5 minutes. I'm now going to chargeback from my credit card company because these thieves don't a dime of my money. All I've done up to this point is give them an interest free loan for the past couple months. Let me be clear, if you purchase anything from this store, expect for them to be nice to you in person to make the sale, but once they have your money they will treat you like complete dog shit. They will not return your calls. They will never get a manager on the phone for you. The manager will not contact you afterwards. Hell, you will be lucky if they even answer the phone. If you do purchase from them, make sure you purchase on a credit card with a solid charge back guarantee because that's going to be the only way you're getting any of your money back. I understand the difficulties with COVID. That's not lost on me, but we made this purchase in September. 6 months after the pandemic started- not in March when no one quite knew how this would effect shipping times. There has been PLENTY of time to understand the difficulties with shipping and distribution. Do not promise delivery timelines of a month when you supposedly are dealing with a "global crisis" and completely powerless to come even close to meeting your promised dates by OVER A MONTH. read more

DO NOT I repeat DO NOT purchase any furniture from this store. I've never written a review but felt compelled to share my experience to deter other consumers for falling into the same trap. PLEASE take the time to read the negative reviews because each and every comment speaks the truth. I came into this store to purchase a king bed and sectional for our new house on July 4. DJ, our sales Rep, assured me that our order would arrive between July 21-28. My husband and I sold our other living room set because it didn't fit the new space and thought, we can sit on lawn chairs for three weeks, what's the big deal? July 28 comes and goes and no one from the company calls to schedule a delivery. After being on hold for 30 minutes, I finally get someone from the ETA department on the phone only for her to share that our order date has been pushed to August 10. Is this an inconvenience? Yes. But with Covid, my husband and I expected a slight delay although it would have been nice if someone from Ashley called us about the delay rather than me reach out to them. This Thursday August 6, I called the ETA department again and after another 30 minute hold was told that my order has been pushed to the first week in September. My In-laws will be visiting us in two weeks time and I don't have a living room set to entertain them I expressed my displeasure with the situation and the ETA department representative was insincerely apologetic about the delay. Listen friends, I work part time at Pier1 so I completely understand the supply chain has been disrupted because of the virus but DO NOT promise me twice that my furniture will arrive by a particular date only to be let down. SO INSANELY DECEPTIVE! I have never promised a customer anything I can't guarantee 100 percent. THIS IS THE WORST: on August 6, I called the store (good luck ever getting anyone on the line) and left a voicemail about the situation asking someone return my call- no response. So, I decided to go to the store in person. When I spoke with the manager, Kamal, he said he would look into the situation and call me back the next day (Friday, August 7) It is now Sunday and I haven't hear from Kamal. I even left ANOTHER voicemail at the store yesterday. Do yourself a favor, shop elsewhere. This company and location have ZERO customer service. read more

Tim D was really helpful in process of choosing a new sofa and he was able to give us great info on the product as well. Looking forward to work with him again in the future . read more

Khadija is a wonderful, warm salesperson who really knows her merchandise! Great experience with her today at Ashley Furniture In Midlothia. read more

Looks pretty in pics but you delivers me crap quality and poor customer service today. Multiple defects including fraying wood, crooked and misalignment in bed and slats, missing pieces to slats, slat support doesn't even touch floor, there paint drip mark on head board, blemish on side raise, hardware showing, bowing slats, pick in headboard. I showed some to delivery guy and he got someone on phone who said technician could fit how ever I was not informed I could reject item. Some of these thing I do not believe can be appropriately fixed. I spoke to multiple customer care people. I was hung up on once after asking for a manager. I was told I'm stuck with this bed despite me telling them as soon as I saw it of at least two of the issues that were immediately noticeable. Later I noticed even more. They are not providing good customer service. I spent over 1500 on this and it's crappy quality and I cannot even get them to assist in helping truly resolve this matter. Now I have to wait two weeks for a technician to come out with no guarantee he can fix issues and honestly I'm not confident at this point it will be corrected appropriately or replaced if it can't be fixed. Rachel spoke to me like a was a dog and would not listen when I was discussing my frustrations. Aleisha was super nice but had to transfer to another person who didn't really help in the end aside form showing a tech. I do not want this crappy quality bed. I want one that is without defects and idk why that is such a problem considering the current condition as it was delivered. This is absolutely nuts. Also quality of their tables also sucks all the fake wood varnish on top rubs off over time. I know cause it happened to my moms table which she passed on to me. I spoke to at least five people trying to resolve this today. Now I have a bed frame that's not safe to sleep on because the condition of slats and I can't even put my mattress anywhere else. Luckily I have a guest room to sleep in the next 14 days. Im not hopeful read more

