Our couch came and they tore it on the way up the stairs. They told us we could t send it back. The company wouldn't take it.

Worse business, EVER! They tell you 3-4 weeks on getting your furniture, take your money THEN when you call week 4 it's some story but then remind you there's "no refund" even when the furniture hasn't been shipped from manufacturer. So basically you'll get your furniture when you get it, I have your money already. Week 6, no furniture and no explanation or care. Just don't waste your time or hard earned money. read more

Customer service was amazing very helpful will be back when we need additional furniture

Amazing service and selection! Our salesperson, Melissa Breeden, went above and beyond to provide excellent customer service! I can't say I've ever had a salesperson work so hard. I will definitely use Ashley Home Store again AND Melissa Breeden again! read more

This is the worst buying experience EVER!!!!!! I will never buy anything from this store again. We were told a 5 week delivery and it ended up being a 8 week delivery. They come to deliver my new couches and one of them is damaged now we have to wait another 3 weeks for a new one to get delivered. Not only have I lost houses at work for this but now I'm going to lose another 8 hours of pay for their mistakes. Never ever get furniture from this store. Oh and customer service forget about that. They don't know the meaning of it. If I could give them less then one star I would. read more

Absolutely RIDICULOUS!!!! Purchased an item here which was delivered over 3 weeks late with absolutely no communication or updates from the store whatsoever. By the time it was delivered, I requested a refund. The item was never even taken out of the box. After talking to FIVE different people that didn't want to help solve my problem, giving me bs excuses and lies about how the "next person could help me" the last person (the store manager) refused to give me a refund because they "weren't authorized to sell used furniture" even though the previous person I had talked to told me it didn't constitute as "used" because the box was unopened. The manager refused to even try to resolve the problem in any way whatsoever, complete apathy when the entire situation was due to her staff's negligence. Don't shop here, they will screw you six ways to Sunday, and they don't give a crap about you. read more

Sales team were good and where the goodness stops. We ordered a recliner which was somehow omitted from the original order. We reviewed the order to ensure all the furniture was there. The two arm chairs were omitted and had to be added, then there was a price issue that was corrected and somehow during these transactions the chair was omitted. First, they were going to try and get delivery before Thanksgiving that didn't happen. Then first call 2 arm chairs back ordered okay. Then day of delivery 2 hours after scheduled window of 3 hours, okay. Then delivery sofa table 2 hours after scheduled window of 3 hours, okay. Then delivery sofa table scuffed across the legs, chair to living room set had a broken back, media table screw through the top and china cabinet was not even part of the shipping. Today almost a month after the purchase they arrive with the China cabinet, living room chair and two dining room arm chairs. Living room chair had chip out of the wood grain on the front base and china cabinet had a defective piece of wood that appeared to be part of the wood like an insect hole and treated it as good wood. Would have been a simple fix during production but it was an obvious assembly line production. Much more involvement than this sparing all the details. During one call I was informed quality control inspection revealed the two arm chairs missing, OKAAAYYY where the hell is the quality control of the screw sticking through the top, chair back broken which still amazes me that it was brought in because they had to know it picking it up the back folded like a piece of paper, or the china cabinet missing. Right now, LIVID at not being able to put up the Christmas tree because the furniture for the living room is brought in through the door we set the tree in front of and dining room is where the china cabinet stores some of the dishes so right now everything is piled up in the middle which is the kitchen. I say this to all the readers out there: DO NOT PURCHASE FROM ASHLEY FURNITURE! I wanted to add this after my original post after now reading the other post. Today December 11, 2016 14 days prior to Christmas Day waiting to hear when the third attempt of delivery is going to be for the rest of my furniture. My wife already very distraught over the whole event adding to her fibromyalgia. What was to be a very special once in a lifetime occasion has brought her to a brink of massive depression. Now reading the past few post this has been going on for at least 8 months and most like very much longer. It appears that there is a program response for the f series key " I am sorry for your experience please email me to discuss" It appears the whole premise of resolution is wait the customer out! Don't reply to any calls they will eventually quit calling. Return enough times with bad furniture they will eventually accept because the customer is tired of refusing the damaged furniture. Ignore the emails they will eventually stop! BUYER BEWARE-TAKE HEED! The only reason I marked one star is because it was the lowest selection. read more

