"I purchased a head & footboard with rails on October 31, 2020. It was delivered early Jan '21 but footboard was damaged. I have talked to this company & the salesperson on probably a dozen or more ocassions and not only do they continue to kick me down the road on a replacement date, but they apparently do not record all the notes when you speak with someone there. I called March 31st, they told me it was scheduled for May 21. I called today & they tell me it's scheduled for mid July. Do not shop with this company. "

"This is purest and very HONEST review! I am looking out for you so that you won't experience mine.
First word HORRIBLE!!! *DON'T BUY at ASHLEY FURNITURE in MANASSAS*
Save your money and buy somewhere else. The furniture they sell are expensive but they are poor quality- very poor quality. Invest your money somewhere else and save your time. Trust me, you don't want to be in my shoes. My experience with the whole Ashley Furniture store team in Manassas has been a nightmare from customer service to the third party vendor is HORRIBLE!
I bought a set of furniture and a protection plan that they offered. Guess what, in less than a year my couch broke. The support that holds the cushion of my couch broke and guess what, I am only 160 lbs and we barely use it. My couch is still fairly new and NEVER WORN OUT. I strongly believe that the couch I got was a defective one. The technician who checked the damage told me that there is ONLY one support that holds the entire cushion where it is supposed to have THREE supports, he said.
I reached out with their customer care and my experience is HORRIBLE! They are very RUDE and very unprofessional. I was told by the representative that the damage was not cover by the protection plan I bought. HORRIBLE!
So, not only I did receive a defective furniture but also I got ripped off for buying $400 protection plan they refuse me to use.
"

" horrible customer service after sale is made please do your research on them.... Christina over at valley stream is the worst store manager ever and she has trained her team to be the same "

"I was told that I can exchange my mattress it was also note in the record when I went back to have it exchange the notes were altered and the manager that told me I had to wait until the 21 days which was 3 days before was on vacation. I was in the store for over 2 hrs only for them to give me the run around. I received a call from a supervisor who said her name was Janet only to tell me because I didn't have a mattress pad that was never offered to me there was nothing she can do how would I know to purchase something if it is never offered to me. I have been dealing with Ashely for years and never had any problems, before, I've purchase several mattress from them and never been offered a pad for a mattress and never had a problem with a mattress I didn't even know anything about a pad "BUT" this was the only time I have had a problems I guess there isn't any good customer service there they need to bring Jay back he made sure his customers were satisfied before they left the store the people they have in there only want to make a sale not caring about if the customer is please or not. "

"The first days of March 2021 exactly on day 3 I went to the store looking for a matress I found it I liked it and bought it but my nightmare started in the delivery because they never fulfilled the delivery week after week they were excuses and delays, I returned to the store I talked to the manager and they gave me a discount and they promised that the next week I would have my delivery and that the call happens again that the delivery was not coming call the store that by the way they never answer and they answered me in Florida and I made my cancellation and after 4 days they call me from the store to return the money to my card that this process will take between 5 and 7 days this is a joke as a customer please read the reviews before thinking about buying something is the worst company and the worst nightmare avoid bad times and headaches what a shame ashley store !!
"

"We ordered in store from Ashley in early February. We ordered large furniture for three rooms, so almost $10k worth of furniture. We completely understand that these things take longer due to COVID and manufacturing issues. We were and continue to be patient, even as our expected delivery dates get pushed back week after week. We get it!

BUT.

Last week we received a call that one of our couches would FINALLY be delivered! They gave us a date (yesterday, May 4th), and a time (between 5 and 5:30).

We never received anything. We got a called at 9:30 at night from a logistics company saying our couch never made it off the truck, and in fact, they couldn’t even tell us where the truck was!

We have been on the phone with different parts of customer service all morning. Our salesperson is as frustrated as we are. She can’t get any information, either. Whatever delivery or logistics company their using is a joke. Finally, someone told us we will get our couch...in over a week. Why on earth would we believe them?

