Waited six weeks (when they estimated 3-4 weeks) for delivery of my sectional sofa and three tables. Only to have half of the sectional arrive in good condition. The other half, is broken. And I mean broken. So here we go again, waiting. To see how long it takes to get it back. I've now left a message with customer service. Making payments on furniture I don't even have full possession of. I feel like there should be a discount or a refund of some sort here. read more

I purchased the entire set of furniture for our new home. Purchased on Sept 05. They delivered on Oct. 11 with 50% of the items are damaged. Some of them are replaced and repaired. Still waiting for 2 dining chairs. When you call customer service they say we have to contact the store. I visited the store twice. The store will say someone will call from customer service. I purchased an Ashley furniture product from JC Penny the price is lesser than Ashley and delivered on time. I paid $500 for insurance also. No use nothing will happen. No one cares after sales. read more

The Mannassas Store has the worst customer service ever! Believe all the negative reviews. I had missing hardware for furniture I picked up at the store. I got no help, phone calls not returned. And the price in the store was $20 more expensive than online and offered free delivery. I was charged $25 to have it shipped to the store. STAY AWAY FROM THIS STORE. read more

Purchased a bed on Black Friday. The bed was installed a few weeks later. After about 4-5 days the middle support leg broke. Called to schedule a repair- The first customer service rep was very pleasant. About two weeks later the repair man came and repaired the bed. Again about 4-5 days later the same middle support leg broke off.... called again to try and get them out again to have it repaired. The 2nd customer support rep was not as helpful; asking me what we had purchased that day. Along with the complete bed frame we had also purchased the box frame.. to which replied "Well since you did not purchase the mattress from us, it may be because your mattress is to heavy for the bed, you can schedule us to come out and fix it again from a $75 service fee". I don't understand how she came up with the conclusion that my mattress weighs more than the ones they sell...especially when i know that i have a very small foam mattress.. I find this unacceptable. We spend a good chuck of change on a new bed with them. They sold us a POS bed from the beginning and we are on our own. I am still awaiting a phone call from the supervisor which I have a feeling will never hear from. read more

At our local Ashley store we walked in & ordered Sofa, Loveseat & Dining tables/chairs on 12/31 & someone supposed to call us on 1/5/17 for delivery on 1/11/17 but no one called. when I called, they said they are still waiting for the item & won't deliver on 1/11 which was not they said at purchase. Then I called again on 1/11 they said Ok-we've all the items & we'll deliver on 1/13. They seems not keeping their promise & do not bother to call & let customer know the updates. If I did see these reviews I could've given a 2nd thought to do business with them! However, customer support seems polite but don't know what happens after they hang up. You have to poke them to find out what happening to your scheduled delivery when nothing happens. Now, all-please pray for me so that I receive the delivery today! Someone needs to fix this problem at Ashley, otherwise, they'd loose customers! read more

I originally placed my order may 15th. Just now received my complete order today july 5th. The whole ordeal was very frustrating for me to say the least, and I considered canceling the order numerous times. The main gripe that I have is lack of communication. As my estimated date of june 9th would come and go I would not get any feedback or information about the delivery. I started to think my order has been forgotten. I called both the store and the warehouse a few times and at one point was hung up on blatantly by a store associate. The delivery was a whole other situation, albeit not as frustrating. The wrong merchandise was sent the, but I understand that mistakes happen. The delivery people spoke little to no english which was definitely an obstacle. The first delivery they could not answer any questions I had whatsoever. The second delivery they spoke a little more english, and were at least able to show me the operation of the leaf in my dining table. All in all I would find it very difficult to recommend Ashley Furniture to anyone. If I would recommend Ashley Furniture it would come with a lengthy disclaimer read more

