Ashley Store — Local services in Fredericksburg

January 19, 2019 purchased Sectional- Estimated Delivery Date 2/14 the latest but should be before per Amy at Manassas location- At this time we were NOT told this was a back order- called to check status starting Feb 11th- Was told then my order was on backorder and it was NOT due to ship this week- No one bother to call us to inform this. To make up for their miscommunication and delivery delay they waived the delivery fee- Furniture finally arrived Feb 22nd. (Ashley Home Store in Fredericksburg handles the deliveries- This is who we have been in contact with for ALL delivery and damaged products we have received) Our son started getting a rash- that itched SO bad- on his face that continued to his neck, stomach and back that Sunday the 24th. Thought possibly allergies but was getting worse not better- School was even concerned- After two trips to the doctor it was confirmed that our son was indeed allergic to our new furniture! The chemical DMF that was used on this furniture caused our son to have this reaction and be put on two medications to help resolve this until we could get a exchanged approved by Ashley Home Store! Thankfully our son’s pediatrician wrote them a letter explaining which helped move the return process AT FIRST! After going and picking out new furniture that would NOT have this chemical (paying $1300 MORE- Now we are up to $4500 spent with them) we were due for the delivery Tuesday March 5th. Took off work- Delivery drivers arrive to have me come outside to view a piece of our “BRAND” new sectional that they felt was damaged BEFORE they even opened it- They explained this in the warehouse- Warehouse ignored them said it was fine take it on! You could tell by the packaging this product had been opened- Hence why the drivers questioned the warehouse! After opening this corner piece to say I was shocked is an understatement! Holes, tears, fading of leather, inside cushioning coming out- This piece had obviously been used and sitting in the warehouse for YEARS! At this point the delivery guys called back to warehouse spoke with Holly- Who then needed to speak with me. She informed me that she apologized for the inconvenience, but not only can they NOT leave the other two pieces of my sectional they COULD NOT even take the other sectional- The one our sons allergic too- Because there is no room on their truck for it since we were their first stop and they were not made aware that they were picking up an entire sectional! Therefore, they would need to reschedule for the following day- March 6th! Took off from work for nothing- Holly assured me management or herself would call me and make things right- Here we are March 7th- NO MANAGEMENT has called me after leaving 3 additional messages! March 6th new sectional finally arrives- Everything looks great in the beginning they take the other sectional out- Bring in the new- After reviewing a scuff/tear in the leather on the back of one couch is found- Driver takes pictures sends to Holly and says she’ll be in contact with us for exchange! Here we are March 7th- NO phone call- I call and speak with a Jule who informs me they have no picture from yesterday incident- I need to send in my own pictures now and they will put in a ticket to see what they can do- Holly or any other management team member cannot take my call nor seem to return my call regarding this issue and all other issues to make this right- I want a partial refund for my time hassle and frustration and won’t stop until I get it! I will NEVER EVER buy or recommend this company to anyone- I will post this experience everywhere so that no one else must deal with the frustration, stress and aggravation that my family has received by...

My husband and I went to purchase a couch and love seat for our living room and unfortunately it did not fit so we couldn't get what we originally purchased so we went back to the store to do a re selection of something that would fit which means it was smaller and cost less. With that being said we were owed a difference of $600 or a little bit more at which point they tried to tell is it would have to be a store credit, excuse me absolutely not! So then we asked to speak with the manager, Ahmad, who guaranteed we would get the refund back to the credit card within 48-72 business hours and then our sales person Mohammad stated we would receive our new furniture within a week. Here we are a week later no furniture and no refund. We proceeded to call customer service who stated there was no record of a refund request and that someone would have to call us back so I then called the store to speak with Ahmad when I spoke with him he again stated we should have the refund and I advised him we did not nor the furniture. He proceeded to state he was going to do some research and would call us back within 2 hours and we never heard back from him he also let us know our furniture would not be available for another 2 weeks and that Mohammad basically lied to us. At this time we have not received a call back from the manager Ahmad who guaranteed our refund or customer service. They were not able to provide us with any documentation, receipts, absolutely nothing. Needless to say we are going back up there tomorrow to cancel the whole order and get a FULL refund. I would never recommend anyone to business with them, the service and communication is piss poor to say the least. I hope no one has to ever go through this experience we have went through. All we wanted was some living room furniture and we were returning customers. Obvious to say we will not be returning and don't recommend anyone else does, all they care about is their end game and not the best for their customers new or returning. UPDATE: Call back today 11/17/23 just to be told a refund request has been submitted for review and can take 10 business days and still may end up just being a store credit, we then asked to CANCEL the whole order and to get a FULL refund and they told us the order has been cancelled but we will have to wait to speak to the refund department to see if we will get a refund for our money or if the whole amount will be store credited!! I truly have never heard of such a thing and can not believe that this store is trying to remain in control of OUR money. I never thought this is how this situation would ho, also when we called and tried to speak to Ahmad again he would not get...

This company deserves 5 negative stars. This is the worst experience with a company I've ever had! Will never give them my business again!!! I have no clue where to start. We were told our couch would take a month and a half to receive. That was fine until the time came and we called and they told us it would be another week. Over and over we would call week after week of them saying the same thing. No one knew where the couch was. No tracking on it or anything. Finally many weeks after the original scheduled day they said they had all but one peice in. We couldn't keep waiting and asked them to just deliver what they had at that point. When they delivered the couch, I was at work and my wife was home with the kids to receive the delivery. They were hitting on my wife right infront of my oldest kid (7) and asking her if she was single. (Even though she had a wedding band and pictures of our family all around our house. One of the end peices of the couch was obviously not assembled right and missing the wooden part of the arm rest. Making it sag and look horrible! They also did not wear gloves and left dirty hand prints all over our light beige brand new couch. Neglecting to wear face masks as well. Finally weeks later we received our last peice of the couch. The distribution center had made plans to come and clean the hand prints off the couch the delivery guys left behind and fix or look at the end peice that was poorly made and somehouse passed quality assurance!😡 They called the day before they were scheduled to come and said they needed to reschedule because the technician was sick. So we rescheduled. The next scheduled date my wife took off work to be home for the technician. No One Ever Came. She wasted a day off, and when we called later that night, they said he didn't feel good and decided not to come. With no heads up or anything this time!!! We lost money because they decided it wasn't important to let us know they just wernt going to come... We have called the ashley furniture store in Central Park over and over! Never do they let us talk to supervisor.. EVER!! Even when we ask them to call us back, the people in charge do not care, and Still Don't Call Us Back!! The distribution center is no better and don't pick up phone, or tell us out of the 6 supervisors they have.. No one is available to talk to us!!! Its hard to even get either one to answer the phone. When they do the customer service does nothing to help. So frustrated, I can only suggest no one waste there money or time with this horrible company. Very poorly run and does not treat the customer with respect! I wish we never got our poor quality couch...