This has been the most WORST experience of buying anything in my life. My furniture was paid for over 3 months ago and I still don't have it yet. The salesman said a couple of weeks when it was purchased. I have called countless times for updates and to talk to the manager but NO call back. They don't have a district manager at this time. Had I been told it was going to be over 3 months I would have got something in stock or went somewhere else. This is not Kool or professional. read more

Ricky Gay was a great salesperson, but management is absolutely THE WORST! When I went back to pick up the chair I paid cash for, no one would help me load it into my vehicle and after waiting an extended period of time for my salesperson (who was understandably busy with another customer), they even refused to allow me to help myself, forcing me to wait for my salesperson (the only person they said could help me) who was clearly busy helping others. The manager said they had no one else to help me (even when I pointed out three others including him who were standing around doing nothing). The manager repeatedly badgered the salesperson, against my objection, to see to me; rudely interrupting the salesperson who was diligently working with another customer. The manager even turned and abruptly walked off when I asked for another person to assist; no further explanation, just refusing to have any type of conversation about what I needed. Totally unprofessional and unhelpful. I will never buy from Ashley again. Once you pay, forget about any service. I feel bad for the salespeople who depend on commission. read more

I'm writing a review with regret that I didn't have a satisfying experience with Ashley Furniture. On June 22nd, I purchased furniture totaling $10,500 at the Ashley Furniture Store on 6312 W Broad St., Richmond, VA. In a nutshell: I was misled in my purchase costs to encourage a positive customer satisfaction survey, mistreated with customer support staff consecutively after the purchases were made at the store and over the phone with Customer Service (CS) Specialists, majority of shipment was delivered 5 weeks from purchase date, shelves were missing and were delivered 8+ weeks later then missing the metal shelving brackets. Although the buying experience was good as I experienced a friendly interaction with the saleswoman throughout my purchase which includes her hard work to enable me to buy all that I desired through the 4th of July sales discount promotion through 3 credit cards, the rest of the experience was very unpleasant. Newly employed after a long period of unemployment and new to the area, I decided to buy my home furniture at AF because of their 4th of July sales event. After the purchase day, for 5 weeks, I had to eat from my bedroom as it took that long for my living room/dining/office room furniture to arrive. A couple of times in this period, I talked with a couple customer service (CS) reps from the AF CS office in Fredericksburg, VA and namely a person named Sarah or Sara became my CS rep for the delivery part of my purchase. After a couple of missed calls, emails, and voicemails in a time period of 2-4 weeks, she called me back it seemed only to provide technical shipment information with no sense of urgency or plans that have been set in motion to expedite the shipment of my furniture. She even recommended that I drive to Fredericksburg to get my sofa, which its delivery was pushed to the right three times to 8 August since she would have to put in for an executive approval to pay for a third delivery to my apartment. Then within a week, a supervisor called me providing me relief that she will ensure that all my furniture will arrive as scheduled to include my sofa and it was so. The delivery was handled in a careful manner and the lead was professional and explained that the shelves to my large TV stand were damaged and will be shipped to me asap. I then realized too that the dining set that I bought didn't come with the bench as seen on the sales floor so I made plans to purchase that additionally on a future day. A week or two later, I returned to the store to purchase the bench. Days prior to that day, I received an Ashley Furniture Store text from my sales representative that I can purchase the bench for $110 however, when I returned to the store to purchase the bench, I was told that the cost of the bench was $200. I had to verify that I received the message for $110 to receive that price with the purchasing staff. Then 2 weeks later if not longer, I realized that my shelves were never shipped so I called Ashley Furniture again to request for their delivery. They were delivered in a week or so but missing the brackets that hold the shelves in place. After another call with CS, a furniture tech was scheduled for the weekend and when he arrived, his paperwork stated that I was missing the shelves, not the brackets but luckily he said that he had some in his vehicle and wouldn't have to return later with some. He also told me that he called Fredericksburg warehouse and was told that they didn't have any shelving brackets and didn't know where to get them. Soon after the technician left, I received the usual call from CS asking about my experience and satisfaction with my delivery/service. I explained that I've had another dissatisfying service due to the miscommunication with the technician and he was unprepared to complete the install. I then had a discussion regarding my entire experience with Ashley Furniture and the CS was empathetic and even asked that I give him until the next Tuesday to call me back regarding my whole experience. Today is Thursday, October 3rd, which is more than 5 weeks from the day I was to receive a call and unfortunately for me, I was never called back. This whole experience was certainly unpleasant needless to say, ideal, mainly because of the extended waiting period for my furniture and the challenges I had with customer service both on the phone and in the store. I didn't purchase secondary furniture but a complete set of furniture for my new home. This is my first purchase with Ashley Furniture and will be my last. It seems that the issues are not isolated to the store on West Broad St but with Ashley Furniture as a whole indicated by their inability to manage a seamless process of delivering pristine and quality furniture once purchases have been made with the sales staff. It's apparent that their lack of cross talk with their systematic processes and management oversight exposed the culture of what is really important to the company: the sale. read more

