On April 20 we bought a sleeper sofa, chair and a half, floor lamp, and ottoman. All items were delivered on mid-June. The couch was ripped UNDER the shipping cardboard which means it left the warehouse after "quality control" approves it for shipping. I refused the couch after they tried to convince to accept them coming out to fix it. Their own delivery man told me not to accept the repair offer. A new, undamaged couch was requested and delivery was never scheduled, because we had been told we'd get a call when that couch was back in stock. We never got that call, so I called to request a refund. Now we're up to late July. I have called to Ashley Zuna, Shannon, and Eric. I have left multiple messages for the store manager and have NEVER heard from her. It's now mid-September. We have no couch and Ashley still has approximately $800 of our money. I will spend this coming weekend compiling receipts and my communicaions log. I will be sharing all my evidence with local news outlets. I am also looking into small claims court. If anyone from Ashley reads my review, only contact me to tell me when I can expect my refund deposited into my account from which I paid for the couch. Otherwise, look for your names in local media and in court documents. read more

Really wish I would've read reviews before ever walking into this store!!. I literally have NO IDEA whats going on with my order and I just want my money back! Please stay away from this store. This is the WORST experience that I've had in dealing with a furniture company. I would NOT recommend buying from this location, save the headache and purchase elsewhere. I went in on 3/8/20 looking for a sectional and worked with store manager ERIC. I was hesitant about purchasing because I wasn't sure if the sectional would fit in my living room and I explained that to him. Eric assured me that if there were any issues, as long as I don't sign for delivery I can return the furniture. Right after purchasing, he told me their systems were down and he would call me the next day to give me an ETA for delivery. The ENTIRE WEEK went by and I received no call/update or anything. I measured the space and realized the furniture isn't going to fit (STILL NO CALL), so I went in the store 3/14 to get a refund and cancel the order, ESPECIALLY since I have yet to get any updates on whats going on with my order. I speak with Eric on 3/14, he now tells me all sales are Final, I explained that he never mentioned this knowing that I wasn't sure if the furniture would even fit! He mentions that the furniture may not have made it to the warehouse in Fredericksburg yet but he doesn't have any more updates. I reiterated that at this point I do not want the furniture, I am not comfortable with the purchase and I do not want it to be delivered n I would like to cancel the order. He tells me that he can escalate it and get back to me on Monday.... Here it is Tuesday 3/17 and I have not received a call regarding my purchase, ETA of delivery, cancellation or anything!! I made this payment in full and I cannot believe Im having such a terrible experience. Here I am with no calls, no updates, no furniture and they have my money. I would not advise anyone to spend their money at this location. I feel robbed and swindled, and I will definitely be escalating this issue if I do not receive my refund. read more

Had the pleasure of working with Maurice at this location. He was amazing. He was very patient and knowledgeable. I made a purchase that I am completely in love with. I will be back to this location very soon!!! Thanks Maurice for all of your hard work. read more

The sales team at the store was great. Prices were reasonable. The delivery guys( the actual guys who delivered it) were great. Two stars because the warehouse office people were complete dicks. They called and asked if Tuesday would work out for delivery. I asked what time on Tuesday. They said the driver will let us know the day before. I said ok. The day before I got a call, a recorded message, telling me between 3 and 6. On delivery day, they showed up at 2, nobody was home, so they left. They then called us and said nobody was home and they would have to re schedule the delivery. There would be another delivery fee. (Wasn't gonna happen. That's why appointments are scheduled. ) The warehouse office lady was a bitch when We told her we weren't paying another fee for their lack of appointment keeping skills. read more