The first day we can cancel our order without penalty is Saturday, and unless this couch arrives before then, we will be doing so.
"

"I ordered a sofa and chaise from Ashley on November 15, 2020. When it was delivered on February 9, 2021, they were unable to assemble the legs on the couches because they had the wrong equipment. The two unusable couches were left in my living room, and I was instructed to call customer care the next morning, who (according to the assembly people) would be able to take care of it within a couple of days. When I called customer care, they ordered new parts to be shipped to my house, and a different set of workers came to complete the job (Feb. 17, 2021). These new workers did not have the tools they needed and actually asked to borrow my tools to do the work. They eventually let me know that the sofa was defective and was missing parts to hold the legs in. I called customer care again and they said to expect a call within 7-10 days. Weeks later, I never received a call. I even started getting billed by Synchrony Bank (the company I was financing through). I called customer care to see what the status of my order assembly was. I was told that my order was marked "complete" in the system and I had to explain everything all over again to the worker on the phone. Finally, they sent a package in the mail that would have the correct parts to complete my assembly. On March 23, 2021, Customer Care said the earliest they could send someone to come out was an entire month away! I asked for a sooner date since I had already waited over a month with no assembly, because of Ashley's repeated negligence and errors. The associate told me someone would come out the next day. The next day came, and no one showed up. I called back and asked to speak with someone at corporate. This person promised that everything would be resolved in a week (on March 30), and if it wasn't, then I could cancel my order. On March 30, workers came out to assemble the legs. They appeared to have put the legs on and set the couch up. Everything looked fine. As soon as they left, I sat on the couch and one leg fell off! It became apparent then that they only installed 3 out of the 4 legs! In complete disbelief, I realized that they propped the 4th leg up to give the couch the appearance of being "showroom ready," but they never installed it. I called customer care again, and they said they will send someone out the next morning. The next morning, no one came to fix the sofa. When I called customer care again, I asked to speak to someone at corporate. This person told me that they will send someone out to fix it on April 30 (an entire month away!). And they refused to let me cancel the order, which was the verbal agreement with management on the phone on March 24th. Having me wait for that long, for the company's repeated blunders and mismanagement, is in no way okay by anyone's standards of customer care. In our original agreement on November 15 (when I first made the purchase), Ashley agreed to assemble and set up the furniture and not charge me until it was complete. They did not uphold their side of the agreement. My sofa was never assembled, after numerous attempts. And after all that I'd been through, they would not let me cancel the order. They would not send anyone to pick up the sofa. They would not expedite the process. They would not send me an adequate replacement sofa. They would not let me return the delivery. Everytime we spoke on the phone, they repeatedly reassured me with promises of compensation to make it right. However, they refused to discuss compensation with me, until everything was finished. Which in fact was never a "discussion" at all. It was them telling me they would take off a mere $75, take it or leave it. This felt like a slap in the face after all the lies, false promises, disappointments, unprofessionalism, and having to live with defective upside-down couches in my living room for 3 straight months. And with as much "fixing" that's happened to the sofa repeatedly, with so many different people coming in and out, handling, flipping, drilling, hammering, etc over the past three months, it's in pretty shabby, wobbly condition now. It's been a never-ending nightmare. This company had the power to try to make things right by either letting me cancel the order, or at the very least compensating me for my troubles appropriately, but unsurprisingly, they refused. They trapped me with no way out. I was strung along by this company, for many months. I have never been treated so poorly by a company. It feels so horrible to be treated so badly, and for them to show so little care for their customer."