We purchased a set of couches in Dec. 2016, and although the structure themselves are fine, the cushions are not and need to be replaced. When I called the number I was provided from the instant chat from their website, I was met by an incredibly rude woman who cut me off several times before I could speak, and was told she couldnt use the info from my receipt so I needed to find the item number under the cushions or flip the entire couch over to find it. I'm not interested in purchasing a new set of couches when they are only a few years old, and even if I would have, Ashley Furniture has lost my business due to the rude woman who answered my call. Customer service is less than desirable. read more

Again, was not impressed. Same as other store - ambushed and badgered as in a car dealership. I hate it! It puts me off, and I instantly want to leave! read more

Ashley Store - Furniture Stores Near Me - Richmond, Virginia

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Finding it ridiculous I'm being asked to write a review on a table I never received. Tracking says it was returned to sender before it reached me & to save my life, I cant reach anyone handling online orders that can explain why. At a minimum, if I don't get the table, I need my money back; one or the other. Ashley Furniture's customer service is the worst I've experienced in my entire life, no exaggeration. Nobody in the store can help since I have an online order; and I've gotten no answer using the customer service number (after at least 5 or 6 calls), and have gotten no replies to the several emails I've sent. If I could give this review 0 stars, I would. Unfortunately, I didn't check the reviews from previous customers before purchasing otherwise I would've avoided this place like the plague. read more

Ashley Homestore pushes predatory loans through Synchrony Financial. The sales rep did a terrible job explaining what the 12 month no interest rate means and the Synchrony representative was even worse at explaining it. I have a mortgage and have had several student/car loans and have never been so terribly misinformed about the loan I'm signing. Now I get to pay for this couch twice! Thanks Ashley.. read more

My mattress protector was not delivered with my mattress and other items, yet on the delivery receipt, it says it was. That was not included on the checklist I signed. This is dishonest business. I called the delivery guys and they said they were coming back. They didn't. This is dishonest behavior. I called again. And again. And again. But they're not answering. Now I'm having great trouble reaching customer care. This is not good customer service. I'm very disappointed. read more

Worst customer service ever! I purchased a sofa and love seat and was told it would be delivered in May 2019 ! I'm still waiting! I spoke with manager after several weeks past promised deliver date only to be told a few more weeks! I attempted to get deliver fee waived but no luck! I would recommend people to avoid this store! They will hold you to your purchase but not to there promise of a delivery date read more

These people are worthless. We ordered furniture 4 monthe ago and are still fighting to get it all delivered. My wife called the store 14 times from her phone, no answer. She calls from a work line and someone answers immediately. Call screen much? Dont spend a dollar in this place. Unprofessional from top to bottom. It took 4 months for us to speak to the "corporate manager" who finally apologized and helped us out. At this point "sorry what can we do?" Has gone out the window. Reporting this location and everyone in it to the BBB first thing in the morning. Ive never spent as much money in one single establishment and been screwed over so much in my life. Despicable. read more

So we were talked into buying this whole lifetime guaranteed bid protection for a new mattress as an upsell. The salesman told my wife and I repeatedly that if we ever had a problem we just bring it in the store no receipt required and they would give us another one but that was impossible because the product was so good they never fail. 2.5 years later that mattress protector essentially disintegrated into shreds for no reason. Luckily I did keep the receipt even though I was told I didn't need it. We put it in the bag drove to the store went to the desk and were told they never heard of such a thing that they didn't warrantee those that I had to contact the manufacturer directly and send it to them. These people wouldn't know the truth if it landed on their head they are professional liars and con artist read more

Wish I read all the negative reviews before going in. Worst customer service ever. Poor quality and lying store personnel. Predatory selling practices. They don't even seem concerned when you talk to management about lies and problems. Do yourself a favor and avoid this business read more

We came here after leaving a competitor down the street. We were greeted by David, who was amazing! He let us roam the store, until we were ready to make a decision..then he assisted us, directed us and then made us a great deal! Now I can't wait until our new Bedroom set arrives. read more