This has been the absolutely worst buying experience I have ever had. So on 9/26/2019 I went the Ashley Furniture on Laburnum Ave in Richmond VA. Spoke to a sales rep by the name of John, which was the first and biggest mistake. John was more concerned with telling me how thick I was and flirting with me that messed up my order. I advised him that I needed a queen bed that did not require a boxspring, because it would be difficult to get up the stairs. We looked at several beds and decided on a bed that had drawers at the bottom and a built in foundation. I had the option of getting an upholstered headboard or a storage/book case headboard. I chose the upholstered one. We finalized the sale and I left. On 10/7/2019, while at work I happened to look up the item number because I wanted to see the measurements. The item number pulled up a different version of the bed that did not have drawers at the bottom and required a boxspring/foundation. After work, I drove up to the store and spoke to John. I showed him the picture of the bed that pulled up and he assured me that that was not the bed that was order. We went back into the showroom and looked at the bed again. I was assured multiple times that the bed I ordered was the correct bed. My previous bed was in severe condition, so I decided to break it down and was sleeping on a mattress on the floor. On 10/16/2019 the bed was delivered. But SURPRISE, it was in fact the WRONG BED!!! The delivery guy told me I would need a foundation/boxspring and he told this to the dispatcher. They ended up leaving the bed and as soon as they left, I drove to the store. I spoke to a guy named Eric, who claimed to be the store manager. He stated that he was going to leave a note for some guy named Alvin to call me first thing in the morning between 10am-10:30. The next day, 10/17/2019, I hadn't received a call, so I drove to the store again! Alvin was in the front and I advised him that I was waiting for a call from him. He was clueless and had no idea what I was talking about. He told me I would have to speak to customer service and that they would have to send an email to corporate to get approval to give me a boxspring or do an exchange. An email was supposedly sent and the customer service rep, Linda told me she would call me before she left at 5pm to let me know one way or the other if corporate had responded. While at work, I contacted the customer care and spoke to a rep who contacted the store and told be the store would be calling me within an hour. Needless to say, NO ONE ever called me back. After work, I go back to the store and Alvin says they were still waiting for corporate's response. He directed me to customer service AGAIN and walked away. I spoke to another girl, I believe her name was Brianna, who honestly, was the most helpful out of everyone. I explained my situation and we went to look at the bed I "thought" I had ordered. As I'm standing at the counter the guy, John who sold me the bed walked up. I told him he sold me the wrong bed. He began to say "no, no, no...you didn't want the one with the storage", and accepted no accountability. As I was speaking to him, he walks away. Like, seriously...HE WALKED AWAY!!! Why in the world would I order a bed and ONLY a mattress? Why would I come back to confirm that I didn't need a boxspring 4 days later????? Brianna tells me they are still waiting for corporate. I walk to my car, and call customer care again. I was advised that the GM, a lady named Kim, was in the store and would be calling me to correct the situation. Since I was still in the parking lot I walked back in and asked to speak to Kim. Alvin said she was at the West Broad Street location. I hop in my car and drive to the location. I speak to a guy named Danny who advised that Kim was off on Tues and Thurs. So who did the rep at customer care speak to??? Who was supposed to call me back, if Kim wasn't even working?? At this point, I been to have a bad anxiety attack in my car. I'm pissed, and have been sleeping on the floor for almost a month at this point. I was in contact with my mom, who ended up calling the Laburnum store, speaking to Brianna and purchasing a box spring for me. I was told it would be delivered the next day. On 10/18/2019, I was given a window of 1pm-4pm. I used the last of my PTO time at work and left at 1pm. THE DELIVERY DIDN'T ARRIVE UNTIL AROUND 5:30. I COULD HAVE STAYED AT WORK!! And guess what??? THE BOXSPRING DID NOT FIT UP THE STAIRS!!!! I was told I need a split boxspring. I contacted customer care again to see if I could just get credited for the other mattress and purchase the split boxspring over the phone. They told me I would have to speak directly to the store. I stressed how badly I didn't want to do business with them anymore. But that was my only option. The rep contacted the store and said that Linda, again, is with a customer but she said she would call me right back. read more

