I decided to go local with a furniture purchase to support lo cal sales persons, that was a giant mistake. I have been buying on Wayfair.. delivery when they say it will be coming, no charge for shipping. I bought furniture at Ashley...over a month..no word about delivery, charging me 200$ to do so ..man am I sorry ...take it from me - stick with wayfair read more

In store service was good and delivery men were really nice. However, their delivery system shows NO care for customers at all. Took 5 weeks to finally deliver my furniture (promised to be 3-4 weeks). I was told my furniture was in their warehouse for quite a while but no one bothered to call me until I went to check. The lady said Ashley only calls you once and often leaves no messages at all. I paid full price for delivery. If your phone happens to have no signal or you are at work, it's your own fault. My sofa was very dirty so I guess I will never buy a cotton/cloth product from them. I didn't ask for change because I don't want to wait for another 5 weeks and if the delivery men caused the issue because my sofa had no cover, I couldn't blame them. I blame the delivery system! All sofas should be the same. All I mean is that although store and delivery people are really nice to you, if Ashley system treats you shitty, the nice words and smiles are wasted. read more

Customer service was hospitable to the point of sale, any service for care at that point has diminished to the point of apathy. Half the furniture I ordered was delivered damaged, the other half wasn't delivered at all. After asking about the status of the undelivered barstools the rep said "the stools would be delivered with the replacement piece" I never had asked for the replacement so I'm not sure why there would have been a delay in delivery. The replacement sectional showed up today with no barstools which have been in the warehouse for 2+ weeks waiting on the replacement sectional. Called the store and was told the staff was too busy. 0/5 would not recommend buying anything from this place. read more

Extremely rude customer service. Garrett was disrespectful. He asked for my price range and when I told him (my price range was inclusive to most of the items I was seeing in the store), he said "well there's a Goodwill next door". Said he was joking but barely cracked a smile. I felt very judged and left the store. Treat your customers with respect. read more

I just wrote a lengthy review on the Ashley HomeStore site. It was flagged and not posted due to: Mentioning Customer Service Issues Mentioning Delivery Issues Inappropriate Comments Perhaps the use of the word "furious" was too strong for them. Bottom line is this. The salesperson was very helpful selling us a couch. Once they had our money however-- welcome to the nightmare. Late delivery, delivery crew didn't actually check the merchandise -- leaving a couch with a major defect, NO WAY TO PUT LEGS ON. Every time I called the store OR warehouse I got no help. A partial list: delivery driver won't answer the phone, delivery just stuck in traffic and no compensation unless they just don't show, manager is on break, this is a warehouse issue, it's a merchandiser issue, it's a store issue. And then when I attempted a very detailed review Ashley wouldn't let me post it. YOU don't want this issue. A couch with no legs and not one human willing to apologize or assure that it will be rectified. Shop somewhere else. read more

Stay away! If 0 stars were an option that's what I would give. We have purchased 3x over the past years from Roanoke and Harrisonburg each time with an issue. The last product purchased is very poor quality. We have had it replaced and the new items are wearing the same way now we are told to file a claim. The employees have dropped the ball multiple times in Harrisonburg and Roanoke on returning calls over the past 1.5 yrs since our most recent purchase. Please save yourself the headache do not purchase living room furniture from them. read more

We Ordered a bed with a mattress 8 weeks ago from this store. So far they tried to deliver it 3 times, first 2 times they were missing the racks to put the mattress on and couldn't deliver the whole bed, then the third time they said that "the whole bed is so damaged that they can't even assemble it that they can just leave the mattress and we can wait another month for the bed" canceling the order now and never dealing with them again it shouldn't take 2-3 month to get a bed delivered from a store. Online warehouses deliver furniture in one piece faster than this. 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

This place is absolutely terrible. I wish I could give it a zero rating. They don't abide by their contracts. I've been waiting 7 weeks for my furniture (after 6 weeks the contract says you can get a full refund) but the store is not wanting to give a refund. They want us to pay 20% of the total purchase price to cancel it. We spent $12K here. They also scheduled a delivery and never came. Still don't have our furniture and customer service is terrible from all levels of management. They offered a lousy $300 discount... I wanted to puke after being a valued customer and spending $12K at the store and that's your discount for all this trouble you have caused?? Now we are involved with the Better Business Bureau since they lack customer service and don't respect their customers. Just terrible. Go to Grand, our friends went and they had their furniture in 2 days- no hassle. read more

Went in here looking for a number of pieces for my home. The store is nice I must admit. While I was greeted right away I was constanly followed around. The salespeople are not knowledgable at all I asked about a table and chairs and was given wrong info that I could not order chairs instead of the bench. When called a few days later and asked for the name of a piece of furniture I saw they refused to tell me (Found it on the Internet ha ha). The place a nasty vibe and I did not find them going the extra mile for me. Went to some other stores and was happy to do my business there. read more

Buyer beware. Poor customer service. My brother and I purchased over $4k worth of furniture on the same day. When we picked it up at the warehouse I found that a bracket on one of the back pieces of my sofa was bent at a 90 degree angle. The store manager was contacted about the issue. He stated because we didn't pay the additional $150 each for "white glove shipping" option that he was limited on options. After waiting 3 hours at the warehouse he gave me the option to pay a discounted amount of $75 to get a new sofa shipped to my house, make another 2+ hour round trip to the warehouse the next day for a new one or to get a $75 as is credit. The warehouse help attempted to straighten the bracket out. After mentioning that I didn't know how it made sense to lose future business over $75 shipping cost, his response referred back to the fact that we didn't pay for the additional shipping. Note: the day before pickup I found the exact same set at Coleman Furniture for $400 cheaper/free shipping. read more

Well I think they have some nice furniture but their staff are rude and don't care what you think once that purchase is made. We just bought a couch and they told us the wrong day to pick it up. Didn't bother to tell us that is wasn't ready for over a week. When I called to let them know how unhappy I was the office manager on duty was like oh well you can pick up tomorrow - I said no the warehouse said it wont be ready til the weekend. She said well it will be ready sometime this week. I though wow really professional. So I asked to speck to her boss, she said their wasn't one??? Then when my husband called back to get the name of the manager he was told they couldn't give out that info. So we called the warehouse back and got the info we needed. The service at the warehouse is the only thing this store has going for it. read more

You mean I can't give Ashley Furniture zero stars?? WORST service experience ever!! So bad, I put in an official complaint with the Better Business Bureau. Since, I have been looking at reviews for Ashley Furniture, and I've found that it's rare that anyone gives them over a rating of 1 star anywhere. This includes the corporate office that also has horrible reviews. Apparently, the lack of customer care goes all the way to the top there. So, you might want to think about shopping some place else. read more

The warranty on the furniture is a scam. The manager Wayne is rude and lies. I had a couch for less than 5 months and it feel apart. The furniture is very cheap made. Not recommended at all. read more