JUST A HELPFUL TIDBIT FOR ANYONE WANTING TO SHOP AT ASHLEY FURNITURE STORE....DONT DO IT! Here's our story! Alright! Where do I begin! I am one ANGRY customer with Ashley Furniture!! On January 16th 2018 my husband and I had a bedroom set which consisted of a bed, a dresser, and 2 night stands and we also had a kitchen table delivered. The kitchen table was delivered and set up perfectly! The bedroom set is A WHOLE OTHER ISSUE! first off they put my bed together and created their OWN HOLE because the screw didn't line up right... like um no. Then the bed has two drawers at the foot of the bed and came in broken and warped. The man who put it together told US THIS! Then he gets on the phone with customer care and proceeds to tell them that WE FEEL ITS BROKEN!! Then once the bed is all put together it's VERY VERY wobbly and the mattress was about 4 inches away from the foot of the bed... and the men who put it together agreed it is indeed way to wobbly and the rails must be sized wrong. We then get on the phone with the store we purchased from and she went to look at the bed and said it was not as wobbly as the one in the video at all! So we get on the phone with customer care and send them pictures and videos of the bed (it looks like the put California king rails on for a kind bed) therefore they set up for another delivery for the new rails and a new drawer for the foot of the bed... MY NEW DRAWERS COME IN BROKEN AGAIN!!! they then put on the new rails which still make my mattress to small for the bed (and I know something is off because we bought the display mattress which fit PERFECTLY at the store! We then call customer care AGAIN because the new techs that delivered the new rails and drawers agree this bed is not right and should not be like this! So we then had to request a technician to come out and look at it and THEY AGREE AS WELL ITS NOT RIGHT!! so we then CALL CUSTOMER CARE YET AGAIN and at this point we have already been in contact with theirs pleasant manager Stephanie Williams who told us normal people wouldn't move their bed like that (we were barely nudging it)! Stephanie finally decides she'll talk with her manager about letting us reselect another bed so I called her 3 days in a row and she so conveniently was unavailable to talk with me all three days so on day 4 I demand to speak with with her I didn't care how long I had to wait so the nice lady named Rose went and spoke with her (she refused to talk to me) and told Rose that her boss Timia Castro said I could select a NEW BED nothing else... WHO WANTS A BED THAT DOESNT MATCH THE REST OF THE BEDROOM SET?!?!?! Not to mention my mattress came with a hole in the bottom that WAS NOT there in the store! And now my dresser which is less than two months old is falling apart!! AND they broke my lamp and have yet to replace it!!! JUST WANTING TO WARN EVERYONE ABOUT THIS AWFUL AWFUL AWFUL COMPANY AND AWFUL SERVICE!!!! I will never ever be back!! I pray none of you waste your money here!!! Ashley HomeStoree #immad #dontdoit #YOUWILLREGRETIT Please share so it can hopefully get to someone it belongs too and hopefully help someone else in the future!! read more

On July 29th I purchased a rug from Ashley and paid with my debit card. I started to get worried because they were supposed to call me within 24 hours to schedule delivery and no one called. I found a rug I liked more at another store and it was cheaper. On July 31st I went in and requested a refund. They said the could not process it right then because no one in the store had the capability and no supervisors were around. They stated that they would send to corporate and someone would contact me the following Monday. My debit card had to be replaced the following day because it was getting ready to expire and the new cards were never received. I called Ashley because I never heard from them and they stated that it had not been processed but they were expediting it. I told them about the debit card and they said they would have to issue me a check instead, it would take about 7 days. Since then I go into the store about once a week (no one can help, I guess they have no management cause there is never anyone on duty, I call daily (no answer on the sales or customer service line, I leave messages). I respond daily on their Facebook messenger and page and keep getting empty promises of calls. read more

This place is awful. No follow through and no customer service. They only delivered two of the 8 pieces we had ordered 3 months prior and then the store manager blamed it on us. He said the sales person wrote it up wrong and we should have double checked. All he would do is apologize. Also, sent a personal email to the VP of sales and never heard a word back Save your money and sanity and don't even step foot in here. read more

