Ashley HomeStore

Purchased over $ 3000 in furniture and not only did they deliver the wrong items, but they completely did not deliver one whole bed we purchased. When trying to find out when to expect the items they still needed to give us, I was repeatedly put on hold, had to deal with rude women who worked in their «customer service» department and after over 45 min on the phone, still have no answer as to when I will receive items. We have purchased from them 3 prior times and they were our «go-​to» furniture store but we will NEVER be buying from them again.
**UPDATE** Still haven’t received the furniture or a follow up phone call or email from the manager who replied to my initial post (not surprising). Additionally, their delivery company (T & T Delivery) is now telling me I will be charged a $ 25 delivery fee for them having to redeliver! Do not use this company or shop from Ashley in Fredericksburg, VA! Awful customer service! Once they get their money they have no concern for their customers! I’m getting ready to
Go into their store and cancel the entire order. We ordered this furniture the Sunday before Memorial Day and still haven’t gotten half the order almost a month later– totally fed up!

Mike Dodson has been helping my family furnish our new house. He is very helpful and does not hover! Or follow you around. He will let you shop in peace, and is easy to find when you need to ask a question. Prices here are stellar.

My fiancé and I needed basically a whole home’s worth of furniture today. We are getting married and needed to upgrade our existing «college furniture». It’s difficult for us, being in our mid-​twenties to be able to go into a furniture store or a car dealership, etc and be treated with respect. Most think we arent serious or are willing to buy anything. Ed Williams greeted us at the door right away and tended to us personally for the hours and hours we were there running him through the ringer with our indecisivness! Ed was just the right type of sales manager, there to awnser any questions but did not hover or pressure us into anything. I highly reccomend seeing Ed for your future shopping purchase! Manager Ahmad also made sure we were attended to throughout the process! Ahmad backed our purchases with his word. A truley exceptional purchasing experience. Thank you Ashley’s of Fredericksburg!

The completely terrible customer service of this store contiunes. After going to the warehouse two weeks ago and being lied to by the manager advising me that the chairs were in quality check. I requested cancellations and was told there would be a 30 percent restocking fee for chairs that never arrived. I called the store a week later as the charge was still being held on my card and was advised that they were just waiting for the chairs to be delivered so they could bring them to me… insanity. I contacted the customer service person by email and by phone that commented on this review. She returned my call and I gave the background. She said she would address the issue and I would hear back from her by Tuesday. I sent messages Wednesday never heard back charges are still pending on my account… I did even confirm with her that when the manager advised the chairs were at the warehouse in quality check they were not in the building…

I purchased $ 7500 in furniture and the store rang up the transaction wrong and put an extra $ 3920 on my Ashley furniture card. Well over the approved credit limit. I called the Ashley furniture card company to have it fixed and they stated only the store can fix the overcharge issue. I have been into the store once and called several times and they don’t care. There is no corporate number and the store service is terrible! It has been over three weeks with no response from the store. I will never buy furniture from them again, now my credit rating is taking a hit because of their mistake!

The delivery company they use which is T&T Distribution is awful!!! Terrible customer service!!! Our bed set was supposed to be delivered today no one ever called to let us know the time frame of the delivery. They show up at 8:30 am, we are not home. They call my cell number I call back right away and they don’t answer Then I called their main office to ask why I was not inform they were making the delivery in the morning I got hang up on the first time then I call back and ask for a manager they transfer me to a voicemail. I called back now no one answers. So now they are saying I have to pay extra for another delivery. If you buy from this store please make sure they don’t use T&T Distribution for your delivery or you might end paying twice the delivery charge.

Well let me start by saying that I should have read the reviews prior to buying furniture from Ashley Home Store. It’s a shame because I purchased a lovely living room set from here about 8 years ago and I had no issues. This time though is a different story. I was told that my furniture would be in the warehouse on ²⁄₂₄. Today I called to check the status and after speaking with someone in the office was transferred back to the sales agent who sold me the furniture. They are now telling me that the furniture will not be in the warehouse until ³⁄₁₉. Now why would anyone purchase furniture and want to wait close to 2 months before they can have the furniture that they paid for! I am waiting for a call back to see if this can be resolved but honestly after reading the reviews I very seriously doubt that it will be. What is going to happen though is that I will not recommend this place to anyone. I am in the rental business where I am always being asked where to go for furniture. I will be recommending Value City. I bought a few pieces from them on the same date and received without problem on the date that they promised. It seems like they have some big problems with their distributers and/​or delivery team. Customer service is everything these days and getting goods when promised is very important. Shame on you Ashley Home Store. Look at all these negative reviews! Do something before you completely go under.

Awful awful awful. I ordered a couch to be delivered Dec 23^rd. no couch, no call, no nothing. I was put off to numerous people, none of whom «handled that sort of thing.»
DISASTER!!! AVOID THIS PLACE AT ALL COSTS… These people clearly do not care about anything but getting your money. They won’t even give you the goods you pay for.
Do not let these people deliver to your residence. In fact, don’t do business with these people period!!!

