Terrible customer service ! Bar stools are falling apart as well as dining table chipping. Have called too many times , always being put on hold, and then when I do speak to someone they say will be in touch. Way too much money spent and they don't follow up or care about your concerns. shame on y'all! read more

Paid $399.99 for a mattress in a box on 6/19/18. It was scheduled for delivery two days later. Two days after that it went on sale for $199. I called the store to ask for a price adjustment. After a visit to the store and a telephone message from the manager I was told that because the mattress had been delivered that i could not receive a price adjustment. I asked if they knew when i was in the store that the mattress was going to go on sale in less than a week and they said yes. i told them that this was very unfair that they did not inform me or I would have waited to save $200. I feel that any other reputable business would have made the price adjustment.. Do not buy from Ashley Home Store. read more

I bought a new dining set from them, and in fairness the table and chairs are very nice. However, the table was supposed to come with a "bonus bench," but no bench came with the table when it was delivered. When I called the store, they said the bench costs extra, which was absolutely not my understanding when I bought the table. I was told the manager would call me back right away to discuss the matter, but almost two days later nobody has called. I am upset 1) that it wasn't made clear that the bench would cost extra when I was in the store and 2) that nobody called me back when they said they would. I recommend shopping elsewhere. read more

I can see why they only have 1 star. My experience with Ashley started off pleasant but I wish I would have read the reviews prior to purchasing. I made a purchase February 20th and told them I would not be needing the furniture until April 14th. I contacted the store the week before trying to get a hold of my sales rep and he never contacted me back. When I finally am able to speak with someone, they told me my furniture will not be in until April 17th. I called on the 17th and they stated all of it is not in yet but did not provide an eta. First the communication sucks, you would think someone would call and let me know that my furniture that I spent over $2000 for is going to be late. 2nd I don't even understand why it's not in when they have had almost 2 months to order the furniture. It's really upsetting that I'm in my home without the furniture that I purchased over 2 months ago and don't have an idea when it will be in. I have never had this probably with rooms 2 go and Haynes and I'm really regretting that I didn't go with them like I usually do. ** Update 5/16/2018** Changing my 2 stars to 1. I am highly upset and disappointed with Ashley furniture and I will make sure to let everyone else know of my experiences as well and to not do business with them. I'd rather get furniture from Big Lots than to deal with Ashley. I finally received the sectional and coffee tables that I purchased after calling multiple times and being given numerous dates the delivery was smooth however I was not given the opportunity to inspect my furniture prior to. I still do not have my dining room table. I think that is ridiculous being that once again this order was placed in February. I feel that they and their sales associates use unfair business practices to make a sale and I should have been advised by Danny that my furniture would not arrive by the date that was promised to me. I was also advised by Pauline that it would be here by Mothers day yet here we are. They have had plenty of time to place and receive the order and it should not be going on almost 4 months that I do not have my dining table. Holidays have come and gone and my family and I have to eat on the floor. Had I known it would not be in by the time I moved to my new place I would have gone elsewhere. I still do not have my furniture and expect to be compensated. I will also leave a comment with the BBB about these unscrupulous selling tactics. How is that the sales agent has received compensation for this purchase, I have been billed for this purchase, yet I don't have what I have paid for. Unbelievable. read more

I am typical not the type to have a negative perspective, but DO NOT buy anything from Ashley Furniture. Despite spelling my name wrong on the account and never fixing it, I opted to buy the 5-year warranty so that I could "have my furniture replaced" for normal wear and tear, etc. Here we are into the 3rd year and I am trying to get my furniture replaced. The representative first told me she didn't know who I was supposed to contact about the warranty, but it wasn't her. When I looked the information up for myself, I contacted the correct personnel. The lady could not locate my information through the addresses (billing or delivery) on file, my name, or my SSN. She told me she needed the receipt order number. How is it you have ALL of my information when I brought the furniture, yet you can't find it when it gets paid for monthly?! A receipt from 3 years ago?! You've got to be kidding me. I wouldn't recommend anyone to buy anything from Ashley Furniture. I would empty my bank account just to have the account paid off so I would NEVER have to deal with them again. It's truly not worth the headache or the hassle. read more

