Ashley Store — Attraction in Cockeysville

Here is the rundown of the horrendous experience I and my family experienced with Ashley Furniture store(s) in Pasadena, Maryland, Hunt Valley, Maryland, and with Ashley Corporate. We attended the grand opening of the Pasadena store 10/29/2022. We purchased a new center and side table set, plus the extended warrant for $1,600. The assembly guys broke the table during assembly and the store nor corporate will replace it. The warranty company which supposedly “covers anything, even hitting it with a hammer”, per the sales associate named Liz O'Brien, will not cover it. Initially we met Liz O'Brien, the general manager of the Hunt Valley store while she was assisting as a sales associate during the grand opening of the Pasadena location. Here she made us feel welcomed and we then drove to her Hunt Valley store (80 minutes and 65 miles away from us) just one month later and purchased a $5,000 bedroom set. At this time the center table had not yet arrived and when it did arrive it was broken. I contacted Liz and was told I had to come to Hunt Valley from Pasadena, MD. I did so and when I arrived Liz's initial sweet, charismatic, and friendly attitude which sold us over and gained Ashley a grand total of more than $7,000 become cold, bitter, antagonistic, and rude. She became irate when I told her I wanted a new center table or a refund and said I was “being petty about a some damage that could be fixed”. I told her with this type of customer service I wanted to cancel my $5,000 order from her store without the 30% restocking fee because I'd already waited 6 weeks for the delivery of the bedroom set. Their contact guarantees a delivery within 14 days. Ashley breached their contact more than once during this experience. Every time we inquired about cancellation and or the status of the bedroom set it wasn't even in their warehouse, so how can they threaten a 30% restocking fee for something that hasn't even been stocked to them? The answer is they legally cannot, yet Liz was holding my money hostage. After waiting 16 weeks for the bedroom set to be delivered, they brought in a damaged bed frame, headboard, and drawers. It looked liked it has been run over by a tank and left in the rain. There were countless scratches, warped wood, chips, and a handle installed on the interior of the drawer. The two dressers, side tables, and accessories were all fine; the bed was the only damaged piece. The delivery guys said if I refused the bed itself they had to take everything back, including the new mattress. They then attempted to convince me that the warranty company would cover their shotty assembling and factory damage, which it will not. The delivery guy then tried to trick me into signing for the furniture and not refusing it by saying if I sign an accept it that they'll send a technician to fix it. I told them I'd only do this if someone representing Ashley would sign a contract that acknowledged the damage; which of course they refused to do. They took all the pieces back. Meanwhile, the guy then began cursing in Spanish, stomping all over my house without regard to my property. At this point we had donated the old bedroom set to charity the day before and were left without a mattress or anything else. Magically, the next re-delivery of all new items came on the last day of the new 14 day window. The new set was in excellent condition and we accepted it. Meanwhile, throughout every issue I had with Liz O'Brien, the Pasadena store, and the Hunt Valley store I attempted to involve Ashley Furniture corporate who was unwilling to get involved. Each time I got a canned response about how all Ashley stores are Independently owned and operated, and how Corporate provided the Ashley trademark name, but does not support their stores. This leaves customers at the mercy of con-artists like Liz O'Brien and whomever own the Hunt...

We will NEVER buy anything from Ashley again! It’s a shame for them because we need more furniture for our house. Last March we went to Ashley just looking for a new sofa. We found one we liked and PJ and Liz were amazing! We ended up getting the sofa and the matching recliner chair, we paid same day. The receipt said our furniture would be delivered to our house within 8-16 weeks. 17 weeks later we still didn’t have our furniture. I called probably 10 times and no one could give me an answer as to where my furniture was. Finally in August I got a call saying our recliner chair was being delivered but they still didn’t know where the sofa was. They wanted me to pay an EXTRA delivery fee to have the sofa delivered when it came in. Finally weeks later the sofa came, I went to the store to see if someone could reimburse us for all the trouble we went through, they refunded us $150. Less than 3 months later the reclining foot rest on the sofa snapped in the middle. We went to the store to report a claim and were told we would be contacted within 72 hours. Also one of the employees in the store said because it broke within a year of having it, Ashley would cover it not our protection plan that we paid an extra $200-$400 for. A week later I still hadn’t received a phone call. So I called the store twice and they told me to make a claim with the protection plan. So I called the protection plan for them to tell me that Ashley should cover the damage not them. But also that “structural” damage isn’t covered by either company but they would have one of their managers call me. Of course I never received a call. This has been the worst experience with a company I have ever had and will never recommend them to anyone. So my fiancé ended up fixing the small piece of wood that snapped on the foot rest. Such a shame to spend over $3,000 on 2 pieces of furniture and go through all that we went...

Don't order furniture from Ashley Hunt Valley. I ordered bedroom furniture and a sofa sectional on Tuesday October 29th. I was told that the order would take 2 weeks and arrive at their warehouse on Wednesday November 12th. That never happened. When nobody had called me on the 12th to give me an ETA for delivery, I ended up calling Ashley Furniture myself around 3 PM and was told that only the bedroom furniture had arrived and not the living furniture. That is why they didn't call me.

I clearly told the salesperson Cardier who was very courteous and professional and the store manager that I needed the furniture to be delivered before Friday November 22nd because I was having family from out of state staying with me and that they would be arriving on Friday November 22nd.

The delivery department couldn't be bothered about my concerns about delivery date when I spoke to them. The man with a Middle Eastern accent said Wednesday November 20th is the expected arrival at the warehouse, then he would call me and schedule delivery for Friday 22nd or Saturday 23rd!!

I called the Ashley Hunt Valley store, and the lady that answered the phone said my furniture would arrive on Friday 15th. I asked if I could speak to the manager. She said that he was busy with meetings but would give him my message to call me. He has not called me back yet. I called the salesperson Cardier who was very empathetic. He looked into the delay issue and told me that my furniture would arrive on the 17th.

Today is Wednesday November 12th. Furniture has not arrived at the Ashley Warehouse as contracted. I have been given 3 arrival dates of 15th, 17th and 20th. Arrival date at the warehouse is not the same as delivery date to my home. Store manager has still not returned my call.

If you need furniture by a critical date, DON'T ORDER from Ashley Furniture, go...