In January, I purchased furniture from Ashley Furniture. I have had nothing but issues with this company since purchasing. Here is a timeline: January 21, 2021 - I purchased the furniture. January 27, 2021 - The furniture was delivered. However, I received a piece of furniture that I did not order. The lady I ordered with promised me a different piece. February 19, 2021 - My bed was delivered. March 8, 2021 - My bed broke. This was reported to Ashley Furniture. March 19, 2021 - My bed was supposedly fixed. April 1, 2021 - I ordered a dining room set. It was set to be delivered on May 1. Then, it was delayed to May 8. Both delays were due to quality control issues. I cancelled the order. June 2, 2021 - My mattress started sinking. Someone came to look at it and found that a piece was missing; the bed wasn't initially set up correctly. I reported this to Ashley Furniture. A piece was supposed to be ordered and shipped to me. July 30, 2021 - Supposedly the piece for my bed was shipped. August 13, 2021 - Another piece of my bed broke. August 23, 2021 - My bed is getting worse and worse. This issue has been going on for almost three months. I am an hour away from Fredericksburg. No one can tell me where this part is or if it was even really shipped. I have sent multiple emails and have received zero follow-up. I called Customer Service today and was essentially hung up on by a rep. She made no effort to help me. The service I have received from Ashley Furniture is unacceptable. I have paid thousands of dollars for my furniture and you all refuse to help me get my bed fixed. I need this issue fixed ASAP. Yet, it is like pulling teeth to get Ashley Furniture to respond to issues that they have caused. Do yourself a favor and get your furniture somewhere else. read more

I would give them a 0 star if that were an option. They will tell you anything to make the sale then leave you hanging for months with no furniture. Every couple of weeks they give me a new delivery date and when that date comes and goes I have no furniture and no phone call from them. I have to call them every time! They are trying to blame it on COVID but I bought my stuff in the beginning of September which was 6 MONTHS after COVID began. They never mentioned at that time that they were experiencing delays!!! read more

I purchased a mattress and had issues after several years and the manufacture exchanged it. I went to the store explained I wanted to exchange and needed a soft mattress. Sales rep shows me 2 mattress to choose from. I selected the Ultra soft from the sign that was on the bed. The day of delivery I received a firm mattress. After going back and forth and told I had to wait 30 days they assured me it would be taken care of. WELL here it is 9 months later, many phone calls and emails and nothing was ever done to fix. I'm told that the mattress was the same one on the floor and the fact it was several years old that the one I have will break in and become soft...even though the Seally manufacture said this should NOT be the case, but of course they can't or wont do anything. The manager Kim will not return my calls anymore and she knows that the sales manager had made a mistake when he told me to wait 30 days. I even went to the store and showed her the sign that was on the mattress stating it was Ultra Plush on a firm mattress!! THEY HAVE THE WORST CUSTOMER SERVICE EVER!! I have bought allot of furniture from Ashley but I will not buy from them ever again. read more

This place is absolutely ridiculous. We ordered a sectional for our new apartment when we moved in 5 months ago. We were told that the couch would take 1 month to be delivered. We even were given an exact date when it should be here. It has never shown up and I am also unable to get in contact with anybody over the phone to give me an estimated date. Don't even try to call customer service, you go directly to voicemail. Oh and the no refund policy? Of course they implemented that because 90% of their customers are pissed off! Im not surprised at all. Never shopping here again. I should have taken all these other reviews more seriously. read more

No stars Wasted 5 hours on the phone to request to pay for an assembly that was not offered online and delivered on the First floor instead of the third floor . Transferred repeatedly to Store and online services only to be hung up on on Don't purchase from them at all read more

THIS IS THE ASHLEY STORE ON BROAD STREET IN RICHMOND, VIRGINIA. DO NOT EVER DO BUSINESS WITH ASHLEY HOME STORE. I ordered a recliner couch and chair and bought a 5 year warranty. When I needed to have someone come look at the furniture as there is a tear on the seam of a cushion. I was advised to contact the warranty company. My claim has been denied after multiple emails and phone calls. By the way no one has come out to look at the furniture. No support in couch and chair - cheaply made. The Ashley store personnel kept saying some one from corporate or the Montage company would contact me - NEVER HAPPENED. I now have to go to small claims court to SUE them. They do not work with you at all - oh by the way - they never sent the information to the warranty company until I called with a problem - ANOTHER RIP OFF. If I could give less than a 1 I would. read more

I am extremely dissatisfied with Ashely Furniture. I am through with them and will never buy any furniture from this company. I spent almost $2000 on the bed and waited more than four months to get the bed. We bought a bed and mattress. It took four deliveries to deliver an undamaged part of the bed. To start with, the salesman wrote the order wrong. He mistakenly listed the order number of the head board rather than the entire bed. We thought he knew what he was doing especially when he said that his supervisor had to review and approve the order. On the day of delivery, only the bead board and a rolled up mattress were delivered. "Customer Care" apologized and reordered the other components of the bed. We never opened the mattress. That same weekend, I went to the store and spoke with the store manager who was polite and confirmed that he has ordered the right components. On the day of the second delivery, the parts were damaged. "Customer Care" again apologized and promised to order new ones. I called the store manager who by this time was a new person. She told me that she will follow up and call me back. She never did. When the items were derived for the third time, some were damaged. "Customer Care" again apologized and promised to make it right. I drove to the store and spoke to store manager who said he would follow up and call me the following day. Well, he never did either. I called few days later and asked to speak to him, the operator said he was very busy and she would relay the message to him. He never called me back. Finally and four months later the parts were delivered and assembled. When we opened the mattress it is 14 inches high and when placed on this type of bed it makes it almost three feet high from the floor (not very easy to get on and off. I called "Customer Care" to exchange or "reselect" a thinner mattress. I completed a form they sent me and they said they will get back to me. It has been over 2 weeks and they haven't responded to me. We called and they said they will get back. This company may have "Customer Care", but they sure don't demonstrate their caring. It took four months and four different deliveries to get a bed. "Customer Care" knows one line "I am sorry". "Store Management" gave me the impression that they are powerless, but more importantly they promise to follow-up and never do. I sent a letter to the company CEO, but I doubt if I would hear a thing. read more

