Once you buy something - their customer service (particularly the sales people) goes out the window. I bought furniture the end of December and was told it was in stock and someone would call me to set up delivery. No one ever did. I called to check and the woman who helped me had to find the furniture elsewhere because it was out of stock? It was then delivered. One week later everything I purchased went on sale. I went to the store for a credit and apparently if you have the furniture delivered - you can't get a credit? Now - one of the chairs that was on back order, is now out of stock. They have not called me once until today to update me because after the two times I have had to stop by to check on it, they said the would have it in today. They called today to let me know the chair is now out of stock and I could have the floor model. I asked for a refund and they don't give refunds - only store credit? After haggling for a bit I received a credit back to my account. I will give positive ratings to Keyonce. She is friendly and knows her stuff and is the only thing positive about this whole experience. That being said - I will never shop there again. read more

Well I went into the store on 10/1 the gentleman that assisted us was nice and detailed. He gave us great feedback on the different mattress. So we purchased two sets one queen and one king. Delivery was scheduled for 10/8. Guess what wasn't delivered mind you my husband took the day off from work. Then they have is a run around and then they scheduled delivery for 10/9 well they came at 230 when we expressly asked for after 3 asked them to come back and the girl said they will charge another delivery fee. These people at the distribution center are the most unprofessional people. I will never spend any more money at this store!!!!! read more

These people are full of schemes! Don't shop here. They have horrible service and lock you in with a final sales document!

Don't buy from Ashley. Poor workmanship and they don't stand behind their product. Delivered broken recliner. Had to call multiple times get someone to come and fix. They did not show up twice. Waisted much of my time. Customer service just keeps giving me the run around. read more

DON'T PURCHASE FROM ASHLEY FURNITURE HOMESTORE... I gave it one Star....really it should be no Stars!!!! Defective products and bad customer service! I ordered a set of furniture from Ashley Furniture Homestore on August 28th, 2017. First: I was charged a shipment and delivery fees of $139.99 that was estimated to arrive at my house on September 20th, 2017. The next day, I called the store to inquire about the delivery fees that was charged since the advertisements on the local paper and TV ads were promoting free delivery for that week until Labor Day when the purchase was over $1,000.00. The sale representative I spoke to answered that they are a Franchise store and did not participate in that promotion. I then called other Ashley Stores in Fairfax and Falls Church and they told me that they do have a free delivery promotion running until Labor Day. Second: The delivery was scheduled and arrived on September 22nd, 2017. On October 3rd, 2017 I called customer service and spoke Carrie to explain that the surfaced polish on the desk was coming out when I tried to clean it so I stopped and did not touch the other pieces. I also told her that chair and the ottoman legs were chipping in several places with some staples falling off from the bottom finish. She asked me to email her pictures of the defectives parts which I did the same day. I sent her another emailed on October 16th, since I did not received a reply. After not hearing from her for the 2nd time I called her again on the October 19th, where she apologized for not calling me sooner. On the October 25th, I received a voicemail from a Furniture service company to confirm service on October 27th. The service person came and inspected all the issues. With a wood maker and polish spray he patched up the chair and the ottoman legs where they were chipping. He also removed a staple that was right on the bottom front of the chair very carefully so he wouldn't damage the fabric. He tried to fix the ottoman upholster, but couldn't since a tread seemed to be missing and could not be fixed on the spot. I also showed him the back of the chair that upholster was not properly aligned. He took pictures of all the issues before and after his attempt to fix some of them. He told me he has to report that they needed to order a new casing in order for his company to get paid. However, he will highlight my concerns of having a new replace ottoman as well. I never saw a copy of that report. Third: On November 2nd, I received a voice message from Carrie stating that she ordered the part that the furniture service contractor recommended. I called back and spoke to Danielle to inquire about this order since I was not involved in that decision. I explained to her that I purchased a brand new furniture not a damaged or refurbished furniture. The tags are still on the items since they were received and I needed to reorder (a replacement) item that was not damaged since that was what I paid for. After so many arguments I could see that I wasn't going anywhere, I asked to speak to a manager. She stated that they were all busy at this moment and that a manager will give me a call back. On November 4th, Carrie called me to inform me that the casing part will at my house on the 7th. I told her that I did not order or pay for a damaged or refurbished piece of item and I was still waiting to hear from a Customer Care Manager since November 2nd. She then answered with a frustrated tone they will not tell me differently and that she told me to schedule a service repair when I receive the fabric. I told her that was unacceptable to have an unused item repair at my house when I purchased a new furniture. The ottoman is seating in my house the way it was delivered with its tag on it, and I request a replacement of the item I paid for not a repaired item. After a heated discussion she asked me to hold and gentlemen by the name of Joe Jackson got on the phone and stated that he was a manager. I explained the whole situation again...bottom line, I purchased a brand new furniture that was delivered damaged and I expect them to replace the item not repairing it at my house. He told at first to send him the pictures when I told him that they were on the record file. He told me that he had to review the pictures and will call me back in half hour one hour tops. That conversation happened Saturday November 4th, around 2:32pm...I have not heard from anyone since. read more

