Ashley HomeStore
reviews and complaints

When we first purchased our home in '09, it was in need of lots of furniture. We went to Ashley Furniture in Central Park, Fredericksburg, VA, with hopes of getting some nice pieces to fill our home. After paying down on one layaway, we were left with one final suit for our master bedroom. The store manager at the time Buddy was wonderful with assisting us with our previous purchases. He had assisted us in changing out some pieces that were not really our style for more contemporary pieces. With this in mind, we trusted him to come through for us once more when we needed that same done for the bedroom suit. We were told that they would take care of the switch out for us. We looked forward to it being done right, being that we were familiar faces in the store, and walked out without the new receipt with the made changes in hand.

On January 2011 we walked into the store to take one last look and to make a payment on the suit. We were greeted by the same sales rep. that dealt with us, Mr. Eddie French. He began to tell us that one of the items in our suit was no longer available. After speaking with him for a while, we discovered that the suit he was talking about was the one that was supposed to have been swapped out for the other that was more of our style. He then began to tell us that the suit was now more expensive than we originally anticipated, because it was a few months from the last promotion, which would have kept it the same price. Now we had to pay out an additional $599. for a night stand. I was highly upset to say the least because it was an error on their part for not doing the switch out as promised when the prices were still going to be the same. Now my husband and I had to pay extra for something that was their mistake. I tried to get it resolved with the new store manager. But after seeing his people skills upon yelling with a couple on the sales floor, we knew it would be challenging. When we told him about the issue, we told him that we would like to take off the $1000. mattress and just pay for the suit, because the mattress was simply too expensive and that we could not afford that price at this time. We even told him that we saw one for $650. and needed to know a.s.a.p. to take advantage of the other promotion. He told us he would let us know by Tuesday, February 1, 2011. Needless to say he never called us at all. It's now June 22, 2011 and we have yet to ever get a call from this joke of a manager. After contacting their Customer Service Dept. many times, no one has once tried to contact us within these five months to have this matter of the mattress and the price change for the extra night stand resolved.

On a weekly basis, I have been contacting the Customer Service Manager named Sherri to find out the status of this matter. The issues I have here is that she herself never calls when she says she will, or tells me that she will have the General manager or store owner get in contact with me which they never had, and that she will escalate the situation to the necessary people to have me satisfied. Upon my last conversation with Sherri on June 4, 2011, she told me that she had sent my information to Mike, one of the Regional Managers and that he would call me and if not, that she would call. On June 5, 2011, my husband and I went into the store to make a payment. The following Sat., June 11, 2011 we went back into the store to have the canopy bed switched out with the regular bed due to a new ceiling fan being installed in the master suit. The manager Kenny began to cover himself with riddles of deception and lies by stating that he had just called us this past Friday and left a message for us to call him back. I immediately knew this was a lie because the phone number was disconnected and not in service. I challenged him by asking him why he did not use the number that was provided when I left messages there several times. He stated that he just went off of the numbers on the ticket. Then he asked us if that was a good number to use. We told him no and that the number, which I gave to Theresa, a store rep., was the most suitable number. We did not know it at first, but once we had the changes made to the bed and walked out with our receipt, we realized that he had placed inaccurate, deceptive and misleading information on out ticket about him leaving us messages on the old number. I was infuriated with all his incompetence, ineffectiveness as a manager and shenanigans that he was up to, because when we were in the store the previous week, our ticket stated no such notes about him leaving messages. The following Tuesday, June 14, 2011 and June 21, 2011, I left a message for Sherri; I have yet to hear back from her.

Needless to say, this matter that is five months in the making has ineffective, inept and incompetent people working in a customer service oriented field with obviously, no ability of how to rectify such a simple matter. My deepest wish is to replace the joke of a manager at the Fredericksburg store with a more qualified candidate, because Kenny will eventually cause this store to loose more and more customers daily. I on the other hand, will do all within my power to post every negative review on the web about this experience, because of the inability to have this matter resoled in such a long time. The General Manager Mike and the store owner should be embarrassed to have such dissatisfied customers as myself and to loose us to their competitors. The Ashley Furniture store at Carl D. Silver, Fredericksburg, VA reminds me of a Brooklyn fish market, all hype but no true quality.