On February 26, 2016, my daughter dropped several thousand $$$ in the Manassas store. At the time our salesperson "Prince William" assured us that all the furniture would be delivered within 3 to 4 weeks maximum. Hahahahaha. As if. Yesterday was June 29, 2016 and she finally received her last item. Over 4 months is a far cry from 3-4 weeks. Now throughout this time my daughter and or myself called the store repeatedly. And I mean repeatedly. The delivery department run by Stephanie and Tiffany is horrendous. They told us so many lies I quit counting. Over and over again we were told, it should be here soon. Several times I spoke with a manager and was assured that the furniture would be in any day. I called in mid-May and was assured the desk would be in on May 26, 2016. Yeah, that didn't happen. The last time I spoke with the general manager, Kevin. on Tuesday June 14, 2016. He assured me that Tiffany had ordered a new desk and it would be available for delivery by June 17, 2016. Another lie! I admit, at this point I was extremely frustrated with the entire business of Ashley and got a wee bit short tempered. I asked for the owner's name and Kevin REFUSED to give it to me! What a creep. Didn't take me long to find the owner's name myself. Geez, anyone with a brain can do that. BTW, the owner's name is Michael Trivett. I will never, ever, ever do business with Ashley again. I had also bought furniture and had a similar situation, but not nearly as horrible as my daughter. Mr. Trivett, this is no way to run a business. No way at all. My ex has been in business in northern Virginia for almost 40 years and if he ran his company the way you do yours, he would have been out of business a long time ago. Stay away from this place! Far, far away. read more

Horrible customer service. Sales person did not properly package my order. When I went to store, they lied to my face & made promises which were lies. Not only was I suck with an unwanted piece; they did not correct the problem. I like the brand but will never buy from store again. Such a disappointment from sales to management. Once they have you money, you are nothing. No wonder they have a no refund policy... This allow the store to employ unprofessional people. read more

I had great service while I was there shopping . of course. When I purchased my bed I was told I would receive it within a week but was told to allow them 2 weeks just to be on the safe side. here I am 3 weeks later , with NO furniture. I called them and was told my bed was on back order , like was anyone going to give me a call and let me know ??? so annoyed that I have to keep calling to find out the status of my furniture !!!! read more

Honestly I have never seen such poor quality furniture. My parents bought a couch and matching love seat about eight months ago. Within the first month part of the wooden frame in the couch broke. We sent it in to be fixed but when it finally came back it was still broken. My mom was so upset. We then demanded a new couch but about a month with the new one it broke in the same place. They then sent someone to the house to come in to fix it and within a few weeks the same thing happened to the love seat. By this time we realized that the furniture was very cheap but we decided to try and have the love seat fixed. A month or so went by and we were redoing the living room to match the new furniture when my father and his friend went to move the couch a few feet from the wall hardly lifting it off the ground and the side framing snapped. I do not even know how that is even possible but now we have a freshly painted room with a couch that cand hardly stand. This furniture is nothing but trouble we called the store looking to return it but when they finally got back to us they said that because we had "lifted" the couch the manufacturer would not pay for the damages and we would have to go with the warrenty. What I want is for Ashley Furniture to own up to selling my parents extremely poor quality furniture and remove the furniture from my house for good. read more

Worst post purchase experience in my life. Ashley furniture did not delivery on the day I scheduled which was a Friday. Instead my couches were delivered on the following Tuesday. I was missing 4 out 6 pillows and their delivery service made holes and scratched my walls. Also their delivery servicemen had no problem cursing in front of my children and throwing cushions up my stairs. Kevin, the store manager, told me he would refund my delivery charge but never followed through. I called multiple times (15 times throughout the week) to try to talk to Kevin but he was always "busy". Kevin never returned my calls and the only reason I got a refund was thanks to Tiffany, a customer service rep. Thanks to their delivery, negligence, and Kevin I will NEVER buy from this store again. read more

Manager contacted me and received my entire refund in timely manner.