We purchased a living room set to include a sectional sofa, coffee table, 2 end tables, and TV stand in November 2021. We were told at the time of purchase that our sofa would be delivered in December and the rest would be delivered the first week of January. Our sofa arrived with no issues, however in January the store called to inform us that they sold out of our TV stand after we had already paid in full for the product and delivery. We decided to purchase the only one that was left on the display floor. At this time we were told the rest of our furniture would be in at the end of January. When I called on January 28th I was then told our delivery was pushed back to February 14th. Today, 2/15 when I called, I was told we were now looking at delivery being March 28th. I understand that there are current supply chain issues, however, this company clearly doesn't believe in transparency with their customers. When I called customer care today I was told the two items that were in could be delivered but when I was transferred to schedule it the call was sent to a voicemail. Then when I called back and asked to speak with someone else, my call was yet again sent to a voicemail. Now I'm being told that they will not deliver our 2 items which are fully paid for until our other 2 items are delivered at the end of March. Completely ridiculous and we will not be recommending nor shopping with this company for future purchases. read more

I want to give a big shout out to Sergio! He called us after hours after we called earlier in the day with no answer. He gave us an update on our furniture. Thank you so much for going above and beyond to make sure we got a response the same day! read more

Ms. Ferrell, I am confused by the invitation to contact your business. You are the main person I dealt with for several months. My concerns were clearly articulated in the numerous emails we exchanged as well as telephone conversations we've had. Despite these contacts, my concerns were not resolved. You were made aware of the issues and my dissatisfaction. However, your company still closed my case. Unless you are sincerely willing to review my case and resolve it to my satisfaction, I do not see how contacting your company - again will help. read more

I, like most of the people here, would love to give this place a zero. I bought a sofa and it was delivered to my apartment. The two deliveryman decided they couldn't fit it into the stairwell (normal sized, not anything unusual). Fine, we go back to the store, they want us to exchange, but there wasn't an option that was smaller in what we were looking for (a multi piece sofa). The sales rep tried to sell me a recliner multiple times... Of course!!! I definitely want that after purchasing a SECTIONAL SOFA... Anyway, I ask for my money back, they say they can process a refund and then never get back to me. My roommate and have called three times and have not heard anything in a week. I just wanted a couch, man. I can't tell if I'm being ghosted but damn if being ghosted by a furniture store isn't the 2020 vibe. Anyway, f*ck this place, give me my money back. read more

Their delivery service lacks! They give you a window with a nice little tracking option so you can see where there are in relation to your home. BUT they don't even bother to update it. In order not to lose too much time from work, we were monitoring the tracker. Get a phone call and they are at our home (tracker showed they were at stop 8 and we were stop 13). Fly home to find they have left - they wouldn't wait 15 minutes for us to arrive. We call the driver's number twice and get no answer. Call customer service and wait on hold then get thrown into voicemail twice. Over two hours later, we still don't know when we will get our furniture. But we do know we will not be paying the $169 reschedule fee! read more

When entering Ashley's were greeted by Mr. Ricky a wonderful salesman. He honor and helped us with what we were looking for. Allow us to look without pushy us to buy something. He wasn't right on our footsteps when looking but wasn't to far if we had any questions. A wonderful saleman! After getting everything we wanted he led us to Mr. Chris the store manger another wonderful man. He was very pleasant and respectful. We had a wonderful experience at Ashley's wouldn't go elsewhere. Thank you all. Ms. Anderson read more

Never.. Ever. Again.. and I mean it this time. The sales staff was respectful.. I have no problem with them. But I'm going on three weeks since my chairs were supposed to arrive.."They're still on backorder". This visit started with the purchase of a bed, mattress and two chairs for our dining room table. We were told that we were required to pay a down payment. I already had an account, plus I have already bought furniture from them last year. So why should I pay a down payment? It turns out that they require people to pay a down payment to cut down on the number of folks who want to return stuff. It's a big problem for this store. According to the manager "People are more committed if they have some skin in the game". PEOPLE WOULD BE COMMITTED IF YOU DELIVERED PRODUCT AS PROMISED! The bed was delivered a week later than promised. WITHOUT THE MATTRESS. When we called the store that day, we were told it would be another week before we could have it. We informed them that they could just come pick it all up then, and cancel the order. Suddenly they had a mattress! Surprise. Surprise. They dropped it off at the door. Two weeks later I still don't have my chairs, despite the fact that we ordered them 6 weeks ago. What a terrible company. read more