Regretfully,

R. Woolfolk

Purchased electrical recliners and also paid for delivery. Ashley Furniture confirmed in writing on their invoice they would take my old sofa back. When the delivery guys showed up they refused to take the old sofa. Called Ashley Furniture customer service (useless bunch of people) and complained. All they do is cite policy, I said I don't care what their policy says, they have agreed in writing they will pick up the old sofa. They then directed me back to the store and after another yelling match and threatening they agreed to have some charity come pick up my sofa. I have tried to make two purchases from Ashley Furniture so far and both times I have been screwed by this company. Their customer service department is useless. I will never ever set foot in this useless store again.

Im never going to buy from Ashley again and what ever you do don't use GE
money there the biggest joke you send your bill 2 week ahead of time and get a late fee and give you some bull ### reason like well it must of got lost in the mail not only happened one time but two time and my bill was like 35 a mouth which sound it all good but since i got a late fee my bill has interest on it in-tell i pay off 100 some odd droller's to get it back on track which was not my fault to-begin with im really thinking about calling a lawyer Ive reed so many other people getting screwed by them too and if they wanna do business with them there not going to do business with me

I purchased a couch, recliner, end tables and a coffee table on 3/20/11, paid cash, with delivery set for 4/21/11. Needless to say, I finally got my furniture on 5/6/11.

The couch was a sectional and the salesman told me it would come in 2 pieces. I questioned why they were trying to carry it up my steps in one piece. The delivery guy said he was in a hurry. Minutes later, they were trying to position my couch against a wall to cover up the tear they made in the back of the couch. The couch came with massaging units and one side did not work at all. There are scrapes and scratches on the end tables and the drawer in the coffee table was off set and tilted. The furniture was not boxed or wrapped making one wonder where it came from.

I called and they said they would send someone to inspect. I have made over a dozen calls and no one has shown yet. I just want what I purchased-NEW furniture! I will never shop there again!

We went to Ashley furniture Saturday evening. We walked in and all the salespeople are standing there talking to each other. One sales person was helping another family. Not one person said anything to us. We walked around for 30 minutes, not one person said anything to us yet they all stared at us. We walked past the area where all the sales people where standing one sales woman actually pushed us out of the way to get by us and yet still said nothing. Another sales man was on the computer and as we walked by he's personal cell phone rang and he walked the other way to answer it. I would never shop here it my life depended on it. DON'T SHOP AT ASHLEY FURNITURE FOR ANYTHING! We then walked right next door to Sofa Select and did our shopping there.

I'm going to keep this short and sweet...

I went to ashley furniture to purchase a living room set. They had 0% financing for 12 months (So they say). I was there for many hours and saw people after people get declined. The sales rep said well we do have "in-store financing", so I decided to go that route (Big mistake). I got approved for the "in-store financing". Now it's been 7 months and I have paid 250.00 a month plus I paid 500.00 down payment for my furniture that cost a total of 1600.00. I called trs and asked for my balance and they told me it was 1500.00, I was floored. I then pulled out my contract and saw that all though my monthly payment was 245.00 for the 1st 5 months my charges by trs was 108.91 after that they charge you double. So to sum it up my 1600.00 furniture will cost me a grant total of 3200.00 (Double the price)
This company and ashley furniture represented themselves as a finance company when in actuality they are a rental company.

They are fraudulant and for this reason ashley furniture has lost me and my friends and family as a customer.
I worn you not not to use them as well.

I purchased a livving room suit from conn's in Jan. 2011. I called in Feb to let them know that their were defects with their product on the sofa and the love seat. On the sofa one end of the from is just hanging loose. On the love seat the recliner will not stay down it pops up all the time. They sent some old man who you could tell did not want to do anything he looked at it and said he was not fixin it because they should replace it. I have called every week since then and they keep sending me around to everyone but will not replace or fix the furniture . I also purchased the extended warranty so that if anything happened to the furninture I would not have to go through this. It is not May 11th 2011 and still no reolve to this issues they just keep wanting to send me to different depts. that I have already talked to. This is after about 5 hrs a week on the phone. I would not recommemd Conn's to anyone as far as their customer service. If I had the money for a lawyer I would have already filed a complaint.