My husband and I spent nearly $11,000 on August 19, it's October 10 and we STILL do not have all of our items. Our salesperson was Eric, he also presented himself as the General Manager. He lied to us about our delivery and delivery date. Our bedroom set, to include the mattress was in stock but both living room sets were on back order. He assured us that our items would be delivered in 2 separate deliveries. On September 9, the day before the delivery date for the 1st delivery, I called to find out why I hadn't been given a time for delivery only to find out that Eric never authorized a split delivery in the system. No one would authorized the delivery without Eric. I finally spoke to Eric the next day, he admitted he never put it in the system but insisted that was proper protocell. After some back and forth our bedroom set was delivered 2 days later but WITHOUT the mattress. Today is October 10th, we still don't have a mattress or neither of our living room sets. We have not been contacted by anyone the store, and Customer Care is not helpful AT ALL. All we want at this point is a refund so we can purchase a mattress somewhere else and stop sleeping on the floor. As well as living furniture so my family isn't sitting on the floor to watch television. I have shopped with Ashley Furniture since 2008, this is it! I will never shop with them again! I wish I could have given negative stars. read more

worst customer service I have ever experienced. They had no problem taking $10,000 from us but when they made a mistake and owed us $500 it took 2 months and 9 phone calls from me. they are great at saying "I'm sorry I will look into it" but horrible with follow through and actually doing anything. prices are good but be prepared for the cheap service that comes with it. read more

Where do i begin, well when you go into the store "Laburnum Ave in Henrico, Va.", i have to say they are the fakest people i have ever met, to start off with they will smile in you're face and act like you're best friend only to sell you whatever junk they can and I mean junk, i paid close to over $900.00 (so called warranty and delivery) for a couch and chair, the couch is damaged, at the bottom it has about 1 inch slit in it,the back of the couch is so uneven, it's not even with the left side, I went back to get my refund, only to be told that "quote" i would have to be approved to get it back or a store credit, money like that is hard to come by, it's not their money it's mine, i have called and left message's with no result's, it's hard to reach them, i want a new couch..I am not a happy camper and will never go back again..Think before you shop here. (Note: I would have been better off going to a thrift store and buying furniture) read more

I bought a sectional on 12/11/16 - I received an email confirmation shortly after confirming my order and delivery date. The first email presented 12/23 as the 1st delivery date (keep in mind, I made my purchase after 12AM EST). This date was perfect given that I had family and friends from out of state coming to visit for Christmas. From the email, I was under the impression that there was nothing else I needed to do from my end but wait until the delivery date posted on my confirmation email. I assumed that because the email did not provide a window of delivery (a time), that someone would call me either the day before or on the day of delivery to validate a time of when I should be expecting the furniture. On 12/22, I received an additional email advising a new delivery date of 12/24, again, nothing on the email advised that anyone had been trying to call me and or that Ashley Furniture had reached out at all and missed me. The email didn't even convey that if AF did NOT speak with me over the phone, my furniture would NOT be delivered. Again, I was under the impression that my order was on its way and would arrive prior to my guest arriving for the festivities planned for Christmas. On 12/23, I received an additional email that advised another delivery date - 12/29. At this point, I believed that the holidays was the cause of my order continuously being pushed back - maybe even back ordered, however the emails I CONTINUED to receive from AF again NEVER advised that someone from the company had been reaching out and or that my furniture would NOT be delivered UNTIL I spoke with someone from the company to confirm a delivery date. It is now Friday, 12/23 - 12 hours prior to family and friends arriving to my home for the holidays - at this point I do not have any furniture (a couch) for anyone to sit on. I complained to a few friends about my situation and they recommended me to a place that allowed customers to rent furniture for staging. This place only allowed weekly rentals, just to rent 2 sofas with taxes it cost me close to $400.00, at this point I had no choice but to pay the obscene amount or my family and friends would be sitting on the floor. Greatly everything turned out all right and my guest were comfortable, unfortunately, I was not due to spending unnecessary money when I had already spent 1900.00 2- 3 weeks prior on furniture I was expecting to arrive before the holidays. On 12/28, I received another email that advised that now my order would not arrive until 1/4 - at this point I am now aggravated, annoyed, and beyond livid so I called the customer service number. I spoke w a rep and she advised that AF's "process" is not to deliver anything until they speak to the customer and that the company had reached out to me 2 -3 times - 1 time leaving a voice mail, 2nd & 3rd time the rep said my voicemail was full so they could not leave a message. Honestly I receive TONS of soliciting phones calls, as well as 1 week prior to delivery I dropped my phone in the rain and destroyed the face of it - leaving it hard to receive calls and messages. I shared this info with the rep and advised the additional money that was spent due to the continuous pushback of my delivery date. The rep did not try to empathize and or create a bridge to try an be an advocate for my concerns and or situation. She kept saying well "our process is this", and "our process is that"- again not even acknowledging the frustration/emotions I was enduring. I made sure to convey these emotions, concerns, and situation to the rep, as well as take complete ownership of the company calling and missing their calls. Because of the inconvenience and frustration, I requested to get my delivery charge ($140.00) credited back. The rep refused to empathize and or attempt to try and de escalate the call (ex: offering 10 - 20% off next item, 10% of my current purchase, anything!!) she refused because of "AF's process" and that they tried multiple times to reach me. If this is all about processes, how is the company conveying their internal process to their customers (external process)? If their internal process (meaning all employees are aware) is that NO items will be delivered until a rep speaks to a customer, how is that conveyed to the customer verbally and written? None of their emails advised " Sorry we missed you Emily. Please give us a call at your earliest convenience to schedule a new delivery date and time" or "Unfortunately, delivery will not occur until you speak with a rep to confirm/validate a new delivery date and time, so please give us a call as soon as possible. NONE of their continuous emails with new delivery dates contained any evidence of the company attempting to reach out to me and or there was something additionally that I needed to do as the customer because of their internal process. None the less, I was able to finally FINALIZE a delivery date with the rep for 12/30. read more