You couldn't PAY ME to shop in this store again.....EVER! I never received my furniture. I will express the modified version, as so much went on it's truly ridiculous...I ordered a furniture set in October 2018 and it was supposed to be delivered in the early part of Nov 2018. I thought it was cutting it close because my wife and I wanted to host thanksgiving at our home. We have a lot of people in our family so the we thought the couch would be a good purchase. After many calls on the status of my order I was getting the run around. As a result, I physically went up to the store to inquire about my purchase same thing over the phone as I received in person...which is B.S. I expressed I wanted a refund and they said "corporate" has to approve the refund. I say ok "call them" right now and get the approval. Their response was "we don't have a phone number we only have the email". The response takes 48hrs...okay...what corporate business do you know that only has email? This is now 2019! I say okay, I will follow up within that timeframe. Of course I follow up, and they say "corporate" hasn't responded. I am extremely upset and disappointed at this point. I do my own research to finally get a number to corporate. I express my concerns and they are giving me excuses as well. They stated that I have to handle my issue with the actual furniture store not them......smh. At this point it becomes entertaining. To me if you're a company you should value your customers. It got to the point they screened our phone calls and didn't answer unless we called from a new phone number. Then when they found out it was us on the phone, they put us on hold and never pick back up. It is January 2019 and they have not called us one time to apologize or tell us anything. This place is a DEN OF THIEVES not a furniture store. Beware and DO NOT buy from them! read more

Can I give a zero? We have been waiting for their "supervisor" in customer service Deannie in Fredericksburg to get in contact with us since Sat, that is after being yanked around for over two weeks by their customer service personnel. Bottom line, they delivered broken furniture to us that they tried to repair before putting on the truck for delivery. We did not detect until 2 days later when my 80 year old father went to sit in the newly purchased chair for the first time and the leg slid out from under him and we detected two ripped out holes where one leg was supposed to fit in. They said they would send us a T-nut to fix, thing is you cant put a tnut into a damaged frame that makes up now two holes right next to each other. This was an $800 chair! I did not pay $800 for a bandaged up piece of furniture that cannot be fixed and trusted to support any weight whatsoever. I will never shop with them again. And this is after 10 years of being a loyal customer and spending a great deal of money with them. I just want this broken chair that is now sitting on its side out of my house and my money back. Ashley Furniture - Absolute con artists that take no accountability. read more

BELIEVE THE OTHER NEGATIVE REVIEWS!!! RESEARCH BEFORE BUYING ANYTHING!!!!! THIS PLACE WILL SCREW YOU!!! This store has horrible customer service; a manager is always needed to fix customer issues and they are never available. I called for 2 days several times a day. I was either told that the manager (CHRISTIAN) I needed to speak with was in a meeting or "I gave him your message and he will contact you by the end of the day" only to call back before closing and was told that he left for the day. The managers are a joke and lack any customer service! Sales reps LIE to get a sale! I was told by the sales rep that I could cancel the order if I had second thoughts if I called back the next day when they opened. I called at 11am (Sunday) when the store opened and they didn't turn on their phones until 11:30am then I got the run around about needing a manager. Only to be pushed off until the next day and the next day and the next day. I haven't even received my order yet; not expected for 2-3 weeks. Also, don't believe them when they say that Stearn and Foster is a top rated, top of the line mattress. It has the worst ratings and most dissatisfied customers of any mattress made today! If I could tell everyone I met not to go to Ashley Furniture I would. This store needs to remember that negative feedback travels much faster then positive. ****UPDATE***** Christian finally called and was able to correct the issue. Once he did call, he was very pleasant and nice to speak with. I still haven't received all of my furniture so I can't say how the quality is quite yet. But I will re-post after I receive it. ***UPDATE #2***** When I purchased from Ashley Furniture I purchased a bed frame, a mattress (which I had refunded), a living room set which included a love seat, a sofa, and three tables, and also the accent chair that matched the living room set. I was told it would take 2-3 weeks and I would have everything. Now, I know that is not true. First, 2 weeks after my order, I received my accent chair and living room tables. After calling back about 2 weeks after that they said they had my bed frame in stock but wouldn't deliver it cause the cost wasn't over their limit for separate delivery. I asked when all my furniture would be ready then they said not until mid-Sept. That is over a month and a half from when I purchased!!! I told them that was unacceptable since it was all only suppose to take 2-3 weeks. (We just moved to the area and didn't have a bed until this one got delivered) I asked what they could do cause we needed a bed sooner then mid-Sept. After asking a manager for approval (which of course required a few phone calls back) they decided they would deliver our bed frame. That was a week ago Thursday. I called again this Wednesday to see if there was any update on my living room set (again, new to the area we don't have anything until this furniture gets delivered). The gentleman that I spoke with couldn't help me cause he said he didn't work at this store on a normal basis but would leave a note for someone to contact me the next day. I never received a phone call back all day. I decided to call before they closed and ask again what was going on. Again, another gentleman said he couldn't help me. Finally, I called today (Friday) to check once again if anybody would be able to help me. I spoke to a woman this time but says stated that I am only missing a sofa. That I never purchased the love seat; which I did. Now, again waiting on a return phone call back from a manager to hopefully, clean up this mess which this store has caused. I am so dissatisfied with this store, their customer service, and their lack of empathy for their customers. I paid a decent amount of money for this furniture over a month ago and am still waiting on half of it to arrive. I have had more issues then someone should have to receive an order. Frankly, this store is ridiculous. They should only withdraw the money when they deliver the furniture; maybe that would hurry the process up. I haven't even received my order yet and I would NEVER recommend Ashely to anybody. I WILL make sure to tell everyone my story and I will NEVER buy from Ashley Furniture or buy anything made by Ashley ever again. Truly, the worst experience I have ever had with any company. read more