I am very unhappy with this store and their customer service and am really sorry that I purchased anything here. I bought a couch, chair and ottoman during Presidents' Day sales. Price Was right and I liked the style and color. Tentative delivery was March 30. That came and went without any calls. I called them and was told week of 4/21. About a week later I was called and told week of 4/27. That came and went and no call. I called them and was told 5/10. That came and went and no call. I called them and was told 5/13. On 5/14 I called them and they said they had it so I scheduled delivery for 5/17. Other then them knocking my thermostat off wall it went ok but there was a stain in arm that delivery guy said looked like manufacturers glue. The guy Took pictures and said he would report it and someone would call to fix or replace it. By end of week still no call so I went to Ashley the following Saturday and reported the chair as well as 2 stitching problems on couch. I have a warranty. Customer service rep was pleasant and said she would call it in on Tuesday 5/23 since they don't work on Sunday or Monday. She said someone would call to make an appointment probably by Friday and it could take up to a month to get someone to house. Another salesperson spoke to manager who said they just do sales there. Another branch does repairs or will discuss exchanges/ store credit. Today is Friday and no call. This is ridiculous. I still need accent chair, tables and lamps and need to hang pictures but don't want to purchase anything else because I no longer want this furniture or anything to do with Ashley. Tags are still on all pieces. If they don't call me soon I may just sell it all on Craigslist. And I'll sell it cheap just to rid myself of the aggravation. All they care about is their sale not customer satisfaction. If you see an Ashley store keep driving. Maybe someone from Ashley will actually read this and do something about it. read more

They would've gotten more than two stars but they told us our dining room table would show up in two weeks. It took five weeks and my wife would get the run around from the sales and warehouse people on the phone when trying to figure out what was up with our table. The people at the store and the delivery people were all great in person. But if they'd only told us they'd take 5 weeks instead of two, it wouldn't have been any issue. read more

The shopping trip was enjoyable and manager worked with us on pricing. The process to order and purchase took way too long. I bought my furniture at the end of August and still have yet to receive everything. I call each week to get an update and each time my delivery date gets changed. I at least received 1/3 of my order only after I complained for three weeks. I should have listened to the other reviews and never bought furniture here. I still haven't received the rest of my order. If you don't have the furniture in stock, the expectation should be set from the beginning. Don't tell me "we'll call you on xxxx date to set up delivery" and that date comes and goes 5 times. read more

Kevin Roach was amazingly helpful. Great manager - got us what we wanted with free delivery on the day we wanted. Great experience

If I could give no stars I would. I had so much trouble getting my bed. I wasn't notified of the problems. Then after all the problems with trying to get my bed. When delivered it was missing pieces and so they took it back. The second day (when I was promised it would be delivered) they didn't put it on the truck. When I called I talked to the sales manager Sherry who was extremely rude and told me I'd have to wait another day. This isn't just a problem in store with them being rude, it's a company all together. read more

I went into the store to purchase a recliner on a Sunday. The manager said it would be delivered on Wed or Thursday, 3-4 days out. On the actual print out the date was changed to 9 days later to arrive in distribution center. 11 days out I called and said it would be there for a few more weeks. I wanted a refund and there was no one on site with authority to do so. What a horrible company to deal with. Never buy anything from this company. read more

I've had great service from Ashley in Manassas. That's not to say that the delivery of my order was perfect (i.e. furniture piece that I waited five weeks to go through the manufacturing process arrives without essential pieces; I am told it will be another four weeks before the parts are available...). But Ashley's customer service worked hard to make it right, including giving me a gift card to use in the store to compensate for the inconvenience. read more

Still waiting to be told delivery date for furniture that was suppose to be delivered pre-superbowl weekend. The only reason we went there was because we were promised it could be delivered before game. now 2 weeks after still no call to schedule delivery. Whenever you try to call the store it either goes to old school dial up noise, or picks up and hangs up, like they are afraid to answer the phone and deal with questions. After spending almost 2k and another 150 for delivery I really expected better. As soon as they close the sale they are no longer interested in being helpful it seems. read more

