Ashley Store — Local services in Dale City

Our horrible experience started with this store in 2019 when we purchased our home. We were in need of two new sofa/loveseat sets. I should have known after this instance to don’t give them any business in the future. Our furniture was 3-4 weeks late. They salesman made a delivery promise for a certain date and that promise wasn’t kept. We also didn’t get sufficient notice of the delayed delivery. On one instance we found out 3 days prior to the delivery date that the items were delayed. Eventually we did get our furniture.

Fast forward to Fall 2020 during the height of COVID. We were in the market for a 9 piece dining set. We purchased the table in late October with intentions of having it delivered by Christmas. The salesperson again promised that the table would arrive by Christmas. Likewise we sent out the notice to family and friends to have Christmas at our house. In the same fashion as before we got an email probably about a week before the expected delivery that we wouldn’t be getting the table before Christmas. January of 2021 we still didn’t our table and the projected delivery date was pushed out to February. I began to get infuriated with the situation as there was no communication until about a week before the new delivery date telling us it was delayed again. I understand that there was an influx of purchase for house furniture and I understand that COIVD caused delays. They did not give meaningful updates. Like I’m an understanding person, just be honest. Eventually we got to the 12 week mark and our furniture wasn’t deliver. IAW with their Terms and Conditions I demanded my money back and made a promise to never purchase anything from them again.

Behind my back my wife purchased a 9 piece table and server. I was infuriated because of our past experience with this horrible company (we actually like Ashley’s furniture just not this store ownership and management). I’m usually fashion the furniture was delayed by 2-3 weeks. We weren’t given much communication about the reasons for delay. So fast forward to the delivery of the table and server. The server arrives complete but the table is missing the hardware. It came in a sealed box, how could it be missing the hardware? No one knows. We talked to someone at the warehouse in Fredericksburg when the table was delivered and they said we could refuse delivery. Which will cause them to re-order the table and push out the date of delivery by weeks. We were hesitant to reorder given our history so we accepted the other option of having the parts ordered and delivered within 7-10 business days. Well next week Friday will be a month and I still don’t have the hardware. My table is sitting in pieces in my morning room. Last week we talked to someone at the warehouse who stated that they would reach out to the parts department and the parts department would let them know whether they’ll need to order it or if it would take 7-10 days. Which the first associate failed to tell us. In fact we were given contradictory information regarding receiving our hardware. The associate said they would check the warehouse and call us back. It’s been a week and nothing. I paid $3000+ for a server and a paper weight that’s holding up my wall in my morning room. Now the expected delivery date for the hardware is in May.

I would not recommend this business to anyone. To all service members go to the Post Exchange and order your furniture there. Save yourself the headache. I’d give negative...

No refund policy! We have been an Ashley customer for a long time. Their refund policy is terrible. Spare yourself from the headache and don't buy anything from them. We recently purchased a set of furniture. A week before the delivery date, I went to the store and asked for a refund because my situation has changed and I no longer needed the product set, which is over $3k. Their response was all sales are final. The most they could do was to request a store credit. I don't want the store credit. If it were a few hundred dollars, then maybe. This is not a good business policy to treat their customers this way. Buy from a place that has a refund policy. You don't want to get stuck in this store. I wish I had paid more attention. I hope this honest review helps you in your decision making. We will no longer do business with this company.

Updated on 02/26/2025

Store Credit Validity I was informed in-store that the store credit is valid for five years, not indefinitely. If this information is incorrect, please ensure all sales and customer service personnel are properly informed to avoid confusion.

Issues with Ashley Furniture: The issues with Ashley Furniture have continued. My bed set was delivered on Saturday, February 22, 2025. Despite paying for "professional" delivery and installation, I encountered numerous problems immediately following the installation.

Upon inspection, I discovered damage to the bed frame, with many screw heads stripped, likely due to the installers using an electric drill for speed. To be honest, I don't generally have a negative view of Ashley Furniture's quality. In this instance, the damage was clearly caused by the installers, who either lacked the necessary skill or did not exercise proper care during installation. Additionally, several support posts beneath the main support beam were improperly installed, with one post completely damaged.

The installers removed the bed frame and stated someone would call to reschedule delivery. After three hours without contact, I called the store to report the damage and request a new delivery date. The representative scheduled the new delivery for February 26, 2025. Since it was after 5:00 PM, their "Customer Care" office was closed. I obtained their number and called them on Tuesday, February 25, 2025. A representative assured me that the bed frame and a nightstand were on the truck and would be delivered on February 26, 2025, between 10:00 AM and 1:00 PM. I received both a phone call and a text message confirming this. I took the day off work to receive the delivery. On the day of delivery at 9:45 AM, I received a call from a Customer Care supervisor informing me that there were no deliveries scheduled for me today to an error. As you can imagine, this is incredibly frustrating, especially since I took a day off work. I requested that they be flexible and deliver my items later in the day to avoid me having to take another day off, but they said they could not...

Extremely good in-store experience. The sales team were very helpful and knowledgable, Liz in particular was quite easy to work with.

Extremely BAD wait/delivery experience. I was told in the store that it would take about a week from my purchase date (May 24) for me to get my mattress. When I called to ask if the mattress had gotten to the warehouse and when I could schedule my delivery, I was told that it wouldn't actually arrive at the warehouse until JUNE 19! And that I could then expect them to make the delivery that Saturday (I paid for the Saturday delivery for convenience of not having to take a day off of work for this), June 21st.

Believing that this would actually happen, I arranged to have my old mattress taken away on the 19th, and I could sleep on my crappy guest mattress for a few nights and be fine.

HOWEVER! When I called on the 19th to see if it had arrived and to set up my delivery, I was told it hadn't arrived yet. Maybe it'll arrive on the 20th and MAYBE I could get it on the 21st. No communication happened after that until I actually called on the 20th and was told that it would arrive on the 23rd and I could have it delivered on the 24th.

I made the mistake of believing it this time and took off work on the 24th, because by now I'm desperate to sleep on a good mattress and not my guest mattress.

The 23rd arrived, and yet again it is delayed. I had already arranged things with my job so that I could take the day off and now I must switch the day I take off? This is causing some real insane inconvenience at this point.

Perhaps I'll get my mattress on the 24th, but I don't believe it at this point.

The biggest problem with this process was that they continuously made promises that WERE NOT TRUE and I made arrangements based on those promises to my DEEP inconvenience.

If I don't get the item on the 24th, I'm changing my review to 1 star.

UPDATE: I did finally receipt my mattress on the 25th of June. The mattress is very comfortable and exactly what I wanted.

I would like the people in charge of customer care to make note of this: The problem I had boiled down to being told that my item would arrive on a specific date and could be delivered on a specific date and then that not being true. If you don't know if something will arrive on a day and it's unsure, you should make sure that the customer KNOWS that and knows not to make...