It is absurd that Ashely's would charge a 30% restocking fee for an item which is not in stock. We we're informed of the back-order only after being charged. We called the store the very next morning when we found out our money is basically "hostage". This is no way for a business to treat customers. read more

Mrs. Hayden made the process very easy. He customer skills were fanatic.. extraordinary. I appreciate her support .

We purchased $7000 dollars worth of furniture in March of this year it was delivered in April . We bought the warranty for $1800 and was told by our salesperson Kimberly Cox that it was a really good warranty would cover any damages. What a joke after 4 months of ownership we have a stain on our couch called the warranty place and unfortunately it is not covered. So then called the store in Fredericksburg where we purchased and said they would send a technical out to look at it for $75.00 . Really , we are very disgusted. read more

I would love to write a positive review but..... Ashley Furniture representatives seem to have an aversion to returning phone calls. I left a message with the post delivery section that there was a small problem with my new sofa, not a big deal, but something that required a phone call and a repair person at the very lease. I left 3 messages, plus one call was actually answered by a real person. I was ecstatic that I would receive real service and bring this small small issue to closure. Unfortunately, she announced that I had the wrong department and I would be transferred to the warehouse, you guessed it voicemail. So the good customer that I am I listened to the message and left another message, and waited...... Then a ray of hope, I received a call from a nice lady that asked me to participate in a brief survey regarding my experience with Ashley Furniture..... "Oh no" I said. "You really do not want ME to answer your survey". The nice lady on the other end was puzzled, "please explain" she said. So I did, in great detail I explained my dilemma and my dissatisfaction with the nonexistent Ashley Furniture customer service. The nice lady apologized and knew right where to send me????? With great assurance that my problem would be handled I was promptly transferred to yet another voicemail. I just wish the nice lady would have told me that for my patronage, time, effort, and brand loyalty, that I would be sent to customer service voicemail HELL. So what did you do you ask.... I left another message. I left a message the next day and the next and the next. So here I am 6 days later still in voicemail hell leaving messages because no number will get you to a real person. ASHLEY FURNITURE!!!!! If you are out there on the rim of HELL give me a call...... I am waiting, waiting, waiting......... To Be Continued.... read more

ordered a couch and representative at the store said delivery will be about 3-4 weeks. Going on two months now and called the store, they stated it will be another month. Person on the phone states that they never give a set date for delivery.. All sales are final and if you try to cancel your order, there will be a 30% restaocking fee... Now how can it be restocked if it hasn't even been built yet?? Poor service and a huge joke.. Never will I ever buy furniture from them again... read more

I bought a sofa and loveseat from Ashley in Fredericksburg. Had been looking for a year to get the perfect color, size and style. They were great when asked about sales, ordering, scheduling delivery to match my schedule, then delivery and set up. I'd definitely shop Ashley on the future. read more

NOT ASSEMBLED! Horrible, I will not buy anything from Ashley again! We went in looking for a media table and found one we like, bought it. We were given a date when to pick up the stand and off we go about our day. On the day that we were 'supposed' to pick it up, my husband decided to call to make sure that it was available before going. It turns out the item was out of stock and was told that the it 'may be' available in 3 weeks and they will call to let us know when it's in stock. Why would the associate tell us it'll be available that day and it wasn't!? Patiently waiting and busy moving during this time, we called exactly 3 wks later to check up on it and not single apology for the wait, it was available. So of course my husband and his friend drove to the warehouse to get and came home with a FREAKING BOX! The item was NOT assembled! We were not told we had to assemble it ourselves! We would have not paid $500 to assemble it ourselves! Total rip off! read more

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. read more

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. read more

Lied to from the beginning-I found a sofa and loveset that was in stock per my sales representative. He knew we wanted this set as soon as possible. We were informed we could pick up the sofa and loveseat at the warehouse on Thursday, which is local. Today, Wednesday I call the warehouse to confirm our set would be there and was told it will not be in until next week.... :( I called my sales representative and he stated he thought we knew the one we picked out, which was gray instead of brown was not in stock. I explained to him that my fiancee and I were under the impression that the one we picked out was in stock and ready for pickup Thursday. He placed me on hold to see if the brown was still in stock, of course it was not....I asked for a refund...was informed there is a 30% restock fee. Restock fee??? How could there be a restock fee for an item that is not in stock???? Of course they had to send my refund request to corporate for approval. I am beyond livid.....I feel I was lied to from the start of my order and I have to wait 24-48 for a refund when they had no problem processing my payment yesterday. I will never purchase or refer family and friends to Ashley Furniture in Fredericksburg VA. read more