Not happy at all! Ordered a couch July 5, paying the price in full, which included what I consider to be a very high delivery charge. Today is 8/29 and I still have not received my couch. I had originally planned on going back and purchasing additional items once I move into my new home, but after this experience, I will never go back again. This was the first and last time I shop at Ashley Homestore. read more

Customer Care Team: I had the worst Customer Care experience with Ashley HomeStore. I was delivered the wrong table to start with, and the driver who delivered and set up the TV stand didn't do a nice job by having screwed the retaining clips for the back panel too tight, most of the screws pulled through the plastics and the panel is barely hanging there now. I called this morning to let them know I have to take time off from work to wait for someone to deliver the replacement table tomorrow and I would appreciate it if they could schedule to deliver the panel at the same time so I don't have to try to take time off some other time again or if they could let me know when they would schedule to deliver the panel, I was told someone would call me back but no one did. I called again this afternoon and after a few long holds was told they don't have any information for me for now. Both ladies I talked to today were cold and flat without any human aspect and without any empathy, and they sounded so impatient and icy. A line like "I am sorry this has happened" with some care would have helped greatly, really. I understand that it is a horrible job but if you do not care about your customers or your service you provide, do not take the job!!! I will not recommend Ashely HomeStore to anyone because of their poor Customer Care team. Not worth it! read more

I'm so disappointed in our last experience with Ashley. We have been long time customers and have bought most of our furniture from this store with no issues. In Aug 2019, we purchased a bedroom set and mattress. We were not going to buy a mattress from the store but the manager said he'd "give us a deal" and kept on dropping the price. We finally agreed to purchase a King sized mattress from the store. We specifically said we wanted a Mid-firm (NOT a firm) mattress. He ordered a firm. We did not know this until the first night we slept on our mattress. The next day (Sept 4, 2019), we called Ashley right away to try to get the correct mattress delivered. It's now Sept 17th and after we had to call multiple times because no one was calling us back; we were told they will not do anything for us. We are stuck with what we have. I can't believe they will not admit their mistake and make it right. We asked to speak to the district manager or someone higher than the store manager. They said that was against policy and they could not give me that information. I have never dealt with a company that was manipulative like this in their sales practice. I will never shop at Ashley again. read more

I guess I should have read the reviews before I purchased my couch and chair. First I was told that it would be delivered on 11/20, then I was told that it would be delivered on 11/26, then the chair came without the sofa and now I'm being told it will be delivered on 12/07? I guess I won't hold my breath on that one. read more

If you can wait 6-8 weeks for your furniture, then skip this post. If you need stuff now and you're taking a 'deal' and told you may have to wait 2-3 weeks at most for it to be delivered, be very, very hesitant. It took almost 8 weeks for my furniture to be delivered...when I was told face to face by the salesman, "it's 2-3 weeks max...no one ever has to wait longer than that." Hate to bash businesses like this, but I was pitched a deal and def took the bait. Their prices even with these deals are still very high. Price shopped after purchasing (which if you cancel your order at any point is like a 25-35% charge of total order $) all of my items I found online at the same or lower price, though delivery and shipment was separate. Lastly, it's kind of awkward that they have you do a customer service survey with the delivery drivers present over the phone. Obviously that's an uncomfortable and pressure situation...and it's not the two guys that delivered it's problem. They were actually the best part about the experience. Both very nice and helpful putting everything together, in and out within 15 minutes. So I had to resort to using Yelp to leave my true experience. Again, if you have time, this is problem a "4-star" experience, if you don't, please consider all your shopping options. read more