Will NEVER purchase anything from Ashley HomeStore again!! I paid over $1000 on January 25th for furniture I was supposed to PICK UP from the warehouse tomorrow. I called the Fredericksburg warehouse today to confirm MY furniture that was already paid for was there. I called and they told me it wouldn't be in until the 25th of February. I then called back to see if I could get a refund (which the W. Broad street location DOES NOT offer) and the operator on the phone told me how sorry she was and that there was NO manager I could speak with. I tried confirming again my new pickup date for her to tell me IT WAS NOW FEBRUARY 28th. How in the world does my pickup date get pushed back Within 30 minutes?! Now i am over $1000 short and still no furniture. read more

So, my wife and I have been saving up for this certain bedroom set for a few years now. We just went to purchase it at the beginning of October, and discovered it had been discontinued back in June/July. We were distraught. We searched high and low for this set, either in its entirety or in pieces, but every place had been out of stock. We finally had spoken to Michelle over at Ashley's furniture store and she went out of her way to search for it and make sure what she found was actually what we were looking for. (A number of other places said they had it, and then it turned out they did not) This was a week long project of her searching and finding the biggest part of the set, the bed. We couldn't be more grateful. It's hard to sometimes really get a grasp on whether someone is just doing their job, or if they are sincerely trying to help solve your problem. With Michelle, it couldn't have been clearer. She did an amazing job and we're thankful. read more

Lots of SALE signs on the windows, but prices still seem high. Most of their stuff is traditional with a few transitional pieces. They'd probably do better business if they had more contemporary looking stuff. Selection of home office furniture is very small. read more

After having purchased several items from Ashley Furniture in the past few years, I have to share that I will NEVER purchase from them again after my most recent experience. Here's why: On last Thursday evening I visited the W. Broad location in Richmond, VA in search of multiple items for our new home. I walked through the aisles for over 20 minutes with my one year old son hoping that someone would at least greet me, and ask, maybe, what it was that I was looking for. Doesn't sound like too much, right? Well, after I found some pieces that I was interested in, I walk to the desk where three associates were standing and ask, "may I ask a quick question?" The woman behind the register (didn't get her name) rolled her eyes and said "what is it?" Excuse me!?? Okay, fine.. So I proceed to ask about normal delivery times and finally get an answer. It was then that a gentleman (I have his name, but for tactful purposes, I can PM that if the social care rep would like to know more) says, "hey, has anyone helped you yet?" I reply no and let him know that I'd been there for over 20 minutes without any help to include him that saw me walk past him three times. I suppose that his now, "offer to help" was due to my inquiry and the thought of making a possible sale. Despite my reservations with getting any assistance from him, I tell him what I'm looking for (a sectional to seat at least seven and of lighter fabric). He proceeds to take me around to look at smaller dark colored sectionals while walking so fast that I and my one year old could barely keep up! After realizing that we were lagging behind, he turns around and starts to tell me about how one associate had just "chucked the deuces (resigned)" earlier that day and left them high and dry. He said that she started working for a law firm, and left them in the dust like losers. This next part is the kicker! He lastly tells me that it's been really busy since she left bc there were only two of them remaining (I guess the reason he watched me walk past him three times without greeting me?). He said that his last clients were a family of three (mom, dad and kid) that took over three hours to make a decision which was a longggg and draining time for him, especially bc the child was kind of "YOU KNOW, A LITTLE HYPER." I said, oh okay and kept walking alongside him. He then said "WELL, HE WAS AUTISTIC AND UHH... CAN YOU IMAGINE SPENDING 3 HOURS WITH AN AUTISTIC KID???" My mouth dropped and couldn't help but think, what if my one year old son (or any of my other children were autistic)!??? At that point I was no longer interested in purchasing anything from that store and knew at that point that Ashley Furniture could never earn my business again. I am disgraced that an associate like that could represent such a brand that I used to consider so committed to excellence and quality. ~ Your Former Customer read more

Horrible customer service from this store. Salesman rude on follow up. Store GM did not return calls. ordered and PAID for furniture in December 31 received on April 6. the poor customer service and lack of care will have me never recommend them to anyone as I have in the past. Next review is to BBB. Consumer Report is correct in their low ratings read more