How is this place still in business?This is the worse company. If one is considering buying anything from the this store, run far away. Worse customer service if any company I have ever dealt with. Poor quality furniture. I purchased a sectional couch at the Manassas Virginia location in September of 2016. It took a month for delivery. Upon delivery, we discovered half of it was broken. I called customer service and requested a new couch and was promptly told they do not replace, only repair. But, I could have anything repaired with it for the first year. After 2 weeks or more, we got the broken part back from repair, only for the couch to just not sit like a new couch should. Cushions sink in really bad when sitting down. After 4-5 service calls, the cushions or tension in the couch still are not repaired. The techs they send out are not professional and frankly, scary looking individuals who know nothing about repairing furniture. We had an additional service call on the ottoman because it was ripped at the bottom. But now that the Velcro is coming undone under the cushions, the cushions are slipping off the couch. We tried getting another service repair person out, but was denied, saying they have come out too many times. We have supposedly used all our service requests. We have barely had the couch 6 months. We called corporate and got absolutely no where. My husband threatened legal action and corporate just gave him the address for our attorney. Unbelievable. I'm not sure where this company gets it's rules and restrictions from when dealing with their customers. They do not stand behind their product. They do not make anything right for their customer. We deserve a new couch for all that has been wrong with it. But have to live with a poor quality couch. From reading reviews everywhere online, I see that many others have experienced problems. I'm in the process filing a complaint with the better business bureau as well. Lesson learned. read more

This place was fantastic. My husband and I walked in with the intention of looking at couches - we did not plan to purchase anything that day. We were promptly greeted by a manager who informed us of their current offers and then left us to do our looking around. I appreciate being greeted but not hounded. We found a couch we loved and ended up getting a great deal. It's a sectional couch we picked out for our family room and when it arrived we realized that we ordered it all wrong. The design needed to be flip flopped from the way we ordered it as the chase being on this particular end made it so the couch did not fit in the room well. My husband stopped by the store and admitted our mistake, not expecting anything but hoping they may be able to make it right. They offered to exchange the end pieces to correct our mess up and all we have to pay is shipping. I GREATLY appreciate their willingness to help. It was completely our fault that it was incorrect the first time and they were willing to fix it for us anyway. Will definitely be back for more furniture in the future. read more

Do NOT EVER purchase anything from the Ashley home Store! They are a bunch of liars. I was approved for credit to purchase a bedroom set. I really wanted to pay cash but they were able to get me approved for no interest for 6 months. Come to find out when i received the bill for payment there was interest on the bill. I called the credit company and they let me know my account did not have deferred interest and there was nothing they could do to help that I needed to call the store. I called the store and they told me I did not have deferred interest on the account. My husband and I remember the manager telling up it was interest free for 6 months. Now no one can help. AND that is not the first issue. The first issue was that they overcharged me almost $800 from the prices online. This store is horrible to work with. No one can seem to help me. NEVER AGAIN will I purchase anything from this store! read more

the ashley furniture store has given my family and i an awful and really tough time. we order a dining table, three sofas, and a coffee table on july 4 and were first given the impression that the salesmen and women cared about the quality of the customer experience. however, we were in fact tricked and as soon as we made our purchase, they never called us about when the furniture would arrive. we waited for weeks without a dining table and couches in our empty house. after waiting for almost a month, we had enough and we called them and we wanted to cancel our purchase. however, the customer representatives assured us that they would call that week about when the furniture would arrive, completely ignoring the fact that they made that same promise and lied. we waited for two weeks and they still didn't call. so, we decided that we wanted to cancel the purchase entirely but they told us that they have no 'return policy' and they never told us that the day we made the purchase. if we were to return the furniture, it would have to be approved by the general office(the big office not the local store where we bought it) and we would have to pay 30% of almost $6,000(which is the amount we paid for the furniture). we are still waiting for the furniture and we are beyond furious. this shows how overly kind the salespeople are until they take your money. please do not go to ashley's because they will rob you of your money and give you nothing in return. go anywhere else. thank you for reading and channeling our concern before you choose where you will make your future purchases. read more