Wow, really disappointed with the customer service. I would not recommend this store to a friend or purchase anything from this company again. We purchased a love seat, a sofa, and a recliner. The employees delivering the furniture broke the frame of the couch and ripped the corner of the couch. They also put a large scrape in the wall. We contacted Ashley Furniture and they took forever getting back to us. After back and forth phone calls (you have to leave a message unless you have a while to hold on the phone), they planned to send someone out. When we finally got in touch with someone to schedule, the representative was rude and impatient. Ugh, not worth all the trouble. Oh, the powered head rest on the recliner doesn't work at all. The salesman in the store told us that it would be fixed before delivery. Not true. read more

We were looking for a specific sofa set and we saw the same sofa set have a better deal at Sterling location. So we asked for a match. The store general manager came out and told that they can not match the price as the other store also do not have that deal. So we said fine and were about to leave. He asked us if we were going to Sterling one, and we said yes. He started getting agitated and asked us if they are not going to honor the deal, then why do you want to go there and started shouting at us asking WHY HAVE YOU WASTED OUR AGENT's TIME.... We could not believe that a GENERAL MANAGER would talk that way to a customer... HORRIBLE HORRIBLE CUSTOMER SERVICE.... I would never ever go back to this store.. and I stronlgy recommend check the PRICES at other stores... WAYYYY OVER PRICED!!!!! HORRIBLE WAY OF DEALING WITH PRESSURE and PRICE MATCH issues and VERY VERY RUDE MANAGER.... read more

My fiance an I just purchased furniture at the Manassas, VA location last week. We have not received the furniture yet, but that will not stop my review. Ken Thatch, our salesman, sold us this MFS protection plan, swore up and down we had to have this. He promised us that after the 5 years it is covered for, if you don't use it, you get your money back. well, not really. After reading the fine print and talking on the phone with ashley you actually get whatever you paid for it in store credit. This is useless to me. I called ashley, as the fine print notes, to cancel and receive a full refund to my bank card. Had to call 3 times waiting on hold and then being promised a manager will call me back when I told them I don't need to speak to anybody I just want my card credited the amount paid back for the protection plan. Never called us back, we had to dial back in. The manager proceeded to push us off the line and hang up on us!!! Called back, then was told we have to come in to get our refund! I live 1.5 hours away, and this is a big pain in the butt to do this! So easily can your card be charged over the phone, but dare you request a refund, which under the terms in the fine print is good to go, you have to go to the store! I am so fed up with these people such a sham. We spent almost $2500 at this store only to be treated like this. I can only pray that our furniture arrives in good working order. Not only will I never spend a dime at this store again, but I will flood social media websites just like this one with this horror story so regular people, just like you and me, will know what they are getting in to if they decide to do business here, which I highly suggest they don't. Spend your hard earned money elsewhere. read more

terrible customer service. they don't return calls and they will get your delivery date allllll messed up. i spoke with the "so called" general manager, christian, and he couldn't do anything for my inconvenience. save your time and money. they are unorganized and unprofessional. read more

If I could give them a zero star I would! My mom recently purchased furniture from here and had a terrible experience. We had issues with pricing and they were supposed to get corporate involved and call us back. After not hearing back we decided to head to the store to see what was going on. The staff in the back has NO customer service skills whatsoever! No one greeted us, they all avoided eye contact until one of them gave in and finally spoke to us. The salesman ignored the lady at the front like he didn't hear his name being called. When he finally walked over he wanted to argue about everything. This store does not believe in customer satisfaction. No one called corporate and no one cared about how we felt. The store manager was there and they did not want me to talk to him even tho he was sitting right there behind them. We had no choice but to keep the furniture but we will never buy anything from this store ever again!! They are all so sweet and helpful to you to rope you into buying but as soon as you have an issue they are quick to dismiss your concerns. Very sad really! read more

