Ashley Store — Local services in Fairfax

Liars, Thieves and Fine Print. Ashely Furniture.

These words will forever be burned into your brain each time you think about Ashley furniture after dealing with this store.

To all future fools (like me) who have the misfortune of making a purchase from Ashley Furniture, allow me to save you some time/money.

Ashley has NO CLUE when your furniture will arrive. No matter WHAT the salesman says, if you don't get a firm delivery date in writing, then you (and your money) are in limbo. They SAY it can take 2-6 weeks, but fine print allows them to define ALL orders as "special orders," not subject to the 2-6 weeks. This allows them to keep you on hold indefinitely. If you buy from them, get a delivery date IN WRITING before leaving the store.

If you cancel your order (because they won't give you what you paid for,) you will lose 10%. This is not a "restocking fee," because heck, they never GAVE you anything. But this is just a "because I can" fee, meant to take advantage of those fools (like me) who failed to read the fine print. 10% of $4100 was a lot of money for me to pay to be rid of Ashely for good.

You will be lied to ... a LOT. I'm not even sure Chip, Arsalon, Jessica and Mina are the real names of the people I talked to. Each person will pass you off to another person, who will swear your furniture is ready for delivery. Yet, for some reason (each reason different and more farfetched than the last,) it will not be.

Chip lied when he told me that my furniture was in stock before I purchased. It was not.

Arsalon lied when he told me our stuff would be available in a few days after purchase, and someone would contact me to arrange delivery time. It was not, and they did not.

No one from Ashley EVER reached out to me to give me a status of my furniture purchase, nor arrange delivery. (All of my communication with Ashely after the initial sale was the result of ME begging for information about when my goods would be delivered.)

Mina lied when she told me that "the system" shows that my furniture would arrive on X date, and someone would call to arrange delivery. It did not, and Ashley did not. She lied to get me off the phone.

14 more days pass. Jessica lied to my wife when my wife called to inquire about status. Jessica told us our furniture was to arrive at ANOTHER date (different, but later than the fake date Mina told us.) It did not, and no one called us to arrange delivery.

Two more weeks pass. Still no call. When I called back to complain (angrily,) Arsalon lied to me when he told me that he's confident my "items are ready for delivery. I just can't see it in the system right now because we're having computer issues. Talk with Jessica in the morning, if she doesn't call you first to arrange delivery."

I did call Jessica, because she didn't call me. When I called her she said my items aren't due to arrive until a THIRD fake, EVEN LATER date than the previous two fake dates given to me by Mina and her previously.

6 weeks go by. I ask to cancel the order. "It can take 2-6 weeks," says Jessica. "It's BEEN 6 weeks!" I reply. "Oh, well, we get 6 weeks to get the furniture, plus 2 weeks to deliver it."

I swear they were just making up rules on the fly - Anything to shut me up. "But, if you don't even have it in the warehouse within the 6 weeks, how can you deliver it within two weeks?" I asked her. Her reply was more lies about being unable to ascertain exact stock on-hand at the moment, but "If you can just wait until X date, your stuff should be here."

I'm done. Cancel my order. "You must come into the store for that." Fine. I drove.

Once there, Jessica tells me: "If you cancel, we have to charge you 10%." FOR WHAT?!?!? I asked ... you haven't delivered anything to me! "Read the fine print," says Jessica. Hearing that let me know all I needed to know. Don't fall victim. Avoid. Update: Lisa from Customer Care reached out; refunded the 10% fee. While I wasn't pleased with initial experience, I'm certainly pleased with resolution of my concern (resulting in me getting my...

Paid $780 for unfair fine print and (allegedly) corporate policy. Absolutely avoid purchasing furniture from them.

My wife and I went to the store and made a purchase of around $3900 for our new place on Saturday night. The said they can deliver the furniture on the next Wednesday and someone will call us to schedule the delivery time the day before deliver. At check out, usually business as initial here there and sign and date here. I thought this was just like any other purchase order so I read it briefly and didn't read INTO it.

We got home and realized that none of the furniture would fit. We were glad that on the sale term it says you can have a full refund if cancellation is made within 72 hour after the purchase. So we called the store the next day (on a good faith) to ask for a refund, the rep told me to physically go to the store. Fine, we went. At the store, the sale manager told us to read the fine print on the back of the invoice, of which there is a clause saying the 72 hour period does not apply if the the customer has "scheduled for delivery" and the cancellation would be treated as a RETURN and subjected to 30% restocking fee.