ABJECT UNPROFESSIONAL AND INCOMPETENT FAILURES! 5 weeks ago a delivery man had to remove a glass globe cover from a light in a staircase. Well the young man accidentally (I'd like to think anyway), places the cover on the truck and drove away. Pretty sure it didn't just disappear. The very next day I called to report this. Their call takers are friendly and seem to want to help and of course say all the right things. The "managers" I was referred to GUARANTEED they'd get to the bottom of my issue. GUARANTEED they'd call me back the next day, or whatever day of the week. 5 weeks later and not one of them have returned the call they promised they'd give me. I keep calling AND WAIT ON HOLD FOR A HALF HOUR AT TIMES, and I keep getting excuses and apologies! These are useless to me. And the funny thing is, we're talking about a $40 light. And I wasn't even planning on having them replace it. I'd just like to know if I can get the old one back. If not, which 5 weeks later I'd say it ain't happening, I'll replace it myself, which is wrong but whatever. Lastly, I'm still waiting for furniture purchased two months ago. They say that's Covids fault. TWO MONTHS?!? You think you coulda told me that when I bought rather than say "3 weeks for delivery?" THIS is customer service in the year 2020! NO ONE CARES, and Ashley is right up there! They could care less after they make a sale of their cheap substandard furniture! Go somewhere else! Ashley doesn't deserve your business. read more

My wife and I ordered bedroom furniture on July 5. We were told that we would have it delivered by 18 August. The furniture was not delivered until August 29. The bad part is we found the exact same bedroom set at big lots over $500 less expensive. I contacted the store and they said their price match policy is only if furniture has not been delivered. The store never even attempted to make things right. I should've looked at big lots first. I would've saved more money and had less aggravation. Can't believe I found the exact same furniture down the street at a discount store. read more

DO NOT BUY ANYTHING FROM THIS PLACE. I'm really disappointed, it's been more than two months since I went and bought a sofa and still haven't get it. To be honest it was my mistake because I always check the reviews on everything I buy well not this time. I just went to the store, pay for the sofa and they said the deliver would be in two weeks. Again it was my mistake because I could have order it from home from any other place. I went and they were polite, nice and everything. But it's been two months and every time I call they say it will be in two weeks. I understand that COVID have made everything harder but two months? And they won't give me the money back. This review will not change anything but I hope to help those who are looking for any kind of furniture to go to any other place because this place it's bad. You call them and they act like if they don't care and I understand that part but at least do something! I'm really disappointed and again don't buy even a lamp from this place because they are swindlers. read more

My husband and I went to Ashley Furniture store on Hull Street Rd in Midlothian, Va. The associates we amazing, polite, engaging, and very informative. We purchased a 3 piece livingroom suit for a lil over $2800. Upon delivering everything appeared fine. Then came time to sit in the suit. First, the sofa wouldn't recline properly. Called customer care was told a tech would be out in a week or so. Tried calling customer care several other times requesting to turn the furniture and make a new selection. Tech came out said frame was bent probably because it was dropped prior to delivery and parts would take to long to get because they were coming from the manufacturer overseas. He recommended a re-selection. Which I had aUOlready been lead to believe was a possibility by 5 other customer care representatives on other occasions. Well today they said my reselection was denied because of the coronavirus. I said ok, you can approve it and after the threat is passed I can do the re-selection. She flat out refused because they didn't want potentially contaminated furniture mingled with new furniture. BUT they did offer to send a potentially infected technician to my potentially contaminated house for a 2nd visit to try to repair the potentially contaminated damaged furniture. I asked what was the difference between switching out the damaged furniture and sending some to my house during the coronavirus pandemic. She said that I could refuse repair like they refused re-selection but either way it was going to be their way or no way. I even told her we had already visited the store after I was told a re-selection was likely and picked a new suit for $4058. Didn't matter to her a re-selection was NEVER going to be an option regardless of the condition of the furniture I could agree to the repair or leave it broken. I am very upset and dissatisfied with customer care. They never call you back or follow through with what they say. DO NOT EVER BUY FURNITURE FROM ASHLEY FURNITURE. THEY DO NOT STAND BEHIND THE PRODUCT OR EXCHANGE FOR BRAND NEW UNDAMAGED FURNITURE... read more

