Ashley Store — Attraction in Winchester

I have been to Ashely’s in other locations. I came here because my husband wanted to stop by the nearby sporting store so I came to take a look and see what was new. I had no idea I would be creating a core memory here. I was professionally and cordially greeted by Miss “Karyn with a Y”. (That’s how I remembered her name). Karyn’s form of communicating was something rare amongst those in service industries. She listened to what I stated I was looking for and she directed me exactly to the furniture piece I didn’t think existed. Not only that, her product knowledge saved me from sleeping habits I didn’t know were creating the perfect environment for body aches and pains.

When she demonstrated zero gravity vs my everyday sleep position, I was absolutely floored by the difference!

Many would just sell me what I tell them I’m looking for, Karyn didn’t. She opened my eyes to a world of WHY furniture is designed to help make lives better.

I left this Ashley’s peace of mind and body. If you’re in the area, ask for Karyn; among the few who loves what she does and it shows in how she cares for people. Thank you!! I highly recommend!

09/03/25 Update: Unfortunately I have to change the rating for a few reasons. 1. On delivery day, the driver/installers delivered dirty and broken furniture. They installed so quickly, I only had time to check the couches. Also, the rug ordered the driver told me the rig was not available whereas two days before, I received confirmation that everything was getting delivered.

After they left, I was cleaning the dining table and found a SKU sticker on one of the dining chairs. The sticker was concealing a crack on the chair. Very intentional. I called Ashley’s and they were able to start a claim to get it fixed. They stated the drivers are responsible for the condition of furniture. Great.

The dining table. My husband leaned on it to situate himself on the chair, it almost fell over. We then discovered the base is missing two screws and the table sways with the pressure of my pinky. Very dangerous. I started a second claim to get this fixed.

Furniture quality isn’t the best but also not the worst. The customer service reps were helpful to do their best to fix these issues. I’m still waiting on the rug that was on back order until today. I called to find out it won’t be available until the 24th and IF it’s available, they will call...

In early September, my wife and I stopped by the Ashley store in Winchester and purchased a couch and loveseat, arranging to have them delivered within 3 weeks. While our store experience was quite good with Kelly, every single interaction with them since has been absolutely horrendous.

First, I was told that the delivery guys could move our couch 10 feet out onto the porch, which was a concern because I have a bad back. Delivery was then scheduled by Ashley for a day mid-week, for which I took a day off of my busy work schedule to accommodate. No worries there. However, once I arrive at our cabin, which was a 4 hour round trip for me, Ashley was a no-show. I called in and they told me that it had in fact been scheduled for a different day, which was absolutely not the case. I had specifically selected that day because I had a more open schedule (and I had a delivery confirmation email to prove it). Just out of curiousity, I asked if they had notes in my account that instructed the delivery guys that I would need help moving the couch 10' to the porch. Nope. There was no note even though I was told it was in there and they would be happy to help. I was then told it would be added (a second time). When asked what they would do to compensate me for my wasted time, customer service said I needed to call the store.

In speaking with Amy, a floor manager, she told me she would look into it and get back to me. Did she? Absolutely not. Not a peep. She did ask the salesperson to get back to me, and she simply said that her notes said the later date, so I must be wrong. When I offered to forward her the email confirming the date that I was awaiting the delivery at the cabin, silence. I never heard from either of them ever again.

Fast forward, I had to hire someone to be at the cabin to accept the furniture. But guess what? The delivery guys said there was no notation that they had to move the couch onto the porch, so they refused to do this simple task.

Overall value: If you take into account Ashley's incredibly poor customer service and disingenuous manager/customer service staff, I would say that Ashley offers a poor overall value as a place to buy your furniture. I would advise you to...

We came in just to browse since we are relocating for work. We were greeted by Christian who was very helpful in explaining the differences in materials, configurations, and options for furniture. It was nice because he wasn't overbearing at all and did not chase us around the store. He was near when we needed him (we never had to go looking when we had questions) and we were able to naturally browse the store. When we finally landed on something, he explained our options and when he introduced me to Bedgear pillows, I fell over. The most comfortable pillow ever. Out of curiosity, I went online to find it and when my boyfriend asked how much, I said one price and Christian said another and then price matched it to what I found! Love it. Great store, great experience.

**UPDATE: After waiting five weeks to receive our furniture, the delivery guys wouldn't even bring it upstairs. Upon walking in the house, the first thing he says is, "There are stairs?" There wasn't a single time where we were asked if it will go onto the bottom level of the house. Then, he said it won't fit [my boyfriend and I got the sectional upstairs on our own that night] and pointing out every existing scratch on the wall, he said if they do try, it will mark up the wall. I told him that would be fine and I would take care of it. At the end of it all, I had them leave the sectional downstairs and they only brought up the armchair. While at my house, the delivery man called Ashley and I spoke to the woman on the phone. She asked if I had an opportunity to inspect everything and I told her no. Everything is still wrapped up and I wasn't asked to inspect anything. OH!!! AND THE SLEEPER WAS BROKEN!!! We found that out that night after unwrapping everythinng...the pullout bed nearly fell on my boyfriend's head because it was only attached on one side. He has tons of tools and put it back together but when I say NEVER AGAIN...I mean NEVER AGAIN will I buy anything from Ashley or recommend...