I am not a person that ever takes time out to write reviews but I feel that I must this time. This place is the most horrible place I have ever shopped at. The salesperson was polite to collect my several thousand dollars however once you pay, BEWARE!! A month later and I am still waiting for furniture to arrive. DO NOT SHOP HERE!! I could understand the delay if anyone at Ashley was communicating with me. I've had to call several times-good luck getting a live person that isn't "busy with a customer". I thought I was a customer too??? Just horrible. Never again and trust me, you will be sorry if you do choose to shop here. Beyond disappointed. read more

READ THE REVIEWS! I've had the same problems as everyone else. I bought a couch months ago, but wanted it delivered when we moved (next week). I was told they would deliver it 9/21, and that they would call prior to delivery to confirm the time. Flash forward; yesterday I called to confirm my delivery, and of course there's a problem! They said they weren't even getting the couches until a week after, and that the item I ordered "was now back ordered." I told them that it was totally unacceptable given when we purchased the couch, it was in stock and we were guaranteed delivery on 9/22. They connect me with the original store who proceeded to tell me that "there's no back order on that item, we just don't have it in the warehouse." So when I offered to pick up the couch myself if the refunded the delivery fee, they said they would call me back later that day... I haven't been called back and they won't take my call if I call in. read more

DO NOT BUY FROM THIS STORE!!! My wife and I recently purchased a home in Woodbridge and needed to furnish our new house. Long story short, I spent $10,000 at this store, yes that's right, ten thousand dollars!!! Worst money I've ever spent. Not only did the sales rep lie to us, she also tried to charge me an additional $1,200 and wrote the order for our sectional wrong. They told me they would have everything delivered within 2-3 weeks, no problem, however, when I called at around the 2 week mark to get an update they told me some of the pieces weren't available for another 2 months. Seriously, I fucking despise these leeches! Ripping people off and spewing bullshit to try and make you happy. The furniture looks nice in store but not worth the headache or bullshit you have to deal with. Oh and fuck Jelyn, amateur only wanted to give us 50% off a $100 mattress cover when we spent all that money. I'M FUCKING PISSED JUST THINKING ABOUT THIS!!!! read more

The sales rep we spoke to was uncaring and deceived us. We were just going to order online, because we would have had it delivered in 2 days, but he convinced us to get it through them and have them deliver it on that next Saturday. He made us believe that we won't be charged for the set up of the furniture, but quickly found out when we looked at the invoice that we were going to be charged $100 for it! So we just had them deliver not set up for free instead and it was promised to us on Saturday. Then come to Saturday I called and they told me it gets delivered to the store on Saturday and we would have to wait additional days before it would be delivered to the store. Now instead of paying less online and having it delivered in 2 days. We paid more to purchase in store and had to wait 2 weeks! The sales rep decieved us to make his commission. I will never go back into the store again and I will always order online from now on. read more

Thank you Ahmad and Brenda for taking care of my issue. I'm really happy with the resolution and I'm excited to have my furniture arrive.

My husband and I had a great experience at this Ashley furniture. After reading reviews of Ashley furniture online, I was a little nervous, but the Woodbridge store was great. We purchased a bedroom set and couch (both on sale) over Memorial Day weekend, and it was all delivered without a hitch 4 days later. Our sales associate was great, the manager was helpful, and the delivery was on time. I would definitely recommend this store! read more

I really wish I can give negative stars. I don't usually make or give reviews, but I feel like I have to. I would not wast your time energy or money here at this store. I have shopped at Ashley before, but this experience has been anything but good. I went in the store and ordered stuff for my new apartment I just moved to VA and need furniture, where else to go but Ashly plus had a great experience in a different state! So I got a couch, bedroom set, end table and coffee table, simple right? Nope the end table I refused due to damage! Before I go there they said everything but the bed will be in no later then the 30th of Oct! But then it was the 15 then the 19 of Nov! I'm no so I had to go on and call the online people where I was informed that the couch was backed order and I wouldn't even be able to get it from the store till mid Dec to Jan, that unacceptable. So I called customer service and asked 100 different ways how I can go about getting it sooner, the response was sorry that's our policy. I went to the store and changed out the couch. One pice of furniture was coming in at a time I needed a Sat delivery due to the fact I took off work ones for my couch to get delivered and ones for something else to get delivered I could not takeoff anymore time I have a new job to get a delivery. Customer service told me sorry that they ran out of options and would call me back in 2 hours! Guess what they did not I called them they didn't answer so I called the store. Got the delivery day I need it. But then they delivered my dresser again it is one piece at a time just to come find out they're in a rush to get out of my apartment almost left the tarp on my end table that they re-delivered to come and find out my dresser is very damaged and is taking three weeks to get a hold of somebody so they can send a technician out here to fix it where is it the thing is unfixable they just need to return it but they wont. customer service is a bunch of useless and incompetent group of people I have ever had to deal with. read more

