Ashley HomeStores / Fredericksburg, VA review: A total of $899.98

Ashley Homestore is a furniture store here in the state of Virginia with many different locations. My husband and I recently visited their location on 1461 Carl D. Silver Pkwy, Fredericksburg, VA 22401 on 7/23/2022 around 5:30 p.m. We just moved into a new home and needed few furniture items. We were greeted by a salesman named "Hamid". After looking around, we decided on a family room, a dining room, and a kitchenet. Hamid told us he was going to give us a great discount and will try to discount the delivery charges. We opted out of the manufacture insurance as the charge was $499.00 and we thought we just didn't need it. However, with Hamid's sales tactics and fast talking, he told us that he's giving us great discounts (but wouldn't show us any paperwork nor prices that lists the discounts) and that we will have to pay for the delivery, but he's "throwing" in the manufacture insurance for free. Hamid was going back and forth with his manager, speaking a foreign language which we couldn't understand what was said. We were told delivery was going to be on Tuesday, July 26, 2022, we asked for them to confirm the delivery address as we were using a store credit in my sister's name and our credit card, which they had to complete 2 or 3 separate entries/charges. Again, we wanted to make sure that ALL furniture ordered to be delivered to the Culpeper address and not the Centerville address (my sister's). That was an important issue where my husband and I kept repeating the Culpeper address. We were assured and reassured by the manager, the lady who was completing the sales transaction and the salesman (Hamid) that all furniture will be delivered to the Culpeper address and on Tuesday 7/26/2022. They charged our credit cards, took our money and were happy to see us leave the store, as from that moment on, the customer service was NON-EXISTENCE.

On Tuesday morning, I texted Hamid to ask when I can expect delivery as I have taken the day off, but they never mentioned a time. He said he will check and let me know. He came back with "your delivery is not until Thursday 7/28. I was upset and told him that wasn't true because I know for a fact my husband and I are not deaf when were told in the store that the delivery will be on Tuesday because Thursday, my husband had a doctor's appointment in Charlottesville, VA that was made months ago and he couldn't miss it. Had they mentioned Thursday delivery while we were in the store, we would've definitely said Thursday wouldn't be a good day. Going back and forth with Hamid via text and then a call, we decided on Friday to deliver ALL furniture to the Culpeper address. I even made Hamid to check again to make sure the furniture was to be delivered to the Culpeper address. Again, he reassured me that it will be between 10:00 a.m. - 3:00 p.m.

Friday morning, I get a call from my sister telling me that she received a call from Ashley delivery truck that they're on their way to deliver furniture. I immediately called the customer service line and gave them the sales number, and sure enough, they were going to Centerville with the family room furniture, but the dining room set & kitchenet were going to Culpeper. I'm not sure how many times I have asked each one of the people I was dealing with to check and recheck the delivery address and to make sure all furniture to be delivered to Culpeper, but I've done my part, and apparently, they didn't. At that point I was livid. I asked the customer service to have the truck turn around to come to Culpeper because we had company coming from out of town and needed the furniture for the weekend, they refused to do so and wanted to schedule it for a different date. This is my 2nd day off of work to accept delivery and they wanted me to take yet another day off because of THEIR incompetence.

After many texts and calls with the salesman "Hamid", and we were not getting anywhere with my complaints, it went on deaf ears because they showed me, they didn't care, and I had no other choice but to reschedule the other delivery until the following week. I asked to speak to the manager, Ahmed, he practically told me that he didn't care to listen to my complaints and there was nothing he could do for me. I asked him to compensate me for all the inconvenience, stress and time off they have caused me and my family. He said, "let me see what I can do, I'll get back to you in few hours". Needless to say, Ahmed never contacted me again.

Hamid called to say that Ahmed is going to reimburse the delivery charges but will call me soon.

Since then, I have been texting and calling Hamid to find out the status of the charges to be reimbursed. He either ignored my calls/text or if he replied, he would say "let me check". But never with a confirmation of anything.

Last week, on August 8, I texted Hamid to inquire again about the status of the reimbursement, he said that he contacted the manager, and Ahmed told him that the main office said there is nothing can do for me and did not approve the reimbursement. Hamid said to me "sorry, have a great day".

I kept texting him and asking to have the manager, Ahmed calls me. He ignored me for days, until finally he said, you can call the main number and ask for him.

Now, it's been over a week that I've been calling the main number, it just rings and rings and then the call gets transferred to a machine saying, "the sales reps are not available".

I have all the text saved on my phone.

We've spent $8,000 at this store, we got no customer service, and each person we dealt with gave us the run around. Bottom line, they took our money, gave us bunch of lies and empty promises, and once we walked out of the store, they forget all about us.

Sales #: [protected] & [protected]

Mary Khoury & Kenneth Gongora