While the mattress I purchased is worth 5 stars, the service in this store isn't. I made the choice to finance my purchase, but made it clear that I did NOT want a credit card. The saleswoman that was assisting me told me it wasn't a credit card, just financing, but I would get a card in the mail with my account number on it. Sure enough, it was a credit card. To say I was angry is an understatement - the last thing I was expecting was just another dishonest salesperson trying to make commission. Once I finish paying off my mattress I will NEVER make another purchase from Ashley. read more

Maurice was a pleasure to work with. I will definitely be back to make another purchase.

We had a great experience with this store. The sales guy was not too terrible. He did follow us around the store but he wasn't pushy and we were there a long time so kudos to him for keeping up with us the whole time. There was about a two week delay in delivery but they called and let us know about this. The delivery people called and told us a four hour window to expect delivery. The driver called about thirty minutes before they arrived. The delivery guys were very professional and nice. All in all we had as good an experience as we could expect. read more

Well, this has got to be about the worst excuse for customer service I have ever run across. First we go to purchase a sofa and love seat. Found exactly what we wanted. Internet price was cheaper than the store. (that should have been my first clue) They said they would match the price. Good. So we decided to purchase. Well, it went downhill from there. Internet showed it was in stock. Store manager said it was in stock. We should have delivery in about a week and a half. Wrong. I pointed out to him that the ticket says "back ordered". He tells me right away "That's normal. It always does that. I don't know why." Then I pointed out where he told me a week and a half for delivery and the ticked says a month later. "No. No. No.. I promise, they will call you in a week to arrange delivery" Straight from the so called general manager's mouth. It's been a month. No furniture. I went to the store to inquire as the manager would not return my calls. All of a sudden, they don't have my furniture and would be another 2 weeks before it is in. What happened to it being in stock?!?!?! It's not without understanding of the current situation of this so called health crisis, but when you pure and simple lie to a customer and do not want to stay on top of the situation and communicate with a customer, you have no ethic yourself. Eric, you should fire yourself for doing the same thing you fired other people for. If honest communication would have been kept, I would not have cancelled the order. Therefor, DO NOT shop this store for any reason. Customers are not their number one priority. You wouldn't even get a star if I didn't have to select one to make this post. Worst part, made no offering of trying to make it right. Just shrugged his shoulders and was done with it. So I am done with this store. read more