We were both shocked because we did not think that giving us a delivery date is really scheduling a delivery. What furniture store would not give people an estimate day to deliver. So basically, with that clause, you would need to pay the 30% restocking fee if you cancel the order, even if you has just signed the paper. So that 72 hour period is a false sense of security that you can get a full refund. No one at the store told me about this or else I certainly would given a second thought.

So we were trying to reason with the sale manager that the product is still in the warehouse and we didn't open it. There is nothing to "restock". He said that (probably a lie cause it is very unreasonable) items are loaded on to the delivery truck days ahead of the actual delivery. So he is basically saying I need to pay $1200 for the warehouse to move the item from the truck back to the warehouse. That must be take ALOT of muscle, charging $1200 to move stuff internally.

As the conversation get heated, he offered us that he would call the corporate for approval for waiving the restocking fee. He ask us to call back the next day (Monday) and the corporate usually approve the waive. That way we wouldn't disturb his holiday sales. I can't believe I fell for that.

That night I already have a bad feel about it so I went on to the Ashley Website to check on corporate term and condition. That is when I realized that "each store is independently owned and operated; therefore, they set individual policies regarding returns and exchanges." If that is the case, the whole "let me ask the headquarter" thing is total BS. The store has the discretion to waive the fee the themselves. The corporate policy does not even that "scheduled for delivery" thing.

The next day I called the sales manager again and he said the "corporate" responded that a 20% restocking must be applied, non-negotiable. At THAT point, I know that there is nothing we can do with store cause the manager would just come up with another "corporate policy". So we insisted on cancelling the order and let them charge the fee.

I just realized using fine print and ambiguous contract is a better way of making money than actually selling furniture. See? $790, didn't even need to give me the merchandise.

At the end, thank you for reading through this long review. And please! AVOID ASHLEY, especially this location. Individual store makes deceptive terms and the corporate doesn't...

I sent the following via e-mail after Ashley's asked that I review my experience. I'm posting this on 7/29/19, more than two weeks after the incident and one week after sending this e-mail. I will update if I am contacted.

We are still working with Ashley's furniture Fairfax to resolve an issue. At the moment I am not inclined to leave a positive review or recommend Ashley to friends or family. This is an unfortunate result of us having very high expectations of Ashley Fairfax, that were set by our first interactions, but haven't been met by the last. I would prefer to talk to someone before leaving the following on Google and Facebook, as you requested.

My husband and I were ready to leave a glowing review of our experience at Ashley Furniture Fairfax. Our sales woman, Deka, was patient and helpful. The manager, Skip, was friendly and worked hard to get us a comparable price to a quote we were given by an Ashley store in Florida. The warehouse managers were helpful in scheduling our delivery (even if their system isn't ideal) and the men delivering the furniture were quick and considerate of our space. However, when they arrived to deliver our furniture we realized a wrong piece was ordered for us. We received a quick response from every level and all Ashley's personnel expressed how confusing the naming system was and how it was an easy mistake. Everyone [including the awesome Malcom] was so sorry for the mistake and we were told all we had to do was come in and "they would take care of us." However, this is where our positive experience ends. Instead of feeling taken care of, we left feeling taken advantage of. Unlike the rest of the staff, the manager on duty was not friendly. We were not greeted with a smile. When we explained what happened and that we negotiated a price for our furniture thinking we were getting specific pieces - he stated "I'd like to see that original quote" referring to the one received from the Florida store. When we explained we no longer had this, and when we did it was similar to what we were given by our sales woman (a bunch of numbers on a piece of printer paper), he insinuated that we were lying . When we explained that we had worked with another manager who helped us, would he be willing to call that manager - he said "no." He stated it was our fault for not knowing the proper name for the item and not double checking the invoice before finalizing. Even when we took some of the blame, acknowledging we could have done more to ensure the correct piece was ordered, no ownership of fault on the other side was taken. No apologies for the wrong piece being ordered. No thanking us for coming back in and understanding that this is taking more time out of our schedule to straighten out and schedule yet another delivery. No regrets that they couldn't give us the proper piece of furniture at no extra charge. No "taking care of" us. At the end of our interaction with the manager, we asked for the contact information to the original manager we worked with and were told "no." We were told the chain of command was to first contact the store. He ensured us that the message would be relayed and, if the other manager thought it appropriate, we'd be contacted. [This was 7/12/19] It's now been over a week and we haven't...