We ordered furniture on July 5th. Two pieces. I understand things taking longer because of the pandemic. We were told both pieces would be in on August 20th. We heard nothing so tried calling on Aug. 22nd. No answer for hours. Went to the store and they said that piece #1 came in but was damaged and had to send back and won't be in until September 28th. Piece #2 was backordered to Sept 9th. No communication. So September 9th rolls around and nothing. We call several times no answer. We go into the store and they say piece #2 was damaged and sent back no word on a date for that. Now we sold all of our living room furniture the week before August 20th in anticipation of having new furniture. So IF the piece that comes in on the 28th isn't "damaged" we are looking at two months with no furniture. They don't answer their phone in store and don't call and update their customers. The WORST customer service ever. I'm going to cancel my order and go somewhere else!!! read more

This location has given me the worst experience I've ever had buying furniture. We ordered our furniture before Memorial day. We were promised 2 week delivery. It's now 2 MONTHS later and still have not received our furniture. We were called to schedule delivery a month after ordering and were told we would need a box spring, when we got there we asked for a set that wouldn't need one. This then delayed us more because we were waiting for 2 weeks to get a call back to confirm if that was the case or not. It does need a box spring. They were still waiting on a nightstand and would call back to schedule delivery in about a week once they received it in the warehouse. Went in there this past weekend and now they don't have the head board, foot board, bed rails, or EITHER nightstand. How is it possible to have it all but a nightstand, now have none of it? They also have complimentary platform for the bed but that was never mentioned until 2 months later. We also bought a mattress and we weren't told it was stained and didn't notice till we put in the car. We told the salesman we worked with before we left and he didn't even care. Absolutely unacceptable and i'll never be ordering from Ashley again. read more

Absolutely trash service from manager. They do not care about their customers or the issues they make. They delivered my furniture but on top of the wrong color bed set I got, they gave me the wrong sized railings and will not even put effort to replace them with the existing right ones they have in their warehouse. My little brothers been sleeping on a mattress on the floor for months now because of their lies, laziness, and lack of respect. I've come personally to the store 5 times to resolve this and several other problems too and met with the unqualified manager Danny who does nothing but give you false promises and ignores your calls and texts. Never EVER shopping here for furniture again. If you just want to get lied to and lead on, Ashley at Midlothian is the perfect spot. read more

I paid $3k for a couch that was delivered with the stuffing coming out of it. 3 weeks later the recliner breaks and the loveseat opens crooked. I will never buy from there again. If you look on their website, they have over 3000 complaints showing on their website. Stay away and go to The Dump instead. Way better quality and customer service. We've had this broken couch for a month now and they we are still fighting with them, we even bought the protection plan, which is even more of a rip off. I don't know how they are even in business. I and 3000 other people have warned you!! read more

All's well with these people until it isn't.We bought a new living room set which included a recliner chair.6 months in there was a problem with the chair. no problem,since we had paid extra for a protection plan. We called,they sent the repair guy and he did not fix it.He needed to order parts.Long story short,weeks passed and not only had we not heard a word from Ashley Furniture we found it impossible to get them on the phone. I got a nice person named Amanda at the corporate number in Northern Virginia who seems interested in doing the right thing. Why were the people at Hull Street so uncommunicative?No one likes to be ignored,especially a paying customer.How hard is it to pick up the phone and let someone know what's going on?Sounds like after reading these reviews they need to let go of the incompetent people they have and get new employees that actually care about customer service.After reading these reviews it's amazing this store is still in business! read more

Nice looking furniture but not so good quality. $1800 king size bed, after 2 months 2 of 3 center supports are bent and cracked and a piece of wood on one side box springs is broken. Not real happy with Ashley. read more

If you have any sense at all, do not shop at this store. This has got to be the WORST customer service I have ever encountered in my entire life. First we buy a table about a month before we move into our brand new house and it was supposed to be delivered the day we move in. Well the day before delivery we get a call saying it "didn't meet QC standards" and that it would be delivered the following week. Well a week goes by and we still didn't have our table. Finally I call and they say it will be delivered on a Wednesday. They call back again and push it to Thursday. This is two and a half weeks that I am eating on my couch. When they finally deliver it, there is dried up glue on the table and a problem with the leaf. We are told that a technician would come out this week to fix it. Originally the tech was supposed to be here on Thursday. We get a call on Tuesday confirming our appointment for Wednesday (which is wrong but we went with it)... then today they don't show up and say our appointment was for Thursday.... whoever is running the delivery department has no idea what is going on EVER and the manager only cared enough to give us a $50 store credit! WHAT!!? You can't even buy anything for $50 in the store! I am so extremely dissatisfied with this company it's a shame they are still in business. So please do yourselves a favor and never buy a single thing from them! read more