I wish that my girlfriend would’ve checked the review on this place before she went but this is honestly the worst place you could possibly get your furniture especially a couch. Do not come here. Go somewhere else. Do not waste your time here. I promise you. Period

HORRIBLE… This store has the worst post sale customer service you could have the misfortune experiencing. They are great pre-​sale of course but lie about delivery prices on weekends, refuse to answer voice mail and when you call the coorporate number, they are apperantly owned by Trivetts Furniture, whom also never return calls. We document every call, every voicemail we make and I would recommend doing the same. Do NOT expect them to help after they have your momey. Our desk was banged up on delivery and we rejcted it. Now a week later and still no contact. And they hit our mailbox and that isnt fixed either! The salesperson, whome was very nice, stated we would receuve our matress in 1.5 week…3 weeks later it arrived. Thwir response… «we’ve hD other customer sleeping on the floor waiting for thir furniture as well». Oh, they’ll give their standard BS reply here to email them but that is no good. STAY AWAY theyre are a lot of other stores in the area.

Pros: None — no notable advantage over any other furniture store in the area.
Cons: Delivery time, established track record of poor service.
Bottom Line: This location has numerous complaints ranging from service to quality of products. Eight complaints to the Better Business Bureau (BBB) in the last three months at the time of this review. A large majority of BBB complaints over the last three years were not resolved to the customers satisfaction. BBB info can be found here

First, had we read any Unilocal reviews or the BBB site prior shopping, we would have never step foot inside the Ashley Furniture Home Store; not taking a few minutes to read a review or two is proving to be a frustrating mistake. My wife and I were in the market for a new dining room table. We recently purchased a new home and needed to furnish a couple rooms. While shopping for a table we entered the Ashley Home Store and found a dining room table that met our needs. We purchased the table on 26 August. Six weeks later we are still waiting for our furniture. We have contacted the store three times and get a different story every time… we are waiting on chairs… we are waiting on the table… it will be here next week. The story is never consistent with the last contact. One thing that is consistent is their excuses; the delivery dates are only estimate, we are very busy, we don’t control the shipping channels. Meanwhile, this company has taken payment without providing the promised merchandise. I would like to think our situation is a one-​off and that this is not typical, however after reading reviews on their past service, I have determined this is the norm rather than the exception. At the end of the day if you sign a contract with this establishment you are leaving yourself in a bad situation as they have a nearly unlimited ability to renege on their promise of delivery while you are held to your promise of payment. A decent price and a guarantee of replacement is only as good as the company’s ability to deliver on those promises. I would highly recommend looking elsewhere for your next furniture purchase.

Good luck ever getting in touch with anyone if you ever have an issue. Ordered a bed and we specifically asked about bed rails. We were assured by the sales rep that the box springs and rails were included in the price. We dropped a lot of money on this bed. When it was delivered — no bed rails. I was advised to call when the store opened since delivery was 8:30am and they opened at 10. I was told he had absolutely no one he could call, but he would note the paperwork (which he did), and someone would look into it. I called for well over a week. I left numerous voicemails. No calls. I went into the store itself — I’m pretty sure the GM is never there, because every time I came in, he was the only person who I was told could handle the issue, and he was always going to be in another day. One lady took my info and promised me a call back. I am still waiting on that call. Don’t bother calling the corporate office — they only handle online orders. They don’t even have records of the stores transactions and will just refer you back to the store. Not even a complaint division to report a store. You’d think that they’d want to take care of a customer, especially when you know they are coming back for more furniture later. Too bad we’ll be going elsewhere for the rest. This place is a joke.

Here is the chronicle of my experience and why the General Manager Kevin should be out of a job.
My wife came to this store to purchase a dining room set. She dealt with Brandon the sales representative, who was perfectly nice and cordial to her. When it came down to pricing, he got the store’s general manager Kevin involved because we were trying to price match an online price for the exact same set.
He talked down to my wife. He didn’t talk to my wife or with my wife, he treated her like something that was scraped off the bottom of his shoe. The only reason my wife actually bought the set was due to Brandon’s excellent customer service.
So a few days later we needed to purchase chairs and accent tables, so my wife calls the store and asks which manager is available on duty so she doesnt have to deal with Kevin. The man on the phone refuses to answer her simple question, instead repeatedly asking her what she wants until he puts her on hold due to his frustration. Outraged, she pulled me into the situation, and I called the store. I spoke to a woman on the other line, and I asked her if I could speak to the manager. She told me he was busy with a customer. I then asked who it was and if he could give me a call back because at this point I wanted to cancel and refund my purchase. She told me the managers name was Eddie and that he could give me a call back shortly.
The next part of this migraine inducing saga was me dropping by the store an hour later asking to speak to Eddie. I am then told that he is out of the store, nobody knows where, and the very nice receptionist at the desk notifies him that someone is here wanting to speak to him.
Eddie came back and I realized I had dealt with him before on a different purchase and he seemed to care for the customer. He was very apologetic and reduced the price on our original purchase as a gesture of good faith for future business. I appreciate the gesture and the consideration for quality customer service that he provided.
It is obvious to me that some of the management in this store do not care about customer service or quality of service. The only thing on their minds is taking the money from consumers and making it as hard as possible to follow up with the order. As a manager in retail myself, I am appalled at this level of behavior and can certainly see why this store has such a low overall Unilocal review. I do not see it changing in the future unless the mindset of the management changes. I know full well the salesforce’s attitude reflects that of its management, and people like Brandon who work here eventually get the quality service mindset beaten out of them because after all, the management doesn’t care, why should they?
Everything here is overpriced and marked up. Be sure to comparison shop at other retails to get the best price. They do however, price match, but Kevin wont treat you with respect while doing it. As the store manager, he sets the tone, he is the leader, although it seems that he is about as bad of a leader as you can get.