I was leery buying from any Ashley Furniture store after seeing reviews online for just about all there stores. I'm glad I chose to ignore the negative reviews people give them. This is about me and my husbands experience with the Fredericksburg, VA location. We bought a complete bedroom set, and extra night stand & matching media stand. Our sales person Rod was courteous and extremely helpful, and above all attentive and professional. We ordered our bedroom set at the beginning of May, were told delivery would not be until end of May, we got it 1 week later! As for our Media stand we were told first week of June, it was delivered on May 28th. Our Ashley drivers were Jason & Cory and they were so friendly! Our furniture was undamaged, they carried it all up 3 flights of stairs and set it up with out a scratch. The Media stand was the same way, perfect! Kenny the store manager was awesome! He bent over backwards for us! The bedroom set and media stand were 2 separate orders. He insured that the order was made into one to avoid a second delivery fee. He made calls to insure we got the media stand on Memorial Day weekend. Best of all we got a great deal! Thanks to the staff of this Ashley location, Kenny, Rod, Jason & Cory! You have earned our business, and any future business! I love my new bedroom set!!!!! read more

I bought a bedroom set and living room set in July of 2016. The delivery date changed several times and even had a split delivery approved for some pieces. When the living room set was finally delivered in September, not 5 weeks as originally told, tables had scratches and sofa and loveseat each had issues with the motors and upholstery. Two "technicians" later and one repair later, no upholstery shipped, they agreed to an exchange of the love seat. After the manager, Deannie, agreed to a Visa gift card over the phone for all the inconvenience, no gift card was actually sent. When I called again about it a month later, the customer service dept told me they exchanged emails with her and they were going to send a $100 gift card. Fine, then come to find out, I received a STORE gift card after being told it was going to be a Visa gift card. Feeling super frustrated is not even the right adjective, being January 2017 now and not having everything resolved. read more

This store doesn't even deserve one star. I bought my entire bedroom and living room furniture last year and the experience was horrible. I normally do not like complaining and usually put up with a lot when it comes to stores. But this place really makes me loose my patience. Anyways, I spoke to the store manager at that time and all he did was apologize and pointed out the employee who messed up my account and blamed it all in his employee, VERY PROFESSIONAL. Now, a year later we thought maybe give it one more chance and only order one couch, What can go wrong with one item right? BIG MISTAKE!!! All this store cares about is getting you to sign those papers and collecting your money and once they have you with that who cares about when you get your furniture, how you get it, or him by times you need to cancel your plans/work in order to be there on the day of delivery and no one show up. Ashley has very nice furniture but this store will not be getting any more business from me. And everyone who compliments our furniture hears what terrible customer services and unprofessional people they have working here. I'm most annoyed at myself for thinking that a year later maybe this store would have gotten better. read more

Unbelievably BAD CUSTOMER SERVICE.Really wish I had researched this store prior to making my purchase. To begin with I am told this store is actually owned by Trivett's and not Ashley. They buy from Ashley so that's how they use the name I guess. We purchase a $2000usd kitchen table and benches. At the time of purchase they gave us a date to pick up at their warehouse, prior to going we received not 1 but 2 calls on 2 different days stating that our furniture was there and ready for pick up. Both times we told them we would be there Saturday to pick it up. Went on that day and they did not have my furniture (well benches but no table). What I believe they actually did was give my table to someone else because they damaged their table in the warehouse. SO, now they said we will order it again (that will take 3 weeks) and deliver it free of charge...sounds good right. The day of delivery comes; be there between 10am and 1pm. Called them that morning to confirm and was told "Yes, is on the truck and the truck is 1 hour and 47 minutes away". Pretty specific, right?! Waited, no truck, no truck, no truck. Received a call; oops, sorry, your stuff is NOT on the truck. Ok, when is it coming. Don't know, still don't know a week later. We have called them only to be rudely spoken to, treated like poop, and told all sales are final (read your paperwork). I really wanted to cancel my order at this point...I guess they can break the contract by not getting my furniture when they said they would but I can't break the contract and cancel my order. This Ashley store customer service has some of the rudest people I have ever had the displeasure of dealing with. We have done our best to take this to the highest management levels possible with NO SATISFACTION AT ALL. My recommendation to anyone who ask me DON'T EVER BUY ANYTHING FROM THIS PARTICULAR STORE. read more