I would also like to mention that Amanda provided great service as well, she previously assisted me and was sincere in regards to providing exceptional customer service :-) read more

This experience has been the biggest headache. I will NEVER again shop here and will be sure I NEVER recommend anyone shop here. We stupidly bought on Black Friday under the gimmick of "once they're gone, they're gone" which the salesmen told us time and time again emphasizing that once the warehouse was out of stock you couldn't get the sale. We needed a sectional since we just purchased a house so we went ahead and bought the one we liked even though it seemed slightly overpriced. We were told at time of purchase we could probably have this ready by 11/27 but the saleman said to be sure I want to do the guaranteed date of delivery as 12/4. That date has come and past. We received no phone call with any status updates. I had to call to be sure it was still coming; when I called they said "no, but we'll call you and it will be this week" (week of 12/4 - 12/8). I'm the purchaser and added my fiancé's number as a just in case you can't reach me for any reason, but someone called him last week and finally said oh it got moved from 12/8 (we were never told of this date) to 12/12. Needless to say today is 12/12 (I had to take off work to be home) so when I hadn't heard about a window for the delivery time I called. I was told there were absolutely no deliveries for today because no deliveries on Tuesdays because the warehouse is closed (naturally I should know that as a customer). No one has worked with us in rectifying the situation. We're suppose to get a call Friday, hopefully this actually happens since we're hosting a holiday party. Hopefully our guest won't be left standing. Wish I could give zero or negative stars. Update: Brenda was able to forward our concerns and we have now been given a new delivery date for this weekend. The customer service rep (I believe Alesha ?) was very helpful and explained what was now going on. Hoping we receive our call tomorrow for ETA of delivery and will update post. Update: we have finally received the sofa! We still love the furniture the process was just very difficult. However the rep I spoke to Thursday and Brenda worked to make everything better and were able to get the sofa delivered Saturday 12/16. read more

I bought my furniture on 8/3/2019. My furniture was supposed to be delivered on 8/14. My furniture never arrived. They said "I didn't have an appointment". So that's unprofessional and bad customer service right there and on top of that I took off work. Then 8/21 the furniture was delivered. My fiancé took off this day for the delivery. The furniture was damaged and defective. My dining room set was wobbly and chipped. Bad quality. The sofa was poor quality as well, the pillows had strings and stuffing coming out of them, completely tangled up in the zippers. The bed frame was broken, cheap quality and smelt HORRIBLE. I called and complained, I didn't even get an "I'm sorry". So then 9/21 comes around and we were supposed to get OUR NEW furniture but guess what! They didn't show... AGAIN. Called to complain... but did Ashley Furniture care? Nope. So now today 9/28... the furniture was finally supposed to be delivered, again. They arrived and didn't even have all of my furniture. They were missing a piece to my sectional. The dining room set was still wobbly and I didn't even have my bed frame. I had to call customer care to speak to someone for them to tell me that the bed frame wasn't even in stock, which is why I didn't receive it. BUT THEY didn't even call to inform me of that? Shocker. The men delivering the furniture didn't wear anything to cover their shoes when entering my home or when walking on my carpet in the bedroom. DO NOT, and I repeat DO NOT buy your furniture from Ashley Furniture. All I wanted to do was to return it after the first issue we had when they didn't deliver it and they told us we could but the person who told us that lied, they don't accept returns! It's against their policy! So we have been screwed from the start of all of this. So now I don't have a bed frame so our mattress is on the floor and the issues are still unresolved. Oh, not to mention they put a hole in our wall of our brand new home we just built! And left all the trash from the packaging of the furniture in our front yard! I literally could write a book. Just don't buy from them, ever! read more

I purchased a love seat, couch, chair, ottoman, coffee table and end tables in 2011. I also purchased the 5 year warranty because I was told it covered anything that happened to the furniture in that 5 years with the exception of pet issues. In 2015 I submitted claims to the warranty company of the couch, love seat and chair as all of the fabric on the cushions was failing along the seams and the trim along the bottom of the love seat was coming out, and exposed the staples used to hold it on. They denied my claim saying it was from normal wear and tear and they wouldn't cover that. Then they said they would replace the cushions. And when they realized my furniture was discontinued they told me they wouldn't help me at all. So now I'm stuck with crappy furniture until I can replace it from another company. If you purchase from Ashley, don't bother buying the warranty. It'll do you no good! Edit- I purchased the warranty from Ashley furniture when the sales person (also the manager) told me everything was covered, except damage from pets. Even though the warranty company is different than Ashley furniture, what the sales person said is completely incorrect and misleading. read more