This is the WORST furniture store I have even dealt with. TERRIBLE CUSTOMER SERVICE! NO FOLLOW THROUGH. I purchased 2 complete bedroom sets in Mid September 2020. They originally told me the 1st set would be delivered in October and the 2nd set in November. I wasn't happy, but understood. They never contacted me in October, so I called them, they said they could deliver the bed, but that somehow the nightstand, dresser and chest of drawers were ALL damages at the warehouse. What a load of nonsense! The only bright spot was the wonderful man that delivered and put the bed together. I have always had to reach out to them. I called again, they said the nightstand, dresser and chest would be delivered on November 21st. I called them today...SURPRISE...it won't "be in their warehouse until November 23rd". I'm sure they will come up with yet another excuse as to why they can't deliver it. THE WORST CUSTOMER SERVICE...they don't care about you once you have purchased an item. I will NEVER buy anything from them and I will tell EVERYONE I Know NEVER to deal with them. The struggle is real...Who knows when I will get my furniture now (after this review). I even asked for their District Managers name and phone #, Katie at the Winchester location refused their name or phone number...who does that?!? Again TERRIBLE Customer service...proving my point, they do not care about you once a sale is made. read more

My experience in the store was fine, but it went downhill from there! For starters, the delivery date was much later rather than sooner, as anticipated. We had to call, and the furniture just so happened to have come in, so delivery was finally scheduled. We finally got the furniture, and within 5 months, the sectional sofa looked like it was REALLY old! All the seat cushions are pilled up, with the material sliding causing the cushions to lose their form. They 've gone from square to having rounded edges on the front where people sit from the material sliding. All the throw cushions are pilled, as well, and have flattened a great deal. The back cushions are losing their fullness as well. To top it off, the wedge has a broken spring, which in turn, tore the seat cushion. I have been trying to get resolution to this problem since late December of 2014, and here it is March of 2015, and I'm still waiting. Countless messages with unreturned calls, passing the buck, and broken promises are all we've gotten. We initially wanted to reselect, but now we just want the furniture returned and our account credited! This is the WORST customer service I have EVER experienced. Do not purchase from this store! I know that things aren't made like they used to be, so I know things can happen. It's HOW the problem is handled that makes all the difference!!!!! read more

Sales person was great but went down hill from there. I was told 2 weeks but could be up to 4. After 4 weeks I called since I hadn't heard anything. They told me only half had arrived. I asked them to deliver what they could the following week. The rest was supposed to arrive any day and should be no later then the next week. 2 weeks went by and no call. So I called and they ready back what was owed and had showed furniture that I didn't received as delivered. I kept the delivery papers and proved I did not receive a few items. They checked and said they could deliver everything the following week. Wrong dresser shows up and customer service was supposed to call me same day to resolve. Again no call back. I called and they said they entered the order wrong and it would be another two weeks. They do not care. The store manager offered no apology for a 2 week delivery that would now be 10 weeks. I asked at least to be refunded the shipping and the store manager said no and would not offer anything back for my hassle and having to be at home to meet them 3 separate times. I spent close to $8k with them and they do not care after they get your money. Do not buy from them. read more

I never write reviews but this is one of the worst customer service experiences I have ever had and I work in customer service. I cannot remember the sales associate who assisted me but he was very friendly, this has nothing to do with him. I was told two to three weeks for delivery and it is now going on week four. I finally received a call Monday at about 4:30 to call and schedule an appointment. I called as soon as I left work and dialed the extension for scheduling a delivery and no answer. Called again, same thing. I called four times before I was irritated enough to just leave it be. Called again Tuesday morning when they opened and still no answer. Finally dialed a different extension where someone answered on the first ring and scheduled an appointment. I was advised I "should be available all day Saturday." I work Saturdays but am so fed up and irritated with this company I am having someone take time out of their day to sit and wait for delivery. Do not buy from this company. The sales associates are friendly enough but after that it is a nightmare. Also, if you're going to have an extension for someone to answer the phone, make sure someone is there. read more

We purchased a sectional from Ashley Furniture in Winchester. The three-piece sofa is very nice but it ended up with a manufacturer tear on the seat cushion and communicating with them to get it replaced is unbelievable. We even purchased extra insurance for $150 and have been waiting to get this cushion replaced since January it is now April. read more

Great experience buying furniture here !!! Our sales person , Justin Larkin was wonderful !! Very helpful and informative from the moment we walked in . He was not pushy and answered all of our questions . We will certainly be back . Very nice place to shop !! K & S Gfroerer read more

wrong chair. terrible service. chair here 2 weeks no help! stay clear of ashley furniture!!