My wife and I having just relocated from Ct. to Va. needed a bed and mattress set for our guest room to accommodate relatives visiting for Thanksgiving. So, we went to the Ashley Furniture store in Richmond on Oct.26th and purchased a mattress set and bed plus a table/chair set for our breakfast area.  We were promised by the salesman that there would be no problem getting delivery before Thanksgiving. Approx. 1 week before Thanksgiving, upon inquiring on our purchase, we were told that it wouldn't be in until mid- Dec.!!!  The next day, my wife and myself went down to the store to see what could be done.  We were told that there was very little they could do and it was out of their hands. ?? They took no responsibility for telling us what we wanted to hear and knowing that they couldn't fill the order. We were besides ourselves, so we asked them to cancel the order and credit the account which we used to pay for it. We did keep the table set on order, because it was not essential to our guests arrival. We were told that they would have to email corporate or whoever to get the credit approval. That was fine, I could understand having to get an approval for such and occurrence. Over a thousand dollars is what we're being credited. Well, here we are on Dec.17th and still no credit after numerous calls to customer care and the store itself.  Many apologies and 'Ill get back to you', but no credit. By the way, we did get our bed and mattress from a competitor, and it took exactly 5 days from purchase to delivery. I did get a call a week ago from the manager at customer care who said she would resend the email again for our funds to be returned. To date, nothing. Nice time of year to have over a thousand tied up on a credit card with nothing to show for it. I went as far as email Ashley corporate, but was told they couldn't help because Richmonds Ashley store is independently owned and sets its own policies. What a way to run a company!!! Not the best reception to get on our relocation.   All I can say is, take any delivery dates you get from Ashley's with a grain of salt or better yet shop around. We're learning the hard way. as not essential to our guests arrival. We were told that they would have to email corporate or whoever to get the credit approval. That was fine, I could understand having to get an approval for such and occurrence. Over a thousand dollars is what we're being credited. Well, here we are on Dec.17th and still no credit after numerous calls to customer care and the store itself. Many apologies and 'Ill get back to you', but no credit. By the way, we did get our bed and mattress from a competitor, and it took exactly 5 days from purchase to delivery. I did get a call a week ago from the manager at customer care who said she would resend the email again for our funds to be returned. To date, nothing. Nice time of year to have over a thousand tied up on a credit card with nothing to show for it. I went as far as email Ashley corporate, but was told they couldn't help because Richmonds Ashley store is independently owned and sets its own policies. What a way to run a company!!! Not the best reception to get on our relocation. All I can say is, take any delivery dates you get from Ashley's with a grain of salt or better yet shop around. We're learning the hard way. read more

A little slow on setting up the delivery time and day. Once it was set, they were right on time and placed the couch right it needed to be and cleaned up all of the foam and cardboard packaging materials before leaving. read more

I purchased a new bedroom set and mattress with box springs. When it was delivered the stitching coming off mattress. They told me a person would contact me and to use the mattress until it could be checked for defects from factory. I should have never let them leave it!!!! After 5 months they told me to cut the threads off and it was not a factory problem. I asked if not factory what? The person at the store told me the person that checked the mattress for the store almost came out and accused us of pulling the threads. I was so furious!!!! Now they solved it alright I got stuck with a crappy mattress. Take my advise, shop for a mattress with a store really cares about their customers. They sure do not!!!!! If you have a complaint and go back to store for personal help you get a customer care phone number that they is not they way to do business either!!! NEVER AGAIN!! For the customer loyalty they get NO STAR!!!!!!!!!!!!!!!!!!!!!!!!! read more

I wouldn't give Ashley Furniture a half of star if I didn't have to. They're not delivering my all my furniture as promised. But they're going to want they're money on time. They brought me furniture with a spot on it. They won't let me return it nor are they knocking anything off. I ordered my furniture Nov. Got some of it in Dec. which has a spot on it and the other they said I won't get until the end of January talking about bad business. I don't recommend them to anyone and I certainly won't by nothing else from them. I'll use cardboard before I use them again. I'm so disappointed with them I could cry. Warning please shop some where else. Nice furniture terrible business. Never get stuff on time. Will never order from them again. read more