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Do yourself a favor and don't ever shop in Ashley Furniture on Hull Street, Midlothian! I do not know if all Ashley Furniture stores are as incompetent but I will never risk finding out. I concur with all the 1 star reviews (and that is 1 star too many). Their main customer service department is not much better. I have been trying without success to get my money refunded for an item that was ordered in May of 2021, almost a year ago, which was never delivered. Every representative that I have spoken to about this is well trained in telling a customer what they want to hear (lying) but not bothering to follow through. I laugh when they say they will return my phone call, it never happens, store manager, customer service reps, it makes no difference they are all totally hopeless. I have made so many phone calls for months on end with no success. The Hull St store has had two different managers during the time I have been dealing with them, one is as inept as the other. They fail to return telephone messages and display a couldn't care less attitude in person. read more

If I could give it 0, I would. We purchased over $5k in furniture and waited over 8 weeks to get it including a mattress for my son! One of the items was still in backorder and still hasn't come in. I found it on Amazon and it was $50 cheaper and arrived in We called the store several times and no one ever answers and no one returns the voicemails either. We had to go to the store in person 4 times and finally talked to the manager to request a refund for the back ordered item. He couldn't approve the refund and said it had to be reviewed by corporate. They followed up once and told me they still didn't have a response. Every week I emailed the store manager to get an update on my refund. It took 4 more weeks to get a refund for the back ordered item. I feel like I was scammed and they held onto my money for weeks without interest like it's a money laundering scam. Never again will I step foot into an Ashley's and I hope you see this review before you decide to go there. Order online at Amazon or Wayfair. It's easier and cheaper! Update... I would like to know how the customer service response below would be of any help considering I called customer service over 4 times and was told this is a store matter that I would need to handle with the manager. What is it exactly that you are expecting to do at this point to make the situation better when you couldn't help before? read more

This review covers several days in one week. On Wednesday I came in looking for a sofa and possibly some other items. I was promptly greeted and assigned to the amazing Q. Q has an infectious personality. She is friendly, energetic, and professional. She took the time to listen to what I was looking for and my budget. She showed me several great options and never tried to hard sell me anything. I told her that I would come back on either Saturday or Sunday with my husband to finalize our purchase. Friday I decided to come back in on my own just to do some additional looking around. Once again I was promptly greeted. I stated that I was just looking around and that I would be meeting with Q over the weekend. The associates really respect one another, because no no one approached me and attempted to take her sale. One of the store managers did come by to say hi to me and make sure I had been properly greeted. I know I wondered around the store for over an hour. On Saturday my husband and I came in to finalize our choices. Q went above and beyond to ensure we liked what I had pulled together. She pulled the pieces that we wanted and set them up as they would be in our home. This gave my husband and I a very good idea how everything would look in our living room. Once we had made our final decisions, Q ensured that we received the best prices possible. She escorted us to the front desk and waited with us as our paperwork was finalized. I could not have asked for a better sales experience. On Sunday I return to pick-up a piece of wall art we had purchased. We had tried to take it home on Saturday, but it would not fit into my vehicle. Saturday evening I had spoken to Q, and she had offered to put it into her vehicle and delivery it to my home since I lived so close to the store. We tried to get the artwork into her vehicle, but it wouldn't fit. Another associate, Nathan, who had accompanied us outside, offered to deliver the item in his jeep. Fortunately his jeep was big enough and my artwork was delivered to my home. I cannot speak high enough of the excellent customer service that I received. Thank you Q for an amazing sales experience! read more

We came to ashley furniture on Memorial Day. They had 50%off mattress sale event and we purchased a Sealy opticool king mattress for $1,800 (original price they marked it was $3,600). After that we went home and find out that mattress real original price is only $1,700. We came back and tried to return it but couldnt because they said no return on sale event!! ASHLEY CHEATING PEOPLE, THEY DOUBLE ITEMS' PRICE UP THEN MAKE A FAKE 50%off EVENT! Please stay away from that furniture business!!!!!! read more