This was the worst store I have ever been to. I made my purchase (2 nightstand and 2 lamps cost over $600) on May 29th and they said it will be delivered in 2 weeks. I let them know that I am not going to be home until 5pm on weekdays. They assured me that it can be delivered after that time. They have services available until 8 pm. I was told that Someone in their store was going to call me. But I never received any calls. Finally I decided to call myself they attempted to deliver once. But obviously they came in at 10am when I was not home. After 6 months of purchase I still didn't receive any information about my furniture delivery. I tried to call again but no one would answer then I just wrote email but again no reply. I had to call my credit card company and let them know that purchase was never complete because I never received my merchandise. After my credit card company contacted them, after 6 months I receive a post card saying we are trying to contact you and you merchandise is ready to be delivered. Are you serious? After six months I already bought 2 nightstand and 2 lamps from another store who didn't play delivery games with me. Now I don't want your over priced furniture. I know they won't let me have my money back and make me take those furniture I have no need of anymore. But how rediculos is that you have to file complaint to get your money back just to get their attention. I think its time to take some legal action against this store. Sounds like I am not the only person who had this issue at this store. read more

You'd think that for the prices they charge you'd at least get good customer service. This was NOT the case! My husband and I bought a dining set from them a few weeks ago. The transaction itself was super slow; we were probably waiting 20-25 minutes for the order was finalized. We bought something that was in stock but they wouldn't deliver until the dining set arrived so that they would only have to make one delivery. We live just a couple miles away, so I don't see why they couldn't accommodate this request. They also wouldn't give a date for delivery but instead told us to call back in a week or so to see if they had a status. I called back and they still couldn't give me a delivery date; they tell me they'll call me to schedule the delivery when the items arrive. They finally call and we schedule the delivery. The day of the delivery I get a call that two of the chairs did not arrive with the order, but that they'd arrive "in a day or two". They deliver the rest of the stuff that day. A guy from the delivery company was unprofessional and said something offensive because I asked him to remove his shoes before coming in (he didn't know I spoke his language and understood). Two days pass and I still hadn't heard back about the missing chairs. I call them and they tell me "I don't know what's going on" and they couldn't find the reason the chairs hadn't been delivered :-0 How can you "not know what's going on". I asked to speak to the manager but was told that he was with a client and didn't know how long it would be before he could answer the call. I drove over to the store and spoke with the manager, who was not with a customer at this point. It took them a while to find me in the system. They finally did and said the chairs wouldn't be in for another 5 days. What?! After a while the manager found a way to get me the chairs in the next two days. Anyway, the chairs get delivered two days later and both chairs have one leg that is too short. I ended up having to shim them to get them to work somewhat. It was a bad experience and I do not plan to shop there again. We spent over $2,000 and expected a whole lot of better service than we got. 0 Stars! read more

We recently spent about $2200 on our daughter's furniture. Everything looked so cute, we went ahead and purchased it on the same day, thinking that the prices were reasonable. Then, they suggested that I look at the mattress which naturally would go with the best. The sales person said, they had the best price and they would match/beat any price in town. So I did a quick search online, only to find that US Mattress (online retailer) had a better price, about $300 lower. When I showed this to the sales person, she went to speak to the manager and came back with some mattress expert. Instead of matching the price, this guy started to explain to me that Ashley Furniture is the biggest distributor for Sealy and that they get the best product amongst all vendors even though the mattress names were the same. So, my wife and I walked out and I did more research online...even called Sealy and US Mattress, online retailer. Well, I got a chuckle from the US Mattress cust service rep, saying that he's never heard such thing. So i called a few other places and the same message. At this point, I was very upset (as the consumer advocate) and filed a complaint on Ashley Furniture corporate website. Then I got an email indicating that the one in Manassas is independently owned. So, I called their store and explained the whole situation to the Sales Manager. All she said was "we'll address it with our sales associate...for training" and seemed "half" apologetic--just didn't sound sincere. I say this because I deal with customers all day and I can guess when someone is being sincere...call it experience. One positive thing out of this was that Ashley Furniture Store Manager called and asked for more detail regarding my shopping experience. When I gave him the specifics, he was very sympathetic and he really apologized for the misleading information. I'll give a thumb up for the manager following thru, but I give 10 thumbs down for "sleazy sales tactic". Now I'm wondering whether or not I got a good price on my daughter's furniture. Hmmm...add to the comment above, first shipment came back with some flaws on the bedframe and nicks on the nightstand. Waited 2 - 3 weeks for this to come. Now I have to wait another 2 - 3 weeks for the new frame and nightstand to be delivered. Let me just say...this is painful. If you have the money for quality furniture, go to Beltfore Furniture. You still have to wait several weeks, but at least you know you're getting a quality product. Just spend $16K at that store...my wife and I love what we saw. They'll even consult/design for you if you spend over $10K. Money well spent if you are looking for quality product/long term investment. read more