My husband and I purchased our sectional sofa from Ashley Furniture before reading the Yelp reviews. After reading the negative reviews, I was nervous that my sofa wouldn't arrive on time, or that it would arrive damaged. Well, either Ashley Furniture is working to correct the issues that are described in these reviews, or I'm just lucky, because my experience was nothing but positive. When we arrived, we were greeted by Beth. She really had a talent for striking the balance between making sure we could find what we were looking for while not being pushy. After we paid for the sofa, she told us that it would arrive in 4-6 weeks. Sure enough, right at the 4-week mark, I received a call from the distribution center to schedule a delivery. The sofa arrived on time and in perfect condition. The delivery guys called when they were 45 minutes away, and again once they arrived. I hope my experience was the start of a positive trend for Ashley! read more

Don't walk, run from this business. The fact that they have a no return policy, highly unusual from their competitors, should say it all. I bought a bedroom set several years ago (one of the pricier ones) and the hinge broke off of the bed slat and I want to BUY a new slat, my bed is unusable. I called the Woodbridge store three times last week and hit option five (the one where we already have a product) and it answered that the option was not available. I sent two emails to thier corporate headquarters for them only to reply back that they would contact the store and have them contact me. I called the corporate headquarters only for them to tell me I had to deal with the store directly. They put me through to the store wherein I left a message yesterday. Today I get a call back from the store, I explain my problem, they tell me they are the delivery line and put me through to a voicemail wherein I left another message. At this point, and two weeks trying to contact them, I do not know what to do! I am not even asking for a warranty (I went through that nightmare with them when I purchased an ottoman). I just want to give someone my bed serial number and PAY for a new one so I can have my king sized bed back. The fact that a bed slat broke is unacceptable, but that I cannot even reach someone to buy a new one deserves 0 stars. If any one is rating this service well, Ashley is paying them to do so. read more

Against my better judgment, I went into the Ashley Furniture HomeStore in Woodbridge. I was persuaded by my wife to at least take a look and see what they had to offer. I have always purchased furniture from Havertys because I can be assured of the quality. Well, we round a dining room table and chairs that we decided to buy, so we did so and set up a specific delivery date of Sept. 30. We were moving into our new home on Sept. 29 and both of us had taken off the following day to try to get our new home in order. We were very clear on the date of delivery and were assured it wouldn't be a problem. Incidentally, we also bought a bedroom suit that day from Havertys and arranged for it to be delivered on the same day. Two days before the scheduled delivery date, I received a confirmation email from Havertys, which also included a 2-hour delivery window and a nice tracking link so that we could be able to track the delivery truck and see how close it was to our home. Of course, I didn't hear a thing from Ashley. On the scheduled delivery day, Havertys showed up within the first 30 minutes of the delivery window and put everything in its place. Still no word from Ashley. As 5 p.m. approached, I called Ashley to find out where my dinette was and when it would be delivered. After being transferred back and forth, I was finally connected with someone associated with delivery. I was told our delivery date was Oct. 3. October 3??? I would never have scheduled Oct. 3 as a delivery date because my wife and I both work and no one would be home to accept delivery. Since I'm off every Monday, I asked if they could postpone delivery until Monday. "We don't deliver on Monday" was the reply that I received. What about Saturday, I asked. "We don't deliver on Saturday, either. Well, we do, but you have to pay an extra fee." When you purchase furniture from a store, the delivery should be convenient for you. In this case, it seems the only thing that concerns Ashley is whether the delivery is convenient for them. Do yourself a favor and avoid this store. Just drive right down the street to Havertys. You'll be glad you did. read more

If I could give this store and company as a whole a minus 5 stars I would!!! In September 2014 I purchased a 5 piece kitchenette set; I also purchased their bogus warranty through Montage Furniture Services (MFS). By January 2015, the table began chipping and exposing the wood underneath. I used NOTHING but water to wipe off the table; therefore, no harsh chemicals were used nor did I set anything that contained extreme heat on it. I filed a claim with the warranty company who in turn declined my claim and suggested that I contact the store to file a claim under the manufacturer's warranty since it hadn't been 6 months since I purchased the furniture. I contacted the store to make them aware of the issue and they even agreed that the warranty (MFS) should cover the damages. The store sent out an employee to assess the damages; who concluded that water was the cause of the chipping. The store submitted another claim to MFS, which was denied again! I contacted a regional manager who also agreed that the warranty should cover the damages; however, she made statements that she would follow up with MFS to inquire about the issue and even resubmit the report and pictures of the assessment. I contacted MFS shortly after and they indicated that they had not received any additional information from the regional manager. I've submitted a complaint through the corporate website requesting to speak to someone at the executive level to no avail. So I am stuck with furniture purchased from a company that does not stand behind their brand or furniture, lacks professional customer service and sells bogus warranties. I researched this company only after making the fatal mistake of purchasing from them only to find pages and pages of negative comments and horror stories from other unhappy customers. I don't know how a company with such a bad reputation and horrible sales practices has managed to stay in business. It's absolutely appalling. Needless to say, I will NEVER purchase anything from an Ashley Furniture Store nor any of its affiliates. There needs to be an investigative story done on a large scale on this company by someone like CNN or 60 Minutes and the like. Or maybe even a class action law suit... BEWARE OF THIS COMPANY AND STAY AWAY BY ANY MEANS!!!!!!!! read more

