Ashley Store — Local services in Bailey's Crossroads

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Like other had said, If I could give zero stars I would. Lets start with the delivery. See pictures for quality.

Delivery: We were given an 11:00 am-3 pm delivery window so we took the day off. The couch was delivered at 5:45 pm, after our freight elevator at our condo reservation was passed. It was clearly the last delivery of the day so the delivery guys were rushed and dumped it off the back of the truck. It was so late, we made sure there was no structural damage, and said it was good as we had somewhere to be.

The next day: In the day light we started to realize that the craftsmanship was pretty shotty. Not only does it look bad, but there are small rips and folds in places there shouldn't (Pictures attached). We went to the store to speak with the manager. The floor model of the couch we bought was right in front of the managers desk so it was easy to compare our pictures with what we thought we were buying. Best they could do is send a technician out to inspect it before anything else. Since we already took a day off and it was a terrible experience, we said it had to be on a weekend. the earliest appointment was a month away.

Technician Visit: One month later, we get a call the night before saying our window is 9 am-12 pm and that we would get a call 30 minutes before arrival. We got a call from a mystery number with no automated recording or a person at 9:30 am. Assuming it was Ashley's technician, we got another call at 9:48 am (not 30 minutes later) which we admittedly didn't answer. Saw the voicemail that he was outside and would wait 10 minutes. Our apartment overlooks the front entrance (didn't see him) but went down within the 10 minutes and he wasn't there. Called him, no answer. Called customer support who called him and there was no answer. Called back to make sure they had the right address and they did, and were now able to get a hold of him, but said he had to continue his route and lied about how long he waited.

Next Steps: we are now having another technician come in another 3 weeks to hopefully try again.

I know the sales and deals are enticing, but I would recommend from the bottom of my heart that you don't put yourself through this experience. It has been so frustrating that I am tempted to dedicate a weekend to standing in the parting lot to discourage...

We have had a good year 2021 except this TRAUMA. We purchased a sectional sofa in Dec 2020 from Ashly Furniture Falls church, VA and we were told it would be delivered within 4-12 weeks. however, we did not receive it until may/June 2021. after we received the sofa, the quality was not good enough. So, We needed to return part of the sofa & paid additional $100 pick-up fee and then the store wanted to charge us 30% restocking fee. We spoke to customer service & due to their late delivery timeline & poor customer Service communication, they agreed to charge us 10% cancelation fee instead. After a few back and forth with them, we went to Ashly furniture falls church to get our refund. one of the customer manager we spoke to reiterate that we were to be charged 10% fee-not 30%. The store manager disagreed & insisted that he's going to charge us 30%. We repeated to him the conversations we've been having with them, but the store manager (he said his name is Ray) and he was not even wearing a name tag) escalated it...started shouting & yelling at us. This was unnecessary so we started recording our interaction."Ray" demanded that we stopped recording, or he'll call the police & said,"I PROMISE YOU, I WILL GET YOU ARRESTED" We told him that was his choice to do so. He called 911 & claimed that he was being "harassed" by a customer; we called 911 as well & told the police what was really happening.When the Police arrived, "Ray” asked the police to make us delete the recording & escort us out.The Police told him we had every right to record the conversation as the Police himself was recording this event as well.The Police told us to deal with the refund issue with the appropriate party & to keep paper trail. We submitted compliant to BBB and we received our refund a couple of weeks ago.

This process has been physically, emotionally draining & it has been causing unnecessary distress to us. BBB to take the appropriate measure as there are multiple complaint online & this store manager/location to be held accountable for the emotional distress they have caused to customers.

I forwarded the video to @WTOPNews @WUSA9...

Mark helped me at this store. He was very friendly and helped me get a good deal on some furniture. This store is huge and there are many variety of good furniture for just about any family. They offer a discount through Yelp as well as other discounts like military. Reason for 4 stars: Not this store particularly, but Ashley Service and Repair team is so poorly run. My furniture was delivered with a lot of damages (see pictures) so I sent an email to the store manager who sent an email to the service team. However, the service team never followed up so I had to find out the number and call them myself. The service department saw the email only after I called them and said they would replace the furniture. Waited additional two weeks. New furniture came, but this one was also busted and damaged. Gave Ashley furniture a call at this location and the manager answered and apologized. Going to try and get this damaged one replaced again, but I have low hopes because of the lack of quality check from the warehouse/service department which operates somewhere else.

The first one that was delivered had evidence of prior repair and also cracked wood, torn out pieces of wood too. The second one had completely broken wooden pieces at the base.

The amount of effort to call service department, arrange for delivery, unboxing the furniture and throwing away the massive amount of waste this process creates is really not worth it. I feel like I need to be compensated for this with free assembly and cleaning up the...