The salesman who greeted us at the door was wearing a name tape which read "Prince William". He seemed helpful for the most part, and we eventually decided to purchase a chair and sofa. I asked him how long it wait take for delivery, and he quoted me a date that was about 5 days (August 5th) from the date of purchase. Note that I purchased this set exclusively because of the soon delivery date. The delivery date was even on my receipt. Well it didn't take long to realize that I was hustled. When the delivery date rolls around (no one had ever called me), they inform me someone should be calling me on the 18th of August! It became abundantly clear that he blatantly lied to me to get me to make a purchase. I called them on the 18th, since they still haven't called me, and they said that an item was still on "back order", and that they would be calling me in a few days. Well they eventually did. somewhere around the 21st to schedule delivery. If it wasn't framed as a guarantee, I wouldn't have been so annoyed, but he assured me that it would be there in a timely manner, which is the ONLY reason I bought it. I will never buy anything from Ashley again. And don't even get me started on the outrageous, overly inflated prices. read more

Had the worst experience ever! Ordered a swivel chair from Ashley. When they came out to deliver our furniture the chair was broken. I went up to the store explaining to them what happened and what an inconvenience it was as I took off work waiting for the delivery. One of the managers took off half of the delivery charge. Delivery #2, they cancelled at the last minute because of a snow storm. I don't fault them for that but I called to try and see if they wanted to reschedule but unsuccessfully got no one on the phone. Delivery #3, they come out and this chair is also broken on a different side! I am beyond upset as yet again I'm home from work for this nonsense. I tried to call the office and can't seem to get anyone to answer. My next step is a visit to the store later today. Their quality of furniture is absolute garbage and I will NEVER purchase anything from them again! Buyer beware!! read more

This is an update on my previous review. That review stands, but I wanted to comment on my interaction with Deannie from Ashley Furniture, who responded to my original review and sent me a private message. We sent a few emails back and forth. She insisted I must have been leaving out something in my story, even though I provided a step-by-step account of what happened. I told her I left nothing out, but would be happy to clarify anything. She was also very insistent that I provide her with my full name (I gave her my first name and last initial in my emails) so she could look up my Ashley account. I told her that request made me uncomfortable and I didn't understand why she needed to look up my account. It's been over 3 weeks and I have not heard from Deannie since, after questioning her approach. I do not feel comfortable copying and pasting our private email exchange, but will if it becomes an issue. Needless to say, I'm extremely disappointed with this company. read more

Caveat emptor!! The furniture is mediocre at best. If you have a problem later don't expect any great customer service. Mainly don't let the slick sales people talk you into their Acceptance Now program. It is a cover up for a deal like Aaron's Rentals, RAC etc., go a few days past the date and you are locked into paying almost double for the furniture. They don't explain this in detail and make it sound like a great deal. it is not!! If the Acceptance Now people can't get hold of you in a day or two, because heaven forbid you forgot a payment when you were on vacation they start calling people on your contact list and telling them "we have not been able to make contact with John Doe" they don't leave a voice mail, and you find out who they are when you call them back...they will find your neighbors and call them too....which I don't think is legal any longer, Best thing to do is stay away from this bunch of rip off artists.... read more