Like many others have posted, I wish that I could give the Ashley Wilmington, DE store negative stars. I wish that I had read the reviews before visiting. We stopped in on a whim because we were driving by and on a search for outdoor furniture for our new deck and patio. We found a floor model that we liked. Although we found the overall experience at the store concerning as well as the the poor service (especially from the manager - will get to that later...), we really liked the outdoor dining set. We ended up going back and have regretted it ever since. When negotiating the price for the floor model, the manager would not come out. He stayed hidden in his office sending the salesperson back and forth to deliver his messages, which clearly frustrated her. His lack of credibility to her was evident. Long story short.... We wish we had stuck with Fortunoff. This experience was horrible. Each Ashley store is owned privately, so calling the main line does not help you at all. They refer you back to the franchise store, not caring a bit about the reputation of the overall brand. The salesperson told us that if we bought the floor model that they would have their "fix it" guy come and polish it up, etc... before it was delivered. We advised that we would need delivery 3-4 weeks away, which gave plenty of time for this to be done since he comes to the store once a week. So... because they only deliver on Wednesday, we picked up the set ourselves. When we arrived there were several items stacked on top of the table. Clearly they had not had work done on the set prior to picking them up. By the way - heads up that this store only delivers on Wednesday. That makes zero sense to me for the normal working person. Anyways.... The furniture was picked up and we inquired when the "fix it" guy could come to fix the furniture. We have been round and round and round with the store and the Manager, LaMont. He does not return texts or phone calls. The store voice mail and LaMont's voicemail is constantly full. They stopped answering our calls at the store. We blocked our number when we called and they answered. Clearly this is a pretty standard practice for this store. The owners should be ashamed of this store. They will be out of business soon if they don't change the service that is received here. Our struggle continues, but I will NEVER buy from ANY Ashley Furniture store again as a result of this experience. Hoping our misfortune can benefit someone else. read more

this store has deceptive practices. i was shown furniture by art tracy. once i was approved with financing, i was encouraged to shop until i dropped. when it was time to check out, i was given a long speech about the furniture protection policy and 30 seconds on the fact that they would not provide a delivery date for my furniture. the woman (cindy) insisted that if i called them every week, then i could get my 7/8 date. then i judt found out from delivery that they will not commit to any delivery date. i told them that i have 2 other furniture companies who have committed to 7/8 but ashley won't give me a date. i told kiki that i'm only off on 7/8 but she doesn't seem to care. i thought about cancelling my order but they charge a 40% restocking fee!!! what a rip off. read more

Terrible customer service!!!! My husband and I ordered almost $6,000 worth of furniture from the Wilmington DE Concord Pike store. At the time of purchase they gave us a delivery date. We did not receive a call the day before, so I called the manager of the store and they assured us it would be there, he even gave me a time window. On the day of delivery, I took off of work. NEVER SHOWED. I called the store back asked to speak to that same manager, they gave me the run around, he was with a customer, he was at lunch, etc. Finally spoke with a sales guy that I actually knew from high school, he said frankly "your furniture isn't coming" THEY NEVER EVEN PUT THROUGH THE ORDER, he said the mattress wasn't available, so they didn't order ANYTHING! Still no word from the manager. Went back to the store, the managers were no where to be found, demanded a refund. the girl at the front desk was clueless, processed the refund. Still no word from the managers, they didn't even care that they were losing a $6,000 sale!!!! Never even tried to make it right. THEN about a week later, the same clueless girl at the front desk actually called to see if we received our furniture!!! She got an earful from me! read more

Ordered furniture. Was told they would call to set up delivery the week of the 20th. The 23rd rolls around, still no call. I call them, they say okay well set it up now (did you guys forget) I pick a day, am told they will call that day and schedule a time, I made it clear we work during the day and need an afternoon or weekend delivery. They said they can give us an afternoon window of 3-7 and that someone would call that day to give us a definite time. That day arrives, no call, then I get a text from a driver "we are 20 minutes away" while I am at work a 9 AM. I called to ask what gives, I"m told they don't do scheduled deliveries at all or make calls you get what you get and I'll have to pay a re-delivery fee to get this furniture. I call the store they say they are looking into it and will call me back in a few hours. It's been two days, I sill don't have my furniture and am seriously considering telling you guys to keep it and I'll take my money elsewhere. read more

Prefer 0 stars. Bought sofa in February and when called to find out where it is at end of March we finally were told the model was discontinued. Hadn't had our bedroom set either since they were to be shipped together. Floor model had been sold. Manager unwilling to give better than an OK sale price on a replacement choice. Cancelled entire order after MUCH time and aggravation. read more

The absolute worst service I've ever experienced...just like the previous reviewers, the so-called manager Lamont should not even be a manager, he has lied to us and provided broken promises for the last 3 weeks, and he actually hung up on me on the phone when I simply tried to question him about my order. We were promised delivery in 6-8 weeks, but yet didn't receive anything until 11+ weeks later, and when they did deliver we received and incorrect bed and no mattresses! Lamont, Sherry, and the staff at the store did absolutely nothing to help us, once they got our money they could care less of us as customers. It wasn't until I filed a complaint with the BBB and demanded to speak with the District Manager that things finally started moving. I recommend staying far away from this store unless you like being lied to, order being significantly delayed, rude customer service, countless phone calls, no return phone calls, and rely on threats to the BBB, District Manager, and Delaware Attorney General to get anything resolved with your order read more