Went in and ordered a mattress. Was guaranteed delivery by two weeks as my daughter was going to college. After three weeks, they told me it would be an additional two weeks until it was at the warehouse. Follow me now, that's over five weeks until it will actually be in their warehouse. Therefore I canceled it at the three week mark. They just called this week to schedule delivery for a mattress that I confirmed canceled three weeks ago! Do not deal with these people! There Are plenty of furniture stores who can deliver as promised. This is a shady, unethical company. I've spoken to Sabrina the customer service manager as well as Jeremy the district manager. Best part is they claim that we can't get our money back because they delivered as promised... I don't know how that works. My attorney seems to enjoy this story so I'm going to hand it off to him! Please do yourself a favor and shop elsewhere. read more

Terrible experience so far. They do not keep their word. We still do not have our furniture... We sent it back after arriving filthy and not covered on the truck. They have yet to call to make this right. The driver said he thought it also came directly off of the floor instead of a new item (which we purchased). Will be canceling the order after the third mishap with them. read more

I will never recommend Ashley furniture in Winchester ever again. I have had a very frustrating time with scheduling repairs to furniture because they only get to our area so often during the month. We made a list of the things that were wrong, and trying to make an appointment so that you are there to receive is difficult. So time goes on, and you forget to keep trying to make the appointment times work. Finally, I have some time where I'm going to be home for an extended period and I call Ashley and they send me to extended warranty. Since I had already opened the case for repair, extended warranty sends me back to Ashley furniture since this is where I first reported the issue. I call Ashley furniture back and they say now it's outside of the one year and now there is nothing they can do because there are notes don't show The item that I need repaired. And they say there's nothing they can do. So now I have an extended warranty through March 2021 that is useless because the case was opened with Ashley furniture and now Ashley furniture says I'm out of luck and there is nothing they can do. Montage is the extended warranty company. They say it's an already open case and that I should go back to Ashley Furniture. So EVERY TIME we go to sit down on the center section with broken footrest,we are reminded that Ashley Furniture says that there is NOTHING THEY can do. Imagine that! read more

Ordered couch and love seat over five weeks ago. At first said I may want 2 couches but after measuring needed one couch and one loveseat. I called and let them know . Thought it would take a week to 10 days so took furniture out of room to paint and get ready. Over 4 weeks later got a call that my two loveseats were ready for delivery. Told them it was a couch and loveseat so they had to transfer me to Winchester store . Complained to Tobin that the time frame was unacceptable and wanted to cancel order. He said can't do that and that I had signed number 16 or 17 that says once you pay. That's it!!! First of all they need to let people know up front that it may take 4-6 weeks to get in and then customers can make an informed decision and not lead the customer into thinking otherwise. They are good at getting around this. He said he would talk to management about any thing that could be done to help out any never heard back. Did get furniture today but would not recommend Ashley furniture to anyone unless they know the whole picture first!! read more

One star is too good. Bought a couch and chair recliner set. Had the couch for a month or so when the stitching started to come out - after about 6 months of phone calls and wrong parts we finally got it fixed. Fast forward 3 months - the chairs foot rest has been sticking up in the air for two weeks - Can't get a returned call! Shocked? Hardly. I'm about ready to put it in my truck and drive it to Winchester just to get it out of the living room. The furniture is poor quality and customer service - non-existent. SO sorry I didn't check their reviews before we bought. read more

