The store itself is fine. Ashley's furniture has quality items. It's the lady that works there trying to sell you everything in the store that makes this place unbearable. I wish I could remember her name.. she's older with dark hair, and glasses that sit on the tip of her nose. She may be a manager. I know she worked at another furniture store that closed down. Anyway, this lady is so full of herself. We've dealt with her multiple times now. This last time is the last time, though. When we were buying our item she told us halfway through the process it wouldn't come to us for over a month. It was a bed/"hybrid" mattress combo. I kind of wanted to say "forget it" waiting that long, but of course Ms. commission pay kept letting us know that we wouldn't find a better deal anywhere else(full of it). We knew better, but my wife had her heart set on it. So I said ok for my wife, not because of anything the lady was telling us. She makes it well known she's getting commission pay. She lays it on thick. Runs up to you the second you walk into the store. Talks to you like you don't know anything. She'll act so nice to you up until the point the transaction is over and then she goes back into don't-care mode. She acted so rude to my wife on the phone when my wife missed their first call early one morning a couple of days before delivery. My wife is a elementary school teacher. She has a class full of kids she's trying to teach. She can't always just answer a random call in the middle of that. She made sure to go call them back in hardly no time and the same lady answered with an attitude because my wife missed the first call. When my wife asked her a question about our delivery the lady was really rude about it. Her tone was just ridiculous. I'll never deal with her again. So the bed arrives. The mattress itself doesn't look like the picture shown. It was a lot lower. The guy who set it up and put it all together was so nice. I'd buy from him before I'd ever buy anything from the lady in the store again. He was honest. He let us know that there was a stripped screw, and he told his supervisor, took a picture of it so they could get another part out to us quickly. He kept apologizing to us for having to wait so long without a bed, which wasn't his fault at all. Also, he told us with these "hybrid" box spring mattresses he's noticed they we may still want to get a foundation for underneath. He said it would rise up more in 24 hours from it being in a box, but you'll still probably want something underneath to help raise it up more and support it. The lady in the store never said anything about that, just they were "nice". So now we have to buy a foundation to put underneath so it can set up how the picture showed, and so we're not almost on the floor. The only reason I'm giving this 2 stars is for the guy who came and put it together. He was awesome and honest and informative. He gets all the credit and should get her commission pay as well. All I'd ask is if you do plan to use this store please do your own homework and research on the item(s) you're looking at. Don't put it in the staffs hands. Don't let them talk you into anything. They truly don't care. They're only concern is getting the sale. If you find an item take the time to do your homework on it. Cover yourself! read more

Bought a king sized mattress in January. Very happy with the sale and great information, customer service up front. Had to wat a minute for delivery. I was actually quite distressed because delivery was scheduled after a planned family visit. I called Krystal, expressed my concern and the importance of an earlier delivery yo prepare for out of state guests. Kyle, the manager scheduled a special delivery and sent a truck to Roanoke to expedite delivery to our home. We love the mattress. It is exactly as advertised. My Mom has a bad back and is very picky about bedding. She loved the mattress and woke up pain free during her 4 nights in Staunton. I truly appreciate Krystal, Alex and the Ashley team for being so responsive and helpful. Well done! We are repeat customers and will definitely return for future furniture purchases. read more

Extremely rude and irresponsible. We bought a pair of dresses, expensive ones, and we paid a lot of money for delivery. After 3 weeks, one was delivered damaged and one wasn't delivered. After I called them, they said we have to deal with their warehouse and they are not responsible. Well, we bought the dressed from them, so they need to be accountable with any issue. They were rude, unhelpful and uncountable once they get your money. The worse experience of buying furniture in my entire life. read more

We purchased a couch and loveseat at the Staunton VA store. Prior to delivery we saw the same set on the Ashley website offering it at a lower price. I called the store and spoke with the assistant manager Margaret who sold us the set. Margaret who was very nice during our sale was not as nice over the phone. She went on to say the price they gave us was better then the online price. I explained to her again that when you go through all of the screens the final price with delivery and taxes is less and I asked her if I could email her the price i received from the website. I was told that they do not honor the lower price from their own website because is store is a licensee. She also told me that a customer had come in with a flyer and they could not honor the flyer either because they don't have fliers. It is very disappointing to be treated this way. It is not only about the 250 dollars extra that we are being charged but we also feel as if they do not care about their customers. I hope Ashley is happy to loose customers and we will be sure to tell everyone about the service Ashley and Margaret is providing to their customers. ​​ read more

Needed to purchase a recliner. Marty at Staunton Virginia store gave me great service, by answering. all my questions and being very helpful in guiding me to select the perfect chair for my needs. I am a senior with special medical needs and Marty went out of her way to help me have a positive experience, I recommend them highly. Betty read more