Many thanks to Sonja at Ashley's Furniture for taking the time to help me track down a 5 year old receipt!!! She was so helpful and I really appreciate her taking the time with me. I love salespeople that stand behind the people that purchase from them. GREAT JOB SONJA. THANKS AGAIN. read more

Can not refer this place , my order that was due on the 5 th of December did not show after inquiring , we found out that we going to have our sofa and coffee table on the 9 th !! We both are working so we paid a friend to sit and wait for the furniture . Delivery should have been between 2 and 5 pm ! At 2.15 I get a call from the truck driver that we don't live were he is delivering to! well they delivered to our billing address a Post office box , he was telling me that he won't bring it to my house but he agreed to bring to my business which is across the street from the PO box . Long story short we had to figure out how to get it home !! Ashley furniture apologize and said that we are going to get a gift certificate for the delivery charge to use in the store !! Well it is now February and till this day nothing ever happened!! read more

Stopped in to redeem check-in offer published on Yelp for free memory foam pillow. Nobody in the store had a clue about it and they had no such pillows available. If you are going to put offers like this on social media, you need to be able to support them. Bad business. Egg on the faces of Ashley Furniture and Yelp. read more

I only wish I read the many negative reviews on Yelp prior to investing my time, efforts and most importantly my money into Ashley Homestore in Midlothian VA. The sales representative appeared very nice (I believe his name was Timothy Green) he seemed knowledgeable, attentive and provided lots of suggestions for what we wanted. He was aware that we were shopping for an elderly parent who had recently suffered the loss of his wife and was establishing a bit of independence by making his choice of furniture after 50+ years of someone else choosing. Dad was actually excited about the purchase and looking forward to the delivery, but after several weeks of failed promises of delivery, this has actually become a bit of a nightmare. How many times can a delivery date change? Particularly when we were informed that Ashley's will not remove the previous furniture and other arrangements would need to be made. So that's what was done with the promise of the first delivery date. We donated the furniture to an organization and now the living room is without a couch and loveseat. The inconvenience and frustration has been mounting and there seems to be no end in sight. Even a refund has been difficult to obtain. Perhaps a call to the BBB will be next. read more

BE WARNED!!!!!!!!!!!!!!!!! Don't waste your time with Ashley Furniture. 08/03/2018 UPDATE: Placed order May 18, 2018. Delivery Promised June 18, 2018. Partial Delivery first week in July. Complete order finally delivered today. NOT a typo. Sent a letter to Todd Wanek, CEO of Ashley Furniture and went to the store again.....accepted a display server.....all of the furniture arrive AUGUST 3, 2018. 2 1/2 months after placing the order!!!!!!!! Original post: IF there were ZERO stars that would be what Ashley would get. Ordered over $5000 in Furniture May 18, 2018. Was told delivery would about June 8th. At 3 weeks (mid June) I went to the store. They said they have about 1/2 of the order ready so we scheduled delivery. I was told the rest would be delivered in 2 more weeks. NOT!!! For 6 weeks I have had 8 chairs and NO TABLE!!!!!!!! Wife called last week and was told the table would be delivered July 26 and is would be mid August before we would get the server. Today is July 29th...NO table and NO call. So If the server shows up in August that would be 3 MONTHS instead of 3 weeks. I have never had such a run around in my life. The all quote the same answer about how I ordered a very popular item the is "out of stock across the board". Have heard those same words from 6 different people. Do not expect a timely delivery and there are no refunds!!!!! read more

Worst customer service ever unless you are walking in the door to buy. I was told furniture would be delivered 2 weeks ago; that did not happen nor did I hear from anyone. I called and the rep said a message was left for me that they will deliver on the 25th. There was no message on my voice mail. They also have my email and no email was sent to me. Today is the 26th - nothing. I called a few minutes ago to cancel my order and was told it was a contractual agreement and could not. Really? How about the agreement to deliver when you said? And now I have been transferred to the store I bought from. It has rang at least 50 times. I am hanging up. Oh, don't need to hang up as I was disconnected just now. I am not happy." read more