My husband and I went to Ashley after having a positive experience with them over a year ago. At that time, we worked with Cody (who has since been promoted and moved elsewhere), and he was very helpful about products, clear about pricing and timelines, and clearly prioritized our customer experience. This time we worked with someone named Amanda who told us that she was actually trained by Cody, which gave us some comfort since we knew him from the previous year. We went in knowing we wanted a dining table + chairs + bench, and let Amanda know immediately which items we were interested in. She was quick to write down the items we wanted, and as we continued browsing we found a sectional we liked as well. At some point in the conversation, she asked us about if we'd moved/bought a house. After sharing with her that we did just move into a home, she disappeared, and about 5 minutes later, her manager Bree came out and told us congratulations and to make sure we took our time browsing. We knew that as salespeople, they were seeing dollar signs at this point but we didn't mind that. However, when we finally decided on all of our items, we started to get pushed on a lot of topics - paying for a "peace of mind" fee that would cover accidental damages or stains to our items, which we kindly turned down. Again, Amanda disappeared and Bree shows up again but this time interrogates us on why we aren't paying for this plan. On top of all of that, she asks personal questions to try to make her point like "well do you have car insurance? Do you have kids or plan to have kids in the future?" in a very intrusive manner. Ultimately we told her we didn't want to spend more money and we feel that we can't keep furniture perfect forever, and that's just our preference. She finally leaves us alone, Amanda comes back, and we proceed with finishing up. She let us know that we would be able to receive all of our items by mid-May and no later than mid-June for just the table bench - at this point it was early May. She told us that only one or two items appeared to be backlogged, but we were pretty much guaranteed that the rest of the items would arrive before the end of the month. Mid-May came and went without and follow-up or response from Amanda or Ashley furniture. Eventually we decided To follow up with Amanda so much husband called the phone number she gave us with no answer or call back. A few days later, he called again and got an answer and she told us she would text us with updated statuses for our items. She never texted so after a couple of days we texted her to follow up and she let us know that a few of the items had been pushed back to mid-June but that the sectional, table, and 2 chairs would arrive before June. Around this time, my husband and I received two different phone calls on different days from different Ashley associates telling us totally different information on the delivery of our items. It seemed like no one had the full story on our purchase/delivery, which was frustrating. Not to mention, it's obviously way passed the "mid-May" date that Amanda so confidently told us multiple times in the store. We finally got delivery of the table, two chairs, and sectional. The sectional was dirty (which the delivery guys swiftly responded to), and The table height totally mismatched the chairs. Since it had been almost 3.5 weeks since we saw the items in the store, we were confused but figured that maybe we chose the wrong items when mismatching them and deciding what to purchase so we had them take the chairs back and we planned to go in-store and find new ones as instructed by the woman from customer care. She let us know that she would have someone come clean the couch and that we should go to the store and let them know about the table-chair situation. The next day we went back to the store and as soon as we walk in, Amanda makes a beeline towards us and before even saying "hi" she says, "I tried calling you guys, why did you send the chairs back!? The chairs were right but the table was wrong". immediately she's blaming US for something that was clearly her mistake, as she was the one writing up the items at checkout. Not to mention, you told us the wrong delivery date, we had to track HER down to get a status update, and now she's blaming us for sending back items that we thought were an honest mistake. We explained that we didn't realize what was correct/incorrect but that we'd like to resolve the situation. She took us to some managers in the back and they basically asked her if the mistake was on Ashley or not. Her answer was "the table was written up according to the SKU that was on the table at the time but it turns out that was the wrong SKU. But I write it up according to what was there at the time." Total lack of accountability - just say you write it up wrong. Now, we have to wait until July 8 to get all the appropriate furniture that should've been written up CORRECTLY and delivered mid-May. read more