Worst customer service I've experienced. Paid for my pieces, had them delivered. Delivery never took a sofa off the truck, jjust told me it wouldn't fit through doorway that sales had confirmed would fit. I was told to reselect at the store. The store told me again the sofa WOULD fit, but now I'd have to re order it and wait another 12 weeks. After getting upset they mysteriously were able to conjur up my previously ordered sofa, brought it back for delivery, and indeed it did not fit. The delivery men cussed the sales people in front of me, broke a sconce, and left with no communication about how I should proceed. Everyone I speak to at the store and in the warehouse has a different answer. I've requested a refund and still haven't received it. No word on fixing my sconce. Could not recommend less. read more

6 weeks since order despite promised 1 week delivery. Paid up front. They have never once called when promised despite repeated promises to do so. Basically just been robbed at this point. Order here if flushing money down your toilet is too cliche. read more

Extreme wait for furniture delivery (4 weeks). The sofa & chaise were delivered, they forgot the coffee and end tables. They came a month later and they were the wrong ones. read more

This is by far the worst company that I have ever had the displeasure of working with. I took my client there to get a bed and bed frame. Robin showed us one that was supposedly in stock and then surprise, it wasn't. Showed us another one that supposedly was in stock, and again, it wasn't. Finally he went to look at what he did have in stock and took us to the bed. My client picked it out and we got a bill for me to take back and get them a check. Took them the check later on that day and they couldn't find the mattress in the system. I had to sit there for almost an hour while they figured it out. Turns out the wrong number had been written on the paper, not only that but the math had been done wrong and she owed more money than we were told. Once that was handled I thought that my problems with this company were over, I was wrong. I called them to ask if they could remove the old mattress and throw it away. The lady that I spoke with at the front desk said that it was up to the delivery drivers. The day came and the driver called me, I asked him if he could dispose of the mattress. He stated that he could for $40.00. My client pays him the $40 and he takes the old mattress. They leave and I stay inside and finish up with my client. When I walk outside I notice that they have left the mattress outside her house and not taken it like we paid for them to do. I called the manager and the general manager, Marty, calls me. This woman is the rudest person that I've ever met. She talked over me the whole time and wouldn't listen to what I said. She said that she would not honor a "side deal" that was made and that she would "investigate." That was last week. I called for an update today and she, again, very rude and talked over me. She stated that the money would not be refunded because it was a "tip" given to the driver. I again tried to explain that I only made this deal due to her employee telling me that this was common practice. I am very disappointed in the customer service and I will not be bringing any future clients there and I will make sure my coworkers don't either. My client would like her $40 back for the job that wasn't done! read more

Will not buy from this store again. Terrible customer service after the sale. Unboxed furniture when took it home and had several tears in the fabric and can't even get a phone call back from a manager or corporate customer service. This was a big purchase so I took extreme care in unpackaging it. They told us in store since we didn't have it delivered it was as is merchandise with no warranty. read more

I recently purchased a sofa from the Ashley Store in Staunton,Va. I also paid for the sofa to be delivered to my home. Even though I thought the delivery fee was high, I went with that option. I was told by the store sales person to make sure that I was home for the delivery or they might end up charging me again for the delivery. Several weeks later the distribution warehouse in Roanoke called and we set up a time which I thought was late between 5-8pm. The day of delivery I had heard nothing from the delivery people at 7:30pm, I called the Roanoke warehouse to confirm delivery, guess what they closed at 5pm and their voice mailbox was full. At 8:01 I received a call an they said they were running late and it would be around 9pm, at 9:45 I called the delivery person no answer, at 10pm they called said they were 15 minutes from being their. Finally at 10:15 they showed up, said they had picked up extra deliveries that was the reason for the delay. He said this delivery time was nothing unusual for him. The next morning I called the Roanoke warehouse about my frustration with this delivery, she apologized and said she would contact the warehouse manager and he would call me later that day. GUESS WHAT I am still waiting on that call. This was my first and last purchase from Ashely Home Store, think twice about there delivery option. read more

Total frauds and terrible customer service. Last winter(2016) we bought Signature King Sleigh Storage bed and a mattress. We were very impressed with the quality of the bed/mattress in store and purchased it. Week later during the delivery, they damaged the bed (scuffs), mattress (rip on the bottom) and also 2 picture frames (wedding gift). When I contacted the store, they promised a refund for damage and repair to the mattress which never happened. Never called back. I'd a call almost every month to follow up on it. They kept transferring my call between the store (Staunton), Warehouse (Harrisonburg) and Customer Service. In July, I lost my cool and shouted at them. After which, they starting throwing absolute rubbish at me that, I never contacted them until June 2017; customer service said it was problem at store i need to resolve with them, store said it was "as is" store item nothing can be done when i have the invoice which clearly stated new item with no mention about the damages. I've finally gathered from my phone service provider record of all the call i made to them and with all the evidence I've decided to file a complaint with Consumer Protection. This was the most unprofessional customer service I ever experienced. Never recommending this store or rather any ashley store to anyone. read more

I have to post an update. I finally gave in and agreed to pay the delivery fee to have the base storage with drawers delivered. I called the store with my payment information and was called back a few minutes later by Laura who informed me that because of the mix-up they were going to deliver this to me at no charge to me. While the experience left a really bad taste in my mouth, I appreciate that they are finally going to honor the original agreement made with their sales person. read more