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Chris Musick is fantastic to work with and Ashley has some really beautiful furniture. The problem is the check out process- it takes entirely too long. It feels like you are at a car dealership. In an age of technology it should not take that long to complete a transaction. That being said none of that is the salespersons fault. I think the office technology needs to be updated in order to get folks in and out of the store quickly with less hassle. read more

I don't even know where to start... I hadn't purchased furniture from Ashley in about 6 years. Now I remember why I went everywhere BUT Ashley Furniture. Horrible customer service. One Ashley quoted us a sales price but then when we went to one close (same day - after shopping around at different furniture stores) to us they acted like we were lying and even called up to that store to see what we were talking about. When we told them we were paying with debit instead of getting their credit card they kept insisting on financing through them. They ask if we wanted to pay to have it "shipped" to the store ($99) or if we wanted it to be shipped to the "warehouse". We chose warehouse because we explained to them that it wasn't far from our house and located in Richmond. They said ok and set it for warehouse pickup. 3 weeks later we get a phone call from Ashley to pick up our table from their warehouse in FREDERICKSBURG...! 1 1/2 hours away from us. The only reason this review even has 2 stars is because the warehouse understood and made it right. It was shipped back to the Hull Street store. As far as the Hull Street store...yeah. Go to Rooms to Go! We received no phone call from the store that our table was there. My husband received a phone call from the warehouse letting us know it was at the Hull location. Hull location never once called us. When my husband showed up they couldn't find it for 20 minutes. Then one rep had the nerve to ask the cashier "why is he picking that up here!? He should have picked it up at the warehouse!" NEVER AGAIN!!!! read more

Don't be fooled by the fact that Ashley replies to bad reviews. I sent an email to their customer care as requested. They asked for additional information, which I provided on 12 July. When I didn't hear from them by the 18th I sent a follow up email. It's now the 30th and no response from Ashley. It's almost as if their response to my review was automated just to make others believe they actually care. read more

This review is about the store itself, not the 5 delays I had to deal with due to the pandemic. Ordered furniture on May 15, 2020. Received my last piece October 14, 2020. First delivery was October 1, 2020. It came in 2 deliveries, 2 weeks apart. The communication between any employee at the store and the customer is non existent unless you call multiple times hoping someone picks up and if someone does pick up they are probably from corporate customer service and not at the store itself, but if you happen get someone actually at the store, they will tell you there is a delay with the order and that they'll contact you with any updates. I was told two separate occasions that a manager would call me and I still have yet to hear from any manager at the store. I was never called or emailed to be notified about any delay. The first time, maybe even the second time I might have understood no call but not one called to notify me about anything. Minimal communication on the store side was done only after Calling daily and would The only time I was called was to return my call because corporate sent the store a message after about an hour of me trying to get through to the store. This location rarely picks up the phone and they never return phone calls or messages. read more