I've only had my mattress for about a month and am pleased with it. It is the Ashley brand pillow top, I hope to update this after a few years to comment on how it stands up. There was no answer as to how long this mattress would last. I was highly displeased with the customer service. The sales person told me shipping would be $90 and it ended up being $140, which I later returned to the store to settle the dispute. Before going to the store, I looked online and the mattress was significantly cheaper. I returned to the store and got my $300 difference back from online and I store prices, however it wouldn't have mattered if I had the correct price to begin with. So tips: ALWAYS look at the online price before you purchase anything. They will honor it. read more

AWFUL! We ordered a kitchen table, and when it got delivered, there were CLEAR spots and marks all over it. The delivery guy was trying to convince me (since I was by myself) that this was "just how the wood is" and that there was nothing wrong with it. He then sat there and tapped his foot and huffed and puffed while I examined it more, as if I was wasting HIS time. Then, when I said that I want to send it back, he got extremely irritated. I then asked him if we would get another delivered and he said "well not today" in a snarky tone, and then said I ... I!!! would have to call the store and figure it out. TERRIBLE experience and extremely rude delivery man. Not happy at all and won't be shopping here anymore. read more

I purchased bed and dresser february 25 and the sales man told us it's going to be delivered in 5 days and I'm still waiting for them to call for delivery . I'm just about to cancel this order read more

We bought a powered sofa and a loveseat without power for the living room. Within a couple of weeks, you could see wrinkles in the leather where you sat on the sofa. The love seat is fine. We contacted customer service continuously, sending pictures, etc, until, finally, they sent out a guy to fix it. He said it needed more padding under the leather to prevent wrinkling, and took pictures. He said once the padding was in, he would be back out to fix it. Well, we waited...and waited, and no one contacted us. We finally call and get someone that tells us it won't be fixed because it is "wear and tear." That is totally ridiculous. If that is "wear and tear" after having it for two weeks, the product is inferior! I wrote a review at Ashley and they wouldn't post it because it was a customer service issue, they said. read more

Well my boyfriend and i went here looking for a sofa table for our apartment. Furniture is beautiful we did find a piece we sorta liked but it was so expensive, even with their sales it was still 400. The sales person was super friendly at first but hovered the whole time when we just wanted to look through and chit chat about the furniture. Ended up being me, my boyfriend and the sales guy. Was almost a little overwhelming and felt obligated to buy something i didnt really want. Also, i did think about coming back to purchase until the sales guy before we left started talking about my cats and after i told him i dont believe in declawing them he said that unless their outside cats who care. Last but not least we were on a conversation and he said " what are you stupid" and laughed like it was a joke but personally that killed it and i couldnt wait to get out of there. read more

Do not be fooled by the sale signs. Make sure you are getting almost 1/2 off the original cost. It's the Home Store version so the prices are supposed to be better. Check between the different Home Stores in the area, they can give you different prices. Buying multiple items really doesn't help the price in these cases, they are not much for dropping prices below what they tell you. Furniture looks great in store and very nice set up. Definitely spend the money for the best furniture there, their cheaper items are exactly that-- cheap. Definitely a look for everyone (modern, contemporary, traditional) but not very many choices. They do not change their inventory much so that's both a good and a bad thing. If you ever want to get the additional pieces, you can return within the year and it should still be there, but that also means if you didn't see anything the first time, you won't see anything new and your things may NOT be original. Sales people everywhere huddle, that's their job. Just let them know you want to look alone and that's it, alone you are. Just pass up the one that seems uninterested when you bring up another subject (such as the cats story from the previous review). Delivery will take up to 8 weeks, make sure you know this. And the 5 year warranty is included in every purchase-- so don't pay for it. Delivery should only be $75-150. read more

I bought a mattress and it's feels very comfortable however it causes great frustration after while because it traps heat to the point I toss and turn through the night. I thought I was going through menopause (not at all). I haven't purchased a mattress in about 10 years so I thought I did all the necessary research and asked the necessary questions about this type of mattress. However, I miss the part about foam memory/gel mattresses and how they trapping heat. I expressed to the sales rep it has been a while since I bought a mattress so you would think he would have warned me about this frustrating issue. Now I have to search for the best cooling mattress pad to sleep better (if it will even make a difference). Hopefully I'll get a response from someone with suggestion through this post. Calling customer to inquire would be a waste of time. Time wait is horrible and a lot of rep s can not seem to address the issue at hand therefore you would have to request a supervisor. Plush is not always better without knowing all the facts! Sales rep so better! read more