I purchased and paid in full for a dining room set on March 12. I was told that "corporate" told them to tell me 4 weeks for delivery but that it was sure to arrive in less than 2. They tell you this after payment. I called numerous times to check on status...most of the times the line was busy or there was in excess to 15 minutes to wait. Finally when I got someone they told me they did not have a status. I called again today 1 month and 1 day after delivery was promised. I was told that they couldn't tell me status in that they thought the "guys in the dlievery room were going home". I asked to speak to a supervisor, they told me no in that he would tell me the same thing. I insisted on a supervisor. I finally reached one that was toally inept. They told me that they would deliver the furniture April 19 in a 3 hour window...but they couldnt tell me the window until Monday. I told them they did not make the week of April 12 delivery. The superviso then told me the week of the 12th was when they would call, NOT when they would deliver. I asked for the supervisors name and a number to call back. She said, just call the number you called before...I had been redirected 3 times. I asked for my money back. No, not until the furniture is 30 days past the delivery date. There needs to be something done about this type of unethical business practices. The supervisor told me to read the contract...said there were a lot of "outs" for Ashley so they did not have to give money back. Buyer Beware!

I spent $1000 on some new couches and was told by the salesman that it would be less than two weeks for delivery. Its been almost EIGHT WEEKS and they still have no information as to when i'll be getting my furniture. Plus, i bought my couches when they were having a store closing sale and they advertise "bring your trucks because ALL INVENTORY MUST GO!" RIDICULOUS!

Horrible! Me and my husband purchased a sealy mattress from here. Six months later both sides began to cave in 3 inches. We contacted them since it was still covered by warranty. The ashley furniture technician came out and stated how defective it was. They would not replace it due to a small stain that was on it. I even asked them to show me in my papers where it stated that a stain voids your warranty, they failed to provide. When I contacted sealy, they stated it was ashley furniture who had to replace it. Do not buy a mattress from here. We had to go out and purchase another one.

My husband and I bought our first furniture together, the event that started out as a fun step together has become a nightmare because of Ashley furniture. The sales person was friendly although he was the beginning of our problems. We bought our new furniture 3 weeks before my in-laws were coming from out of state to visit.

Ashley called to confirm the delivery for Monday the Friday before (they are not lenient about switching the time at all, even if its a half an hour difference)...everything was going according to plan, we decided to throw all of our furniture away on Sunday morning, cleaning out our house for the new furniture. Sunday night I received a call that they were not going to be able to deliver my complete sectional, only part of it was going to be delivered and the other part would not be ready for another month. We decided to get the couch part of it anyways because our family was coming into town that Tuesday and we didn't have much time left. When delivery came they did not call me half an hour before like they had promised but rather just showed up to my front steps, luckily I had asked my mom to be at my house to receive the furniture. They brought all the furniture they had promised but ended up taking my dresser and mirror because they didn't fit together (contrary to what our sales person had said when we purchased it). Customer service did not contact me to tell me the situation and when I called the next day to find out about my dresser customer service claimed that they were not aware of my situation and had to call me back (talk about lack of communication!).

When they finally called me back and I asked for the dresser to be delivered the following day, customer service said that their cut off time is 1pm for next day delivery so it wasn't possible. Ashley furniture is not at all about pleasing the customer, I was very impressed with their sales person and prices for the furniture we purchased but getting the furniture to our home has become a nightmare. At the present time the chase (the other part to our couch) is not coming for another 2 months. I don't ever want anything to do with Ashley furniture again!

Ashley buyer beware
Buyers beware of
One of the worse buying experiences I have ever had. Nearly $3000.00 spent on our living room set.

The sales people flat out lie to you to get the sale, they change the price on what they quote you when you decide to buy, when I called them on it they said oh I made a mistake. They give you a delivery date then after the purchase they change it. When it was brought to their attention it was oh we made a mistake. The price on the furniture that was clearly marked went up when they wrote up the order their reply oh it must of been mismarked. Then you wait and wait for your funiture to be delivered.

3 of the 5 pieces were delivered defective. The quality of their funiture is terrible.

The leather chair must of had a scratch and they covered it up with some dye very clearly visible. The $500.00 coffee table has nicks and about an 18 inch scratch across the top. These were not delivery issues just bad pieces of wood used in the construction process. The end table likewise nicks and dents all over it.