Do not but from Ashley Furniture Midlothian. They gave me a delivery date and then were 2 weeks late. They would have been later, but I called several times and eventually they got a different warehouse to deliver our new couches instead of the one they were waiting on. The delivery people show up, and after trying one time to get the largest couch into the house, they give up, say it won't fit and they try and take it back to the truck. I say excuse me leave that. I waited over a month. You are NOT taking it back. So, they threw it on my front lawn near the street. I called my husband almost in tears, and handed the phone to the delivery people. He told them to put it in the back yard behind the fenced gate. So they did. Then they wanted me to sign something saying there were no damages to the house. Well, they scratched the wall, dented the wall, and dented the gutter by the back gate. I refused to sign it, until they threatened to take the couches back again. Seriously? Fine, I signed their stupid paper. Then my husband and I had to struggle to get the couches in ourselves. Guess what? We were able to get it in first try without any trouble. We did not have to take the door frame off or anything weird or crazy. I stupidly got the financing to get a discount on the furniture. I told them several times I did NOT want the extended warranty on the couches. Then the sales person comes over and says he found a discount where he could get me the service plan included for free. I said fine if it's free. The service plan cost 299. They asked me to pay a deposit of $300, then had me sign the receipt for the couches for the total amount of the couches. Ok, so I thought when I got my first bill, it would be the total amount of the couches minus $300. WRONG!! I checked my receipt carefully, and on the back of the receipt where I never saw when I signed for the total a amount, they actually DID charge me for the service plan, and had me pay in store for it, so that's how it was "free." Bottom line, take your business elsewhere. Do not get scammed by their horrendous business practices. read more

Purchased a $2400+ living room sectional on 5/25. Sales Rep, DJ, lied about delivery date (told us he was putting down a date for end of June, but was willing to "bet money" it would be in before mid-June) and pushed us to wait for a nonessential piece so that they would not have to make two trips out for delivery. I spoke to a manager by the name of Sonja today (6/15) who said she will see what she can do to help, but I won't know anything more until Monday. Update: Manager Sonja never called on Monday like she assured me she would. I called back Tuesday (6/18) asking to speak to someone above her. At first she implied there was no one above her. After a few minutes back and forth she gave me a contact name and email address for someone else. The email address was fake/incorrect even though I repeated it several times to ensure I had it right. Poor customer service all around since purchase. I will be making a trip to the store. Update: I went into the store today (6/20) and asked to speak to a manager that was not Sonja. I was told Danny was helping a customer in the matress section, and I could wait for him. When Danny came over about three to five minutes later, he started working at his computer without acknowledging me waiting to speak to him. The woman I spoke to at the desk had to ask him to please speak with me. I explained all of my issues, and he told me he could have my furniture delivered by next Tuesday because it was actually already at the distribution center. I explained that no one ever notified me of this. Danny explained that "the best" he could do was schedule my delivery for Saturday and put a $100 discount on my purchase. He made it sound like he was doing me a great favor scheduling it for Saturday because "It normally costs $199.99," something that DJ never made us aware of. The original delivery fee was for $139.99, so there's no substantial difference. In addition to this, his computer conveniently had troubles processing the $100 discount, so he said he would apply it and email me an updated bill. I asked for the store manager's contact info, and I was told Chip would be in store Friday (6/21), and that I could come speak with him or call the store. I recieved the update several hours later and see that he forged my initials and signature on the document. The document has several different "agreements" that I never had in my original paperwork. Now the store manager, Chip, is saying he will not be available to meet with me tomorrow like Danny told me. I explained that his employee signed my name and I would like to speak to him in person, or he can give me the contact information to someone willing to help me. read more