On Wednesday, July 14, 2017, I proceeded to shop directly from an Ashley Home Furniture store. When I initially entered the store located at 10921 Hull Street Road, Midlothian, Virginia, the salesman stationed at the door neither greeted me, nor offered to assist me. I proceeded to the kiosk, and entered the necessary information for the sofa and loveseat I was interested in purchasing. The kiosk then directed me to complete my sale via a sales associate. The aforementioned salesman then proceeded to assist, but after a few minutes of entering my order, he obtained the 'assistance' of Pamela, 'Manager.' In order to "check to see the balance," Pamela immediately asked for my Ashley Advantage credit card. I inquired of Pamela as to whether this was to verify if I, in fact, knew my own credit card balance. Ignoring my question, Pamela then stated my balance to me in the presence of store employees, and other customers. Immediately after committing this offense, Pamela again--within the earshot of customers--advised me that my order required a cash 'down payment' of either the sales tax, or delivery charge. I then proceeded to explain to Pamela that I'd previously purchased and received furniture from Ashley Home Furniture via my Ashley card, without any 'down payment,' and I expected to do the same with the instant order. Pamela then curtly stated "a down payment is needed--it isn't much, so how would [you] like to pay?" I confirmed via my credit card, and proceeded to leave the store. As a 'manager,' Pamela's behavior was deplorable. Her lack of professionalism and tact is unacceptable. Rather than explain whatever perceived circumstances she may have had surrounding my purchase, in the privacy of an office, Pamela flagrantly and presumptuously divulged my personal information in a dismissive and condescending manner. While I understand Ashley Furniture's concern in ensuring a customer's ability to pay, Pamela's 'attempt' in this area was not only unethical, it was rude--evidencing a glaring lack of ability in customer care and discretion. Inasmuch, as a third-time, returning, Ashley Home Furniture customer--with an excellent payment record--the conduct of this 'manager' warrants in the least, a written warning, and at the most, termination. It is interesting to note that for all of Pamela's earnest efforts to demean and 'categorize' a paying customer in the presence of others, she truly reflected a mentality that staunchly works against Ashley Furniture's penchant for community 'care,' and as a member of the Chesterfield, Virginia, community, this experience will not remain unknown. Furthermore, while Pamela's apparent function is to 'monitor' customer financial credibility, her first priority should be in recognizing that each and every customer is to be treated with respect and dignity. Anything less, speaks not only to the representatives of Ashley Furniture, but to the company itself. Indeed, identifying that Ashley furniture is not 'built' upon furniture, but upon those who purchase it, should make it clear to ALL Ashley Furniture employees, that WHO--not what-- is the priority. Finally, as I enjoy my new sofa and loveseat--ordered on-line at Ashley Furniture, and delivered to my home without any problem or 'down payment'--I ask you, Pamela, what role did you really play on behalf of Ashley Home Furniture: 'manager' . . . or moron? Sincerely, M. Hawk CUSTOMER read more

My husband and I were looking for a new couch and we found want we wanted!! For the time we walked into the store till the time we walked out we had the best customer service. I couldn't be happier!! Damon our sales man was amazing. He knew about all of his products there was no BS!!! Wonderful experience. read more

Second Ashley furniture store I had been to that day in an attempt to gain a better experience than the first. I had the intentions of buying a dining piece set - but could not get anyone to assist around the store! I approached two different employees after standing near a set by the front door for ten minutes - both who were casually sitting in the furniture itself chatting about football. Excuse my assumption from other guests that employees were to approach the customers as they walked in....One walked away texting on his phone while the other chatted with me for a minute and then went back to sit at the living room set next to me. Also visibly on his phone. Found the exact same table set for $300 cheaper on Amazon while waiting on someone inside the store- with free delivery. Thanks, Amazon! read more

I wish I could give a 0-Worst experience buying furniture ever! Do not buy from this store unless you don't mind waiting months for the furniture and have no contact with anyone at the store. When I placed my order I was reassured that I would get great customer service from ordering in the store versus online. I was given a time frame of 6 weeks. Approximately 9 weeks later I called to find out when I would receive my furniture. I was then at this time given a date of September 16th, 5 weeks later. After numerous attempts to call the store with no return phone call, I used the chat option. The representative flat out told me- "Most of your order is expected at the end of the month, except the headboard and footboard which are not expected until the end of November. I recommend going into the store and reselecting your items!" My reselection will be to cancel this order. Beyond ridiculous customer service. read more

