Ashley Store — Local services in Frederick

I typically do not leave bad reviews. I like to give a business the benefit of the doubt that perhaps if my experience was not the most pleasant it could have just been a bad day at that business. This is the reason why I never left any review from my experience with Ashley furniture in Frederick, MD from March of 2022. Yet it seems at this point that it is necessary, therefore I have no choice but to leave a review in the hopes that I can spare someone else from going through a similar experience. What makes it worst is that I've always believe that Ashley furniture was top notch and so I waited for a sale to go because I knew I wanted to purchase several items. Honestly, from the moment I walked into the store my experience wasn't great. I will admit it was later in the evening but I walked around the store for at least 30 mins before any sales associate acknowledged me or asked if I needed help. I brushed that off and continue with my shopping. During the purchasing process there were many unprofessional things that transpired that once again I brushed off. Though my in person experience was far from what it should of been I again felt I didn't need to leave a bad review. The drama continued when we received our sectional it was very badly damaged in the back. After several phones calls, email exchanges with pictures and sending out a repair person that took one look at the back and said the entire piece needed to be replaced did they put in a request for a replacement. This was a back and forth saga for many months on top of the fact we had yet to receive our bed frame that had been initially ordered back in March. Now lets fast forward to July yes it wasn't until 4 months later that the new sectional got delivered along with the bed frame. When the bed came the delivery people could not assemble the bed because upon assembling they discovered pieces were missing. That's right not only did we have to take down our original bed so that the new one could be assembled, but once the new bed frame was completely out of the box that it was discovered that they couldn't assemble the bed. In turn they had to disassemble what was done repack the bed in the boxes and take it back. We had to then put our old bed back together. At this point my frustration had reached it's limits and I could no longer tolerate this so I called the store and told them I did not want the bed and explained the entire situation to them which I signed, noted a rejection on my receipt and explained that I didn't want be charged for the bed especially since it was their fault. Fast forward to present day and I look on my Ashley account and I was charged $300! This is associated with not accpeting the bed a restocking fee. This makes no sense!! I can accept the fact if I changed my mind and that Ashley held up to their responsibilities and delivered a bed and assembled it accorndingly especially since I had already paid a delivery and assmbly fee. This was Ashley's mistake from the very beginning so to charge the customer for your mistakes is unprofessional. Let's not forget that everytime a delivery was going to take place or a repair person was sent out someone had to be home to answer the door which means rescheduling to accommodate the time block they give you. Considering my entire experience I am beyond shocked that they would even charge me for this! All I can say is BUYER BEWARE!

UPDATE As of today 11-16-2022 I am happy to report that Ashley furniture corporate office reached out to me and VERY professionally handled my situation. They apologized for my experience and issued me a refund for the additional charges. I will admit after my conversation today I would give Ashley furniture another chance. I am changing my rating from 1 star to 3 stars for that reason. Thank you Ashley corporate office for rectifying this situation and potentially gaining a...

UPDATE: The comment below from Customer Care stating that they would like me to email them so that they can help me resolve the issue is all BULL. I emailed and no response. When I call I'm still given the same run around. Deemed as customer use. Appalling. That comment is just to let any other reader think that they actually care about solving the issue.

The employees at this particular store are great and very helpful, but on another note and issue with the company OVERALL, not this particular store:

Ordered this sleeper sofa from Ashley Furniture Industries, Inc. last year and it was delivered to our house on May 27th, 2017. The PARTICLE board that attached the 200lb+ sleeper sofa to the sides of the sofa snapped in half. This happened on the night of May 20th, 2018 when my fiancé sat on the couch. Photos were sent over to the store we bought it from on the 21st.

In speaking with representatives to managers from the corporate, all they wanted to do was have someone come out to repair the sofa. I did not want the sofa repaired, but instead some sort of refund or replacement as it is clear that this a poorly manufactured piece of furniture and repairing would not guarantee that it wouldn't happen on the other side or again on the same side.

On May 28th, 2018 one of the managers that I did speak with tried to tell me that I could not receive a refund since my couch was out of the one year warranty since it was delivered on the 27th of last year.

I got off the phone to head to our local store, but called corporate back since I had proof and a timestamp that photos of the damaged sofa were sent on the 21st. The representative told me that I could have the couch repaired since it WAS still within the year warranty. So already they were flip flopping on my couch being in warranty or not.

I ended up caving to let them repair the couch and it was scheduled to have someone come out. I never received the call of what time they would be coming out so I called corporate to see what time someone would be out that day.

The rep advised that the claim had be closed since notes showed I didn't want repair. So that there just shows how great their customer service is. The rep did give me the number to the company that does their repairs. That company confirmed my repair appointment.

A technician came out to repair the sofa this past Tuesday, June 19th. He could not repair the sofa and advised he would have to note in the system that he couldn't repair it and that someone from Ashely would be in contact with me to discuss further options.

Didn't receive a call from Ashley Furniture until I called to check on the status of everything. Once I received a call from Ashley to update me, I'm being told that since the sofa could not be repaired and that it was deemed that the damage was from customer use!!

After telling them that was unacceptable they began to tell me that nothing could be done because it was out of the one year warranty. So now we're back to that. I told them I would like to speak with a manager again and come to find out that it will be with the same manager that I have already spoken to.

I feel like this won't get anywhere now as I'm just passed around like a rag doll to everyone telling me no. So trying this again and hoping that I can get the most shares from this post. This isn't fair and Ashley Furniture should be held...

Would Give zero stars if possible. My wife and I purchased 2 sets of furniture (sectional and a sofa/loveseat combination) in 2013. The sectional was supposed to be leather (we understood the leather was on all the areas that made contact with you body (i.e. touch leather) and with matching Durablend on the sides, back, etc. We also purchased a 5 year warranty (sold by Ashley but serviced by a third party) after being told that the warranty covered any fading, staining, tearing, etc. Within 3 years of normal use, the leather has spotty areas that changed from dark brown to tan/beige, and the recliner pull handle fell off. We contacted the Warranty company and Ashley Furniture, but after 2 weeks of trying to get someone to help us, we've had no luck. First, the warranty company claimed that their warranty was only for leather furniture and the ours was not leather. I contacted the store in Frederick, MD, where we originally purchased our furniture and spoke with the Sales manager. I asked him how it could be that they either lied and the furniture we had was not leather, in which case, why would the salesman push a warranty that was not at all applicable, or the warranty company was not willing to honor the warranty by telling us that our furniture was not really leather, but a leather like material. The manager confirmed that our furniture was leather everywhere the body touches as was originally explained when we purchased the furniture. I told him that the spotting and discoloration was only happening on the arm rests and in the seating area (areas which, based on his explanation, were leather). The manager said that was an issue for the warranty company.. When I asked if he could speak with them, he said he couldn't because Ashley Furniture was no longer using (selling extended service plans with) the same warranty company. After unsuccessfully going back and forth several times with both, I spoke with the manager and asked what responsibility Ashley Furniture would take since the furniture service company that Ashley Furniture pushed was not honoring the warranty. In the end, Ashley sold me the warranty that was now, not being honored. The manager finally said that he would look into it, contact a technician, and have someone come out to my home to look at the issues. I was fine with that solution. The manager said he would call me back to set up an appointment after he spoke with the technician, but I never heard back from the manager. I have called several times, he was never available, and has yet to return my calls and messages. Because I own German Shepherd dogs who shed a lot, I have always purchased Leather furniture. I still have several sets of leather furniture in my home theater, lounge, and family room, that are over 15 years old. None have ever faded or spotted like this supposedly leather furniture from Ashley. BEWARE of the poor quality furniture and even worse...