Ashley Store — Local services in Gaithersburg

This has hands down been the most disappointed experience I have ever had with purchasing a piece of furniture. We purchased a sofa on 8/8/22. We werent able to have an immediate delivery and I confirmed there was no time limit, however, when I scheduled the delivered, I was told they sold ours, and they never told us. It was back ordered until the end of the week, then the next week, and then the next week. On 12/28, I spoke with Maria (manager) who said I needed to speak with Rohin, GM, and that he would call me on 12/29. He never called, so I called him and was told he would be back the next day. I never heard back. I had to call again and scheduled my delivery for 1/11/23. I took off of work to be available, only to discover that it was damaged. The upholstery is not taught, the framing is lumpy around the entire perimeter, certain pieces aren’t aligned, and two of the cushions are not as firm as the others. I contacted Ashley immediately on 1/12/23, and spoke with Rohin. He said he had to receive approval to refund me but that he would submit a ticket to the manufacturer about the defect and schedule someone to look at it. He asked me to send pictures which I did but I never heard back. I called 1/30 after not hearing anything- Rohin never submitted that ticket. I called on 1/31 and 2/3 and was promised call backs but never received one. I emailed Rohin several times to no avail. 6 weeks later, I filed a BBB Claim- it was only then that I received contact about scheduling a technician to assess the damage on the sofa. They were unable to come out for over another month-4/13/23. Given that I was not yet living at this house, I took off of work to be there. The morning of the appt, I received a message that the tech had been in an accident so I would need to reschedule, which was another month away- 5/4/23. I took off of work again, and to my dismay, they called again that morning to cancel-I pushed back on this, and was told that the tech had been terminated. They agreed to send me their best guy to look at it later that afternoon, who said the entire sofa was completely damaged. Ashley did follow up regarding this and confirmed that they would be replacing the sofa. It was scheduled for delivery on 6/22/23. When they arrived, they said “all of the sofas are damaged like that." The new sofa was also damaged, so I declined the delivery. They suggested I call Ashley for a refund, which I did right away. I spoke with Joe, the General Manager and went through the series of issues I had over the last year. He said that due to all of the trouble I’ve encountered, and the fact that after two deliveries, I still had not received what I purchased he would provide a full refund if I came into the store. I told him that I could be there the next day (I live an hour away). When I arrived at the store, he reneged on his promise and told me that now I would need to return the damaged sofa in order to receive the refund. This was not part of the terms of our agreement the day before. When I questioned this, Joe spoke with me with in a sarcastic, condescending manner. I reminded him that this was quite the opposite of what we discussed yesterday. He then claimed to have left me a VM that day to let me know- I did not receive such VM and also questioned the need for one unless he was reneging on our agreement. I clearly wouldn’t have agreed to driving an hour each way simply for a refund. Joe then offered me a refund that was a little over $400. I declined- he then offered me $755. I told him I wanted to speak with the Regional - and when he spoke with him, the promised amount went down to $712.82. He refused to offer me our agreed upon full refund, or the $755 that he had offered me minutes before- another reneged offer. When I questioned this, with disdain in his voice, he said “guess you should have taken my original offer” This is extremely unethical, and I will NEVER do business with...

Horrible craftsmanship and customer service. I purchased two dressers from this store. I also got convinced by the sales-team to purchase the five-year furniture protection plan for another $199.95. The salesperson told me it would cover everything. 14 days after delivery, 1 leg fell off the dresser. I called the store and told them. They sent me an email that I needed to responded to and include pictures of the damage. September 20, 2019, I emailed the photos. My email was forwarded to Brandywine, MD. My email was placed in a queue at Brandywine. I called them September 30, 2019 at 12:10 PM to follow up but I was told they would call me back when they got to my order number. Fine. They did call me back October 2 at 10:35 AM and left a voicemail. Sunday, October 6, I called them back (not realizing they left me a voicemail). Their office in Brandywine is closed on Sundays. I called them again on October 9, and was placed on hold for 23 minutes. I called back and was placed on hold for 15 minutes. I called back and was on hold for 8 minutes. While I was on hold, their office had finally picked up from the previous hold but I was already speaking to someone who then put me on hold again. Attached, please see the photos of the damaged dresser leg that was poorly repaired in the warehouse prior to delivery and badly stuck on with wood glue that didn't hold. However the wood glue held long enough for the delivery men to drop it off. Tomorrow I am going into the store again. If this issue isn't resolved, I am hiring a lawyer. My family has spent close to $15,000 on Ashley's Furniture over the years. The last two purchases (sofa bed and dresser) have been horrible quality and customer service. The costumer service team says it's been over 72 hours since purchase and I can't return the item. They said they can repair it. Just convincing them to repair it took me over an hour and many tears. Don't shop Ashley's Furniture. There are many affordable furniture stores that care about their customers in the D.C. Metro area.