I should have checked the reviews before buying anything from Ashley furniture. So many people seem to share the same problem. We ordered a sofa and kitchen buffet in Nov. We were told the kitchen piece would be in the last week of Dec so we would have to schedule our delivery then because they would be delivered together. So we expected the delivery in Jan. After at least five phone calls to customer service we still have no kitchen buffet table and it is halfway through March. This has been a very frustrating situation. Our sofa was delivered separately but still no kitchen piece. Ashely furniture has repeatedly said they would call and update us when it arrives at the warehouse but they never call. Customer service is friendly but nothing is ever resolved. I called last week and spoke to an agent name Solange who was extremely helpful and setup a delivery date; however the day before the delivery date the warehouse cancelled saying the furniture was damaged. This entire situation has been beyond frustrating and my expectations are not really high that this will be resolved. We will not be using them again. read more

Yes I had a tremendous experience at Ashley Furniture store and especially with the help from Mr. Albury and his associates

I had a great experience with purchasing furniture for my new home. Deon Albury was a great help to me. He was very patient in doing business with me while I had my toddler along for the store visit and was a handful. Deon made sure that my order was exactly what I wanted. Excellent customer service. I'd recommend anyone to him because he took care of me and son. read more

Had a great experience with our salesman Nick at Ashley Furniture on Hull Street. He was friendly and knowledgeable about the quality and make of the different furniture pieces throughout the store. Unlike your typical sales approach, he didn't always push the most expensive option we were considering! He also provided helpful design suggestions to me and my husband. Only reason this isn't a 5 is that the finance desk wasn't as responsive or timely with their part of the process. read more

My fiancè and I went into the Ashley Furniture HomeStore on November 27th, (the Wednesday before Black Friday) with intentions of choosing a couch that day and getting the Black Friday deals. Our salesman, DJ, was very thorough and helpful, spent a lot of his time making sure we were happy and did not rush us in the slightest though he could go home right after his sale with us was complete. We were very impressed with him and excited about our new furniture. We made a deposit on the couch and were on our way. However, the couch was promised by December 19th, and guaranteed by Christmas. I called several times after the 19th as I had heard nothing from Ashley Furniture. Every time I called, all I was told was they were still waiting on one piece of our sectional to arrive. No compensation was ever offered to us. Mind you we are paying a $300 delivery fee for this couch. Finally, today, December 31st, Ashley calls us to setup delivery and the soonest they can do it is on January 7th, 2020. I am very disappointed and unhappy with Ashley Furniture. We had family and friends over for the holidays and had nowhere to sit, as we were PROMISED the couch by the 19th and guaranteed no later than Christmas. I can't wait for the couch to be delivered on the 7th and for us to never have to deal with this company ever again. HORRIBLE CUSTOMER SERVICE. read more

Do not purchase any furniture from Ashley's Furniture. I purchased my living set and it took them 2 months to deliver, 2 pices that came damaged. They ordered strips to fix them and they have still to come and fix it. The 3rd piece they delivered a month later and by gosh that piece was damaged and dirty. Customer service told me they cannot do anything, that i need to go to the store, went to the store they told me customer care takes care of that. Mind you all of this and I am making payment. My neighbor told me not to order from Ashley because of his experience: damaged furniture pieces and poor customer service. I am now here in the store and no one can't seem to help. Ashley furniture is the worst. Buy your furniture elsewhere pls, do not waste your money on Ashley furniture. Poor service. If i would give a negative 1000% I am now. read more

My husband and I went in looking for a dining room set. The lady who assisted us was very helpful in showing us the options they had. We had our eyes set on one table in particular but, mu husband noticed a crack in the wood under the table. The saleswoman advised us that the repairman would come and repair it on Tuesday. She advised us we could put $20 on a credit card to hold the table and we complied. She called on Tuesday evening and we went in on Wednesday to see it. That evening, we deliberated and decided that we did not want it due to the fear of the wood cracking; the wood was put back together with a nail and should've been replaced. I spoke to the saleswomam and she said no problem and advised me to go into the store to have the $20 hold amount refunded. I complied and was informed by the CSR manager that the $20 is non-refundable. The saleswoman never informed us of this nor did the document we signed. I am beyond livid! The CSR manager advised me that I could possibly get a store credit but would have the Store Manager call me. I have yet to hear from anyone. read more

My husband and I bought a brand new King's Size bed, and when the bed was delivered, it had a large chip in the wood. The delivery man said that they would have to come back and fix the wood?????It has been 2 weeks, and we have not heard a word from them. The more I think about it, the angrier I get. Why do we have to have a brand new bed fixed? How are they going to fix a piece of wood that is chipped, and why should that be acceptable? read more