Welp. Where do I start? I went in looking for a few different things, one of which was a dining room table, and very quickly found a set that was on sale for 300. I inspected it top to bottom and it looked as if everything was alright, so I figured it was a good deal. I spoke to a sales person (who thankfully did not stalk me around the store like some do) and made the deal. They told me it would arrive in about a week and that I could either pick it up, or have it delivered for $90. I didn't think the delivery charge was out of the ordinary, so I chose to pick it up in Fredericksburg. So, two weeks go by and I haven't heard anything. I call and they say they don't know when it will arrive and to call back in a week. So, we're one week past when they told me they were certain it would arrive. Kind of annoying, but shipping can be bungled so whatever. Three weeks go by and I reach out to them again only to find out my furniture had been there for quite a while, and nobody had contacted me about it. Now my availability to pick the furniture up was severely limited (I run my own business from home) and asked that it be delivered. It was a $300 table, so I thought I was coming out ahead. They told me to expect the items to arrive between 10am-2pm on Tuesday. We confirmed that date and time over the phone. Tuesday rolls around and I miss a call at 9am on the dot stating that the delivery people are at my apartment trying to deliver my table. I'm not able to get there to let them in, so they leave. They showed up an hour earlier then I was told they would arrive, so I call the store to find out what happened. They told me that the time frame was 9am-12pm, and told me I was wrong (I wasn't) when I told them that it had been confirmed for 10am-2pm. I asked them to deliver it again and they said it would be an additional $90 on top of the $90 I had already paid for them to show up and leave at the wrong time. So, after a very rude conversation I told them that since they cannot stand by their word that I would like the order cancelled since they refused to deliver it when agreed. They told me all sales were final. I told them to transfer it to colonial heights for pick up so I can get this over with. They said it would be there within a day. Yesterday I received a call from them saying that they are processing my order, that the table would be delivered to their warehouse in a couple of weeks. I told them it should have been ordered, they said it wasn't and that they were not aware of any delivery. So, here we are almost 4 weeks into this process and I still don't have my table. I've thrown away $90 for a delivery they scheduled at a time I didn't agree to, and now nobody knows where my order is. These people are worthless and their "customer service" is a joke. I would rather eat on the floor than deal with Ashley Furniture again. Do not waste your time. read more

If I could give 0 I WOULD!!! This place is absolutely ridiculous! We ordered our furniture in September of 2020. What is today? January 18 2021! We have received two of our items and they aren't even completed. Two sectional couches each with missing pieces. We are waiting on those and a bed, tv stand, shelving unit, desk chair and desk, and a rug. We moved into a new home in June and wanted new furnishings as most people do. We have had nothing but the run around with this store. Every time I call for a status update they give me a different date when they are expecting the items to be in the warehouse. They send you to speak to a manager and they ALWAYS happen to be with a customer and they will call you back. Hahaha! No they won't, no one ever calls back. I have plenty of furniture from Ashley Home Store that I bought while living in Indiana, and I have never had an experience like this. Everyone, do yourselves a favor and shop anywhere else but here. read more

I feel like I'm piling on, but the truth is the truth. Went in on July 30th for a big sale. Bought a couch and two oversized chairs using a credit card. Didn't find out they were out of stock until AFTER the purchase. Delivery date, September 23rd, three weeks later. Incidentally, the furniture was the first display when you walked in the door, not some hidden away in a backroom or catalog. It was right up front. On the 24th, I contacted Ashley's for an update only to find out the delivery date would be the 9/5. On 9/5, I contacted Ashley's to find out the date was now 9/24. The reason given was that the factory was out of stock. I have no reason to believe they will meet that date since they have lied three times already. So, I am supposed to believe with the computer systems out there tracking inventory all over the world that they could not have known that the factory was not going to be able to deliver my furniture on time? Or that the factory has stopped making that couch for the time being but will restart in a few weeks? I call B.S. They simply want to steal your money then lie and delay until you give up and take a "store credit." I would strongly recommend you go anywhere else for furniture but here. Hayne's, Rooms To Go, Urban Decor, Salvation Army Resale, Costco. Anywhere! If you do go, do not believe a word the salesman tells you. I did something this week that I have never done before in 40 plus years of adulthood. I filed a Better Business complaint against these frauds. I am contacting everyone I know personally and all of my coworkers to tell them not to shop here ever. I am considering contacting the state's Attorney General, as well. Fraud is a crime in the state of Virginia. I will update this review when the 24th arrives. What do you think the message will be? Any guesses????? read more

It takes a hell of a lot for me to write a scathing review of a place, but I've finally had enough. I ordered a full bedroom suite from this location back in late August. My salesperson told me that although most orders take 8-12 weeks, my order would be delivered in just 6 weeks. After hearing nothing for about 8 weeks, I finally went to the store to inquire about it. They told me it was scheduled to be at the warehouse later that week and they would call me that week to schedule the delivery. Two more weeks went by and I heard nothing, so I went back to the store to ask again. They told me some parts were in the warehouse, but not everything, and they couldn't even give me an estimated date for the other. Then the next day, I get an unexpected call to schedule the delivery. The earliest available date they had was that Friday, so I took the day off work to be home during the three hour time frame. A crew showed up and brought up the chester drawers, the dresser, and both nightstands, but then informed me they were missing some of the bedposts, so they wouldn't be able to put the bed together. They had me speak to someone on the phone, who told me they would have to schedule another delivery. Early the next week, I get the call to schedule the bed delivery for that Thursday, so I take another day off work. They bring all the parts of the bed inside, but tell me that they don't have the bedposts. I've been patient up to this point, but this really pissed me off. How the hell could this company botch something like this up twice in a row? The person they had me speak to on the phone told me the bedposts were in the warehouse and they would send the crew back to deliver them the next day (Friday). So I took another day off work. And nothing. No delivery, no call, nothing whatsoever. So now it's the weekend, 11 weeks after I placed the order that was only supposed to take 6 weeks, and I have a bunch of random pieces of the bed leaned up against the wall, in hopes of one day being put together to complete this bedroom suite. I feel like a give a lot of grace for people screwing things up a little, especially during these covid-19 times, but this is gone on long enough and I've reached a boiling point. I never intend to shop for furniture here again. If you still decide to shop here after reading this review, I sure as hell hope you have better luck than I do. read more