We shopped at this store 3/18/2017. We purchased a sofa set. The floor display included a complete set with a console in the middle. We asked the sales guy, Mike Dodson, how much would this set be just as it is on the floor. He turned the tag over and proceed to give us the price based on the set as sold. So we proceeded to ask him how much would an additional console be if we wanted to add a second one. He said, no problem, it would be 150. We agreed to that and made the purchase for the sofa set as the display showed and an additional console(for a total of two). We were told it would take about 4 weeks before it would be delivered. 4 weeks turned into over 2 months and a half. The furniture was delivered mid June. It was delivered with only one console, not two as originally stated and a broken recliner. Mind you "all sales are final" so we immediately refused the broken recliner and when questioning about the console, we were told to call the office because they didn't show that on the order. We called and was told there wasn't a second console on the order and they would have the sales person return a call. We were told that they will order a new recliner and that would be delivered in a few weeks. That was on a Tuesday. We never received a return call. I called again on Friday and the salesperson said he never received the message and that he will research it and call me back. He never did. On that evening, my husband goes back to the local store where we made the purchase and spoke with the sales guy. To our surprise, he stated does not recall ever telling us that price for all those pieces nor did we order an additional console. He said that would an additional fee. He got an attitude about the whole situation so my husband then asked for a manager. Long story short, we did not get the additional console, the broken recliner was delivered the following week and the salesperson never did return a call, even to say I misquoted you or I'm sorry about the confusion. Bad, bad, bad customer service. Will never shop here again............Wished I had read some of these reviews before making a purchase here. read more

Last year we purchased a 2 sectionals among other furniture from this store. When it was received it was noted that the furniture arrived broken. We called the store and they stated they would have someone out quickly to fix it. A month goes by and we call again. The same ole story. Finally 6 months have passed and we get a call that they are coming to make the repairs. We set the appointment and no one shows up. SO now it is a year later and I have two broken sectionals and the store doesn't care. Based on the yelp reports, I should have done my homework a little better. I have purchased Ashley furniture in the past and had great success, so I can only relate it to the store not caring about their customers, quality of what they deliver or the Ashley name. I tried to call again today about this and was on hold for over an hour only to have the phone disconnect. We are in the process of moving now (military) and this is still not fixed. I highly recommend that NO ONE shops at this store unless you want to be like everyone else who posted here and have broken furniture that you paid premium for. Lesson learned the hard way..... read more

While we were Purchasing and Shopping, they were MORE then Friendly and Helpful cause they were taking our MONEY. The WORST Customer Service EVER... Spent $6000.00 and was treated like a 2nd class citizen. Delivery was not on time as Promised. Tore holes in my walls delivering the furniture... Took 4 trips to get all my furniture delivered. Furniture is LESS Than 6 months old and we have already had to replace both Couch and Love Seat with our Warranty has Ashley stated it was NORMAL wear and tear, yet the Warranty/Insurance company stayed "This is NOT Normal". So now having to purchase NEW Warranty. Both Managers EXTREMELY Unhelpful AFTER we signed on the line. Delivery end, Service end... Horrid. I would not recommend anyone purchasing their furniture from this Store or any Ashley Store. Ashley Headquarters was less than Helpful in our situation. After is all said and Done, they did offer us a $150.00 IN STORE credit. I advised them, "Thank You for the Slap in the face and you may Keep your credit." read more

stop!!!!!! beware!!!!!! do not do business with this store!!!!!! they are only out to get your money, but don't care abouttheir customers!!!!!!! they have great customer service while trying to get you to purchase something, but once they have gotten your money they don't care about you or the bad products they sale. i purchased a sectional sofa for over 2,400.00 and even purchased a warranty on the section sofa. i have only had it for approximately 4 months, and it looks like i have had it for over a year. i contacted ashley about the problem, but they would not do anything about it. basically you are stuck with it....we got your money and we don't care. i will never do business with this store ever again, and i will tell everyone i know to stay far away from this place. they are all about the money. terrible customer service. so i say again. stop!!!!!!!!!!!!!!!!beware!!!!!!!!!!!!!!!!!do not do business with this store!!!!!!!!!!!!!!!!! read more