Ashley Store — Attraction in Winston-Salem

Worst furniture buying experience I have ever had by miles. So first of all in the store we were pressured oversold things we did not need in a deceitful and manipulative way. I said no plenty of times that I didn’t want anything extra but they would not relent. Too aggressive and borderline rude. The store rep was misleading and outright dishonest about what perks and benefits we got paying for their “premium delivery.” Onto the awful spectacle that was their “white glove delivery.”

Delivery day comes and I take the entire day off work for it. First of all they are late and outside of window sent. Says they will be here in 20 minutes, they show up an hour later. The truck finally comes and the guys getting out are dressed like they are going to a pick up game of basketball. Ashley shirts untucked and loose fitting with street cloths. Not dressed professionally at all. The driver introduced himself as “Deez” either using a street name or nickname. His real name is “Twan Garner.” From the get go entirely ambivalent and rude to his roles and responsibilities related to his job. Jumps out of the truck, and yells “I got a chair and couch, where you want it!” No hello, nothing. Then he says what’s good I’m deez after screaming from his truck door. I said follow me, took them into the house and showed them where the furniture was to go. After showing him the two spaces he looks at me and says “yeah no we ain’t doing that. “ I replied verbatim “that’s stupid because I was told you could do this in the store and I paid for premium delivery” Mr. Deez or Twan Garner shoots me a nasty look and says nothing at all walking away. I precede to arrange and unpack things in my new home assuming he is getting my furniture. Mr. Garner proceeds to come back stomping into my living room shoving his cell phone in my face on speaker repeating here bro talk to my manager about it. I neither requested to or needed/wanted to speak to Mr. Twan Garners manager. I simply communicated what I was told I was paying for in the store whenever purchasing my furniture and this was this young man’s reaction. I simply looked over at him and said “I don’t want to talk to your manager give me my furniture.” To which “Mr. Twan Garner “ replied “I ain’t giving you shit!” He proceeded to sprint out to his delivery truck closing the back door in a frenzy while screaming “you got the wrong one today bro!” several times.. I walk out to the delivery truck to which Mr. Twan Garner has now locked himself in and calmly tap on the window while shrugging my shoulders. He is the in the truck screaming but I cannot make out what he is saying. I stood there for minutes shrugging my shoulders, tapping on his window while he was raging out. So I walk out in front of the truck and call the delivery manager. While on the phone with the delivery manager explaining the situation Mr. Twan Garner begins to rev the trucks engine. I look, step back and he punches the gas while turning the wheel hard right trying to get around me. Mind you I am less than a Foot in front of this truck. He almost slams into me, and would have if I hadn’t moved. He does this several times in a row gunning it while cutting the wheel trying to leave while a human being is in front of his truck, a customer.. Each time he did this he would have run me over or hit me with the front of the truck if I wouldn’t have moved. This happened five to six times. As he finally gets around me he is visibly laughing hysterically in the truck cab and flipping me off with his hand he is not driving with.

It is to be noted his passenger delivery person named “Ryan Burton” did nothing to stop, calm or remedy his co-workers behaviors and actions. Once in the truck it seemed that Mr. Burton began to egg on Mr. Twan Garner.

Both of these men should be fired. I was literally in fear for my life while he was ramming the truck at me. I felt threatened and that I was in grave danger. There is no excuse period for these actions.

Twan Garner should have assault charges filed against him for trying to ram me...

I bought a bedroom set on New Years Eve, which was delivered near the end of January 2025. There were obvious defects in the finish on the bed headboards, as well as gouged wood on the inside of the footboard. They eventually delivered replacement parts, but they were defective, too (apparently made in Vietnam), so we rejected those and told them to skip the footboard replacement, as we filed away the rough gouge on it ourselves. Then they shipped a couple other headboards to the warehouse, where we found that one was defective, so we exchanged one of them, and they said they reordered the second one. When we went the second time to the warehouse (50 min round trip), they presented the same defective headboard to us again, also unboxed like the first one, so we rejected it for the second time. We told them to forget it, but soon after they called and said the replacement headboard was at the store for pickup, so I went to see it, only to find that they presented the same defective headboard to me for the third time. I told the store manager, Lonnell, that it was the same one and was defective. I showed him how the finish does not extend all the way (full bleed) to the molding on the headboard, and there was clearly worn off finish on the top of the headboard, which both my son and I could see and so could Lonnell. I asked if they could give me some kind of discount. He refused and was dismissive of me saying that the issue was not the quality of the furniture but that my standard is too high. He said he would have a manager call me. Next night, 24 hrs later (Friday), I was there to buy a nearly $2,000 living room set & told him that the manager never called me, but he was dismissive again, so I asked if he asked them to call me and he said he did, which I highly doubt, because they never called me. He then told me they would probably come and get my entire bedroom set and give me a full refund, which I said was ridiculous, since we have been using the furniture for 4 months now and this is simply one defective part, to which he replied, "your standard is ridiculous!" I walked away and went with the salesman to buy the living room set for nearly $2k. I then called Customer Service on two occasions afterward asking for a manager to call me, which they said they would do, but they never did. Watch out for this Lonnell guy, as he can be disrespectful, rude, & dismissive & blame you for issues that are clearly the fault of Ashley Store. I doubt he ever asked for a manager to call me, and I am not happy that they still failed to do so multiple times afterward when I asked them to. I finally spoke to a manager at Corporate who gave me a generous $100 refund for the defective headboard, which I accepted. I also received my living room set delivery which went well...

On Friday June 14, 2024, I contacted Customer Service and explained what my issue was. I purchased twin loft beds for my children March 2023 and when Ashely delivered the furniture the service technicians put the beds together using a drill I had no idea it would be a nightmare later down the line. I was moving into a new place June 2024 when the movers arrived, they were unable to take the beds apart because the screws not only were stripped, they were cracked inside the hole. They advised that even if they could get them apart the beds would not be able to be put back together. I contacted customer service I can’t remember the first lady I spoke to name however when I advised her of the issue her response was “what do you want me to do?” (Rude) when I asked for a manager she sent me to Heather Director of Customer Service. That should not be her Job or her title she should be Director of NO CUSTOMER service. Her attitude was horrible she said according to the pictures the beds were fine, when I asked her how she can see black screws on a black bed she stated she can see them fine which is very hard to believe. I asked Heather if it was ASHLEY furniture policy to have the customer to make sure that the furniture is able to be disassembled before the techs leave she stated no but the pictures look fine I advised her that my children have nowhere to sleep now because the techs did a horrible job putting the beds together I asked her do I need to get in contact with Ron and Todd Wanek she stated if you can as to Mock me, and were not helping so figure it out. I'm out of $700 it may not seem like a lot, but it is to me in this economy my children enjoyed their loft beds. I had to have a relative purchase some beds off amazon for me so my children would not be on the floor. Heather is unprofessional I called the store on Hanes Mall Blvd in Winston Salem where I purchased and as soon as they answered the phone the lady was rude and started speaking to me about the issue before I told her about it, because customer service already called. Ashley furniture employees are not empathetic at all and that sucks to be in a profession of Customer Service. I will let everyone I know not to do business...