Here is a good one they told us it would take about 3 days to assemble the furniture after they received it. I asked assemble what and they said it comes in flat. I of course questioned that and they said oh yes we have to assemble them. I again said assemble it. Turns out 2 days to screw on the knobs which they did in my home we have the assembly instructions.

Ashley furniture home store took what should have been a pleasant experience and has turned it into a total nightmare.

Here's the funny part. They were voted best of the best in chattanooga.

Be careful with this questionable business.

Take your hard earned money elsewhere there are plenty of other good furniture stores in and around the chattanooga area.

I purchased furniture from Ashley Furniture in Laredo, Texas more than a year ago. They advertised 48 monthly payments with no interest. They said could be automaticaly bank drafted. Why not? Seemed like no problem.

I thought I was dealing with Ashley. Then, surprisingly and unexpectedly, I got a bill from CTI with a charge exactly twice the amount of the purchase.

Numerous hours and phone calls to Ashley and CTI were required to get that straigtened out. At the end of twelve months I got a notice of a late fee even though CTI had access to my bank account.

Again much time and calling was required to get the late fee reversed. To avoid that they said I must call at the end of each year and instruct them to continue taking out the amount from my bank account.

I get mailings from CTI and from Western Union. Recently I got three different mailings from CTI with different information concerning the account?

I would simply pay off the balance, but dislike CTI getting the fee they made by purchasing the note from Ashley for nothing.

I just got a notice today from GE Money saying they have purchased my account. I am 75 years old, am comfortable and am not worried about credit rating. I wish there was some way I could get out of this honestly without paying a fee for something that CTI and GE have not done.

I recently purchased a dining set and a matress from Ashley Furniture. The matress is a national brand item and I had no problems with. The dining room set is manufactured by Ashleys and is of very poor quality. If you bought a service warranty from them, forget about it as they will just pass you from one phone number to another with no results. The bench that I got with the dining room table caves in the center and the table, once the leaf is put in, caves in the middle as it has poor support system. I took the bench apart and built slats under it and now it works find. The table, I would have to get some 2X4 and would be a weekend project. However, I would definity not recommend Ashley furniture as a source to buy from. Poor product and poor customer service. I would rather pay more and get something that is going to work right and last this the junk I got from them.

Do not buy anything from this company! I purchase a leather sectional with a ottoman for over 2900.00 with a three year warrenty! One my leather isn't leather it is a spray on leather look! And it is not look like it is 15 years old and it is only 1.5 years old. My brown leather is now turning orange all over it. And for that warrenty forget it. The warrenty department blames it on normal wear. Quote from the warrenty department in less then 6 hours after I sent them the pics."thank you very much for sending in your photos. I am very sorry to inform you the finish has rubbed off the leather. The manufacture calls this discoloration which could happen overtime with normal wear. This is not a manufacture defect not covered under your warranty. Thanks again." do yourself a favor do not buy from ashley furniture you might as well throw your money out the window if you do! Here is only 4 pics/ locations on my sectional out of 18 pics/locations!

My Mom purchased a livingroom set from Ashley furniture in July of 2010. When the furniture arrived there were darks spots on the material of the cushions. We notified Ashley and they said that they would replace the set for us. One month later we still did not have the exchanged set instead, we were told that this particular set was not being made anymore!

Now it is January 2011 - the same set is falling apart. The frame of the actual couch sits approimately 4 inches from the base of the couch and has caused the cushions to smash down in the frame and makes you sit like a taco! My Dad actually had to place a 4 inch piece of foam under the cushions of both the couch and the loveseat! Who should have to do that - it's a 6 month old livingroom set!

Ashely sent out a technician who told us that the cushions were all within manufacture requirements except one! The frame was in tack (yeah, but 4 inches below the base)! We were told we could deny the service recommended and request our money back.

This being said, we did just that. I was told by Stephanie at the Draper, Utah Ashley store that since my Mom took the 20% discount (it was really only 15%) and since the 30 days from the date of purchase has passed, there is nothing they could do! Really, shouldn't furniture last longer than 30 days? The 15% discount that was given was given on the mateial only...the material only was also being covered by a 5 year warranty that cost $129.00! Funny, the material and the livingroom set are know longer being made - I wonder why!

Long story short folks, I would recommend you shop elsewhere. Utah has some awesome furniture stores - Ashley is definately not one!

Kriston - Salt Lake City, Utah