Never again. We bought our sectional from Ashley last month. It was supposed to be delivered on June 27th with 4 pillows. June 27th we call and they say it won't be in until the first week of July.. Then after getting a district manager we were able to get our couch three days late on June 30th with 2 of the 4 pillows. Here we are now at the end of July still without 2 pillows and now they say we will have to pick them up at the store and won't deliver them. read more

Still have not been able to contact anyone or get this issue resolved. Wen you call the phone number the voicemail says its full and you can't leave a message. I've emailed customer service several times and haven't gotten any responses. read more

Still waiting on my couch and dining set.. purchased on Memorial Day Weekend(almost 2 months ago)!! I was never told a piece of the couch was on backorder until I called to see what time delivery was scheduled for that day. Also, they will not deliver my other pieces until all items are in (apparently it's okay you don't have a couch or table for 2 months). They refuse to give me my money back even though they haven't provided me with my items I ordered on 5/30. Nothing else in the store looks like the items I choose and I don't want a store credit. Now today, I have sat home all day only to get a phone call stating nobody was answering the door.. I spoke to 5 different representatives over the past 4 weeks explaining the address had changed and nobody fixed that either. They refused to deliver to address that should of been changed 4 weeks ago. So once again I'm still waiting on my items to be delivered!! I cannot believe a business can conduct themselves in this manner. Never will I purchase anything from Ashley HomeStore again and you shouldn't either unless you have months to wait for your furniture, you want to do follow up on estimated delivery dates, get multiple calls from different associates with incorrect information. So done with all of this... Ashley HomeStore you suck.. read more

We ordered a dresser that was supposed to be available in a week. Several weeks later it arrived. We picked it up from the store in a box which appeared normal. When we opened the box the item had been severely broken, it appeared to have been dropped off a forklift. Drawers were at 45 degree angles, entire frame was shattered and damaged. Upon calling we were told replacement would be no problem, however two weeks later they are informing that because the damage wasn't reported within 48 hours they could not replace it (we did not open the box immediately). Nowhere in any terms and conditions does it list a time period. Two weeks, multiple pictures, and many phone calls and emails later, I still have no good response from them. I will not be purchasing from them again. read more

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in 2012 I purchased a $ 2000 leather sofa set among other things all over $ 4500 in one day. I opened a credit card as well, but when I try to used the Warranty that I purchase as well for 5 years that I was offer and told that anything wrong with the sofas all I had to do is call of course when I try to used it I was told they wont cover peeling of the leather sofas only if something is broken with that being said (Never Again) will buy Warranty or anything else from Ashley very disappointed read more

Our sales rep in Richmond, VA was amazing - Coya I believe was her name however it's been so long since we started this process back in November that I'm not sure I remember however, my husband and I were very excited about our new bedroom suite but unfortunately that's about the only positive. First delivery was the day before thanksgiving. Delivery crew decided they couldn't fit anything up the stairs so nothing was actually delivered. Second delivery- different team who actually TRIED- all but 1 dresser got up the stairs (which was fine, we found another place for it) however one dresser was missing a knob. This was in December. We were told a knob could not be sent to us until March- for a simple knob! We ended up getting it from the demo in the store but sure enough in March, knobs were delivered so kudos for being accurate on the time there but, why such a slow turnaround for simple knobs?!? In February we realized the delivery team put our bed together wrong - very sloppy with the screws - bc it BROKE. Yes, our bed broke. We attempted to use the warranty we bought however we were advised to contact the customer service since this was a manufacturer problem. I will spare the longest complaint ever to say that I spent most of my third trimester sleeping on a mattress on the floor bc it's taken MONTHS to get this matter resolved. The broken side has been fixed but the repair man did agree that the other side needed to be replaced as it was assembled incorrectly however we only had 1 panel to fix so... back to multiple phone calls and messages with no response from anyone. Fast forward.... they sent the same repair guy out 4 days ago. His work order claimed that they had sent us the panel (which they didn't) so he was unable to do any work since he also didn't have the panel. Then we were told a team would be here today between 12-3pm to fix it and here we are at 4:30pm and no one has showed up and no phone call has been received. When my husband called for the who knows how many times it's been... they replied there was a "glitch in the system and that no one was coming today." No phone call, no nothing. We cannot catch a break. FYI- I'm now 39 weeks pregnant and dealing with a broken bed is the LAST thing I should be worrying about. I will never buy anything from Ashley furniture again nor will I recommend it to anyone else. Words cannot express our frustration and anger towards this whole process. read more