I have been a customer of Ashley furniture for about 10 years now. I never had issues with my customer service or furniture delivery. However, I made a bedroom purchase at the end of December, and I was told delivery would be first week of February. By the first week of February I had not received a phone call from anyone regarding the delivery of my furniture. After several calls to the store, trying to understand when my furniture would arrive, I kept getting false information regarding what has arrived and what has not arrived at the distribution center. I asked to speak to the manager, I was told the manager would have to call me back; I have been waiting for the manager to call me back it's been almost a week now. During that time I called the Distribution Center for Ashley furniture. They told me that 50% of the bedroom has not arrived yet and it probably will not all be there until the end of February. I asked if the store is able to see what has not arrived yet and what date it might be there. I was told that everything they see, the store is able to see too. I was also told that the store should have given me an estimated date of at least 6 weeks out. So not only have I continually been receiving false information every time I call and inquire about my furniture order, But the Manager never called me back. Completely disappointed, they made a sale; they should at least consider keeping customers for future sales as well! Am I going to get a call back, when is my furniture going to be delivered ?! read more

I made the mistake of walking into Ashley Furniture at 6312 W Broad St, Richmond, VA 23230. My wife had to move to richmond for business. We had nothing but problems putting together an order. Why you might ask?! Because no one at this store had a clue how to take an order!!! I was told that the computers were down, LIE!! Then the covid excuse came up, LIE!! Then that the manager wasn't familiar with the Android operating system, Lie!! I made a mistake and stayed!! We put together an order with the promise it would be corrected. Another LIE!! Item descriptions were wrong and dollar amounts too. Did I mention the over the top rude cashier? Just like a lot of other reviews state, they played games with delivery dates. It took over 9 months to receive everything!!!! Nurmous calls on my part, when I realized "customer care" doesn't care and has no power at all!! Dollar amounts are still wrong 18 months later!!!!!! Oh, I had to cancel the bed order after the wrong one was delivered. And only a headboard was delivered! I was told it would be picked up with the next delivery. Of course that was months after expected and the delivery company said they deliver and don't pickup!! It finally was months later. At this point I have had to put in a dispute 6 times with the Ashley card by sincrony bank. The store doesn't respond and the card company takes it out of dispute. Because of covid, and business on my part in California, I wasn't able to return until now. The furniture is, I'm trying to say this without obsenities, GARBAGE!!!!!! I can't tell you how dissatisfied I am!! Honestly I could have bought this quality of assemble at home "Furniture" at the local big box home store/center!! The TV Stand we received and the two bookcases to go alongside are camlock assembled!! With the numbers and letter stickers from assembly still attached!! NOTHING LIKE THE STORE DISPLAY!! I have two choices at this point; File a court case. Or chalk it up as a mistake, pay off the card, and never do business with either ever again!! If your near this location I was unfortunate enough to walk into. And are looking for furniture, there are several other more professional pass nearby. Trust me and all the other reviews, DON'T DO BUSINESS WITH THIS COMPANY!!! read more

I wish I could give this place negative stars for my experience at the Broad St location. I bought my bedroom and living room furniture from there in early July. When I bought them, I told them I am signing my lease on Aug 19th and I need my furniture then. Here it is August 18th and I never received a call or email about my pending delivery. So I call the store and I was informed that they don't deliver on Monday's. Since I told them the date I needed was Monday. Why was I not informed of that then?? So I go to the store and I was told that the earliest I can get my furniture is Saturday the 24th. So am I supposed to sleep and watch tv on my floor for 5 days??? So I left and went to another furniture store and bought from them and they can deliver on Tuesday the 19th. I go back to Ashely on Broad and I was told they don't cancel orders. So the "manager" slipped me a piece of paper that was supposed to have the customer service number on it call was actually a slip of paper with the distributor center number. I haven't received nor will I receive my furniture anytime soon. I don't see why I can't get the order canceled and get a refund since the store messed up my delivery date. I will never deal with this place again. Horrible customer service. read more

Alex was wonderful!! At first I was not optimistic, when I arrived the show room was empty of employees. Alex then walked up introduced himself and was great. I had a very specific style I was looking for. He showed me every option that would fit my needs. I will be looking to him for all of my furniture needs from here out. He made me feel good about my decisions and like I was working with a friend not a sales person trying to upsell everything. read more