I wish I could give 0 stars. I will NEVER order anything from this store again. We waited over 2 months to receive our bedroom set. We set a date for it to be delivered, my husband and I do not have a typical 9-5 schedule, so he had to take off of work to be home for it. They told us our shipment would be delivered between 9-3 and we said we had to leave the house by 3 for a doctors appt. They called and told us they were close and would arrive by 140p. At 2:55 the delivery crew arrived, opened all of the boxes and told us they didn't have all of the pieces so they couldn't set it up. The customer service agent, Fauna was called and I could hear her screaming at my husband from downstairs to refuse the order. This would've taken another 20 minutes to pack everything up at least and load it onto their truck. We had to leave and had the delivery men leave what they had brought in. We called her back and she was screaming at us on the phone telling us that we weren't supposed to do that, and going on completely unprofessional. We came home from my appt to a bedroom with pieces of furniture everywhere. They didn't send the bed posts, and sent us box springs instead of the adjusting platform that we paid for. We have no idea when we will receive the missing parts. To top it off we are MISSING AN IPHONE 8! Brand new, in the box, stolen by one of the workers out of my husband's closet. I am just sick to my stomach. read more

It's now been 6 weeks since we purchased our couch. HALF of my couch was delivered to me on 6/2 and I was told that the other half was "rush" ordered and would be to me in 2-3 weeks. I received a phone call on 6/9 telling me that the couch would be finished and inspected at the end of last week and delivered to me at the beginning of this week. Just called the distribution center because, of course, I still have yet to hear anything and the couch "looks like it won't be delivered until Saturday". I asked to speak to the manager and they're not in, it's 11am. This is COMPLETELY unacceptable and you can bet that I will NEVER be venturing anywhere NEAR an Ashley Home Furniture EVER AGAIN. read more

I wish I could give them 0 stars!!!!!! THEIR Customer service was HORRIBLE and Extremely unprofessional.. THEY need NEW STAFF at the Concord Pike DE location. My husband and I were finishing our purchase order on Saturday and the woman in the finance department gave us an attitude immediately. She got smart with a few of her coworkers as well, one coworker even told her (and I quote) "you are in front of customers shut the F up" that's how bad it was. She told me what my balance was and I handed her my card and I told her this is for my balance, then she entered my card information in the computer printed me copies of the receipts and told me everything was taken care of. Then I received a call the next day, informing me that they never submitted my payment and we have to go back to the store if we want our couches to be ordered. WHAT?????? So, my husband and I had to return back to the store to pay for our furniture that we thought was taken care of the day before. Of course we are disappointed how this transaction was handled. My husband walks in and we met Hector the only professional person in this store, then the manager gets an attitude immediately and tells my husband to keep his voice down when he wasn't speaking loud at all. My husband apologies because we have manners. The NO name manager, he never introduced himself, goes over and pulls up our information as we explained to him how we were treated the day before and Hector agreed with us. While he is reviewing our information, he gives us an attitude and then says very arrogantly "What were you doing today since your time is SOOO Valuable" WOW my chin dropped. I know that's when my husband had enough!! My husband got offended because of the attitude and unnecessary comment from the manager, and my husband tells him "you just gave me an attitude" then the manager FREAKS OUT, gets loud and shouts to my husband "I was going to give you a couple of hundred off but since you don't want to tell me what you were doing I'm not helping you." My husband apologies again and tells the manager "I work 60 hours in 4 days, I have little time to get ready for a family event, so my time is very valuable to me" Then the manager insist that this was my husband fault and runs from behind the counter and gets in my husband face to the point that my husband has to stepped back. He was trying to intimidate my husband. He tells the manager sir you need to get out of my face. The manager did not step back and continued to point in my husbands face. The manager yells at us your order is now cancelled and tries to kicks out of the store, but I stayed and asked him to please provide me with a canceled order receipt. The manager yells at us again GET OUT of the store I explained to him that I was not leaving until he provides me with a receipt that shows that my order was cancelled. I do not trust him at this point. The manager then RUNS out of the store to go smoke a cigarette and then gets in his vehicle and leaves, meanwhile I'm waiting for my cancellation receipt. We finally received it and I asked the woman what the managers name was and she said NO that she was not giving us his name, then co-worker said you are not getting any names. That's insane NO ONE was wearing name tags... PLEASE DON'T GO TO THIS STORE, I WILL GO TO headquarters with this no one should go through this experience while shopping in their store for furniture and spending thousands of dollars. I really thought that my husbands was going to get hit by this manager. The only positive thing that came from this was that we saved thousands going to Raymour and Flanigan after this experience and bought a better sectional. read more