Terrible customer service, unresponsive, and take no responsibility for their horrible business model. Rescheduled our delivery 4 times, didn't return over 7 phone calls, spoke with manager and manager didn't return call. Took over 30 days for delivery and absolutely no communication. When I did finally get ahold of someone they used generic excuses and reasoning. Horrible experience. Will NEVER make a purchase from any Ashley's store ever again. Buyer Beware read more

Just purchased a couch and an ottoman from them on Sunday February 10th. I went to the store on Hull street first, and explained I was looking for something that day. They showed me the clearance section. I did not see anything I liked back there so I shook hands and was informed that their Colonial Heights store had a huge section of clearance items. I went to the Colonial Heights store and was greeted by Willie. He walked me around and showed me the clearance section to. I couldn't find a couch I liked in the clearance section there either. I told Willie I would walk around myself and come get him when I made a decision. I found the couch I really liked and laid in it for a minute. Willie disclosed all of the information that I needed. He explained that they have been averaging 2-4 weeks on furniture but it could take up to 8 weeks. I really like knowing all the facts before I make a purchase. I decided to purchase and wait for the couch I liked. I asked Willie if I could purchase one of the ottomans in the clearance section to go with my couch. They both matched so I was excited to get a better deal on the ottoman. Willie gave me a great deal on the ottoman and the couch. I got a really good rate on delivery as well, much better than Haynes. I am now awaiting for the furniture to be delivered, should take 2-4 weeks. If things go south I will edit or write another review to reflect, but I suspect things will go very well. I had a really bad experience with Haynes and demanded my money back. I will be going to Ashley furniture from now on. read more

This is my first time buying at Ashleys they have decent selection of furniture. I went in to buy a dinning room set I had seen on sale it was Merkel at $295 so I figured I can go get it pick it up myself and build it at home ( Since I'm a handyman any single ladies interested let me know wink wink) To my dismay it's only a "showroom" I have to order it there then pay $89 for shipping and assembly so that $295 turned into almost $400. I wasn't happy about that. I will say it is a decent set but buyer beware. I saw a similar set cheaper quality somewhere else and decide to cancel my order Ashleys told me "all sales are final" so if your going to buy something there MAKE SURE YOU DO YOUR RESEARCH AND LOOK ELSEWHERE BEFORE YOU PURCHASE HERE. You will not be given your money back. I am happy with the set but I could've saved myself $200 if I did my research. read more

I just want to let everybody know about my experience was awful. The sad thing was I didn't do my research first because if you go take a look at their reviews, I'm not the only one who had a bad experience. We bought our furniture in September, they first said we would receive a phone call to schedule the week of October 26th. Before we purchased the sofa and loveseat we asked them specifically if it will be in before Thanksgiving, they said yes. They called us and said there is a delay it would be ready the first week of November. First week of November we heard nothing so I decided to call see what's going on, they said it got delayed November 12th, then November 24th, then December 1st when I went to complain at the store, they told me they would have at least one of the pieces this past Saturday. We got the text message and waited from 11am till 2 pm nobody came, no phone, no updates so I decided to call and they told me they won't be able to come because of some safety issue. I go back to the store, the manage offered a $100 in store credit and promised that they would have my furniture (cause all of the sudden the furniture is ready on the truck) by Monday today, I was asking to just go ahead and cancel it. The manager refused to cancel my order and told me I cannot cancel it. I was furious, upset, and on fire. So today morning I received a phone call from Ashley HomeStore and they told me that they won't be able to send my furniture out to me. I went back today, I finally got it canceled hopefully . They can't cancel orders in store they have to submit a request to corporate in order to cancel, so I should be getting a phone call from them 3 business days(at this point I definitely don't trust them). This was my first, last and worst experience ever. I understand it's a pandemic going on, but there is no reason for putting a customer through all this. This whole experience caused stress, frustration, and just anger for no reason. (It usually takes a lot for me to get angry). If they just could have been honest and give updates, but no I had to keep calling and keep coming into the store to settle everything. Makes no sense at all. If you can't make the product in time for the customer to purchase then don't sell it and make the customer wait months to get it. Instead tell them it's gonna take a few months, be honest and up front. It's definitely misleading, I understand if it got delayed a couple of weeks but not this long. read more