I love Ashley Furniture, but I can't trust the people who work there. After an hour of negotiations, we finally received what seemed a fair deal. They wrote it all up, and lo and behold, they left out two items that we were promised, and wanted to charge us an additional $300. It wasn't even the money. We might have paid it. It was the fact that they lied to us. We both told them exactly what we wanted, and both the salesman and manager conveniently forgot what they had promised. If you have ever seen the movie Fargo, it was exactly like the scene in the car dealership where the salesman lied to their faces. Life imitates Art. We were going to spend thousands there that day, and come back for thousands more, and now I will only tell everyone I know that they are just a bunch of crooks. I'd rather sit on the floor than deal with these liars and cheats. read more

Not only would I give 0 stars, I'd give negative stars if I could. STAY AWAY FROM THIS STORE. 90% of the people never call you back, and all they can ever say is "well, sorry..." half heartedly. Here's the whole story: I originally ordered 4 pieces of furniture (sleeper couch, 2 end tables and a coffee table) from ashley furniture on May 31st. The furniture finally arrived weeks later on July 6th, and the first item they tried to deliver was the couch. unfortunately it was about 4 inches too big and they couldn't get it into the basement. Ok, that one's our fault. However, all 3 tables had varying degrees of poor workmanship from a broken table being reglued together incorrectly, to missing furniture stain, to molding attached improperly, to a gray haze from incorrectly applying the stain and varnish. We were advised by the deliver people that we could refuse the furniture so we did. The store said they could not refund the cost of the couch because of their policy and we had to reorder something different. There was also damage done to the walls and ceiling when the delivery guys tried to bring the couch downstairs. The store said they would try and fix the furniture, but deemed that it was not possible so scheduled another deliver. They also said they would contact us to have the damage fixed but never did. We had to track someone down from the delivery company to have them come and work on the damage. He fixed most of it in the end of July but was supposed to come back and finish the following week but we still haven't seen him. Ashley delivered the whole order again two weeks later, including the exact couch that we told them would not fit (complete with marks from the first time they tried to deliver it). The coffee table and one end table were acceptable, but the other end table still had the same type of issues from the first delivery so we had to refuse it. Yet another few weeks go by to today when we received a new end table. This one was actually worse than the first 2 combined. It had been improperly stained, had nail holes that were not filled in, the molding was not sanded smooth, the top of one of the drawers was splintered and the placement of the hinges did not match the same table we took receipt of the prior delivery. The company is horrible at returning phone calls, and refuses to make any kind of considerations for the time and inconvenience of having to deal with all of these problems. The only offer they have made is to have a technician come to the house and try and fix the problems which were unfixable at the store for the last failed deliveries. How they expect to be staining furniture indoors with my wife and I having 2 small children is beyond me. I would have gladly paid a restocking fee to get my money back, but the store will not allow it. Please, please, please do yourself a favor and save yourself the hassle of dealing with this store. Go to Ikea or some other more reputable furniture store. I've also submitted a claim to the BBB because thi is absolutely absurd. read more

My husband and I have been into this store several times trying to find a bed frame. We found a bed frame we like but found the exact same one online for cheaper. Originally management and the salesman acted great about it and said they would be happy to price match! Next thing my husband and I notice...they're running our card and are about to order this bed frame without telling us the total cost, which WAS NOT PRICE MATCHED. The online cost was including tax, delivery, and setup...but management at Ashley said they had to add tax and shipping, which we understand...but that is NOT PRICE MATCHING. Scam! Scam! It's disappointing they were planning on adding all these extra fees and running our card without EVER clearing with us. read more

I have purchased from Ashley in several states, so wasn't too surprised on what they had in the Woodbridge, VA store. But just want to say that REGGIE H. at the Woodbridge store has AWESOME customer service. He went above and beyond to assist me, even though he knew I probably wouldn't purchase today. WHENEVER you go in, ask for REGGIE H. You won't be disappointed. read more

Walked in, 3 sales rep standing around, I'm looking around clearly seeking help with an item, and one rep asks if one of the other guys was going to help me. They all stood around and then turned their backs; nobody wanted to help. Was planning to buy a few pieces (I already knew what I wanted) but instead walked out. That's ridiculous that 3 idling men can't help a woman. There was nobody in the store, hahaha, obviously for a reason. I'll go to another furniture store. They don't even deserve 1 star for customer service alone. read more

I was pleased with the service I had in store while shopping, but it has all gone downhill since making my purchase. The delivery date for my sofa set was an estimated 2-3 weeks. I called on day 21 after no delivery was yet to be scheduled. After waiting on hold for 15 minutes, the rude customer service representative told me that the delivery date was only an estimate and nothing could be done. She said it looked like the truck would be arriving at the end of the week and someone would call me to schedule delivery. 5 days later I have yet to receive any calls and I have given up on contacting the store today. I have called twice and have been on hold for 20 minutes each time with no answer. I am extremely disappointed. If I had known this would be such a headache, I would have purchased a couch from a different store. read more