Hands down the worst retail experience I have ever had. My mistake for not looking at the other customer reviews from this store before attempting to buy a living room set. I was told by the sales rep that the living room set we wanted was in stock and would be delivered in two weeks. That was a huge deal for us, we passed up other furniture we liked at other stores because the ship time was 8-10 weeks and we currently don't have any living room furniture. Had the sales person been more truthful about how awful their shipping and receiving system is, I would have never purchased the furniture. Ignorance is not bliss. Upon calling the local store to check status regularly, I was told three different delivery dates that kept getting pushed out. Finally, I was told two of the five pieces we ordered were delayed until the end of August or possibly September (2 months after the delivery date I was told). After threatening to cancel the order, the customer service rep said 'let me see what I can do'. She said she spoke with whoever was over the warehouse and said they could schedule a partial delivery (3 of 5 pieces) they had in stock that same week and that the two remaining pieces would be delivered no later than mid-August. She placed me on a brief hold and said everything was updated for a partial delivery, confirmed my phone and physical address and said to be expecting a phone call with a three hour delivery window. I arranged to stay home all day and the phone call never came...the delivery truck never came. By about 3pm I decided to call the store again and ask for an update. I spoke to the same customer service rep who was shocked that the pieces hadn't been delivered yet. As she checked on her computer she said 'I don't know what happened, I secured all these pieces for you two days ago, I spoke with that department. Now it is saying that everything is back ordered indefinitely.' I am beyond angry at this point and ask for the order to be canceled because I was lied to about the delivery date multiple times. I just want my money back so I can go find different furniture. This nightmare continues to unfold as I have noticed in other customer review, and from another gentleman at the physical customer service counter dealing with the same issue, it is pretty common to be told something that isn't true. The customer service rep may say, 'I'm so sorry, I will send this over to our refund department' but it really means, GOOD LUCK GETTING YOUR MONEY BACK ON GOODS YOU NEVER RECEIVED. I wrongly assumed that all Ashley retail stores are created equal or at least monitored more closely by corporate policies. It seems that each individual retail store can set their own shipping, return and refund policies. I mentioned my concerns to the customer service rep that other customers were having issues getting refunds on items that didn't ship, and that I am having a really hard time trusting that they will keep their word and refund me considering the poor track record of lies I had already been dealt. I told the rep if I didn't hear from the refund department the next day as promised, that I would be filing a claim with my bank. The rep suggested that I don't wait and 'do what I need to do on my end.' Are you kidding me!?!? Their own employee clearly doesn't have enough faith that I will get refunded on goods not received that she recommended I proceed with filing a claim with my bank against them. This is insane. As of today, we still have 4K tied up in bank disputes and no furniture. I never did hear from the refund department. Thanks for the massive headache Ashley on Hull street. I will never buy from any of your retail stores again and hope that other potential consumers are wiser than me and take heed of poor reviews before making a purchase from Ashley. I just want my money back so I can move on. Will update this review as it unfolds. read more

Make sure you keep your receipts forever or they will tell you a year later they have no record you paid and tell you that you owe them another $5k. Absolutely ridiculous. Not one call,email or letter from anyone until a collections letter 13 months later and now it's on me to do their jobs to show I paid. read more

I have had the ABSOLUTE worst experience with Ashley Furniture. DO NOT BUY FROM HERE OR ANY ASHLEY FURNITURE FOR THAT FACT!!!! You have been warned. The local HomeStore refuses to help me. They refuse to address the issue of your furniture breaking only a month after receiving it. Your furniture is suppose to be quality. Based upon my experience and thousands of others, poor quality, breaking furniture, not honoring warranties, seems to be the norm. This experience doesn't make this easy for us to want to continue business with Ashley or buy anything Ashley ever! You leave a sour taste in my mouth, which drives us away. I mean really, in about a month your furniture breaks, and no one wants to do anything. Customer service doesn't respond either. It's like no one cares and hopes I will just give up. Something wasn't right, from the beginning, but I couldn't figure out what was wrong. Within 30 days, it broke down. What a shock. Many months of trying to contact customer service and the store and here is what happens: -You ignore phone calls, emails, websites, etc. -Customer Service just passes me around from one department to another, in a vicious cycle to nothing. -Your HomeStores, Customer Service and knowone wants to help. So, knowone wanted to repair, no one wanted to replace and honor the warranty, so I'm Done! No more! I want a Full Refund! No more games. I'm not going away...so you can try, but I will be here all the way through to the end. We write and call over and over, for months, to no avail. You make Billions on broken promises, poor quality and avoidance. How horrible. You force us to seek out help, resources who will assist, guide and help us fight for our consumer rights and protection. I am now getting FB Group: Ashley Furniture Complaints/Issues Advocacy and Resources for help. This group is amazing and is going through the same if not worst issues. Fingers crossed and prayers are going up. read more