None of the 3 cashiers were wearing masks when we walked up, 1 of them saw us looking and eventually put hers on but the other two had they're masks covering just their chins for the entire time they were checking us out (which took about 25 minutes even though we only ended up getting a candle holder). Not only were they not being considerate by not following proper safety protocol, the woman checking us out literally put her finger in her nose immediately before taking our credit card. I felt so bad for the sales associate who was clearly also exasperated with her clueless coworkers. won't be going back read more

I have purchased around $5000 of furniture from Ashley in the past month. One of the purchases was a fire pit table with 4 chairs. The salesman told me that they could not wait a month to deliver it to my new address at the same time as the other pieces because it was the last floor model on closeout sale so I had to take it as soon as they could deliver it so I had it delivered to my place of business. When I was ready to move into my new place my son and I moved it in. The first cool night my girlfriend and I bought a propane tank, hooked it up and were looking forward to a little warmth while sipping on a glass of wine but the igniter did not work. Very disappointing. The next day I called Customer Care and the girl flatly told me that since the table is at a different address now than where it was delivered that the one year warranty was voided and it would cost me $29 for the part and I would have to change it myself. I was in disbelief so I asked to speak to a manager and she told me that the manager would say the same thing. I told her to transfer me anyhow. I was on hold for 25 minutes then finally pushed 1 for a return call which never came. The next day I went to the Broad Street Store to complain and they told me to call Deannie in Customer Care and gave me her direct extension. I tried Deannie and her mailbox was full. I called back to talk to anyone and told the girl that answered that I wanted a return call from Deannie. That was 7 hours ago and still no call. I tried Deannie again and again throughout the day and her mailbox was full all day. I've spent way too much time on this issue to No avail and cannot believe that Ashley will allow a $29 part to turn off a loyal customer potentially forever. Needless to say - I'm beyond frustrated.... read more

We ordered a new dining set. The salesman and manager were very nice and very helpful. However, we were told it would take 6-8 weeks for delivery. This seemed a little too long however we went ahead and ordered it. When it was delivered it was supposed to be a table, 6 chairs, a buffet and china hutch (9 pieces), but it was delivered as 8 chairs and a table. The store manager said the order was input incorrectly and had it redone. He called and said the china/buffet would be here on Nov 20. Well, it hadn't arrived so my husband called and was told it would be delivered on Saturday because they couldn't fit it on the truck today. Your whole logistics systems needs to be looked at. Shipping shouldn't take this long and there should not be all these problems. Oh, also, when we first called the shipping dept it said noone was there to leave a message but the mailbox was full.....gee, I wonder why? read more

If I could give less than 1 star I would. I ordered furniture over a month ago and was told it would be delivered on the 21st of last month. I was then called and told it would not be in until the 13th of October. I called today to check on the progress and was told the earliest possibility is now the week of the 18th of October and they can't tell me when I will actually get it. Turns out the sales person lied to make a sale. When we told him that we needed the furniture by a certain date he said we would get it, knowing it wasn't available. I will not shop at this store again, the customer service is terrible. No other furniture stores in the area had issues providing products and the furniture is better quality elsewhere anyway. read more

If I could give them zero stars, I would. I wish I would have read the reviews posted before me as it would have saved me a lot of headaches. I ordered a couch from Ashley Furniture in June and it was delayed multiple times over three months due to Covid. I never received a call to inform me about the delay--I always had to call to ask where it was. But that's not the worst part. Last week my couch was delivered but they brought the wrong piece. Since then, I have called them every day to ask where the piece is and every sales person is incredibly apologetic but NO ONE HAS ANY ANSWERS. They continue to say that they haven't heard back from Logistics about the location of my piece. I have left multiple messages with the manager, Shawn Jones, and I've never received a call back. Every sales person has continued to tell me that they will find information and call me back and they never have. They have my money, and I don't have my couch and no one seems to care. This is truly the worst company I've ever come in contact with. Run. read more

Purchased $1600 power loveseat April 2019. Within few months the padding was shifting causing change to seat as well as leg rest. Was not able to address this until Jan, 3, 2020, after my late spouse had passed. Called store, they stated I needed to pay an additional $75 before they would send someone to see what was wrong. Please Note, I had also paid an additional $200 for warranty. I paid the fee, they sent a repair person. Ashley's ordered a replacement leg and seat cover three times, one had padding, two did not. Each time a different repairman came to install and found the fabric covering the replacements did not match the original loveseat. Last effort for replacement was April 2020. I filed complaint with BBB after repeated attempts to speak with the service department, where emails, or phone calls were not returned. Responder to BBB, from Ashley's, said there was nothing they could do since my loveseat was well over 18 months old and manufacturer had changed the fabric composition. This is inaccurate, since I had been paying and filing complaints since Jan 3, 2020 when the loveseat was 8 months old. The poor, disappointing quality and the lack of customer service, no matter the level it was escalated to, has been an expensive lesson learned. Invested $2000 with cost of loveseat, warranty and delivery, will need to be removed, at additional cost, to the dump. Avoid Ashley's no matter how good the value seems. read more

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