Hello My name is Kee and I;m emailing in regards to a purchase I made on Feb 23rd. I purchased a Love Seat and Coach Set with sales person KSE. KSE told me before I signed my contract that my couch set was not in but it would be coming to them on the 6th of March and that she herself would call and set up my delivery ASAP. I said OK great signed my contract paid in full. March 6th comes around and I never received a call. I call into the branch and they tell me " Oh I'm sorry it is not coming in until the March 10th and guaranteed delivery of March 13th. Now I'm very frustrated and I ask to speak to a manager they said oh call customer service but they are closed so how about we schedule you a call back. I received a call from a Supervisor and she apologized and said hey we do not do refunds of any kind but your couch will come on the 15th of March. I asked to speak to her manager she said " No you can't , I can just pass her along your concern ." That was very strange to me. Now its March 15th I get a call stating the movers are at my home and nobody is there. I call my neighbor in less than 30 sec she says nobody is there. Now i have to call customer service and wait on the phone for them to locate them. They finally locate them and she says their on their way now. They get to my home and my neighbor opens the door and they deliver my the RIGHT LOVE SEAT and WRONG COUCH. The kicker they were Hispanic and they started talking about me in Spanish not knowing my neighbor is half Spanish so she listened to them, They said " LETS HURRY UP AND DROP THIS B@#%CH FURNITURE OFF SO SHE CAN LEAVE US THE F#@K ALONE. Also They damaged my floor by moving a very heavy piece of furniture that was centered , dragged it across my living room floor scratching my hard wood flooring.I get home like are you serious I'm frustrated about to cry because finally I was getting my couch and I planned an event the next day at my home because i knew my couch was coming. I call customer service and I am very disappointed in the tone that was used. I was told call customer service even though I found out they were closed , the lady said call them tomorrow. SERIOUSLY :( I drive all the way from my home to the store on Laburnum to let them know what went on and they refunded me my delivery fee but now I'm without the right couch have the wrong couch sitting in my home have to cancel my event. I'm so torn I never expected sloppy service from Ashley Furniture.I have enclosed the picture of the furniture delivered but to be called out my name and to be treated with no respect from the company if I'm not compensated more for my time, pain and suffering this has caused I will be reporting this to Corporate as well getting my Lawyer involved. Now I'm still without my couch and my floor is damaged. I have been compensated my Delivery fee and only $50 for my inconvenience no fair and I'm going to get my Lawyer involved since the highest person I can speak with is a Supervisor. read more

Beware when ordering from this store! I made a LARGE in-store purchase on 5/25/17. Confirmed with the store manager that my items would be available by 6/1/17. No phone call from the store to confirm, and no return phone call to me regarding the delivery. My husband and I traveled out of town, and upon our return I followed-up with the store again. The rep could only fine 1 of my 16 items in the system! She could not confirm that all times had been ordered and insisted that a manager would call me back. After leaving 2 additional voice messages, I still have not heard from a manager. I called the customer care center, and found out that the name of the person who entered my order was not the manager I worked with, and that my items would not be available until 6/21!! A month later! Makes me wonder if my order was ever put in, or put in correctly initially. I will not make another purchase! read more

Having had such a positive experience with the Ashley store on West Broad, I decided to give Ashley a second order and ordered 2 chairs and ottoman from the Ashley store on Laburnum and was PROMISED it would be in by the Christmas holiday. Several weeks went by and I had to call the distribution center only to be told that one chair was on back order. I called the salesperson who left a V/M on my husband's phone and PROMISED he had found a chair and it would be on the delivery truck. After 2 reschedules by the distribution company, my furniture that was ordered in November did not arrive until January 1. Our original order was delivered by very courtesy and professional gentlemen in Ashley Furniture uniforms and drove an Ashley Furniture delivery truck. This order was delivered by gentlemen who spoke broken English, did not have on Ashley uniforms and the truck was an unmarked white box truck. Repeated lies by the store and the distribution center as to when my order would be delivered. read more