Our experience with Ashley Furniture in Winchester has been fantastic. The store manager, Christian, was very helpful to us. He sat down with us and helped with our selections and talked about pricing in a very relaxed manor. Also, we love the selections we made. We like a modern look, and the pieces from Urbanology fit our style perfectly. We were told our delivery would take about four weeks, and that is exactly when we got the call to schedule a day. Worth the wait! We did have a few pieces that were scratched, but we called the customer service department, and after emailing photos of the problems, Ashley is replacing those pieces! Very happy! read more

Worked with salesman Clay and Deborah at the check out area. Both were pleasant and helpful. Clay went out of his way to help me with measurements and looking up something I asked about on the computer. His knowledge of products was impressive. Deborah was very sweet and helpful as well. Both Deborah and Clay know the meaning of "good customer service." I highly recommend working with them if you need anything from this store. read more

I will never purchase anything from this Ashley Furniture ever again. Their communication regarding delivery is very vague and the sales reps don't even know anything about their process for shipping/delivery. We received our table damaged and our shipment was short chairs. Their customer service is not helpful and they do not respond back to you when requested. The delivery service they used when delivering my furniture tracked in clay mud all through my brand new carpet which I had to professionally clean. I called to complain but never heard back from them. Just an all around disappointing and frustrating experience. read more

Buyer beware!!!!! Unless you buy floor model furniture you must be prepared to either pay $139 delivery fee or spend your day driving 1.75 hours each way to their warehouse facility to pick up your purchase. It cannot be picked up from the Winchester location. This will probably be told to you after you get your receipt which will state store policies. At least with grand and schewels you have local pickup areas. $139 may not be a fortune but to someone on a fixed income who has been saving forever for new furniture that's a lot of money. read more

Wish I had looked here 1st. Ordered a couch on 7/ 12, paid cash, had to take off work twice only to get call saying oops it didn't make it on truck we don't know where your couch is. Second date I received 2 phone calls from same person 30 minutes apart telling me entirely different things. Finally after leaving multiple voice mails and emails at main distribution center, local store is not helpful, I got to someone who was able to help. At this point I just wanted my money back which seems shady they won't do under any circumstances, but at least she finally got a couch delivered on 8/27. Way too long to wait for 1 piece of furniture and I'll never buy from there again or recommend to anyone. read more

I will NEVER buy from Ashley Furniture again. I should have read the reviews before buying. I bought my furniture on 1/27/19 and was told my furniture would be here by 2/2/19 and I would receive a call giving me a time range. I never got a call, so I called the store. They stated that there was a delay and that it would now be delivered on 2/8 and I would receive a call the day before. Again no call so I call the store and Jennifer says it will be delivered on 2/9. By this time I am frustrated, and hang up on her. She calls back I don't answer, so she leaves a mesg. And says I need to call back to confirm delivery. I call back and ask for Jennifer and she is on lunch. So I ask the guy if he can help me, so he supposedly sets me up for delivery on 2/9. I didn't get a call on 2/8 to give me a time rang for delivery. So again I call, and the guy I spoke to never entered my delivery in the system. So here I am without furniture still. I should be getting my furniture tomorrow, I won't hold my breath. I would not recommend this place to anyone and learned my lesson to never buy from them again! read more

I ordered an entertainment center on January 10, as of May 12 I still don't have it. The first delivery (mention I had to take off work) was damaged. The delivery drivers tried to persuade me to keep the damaged furniture, saying they didn't want to come back out. I ignored their comment, they went and got their Ipad, took a picture and emailed to the main office. The woman on the other end clearly told them it was damaged and she wanted to talk to me. She told me she would do the same and she had good customer service. So the second delivery was scheduled, (again another day of lost work) because of their awful delivery schedules, and that they don't have a distribution center in Winchester like Grand and Schewels. The window was 11am-2pm. So I left early morning and was back by 10am only to listen to a message that they were not coming. So I called, they promised they would delivery on May 12, at 1pm. I pull up at 1pm, my storm door is wide open with the plunger on, and my wreath ripped off the front door. I'm like WTF happened here. Let's also bring up that the first delivery they trampled through my flower beds instead of using the sidewalk. Such great customer service, that I cried my eyes out. So now I'm at the 4th scheduled delivery. The customer service in the store is awesome, the contracted delivery service sucks! You would think they would offer to drop at the store and have the store manager bring to me. I will purchase some lamps that I want because I can take them with me, but nothing else ever again. This has been a frustrating trying experience that I never expected. read more