"We purchased a couch. It was okay. We purchased a mechanical bed with a massage and up/down top/bottom. I laid on one in the store. Let me say that the one we paid for is nothing, nothing like the one I laid on in the store. It is terrible. Unbeknownst to me my husband signed a no return policy. I read they were guaranteed. Not so apparently in the STORE WE BOUGHT FROM IN KINGSPORT. I was so upset that this was even a thing because I had read they guranteed their furniture. I am sickened by this and I would be angry at my husband but he only wanted the best for me. Sadly they are not standing by what I read and had I known this was not guaranteed to be like the one in their store I would Not Have ALLOWED MY HUSBAND TO PURCHASE IT! I SHOULD HAVE BEEN TOLD THIS BY THEM NOT BY HIM!!! Terrible, terrible, terrible. I have health issues that this was supposed to help but it is worse than any bed I have ever owned. Nothing like the one in their store. DUFFIELD, VA IN MY AREA MAKES THESE. They are nothing like what is in their sales room! Please Come And Check It Out Sales lady! You are welcome to! Please! Mary Daigle"

"NEVER NEVER NEVER buy from this company . They want to sell your furniture but have poor customer service. We purchased from the Germantown Road Store in Dec. 21, 2020. They required we pay in full but the loveseat and chase were going to be 6-8 weeks before delivery . We reluctantly agreed to this arrangement. The furniture arrived in 7 weeks and the loveseat had a tear on the back and the chase had an area from one button to another that had never been sewn at the factory. We reported it and waited another 5 weeks. They delivered another set in March. The loveseat arm had the foam wrinkled under it causing the leather to be wrinkled. The chase had dark spots on it (similar to waterspots) We reported this and have dealt with numerous customer service reps (some who are working from home with children yelling in the background. None of these people were helpful. We called the person who sold us the furniture and he said he would get involved and take care of it. We never heard from him again. I called the store asking for him again and got another sales rep who said she would get involved and take care of it. I never heard from her again. I called the store to talk with the manager many times and he will not take my calls. I talked to a customer service manager at the store and she was supposed to get it straightened out. I have never heard from her........NEVER NEVER buy from Ashley Furniture again. This is the worst experience I have ever had. 16 weeks after paying for furniture and we still do not have what we paid for.
"

"READ BEFORE ORDERING. We placed an order in early January for a wide range of home furniture for our new home understanding the pressure on manufacturing were extending delivery to 12+ weeks. We planned to be at home for the anticipated delivery date (early-April) and were looking forward to no longer having an empty house. Then 5 days before expected delivery, we got a text message to say it's been delayed 2+ weeks (late April). Today a second message came to say it's a further delay of THREE weeks and now intrudes on our domestic travel plans in mid-May. Save your money, time and avoid headaches. Read the other reviews and heed their advice. SHOP ELSEWHERE. Ashley Furniture is dysfunctional, disorganized and full of vague excuses for taking money and not meeting their own timelines."

"I have purchased alot of furniture from them and the last 2 purchases I noticed was all about making a sale and not being honest with me. After they got me to sign I had a few questions about my order and I actually was going to order a few more items but my sales person didn't want to answer my call because she thought I was just going to ask a question. I gave her a few days to text me back but her answer was I needed to go online. She had no idea what my question was or what I actually needed because she would not call me back. I finally called the manager and asked to cancel my order and his response was I had to wait until the truck comes in and then they will cancel. This is unbelievable terrible customer service. Steer clear of this place. Also when I purchase my items I was told 4 weeks ago it would be 8 weeks, and today the manager told me it would be another 8 weeks. So why didn't they call and tell me this? Ohhhh but thye want your money though. "

"This involves a store in Burlington, WA - Ashley Furniture Store. In January I went in to the store and purchased furniture. I paid in full that day. I was told my furniture would be delivered on Feb 20. Feb 20 came and went and no furniture. I called and they stated it was delayed but would be delivered by March 20. No furniture, no phone calls from the company. I went in to the store in Burlington and asked why my furniture had not been delivered. I was told it wasn't made yet. I was quite upset and asked why they told me it would be delivered, but they knew they could not deliver as promised. I was then told in a rude manner that some people are still waiting for their furniture that ordered the prior August. This is not acceptable customer service. This is not an acceptable practice. The sales team is misleading customers, taking their money and making customers wait an unreasonable time for goods they paid for. After researching online, it seems like this is a regular practice of Ashley Furniture and there are many disgruntled buyers. This is not acceptable business practice on any level."

