Ashley Store — Local services in Chesapeake

I would like to start by saying that I absolutely do not recommend this furniture company. Google should definitely add a zero-star option. The sales representative was helpful, but aside from that, I was not satisfied with anything.

I placed an order for a sofa at Ashley Furniture Chesapeake store. They told me they would contact me soon to schedule the delivery. After two days, I received a message saying I could only choose a Sunday, despite there being more than 10 days ahead. I told them that I was available before 11 AM or after 3 PM, but they scheduled it for 12:30 - 3:30 PM. When I tried to change the time, they asked for an extra $100. I had to rearrange all my other plans because of their schedule, but I was still happy because the sofa was on its way.

On Sunday, they arrived around 12:45 PM, brought the sofa into the living room, and discovered that a part was wrong/ missing. I told them to complete it today no matter what, but the delivery staff didn’t have any spare parts with them. I called the store, but no one answered, even though the store was open on Sundays. Then, I called customer service and explained the situation, insisting that they complete the delivery that day because I had no other options. They didn’t help and told me that it would arrive in two weeks, as there were no spare parts at the store.

Right now, the L-shaped sofa I paid $1250 for is unusable because one part is lower than the other. The same model is available in their showroom, and I even offered to let them bring that one, thanking them and leaving without saying anything. But they didn’t want to do that either. Despite my refusal to accept used goods, they didn’t assist me. They made no effort to ensure my satisfaction. Instead, they told me they would send me a message in two weeks to reschedule. In other words, they would choose the date and time again, forcing me to rearrange everything once more.

I have never seen a store operate so amateurishly. Even I...A or second-hand shops are more...

Updated: While Michael was helpful at the purchasing part, the entire rest of the experience has been dreadful. On the day of delivery, the dresser I ordered came with a huge crack on the back so I couldn’t accept. Additionally, they delivered the wrong bed size rails. This was on a Friday, they told me the next available day was the following Tuesday. So no bed for 4 nights for me. I called to try and expedite a few times, but each time I was told “the managers were in a meeting and would call me back”. No calls back. On Sunday, the store associate got me on a conference call with delivery, who said “actually Wednesday is the earliest”. There was 0 effort to expedite or help. I was given no alternatives because she said she just schedules deliveries, can’t help with my other problems.

The sales associate said he would try to get me some compensation, after all, if I miss my delivery appointment window, I get charged. He said he’d escalated to the highest customer service person. It has been 3 weeks and when I checked in with him, he said he’s been making notes and trying to have his people call me to fix it, but nothing else he can do. So he gave me the customer service number.

I know I’m just screaming at clouds here, but this is very poor customer service and I’m just one person, but I won’t purchase from here, or recommend Ashley store to anyone I know. I will actively discourage everyone.

Once my money was received, that’s where the “customer service” part ended. Extremely disappointing and frustrating.

Original post: Michael was very thorough and helpful throughout the...

Dissatisfied and Misled — Beware of Ashley’s GBS Premier Warranty Scam

I’m extremely dissatisfied with Ashley Furniture, specifically regarding their so-called GBS Premier Warranty, which is nothing more than a scam. I was shocked to learn that, according to their own representatives, the warranty doesn’t cover rips, staples falling out, or cushion deformation due to regular use—which are exactly the types of issues you’d expect to be covered.

After going in circles with customer service agents—many of whom seemed to struggle with English and offered little clarity—it became obvious that nothing is truly covered under this “protection plan.” It took several days just to get a straight answer on what was actually included.

I eventually requested to cancel the warranty, which I was told I had the right to do. Then the runaround began. I received a call from someone who finally spoke clear English, telling me the cancellation had to be done at the store where I purchased the furniture. I went to the store—only to be told to call customer service. When I called back, I was told yet again to go back to the store. After waiting on hold for 10 minutes, they told me to call the warranty department again.

I even asked for a three-way call to resolve the issue, and they flatly refused.

This is the last time I will ever purchase anything from Ashley Furniture or Grand Furniture. In my opinion, this warranty is nothing but a deceptive way to pocket more money from customers, offering zero real protection or accountability in return.

Be warned: this is not a...