The Winchester location itself is not a bad place. My wife and I had a great sales member but had terrible experience with customer care. We ordered our furniture a month in advanced of when we actually needed it and the day before it was set to be delivered we got a call stating our couch would not be in. When we ended up calling and speaking to customer care they stated there was nothing they could do and our couch would not be in until 3 weeks later. (We had just moved and had absolutely no furniture) We proceeded to tell them how unacceptable this was and that we couldn't just wait that long for our couch because someone failed to order it. We requested our $200 delivery fee be reimbursed since we won't have all of our furniture the first day we move in. The lady we spoke to the first time stated that she would document it and send it to a supervisor. After not hearing anything back we called a week later and got the same run around. Ended up calling a couple days later and got a gentleman on the phone who stated he would document it again and would call us the next day however we have received no calls from anyone. Not even the lady who called to finally tell us when our couch would be in. The remark we got was well we can't give you any money back because the delivery fee is the amount that is charged for our guys to come out and set up the furniture. We have called customer care again this afternoon and left a message demanding a call back stating how poor their customer service is. I will never buy from Ashley's again. It's sad you go in to their store for the first time and this is how the service ends up being. I think I will pay a little more next time and go to Grand furniture read more

I bought a coffee table and two end tables under the promise that they would be delivered in a week. I expressed that I was not interested in them if they would not be available within that time frame. Only one end table was delivered on the promised delivery date and was not notified in advance that this was the current situation. I called the store to express my frustrations, requested that a manger call me to discuss this, and a manager never called me back. I was also told that all sales are final, and even though I made the purchase under the promise that they would be delivered, there was nothing the store would do to rectify this issue. Will never shop here again! read more

My experience with them has been awful. Like Misty, we were told 2-3 weeks and we would have our furniture. Like with Misty, this was false. We got one excuse after another. Then they would not give us the corporate number so we could call and complain. I had to go online to find the corporate website. They don't have a number to call on the website. Instead you have to write it all out. I did this and 5 days later and I still have no response from them. Their corporate customer service is as awful as their stores. No wonder you can't find the phone number anywhere. They don't care about their customers once you have paid them. I will never go there again and would strongly urge no one else does either. Unless you feel like being jerked around while you wait for furniture to arrive. read more

I purchased from the Winchester store, I have to say the sale went smoothly but the delivery ladies went above and beyond to help me. I first spoke with Adrian and she was very informative and was able to get me on for a day that worked great with me, my uncle then passed away so I had to cancel my delivery, I called back and spoke to Victoria who was very sweet and scheduled me for delivery for the following Saturday. I called back to confirm my time frame and has the pleasure of speaking with karren who was very sweet as well. Received my delivery and everything was wonderful. Then 2 days later a nice lady called back to ins out how my experience went, she was very kind and helpful, I had questions about my bill and she was able to get me over to the store. Keep up the great work everyone and we will defiantly be back to purchase more for our grand kids! read more

I wish I had read these reviews before we dropped over $3000 for living room furniture. How they are number 1 in so many categories, I will never know. We purchased from the Winchester Virginia Store and it was just awful. I would not recommend this store to anyone. We were shopping for a sectional with reclining seats. The Sales Person was good and patient while we looked and came back a second time to take measurements. They would not budge hardly at all on price even though they were advertising Black Friday Deals. We could have saved over $700 if we had just ordered online, but the salesperson said we would not be guaranteed delivery before Christmas unless we ordered in the Store. We even added a fourth piece and got the matching rocking recliner. The Salesperson assured us we would have delivery by Christmas, since we were entertaining for the Holidays. We received an automated call from the Delivery Service to schedule delivery for Dec 19th. Drivers were 30 minutes late after giving a three hour window for delivery. They were good and professional. We only received three of the four pieces and the driver told us that we should have been informed of this. We immediately called the store and the warehouse and was told that this item was taken off the delivery, but they do not know how or by whom or why! After several days of back and forth, the warehouse customer service advisor made a deal with the store to allow us to take the showroom piece. When I arrived the week of Christmas to pick up the Loveseat, I was asked why I did not bring help to load it. I was also told that once I took it off the showroom floor that it would be mine and I would no longer get a new one from the warehouse. I had no choice, if I wanted to have a living room full of furniture for my Holiday guests. Needless to say we are not at all happy with the way we were treated and we had to pay full price for a "used" piece of furniture. We have no idea how many people sat on this Loveseat before we brought it home. Then the day before Christmas the Couch which had nice massagers built into the outside seats, began to make a loud rattling noise. It feels like the motor of the massager has been located too close to a crossbar and it is causing a loud vibration. We are not sure what our deductible will be if we call the insurance company to have it fixed. Plus we paid extra to cover the furniture for three years. With the way this has all transpired, I am not sure if the furniture will last that long. I would welcome contact with Customer Service, but not expecting it. I can revise if they are able to help. read more

