Ashley Store — Local services in Danville

I wanted to share my story so that potential Ashely Furniture buyers have a clear understanding on why it’s so important to shop around. This particular purchase was not an impulse buy, and I did indeed shop around, for several months in fact. I went to Ashley as well as other stores for three months looking at the living room furniture. Finally, after several months of deliberating, I decided on the Cosmo Marble L-shaped set from Ashley in Danville, VA. As mentioned previously, I spent an extensive amount of time trying this couch out, and every time I went into the store I sat on it for up to an hour. I purchased the couch/chaise/ottoman set in November 2014, and that’s when the nightmare began. The day they delivered I sat on each piece before I would sign-off for the delivery. The couch had a scraping noise when I sat on one particular part of the couch, and also, on the same section of couch, it felt like I was sitting in a huge hole. I had the delivery man confirm my speculations, and afterwards, he called his manager and discussed the issue. The manager said he was going to send out the individual who handled customer complaints with delivered furniture. However, this individual was not set to arrive until three weeks from then, so, I had some time to try out the couch extensively. Words honestly cannot express how dissatisfied and disgusted I am by how cheaply the furniture is made. The arm of the couch, which you would think you could lean against, causes you to readjust after just fifteen minutes. You can actually feel the wood and cheap insulation crunching around in the arms of the couch. You also continually have to readjust while sitting on this couch - it feels as if you are sitting on the frame. All of these experiences happened within the first week of having the piece. Naturally, I called Ashley the second week of having this furniture to talk with the manager. I told him how dissatisfied I was, and his first response was, “Oh, well just so you know, there’s a 30% restocking fee.” Additionally, the throw pillows that came with the couch are completely different than the ones on display. The ones in-store are filled with down feather, and the ones I got were filled with the same filling found in cheap pillows. I commented on this and the manager noted that, quote, “Ashley reserved the right to change the filling inside the pillows without notice” (no joke). Anyway, fast forward to when the guy came back to look at the furniture. He came in and inspected the furniture. The first thing he did was flip the couch over and remove the block cloth on the bottom. He said the scraping noise came from a bent nail that was scratching the wood (no problem, I guess). Next, I asked him why the furniture was sitting so low. He responded with, “Oh, I can fix that too!” So he put on his coat, and when I asked him where he was going, he said he was going to go to Lowe’s to buy a wooden board to put under the springs so they wouldn’t go down as much when someone sat in it. (Is this actually happening?) I told him, “Absolutely not, I paid $1,700 for the furniture, and I am not settling on a board under the springs.” So, he called the manager and told him that I deemed this unacceptable, so they agreed to send me a new couch. I was told this would take eight weeks. By the time it arrived, indeed, eight weeks later, the delivery men took a chunk out of my front door, tore a hole in the black cloth on the bottom of one section, and scraped my newly polyurethaned wood floors. A month passes. I call Ashley again to tell them how cheap the furniture is and how there is no resting on this furniture. To give you in-depth descriptions: you feel the frame in every position you sit in, your body aches when you get up, the cushions go flat immediately, and the pillows are uncomfortable. I just wanted to let other prospective Ashley buyers to beware of the quality of the furniture and customer service. I would not recommend Ashley to...

We went there looking for a sofa and a reclining loveseat. After walking around the store and looking at the items, we found a few we liked. A salesman came up to us and offered to help, very polite. We immediately asked him how long it would take to get any items we purchased into our home, as we wanted our furniture by a specific date. He told us, without hesitation, just one two two weeks. This was within our timeline so we proceeded.

After spending 2+ hours finding just what we want, specifying the fabric, and the layout of the sofa, he went to get pricing (prices are not posted, they are hidden in codes on the signs). He told us he would give us a discount, and then started quoting a lower price. Great, we will take the lower price of course. Then came the "This price includes fabric protector". No, I am not interested in that, how much without it? Well, he had to go figure that out. He comes back a few minutes later and says the difference is only $36. Well, for just thirty six dollars, fine, and he leaves to write up the order.

As we sit there waiting, I re-calculate the pricing he gave us in our head. The prices do not jive. So, I walk over to him and ask him to confirm the price of one of the items that I could not recall exactly what he had priced at. He shows me his ipad and, in a testy tone, says that he is "trying to figure this out, it won't let me see prices until I'm off this screen". No problem, I will stand there and wait for my answer.

Over comes my wife, we get out a piece of paper and start writing down the items. Sure enough, the $36 protectant is costing us $300. Not interested, in this, please remove it we tell him. So, now it's been about 5 or 6 minutes that he seems to still be on "the screen" and is ignoring us. Ouch, he got busted!

Suddenly, after pretending we were not there, he says our furniture will be delivered January sometime (don't recall exact date, middle of the month sometime). We remind him he assured us it would arrive within a max of two weeks (putting it there in early December). He goes to his boss who comes over and tells us that there is a shortage, and the only way we can truly know if we can get it sooner or not is to pay for it. Uh, why not just get a confirmation? They can't, he says, unless we bought it already.

No thank you, what is this, Obamacare, gotta pass it to see what's in it? So, we leave and purchase at Rooms to Go and they were amazingly great. Thank you so much, Ashley Furniture, for...

PRICE MATCH. PRICE MATCH. When visiting this store make sure you have the online prices on hand to price match all items. The day after making a large purchase: we received a call from the store saying that they gave us “too much of a discount & needed additional $800 + a few of the items on our receipt were discontinued.” 😳 After going in to get things straightened, I realized that MOST of the items were cheaper online (price match requested) + we didn’t mind purchasing the in-store/ used items that were now discontinued. Easy enough, right?! Well Stephanie, store manager/owner explained that if they price match ONE item, that they’ll also have to compare ALL your items (even if the price is higher+ change it to the higher price 🤯). Hmm, defeats the point of price matching right?- she called it, “apples to apples.” In addition, for the discontinued items, she would charge us more than the promotion because the max discount allowed for a in-store item is 10% 😡. It’s important to know that when you call the corporate location, all of this nonsense was false the store does NOT need to charge you more for doing a price match and on in-store items they can go all the way to 50% off. Nothing against Ashley furniture stores but the Danville location will get all they can get out of you & leave you hanging. Call corporate, they’ll fix their mistakes but if you don’t have the energy, don’t waste your time/ go online or...