Normally people shopping for furniture only post when they have a bad experience, but since I had an amazing experience, I decided to post. Two days ago, I was moving my son into UVA and was under a lot of time pressure. I found a dresser at Ashley that he really liked but they only had a floor model. I was told by the sales person that they were not allowed to sell the floor models and it would take 5-7 days for the piece to come in. The problem I had was that my son does not have a car, I would not be back in the area for another month, and he needed to organize his clothes so he could prepare for the start of school. I asked the sales person if there was anyway I could buy the floor model. He said he would have to check with the store manager Steven Phillips. Steven came over and I explained to him my predicament and he said he normally that is not something they can do, but would check with the owner and let me know when he found out. He also said he would be a strong advocate for my cause. He also told me he would get back to me as soon as he heard back from his boss as the store was five minutes away from closing. I took Steven's number down and since I had not heard from him by 9:00 and I had to have the piece, I texted him and asked if he had a chance to talk to his boss yet. He said no, but given my situation he would go out on a limb for me to just come in first thing in the morning and pick it up. That is exactly what I did! In any case, I would normally not post comments, but in this case, Steven went way over and above to ensure my son could get set up for school. read more

After visiting the store in person we were helped by our original sales person, Joe who i would give five stars. Joe was able to help us and hopefully we'll get things figured out. I understand we've experienced an unusual situation so upgrading my original review. read more

This is an update of my bad experience at Ashley Furniture. So after all I went through with yet another two trips to the store to resolve my issue. Finally I get my new Sofa un damaged but then the fight still continues. So my demand was to refund me money for delivery which was $139. I feel not such a unreasonable request. To them it's like I committed murder. They not only did not refund me my delivery but insulted me with a $50 gift card and guess what from Ashley furniture. They expect me to return and purchase there. I don't think so. I will not only not purchase from there ever again but I will tell everyone I know to not shop there either I will post a complaint also with the Better Business Bureau and so forth. So for all who read this do not I repeat do not shop at Ashley Furniture stores. You will regret it trust me I should have listened to my friend about this place. So I will not be using this $50 card to shop there I will sale it on some web site because I spent enough in gas taking trips to resolve this with no help from store level. They can come and pick up the couch because I refuse to pay for it. With lost wages and gas and time I paid for this item already so they can com get it on my time and in my window of Delivery which will be on the fifth Saturday on Februray 31st. Yes people that is not a date but the way I feel I have been treated by them. My original post was in November and this is my update and conclusion. Buyers beware do not shop here unless you like to waste your time and energy. read more

My husband and I bought from the same Ashley's store in Woodbridge about 6 months ago. The sales woman that helped us was pushy and not up to date when it came to sales, rules and regulations. We were very hesitant to come back because of our first experience but because we financed we decided to stop in. Antron Miller greeted us and was exactly what you ask for in a sales associate. He was patient and let us have our space. He was personable and made it fun to shop for furniture. When going to Ashley's in Woodbridge ask for him, you won't regret it! Thanks Antron! read more

The original buying experience was pretty good. The store has a nice layout; the salespeople were attentive but not pestering us. We picked out our furniture, and then the ordeal began. First, we had to wait about half an hour for the one person who could take our money to be free (apparently the dozen other employees were not money-takers, but there to hang out, chat with each other, and sell furniture). We were told we would have our couch set and dining set in 2 weeks. One month later, after hearing nothing, I finally tried calling to ask where our furniture was. (We had been unpacking from a move so we weren't in a rush to get our new furniture.) After many tries, when I was routed to voice mail, had no message returned, and sometimes voice mail was full, I finally went into the store. (No easy task with 3 young children to care for.) I had to go into the store to get someone to help me at least 5 times before all was said and done, so I'm really glad it was only 15 minutes away. I was informed by the manager that there had been more demand for the dining set than the company had anticipated, so some people who ordered before me (mid-June) wouldn't get theirs until mid-August. I suspected from that comment that it was the people who complained who got faster service. So, finally our furniture was delivered the next week. Except for an armchair, so I had to track down someone in customer service for that; it was delivered the following week. And, as soon as my husband saw the table, he noticed a missing piece of trim. They had to send a tech out to see/verify that, and then sent a new table. The missing trim was on a table leaf, and I told the delivery guys it seemed silly to replace the whole table instead of the leaf, and they agreed and installed a new leaf. It was too dark (and I was too busy herding children) to see that the stains were different and the table and leaf didn't match. I DID see immediately that the exact same piece of trim was not missing, but kind of broken in half and had been stained over in an attempt to hide it. The delivery guys said to call customer service. I did, and it took two different tech visits (the 2nd one had no idea that the first one had been there and that he and customer service had told me he would be back to fix it) before finally they said they would just replace the entire table. I finally had every piece of furniture that I had ordered in new condition exactly three months after they took our money. The furniture seems fine quality, was a good price, and we are happy with the product. But there seems to be a great lack of communication within the company, and that was part of the problem. It was the worst customer service I have ever experienced. read more