Lastly, I also purchased a sofa bed at Ashley's. Upon delivery, the delivery man said if they couldn't fit the sofa bed through the door, then they would remove the door from the frame. They told me each door they remove is $35. I asked if they took check and they said "no, only cash or Venmo." When my husband arrived home and I asked him to pay the delivery man to which he responded "why?" The other driver/delivery man said "Actually, my partner is wrong. We don't charge for removing doors. We just aren't suppose to remove doors." So one of the delivery men was lying to me and trying to get me to pay cash for a service that isn't provided. Through Venmo which sounds even more shady. But if my husband hadn't shown up I would've probably Venmo'd the delivery men at least $35. Was I getting scammed? I say "yes." Most unprofessional employees. Scamming customers for extra money through Venmo.

If you are a single female or there isn't a male in the house to handle the Ashley's Furniture delivery men, then be wary and cautious. The delivery men love to take...

Dont read my long ass experience if you dont want to but go somewhere else!

This has been the worst experience I’ve ever had with any store. They are refusing to refund me based on the terms of their fine print and have told me that its not written but a part of their process. I ordered furniture 8/16/25. I was pushed by the salesperson to order furniture I did not want. 9/8/25 I was able to cancel that furniture. I was informed that because I paid cash. I would have to wait 21 days to receive a check in the mail. It is 10/23/25 and still nothing. On 09/11/25 I finally receive the furniture that I truly wanted. Only for it to be wrong because the salesperson was in such a hurry to make the sale that he ordered the wrong color. I had to reject the wrong furniture and was advised by the delivery person to go to the store and ask them to replace the order because they would continue to send me the wrong furniture otherwise(seems like he knew how incompetent Ashley’s furniture is). I had to make a 3rd trip to the store to get this handled. To which they inform me I’d have to wait another 3-4 weeks. Upsettingly I agreed. Once 3 weeks passed and I had not heard anything I started calling to check. “ Oh we’re waiting on another piece because we can only do one delivery “ meanwhile I’ve been sleeping on the floor for over 2 months waiting. Finally they say. We’re waiting for your dresser to be delivered 10/11/25 everything else is ready. 10/15/25 I call. “We got the bedrails but we had to reorder the dresser” THEY ALREADY HAD IT IN STOCK. Now they were telling me it was going to be another 2 weeks before it arrived because they circulated inventory. I most importantly needed a bed so I asked for the bed to be delivered otherwise they would probably no longer had it in 2 weeks when the dresser arrived. They were declining to do so until I called for 3 days straight requesting it over and over again. Until they finally agreed only to tell me Id have to wait another week for it. At this point I had enough. I paid $2500 cash. I went to the store 10/15/25 and cancelled the whole order. Now they are telling me that I can not receive a refund for the cancellation on 9/8/25 until the already paid invoice was closed on 10/15/25 and I have to wait 21 days from 10/15/25 to receive a refund. Amazon delivered a bed for $300 in 2 days and beautiful and sturdy. Got a dresser from Ikea and all good! Don’t waste your money here! At this point I don’t know if Ill ever see my $2500. Oh! Because the store manager said there was no one she could call to check on my check status. I’ve been emailing back and forth with someone who says “they” just got back to me. Somethings wrong with...