NEVER AGAIN!!! This has been the worst experience I've had in retail. It has been 6-7 weeks and I still do not have what I ordered. The customer service is horrible. I have had the wrong couch delivered, I have called and left messages with live people who said someone will call me back and never do. I have been hung up on, I have been talked down to and I still don't have the right couch. I was called by the distribution center on Saturday to schedule my delivery. When I called the number back (for 5 hours) no one answered and the mail box was full. When I called today, I was told that my couch was due today at the warehouse but wasn't in and they couldn't schedule my delivery. When I asked why they called on Saturday to schedule it if it wasn't there, the lady was rude and quite frankly as unprofessional as they come. So here I am, no one will return my call, still don't have my couch and for the second time in almost 2 months, I have a living room that is non-useable and company coming with nowhere for them to sit. I have not been rude, yelled, raised my voice or negative towards them. I understand mistakes happen, but when it is returned with the negative and unprofessional service that I have dealt with, I will tell everyone about this experience as I wish no one to go through this. Shame on these people! read more

Definitely do your homework before going here. Absolute scam. We went last weekend for their big sale, which in real life means that they are just going to mark up the base price and make you think you are getting a deal. When I got home, I compared the full prices listed on the Ashley Furniture website to the full prices in the store and was shocked. I wish I had done this while we were shopping. The side table we bought? Listed online for a full price of $449, the store's price was over $700. The coffee table? Listed online for full price at $899, in store for over $1300. Not to mention the price for the kitchen table that we purchased is over $600 different compared to THEIR COMPANY'S WEBSITE. I called back to ask what could be done, since I believed that there had to be a mistake on the calculation. I was told that the prices online are different than in the store, which I understand to some extent, but not over $300 higher!! My advice? Go to their great showroom and write down what you want to buy, then go find it online. This is why store's are going out of business. What makes it even better? No returns and cannot change your order after you sign your life away at the end, which they do not tell you up front. Disappointed to say the least. read more

worst furniture experience of my life!! sales person jen sold me the wrong bed they delivered it wrong twice before cathing it and the store manager christian refused to do anything for us other then reselecting an waiting 8wks for the right bed to come and on top of the wait it would cost an additional $1000 i ended up deciding to keep the set we choose because it was the price range we were looking at and its what we like they only offered a $100 refund for he rails that wont work on my bed! its been a week and i still havent gotten a refund or have i gotten a call about them picking up the rails!!! i will never shop here again!! i would suggest you going to ashleys in hagerstown or value city or bobs this place is a rip off and they have the worse customer service ever!!!!! they only 2 people that tried to help was melissa and casey in the office! read more

I am writing a follow-up to my previous horrible review. It has been a week and a half since my second delivery fell through for a couch and couch pillow. The customer service rep posted on yelp for me to contact her. I immediately send my email and contact information and what items I need delivered and no response. They posted online for me to contact them to save face, but yet no one will contact me. This company should be out of business. They are useless and the warehouse that handles delivery is useless. Be prepared for long hold times before anyone from the distribution center will answer. Now we are at 12 weeks for a couch and a couch pillow that should have taken 6-8 weeks per their sales rep. Also who knows if my couch will arrive on the 12th of September since the first time I was to get it they didn't realize til the morning of my delivery it was damaged and the second time delivery was scheduled they didn't even have the couch. DO NOT buy here. read more