The worst place to do business! We bought a bedroom set and loveseat and couches from them! Bed frame was delivered without a center support, which the delivery guys didn't bother to tell us! After sleeping on it for a week, and getting severe back pains had to make multiple calls to customer service department, who asked us to take multiple pictures. Even then no one told us about the issue. Then they sent the parts 2 months after complaining, with a center support! We bought our own slats to help the situation, and when I asked them about refunding the money or any compensation for the inconvenience they caused, they said they would do nothing! The love seat we bought had a manufacturing defect on day of delivery and after a month, they sent a 3rd party vendor who readily admitted he didn't know what he was doing. He made the couch worse that it was, and Ashley refused to take responsibility at first! 2 days after the "technician" "fixed" the issue, one of the legs broke off while we were sitting on the couch!! So we've been without a couch for 2 months and still no replacement!! Worst customer service! read more

Very disappointed in this store. I came to this store to buy a chest of drawers with my husband 7 months pregnant and luckily we had family in town to help us move it in. It was on sale and we had a U-haul on hand (from my family doing yard work the day before) to pick it up and bring it home. We headed over to the Ashley Furniture ready to pick up the floor sample and instead were told that we needed to order the piece and that we could pick it up an hour away or we had to pay a ridiculous delivery fee. Basically the store told us that unless my husband and I could pick up the furniture ourselves (and again with me 7 months pregnant) that we had to pay a fee. It's not a huge amount of money, but sometimes it's nice when a store shows some compassion and meets the customer halfway. This store sucks and we won't be coming back. read more

Good afternoon. To say I am disgusted and disappointed with the service I was provided by your Richmond Va store is an understatement. I bought myself a in 2016 along with the protection plan that they insisted if I was going to have children to purchase. I went ahead and purchased the extra protection they are some tears and the leather part of the sofa I called to make a claim with montage they stated they will not cover this. I paid a lot of money for this sofa and to say that they will not cover what was told to me during the purchase of the extra warranty is an absolute disgrace I will make sure to post on every social media forum not to purchase anything from your from Richmond Virginia. Along with writing to the Better Business Bureau about the horrible customer service I just received. read more

I had the best experience with the store today. The movers lost the brackets for my dresser. I called 3 Ashley stores (Newport News, VA Beach and Columbia SC) who were of no help without a model number. I called this store, they immediately ordered the part and waived the fee since I was military. Moving is stressful, but she made the replacement process an easy one....and was very polite about it. Thank you so much! read more

Please save yourself the trouble and headache. Ordered two couches, one arrived damaged with the fabric on one arm not even attached after EIGHT WEEKS of waiting for delivery. They wanted to staple the fabric to the couch, but you could tell the couch had other defects. I asked them to please take it back and just order me a new couch. If I pay for new, I want new, not repaired. Here I am two weeks later, got the second couch and guess what? You can see the stapled repair. I didn't think to check while the driver was here since the couch was wrapped in plastic. I just let them unload it while I did other things and let them go. Now I can't get anyone to speak to me to return these couches. After several conversations to get the repaired couch and making it extremely clear that I wanted a new couch, I can't believe they sent the same broken couch with staples in it. If that's how they do business I'll just shop elsewhere. No credibility at this store. Now here I am, ten weeks since I paid them in full for this furniture and I have nothing to show for it. I'll be going to a different store for a replacement. read more

Terrible customer service experience . . . Ordered merchandise from them in Auguest and still have not received it in December. Called their distribution company at least 5 times and never got a call back. Was told by an in-store rep twice that I would receive a call back and did not. read more