Worst experience with an Ashley Furniture. Ordered a side table. Go to the distribution center to pick up only to get home and open the box to the wrong table. Wait forever for the folks in the store to figure out the problem. Have to order the correct table. Go back to the distribution center to have my ticket not pulled so I have to wait even longer. I will never buy from them again.

Absolutely horrible customer service-​but only AFTER you purchase something. I spend over 6k on a tempurpedic bed. Delivered and no remote. Called and they pon you off to different people. Left message with Tammy who apparently is the head manager– no call back. Finally, I get remote. But they also forgot manual, so I couldn’t figure out how to program. They were supposed to call me back that night– of course-​no call. Luckily I could find intrusions online. Issue-​only worked on one side. Continued to call and get phoned off. They tell me I need to call temporpedic– I do. Yay! Resolution! They tell me bc I have a king, I need two remotes and then can link them to one, but that is why and Ashley is responsible of getting me the other remote since it comes with 2. So… call back– they need to investigate. I went to store bc again they kept trying to pin off and stated I was not leaving until I got another remote for my bed that I have already purchased. They can wait for the new one to come in. Now– during this time I have been waiting on the new pad that was supposed to be delivered 3 weeks ago. I call today– pin me off to Tammy again to leave yet another message (that she never called me back from a month ago on the other issue). Guess I’m on my way to Ashley’s…my husband and I are adding an addition to the house of 1k sq ft. We def won’t be using them for our other furniture purchases!!!

I went in this store looking for a side chair. Nothing was clearly marked with a price (unless you wanted a set). When I finally got a price $ 1900 for two chairs, I almost fell over. When I said that was the price a high end furniture store less than a half of a mile away wanted for their chairs the «negotiation» began. I HATE negotiating for anything. I want to know the price, period. Ashley Furniture is bring car dealer negotiation to furniture shopping. UGH, I won’t be back.

James made the process very easy as he told me it was when I called him. I read a lot of reviews about Ashley Furniture as was very hesitant about dealing with them.
I found James to be honest and sincere when my wife and I went in to see him and ended up buying two recliners from him. The delivery schedule was explained by him with no fluff and they came earlier than I expected.
I will continue to deal with James for our next furniture purchase.
Great Job James!!!

Moved across the country to Virginia, with no furniture we wanted our first purchase to be good quality. So we decided to go to Ashley’s. My husband and I decided to get a 2 pc reclining seat section. With the price 1500+ our salesperson was so eagerly helpful. We were told it’s a 2 – 4 week wait on the furniture to arrive. Geez, that’s a long time, it felt even longer with no living room furniture in our place, we called in 3 weeks later to see if our couches have arrived, the woman on the phone said couches would arrive the 28^th great! We were stocked, the day before delivery we arrived to pay the delivery in advance, to our surprise the lady in the counter said our couches would be going into a 5^th week, on top of that they would be delivered 2 days after the delivery date. REALLY? That’s not what we were promised. She then stated «you can speak to your sales person if you’d like» but ofcourse they wouldn’t be able to do anything about when we will have our furniture. So there was no point.
Well, plans have been cancelled specifically for the delivery week were told, and unfortunately, we will still have no living room furniture. Ashley’s furniture, you have beautiful merchandise. But the efficiency of delivery your product is disappointing. If I was explained ahead of time of all this delay, I wouldn’t even bother. I’ll go back, to watching movies on my ass with a pillow, until my 1500 $ couches arrive.

I went in to buy a kitchen table set & had a question the salesman could not answer. He said he had to phone his boss & when the boss did not answer, the salesman took my number & said he would call me as soon as possible.
Well, that’s been almost 3 weeks ago & no response. I contacted Ashley corporate HQ to make a complaint & got no response from them either.
Obviously, Ashley Furniture doesn’t give 2 hoots about customer service.
I went elsewhere.

My living room set came from here. What a friggin nightmare. I paid a lot down and then financed the rest. The staff has no idea how to do math when you pay above the monthly payment. I had to show them and then ended up calling the regional manager because they still could not get it. I finally just paid it off after a few months instead of financing like I wanted to. The couch was ok, it’s been 3 years now and needs replacing, thought it would have lasted longer but o well.