We went in Saturday Afternoon looking to furnish our whole house. We wanted to look for a while before we made ANY decisions. Wrong. The lady latched on to us like you wouldn't believe. I told her we wanted to look and oops there she was again. Could not shake the woman. So at this point my family started finding things they liked so we placed the order with her. We were there for 5+ hours. So we finally picked everything out and was ready to pay. Oops again most of the stuff was out of stock but some could be delivered Since we needed it ASAP we agreed to that. Okay 1st shipment came some good some bad. My daughter ordered a gel memory foam mattress. The delivery folks said it needed to sit for 3 hrs to expand. Well that was January 31 and the dang thing still hasn't expanded. Sofa pillows have pulls in them and they delivered it in several delivery's none of which was in the time frame they were suppose to have been delivered in. They had a customer service person come out to look at the mattress and a few other pieces that had some dings and damage. Two to 3 weeks later I called to see when they would be delivering the items. No idea but said they would be here Saturday between 1 and 4. Ok we waited at 3:30 they called to say they were given the wrong address and they would be there by 5 well at 6 they called and said they would be there in 45 minutes so at 7 they finally came with the wrong Mattress none the less. Another oops, but they did bring the other items that needed replaced. So I called the manager at Ashley. He said they were going to deliver it Wednesday. Well today is Wednesday and guess what no mattress. I got the call yesterday saying they were coming today so I called the same number that called me yesterday and she had no idea what I was talking about they would call me right back. Well they called the house number not me. They were kind enough to offer me a $100 gift certificate but at this point I will buy my Ashley Furniture at Big Lots at least I know my delivery will be fine. Not sure when the mattress is coming or if it will be the right one. I guess when they finally have the time The customer service guy took a picture of ours and sent it to Ashley so they would know but she said she didn't check it she just sent one. In the mean time the sales rep that we couldn't shake in the store. Haven't heard a word from her since we left that night. Sure wish I would have gone elsewhere. I was even dumb enough to by the warranty hope I don't have to use that. read more

I WILL NEVER ORDER FROM HERE AGAIN. We were told 6-8 weeks and after 7.5 weeks I was informed that a piece of the furniture went missing and as soon as they find it they will deliver both pieces... well they finally deliver after 8.5 weeks of waiting for it and both pieces are damaged, they tell my mother in law no problem we will order the pieces and have the couches fixed right away and that repairing it was her only option as they have already delivered the furniture inside the home. Well I call today to find out what is going on and I am told that I will still be paying $2,000.00 for both damaged couches because she accepted the delivery and in fine print at the bottom it states that after signing for the items you have accepted the condition that they are in and agree to the charges and in order to replace the couches with two new ones she should have denied the delivery which was not an option given to her. I was patient with the lady the first time when she seemed on our side about things, my husband is currently overseas and called them to find out what is going on himself as he wanted all of the information... I mean come on we are paying $2,000 for damaged furniture. The lady I spoke with told him something completely different so I call back to figure out what the deal is yet again and customer service lady says "I'm going to be honest we have talked to you and your husband about 5 times today and our answers have stayed the same" that was a complete lie because he called once and so did I and both time the answers were different. I informed her that my husband is currently overseas and she said that's what he had told her and she was pretty much tired of talking to us. I will not pay $2,000.00 for broken furniture and be treated with disrespect. read more

Horrible customer service. I ordered a sectional sofa from ashley furniture. I scheduled delivery date and was asked to make sure my living room was prepared for the sofa to be delivered. I moved my current couches downstairs the day before delivery and was ready for my new couch to be delivered. I get a call at 8:30 that night telling me my couch came in but the arm on the couch was broke so they would not be delivering my couch the next day. I then was told it would be a week before they could have it delivered to me. I asked if I could have my delivery fee waved for the hassle of having to wait for my couch. The lady told me I had to talk to a supervisor. I talked to the supervisor the next day and she said they contract the shipments to outside companies so they can not wave my delivery fee. I was offered a $50 gift card instead. You can't buy a throw pillow for $50 in ashley furniture so I told her forget it. Now I have no furniture in my living room and will be sitting on camping chairs until who knows when. Take my advice and go elsewhere. I wish I would have. read more