Do not buy anything from here!! If i could give negative stars, I would. In December 2017, my wife and I bought: a sofa containing two motorized recliners, a bedroom set, a bed for my son and an additional motorized recliner. Within a week, one of the motorized recliners stopped functioning. Ashley sent out a repairman to repair the recliner...two weeks later. Then my son's bed broke...it turns out that the installers did not install a brace that should have run down the length of the bed to support the struts under the mattress. Then 2 handles pulled off of the dressers of the bedroom set. Now, the other motorized recliner stopped working! In approximately 4 months, almost every piece of furniture has broken. I am writing this review from my broken ass recliner with the foot rest stuck up. After numerous calls to customer service....we have not had one single call from the store about the broken recliner or bed. Piss poor quality furniture and HORRIBLE customer service. AVOID THIS PLACE LIKE THE PLAGUE. read more

I ordered a bedroom set on 8/16/2018. 2 weeks passed and I reached out to them to find out when my furniture was going to be delivered. Ironically they called the next day and scheduled delivery only to have them come without my bed rails or my lamps. They schedule to come back 4 days later to bring the rails and the lamps but only show up with the rails. Then they tell me the manager would bring them to me that evening and wait for a call. Guess what no call! I call customer service and they tell me I can come pick them up from the Fredericksburg warehouse which I was not going to do. Then I was told they would put them on the truck for Thursday and have them sent to the Woodbridge store so I could pick them up. Guess what? No lamps were sent to the store on Thursday. Then I was assured they would be delivered to me today (Saturday) got the delivery time slot of 1-4 pm , but just received a voicemail at 815am saying they cannot find the lamps do they won't be delivered to me today. I call customer service at 930 and was told the lamps were damaged and that's why they can't be delivered today! Now they tell me they are going to try to get them to the Woodbridge store AGAIN today but they will call me back and let me know. I am beyond livid at this point and have received nothing but poor customer service, and immense levels of incompetence from these people.I called and asked to speak with the manager Rose, but was told that there would be nothing different she could do for me. I left her a voicemail and still have not received a call from her. If I could return all of the furniture I definitely would and shop somewhere else that doesn't screw around with a persons time and patience. All of this for a delivery of some lamps? Please take your business elsewhere and save yourself the aggravation. read more

Nasir's Khaliq was very helpful today in assisting me with finding the perfect living room furniture selection. The consultants in the store were family oriented, very pleasant, polite, and professional. read more

HORRIBLE CUSTOMER SERVICE!!! We bought a bed set from here before we PCS'd to California back in April..it was delivered to our house in May the same day the movers came to pack our stuff. When we arrived In California in June we were unpacking the bed and when we opened all of the boxes we realized they had given us the wrong footboard. The numbers were off by just a little bit which is an honest mistake...we have contacted Ashley's since June and have been getting the run around. When someone answers the phone they say "I'm new so I don't know what to do but I'll take your number and pass it to the manager" and of course we never get a call. Out here in California there is nothing they can do because it's not a chain store. We have asked this store to give us a credit in the amount of the footboard back to our Ashleys credit card so that we can make the purchase out here, but they refuse to do so! Avoid this store at all costs. They only care about their own commission and not the customers. Pretty sad that we've spent at least $10,000 in that store and my son is on the floor because they aren't willing to credit us the $249 it costs for the footboard. read more

It is no wonder that there are so many reviews with one stars on Ashley Furniture in Woodbridge, VA and Fredericksburg, VA. How they stay in business is beyond me. I brought a sofa 5 years ago from the store in Woodbridge. It is a power recliner sofa, with a 5 year warranty that ran out in May 2018, well guess what, the 2 power buttons went broken one week after the warranty ended. Except for being broken, this sofa looks brand new, as I took very good care of it and did not abuse it. Inasmuch as I was the only one using the sofa, the right power button was not even used, so why would it have went out. Most likely defective from the get go. Ashley told me that because their furniture is unique to Ashley, only parts from the distribution center for Ashley should be used for the repair. I paid $75 for a repairman to come to see what the problem was and he said the motors for both were bad and he would check with Ashley to see if parts were available. Well guess what, the parts are no longer available inasmuch as the sofa is no longer being sold by Ashley. In addition the repairmen told me that even if he was able to get parts, the cost would be about $300 and his labor would be $200. Additionally, only a 1 year warranty would be on the parts. I have made several phone calls to both the Woodbridge and Fredericksburg store asking that a little customer care compensation be granted to me in the way of having the sofa removed from my house and taken to the dump. The cheapest place that I found that would take a broken sofa, is going to cost me $150. I asked Ashley to refund me that cost and they said oh we cannot do that. Never will I ever go into another Ashley store to buy any furniture and I caution any of you, buyer beware. read more