Ashley HomeStore

On 5 March 24, I was scheduled to get a furniture delivery between the hours of 1:00pm - 4:00pm. The delivery team arrived on time and began the attempt to move-in the couch. They had a difficult time maneuvering it to get it up the stairs. I suggested a few ideas (removing the banister and/or taking the couch out of the box to give more room). They stated "I would need to give a tip for them to make any additional effort. I responded that I would take it off myself but they went ahead and did it. Then they presented me with a waiver to remove them from any liability in the event there was damage. Once I signed it, they attempted again which knocked the light out of the ceiling and scratched/dented the walls. (That was ok because I signed the waiver taking full responsibility). Then they suggested to bring it up thru the patio on the backside of the house. They took off the patio doors and told me I would need to pay them $250 if they were to try. I declined stating I already paid the delivery fee! They attempted one more time fto get it in the front of the house but reminded me if I didn't give them a tip, they would not put anymore effort. At that point I refused delivery because I felt it was unprofessional and I was getting very uncomfortable with the situation. They then took the couch back out, did NOT replace banister they unscrewed off the wall, left trash on the stairs and didnt even let me know they left! Once I looked out the window and saw the truck was gone, I knew. I felt like they were trying to hustle me out of money and were not professional at all. I no longer want the couch or want to do anymore business with Ashley Furniture. I would like to get a full refund for my purchase to include the delivery fee.

I've been lied to multiple times by the salesperson and store manager at the Ashley furniture store in Woodbridge, Va. I am still waiting to get my furniture after 7 months.

Quick summary:

First bought 12 July. Paid $14,000

Promised a delivery on 2 September so went in a week later and added additional items.

Week before expected delivery, was told that only a few items – maybe 7 or 8 would come in

When asked to talk to a Manager, the Manager on duty (Ammad – I assume that’s how its spelled) refused to speak with us until I went over to him and asked him why. My wife left the store because she was mad at his rudeness and blatant “It sucks to be you attitude”. After she left the building he then made a racial remark and I told him that he should get his [censored] beat and I wanted to talk to his boss.

Went back to the store demanding to talk to the actual Manager several times but they kept saying he wasn’t in until a later date. Finally on a Saturday I was able to meet Mr Robert and I explained to him the situation about being promised a 2 Sep delivery and that he should not let Mr Ammad talk to me again. Robert said he would look at the details of the remaining furniture and call me back on Monday. Mr Robert never called. I went back again the following Saturday since I assumed that’s the only way to catch him. He apologized for not calling and said he had passed it on to someone else to do but it didn’t happen. He then showed me a list of the furniture and when its expected to come in. I told him I would take furniture from the floor if that was possible. He said he would make some calls and then call me on Monday. He confirmed my phone number before leaving the store. Once again he did not call. I went back to the store and he showed me his text that he sent to my number……It was not my number! They provided me with an ETA of items which extended thru Feb.

After several additional visits they finally said a few more items showed up and had them delivered. Upon arrival, they didn’t have any shelf pins for the shelves. The delivery guy called and told whoever on the phone and he said they would be delivered. A month later I received 4 shelf pins when it should have been 24. When I called the customer service rep said that’s I ordered. When I explained it was their delivery person who called she said the only thing she could do was order more. About 3 weeks later I received 20 shelf pins.

In the mean-time I continued going into the Woodbridge home store asking for a status and got the same answer each time. “We don’t know”, “The ships are still sitting off the coast”, “We don’t have drivers to move the furniture”, etc. The last time I went in I was told the items would be there right before Xmas. Again I asked to take the final items off the floor and Mr Robert once again told me he was not authorized to do that.

When I went back in in December to confirm the arrival I was told that the items wouldn’t come in until either Jan or Feb.

I went back in at the beginning of January and was told by Mr Robert that he would call me with an updated status. I was called by the guy at the desk on the following Monday that it was expected to arrive on 7 Feb.

We continue to receive the weekly “I’m sorry, but we don’t have your items yet…thanks for your patience” texts from Ashley’s

Bottom line:

We’ve been lied to multiple times from the first sales rep to the Store Manager. These lies made us make decisions on buying a new house and selling our old furniture.

We’ve been subject to rude and racial comments from the floor Manager (I think that is his title)

Its now been almost 7 months and I’ve gone into the store at least 15 times (probably more) to get a status and we continue to get the same response from the Store Manager….. A blank look and a “Nothing I can do response”. Not once have we been given any options or any care or concern.

I understand there is problem with delivery across the states but that does not excuse the unprofessionalism, lies, poor attitude at the store. We chose Ashley because we thought they would provide our family with great customer service along with great quality furniture. To our surprise, we were absolutely wrong on that decision! And of course, add insult to injury we see the Ashley furniture commercials talking about their blow out sales and warehouse clearance deals!

The absolute worst company we’ve ever dealt with all around.