Very Poor Customer service. No one ever answers the phone. They scheduled a delivery and Never showed up.....No email? No phone call! I called them 6 times @ 3 different Phone numbers!!? left messages & no answers & no call backs. Today I called was on hold for 50 mins. They advised they can't deliver till Saturday! LOL read more

The delivery fee is ridiculous $139! Which ok they put your furniture where you want it and if it needs putting together (dining room table and chairs) they do that as well. But we ordered the dining room table with some chairs and the chairs were not in stock and would be deliver later (1 month) and they charged an additional $89 for the chairs to be delivered the house or $25 to the store but we have to pick them up and put them together, I find both of these options a rip off as I'm ordering all the pieces at once. It is not my issue the chairs are out of stock. The sales man (Kenneth) was extremely helpful and pleasant. So ask for him if you shop here. Ok 1 month later I am dropping this to 1 star because of two reasons... 1) now the table is on back order and won't be in until July! And 2) the manager or something like that messaged me after my first initial review and asked for my contact information so we can discuss my issues. I provided her with that information and now 1 month later still no word from her at all!! It's like once they get their money they don't care what happens. I would suggest shop anywhere else!! Avoid! Avoid! Avoid. read more

$2,100.00 furniture framed out of plywood! Below is a letter sent to Ashely Home Furniture Store - never heard back from them and the bad part has yet to be replaced. I spent a total of $2,500.00 - which included the 5 year warranty. They do not seem to care. I strongly suggest to stay away from their products. To whom it may concern: I've purchased the two models described on the Product Name. Upon arrival of the furniture, I immediately noticed the frame and how it's built with plywood. Raised my concern to the agent who calls and advised him to provide me time to investigate before the delivery folks left. I did not sign the delivery order and the delivery folks advised me - their schedule was tight and simply left without any further notice. I then looked under the sofa and love seat for damages and the noticed were the joints had some hammering and chipped edges. Called the store and asked to speak to my sales person Aaron Johnson - explained him my concerns and advised I was not satisfied with the furniture. Aaron bluntly said: you need to call Customer Care at 540-834-0740 I can't help you. Called Customer Care and spoke to Rachel Streib email: rstreib@ashleynva.com sent her a few images of my findings. Rachel advised, she would research why I wasn't offered the opportunity to return the furniture and why the delivery folks just left without my signature. I have not heard back from Rachel to today's date. The technician came over today 09/29/2018 noticed an issue with the head rest motor, how the sofa and loveseat do not lock well and move very much. Also the damages previously shared to Rachel and will write a report. I'm not satisfied with this purchase and I'm kindly asking for a refund due to the unprofessional manner this process has gone. I fully understand Ashley's store policy that once signed there are no refunds but please understand this has been an awful process and I don't want this furniture. Thank you and look forward to a resolution to this matter. As seen below - I've responded to Jessica on 7/19/2019 I have yet to hear back from her. read more

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Please do not purchase furniture from this store. Between me and my mother we have spent over $10,000 in this store in the last year because we moved into a new home. Almost every delivery contained broken furniture that had to be returned after waiting months for the delivery. They will tell you to call customer care, however you will only get the run around. The furniture is not quality furniture and the customer service is poor. The sales people are very nice but it stops there and you should too!! read more

Terrible experience. Do yourself a favor, shop online you will get a much better price! Ashley furniture stores are franchised and can charge what ever they want. I could have gotten the same items for $650 cheaper online, even with their false claims of "60% off". They said they would price match but it took 8 phone calls, 5 messages and several days just to get any response from the salesman/manager- Danny. I ended up getting about $200 back. What a joke this place is. Sonia was pleasant and helpful I give her props for her customer service skills. Either way, this will be the last time I shop at Ashley. Put that up on your review wall! read more

Yet again like an foolish I ordered more furniture from them took off of work for the delivery and like normal it's broken when they delivered it. Ashley furniture sucks. I will make sure I'll put bad reviews on anything with the Ashley furniture on it. They don't deserve not even 1 star read more