Im wat too exhausted from all the stress they caused to give a great review about how awful they are here! I to Ashley bc I thought they would be a solid brand that would last a long time and they were having a sale. I called before arriving to make sure they had what I wanted at the price advertised online. However, upon arriving, I was told there was no stock and when I finally agreed to bite their 2-6 week delivery time frame, the manager (who claims he's been there so long and can call someone, but there's no one to call) told me he couldn't price match their own site or the fact that his employee told me it was that price. I've never been somewhere that had below zero regard for anything! Even the tiniest spec of help for the customer! All the manager told me for an hour was no, no, no, I can't, I can't, I'm not authorized bull! The whole experience was unreal! I will never buy any products from Ashley Furniture and I will tell everyone as loud as I can to NOT go to your store!!!! AWFUL! AWFUL! AWFUL!!!!! Just terrible!!! read more

We bought a 2 end tables and 1 coffee table. These tables sit in a living room where they are just for show. Within a few months, the seam on the table started to chip (on several of the tables, one more than the others.) We contacted the company to fix it as it was to be covered for a year. The company never responded. After multiple attempts we spoke to a manager and finally received a response that it was from wear and tear. The common eye can tell this is not from wear an tear. The quality of the finish they used were poor and the store doesn't uphold to their word. We are very unsatisfied. I can see why this store has received multiple "poor" reviews. If you want quality furniture, this isn't the place to go. read more

I had a terrible experience shopping in this store but I can pass along some tips I found thru my terrible experience. Ashley Furniture in Wilmington, DE is a franchise owned by Regency Management Services LLC, 7900 Cedarville rd. Brandywine, MD 20613. Tel#301-782-3802. They put high prices on their furniture so they can try to get as much money from me as possible, depending on which salesman I talked to I got a different price. When I tried to leave then I was given a so called "rock bottom price" but still found cheaper price on their website (website is owned by Ashley Furniture Corp. so they have different pricing and better customer service) so my next tip would be to look on line before making purchase and definitely don't trust first price salesperson gives you. As far as furniture protection goes I heard one salesman tell another that they make 20% off protection so my next tip is furniture protection is ok (a long as you don't get run around from protection company which may happen) but mainly the protection is there to make everyone in store more money from sale. Also who ever heard of a Delaware store on the border of Pennsylvania not offering a way to purchase without sales tax, delivery outside of Delaware is taxed according to state you live in and pick up is at a warehouse in Maryland so even to pick up you have to pay Maryland tax. I will never shop at this store again! read more

We purchased a sofa at the Ashley store in Wilmington DE. It was delivered promptly but damaged. There was a large tear on the back (about 7" long), a hole in one cushion, and part of the wood frame exposed in the back. We asked the delivery men to return the sofa as we did not want to accept damaged merchandise but were told they couldn't take it back and that we should notify the store so they could schedule the return. We called same day and have been arguing with them ever since. That was in April and it is now December. We have spoken to everyone from the local store to the corporate office on many occasions and have yet to receive assistance. We are only told that someone will be in touch. What makes things even worse is that we purchased the extended warranty and they won't even honor that (even though it was damaged during delivery). We filed a case with the BBB only to find out that there are many, many cases filed against this company. Wish I had checked with them first! Please, please give great consideration to doing business with this company. The furniture is of terrible quality and their customer service is way beyond unacceptable! I wish I had checked reviews first. They have truly been a nightmare to deal with. Save yourself a massive headache and shop elsewhere! Buying from Ashley has proven to be a huge mistake! read more

I personally think Ashley Furniture is a fine company...IF you are dealing directly with a store or service that falls under the corporate umbrella. This store is franchised and operates independently under the Ashley name. They don't have the same values and I learned the hard way. The problem is not that they have poor customer service. The problem is that they don't have customer service at all. It is not a feature in their business model. This store and the employees I dealt with have completely ignored what it means to provide Customer Service. They have phone operators who answer the phone and will direct your call to someone who isn't fit to perform his/her job. I'm surprised Ashley allows them to operate the way they do. The salesman I dealt with showed me a piece of furniture and was adamant it was the type I was going to receive. When a similar, but different, item was delivered, the manager played dumb and helpless and would not give me the correct item. He claimed there is nothing he can do. In this day and age, a company like this will not last. It is only a matter of time before this store is shut down. The salesman I dealt with will tell you whatever he thinks you want to hear and only cares about getting your money because he knows he is backed by a manager who will do nothing to fix the problem. Whats the worry when the customer can't return or exchange the product, right? He doesn't have an obligation to tell the truth or provide the right product. He just does whatever it takes to swipe the credit card, despite the fact that the product delivered is not what was promised. The way this store operates is criminal and it is a shame that nothing can be done about it. After reading reviews on google, I'm actually disappointed in myself for not doing my research and doing business with these criminals. I was tricked by the Ashley name. If you want to see the furniture, go to this store and ignore the salesmen... then go home and order the furniture on the internet and deal with the REAL Ashley company. Or drive to another store which falls under the corporate umbrella and is backed by the Ashely values. Read the other reviews. This isn't an isolated incident. This store has created a shady culture and should be avoided. read more