"Sadly my cousin passed away due to a head on collision by a drunk wrong way driver, and he had just bought an amazing apartment with furniture from Ashely Furniture, they said they were sorry for our loss and that we could return the furniture but when the time came they turnt us away, I’m making this post to basically say that Ashley furniture does not care about their customers and it’s disgusting we are a grieving family, please share so no one shops there, leave horrible reviews about this, and make us heard for a full refund and or in store credit."

"If your read one review about Ashley Furniture let it be this one!!!!
Wow I wish I could give zero stars. This is the most unprofessional company I’ve ever worked with.

It started with the sales rep lying about the bed we were buying. This should have been the first red flag
The mess working with customer service to figure out the issue should have been the second red flag.

But what really topped this off was when we moved and realized the bolt and screws in the bed that should be removable were completely stripped. We were moving and needed to store the headboard but couldn’t because the bolts were trashed! I called daily multiple times trying to get ahold of someone about the issue. And the additional warrantee we purchased said this doesn’t fall under their warrantee, so I call the store and NO ONE ANSWERS EVER! So I finally go in to the store and work with the front desk girl who clearly doesn’t know what she’s doing ether. So creates a case, I change the address on my account because we moved, and I get the case number. She said a tech will call within 2 weeks to schedule a day to come out. So I wait 3 weeks giving them some slack because I know they are really busy. Then I call. No one knows what I’m talking about. I give them the case number and no one knows what I’m talking about. So I go into the store yet again and luckily (or not so lucky) meet the manager over all of Utah and Idaho. He makes it sound like he’s got my back and he “knows” the best main techs phone number. He calls him and the tech agrees to come out to my house personally that Thursday afternoon. Well Wednesday afternoon I get a automated call saying a tech will be at my home between 7:30 am and 11:30 am. I had already rescheduled 2 appointments to make Thursday afternoon work!!! I get ahold of Curtis the manager over Idaho and Utah and tell him what happened and he denies saying anything about Thursday afternoon! He said he would reschedule my appointment anyway, well the tech still ends up at my house (no one was home) at 9am! I tell customer service (who called to tell me the tech was there) I tell them what happened and she attempts to switch calls and talk to the tech and she starts bashing me to the tech. Well she didn’t switch the calls. I told her, ma’am it’s still me. And she says oh crap and puts me on hold! She finally comes back and says she can do Saturday but doesn’t know what time. I told her that’s fine but I need to know asap so I can schedule my Saturday, and she said someone will call with a time frame that afternoon. Well no one ever calls. I try telling the manager I’m done and just want a refund and he refuses and now refuses to talk to me and won’t respond to my calls or texts. So here we are. Saturday morning. 10:50 and I get a call saying my tech will be at my home in 30 min. I make sure my mom is there and waiting. He never shows. I get a call turns out, my address never got changed, and I even gave the manager the correct address when I went into the store! The tech was at my old house! He says he can come at 1:30 and I say my new house is 4 min down the road can your just come now? He agrees to be there by 11:30. Well it’s currently 1:15 and still no ones here. I try reaching out to the dispatch number, no one answers, I call the manager he ignores my call. I text the manager he doesn’t respond. I call customer service and after being on hold for 30 min someone answers asks to put me on hold. I say sure and 5 min later I get a survey on the phone and then it hangs up!!! I’m currently on the phone AGAIN waiting for someone to answer the damn phone. DO NOT BUY ANYTHING FROM ASHLEY! They don’t care about you AT ALL. they lie , and their customer service is the worst!"

"Bought a couch and loveseat.a guest sat on the couch within the first week after purchase, we heard a loud snap. The seat of couch sagged. I called to request they pick the broken one up and replace it with a new one. They refused. Saying they would have to send a technician to my home to work on it. My child is severely autistic and does not do well with strangers in our home. I explained this- they still refused to pick the brand new broken junky couch up and replace it. Horrible place. DO NOT BUT FROM THIS COMPANY. "